How Can We Help?

Help & FAQs

Getting Started

How do I create a Here2Clean Account?

Ready to get started? Simply go HERE. Fill out the sign-up form and make sure to create a secure password. You’ll receive an email to confirm that you’ve successfully signed up. You can then use the email and the password you set up to log on your account.

You can also just go ahead and book a cleaning right away. When you book, you will automatically get a customer login account. This will allow you to update your booking, add new ones, buy gift cards, update credit cards, and more.

Do you service my area?

To get Here2Clean services, you need to be within the Greater Toronto Area and surrounding towns. We are working on partnerships and expansions to other areas to serve our customers better.

What is included in a standard cleaning?

Please visit this page to learn more about our standard house cleaning services.

How much will it cost?

You will instantly see the price on the booking form once you enter your information. Our flat rates depend on the number of rooms to be serviced.

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

Our Here2Cleaners can provide everything needed to get your home in tip-top shape! We do advise clients to provide their own vacuum cleaners and mops for best hygiene practices. We can also use any of your own preferred cleaning products.

Can I request special tasks or extras?

Yes! You can choose extra services while booking your cleaning appointment on the booking page. You can also leave us a note on the booking form, email us at hello@here2clean.com with any unique requests.

Manage Your Account

How do I log in?

Click here to log in using the email and the password that you set up previously.

How do I change/reset my Here2Clean account password?

Go here and click on “Forgot password”. Then, follow the instructions sent to your email.

How do I change my address?

You can login to your account and change your address on our client self-service portal.

How do I change my credit card information?

You can update your credit card information by logging into your account to securely apply your updated information.

How do I book my first appointment?

To book your first appointment go here and complete the required information (telling us what you need us to do), enter your payment information, and voila! We will show up at your appointed date to get things sparkling!

Pricing & Policies

How do I use my coupon code or gift card?

Simply enter your coupon (gift card) code into the booking form as you are creating your booking. Your final price will automatically change to reflect your discounted balance.

How can I view my Here2Clean Gift Cards?

Log into your account and you will see your gift card balances. Here, you can also see any referral rewards you have earned for referring your friends.

Why is there a two-hour arrival window?

We provide an arrival window to accommodate the unpredictable nature of traffic, parking and other unexpected occurrences.

Why is the discount not working?

Some discounts are for first time customers only and some are for recurring customers only. Some discounts can only be applied once, and will not work for future services. There might be a few reasons why a specific discount code no longer works. It may also be that the special promotion has ended and the code has expired. Please contact us if you have any questions.

I got a gift card and would like to use it, what should I do?

In most cases, you can enter your gift card number directly on to the booking form. If you have any questions, please contact us, so we can help.

Do I need a credit card to make a booking?

Yes. We need your payment card information to schedule your cleaning appointment. We place a hold on the card, but you will not be charged until your cleaning is completed.

Can I refer a friend?

We love and appreciate referrals, and it shows! Log into your account and get your referral ID. Share this with friends. If a friend books using your referral ID, your friend automatically gets a $25 discount and you earn a $25 referral reward that can be applied to future service.

Trust & Safety

Can I trust my cleaning professional?

Here2Clean service personnel have undergone very strict background and police checks before being onboarded. Should you have any concerns regarding trust and safety, please send us an email to hello@here2clean.com.

What happens if something goes wrong during my appointment?

It is our job to make sure that you are not just satisfied, but very satisfied! Please call us at (416) 922-2667, and we’ll be here to help you. If something goes wrong we’re here to make it right!

Is my billing information kept safe and secure?

We take your safety and security very seriously. Our system is covered by world class 256-bit security and the checkout form is also protected by stripe.com’s security protocols as well. No credit cards are ever stored in our system.

Are my things safe with your cleaners?

We rank safety and security at the top of our business priorities. This is why we conduct criminal background checks on our team members.

Every effort is made to be as careful as possible with your items, however, accidents can happen. If you notice breakage/damage or loss of any personal items, you must notify us immediately (within 24 hours), so that we may take the appropriate actions. Items which are antique, irreplaceable, hard to find, and one-of-a-kind etc. are not covered by our breakage and loss policy. Please remove these items and place them in a safe location on the day of your cleaning.

What is your refund policy?

Here2Clean wants to be sure that you are consistently happy with our services every time. Please notify us within 24 hours of your cleaning if you are not happy with the quality of service we provided so that we can return to correct the situation in a timely manner without additional charge to you. In addition, any suggestions that you may have to help us improve the quality of service are very much appreciated.

Miscellaneous

Deep Clean? What is that?

If you haven’t had a professional cleaning service in the last 30 days, we highly recommend a deep clean. You can contact a customer care professional at hello@here2clean.com with any questions.

Why are some house cleaning services cheaper than others?

It is always advisable to hire professional cleaners. The “under the table” and “work for cash” market seems less expensive on the surface but in the long run it really isn’t. Cheaper services generally require you to find a cleaner yourself, verify their background, train them, and provide all the supplies for cleaning. What is your time worth? Oh, and if they trip and injure themselves in your home, well…

Can you clean when I’m not home?

Yes we can! Simply let us know how we can get into your residence to get the job done. Some clients leave keys in a secure lockbox, and call us with the passcode. Other’s leave keys with neighbors or building concierge. Some clients let us in and we lock the shut the door locked as we leave.

Do you clean on weekends?

Here2Clean services are available from 9AM to 6PM, 7 days a week.

Will I get the same cleaner as last time?

We cannot guarantee it, but we make our best efforts to send the same cleaning team to you each time. We can arrange a schedule depending on the availability of the Here2Clean team member of your choice. Our teams have access to detailed information about the preferences and requests of each client to ensure consistency with our work. Our ongoing subscribers usually get the same cleaners every time.

Can you clean while my pet is at home?

If your furry friend is comfortable around new people, loud noises, vacuums or mops, then having your pet at home is okay with us. However, we recommend that your pet animal be in a crate or separate room while we clean. This will help to ensure everyone’s safety, including your beloved pet. In addition, not having your pet walk over wet floors or accidentally knock over cleaning products will give us the opportunity to be much more efficient.

I need my house cleaned today! Can you help?

Sure we can! Contact us and a Here2Clean customer care professional will be happy to help you book. Please be advised that there will be a $20 same day booking fee.