MintHome app customer FAQ, organized by real booking scenarios.

MintHome currently serves the Greater Toronto Area and the Greater Vancouver Area. GTA coverage includes Toronto, North York, Scarborough, Etobicoke, Markham, Richmond Hill, Vaughan, Thornhill, Aurora, Newmarket, Mississauga, Brampton, Oakville, and nearby areas. Greater Vancouver coverage includes Vancouver, Richmond, Burnaby, Coquitlam, Surrey, New Westminster, North Vancouver, West Vancouver, Delta, White Rock, Port Moody, Port Coquitlam, Langley, Maple Ridge, Pitt Meadows, and nearby areas. Enter your exact address in the app to review current availability.

In the app, choose a service, pick your preferred date and time, add your address, home details, photos, and focus areas, then review the estimate and follow the checkout steps for deposit or full payment. After submission, the system starts matching a service provider. If your preferred time has no availability, you can try priority matching or choose a nearby available date. After service, you can confirm completion, pay any remaining balance, and leave a review.

For your first booking, the system will assign a highly rated cleaner. For future bookings, you may request a cleaner you've used before. Availability depends on the cleaner's schedule and service area.

Open the app and go to Orders to view booking details, provider matching progress, and current order status. After you submit a booking, status updates stay inside the order.

Yes. A deposit is required to reserve your appointment and will be deducted from your final order total.

Please use the payment methods shown on the app's checkout page, such as supported credit or debit cards. Available methods may vary.

Yes. Electronic receipts are available. If you need a business invoice, include your company information in the order notes and check your order page for invoice details.

Yes. Go to Orders and submit a reschedule or cancellation request. Cancellation policy: within 24 hours before service: deposit is non-refundable; 24–48 hours: 50% of the deposit is refunded; more than 48 hours: full deposit refunded.

No. MintHome cleaning services bring the needed cleaning supplies, tools, and equipment. If you prefer a specific product or have special material requirements, please add it to your booking notes.

It's recommended for the first visit or when explaining special requirements. If you're away, please provide access instructions, parking details, and entry information in advance.

Please let us know in your booking and keep your pets safely secured during the service. Pets won't affect the hourly rate, but heavy pet hair may require additional time.

Please secure cash, jewelry, documents, valuables, private items, and fragile items before service. This helps the team focus on cleaning and reduces avoidable risk.

Please include parking, building access, and elevator reservation details in your booking notes. Keep your phone available in case the cleaner needs assistance.

Yes. Depending on order status, reminders may be sent by SMS, app notification, or supported in-app messages. Please keep app notifications enabled and check Orders for updates.

You can select the number of cleaners when booking. Estimated duration depends on the service type, property condition, and number of cleaners.

Yes. Let your cleaner know before or during the service. If extra work requires more time, the cleaner will submit an extension request for your approval.

Each service has its own scope and standards, shown in the app service details. After completion, please review the site promptly. If something needs follow-up, submit photos, locations, and notes inside the order so the team can review the record and respond.

If you are not satisfied with the cleaning result, submit photos, locations, and details in the order within 24 hours after service completion. Requests beyond that window may not qualify for free re-service. Refunds, compensation, damage, or other high-risk issues are recorded and escalated for human review.

Submit feedback within 24 hours with photos and details. Requests beyond the feedback period may not qualify for re-service.

Check your order status in the app and submit feedback through the corresponding order if needed.

Review your order breakdown and coupon usage, then submit screenshots through the order feedback page.

Open the order details in the app and submit feedback with the mismatched service item, address, time, notes, or other details. Screenshots or photos help the team review faster.

Regular Cleaning focuses on routine home maintenance. See the service details page for the complete checklist.

Deep Cleaning is more comprehensive and may include steam cleaning, grease removal, cabinet cleaning, and more detailed work.

Post-renovation cleaning removes construction dust and debris, while Deep Cleaning is for occupied homes.

Move-in Cleaning emphasizes sanitization, while Move-out Cleaning focuses on restoring the property for inspection.

We clean carpets, mattresses, sofas, and other upholstery. See the service page for details.

Drying often takes around 24 hours with good ventilation. Actual time depends on fabric, humidity, airflow, and how much moisture was used during cleaning.

Results depend on the stain type, age, and material. Complete removal cannot be guaranteed.

Please empty the appliance before the appointment and review the service scope in the app. Some appliances may need to be powered off or cooled down before interior cleaning.

Please store valuables, cash, documents, jewelry, and fragile personal items securely before service to reduce confusion or accidental damage.

Cleaning providers go through training and background review. MintHome also uses service standards, tool requirements, and app booking details to keep the experience more consistent.

Yes, subject to the cleaner's availability. For recurring service, book 3–5 days in advance.

Yes, commercial services are available by custom quotation. Please contact customer support.

We offer first-order coupons, referral coupons, and seasonal promotions. Check My > Coupons in the app.

Eligible first-time customers can select the coupon during checkout. The usable service type, amount, and validity follow the coupon terms shown in the app.

Referral coupons are automatically issued after your referred friend completes a qualifying order.

Coupon eligibility depends on the coupon. Some coupons apply only to certain services, cities, order amounts, or dates. Please check the coupon details before checkout.

No. Coupons generally cannot be exchanged for cash, withdrawn, or transferred unless the coupon terms clearly say otherwise.

Referral coupons are valid for 90 days. Other coupons follow the validity shown on the coupon.

If an order is cancelled and the coupon is still valid, it may return according to app rules. Expired coupons generally cannot be restored.

Hour Packages let you pre-purchase service hours at discounted rates, ideal for recurring cleaning, landlords, and Airbnb hosts.

Larger Hour Packages may offer a lower hourly rate. Package options, rates, and validity are shown in the app before purchase.

Hour Packages usually apply to hourly cleaning services. Fixed-price services, special services, or campaign products may follow separate rules shown at checkout.

By default, Hour Packages do not stack with coupons unless the checkout page or campaign terms say otherwise.

Please refer to the package page for validity. Remaining hours can usually be used across multiple bookings during the valid period.

Hour Packages are discount-benefit products and are generally not withdrawable as cash. Refund or adjustment requests, if any, follow the app rules and human review.

Hours are deducted based on actual service time. Extra time is charged at the standard hourly rate.

Hour Packages lock in discounted hourly rates, while top-up balance is more flexible across products.

Top-up Balance comes from your paid recharge. Bonus Credit is a promotional benefit and is generally not withdrawable, refundable, or transferable.

Top-up Balance and Bonus Credit are generally non-refundable unless app rules or applicable requirements say otherwise. Please review the balance page before recharging.

Combination discounts may be available for moving plus move-out cleaning. If a discount or coupon applies, it will appear in the app during checkout.

Provide your order number, photos/videos, description, discovery time, location, and requested resolution within 24 hours.

The team reviews the order record, provider feedback, customer photos or videos, and related site information. Progress and outcomes are shared through the order feedback record where possible. Complex cases may require additional human review.

In the app, go to Orders, open the relevant order, then choose After-sales or Feedback and follow the page instructions.