TERMS AND CONDITIONS OF SERVICE
Arbutus Cleaners Inc.

1. AGREEMENT TO TERMS

These Terms and Conditions (the "Agreement") govern the provision of cleaning services by Arbutus Cleaners Inc. ("Arbutus Cleaners," "we," "us," or "our") to the client ("you" or "the Customer"). By scheduling and using our services, you agree to be bound by this Agreement. If you do not agree to these terms, you should not use our services.

2. SERVICES PROVIDED

Arbutus Cleaners provides professional cleaning services, including but not limited to:

  • Residential cleaning

  • Deep cleaning

  • Post-construction cleaning

  • Move-in/move-out cleaning

  • Specialized cleaning upon request

Services will be performed as outlined in your service agreement or quotation.

3. SCHEDULING & CANCELLATIONS

  • Customers receive a 72-hour email reminder and a 48-hour text reminder before service.

  • Customers must provide at least 48 hours’ notice for rescheduling or cancellation.

  • Cancellations made within 24 hours result in a full-service charge.

  • Employees must notify management if a customer repeatedly cancels or reschedules services.

  • Scheduled Time: Employees are expected to arrive within a 30-minute window of the scheduled appointment time.

4. CLEANING-DAY HOME PREPARATION

  • Customers should declutter surfaces, clear floors, and remove dishes from sinks before service.

  • If excessive preparation is needed before cleaning can begin, the service time may be adjusted, and additional charges may apply.

5. EXTRA CLEANING TASKS

  • Employees should only perform tasks listed in the cleaning agreement.

  • Requests for additional tasks must be approved by management in advance.

  • Clients must notify the office if they wish to add services, and pricing will be adjusted accordingly.

6. SHOWERS AND TUBS

  • Heavy soap scum, calcium buildup, and mildew may require multiple cleanings.

  • Mold embedded in grout may not be fully removable through standard cleaning methods.

  • Customers are encouraged to use proper ventilation and periodic deep cleaning to maintain shower and tub conditions.

7. DUSTING & HEIGHT LIMITS

  • Dusting includes reachable surfaces; excessive clutter may limit effectiveness.

  • Some airborne dust may resettle after cleaning.

  • Height Limits: Employees will only dust areas reachable with a 2-step ladder or extension pole. Items requiring additional securing or handling will not be cleaned.

8. 100% SATISFACTION GUARANTEE

If you are dissatisfied with any area we have cleaned, please notify us within 24 hours of service completion. We will return within two business days to re-clean the specified area at no additional charge. This is your sole remedy for dissatisfaction. No further re-performance of services will be provided beyond this.

9. INSURANCE & LIABILITY

  • Arbutus Cleaners maintains liability insurance coverage of up to $2,000,000 and covers all employees under Worker’s Compensation.

  • Customers are responsible for carrying adequate insurance coverage for any property damage, personal liability, or medical expenses not covered under our policy.

  • We are not responsible for pre-existing damages, wear and tear, or improperly installed items.

10. CLIENT RESPONSIBILITIES

To ensure efficient cleaning, the Customer agrees to:

  • Provide access to the property at the scheduled time.

  • Remove excessive clutter or notify us in advance if additional time is needed.

  • Secure valuables and fragile items before our team arrives.

  • Ensure pets are secured to prevent escape or injury.

  • Maintain a safe and healthy work environment.

11. DAMAGE REPORTING & LIABILITY

  • Any accidental damage must be reported to management within 24 hours.

  • Employees will take before and after photos of high-risk areas to document conditions.

  • The company will assess claims and determine liability based on policy coverage.

  • Employees must not attempt to repair damages without management approval.

12. SECURITY ALARMS & PROPERTY ACCESS

  • Customers must provide secure access via key, lockbox, or direct entry.

  • If your home has a security system, please ensure it is deactivated or provide us with necessary codes before our arrival.

  • Arbutus Cleaners is not responsible for false alarm fees due to incorrect codes or failure to deactivate alarms before the appointment.

  • If a cleaner accidentally triggers an alarm, they will attempt to contact the client immediately.

13. PRIVACY POLICY

  • We respect customer privacy and will only collect, use, and store personal information for service-related purposes.

  • Personal data will never be sold or shared with third parties without explicit consent.

  • Employees must keep all client information confidential and only use it as necessary to complete their duties.

14. NON-SOLICITATION OF EMPLOYEES

  • You agree not to solicit, hire, or contract any current or former Arbutus Cleaners employees for cleaning services outside of our company for a period of one year following your last service with us.

  • Breaching this term will result in a referral fee of $3,000.

  • Employees are prohibited from accepting direct work from clients outside of employment with Arbutus Cleaners.

15. LIMITATION OF LIABILITY

  • Arbutus Cleaners’ maximum liability for any damages, loss, or injury related to services shall not exceed:

    • The fees paid for the specific service in question.

    • The amount recovered under applicable insurance policies.

  • We are not responsible for indirect, consequential, or special damages, including lost profits or loss of opportunity.

  • We are not liable for damages resulting from pre-existing conditions or improper maintenance of the property.

16. PAYMENT TERMS

  • Payment is due upon service completion.

  • Accepted payment methods: credit card, e-transfer, or check.

  • A $45 fee will apply for returned checks.

  • Late payments past 15 days will incur a 1.5% monthly interest charge (19.56% per annum).

17. MINIMUM SERVICE TIME

  • The minimum cleaning appointment duration is one hour, regardless of task completion.

  • Customers requesting less than one hour of work will still be billed for the full hour.

18. TIME-CAPPED SERVICES

  • Clients who choose to limit cleaning time may have incomplete areas.

  • The 100% Satisfaction Guarantee does not apply if the requested time was insufficient for proper cleaning.

19. AUDITS & QUALITY CONTROL

  • Supervisors will conduct random inspections to ensure high standards.

  • Employees may take before and after photos for training and performance documentation.

  • Employees must notify management if a customer declines photo documentation.

20. INSECT & INFESTATION POLICY

  • If an infestation of ants, bedbugs, cockroaches, or other pests is detected, service may be refused.

  • Employees should immediately notify management if they encounter an infestation.

21. GOVERNING LAW

  • These terms shall be governed by the laws of the Province of British Columbia, Canada.

  • Any disputes shall be resolved in the courts located therein.

22. CONTACT INFORMATION

For questions or concerns about these Terms & Conditions, please contact us:
📧 Email: admin@arbutuscleaners.ca
📞 Phone: 250-228-0218


By booking and using our services, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.