Terms and Conditions

1. Our Cleaning Services

J&J House Cleaning provides trained residential cleaning professionals for services that may include:

• Regular home cleaning
• Recurring maid service
• Deep cleaning
• Move-in and move-out cleaning
• Condo and apartment cleaning
• Luxury home cleaning
• Post-renovation cleaning after contractors have completed their work
• Other cleaning services specifically listed in an approved quotation

The exact services included in each appointment will be described in the written quotation or cleaning checklist approved by the customer.

Our cleaning professionals do not provide childcare, elder care, nursing, cooking, pet care, security services, property management or other domestic services unless specifically agreed to in writing.

2. Trained Cleaning Professionals

Our cleaning professionals receive training relating to our cleaning methods, equipment, products, customer service expectations and workplace safety.

A reference to "trained" does not mean that every team member holds an external certification or licence unless we specifically state that they do.

Our cleaning professionals work under the direction of J&J House Cleaning. Customers may provide reasonable instructions relating to their property and the approved cleaning scope, but they must not require our team members to perform unsafe work or work outside the approved quotation.

3. Service Requests Are Not Bookings

Submitting a website form, calling, emailing or otherwise contacting us only creates a request for service.

A service request:

• Does not automatically schedule a site visit;
• Does not create a confirmed cleaning appointment;
• Does not guarantee that we will accept the requested work;
• Does not guarantee availability on a requested date; and
• Does not create an obligation for the customer to accept our quotation.

We will review the request and contact the customer to discuss availability and determine whether a site visit is appropriate.

A site visit or cleaning appointment is confirmed only when J&J House Cleaning provides confirmation by telephone, text message, email or another agreed communication method.

4. Accurate Customer Information

Customers must provide complete, accurate and current information when requesting service. This includes, where applicable:

• Full name and contact information;
• Correct property address;
• Property type and approximate size;
• Number of bedrooms, bathrooms and other areas;
• Current condition of the property;
• Type of cleaning requested;
• Pets, occupants or access restrictions;
• Parking or building access requirements;
• Sensitive, damaged or specialty surfaces;
• Known health or safety risks;
• Renovation dust, pests, mould, bodily fluids or hazardous materials; and
• Any other information that could affect the work, price, equipment, staffing or time required.

We rely on this information when deciding whether we can provide service and when preparing a quotation.

If information is incomplete or inaccurate, we may delay or decline the request, revise the quotation, reschedule the service or stop work when reasonably necessary. We will not perform additional chargeable work without obtaining the customer's approval.

5. Free Site Visit

A customer may request a free site visit. Submitting the request does not book the visit.

We will review the request and determine whether a site visit is required and whether the property is within our service area. Site visits are subject to availability and must be confirmed by our team.

There is no obligation to accept a quotation after a free site visit. The customer may decline the quotation without a service charge or penalty.

A fee may apply if the customer requests specialized inspection, consultation or travel outside our normal service area, but any fee will be disclosed and approved before the visit.

6. Site Visit and Assessment

During a site visit, we may evaluate:

• The property's size, layout and condition;
• The requested cleaning tasks;
• Access and parking conditions;
• Supplies, equipment and staffing requirements;
• Specialty or delicate surfaces;
• Safety concerns; and
• The estimated time and cost of service.

The site visit is a visual assessment. We are not responsible for hidden conditions that could not reasonably have been identified during the visit.

7. Written Quotation

Following the assessment, we may provide a written quotation describing:

• The cleaning areas and tasks included;
• Any excluded or optional services;
• The price and applicable taxes;
• The proposed service date or frequency;
• Estimated service duration;
• Payment requirements; and
• Any property-specific conditions.

A quotation is valid for the period shown on the quotation. If no period is stated, it is valid for 30 days unless the property's condition or requested scope changes.

8. Accepting the Quotation

We will not begin cleaning until the customer accepts the quotation.

Acceptance may be provided by electronic signature, email, text message, online confirmation or another written method accepted by us.

Once the quotation is accepted and we confirm the service date, it becomes the service agreement between the customer and J&J House Cleaning together with these Terms and Conditions.

9. Changes and Additional Work

The quotation covers only the services specifically listed in it.

If we discover that the property's condition or the required work is materially different from the information provided, we will notify the customer. We may provide a revised quotation or request approval for additional work.

We will not perform additional chargeable work without the customer's approval. If the customer does not approve a necessary change, we may complete only the originally agreed work or decline to continue if the remaining work cannot be performed safely or reasonably.

10. Cleaning Team Assignments

We may assign one or more trained cleaning professionals based on the property, scope and availability.

We may try to provide the same cleaning professional or team for recurring services, but we do not guarantee the same individual for every visit. Team assignments may change because of illness, vacation, scheduling, training or other operational requirements.

11. Customer Responsibilities

Before the cleaning team arrives, the customer must:

• Provide safe and timely access to the property;
• Remove excessive clutter where it prevents cleaning;
• Secure cash, jewellery, documents, medication and valuables;
• Identify fragile, damaged or valuable items;
• Inform us of delicate or specialty surfaces;
• Secure pets when necessary;
• Provide working electricity, lighting, hot water and plumbing;
• Explain alarm, concierge, elevator and parking requirements; and
• Ensure that the property is reasonably safe for our team.

The customer must have authority to request and approve cleaning at the property.

12. Property Access

The customer must provide the agreed access method at the confirmed service time.

If our team cannot enter the property or cannot begin work because access was not provided, the appointment may be treated as a late cancellation. Any applicable fee must have been disclosed in the accepted quotation or service agreement.

Keys, entry codes and alarm information provided to us will be used only for the agreed service. Customers should not send access codes through unsecured public messages.

13. Pets

Customers must disclose pets before service and take reasonable steps to keep pets and cleaning professionals safe.

We are not responsible for pets that escape, become distressed or are injured unless the loss or injury was directly caused by our failure to exercise reasonable care.

Our team may leave or decline to enter if a pet behaves aggressively or creates a safety risk.

14. Supplies and Equipment

Unless otherwise stated in the quotation, we may provide the ordinary cleaning supplies and equipment required for the approved service.

Customers must tell us before service about allergies, sensitivities, product restrictions or manufacturer-required cleaning methods.

If the customer asks us to use customer-supplied products or equipment, the customer is responsible for ensuring that they are safe, suitable, properly labelled and in working condition. We may refuse to use any product or equipment that our team reasonably considers unsafe or inappropriate.

15. Excluded and High-Risk Tasks

Unless expressly included in the written quotation, our services do not include:

• Mould, asbestos, lead or hazardous-material remediation;
• Cleaning bodily fluids, animal waste, needles or biohazards;
• Pest or insect removal;
• Cleaning active construction sites;
• Lifting or moving excessively heavy furniture or appliances;
• Working at unsafe heights;
• Exterior window cleaning;
• Handling weapons or illegal substances;
• Removing hazardous chemicals;
• Childcare, elder care or pet care;
• Cooking or food preparation;
• Laundry, ironing or dishwashing; or
• Repairs, maintenance or restoration work.

We may stop or refuse work when our team identifies an undisclosed or unsafe condition.

16. Furniture and Heavy Items

Our cleaning professionals are not required to move heavy furniture, large appliances or other items that cannot be moved safely by one person.

If moving an item could damage the item, floor or surrounding property, we may clean around it. The customer should arrange for heavy items to be moved before the appointment if cleaning underneath them is required.

17. Delicate and Specialty Surfaces

Customers must identify surfaces or items requiring special care, including natural stone, marble, granite, hardwood, antiques, artwork, electronics, specialty metals and custom finishes.

We may decline to clean an item when proper care instructions are unavailable or when cleaning could reasonably cause damage.

We are not responsible for damage caused by incorrect manufacturer instructions, defective materials, normal wear, poor installation, pre-existing deterioration or undisclosed treatment requirements.

18. Pre-Existing Damage

Normal cleaning may reveal scratches, stains, discolouration, loose fixtures, damaged grout, worn finishes or other existing conditions.

Customers should inform us of existing damage before cleaning begins. We may document visible damage or unusual property conditions before performing the service.

19. Service Time

Arrival times and service durations are estimates unless expressly guaranteed in writing.

Traffic, weather, property conditions, building access and earlier appointments may cause delays. We will make reasonable efforts to notify the customer of significant delays.

20. Inspection and Service Concerns

Customers should inspect the completed work as soon as reasonably possible.

Any concern about the cleaning should be reported within 24 hours of service completion, together with reasonable details and photographs where appropriate.

If the concern relates to an included service, we may offer to inspect or re-clean the affected area. The customer must provide reasonable access for any re-cleaning.

A re-cleaning remedy does not apply to:

• Tasks not included in the quotation;
• Permanent stains or damage;
• Areas that were inaccessible;
• Problems caused after our team left;
• Normal wear and deterioration; or
• Results affected by inaccurate or incomplete customer information.

Nothing in this section limits any mandatory rights available under applicable law.

21. Damage or Loss Claims

We take reasonable care while working in customers' homes.

Customers must report alleged damage or loss as soon as reasonably possible and provide relevant photographs, receipts or other information that may help us investigate.

We must be given a reasonable opportunity to inspect the affected property before repairs or replacement are arranged, except where immediate action is reasonably necessary to prevent further damage.

We are not responsible for:

• Pre-existing damage;
• Ordinary wear and tear;
• Items that were not properly secured;
• Damage caused by defective, unstable or improperly installed items;
• Damage caused by customer-supplied products or equipment;
• Consequential or indirect losses, except where such exclusion is prohibited by law; or
• Matters outside our reasonable control.

Nothing in these Terms excludes responsibility that cannot legally be excluded.

22. Pricing, Taxes and Payment

Prices are based on the approved quotation and are subject to applicable taxes.

Unless otherwise stated in writing, payment is due after the cleaning service has been completed.

Payment must be made using an accepted payment method. The customer must notify us promptly about any genuine billing concern.

Additional services will be charged only when the customer has approved the revised price or additional work.

23. Cancellations and Rescheduling

Customers should provide as much notice as possible when cancelling or rescheduling a confirmed cleaning appointment.

Any cancellation, lockout or rescheduling fee must be disclosed in the accepted quotation or service agreement before it applies.

We may cancel or reschedule due to unsafe conditions, severe weather, illness, staffing emergencies, inaccessible premises or circumstances beyond our reasonable control. If we cancel, the customer will not be charged for services that were not provided.

Any cancellation rights required by Ontario law will continue to apply.

24. Recurring Maid Services

Recurring service frequency, pricing and included tasks will be stated in the accepted quotation.

Recurring service does not guarantee that the same cleaner will attend each appointment. Prices may be reviewed when:

• The service frequency changes;
• Appointments are repeatedly skipped;
• The property's condition or occupancy changes;
• The customer changes the required tasks; or
• Labour, supply or operating costs materially change.

We will provide notice of a price change before it applies to a future service.

Either party may discontinue recurring services by providing reasonable notice, subject to any cancellation terms stated in the accepted agreement.

25. No Direct Arrangements With Team Members

All service scheduling, payments, changes and complaints must be handled through J&J House Cleaning.

Customers should not ask team members to perform private, unapproved or separately paid work during a J&J House Cleaning appointment. This protects the customer, the cleaning professional and applicable insurance coverage.

26. Photos and Documentation

We may take limited photographs of property conditions, pre-existing damage or completed work for quality control, training, insurance and dispute-resolution purposes.

We will not use photographs that identify the customer or property for public advertising without separate permission, except where disclosure is legally required.

27. Privacy

Personal information is collected, used, stored and disclosed in accordance with our Privacy Policy and applicable Canadian privacy requirements.

Our Privacy Policy is available at: https://housecleaningservices.ca/privacy-policy/

28. Communications

By submitting a service request, the customer authorizes us to contact them about that request, including by telephone, email or text message.

A service request does not automatically provide consent for unrelated promotional communications. Marketing communications will be handled in accordance with applicable Canadian law and the choices provided to the customer.

29. Limitation of Liability

To the extent permitted by law, J&J House Cleaning will not be responsible for indirect, incidental, special or consequential losses arising from a cleaning service.

Any limitation in these Terms applies only to the extent permitted by law. Nothing in these Terms removes or limits mandatory consumer rights or liability that cannot legally be excluded.

30. Circumstances Beyond Our Control

We are not responsible for delay or failure caused by events beyond our reasonable control, including severe weather, road closures, building restrictions, power outages, emergencies, illness, government orders or unsafe property conditions.

We will make reasonable efforts to communicate with the customer and reschedule affected services.

31. Consumer Rights

These Terms do not limit any non-waivable rights or remedies available under Ontario's Consumer Protection Act, 2002 or other applicable legislation.

If a provision of these Terms conflicts with a mandatory legal requirement, the legal requirement will apply and the remaining provisions will continue to operate.

32. Governing Law

These Terms and any service agreement are governed by the laws of Ontario and the applicable federal laws of Canada.

33. Changes to These Terms

We may update these Terms from time to time. The version applicable to a cleaning service will normally be the version provided or available when the customer accepts the quotation, unless a change is required by law or the parties agree otherwise.

34. Contact Us

Questions about these Terms or our cleaning services may be directed to: