FAQ

Welcome to Neat and Tidy!

Welcome to the Neat and Tidy Family. We appreciate your consideration of our services and look forward to developing a great working relationship with you. This is a list of the most frequently asked questions.

Is Neat and Tidy Insured?

Yes! Our General Liability and Workers Compensation insurance ensure that our clients are protected. A copy of our policy is available upon request.

What Days and Hours Do You Work?

Our office hours are Monday to Friday 9:00am to 4:00pm.  Our arrival time for our first appointment is normally around 8:30am – 9:00am. We try our best to accommodate your preference in cleaning days. We do not set cleaning times so you will be asked if you prefer morning, afternoon, or either. Unfortunately, it is difficult for us to give you a specific time for your cleaning due to the fact that we clean homes to a specific standard and all homes are different in size and cleanliness. Therefore, we provide a 2 hours window arrival. Most clients provide us with a key and are never home so this doesn’t affect them.

The housekeepers are out cleaning 7 days a week. First arrival window time between 8:30am and 9am and the last arrival is between 2pm and 4pm.

Do You Provide Weekend Cleanings?

Yes. We can provide weekend service. The rate increases as well since the housekeepers would be working overtime. If you have a need for weekend cleaning discuss this with the office and they will assemble a team for you.

How Many Housekeepers Are Scheduled for the Cleanings?

We normally work in teams of 2. On occasion we may schedule 3 depending on the size of the job.

What Supplies / Equipment do Clients Need to Provide?

We provide all the supplies and equipment necessary, with these exceptions: Kitchen Trash Liners/Compostable Trash Can Liners/Foil Liners for Stove Drip Pans

Each home has a different kitchen trash size, thus we require our clients to provide their own trash receptacle liners. For small waste baskets for bathroom or compost bins we are happy to provide compostable trash liners with an extra free for you, otherwise we will line the baskets with lightweight receptacle liners.

Please know that we proudly use our very own Organic Products using only natural, non toxic ingredients with essential oils. If you are allergic to any ingredients/essential please let us know immediately so we can add it to your file accordingly. This will help to ensure we provide the best service possible.

I have Specific Requests for Special Surfaces – What Should I do?

Let the office know prior to the cleaning. Simply email with your specific requests and we will find the best solution with our gentle and effective products.

How Can I Allow Access to the Unit?

We offer 3 entry options to choose from:

The client may opt to be home to allow access to their home the day of the service. Neat and Tidy cannot guarantee the exact arrival times so the client must be home between the time scheduled to let the cleaner into the home. If no one is home or our cleaners are turned away for any reason the client is responsible to pay the full amount for their scheduled service.

The client provides a key, garage door opener or code to gain access to the home. Keys will be placed in a secure safe at Neat and Tidy’s office. The cleaner or team will be issued a key the day of your scheduled service to gain access to the home. The key will be signed out by the cleaner or team and signed in after each scheduled service and placed back in the safe. The keys are not marked with any of your personal information in case they are lost. In the event the code given is not correct and cleaners cannot gain access to the home the client is responsible to pay the full amount for their scheduled service.

The client can purchase a lock box to place a key inside and provide Neat and Tidy with the pass code. In the event for any reason the key is not in the lock box or the code does not work when the cleaners arrive to clean home; the client is responsible to pay the full amount for their scheduled service.

What happens if I have to reschedule or /cancel my service?

In the event that you reschedule, skip, add or cancel your service, we ask that you give a 48-hour notice. Without a 48-hour notice client is responsible to pay the full amount for their scheduled service.

All cancellations must be made in writing via email to info@neatandtidy.ca.

Your time slot is yours, it is reserved for just you, if you cancel last minute it cannot be filled and this results in our employees working less hours.

NOTE: If cancellations becomes a pattern, it will cause the rate for your next cleaning to increase to the next level [example – if you are serviced weekly and you skip a service, you will have to pay the bi-weekly rate for your next cleaning, if you are serviced bi-weekly and you skip a service you will pay the monthly rate for you next cleaning]. The extra charge is due to the fact that the cleaners will need to stay longer to clean your home properly.

How Do I Make a Payment?

Payment is due in full the day of the service. If you are leaving a cheque please make it payable to Neat and Tidy. You may leave the cheque on the kitchen counter for the housekeepers.

Neat and Tidy accepts cash, cheques, Visa, MasterCard and etransfers as well as Paypal. Cheques returned from client’s bank will be assessed an additional fee of $45.

Can I leave a tip?

Yes. Tips are very much welcomed by the housekeepers. Although they are completely voluntary. If you are planning on leaving a tip for the housekeepers in cash, please make sure you write “For The Housekeepers” on a piece of paper.

How do I make special requests?

Simply call or email us at info@neatandtidy.ca with your specific requests. Requests should be made with days in advance prior to the cleaning to ensure we can block enough time for your requests.

Any services requiring extra labor, supplies and/or equipment will be billed additionally for these services. Any services not normally included in the cleaning package that the client selected will be an added charge.

What happens if something is broken/damaged while cleaning?

Breakage can happen when you least expect it! Neat and Tidy can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc.

Curio cabinets, figurines, glassware and items of extreme value or sentimental value should be cleaned by the client. It’s best to ensure the office knows of these items so we can ensure the housekeepers are aware that they should not clean / touch these items. If an item is broken by one of our cleaners, Neat and Tidy will compensate you accordingly. The client needs to save broken item for Neat and Tidy to inspect. In most cases, we ask the housekeepers to bring the item to the office so we can send you photos and immediately check with specific companies if we can fix the item.

Our employees are asked to always notice us of damages. However, if for any reason a damage is not reported and you notice it first it’s important to email us immediately. If you can take a photo with your cell and forward it to us that’s even better since it would expedite how fast we can find a solution or compensate you accordingly.

What is the Neat and Tidy’s guarantee?

We want you to be absolutely delighted with the cleaning service! Report any concerns to our office at 778-440-6327 or email us at info@neatandtidy.ca within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you. It’s very important to report the issues immediately.

What happens during the initial cleaning?

The initial cleaning is considered a deep cleaning. Even for those clients with previous cleaners and are looking to change from one company to another. We had clients who were so convinced that they didn’t need a full deep cleaning and once the maids start cleaning and all the dust comes out, they are surprised! Not all companies clean the same way and provide the same service. Therefore, to ensure we are consistent, we start all new clients with a deep cleaning. After the initial hourly cleaning, the following visits are charged based on the regular flat rate provided to you.

During this cleaning based on the square footage of the unit, number of bedrooms and bathrooms, common rooms, pets, etc. and any final observations from the housekeepers, we are able to calculate the rate for regular service.

Can I hire Neat and Tidy Housekeeper on the side?

No.

Neat and Tidy invest time and money in the development and training of their employees. Therefore under no circumstance our clients will knowingly engage in a direct working relationship with any employee of Neat and Tidy. The solicitation of a Neat and Tidy employee for a client’s private hire will result in termination of service(s). if this agreement is reached, the client will pay Neat and TIdy $3,500 for hiring an employee.

I understand that Neat and Tidy has invested time and money in the development and training of their employees and that I under no circumstance will knowingly engage in a direct working relationship with any employee of Neat and Tidy.

I understand that the solicitation of a Neat and Tidy employee for my private hire will result in termination of service(s).

I understand that I will pay Neat and Tidy a training fee of $3,500.00 if I breach this non-solicitation agreement and hire their employee for my own private service.

What are the payment terms?

Scheduled Service cancelled without 48 hours notice are charged the full price of the booked service to the client. Lock out fee means that the maids were scheduled, dispatched to clean your home but they didn’t obtain access to the unit. This means that Neat and Tidy paid all employees scheduled for your unit, paid travel time plus waiting time to figure out if someone was going to be able to allow them in plus travel time to go to another house.

Cancellations will also cause the rate to increase to the next level if cancellations become a pattern. We understand things happen. This increase in rate affects clients who often cancel their regular service.

Payment is due in full the day of the cleaning

Neat and Tidy accepts cash, cheques, Visa, MasterCard, Paypal and etransfer.

Any NSF (insufficient funds) cheques will be resolved by charging my back up credit card on file for the past due amount along with any NSF fees.

Do I have to sign a contract?

No we do not have a contract for you to sign. You simply schedule in a single visit or a recurring weekly, biweekly or monthly visit. Clients booking recuuring visits must complete a minimum of 4 recurring visits receive to 10%-20% off the regular price. Should you cancel your visits prior to completing the minimum requirement you will be charged for the difference of the regular price.

What are your holidays?

We work every day with exception of holidays: New Years, Good Friday, Victoria Day, Canada Day, BC Day, Labour Day, Thanksgiving, Remembrance Day and Christmas. We do send reminders to clients who have service on holidays so we can reschedule with advance notice.

What do you do with pets?

Most of our team members feel very comfortable with cats and dogs.

We love pets! However due to potential health risks, we do not clean litter boxes, urine or feces. For the safety of our team members and your pets, if you have a pet that is the least bit aggressive, it will need to be absent from the areas we are cleaning.

Although we love pets, we kindly ask that on the day of your cleaning service all pets be secured, confined, locked away or removed from the premises prior to the cleaning. It is important to ensure pets are secured before the team arrives, as pets may try to run out when the crew is entering or leaving the premise. More importantly, they could easily be trapped in a closet or room without proper food and liquids for a prolonged period of time. We hope you understand that this policy is to ensure the health and safety of your pets.

You may choose to leave your pet free to walk / run around your home / apartment, in that case please know that we cannot be held liable for the pets safety in the event that they get trapped in an area without our knowledge.

Besides cleaning my house, what else can you help me with?

Some of the additional services we provide are:

Inside refrigerator cleaning

Full oven cleaning

Inside cabinets

Folding / Ironing laundry

Scrubbing tile / vinyl floors

Baseboard / woodwork cleaning

Carpet cleaning

Professional Organizing

Office cleaning

Do you provide laundry service?

Not currently. Although some clients do prefer for their laundry to be done in-house. Those clients are willing to pay hourly for the team to stay and provide the service. However, in general we do not provide in-home laundry services. Some of our clients ask us to drop their laundry to our Laundromat next to our office and deliver back when ready for an additional $25 delivery charge.

Are the housekeepers sub-contractors or Neat and Tidy’s employees? 

All housekeepers are Neat and Tidy’s employees. They participate in the company’s training program, go through a background check and are paid according to the law. We remit employment insurance, ei and income tax, workers compensation and general business liability insurance.
Does Neat and Tidy carry Liability Insurance to Protect Their Clients?

Our General Liability and Workers Compensation insurance ensure that our clients are protected. A copy of our policy is available upon request.

What happens if more / less time is needed to clean my unit?

In the event that your cleaning requires less time than anticipated, we will credit your account for your next visit. For example, if you now pay for 2.5 hours of service and your cleaning only requires 2 hours you will be credited to your account. You may use that credit to apply to any unit you have within the Victoria area and within 10 miles radius from postal code V8T1G6. You will receive an email with your credit information within 48 hours from your cleaning date. If the cleaning falls on a Friday, you will receive the credit information by Monday afternoon.

In the event that your cleaning will require more time than anticipated we will be contacting you to request permission to continue.

What will my service include?

Each home is different, and we try to tailor your service to your needs, but unless you have a specific priority list, our usual procedure is to start top to bottom. If you have a 2 floor unit, we would start on the second floor and move our way down accordingly. Here is a link to a full list of the cleaning specifications:

BATHROOMS

  • Sinks
  • Mirrors
  • Toilets
  • Shower
  • Tub
  • Vanities
  • Vacuum / mop floors
  • Backsplashes
  • Chrome accents
  • Countertops
  • Faucets
  • Cabinet exterior
  • Baseboards
  • Ceiling corners
  • Artwork-dusted with feather duster
  • Windows interior and sills
  • Door knobs
  • Shake and vacuum mats
  • Wipe down toiletries bottles
  • Remove trash and replace liners

KITCHEN

  • Sinks
  • Refrigerator exterior (interior for and extra fee)
  • Microwave interior & exterior
  • Backsplash
  • Faucets
  • Counter appliances exterior
  • Stove top and oven hood
  • Rugs if any
  • Vacuum and mop floor
  • Window interior and sills
  • Empty trash and replace liners (please leave kitchen liner on counter top)
  • Lights if reachable with a step stool
  • Door knobs
  • Artwork dusted with feather duster only
  • Dishwasher exterior
  • Wine cooler exterior only
  • Oven (for extra fee)
  • Cabinet exteriors (interior for extra fee)
  • Baseboards
  • Ceiling corners
  • Toaster crumbs removed / exterior

BEDROOMS & COMMON AREAS

  • Vacuum carpet, rugs, hard floors
  • Mop all floors where applicable
  • Window interiors and sills
  • Dust hard surface furniture
  • Ceiling fan blades – if reachable with step stool
  • Cabinet exterior
  • Doors
  • Blinds – dusted with feather duster(if more work is required-it will increase the time needed to complete the cleaning(for extra fee)
  • Handrails
  • Baseboards
  • Ceiling corners
  • Sliding / French doors
  • Make up beds (please leave fresh linen on top of the bed for housekeepers)
  • Lights if reachable with step stool
  • Art work dusted with feather duster
  • Knickknacks – valuable items should be cleaned /moved by home owner

ADDITIONAL SERVICES

  • Kitchen and bath cabinet interior
  • Oven inside
  • Refrigerator inside
  • Blinds deep cleanings
  • Wall washing
  • Floor hand scrubbing
  • Professional carpet cleaning
  • Professional organizing
  • Home energy clearing