Terms & Conditions

These terms apply when you book a cleaning service with Peterborough Cleaning Services INC. Booking a service means you accept them.

About these terms

These terms apply to services provided by Peterborough Cleaning Services INC. Requesting a service means you accept them. We may amend them without prior notice, so the version on this page is the one that applies.

Nothing on this website constitutes legal, financial or medical advice.

Booking and payment

Prices are calculated from the size of your home, the number of bathrooms and any extras you select, and are displayed before you confirm the booking. Prices are shown before HST (13%), which is added at checkout.

Payment is due in full when you book. We accept Visa, Mastercard and Interac transfer. Cash is not accepted as standard — contact the office before booking if that is a problem. No booking is held without payment details on file.

Receipts are emailed automatically once payment succeeds, to the address used on the booking. If that address was entered incorrectly the receipt will not arrive; contact the office and we will issue one manually.

Gift cards can be redeemed against a cleaning service. They are not refundable and cannot be exchanged for cash. Any remaining balance can be used on a future service.

Price changes and adjustments

You are asked to describe the true condition and size of the home when booking. If what we find differs materially from what was booked, we will contact you before proceeding rather than adjusting the price silently.

We may re-evaluate a rate based on the time the work actually takes. We typically monitor cleaning time over the first two months and occasionally after that, and will contact you to discuss a revision if the time differs significantly from the original quote.

Homes with pets must be disclosed at booking so that a pet fee can be applied.

We review our published prices from time to time and may raise or lower them. A price change never applies retroactively to a service already booked. We will contact recurring clients before applying any significant change.

The rate for a recurring service follows the actual interval between visits. Weekly means once a week. Bi-weekly means every two weeks, and no more than three. Monthly means every four weeks, and no more than five. Skipping a bi-weekly visit creates a four-week gap and the monthly rate applies to the next clean; adding a visit in between creates a one-week gap and the weekly rate applies to the next two.

Cancellations, rescheduling and lockouts

There is no term or contract. You may cancel a recurring or one-time service up to 24 hours before the scheduled booking. We also reserve the right to cancel a service at any time.

Cancelling inside that 24-hour window incurs a $79 fee. A rescheduled appointment may be moved again free of charge, or cancelled for the same $79 fee. Notice must reach the office by phone, text or email — telling the cleaning team at your door is not notice.

If we cannot get into the home, the visit can be rescheduled. If it is cancelled at that point, the $79 fee applies, plus a travel fee for homes outside the city limits. If you do not notify the office and we cannot enter on arrival, a full-price lockout fee applies: the team's day is built around the homes scheduled, and that block cannot be given to anyone else at that notice.

We may suspend or cancel a booking where there are problems with access, water or electricity, where other contractors are working in the space, or where there is interference from any party. In those cases the client remains liable for up to 50% of the cost of the agreed service.

Our guarantee

If any part of the service does not meet the standard described for it, tell us within 24 hours of the visit. We will return to put it right within 7 days at no additional charge.

List the areas that were missed, with photographs. Anything not raised within that window cannot be added to the re-clean, and new services cannot be added to it either. You will need to be available to give the team access.

The free re-clean is the standard remedy. Where a re-clean is not the right answer, a refund is considered case by case at our discretion.

Once you have confirmed satisfaction with a clean — by phone, by email or by text — we may decline a later re-clean request for that visit.

Arrival, access and security

Your scheduled time carries an arrival window of one hour either side, which covers traffic and whatever the previous job produced. We will contact you if a delay goes beyond that.

Please make the home accessible — a key, a code, a lockbox or a drop box — and tell us how it works. Let us know if a code changes. If your home has a security system, either leave it off or give the office the code and the input sequence.

If you forget to leave us a way in, we will reschedule the clean at your convenience. Refunds are not given where the team could not access the home.

What our cleaners will and will not do

Cleaners will be respectful in your home. They do not smoke, eat, drink, watch television, use the phone or answer your door, and they do not take on tasks outside your cleaning plan.

We are a general house cleaning company, not a grout, wall, tile or renovation specialist, and we will not accept work outside that scope.

Our teams do not work above two rungs of a ladder, do not lift objects over twenty pounds, do not move furniture containing electronics, do not work on the outside of your home, and do not prepare meals or provide pet or childcare services.

We leave untouched any area containing bodily fluids or excretions, and litter boxes. If a pet has an accident, clearing it is the homeowner’s responsibility and the team will clean around it. Where ants, termites, cockroaches, fleas or similar are present, the team will not clean or vacuum that area — we will call or leave a note.

We do not clean inside curio cabinets. If there are other items you would rather we did not handle, call the office and we will arrange to avoid them.

Additional work given to the team at the door cannot be honoured. The team works from the order agreed at booking. Add extras when you book, or contact the office beforehand.

A desk covered in paperwork may not be cleaned. The clean is far more effective when the team is not working around clutter.

Move-out, hourly and specialty work

Move-out cleans are priced for an empty home. If the home is still occupied or items remain — inside the fridge, inside the cabinets — we may revert the booking to a standard or deep clean at the applicable rate. Emptying cabinets and fridges takes time, so extra charges apply where those tasks are added. We do not remove pet odours; that needs a specialist.

Behind appliances is cleaned only on move-out cleans, and only where the appliance has been moved out before we arrive. Inside ovens, refrigerators and cabinets requires those spaces to be empty on arrival.

Hourly service is billed by the hour at the rate in force when you book, with a 3-hour minimum. Where you are present, any extra time the team spends is billable and it is your responsibility to end the service at the end of the booked hours. Where you are not present, we will tell you when the booked hours are used up. If insufficient hours are booked, only the priority areas will be cleaned. The guarantee on an hourly clean covers the time needed to fix missed areas, not a repeat of the full booking.

Booking types are Standard Cleaning, Deep Cleaning, Move-out Cleaning, Hourly Cleaning, Organization and Home Concierge. We do not offer custom-priced bookings, and cleaners cannot change your service type during a visit — changes must go through the office by phone, text or email and are subject to approval.

Where hoarding is present, the booking converts to our hourly rate of $75 per hour per cleaner, because the time required cannot be known in advance. We provide an estimate before the appointment.

Laundry service is provided on the understanding that we are not responsible for damage to washers, dryers or clothing, including discolouration, shrinkage or any other unexpected outcome. Give the cleaner clear guidance.

Wall washing and wall spot cleaning are provided on the understanding that we are not responsible for damage to walls, and that pre-existing conditions may already be present. Where spot cleaning turns out to be a whole-wall job, we will contact you to discuss the alternative and its price.

We will do our best on stains, but long-term stains in ovens, on walls and elsewhere may not come out within the time booked. We will tell you and let you decide what is acceptable for that part of the home.

Pets

We appreciate pets being secured and picked up after. We do not clean litter boxes, or urine or faeces from the floor.

Neither the company nor its cleaners are responsible for a pet that escapes while the team is entering or leaving. If a pet will be roaming free, tell us in advance so the team can be alert at doors. Cleaners close doors immediately on entering and leaving and do not leave them open.

Damage, breakage and valuables

Please secure cash, jewellery and other items of value before a visit. Heirlooms and irreplaceable items are best put away.

Breakages are uncommon but do happen. Our people are instructed to call the office at once and leave you a note. Where an item is damaged by our team, we may repair or replace it, and the incident must be reported within 24 hours of the service. The client should inspect the home before the cleaners leave; once they have left, we cannot verify the source of damage.

A dollar value must be demonstrated for one-of-a-kind items before a settlement can be determined. We cannot be responsible for wall hangings attached with anything other than proper picture hooks — no pins, thread or similar. We take care when dusting hanging frames, but proper hanging technique is the homeowner’s responsibility.

Where a client suspects or alleges theft, it is the client’s responsibility to report it to the office, and to lay and pursue a charge through to prosecution where a theft has actually occurred. The company is indemnified against any claim.

Our teams

Cleaners work in teams of one, two or more depending on the size of the job, and a team leader may be assigned to your home. We make every effort to keep the same team on your home, but cannot guarantee it — illness, promotion, scheduling and other clients all change the rota.

Our teams have signed a non-compete. They may not solicit business from a client on their own behalf or for a third party during their contract or for two years afterwards without our written approval.

You agree not to hire a past or present member of our team for two years from the date they last worked for us. If you do, a placement fee equivalent to 20% of that person’s annual take-home pay is due immediately, whether the employment is permanent or contract. Considerable time and cost goes into finding them.

Quality control consists of home inspections and phone calls. A supervisor may enter your home after the team has finished, and may call you afterwards.

We take before-and-after photographs of completed work. These are used for marketing and as a record of work done, remain our property, and will not identify your location or show anything that reveals your personal information. Tell the office if you would rather we did not.

Calls to and from the office may be recorded for quality and training. We will not share your information with third parties without your consent, unless required by provincial or federal law.

Holidays and office hours

We observe New Year’s Day, Canada Day, Labour Day, Thanksgiving, Christmas Eve, Christmas Day and Boxing Day. Cleaning is offered on all other holidays. If your regular visit falls on one of the observed days, the office will contact you one to two weeks beforehand to reschedule.

To reschedule a visit falling on any other holiday, call the office at least two business days ahead to avoid a late cancellation fee.

Current office hours are on the contact page.

Insurance, health and safety

The company carries insurance for the services it provides.

We reserve the right to refuse or discontinue a job on health and safety grounds, or where the work falls outside the scope of our insurance policy.

Liability

The service and this website are provided on an "as is" basis. To the maximum extent permitted by law, we make no representation, warranty or guarantee as to the reliability, timeliness, quality, suitability, availability, accuracy or completeness of the service or the site, and all implied conditions, representations and warranties are disclaimed.

We are not responsible for delays, delivery failures or other damage arising from limitations inherent in the internet, telecommunications networks or electronic communications.

Our aggregate liability will not exceed the amounts paid by or due from you in the six months immediately before the event giving rise to the claim. We are not liable for indirect, punitive, special, exemplary, incidental or consequential damages of any kind, including loss of data, revenue, profits or use.

You agree not to bring a claim personally against the company’s owners, officers or employees in respect of losses connected with the service, and that the limitations set out here protect our officers, employees, agents, subsidiaries, successors, assigns and subcontractors as well as the company itself.

If any provision of these terms is held invalid or unenforceable, it is struck and the remaining provisions continue to apply in full.

Governing law and contact

These terms and any dispute between you and the company are governed by the laws of the Province of Ontario, without regard to conflict-of-law principles.

By using the site or services you agree that any claim or controversy arising from them, or relating to an alleged breach of these terms, is settled exclusively by binding arbitration on an individual basis, and that you give up the right to go to court and to take part in a class action. Judgment on an arbitration award may be entered in any court of competent jurisdiction, and either party may seek interim relief from a court in Peterborough, Ontario. If this arbitration agreement is held unenforceable, any litigation may be commenced only in federal or provincial courts located in Peterborough, Ontario.

Questions? Email support@peterboroughclean.ca or call or text (249) 494-5220 during office hours.