Frequently Asked Questions

How can I get an estimate?

Visit our quote page and submit a form, call, text or email us. Your estimate will be based on the total hours expected to complete the work based on the details you provide. Your final bill won't necessarily match the estimate as the time to complete the actual work typically varies.

General cleaning vs Deep cleaning

General cleaning is a service we use to describe things like, cleaning floors, wiping surfaces in kitchens and bathroom, and general dusting. Deep Cleaning involves tasks like scrubbing grout, removing soap scum, and limescale from fixtures, cleaning baseboards and door frames, cleaning shower doors, curtains, and crevices. “Deep Cleaning” shall mean unusually difficult cleaning, as determined by Koala.

Do you bring your own equipment?

Yes, we do bring all our own cleaning supplies. We show up in your space with all our own cleaning products (a mix of household cleaning products as well as industrial grade), as well as our triple HEPA filter vacuum.

Can I cancel my booking?

Cancellations or rescheduling requests made less than 48 hours before your appointment may be subject to a $50 cancellation fee plus applicable taxes.

Can I request the same cleaner?

Yes, we will always send the same cleaner to your house because they get to know your space and you are familiar with them.

What if I don't pay my bill in a timely manner?

Payment is due upon receipt of your invoice. If payment is not received within 14 days of invoice, we reserve the right to charge the outstanding balance to your card on file.

What type of payment is accepted?

E-transfer is our preferred method of payment. We also offer debit and credit card payments if necessary.

How many cleaners do you send?

We schedule the number of cleaners based on what works best for you, what our team has available, and what makes sense for the job.

What don’t we clean?

We won't clean things that would put us or anyone in an unsafe position. Some of these things include: high locations, hard to reach places, hazardous material, human or pet waste, vermin infestation. If you are uncertain something is safe please feel free to give us a call and ask!

What if I don't like the result?

Our cleaners are honest hard working individuals. Good cleaning takes time and may take longer than you originally expect. That being said, if you are truly unhappy with your result we ask that you get in touch with us as soon as possible to discuss the situation.

Is it possible to clean when I’m not home?

We always recommend that the homeowner or tenant be home for the initial clean. If this is not possible we can still clean the home but we request that you provide us with detailed instructions on how to get into your home and your expected scope of work.

Is a credit card required to complete my booking?

For first-time bookings, a valid credit card and a $10 deposit are required to secure your appointment. Any applicable cancellation fees will be charged to the card on file.