FAQ's

We know that pets are members of your family and we do not require that they be out of the home. We do however request that they be crated or left in a closed room as pets can often become anxious around new people and the noises made by our vacuums. Please note that we do not clean up animal urine and/or feces as part of our cleaning service.

You are not required to be home for your appointment, and in fact, many of our clients find it easier not to be as our staff may work in more than one room at a time. At the time of booking, our staff will take access details from you. In the event that our cleaners can not get into your home for your scheduled appointment, there will be a ‘lock out fee’ equal to 100% of your quoted cleaning cost.

While we love to accommodate requests when possible, we do refrain from cleaning electronics.

Yes, Twisted Mops provides all necessary products and cleaning supplies required for each appointment. If you have specific products you would like our staff to use, please leave a note at the time of booking and leave all products in a clearly visible location accompanied with directions for product use. Please note that the health and well being of our staff is a priority and should a product not meet our health and safety standards, we reserve the right to decline to use it.

While we try our best to provide an accurate time window based on property specifics such as square footage and number of rooms, we also want to ensure that you are entirely satisfied with our service so occasionally we may go beyond the discussed time.

The number of staff that we send to clean a property depends on the size and scope of the clean required. Whether we send one staff member or a team of 3, you will be charged our standard rate of $45/hr per staff member. For example, whether 1 staff cleans for 3 hours or 3 staff clean for 1 hour, the cost would be $135.

We strive to keep our products as healthy as possible for the environment, your home and our staff which is why we focus on natural, non-toxic, biodegradable cleaning products. Below is a list of our favourite products and where in the home they are used. If you’d like more detailed information, our friendly staff are happy to answer any questions about any of the products that we use.

-Pink Solution All Purpose Cleaner - Great for counters, walls, sinks and more

-Pink Solution Scrub - Effective for hard surfaces like counters, bath tubs and sinks

-Bona Floor Cleaner - Designed for sealed, hardwood floors

-Swish Clean & Green - Ideal for laminate flooring

-Vinegar & Essential Oils - Cleans and disinfects ceramic tiles, windows and door handles, among other things

We want your clean to be a stress-free process so we don't want you to fuss, however, we strongly recommend that you put all valuables in a safe place to avoid any accidental breakage.

While we do try to keep consistency with the staff member that cleans your property, it is not always possible. In the event that new staff members are providing your cleaning, our head office will ensure that they are armed with any special requests or preferences that you have previously communicated with members of our team.

Yes, Twisted Mops staff are bonded, insured and covered by WSIB.

While tips are not necessary, they are appreciated and provide a great way to reward a staff member for their hard work. Tips can be given at your discretion.

We realize life gets busy and plans change so we aim to be as flexible as possible when cancelling and rescheduling cleaning appointments. We also realize that our staff’s livelihoods depend on their work as cleaning staff. In order to respect all parties, we ask for 48 hours notice should you need to cancel or reschedule. Any cancellations done after that time may be subject to a 100% cancellation fee, depending on location and scope of work scheduled.

We currently accept payment in cash, via e-transfer or with credit cards at time of booking or at point of service.

We pride ourselves on leaving you with a sparkling home you’ll be proud of which is why we send our quality control manager to spot check our cleaning teams’ work as well as follow up with clients to ensure satisfaction. If we’ve missed something, please reach out to us within 24 hours of your appointment and we will make it right!

We guarantee you’ll love our work! If not, just contact us within 24 hours of your completed clean and our staff will make it right.