Frequently asked questions

Every cleaner must complete HomeKeep's required provider setup and background-check steps before their account can be activated for jobs.

Metro Vancouver: Vancouver, Burnaby, New Westminster, North Vancouver, West Vancouver, Richmond, and Coquitlam. Postal codes outside this catchment cannot be booked yet.

The booking form itemizes the cleaning type, bedroom and bathroom additions, tax, and total before payment. The current tax label is 12%.

Cleaning supplies are included. Record allergies or product restrictions in the booking notes or your home's special instructions before the visit.

Submit a re-clean request from the completed visit within 24 hours. The account shows whether the request is eligible and any re-clean scheduled at no charge.

Self-service rescheduling is available more than 24 hours before the scheduled visit. For a paid cleaning booking canceled at least 24 hours before its scheduled start, the full booking total is added as account credit. A cancellation less than 24 hours before its scheduled start retains 50% of the booking total and adds the remainder as account credit. Account credit applies to a future eligible booking; it is not refunded to your payment card.

You can save a buzzer code, lockbox, or smart-lock instruction in your home's access details. Check the visit status and conversation in your account for updates.

After your first clean, opt in to a recurring schedule (weekly, biweekly, or monthly) to save up to 20% on each visit after the first. We prioritize your previous cleaner and preferred time when they’re available, but neither is guaranteed.

We pay our cleaners a real wage and don't accept tips. If your cleaner did exceptional work, leave a review so they and the HomeKeep team receive your feedback.

Every customer gets a unique referral link in their dashboard. When a friend books their first clean using your link, you both get $25.00 in credit on your next booking.

Work outside the booked cleaning scope requires written agreement before it starts. A cleaner can stop where conditions are unsafe or outside the supported service. Any cancellation charge follows the 50% late-cancellation policy in the Terms.

The booking covers only the selected cleaning scope. Extra hours cannot be added from the current booking flow; correct the scope before payment or contact support before the visit if the booked details are wrong.

Each checkout shows the current price and total before payment. A confirmed booking keeps the amount recorded for that booking; later bookings use the prices shown at their checkout.