1) Acceptance of these terms
By accessing this website or requesting/booking services through stmaryscleaning.ca, you agree to these Terms of Service. If you do not agree, do not use the website or book services.
If we provide a written agreement for a specific job (for example, a commercial service agreement), that written agreement will control for that job if it conflicts with these Terms.
Entire agreement: These Terms, together with our Privacy Policy and any written agreement we provide for a specific job, form the entire agreement between you and St. Marys Cleaning regarding the website and services.
Severability: If any provision of these Terms is found unenforceable, the remaining provisions will remain in effect.
2) Services and scope
A) What we provide
St. Marys Cleaning provides residential and commercial cleaning services, including task-only visits where available. Service availability depends on schedule, location, and job scope.
B) Scope confirmation
The scope for each visit is confirmed based on your request form submission and our follow-up confirmation (rooms, tasks, add-ons, timing expectations, access notes, pets, etc.).
C) Reasonable results
Cleaning improves appearance and hygiene, but we cannot guarantee removal of permanent stains, wear, damage, or conditions caused by prior neglect.
D) Supplies, utilities, and special instructions
Unless agreed otherwise, we bring standard cleaning supplies and equipment. You agree to provide reasonable access to water and electricity at the property. If you have allergies, sensitivities, specific surface requirements, “no‑chemical” rules, or product restrictions, you must tell us in advance so we can confirm whether we can accommodate them.
E) Documentation (photos)
For quality control and to document service concerns or damage claims, we may take limited “before/after” photos of areas cleaned. We avoid capturing personal items or identifying information where reasonably possible. Any such photos are used only for service operations and handled in accordance with our Privacy Policy.
3) Pricing, estimates, and taxes
A) Time-based pricing
Unless a flat-rate is agreed in writing, labour is billed by time at the rate shown on the website and confirmed with you. Our standard rate is $35 per hour per cleaner with a 2-hour minimum per visit (labour before tax).
B) Online estimates
Estimates shown on the Request a Cleaning form are non-binding and based on typical homes/businesses. Actual time may vary depending on condition, layout, occupancy, and changes to scope.
C) Taxes
Amounts are quoted before tax. We are not currently charging HST. If required in the future, HST (13%) will be added to invoices in accordance with Ontario and Canadian tax rules.
4) Booking and scheduling
- Submitting a request is not a confirmed booking until we confirm availability and scope.
- We may provide an arrival window. We aim to respect your window but delays can occur due to route or job timing.
- For recurring service, timing can shift around holidays, weather, or schedule changes. We communicate changes when possible.
5) Access, pets, and safety
A) Access
You are responsible for providing access as agreed (keys, lockbox, building entry instructions, codes, parking info). If access instructions change, you must inform us before the visit.
B) Pets
If you have pets, you must share any rules (gates, crates, doors to keep closed). We follow your instructions, but you remain responsible for pet containment and safety.
C) Safety & hazards
You must disclose known hazards (broken glass, unstable stairs, mould, pests, biohazard risk, aggressive animals, etc.). We may refuse or stop work if conditions are unsafe.
D) Keys, lockboxes, and access devices
If you provide keys, lockbox codes, fobs, or entry codes, you are responsible for ensuring they work at the scheduled time and for updating us if they change. We are not responsible for delays or inability to access the property due to building policies, concierge restrictions, malfunctioning locks, or incorrect access instructions.
E) Right to refuse or stop service
We may refuse to start or may stop work if conditions are unsafe, if the scope is materially different from what was requested/confirmed, or if we encounter excluded work (for example, biohazard, severe pest infestation, or hazardous materials). In such cases, the minimum visit charge may apply if we have arrived on site or started work.
6) Cancellations and rescheduling
We understand plans change. Please give as much notice as possible so we can offer the time slot to another customer.
- Rescheduling: we will try to offer the next available slot.
- Late cancellation: cancellations or rescheduling with less than 48 hours notice may be charged a cancellation fee equal to our minimum visit charge (currently 2 hours per scheduled cleaner at the hourly rate confirmed for your booking), plus applicable taxes.
- No access / no show: if we cannot access the property at the confirmed time (including incorrect entry codes, lockbox issues, or no one available where required), the same minimum visit charge may apply because time was reserved and travel may have occurred.
- Repeated last-minute changes: we may require prepayment for future bookings.
7) Service limitations and exclusions
For safety and legal compliance, some work is excluded or requires special arrangements.
- Excluded: biohazard, sewage, mould remediation, hazardous waste, heavy construction/renovation debris.
- Heights: we do not perform work at unsafe heights or where special equipment is required beyond normal household step-stool use.
- Fragile/high-value items: please store fragile or high-value items safely. If you want a specific item cleaned, tell us directly.
8) Breakage, damage, and claims
A) Reporting
If something is damaged during service, notify us as soon as possible (preferably within 48 hours) with photos where available.
B) Limits
We are not responsible for pre-existing damage, normal wear, poor installation, defective surfaces/materials, or items that are fragile by nature.
C) Limitation of liability
To the maximum extent permitted by law, our total liability for any claim related to a visit or service is limited to the amount you paid for the specific visit in question. We are not liable for any indirect, incidental, special, or consequential damages (for example, lost profits, business interruption, or loss of use), even if advised of the possibility.
9) Payments and invoices
- Payment terms are confirmed during booking (typical expectation: payment due on the day of service after completion).
- Invoices may show time, rate, scope notes, and taxes.
- Commercial/recurring clients may have separate written billing schedules.
D) Late payments and chargebacks
If payment is not received when due, we may pause future bookings until the balance is paid. If a payment is reversed or disputed through a chargeback, you agree to contact us first so we can review the invoice and resolve the issue. We may re-issue the invoice and require an alternative payment method for future services.
10) Service concerns
If you have a concern about quality or scope, contact us promptly so we can review it. Where appropriate, we may offer a re-clean of missed areas within a reasonable time window. Because services are time-based and performed on-site, refunds are not guaranteed and depend on circumstances.
Nothing in these Terms limits any consumer rights that may apply under Ontario law.
11) Website use
- You agree not to misuse the website (spam, interference, unauthorized access attempts).
- Website content (text, branding, design) may not be copied without permission.
- Third-party links (social media, anti-spam, etc.) are provided for convenience.
12) Privacy
Our collection and handling of personal information is described in our Privacy Policy.
13) Governing law
These Terms are governed by the laws of Ontario and the applicable laws of Canada.
14) Changes to these terms
We may update these Terms from time to time. The “Last updated” date above will be revised when changes are made.
15) Contact
If you have any questions about these Terms of Service, contact us at:
St. Marys Cleaning
Email:
info@stmaryscleaning.ca
Website: stmaryscleaning.ca