CLIENT FAQ
Your questions, answered
Clear communication matters to us. Here are honest answers to the questions we hear most.
Are you a local business or a franchise?
We’re a small, locally owned team based in Okotoks, not a franchise. When you call, you reach our office in Okotoks. We clean homes and businesses across Okotoks, South Calgary, High River, Diamond Valley, Millarville and Foothills County.
How is my price set?
Every quote starts with a free onsite consultation. We walk through your home with you and build a plan around your needs and your budget, with no surprises on the invoice. The overall price depends on multiple factors, as no two homes are alike:
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How much cleaning it needs (a first deep clean or regular visits).
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Extras like inside the oven or fridge, interior windows, tracks and blinds.
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The size of your home and number of rooms needing service.
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If there are pets in the home.
If we finish sooner than estimated, we adjust your invoice. Homes more than 15 km outside Okotoks town limits have a small travel fee, and we’ll tell you up front.
Why is White Lilac worth the cost?
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Skilled, cared-for team: trained in-house, with full benefits and travel pay. People treated well do great work, and they stay, so you see familiar faces.
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Security & privacy: every team member goes through comprehensive screening before they ever visit a home.
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Insured & bonded, with WCB coverage, so you can relax while we work.
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We bring all the supplies and equipment and work room by room based on a checklist, so nothing gets missed.
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Satisfaction: if anything’s missed, our management team follows up and makes it right.
Why does my invoice say 6 hours when 3 cleaners were here for 2?
Your invoice is based on the total hours of cleaning, not how long the team was in your home. For example, 3 cleaners for 2 hours is 6 hours of cleaning, the same price as 2 cleaners for 3 hours. A bigger team just gets it done faster.
Do I need to prepare or leave out supplies?
A quick pick-up of toys, clothes and clutter lets us spend our time cleaning instead of tidying. We bring everything we need. If you’d like a specific product used on your furniture or stone counters, just leave it out and let us know.
How do you protect my home and privacy?
Every team member is screened before they visit a home, which matters to the many first responders we clean for. We’re insured and bonded, and if anything is ever damaged, we’ll work with you on a fair solution. For everyone’s safety, we don’t move heavy furniture or appliances.
Do I need to be home? What about my pets?
It’s up to you. Stay home, or step out and come back to a clean space. You can leave us a door or garage code, a key, or use our secure lockbox. Pets are welcome; please keep any nervous animals in a separate room or kennel.
Someone at home is sick. What should I do?
Let us know as soon as you can and we’ll happily reschedule to a date that works for you.
When can I reach you?
Our residential office is open Monday to Friday, 8:00 am to 5:00 pm, and closed on federal statutory holidays. We monitor email and phone after hours, so leave a message for anything urgent. Existing clients can see upcoming visits and invoices in the Client Hub.
Still have questions? We’re happy to help.
Call 587-830-3322 or email hello@whitelilacservices.ca, Monday to Friday, 8:00 am to 5:00 pm.
SAY HELLO
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Get your free quote
Tell us a little about your home and we'll set up a free visit.
Communication is key! We pride ourselves on getting back to you quickly.
CALL OR EMAIL
Residential office
Commercial office
Existing client? See upcoming visits and
invoices in your Client Hub.
We're closed on all federal statutory holidays.
We monitor emails and phone calls after hours. If you have a high-priority request, please leave us a message.
Office: Mon to Fri: 8:00 am – 5:00 pm
Services: Mon to Fri: 4:00 pm – 10:00 pm
Services: Sat & Sun: 9:00 am – 5:00 pm
Office & services:
Mon to Fri: 8:00 am – 5:00 pm
Sat & Sun: Closed
HOURS
Residential
Office & services
Mon to Fri
8:00 am – 5:00 pm
Sat & Sun
Closed
Commercial office
Mon to Fri
8:00 am – 5:00 pm
Commercial services
Mon to Fri
4:00 pm – 10:00 pm
Sat & Sun
9:00 am – 5:00 pm