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We are the Professionals!
​CALL TODAY!  250.338.9714
​​Comox Valley ~ Courtenay ~ Comox ~ Cumberland ~ Union Bay ~ Merville

Frequently Asked Questions
or should be

​​Our business is based on quality workmanship​​
without that there is no business

Capped priority checklist
Communicating with us
Breakage or damage
About cleaners
Same cleaner ongoing
Transaction processing 
​Do I need to be home
Specific start time
​Managing security and access
Can I hire one of your professionals directly
Same day bookings
Forgot to leave us access
Is there any service you don't offer
Cleaning equipment and supplies
Statutory holidays
​Tipping
Referral program
Standard cleaning
Weather interruption and access
Why are your rates higher than most​​
What can I expect from our relationship
Credentials: Bonded and Insured
​​Services offered
Areas serviced
Getting an estimate
Extra ~ One-off tasks
Change cleaning schedule
Gift cards
Minimum appointment length
Cancel or reschedule appointment
​Satisfaction guarantee
Commitments or contracts
Payment options
Privacy policy
Arrival times
Booking an appointment
Why are your rates more than other services


We believe the details are the difference.
In every industry, there is a Earls to a Wendys. A Holt Renfrew to a Winners. A Fairmont to a Traveller's Inn.
House cleaning can be done by anybody to some degree but it has become a science in this day.
Who else hand washes floors? With our level of management and thoroughness of service from the first phone booking to our quality cleaning sets our standards much higher than other cleaning companies and is unparalleled to individual unlicensed freelancers. 

~ Our clients know you get what you pay for, read their testimonials ~               
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What can I expect from our relationship


You can expect friendly service from the moment you first call our office to the time when our highly qualified and trained staff leave your home. We depend on open communication to answer your questions and meet your scheduling needs, and to ensure your experience with us is pleasurable.
We want to affirm your trust on each visit, and do not rely on contracts.
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Credentials: Bonded and Insured


Yes, our staff are insured, bonded, and covered by WCB for your complete protection and at Above All Cleaning we go a little further and require criminal record checks.

Most homeowners are unaware of the risks of hiring independent cleaners.
When hiring any service they should always be insured, bonded and covered by WCB. If they do not carry coverage, you will assume ALL liability for anything that may happen to their person or your property, once you permit them on your premises. 

Above All Cleaning are also A+ members of BBB and Chamber of Commerce
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Services Offered


Above all Cleaning provides professional cleaning services in

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Areas serviced


Our service area is 
Courtenay
Comox
Cumberland
Merville
Union Bay

We will go beyond our service area for an extra fee
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Getting an estimate


It’s as easy as giving us a call!
The first thing we will do is visit your home to discuss your individual cleaning needs, and to give you a no pressure free estimate. 
We will provide you with a comprehensive list of our wide range of services and price, so that you may choose what you’d like us to do for you. Together we will create a work order tailored to your specific requests this just another way to guarantee you our personalized, consistent and timely service.

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Booking an appointment


Once you decide you want to be another one of our happy customers, I will find a scheduled day of the week and time of day that works for you. We are usually very regimented in our arrival times, however we allow a one-hour window due to traffic and weather circumstances.
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Same day bookings


Our services are in high demand and we wish we could help but we can not guarantee same-day bookings.

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Cleaning equipment and supplies


Our products have been approved by the Canadian Food Inspection Agency
We must ensure the safety of our clients, their families and our staff. All of our products we use are environmentally conscious, fragrance free, and safe. Our teams use these products all day, everyday without any safety issues. Over the years, we have received many positive comments from our chemically sensitive clients, helping us verify the sensitivity and effectiveness of our products.   

Our staff will bring all the required equipment and supplies to clean. Our vacuums work very well and have HEPA filters, but if you wish us to use yours we just cannot be held responsible for any malfunctions that may occur.
If you would rather we use your cleaning supplies just leave them out and accessible and we are happy to accommodate your request.
 
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Standard cleaning


Above All Cleaning provides a very detailed cleaning service and we like to say that our basic service covers from the ceiling fan to the baseboards, hand washing floors, and everything in between.
For a larger description of the service of interest please visit these pages
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Extra ~ One-off tasks


We are happy to accommodate your requests if the request fits within the perimeters of our service. We just ask for advance notice as this allows us to notify other clients of the time change.
Please ensure that if you are adding tasks that you either add additional time to your regular clean or omit a duty that is equivalent in time.
Some of the common extra tasks are:
- Clean interior of fridge
- Clean interior of oven
- Clean top of cupboards
- Clean interior of cabinets
- Clean interior windows
Each task will increase the amount of time allotted to cleaning your house.
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Minimum appointment length


We have a 2 hour minimum for all appointments.
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Capped priority checklist


A Capped priority checklist clean is where you define your budget first. You then provide us with a 'checklist' of items that our cleaners will work through and they will work down your priority list until your budgeted time is up. Depending on the length of your list and how much time you have booked, we cannot guarantee completion, but we will get as much completed as we can! Keeping this in mind, be sure to put all of your most important tasks at the top of the checklist.
Checklist Cleans are great for when you want to work within a defined budget. They are also great if you despise certain cleaning duties...you can put those at the top of your checklist! 
We are extremely flexible with our Checklist Cleans. You can change your list for each appointment by simply leaving a list for the cleaners. You can also leave your list static, and we will keep doing the same tasks unless noted otherwise by you.
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Payment options


We accept Visa ~ Master Card ~ Etransfer ~ Cheque ~ Cash
We will leave an invoice for you after each clean
Credit Cards: We process credit cards 1-3 days after a clean.
Etransfer: Most financial institutions have this option.
Cheques: Issued to Above All Cleaning, please note we charge $30.00 for NSF cheques

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Transaction processing 


Your credit card is not charged until after the cleaning has been completed. Your invoice will reflect only the amount of time that your cleaners were actually at your home working, rounded to the nearest 15 minute increment.
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Do I need to be home


It's completely up to you.
We can work with you home. We work in teams so we can get an area completed so that you do not have to move. The majority of our clients are not home so we can clean without you home as long as we have access.

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Arrival times


We arrive on time most of the time. However, we allow a one-hour window due to traffic and weather circumstances. In scenarios where your cleaner will be later than our window, you will be contacted to let you know the ETA.                                                                                                                                                                                                                                                                                                                                                                                                                                         back to top                                                                                                                                      

Specific start time


If you are booking a one-time clean, you can request a specific date and specific start time.
Please note, however, we may not always be able to accommodate certain start time requests but we will do our best.
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​Managing security and access


You can leave the keys at your preference: in the mailbox, under a mat or best is in our control where they are coded and signed out to the cleaning crew the morning of cleaning and signed in and returned to lock box at the end of the day. We are also very familiar with various styles of security panels.
If you choose not to provide us with access and the crew cannot gain entry to your home you will incur a 2 hour cancellation fee. 
The staff login with their initials on both paper and computer, that your home is secured.
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Forgot to leave us access


If we are scheduled to clean and cleaners unable to access your home, we'll do our best to get a hold of you to find a solution. However, there is a "lockout penalty" of 2 hours minimum fee that will be charged if we cannot get a hold of you and gain access to your home.
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Statutory holidays


We work Statutory Holidays with the exception of Christmas and New Years.
The staff approached management and they prefer to work the Stat days. We used to move Stat appointments throughout the week creating very long days to the staff.
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Weather interruption and access


Snow can be an issue for us to travel in, parking and access to your home.
If road contitions are hazardous we will not make it out. We will make every effort to reschedule, but sometimes there is just not enough time in the day.

It is home owners responsibility to have driveways and walkways clear.
For the safety of our staff, we require that driveways are clear for access and parking, we will not park on roads with limited space.
We will not carry our supplies further than we normally would.
Walkways must be clear and de-iced for slippage.

Please keep in mind this is for the safety of staff.
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Change cleaning schedule


Sometimes a situation may occur that you need to change your schedule.
Change the day
Adjust the amount of time in house
Adjust your recurring schedule
We are will always try our very best to fit in all of your requests.
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Cancel or reschedule appointment


We realize that from time to time you may need to change or cancel a scheduled cleaning. We ask that you let us know as soon as possible.
We do not charge a cancellation fee to our recurring clients. If your cancellation is day of clean, we still have no cancellation fee but we may ask that same request of you one day.

Our services are highly sought after so we do however have a 72 hour cancellation policy for all One Time Cleans.
Please read more about this policy in One Time Cleans
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Commitments or contracts


Initial cleanings are typically substantially longer than a regular maintained clean. To assist you with these costs we offer a discount option of 50% off an initial clean that requires you to use our services for 10 cleaning. If you take advantage of the discount option and you cancel before your 10 cleans then the 50% discount is void and is charged.

If you pay for your initial clean in full you can cancel service anytime without any penalties. You don't have to commit to any contracts or pre-determined number of appointments.

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Privacy Policy
Our Privacy Policy
Commercial & Residential

Your privacy is important to us, and maintaining your trust and confidence is one of our highest priorities. We respect your right to keep your personal information confidential regardless if your were a past client or a current client.

Above All Cleaning does not release any information to any third party unless there is a court order. 
We must collect certain information in order to serve you. 
This will include:
Your or business name
Physical and mailing address
E-mail address
Telephone and fax numbers

Above All Cleaning uses the information you provide to effectively deliver the services you have requested.

Above All Cleaning never uses a personal residence as a reference (please read residential testimonials) 

All staff must sign a confidentiality agreement

All our vehicles are unmarked 

Your private documents and personal papers, will remain just that private and personal

Our staff never divulge any information

Out of respect for your privacy, we never go behind a closed door unless previously instructed

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Communicating with us


You can always call office with any questions or concerns. You can also leave notes and cleaners will follow the instructions on the note and bring back to office. You may also verbally instruct the staff of any requests you may have. Keep in mind if you are adding duties, you either have to reduce a duty of equal value or book extra time for next visit. IF we have time that day we may be able to complete the extra task, but we cannot guarantee that.
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Breakage or damage


We treat your home or business as we would treat our own, from the moment we enter to the moment we leave. Accidents may happen however and we ask that anything that is so valuable (sentimental value is irreplaceable) should be either put away or we are instructed not to touch.
Should anything be broken or damaged we will have the item repaired or replaced as appropriate.
Staff are not deducted for breakage.​
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About cleaners


In our residential division we send a team of 2 or 3 cleaners to your home, the amount of staff is paired with the scope of the project and location 
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Same cleaner ongoing


We try to pair you with the same cleaner for all your cleanings but can't guarantee it because of scheduling conflicts or other unforeseen factors.
If you're on a recurring schedule, we'll always try to send you the same cleaner.​
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Can I hire one of your professionals directly


Our employees are not available for direct hire. A great deal of time and resources are put into hiring and training our staff.
Each employee signs a contract with us agreeing not to solicit or accept direct cleaning employment from any of our customers for a period of two years from the date that employee last worked for Above All Cleaning.
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Is there any service you don't offer
Weight - We have a 20 lb. weight lift limit for safety reasons. We are accustomed to moving smaller items like 8 foot couch that slide easily, dining table chairs, small ottomons, end tables etc. to clean under. If you would like any heavier furniture or appliances cleaned under, you're welcome to move it and we'll be happy to clean under it upon request.

Heights - We are limited to a 8 foot or shorter reach. Safety is of the utmost importance to us. Some lighting fixtures are out of our reach. 

Clutter - We will work around any highly-cluttered areas to the best of our ability. Same goes with areas used for storage, like underneath beds and on top of cabinets. We are always happy to customize your cleaning service, so please let our office know if you'd like these types of things removed to clean under and behind. As long as they are within the boundaries of weight/height, we're happy to help!

Pet Messes/Body Fluids - This includes, but is not limited to: litter boxes, bird guano, blood, and overflowed toilets. Cleaning body fluids (including that of our furry friends) is something we do not do. Pets that make the occasional mistake we can manage, but not if it is every time clean.

Mold - Some amount of pink/orange mildew, or even darker mold, is common in some homes. Don't worry - we can clean small amounts of mold. Large amounts of mold in shower areas, on walls, etc. can affect air quality and pose a safety issue. We aren't able to clean in rooms that are heavily affected by mold, or in homes with heavy mold infestations.

Bugs - We apologize that we aren't able to offer post-fumigation cleanings. We ask that any bug infestations or fumigation clean-ups are completed in their entirety before we enter a home.
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Laundry - We do not offer any laundry services such as ironing or washing/drying your items.

Carpet Cleaning - We do not offer carpet cleaning services. 
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​Tipping


Tips for our cleaners are neither expected nor required. Leaving them a simple note letting them know how well they did will mean a lot to them. Our cleaners want to know that their work met or exceeded your expectations. However, if you do wish to leave a tip, please place it on the kitchen counter.

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Referral program


We value word of mouth advertising and we are so pleased that you refer our services to others.
When you refer someone to us, once your referral  has completed their appointment, a $20 credit is applied to your account with thanks.
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Gift cards


Our gift certificates are not just the standard 3x6 stub.
Above All Cleaning prepares each card especially for the recipient. A beautiful textured 4x8 half fold card that is personalized and comes with a beautiful gold trimmed sheet of paper to add a special note from the giver to the receiver. Then the envelope can be sealed with a gold seal that is also provided.
Recipients of this special gift certificate do not have to worry about time frames as the gift certificate never expires and can be used as it suits their personal requirements. 
Also, the gift certificate does not have be used all at once but we require the 2 hour minimum for each visit until it is used up.
read more: Gift Certificates
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​Satisfaction guarantee


We are human and IF this were to happen PLEASE tell us. Our goal is your complete satisfaction. Should we ever fail to meet your expectations we ask that you contact the office within 24 hours and we will return and re-clean any missed areas free of charge. We will do everything in our abilities to maintain 100% customer satisfaction.
We continually look to improve, so comments and suggestions are always welcome.​
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