Booking & Scheduling

Q: What areas do you serve?

A: We serve Calgary and surrounding communities. If you're just outside the area, reach out — we may still be able to accommodate you.

Q: How do I book a cleaning?

A: You can book directly on our website using our online form. Our calendar shows live availability, so you can select a time that works for you.

Prefer to connect directly? Call/Text 587-731-0848 or email herbalhaven.yyc@gmail.com

Q: Do I get to pick my cleaner?

A: Cleaners are assigned based on location and fit, but you’re always welcome to request a preferred team member. We aim for consistency whenever possible.

Q: Can I schedule extra time for a deeper clean?

A: Absolutely. You can add extra time when booking to allow for more detailed work in high-traffic or neglected areas.

Q: How do cancellations work?

A: We ask for at least 24 hours’ notice. Late cancellations without cause may be charged 50% (this may be waived if the spot gets filled). Emergencies are always handled with compassion.

Cleaning Day Details

Q: Do I need to be home during the clean?

A: Not at all. You’re welcome to be there or provide entry instructions. If you're away, we'll lock up according to your instructions and provide a checklist of what was completed.

Q: Do I need to tidy up first?

A: It’s not required, but clearing clutter or surfaces allows us to focus on deeper cleaning.

Q: Do you bring your own vacuum and supplies?

A: Yes, we bring all eco-friendly, family-safe products and tools.

That said, we prefer to use your vacuum when available. This reduces cross-contamination between homes and keeps allergens or pet dander from being transferred.

Q: Do you clean inside ovens, fridges, or cupboards?

A: Only if requested in advance or you have asked for these areas to be included on the deep clean rotation for your home.

Q: What should I do to prepare for my clean?

Provide access (code, key, or someone home)
Secure pets if necessary
Put away fragile or personal items
Let us know about any priorities or special instructions.

Q: Do you work with custom cleaning lists?

A: Yes. Every client receives a custom checklist that we follow each visit. This ensures your unique priorities are remembered and consistently met, and deeper cleaning tasks are rotated throughout the year without extra services/fees added on.

Q: Do you do dishes or laundry?

A: We’ll load/unload the dishwasher if time allows and it’s noted in your checklist. Laundry is only included if booked in advance, and limited to bedding and towels only.

Q: Will you organize or declutter?

A: Light tidying is included with every clean. Full decluttering or organizing (closets, cupboards, pantries) must be booked in advance.

Q: Do you move furniture?

A: Only small items like chairs or light tables. We do not move heavy or large furniture due to safety and liability concerns.

Q: Do you bring ladders?

A: No. For our safety, we use a only a two-step stool.

Q: Do you clean windows?

A: We clean reachable interior window panes and sills. We do not clean exterior windows or use ladders for high access.

Q: What if the home is very messy or unsanitary?

We’re equipped for mess — but not hazardous conditions.

We cannot clean in the presence of:

Human or animal waste
Blood or bodily fluids
Mold
Rodent/insect infestations
Drug paraphernalia
Hoarding Situations

If any are present, our teams have the right to leave immediately (A 2-hour minimum charge will apply when a client has failed to disclose such information on the intake form at the time of booking).
If any of these conditions are discovered by our cleaning team and you were unaware at the time of booking, we will charge only for our time spent cleaning, and will refer you to a company better equipped to complete your clean.

Q: Do you clean screens or electronics?

A: To avoid damage, we do not clean TV screens, computer monitors, or touchscreens.

Q: Do you clean baseboards and walls?

A: Yes. Baseboards are included in deep cleans and rotational cleaning. We always spot-clean walls during regular maintenance cleans.

Q: Do you clean laundry rooms or inside appliances?

A: Yes, for regular services we do include laundry rooms. We wipe the outside of washers/dryers. Interiors of washers/dryers are included on our Deep Cleaning and Move-out Cleaning list.

Health & Safety

Q: Are your cleaners background checked?

A: Yes. Every team member at Herbal Haven Cleaning Services is thoroughly screened before joining our team.

We require a clear criminal background check as a condition of being apart of our team, which we verify through Sterling Backcheck. We also contact professional references and review public social media profiles to ensure each team member reflects the integrity and care our clients expect.

Each team member is trained to Herbal Havens standards before entering any home.

Q: What if I have pets?

A: We love pets! Just let us know what animals are in the home and how to make them comfortable.

Note: we do not clean pet waste or litter boxes.

Q: Are your products safe for children and pets?

A: Yes. We use eco-friendly, non-toxic products with gentle scents or scent-free options upon request.

Q: How do you prevent cross-contamination?

A: We clean and sanitize our tools between each home and prefer to use our client’s vacuum whenever possible. This keeps allergens, bacteria, and pet hair from being transferred from home to home. We also use a color coded system for our cleaning cloths and scrubbers to ensure there is no cross-contamination happening within a home.

Payments & Policies

Q: How do I pay?

A: You’ll receive an invoice after your clean. We accept credit card and e-transfer.

Q: Do you offer gift cards?

A: Yes! You can gift individual cleaning hours or a package — perfect for new parents, birthdays, or just because.

Q: Do you offer discounts for recurring cleans?

A: Yes. Weekly and bi-weekly clients receive discounted rates compared to one-time and monthly services.

Q: What happens if something is damaged?

A: Our cleaners are insured and take responsibility for any damage caused by negligence during their visit.

Please note:

If we use a product you provided, we are not liable for the outcome.
We’re not responsible for damage to fragile or already-worn items.

If something does happen, please let us know right away. We’ll address it with care and fairness.

Our Cleaning Philosophy

Q: What’s the difference between a maid and a professional house cleaner?

A: A Maid typically covers a wide range of household tasks — organizing, picking up dirty laundry, washing dishes, running errands etc.

A Professional House Cleaner specializes in detailed, structured cleaning — scrubbing, disinfecting, polishing, and bringing calm back to your space.

At Herbal Haven Cleaning Services, we’re not full-service Maids, we are Professional House Cleaners.
But we do of course bring beauty, order, and a sense of peace to every space we touch.

Herbal Haven Cleaning Services~ Where clean feels calm, and care is intentional.