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Frequently Asked Questions

Below we have compiled of list of the questions that we have heard most often over the years. If you have a question that isn't addressed please feel free to call us anytime.

Estimate Process

How fast will Restoration Aid respond?

Restoration Aid aims to have an experienced Mitigation Professional from our office contact each of our customers within 30 minutes. At this time the Mitigation Professional will confirm the details of the situation and arrange to visit the site as quickly as possible. They will also organize the dispatching and mobilizing of the appropriate team and equipment in order to mitigate the loss as quickly as possible.

How long will it take to obtain a quote?

The length of time it takes for Restoration Aid to complete a quote will vary according to the size of the job. In the case of smaller claims we are usually able to view and provide a quote within 2-3 business days. For more complex jobs, large projects or during extreamly busy times it may take longer to receive a quote.

Can I indicate to my insurance company that I would like Restoraiton Aid to do the work?

Yes! All policy holders have the right to request a specific restoration company do the work. Restoration Aid has worked with many insurance companies accross Canada from national insurance providers to local companies. Feel free to tell your insurance company or adjuster that you would like to work with Restoration Aid.

Once the estimate is accepted and agreed upon, what is the next step?

Water Damage

What are the different types of water damage?

From small tap leaks to large sewage backups, water damage can be very minor or cause large devastation. Accordingly, there are several different levels and classes involved in liquid destructions.


There are three categories describing the type of liquid involved:


  • Category 1 – this is liquid from a clean and sanitary source, such as faucets, water supply lines, toilet tanks, drinking fountains etc. However, category 1 can quickly degrade into category 2.

  • Category 2 – this category of liquid is referred to as grey water, it is described as having a level of contaminates that may cause illness or discomfort if ingested. Common sources include dishwasher or washing machine overflows, flush from sink drains, and toilet overflow with some urine but not feces.

  • Category 3 – this is the worst classification and consists of unsanitary liquid that could cause severe illness, or death if ingested. It is referred to as ‘black water’. Sources include sewer backup, flooding from rivers or streams, toilet overflow with feces, and stagnant liquid that has begun to support bacterial growth.


Water damage is also divided into four classes of destruction:


  • Class 1 – the lowest class and easiest to deal with. Generally it refers to a water damage where only part of a room or area was affected, there is little or no wet carpet, and the moisture has only affected materials with low water absorbance rates such as concrete

  • Class 2 – this level affects an entire room, carpeting or cushioning and the wetness has wicked up with walls at least 12’, and there is moisture remaining in structural materials

  • Class 3 – in class 3 ceilings, walls, insulation, carpet and sub floors are all saturated and the liquid may have come from overhead

  • Class 4 – this class is labeled as specialty drying situation, which means there has been enough liquid and time to saturate materials with very low absorbance such as hardwood, brick or stone.




Do I have to leave the drying equipment running?

It is better to let the equipment work around the clock for a designated amount of time to achieve the best results. However, in some cases the equipment can be shut down to minimize distractions and provide a suitable working environment. Should this be necessary we highly recommend coordinating withyour project manager before shutting down the equipment so they are able to make any necessary adjustments to ensure the structure is dried properly. We specialize in proving tailored solutions based on our experience and expertise and whenever possible will schedule working hours to suit our client’s needs without compromising the restoration process.

What happens if the power goes out or a fuse blows?

Can I move the drying equipment around?

What happens to my belongings affected by the loss?

Should I worry about mold growing?

Mold Remediation

What is visual mold and why do I need to test it?

The most obvious sign of a mold problem is visual mold. Visual mold is mold that you can see. When mold is visible it means mold growth reached a critical level and it can start to pose a health risk. Visual mold is usually tested using swabs. The surface supporting the mold growth is swabbed and the swabs are sent to a third party lab for analysis. The analysis will determine what type of mold is growing. This in turn will form the foundation for the scope of work outlining the remediation process.

How does mold testing work?

A certified mold inspector, trained in appropriate sampling methodology will perform the necessary testing. There are two types of mold tests, air quality testing and surface swabbing. Air quality testing is used to determine the type of mold and amount of airborne contamination. It is often used in conjunction with sample swabs. Air quality testing is often used when building inhabitants are suffering from health problems which may be association with fungal exposure, but when no obvious evidence of mold growth is present. First a sample of the outdoor air is collected – since mold spores are everywhere, the outdoor sample acts as a control to measure the indoor samples against. If the indoor air samples which are taken at several different location throughout the building report higher levels of mold, or types of mold that aren’t present in the outdoor samples then a mold problem may exist.


Surface swabbing occurs when visual mold is present. Samples are collected from visibly moldy surface by scraping or cutting the material with a clean tool. Or by wiping the area with a sterile swab or stripping the suspected area with clear tap. The samples are places in sterile plastic bags which are sent for testing. The surface samples are used to identify the specific mold types present.


All mold testing, analysis and reporting is done by an independent third party lab.

Is mold damage covered by my insurance?

The answer to this question is, it depends. It depends on your insurance policy and whether or not it has mold coverage or a mold exclusion. If there is a mold exclusion, coverage may depend on how the exclusion is worded. Some policies will cover mold remediation if the mold growth was the result of a water damage that is covered. However, if the mold growth resulted from long term leakage that went unfixed, your insurance company may decline coverage. The best action is to check with your broker to understand your policy and use an expert like Restoration Aid to help determine what caused the mold damage in the first place.

Fire & Smoke Damage

The fire department put out the fire, but now we have water in the property. What should we do?

First, we recommend you move any important personal belongings away from the wet surface. If it’s possible try and move the water to an available drain. If the water damage is minor and the surface is inorganic, like concrete, you can try to wipe the water, ventilate the room and let it dry on its own. If the water damage is large, or organic surfaces such as drywall, wood, laminate, carpet etc. have been affected you should consider calling a professional restoration company like Restoration Aid. A professional restoration company will be able to minimize the damage quickly, and dry and restore your property professionally mitigating the risk of further structural damage or mold growth. Additionally, they may be able to help clean up the residual fire and smoke damage.

The fire wasn't very big, and only affected a small area, can we clean it ourselves?

When cleaning up after a fire it’s extremely important to establish what materials were burned, and the identity and quantity of oxidized particles in the air. This will help determine which cleaning agents should be used, as well as the proper dilution rates to achieve optimal results. Additionally, some cleaning solutions must be applied with special equipment. Moreover, smoke residue can travel large distances and effect surface unrelated to the fire source or area. If you are considering dealing with a fire cleanup on your own, please consult a professional first, they can help determine the air quality and if it’s possible to clean it yourself or if you should have expert help.

Are all fires alike? Does it matter what "type" of fire it was when doing the cleanup?

No, not all fires are alike. And yes, it does matter what type of fire it was when doing the cleanup. Fire types are determined based on the source of the fire and the fuel (ie what burned during the fire). There are four main categories of fire and smoke damage:


  • Natural Substance smoke residue – this type of fire occurs when natural substances such as paper, and wood burn. The residue is typically black and grey. The smoke residue can usually be cleaning using specialized vacuums, chemicals and dry chemical sponges. Because smoke particles are so tiny they can travel throughout the building causing smoke odors if left uncleaned. There are several ways to remove the smoke particles such as ozone or thermal fogging both of which can be done by Restoration Aid.

  • Synthetic substance smoke residue – in a nut shell, this occurs when any type of synthetic material such as plastic or a derivative of plastic burns. The residue is typically chalking and smeary to the touch. This requires a different cleaning protocol and can be complex. Specialized equipment and technique along with property training are necessary to remove the residue.

  • Protein substance smoke residue – commonly occurring when proteins such as chicken or beef are burned. This is known as a grease fire and leaves a greasy mess. Cleaning the residue from a grease fire take specialized training and an understanding of grease residue cleaning.

  • Oil burner malfunction reside – this occurs when an oil burner misfires and partially burned oil residue is emitted throughout the HVAC system. As building move away from oil heating this is less common but still requires specialized cleaning procedure

Asbestos Abatement

How do I know if I have an Asbestos problem?

Asbestos was widely used as building material in Canada until the 1980s. If your building or house was constructed before then, chances are that some parts of your building or house have asbestos in them. Left undisturbed, asbestos is not a huge concern. Asbestos becomes an issue if you are planning any sort of demolition or renovation, or if you have had a loss such as a fire or flood that requires demolition. If you have any concerns or suspicions about asbestos we highly recommend contacting a professional hygienist. They are trained to conduct asbestos testing and surveys of your property and will present a special report outlining any asbestos risks and recommendation for removal if necessary.  

Does asbestos abatement require specific training?

Yes! Due to the hazardous nature of asbestos, any asbestos abatement must be performed by trained and certified technicians who are required to follow very strict removal and disposal guidelines.

Should I have the air quality monitored during the abatement project?

Yes, air quality monitoring is always recommended when dealing with air borne particles that pose a health risk. Given the extremely hazardous nature of air borne asbestos particles it is particularly important to make sure the air quality is monitored throughout the entire abatement project.

Do I need a clearance letter? What about a permit from the city?

Repair Process

Is the estimate for the repair included in the estimate for the remediation project?

Generally there are two types of estimates; emergency and repair. Depending on the nature and scope of work that needs to be done the estimate for the repair is usually provided at the end of the project. This is done because the scope of work and demolition that needs to be done during the emergency portion of the job can change as the work progresses and damages that weren’t initially seen become apparent. These changes will have an impact on the repair estimate.

I want to make some changes to my property, can I do this during the repair?

Definitely, however, if your repair is covered by insurance, insurance companies generally finance repair work to restore the property to its pre loss conditions. If you want to make significant changes or upgrades to your property you are more then welcome to do so, but personal investments may be required.

Can we continue to use the property while repairs are underway?

This really depends on a variety of factors including the scope of the repair, where the repair is being done, the usage of the property and your personal comfort. For the most part, you can continue to use your property while the repair is underway, but make sure to coordinate with your project manager, as there may be times during the repair process where usage is not recommended. Furthermore, you don’t want your usage to get in the way of the repairs and slow down the repair process.

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