The things we hear most often.

We use a transparent, itemized pricing engine. The base price covers a baseline home or office (e.g., 2 bedrooms, 1 bathroom, 1,500 sqft for residential). Each input over the baseline adds a specific itemized cost — extra bedroom, extra bathroom, extra square footage, add-ons, recurring discount, surge (when applicable), and HST. The full breakdown is shown live during booking.

No. The price you see in the booking funnel is the price you pay. We don't add fuel surcharges, "convenience fees," "service fees," or any other unexplained line items. If you see a line, we charge for it. If you don't see a line, we don't charge for it.

Saturday mornings, end-of-month moving days, holiday windows — periods of peak demand sometimes carry a small premium (capped at 30%). Surge is shown explicitly in your quote with the reason. If you can shift your booking to a non-peak window, you save the premium. We don't hide surge in the base price.

Weekly recurring saves 12%. Bi-weekly saves 8%. Monthly saves 4%. The discount applies automatically from your second visit onward and continues for as long as your recurring schedule is active. You can pause or cancel recurring at any time without penalty.

No. You can book a one-time clean, change to recurring later, pause recurring, or cancel at any time. The recurring discount kicks in automatically when you switch to a recurring schedule and stops if you switch back to one-time.

Your card is stored at booking but charged after the clean is complete — not at booking. This means if a clean is cancelled, rescheduled, or doesn't happen for any reason, you're not pre-charged. The receipt is emailed automatically after charge.

Same-day bookings are typically available for residential cleans booked before noon. Next-day is standard. For commercial recurring contracts, we recommend two weeks of lead time to coordinate the schedule properly. Move-out cleans book up fastest at end-of-month — book a week ahead if possible.

Yes, free of charge up to 4 hours before the scheduled start time. After the 4-hour window, rescheduling is treated as a cancellation. You can reschedule through your dashboard — no need to call.

Cancellations more than 4 hours before the scheduled start: free, no charge. Within 4 hours: 50% of the booking total. After the crew has arrived: 100%. We hold ourselves to the same standard — if our crew no-shows, you receive a full credit plus a priority next-day reschedule.

No. Most clients leave a key code or other access method. We log entry and exit via geolocation, photograph property condition before and after, and you receive a clean-completion email when the visit ends. If you prefer to be home, that's also welcome.

Recurring schedules are flexible. Skip a visit, shift a date by a few days, or pause for a vacation — all through your dashboard, no fees if you give us 24 hours of notice. Skipped visits don't accumulate or expire.

A vetted, identity-verified crew member with a Summa Clean ID badge visible in their app. Your dashboard shows their name, photo, and tier badge before the visit. For larger jobs, a crew of two arrives. You can confirm identity before granting access.

A standard clean of a 3-bedroom, 2-bathroom home runs about 2.5 to 3 hours. Deep cleans run 4 to 5 hours. Move-out cleans typically 5 to 7 hours depending on size and add-ons. Commercial offices vary widely; the booking flow gives you a duration estimate before you confirm.

No. The crew brings everything — vacuums, mops, microfibre, cleaning solutions, paper, gloves. If you have specific products you'd prefer used (eco-friendly, allergen-free, scent-specific), let us know in the booking and we'll match. There's no surcharge for using your supplies if you provide them.

Standard cleans don't include: inside oven, inside fridge, inside cabinets, laundry, ironing, exterior windows, or organizing. Most of these are available as add-ons or are included in deep clean / move-out tiers. The booking flow shows you what's included and what isn't before you book.

We follow current Ontario public health guidance. Crews wear masks if a customer requests, and during any active health advisory. Crews stay home when sick — we cover paid sick leave so there's no incentive to come in unwell.

The crew can request a scope adjustment through the app. You see the photo evidence, the proposed extra scope, and the cost. You approve or decline on the spot — no automatic charges. If you decline, the crew completes the originally-booked scope to the extent time allows.

Yes. Every cleaner completes identity verification, background check (Certn), in-person interview, skills training and assessment, and three probationary jobs before their first independent booking. Read the full process on our trust & safety page.

Yes. Commercial general liability ($5M aggregate, $2M per occurrence). Theft and loss bonding ($5,000 per incident). WSIB coverage for every crew member. Cyber liability for platform and data incidents. Certificate of insurance available on request — email trust@summaclean.ca.

Report through your dashboard within 48 hours with photos. Our trust & safety team reviews the visit's photo log, contacts you within 24 hours, and processes resolution — repair, replace, or insurance claim depending on the incident. Every step is logged in your audit trail.

Same process. Report within 48 hours through the dashboard. The T&S team reviews the photo log, the audit trail, and the crew's history. If the evidence supports a theft claim, it goes through our bonding coverage and the crew member is removed from the platform.

Yes. Past 48 hours, the photo log we maintain becomes the source of truth, and we can't reliably tie damage or missing items to a specific visit. We take the window seriously because it's the only way to maintain accountability for both customers and crews.

If a clean misses the booked scope, flag it through your dashboard within 48 hours and we send a crew back at no charge. No partial refunds or "credit toward your next visit" — the operating standard is "the work was done correctly," and the re-clean is how we deliver on that.

All major credit and debit cards (Visa, MasterCard, American Express). Cards are processed by Stripe; we don't store card numbers. For property management firms with master-statement billing, we accept ACH, wire, and net-30 invoicing.

HST (13%, Ontario) is added at the end of the quote and shown explicitly. So a $150 base + add-ons + modifiers gets HST applied to the post-discount subtotal. Your final total in the quote is HST-inclusive.

Tips are optional, never auto-applied. You can add a tip during booking or after the clean is complete (within 24 hours of completion). 100% of tips go directly to the crew — Summa Clean takes no platform fee on tips.

Yes. Every booking generates a PDF receipt with full itemization, your billing address, our HST number, and the breakdown of every line item. Receipts are available in your dashboard's history tab indefinitely.

Currently five Ottawa zones: Westboro, Centretown, Glebe, suburbs (Kanata, Barrhaven, Orleans, Alta Vista), and premium districts (Rockcliffe, Manor Park). Expansion to additional Ottawa neighbourhoods, Gatineau, and other Canadian cities is on our roadmap.

The booking funnel will let you know and offer to add you to our waitlist. We notify the waitlist when we expand to your area — typically with priority booking and an introductory discount. You can also reach out through our contact form.

Yes. Commercial office cleaning is one of our two service lines. See the commercial services page for scope, pricing, and right-fit details. We don't serve clinical, industrial, or food-service environments — we'll refer you to specialists for those.

Yes, with a dedicated PM portal and master-invoicing flow. See the property managers page for the engagement model. Volume pricing kicks in around 20 units across 3+ buildings.