Terms of Service

Welcome to The Ottawa Cleaners. By booking our residential, commercial, deep, or post-construction cleaning services, you agree to comply with and be bound by the following Terms of Service. Please review these terms carefully.

1. Acceptance of Terms

By accessing our website and scheduling our cleaning services, you signify your agreement to these Terms of Service. If you do not agree to these terms, you should not utilize our website or cleaning solutions. These terms govern the relationship between The Ottawa Cleaners (the service provider) and you (the client).

2. Services & Scope of Work

We provide professional cleaning services for private homes, apartments, commercial offices, Airbnb listings, and post-renovation properties. The exact scope of work is determined during booking (e.g. standard checklist vs deep clean checklist). Any additions or changes to the cleaning checklist must be requested in writing or via telephone support prior to the cleaning team’s arrival.

3. Bookings, Billing & Payments

• Flat-Rate Quotes: All quotes are estimated flat-rates based on the details you provide (bedrooms, bathrooms, square footage). We reserve the right to adjust rates if the property condition differs significantly from the description.
• Payment Terms: Invoices are sent upon completion of the cleaning service. Payments must be processed through credit card, secure online transaction, or bank transfer within the timeframe specified on the invoice.

4. Rescheduling & Cancellation Policy

We understand that schedules change. To manage our team routes efficiently, we require the following notification periods:

• More than 24 hours: You may cancel or reschedule your cleaning appointment for free without any fees.
• Less than 24 hours: Cancellations or reschedules made less than 24 hours prior to the scheduled start time will incur a $40 administrative cancellation fee.
• Lockouts: If our cleaning staff arrives and is unable to access the property (no keys, locked out), the cancellation fee will apply.

5. 100% Satisfaction Guarantee & Re-clean Policy

We take pride in our quality of work. If you are not satisfied with any specific area cleaned, please notify us within 24 hours of the service completion. We will send a team back to inspect and re-clean the specific area at no additional cost. We do not offer cash refunds; our guarantee is fulfilled through re-cleaning.

6. Customer Responsibilities

To ensure a successful and safe cleaning service, the client agrees to:

• Provide access to the property at the scheduled time (keys, codes, or on-site presence).
• Provide functioning electricity and running hot/cold water for the cleaning team.
• Secure all valuable items, cash, jewelry, and delicate collectibles.
• Keep pets in a secure area to prevent interference or stress during the cleaning session.

7. Liability & Damage Procedures

The Ottawa Cleaners is a fully bonded and insured cleaning company covered by liability insurance and WSIB Ontario. In the rare event of damage or breakage:

• Vetted staff will report the damage immediately.
• The client must report any claims of damage or missing items within 24 hours of the cleaning completion.
• Our liability is limited to the cost of repair or replacement of the damaged item, up to a maximum limit set by our insurance policies. We are not liable for pre-existing wear and tear, loose fixtures, or improperly hung shelves/paintings.

8. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of the Province of Ontario, Canada. Any dispute arising under these terms shall be subject to the exclusive jurisdiction of the provincial courts located in Ottawa, Ontario.

9. Contact Us

If you have any questions, clarifications, or complaints regarding these Terms of Service, you may contact us:

The Ottawa Cleaners
📍 171 Rue de Liverpool, Gatineau, QC J9J 4G8
📞 Phone: +1-613-261-2358
✉️ Email: [email protected]