We Look Forward to Partnering With You
What about my pets?
We’re pet lovers too! For a smooth and efficient clean, we recommend keeping pets in their cage or a safe room while we work. We’ll follow all your instructions regarding them.
Do I need to provide cleaning supplies?
No, we bring all necessary equipment and supplies for cleaning services to ensure convenience and consistent quality for our clients. However, you are welcome to ask your cleaner to use your own cleaning equipment.
Are you fully insured?
Yes, London Hearts & Homes is fully insured with $2 million in liability coverage, giving you complete peace of mind with every service. Unlike many independent cleaners who may not carry insurance — leaving homeowners at risk — we make your safety, trust, and quality our top priorities.
How do I pay for the services?
We ask for at least 50% of the service fee to be paid before the job, with the remaining balance due upon completion. Payment can be made by cash, e-transfer, or credit/debit card. Please note that a 3% card processing fee applies to credit and debit payments. Some prices already include tax—our supervisors will be happy to confirm this for you.
What is your satisfaction guarantee?
Your satisfaction is our priority—that’s why we offer a 100% happiness guarantee! Before our team finishes, we invite you to check the space and let us know if anything needs a final touch-up. We’ll gladly make it right on the spot.
Will you send the same cleaning technician each time?
We make our best efforts to send the same cleaning techs each time. It’s the most efficient but we do not guarantee it. If you are sent an alternate cleaning technician, our staff have access to detailed information about your preferences.
Who does Hearts & Homes hire to clean my home?
We hire for skill and heart. Our cleaning technicians are employees—not gig workers—who complete training, pass a police record check, and are covered by our insurance. That’s why our turnover is low and you see the same trusted faces visit after visit.
Do I need to tip my cleaning technician?
It’s not expected, but it is greatly appreciated for work well done. We have found it common for clients to tip at the end of each cleaning or make a larger tip at the end of the year. Please note that 100% of the tips go directly to the cleaning technicians performing the job.
Do I need to be home during the cleaning?
You decide! We’re happy to clean whether you’re home or not. For top-quality results, it’s helpful to avoid interruptions, and we suggest checking the final results when we’re done.
What is your cancellation policy?
We offer a flexible 24-hour cancellation policy. If you need to cancel or reschedule, please notify us at least 24 hours in advance to avoid cancellation fees.
Accepted Payment Options
We accept cash, debit, credit cards, and e-transfers. Please note that some prices already include tax and also a 3% processing fee applies to credit and debit card payments.
What services are not offered?
To ensure our cleaning associates work safely and effectively, we are unable to provide the following:
- Cleaning of animal feces
- Mold removal
- Exterior cleaning (garage, patio, balcony)
- Moving heavy furniture or fragile items
- Cleaning crawl spaces
- Cleaning bodily fluids
- Pest removal or infestation cleanup
- Full washing of ceilings and walls