TERMS AND CONDITIONS
Updated on: August 7, 2025
Eligibility and Legal Capacity
You represent and warrant that you are at least 18 years of age and possess the legal authority to enter into a binding agreement. You agree to provide accurate and complete information when booking services and to maintain updated contact and payment details.
Scope of Services
Our cleaning services are provided in accordance with the specifications agreed upon at the time of booking. The Company reserves the right to decline, modify, or cancel services in cases of:
• Unsafe or unsanitary environments;
• The presence of hazardous materials or conditions;
• Inaccurate representations of the premises’ condition;
• Situations deemed unfit for standard cleaning procedures.
Service Estimates
All service estimates, whether provided via phone, email, or online booking, are non-binding and based solely on the information provided by the Client. Final charges may be adjusted to reflect the actual scope of work. If additional time or services are required, the Client will be contacted for authorization.
Scheduling and Arrival
We strive to honor scheduled appointment dates; however, exact arrival times are not guaranteed due to variables such as traffic, weather, and staff availability. Clients must allow for a reasonable arrival window on the day of service.
Access to Premises
Clients are responsible for ensuring the Company has access to the property at the scheduled time. If we are unable to access the premises due to lockouts, absence of keys, or other barriers, a 100% lockout fee will apply. If a same-day return is possible, a $65 dispatch fee may also apply.
Hourly Services
For services billed hourly:
• Time begins upon our team’s arrival at the property.
• Time spent accessing the unit (e.g., locating keys, parking, elevator wait times) is included in billable hours.
• The Client must provide a prioritized task list if time is limited.
Payment Terms
Payment is due immediately upon completion of services unless otherwise agreed in writing. We accept Visa, MasterCard, and e-transfer.
• Invoices not paid within 30 calendar days will incur a 2% monthly interest fee (24% annually).
• A $50 fee applies for all returned cheques.
• The Client remains liable for all collection costs, including legal fees, should unpaid accounts be escalated to collections.
Credit Card on File
A valid major credit card must be kept securely on file as a condition of booking. The card may be used to settle:
• Past-due balances;
• Late cancellation or lockout fees;
• Additional charges resulting from unusual conditions, excessive mess
Cancellation & Rescheduling Policy
Cancellations or rescheduling requests must be made with at least 24 business hours’ notice. Failure to provide adequate notice will result in a $50 cancellation fee.
Please note:
Clients participating in any promotional offer or waived-fee program will forfeit eligibility for those benefits if an appointment is canceled without proper notice.
We appreciate your understanding, as last-minute cancellations impact our scheduling and availability for other clients.
Satisfaction Guarantee
Your satisfaction is important to us. If you are not fully satisfied with your service, you must notify us in writing within 24 hours of the service completion. We will gladly return to address any missed areas at no additional charge.
Please note:
Monetary refunds are not provided.
If the client is not present at the time of service, our team will take photos of the completed work for internal documentation purposes only.
If the client is present, we are happy to conduct a final walkthrough to ensure everything meets expectations before leaving.
We value transparency and strive to make every service right.
Damage and Liability
The Company is insured for accidental damages directly caused by our staff. All damage claims must be submitted within 24 hours of service completion. To be eligible for resolution:
• The incident must be verifiable;
• The Client must have paid all outstanding balances;
• Claims are void if the Client supplied their own products or equipment.
Our liability is strictly limited to the lesser of:
• The cost of the damaged item;
• The amount paid for the service in question.
Service Limitations
For safety, insurance, and liability reasons, independent contractors engaged through our platform are strictly prohibited from performing the following tasks:
• Moving or lifting items exceeding 35 pounds;
• Using client-owned ladders, stools, or other potentially unsafe equipment;
• Disposing of garbage, debris, or hazardous waste off-site;
• Cleaning high chandeliers, ceiling fans, or other fixtures that are inaccessible without specialized equipment.
Additionally, the Company reserves the right to refuse or discontinue service if any of the following conditions are present:
• Extreme or hazardous environments, including but not limited to: mold, hoarding, bodily fluids, vermin, biohazards, smoke/fire damage, or water damage;
• Unsafe, unsanitary, or structurally compromised properties. A 50% vacate fee may apply at the Company’s discretion in such cases.
All waste generated during service will be securely bagged and left in a designated area within the property for Client disposal, unless otherwise agreed in writing.
Photos and Documentation
The Company reserves the right to take photos or videos for quality control, documentation, and internal training. No media will be shared externally without the Client’s explicit written consent.
Property Access & Key Management
Keys provided to the Company will be coded (without identifying client details) and stored securely. Key returns can be arranged in person with ID or via courier at the Client’s expense
Non-Solicitation of Contractors
Clients agree not to solicit, employ, or contract directly with any cleaners provided by Pink Lemon Maids Inc. for a period of 12 months following the most recent service date. Violation of this clause will result in a $3,000 recruitment fee, payable immediately upon demand.
Intellectual Property
All materials, processes, branding, and content used or provided by the Company remain the sole intellectual property of Pink Lemon Maids Inc. Unauthorized use, distribution, or replication is strictly prohibited.
Privacy and Data Protection
We are committed to safeguarding your personal information. All data is collected in accordance with applicable privacy legislation and used solely for business operations. We do not share client data with third parties except as required by law.
Limitation of Liability
While we strive to provide reliable and high-quality service, we cannot be held responsible for:
Delays or disruptions caused by circumstances beyond our control, such as severe weather, traffic, or third-party actions.
Indirect losses, including lost income, missed events, or other consequential damages related to the service.
Modifications to Terms
We reserve the right to update or amend these Terms at any time. Notice of material changes will be posted on our website. Continued use of our services constitutes acceptance of the revised Terms.
Termination of Services
The Company reserves the right to terminate service immediately, with or without notice, under the following circumstances:
• Violation of these Terms;
• Unsafe or abusive conduct;
• Repeated cancellations, non-payment, or service disruptions.
Gratuities
Gratuities are not mandatory but are appreciated. All gratuities are distributed directly to the cleaning technician.
Governing Law & Dispute Resolution
These Terms shall be governed by and construed in accordance with the laws of Ontario. Any disputes arising under these Terms shall be resolved exclusively by binding arbitration, and the Client expressly waives their right to bring claims in a class action or jury trial format.
Acceptance
By scheduling or receiving services from Pink Lemon Maids Inc., you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
