How many pros will be coming to my home?
Depending on the size of your home and your specifications, one or two cleaning pros will be sent to your home. Professionals know only to accept jobs on our platform that they are able to successfully complete.
What do i have to do to prepare for my house cleaning?
That's entirely up to you! You can do as little or as much preparation as you want. However, keeping your home neat and tidy is a good way to make savings.
Will i get the same house cleaner each visit?
That is mostly up to you. We would be more than happy to send you the same cleaner each time. However, should that cleaner be unavailable for your requested date, we will reach out to you prior to see if you would like to reschedule or if you would prefer to request a different cleaner. Should your cleaner no longer work with us, we will inform you and seamlessly match you with a different one
Do the cleaning pros provide supplies & equipment?
Yes, although you are welcome to provide different products if you wish
SHOULD I GIVE THE CLEANER A TIP?
There are no expectations when it comes to tipping your cleaner. That being said, it is not uncommon in the housekeeping industry to tip 10-15%
WHAT IF I AM UNHAPPY WITH MY CLEANER?
As a referral agency, it is our job to find you a perfect match for your cleaning needs. If, for any reason, you are unhappy with your current cleaner, we encourage you to request from us a new match. Some clients try out a few cleaners on our platform before finding their perfect match.
What if i have a security system?
You can either leave the alarm system off on the day of the cleaning or provide the cleaner with instructions on how to deactivate and reactivate the system in your work order notes
HOW WILL THE CLEANER ACCESS MY HOME IF I'M NOT HOME?
That's up to you. You could, for instance, leave the door unlocked, leave the key with a neighbour/concierge, or store the key in a lock box on site. From our personal experience, the lock box is a great option as it allows you to simply switch the code when or if you are matched with a new cleaner
IF I PROVIDE A HOUSE KEY, WHO IS RESPONSIBLE FOR MY KEY?
You can give it directly to your cleaner, however, based on our personal experience, using a lockbox has proven to be a very convenient option with our existing clients. This allows you to leave your key out on the day of the cleaning. It also allows you to change the combination if you are matched with a different cleaner. Note that we charge a lock-out fee of $45 if we are unable to gain access to your property on the day of the cleaning.
Who do i make payments to?
Payments are made to Pourti. We accept Discover, Visa, Amex and MasterCard. Note that we do not accept checks or cash as a means of payment.
How do i pay?
Payment is done through our website. Your card will be charged once the cleaning has been completed and an invoice will be sent to your email address.
why does the first cleaning cost more?
The cleaning professional is new to your home and is getting acquainted to the layout, they expect that the first cleaning will require more effort for any home starting a new service, and this may also result in the use of extra cleaning products. Once the first cleaning is done, you'll benefit from the lower prices because your cleaner is able to continue to upkeep on a regular basis.
DO YOU ACCEPT CASH?
We do not accept cash. Payment is processed online via a credit/debit card that you provide in your booking form to secure your booking. All payments are handled by Stripe, so please rest assured that your credit card information is safe and secure. Credit card tokens (and never credit card numbers) are stored within Stripe.
How can i tip the cleaning professional?
You may tip the cleaning professional either online (through your account) or in person using cash. 100% of tips are reserved for the cleaning pro and not for Pourti Agency.
What time will the cleaning professional be at my home?
Due to cleaning jobs variation and travel time, there may be a 1 hour window of arrival provided at the time of scheduling the job. If you do not need an arrival window and can have cleaning anytime during business hours, please let us know.
what if i need to reschedule an appointment?
We have a 48 hour rescheduling policy to minimize leaving a cleaning professional without work. The 48 hours gives us time to try to re-fill the cleaning schedule. Feel free use your client portal for any schedule changes. Anything shorter than 48 hour notice may result in a $25 late cancellation/reschedule fee.
am i able to skip a cleaning with ongoing service?
Yes, with a 48-hour notice in advance. However, please keep in mind that this has an impact on the cleaning professional’s income and should be done sparingly. You might find that it would be more suitable to reduce the scheduled frequency if you’re skipping regularly.
CAN I BOOK A CLEANING ON THE WEEKEND?
Pourti Agency is proud to offer you its services 7 days a week, including during public holidays. However, we recommend that you book as far in advance as possible if you would like your cleaning during a public holiday, as those days are in high demand.
Do I have to sign a contract?
There is no long term contract. The entire cleaning service or an individual cleaning can be canceled or rescheduled up to 48 hours before the scheduled time without any fees. We do ask you to sign a terms of service agreement at the time of booking.
do you carry insurance?
Even with great care from the cleaning professionals, unfortunately sometimes accidents occur. If there’s something in your home that’s very important to you such as an heirloom, you may consider asking the cleaner to leave that item alone. The cleaning professionals are responsible for their own work. If there is any breakage or damage, they will handle this issue with you directly. We ask all pros on our platform to carry insurance. However, Pourti Referral Agency is not the employer of the cleaner we refer to you.
do i have to file a 1099?
Pourti Referral Agency will issue a 1099 to all cleaning professionals at years end. This is our responsibility and we take it seriously to ensure we’re doing our part to document proper tax records.
what about pets?
If your pet is over excited or territorial, please put them in a different area to keep them and the cleaners protected.