Explore our Frequently Asked Questions to learn more about our services, policies, and procedures.
General Questions
| FAQ | ANSWER |
| Do you provide residential and commercial cleaning? | At the present time, we are only providing residential cleaning services |
| Are you insured? | Yes, Supernova Cleaning Solutions is fully insured, and all of our cleaners have successfully passed a criminal record check. |
| What cleaning services do you offer? | We offer a variety of cleaning services which can be found on "Schedule a Cleaning" page. If you still have questions, please don't hesitate to send us a message. |
| Which areas do you serve? | We service Ottawa and the surrounding areas. |
Booking & Scheduling
| How do I book a cleaning service? | To schedule any type of cleaning service, please go to "Schedule a Cleaning" page and fill out the form in order to receive a quote. |
| Can I request a specific date or time? | Yes, you can. To request a specific time and date, please let us know once you've received your quote. |
| How far in advance should I book? | The sooner the better, so that we can book your cleaning/ |
| Can I reschedule or cancel my appointment? | To reschedule or cancel your cleaning service, we require at least of 1 (one) business day. |
Pricing & Payment
| Do you offer free estimates? | Yes, we offer free quotes. Simply fill out the required form which can be found under "Our Services" link. |
| What payment methods do you accept? | We accept all major Credit Cards as well as Interac. |
| When is payment due? | Payment is due upon completion of each cleaning service. Once your cleaning appointment has been completed, an invoice will be issued and sent to you electronically. For your convenience, invoices can be securely paid online using the payment portal. We kindly ask that all invoices be paid promptly upon receipt unless alternative payment arrangements have been made in advance. |
| Do you charge Tax? | At this time, Supernova Cleaning Solutions is not required to collect or charge Harmonized Sales Tax (HST) in accordance with the applicable requirements of the Canada Revenue Agency (CRA). As a result, no sales tax will be added to your invoice. |
| Are tips appreciated? | While gratuities are never expected, they are always appreciated. If you wish to leave a tip for your cleaning professional, you may do so by providing a cash or personal cheque directly to your cleaner at the time of service. For your convenience, you may also request that a gratuity be added to your invoice. Simply let us know the amount you would like to leave, and we will include it with your payment. Please be assured that 100% of all gratuities are paid directly to the cleaner who provided your service. |
Your Cleaning Team
| Are your cleaners trained? | Yes, all of our cleaners are fully trained. |
| Are background checks performed? | Yes. All employees of Supernova Cleaning Solutions are required to successfully pass a criminal record check before they are hired. We are committed to providing professional, dependable, and trustworthy cleaning services, giving our clients added peace of mind every time we visit their homes |
| Will I have the same cleaner each visit? | If you are particularly pleased with a member of our cleaning team, you are welcome to request that cleaner by name for future appointments. We will make every reasonable effort to assign your preferred cleaner whenever possible. While we cannot guarantee their availability due to scheduling, vacations, illness, or other unforeseen circumstances, we will do our best to accommodate your request and provide consistency whenever possible. |
| Do your employees wear uniforms and identification? | Yes. For your safety and peace of mind, all Supernova Cleaning Solutions employees are required to wear company-branded shirts displaying our official logo while providing cleaning services. In addition, each team member is provided with a personalized employee identification card. Clients may request to see this identification at any time to verify the identity of the cleaning professional assigned to their service. We are committed to maintaining a professional, trustworthy, and secure experience for all of our clients. |
During the Cleaning
| Do I need to be home? | No. You are not required to be home while our cleaning professionals are providing service. Many of our clients choose to provide access to their residence by providing a key and/or fob or other method of entry. Once the cleaning service has been completed, our cleaner will return the provided access item to Supernova Cleaning Solutions, where it will be securely stored under lock and key until your next scheduled appointment or as otherwise arranged. Your privacy, security, and peace of mind are extremely important to us. All access items are handled responsibly and securely by our team. |
| How long will the cleaning take? | The length of each cleaning service depends on several factors, including the size of the property, the number of rooms, the level of cleaning required, and any additional services requested. For recurring cleaning services, the time required may decrease over time as our team becomes familiar with your space and cleaning preferences. |
| Do I need to provide cleaning supplies or equipment? | No. Supernova Cleaning Solutions provides all necessary professional cleaning equipment and eco-friendly cleaning products required to complete your service. However, if you would like us to use your personal cleaning equipment and/or products, please let us know upon booking. |
| Can my pets stay home during the cleaning? | Yes. Your pets are welcome to remain in your home while our cleaning professionals are providing service. We understand that pets are an important part of your family, and our team will treat them and your home with care and respect. Please let us know if pets will be present when requesting a quote. |
Policies
- All Policies can be found in our Terms and Conditions