FAQ

​Will I have the same cleaner each time?

Cleaner availability depends on individual schedules. To ensure consistency, we recommend signing up for our part-time helper package, which allows you to pre-book your preferred cleaner

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Do you provide ironing service?

​We offer basic ironing services as part of our general cleaning package. However, our cleaners are not liable for any damages to clothing during ironing. Ironing services are limited to one hour per session to ensure focus on your cleaning needs.

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​Can I request a change of cleaner if I’m not satisfied?

Certainly! However, we highly recommend giving the cleaners a trial period of at least 2 sessions. Our workers generally make use of the first session to understand and adapt to different cleaning preferences of different clients. Cleaners tend to be more efficient and aligned with expectations of homeowners from the second session onwards. In the unlikely event of continued dissatisfaction with the cleaning services after the initial sessions, we will make arrangements to replace the cleaner. Please note that replacement cleaners are subject to availability. 

Are there additional charges for weekend cleaning?

No, there are no additional charges for cleaning services on weekends.

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Can I leave the house while the cleaner is working?

We recommend that you remain at home or have someone present during the cleaning session to ensure your preferences are met. However, if you need to leave, please inform us in advance so we can arrange for access to your home (e.g., providing a key or security code). Please note that we will not be liable for any missing items if you choose to leave the house unattended during the cleaning. We will ensure your home is securely locked upon completion of the cleaning.

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What happens if I need to cancel or reschedule my cleaning appointment?
If you need to cancel or reschedule your appointment, please inform us at least 48 hours in advance to avoid any cancellation fees. We will do our best to accommodate any changes to your schedule.

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What happens if my items or property are damaged or lost?

Our cleaners are trained to handle your home and belongings with care. In the unlikely event of accidental damage due to negligence, please contact our office within 24 hours of your appointment. Elara Home’s liability is limited to $150 for any damages. Regular wear and tear are not covered.​