Frequently Asked Questions

TRUST & SAFETY

If something is not done to your expectations, please let us know within 24 hours. We’ll send a team out to make it right (within a 7-day window).

All of our team members are interviewed by the owners and pass a criminal record check. We believe our team is our greatest asset, and therefore have very high standards. Only about 10% of those that apply end up working as an Oak Bay Clean cleaner.

The majority of our bookings are made online, so we take security very, very seriously. Our booking page is protected by extended validation SSL. Our booking form has it’s own layer of 256 bit security. Credit card transactions are processed by Stripe, which has its own 256 security protocol. Additionally, our system does not store your credit card number, only a token that allows us to charge the card when the service is complete.

Yes, they do. We require a criminal record check on all of our applicants as the last step in our pre-screening process.

If something goes wrong we’re here to make it right. Please let us know right away and we’ll be there to take care of it. That’s our promise to you!

MISCELLANEOUS

No worries! You can either login to your account or email us at hello@oakbayclean.com and we will take care of everything. Please give us 24 hours’ notice, otherwise, there is a $79 cancellation fee.

Absolutely! Contact us and we will work out all the details!

For one, two and three bedroom homes, we send a single cleaner. For four bedrooms or more, we’ll send a team of two. In a hurry? Let us know and we’ll see what we can do!

Our customer service team is available to serve you 9:00 am – 5:00 pm, Monday – Saturday.

MANAGE YOUR ACCOUNT

You can submit a password change request on the customer login page.

You can login to your account here.

Log into your account and update your address. Alternatively, you can give us a call/text or send us an email and we will update your address for you.

Log into your account and update your card on file. Your new card will automatically become your default card. Or give us a call and we can do it on our end.

Simply go to our booking form and schedule your appointment online. Alternatively, you can give us a call/text, send an email or chat with one of our agents. If your home hasn’t been professionally cleaned before, you’ll want to book a Deep Clean for your first time.

GETTING STARTED

We charge clients and pay our cleaners by the job, not by the hour. By-the-hour rates penalize faster and more efficient cleaners by limiting the amount they can earn, while forcing clients to pay more for slower cleaners. Our business philosophy prioritizes the long-term happiness of both client and cleaner, so we price based on the number of bedrooms and bathrooms in the home. Select the number of each on our booking form, and the price appears instantly.

We provide services in Victoria, BC and surrounding areas, including Oak Bay, Fernwood, Gordon Head, James Bay, Royal Oak, Saanich, Cordova Bay, Langford, Metchosin, and Sooke.

You bet! You’ll find the extra services we offer on our booking page. If there are any special instructions, please let us know in the area provided.

When you book your service, an account is automatically created for you. Simply set up your account, choose your password, and you’re ready to go!

Yes, we provide all cleaning supplies, products and equipment. If you prefer green products, please choose “Green Clean” in the extras section for no extra charge. Please note that in certain situations (ie cleaning inside the oven) we may have to resort to standard products. If you would like us to use your products or equipment, just let us know!

CLEANING PACKAGES

First time clients who haven’t had their home cleaned professionally within the last month will need to add the First Time Clean option in the Extras section in order to give our crew members the time they need to achieve the high-quality results we’re known for. Once that’s complete, our Standard Clean is the perfect choice for weekly/biweekly/monthly services moving forward! Otherwise, we cannot guarantee the level of service.

 

Living Areas & Bedrooms

  • Vacuum/sweep/mop
  • Remove cobwebs
  • Dust all surfaces and items
  • Dust ceiling fans, light fixtures, blinds, and vents
  • Dust baseboards & window sills
  • Make beds
  • Switch plates cleaned
  • Doorknobs cleaned and disinfected

 

Bathrooms

  • Counters, sinks, showers, bathtubs, fixtures cleaned and disinfected
  • Toilets cleaned and disinfected
  • Floors cleaned and disinfected
  • Mirrors cleaned
  • Dust ceiling fans, light fixtures, blinds, and vents
  • Dust baseboards & window sills
  • Exterior of cabinets and drawers cleaned
  • Remove cobwebs
  • Carpeting vacuumed
  • Empty trash, wipe down trash can
  • Switch plates cleaned
  • Doorknobs cleaned and disinfected

 

Kitchen

  • Sweep/mop
  • Thorough dusting
  • Remove cobwebs
  • Sinks, fixtures, counters cleaned and disinfected
  • Exterior of appliances cleaned
  • Exterior of cabinets and drawers cleaned
  • Microwave cleaned and disinfected, inside and out
  • Dust ceiling fans, light fixtures, blinds, and vents
  • Exterior of range hood cleaned
  • Stove top, burners, drip pans, and knobs cleaned
  • Stainless steel polished
  • Empty trash, wipe down trash can
  • Switch plates wiped down
  • Doorknobs cleaned and disinfected

First-time clients who haven’t had their home cleaned professionally within the last month will need to add the First Time Clean option in the Extras section in order to give our crew members the time they need to achieve the high-quality results we’re known for. Once that’s complete, our Standard Clean is the perfect choice for weekly/biweekly/monthly services moving forward!

 

Living Areas & Bedrooms

  • Vacuum/Sweep/Mop
  • Remove cobwebs
  • Dust all surfaces and items
  • Clean ceiling fans and light fixtures
  • Dust blinds and vents
  • Make beds
  • Switch plates cleaned
  • Doorknobs cleaned and disinfected
  • Wipe down door frames and door facings
  • Wipe down window sills
  • Vacuum baseboards
  • Vacuum under furniture (please note our cleaners will not lift furniture that weighs more than twenty pounds)
  • Wipe down furniture

 

Bathrooms

  • Counters, sinks, showers, bathtubs, fixtures cleaned and disinfected
  • Toilets cleaned and disinfected
  • Floors cleaned and disinfected
  • Mirrors cleaned
  • Clean ceiling fans and light fixtures
  • Dust blinds and vents
  • Exterior of cabinets and drawers cleaned
  • Remove cobwebs
  • Carpeting vacuumed
  • Empty trash, wipe down trash can
  • Switch plates cleaned
  • Doorknobs cleaned and disinfected
  • Wipe down door frames and door facings
  • Wipe down window sills
  • Wipe down baseboards

 

Kitchen

  • Sweep/Mop
  • Thorough Dusting
  • Remove cobwebs
  • Clean ceiling fans and light fixtures
  • Dust blinds and vents
  • Sinks, fixtures, counters cleaned and disinfected
  • Exterior of appliances cleaned
  • Exterior of cabinets and drawers cleaned
  • Microwave cleaned and disinfected, inside and out
  • Exterior of range hood cleaned
  • Stove top, burners, drip pans, and knobs cleaned
  • Stainless steel polished
  • Empty trash, wipe down trash can
  • Switch plates wiped down
  • Doorknobs cleaned and disinfected
  • Wipe down door frames and door facings
  • Wipe down window sills
  • Wipe down baseboards
  • Vacuum under furniture (please note our cleaners will not lift furniture that weighs more than twenty pounds)
  • Wipe down furniture

Our Move In/Move Out option delivers a thorough cleaning to prepare the home for you or the new family moving in! Please ensure that the home is empty prior to our service and that there are no other people (movers, tradespeople etc) working in the space. And we will need electricity and water!

Please note, if the home is particularly dirty, we may need to add the First Time Clean service to your cleaning in order to give our cleaners time to complete their work.

 

Living Areas & Bedrooms

Vacuum/Sweep/Mop
Remove cobwebs
Dust all surfaces
Clean ceiling fans and light fixtures
Switch plates cleaned
Doorknobs cleaned and disinfected

 

Bathrooms

Counter tops, sinks, showers, bathtubs, fixtures cleaned and disinfected
Toilets cleaned and disinfected
Floors cleaned and disinfected
Mirrors cleaned
Clean ceiling fans and light fixtures
Cabinets and drawers cleaned inside and out
Remove cobwebs
Switch plates cleaned
Doorknobs cleaned and disinfected

 

Kitchen

Sweep/Mop
Thorough dusting
Remove cobwebs
Clean ceiling fans and light fixtures
Sinks, fixtures, counters cleaned and disinfected
Appliances cleaned inside and out
Cabinets and drawers cleaned inside and out
Exterior of range hood cleaned
Stove top, burners, drip pans, and knobs cleaned
Stainless steel polished
Switch plates wiped down
Doorknobs cleaned and disinfected

 

All Rooms

Wipe down window sills
Vents dusted and wiped down
Blinds dusted & wiped down (note: we do not wipe down thin metal or plastic blinds due to danger of bending/breaking)
Wipe down baseboards, door facings, door frames, spot-clean walls (some marks/stains may need to be painted over)

Sometimes a garage, a closet, or an entire room can get a little out of control and leave you feeling overwhelmed and unsure of where to even start. Our organizers will help you get things back in order. We have a three hour minimum and can stay as long as it takes to put things right. Give us a call or drop us an email and we can discuss your needs!

Out of town and want to come home to a fridge fully stocked by someone you trust? Need someone to pick up your dry cleaning or other necessities? Our home concierge services are like a personal assistant you can book by the hour! Minimum 2 hours.

Our cleaners do their absolute best to provide exceptional service, but there are certain things that we cannot offer/guarantee. Liability, safety, and the highest quality are considered at all times. If you are unsure about your cleaning or an item below, please call us to discuss!

 

That said, the following are services that we do not provide:

 

  • We cannot perform services while other services are being performed in or around the home (plumbing, painting, construction, etc.)

 

  • No lifting or moving of heavy items (refrigerator, stove, tables, etc.)

 

  • No moving vases, hung pictures, or other delicate items.

 

  • We are happy to load your dishwasher, but cannot replace dishes in cupboards once complete. We don’t want to break anything.

 

  • Cleaning any item or area that cannot be safely reached using telescopic cleaning tools and a step stool.

 

  • Removing excessive pet hair from upholstery.

 

  • Cleaning exterior windows.

 

  • Cleaning Mini Blinds. Our cleaners are happy to dust horizontal metal or plastic mini blinds, but we have found that they are easily bent or damaged if anything beyond dusting is attempted.

 

  • Removing strong odours (mould, animal waste, smoke, etc.) Again, we will do our best.

 

  • Cleaning inside dishwashers and washing machines.

 

  • Cleaning light bulbs.

 

  • Cleaning rodent/insect infested homes.

 

  • Removing excess paint from surfaces.

 

  • Post-construction cleaning. We can provide that service, but it does not fall within the parameters of our online booking system and would require an in-person visit to make a quote.

 

  • Deep carpet/floor cleaning (steam cleaning, polishing, waxing, etc.)

 

  • Heavy marks/stains on walls, baseboards, other painted surfaces. We don’t want to potentially damage your paint!