Frequently asked questions

Do I need to pay my concierge mileage?

Mileage is included in your concierge service within town/city limits of wherever you reside. Travelling to clients homes or businesses outside of town limits are subject to the following reasonable mileage rates.

$ 10 flat fee return trip (Listowel boundaries > 25K)

$ 20 flat fee return trip (Wingham, Mount Forest, Elmira)

$ 35 flat fee return trip ( Kitchener/Waterloo, Guelph, Stratford)

$ 50 flat free return trip (Cambridge, London)

100K+ contact to discuss

  1. What are your hours of operation?

Our regular hours of operation are 7:30 am - 5:00 pm (Monday - Friday).

Scheduled events (i.e. weddings, parties) are accommodated outside of our regular hours. If you require services on weekends or after-hours, we will try our best to accomodate your request.

How much notice do you require?

72 hours notice is appreciated for any service. If there is a scheduled event we appreciate as much notice as possible so we are available to accommodate your request. We will do our best to help out on short notice but cannot make any guarantees. Our subscription plans are given priority.

What is the smallest increment of time I can purchase?

The smallest increment of time that can be purchased is 1 hour. If a given job or task doesn't require a full hour, the client will not be reimbursed for the remaining time. A Block of Time is to be used in increments of at least 3 hours. Our Priority Program hours are rounded to the nearest 15 minutes and unused hours are rolled over to the following month!

What if I need help with something that’s not mentioned on your site?

Our list of services are suggested tasks only. If you require services that are not listed on our site please feel free to contact us to discuss your needs. If the task is ethical, legal and within our capabilities we are more than happy to consider it! If we cannot accomodate your request we offer research services to help find someone who can. Twenty-fifth Hour does reserve the right to decline any request.

Is there tax on your services?

Yes, our services are subject to HST.

Are you insured?

We are covered by a commercial general liability policy including blanket bond coverage and privacy protection. Proof of insurance is provided upon request.

What if I need last minute help?

We understand that life doesn't always go as planned. If you have last minute or emergency requests please feel free to contact us. We can't guarantee that we'll be able to help, but we'll always do our best to accomodate any request. It never hurts to ask!

What if I need to cancel or decrease the hours in my Priority Program subscription?

We understand that circumstances change and you may no longer need access to regular services. We require 30 days notice to cancel or decrease your priority plan subscription, simple as that! If you wish to increase the hours under your priority plan send us a message and we’ll adjust your subscription accordingly.

How do I arrange letting you into my home?

If we're providing services at your residence, we offer a complimentary visit to your home to discuss logistics. If a key is required for entry, we will return it upon completion of the service or Priorty Plan subscription.

What’s the difference between a Priority Client and purchasing a Block of Time?

The Priority Client program is a monthly subscription service. As a member of this program you decide on how many hours of help you need per month. It's like having a personal/family/business assistant - you request and schedule help as you need it. This service is billed automatically at the beginning of the month and can be cancelled with 30 days notice. Unused hours are rolled over to the following month and are rounded to the nearest 15 minutes. Requests under this program are given priority.

A Block of Time refers to hours purchased at a single time and put towards a project or job of your choice (must be used in at least 3 hour increments).

What methods of payment do you accept?

We accept cash, cheque, e-transfer, credit cards and paypal payments. Our preferred
method of payment is e-transfer.

What job doesn’t Twenty-fifth Hour accept?

We aim to be as accommodating as possible when it comes to helping out our clients. Any job that is ethical, legal and within our capabilities will be considered. The exception is regular housekeeping and childcare services. If we do not feel competent to complete a requested task we can be hired to find someone who can.

What if a task takes less/more time than originally quoted?

We make sure the task we've been hired for is completed as efficiently as possible and to the best of our ability. Occasionally we may finish a job sooner than we estimated (example: no line at the grocery store). For individual job requests and Blocks of Time we do not reimburse you the difference, however we're happy to assist with another 'to do' on your list that day (example: stop at the bakery on the way home). If you're part of our Priorty Program your hours are rounded to the nearest 15 minutes and any unused hours are rolled over to the following month. Occasionally tasks take longer than orginally estimated. If it's determined to be at the fault of a Twenty-Fifth Hour team member we will ensure the job is completed as agreed upon. In the event that the scope of a job is much larger than originally communicated, we will do our best to complete as much of the job as possible and to the best of our ability (example: only 1 hour was purchased to clean a refrigerator that hasn't been cleaned for a year). Additional hours can be purchased to finish the job (example: 1 hour was purchased to clean out a fridge that has not been cleaned in several years)

Do you offer childcare services?

No, we do not offer childcare services.

Will you clean my home?

We do not offer regular housekeeping services, but we do offer research services to help find you one! If you're hiring us for tasks such as closet / pantry organization or for senior support, we understand that there's an element of cleaning associated with these tasks.