Thank you for choosing Cleaning With Love®. These Terms provide a clear framework for safe, consistent and respectful service — outlining what we do, what we need from you, and how issues are handled, so things stay smooth for both clients and our team.

1. Agreement & Acceptance

These Terms of Service (“Terms”) apply to residential cleaning services provided by Cleaning With Love® (“Cleaning With Love,” “we,” “us,” or “our”). They are incorporated into each “Work Order Confirmation” (booking email thread). By booking, accessing, or using our services, you agree to these Terms, together with the applicable Work Order Confirmation and any written service-specific agreement.

If a customized written agreement conflicts with these Terms, the customized agreement controls for the conflicting subject matter. Nothing in these Terms is intended to exclude or limit any right or remedy that cannot lawfully be excluded or limited.

2. Services Covered (Residential or Commercial)

• Initial / First-Time Home Clean
• Sporadic / Spring Home Clean
• Recurring Home Clean (daily or every 1/2/3/4 weeks)
• Move-In / Move-Out Clean
• Post-Construction Clean
• Airbnb / Short-Term Vacation Rental Clean
• Pre-Event / Pre-Sale Clean
• Post-Event Clean
• Display Centre Clean
• Retail Store Clean
• Office Clean
• Building/Strata Clean
• Warehouse Clean
• Other residential light-duty cleaning services stated in the Work Order Confirmation.

Carpet, rug and upholstery cleaning is governed by the applicable separate service agreement. Specialized commercial, strata and building-maintenance work may be governed by a customized agreement.

3. Insurance

Cleaning With Love maintains commercial general liability insurance and WorkSafeBC coverage as applicable to our operations. Insurance does not mean that every loss is automatically covered or that every claim is payable. Claims are reviewed under these Terms, applicable law and, where appropriate, the insurer’s policy and assessment.

4. Booking, Information & Access

1. Bookings may be made through our office, website, email, telephone or other approved booking channels.
2. Clients must provide accurate information about the property, scope, hazards, pets, access restrictions, fragile or high-value items, and any special instructions that could affect the service.
3. We may decline or cancel a booking where the requested service is outside our scope, the property is unsafe, required access is unavailable, or other circumstances make the service impractical.
4. The property must be reasonably accessible at the agreed arrival window. Keys, entry instructions and alarm information must be provided in advance where required.

5. Quality Assurance & Satisfaction Guarantee

We use Work Order Confirmations, checklists, client notes, quality checks and feedback to maintain consistent standards. A senior team member may attend during service for quality assurance.

If a cleaning task within the agreed scope is missed or does not meet the expected standard, please notify us by email within 24 hours of service completion. Requests made after this window may not be eligible for a Return Service.

Return Service is our standard remedy; refunds are provided at our discretion in circumstances where a Return Service isn’t practical. Return Service is limited to the specific areas or tasks identified as not meeting the agreed standard, and does not extend to a re-clean of the full original scope, unless the issues identified are broadly distributed across the service scope, in which case the Return Service may be scaled accordingly. Return Services are normally scheduled within 3 business days of completion, subject to reasonable access and the nature of the issue.

If access cannot be arranged within the window or if a Return Service does not resolve the issue, we will discuss appropriate next steps with you, which may include a partial credit at our discretion.

Cleaning is partly subjective and results can be affected by pre-existing conditions, age of surfaces, staining, clutter, time limits and the condition of the property. We do not guarantee restoration of permanently stained, damaged, deteriorated or otherwise compromised materials.

6. Pricing, Quotes & Time Limits

1. The price payable is the price stated in the applicable Work Order Confirmation, unless the scope changes or additional work is authorized.
2. Unless stated otherwise, quoted prices are subject to GST.
3. Quotes are estimates when based on information supplied without an onsite inspection. If the actual property or requested scope differs materially, the price may change.
4. Bill-By-Minute service is based on the actual team time onsite. Bill-By-Limit service ends when the purchased time limit is reached, even if some work remains.
5. Add-ons and special requests are billed in addition to the original scope when accepted by the client and scheduled by Cleaning With Love.

7. Cancellations, Rescheduling & Lockouts

At least 48 hours’ notice is required to cancel, reschedule or skip a recurring booking. Cancellation notice must be provided by email. Otherwise, a late-cancellation fee of 50% of the estimated cost for the scheduled booking time may apply (e.g., a booking estimated at $300 or a recurring booking that averages $300 would incur a $150 fee). The fee may apply regardless of the reason for cancellation, including illness, emergencies, access problems, elevator issues or power outages.

If we need to cancel or reschedule a booking on our end with less than 48 hours’ notice, we will offer a $30 credit toward your next service, in addition to rebooking at the earliest available time.

If our team arrives within the agreed arrival window and cannot enter, a lockout fee may apply based on team members and waiting time at the applicable service rate, up to a maximum of 20 minutes per team member. Our team will attempt to contact you by phone en route and upon arrival. We encourage clients to use secure key arrangements where appropriate.

If a lockout occurs, we will email you later that day to arrange a new date. The lockout fee applies in addition to any rescheduled booking, as the team’s time has already been committed.

8. Client Responsibilities & Worksite Safety

• Provide a reasonably safe working environment with functioning lights, electricity, hot water, washroom access, reasonable indoor temperature, and adequate air quality/ventilation.
• Tell us in advance about hazards, slippery surfaces, structural issues, electrical concerns, biohazards, aggressive animals, infestations or other risks.
• Remove or secure sharp objects, loose cables, floor hazards, personal documents and items that should not be handled.
• Keep children, dependents and other guests away from cleaning equipment, hot water and freshly cleaned or wet surfaces.
• We may pause, modify or decline work where a Team Leader reasonably determines that conditions create a health, safety or property risk. Where a visit is paused, modified or discontinued due to any of the above, charges may apply for time and work already completed, and a return visit may be subject to our standard scheduling and fees.

9. Pets, Plants & Personal Property

• Please secure pets that may interfere with cleaning, create a safety concern, or escape through an open door.
• We do not accept responsibility for pets escaping where the client has not secured them or where the property’s entry conditions make escape reasonably foreseeable.
• Unless specifically agreed in writing, plant watering and plant moving are not included.
• We do not organize personal papers or decide what should be discarded.

10. Supplies & Equipment

We normally provide our own cleaning equipment and products. We generally do not use client-supplied equipment or chemicals unless specifically approved in advance. Clients may be charged for required consumables or supplies that Cleaning With Love agrees to provide.

11. Out-of-Scope & Higher-Risk Items

Our standard cleaning covers routine property sanitation, including normal bathroom and kitchen cleaning. Some items and conditions fall outside this scope, generally because they present a risk of damage, require specialized equipment or certification, or are a health and safety concern for our team. These include:

• Fragile or high-value items: electronics, jewelry, sentimental or fragile displays, personal documents, firearms, and other irreplaceable or high-value items. Clients should remove or identify these before service; we may clean around rather than move them.
• Access and safety limitations: delicate high-hanging fixtures, exterior work, heavy lifting, and work above safe ladder limits. We will not move objects that are excessively heavy, unstable, improperly installed, electronically connected, or reasonably likely to cause injury or damage.
• Biohazard and specialized conditions: infestations, biohazard contamination (including blood, vomit, feces outside normal toilet use, or other bodily waste beyond routine bathroom sanitation), mold remediation, fire or flood damage, pest droppings, hoarding conditions, and other specialized restoration work. These require certified specialists and fall outside standard cleaning.

12. Damage, Breakage & Pre-Existing Conditions

Our Damage & Breakage Policy is incorporated into these Terms. We take accidental damage seriously and aim to resolve confirmed incidents fairly and promptly. Claims are assessed individually and may involve repair, comparable replacement, reimbursement, a service credit, a repayment arrangement, or insurance involvement.

We are not responsible for pre-existing damage, ordinary wear and tear, deterioration, latent defects, unstable or improperly installed items, damage that results from conditions outside our reasonable control, or damage to materials that are unsuitable for standard cleaning.

Clients should notify us as soon as reasonably possible after discovering suspected damage so that we can preserve evidence and investigate. Specific claims procedures are set out in the Damage & Breakage Policy.

13. Limitation of Liability

To the fullest extent permitted by applicable law, Cleaning With Love will not be liable for indirect, incidental, special, exemplary or consequential losses, including lost income, lost rental revenue, loss of use, loss of business opportunity or other economic loss that does not directly result from the service itself.

For a confirmed property-damage claim arising from our negligence or other actionable conduct, our responsibility will be determined under the Damage & Breakage Policy, applicable insurance coverage and applicable law. Nothing in these Terms limits liability that cannot legally be limited, including liability for fraud or other non-excludable liability.

A client must take reasonable steps to mitigate loss, including securing a damaged area and avoiding further damage where reasonably possible.

14. Privacy & Confidentiality

We collect and use personal information needed to provide and administer services, including contact information, property details, access instructions, service preferences, billing information and communications. Our Privacy Policy explains these practices and the rights available to clients under applicable privacy law.

Clients should not provide sensitive personal information to team members unless it is necessary for the service. Access codes, keys and security information should be shared only through approved channels.

15. Photos, Quality Checks & Service Records

Where reasonably necessary for quality assurance, damage investigation, training, service documentation or dispute resolution, Cleaning With Love may create photographs, videos or notes concerning the condition of the worksite or items involved. We will handle personal information in accordance with our Privacy Policy and applicable law. Marketing use of identifiable client property or personal information requires appropriate consent.

16. Force Majeure & Service Interruptions

We are not responsible for delays, cancellations or inability to perform caused by circumstances beyond our reasonable control, including severe weather, wildfire, flooding, major utility outages, road or bridge closures, government restrictions, building access failures, emergencies, or other events that make service unsafe or impracticable. We will make reasonable efforts to reschedule where appropriate.

17. Payment & Late Accounts

Payment is due according to the invoice or Work Order Confirmation. We may charge reasonable administrative or late-payment fees disclosed in advance and permitted by law. We may suspend future service while an account is materially overdue and may use lawful collection methods for unpaid balances.

18. Rates & Service Changes

Rates may change due to labour, operating, supply or other business costs, or when the scope or property changes. We will provide notice before a recurring rate change takes effect.

19. Non-Solicitation of Team Members

During service and for a reasonable period afterward, clients agree not to intentionally solicit or hire Cleaning With Love team members introduced through the service, except with our written approval. Any placement fee must be reasonable, clearly disclosed and permitted by applicable law. The exact period and fee, if applicable, will be stated in the client’s booking or customized agreement.

20. Changes to These Terms

We may update these Terms from time to time. For existing recurring clients, material changes will be communicated with reasonable notice before they apply to future services. The version applicable to a particular service will be the version incorporated into the applicable booking or otherwise properly communicated to the client.

21. Governing Law & Entire Agreement

These Terms are governed by the laws of British Columbia and the applicable laws of Canada. The Work Order Confirmation, these Terms, and any written service-specific agreement together form the agreement for the applicable service. If a provision is found unenforceable, the remaining provisions continue to apply to the extent permitted by law.

22. Contact

Cleaning With Love®
PO Box 20096 RPO Fairview, Vancouver, BC V5Z 0C1
(604) 475-5683
www.cleaningwithlove.ca

Thank you for trusting us with your property. We built these policies to keep our service consistent and fair for every client — and we’re always listening, so your feedback genuinely shapes how we improve. We appreciate your support as we continue delivering a boutique level of care and service.