Frequently asked questions

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What are the hours of operation?

Our hours of operation are:

Monday – Friday: 8am-10pm

Saturday: 9am-6pm

Sunday: 9am-5pm

How do I book my cleaning service?

To avoid any overcharge, we ask our clients to select the right package when booking the service. For example, if your home is 2 beds 2 baths or more, you should not select 1 bed 1 bath. It’s unfair to expect our staff to clean up your home in less time than they need.

In the booking form, you have a list of extras that need to be selected if you require us to clean any of these items. Every item requires extra time and effort that needs to be charged accordingly. Also, some items such as windows and blinds require the use of a ladder, so we need to know in advance which tools and products we need to bring to do a proper clean up.

Do I have to be at home when the cleaners arrive or leave?

No, you do not! But, if this is your first time booking an Oak cleaning, initial instructions are important to align all the expectations.

Can I trust your cleaners?

Absolutely! Our cleaners are all background checked and we carefully review all the job applications to guarantee the best reliable service.

Is Oak Clean Lisenced, Bonded, And Insured?

We certainly are! We have general liability coverage of up to $2 million and provincial license to operate anywhere in British Columbia.

Does Oak Clean use toxic cleaning products?

In some instances “Harsh” chemicals are strictly used on tough to clean areas. For example, a glass shower door with calcium buildup will require CLR to clean.

Is it okay if I leave a key somewhere for Oak cleaners to have access?

Yes! After the initial visit, it is actually preferred. This way, we won't hold you up if you need to run personal errands out of home.

What if something breaks?

Fortunately, it never happened. But in case an accident occurs. Please contact our office as soon as possible so we can make an insurance claim to replace the valuable item.

Do You Clean Any Outside Surfaces Of The Home?

We do not. Our insurance only covers our cleaners inside your home.

Is it possible to schedule a cleaning service for the weekend?

Yes, of course. Our hours of operation are weekdays from 7 am to 8 pm and weekends from 8 am to 4 pm.

Will I have the same cleaners every time?

If requested, yes. However, cleaners may be unavailable due to personal reasons such as illness or vacation. In this case, we will give you the option of rescheduling or requesting a different cleaning.

Will I have to be present during the cleanup?

It is up to you. If you decide to not be present, please, send us ahead of time all the instructions regarding the entry, key pick up, and special notes.

What are the payment methods?

We accept credit cards, PayPal or e-Transfer.

What if I need to cancel an appointment at the last minute?

You can contact us on our live chat or call us to cancel your appointment. Cancelations done at least 24 hours in advance will have no cost. Appointments canceled within 24 hours may be subject to a $40 fee.

Do I have to provide any equipment or cleaning products?

No, we provide every equipment and cleaning product necessary for our service. Yet, if you want us to use your own product or equipment, you can let one of our cleaners know and we will do so.

What if I am not satisfied with the work provided?

Your satisfaction is our top priority. So, if you’re not 100% satisfied, you can let our team know before they leave and they will put an extra effort until you are happy with the result. If you are still unsatisfied and wish to contact us, please call or email us and we will make every effort to fix the problem.

Cancellation, refunds and reschedules

If you cancel before 48 hours you will receive a full refund to the payment information on file.

If you cancel within 48 hours of your booking, your booking is credited to your account to use whenever you’d like.

If you cancel within 24 hours, it is a non refundable full charge.

We do not charge for rescheduling as long as it is done before 48 hours of your original booking.

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