Hygiene Heaven Cleaning
These Terms & Conditions govern the provision of cleaning services by Hygiene Heaven Cleaning (“Company,” “we,” “us,” or “our”) to any individual, household, business, property manager, landlord, tenant, or other person or organization receiving our services (“Client,” “you,” or “your”).
By requesting, booking, scheduling, or using our cleaning services, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.
1. Definitions
For the purposes of these Terms & Conditions:
“Company” means Hygiene Heaven Cleaning.
“Client” means the individual, business, organization, property owner, tenant, property manager, landlord, or other party requesting or receiving Services.
“Services” means any cleaning or related services provided by the Company, including residential, commercial, recurring, deep cleaning, move-in, move-out, Airbnb/short-term rental, post-construction, renovation, and other cleaning services agreed upon between the Company and Client.
“Cleaning Visit” means a scheduled visit to the Client’s Property for the purpose of providing Services.
“Property” means the residential, commercial, rental, office, or other premises where Services are provided.
“Add-On Services” means additional cleaning tasks requested by the Client beyond the standard scope of the selected cleaning service.
2. Acceptance of Terms
2.1. These Terms & Conditions form part of the agreement between the Company and the Client.
2.2. Booking or requesting Services by telephone, email, website form, text message, online booking system, social media, or any other communication method constitutes acceptance of these Terms & Conditions.
2.3. Unless otherwise agreed in writing, these Terms & Conditions apply to all Services provided by the Company.
2.4. Any changes to these Terms & Conditions must be agreed to in writing by the Company.
2.5. If a separate written agreement, quotation, service agreement, or Scope of Work has been provided and signed by both parties, the specific written agreement will govern where its terms conflict with these Terms & Conditions.
3. Booking and Scheduling
3.1. All bookings are subject to availability.
3.2. A requested appointment is not considered confirmed until the Company has confirmed the booking.
3.3. The Company will make reasonable efforts to arrive within the scheduled service window. Exact arrival times may vary due to traffic, weather, previous appointments, access issues, emergencies, or other circumstances beyond the Company’s reasonable control.
3.4. The Company may assign different cleaners or cleaning teams to a Client’s Property when reasonably necessary.
3.5. The Company does not guarantee that the same cleaner or cleaning team will attend every recurring appointment.
3.6. Estimated cleaning times are estimates only and are not guaranteed completion times.
4. Selected Services, Add-Ons and Scope of Work
4.1. When booking a cleaning service, the Client selects the type of cleaning required, such as:
- Standard Cleaning
- Deep Cleaning
- Move-In Cleaning
- Move-Out Cleaning
- Airbnb & Short-Term Rental Cleaning
- Commercial Cleaning
- Post-Construction Cleaning
- Post-Renovation Cleaning
- Other Services offered by the Company
4.2. The Client may also request additional Add-On Services, including but not limited to:
- Inside Refrigerator Cleaning
- Inside Oven Cleaning
- Inside Cabinet Cleaning
- Interior Window Cleaning
- Baseboard Cleaning
- Other requested cleaning services
4.3. The total service time, pricing, staffing requirements, and cleaner schedule are determined based on the selected service, Property information, and all requested Add-On Services.
4.4. Once the appointment details and Scope of Work have been confirmed by the Client, the Company reserves the necessary time, resources, equipment, and staff availability specifically for that appointment.
4.5. The Client is responsible for reviewing all selected Services and Add-On Services before finalizing the booking and should ensure that the booking accurately reflects their cleaning requirements.
4.6. Not every cleaning service includes the same tasks. The Client should review the applicable service description, quotation, checklist, or Scope of Work before the Cleaning Visit.
5. Service Changes, Add-Ons and Cancellation Policy
5.1. Once the Service scope has been confirmed, requests to change the selected Services, remove previously requested Add-On Services, reduce the scheduled cleaning time, or cancel the appointment may not be accepted.
5.2. The Company will make reasonable efforts to accommodate requested changes when sufficient advance notice is provided and when scheduling availability allows.
5.3. Last-minute changes or cancellations may not be accepted, particularly on the day of the scheduled service or after the cleaning team has arrived at the Property.
5.4. Once the cleaning team has arrived at the Property, the Client may not be able to reduce the scheduled service time, remove previously confirmed Add-On Services, or cancel the appointment without applicable charges.
5.5. Last-minute changes and cancellations can significantly affect the Company’s scheduling, cleaner availability, staffing, and other Clients’ appointments.
5.6. For this reason, the Client is required to provide sufficient advance notice for any requested changes, rescheduling, or cancellation in accordance with the applicable cancellation policy.
5.7. The Company reserves the right to charge applicable cancellation, rescheduling, lockout, or other fees where permitted by law and communicated to the Client.
5.8. Customers are encouraged to carefully review and confirm all requested Services and Add-On Services before finalizing their booking.
6. Service Estimates and Pricing
6.1. Quotes and estimates are based on information provided by the Client and may be affected by the actual condition, size, layout, accessibility, and cleanliness of the Property.
6.2. An estimate of cleaning time is not a guarantee of the actual time required.
6.3. The actual price may change if the condition of the Property differs materially from the information provided during booking.
6.4. Factors that may affect pricing include:
- Property size
- Number of rooms
- Number of bathrooms
- Level of dirt and buildup
- Grease or heavy residue
- Pet hair
- Excessive clutter
- Neglected areas
- Post-construction debris
- Renovation residue
- Additional requested tasks
- Accessibility
- Special cleaning requirements
6.5. Any significant change to the agreed Scope of Work may result in a revised quotation.
6.6. Additional Services requested by the Client may be charged separately.
6.7. Applicable taxes and other legally required charges may be added to the quoted price.
7. Minimum Service Requirements
7.1. The Company may establish minimum booking requirements, minimum service charges, or minimum service durations.
7.2. Any applicable minimum charge will be communicated to the Client before the Service is confirmed.
8. Client Responsibilities
The Client agrees to:
8.1. Provide accurate information regarding the Property and the Services required.
8.2. Provide safe and reasonable access to the Property.
8.3. Inform the Company of any unusual conditions, hazards, fragile surfaces, valuable items, pets, or special cleaning requirements before the Cleaning Visit.
8.4. Remove or secure cash, jewelry, important documents, collectibles, antiques, irreplaceable items, and other valuables.
8.5. Ensure that children and pets are kept away from areas where cleaning products or equipment are being used.
8.6. Provide appropriate access to water, electricity, and other basic utilities reasonably required to perform the Services.
8.7. Ensure that the Property is reasonably accessible and safe for the cleaner.
8.8. Notify the Company of any building rules, parking restrictions, security procedures, elevator requirements, access codes, or other relevant restrictions.
9. Access to the Property
9.1. The Client is responsible for ensuring that the cleaner can access the Property at the scheduled time.
9.2. If keys, access codes, lockboxes, key cards, or other access methods are provided, they must be functional and accurate.
9.3. If the cleaner cannot access the Property because of incorrect keys, codes, locked doors, security restrictions, or the Client’s failure to provide access, the Company may charge a cancellation, lockout, or missed-appointment fee.
9.4. The Company is not responsible for delays caused by inaccessible areas of the Property.
9.5. If the Company must wait for access, reasonable waiting time may be chargeable.
10. Keys, Access Codes and Security
10.1. The Company will take reasonable care when handling keys, access cards, and other access devices provided by the Client.
10.2. The Client must provide accurate instructions regarding keys, alarms, security systems, and access procedures.
10.3. The Client is responsible for ensuring that the Company has appropriate authorization to enter the Property.
10.4. If a key, access card, alarm code, or other access device does not function properly, the Client may be responsible for resulting costs or delays.
11. Cleaning Products and Equipment
11.1. Unless otherwise agreed, the Company may provide its own cleaning products and equipment.
11.2. If the Client requests that the Company use Client-provided products or equipment, such products and equipment must be safe, functional, and suitable for their intended use.
11.3. The Client must provide clear instructions for any equipment or cleaning products that require special handling.
11.4. The Company is not responsible for damage or unsatisfactory results caused by defective, unsuitable, unsafe, or improperly supplied Client-provided products or equipment.
11.5. The Company may refuse to use a product or piece of equipment that it reasonably believes may create a safety risk or cause damage.
12. Property Condition
12.1. The Client acknowledges that cleaning results depend partly on the existing condition of the Property.
12.2. Certain stains, discoloration, odors, burns, scratches, buildup, hard-water deposits, grease, mold-related staining, or other conditions may not be completely removable through ordinary cleaning.
12.3. The Company does not guarantee the complete removal of permanent, old, deeply embedded, or chemically altered stains.
12.4. The Company is not responsible for damage or deterioration that existed before the Cleaning Visit.
12.5. The Company may notify the Client if a particular surface appears unsafe to clean.
13. Fragile, Valuable and Special Items
13.1. Clients should remove or secure fragile, valuable, sentimental, antique, or irreplaceable items before the Cleaning Visit.
13.2. The Company may decline to clean an item if it appears excessively fragile, unstable, damaged, improperly installed, or unsuitable for ordinary cleaning.
13.3. The Company is not responsible for damage resulting from pre-existing defects, improper installation, structural weakness, normal wear and tear, or deterioration.
14. Pets
14.1. The Client is responsible for controlling and supervising pets during the Cleaning Visit.
14.2. Pets must not interfere with the cleaner’s ability to safely perform the Services.
14.3. The Client must inform the Company in advance about aggressive, reactive, or potentially dangerous animals.
14.4. The Company may stop or refuse a Cleaning Visit if an animal presents a reasonable safety concern.
15. Children and Other Occupants
15.1. Children and other occupants should remain away from areas being actively cleaned where reasonably necessary for safety.
15.2. The Client remains responsible for supervising children and other occupants while Services are being performed.
15.3. The Company is not responsible for incidents arising from a Client’s failure to maintain reasonable supervision or control of occupants.
16. Final Inspection and Service Confirmation
16.1. Upon completion of the Cleaning Visit, the Client is responsible for conducting a final inspection of the Property while the Company’s cleaning team is present.
16.2. The Client will have the opportunity to review the completed Services and identify any concerns regarding areas included within the agreed Scope of Work.
16.3. Where reasonably possible, the Company will address any concerns identified by the Client before the cleaning team leaves the Property.
16.4. Once the Client has completed the final inspection and confirms that the Services have been reviewed and accepted, the appointment will be considered completed and accepted.
16.5. The Client’s confirmation and acceptance of the completed Services means that the Client has had a reasonable opportunity to inspect the work and identify any visible concerns at the time of completion.
16.6. Hygiene Heaven Cleaning will not be responsible for new dirt, changes, damage, alterations, or other conditions that arise or occur after the Client’s confirmation and acceptance of the completed Services.
16.7. This section does not limit any rights, remedies, or protections that cannot legally be excluded or limited under applicable law.
17. Cancellation and Rescheduling
17.1. The Client should provide at least 24 hours’ notice when cancelling or rescheduling a Cleaning Visit, unless otherwise agreed in writing.
17.2. Cancellations or rescheduling requests made with less than 24 hours’ notice may be subject to a cancellation fee or the scheduled service charge, where permitted by law.
17.3. A missed appointment caused by failure to provide access may be treated as a cancellation or lockout.
17.4. If the Client needs to change the date or time of a Cleaning Visit, the Company will make reasonable efforts to accommodate the request, subject to availability.
17.5. The Company cannot guarantee that the original cleaner, team, time, or appointment slot will be available after rescheduling.
18. Refunds
18.1. Refund eligibility depends on the circumstances of the booking and the Services provided.
18.2. Once Services have been completed, the Client should first contact the Company regarding any dissatisfaction and provide the Company with a reasonable opportunity to inspect or re-clean the affected area.
18.3. Refunds are not automatically provided solely because a Client is dissatisfied with a cleaning result.
18.4. Nothing in these Terms & Conditions is intended to limit any refund, cancellation, or other rights that cannot legally be excluded under applicable law.
19. Satisfaction Guarantee and Re-Cleaning
19.1. The Company aims to provide a high-quality cleaning service.
19.2. If the Client believes that an area included within the agreed Scope of Work was not adequately cleaned, the Client should notify the Company while the cleaners are still present on-site.
19.3. The Company may request photographs, details, or reasonable access to inspect the affected area.
19.4. Where appropriate, the Company may offer a reasonable re-cleaning of the affected area while the cleaners are still present on-site.
19.5. The re-cleaning guarantee does not apply to:
- Areas outside the agreed Scope of Work
- New dirt or damage occurring after the Cleaning Visit
- Pre-existing damage
- Permanent stains
- Normal wear and tear
- Conditions that cannot reasonably be corrected through ordinary cleaning
- Issues caused by Client-provided products or equipment
19.6. Re-cleaning is generally limited to the specific areas reasonably identified in the complaint.
20. Damage Claims
20.1. The Client must notify the Company as soon as reasonably possible if they believe that Property or belongings have been damaged during a Cleaning Visit.
20.2. The Company may request photographs, receipts, proof of ownership, repair estimates, or other reasonable documentation.
20.3. The Company will investigate claims in good faith.
20.4. The Company is not responsible for:
- Pre-existing damage
- Normal wear and tear
- Defective or improperly installed items
- Structurally weak surfaces
- Items that were already damaged or unstable
- Damage caused by Client-provided equipment or products
- Damage resulting from conditions not disclosed by the Client
- New damage or conditions occurring after the Client’s final inspection and acceptance, except where otherwise required by law
20.5. Any liability of the Company is subject to applicable law and any applicable insurance coverage.
20.6. The Company does not guarantee replacement with an identical item where an identical item is unavailable.
20.7. Nothing in this section excludes or limits liability that cannot legally be excluded or limited under applicable law.
21. Unsafe or Hazardous Conditions
The Company reserves the right to refuse, stop, or reschedule Services if the Property contains conditions that may reasonably create a health or safety risk, including:
- Hazardous chemicals
- Biohazardous materials
- Needles or sharps
- Excessive animal or human waste
- Active pest infestations
- Dangerous animals
- Unsafe structural conditions
- Exposed electrical hazards
- Construction hazards
- Asbestos or suspected asbestos
- Unidentified hazardous substances
- Severe hoarding or unsafe clutter
- Lack of basic utilities where required
- Any other condition reasonably considered unsafe
The Client may be responsible for charges resulting from a cancelled or interrupted visit where the unsafe condition was not disclosed in advance.
22. Services Not Included
Unless specifically agreed in writing, the Company does not provide hazardous-material removal, asbestos removal, biohazard remediation, pest control, mold remediation, construction work, repairs, painting, plumbing, electrical work, or other specialized remediation services.
23. Post-Construction and Renovation Cleaning
23.1. Post-construction and renovation cleaning may require substantially more time than routine residential or commercial cleaning.
23.2. The Property should be safe and reasonably ready for cleaning before the Company arrives.
23.3. Large construction debris, hazardous materials, sharp objects, heavy materials, or specialized construction waste may be excluded from the Service.
23.4. Removal of paint, adhesive, grout, cement, construction residue, or other difficult materials is not guaranteed unless specifically included in the agreed Scope of Work.
23.5. The Company is not responsible for damage to newly installed, improperly cured, improperly sealed, or otherwise unsuitable surfaces.
24. Move-In and Move-Out Cleaning
24.1. Move-In and Move-Out cleaning is intended to clean accessible areas of the Property according to the agreed Scope of Work.
24.2. The Company does not guarantee that a landlord, property manager, purchaser, tenant, or other third party will consider the Property satisfactory for inspection or handover.
24.3. Existing damage, permanent stains, wear and tear, and defects are outside the normal scope of cleaning.
25. Airbnb and Short-Term Rental Cleaning
25.1. The Client is responsible for providing accurate check-in, check-out, and access information.
25.2. The Property must be accessible at the agreed service time.
25.3. Linen changes, laundry, bed-making, restocking, inventory management, and other turnover services are included only when specifically agreed.
25.4. The Company is not responsible for damage caused by guests or other third parties.
25.5. Additional cleaning resulting from unusually excessive mess, spills, bodily fluids, excessive trash, or other conditions outside the agreed scope may result in additional charges.
26. Commercial Cleaning
26.1. Commercial Clients may be required to enter into a separate written Service Agreement or Scope of Work.
26.2. Commercial Services may include specific requirements relating to:
- Access
- Security
- Keys and access cards
- Alarm systems
- Building regulations
- Parking
- Elevator access
- Cleaning schedules
- Invoicing
- Service frequency
- Additional work
- Termination notice
26.3. Where a separate Commercial Service Agreement exists, that agreement will govern any specific commercial terms that differ from these Terms & Conditions.
27. Recurring Services
27.1. Recurring Services may be scheduled weekly, biweekly, monthly, or according to another agreed frequency.
27.2. Recurring appointments remain subject to availability.
27.3. Pricing for recurring Services may be reviewed periodically based on changes in scope, Property condition, labour costs, operating costs, or other reasonable business circumstances.
27.4. The Client should provide reasonable notice when requesting a long-term pause, cancellation, or change to recurring Services.
28. Commercial Invoices and Late Payments
28.1. Commercial Clients who receive invoices must pay by the due date stated on the invoice or Service Agreement.
28.2. The Company may suspend Services where an account becomes overdue.
28.3. Any interest, administrative fees, collection costs, or other charges will only be applied to the extent permitted by applicable law and any applicable written agreement.
29. Delays and Rescheduling by the Company
29.1. The Company will make reasonable efforts to attend appointments as scheduled.
29.2. Circumstances outside the Company’s reasonable control may result in delays or rescheduling, including:
- Severe weather
- Traffic
- Emergencies
- Transportation problems
- Equipment failure
- Building access issues
- Utility interruptions
- Staff illness
- Government restrictions
- Other unforeseen circumstances
29.3. Where reasonably possible, the Company will notify the Client of significant delays or changes.
30. Third Parties at the Property
30.1. The presence of other people, contractors, tenants, guests, employees, or third parties may affect the Company’s ability to complete the Services.
30.2. The Company is not responsible for delays, incomplete work, or interference caused by third parties.
30.3. The Client remains responsible for coordinating access and activities at the Property.
31. Non-Solicitation
31.1. Where permitted by applicable law, the Client agrees not to directly hire, engage, or solicit a cleaner introduced to the Client through Hygiene Heaven Cleaning for services outside the Company during the applicable service relationship and for a reasonable period thereafter.
31.2. Any restriction under this section will be interpreted only to the extent permitted by applicable law.
31.3. This section does not prevent any person from exercising rights that cannot legally be restricted.
32. Website Use
32.1. Information published on the Company’s website is provided for general informational purposes.
32.2. The Company makes reasonable efforts to keep website information accurate but does not guarantee that all website content is complete, current, or error-free.
32.3. Service availability, pricing, descriptions, promotions, and other website information may change without notice.
32.4. Unauthorized copying, reproduction, distribution, or commercial use of the Company’s website content, branding, images, graphics, or written material is prohibited unless authorized by the Company or permitted by law.
33. Privacy
33.1. The Company may collect and use personal information necessary to provide Services, communicate with Clients, process bookings, process payments, maintain records, and operate its business.
33.2. Personal information will be handled in accordance with the Company’s Privacy Policy and applicable privacy laws.
33.3. Clients should review the Company’s Privacy Policy for information regarding the collection, use, disclosure, retention, and protection of personal information.
34. Electronic Communications
34.1. The Client agrees that the Company may communicate with the Client electronically regarding bookings, appointments, invoices, service updates, complaints, and other matters related to the Services.
34.2. Marketing communications will be handled in accordance with applicable law and consent requirements.
35. Force Majeure
The Company will not be responsible for failure or delay in performing Services caused by circumstances beyond its reasonable control, including natural disasters, severe weather, government restrictions, emergencies, power outages, transportation disruptions, labour disruptions, or other unforeseen events, to the extent permitted by applicable law.
36. Limitation of Liability
36.1. To the maximum extent permitted by applicable law, the Company will not be responsible for indirect, incidental, special, consequential, or economic losses arising from the provision or inability to provide Services.
36.2. The Company will not be responsible for losses caused by circumstances outside its reasonable control.
36.3. The Company will not be responsible for pre-existing damage, defects, improper installation, deterioration, or conditions not disclosed by the Client.
36.4. Nothing in these Terms & Conditions excludes or limits liability where such exclusion or limitation is prohibited by applicable law.
37. Insurance
37.1. The Company maintains insurance coverage appropriate to its business operations where applicable.
37.2. Any insurance claim will be handled in accordance with the applicable insurance policy, policy limits, exclusions, deductibles, and applicable law.
37.3. The existence of insurance does not guarantee that every claim or type of loss will be covered.
38. Complaints and Dispute Resolution
38.1. The Company encourages Clients to contact us promptly if they have concerns about the Services.
38.2. The Company will make reasonable efforts to investigate and resolve legitimate complaints.
38.3. Clients should provide sufficient information to allow the Company to investigate the issue.
38.4. Where appropriate, the Company may offer re-cleaning or another reasonable resolution while the cleaners are still present on-site.
38.5. Nothing in these Terms & Conditions prevents a Client from exercising any rights available under applicable law.
39. Changes to These Terms
39.1. The Company may update or amend these Terms & Conditions from time to time.
39.2. The latest version will be published on the Company’s website.
39.3. Material changes will be handled in accordance with applicable law.
39.4. The “Last Updated” date at the top of this page will identify the most recent version.
40. Governing Law
These Terms & Conditions are governed by the laws of the Province of Ontario and the applicable laws of Canada.
Any dispute will be subject to the applicable courts, tribunals, and dispute-resolution mechanisms having jurisdiction in Ontario, subject to any mandatory rights available to the Client under applicable law.
41. Severability
If any provision of these Terms & Conditions is determined to be invalid, unlawful, or unenforceable, that provision will be interpreted or limited to the minimum extent necessary, and the remaining provisions will continue to apply to the extent permitted by law.
42. No Waiver
A failure by the Company to enforce any provision of these Terms & Conditions on one occasion does not constitute a waiver of the Company’s right to enforce that provision in the future.
43. Entire Agreement
These Terms & Conditions, together with any applicable quotation, booking confirmation, Scope of Work, Service Agreement, or other written agreement between the Company and Client, constitute the agreement relating to the Services.
44. Contact Information
Hygiene Heaven Cleaning
Website: www.HygieneHeaven.ca
Email: info@hygieneheaven.ca
Phone: +13656543222
Business Address: 29 Northern Heights Dr, Richmond Hill, ON L4B 4L8, Canada
For questions regarding these Terms & Conditions or your booking, please contact Hygiene Heaven Cleaning using the contact information above.