Frequently Asked Questions
Downtown Toronto: South of Lawrence Ave between Royal York Road and Victoria Park Avenue.
Pay for your cleaning service by credit card or email transfer. Contact the office ahead of your first clean to set up payment.
You need to have cleaning products and tools on site for your clean. You are welcome to use your own local supplier or purchase through us. See SHOP menu for products we sell.
Earth Concerns Cleaning sends one person to your home.
For longer intensive cleans, more than one staff may be scheduled.
The office will follow up your first clean with a feedback call or email. However you are welcome to provide feedback to the office by phone or email at any time. For simple directions you’d like to pass on to staff, you may communicate with staff directly or with a note. Feedback that goes through the office, can be added to the job-note for your home.
We require at least two business days (48 hours) notice of a last minute cancellation or change. Late cancellations are billed for the full booked time to cover the cost of holding the booking and allows us to maintain a great team of staff. Time of notice is the time the email or phone call is received in the office.
Courtesy time for notice – out of respect for staff – is 2 weeks to ensure good work schedules for all staff.
If staff arrive for a scheduled booking and are turned away or cannot gain entrance to the job-site, the client is billed for the booking time.
It is not possible to schedule a consistent staff every three weeks since all staff have a rotating biweekly schedule. However, you can book an occasional clean a week in advance every three weeks. Ask us to call you every 3 weeks and provide you with options. OR call yourself a week in advance to book your occasional clean. For clients with ever changing schedules, occasional bookings provide more flexibility.
If you like to show your appreciation of staff through gratuity, you may leave a cash tip for staff or request the office add a tip amount to your invoice. The tip amount invoiced will be paid to the staff on their next paycheck.
Gratuities are gifts to show appreciation for staff. Gratuities are not based on extra work done in extra time. Make sure any extra time spent by staff is reflected on our billing invoice to ensure fair trade.
Start times are estimated times of arrival. The eta takes into consideration the existing schedule, travel route, staff availability, and lunch breaks. We accommodate start times requests to the best of our ability but we expect clients to have an access plan in the event of delay or early arrival. Clients are expected to make sure staff have access to the jobsite, are not waiting for access, and are not turned away at the door.
Due to ongoing issues with travel in the city, we make an effort to keep clients informed about significant delays. The combination of transit reliability, traffic delays, lack of city housing, and poor daycare options, leads to excessive travel time for staff before they even get to work. We ask for compassion for staff against these odds and the political will to make effective change in Ontario.You can request that staff wear a mask while working or that masks are worn when client and staff cross paths. Client masking preferences are noted in job-notes and on staff schedules.
Throughout the pandemic, our safety plan has keep staff and clients safe. We are proud of our team of staff and clients who have made this possible. When communities get together to protect each other, we can do great things.