Question 1

How much does cleaning cost?

Accepted Answer

We use flat-rate pricing — you see the exact cost before we start, based on your home's size and cleaning needs. No hourly billing, no surprises on the invoice. Use our price calculator for an instant estimate, or call us for a personalized quote.

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 or pause my service?

Accepted Answer

No worries. You can pause or cancel recurring plans anytime — no contracts, no penalties. For individual appointments, we just ask for 48 hours' notice. Email us or call/text 250-896-5971 and we'll take care of everything.

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 — all professional-grade cleaning supplies, products, and equipment are included at no extra cost ($45+ value per visit). That includes our commercial-grade vacuum, microfiber mop system, eco-friendly multi-surface cleaners, glass and stainless steel polish, disinfectants, and specialty grout and tile products. If you prefer we use a specific product you already have, just let us know.

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 full 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

That's what The Pearly's Promise is for. Contact us within 24 hours and we'll send your cleaner back for a free re-clean within 48 hours. Still not happy after the re-clean? Full refund — no questions asked. Two tiers of protection so you never feel stuck.

Frequently Asked Questions

Pricing & Payment

Services We Do Not Provide

Booking & Scheduling

Supplies & Access

Service Area

Trust & Safety