Serene Kleen FAQ’s
1.House Cleaning Services
What types of house cleaning services do you offer?
Here’s a full list of our house cleaning services:
We offer a variety of house cleaning services designed to fit your need. Our available frequencies include:
If you’d like to add extras such as walls or oven & fridge interior, visit our online booking page, where you can view available times and customize your cleaning service. Payment is processed via card on file on the day of the cleaning.
To explore each service in more detail and view pricing, please visit our cleaning services page and booking form.
2. Booking, Cancellation, and Rescheduling
How do I book a cleaning service with Serene Kleen?
You can easily book a cleaning service through our online booking form. Simply select the type of service you need, choose a time that works for you, and confirm your booking. You’ll receive an email with all the details.
What is your cancellation policy?
We require at least 24 hours’ notice to cancel or reschedule a booking. If you need to make a change, please contact us via phone or email as soon as possible to avoid a cancellation fee.
Can I reschedule my cleaning?
Yes! You can reschedule your cleaning as long as you give us at least 24 hours’ notice. Simply get in touch with us by phone or email to let us know your preferred time.
Will I receive reminders for my scheduled cleaning?
Yes, we’ll send you reminders via text and email one day and three days before your scheduled cleaning to ensure everything goes smoothly.
How do I rate my cleaning service?
The morning after your cleaning, you’ll receive a text and email asking for your feedback. You can rate your service and share any comments you have.
What if I’m not happy with the cleaning I received?
Your satisfaction is our priority! If you’re not happy with your service, please contact us within 24 hours, and we’ll make it right. Based on the issue, we may send a cleaner back or offer a partial refund.
3.Cleaning Service Categories
What is included in your various cleaning services?
At Serene Kleen, we offer a variety of cleaning services designed to meet the unique needs of our clients. Here’s a breakdown of what’s you should expect in each service:
If you have any specific cleaning needs, feel free to contact us, and we can customize a cleaning plan to suit your requirements. Whether you need a one-time deep clean, regular maintenance, or a specialized service for your home or business, we are here to help!
For a detailed comparison of all our cleaning services, please visit our Cleaning Checklist page. You can also view a complete list of services on our Cleaning Services page.
4.Service Areas
What areas do you service?
Serene Kleen proudly provides cleaning services across three main provinces in Canada: Ontario, Alberta, Manitoba and British Columbia. Below is a list of the cities we serve:
Alberta
Edmonton
Leduc
St Albert
Beaumont
Fort Saskatchewan
Strathcona County
Stoney Plain
Spruce Grove
Devon
Sherwood Park
Calgary
Airdrie
Chestermere
Cochrane
Okotoks
Ontario
Toronto
York
North York
East York
Etobicoke
Scarborough
Whitby
Pickering
Ajax
Oshawa
Vaughan
Markham
Richmond Hill
Mississauga
Brampton
Caledon
Oak-ville
Milton
Burlington
Waterloo
Cambridge
Kitchener
Niagra Region
Hamilton
Ottawa
Windsor
Barrie
London
British Columbia
Vancouver
North Vancouver
West Vancouver
Richmond
Delta
New Westminster
Port Moody
Coquitlam
Port Coquitlam
Burnaby
Surrey
Manitoba
Winnipeg
Do you service areas not listed above?
Yes! We also service nearby towns and areas not specifically listed above. If you are outside of our main service cities, please contact our customer support team to confirm availability in your area. You can reach us at (780)-952-8417 or email info@serenekleen.com.
Do you service areas not listed above?
Yes! We also service nearby towns and areas not specifically listed above. If you are outside of our main service cities, please contact our customer support team to confirm availability in your area. You can reach us at (780)-952-8417 or email info@serenekleen.com.
For more details on all the areas we serve, please visit our Service Areas page.
Are there any extra charges for service in remote areas?
In some cases, there may be additional charges for services in remote areas or locations outside of our primary service zones. Please contact us for specific pricing in your area.
5.Cleaning Checklist
What is included in your cleaning service packages?
At Serene Kleen, we offer a range of cleaning services to fit your needs, including Standard Cleaning, Deep Cleaning, and Move-In/Move-Out Cleaning. Below is a quick overview of the tasks included in each service. For a more detailed comparison, please visit our Cleaning Checklist page.
Standard Cleaning Service
Our Standard Cleaning Service is designed for homes that are well-maintained and in need of regular upkeep.
Deep Cleaning Service
Our Deep Cleaning Service is a more thorough option for homes that may need a less frequent, more detailed clean.
Move-In/Move-Out Cleaning Service
Our Move-In/Move-Out Cleaning is perfect for preparing homes for new tenants or owners, or giving your old place a thorough clean before you leave.
For more details on specific tasks included in each service package, or to see a complete list of areas available for cleaning, please visit our Cleaning Checklist page.
What if I need a customized cleaning service?
If you require a specific task or additional service that isn’t listed in our standard packages, we can tailor a cleaning plan to suit your needs. Just let us know the details when booking, and we will accommodate your request!
6.Cleaning Discounts
Are there any discounts for specific services or packages?
Yes, we offer discounts for recurring cleaning services:
In addition to these regular discounts, we also run seasonal promotions and holiday sales throughout the year. You can use these discount codes as long as they are valid. Be sure to check our website or subscribe to our newsletter to stay updated on upcoming deals and promotions!
For any questions about specific discounts, feel free to reach out to our customer support team.
Do you have any seasonal cleaning offers or promotions?
Yes, we run seasonal promotions and holiday sales throughout the year. Be sure to check our website regularly or subscribe to our newsletter to stay informed about upcoming deals.
7.Satisfaction Guarantee and Complaints
What should I do if I am not satisfied with the cleaning service?
Your satisfaction is our priority! If you are not completely satisfied with your cleaning, please contact us as soon as possible. We’ll work with you to resolve the issue. In most cases, we may ask for pictures of any areas that were missed or need attention. Based on the situation, we’ll either send a cleaner back to readdress the issue or offer a partial refund. We strive to ensure you are happy with every service, and we are committed to making it right!
What happens if I am not satisfied with a service provided?
If you’re not satisfied with the service, please let us know within 24 hours. We are happy to send a cleaner back to address any concerns or offer a partial refund based on the situation.
How do you handle recurring complaints or issues with a cleaner?
We take all feedback seriously. If there are recurring issues or complaints with a particular cleaner, we will review the matter with you and take the necessary steps to ensure it is addressed, including reassigning a different cleaner if needed.
8.Special Requests and Customizations
How can I make special requests or specify areas of focus for the cleaning service?
You can easily make special requests when booking your cleaning service online or by contacting us directly.
During the online booking process, you’ll have the option to select on any add-ons such as walls, blinds etc. You can also add notes and highlight any specific areas of focus or special considerations. This helps us tailor the service to your exact needs.
If you prefer, you can also reach out to us via email at info@serenekleen.com or call us at (780)-952-8417 to discuss your requests in more detail.
Can I customize my cleaning to include additional tasks?
Yes! You can customize your cleaning by selecting add-ons such as cleaning windows, blinds, or other specific tasks during the booking process. These additional tasks will incur a separate charge. If you’d like to request a custom cleaning plan or add specific tasks, just let us know at least 24 hours in advance or when booking.
9.Cleaning Day Prep
How should I prepare my home or office before the cleaners arrive?
To ensure we provide the best service possible, here are a few steps you can take to help us work efficiently and effectively:
Considerations for Pets:
Ensure pets are safely secured in a separate area of your home or office. This minimizes stress for both pets and cleaners and ensures everyone’s safety.
Unsafe Environments:
Notify us in advance of any potentially hazardous conditions (e.g., biohazards, unsafe structures) so we can take appropriate precautions.
AC/Heat:
For comfort, maintain a comfortable indoor temperature by adjusting your heating or cooling system to an appropriate level for our cleaners.
Children:
For safety reasons, please keep children in a safe area away from cleaning zones to avoid any accidents or distractions.
Home Access:
If you won’t be home during the cleaning, please provide clear instructions for accessing your home. This could include key codes, lockbox details, or any other entry method that works best for you.
Parking:
Make sure there is available parking near your home or office for our cleaning team’s vehicle. This helps avoid delays and ensures the team can start on time.
Do I have to be home during the cleaning?
It’s entirely up to you! You do not need to be present during the cleaning. If you won’t be home, simply provide access instructions during your booking, and our cleaning team will handle the rest.
10.Supplies and Equipment
Do you provide your own cleaning supplies and equipment?
Yes, our cleaning team brings all the necessary supplies and equipment to ensure your space is cleaned to the highest standards.
Can I request specific cleaning products to be used?
Absolutely! If you have any specific cleaning products you’d like us to use, please let us know in advance. We’ll be happy to accommodate your preferences to ensure your satisfaction.
For any questions or special requests, feel free to contact us at info@serenekleen.com or call (780)-952-8417.
Are your cleaning products safe for children and pets?
Yes, our eco-friendly cleaning products are non-toxic and safe for children, pets, and anyone with sensitivities to chemicals. If you have particular concerns, let us know, and we can tailor the service to meet your needs.
Do you use eco-friendly cleaning products?
Yes, we offer eco-friendly cleaning products as part of our standard service. If you have a preference for eco-friendly or non-toxic products, please let us know, and we will prioritize their use in your cleaning.
11.Cleaning Team / Staff
Who will clean my home or office?
Our cleaning teams are made up of experienced and trained professionals who are committed to providing high-quality cleaning services. You can trust that each member of our team has been thoroughly vetted and background checked for your peace of mind.
Can I request a particular cleaner?
If you’ve had a cleaner in the past whom you were particularly happy with, feel free to request them for future cleanings! While we can’t guarantee availability, we will do our best to accommodate your request.
Can I request more than cleaners for my cleaning?
Do I have the same cleaner each time?
If you prefer consistency, we can assign the same cleaner to your recurring services, depending on availability. Let us know when you book your service, and we’ll do our best to make the necessary arrangements.
12.Time & Cleaning Length
How long will it take to clean my home?
The length of time it takes to clean depends on several factors, including the size of your home, the type of service you’ve booked, and how much cleaning is needed. For example, a deep clean will take longer than a standard cleaning.
We charge flat rates for our services, so you won’t be charged extra based on how long the cleaning takes. You’ll know the full cost upfront when you book. However, if additional tasks or areas are requested during the cleaning (such as cleaning blinds, windows, or other add-ons), there may be extra charges for those specific tasks.
Why is my cleaning taking longer than expected?
Cleaning times can vary based on the size of your home and the condition of the areas being cleaned. A larger space or a more detailed cleaning (like deep cleaning) will naturally take more time. If the time exceeds typical expectations, it’s usually because more work is involved. Rest assured, our pricing is based on the cleaning package you’ve chosen and not the time it takes to complete the job—extra charges apply only for additional tasks or services that weren’t included in your initial booking.
Do I get charged for extra time if my cleaner takes longer than expected?
No! Our cleaning services are charged at a flat rate, which means you won’t be charged extra for time. If the cleaner takes longer than expected due to the nature of the cleaning, the price remains the same. However, please note that if additional tasks or special requests are made during the cleaning, those may incur extra charges. You will be notified of any added costs before proceeding.
13.Commercial and Office Cleaning Services
What types of commercial and office cleaning services do you offer?
We provide a range of cleaning services for businesses, including:
We can customize a cleaning plan to fit your schedule, budget, and specific requirements.
How do you ensure security and privacy in commercial settings?
At Serene Kleen, we prioritize the security and confidentiality of your business. All of our cleaners are thoroughly vetted and trained to maintain the highest standards of professionalism. They are experienced in working in office environments and are sensitive to the privacy and security needs of your business. You can trust us to handle your space with the utmost care and discretion.
14.Services We Do NOT Offer
What cleaning tasks are not covered by Serene Kleen?
While we strive to meet a wide range of cleaning needs, there are certain tasks that are not included in our services:
If you need services outside of what we provide, please feel free to contact us, and we may be able to recommend a specialist who can assist you.
15.Payment Methods
What payment methods do you accept?
We accept a variety of payment methods for your convenience, including:
Payment is processed securely through our online booking system.
When is payment due for the services?
Payment is due upon completion of the cleaning service. Once the job is finished, we’ll process your payment through the method you’ve selected.
How do I tip the cleaner(s)?
You can tip in the following ways:
100% of the tip goes directly to the cleaner(s) as a token of appreciation for their hard work.
16.Security and Privacy
How do you ensure the security and privacy of my home or office?
At Serene Kleen, your security and privacy are our top priorities. To protect your space, we ensure that:
Is your company insured, and are the cleaners screened?
Yes, we are fully insured, and every cleaner undergoes a rigorous vetting process, including background checks.
Do I need to worry about the safety of my personal information?
No, we take your personal information seriously and ensure that all data is kept secure. Our online booking platform uses secure payment processing and encryption to protect your information.
Can I trust Serene Kleen with sensitive areas of my office or home?
Yes, our staff is trained to handle sensitive environments with care and discretion. We respect your privacy at all times.
17. Gift Cards / Referrals
Do you offer gift cards?
Yes, we offer gift cards for any cleaning service. They make the perfect gift for housewarmings, birthdays, or holidays! You can purchase them directly on our website.
Do you have a referral program?
Yes! We appreciate your referrals. If you refer a friend or family member who books a cleaning service with us, you’ll both receive a discount on your next cleaning. Be sure to ask about our referral program when you book your next service.
How can I get a quote for cleaning services?
You can easily request a quote by filling out our contact form on our website, sending us an email, calling us directly at (780) 952-8417, or chatting with us through our live chat, giving details directly to our Serenebot. We’ll need some details about your cleaning needs to provide an accurate estimate.
What information do you need to give an accurate cleaning quote?
To give you the most accurate quote, we will need the following details:
What types of cleaning services do you offer?
We offer:
Can I request additional services as part of my cleaning quote?
Yes! If you need additional services such as fridge, oven, or cabinet cleaning, interior windows, wall cleaning, or other specialized services, just let us know, and we’ll include it in your quote.
What do I need to know about the size of my home for a quote?
Please provide an estimate of the square footage of your home or the number of rooms you need cleaned. This helps us determine the amount of time and effort required for your service.
Do you clean homes with pets?
Yes, we can clean homes with pets! Just let us know how many pets you have so we can tailor our cleaning approach accordingly.
How can I get in touch to request a quote?
You can reach us in any of the following ways:
Do you clean homes that have not been cleaned professionally in a while?
Yes, we can still provide a quote for homes that haven’t been professionally cleaned in the last 6 weeks. Simply let us know so we can adjust our approach accordingly.
How soon will I receive my quote?
Once we receive all the required information, we will generate and send your personalized quote as quickly as possible, typically in under 24 hours.
What should I expect after submitting my request for a quote?
After you send us your information, we will carefully review your needs and respond with a detailed quote that matches your requirements. If you have any additional questions or changes, feel free to contact us at any time.
19.Arrival Time
What is an arrival time window for my cleaning appointment?
We provide a time window for your cleaning appointment, not an exact time. This is because our cleaning team may be finishing up at another location before arriving at yours. You can expect our cleaners to arrive within this window, which is typically 8 AM – 11 AM or 11 AM – 3PM.
How will I know when the cleaners arrive?
Once our cleaning team arrives at your location, we will send you a notification to let you know they’ve arrived. This could be via email, text message, or through our app, depending on your preferences.
Can I choose my own arrival time?
Unfortunately, we cannot offer an exact arrival time. However, we do our best to provide convenient time windows that work for you. If you have special time requirements, please let us know, and we will do our best to accommodate you.
What happens if the cleaner is running late?
If for any reason the cleaner is delayed, we will notify you as soon as possible with an updated estimated arrival time. We always strive to keep you informed and on schedule.
Can I reschedule or adjust my arrival window?
If you need to adjust your arrival window, please contact us as soon as possible. We will do our best to accommodate your request, though availability may depend on our schedule for the day.
What if I miss the cleaner’s arrival?
If you’re not home when the cleaner arrives, there’s no need to worry! You can simply provide us with instructions or access details (e.g., door codes, key locations, etc.) when booking, and our cleaners can proceed with the service. If for any reason we are unable to access your home, we’ll attempt to reach you via phone or the contact method you provided. If we can’t get in touch, we may need to reschedule the cleaning.
We strive to make the process as convenient as possible for you, even if you’re not home during the cleaning.
What time should I expect the cleaner to arrive?
You will receive an estimated time slot when you book your service. While we can’t guarantee an exact arrival time, we ensure our cleaners arrive within the provided window and keep you notified of any changes.
19. Contact Information & Support
How can I contact Serene Kleen?
For any questions, concerns, or to request a custom cleaning service, you can reach us by phone at (780)-952-8417 or by email at info@serenekleen.com. Our customer support team is available during business hours to assist you.
What should I do if I need help outside of regular business hours?
If you need assistance outside of business hours, you can send us an email or leave a message, and we’ll get back to you as soon as possible during business hours.