Hello, and Thank You for having chosen Toronto Home Cleaners to service your home or business. Enclosed below are the Toronto Home Cleaners Service Policies.
We’ve created these terms to clarify several policies important when you contract with a professional cleaning service. Feel free to call us at
4374604545 if you have any questions.
We look forward to serving you.
1. Services
Toronto Home Cleaners is a referral platform used by Customers. The Services include a communications platform for enabling the connection between individuals seeking to obtain cleaning services for the Customer’s residence/business and/or individuals seeking to provide cleaning services.
2. Labor Hour
A labor hour denotes one hour of service delivered by a professional cleaner. For instance, if the rate is $55 per labor hour and a team of 2 completes the job in two hours, the total cost would be $220. The same applies if a single cleaner finishes the job in 4 hours—the fee remains $220. The final price is influenced by the labor hours expended, not the number of cleaners. Whether it’s 2 cleaners or 1, only the time spent in your home matters.
For any job, there’s a 3 labor hour minimum, except for weekly/biweekly services, which have a 2-hour minimum. Billable time may involve loading and unloading supplies and equipment from a vehicle. If you have questions about labor hours or billing procedures, please contact the office before your scheduled cleaning.
3. Time Limit for Your Cleaning
A time limit specifies the approved maximum time cleaners may work, expressed in labor hours. Since one-time jobs are quoted without prior inspection, your job might exceed the estimated maximum approved time. Cleaners won’t surpass your time limit without your consent, so please keep your phone accessible. If an extension is needed due to conditions or unforeseen circumstances and we can’t reach you, cleaners will stop at the maximum budgeted time, even if the job isn’t finished, to respect your price limit. For flat-fee jobs, if the home’s condition requires more extensive cleaning than average, your cleaner may propose a new flat fee or switch to an hourly rate to complete the service without exceeding your approved rate.
4. Hourly Clients
Hourly clients should note that our cleaning team will aim to complete all services within the time purchased. However, some tasks may not be completed if the allotted time is insufficient.
Time estimates provided by Toronto Home Cleaners are guidelines and may vary depending on factors such as home size and condition, number of residents and pets, availability of electricity and water, whether you are still moving, and whether the home is furnished or empty.
Please note that Hourly House Cleaning does not qualify for our “Satisfaction Guarantee”. Service is based solely on the time purchased and does not guarantee the number of areas or level of cleaning completed. If the allotted time is not enough to meet your standards, you can extend the service to ensure your home is cleaned to your satisfaction.
If You Request Less Time Than Recommended
Our estimates are based on industry averages for your square footage or rooms. Opting for less cleaning time than recommended by choosing hourly service over a flat fee may limit what the cleaners can cover. They will prioritize tasks based on your list and cover as much as possible.
5. Flat Rate Pricing
Our flat-rate prices are based on assumptions about the level of cleanliness and the effort required to clean your home, depending on the number of beds and bathrooms or the square footage of your home. We also assume the home is in reasonable condition. To ensure the accuracy of your quote, a walk-through will be conducted on the day of your cleaning. We reserve the right to change the price of the clean if, upon arrival, it becomes clear that we are unable to complete the work within the time we have estimated for your clean. You will be given the option to pay for extra time or to specify the priorities you would like us to complete within the time we have available.
6. Access
We strongly recommend that a lockbox or a door code be provided, because your scheduled cleaning time may change for each service appointment.
Appointment Arrival Windows
While we always strive to be on time, please allow us a 60 minute arrival window (unless you have been advised otherwise) to account for traffic, parking, and other possible unexpected delays. This means that your team will arrive within the 1 hour selected. Example 10 AM-11 AM arrival means the staff will arrive between 10 AM and 11AM.
If we are running late for your appointment, we will contact you as soon as possible and provide a new expected arrival time.
Because of traffic and weather conditions, no credit or refund is issued if the cleaning team arrives after the scheduled start time.
7. Bi-Weekly / Weekly Promotion
Customers who cancel service before the promotions 4 minimum cleanings are charged the full price of the cleaning.
8. Home Size
You agree to book a cleaning based on your accurate home size (actual # of bedrooms/bathrooms and/or square footage) and current condition. We will verify your home size using public sources and an on-site inspection upon arrival. If the home size booked for service does not reflect the actual size, we will contact you to advise of additional cost and charge the credit on file after service has been rendered.
9. Requests for Additional Services and Extras
Please do not request that your professional(s) clean any additional parts of your home not included in your booking confirmation email, such as a finished basement, the inside of the fridge, or inside windows. If you would like to add something before or during service that was not included in your original order, please contact the office, which will advise you on the price. Any additional services requested without notifying our office will be billed accordingly.
10. Approval For Additional Time
We will call the phone number(s) on file to advise you if we believe your home will take longer to complete. If we are unable to reach you via phone, we will update you via the email(s) on file. If we do not hear back from you before your allotted time expires, the cleaner will stop work and move on to their next assignment. You may call us to schedule additional service at another time or on another day.
Please note that we will not guarantee our cleaning service if you do not provide approval for the time required to clean your home.
11. Excessively Dirty Homes
If a home is excessively dirty and cannot be cleaned in a reasonable time, we may contact you to discuss switching to an hourly rate or applying a heavy-duty cleaning fee. For homes in poor condition—such as heavy buildup, broken glass, clutter, or “hoarder’s living spaces”—we can usually bring them to a livable state. However, the final result may not match the cleanliness level we achieve in a standard home. We will discuss this before starting or upon arrival. Before-and-after photos may be taken for internal planning and liability purposes.
In some cases, excessively dirty homes may be deemed unserviceable, and cleaning may be cancelled. If you believe your home falls into this category, please email
torontohomecleaners@gmail.com with photos so our team can determine whether the property is serviceable.
12. Lifting and Hard To Reach Areas
We love our crews and want to ensure their safety, so they do not use tall ladders (no more than 3 steps) or move any heavy furniture. The maximum weight is 25 pounds. These types of activities put them in danger of back injury or could even damage something in your home, such as scratches on your wood floors. If you would like us to clean behind appliances (such as refrigerators, ovens, sofas, or other furniture), please move them prior to the cleaning visit to allow access to the area.
13. Pets
We do not assume liability for the health and safety of your pets. While we are very, very mindful and careful about your pets, you are in the best position to ensure their safety and well-being. Please help the cleaners by keeping the pets in a separate room or outside during the cleaning. We do not clean pet litter boxes.
We will not clean animal feces, and urine-no exceptions are made, and no refund will be given if we choose to remain and clean around! If you are not in agreement with this and opt to have our cleaning staff leave, you will be charged a $200 travel fee.
14. Post-Construction Cleaning
Failure to disclose recent construction will result in your cleaning being charged at the then-prevailing price per square foot without prior notice. Post-construction homes require additional cleaning.
Our 100% Satisfaction guarantee Does Not apply to homes that are in active construction. Due to the nature of construction, dust will settle after our service is completed, and we will not be held responsible. The card on file will be charged the difference in price if it is determined that your home size and/or status were entered incorrectly/or that your active/post-construction status is incorrect.
Homes under construction should be clear of any tradespeople (including, but not limited to, painters, carpenters, electricians, etc.) so we have space to work.
15. Post-Cleaning Walkthrough
Our highly vetted cleaning crew will do an excellent job, but we cannot guarantee our work if you do not complete a walkthrough with the team at the end of your cleaning. A walkthrough with your cleaning professional is required upon completion of the service.
If you fail to complete the walkthrough or voice any concerns, our 100% satisfaction guarantee is void, and no re-clean request will be honored. Always point out any areas missed during the walkthrough—our cleaners are happy to fix them on the spot.
If you refuse a re-clean, do not complete a walkthrough, or fail to email Toronto Home Cleaners within 24 hours after your appointment, we will not return to address concerns. The matter will be considered closed, and no refund will be issued.
This ensures your satisfaction while giving our team the opportunity to correct anything before leaving.
16. Billing
A hold will be placed on your account (for authorization) in the amount of your total balance the evening PRIOR to your scheduled cleaning service. If your service is cancelled for any reason, this hold will be released within 5-10 business days. THIS HOLD IS NOT A CHARGE. Charging is usually completed AFTER your appointment, and you will receive an invoice via email once it is complete. Note that some card issuers will show a pre-authorization/hold on your statement as a charge by default; however, this is misleading since we don’t capture any funds or payment until after service has been rendered.
17. Changes To Requested Services
Any changes to the Service to be provided must be agreed to by Toronto Home Cleaners prior to the Service Time. If the Customer requires any additional services or variations during the Service, the Customer must first contact the Company by telephone, which may agree to provide the additional services in its absolute discretion. The Cleaner is not authorized to agree to any changes to the Service being provided. The Customer must not request such changes directly from the Cleaner. All communication has to go through our office. We ask that any requests be made by 5 pm the day before your scheduled cleaning, if possible.
18. Tipping
Although it’s not necessary to tip the cleaning crew, it’s a great way to say job well done!
19. Utilities
We need electricity, working heating & air conditioning, and water! If, upon arrival, your utilities are turned off, we can reschedule the appointment and charge you a $200 non-refundable travel fee. If you opt to cancel, the full amount of your cleaning will be forfeited.
20. Cancellation / Rescheduling Policy
Once you’ve made an appointment with No More Chores, we‘ll return to the appointment time exclusively and on time for you. If you cancel or reschedule less than twenty-four (24) hours before your appointment time, you will be charged 100% of the agreed rate for the cancelled appointment. We kindly ask for 48 hours’ notice of cancellation or, preferably, as much notice as possible once you know you will not be able to keep the appointment time. We are happy to accommodate you with a rescheduled appointment; however, it is subject to availability.
21. Lockouts
If we are unable to access the home upon arrival, OR we are turned away at the door, a cancellation fee equal to 100% of the service price will be charged to the credit card on file.
Please leave a key or provide us with access to your home for all scheduled appointments. Our team will wait up to 15 minutes before proceeding to their next appointment. If we are asked to return, a $50 travel fee will be assessed to the card on file for the professional(s) to return. Lockout fees are necessary because we treat a scheduled visit as a reservation for your service.
22. Skip Fees for Recurring Cleans
If you need to reschedule, cancel, or skip a scheduled cleaning, you may do so at no charge as long as you give us at least 24 hours’ notice. Your next cleaning will be charged at the rate corresponding to the new service interval. For example, if you normally have a cleaning every 2 weeks but skip a visit, extending it to 4 weeks, your next cleaning will be charged at the monthly rate. This ensures we can provide thorough, detailed cleaning during that visit. This policy does not apply to cleanings rescheduled within 1 week of the original appointment.
Weekly customers: If you skip a scheduled cleaning and do not reschedule within one week, you will be charged the bi-weekly service rate for that missed appointment.
Biweekly customers: If you skip a scheduled cleaning and do not reschedule within one week, you will be charged the monthly service rate for that missed appointment.
Triweekly customers: If you skip a scheduled cleaning and do not reschedule within one week, you will be charged the monthly service rate for that missed appointment.
Monthly customers: If you skip a scheduled cleaning and do not reschedule within 1 week, you will be charged an additional $20 if the cleaning is done in the 6th week after the scheduled date.
23. Things We Don’t Clean
We do not clean high levels of trash/debris (hoarding), animal waste, cleaning insects/rodents, excessive mold, bodily fluids, wipe bulbs & glass fixtures, or areas not reachable with three steps on a ladder.
Breakage
Toronto Home Cleaners will not be held responsible for the repair or replacement of items that are broken or damaged due to pre-existing wear and tear, incorrect installation, assembly, or use.
Our staff are extremely careful with our customers’ belongings. However, accidents can happen. When they do, we will inform you immediately. We are not liable for damage caused by “normal wear and tear,” improper installation of an item(s), artwork, collectibles, or family heirlooms valued over $200 that are not disclosed at the time of making the appointment. Please move any expensive figurines, art, and glassware to a safe location when we are cleaning your home. If any damage or perceived damage is noticed after the cleaners have left, the customer must notify Toronto Home Cleaners in writing, with color photos attached, within 24 hours of the service completion at
torontohomecleaners@gmail.com. These items include, but are not limited to, the following examples:
Broken Blinds – Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun and from aging, and the strings/chords will weaken over time, leading to breaks.
Old/improperly placed faucets and knobs.
Improperly hung pictures/decorations/mirrors – If these items are securely attached to the wall, they should not fall when dusted or wiped.
Artwork, Collectibles, or Family Heirlooms valued over $200 – These items are expensive and/or impossible to replace. In that case, we do not assume the risk of cleaning such items. It is the customer’s responsibility to inform, in writing, of any item(s) that fall into this category.
Woodwork, Vintage/Antique Wood Furniture, Unfinished & Furniture with Special Instructions, Special flooring such as marble, travertine, or bamboo- Please let us know during your booking if your woodwork, wooden furniture, or vintage wooden furniture is not sealed or is made of another material other than actual wood. Please discuss your furniture care needs, including any special attention required, for each item. If you would like to supply your own cleaning product(s) for your specific piece(s) of furniture, leather furniture, pianos, etc., please notify us via email or mail of the preferred product(s) you will provide us with.
In the event of damages caused by our staff, we reserve the sole right to Request proof of the item’s value Approve or decline the service provider, and/or exclusively select the service provider, and approve all work orders prior to the commencement of work
Purchase an equitable replacement item and/or approve the purchase of an equitable replacement item.
We ask for 48 hours (excluding Saturday, Sunday, and/or holidays) from the date of the damage to locate an approved service provider/replacement item. You, the customer, MAY NOT arbitrarily order, approve, and/or compensate a service provider and/or purchase a replacement item without our prior written approval and a request to be made whole.
We will only reimburse or compensate you for fees/costs incurred by you that have our prior approval.
24. Termination
This Agreement may be terminated by the Customer by providing at least 24 hours’ notice prior to the Service Time. Toronto Home Cleaners may terminate this Agreement with immediate effect if the Customer breaches this Agreement.
25. Staff Solicitation
When retaining Toronto Home Cleaners, you agree not to solicit for hire any staff member introduced to you by Toronto Home Cleaners for any home-related services. We spend a lot of time and resources finding, interviewing, checking references and backgrounds, and ensuring quality. When recruited, they sign an agreement barring them from performing any home-related service for any of our past or present customers. If you are found to have solicited one of our staff, please be advised that our referral fee is $4,000 per staff member. We consider our staff our most valuable asset and charge accordingly.
26. Customer Representations and Warranties
The Customer represents and warrants that: it will provide a safe working environment at the Premises for the Cleaner to perform the Service; the Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service; it will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service; it will advise Toronto Home Cleaners prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises; it is authorized to use the Premises and obtain the provision of Service; if the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service; and it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the Service.
27. 100% Satisfaction Guarantee
Our services are 100% Guaranteed. If we don’t clean something to your satisfaction, contact us within 24 hours with clear images of the area(s) that were missed to take advantage of our 100% satisfaction guarantee (Free re-clean, subject to availability), or we will consider the matter closed. You may not request a refund in lieu of a re-clean. Toronto Home Cleaners offers a 24-HOUR WARRANTY PERIOD from the day the cleaning is completed.
If you are home and notice that the cleaner overlooked something, please don’t keep it to yourself! Feel free to ask them to re-clean the area or call our office before the cleaner leaves your home. Complaints filed more than 24 hours after cleaning are outside the warranty period and may not be covered. We do not do refunds, only re-cleans.
28. Privacy Policy
The Customer acknowledges that any information provided by the Customer may be used by Toronto Home Cleaners for the purpose of providing the Service. We hate spam too, so Toronto Home Cleaners agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law). Toronto Home Cleaners will take all reasonable precautions to protect the personal information provided by the Customer from loss, misuse, unauthorized access, disclosure, alteration, or destruction.
