TERMS AND CONDITIONS
MAPLE AND MARBLE CLEANING, also referred to onwards as “Company” or “we”, “us”, reserves the right to make amendments to these terms and conditions for our cleaning service in Ottawa or outside Ottawa without giving prior notice. By requesting service from MAPLE AND MARBLE CLEANING, the client accepts the terms and conditions below and agrees to abide by them. Please carefully read these terms and conditions.
REFUNDS
Our services are personalized to each customer; therefore, Maple and Marble Cleaning does not offer refunds. However, please contact us within 24 hours after the booking start time if you have any complaints about your cleaning service. We do not offer refunds, but we will offer you a free re-clean if we are notified within 24 hours of the initial cleaning. Customers must list, with pictures, areas of the home that were missed during the initial cleaning. Any areas not listed within 24 hours of the initial cleaning will not be honored in the re-clean. Customers may not add a new service to the re-clean without reaching our minimum new service requirement. Our free re-cleans will take place within 24 to 48 hours, and the customer must be available to grant access to the cleaners.
RECEIPTS AFTER CLEANING
All receipts are automatically sent once the payment is successful. If customers do not receive a receipt automatically, they are required to request one from Maple and Marble Cleaning for manual generation. Receipts will only be sent to the email used during booking. If the email isn’t entered correctly, the receipt will not be received.
GIFT CARDS
Gift cards can be redeemed for cleaning services but are not refundable or redeemable for cash. To use a gift card, please go to our booking page and enter your unique gift card code. Any remaining balance can also be used on a future service.
NO TERMS OR CONTRACT
There is no term to this agreement between the client and Maple and Marble Cleaning. You may cancel your recurring or one-time cleaning service up to 24 hours before the scheduled booking. Maple and Marble Cleaning also reserves the right to cancel any service at any time. However, there is a cancellation fee of $79 for cancelled bookings under 24 hours prior to the booking date. Any appointments rescheduled can only be cancelled for a $79 cancellation fee or rescheduled again to a suitable date.
MOVE-OUT CLEANING
Customers who use our move-out cleaning plan agree that their homes are empty and free of clutter. Maple and Marble Cleaning does not remove pet odours from homes. If your home is empty and requires removal of pet odours, please contact a specialist. Maple and Marble Cleaning reserves the right to revert customers to a regular or deep cleaning price plan if the home is still occupied upon our arrival. These include items inside fridges, cabinets, etc. Move-out cleaning is priced for homes that are empty. Extra charges will be applied when these tasks are added.
HOURLY SERVICE
All hourly services are billed by the hour at the current rate set by Maple and Marble Cleaning at the time of booking. Customers may not change their booking type after the service has begun without notice to Maple and Marble Cleaning. The company does not offer custom price booking. Services may only be: Standard Cleaning, Deep Cleaning, Move-Out Cleaning, Hourly Cleaning, Organization, or Home Concierge. All cleaning adjustments must be approved by Maple and Marble Cleaning via email, text, or phone.
If the customer is present during an hourly clean, it is their responsibility to terminate the service at the end of the booked time. Extra time will be billed accordingly. For customers not present, Maple and Marble Cleaning will notify when cleaning is complete.
CLEANING APPROVALS
Customers may confirm cleaning satisfaction by voice, email, or text message. Once approval is received, Maple and Marble Cleaning reserves the right to deny any re-clean requests. Complaints must be made within 24 hours of the initial clean.
TEAMS
Our cleaners work in teams of one or more, depending on job size. While we aim to keep the same team assigned, factors like illness or scheduling may result in changes.
CONDUCT
Our cleaners will remain professional and will not perform unrelated tasks. Maple and Marble Cleaning is not a specialist service for grout, tile, or renovation cleaning.
PETS
Neither Maple and Marble Cleaning nor its cleaners are responsible for pets that escape when entering/exiting your home. Please advise us in advance if your pet roams freely.
EQUIPMENT AND SUPPLIES
We provide our own cleaning supplies. Clients must provide a vacuum and mop to prevent cross-contamination between homes.
ARRIVAL TIME
Your scheduled cleaning time includes a +/- 2-hour arrival window. Delays beyond that will be communicated.
SCHEDULING
Changes to scheduling may alter pricing depending on service frequency:
Weekly: Once a week
Bi-Weekly: Every 2 weeks
Monthly: Every 4 weeks
Skipping a cleaning may increase your rate; adding an extra cleaning may reduce it temporarily.
CLEANING FEE ADJUSTMENTS
Maple and Marble Cleaning may re-evaluate rates if additional time or effort is required. Customers must disclose the true condition of their home prior to booking. Prices are reviewed periodically to stay competitive.
WORKING AT HEIGHTS
Maple and Marble Cleaning does not perform cleaning above 2 ladder rungs for safety reasons.
PAYMENT POLICY
Payment is due in full at the time of booking. Accepted methods: credit cards (Visa, Mastercard, AMEX) and e-transfer. Cash payments are not accepted unless pre-approved.
LATE CANCELLATION / RESCHEDULING / LOCKOUTS
Late cancellations within 24 hours incur a $79 fee. Rescheduling is free if done more than 24 hours before the service. Lockouts or inaccessible homes incur a $79 fee (plus travel for out-of-city).
ACCIDENTS & THEFT
Clients are responsible for securing valuables. Any damages or breakages must be reported within 24 hours. Maple and Marble Cleaning may repair or replace damaged items when appropriate.
HOLIDAYS
Observed holidays: New Year’s Day, Canada Day, Labour Day, Thanksgiving, Christmas Eve, and Christmas Day. Cleanings on those days will be rescheduled.
CLUTTER
Clients are encouraged to minimize clutter before cleaning. Maple and Marble Cleaning cleaners may organize cluttered spaces as needed but cannot guarantee full access to all areas.
LAUNDRY SERVICE
Customers requesting laundry service agree that Maple and Marble Cleaning is not responsible for damages to washers, dryers, or garments.
HEALTH & SAFETY
Maple and Marble Cleaning reserves the right to refuse unsafe jobs.
QUALITY CONTROL
Supervisors may inspect your home after a clean to maintain service quality. Feedback surveys may be sent to clients.
STAIN REMOVAL
We will do our best to remove stains; however, some long-term or set-in stains may not be fully removable.
BEFORE & AFTER PHOTOS
Maple and Marble Cleaning may take before-and-after photos for quality assurance and marketing. Locations and personal identifiers will never be disclosed.
WALL CLEANING
Wall washing may cause minor damage depending on the paint type and condition. Maple and Marble Cleaning reserves the right to refuse wall cleaning based on safety or feasibility.
HOARDING
If hoarding conditions exist, Maple and Marble Cleaning will convert the job to hourly service at $60/hour per cleaner.
EXTRA WORK
Extra tasks (garage cleaning, fridge interiors, etc.) must be pre-booked. Quotes may be adjusted after completion.
ITEMS WE CANNOT CLEAN
We do not clean body fluids, litter boxes, or pest-infested areas. Cleaners will skip these areas for health reasons.
HIRING OF A MAPLE AND MARBLE CLEANING TEAM
Clients may not hire our cleaners directly for two years after termination without paying a placement fee equal to 20% of the team member’s annual pay.
TIPS
Tips are appreciated but not required. Recommended: 15–20%. Tips can be left in cash or added to your payment.
BEHIND APPLIANCES
Cleaning behind appliances applies only to move-out services. Appliances must be moved prior to arrival.
PERSONAL INFORMATION
Calls with Maple and Marble Cleaning may be recorded for training and quality purposes. We do not share personal information without consent.
OFFICE HOURS
Monday–Sunday, 8:00 AM–5:00 PM. After-hours support is available via email.
INSURED
Maple and Marble Cleaning carries insurance for all cleaning services provided.
DISCLAIMER OF WARRANTIES
The service and software are provided “as is.” Maple and Marble Cleaning disclaims all warranties, express or implied, including merchantability and fitness for a particular purpose. Use of the service is at your own risk.
LIMITATION OF LIABILITY
In no event shall Maple and Marble Cleaning’s liability exceed the amounts paid in the six months preceding the incident. We are not liable for indirect, incidental, or consequential damages.
GOVERNING LAW & ARBITRATION
These Terms are governed by the laws of Ontario. Any disputes shall be settled by binding arbitration in Ottawa, Ontario.
GENERAL
This Agreement constitutes the entire understanding between you and Maple and Marble Cleaning. No waiver or modification is valid unless in writing.
OTHER PARTIES
You agree not to bring personal claims against Maple and Marble Cleaning’s owners, employees, or agents. The limitations in this Agreement protect all affiliated persons and entities.
TERMINATION
The Company reserves the right to modify, suspend, or terminate any service for any reason. We will use good faith efforts to contact you before termination.
ACCEPTANCE
By visiting our website or booking a service, you agree to these Terms and Conditions.