Terms of Service

Terms and Conditions of Service

By booking online with Pure Cleaning Victoria, you agree to comply with and be bound by the following terms & conditions of service. 

Booking, Confirmation and Appointment Details

Service Request: When you request our services, you are agreeing to the terms and conditions specified herein.

Confirmation: Booking a service does not guarantee an immediate spot. You will receive confirmation via email or phone call/text to confirm your appointment once finalized in our system.

Appointment Arrival Window: Cleaning appointment arrivals are scheduled for a certain time, however specific times are not guaranteed due to the nature of this business. We generally arrive no later than 30 minutes after the window start-time, with a reasonable arrival window allowance of 1-hour from the scheduled start time. While we strive to adhere to the schedule, slight delays might occur due to unforeseen circumstances. We will always reach out by phone or text if we are running behind schedule. 

Right to Refuse Service: We reserve the right to deny or terminate service in the event of inappropriate conduct, inaccessible or disconnected necessary utilities (electricity, running water), safety concerns, excessively cluttered or unsanitary beyond reasonable conditions, dangerous appurtenances present (weapons, live wires). Our cleaners may refuse service on the spot, and a cancellation fee will apply

Safety and Service Limitations: In order to ensure safe working conditions and appropriate boundaries for our cleaners:

  • We do not handle mold removal or areas containing bodily fluids or excretions
  • Our cleaners do not handle or lift in excess of 50 pounds - if you would like areas cleaned behind/under heavy furniture, please have it moved in time for your scheduled appointment
  • Our cleaners do not climb higher than a 6 foot step ladder and do not perform work outside the home
  • We are unable to service hoarding homes (this is a specialized service we do not provide)

Rescheduling and Cancellation Policy

Notice Period: A minimum of 24 hours' notice is required for cancellations or rescheduling to avoid a fee. 

Fees: Cancellations made within 24 hours of the scheduled appointment are subject to a cancellation fee of $50, and re-scheduled appointments a fee of $25. 

Payment and Pricing

Payment Timing and Methods: Payments must be made on the day of cleaning, at the conclusion of the service. Accepted methods of payment are E-transfer, check, or credit card.

Service Fees: While we provide instant prices based on our experience and information provided on the client booking form, prices may be adjusted based on the actual condition of the home. If the condition deviates significantly from what is represented on the booking form, we will contact you to discuss the adjustments. We reserve the right to re-evaluate service fees at any time; If we are unable to establish contact within 60 minutes of the scheduled start of the appointment window, the cancellation ($50) or rescheduling ($25) fee will be charged.

Refunds and Touch-ups: If you are dissatisfied with our service, please contact us within 24 hours of the job completion. We will address your concerns promptly, and come up with a solution via partial refund or re-clean/touchup, to reach a solution to the satisfaction of both parties. 

Rate Increases: Client rates may be adjusted based on changes in service frequency, home situation, or other factors. An annual increase of no more than 5% may be applied to recurring clients’ regular service. 

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Customer Responsibilities

Access: Clients must ensure the cleaning team has access to the property at the scheduled time, with provision of keys/instructions to enter the home. If locked out, every effort will be made to contact you. Failure to grant access within 60 minutes of the scheduled appointment arrival time will result in a $50 late cancellation fee.

If your home has a security system, kindly provide the necessary codes and instructions for use during the cleaning.

Cleaning Preparation: We request that you pick up clutter and do some light tidying to allow our cleaners easy access to the areas/surfaces to be cleaned (floors, countertops, tables, shelves). If you prefer our cleaners to handle these tasks, please notify the office in advance for a fee adjustment.

Cleaning Supplies: We provide the necessary cleaning equipment and products to complete the scope of work as described in our services. If you prefer specific products, kindly inform us in advance, and have them ready and available when our cleaners arrive

Pets: While we work around pets, clients are responsible for their pets' behavior. Aggressive pets may result in service refusal.

Breakage/Damage & Loss Policy: While rare, breakage or damage may occur. We carry insurance for damage or breakage caused by our cleaners. 

Please report any damage or breakage noticed within 24 hours after the completion of our cleaning service. We cannot be held responsible for any claims made after this period.

We are not liable for damage or breakage of items that are inherently fragile, valuable, irreplaceable, or improperly secured. Such items include, but are not limited to, cash, jewelry, art, antiques, and improperly installed fixtures.

We are not responsible for any damage resulting from pre-existing wear and tear, improper installation, or poor craftsmanship.

Holidays: The following holidays will be observed - we will not schedule cleans on these days. If your recurring visits happen to fall on these days, we will work with you to pick a suitable alternate time.

  • New Year's Day - January 1
  • Good Friday - Date varies (observed on the Friday before Easter Sunday)
  • Easter Monday - Date varies (Monday after Easter Sunday)
  • Victoria Day - The last Monday on or before May 24 (celebrated on May 24 if it is not a Monday)
  • Canada Day - July 1
  • Labour Day - The first Monday in September
  • Thanksgiving Day - The second Monday in October
  • Remembrance Day - November 11 (Note: It is not a statutory holiday in BC, but it is a recognized national holiday)
  • Christmas Eve - December 24
  • Christmas Day - December 25
  • Boxing Day - December 26

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Governing Law

These terms and conditions are governed by the laws of the province of British Columbia, Canada, without regard to conflict of law principles.

By booking our services, you acknowledge that you have read, understood, and agree to abide by these Terms and Conditions of Service. 

We continually strive to improve our services. If you have suggestions, please let us know. Pure Cleaning Victoria reserves the right to update or modify these terms at any time without prior notice.

For any questions or concerns regarding these terms, please contact us at:

Pure Cleaning Victoria Inc.

Phone: +1(778) 402-1413

Email: info@purecleaningvictoria.com

Last updated on [01-19-2024]