Frequently Asked Questions

  • We offer professional cleaning services across the Niagara Region from Fort Erie to Grimsby and all cities in between.

  • Typically, for cleans of 3 hours or less, we will send one team member, for recurring cleans, we assign the same cleaner week to week. For larger cleans, we may send 2 or more cleaners to complete the job as needed.

    Please note we bill per hour of labour. For example, if you purchase a 6-hour clean, we will bill for a total of 6 hours of labour – this may be 1 cleaner for 6 hours, 2 cleaners for 3 hours or 3 cleaners for 2 hours

  • At Terra Scrub, we love pets! We do not charge extra for cleaning homes with pets, but we kindly ask that you let us know of any pets in your home when booking a cleaning service.

  • We require a minimum of 24 hours notice prior to the scheduled cleaning appointment to cancel or reschedule your appointment. If you need to cancel within the 24-hour window, we reserve the right to charge a fee equal to 50% of the total service cost.

  • Yes, we offer flexible cleaning schedules, including evening and weekend services. We are committed to working with you to find a convenient time to clean your home. Simply let us know your preferred cleaning time when booking, and we will do our best to accommodate your needs.

  • We prioritize the safety of our team members and your home during our cleaning services and do not move heavy furniture or appliances. If you would like any specific areas cleaned that are normally covered by furniture or appliances, we kindly ask that they be moved prior to your clean.

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Policies

  1. Payment policy:  Payment for cleaning services is due within 48 hours of the service being completed. We reserve the right to add a late fee if payment is not received within 72 hours of the service being completed. We accept cash or e-transfer to: hello@terrascrubcleaning.com, please include name and service address in payment message.

  2. Cancellation policy:  Our cancellation policy requires a minimum of 24 hours notice prior to the scheduled cleaning appointment to avoid cancellation fees. If cancellation occurs within 24 hours of your appointment, we reserve the right to charge a fee equal to 50% of the total service cost. We understand that unforeseen circumstances can arise, and we will work with you to find a solution that works for everyone.

  3. Pet Policy:  At Terra Scrub, we love pets! We do not charge extra for cleaning homes with pets, but we kindly ask that you let us know of any pets in your home when booking a cleaning service.

  4. Recurring services policy: If your home has not been cleaned regularly, it may take 2-3 scheduled cleanings for a full clean to be completed. This is due to accumulated dirt over time. We will provide a detailed checklist of what we plan to clean during each visit and we will communicate any challenges or issues that arise during the cleaning process.

  5. Supplies and equipment policy:  Our team arrives fully equipped with everything needed to clean your home. If you have specific cleaning products or equipment that you prefer us to use, please let us know and we will do our best to accommodate your requests.

  6. Communication policy:  At Terra Scrub, we believe that clear communication is key to providing the best possible service to our clients. We are committed to keeping our clients informed about their cleaning service, from scheduling to completion. We will provide regular updates, either through email, phone, or text message, to ensure that our clients are aware of any changes or updates to their cleaning service.

  7. Quality assurance policy:  Our commitment is to provide you with high-quality cleaning services. Our team is trained to follow specific protocols and use the best equipment and cleaning products to ensure your satisfaction. We strive to exceed your expectations and will work with you to customize our services to meet your specific needs. If, for any reason, you are not satisfied with our cleaning services, please contact us immediately, and we will work to address your concerns and make it right. Your satisfaction is our top priority. Refunds will be issued only in the event of unsatisfactory service, and must be requested within 12 hours of the service being completed. We reserve the right to rectify any issues before issuing a refund.

  8. Privacy policy:  We may collect personal information from you when you contact us to request a quote, schedule a cleaning appointment, or make a payment. The information we may collect includes your name, address, email address, phone number, and payment information. We use your personal information to provide our cleaning services to you, including scheduling appointments, sending invoices, and processing payments. We may also use your information to communicate with you about your cleaning services or to send you promotional offers.  We do not sell or rent your personal information to third parties. We may disclose your personal information to our employees and contractors who need to know the information in order to provide our cleaning services to you. We may also disclose your information if required by law or if we believe that such disclosure is necessary to protect our rights or the rights of others.