Question 1

What is included in standard house cleaning?

Accepted Answer

The confirmed core scope generally covers kitchen surfaces, bathrooms, reachable dusting, vacuuming, hard floors, bedrooms, living areas, and ordinary household garbage placed in the designated onsite bin. The exact rooms, additions, and exclusions are reviewed in the estimate.

Question 2

Should I choose house cleaning or deep cleaning?

Accepted Answer

Choose house cleaning for ordinary occupied-home help. Choose an initial or deep clean when accumulated dust, bathroom or kitchen buildup, baseboards, floor edges, pet hair, or neglected detail requires more time than a maintenance visit can reasonably provide.

Question 3

What is different about move-in and move-out cleaning?

Accepted Answer

Moving cleans are designed for empty or nearly empty homes. Property readiness, working utilities, cabinets, appliances, closets, windows, remaining belongings, access, and the handoff deadline can all change the scope and estimate.

Question 4

Does short-term rental cleaning include full property management?

Accepted Answer

No. Orla can provide guest-ready cleaning and selected reset tasks agreed with the host. Guest communication, booking management, maintenance, emergency attendance, large laundry operations, supply purchasing, and damage decisions are separate unless explicitly offered later.

Question 5

What does residential post-construction cleaning cover?

Accepted Answer

It is supported final-detail cleaning after trades finish, remove tools and debris, and release the completed areas for cleaning. Rough construction cleanup, hazardous dust, heavy debris, active trades, exterior work, and specialist remediation are outside the standard service.

Question 6

Can I review an estimate before confirming?

Accepted Answer

Yes. The residential journey asks for the service, home details, condition, frequency, pets, optional work, address, and preferred availability. You can review the estimate and next step before confirming an eligible appointment.

Question 7

Does requesting an estimate reserve an appointment?

Accepted Answer

Not automatically. The booking page explains whether the request can reserve immediately or needs additional review. A confirmed appointment requires the necessary information, approved scope, availability, policy acceptance, and any required payment-method step.

Question 8

Why might Orla ask for photos?

Accepted Answer

Photos may be requested when condition, construction dust, remaining belongings, unusual surfaces, access, or another detail materially affects the time or whether the job fits the supported service.

Question 9

Can I choose an exact arrival minute?

Accepted Answer

Customers choose from available arrival windows rather than an exact guaranteed minute. Travel, setup, the previous appointment, access, and the confirmed scope can affect the actual arrival time within that window.

Question 10

Can I change a recurring frequency later?

Accepted Answer

Yes, subject to availability and an updated estimate. Changing from weekly or biweekly to a less frequent schedule can increase the accumulated work and expected duration per visit.

Question 11

What is the cancellation policy?

Accepted Answer

Orla currently charges no cancellation or rescheduling fee. Customers should provide at least 24 hours’ notice whenever possible so limited appointment capacity can be offered to another customer.

Question 12

Do I need to be home during the cleaning?

Accepted Answer

Not necessarily. Entry, keys, parking, concierge instructions, alarms, cameras, pets, and access must be confirmed before the appointment whether someone stays home or provides another approved entry method.

Question 13

Does Orla bring supplies and equipment?

Accepted Answer

Yes. Orla provides the standard products and equipment required for the confirmed service. Tell Orla in advance about specialty surfaces, allergies, product restrictions, or a product you specifically request.

Question 14

How should pets be handled?

Accepted Answer

Disclose pets during the estimate and secure them when needed for safety or uninterrupted cleaning. Aggressive animals or an unsafe pet situation can prevent or stop service.

Question 15

Do I need to declutter first?

Accepted Answer

Included surfaces and floors must be reasonably accessible. Orla cleans around ordinary household use, but organizing belongings, sorting personal items, or clearing heavily blocked areas is not automatically included.

Question 16

Are inside ovens, refrigerators, and cabinets included?

Accepted Answer

Only when selected or confirmed. Cabinets, drawers, closets, refrigerators, and ovens must be emptied or prepared as required so the reserved time can be used for cleaning rather than sorting belongings.

Question 17

What work is outside normal residential cleaning?

Accepted Answer

Biohazards, sewage, needles, active pest infestations, severe mould, hoarding remediation, heavy debris, exterior high-access work, restoration, bulk hauling, and unsafe conditions require another service or specialist.

Question 18

When is payment charged?

Accepted Answer

For an eligible confirmed appointment, the booking page may securely save a payment method through Stripe while showing zero dollars due at booking. The approved service amount is charged after cleaning is completed unless another arrangement is confirmed.

Question 19

What happens if the property differs from the estimate?

Accepted Answer

Orla pauses to explain any material change to the scope, price, duration, review requirement, or ability to proceed. Additional paid work is not silently added without approval.

Question 20

Can Orla guarantee every stain or mark will be removed?

Accepted Answer

No. Cleaning can remove supported household buildup, but permanent staining, material damage, etching, worn finishes, damaged grout, odour, mould, and restoration conditions may require a specialist or may not be reversible.

Question 21

What should I do if a confirmed task was missed?

Accepted Answer

Report the concern within 24 hours and identify the missed item in the confirmed scope. Orla may request photos and, when appropriate, arrange a focused re-clean. New work or permanent damage is not part of a re-clean.

Question 22

Can I ask for extra work when the cleaner arrives?

Accepted Answer

You can ask, but extra work is not guaranteed. Orla must confirm the additional scope, time, price, and schedule impact before it is added so the existing appointment and later customers are not disrupted without approval.

Answers about home cleaning, estimates, booking, and preparation.

Choosing a residential service

Estimates, booking, and scheduling

Preparing the home and service boundaries

Payment, quality, and changes

Continue to the page that matches your next decision.

Review the residential estimate before confirming an eligible appointment.