How we work together

Quotes and pricing

Quotes are prepared from the information you share about your home. Lovely prices the completed cleaning service — you receive a flat service price and a defined Lovely cleaning standard. We do not publish or bill an hourly rate.

Particularly large, unusual or heavily soiled homes may require additional information before pricing is finalized. If what we find differs materially from what was described, we’ll talk with you before doing anything that changes the price.

Property access

We agree on access arrangements before the first visit — a key, a lockbox, a code, a building concierge or someone home. You do not need to be present during the service.

Access details are kept confidential and shared only with the Cleaning Professionals assigned to your home. Please let us know in advance about alarm systems, gates, parking restrictions or building rules.

Cancellations and rescheduling

With 48 or more hours’ notice, there is no cancellation charge — simply let us know and we’ll reschedule.

With less than 48 hours’ notice, up to 50% of the scheduled service price may be charged, because the time has been reserved for your home.

For same-day cancellations, up to 100% of the scheduled service price may be charged. For genuine emergencies, illness and the unexpected, we will always use our discretion. Talk to us.

Lockouts and access failures

If we arrive as scheduled and are unable to access the home — a key that doesn’t work, an unexpected alarm, no answer where entry depends on someone being home — we will attempt to reach you before leaving.

Where we cannot gain access and cannot reach you, the visit is treated as a same-day cancellation and up to 100% of the scheduled service price may be charged.

Payment

No payment details are required to request a quote. A secure payment method is collected when you confirm your service, and is stored with an approved payment provider — never by us in an email, a text message or a spreadsheet.

Service is charged to the payment method on file after the cleaning. We do not accept cash, cheques or per-visit manual payment; card on file keeps visits simple and keeps our Cleaning Professionals out of payment conversations in your home.

Customer instructions and preferences

Tell us what matters in your home — rooms to skip, surfaces needing particular care, products you’d rather we used, a pet who prefers a closed door. We record your preferences and carry them forward.

If specific products are supplied by you for use in your home, we’ll follow your instructions but cannot accept responsibility for the results those products produce on your surfaces.

Breakage and damage

Accidents are rare, and we handle them honestly. If something is damaged during a visit, the Cleaning Professional reports it and we contact you the same day rather than leaving you to discover it.

Lovely Home Cleaning is insured for the residential cleaning work we perform. Irreplaceable, sentimental or high-value items are best stored or pointed out to us in advance so we can leave them undisturbed.

Pets

Pets are welcome and very normal. Please let us know who lives in the home so we can plan the visit and treat them appropriately.

For the safety of your pet and our team, we ask that animals who may be anxious around unfamiliar people are secured during the visit. We’re not able to handle pet waste or litter beyond ordinary floor cleaning.

Service limitations

Our service is residential cleaning. It does not include heavy-duty restoration work, mould remediation, biohazard or hoarding situations, insect or pest issues, exterior windows, working at height beyond safe reach, or moving heavy furniture and appliances.

Laundry is not part of the standard service. Some detailed extras — inside the oven, inside the refrigerator, inside cabinets, interior windows, and Change Bed Linens — can be added to your service when you request your quote. For Change Bed Linens, we’ll strip and remake the bed using fresh linens provided by you. Laundry service is not included.

Satisfaction concerns and the Lovely Promise

If something included in your service was missed, let us know within 24 hours and we’ll make it right. That is the Lovely Promise.

We’d always rather hear about a concern than have you live with it. Feedback goes directly to our team, and it’s used to improve how your home is cared for — not to pressure anyone.

Questions

Email hello@lovelyhomecleaning.ca or send us a message.