Frequently Asked Questions

Yes. Our products are respectful of the environment and don’t leave any residue that’s hazardous to living beings. These products are certified by ECOLOGO®, which is the highest and most recognized environmental certification in Canada and internationally.

The products are demonstrated to be effective and are less toxic than most cleaning products sold in stores. Our products are specially designed to be risk-free, even when used frequently.

No. Our Pros work alone and our work methods are standardized to ensure maximum efficiency.

If you have a more specific enquiry, please write to us at support@adeleinnovation.com.

No. Because we offer on-demand services, you must be present when the Pro arrives.

However, you can give access to the keys with a key box service. That will allow our Pros to do your house cleaning when you are not home. You have to leave the combination or the instructions to access your residence in the box provided for this purpose in your dashboard.

The Pro will only access that information a couple of hours before the cleaning.

Only our most experienced Pros who have received special certification are able to do house cleaning when the customer is not home.

Because we offer on-demand services, you must be present when the Pro arrives. We don’t have your keys, and our Pros appreciate you showing them around your home.

We recommend that you be at home at least 15 minutes before the appointment and that you come back a few minutes before the Pro leaves to inspect the work and ask for touch-ups if needed.

Where possible, we appreciate it if the person who booked the appointment is home for the duration of the work. This provides a minimum level of supervision and a better experience for the Pro and for you.

If it is impossible for you to be present during the house cleaning, it is possible to enter instructions to access your home in the box provided for this purpose on your dashboard.

No. We only offer residential house cleaning services. That’s what our Pros are trained for and that’s where we excel.

Our services are available to homes that are cleaned regularly (a minimum of approximately every 30 days).

Also, we do not offer cleaning services after major renovations, during spring/fall cleaning or before/after a move. However, these services are available from Adèle Plus.

Yes. Our Pros are equipped with the cleaning products and equipment needed. This ensures that we offer the most consistent quality possible thanks to proven work methods.

We do however ask that customers provide a functional vacuum or a broom.

To meet your expectations and to strive to exceed them, we’ve developed a service offering that’s as complete as possible.

Ease of use

• Our website is our main point of contact. With a couple of clicks, you can confirm that you live in our service area (which is the case if you live in Montreal or certain areas of the City of Ottawa), get a price and book an appointment.
• Payment is automated. You enter your credit card information when you book the appointment, and the payment goes through once the job is done.
• The price you’re given is the price you pay. It’s a package rate that includes the many, many tasks described here: https://preview.adeleexpress.com/what-included.

Trust

• To make sure you’re satisfied, our Pros have access to technical tools and training to update their housekeeping know-how. This lets them become familiar with our professional work methods.
• A legal background check is performed on all our Pros, and they must have a clean record.
• We’ve developed a house-cleaning process that’s standardized through the use of an app. Our Pros use it to make sure each house-cleaning job is done with the same level of attention to detail.
• We use products that are respectful of the environment and don’t leave any residue that’s hazardous to living beings (adults, children, animals, etc.). These products have been certified by ECOLOGO, the highest rating in this product category.

Freedom

• Our services are provided on demand and without an ongoing commitment. You call on our services when you need them: once in your life, once in a while or once every two weeks. And you can stop a recurring appointment anytime you want.
• We’re developing a new appointment booking form that will let you order not only on-demand house cleaning but also custom jobs. (It will be available in a few weeks or months.)

We offer you peace of mind while also helping to return a legal status to this industry, which has operated on the black market too long.

Our Pros are available for house cleaning 7 days a week, between 8 a.m. and 10 p.m.

Our customer service team is there to answer your calls Monday to Friday, 9 a.m. to 5 p.m., as well as evenings and weekends in case of emergency.

All house cleaning visits by our Pros include:

• Cleaning the kitchen: All surfaces including the outside of the stove, refrigerator, dishwasher, toaster, microwave oven, electric kettle and all other accessories on the counter at the time of the appointment
• Cleaning all bathrooms and washrooms: Sink, toilet, bathtub and shower; plus, cleaning and polishing faucets and mirrors

And, in all rooms assigned to us:

• Cleaning stains and finger marks on cupboards, furniture, walls, doors and doorframes
• Vacuuming (if provided by customer) or sweeping, and washing the floors
• Dusting
• Vacuuming chairs and under cushions

For further details, see the List of tasks performed by Adèle Express Pros during a house cleaning visit.

Not included in a house cleaning visit from our Pros are:

• Full cleaning of walls, windows and blinds
• Putting away clothing, dishes or objects
• Doing laundry
• Cleaning inside and on top of cupboards, drawers and closets; cleaning inside the oven, microwave and refrigerator
• Cleaning surfaces on which there are personal documents or objects of value, including bills, jewellery, money, etc.
• Moving appliances or furniture, with the exception of chairs and stools
• Washing oiled wood or polished concrete floors

For information on exclusions see the List of tasks performed by Adèle Express Pros during a house cleaning visit.

The Pros responsible for our customers’ house cleaning are self-employed workers whom we’ve selected. Our selection process includes updating their professional house cleaning know-how to guarantee quality consistency, maximum efficiency and standardized service.

Our Pros each manage their own work schedule according to their availability and they receive some of the industry’s best wages. We are proud to say that the benefits we offer allow us to attract and retain Pros who are dedicated and attentive, and who together make up a tight team.

You can also rest easy knowing that a legal background check is performed on all our Pros.

Yes. The house-cleaning services and the prices we offer assume that the work will be done under normal conditions, meaning that your home has been cleaned in the last 30 days at least. Pros can reschedule or refuse any house-cleaning job that does not meet those conditions.

Pros can also refuse to do the house cleaning if they don’t feel safe or feel that their physical safety is at risk.

For now, our Pros only do the house cleaning tasks on the List of tasks performed by Adèle Express Pros during a house cleaning visit. This allows our Pros to carry the minimum amount of equipment and products, since many of them use public or active means of transportation.

It is therefore not possible to order extra tasks. However, you can send us your suggestions at support@adeleinnovation.com.

Yes. Although, we do not guarantee that a Pro will available to perform the cleaning. You will receive an email that will allow you to change the date of your cleaning if this one is not selected by a Pro.

No. Each Pros manage their individual schedules. We can’t know whether a specific Pro will be available at a given time. Therefore it’s possible that a different Pro will be assigned to you for each new appointment booked.

However, all our Pros receive the same practical training so they’re familiar with the work methods developed by our experts as well as the equipment and products used.

We’ve developed a house-cleaning process that’s standardized through the use of an app. Our Pros use it to make sure each house-cleaning job is done with the same level of attention to detail.

The process is quick and simple:

Step 1:

Verify that you live in the Adèle Express service areas.

Step 2:

If you do live in our service area, you’ll be asked to answer a few questions to describe your home and its occupants, to allow us to give you a price.
If you live outside our service area, you’ll be given the option to leave your email address so we can advise you when service becomes available in your neighbourhood.

Step 3:

You can then choose the most convenient time for your appointment. House cleaning appointments must be booked for the day after to 60 days in advance.

Once the booking is made, you’ll receive a confirmation email containing the details.

For a quote, simply visit to our website (https://preview.adeleexpress.com/), enter your postal code and complete our short questionnaire describing your home and its occupants. The postal code allows us to confirm that service is available in your area, and the entire process takes less than 5 minutes.

Two choices are available to you: an Adèle subscription, for recurring house cleaning appointments every one, two or four weeks, and Adele House Cleaning for a one-time, on-demand appointment.

After describing your home and its occupants, the exact price for both possible services will be displayed. If the price suits you, you will be prompted to create an account, enter your address, and make an appointment at the time and date of your choice. Payment is made by credit card only and will take at the end of the appointment.

When you sign up for an Adèle subscription, you select the day and time for the subscription start and the desired time span between appointments. The system will then create a series of appointments. You can modify an appointment date and time, cancel an appointment and modify your residence’s information on your personal profile on our website. You can also cancel your subscription without penalty at any moment.

Getting quality house cleaning has never been this easy, fast and efficient!

The price for each house cleaning visit is calculated on the basis of the information provided by the customer. Here are some of the factors taken into account:

• Number and type of rooms
• Surface area of the entire home
• Number and ages of occupants
• How often Adèle Express does house cleaning in the home

The more often you use our services, the more you save. You get:

This information is analyzed using a custom-developed algorithm that sets the fair price for every customer.

After you make your booking, you’ll receive a confirmation email with the date and time of the appointment, as well as the address and the price of the house cleaning visit.

We also send you a reminder the day before your appointment, and another reminder a few minutes before your Pro arrives.

After your house cleaning is done, you’ll get a payment confirmation email and a brief satisfaction survey.

If you notice any error in this information, or if you don’t receive a confirmation email, contact us at support@adeleinnovation.com.

We offer service everywhere in central Montreal, Ottawa and Toronto.

Check now whether service is available in your area with our Area Served map or by entering your postal code here.

All house cleaning done by our Pros includes the following:

• Cleaning the kitchen: All surfaces, including the outside of the stove, refrigerator, dishwasher, toaster, microwave oven, electric kettle and all other accessories on the counter at the time of the appointment
• Cleaning all bathrooms and washrooms: Sink, toilet, bathtub and shower; plus, cleaning and polishing faucets and mirrors
• Dusting in every room
• Cleaning stains and finger marks on cupboards, furniture, walls, doors and door frames
• Vacuuming chairs and under cushions

For further details, see the List of tasks performed by Adèle Express Pros during a house cleaning visit.

All the house cleaning done by our Pros in short-term rentals include:

• Kitchen cleaning: all surfaces including the outside of the stove, refrigerator, dishwasher, toaster, microwave oven (surface and interior), electric kettle and any other accessory on counters at the time of the cleaning.
• The washing of the bathroom and shower rooms: sink, toilet, bath and shower, cleaning and polishing of faucets and mirrors.

• A site inspection service to determine the targeted needs for short-term rental maintenance. All in order to make the place ready to receive your guests.

The possibility to add the services of change of sheets, towels and the filling of the dishwasher.

We recommend that guests arrange for a full housecleaning service on a regular basis to maintain their rental.

If you live outside our service area, you can leave your contact information so we can advise you when service becomes available in your neighbourhood.

You can also contact Adèle Plus for customized service.

No. We only accept credit card payments.

This allows us to manage all our transactions on a single platform and to pay our Pros on a monthly basis for the work they do.

It is left up to your discretion whether or not you want to tip the Pro. You may wish to give a tip if you are satisfied with the work; however, it is up to you.

If you want to tip your Pro, you must do so in person, in cash.

To change or add a credit card, Log In to your account and enter your email address and password. Once you’re logged in, in the column on the right, you’ll see an option to “Credit card.” There, you can update your payment information with a few clicks.

If you have any questions about billing, please write to us at support@adeleinnovation.com, providing the name and email address associated with the account, as well as the date and time of the house-cleaning visit in question.

All house cleaning must be paid by credit card. We accept MasterCard, Visa and Amex.

The card is pre-authorized 5 days before the date booked for your house cleaning visit. The full amount is frozen but not debited.

At the end of the house-cleaning visit, the full amount is debited from your credit card. At the same time, the pre-authorization is cancelled.

If you want to tip your Pro, you must do so in person, in cash.

Billing for house cleaning visits always follows the same steps:

1. Your credit card is pre-authorized 5 days before the date booked for your house cleaning visit. The full amount is frozen but not debited.
2. At the end of the house cleaning visit, when the Pro leaves your home, the full amount is debited from your credit card. At the same time, the pre-authorization is cancelled.

It’s important to note that even if the pre-authorization appears on your credit card statement, it is not an actual transaction.

The satisfaction of our customers is one of our company’s core values and each issue is different. If you feel we haven’t kept our promises, write to us at support@adeleinnovation.com, providing details about why you are dissatisfied. We’ll contact you very shortly to discuss the problem and find the best way to ensure your satisfaction.

For your peace of mind, all house cleaning done by the Pros at Adèle Express is insured against damage, breakage, theft and vandalism, up to a value of $3 million.

It is your responsibility to put away all your sentimental or valuable items in a safe place. Do not leave any money, jewelry or paper with personal pieces of information on surfaces. Especially the surfaces you want us to clean. If the Pro judges that valuable items are in the way, she/he will not clean the area. It is also a way to prevent situations of conflict. 

If any damage occurs, let us know as soon as possible at support@adeleinnovation.com, being as specific as possible.

To maximize your security, we store your personal data on our secure servers. All transactions made via Adèle Express are managed independently thanks to a secure and proven online payment solution used by hundreds of IT and sharing-economy companies. Adèle Express ensures that your data and personal information are not improperly made available to third parties.

We only share basic required information with the Pro responsible for your house cleaning. For full details, see our Terms and Conditions of Use (NB: English version follows the French).

To let us know about any damage, write to us as soon as possible at support@adeleinnovation.com. To facilitate validations and claims, please be specific in your explanations to our team.

At the same time, please be advised that our Pros are instructed to contact us immediately if anything breaks in a customer’s home.

Yes. This is great for people offering short term rentals like Airbnb. Changing your address or adding a residence to your account is simple. First, Log In to your customer account and click on the “Residence” link situated on the far right column of your dashboard. Then, you have to click “Modify” to add a new residence.

If your account contains several addresses, then when it’s time to book an appointment, the last residence you selected will be suggested default address.

Changing your address or adding a residence to your account is simple. First, Log In to your customer account and click on the “Residence” link situated on the far right column of your dashboard.

If your account contains several addresses, then when it’s time to book an appointment, the last residence you selected will be kept in memory and suggested by default.

To change your email address or telephone number, write to support@adeleinnovation.com giving the email address associated with the account, the subject of your request and the changes you want made to your personal information.

You can change your physical address, the description of your home and your payment information in your dashboard when you book an appointment.

On the Log In page, click “Don’t remember your password?” in the bottom of the screen. Enter your email address and follow the instructions to reset your password.

House cleaning appointments can be cancelled according to the following terms:

• There is no cost for cancelling a house cleaning appointment up to 24 hours before the date and time of the booking.
• A fee of $30 is billed for cancellations made 24 hours or less before the booking.
• If a booking is cancelled when the Pro is already en route, that is, within 30 minutes of the booking, the total amount will be billed to the customer and the Pro will be compensated.

If you wish to cancel a house cleaning booking, simply click on the “Cancel” link below the appointment you wish to cancel. It can take up to 24 hours before your appointment disappears from your dashboard.

You can cancel your reservation yourself up to 3 days before this one. Just click on “Cancel”

It can take up to 24 hours before your appointment disappears from your dashboard.

If the service is scheduled for less than 3 days, email support@adeleinnovation.com with the name and email address associated with the account and we will cancel the cleaning for you.

You can modify your reservation yourself up to 3 days before this one. Just click on “Edit”.

If the service is scheduled for less than 3 days, email support@adeleinnovation.com with the name and email address associated with the account and the date and time you want to move your house cleaning.

For any questions, you can refer to our modification policy.

To make changes to the house cleaning appointment you booked, write to us at support@adeleinnovation.com, giving the name and email address associated with the account and specifying what changes you want to make.

There is no cost for cancelling a house cleaning appointment up to 24 hours before the date and time of the booking. A fee of $25 is billed for cancellations made 24 hours or less before the booking

If a booking is cancelled when the Pro is already en route, that is, within 30 minutes of the booking, the total amount will be billed to the customer and the Pro will be compensated.

If you have any questions about our cancellation policy or to cancel a house cleaning booking, write to us at support@adeleinnovation.com.

The date of a house cleaning appointment can be changed (to sooner or later) according to the following terms:

• A house cleaning appointment can be changed, but 2 days’ notice is still required on any new booking.
• The time of a house cleaning appointment can be changed up to 24 hours before the date and time of the original appointment
• A fee of $25 is billed for cancellations made 24 hours or less before the booking.
• If a booking is changed when the Pro is already en route, that is, within 30 minutes of the booking, the total amount will be billed to the customer. The appointment will be cancelled and the Pro will be compensated.

The best way to contact us is through our online form, or via email at support@adeleexpress.com. To help us process your request, please provide the name and email address associated with the account as well as all details you feel are relevant.

It is also possible to reach us by text message at 1 438-700-1115.

In case of emergency, you can call us at 1-855-667-8988. A member of our team will take your call or return it as soon as possible.