Serving Vancouver, Richmond, Burnaby, Delta, North Vancouver, West Vancouver, Bowen Island and Whistler

Service Terms

To ensure your service runs at utmost smoothness, with our team being punctual, efficient, and well prepared, we have developed some key terms to operate by.

There is no term to this agreement between the client or Cleaning With Love. You may cancel your cleaning service at any time. Cleaning With Love also reserves the right to cancel the service provided at any time.

We strive to provide the most professional cleaning service. All team members are insured and have been thoroughly trained in the proper use of all products and equipment.

SUPPLIES: We will provide a vacuum cleaner, commercial flat-head microfibre mop, color-coded cleaning towels, cleaning solutions and a fresh set of tools. The client should provide a toilet brush and if they prefer to use their own vacuum, the instructions for their use. 

CONDUCT: Our team members will be respectful and will not smoke, eat or drink, while in your home, nor do they watch TV. Their only purpose while in your home is to clean.

PETS ESCAPING FROM THE HOME: We cannot be responsible for pets that “escape” when our team members are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the team members can be on alert when they open doors. Our team members are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.

EQUIPMENT AND SUPPLIES: We provide basic cleaning supplies and equipment including vacuums and cleaning products. If you have a specific product you want used, please call our office or alert your QA so your profile can be notated.

ARRIVAL TIME: Cleanings are scheduled in an order that requires the least amount of drive time for each team. This means the exact time of your cleaning may differ each time. If you require an AM or PM schedule we will make every effort to accommodate your request however no times are guaranteed.

SCHEDULING: Scheduling changes can result in the following:

PRICE CHANGES – The price for your recurring service is based on time between cleanings. We offer the following recurring price categories:

  • Weekly
  • Biweekly
  • Triweekly
  • Every 4 weeks

Rescheduling your cleaning can result in the cost of your service being less than, more than or the same as your last cleaning. Time will be considered for vacations when the home is not occupied.

Example 1: a Bi‐Weekly client who skips a cleaning, creates a four‐week interval between visits and the applicable (higher) monthly rate will apply to the next cleaning.

Example 2: a Bi‐Weekly client who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower) “Weekly” rate for the next 2 cleanings as there will be a one‐week interval between both cleanings.

CLEANING FEE INCREASES: Cleaning With Love reserves the right to re-evaluate rates at any time based on the time required to perform our service to meet the client’s standards. We will monitor the actual cleaning time for the first two months and occasionally thereafter. We will contact you to discuss possible price or service revisions if the cleaning time differs drastically from the original bid. We reserve the right to adjust the estimate after the job is completed.

PAYMENT POLICY: Payment is due in full on the day of the cleaning.

  • Credit Cards. When you agree to leave your credit card on file, you allow us to charge your account balance upon service completion. 
  • Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds/discounts to clients. If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Satisfaction Guarantee.
  • Service fee for returned checks: Checks returned for non‐payment, (insufficient funds, closed account, etc.) will be charged a $30 returned check fee in addition to making good on the payment for services.

LATE CANCELLATION: A late Cancellation fee of $150.00 (for one time/sporadic bookings) and $75 (for fixed schedule bookings) will be charged unless notification of a change has been made at least 2 days prior to the service date and time. All notifications must be made by emailing our office to [email protected] Telling the cleaning team when they are in your home is not considered notification. The $150 charge will be processed on the credit card given to Cleaning With Love previously. 

CHARGES: If it is necessary for you to change, cancel or skip your regular cleaning day, we require minimum 2 days notice by email. If you do not notify our office and upon arrival we cannot enter your home, we will charge a lock out fee of $150 to cover our expenses. 

Our teams’ daily pay is based on homes scheduled. When you skip on short notice or lock out the team, we do not have time to fill in your spot and our teams’ pay is affected. It also can cause scheduling problems with our other clients. Should you at any time require a change or modification of the cleaning detail or instructions, or wish to change the cleaning schedule or frequency, a call to our office is the best way of accomplishing this. The cleaning team is instructed to follow the instructions as they appear on their personalized work order. Specific instructions or requests given to the team cannot be guaranteed from week to week.

SECURITY ALARMS: If your home is equipped with a security system, please insure that it is in the “OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.

ITEMS WE CANNOT CLEAN/DO: We have instructed our team members to leave certain items untouched, such as items personal items, art or areas containing any body fluids or excretions. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note, or call you regarding the problem. We do not clean inside curio cabinets. If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items. Our team members cannot climb higher than a three-step ladder, work on the outside of your home (except sweeping condo patio), move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.

ADDITIONAL OUT OF SCOPE EXAMPLES: 

  • Change Light Bulbs
  • Pest Droppings 
  • Balcony: awning washing/moss removal/concrete and tile washing
  • Barn
  • Clogged toilets and bathtubs
  • Biohazards
  • Cobwebs or dusting above 9 foot ceilings
  • Curtains or cotton window coverings
  • Fireplace
  • Fire/Flood Damage
  • Hanging Light Fixtures 
  • HVAC/Inside vents and heaters
  • Mold and mildew (please call us for a mold remediation specialist)
  • Organize, sort or shred papers and documents
  • Outside windows (except patio sliding doors)
  • Aged window frames
  • Tile grout (shower grout is cleaned, though discoloration of silicone is permanent)

ACCIDENTS: If you have valuables or heirlooms, etc., it would be helpful if they would be put away to avoid accidents. Regrettable and although not common, from time to time, something may be broken. Our personnel are instructed to call our office at once if ANYTHING is broken, and to leave you a note advising you of the accident. In the event an item is damaged or broken, we reserve the option to repair or replace the item at its current monetary value. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc.

Damages we will not cover include, but are not limited to: broken furniture, scratched surfaces (like stainless appliance fronts), defects in property construction/design/trimmings, air conditioning wiring, bird baths, bird houses, chairs, play sets, concrete, dog beds, drainage, fences, fence posts, flower boxes, holiday décor, path lighting, pottery, outdoor curtains, stone pathways, toys, unprotected trees, trampolines, plastic pools or other swimming pools, windows, exposed cables/wires, sprinkler components/lines normally found below the surface of the lawn.

If we are required to move objects to service your property, such as furniture, appliances, toys, clothing, we will not be responsible for damage caused by moving the object from where we need to provide service.

HOLIDAYS: The only holidays observed by our company are New Year’s Day, Christmas Day. Regular cleaning services will be offered all other holidays. Should your regular cleaning fall on these days, our office will contact you approximately 2 weeks prior to the holiday to reschedule your cleaning. If you wish to reschedule a cleaning that falls on another holiday throughout the year, please call the office at least 2 business days in advance to avoid a late cancellation fee.

CLUTTER and GARBAGE: The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Desks that have a large amount of paperwork for instance may not be cleaned. We do not organize papers. We do not throw out anything that is not already in a garbage bin, as we do not assume what is garbage! 

For condos that have garbage in P1, we do not take it down to the garbage room, as they could take exponential time, especially with COVID wait times/maximum of 2 people per elevator. We will leave it sealed at your front door.

For single-family homes, we can bring your garbage to the garage.

PETS and PLANTS: If you have pets, our team members do appreciate it when they are secured and that you pick up after them. We only scoop litter boxes. We do not clean/pickup urine/feces from the floor. Due to the individual care that plants require, we are not able to water or maintain them.

EXTRA WORK: Please call us in advance for special requests, eg:

  • -Post construction cleaning
  • -Inside cupboards 
  • -Inside fridge
  • -Inside oven
  • -Inside windows 
  • -Wipe venetian blinds 
  • -Baseboard/door/wall marks 
  • -Balcony – windows + railing dusting + sweeping 
  • -Laundry – complete laundry onsite/offsite 
  • -Linens – changed bed linens
  • -Garbage – sort garbage, break cardboard, shred paper

…so that we can schedule the time needed to complete these extra tasks. We will provide an email or phone estimate, however, we reserve the right to adjust the quote after the job is completed.

HIRING of Cleaning With Love team members: All of our team members have signed a Non-Compete agreement with Cleaning With Love. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Cleaning With Love or for 2 years following termination of contract, without written approval from Cleaning With Love and a possible placement fee of $2,500.00. You agree not to hire past or present team members of Cleaning With Love for a period of not less than 2 years from the date the team members last worked for Cleaning With Love. A great deal of time and resources are put into hiring our team members and training them. In the event you feel you must hire a team member of Cleaning With Love in spite of this agreement, then a $5,000.00 CAD placement fee is due immediately upon employment of the past/present team members, regardless of whether the employment is regular or on a contract basis.

TIPS: Tips are appreciated by your cleaning team but not required. A recommended tip is 10-15% of your total cleaning fee. Cash tips are preferred but may be added to checks and credit card payments (which you may request via email to [email protected]). Unless you indicate otherwise, tips will be divided evenly among the team members.

QUALITY CONTROL: Our quality control consists of making home inspections (Quality Checks) and phone calls. A supervisor may enter your home during your service at anytime to ensure standards are being followed. They may call you at home or work. We believe that Quality Checks and client communication is the best way to help in exceeding your expectations and to improve our high standards. You may also receive a satisfaction survey. We appreciate your feedback.

SATISFACTION GUARANTEE: We guarantee our work when you book us for our complete service checklist (refer to your Work Order Confirmation for checklist), at our recommended/initial quote. Full service bookings receive Quality Checks by our supervisor before completion walk through with you. 

For one time bookings, we highly recommend being onsite in the beginning and end of service in order to communicate your expectations and for you to sign off at the end. 

If there is a problem or if you are unable to sign off in a final walk through, email [email protected] before 11am the day following your cleaning, (11am Monday for Friday/Saturday/Sunday cleanings) and we will make every effort to correct the problem. We will come back onsite to fix the missed/dissatisfactory area(s). I understand that Cleaning With Love does not refund any portion of a cleaning fee.

For example, if we quote your service should take 10 man hours, and for whatever reason you book less hours, such as a minimal call out of 3 man hours, we do not take responsibility for dissatisfied areas. (In the event you order this “reduced” service, we call it an “Itemized Checklist” where we clean the priorities you request upon arrival, but we cannot guarantee your entire property is cleaned to our 100% standard.)

KEYS: Please make sure your home is accessible to us. Please leave a key to your home in a secure, agreed upon location the day of the cleaning.

OFFICE HOURS: Our office is open Monday through Friday 9:00am to 4:00pm, closed Stat Holidays and Weekends. After hours, a voicemail can be left and we will return it on the next business day.

As a valued client, we thank you in advance for your understanding and respect for these policies. Your cooperation will ensure your experience with our Cleaning Angels to be on the up and up!