F.A.Q

Services

1. What’s included in a Floof clean?

Both Floof cleans include interior kitchen appliance cleaning, bathroom deep clean, wet wiping all baseboards and all reachable surfaces, interior glass windows and window sils. If the home is unfurnished(Move in/out clean), we clean inside cupboards, drawers, closets including laundry closet and interior laundry appliances.

2. The home is furnished but needs a move-out clean. What do I book?

If furniture or personal items are still present but you need a detailed clean for a turnover, book a Deep Clean and let us know it’s for a move-out. We’ll adjust accordingly!

3. Do you clean balconies or outdoor areas?

Absolutely! Balcony and terrace cleaning is one of our most requested add-ons. Just select it when booking or mention it in your quote request. Please note that balcony cleaning is only available seasonally, from April to October.

4. Do you bring your own cleaning supplies?

Yes! We arrive fully stocked with fresh cleaning cloths, liquid cleaners, extension tools, vacuum, mop, and other specialty tools. No need to worry about a thing.

5. What don’t you clean?

We don’t handle mold, biohazards, unreachable exterior windows, or extremely hazardous situations. If you’re unsure, reach out and we’ll let you know what we can do for you.

6. Do you offer service on weekends and holidays?

Yes, we’re open 7 days a week from 8am to 8pm. We're open on most public holidays as well.

Booking

7. How do I get a quote?

You can use our online quote form. 

8. How do I book a cleaning?

Online booking is the only way to book a Floof clean.

9. Do you offer same-day or last-minute cleans?

That’s our specialty. If the slot is available, we can be there within 1-2 hours. 

10. How long does a Floof clean take?

Most Floof cleans take 3-5 hours depending on the number of cleaners, size of the space and if add-on services are selected. We'll always let you know what to expect in advance.

11. How many cleaners will come?

This depends on the urgency and size of the job. We adjust the team size to get it done efficiently.

Payments & Policies

12. When do I pay?

Full payment is taken at the time of booking to lock in your spot. 

13. What payment methods do you accept?

Credit card, visa debit card and e-transfer. 

14. Can I add a tip for my cleaner?

You can add a tip upon booking or in person directly to your cleaner.

15. What’s your cancellation policy?

Rescheduling - You can reschedule your appointment up to 24 hours before your scheduled time without any additional cost. Please email hello@floofcleaning.ca with your full name and appointment date.

Cancellation - For cancellations made more than 24 hours before the appointment, we will issue a refund minus a $15.95 processing fee. If cancelling less than 24 hours before your appointment, we will retain a 50% service fee of your pre-payment. The remaining 50% will be refunded, minus the $15.95 processing fee.

Lock-Outs - In the event our cleaners cannot start the job due to a lock-out or being turned away, a 50% service fee from the pre-payment will be retained. The remaining amount will be refunded, minus the $15.95 processing fee.

Floof Cancellation - If we terminate a job due to non-compliance with health and safety guidelines, a 25% refund of the total service fee will be provided, minus the $15.95 processing fee.

Cleaning Day

16. What if I’m not home during the clean?

No problem! Just let us know how we’ll access the space (front desk, key box, lock code, etc.). This can answered during the online booking process.

17. Can I request extra services on the day of the clean?

If time and supplies allow, we will try our best to accommodate your request.

18. What happens at the end of the clean?

About 30–60 minutes before we finish, we’ll send you a quick text to give you time to head back and do a walk-through. It’s your chance to check things out, ask questions, and give your final thumbs-up before we leave. If you're not available for the walkthrough, just let us know in your booking notes. We can send over photos (or a quick video) of the space, usually by the end of the day via WhatsApp.

19. What if something breaks?

While rare, if something happens during cleaning, we’ll document it and resolve it promptly. Floof is fully insured.

Aftercare & Feedback

20. How do I request a free re-clean?

If anything was missed during your clean, let us know within 24 hours of your appointment. We’ll return and re-clean the missed spots within 48 hours. Just call or text us at (289) 834-8276 or email hello@floofcleaning.ca so we can sort it out.

21. What doesn’t count for a re-clean? 

We always want to help, but not everything qualifies. Re-cleans don’t apply to:

• Areas not included in your booked service

• Homes with extreme conditions (like hoarding, biohazards, or unsafe spaces)

• Construction dust when it wasn’t added in advance

• Services outside the scope of a Deep Clean, Moving Clean, or listed add-ons
  
  

If you're ever unsure, just ask! We’ll guide you to the right booking from the start.