Pricing & Booking Policies
We reserve dedicated time for every cleaning appointment. Please review the booking, payment, cancellation and access terms below before confirming your service.
Pricing & Service Conditions
This applies to all services.
• Parking: Where complimentary or customer-provided parking is unavailable, the actual
cost of paid parking will be added to the final charge.
• Property information: Pricing is based on the property size, bedrooms, bathrooms and
other information supplied when booking.
• Property condition: Excessive dirt, garbage, pet hair, grease, buildup or other conditions
substantially beyond normal cleaning may require additional charges.
• Property readiness: Move-In and Move-Out properties should be vacant, or
substantially empty, and reasonably accessible at the scheduled cleaning time. For Aribnb
turnovers, guests should have vacated the property before the scheduled cleaning window
begins.
• Additional work: Additional work and charges will be communicated before the
additional work is performed whenever reasonably possible.
• Customer/Host responsibility: The customer/host is responsible for ensuring access to
the property at the agreed cleaning time.
• Additional areas: Undisclosed bedrooms, bathrooms or other areas requiring cleaning
may result in additional charges.
• Specialized services: Junk removal, carpet steam cleaning, exterior window cleaning and
post-construction cleaning are not included unless specifically agreed upon.
• Taxes: Applicable taxes are additional where required.
Booking & Payment
A valid payment method is required to reserve and confirm your booking. Your card will be charged after the cleaning service has been completed, except where a cancellation or no-access fee becomes payable under this policy.
By confirming a booking, you authorize us to charge the payment method for:
-
Your confirmed cleaning service;
-
Add-ons or additional services that you approve;
-
Applicable paid parking costs;
-
Applicable cancellation or no-access fees; and
-
Applicable taxes where required.
Customers are responsible for providing accurate information when booking, including property type, number of bedrooms and bathrooms, requested services, and any additional areas requiring cleaning. The quoted or published price is based on the information provided at the time of booking.
Cancellations & Rescheduling
Please provide at least 24 hours’ notice if you need to cancel or reschedule.
24 hours or more before your appointment: no cancellation or rescheduling fee.
Less than 24 hours before your appointment: a $50 late cancellation fee applies. The fee may be waived at our discretion where a late rescheduling request can reasonably be accommodated.
Airbnb Turnover Schedule Changes
Hosts are responsible for providing accurate guest checkout and next check-in times when booking. If a reservation or checkout time changes, please notify us as soon as possible. We will make reasonable efforts to accommodate a revised turnover time without an additional scheduling charge where our schedule permits.
If an Airbnb turnover is cancelled with less than 24 hours’ notice and cannot reasonably be rescheduled, the $50 late cancellation fee may apply. Completion before the next guest’s arrival cannot be guaranteed where checkout, check-in or property-access information changes without sufficient notice.
Property Access & No-Access Appointments
Please provide all necessary keys, lockbox instructions, access codes, concierge authorization, parking instructions or other access information before the appointment.
If we cannot access the property upon arrival, we will make reasonable efforts to contact you and will wait up to 20 minutes. If access cannot be provided within 20 minutes, the appointment may be treated as a no-access appointment, and a fee equal to 50% of the booked cleaning price will apply.
Parking
Customers are responsible for providing reasonable parking access at or near the property. Where complimentary or customer-provided parking is unavailable, the actual cost of paid parking will be added to the final charge. Please provide any condominium, visitor-parking or underground-parking instructions before the appointment.
Additional Services & Additional Cleaning
The confirmed cleaning price covers the services included in your selected package and any add-ons selected when booking. Additional services may be requested before or during the appointment, subject to availability and sufficient time.
If additional cleaning is required because the property’s condition is substantially beyond normal residential or guest-turnover conditions, we will advise you of the additional work and price before performing it whenever reasonably possible. We will not automatically charge your payment method for unapproved additional cleaning services.
Property Readiness & Arrival Times
For Move-In and Move-Out cleaning, the property should be vacant or substantially empty and reasonably accessible unless otherwise agreed. For Airbnb turnovers, guests should have vacated before the scheduled cleaning window begins.
Scheduled arrival times are approximate unless a specific arrival time has been expressly confirmed. Reasonable delays may occur due to traffic, weather, building access or circumstances arising during an earlier appointment; we will make reasonable efforts to notify you of significant delays.
24-Hour Cleaning Guarantee
If an area included in your confirmed cleaning was missed, contact us within 24 hours of completion with details. Where appropriate, we will return to address the missed area at no additional cleaning charge.
The guarantee does not apply to:
-
New dirt or mess created after the cleaning was completed;
-
Areas that were inaccessible during the appointment;
-
Services or areas not included in the confirmed booking;
-
Permanent stains, damage, deterioration, mould or conditions that cannot reasonably be corrected through standard cleaning; or
-
Concerns reported more than 24 hours after completion.
The guarantee provides an opportunity to correct eligible concerns and does not constitute an automatic refund or price reduction.
Final Payment
Unless otherwise agreed, the payment method provided when booking will be charged after the cleaning has been completed. The final charge may include the confirmed cleaning price, add-ons selected when booking, additional services subsequently approved by you, actual paid parking costs and applicable taxes. A receipt will be provided following payment.