Terms and Conditions

Vapour Clean –  Service Terms and Conditions

By booking a service with Vapour Clean, you agree to our terms and conditions, which are designed to ensure a smooth and professional experience for every client.

Hours of Operation

We operate Monday to Friday from 10:00 a.m. to 6:00 p.m. We remain closed on Saturday,  Sunday, and Statutory Holidays.

Cleaning Supplies

We provide all cleaning supplies and equipment for every service, maintaining them daily for top hygiene standards. Our team uses extended dusters, fresh microfiber cloths, and paper towels on toilet surfaces—discarded after each use. Separate brushes are designated for each kitchen and bathroom to prevent cross-contamination. We also use Dyson vacuums equipped with soft bristle brushes for a thorough yet gentle clean on all floor types. Additionally, our non-abrasive tools and specialized products are carefully selected for leather, stainless steel, and natural stone. Scent-free options are available upon request.

Online Pricing

Pricing are based on the size, number of rooms, and condition of your home, so providing accurate details helps us plan effectively. If it turns out that your home is larger or in a more challenging condition than described, we may need to adjust the price to reflect the additional work required. Should you choose not to approve the updated price, our team will still complete as much as possible within the scheduled appointment, but the satisfaction guarantee will no longer apply.

Booking Deposit For Move-In/Full House Deep Cleaning with Team 

New clients booking a full house move-in cleaning or a deep cleaning with our team are required to pay a 30% deposit of the quoted service total to secure their appointment. Our scheduling staff will contact you by phone. This deposit can be paid either by e-transfer to info@vapourclean.ca using the same name provided at booking, or to the credit card on file with your consent.

Deposits may be transferred one time only if:

1. The request to reschedule is received by Vapour Clean at least five (5) business days prior to the originally scheduled service date.
2. The new service date falls within four (4) weeks of the original booking;
3. Availability exists on the requested rescheduled date.

We understand that unexpected situations can arise. However, your deposit reserves your preferred date and time exclusively for you, and we often turn down other paying customers to keep that appointment available. If any of these conditions are not met, your deposit will be forfeited and applied as a cancellation fee.

Custom Deep Clean Buyouts

To book a deep cleaning buyout, a valid credit card must be saved securely on file. Your card will not be charged at the time of booking. Payment is due in full upon completion of the service. We understand schedules change; however, because we reserve this entire block of time exclusively for you, cancellations or rescheduling requests must be made at least 48 hours in advance. Cancellations made inside the 48-hour window will be charged a fee equal to 50% of the scheduled service rate ($140 for half-day / $280 for full-day).

Cleaning Limitations and Realistic Expectations

Vapour Clean always strives to deliver excellent cleaning results; however, some surfaces and pre-existing conditions may limit what can be achieved. Hard water scale and calcium buildup on glass, faucets, and tiles will be treated to the best of our ability, but complete removal cannot be guaranteed, as long-term deposits can etch or damage surfaces. Similarly, grease on cabinets, stove hoods, cooktops, and carbon buildup inside ovens will be reduced as much as possible, but full removal cannot be ensured.

Other areas may also retain permanent marks despite our efforts, including discoloration between shower grout lines or mold underneath chalking, hardwood floors stained by previous product misuse, unfinished wood furniture or butcher block counters, mdf cabinets, and stains on carpet or upholstery. Erosion, etching, rust, scratches, or chips cannot be reversed by cleaning. Therefore, realistic expectations are essential, as we are professional cleaners, not renovators or restorers.

Health & Safety Policy

Vapour Clean will refuse service if a home poses a health or safety risk to our staff. In addition, the team does not clean materials considered biohazardous. For example, biohazardous materials include human or animal blood, body fluids such as feces, vomit, or urine, pet litter boxes, black or toxic mold, sewage/blackwater, bed bug or rodent activity, insect infestations, and used contraceptives or hypodermic needles.

To prevent back injuries, do not ask our staff to lift heavy furniture unless it can be easily moved with one hand while vacuuming. If you want us to clean behind beds or furniture against the wall, please move these items before your appointment. The team only cleans areas that are easily accessible, so if you want us to clean behind large kitchen appliances such as the fridge or oven, please pull them out beforehand. Please refrain from smoking cigarettes or marijuana inside the home while our staff is present.

Additional Services At An Extra Charge

We offer additional services with advance approval, including inside fridge or oven cleaning, cleaning behind major appliances, reachable window cleaning and track detailing, extra scrubbing in bathrooms, inside pantry cleaning, inside cabinet and drawer cleaning, light organization and decluttering, linen changing, and etc. To add extra work, contact us at least 72 hours before your appointment. Additional charges will apply.

Service Exclusions 

Our services do not include post-renovation or construction cleaning, biohazard cleaning, nicotine removal,  hoarding situations, or odour remediation. In addition, we do not perform tasks that require specialized equipment, involve safety risks, or fall outside the scope of our services. For example, we do not clean dishes, laundry, or remove garbage. Likewise, full wall or ceiling washing, cleaning inside laundry machines, taking apart chandeliers, window screens, outdoor spaces or garages, soot fireplaces, washing unsealed concrete floors, unclogging sinks, toilets or bathtubs, and carpet cleaning is not included.

Arrival Times

We cannot guarantee exact arrival times, except for the first appointments of the day. Delays may still occur due to traffic, weather, or other circumstances beyond our control, and we always notify clients if any significant delays arise.

Parking 

The client is responsible for ensuring that free parking is available for the Vapour Clean team upon arrival and for the entire duration of the service. In addition, during the winter months, we ask that major access ways, including driveways and walkways, are cleared and salted to allow safe entry and exit for our staff.

Breakage & Damage Policy

Our teams follow a strict procedure to report any breakage or damage to the office immediately, so we can pass all necessary information on to the client as quickly as possible. If we accidentally break or damage your property during cleaning and it has not been reported on the day of service, you must submit a report within 48 hours. To submit a report, send an email to info@vapourclean.ca with the following details:

• What item was damaged.

• The fair market value of the damaged item.

• Photos showing the damage.

If a report is not submitted within 48 hours of the service date, we cannot process a claim and will be unable to repair, replace, or refund for the damage.

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.