Contact Us for All of Your Property Cleaning Needs

FAQ’S

GETTING STARTED

Do you service my area?

We service Comox and Courtenay 7 days as week. We also visit areas outside of the Comox Valley as south as Fanny Bay, north to Campbell River and a high up as Mt. Washington! Set dates for 'Out of Town' days and travel charges do apply.

How Many Cleaners Do You Send?

Most appointments include 2 cleaners, but on occasion for smaller jobs 1 cleaner will arrive or 3 cleaners for larger jobs.

How much will it cost?

All of our jobs are charge by the hour. Our professional cleaners are efficient and task oriented based on your requests and budget.

ONE TIME CLEAN - We charge $45.00 per hour per cleaner and all products are provided at a minimum of $150.00

MOVE OUT CLEAN - Please call for estimate. We charge $50.00 per hour per cleaner and all products are provided at a minimum of 10 Hrs for a full service clean.*

REPEAT CLEAN - After a ‘Start-Up Clean’ has been completed, we are at the repeat maintenance stage! Hooray, this is booked for time based on your needs you your budget! We can now apply discount of 10% off repeat service*

EXTERIOR CLEAN - We provide an onsite quote for this service

COMPASSION CLEAN - A Non-Profit service for low-income seniors, medical needs and people with disabilities is available. 10% of ABODE profits and administration time go towards this service in partnership with ‘Better at Homes’.

Is tip included?

Tipping is very appreciated but not mandatory or required in any way, but you have the option of doing so if you feel that you've received exceptional service by emailing the office and request ‘Add on tip amount” to the bill.

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

Yes, we do supply our own environmentally friendly products and tools including: Abode Zero Waste Solutions; All Purpose Cleaner and Sanitizer, Norwex Mop system and Microfibre Cleaning Techniques.

We may have on hand but do not guarantee and do not supply specialty cleaners such as stainless steel cleaner, granite cleaner, tile/grout cleaner, bona floor cleaner, wood polish etc. You may leave product for the cleaners to use but they need very clear instructions on how to use and we are not liable for any problems or damage done by the products our staff are unfamiliar with. Staff may refuse to use cleaners that are extremely toxic or they have sensitivities to. 

Vacuums: If you have a good quality vacuum system designed for your home, we highly recommend allowing the team to use it. There are so many different types of flooring, hardwood, carpet, throw rugs, pets and hair and so many different types of vacuums. We do carry a small portable upright vacuum designed for low pile carpet and bare floor but may not be the best option for thick carpet and heavy pet hair.

Do I have to be home while you clean?

You do not have to be home as long as your cleaner has proper directions for entering and exiting your home. Please input these instructions when booking your appointment.

We highly recommend proving a key for us to access if you are not home, so you are not liable for a cancellation charge if we can not get into the premise.

Can I request special tasks or extras?

Yes! Absolutely, we clean by request as per budget so keep. In order to make sure we have time it is ideal to make requests for additional services in advance. There may be extra charges for product usage with oven cleaning, tub/ toilet descaling, window cleaning and floor polishing. Sorry, we do not move large furniture or do any lifting over 30 lbs.

You can request additional time to future appointment by logging into your account through your Client Hub.

How do I change my address?

If you need to change your address of frequency of cleaning please call us at (250) 999-2784. You can also send us a email or request through your client hub
https://clienthub.getjobber.com/client_hubs/5b42e3c3-6ea7-491d-883c-4987028e05e7/login/new

How do I change my credit card?

You can access your client account to make any requests, changes and credit card updates! Or just give us a call! 

Client Hub
50-218-6065

How do I book my first appointment?

You can either book online in under 60 seconds or call us at 250-218-6065

What happens if I want to cancel my cleaning?

Simple, Just send us a quick email or give us a quick call and we can change the date/time or cancel all together. You can also access your Client Hub for any changes. No contracts no penalties if you call within 48/h of your next appointment! 

TRUST & SAFETY

Can I trust my cleaning professional?

All of our cleaners are thoroughly vetted, we perform a background check and they each go through extensive training to ensure they are ready to make out customers happy. 

What if my cleaner breaks something?

We train our staff to work in a cautious but consistent and steady pace, we NEVER encourage staff to rush, so if items are frequently being broken we need to know. Accidents DO happen so sentimental items and valuables should be put tucked/ locked away out of the cleaners designated cleaning area. We are not liable for broken items during cleaning but will do our best to fix or replace it. If an item of significant value please take a picture of the broken item and text or email to the office. 

What is your "Cleaner's Right to Refuse Request" Policy?

The "Cleaners Right to Refuse a Request" Policy is the our agreement with our staff. If they feel they are in an unsafe environment and not comfortable with a request to clean something that is too high up, too heavy, or just too gross, they have the right to refuse. A few examples of things we do not clean; cat littler boxes, pet fecal, bodily fluids, broken glass shards, items over 30 lbs may not moved, anything over a two step ladder. 

*Heavy Duty Cleaning Specialists can be booked for the above cleaning at an additional charge.

MANAGE YOUR ACCOUNT

How do I pay?

We email all invoices. You can pay via JOBBER securely online with Visa and MasterCard. E-transfer to payments@abodezero.com 

Or you can pay through your Client Hub

Staff DO NOT accept cheques or cash but if this is your preferred method you may mail a cheque to 712 #303 Kilpatrick Ave Courtenay For your convenience, we can also set up auto payment via the office using a credit card.

Is my billing information kept safe and secure?

Very Secure! We use a third party program called Stripe. Stripe powers commerce for thousands of sites across the web. You can rest assured your personal details are not shared with anyone!

Do the cleaning professionals go through a background check?

Absolutely, we make sure to only hire cleaners with the up-most professionalism, clean abstract and are dependable. We understand it takes a lot to trust someone with your house so we do absolutely everything we can to put your mind at ease.

What is your 100% satisfaction guarantee policy for “Full Service” Standard Cleaning?

We are all about customer happiness, so we created our 100% Guarantee with our Full Service Cleaning. Not satisfied with your cleaning? We will send out another team to re-clean within 24 hrs or give you up to a full refund! We will do everything in our power to make sure, at the end of the day, you’re glad you chose Abode Complete Cleaning. Our goal is to have you raving about us to your friends, and we aren’t happy until you are!

What is your 100% satisfaction guarantee policy for “By the Hour” Custom Cleaning?

100% satisfaction guarantees with our full service cleaning! If we missed an area please call ASAP and we will re do the area within 24 hrs! 

We do not offer a refund with cleaning that is booked ‘By The Hour on Budget’ as often there is not enough time to clean an entire home. Budgeted cleaning is a special request that is below our recommended cleaning time frame and we will clean to a ‘priority list’ as best as we professional can! 

Will the same cleaner show up for all my appointments?

If you're happy with your cleaner you had, and you have repeat cleaning, we're happy to send them to all of your appointments. If you’re not happy just request another cleaner, once we figure out your needs and requests we will get an idea of your perfect match. After all, no two cleaners clean alike! 

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