Service Agreement

The term “We” used throughout this agreement is the same as Canadian Home Cleaners.

Satisfaction Guarantee: We offer a 100% satisfaction guarantee on all of our work.  If you are not satisfied with an area that we have cleaned, we will gladly send the SAME cleaner back to fix the places that were missed, FREE of charge. *This is not an entire re-clean of the home. If for some reason you are not comfortable having the same cleaner come back, we will send a different cleaner, for up to a maximum of 2 hours.

Refund Policy: If something is not done properly, please let us know and send pictures of these areas to canadianhomecleaners@gmail.com. We’ll send a team out to make it right (within 5 days of the original cleaning). If after our re-clean is completed and you’re still not happy with the service, we may offer up to a full refund. If a re-clean is not possible, we will do our absolute best to work with you until we come to a solution that works for both parties. If our hourly estimate is off by more than 1 hour, we will issue a refund for the difference at $25 per hour.

Security alarms:  Canadian Home Cleaners is not responsible for any charges from police / fire departments regarding activated fire alarms that we were unable to disarm.

Cancellations:  In the event that you need to cancel your scheduled home cleaning services all together, we ask that you give us 24 hours notice.  If 24 hours notice is not received, Canadian Home Cleaners reserves the right to charge up to a $50 cancellation fee. 

Pricing & Additional labour hours: Our flat rates are based on a home being in a normal state of repair.  If upon arrival the home is deemed to be in a state of disrepair, or larger than the average size home, we reserve the right to either update the price (add additional hours), bill hourly or to simply cancel the job. 

Our time estimates are generally very accurate, however there are situations where additional labour hours may need to be added (i.e. larger than average size home). We will contact you before adding hours in order to discuss how you (the customer) would like to move forward. *Additional labour hours are added at a discounted rate of $30/hour.

Right of Refusal:

In the event that the property is deemed to be unsafe or inaccessible (hoarding, vacant home, asbestos), or the driveway/walkway is not cleared allowing us access to the home, Canadian Home Cleaners reserves the right to cancel the job with less then 24 hours notice.

No Shows: In the event that Canadian Home Cleaners shows up to a scheduled cleaning and are unable to access the home after multiple contacting efforts, CHC reserves the right to charge up to a $50 no show fee.

Animals:  Canadian Home Cleaners will do our best to ensure all pets remain inside the home, however we are not responsible for any pets that might escape.  Our team will take every precaution to ensure this event does not occur.

Canadian Home Cleaners will NOT clean up human or animal organic waste.  CHC will clean around the mess in the event that there are any.  CHC does not clean littler boxes.

Garbage removal: Generally we use customers garbage bags, but ask our cleaners to bring some as well, especially for move cleans since there is generally none there. However, we do not take garbage with us. We can only dispose of it on site either in a can outside or the garbage shoot in the building.

Insurance: We are a fully vetted and insured company.  Our policy covers everything from unintended damages to cyber risk.

Allergies: If someone in the home is allergic to any home cleaning product or products, please let us know in advance so we can accommodate.

Vacuums: For cross contamination purposes, we generally do not supply vacuum cleaners.  However, if you do not have one on hand, or yours is broken, we can facilitate in those situations.  Should you want your own tools / supplies to be used, please advise us in advance.

Home in Reasonable Condition: In order for our teams to do the best possible job, we ask that a small tidy or reorganization is done beforehand to ensure that we are able to access the floors, countertops, cabinets etc.  This will allow for the best possible service. If there happens to be too much clutter on a shelf we will dust and clean around the objects. For liability purposes, our cleaners don’t move furniture around especially if the pieces of furniture are more than 20 lbs.  If you require furniture to be moved, please specify before the job, or be there with the cleaners so that you may assist in the moving of the furniture.

Photos: We reserve the right to take before and after pictures of your home for quality control purposes only. We will not share or use any of the photos with anyone, without your expressed or written consent.

Accidents: We always do our best to exercise caution while dusting or moving objects, however, accidents do happen.  In the event that an accident does occur, one of our customer service reps will contact you and set up a personal file to deal with the situation.  Please let us know if a shelf or item is not safely secured to the walls so we can act accordingly.

What We DON’T Clean:

X – Outside of windows or any outside walls, patio furniture, etc.
X – Inside of washers and dryers.
X – Pet excrement and/or pet cages, aquariums, etc.
X – Ceilings or areas outside of a maid’s reasonable reach. *If you provide a step ladder they will use that to reach areas just out of
their reach.
X – We will throw your garbage in your trash bin but we will not take any garbage or junk off the premises

Thanks for choosing Canadian Home Cleaners, we look forward to working with you!

If you have any questions at all feel free to reach out to us.

613-627-3038 | 647-258-9434