TERMS AND CONDITIONS OF SERVICE

Effective date: April 26, 2026 · Last updated: October 19, 2026

By booking or receiving services from Fresh & Flawless Cleaning Ltd (“we”, “us”, or “our”), you agree to the Terms and Conditions outlined below. These Terms form a binding agreement between Fresh & Flawless Cleaning Ltd and the client (“you” or “your”) and apply to all services provided.

SERVICE AGREEMENT

Using our services confirms your acceptance of these Terms and Conditions. These Terms govern the rights and responsibilities of both parties for any cleaning service provided by Fresh & Flawless Cleaning Ltd.

We reserve the right to update or amend these Terms at any time. The most current version will be published online and will apply to all future services once posted.

SCOPE OF SERVICES

Fresh & Flawless Cleaning Ltd provides residential and vacation rental cleaning services. The scope of services will be based on the service type selected at the time of booking and outlined in your confirmation details.

Service types offered:

Standard Cleaning – General home maintenance cleaning to maintain cleanliness and hygiene.
Deep Cleaning – A more detailed and thorough cleaning service that includes additional tasks beyond a Standard Clean.
Moving Cleaning – A comprehensive cleaning performed when a property is vacant and transitioning between occupants.
Vacation Rental Cleaning – Cleaning and turnover services for short-term rental properties, including laundering and resetting linens and supplies as outlined at booking.
Commercial Cleaning – Recurring cleaning for offices, clinics, studios and other workspaces, as outlined in your service agreement.
Add-ons – Inside oven, inside fridge, interior windows and carpet cleaning. Carpet cleaning covers rooms and landings only; stairs are not included.

We reserve the right to refuse service or discontinue service where conditions are unsafe, unsanitary, or outside the scope of the service booked.

If the condition of the home requires a higher-level service than booked, we may upgrade the service type and adjust pricing accordingly.

CLIENT RESPONSIBILITIES

To ensure a successful service, it is your responsibility to:

Provide safe, uninterrupted access to the property at the scheduled service time. Ensure all surfaces, floors, and work areas are reasonably free of clutter prior to our arrival.

Excess clutter limits our ability to clean thoroughly and may result in reduced cleaning quality. If cleaners must declutter or reorganize items to access surfaces, additional time will be billed or certain areas may be skipped.

Ensure utilities such as electricity, water, heating, and adequate lighting are available during the service.

Secure pets for the safety of our cleaners and your pets. We do not clean litter boxes, urine, feces, vomit, or animal waste.

Inform us of any hazards, sensitivities, breakables, or items requiring special care. Provide accurate and up-to-date access instructions. A $50 lockout fee applies if we cannot enter the home due to client-related access issues.

Ensure the property is in a safe and sanitary condition for cleaners to perform work. Disclose any active infestations (including pests, fleas, rodents, bed bugs, etc.) prior to the service. Undisclosed infestations will result in immediate service refusal and applicable fees.

Disclose any contagious illness in the home. Service may be rescheduled, and cancellation fees may be waived at our discretion.

For Moving Cleanings, the property must be vacant prior to service unless otherwise agreed in writing or proper compensation is agreed upon in writing.

For Vacation Rental Cleanings, provide clear instructions for linen storage, restocking, staging, and any property-specific requirements.

For client-provided cleaning products or equipment, Fresh & Flawless Cleaning Ltd is not responsible for damage or ineffective results caused by such products or equipment.

Failure to meet the above responsibilities may result in service refusal, rescheduling fees, or additional charges if extra time or work is required outside the original service scope.

ACCESS TO PROPERTY

You must provide safe and timely access to the property at the scheduled time. If access is not possible and no prior notice is given, a $50 lockout fee will apply.

If a security system is present, ensure it is disarmed prior to service or that appropriate access codes are provided in advance.

KEYS AND ACCESS CODES

Keys, lockbox codes and alarm codes are stored securely, shared only with the cleaner assigned to your home, and returned or deleted when your service ends. Keys are never labelled with your address.

SCHEDULING, CANCELLATIONS AND RESCHEDULING

Please give at least 48 hours’ notice to cancel or reschedule a service. Cancellations or changes with less than 48 hours’ notice are subject to a $50 cancellation fee.

Where a cancellation is due to sudden illness or contagious symptoms, the cancellation fee may be waived at our discretion.

We reserve the right to cancel or suspend service if access, utilities, safety conditions, third-party interference, or other factors prevent us from completing the service.

RECURRING SERVICE

Recurring pricing applies while you keep your chosen schedule (weekly, bi-weekly or monthly). There is no contract. To skip a visit, or to pause or cancel your plan, please give us at least 48 hours’ notice before your next scheduled clean. If more than 6 weeks pass between cleans, your next visit may need extra time and may be billed at our one-time rate. If a scheduled clean falls on a statutory holiday, we will contact you to reschedule, within the same week where possible.

WEATHER AND EVENTS OUTSIDE OUR CONTROL

We may reschedule without penalty when weather, road conditions, power outages or emergencies make travel or cleaning unsafe. We will contact you as early as possible.

MINIMUM SERVICE CHARGE

All services are subject to a one-hour minimum charge.

QUALITY GUARANTEE AND RE-CLEANS

If you are unsatisfied with a completed service, a request for a re-clean must be made within 48 hours of the service start time. A re-clean will be scheduled within 48 to 72 hours.

Re-cleans apply only to areas originally included and completed in the service booked.

Re-cleans are excluded where:

Incorrect service type was booked for the condition of the home
Heavy build-up, neglect, hoarding, infestation, or construction debris is present
Additional tasks or new areas are requested
Client responsibilities were not met
Client was present and approved service completion

CONDUCT AND SAFETY

We maintain a safe work environment for all cleaners and staff. We reserve the right to refuse, cancel, or discontinue service where:

Harassment, abusive conduct, or unsafe conditions exist
Cleaners are asked to perform work outside the agreed scope
Conditions pose a health or safety risk

We do not perform specialized trade tasks such as electrical, plumbing, renovation, grout removal, mold remediation, or any service requiring specialized certification.

EQUIPMENT AND SUPPLIES

We supply our own cleaning products and equipment. If you request the use of your own products or equipment, we are not liable for damage or poor results caused by those products or equipment.

We clean surfaces that can be safely reached from a step stool, up to about 8 feet (2.4 metres). We do not use ladders, clean above that height, or move heavy furniture.

PETS

Pets must be secured for the duration of the service. We are not responsible for pets escaping during entry or exit of the property. We do not clean pet waste, litter boxes, or any bodily fluids.

LIABILITY AND DAMAGES

Fresh & Flawless Cleaning Ltd carries general liability insurance.

Our liability for any damage caused during service is limited to a maximum of $500 per incident, unless otherwise required by law.

We are not liable for:

Pre-existing damage or defects
Items not properly secured or mounted
Fragile or sentimental items, heirlooms, or irreplaceable valuables
Damage resulting from client-supplied products or equipment
Minor non-permanent marks, scratches, or wear consistent with cleaning

Damages must be reported before the cleaners leave the property or within 24 hours of service completion. After this time, we cannot verify the cause and may be unable to accept responsibility.

PARKING

The client must ensure parking is available for the cleaner at the time of service. If free on-site or street parking is unavailable, a $20 parking fee will be added to the final invoice to cover parking expenses. If paid parking costs exceed this amount, the actual cost may be applied to the invoice.

FEES, BILLING AND LATE PAYMENTS

Payment is due upon service completion unless otherwise agreed in writing.

Accepted payment methods are outlined at booking. If payment is not received within seven (7) days of service completion, a one-time $35 late fee will apply.

Rates and pricing are subject to change with notice. We may adjust pricing if service needs, time requirements, property conditions, or client expectations change.

PROMOTIONS

Promotional codes such as NEW10 (10% off your first home clean) are for new clients only, are limited to one per household, and cannot be combined with other offers.

GIFT CARDS

Gift cards do not expire and carry no fees. They can be used toward any of our cleaning services and cannot be exchanged for cash.

NON-SOLICITATION OF CLEANERS

You agree not to hire, contract, solicit, or engage any cleaner introduced to you by Fresh & Flawless Cleaning Ltd for a period of two (2) years from the last date that individual provided service.

If this clause is breached, a placement fee equal to 20 percent of the cleaner’s anticipated annual earnings is due immediately.

PHOTOGRAPHY, PRIVACY AND RECORDS

Quality assurance. Our cleaners may take before-and-after photos during each service for quality control, training, documentation and proof of service. If a concern is raised about a clean, these photos may be shared with you to help resolve it.

Marketing. We may also use photos of cleaned areas, such as a kitchen, bathroom or oven, on our website, social media and advertising to show our work. Marketing photos will never show people, pets, your address or house number, vehicles or licence plates, family photos, mail, documents, or anything else that could identify you or your home. We will not name you or tag your location without your written permission.

Your choice. You can opt out of marketing photos at any time by letting us know when you book, adding a note to your booking, or emailing info@freshandflawlesscleaning.ca. If you opt out, photos will be taken for quality assurance only and will never be used publicly. If you ask us to remove a photo we have already published, we will take it down from our website and social media within 7 business days.

Storage. Quality-assurance photos are stored securely, accessed only by our team, and deleted after 12 months unless they are needed to resolve a dispute.

Records. Phone calls may be recorded for training and quality purposes. We handle all personal information in line with British Columbia’s Personal Information Protection Act (PIPA) and our Privacy Policy.

GOVERNING LAW

These Terms and Conditions are governed by the laws of the Province of British Columbia.

GENERAL

If any part of these Terms is found to be invalid, the rest remains in effect. Questions about these Terms can be sent to info@freshandflawlesscleaning.ca or 250-661-0059.