FAQ

Are you bonded and insured? What if something breaks?

Our ladies are very thorough and as careful as possible with everything that comes into their care. Accidents do happen though and our liability coverage is 4 times the cost of the service charge the day of the damage/loss. Items that are excluded from liability are: cash, jewelry, one-of-a-kind items, or hard to get items; items of sentimental value, art, antiques and electronics.

 

How do you get into my home?

You have a few options here. You can leave a key with one of our trusted professionals, leave key in a safe place at your residence or you can make arrangements to meet the cleaner before they start.

 

How many people do you send?

We usually send one cleaner to clean your home. If the job requires more than one cleaner, the hours they are scheduled to work will be cut in half.

 

Can I have the same person/people clean my home on every appointment?

We always try and send the same people to your home so you’re not getting different people all the time. Occasionally due to illness, vacation, days off or the fact the cleaner no longer works for us, we will have to switch cleaners. Stars A1 Maid Service offers extensive training and background checks for all of our cleaners to ensure standard cleaning techniques throughout our staff.

 

What forms of payment do you take?

We Take cheques, cash, Visa, Mastercard, Amex and Paypal. A $20.00 NSF Fee will be charged to any returned cheques. If you use a credit card or Paypal, you will be charged the amount due plus any additional fees after the cleaning.

 

What if I want to hire one of your employees privately?

To book one of our cleaners, you must book through our office at 416.742.0082. You must not ask for our cleaner’s phone number for security reasons and to employ privately. If at any time you do try to employ one of our staff who is currently employed by us or not, without our knowledge, you will be fined a fee of $2,000. Failure to pay the fee, your fine will automatically be sent to our collections department and will affect your credit.

 

What if I need to cancel a cleaning?

You must provide us 48 hours notice to cancel or change your cleaning day. There is a $50 cancellation fee per cleaner in failure to do so, also if the cleaner is unable to gain access to your home or office through no fault of ours.

 

Should I tip the cleaner(s)?

If you are pleased with the work that was done in your home we encourage you to show your appreciation to our cleaning staff. Even though it is not required, a gratuity is a powerful way to show your appreciation. For all 50% off and above cleanings a gratuity of 15% will be added to the bill. Not happy with the service? If for some reason you have a problem with the service, your gratuity will be automatically refunded.