Terms of Service
Welcome to CleanHero
By accessing or using vancouverhousecleaning.ca or cleanhero.ca (the "Website"), you agree to comply with and be bound by the following terms and conditions. Please read these Terms and Conditions carefully before using our services.
1. Acceptance of Terms:
By using this Website, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree to these terms, please refrain from using our Website.
2. Changes to Terms:
We reserve the right to modify, update, or replace these Terms and Conditions at any time without prior notice. Changes will be effective immediately upon posting. Your continued use of the Website after any such changes constitutes acceptance of the modified terms.
3. Use of the Website:
You agree to use the Website for lawful purposes only and in a manner consistent with all applicable laws and regulations. You may not use the Website in any way that could damage, disable, overburden, or impair our servers or networks.
4. Intellectual Property:
All content, trademarks, logos, and intellectual property on the Website are the property of CleanHero Cleaning Corp ("CleanHero") unless otherwise stated. You may not use, reproduce, distribute, or create derivative works without our express written consent.
5. Limitation of Liability:
To the fullest extent permitted by law, CleanHero Cleaning Corp and its affiliates shall not be liable for any direct, indirect, incidental, consequential, or punitive damages arising out of your access to or use of the Website or our cleaning services.
6. Privacy:
Your use of the Website is also governed by our Privacy Policy. By using the Website, you consent to the terms of our Privacy Policy.
7. Termination:
We reserve the right to terminate or suspend your access to the Website or our cleaning services without prior notice for any violation of these Terms and Conditions or for any other reason.
8. Governing Law:
These Terms and Conditions are governed by and construed in accordance with the laws of Canada. Any disputes arising under or in connection with these terms shall be subject to the exclusive jurisdiction of the courts in Canada.
9. Cancellation Policy:
Services can be cancelled at your request. Any cancellation requests received within 48 hours of a scheduled appointment will result in a 100% cancellation fee.
10. Refund Policy:
CleanHero does not offer refunds after 48 hours before the cleaning, that includes post-clean. If you have any issues with a clean, please contact us with photos within 24 hours, and we will re-attend and make it right. :)
11. Rules for Behaviour:
CleanHero does not condone unlawful behaviour, hate speech, bullying, harassment, promotions, or spam. Every employee of CleanHero holds the right to refuse service.
12. Deep cleaning policy
We would love to serve all clients, but unfortunately we cannot. Some examples of reasons we can't complete jobs are large unsecured dogs, weapons on premises, animal waste or strong odors, severe damage/clutter, or disconnected utilities. These prevent us from delivering the quality you deserve and may mean we have to cut the job short without a refund.
Also, the scope of work/ condition of the home may mean we can't complete the work the same day and require more budget and time, deep cleaning extra fee or multiple visits. Thanks so much for your understanding.
13. Contact Information:
If you have any questions or concerns about these Terms and Conditions, please contact us at book@cleanhero.ca.
14. Photo release
Before and after photos are occasionally taken. By booking our services, you agree to allow us to take photos of our cleaning processes. We use these photos for training purposes as well as marketing efforts to show the work that we do. We never include personal information or people in the home as your privacy is a priority. These photos help our clients to understand the quality of work that we perform.
15. We do not clean:
- Hand-wash laundry
- Wet Wiping Blinds
- Clutter clean up/removal
- Cigarette smoke removal
- Biohazardous materials and biohazards
- Pet waste clean up
- Exterior home cleaning
- Professional carpet cleaning
- Hardwood stripping or polishing, we only mop flooring
- Any areas higher than our technicians can reach safely
- We do not allow technicians to stand on anything.
- Mould removal
- Lifting or moving heavy items, including furniture
- Exterior cleaning, including walls and windows
- Moving furniture that has delicate valuables on or in it
- Blood and dead animals
- Drugs
- Fireplaces
- Change Light Bulbs
- Pest Droppings
- Balcony: awning washing/moss removal/concrete and tile washing
- Barn
- Clogged toilets and bathtubs
- Cobwebs or dusting above 9-foot ceilings
- Curtains or cotton window coverings
- Fire/Flood Damage
- Hanging Light Fixtures
- HVAC/Inside vents and heaters
- Mold and mildew
- Organize, sort, or shred papers and documents
- Outside windows
- Aged window frames
- Tile grout (discoloration of silicone is permanent)
16. What should I do before the cleaners arrive?
We require that you “pick up” clutter. This will allow the cleaners easy access to the areas/surfaces to be cleaned: floors, countertops, table tops, etc, otherwise they may not be cleaned.
17. No solicitation
We invest a lot of money into recruiting and training our cleaners. Any attempts to solicit them will result in termination of our cleaning services. Any solication will result in a $300 charge to the client to cover rehiring expenses.
18. Do I have to be home?
You do not! And it actually makes it easier for our cleaners to clean with no-one home. However if it’s your first time signing up for a CleanHero cleaning, initial introductions always help develop the personable relationship with your cleaners and an opportunity to point out your highest priority areas.
19. Breakage
CleanHero is not responsible for any damage. We do recommend placing sentimental items and breakables in safe areas where they are not easily bumped.
20. Unable to Access
If we arrive and cannot access the home, we will make every effort to contact you and wait for 15 minutes. If we are still unable to enter the home, we will charge your entire cleaning fee to ensure that our cleaners are compensated for their loss of work.
21. Pets
We cannot be responsible for pets that “escape” when our cleaners are entering/exiting your home. If your pet is “roaming free” during the clean, please inform us in advance, so the cleaners can be on alert when they open doors. Our cleaners are advised to close doors as soon as they enter and exit your home and will not leave doors open for long periods. Please ensure that your pets are secured, and kindly clean up after them before our service. We also cannot remove all pet hair. If pets roam freely during cleaning, we are not liable for footprints or fallen pet hair after mopping. We do not clean or handle the removal of urine/feces from the floor.
22. Security and fire alarms
If your home provides a security system, please ensure it is in the “OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.
In the case of fire alarm systems during post-renovation or post-construction cleanings, they must be deactivated while the team is working, as dust can trigger the alarm. If the alarm is activated under such circumstances, we will not be held responsible.
Thank you for using CleanHero
Effective Date: September 14th, 2024