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Trusting someone into your home is no easy feat. And we want to make sure you know what to expect in any situation. Here are some common questions and their answers. For any clarifications don't hesitate to contact us.General
How can I book?
To book quickly and easily, you can book and pay securely using our online booking form. If you also prefer, you may also contact us and book over the phone. Please note, all bookings will require a payment method attached to confirm.
How can I reschedule my booking?
To reschedule you may do it directly through our mobile app or contacting us. Please make sure any changes are requested 24 hours in advance. Otherwise you may be subject to rescheduling fees per our terms.
What payment methods can I use?
We provide various payment options through Credit Card/Debit Card, Apple Pay and Google Pay. This includes paying through; Visa, Mastercard, Amex, Interac, Discover and Diner among many others. Unfortunately for safety reasons and convenience we do NOT accept cheque or cash.
How can I ask for help?
Simply contact us using details on our contact page and we will work with you to resolve any questions you may have.
What is your service area?
We typically service all of Ottawa, which includes the following areas; Kanata, Orleans, Nepean, Downtown Core, Vanier, Hunt Club/Southkeys, Westboro, Bayshore, Barrhaven, and some parts of Gatineau. If you are unsure, simply fill out the booking form and it will let you know if we are in your area. 🙂
Do you send receipts?
Of-course, every payment handled on Ezi will be followed up with a receipt automatically. If you have any questions or need further information, please feel free to contact us.
How are bookings charged?
All bookings are typically charged on an hourly basis (rounded to the next 30 minutes). You choose how long and the service needed. You may extend bookings past initial booking in some cases, but dependant on service-provider availability.
My service provider is late - what should I do?
Generally expect service providers to arrive on-site within 15 minutes of their scheduled start time. Outside of these cases, we may be able to update you, or you may also choose to cancel the booking for a full-refund before the service provider commences any work. Customers are only charged once the job has been started; and a service provider will still be on-site for the booked duration. If you feel unsatisfied you can report the contractor using our help page and the contractor will be penalized after our specialized team investigates the situation. Refer to our terms and conditions agreement for more details.
When will I receive my refund?
Stripe handles all the payments and refunds through the Ezi app. Therefore once the refund is approved it will be issued to the same card/bank account it was initially charged to. Please give it 5-7 business days to show up or disappear from your credit-card statement.
Can I cancel or reschedule my booking?
Yes, you can cancel or reschedule your booking anytime up to 24 hours before the scheduled start time without penalty. If you cancel or reschedule within 24 hours of the scheduled start time, you may be charged a fee.
How do I get a quote for a job?
You can get a quote for a job by providing us with details about the job on the website booking form or directly in the app. Our system will calculate a price estimate based on the information provided. The final price may vary depending on the details of the job and any additional services requested.
Do I need to be present for the service provider to perform the job?
It is not necessary for you to be present during the job, but we recommend that you are available to answer any questions the service provider may have. If you cannot be present, you can make arrangements for access to the property and provide any necessary information in advance.
How do I know my service provider is qualified?
All service providers on our platform are fully vetted and undergo quality checks before they are allowed to join. Additionally, we collect customer feedback after each job to ensure that our service providers are meeting our high standards of quality.
What if I have an issue with my service provider?
If you have an issue with your service provider, you can report it through our help page. Our specialized team will investigate the situation and take appropriate action. This may include penalizing the service provider or offering a partial or full refund.
What if I'm not satisfied with the service I received?
If you're not satisfied with the service you received, please let us know through our help page. We will work with you to resolve any issues and ensure that you're satisfied with the outcome. In some cases, we may offer a partial or full refund.
Home Cleaning
How can I book home cleaning?
To book quickly and easily, you can book and pay securely using our online booking form. If you also prefer, you may also contact us and book over the phone. Please note, all bookings will require a payment method attached to confirm.
How should I prepare for cleaning visit?
Depending on the home condition, we suggest to ensure you pick up any important documents out of the way, and ensure there is a way to access your home. That is it! We will advise of any instructions if needed during the service call.
How can I do a custom cleaning request?
During your booking (either via our booking form or directly calling us), you may leave notes in the Special Instructions section. We will then note these instructions for the cleaning appointment.
What is a deep-cleaning vs a general clean?
Every cleaning service provider has a different definition for deep-cleaning. Simply, think of it as “does this require specialized equipment or effort to clean?”. In most cases a general clean will involve dusting, vacuuming, mopping, and organization. Meanwhile a deep clean may also include clean up behind ovens/fridges, inside fridge’s, wall-wiping, and more detail-oriented tasks. Deep Cleans tend to take longer. But you may also contact us and we will advise you based on your requirements.
What’s your insurance policy?
All contractors are required to hold a valid commercial insurance policy at all times per our terms of service. Contact your assigned cleaner and refer to our terms and conditions agreement for more details.
What cleaning services are offered?
We typically can handle any general cleaning, deep-cleaning, airbnb cleaning, move-in/move-out cleaning and post-construction cleaning. If you have other questions, feel free to reach out and we will be happy to advise.
How much does it cost to clean a house in Ottawa?
Rates depend on the type of cleaning and the duration. In Ottawa our rates start at $35/hour and up to $42/hour depending on the type of cleaning and location. All rates will include equipment and supplies. You can get a quote on our home cleaning booking form based on your type of request.
How much do you pay a house cleaner in Canada?
In Canada our rates start at $35/hour plus applicable sales taxes depending on the type of cleaning and city the cleaning takes place in. All rates will include equipment and supplies. You can get a quote on our home cleaning booking form based on your type of request.
What is the going rate for house cleaning in Ontario?
In Ontario our rates start at $35/hour plus HST depending on the type of cleaning and city the cleaning takes place in. All rates will include equipment and supplies. You can get a quote on our home cleaning booking form based on your type of request.
Lawn Care
How can I do a custom lawn-care request?
During your booking, you may leave notes in the Special Instructions section. We will then note these instructions for the lawn-care service appointment.
What lawn-care services are offered?
At this time we will connect you with lawncare specialists that handle aeration, weed control, and lawn cutting among other lawn-care services.
What is your lawn-care service area?
We typically service all of Ottawa, which includes the following areas; Kanata, Orleans, Nepean, Downtown Core, Vanier, Hunt Club/Southkeys, Westboro, Bayshore, Barrhaven, and some parts of Gatineau. If you are unsure, you can always contact us and we will advise 🙂
How do I get a quote for a job?
You can get a quote for a job by providing us with details about the job on the website booking form or directly in the app. Our system will calculate a price estimate based on the information provided. The final price may vary depending on the details of the job and any additional services requested.
Do I need to be present for the service provider to perform the job?
It is not necessary for you to be present during the job, but we recommend that you are available to answer any questions the service provider may have. If you cannot be present, you can make arrangements for access to the property and provide any necessary information in advance.
What if I have an issue with my service provider?
If you have an issue with your service provider, you can report it through our help page. Our specialized team will investigate the situation and take appropriate action. This may include penalizing the service provider or offering a partial or full refund.
What if I'm not satisfied with the service I received?
If you're not satisfied with the service you received, please let us know through our help page. We will work with you to resolve any issues and ensure that you're satisfied with the outcome. In some cases, we may offer a partial or full refund.
How much does lawn care service cost?
Lawn care service cost varies depending on the type of service, the size and shape of your lawn, the frequency of service, the length and type of your grass, the accessibility of your yard, and your geographic location. The national average for lawn care service is about $124 per service. Lawn mowing can run for $30 to $80 per week. Other services like fertilizing, weeding, mulching, aerating, and watering can cost extra. Fill out the online booking form to get an estimate in real-time.
What are the benefits of ordering lawn care service?
Ordering lawn care service can save you time and money by providing efficient and consistent care for your lawn. Lawn care professionals have the right tools and products to keep your yard looking its best. They also have the expertise to handle any lawn problems or diseases that may arise. Ordering lawn care service can also enhance your property's curb appeal and value by keeping your lawn green and healthy throughout the year.
What are some tips to prepare my lawn for service?
Some tips to prepare your lawn for service are: Clear any obstacles or debris from your yard, such as toys, furniture, hoses, or branches. Unlock any gates or fences that may block access to your yard. Keep your pets inside your home or in a secure area away from the workers and equipment. Mark any sprinkler heads or hidden wires that may be damaged by the lawn care equipment. Inform your lawn care provider of any special instructions or concerns about your lawn.
How do I communicate with my lawn care provider?
You should communicate with your lawn care provider using the Ezi app regularly to ensure a smooth and satisfactory service. You can use the chat or call function to contact your provider and give feedback, requests, or complaints. If you have any questions or concerns about the service, you should address them as soon as possible with your provider.
Ezi App
Is Ezi safe to use?
All documents uploaded by our users get stored in a multi-level encrypted storage facility. Ezi provides secure payment through Stripe, and also via methods such as Apple Pay and Google Pay on both App and Web booking forms. Moreover, all our processes are done with security in mind, to ensure you can safely book and get the work done by qualified personnel.
How can I submit a review?
You will be prompted to submit a review when a job is marked complete. For previous jobs, you can go to the Jobs tab, click on the job you want to review, and you will be prompted to submit a review again.
How can I add/remove a payment method?
Go to your 'Profile' settings, and click 'payment settings'. You will then have control over all payment methods from this page. You may choose to add a new method or remove existing methods.
How can I change my booking?
You can change your booking by going to the 'Bookings' tab on the app, selecting the booking you wish to modify. From there, you can reschedule the job or live-chat with the assigned cleaner to adjust details.
How can I sign up?
Once you open the app for the first time, it will ask you for a phone number. Enter your phone number with the area code, and the app will automatically guide you through the signup steps if you have never used Ezi before.
How can I reset my password?
Enter your phone number in the app, and you will have an option to reset your password once you enter an invalid password. You will then be asked to verify your number with a verification code sent to you via SMS. You will then be able to set your new password and log in normally.
My order does not show up on the app?
Ensure you are logged into the same account as the booking by using the proper phone number. If you still don't see the booking, try restarting the app. If all else fails, please give us a call and we will investigate.
Where are my transactions?
Simply go to 'Profile' and then 'Transactions'. From there, you may see all transactions with further details on each transaction once selected.
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