Your centralized hub for easy, secure access to everything you need—submit service requests, view and download invoices, make payments, and view account information, all in one place.
Simply enter your name and email address and click
“Start Signing” to complete the authorization form.
Please forward the remittance
and direct your e-transfer to:
ar@cityclean.ca
How do I place an order for facility supplies?
Facility supply orders can be placed several ways. Please choose the option that’s most convenient for you:
– Submit a customer service request through the customer portal
– Email service@cityclean.ca to set up an automatic delivery schedule
– Place your order with your Route Service Representative (RSR) during your next service visit
– Reply to the automated reminder email before your next scheduled delivery. This option will be automatically set up for you once you place your first order.
Do I Have A Set Delivery Day? How Do I Know When You Will Be Here?
Our service schedules are designed to be consistent, but may shift due to weather, holidays, or scheduling needs. Routes are dynamically optimized to ensure efficient and reliable service, which means your service day may occasionally vary.
If your operating hours change or you anticipate a closure, please let us know to avoid missed service.
If you’d like more visibility into your service timing, we’re happy to provide an estimated delivery calendar. Simply contact service@cityclean.ca.
Why does my number of towels fluctuate with each service?
Towel service is based on an even exchange system— the number of clean towels you receive on your next visit is based on the number of used towels you return on the current visit.
For example: If you return 60 dirty towels during your current service, you’ll receive 60 clean towels at your next service. If, during that next visit when we drop off the 60 clean towels, you return 24 dirty towels, you’ll receive 24 clean towels the following service.
Can I move or change mat placement within my building?
We do not recommend moving mats on your own. Mats are placed for safety, proper fit, and service efficiency. Moving them can create trip hazards or block doors.
If you need more coverage in a new area, the best option is often to add a mat. We can help you choose the right size and placement.
If you would like to change the placement, please email service@cityclean.ca before your next scheduled service, and let us know where you would like the mat moved so it can be reflected on your account.
Please note: If a mat is moved and cannot be located, it may be treated as missing inventory and could be billed for replacement.
What does “NOG” mean on my invoice?
“NOG” stands for Not Our Goods and refers to items you own (like custom or logo mats) that we service. If you see this on your invoice, it means service was requested for these items. The service includes washing, handling, pickup, and delivery of your items.
I Missed My Service, Why Was I Charged?
If service is attempted but we were unable to access your location, the full invoice total will apply.
If you notify us at least two (2) business days in advance of a change to your operating hours or a closure, you will be charged only for the mat rental portion of your service for that visit.
Do you issue credit memos, and how are they applied?
Credits are automatically applied to any related unpaid invoice. If that invoice has already been paid, you can request that the credit be applied to a different invoice.
We do not issue separate credit memos; however we’re always happy to help if you have questions about how a credit is applied. Simply submit a customer service request or email service@cityclean.ca and include the invoice number for reference.
How do I set up automatic payments (Credit Card or PAD)?
To set up auto recurring PAD payments, simply complete the PAD Authorization Form. Enter your name and email address and click “Start Signing” to fill out and submit the form.
For auto-recurring credit card payments, please complete the Credit Card Authorization Form. Enter your name and email address and click “Start Signing” to fill out and submit the form.
For security reasons, do not send credit card information via email. Instead, call 416-231-2722 to securely provide your credit card details over the phone.
Why was I billed a finance charge?
Finance charges apply when an account has an overdue balance. The finance charge is 2% of the total outstanding balance per month, up to 24% per annum.
Why Did I Receive An Extra Invoice This Month?
Our services follow a 2-week (14-day) or 4-week (28-day) schedule, not a monthly cycle. Some months will naturally include another service depending on how your service dates fall.
Where Do I Find City Clean’s HST Number On My Invoice?
Our HST number (R101870343) is above the item detail lines on the right side of your invoice, under the billing and delivery information.
Do I need to be on-site to receive service?
As long as we have access and up-to-date delivery instructions, service will continue without requiring someone on-site.
If I save my credit card or banking information to the customer portal, will I automatically be set up for auto-recurring payments?
Saving your credit card or banking information in the customer portal is for one-time payments only, making it easier for you by eliminating the need to enter your details each time you make a payment.
If you would like to set up auto-recurring credit card or EFT payments, simply let us know by submitting a customer service request through the portal or by emailing service@cityclean.ca, and we would be happy to assist you.
As a friendly reminder, please do not send credit card information via email.
I Am Set Up for Auto Recurring Payments. Why Is My Banking or Credit Card Information Not Visible in the Customer Portal?
The customer portal is designed to securely store banking and credit card information for one-time payments only.
For auto-recurring payments, your payment information is managed separately and is not visible in the portal. This approach ensures the security and accurate processing of all auto-recurring transactions.
If you need assistance with your auto-recurring payments, please let us know and we would be happy to help.
As a friendly reminder, please do not send credit card information via email.
What happens if there’s snow, ice, or extreme weather?
We always prioritize the safety of our Route Service Representatives (RSR) and customers. In cases of severe weather or unsafe conditions, service schedules may be adjusted.
Because routes are dynamically optimized and not fixed to specific delivery days, your service may occur on a different day than usual. We’ll always complete your service as soon as it’s safe to do so.
How do I pause services temporarily?
If you need to place your service on hold or suspend service temporarily, we offer three (3) options depending on your needs:
Option #1 – Hold
Ideal for accounts that plan to resume service shortly. This option is recommended if mats are still required for floor protection.
Option #2 – Suspension with Fee:
This option is suitable when floor protection must be removed for activities such as renovations, where our products are not currently in use.
Option #3 – Suspension with Time Added
This option is suitable when floor protection must be removed, providing the flexibility to extend the contract duration rather than paying a fee during the suspension.
To request a hold or suspension, please submit a customer service request or contact us at service@cityclean.ca and let us know which option you would like to proceed with and your preferred start date and end date.
Please note that holds or suspensions are not effective until they have been set up on your account and confirmed by City Clean.
Can I cancel my agreement at any time?
Before considering cancelling services, we highly encourage you to connect with us so we can review your service and explore adjustments that may better meet your needs. Our team is happy to help and can be reached at service@cityclean.ca.
