Frequently Asked Questions
Many of our clients have specific inquiries about our professional cleaning services. Below are some of the most frequently asked questions we receive at Carly Moppins.
General & About Us
With Carly Moppins, you can expect: a reliable and consistent cleaning service, no need to worry about finding your next great cleaner, rescheduling issues, or managing cleaning supplies—we handle all of that for you.
Our cleaners bring all necessary supplies and equipment, including a vacuum, if requested on the Booking Page. However, we kindly prefer that clients provide their own vacuum and mop. Navigating through Toronto can be challenging, so having these items readily available helps us ensure a smoother and more efficient service. If you prefer to use your own specialty products, please provide them and leave them out for the cleaners. For sweeping, mopping, or vacuuming, please leave a broom, mop, or vacuum out for the cleaner.
Yes, Carly Moppins offers eco-friendly cleaning options. Our products are a blend of organic and house-made solutions.
These eco-friendly products are designed to effectively clean while being gentle on the environment. Stay tuned for our online shop, where you can find more information about these products.
Carly Moppins cleaners focus on cleaning the interior of your home. We do not clean outside windows, decks, or balconies. We also do not clean garages or unfinished basements unless special arrangements are made through our contact page. In exceptional cases, we may clean outside windows if weather conditions permit and the cleaner agrees to it.
We will inform you of all available times when you book with us. If none of these times fit your schedule, we will place you on a waitlist and contact you if an appointment slot becomes available.
You do not need to be home during the cleaning. If you will not be present, please make arrangements for us to access your home. Some clients choose to hide the key in a safe place or leave it with a concierge. If you’re not home when we finish, please let us know how to lock up. For security reasons, we do not keep copies of your keys.
As a small business, Carly Moppins is dedicated to providing a secure cleaning experience. We carefully select and vet our cleaners with comprehensive background checks to ensure their reliability and trustworthiness.
We invest time in training our staff on proper cleaning techniques, safe equipment handling, and the care of your belongings. This helps us maintain high standards of service.
A supervisor frequently visits job sites to oversee the cleaning process and ensure adherence to our quality standards. This ensures that any issues are addressed promptly.
We carry insurance to cover any accidental damage or unforeseen issues that may occur during the cleaning. This provides you with added peace of mind.
How We Work
Yes, we strive to arrive at the exact time you book. However, we allow a one-hour window to account for traffic and weather conditions. If there are any delays, we will contact you with an updated ETA.
Yes, the minimum booking time is 3 hours.
Absolutely! You can change your schedule anytime by calling us at 437-289-4490 or emailing us at info@carlymoppins.ca. Please notify us in advance to avoid a short-notice penalty.
Yes, you can request additional tasks. Contact us with your special requirements before your appointment so we can ensure they are included and reflected in your quote.
Typically, one cleaner is sent to your home. For jobs requiring 6 or more hours, we may send 2 or more cleaners to complete the job more efficiently.
If you’re not satisfied with any part of the cleaning, let us know within 24 hours of your appointment completion. We’ll either send someone back to address the issue at no extra cost or credit your account for the difference. Please note that this guarantee does not apply to move-in/out cleanings, reduced timing bookings, or landlord/tenant scenarios.
Payment & Scheduling
We accept payments via Visa, MasterCard, American Express, and E-transfers. Payment is due when the service is book, but a full refund can be made if cancel in advance. All payments are processed through a secure system to ensure maximum security.
Tipping is not required, but if you are pleased with the service and feel that your cleaner went above and beyond, any gratuity is greatly appreciated. Tips can be added directly on the booking page or given to the cleaners on-site.
As cleaning services are subjective, we do not offer refunds. However, if your cleaner misses something on our service checklist, please inform us within 24 hours of your appointment, and we will send a cleaner back to re-clean at no additional cost.
If you need to cancel your appointment, please notify us at least 48 hours in advance. Cancellations or rescheduling within 48 hours of your appointment incur a fee of $35. Cancellations made on the same day as the cleaning will be charged 50% of the cleaning value. If you cancel within 3 hours of the cleaning or after the cleaner has arrived, 100% of the cleaning value will be charged.
Payment is required when you book your service. If you need to cancel within the stipulated time, a full refund will be issued according to our refund policy.
While we take numerous precautions to avoid damage, accidents can happen during the cleaning process. If we accidentally break or damage something, we will do our best to address the issue promptly. However, our liability is limited to the value of the cleaning appointment for any claims. Please note that if you opt for laundry services, you assume responsibility for any damage to clothing, including fading, shrinking, or discoloration.