Cleaning Service Policies
– Clear & Fair Terms You Can Trust | Cleanphoria Inc.
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Below are the key rules and terms for our cleaning services.
These policies are designed to ensure transparency, mutual understanding, and to protect the interests of both our clients and our company.
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Cancellation or Rescheduling Policy
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If you need to cancel or reschedule a scheduled cleaning, please let us know as soon as possible.
Timely notice helps us avoid unnecessary costs and allows us to efficiently adjust our team’s schedule.
We require at least 24 hours’ notice before the scheduled cleaning for any cancellations or rescheduling.
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Satisfaction Guarantee
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We take pride in the quality of our work and strive to exceed your expectations.
Our satisfaction guarantee means that if any aspect of the cleaning does not meet your standards, we are ready to make it right.
If you are not satisfied with the results, please let us know within 24 hours after our team’s visit.
We will promptly arrange a free re-cleaning of the problem areas.
Your satisfaction and a perfectly clean home are our top priorities!
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Payment & Tax Policy
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Payment for cleaning services is typically required upon completion of the service.
Unless alternative arrangements have been made in advance, payment must be submitted on the same day the service is rendered.​​
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Taxes
To keep everything clear and transparent, please note that a 5% Goods and Services Tax (GST) will be added to all service totals, as required by Canadian law.
At Cleanphoria, we believe in no surprises — except how sparkling clean your home will be!
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Damage & Liability Policy
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We take great care to perform our cleaning services with attention to detail and respect for your property. However, it is important to outline the scope of our liability in case of unexpected situations:

• Damage caused by our team:
If any of your belongings are accidentally damaged or broken due to the actions of our staff, please notify us as soon as possible (preferably within 24–48 hours after the service).
We will document the incident and offer a resolution, which may include repair, replacement, or reimbursement for the damaged item.

• Liability Insurance:
Our company is fully insured to cover potential property damage. In the event of significant damage caused by our team, compensation will be provided through our insurance company.

• Limitations of Liability:
We are not responsible for damage that occurs due to pre-existing conditions, natural wear and tear, or issues resulting from standard cleaning procedures.​​
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This includes:
• Items that were already damaged, loose, or unstable before our service.
• Fixtures, shelves, or light fittings that were improperly secured and fell upon contact.
• Valuable or fragile items left in precarious positions (e.g., on the edge of surfaces).
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We strongly recommend that clients secure or remove delicate and valuable belongings before our team arrives to prevent accidental damage.
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Important note:
Our cleaners do not move heavy furniture and do not handle hazardous materials (such as construction debris or biohazards).
If the space is excessively cluttered or presents unsafe conditions, we reserve the right to reschedule or cancel the cleaning until these issues are resolved.
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Safety Guidelines:
Our cleaning staff is instructed not to step on surfaces higher than 20 cm (8 inches) off the floor and not to move heavy furniture or large objects to prevent injury and damage.
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We appreciate your understanding and cooperation in ensuring a smooth and safe cleaning experience!
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Pets & Entry Guidelines
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For the safety of our team and to ensure an efficient cleaning process, proper access to your home must be arranged in advance. Please review the following guidelines:

• Home Access:
Please ensure that our cleaners have unrestricted access to your home at the scheduled time.
We recommend that you or a representative be present when our team arrives.
If you won’t be home, please provide a secure way for us to enter (such as a key or door code) in advance.
If we arrive and are unable to access the property, the service may be considered cancelled.

• Security Systems:
If you have a security alarm, please disable it before our visit or provide us with a temporary access code.
This will help prevent false alarms and allow us to complete the cleaning without unnecessary delays.

• Pets:
We love animals and treat them with care, but for safety reasons, we recommend keeping pets in a separate room during the cleaning to ensure they stay comfortable and safe.
This is especially important if they are nervous, territorial, or reactive to unfamiliar people or loud noises (such as vacuum cleaners).
Please note that our cleaners are not responsible for pet stress, accidental escape, or any issues related to pet behavior during our visit.
If your pet has specific needs or sensitivities, kindly inform us in advance so we can accommodate them.
 
• Preparing Your Home:
To help us clean efficiently, please remove personal belongings, toys, clothing, and other items from the floor and open surfaces before our arrival.
We also recommend securing or storing fragile and valuable items to avoid accidental damage.​
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We appreciate your cooperation in ensuring a smooth and successful cleaning experience!
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Minimum Booking Fee
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To ensure we can provide the highest quality service and fairly compensate our team, Cleanphoria has a minimum booking policy:
 
• All cleaning appointments require a minimum of three (3) labour hours.
• This means that either one cleaner works for three hours, or two cleaners work for 1.5 hours each, and so on.
• Even if the cleaning is completed in less time, the minimum charge for three labour hours will apply.
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This helps us maintain fair pricing while delivering the outstanding service you expect.
Thank you for understanding and supporting our hardworking team!
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Client Confidentiality
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We respect your privacy and take confidentiality seriously.
All personal information, home access details, and any sensitive information shared with us will be kept strictly confidential.
• Secure Handling of Personal Data – We do not share, sell, or disclose client information to third parties.
• Discretion & Professionalism – Our staff is trained to respect your privacy and handle your belongings with care.
• Secure Access Management – If you provide keys, door codes, or alarm system details, they will be handled securely and only used for scheduled cleaning services.
Your trust is important to us, and we are committed to protecting your privacy at all times.
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Changes Based on Actual Conditions
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We do our best to give you an accurate quote based on the information you provide.
If we arrive and find that the home needs more time or work than expected, we’ll let you know right away.
Any price or time adjustments will be discussed with you before we continue.
We believe clear communication leads to a better experience for everyone!
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What We Do Not Clean
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While we strive to accommodate all of your cleaning needs, there are certain situations and items that we are unable to clean for safety, health, and insurance reasons.
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Cleanphoria does not clean or handle:
• Hazardous materials (e.g., biohazards, bodily fluids, blood, mold)
• Construction debris or renovation waste, unless a specialized post-construction cleaning service has been booked
• Infested properties (e.g., pests, bed bugs, severe rodent issues)
• High areas that require climbing on ladders or standing on furniture
• Homes that require restoration-level cleaning (such as extreme damage, heavy neglect, or hoarding situations)
• Fire or smoke damage cleanup
If you are unsure whether a particular cleaning task falls within our services, please contact us in advance.
We are happy to clarify and recommend the appropriate service if needed!
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Customer Support and Communication
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At Cleanphoria, your satisfaction is our top priority.
If you have any questions, concerns, or issues related to our policies, we are here to help.
We promise to respond to all inquiries within 24 business hours.
Our goal is to find a fair and timely solution that keeps your experience with Cleanphoria positive and stress-free.
Thank you for trusting us with your home!
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Changes to Our Policies
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At Cleanphoria, we are committed to providing clear, fair, and up-to-date policies.
We reserve the right to modify, update, or amend our policies as needed to reflect changes in our services, business practices, or legal requirements.
Any updates to our policies will be posted on our website.
By continuing to use our services after any changes are made, you agree to the updated terms.
We encourage clients to review our policies periodically to stay informed.
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Thank you for trusting Cleanphoria!