Feel like a guest in your own home
Q : Is your payment method safe?
A: We use one of the most secure payment methods powered by Stripe, Pay securely using our 256 bit encrypted checkout system. (https://stripe.com/en-ca)
Q : Does orchid Housekeeping have insurance?
A : We screen all our cleaners, who undergo strict criminal background checks.
Furthermore, we are insured and bonded. Our insurance policy provides a Comprehensive General Liability limit of $2,000,000.
Q : Are your housekeepers trained?
A : All our housekeepers go through a training to provide our clients with the highest industry standard service.
Q : How many cleaners do you send?
A : We usually send a single cleaner, since a single well trained housekeeper is all that’s needed for up to 4 bedrooms home.
Q : Is there any area that you can not clean?
A : Safety first, for both our housekeeper’s and client’s safety we don’t clean the following:
Any human or pet waste (bodily fluids)
No exterior windows or balconies
Do not clean inside the garage
We do not clean anything higher than what can be reached using a step-stool
Anywhere that requires heavy lifting
Anywhere that has been infested by some type of vermin
NOTE: ANY DAMAGES CAUSED BY THE LIST ABOVE WILL HAVE TO BE COMPENSATED BY A $500 PENALTY
Q : What do I need to do to reschedule or cancel a booking?
A : Our platform has been built for flexibility.
You can login to your account and reschedule within the week of booking or cancel the entire booking.
Please give us 24 hours notice if you need to cancel, otherwise there is a $50% cancellation fee.
Q : What is your Satisfaction Guarantee?
A : 24 hours clean Guarantee - if for any reason you were not satisfied with our cleaning standard, please contact us within 24 hours and we will return in order to clean the areas we have missed at no cost. Your satisfaction and comfort is our priority at Orchid housekeeping.
Q : Do you provide all the cleaning products?
A : Yes, we provide all cleaning products that are needed. However, If you would like a specific cleaning products Eg. Green products, we’re happy to use any products you supply to clean your home.
Q : Are there any commitments or contracts?
A : No, you can cancel service anytime without any penalties.
Q : What will happen if the cleaner can not access my home?
A : If we dispatch a cleaner and they're unable to access your home, we'll do our best to get a hold of you. However, there is 50% penalty of you quoted rate that will be charged if we cannot get a hold of you and gain access to your home.
Q : Can I pay cash?
A : We unfortunately do not accept cash as payment.
Q : What if I have pets?
A : We love pets. Feel free to leave your pet's name in the appointment notes so your cleaner knows how to address them. If they don’t love us, please keep them in a separate area for the safety of our housekeepers.