Policies | 121Spotless Cleaning

1. Services Provided

First-Time Clean: A comprehensive initial cleaning for new clients to establish a clean baseline.
Move-In / Move-Out Clean: Detailed cleaning before moving in or after moving out to ensure a fresh start.
Construction Clean: Post-construction or renovation cleaning to remove dust, debris, and residue.
General Cleaning: One-time or recurring cleaning services to maintain cleanliness and order.
Commercial Cleaning: Office and business cleaning to support a professional and healthy environment.

Services are scheduled based on agreed-upon day(s) and time(s).
Timeframe Flexibility: Cleaning times may vary depending on the condition and needs of the home. I will notify you of any significant delays or changes whenever possible.

Client Illness: Please notify me if anyone in the household is unwell or has a contagious illness so we can reschedule if necessary.
Rescheduling: I will work with you to find a suitable alternative time.

Payment Window: Payment is due within 3 days of the service date.
Accepted Payment Methods: Cash, cheque, e-transfer, debit, and credit.
Late Fee: A $15 late fee will automatically be applied on the 4th day if payment has not been received.
Service Suspension: If payment is not received before the next scheduled cleaning, services will be paused and will not resume until the outstanding balance is paid in full.
Ongoing Issues: Repeated late payments may result in termination of services.
Rate Guarantee: My hourly rate is $55 per hour, locked in and guaranteed from 2026 to 2028. Any changes beyond this period would only occur if operating costs significantly increase.

Access: Ensure safe and timely access to the premises at the scheduled service time.
Preparation: Please remove clutter, personal items, and loose objects from floors and countertops to allow for efficient and thorough cleaning.
Instructions: Any special requests or instructions must be communicated before the appointment.
Temperature: The home must be set to a comfortable working temperature.

Notice Period: A minimum of 24 hours’ notice is required for cancellations or rescheduling.
Weather Conditions: Services may be rescheduled if travel is unsafe due to severe weather conditions.

I will perform all services with care, professionalism, and attention to detail.
I provide safe, high-quality cleaning products and equipment.
Any accidental damage will be reported promptly.

Photos may be taken for documentation and quality assurance purposes.
Privacy is always respected — no personal or identifying items will be included.
Photos may be used for marketing purposes with privacy protected.

I take responsibility for accidental damage caused by negligence and will arrange fair repair or replacement where appropriate.
Normal wear and tear is not covered.
Liability is limited to repair or reasonable replacement of the specific damaged portion or item only.
Full replacement of entire units, surfaces, or appliances due to partial or cosmetic damage is not covered.
Pre-Existing Conditions: I am not responsible for damage resulting from pre-existing wear, improper installation, loose fixtures, fragile materials, or items that are already damaged prior to service.

All client information remains strictly confidential and will never be shared without consent.

Clients must provide safe and timely access at the scheduled service time.
If access is not available upon arrival, the visit will be considered a missed appointment and may be subject to a cancellation fee.

If a pet accident occurs during the scheduled cleaning, it will be cleaned as part of the service.
If pet waste is present upon arrival due to it not being addressed beforehand, it will not be handled.
Homes with unaddressed pet waste may result in the cleaning being declined, rescheduled, or services terminated.
Clients are responsible for ensuring pet areas and litter are properly maintained prior to each visit.
Hazardous Conditions: I do not handle biohazards, including bodily fluids, mold, pest infestations, or excessive pet waste. If hazardous conditions are discovered, services may be declined or rescheduled.

Excessive Clutter: If an area is more than 80% covered with individual items or clutter, I will only surface dust accessible areas. Items will not be moved due to the increased risk of damage.
Closed Doors: If someone is home and a door is closed at the time of service, I will not enter that room unless specifically instructed.

Saturday: Business phone is turned off.
Monday–Friday after 7:00 PM: Business phone is turned off.
Sunday: Messages are not actively monitored during the day; however, I will check and respond between 5:00 PM and 7:00 PM.
Messages received outside of business hours will be responded to during the next business period.