FAQ
Questions, answered plainly
If you don’t see what you’re looking for, get in touch — we’re happy to talk it through.
- Do I need an in-home estimate?
- Usually no. Most Lovely quotes can be prepared from information about the home — square footage, bedrooms, bathrooms and current condition. Particularly large, unusual or heavily soiled homes may require additional information before pricing is finalized.
- Do I need to be home?
- Not at all. Many customers are at work while we’re there. We agree on secure access arrangements before the first visit, and you’re welcome to be home if you’d prefer.
- Can I request the same Cleaning Professional?
- You can, and consistency is how we design the service. We aim to provide a consistent Cleaning Professional or team whenever possible so your home and preferences stay familiar. We don’t guarantee one particular individual on every visit, because schedules and life change — but your notes and standards follow your home either way.
- Do you bring cleaning supplies?
- Yes. Standard approved cleaning supplies are included unless otherwise arranged. If you prefer specific products used in your home, tell us and we’ll note it on your file.
- How does recurring pricing work?
- Recurring care is available weekly with 20% Regular Care Savings, biweekly with 15% (our most popular rhythm) and monthly with 10%. Frequency affects pricing because a regularly maintained home requires different ongoing care than a home cleaned occasionally. These savings are part of how recurring service is priced — not a promotion or coupon.
- Do you charge hourly?
- No. Lovely prices the service based on the home and the work required. You’re buying a completed cleaning service delivered to a defined Lovely standard, not a block of time. We don’t publish or bill an hourly rate.
- Why does the first clean cost more?
- Deep Cleaning generally requires more detailed work to bring a home up to the Lovely standard before regular maintenance begins. Build-up gathers in places routine cleaning doesn’t reach, and resetting that properly takes more attention. Once your home is at that standard, ongoing visits maintain it.
- What happens if something is missed?
- Tell us within 24 hours and we’ll make it right. That’s the Lovely Promise — no debate, no fuss.
- What happens if my Cleaning Professional is unavailable?
- One advantage of working with Lovely rather than relying solely on an individual cleaner is continuity. If someone is away or unwell, we work to keep your service on schedule and make sure whoever attends has your home’s notes and preferences.
- Do you require a credit card to get a quote?
- No. You can request a quote without providing any payment details. A secure payment method is collected when you confirm your service, and payment is handled through an approved payment provider — never by email or text.
- What is your cancellation policy?
- With 48 or more hours’ notice there is no cancellation charge. With less than 48 hours’ notice, up to 50% of the scheduled service price may be charged. For same-day cancellations, or if we’re unable to access the home, up to 100% may be charged. For genuine emergencies we’ll always use our discretion — just talk to us.
- Which areas do you serve?
- Hamilton, Dundas, Ancaster, Waterdown, Burlington and surrounding communities. If you’re just outside those areas, get in touch and we’ll tell you honestly whether we can look after your home.
Get Started
Ready to make coming home feel a little more lovely?
Tell us a little about your home and we’ll send your Lovely quote. No in-home estimate needed for most residential properties.