FAQ and Policies

Cancellation policy

Sunrise-Cleaning recognizes that occasionally a client may need to cancel his or her cleaning appointment. If you need to cancel your appointment, please call 905-567-1199 or email support@www.sunrise-cleaning.com.

We ask that cancellations are done latest by 10:00 am the day before your scheduled appointment. Insufficient cancellation notice will result in a $50 cancellation fee. Lack of cancellation notice will result in full charge.


Customer satisfaction policy

If you are not completely satisfied with the cleaning, please call us within 24 hours of the job completion. We will return to your house within 48 hours and re-clean all disputed areas. (Complaints reported later than 24 hours after completion of the appointment will not be honoured.) We are not able to offer refunds or credits.


Safety information

Safety and health of our employees is very important to us. All of our employees are instructed not to touch/clean any areas or items they deem unsafe or unsanitary. For sanitary reasons we are not able to clean human or pet feces, urine, vomit or blood. We are also not able to clean properties infested with insects or pests.


Use of Pictures Policy

During cleaning we may take ‘before’ and ‘after’ pictures of some or all areas we were asked to clean. Pictures will never be posted online or published in any other way. Pictures are used only for training purposes as well as internal documentation purposes.


Appointment Times Policy

Appointment time starts from the time the cleaning staff walks into your home or arrives into the lobby of your apartment or condominium building. Appointment time ends when the cleaning staff exits your home, apartment or condominium unit. Time spend on walk-through, discussing requirements and/or providing instructions counts towards appointment time. To ensure efficient use of appointment time please provide your instructions during booking. To avoid wasting appointment time on waiting for the concierge sign in, parking permits, elevators etc, please meet our staff in the lobby and assist our staff in reaching your apartment or condominium unit in a timely manner.


Payments policy

All payments are due in full upon completion of each appointment. Sunrise-Cleaning reserves the right to discontinue services for lack of payment. A late payment fee and administration fee will apply on overdue accounts and/or returned cheques.


Peace-of-mind policy

All of our employees are fully bonded and insured. To protect your privacy and well-being, all of our employees have also signed a legally enforceable Confidentiality and Non-competition Agreement.

All of our employees are required to read a printout of cleaning instructions specific to your house before they start their routine. In a typical printout, they find instructions pertaining to cleaning special surfaces, your preferences, and other useful information that can help them to clean your house to your liking. If you have any information that you would like included in your file, please let us know.


Information regarding valuable possessions

As mentioned above, all of our employees are fully insured and bonded; however, it is in your best interest to let us know if you have special items in your house of high monetary or sentimental value. Examples of items that should be reported are:

  • Paintings,
  • Carvings,
  • Collectibles,
  • Expensive furniture, and
  • Antiques.

When reporting the special items, please indicate if you want them cleaned and, if yes, then how you would like them cleaned.

If you choose not to report your valuables, then we ask that you protect them or put them in a safe place to prevent accidents. You should also put away all jewelry pieces left out as they could be sucked into the vacuum cleaner or accidentally dropped into the sink during cleaning.

FAQ

  • Will I have the same cleaning lady every time?

    We usually assign one maid per house or a team of two or more maids per house. If your regular maid is ill or on vacation, we will assign a replacement maid who will clean your house as scheduled without further notice. The substitute maid will get a printout of instructions regarding cleaning your house. If you would like to be informed about changes in staff due to illness or vacation, please contact our office and we will make sure that you will be notified if such issues arise.

  • What if I am not happy with the cleaning?

    If you are not completely satisfied with the cleaning, please call us within 24 hours of the job completion. We will return to your house within 48 hours and re-clean all disputed areas. (Complaints reported later than 24 hours after completion of the appointment will not be honoured.)



  • Do I have to provide cleaning supplies?

    Typically, we provide all cleaning materials and equipment necessary to clean your house; however, we do not provide special cleaners such as stainless steel cleaner or marble cleaner. Most of our supplies are environmentally friendly, but we also have some conventional cleaners which are used, if needed.



  • What kind of equipment do you use?

    We use only the highest quality equipment and supplies.


    • MIELE vacuums – said to be “Forever better vacuum cleaners”. Miele vacuums consistently rank at the top in reviews ranging from quality and style to performance and function. Miele vacuums have a multi-stage system of filtration, which prevents almost all dust and common allergens from re-entering the air. Attention to detail and stringent testing methods describe this brand. Miele is based in Germany and has been building quality vacuum cleaners since 1927.
    • Ultimate MiraFiber Cloths – the most effective cleaning and polishing cloth on the market. The fibers of the Ultimate Cloth are processed in such a way that they are able to grab and hold dirt, dust and grime. MiraFiber cloths are tough on dirt, yet gentle enough that a clean cloth will not scratch or damage any surface. The Ultimate Cloth with the exclusive MiraFiber© Technology holds seven times its weight in dirt, grime and liquid. Each fiber in the cloth is 200 times finer than a human hair! (This is the secret of the MiraFiber© incredible cleaning ability.) Open spaces between fibers hold dust, dirt and oil until washed away with mild soap or detergent. Spaces also allow large amounts of moisture to be collected into the cloths making them very absorbent. These same spaces allow for quicker drying time eliminating much of the bacterial growth found in slow drying cloths.
    • Micro-Magic Mop – made from high-grade microfiber, the Micro-Magic Mop does not leave streaks or water spots. Floors washed with the Micro-Magic Mop dry instantly, leaving the floor clean and shiny.

  • Do I have any control over my maid′s routine?

    Yes, you have full control over your maid´s routine. Please remember that the cleaning lady who cleans your house has a specific time assigned to your house. For example, if you schedule a 4-hour appointment, she will stay full four hours in your house and accommodate any cleaning requests she can fit within that time. If she cannot fit all your requests in the time provided, we will contact you and discuss further options.

  • What is a typical cleaning routine?

    Typical cleaning routine includes:


    • Thorough cleaning of all the bathrooms.
    • Vacuuming of all carpets, floors and area rugs.
    • Washing of all floors. Please note – Wood floors are wiped with a slightly damp mop with hot water. If you prefer a different method, please call us and we will clean your floors according to your instructions.
    • Dusting of all surfaces (except for collectibles, insides of cabinets and items out of reach)
    • Thorough cleaning of the kitchen including:
    • Wiping cabinet doors
    • Cleaning the countertops, stovetop and top of the fridge
    • Cleaning and disinfecting the sink
    • Cleaning inside and outside of the microwave and toaster
    • We also clean baseboards, shutters and blinds, as time permits.
    • For details please see our Services Page.

Privacy Policy

  • What information do we collect?

    We collect information from you when you register on our site or place an order. When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number or credit card information. You may, however, visit our site anonymously.

  • What do we use information for?

    Any of the information we collect from you may be used in one of the following ways:

    To personalize your experience (your information helps us to better respond to your individual needs).

    • To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs).
    • To process transactions (your information, whether public or private, will not be sold, exchanged, transferred or given to any other company for any reason whatsoever, without your consent).
    • To send periodic emails (the email address you provide for order processing will only be used to send you information and updates pertaining to your order).

  • How do we protect information?

    We implement a variety of security measures to maintain the safety of your personal information when you place an order or access personal information.

    We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway providers database only to be accessible by those authorized with special access rights to such systems and who are required to keep the information confidential.

  • Do we disclose any information to outside parties?

    We do not sell, trade or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep the information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property or safety.

  • Third party links

    Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

  • Your consent

    By using our site, you consent to our privacy policy.


  • Changes to our privacy policy

    If we decide to change our privacy policy, we will post those changes on this page.

  • Contacting us

    If there are any questions regarding this privacy policy, you may contact us using the information below.

    Sunrise-Cleaning
3833 Brinwood Gate
Mississauga, ON L5M 7H3
Canada 

    905-567-1199

     support@www.sunrise-cleaning.com

Accessible Customer Service Plan

  • Providing goods and services to people with disabilities

    Sunrise-Cleaning is committed to excellence in serving all customers including people with disabilities.

  • Assistive devices

    We will ensure that our staff is trained and familiar with various assistive devices we have onsite or that we provide that may be used by customers with disabilities while accessing our goods or services.

  • Communication

    We will communicate with people with disabilities in ways that take into account their disability.

  • Service animals

    We welcome people with disabilities and their service animals. Service animals are allowed on parts of our premises that are open to the public.

  • Support persons

    A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

    -Fees will not be charged for support persons. We will notify customers of this through a notice posted on our premises and our website.

  • Notice of temporary disruption

    In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time and a description of alternative facilities or services, if available. The notice will be placed on our website.

  • Training

    Sunrise-Cleaning will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.

    Individuals in the following positions will be trained: customer service representatives, maids, managers, supervisors. This training will be provided to staff within one week of hire and on a yearly basis.

  • Training will include:

    • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
    • Sunrise-Cleaning plan related to the customer service standard;
    • How to interact and communicate with people with various types of disabilities;
    • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person; and
    • What to do if a person with a disability is having difficulty in accessing Sunrise-Cleaning goods and services.

    Staff will also be trained when changes are made to our plan.

  • Feedback process

    Customers who wish to provide feedback on the way Sunrise-Cleaning provides goods and services to people with disabilities can email: support@www.sunrise-cleaning.com, verbally: at 905-567-1199, website feedback form: www.sunrise-cleaning.com/feedback .

    All feedback, including complaints, will be directed to the owner (Tina Burton). Customers can expect to hear back in two business days.

    Modifications to this or other policies

Any policy of Sunrise-Cleaning that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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