Policies and Procedures
Can I reschedule my regular maintenance cleans?
Yes, rescheduling a scheduled cleaning will not affect the reoccurring cleaning arrangements, unless requested and there is availability. To avoid a $25 rescheduling fee please provide notice within 3 business days.
Something came up - can I cancel my scheduled cleaning?
Yes, please provide notice within 3 business days to reschedule/cancel your scheduled cleaning to avoid a $25 fee.
What forms of payment do you accept?
All clients can make payments by cheque, cash, and E-Transfers. All payments are due at the time of the service. Regular scheduled clients can provide post-dated cheques in advance if they prefer. A fee of $35 is applied to all returned checks (insufficient funds). Late fees will accrue on outstanding balances. Submit E-Transfer to email@example.com
How will Voila! employees enter my home to clean?
In order to ensure uninterrupted service and avoid a lockout fee of $35 we ask our clients to provide reliable access to their residence. Prior to arrival we require you to specify the entrance, security code (if applicable) and key. All keys are coded by color and kept in a secure lockbox in our Voila office. All Voila employees are insured and bonded.
Can Voila! remove my recycling?
Voila would like to offer our customers the option to have their recycling removed for a small additional fee. The fee will differ for each client depending on the amount of recycling and if we need to sort the paper, plastic, cardboard & bottles.
Should I leave a tip?
As with many service professionals, tipping is greatly appreciated. A gratuity or a pleasant note is a great way to tell the team you appreciate their hard work.
I'm not satisfied with the quality of service provided. Do you have a quality assurance policy?
If the client is not satisfied in any area of service Voila provided, please notify us within 24 hours.
In the case of unsatisfactory cleaning, we will re-clean the area at no additional charge.
Does Voila have a Covid -19 Policy?
Yes, all our customers are required to fill review and sign off on our COVID-19 policy prior to the scheduled cleaning.
Voila will continue to work with our commercial and residential customers to ensure we are keeping them safe and keeping our staff safe.
We all wear face masks when we are unable to maintain the 2 meter/6 feet social distancing rule
All staff are required to fill out a Covid-19 screening questionnaire prior to their shift
We are using a COVID-19 approved disinfectant/cleaner in all of our homes and offices
We will return to our all natural cleaners when COVID-19 is no longer a concern
We will do our best to make sure we are protecting our staff and clients at all times
Prior to entering client’s homes or businesses we require a covid-19 screening questionnaire to be filled and signed to ensure the safety of our staff. We also require our clients to be out of the home before the Voila team arrives and if this is not possible we are asking the client to self isolate in one room until the staff have completed the clean and left the premises. If these policies are not met, we will leave the clean and the client will be responsible to pay full cost of the clean booked. Customer's will be required to discuss their cleaning plan and all other details prior to the staff arriving to minimize interactions. All equipment will be wiped down with Covid-19 approved cleaner between cleans or the customer will provide their own supplies and equipment.
Voila, will only accept e-transfers & electric fund transfers for payment during these uncertain times.