Help & Frequently Asked Questions

From our email confirmations, it will contain a summary of your booking, including a line that shows the date and time of arrival. This will indicate when you should expect the cleaner. Please note there may be an arrival window, and the team will arrive between these times and then start cleaning.

All of our cleaners come fully equipped with their own cleaning equipment and supplies. However, if you would like a particular product or equipment used in your home you are more than welcome to leave it out for the cleaner. All of our cleaners are advised to disinfect and change all clothes and sponges in between services and they are to use different clothes for bathrooms, kitchens and common areas.

Please note that we require parking to be provided for our cleaning teams. If you live in the city or in an area where parking is difficult, please make sure to either contact us and let us know if we can use a private car parking spot or advise if there is public parking available. Any parking costs incurred will be billed on top of the service. If the parking provided is further than 100 meters from your property then additional charges may apply. Please also note that if no parking is provided and no public parking space can be found (we generally will look for up to 20 minutes) then a cancellation fee will be incurred.

This is entirely up to you – you can be there for the service, let the cleaner in and leave, or even not be there at all. You are more than welcome to provide access to your cleaners by way of a key/lockbox. Please note that in general our cleaners work most efficiently when the house is empty of people and pets.

You can contact the office via phone or email. Our office hours are 9am – 9pm.
Phone: 613-518-1628
Email: info@urbanmop.ca

We appreciate all feedback we get, whether it’s positive or negative. If you are not satisfied with your service, please email our office with details regarding what might have been an issue and include all relevant photos. We will then proceed with our 200% satisfaction guarantee, and aim to provide a re-clean within 5 days of the initial service for any missed/unsatisfactory areas.

You will receive confirmation and reminder emails before your service. At the bottom of these emails will be a link to create and sign in to your account. You can make changes to your service that will be flagged in the office. If these changes don’t affect the cleaner’s schedule, they will go ahead. If your change clashes in the cleaner’s schedule, our friendly office staff will get in contact with you to try and reach a solution that benefits all parties.

Unfortunately no, we only complete interior window cleaning, not exterior.

We will move and clean under small objects and light furniture. We will also vacuum/mop under heavy furniture (like beds and couches) however we will strictly not move heavy furniture. This is due to the high risk of scratching floors. We are happy if customers would like to move furniture for us, but we will not instruct the cleaning teams to do so themselves.

You can cancel your service at any given time, either online or over the phone. We have no lock-in contracts that you need to worry about. Please note: all cancellations must be made 48 hours before the service is to take place. If a cancellation is made within 48 hours, you may incur a fee which covers the cleaner’s loss of wages.

Yes, we are open everyday 9AM - 9PM, though we have typically have limited weekend availability due to demand.

Unfortunately no, we only focus on interior work.

For all bookings we require a credit/debit card to secure the booking. We will not be able to complete your booking without a card on file. Please rest assured we will not charge your card until after the service is complete.

Need Further Assistance? We’re Happy to Help. Contact Us Today!

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