Terms and Conditions

By booking a cleaning with us, the customer agrees to the following terms and conditions.

Card on File

All cleans require a credit card on file prior to your time slot being confirmed. If you'd prefer to avoid a card on file, full pre-payment of the clean is required via e-transfer. Please note, if required, we cannot extend our cleaning time without a card on file.

Deposit

If the service is $1,000 or more, a 50% deposit will be charged to the card on file upon confirming your time slot. Again, if you'd prefer to avoid a card on file, full prepayment is necessary via e-transfer. Please note, if required, we cannot extend our cleaning time without a card on file.

Parking

On-site or visitor parking is always the best option. Should those options not be avaialable and our team has to find their own parking and pay for it. Both the cost of looking for suitable parking, moving vehichles (should there be a maximum) and the cost of the parking itself will be billed to you at $55/hr+GST per cleaner and whatever the cost of the parking actually is.

Minimums

Weekly or biweekly cleans are 3 hours minimum.

Monthly or deep cleans are 4.5 hours minimum.

Moving or any sort of post-renovation cleans are 6 hours minimum.

Please note these minimums are on a "total hours worked" basis. If its 1 cleaner working, it will be 3 hours and 4 hours respectively. If its 2 cleaners working it would be 1.5 hours each and 2 hours each respectively, and so forth.

We realize that these minimums may impact your willingness to work with us (especially with smaller condos) however they are required to ensure appropriate compensation for the drive there and back as well as the opportunity cost of securing this time slot for you.

We thank you for your understanding.

Valuables & Theft etc.

Every team member at Your Favorite Home Cleaning goes through a background check as well as reference checks. That being said, its impossible to identify if a valuable was there before our arrival or not. As such, we ask that you place any valuables (cash, jewelry) away to avoid undue stress to both sides. We assume no liability for missing valuables.

Photos

We may take before and after pictures to ensure a positive experience for all parties involved. We will do our best to avoid identifiable information as well as pictures. The purpose of the pictures is to but not limited to: (1) showcase condition before/after and hold evidence of damage prior to beginning the clean.

If you're completely opposed to before and afters, please mention during your booking process.

Damage

Your Favorite Home Cleaning carries liability and WCB insurance. Should damage to furniture or your home occur, the first step is to determine whether the action that caused the damage is "excessive". For example, if we are mopping floors as part of regular cleaning and the floorboards were improperly installed, resulting in floor damage, this would not be covered. As a second example, if we're cleaning glass windows and the glass comes away from its frame, this would once again be attributed to the installation and not to our cleaning. As such, all damage is treated with the following steps: (1) assess damage, (2) determine the cause of damage, (3) should we be found liable, work with one of our local partners (plumbers, installers, etc.) to correct.

Cleaning Performance

The quotes we provide are for "average" condition home. Should we join you for a clean and the condition is below average, it may not be feasible to complete within the time quoted - this is why we ask during our confirmation message about the condition. Similarily, if you've booked a moving clean and your cabinets/fridge/home is not yet empty, it may impact our cleaning timeline and thus incur excess hours. Under such conditions, you hold us not liable should we need to (1) bill for excess time or (2) need to come back at another time to complete the clean as to not impose on other clients.

In such cases, the invoices and payment terms still apply the same even for incomplete cleans.

Attempting or Hiring Our Cleaners Directly

We spend considerable time and resources to train and work with our cleaners to get them to the standards we need them to operate at. We may, at our behest, have them call you directly to find parking/access. This is the only valid reason for communication.

Any attempt at communicating henceforth, attempting, or hiring our cleaners directly will automatically have you blacklisted from our services immediately. You give us the right to share non-personal information with partner businesses, as well as to protect our community. Please note that doing so also puts the cleaner at risk of employment (it is a reason for immediate dismissal). Any outstanding invoices will become due immediately, and you agree that any additional compensation in terms of corrections and or damages is automatically nullified.

Corrections

Our first priority is for you to be happy with the outcome of your cleans with us. Should we complete a clean without concerns on our end and you be unsatisfied please contact us within 48 hours. Photo evidence is required for us to be able to fully understand and provide a corrective clean.

We will return to make the clean right at no additional cost to you. Please note, this is reviewed on a case by case basis, and in cases where we needed additional time or were refused additional time, this policy would not apply.

Payment Terms
All invoices are due for payment upon completion of service. If the invoice remains open at 7pm, it will be automatically billed to your card on file.

Unpaid Invoices & Late Invoices

Any invoices that are not cleared within 14 days of the due date will be subject to the following:

25% admin fee on the pre-tax total of the invoice.
Submission of the invoice to Dixon Commercial Investigators for collections. Please note this will affect your credit score as part of their investigation. We will not be held liable for any outcomes as a result.
The company works closely with other companies in the region. Company may, in an attempt to protect fellow companies in the region, may inform them of non-payment and other issues at its own behest. Please note this may impact your ability to book cleaning services henceforth.

Rescheduling and Cancellation by Client
Any cancellations or reschedules with at least 48 hours notice has no associated cost. More notice is always appreciated.

If a clean is cancelled or rescheduled within 48 hours of the start time (see 2 examples below), 33% of the quote will be billed to the card on file.

If the clean was fully prepaid via e-transfer, we will refund you 77% of the invoice total.

Same day cleans will typically mean that our cleaners will lose income.

Example 1: A job is scheduled for June 15th 9 am. Cancellation or reschedule notices before June 13th 8:59 am have no cost associated.

Example 2: A job is scheduled for June 15th 9 am. Cancellation or reschedule notices after June 13th 9 am will result in the fee described above.

Rescheduling by Company

While we attempt to do our best to avoid cancellations or rescheduling of cleans, certain circumstances may require us to do so. In such cases, we will try to inform you with as much advance notice as possible, book you back in as soon as possible, and (at the company's discretion) provide an adjustment for the inconvenience.

Refusal of Service

Your Favorite Home Cleaning has the right to refuse service without reason or explanation. Historically, the most common reasons for refusals of service are that our services are a poor fit for what the condition of the home requires or that the services required by the client fall outside of our expertise.

Heavy Furniture & Equipment
Your Favorite Home Cleaning is not responsible for moving or cleaning under heavy furniture or appliances unless the customer moves these items beforehand. Please note this includes fridges and stoves - please pull them our prior to our arrival should wish those areas cleans.

Pricing Adjustments
All quotes are subject to change based on a variety of factors, including but not limited to: the layout of the home, additional bedrooms, bathrooms, office spaces, property condition differing from the initial description provided during booking, and time required to complete the service.

Please note quotes provided assume an average condition home and that the checklist provided to you is exactly the checklist we follow.

Initial pricing does not cover:
- Neglected homes
- Rental turnovers
- Hoarder homes
- Homes with excessive trash or biohazards

Over-the-phone pricing is based on square footage covered per hour/per cleaner, varying by cleaning type as described in the job description. If our estimate does not align with the work performed, we have the ability to adjust the estimate to align with the work performed and time required to complete the project.

Estimating Time of Projects

All project estimates provided are based on the estimated square footage cleaned per hour per technician. Each technician is scheduled on an hourly basis and final invoicing is based on cumulative timed work. Cumulative working time with multiple employees refers to the total hours worked by all employees combined over a specific period, calculated by summing up individual employee work hours.

For example:

If a project is estimated to take four hours, a single technician should complete it in four hours.
If two technicians are assigned, they will split the workload, completing the project in two hours.
If a project is estimated to take eight hours and two technicians are assigned, they should complete the project in 4 hours.

The final project duration depends on many factors such as space layout, level of cleanliness, and specific job requirements. Cumulative hours are counted and invoiced accordingly.

Automatic Invoicing
Invoices are sent promptly upon project completion. All invoices are automatically processed every day at 8:00 PM. If your job completes after this time, it will be processed immediately upon job completion.