Maid and Cleaning Services in London ON | Cloud 9 Maids

How can we help?

Help & FAQs

How to book a clean

How do I make a booking?

All you have to do is fill out our secure booking form, selecting the time and date that you want us to clean your home. It’s as simple as that and will only take you 60 seconds. Once you have completed your booking you will receive a confirmation email instantly.

What if I don’t want to book online?

That’s ok if you don’t want to book online – we have a dedicated Customer Service Team here at Enjoy Maids so just give them a call on 226-700-9696 or email us at support@cloud9maids.com and leave your number and one of the team will call you back.

Do I need to enter my credit card details to book?

Yes. We need to take payment information to book your appointment, but your card will not be charged until after your cleaning has been successfully completed. Guaranteed.

How do I amend or cancel my booking?

There are two easy options to amend or cancel a booking.
1. Login to your account and select the cancel option.
2. Contact support by: phone (226) 700-9696 or by email support@cloud9maids.com and we will take care of your request.
In order to avoid the $50 cancellation fee you must cancel before 24 hours of your booking. This is non negotiable.

Can I make same day or last minute booking?

Of course! We are really proud of the fact that we can book you in for a clean on the same day. Just give us a call on 226-700-9696 and we will book you in for that short notice clean at a time that suits you.

Cloud 9 Maids guarantee

What is the Cloud 9 Maids guarantee?

Cloud 9 Maids guarantees 100% satisfaction.

If you are not delighted by the results of your clean there is a 24 hour window to contact us and we will send a cleaner back to put it right within 48 hours for free.

Our cleaning service

What services do the cleaners provide?

We offer three types of cleaning service. standard clean which is a lighter clean that covers all the important areas of the house, perfect if you book a regular clean with us. A super clean which is a more thorough clean which we recommend if your house hasn’t been cleaned professionally in the last three months. We can also offer you do move in/move out cleans which includes the spot cleaning of all walls and cleaning inside all of your cupboards. We can also offer you extra cleaning services.

How do I know what has been cleaned?

All of our cleaners work to a checklist that we guarantee to complete. They work through your home, ticking off the tasks as they complete them. Once they have finished all of the tasks on the checklist they leave the checklist behind for you. That way you can be confident that all of the tasks have been completed to the highest Cloud 9 Maids standard.

What is a super clean?

A super clean is for first-time customers or customers who haven’t had their home professionally cleaned in the last three months. To see the extra things we do for super cleans, check our services page.

Do you offer end of tenancy cleans?

Of course we do! At Cloud 9 Maids we call end of tenancy cleans move in/move out cleans because sometimes you need a really thorough clean when you are moving into a new home. Our cleaners work to a check list for move in/move out cleans which includes spot cleaning all the walls and cleaning inside all the cupboards but if there is a specific task you want your cleaning team to focus on then please let us know.

Why do you charge a flat rate price?

We charge a flat rate price per number of bedrooms rather than per hour, this means that you know exactly what we promise to provide, and our cleaners keep working until the job is done. As our cleaner cleans to a checklist you know exactly what is included in the price. It really is that simple!

On the day of your clean

What time will the cleaners arrive?

Our cleaners will always try to arrive on time for your clean however do please allow 30 minutes to take into account heavy traffic. We recommend if you need to leave your house for example by 11am that you book your clean for 10:30am to make sure the cleaners are there in plenty of time before you need to leave. We will give you a call if your cleaner is going to be late but please call the Customer Service Team on 226-700-9696

How many cleaners will you send?

We typically send teams of 2, but for smaller properties we will send just one cleaner to get the job done.

Do your cleaners bring their own supplies?

Yes, our cleaning teams come completely prepared to make your house shine! They will bring the following:

  1. Vacuum cleaner (if you don’t have one)
  2. Mop and bucket
  3. Kitchen and bathroom cleaner
  4. Window and glass cleaner
  5. Furniture spray
  6. Oven cleaner
  7. Non abrasive spray
  8. Bleach
  9. Non abrasive cleaner
  10. Sponge cleaners
  11. Cloths for windows, floors, furniture
  12. Steel scourers
  13. Gloves
  14. Products against lime scale and mould

About your booking

Can I book a regular clean?

Absolutely! We highly recommend booking a regular clean as we provide a discounted rate for this type of service.

There are several options for your desired frequency of cleans which can be selected towards the bottom of  this page.

Booking Page

Can I book for any time?

You can make an appointment anytime within our hours of operation by selecting the desired service. We require at least an hour in advance. For any last minute booking call (226) 700-9696 or email support@cloud9maids.com

What cities do you clean in?

At the moment we are only cleaning in London ON and surrounding area.

Can I make special requests?

Absolutely! We put you in control so that if you have got a particular requirement such as a product you would like us to use or a precious item you’d like us to avoid just include the information in your booking. We will then pass these details onto the cleaner.

What happens after I make a booking?

Once you have completed your online booking you will receive a confirmation email immediately; ensuring that your booking has gone through.
We will then select from our best team at Cloud 9 Maids and a cleaner will be assigned. You will receive another email so that you may feel acquainted with the cleaner by name and by photo upon arrival. You will also receive a complimentary reminder via text message so that you are at ease (especially on those busy day’s!).

How do I edit a booking?

It is simple to edit your booking online. So if you change your mind and decide to add on an oven clean or choose to book a deep instead of a standard clean we can accommodate that request. If you wish to edit your booking less than 24 hours before your clean then please call the Customer Service Team at 226-700-9696

Do you offer discounts for regular customers?

Yes we do. If you book a regular clean with Cloud 9 Maids you can get:

  1. 10% discount for a monthly clean
  2. 12.5% discount for fortnightly clean
  3. 15% discount for a regular weekly clean

How does the scheduling for regular cleans work?

Future appointments will be determined after the first booking and will be generated automatically in our calendar to which you can expect a cleaning at the same time on the specified day of the week/ month. For any need for rescheduling please email support@cloud9maids.com.

 

 

Extras

What extra services do Cloud 9 Maids provide?

For an extra charge you can book a number of services on top of your clean including:

  1. Cleaning the oven
  2. Cleaning the fridge
  3. Cleaning the inside of your windows
  4. Professional carpet cleaning

Is there anything you can’t do?

We would like to say no, that anything is possible here at Cloud 9 Maids. However we don’t clean the outsides of windows, mow lawns or walk your dog. However if you do have any special requests or want a hand in arranging any of the above then just get in touch as we would love to help you.

Can I make regular or one-off special requests?

Of course, just include the information when you make a booking and we will pass on the details to your cleaner.

Do you do carpet cleaning?

Yes we do! We can arrange for a professional carpet cleaner to clean your carpets after we have finished cleaning your home at a cost of $40 per room. All you have to do is select carpet cleaning on our online booking form and how many rooms you would like cleaned and we will take care of the rest.

What carpet cleaning machine do you use?

We use a number of different carpet steam cleaning machines. Relax knowing that all are professional, high quality machines and will do a great job of making your carpets sparkle!

How long does a carpet cleaning take?

We estimate around 45 minutes per room.

Do you perform carpet cleaning at the same time?

No, we time your cleaning perfectly so that we have finished cleaning your home just before the carpet clean begins.

Can I walk on the carpet immediately?

No, please let the carpets to dry for at least a few hours (overnight if possible) before walking on them.

 

Billing and payment

How do I redeem a discount code or voucher?

It’s easy, all you need to do is include the code on the booking form when asked and the discount will be removed from your booking instantly.

How do I pay?

We take your credit or debit card details at the time of booking however we will only collect payment after your cleaning service has been performed. We accept all major credit cards and debit cards for payment.

When will my card be charged?

We will never charge your card before your clean. We will only take payment after your cleaning service has been performed. Guaranteed.

Is my card payment secure?

Yes it is, our payment technology is provided by Stripe. Their SSL encrypted, PCL compliant system is completely secure and trusted by companies worldwide. You can read more about them on stripe.com

Will I be charged if I cancel my booking?

If you cancel your clean within 24 hours of the scheduled time, we have to charge you a cancellation fee of $50. If you re-book a clean with Enjoy Maids then half of the cancellation fee will be applied towards your next service.

Insurance & keys

Do you have insurance?

Oh yes! Our comprehensive insurance cover delivers total peace of mind. We have made sure that trusting us with your home is as risk free as possible. Accidents do occasionally happen but if they do we will ensure that everything is resolved as quickly as possible.

How much insurance do you have?

We have $1,000,000 public liability insurance. We also insist that each of our cleaner teams have their own insurance too. That way you have total peace of mind that your home and belongings are protected. If you have any questions about our policy please email support@cloud9maids.com

Are your cleaners insured?

Of course, all of our cleaners are insured. Our comprehensive insurance cover delivers total peace of mind. We have made sure that trusting us with your home is as risk free as possible. Accidents do occasionally happen but if they do we will ensure that everything is resolved as quickly as possible.

Do I need to be home for my booking?

No you don’t need to be home whilst we clean your house. If you would like to leave the key with a neighbour or somewhere secure then we can collect it. Just add instructions when you make your booking. On your first clean with Cloud 9 Maids we do like you to be home so you can show us around your property and point out any areas that you would like us to focus on but we understand that isn’t always possible.

Can I leave my keys with my cleaner?

Of course, if you book a regular clean with us we will always assign the same cleaner to the job. If you would like to leave your keys with your cleaner they will keep them secure for your next clean.

Cloud 9 Maids cleaners

What is your recruiting process?

We hire only the most motivated, reliable and experienced cleaners in your area. To be accepted as a cleaner for Cloud 9 Maids all our candidates must undertake a rigorous selection and recruitment process. This includes a telephone interview followed by a face to face interview. If they pass these we then perform a reference check on all of the teams finally we ask all candidates to perform a test clean so that we can inspect the quality of their cleaning. If the teams pass the quality inspection then we welcome them to the family.

How do I become a trusted cleaner at Cloud 9 Maids?

Simple, just email us at support@cloud9maids.com telling us a bit about your cleaning experience, and we’ll help you apply.

Can you provide a replacement cleaner if my cleaner goes on holiday?

Yes, we will. Your cleaner will need to take a well deserved holiday from time to time and when they do we will send another reliable cleaner around to complete your clean to the usual Cloud 9 Maids standard.

Are Cloud 9 Maids cleaners well looked after?

Yes, we are a close knit team here at Cloud 9 Maids and we have got a close relationship with all our cleaners. We pride ourselves on allowing our cleaners to work flexibly which is important where they have children to collect from school or other caring responsibilities. We also pay our cleaners more than other cleaning companies do, this is so we attract only the most experienced and reliable cleaners in your area.

Will I get the same cleaning team every time if I book a regular clean?

Sure, you will get the same team every time. Unless someone is unwell or enjoyed a well deserved holiday from cleaning we will keep sending the team that you are comfortable and familiar with.

Feedback

How do I give feedback?

We will send you an email once the clean is complete asking you for feedback. Please do take time to complete this as we like to give our cleaners a bonus for receiving a five star review. We promise to act on any feedback you send us as we are a young company trying to improve so please do share any suggestions that you have on how we can improve.