Everything You Need To Know Before Your First Cleaning

Choosing a cleaning service means inviting someone into your home. We believe you should feel confident, informed, and comfortable before making that decision.

Here are answers to some of the questions we hear most often.

Are You Insured?

Yes. Black Haven is fully insured for your peace of mind.

We believe professional cleaning services should provide professional protection. You will receive proof of our insurance in your Welcome Package that will be attached to your first clean confirmation email.

Do I Need To Be Home During The Cleaning?

Not at all. Many of our clients are at work, running errands, or spending time with family while we clean.

As long as we have a safe way to access the home, you’re welcome to be there or away during your appointment.

Will I Have The Same Cleaner Every Visit?

Yes!
One of the biggest frustrations we hear from new clients is having different cleaners arrive every visit.
One of our biggest goals is to create stability for our staff and clients.
Every home begins with a dedicated team of two who complete your initial cleaning together.
This creates consistency and reliability (If one staff member is away, the other will fill in)

This helps build trust and allows us to become familiar with your preferences and priorities.

What Cleaning Products Do You Use?

We ONLY use Black Haven approved products and equipment in recurring client homes.

Our products are selected for their effectiveness, consistency, and suitability for homes with families and pets.

You can learn more about what we use on our Products Page.

Can I Provide My Own Cleaning Products?

Generally, no.

One of the ways we maintain consistent results is by using approved products and equipment that our team has been trained to use properly.

If you have a specific product requirement due to allergies or sensitivities, please discuss it with us before your appointment.

Do You Bring Your Own Equipment?

Yes. We supply all approved products, tools, cloths, mop pads, and equipment needed to perform the service.

You don’t need to provide anything unless previously arranged.

How Long Will My Cleaning Take?

Every home is different.

The amount of time required depends on the size of the home, its condition, the services requested, and your priorities.

We provide customized recommendations based on your specific needs.

What Is Rotational Cleaning?

Rotational cleaning allows us to focus on the areas that actually need attention rather than repeating the exact same checklist every visit.

For example, deeper-detail tasks may rotate throughout the month while routine maintenance is completed each visit.

This approach often provides better results and greater value than a rigid, one-size-fits-all cleaning plan.

Do You Move Furniture or Appliances?

We will move lightweight items when safe to do so.

For safety reasons, we do not move heavy furniture, appliances, electronics, aquariums, or large items.
On all regular maintenance cleaning appointments we clean around these items.
For Deep Cleans and Move-out Cleans we make arrangements with you, and our team to safely move larger items.

Do You Clean Inside Ovens And Refrigerators?

Yes. These services are available as add-ons and can be included with deep cleaning, move-out cleaning, or recurring services.

What Happens If Something Is Damaged?

While rare, accidents can happen.

If any damage occurs, we will notify you as soon as possible so the situation can be reviewed and addressed appropriately.

Open communication helps us resolve concerns quickly and fairly.

Do You Clean Homes With Pets?

Absolutely.

Many of our clients have dogs, cats, and other household pets.

We simply ask that pets are secured if they may become stressed or reactive during the cleaning.

Do I Need To Tidy Before You Arrive?

Not necessarily.

However, removing excessive clutter, toys, clothing, paperwork, and personal items allows us to focus more of your cleaning time on actual cleaning rather than organizing.

Will You Open Cupboards, Drawers, Or Closets?

We follow a Strict Closed Door Policy.

Closed cupboards, drawers, closets, offices, and private rooms are left untouched unless they are specifically included in your cleaning plan.

We believe respecting privacy is an important part of earning trust, and ask that you inform us of any doors/cupboards we may open during the cleaning (Ex- Pull-out Garbage bin in Kitchen)

What If I Need To Skip A Cleaning?

Life happens.

We simply ask for as much notice as possible.

Frequent cancellations or skips may affect the availability of your preferred recurring appointment time.

How Do Payments Work?

Invoices are issued electronically and can be paid using the payment link attached to the invoice, or by E-transfer.

Payment is due within 24 hours of service completion unless otherwise arranged.

What Areas Do You Service?

We proudly serve Calgary and surrounding areas.

If you’re unsure whether you’re within our service area, simply contact us and we’ll be happy to confirm.

What Makes Black Haven Different?

We hear the same complaints from new clients all the time:

• Different cleaners every visit

• Missed details

• Poor communication

• Rushed appointments

• Inconsistent quality

Black Haven was built specifically to solve those problems.

We focus on consistency, communication, professional standards, and customized cleaning plans designed around your home—not a generic one size fits all checklist.

Because your home deserves more than “good enough.”

Still Have Questions?

We’re always happy to help.

If you don’t see your question here, Contact us and we’ll be happy to answer it.