Cleaning Service Questions

Terms and Conditions

By May 16, 2020 No Comments

By booking service through our online booking tool or over the phone, you agree to the following Terms and Conditions of Service:


  1. Booking A House Cleaning –  All deep cleans and first-time cleans require a $100 non-refundable deposit to secure service on the schedule. This deposit will be charged to the credit card entered online or given over the phone upon booking and will be applied toward the first service invoice. Deposits can be transferred to a different service day if the reschedule is within 4 weeks and arranged with two full business days’ advance notice. Otherwise, the deposit becomes a cancellation fee; no exceptions.
  2. Deep Clean/First-Time Cleaning Appointment – These cleans are estimates based on what we normally experience. Since we price homes sight unseen, your deep or first-time cleaning appointment could take more or less time than the amount estimated. Should the team require more than the budgeted time, we will be calling you to advise during the service at the number you provided at the time of booking. If additional time is required, but not approved, the team will exit at the original budgeted time and we will advise of the items not completed. However, if the team completes your service in less than the budgeted time estimated, your rate will be adjusted accordingly.
  3.  Recurring House Cleaning Packages – Your recurring service (after the first cleaning visit) is flat-rated at a reduced rate based on the frequency, the details, and the rooms selected. If a flat rate service is regularly rescheduled, we reserve the right to deny discounted flat rates as the discounts are established based on the consistency and frequency of service. Anything additional, including the cleaning of rooms not originally quoted needs to be arranged before the service with the office as additional fees will apply.  If the team is instructed to skip an area that is included in the flat rate, the rate will not be reduced.
  4. Payment: Payment is due at the time services are rendered and will be charged to the credit card we have on file for you upon the completion of the service. All billing inquiries should be made to the office and not to the team onsite.
  5. Cancellation & Re-scheduling – A minimum of TWO FULL business days’ notice (we are closed on the weekends and stat holidays) is required to cancel or skip scheduled service. Less than two full business days’ notice is considered a Late Cancellation and a fee of $100 will apply. Same-day cancellations will be billed at 100% of the scheduled service price. Re-scheduling will be subject to availability.
  6. Lock Out Policy – If for any reason the team cannot access the home on the day of the scheduled service, it will be considered a Lockout. Lockouts will be billed at 100% of the scheduled service price.
  7. Rate Changes: We reserve the right to evaluate rates at any time. In this event, our office will contact you in advance to discuss this.
  8. Services Not Offered – Vapour Clean services offered do not include dishes, laundry, bedsheet changing, garbage removal, full wall washing, and outdoor spaces/garages. We do not offer post-renovation/construction cleaning (drywall dust, debris, paint splatters) and move-in/out cleaning services at this time.  If we arrive and are unable to clean our same-day cancellation fee applies.
  9. Health & Safety – Vapour Clean reserves the right to refuse service if a customer’s home poses a Health and Safety risk to our staff. The team does not and will not clean materials deemed bio-hazardous. Bio-hazardous materials include but are not limited to: human and/or animal blood, human and/or animal body fluids such as feces, vomit, and urine; pet litter boxes, black or toxic mold, bedbug or rodent activity, insect infestations, used contraceptives or hypodermic needles. To prevent back injury, we also ask that cleaning staff not be asked to move or lift heavy furniture. We only move furniture that is reasonable and must have foot protection.
  10. Workplace Harassment Policy – Vapour Clean is committed to providing a safe and respectful workplace environment that is free from harassment, discrimination, and any form of inappropriate conduct. Repeated, unwelcome, and aggressive behavior intended to intimidate, humiliate, or harm an individual emotionally will not be tolerated.
  11. Before Our Visit – To give you the greatest value possible, we ask you to take a few minutes before our visit to put away clothing, toys, and other personal items. If we can’t see your baseboards, we won’t be able to clean them.
  12. Parking – The client is responsible for ensuring that free parking is readily available for the Vapour Clean employee upon arrival at the client’s residence and for the entire duration of the services being provided.
  13. Additional Work – We are always pleased to assist you with your additional cleaning requests.  Simply contact us 48 hours before your next appointment so that we may schedule additional time to complete the extra tasks. Additional charges will apply.
  14. Quality Control – We want you to be consistently happy with our work, and for that reason, we want to keep tabs on how you feel we are doing.  For this reason, we send out a quick email survey after each cleaning service appointment. We monitor comments through this tool, as well as calculate quality scores for our teams. We are human, so at times we may make mistakes and miss things. Please notify us within 24 hours if, for any reason, you are displeased with the quality of the service you received, and we will return and fix it for you. In addition, we welcome any suggestions you may have to help us improve the quality of our house cleaning services. We do not offer refunds for services rendered.

Welcome to Vapour Clean, we look forward to a long and vibrant relationship with you!


Author Admin

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