Frequently asked questions

No, we provide everything we need to clean your home. We do this so that our employees are familiar with the products and tools they use.

We use minimal chemicals, primarily plain dish soap, high-quality color-coded microfiber cloths, and scrub brushes. We do not use bleach, harsh fumes, or ammonia. Only eco-friendly products are used. For liability reasons, we cannot use customer-supplied products without pre-approval.

Our normal team consists of two cleaners. On rare occasions, we send teams of three.

Please pick up clothing, toys, and other items to help us focus on cleaning. If you have specific preferences, contact us to discuss them.

You do not have to home for your house cleaning service. As long as your team has a method of entry and can secure your home upon departure you do not have to stay home but you can if you want to.

Yes, all our Employees have successfully passed our intensive screening process which includes a Criminal Record check, a background check, and an 80 Question Pre-Employment Test. This is ALL done before we even begin training. We only hire people that we would trust in our own homes!

For health reasons, our teams will not clean blood, feces, vomit or urine from animals nor humans.

Your home will be cleaned by a team of two fully trained Ottogeek's Home Service Professionals.

Our normal work days are Monday to Friday from 9:00 a.m. to 5:30 p.m., although these hours may be adjusted slightly to meet your individual needs. While it is not always possible to give a specific time of arrival, we will make every effort to adjust our schedule to meet your needs.

We stand behind our work. If you are unhappy with your home cleaning, let us know within 24 hours and we will send a team back to fix it at no additional charge. We may also send out our Field Supervisor to oversee so we can fully understand your needs and determine a plan of action for future visits.

Yes, you can. When booking online, provide details about your customized cleaning routine, or call us for assistance.

It’s a sad thing, but even with considerable care, accidents can happen. If something gets broken during your home cleaning we will leave you a note, and contact you to arrange replacement or repair. We ask that any irreplaceable items or small items of high value (like the fine bone china ballerina that once belonged to your Great Great Grandmother) please be put away in a safe place on cleaning day. Also before starting cleaning, we will be taking before and after pictures of any damages that already exist and areas that we have cleaned.

Our team is pet-friendly, so unless your pets are aggressive, there shouldn't be any issues. We recommend keeping pets in an area that won't be serviced. If any concerns arise, we'll inform you to create a suitable plan.

Email our office at least one day in advance so that we can schedule any extra time that might be required.

Our cleaning services include thoroughly detailing your kitchen and bathrooms, vacuuming floors throughout your home, washing floors, dusting baseboards, pictures, lampshades, window sills, furniture, light fixtures and cupboard exteriors. Special requests, such as appliance cleanings, may be arranged for an additional investment. We are here to assist you — please indicate your individual cleaning service preferences when booking online.

Below is a list of items we DO NOT clean around the house:

• We do not clean the outside of windows or any outside walls, patio furniture, etc.

• We do not lift, pull out, or move heavy furniture or appliances such as: couches, fridges, ovens, bookshelves, washers, dryers, etc. We will try to reach underneath or around but we can’t guarantee that that area will be completely cleaned. Most clients move any large furniture beforehand for us or, if they’re home, they will move the furniture or appliances as needed.

• We do not clean the inside of washers, dryers, and dishwashers.

• We do not clean pet excrement and/or pet cages, aquariums, etc.

• We do not clean bodily fluids, mold, hazardous materials, dangerous chemicals, or deceased rodents/ vermin. These types of cleaning services require a specialized cleaning company.

• We do not clean ceilings or areas outside of a cleaner’s reasonable reach (ie. high walls, high shelves, light fixtures, or the tops of windows). If you provide a step ladder they will use that to reach areas just out of their reach, but we do NOT have our cleaners climb on full ladders to clean chandeliers, for example.

• We do not wash or mop unfinished concrete.

• For liability reasons, we do not provide laundry services or wash dishes by hand.

• We will throw your garbage in your trash bin but we will not take any garbage or junk off the premises.

• We do not do any post renovation or post construction cleaning.

A one-time full amount will be charged before starting the work on the client’s premises.

We require two business days notice to cancel or reschedule recurring service in order to have adequate time to fill the spot reserved for you. Less than the required notice will result in a full amount of the service charged as a cancellation fee.

You are under no contractual obligation as payment is made at each visit. We would prefer to earn your continued patronage based on our ability to meet your cleaning needs, rather than based on a contractual relationship.

If your scheduled cleaning falls on a statutory holiday, we will contact you to reschedule your clean.

If you have vacation plans and need a temporary cancellation of your cleaning services, please email the office to make arrangements.

We ask that you take a few minutes the night before your scheduled cleaning to tidy. This will allow us to devote all of our time in your home to cleaning, giving you the best value for your investment. We are here to assist you so please contact us to discuss your individual preferences. While COVID-19 remains an issue, we also ask that you follow social distancing guidelines. Our customers can either leave their home while we clean, or isolate in a separate room in the house.

Clients are either home, hide a key somewhere or provide a key for us to keep on file.

Upon booking your home cleaning service, in the “Comments” section you will be able to share entry instructions and other information you think we need to know.

For any additional inquiries, please email us at [support@ottogeek.ca](mailto:support@ottogeek.ca).