How can we help?

Help & FAQs

Getting Started

How do I create a Sheen Account?

When you book service with Sheen, an account is automatically created for you. You will get an email from us to confirm your email address and set your password.

 

Once you have a Sheen account, you can view and modify your upcoming appointments.

Do you service my neighbourhood?

Yes!

(Assuming, or course, that you live in Toronto, Ontario.)

We are always expanding our borders, as we bring more teams online. Check our Service Area map to see if your neighbourhood is receiving Higher Quality Cleaning.

What are the different levels of cleaning?

Freshen up:

  • A high-level wipe down of high-traffic areas
  • 32 touchpoints of care, a good way to freshen up a fairly clean space
  • Mostly performed by a single Cleaning Tech
  • Ideal for: Realtors looking to keep a home clean between open houses

Standard Clean

  • The most popular choice – great on a weekly or biweekly basis
  • 56 touchpoints of care – your home will look, smell and feel clean afterwards
  • Performed by single Cleaning Techs, or small teams
  • Ideal for: Busy professionals and mothers on the go

Intensive Scrub

  • The most intensive cleaning service
  • 101 touchpoints of care, includes some minor disassembly of appliances for better cleaning
  • Performed by teams of Cleaning Techs
  • Ideal for: spring and fall deep cleaning, or when the in-laws are coming to visit

A more detailed breakdown of each Service level can be found here.

How much will it cost?

Great question! As you can imagine, that depends on the size of your space, as well as the level of care that you would like.

 

We’ve provided a price calculator right on our home page. Click here to see it.

Do you bring your own cleaning supplies & equipment?

Absolutely! And the solvents we use are family, pet and Earth friendly!

We also bring all the equipment we need as well. That includes premium microfibre clothes, brushes for the heavier stains, and professional-grade HEPA vacuums. Your Sheen Technician will always show up with the equipment to get the job done.

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Can I request Additional Services?

Yes.

 

“How do I do that?”

 

There are 3 ways

 

  1. When on the Booking Form  you can select Additional Services to ensure you get what you need covered.
  2. You can type in any comments you would like applied to your service
  3. You can call and we will help tailor the service to your need.

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Manage Your Account

How do I log into my account?

To log into your Sheen account, simply click here, then enter your email address and password.

How do I change my password?

In order to change your password, you must be already logged in to your Sheen account. When in your account, follow the steps below.

  1. Click on your name (in the top right hand corner)
  2. Select ‘ Change Password’
  3. Enter your existing password, as well as the one you wish to change it to
  4. Click ‘Change Password’

Please make sure to write down your new password and to store it in a secure location.

How do I reset my password?

In order to reset your password, please submit a password change request on the Customer login page.

How do I change my address?

You can log into your Sheen Account and update your address in your upcoming booking. To do that, follow these steps

 

  1. Login to your Sheen Account
  2. Click on your name (In the top right hand corner)
  3. Select ‘Manage Addresses’

 

Here, you can edit your existing address, or add additional addresses you would like attached toy our account.

 

Alternatively, you can give us a call or send a message through our chat and we will update your address for you.

How do I change my credit card?

Updating your credit card is done by following these simple steps

 

  1. Login to your Sheen account
  2. Click on your name (it appears in the top right corner of the window
  3. Select ‘Billing Info’

 

You should now be able to update your credit card information.

How do I book my first appointment?

Simply go to our Booking Page and schedule your appointment online. Alternatively, you can give us a call if there are any issues.

Pricing & Policies

How do I use my Sheen credits?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

How can I view my Sheen Rewards balance?

You can view the Sheen Rewards you have earned to date by logging into your Sheen account.

Once inside, in the top right corner, there will be a button that says ‘Refer Friends to Earn Rewards’. Click on it.

You are now in the rewards portal, where you track, earn and redeem your referral rewards.

How do I apply a Sheen credit to an appointment?

You can apply a coupon to a future appointment by following these 4 steps:

  1. Login to your Sheen account
  2. In the top right corner, you will see your name. Click on it.
  3. Select ‘Redeem Voucher’
  4. Enter your voucher code

 

Your code will automatically be applied to your next booking. You cannot apply your coupon to past appointments that are already completed.

Why are vouchers for first time customer only?

They aren’t! Our goal is to be excellent to our current clients, as well as to anyone who would like to join Sheen.

 

The best way for to learn about different deals is to join our mailing list.

I bought a Gift Card and I want to redeem it. What do I do?

Awesome!

On the Booking Page, there is an area to enter the code on your Gift Card/Discount Credit. When your appointment is booked, that amount will be automatically applied to your total.

If you have any trouble with that, please don’t hesitate to contact us in the Chat below.

Why do you need my credit card information to redeem a voucher?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

Trust & Safety

Can I trust my cleaning professional?

All of our Cleaning Techs are interviewed twice, and must pass an international background check, before the begin training. After all screening and training, about 1 in 25 applicants becomes a Sheen Cleaning Tech.

What happens if something goes wrong during my appointment?

If you have any questions or concerns during your appointment, please feel free to reach out! We can be contacted via chat, email, telephone, or through our iOS/Android app.

Is my billing information kept safe and secure?

Online security is very important, and there are three ways in which we ensure that your personal information is kept secure.

  1. Sheen is protected by an extended validation SSL
  2. Our booking page has it’s own 256-bit security
  3. All transactions are processed by Stripe, a world leader in online payments

Furthermore, credit card information isn’t stored by Sheen – we just gain access to tokens to process payments.

 

Do the cleaning professionals go through a background check?

Yes they do.

 

We run a detailed, international background check on all applicants before they start training to become Sheen Technicians.

What is the Sheen Guarantee?

A cleaning company that guarantees their work? Absolutely!

Our goal is to make your experience as transparent as possible. That’s why we list the Services you can expect when we visit.

However, we do understand that things happen, which is why we have a Sheen Guarantee.

Our number one goal is to earn your trust and confidence. Book with confidence.

 

 

“If you are not completely satisfied with your cleaning, we will come out and re-clean the affected areas completely free of charge within 48 hours, no questions asked, provided that you notify us within 24 hours of the service. If you are still unhappy after we have re-cleaned, we will refund your cleaning charges.”