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House cleaning edmonton: How can we help

Help & FAQs

Getting Started

How do I create a Duty Cleaners Account?

When you book service an account is automatically created for you.  Simply set up your account, choose your password, and you’re ready to go. Alternatively you can create and log into your account at this link https://dutycleaners.ca/login/

Do you service my area?

If you’re within the Edmonton area, absolutely.  If we can reach your home within one hour of Edmonton Downtown, you’re in!

How much will it cost?

We price based on the number of bedrooms and bathrooms in the home. Select the number and the price is shown instantly on the website.

Do you bring your own cleaning supplies, products and equipment?

We bring our own cleaning supplies but please let us know if you have any special requests and we would be happy to accommodate you if possible.  Alternatively, we can use green products if you would prefer.  Please let us know if you would prefer green cleaning services so we can plan for this.

Can I request special tasks or extras?

Sure thing. Simply respond to your confirmation email or log into your account and add any comments you would like to be applied to your service.

How does Duty Cleaners work?

Duty Cleaners is one of the leading providers of home cleaning services in Edmonton. There is no easier way to schedule professional home cleaning.

Book your service in 3 easy steps:

1. Select the number of bedrooms and bathrooms in your home.

2. Select the available date/time that works best for you.

3. An experienced professional will show up and perform great service for you. It’s as easy as 1-2-3.

Manage Your Account

What is the two hour window?

Please note that if your time is a range that this is our arrival window to deal with the unpredictability of traffic, parking, and other surprises. Please note that we do allow a one hour window for our 8:30 AM time slot.

How do I change my password?

You can submit a password change request on the customer login page at https://dutycleaners.launch27.com/login/

How do I reset my password?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

How do I change my address?

Log into your account and update your address in your upcoming booking. Alternatively you can can give us a call and we will update your address for you.

How do I change my credit card?

Log into your account at https://dutycleaners.launch27.com/login/ and update your card on file.  Your new card will automatically be noted as your default card.

How do I book my first appointment?

Simply click Book Now and fill out the booking form. We ask you to describe your home (how many bedrooms and bathrooms), choose any optional extras you might want, and securely confirm payment. Future bookings are even faster once you’ve registered by clicking the “LOGIN” Button at the top right— get a cleaner in one click!

How do I cancel or reschedule my cleaning?

You can log in to your account to cancel or reschedule your booking https://dutycleaners.ca/login/. You can also contact us in a variety of ways including online chat, phone at (780)-913-6565, or email info@dutycleaners.ca

Please note that there is a $50 cancellation fee if a change or cancellation is made less than 24 hours before your service is scheduled. All changes or cancellations must be made through the online booking system or email.

Pricing & Policies

How can I view my Duty Cleaners credits?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

Can I apply a coupon to an existing appointment?

Absolutely. Simply enter your coupon (giftcard) code into the booking form as you are creating your booking.  Your final price will automatically change to reflect your coupon balance.  At any time you can log into your account and see the balance on any giftcards you have.

I bought a voucher and Duty Cleaners does not cover my area, what should I do?

Please contact us through info@dutycleaners.ca to look into this for you.

What if I don’t want all of my bedrooms and bathrooms cleaned?

We want to offer our clients a service that fits their situation. We have a flexible hourly service option that will allow you to decide how much you would like us to clean. Hourly cleaning is available for $44.99 per hour per cleaner with a 2-hour minimum.

What is included in a standard cleaning?

Duty Cleaners have a cleaning checklist that your cleaning professional will follow. You can leave additional notes in your account after checkout, by contacting us, or by providing instructions during your cleaning.

The following extra services are available if selected at checkout: inside the fridge, inside the oven, inside windows, deep cleaning, inside cabinets, move in move out, and detail blinds.

Note: To protect the safety of our professionals, we cannot perform the following: cleaning that requires climbing on ladders, exterior windows, mold removal, deep stain removal, insect and pest removal, cleaning pet messes, and items that require heavy lifting.

Is there anything that you won’t do?

We provide house cleaning services inside your home. We don’t do:

Carpet steam cleaning
Wipe bulbs and glass fixtures
Put away dishes
Clean chandeliers
Moving or lifting anything over 25 lbs
Stepping higher than 2 steps on a ladder
Cleaning bio-hazards (mold, blood, bodily fluids)
Hoarding, high levels of trash/debris
Cleaning up animal waste
Cleaning cat litter box and on floor
Cleaning insects/rodents
Heavy scrubbing walls/doors
Cleaning high to reach areas & windows
Washing exterior window

Why is my discount code not working?

Some discounts are for first time customers only and some are for recurring customers only. In addition, some discounts are only one-time, and will not work for future service. There might be a couple reasons why a specific discount code no longer works. Please contact us if you have any questions.

What is the difference between a standard and deep cleaning?

Standard cleaning is meant for a home that has been regularly maintained. A deep cleaning adds more time to the booking to focus on those areas that have not been regularly maintained such as, fronts of cabinets/drawers in the kitchen, bathrooms and laundry room, wiping the door frames and handles, light switches, and extra attention to showers/tubs.

What is your refund policy?

Due to the subjective nature of cleaning, we are unable to offer refunds on services. However, we are committed to your satisfaction and we guarantee it. If anything was missed during your cleaning, let us know within 24 hours and we’ll happily send the team back to finish any items overlooked.

Trust & Safety

Can I trust my cleaning professional?

Yes! We know letting someone into your home is a big deal, so we take a lot of care vetting our maids for safety and quality. They have all undergone extensive background and reference checks, as well as a strict interview process. Only about 10% of the people that apply end up working as a Duty Cleaners certified cleaner.

What happens if something goes wrong during my appointment?

If something goes wrong we’re here to make it right. Please let us know right away and we’ll be there to take care of it.  That’s our promise to you!

Is my billing information kept safe and secure?

We have three levels of security in place. First off, our site is Secured. The connection to this site is using a valid, trusted SSL server certificate.  Secondly our booking form has it’s own layer of 256 bit security.  Third, credit card transactions are processed by stripe and is layered on their own 256 security protocol. In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card).  Rest assured we take security very very seriously.

Do the cleaning professionals go through a background check?

Our cleaning team go through a national background check. We ensure that our cleaners are have the best work attitude, and respect when cleaning your home. Our rating system filters out those who are not up to our standards. We go beyond the regular interview tests and ask for employment history references. If we find any hesitation in meeting our demands we do not carry forward with the cleaner.

What is your 100% satisfaction guarantee policy?

If you’re not content with your cleaning, we will come out and re-clean (within a 24 hour window). We’re so sure you will be happy with our service that we can provide this.

PAYMENT

When am I charged for my cleaning?

We place a hold on the card you have on file with us 24 hours prior to your cleaning appointment and charge your card after your cleaning has been completed. (Note: The exception is if you purchased a gift certificate your card will be charged at the time of purchase)

What form of payments do you accept for your services?

We accept credit card payments only. No checks, cash, or other payment options are available, and payment is due at time of service.

How can I be assured that my payment information is secure?

Our website service provided uses the most highly encrypted and secure software available in the industry through a secure SSL connection, and your transactions are insured through our providers.

GIFT CERTIFICATES

How can I redeem my gift certificate?

You can redeem by scheduling your cleaning online, and using your gift certificate code in the discount field on our book now page.

Can I use my gift certificate towards more than one cleaning?

Yes, we are willing to work with our clients to make sure that your certificates are used to until the balance is depleted.

Are gift certificates refundable or transferable?

Due to the nature of gift certificates, we are unable to refund any gift certificates that have been purchased more than 30 days prior to the purchase date, and they can only be redeemed by the purchaser or the individual that the gift was intended for.