Question 1

How much does cleaning cost?

Accepted Answer

We provide set-rate pricing, which means you'll receive a quote in advance based on your home's size, condition, and cleaning needs — no surprises. First-time and deep cleans are priced at a higher rate due to the extra time and detail required to bring a home up to standard. Recurring clients receive preferred pricing. For reference, pricing typically starts at $60/hour for first-time/deep cleans and $70/hour for vacation rentals. Contact us for a personalized quote based on your home and cleaning needs.

Question 2

Do you offer recurring pricing?

Accepted Answer

Yes. Recurring clients receive preferred set-rate pricing based on frequency, home size, and cleaning needs. We quote each service in advance so there are no surprises.

Question 3

Do you offer discounts for recurring services?

Accepted Answer

Yes. Recurring cleaning clients may receive discounted pricing. Contact us for a personalized quote.

Question 4

What forms of payment do you accept?

Accepted Answer

We accept credit cards, debit cards, and e-transfers. Payment is due upon completion of each cleaning session.

Question 5

Are there services you don't offer?

Accepted Answer

Our cleaners do their absolute best to provide exceptional service, but there are certain things we cannot offer or guarantee. Liability, safety, and quality are considered at all times. Services we do not provide include: no lifting or moving of heavy items (refrigerators, stoves, tables, etc.); no moving vases, hung pictures, or other delicate items; we are happy to load your dishwasher, but cannot return dishes to cupboards once complete (to avoid breakage); cleaning any item or area that cannot be safely reached using telescopic cleaning tools and a 2 ft. step stool; removing excessive pet hair from upholstery; cleaning exterior windows (we offer a separate window cleaning service); removing strong odours (mould, animal waste, smoke, etc.); cleaning inside dishwashers and washing machines; cleaning light bulbs; cleaning rodent- or insect-infested homes; removing excess paint from surfaces unless a post-construction clean is purchased; deep carpet/floor cleaning (steam cleaning, polishing, waxing, etc.); heavy marks or stains on walls, baseboards, or other painted surfaces (to avoid damaging paint).

Question 6

What if I need to cancel a booking?

Accepted Answer

No worries. You can email us or call/text us at 250-896-5971, and we'll take care of everything. Please provide 48 hours' notice. Otherwise, a $100 cancellation fee applies.

Question 7

How many cleaners do you send?

Accepted Answer

For one-, two-, and three-bedroom homes, we typically send one cleaner. For larger homes with four bedrooms or more, we typically send a team of two, although recurring cleaning services may only need one cleaner. In a hurry? Let us know, and we'll see what we can do.

Question 8

What are your hours?

Accepted Answer

Our customer service team is available Monday to Friday, 9:00 AM–5:00 PM.

Question 9

Do you bring your own supplies and equipment?

Accepted Answer

Yes, we provide all cleaning supplies, products, and equipment unless there is a specific request for a certain service. For example, many clients prefer that we use their vacuum or a particular floor cleaner they already have on hand.

Question 10

Can you clean if I'm not home?

Accepted Answer

Absolutely. Many of our clients prefer this setup. For access, we ask that you provide a garage door code or a lockbox key. For security and consistency, our cleaners do not carry client keys with them.

Question 11

Can you use eco-friendly products?

Accepted Answer

Absolutely. If you provide them, we're happy to use your preferred eco-friendly products during your cleaning.

Question 12

Which areas do you serve?

Accepted Answer

We provide services in the greater Victoria, BC area, including: Oak Bay, Uplands, Rockland, Fairfield, Fernwood, Gordon Head, Sidney, Langford, Bear Mountain, Esquimalt, Willis Point, Colwood, Strawberry Vale, Royal Oak, Cadboro Bay, and Downtown.

Question 13

Are your cleaners background checked?

Accepted Answer

Yes, all of our cleaning professionals undergo thorough background checks before joining our team. Your safety and peace of mind are our priority.

Question 14

Are you insured?

Accepted Answer

Yes. We carry comprehensive liability insurance to protect your home and belongings. We're happy to provide proof of insurance upon request.

Question 15

Will I have the same cleaner each time?

Accepted Answer

Consistency is one of our core values. We aim to assign a dedicated cleaner to your home whenever possible. If your regular cleaner is sick or away on vacation, we'll send a trained backup who has been briefed on your home's specific needs, and we'll notify you in advance.

Question 16

What if something gets broken during cleaning?

Accepted Answer

Accidents are rare, but if they happen, we take responsibility. We're fully insured and will work with you to repair or replace items damaged during your cleaning. Please report any issues within 24 hours of your appointment (with a photo, if possible) so we can address them promptly. We also ask that you let us know before the cleaning if there are any fragile, unstable, or pre-damaged items (for example: loose fixtures, poorly hung frames, cracked décor, or items staged in place but already broken). This helps us clean safely and avoid accidental damage.

Question 17

What if I'm not satisfied with the cleaning?

Accepted Answer

Your satisfaction is guaranteed. If you're not happy with any aspect of your cleaning, please contact us within 24 hours and we'll return to make it right at no additional charge. That's The Pearly's Promise. Please allow up to 7 days for us to complete the re-clean.

Frequently Asked Questions

Pricing & Payment

Services We Do Not Provide

Booking & Scheduling

Supplies & Access

Service Area

Trust & Safety