Frequently Asked Questions

General Questions

  • Pricing is based on an hourly rate starting at $40 per hour. You can see the details on our pricing page.

  • Simply visit the appointment flow to book a cleaning and as you provide information about your house and schedule, your quote will dynamically adjust.

  • Simply visit the signup flow and follow the prompts.

  • You will only be charged for the time your cleaners actually spent cleaning your home. If they finish the job sooner than expected, you will not be billed for the full estimated amount.

  • Certainly not! Just as we wouldn’t appreciate aggressive sales representatives visiting our home, we wouldn’t subject you to that either. You have the convenience of obtaining an estimate and scheduling your cleaning service online in roughly sixty seconds.

  • Certainly! Our cleaning team will arrive fully equipped with all the tools needed to complete the job effectively and efficiently.

  • Kindly contact us immediately, and we will take steps to address the issue. We uphold a satisfaction guarantee that we take very seriously.

Cleaning Questions

  • Here's a listing of what gets cleaned in every room of your house during a standard cleaning. You can also request extra items via your appointment flow.

  • Most definitely. Use the appointment flow or visit your customer dashboard and you can add requests to your schedule via the notes. Please ensure that if you are adding tasks such as cleaning interior of fridge or interior of stove that you add additional time to your quote.
    Some of the common extra tasks are:
    - Clean interior of fridge
    - Clean interior of oven
    - Clean interior of cabinets
    - Clean interior windows
    - Spot clean walls
    Each task will increase the amount of time allotted to cleaning your house.

  • Our services encompass everything from regular weekly cleanings to one-off sessions, as well as specialized move-in and move-out cleanings. To explore the various options we provide, please go to our “Services” page.

  • Please be aware that our services are primarily for residential cleaning. We do not handle the removal of bodily fluids, animal waste, black mold, pest infestations, hoarding conditions, or any other situations that fall outside the scope of standard house cleaning. Additionally, our services are confined to the interior of your residence only.

  • We offer all forms of payment from credit card to e-transfers and cash.

  • Yes, we accept as well!

  • We will let you know prior to you visit. The number of cleaners varies on a number of factors such as, service location size, cleaning frequency, cleaning complexity, etc.

  • While we try to assign the same cleaners for each of your cleaning appointments, we cannot assure this due to potential scheduling clashes or other unexpected circumstances. However, for those on a regular cleaning plan, we prioritize providing you with the same cleaner whenever possible.

  • Yes, you can. Either get in touch with us or request this change in either the appointment flow or your costumer dashboard.

  • Absolutely. The cleaners go through a screening process that includes a police background check, reference checks and in-person interviews. We also require significance experience in cleaning to work with us.

  • Yes, we do our absolute best to ensure our products are extremely effective for cleaning while staying environmentally friendly and safe.

  • Certainly, we can take on that task. However, there are a few things to note. The cleaning of the oven’s interior is not covered within the standard appointment duration recommended by our system. Therefore, you’ll need to extend your booking time and specify this service in the notes area of your appointment flow. Moreover, it’s necessary for you to specify an oven cleaning as our cleaning team will need carry appropriate items for oven cleaning. Should your oven be equipped with a self-cleaning function, we recommend activating it before our arrival, as the process can often exceed two hours.

Scheduling Questions

  • You will only be billed for the total time that our cleaners spend cleaning your space. If you'd like specific areas cleaned, be sure to add those details when building your estimate.

  • There is nothing more for you to do. The system will schedule your job and you may receive a notification prior to our visit.

  • We can not guarantee same-day bookings. But, depending on the day, we can often meet this requirement.

  • While it is doable, please be aware that it’s improbable to have the same cleaner for each appointment. Our recurring appointments are structured around a weekly, bi-weekly, or monthly (every 4 weeks) system.

    Opting for a tri-weekly schedule disrupts this system, resulting in the inability to match a cleaner with you who is also available for others on a standard recurring basis.

    Furthermore, appointments scheduled every three weeks are charged at our monthly rate to compensate for the additional administrative efforts required to coordinate these unique timings.

  • This is completely your choice. If you're not going to be at the space, make sure you let us know how to access your unit by putting the information in your customer dashboard.

  • Yes, most of the time. However, we allow a one-hour window due to traffic and weather circumstances. In scenarios where your cleaners will be late, you will be contacted asap to let you know of the ETA.

  • Yes, the minimum job length you can book is 3 working hours.

  • Payment is processed only once the cleaning service is finished. The total on your bill will correspond to the actual total time spent by your cleaners in your service location, rounded to the closest quarter-hour.

  • Typically, morning appointments are arranged to begin at approximately 8 or 9 am. Afternoon appointments are generally set to commence around 12 or 1 pm, while evening appointments are usually slated to start at about 5 pm.

  • If you are booking a one-time job, you can request a specific date from your appointment flow.

    If you require a specific start time, you can request it via your job notes. Please note, however, we may not always be able to accommodate certain start time requests but we will do our best.

  • Certainly, please contact us at your earliest convenience, and we will gladly assist you in rescheduling.

  • No worries at all. Either get in touch with us or just go to your customer dashboard and use the scheduling tool to reschedule. We get stuff happens. If you have to cancel, we understand!

  • You have the flexibility to discontinue the service at any time without incurring any fees. There’s no obligation to enter into any contracts or agree to a set number of sessions.

  • In the event that our cleaners are dispatched but cannot enter your home, we will make every effort to contact you and even work out an alternative arrangement. Please be aware that if we are unable to reach you or secure entry to your home, a “lockout fee” equivalent to 3 hours at your quoted rate will apply.

Miscellaneous Questions

  • We offer a range of services from weekly cleaning to one-time cleaning to move-in and move-out cleaning. You can see the different services by visiting the "Services" page.

  • Click here to see all the areas we service

  • Click here to see all the areas we service.

    We conduct our cleanings throughout North Vancouver, West Vancouver, Metro Vancouver, Burnaby, Delta, Richmond, Langley, Surrey, Coquitlam, Port-Coquitlam, Pitt Meadows, Maple Ridge, and Mission.

  • Yes, we do have a satisfaction guarantee. If there's any part of your cleaning that you aren't satisfied with, we'll send someone back to fix the deficiencies at no cost to you or credit your account the difference as long as you let us know within 24 hours of your appointment completion.

    Please do note: the guarantee does not apply to move-in/out cleanings, appointments where the timing has been lowered beneath the suggested time, or landlord/tenant scenarios.

  • You can leave a tip for the cleaners however you see fit. Simply, let us know!

  • If anything in your home is damaged during a cleaning, get in touch with us immediately by phone or email and we'll make it right. Zenith Zone Cleaning Team has an extensive insurance package that covers you, your home and its contents at up to $1 million per occurrence.

  • You'll have the option to do this after every cleaning appointment via a link on your receipt and via your customer dashboard. You don't have to fill-out the review but we really do appreciate any and all feedback.

  • We do clean small offices. If this is of interest, please reach-out to us by phone or email to set this up.

  • Wonderful! We’re delighted to hear you have pets. Rest assured, we’ll pair you with a cleaner who is also fond of animals. Please include your pet’s name in the notes section when you schedule your appointment, so that your cleaner can greet them properly.

  • We do in fact carry gift cards. Learn more by clicking on our gift card page.
    Please note: gift card balances are non-refundable and non-transferable.

  • Absolutely, we offer a referral program! When you introduce someone to our service, they’ll enjoy a $20 discount on their initial appointment. After they’ve completed their first service, your account will be credited with $20 as well.

    Here’s how to make a referral:

    If someone you refer uses our service, they simply have to give us your full name and phone number and we will automatically apply the discount to both of your balances.

  • Nope! You can refer as many people as you want. In theory, if you refer enough people, you could have free cleaning for the rest of your life. Imagine that!

    Importantly, you cannot refer yourself or refer anyone living in the same residence as you.

Not finding the answer to your question here?

Contact support by email or phone.