Terms of Service

We want you to have the best possible cleaning experience with us at your home or office. To be the best we can at providing exceptional cleaning and service, we operate in a fashion that allows us to manage both our clients’ and employees’ needs, expectations and schedules, and accounts for the safety, wellbeing, and liability of all parties. We have created a clear set of policies and procedures that allow us to offer fair and consistent service. We require all customers of HAUSLY to be aware of and adhere to the following policies and procedures prior to booking a cleaning.


1. Conduct Policy

HAUSLY reserves the right to cancel service, at any time for: racism, sexism, disrespect, discrimination, or any form of harassment or abusive behaviour and will result in immediate and permanent termination of service.


2. Health and Safety Compliance

As a cleaning company, we must strike the delicate balance between liability, health, safety, and job requirements. Certain tasks or situations can risk a cleaner’s health and safety or an item or space in your home. To keep everyone and everything safe, our staff are not allowed to:

  • Clean spaces that have any sort of infestation whether active or treated (e.g. bed bugs, cockroaches, mice, etc.), or clean any pest droppings (e.g. from mice, pigeons, other vermin, etc.).

  • Clean floors by hand in areas larger than 10’ x 10’ (3 m x 3 m)

  • Clean out and/or change cat litter boxes

  • Handle feces/urine/vomit/bodily fluids from a pet or a human

  • Clean fireplaces

  • Hand-wash drapery or provide laundry services

  • Clean exterior windows higher than 12 feet and not accessible by balcony

  • Stand on counters, furniture, or appliances to clean hard-to-reach areas

  • Lift or move any items heavier than 100lbs

  • Perform outdoor work (lawn care, gardening, barbecue cleaning, snow removal)

  • Clean in an area that is still under major construction and is not safe

  • Clean ceilings (except for dusting corners and moldings)

  • Refinish hardwood or grout, or strip, wax, and/or buff floors

  • Clean a home in which a contagious illness or excessive bodily fluids are present

  • Clean a home that has a severe mold or mildew problem

  • Clean an area with excessive clutter where it poses a danger to staff or risk of property damage.

  • Clean with harsh chemicals (bleach, ammonia, etc)

If any of the above issues do exist in your home, we suggest you contact a specialized cleaning and restoration professional for these areas. It is your responsibility to alert HAUSLY if any of these issues exist, as we encourage our staff to exercise their legal right to refuse any work which is unsafe, or services they are untrained and/or uncomfortable doing.

3. Pet Disclosure and Responsibility

Customers are required to disclose whether pets have lived in the home at the time of booking. This information is essential for us to prepare adequately for the cleaning service. Our standard deep clean and move-out clean do not cover extensive pet-related cleaning tasks such as hair buildup, pet stains, odours, or wall discolouration caused by pets.

If our cleaning team arrives and discovers that pets have been living in the home, and the Pet Homw Service was not booked, we will do our best to proceed with the scheduled cleaning. However, we will not be responsible for fully addressing pet-related cleaning issues. In such cases, additional charges may apply if the cleaning cannot be completed within the originally allotted time.

We are not liable for any incomplete cleaning or dissatisfaction arising from undisclosed pet-related issues when our Pet Care Service has not been booked.


4. Environmental Requirements

For our staff to clean and disinfect properly, we require access to both hot and cold running water in the kitchen and bathroom(s). Upon arrival, the property must be accessible, reasonably clutter free, and prepared for the service that was booked.

The conditions represented during booking form the basis on which Hausly determines staffing, equipment, scheduling, and reserved cleaning time. If the conditions encountered upon arrival differ materially from the information provided at booking including active moving, packing, occupants remaining in the property, undisclosed furniture or belongings, contractors or tradespeople working on-site, inaccessible rooms, or other activities that interfere with the cleaning, Hausly may pause, modify, delay, reschedule, add cleaning time to, or discontinue the service.

A cleaner's decision to proceed despite unexpected conditions is a good-faith effort to complete the appointment and does not constitute acceptance of those conditions, modification of the booked service, or waiver of the client's responsibilities under these Terms of Service. Any delays or additional work caused by the client, occupants, movers, contractors, tradespeople, deliveries, or other third parties may be billable after a 15-minute grace period. A prepared work environment is also a safety requirement. Cleaning equipment, products, vacuums, stools and other tools must be safely positioned throughout the property. Multiple individuals moving through an active work area may increase trip hazards, interfere with equipment placement and divide the cleaner's attention between cleaning and maintaining a safe workspace.

In the event of an unscheduled evacuation, such as a fire alarm, additional time required to complete our services will be billed. Scheduled alarm tests will be worked through where it is safe to do so.



5. Client Responsibilities

Clients are responsible for providing complete and accurate information regarding the property and requested service at the time of booking.

Our booking forms provide opportunities to disclose information that may affect the cleaning, including remaining furniture or belongings, pets, damaged or fragile items, areas requiring special attention, trades or moving activity, access arrangements, and other relevant property conditions. Where Hausly provides recommendations during a telephone or email consultation before booking, those recommendations are based on the information available at that time. The booking ultimately submitted by the client is considered the final and most current instruction to Hausly. Staffing, equipment, service scope and reserved cleaning time will therefore be based on the completed booking unless subsequent changes are communicated to and approved by Hausly before the appointment.

Clients must notify Hausly of any material change in the property's condition before the scheduled service. This includes changes to occupancy, moving schedules, remaining furniture, construction or trades, access, property condition, or requested cleaning scope. Our estimated cleaning time is an estimate only and is not a guaranteed number of labour hours. Actual duration and staffing may vary based on the service booked, property condition and circumstances encountered on site.

Clients must remain reachable during service hours where additional time, access questions or unexpected conditions require clarification. Where additional time is required but cannot be approved, Hausly cannot guarantee completion of the entire property or eligibility for a complimentary re-clean.


6. The Moving Clean (Move-In/Move-Out Cleaning Service)

Vacant Property Requirement: The Moving Clean is designed specifically for properties that are completely vacant and ready for cleaning. The property must be vacated of occupants, furniture and personal belongings, including contents inside kitchen appliances, cupboards, drawers, bathroom storage, closets, laundry areas and common spaces, unless otherwise approved in advance by Hausly. Moving Cleaning is not designed to take place simultaneously with an active move, packing, furniture removal, key handover, staging, delivery, contractor visit or other activity involving people repeatedly entering or using the property. The vacant-property requirement is not simply a preference. It allows our cleaners to follow a structured workflow, safely position equipment, access all required surfaces, preserve areas that have already been cleaned and deliver the final condition associated with the service. Where occupants, movers or other individuals continue entering previously cleaned areas, Hausly cannot guarantee that those areas will remain in the condition in which the cleaner completed them. Dirt, pet hair, debris, footprints or other contaminants reintroduced after an area has been cleaned are not considered cleaning deficiencies.

Remaining Furniture or Belongings:Furniture cleaning, upholstery detailing, mattresses, décor and personal belongings are not included in our Moving Clean unless specifically included in the confirmed booking. If furniture or belongings remain unexpectedly, Hausly may clean accessible structural areas around them where reasonably possible but does not guarantee access underneath, behind or within those items.

Non-Removal of Items:Our staff are not responsible for excessive garbage or disposal of personal belongings unless additional time or an applicable service has been booked.

Wall Damage: Cleaning cannot restore gouges, permanent staining, damaged paint or other wall deterioration. Painting and restoration must be arranged separately.

6a. Property Inspection & Existing Conditions

Client/Representative Inspection Responsibility:The Moving Clean is a cleaning service, not a property inspection, condition assessment, PDI, damage report, or turnover inspection. The client(landlord, realtor, property manager, incoming tenant, or other representative) is responsible for conducting their own thorough inspection of the property before Hausly arrives, including areas that may not be visible during a walkthrough such as the interiors of appliances, cupboards, drawers, closets, laundry equipment, plumbing areas, storage spaces, and other enclosed or concealed areas. Hausly cleaners arrive prepared to begin the cleaning service that has been booked. Where our cleaners incidentally observe a condition that directly affects the cleaning, creates an immediate safety concern, may cause further property damage if left unaddressed, or requires client direction before work can reasonably continue, Hausly may notify the client during or after the appointment. Examples may include active or suspected infestations, visible or audible water leaks, significant mould or mildew, damaged or unstable fixtures, compromised appliances, unsafe surfaces, or other conditions that materially affect our ability to perform the service. Any such notification is provided as a courtesy and does not constitute a property inspection. Where a property has not been thoroughly inspected before Hausly’s arrival and undisclosed conditions are discovered during the service, Hausly may limit or discontinue affected work where necessary for safety, liability, or service reasons.

7. Appliance Handling

For Deep cleans and Moving cleans, our team does not pull out kitchen appliances to clean behind them, as this poses a risk of damage to flooring. Clients are required to move these appliances if they wish for the space behind them to be cleaned. Our cleaners use other methods to clean these areas to the best ability.


8. Insurance & Liability

Hausly is fully insured with $2,000,000.00 liability coverage and $10,000.00 bonding insurance to ensure the protection of both our clients and our cleaning professionals. Our staff are highly trained and extremely careful, but they are human! We will alert you to an at-fault breakage or damage, and work out a fair solution, which involves repairing or replacing the item within reason. HAUSLY and the client must work cooperatively to resolve the situation, and we aim to do this within 15 business days. After 15 business days, no compensation will be granted. We do not take responsibility for anything broken or damaged prior to the staff arriving, nor do we take responsibility for breakage or damage resulting from faulty or unfinished installation or finishing of any items or surfaces, or normal wear and tear that results in a breakage. These items and finishes include floors, countertops, tiles, blinds, lighting, plumbing, or other fixtures, appliances, unsecured items not being stored appropriately, or any breakage or damage caused by other tradespeople. Further, we require you to disclose any item that is considered irreplaceable or irreparable, an heirloom or antique, artwork, etc., before we attend.

9. Non-Cleaning Related Tasks

To maintain the integrity of our service, the safety of our staff, and the clear boundaries of our agreements, Hausly strictly prohibits any requests for services outside of the agreed-upon cleaning tasks booked with Hausly Inc. This includes, but is not limited to:

  • Handing off packages or documents to couriers, concierge, or third-party services

  • Letting in, meeting, or coordinating with contractors, movers, realtors, stagers, or any other third-party personnel

  • Monitoring or being responsible for home deliveries, furniture drop-offs, or tradespeople

  • Accepting or signing for packages, mail, or deliveries on behalf of the client

  • Retrieving packages from building lobbies or common areas

  • Holding packages or leaving them inside the home

  • Supervising or monitoring children, pets, or other individuals

  • Cooking or preparing food of any kind (for humans or animals)

  • Providing pet care services such as feeding, walking, or pet sitting

  • Participating in any form of caregiving or household management outside of cleaning

  • Waiting on-site for third parties to arrive or complete their tasks

  • Supervising key exchanges or lock changes

  • Starting, programming, or resetting any major household systems or devices, including laundry machines, dishwashers, or HVAC controls

  • Adjusting, operating, or troubleshooting any appliances, smart home systems, thermostats, security devices, or household technology (e.g., doorbell camera, sound systems, alarms, or lighting setups)

Hausly staff are hired solely to perform the cleaning services that have been booked and confirmed through our platform. Cleaners are strictly prohibited from performing any services or interactions outside of those tasks. This policy is in place to protect the safety, insurance coverage, scheduling, and liability boundaries of all parties. If cleaners are requested to do any of the above while on-site, they are instructed to decline politely and notify management immediately. Hausly is not liable for missed deliveries, lost packages, uncompleted third-party services, or any consequences resulting from third-party coordination requests during or after a scheduled cleaning. We kindly ask all clients to coordinate deliveries, key hand-offs, contractor visits, and other non-cleaning matters separately and ensure that they do not overlap with your scheduled Hausly appointment. If these requests persist, Hausly reserves the right to end the service early or terminate future bookings with the client.

10. Non-Solicitation Policy

To protect the integrity of Hasuly and maintain service quality, clients are strictly prohibited from soliciting Hausly cleaners for private services outside of Hausly. Clients may not offer, request, or arrange private cleanings with any Hausly cleaner. If a client is found to have contacted a cleaner directly for private services, Hausly reserves the right to terminate all future bookings with that client. If a cleaner accepts a private arrangement, they are in violation of their contract and will be permanently removed from the Hausly network.

This policy ensures quality control, security, and service consistency while protecting both clients and our professional cleaners. All bookings must go through Hausly to maintain insurance coverage, accountability, and service guarantees.


11. Cleaning Products and Tools

We have researched the cleaning products and tools that perform the best. If less-effective substitutes are provided to us, we do not guarantee our work. Please refer to our product catalogue for recommendations and required tools and products. If you need to purchase something, please ensure you do so at least 48 hours before your service, so we can ensure that you receive the items in time for the service.

12. Cancellation and Rescheduling

We understand that schedules can change, which is why we offer the option to reschedule your appointment without any additional cost. If you need to make a change, please inform us at least 24 hours before your scheduled appointment time. You can do this by sending an email to hello@hausly.ca, including your full name and the originally scheduled appointment date.

Cancellation - For cancellations made more than 24 hours before the appointment, we will issue a refund minus a $15.95 processing fee. If cancelling less than 24 hours before your appointment, we will retain a 50% service fee of your pre-payment. The remaining 50% will be refunded, minus the $15.95 processing fee.

Rescheduling - You can reschedule your appointment up to 24 hours before your scheduled time without any additional cost. Please email hello@hausly.ca with your full name and appointment date.

Lock-Outs - In the event our cleaners cannot start the job due to a lock-out or being turned away, a 50% service fee from the pre-payment will be retained. The remaining amount will be refunded, minus the $15.95 processing fee.

Cancellation by Hausly - If we terminate a job due to non-compliance with health and safety guidelines, a 25% refund of the total service fee will be provided, minus the $15.95 processing fee.

13. Add-On Services & Last-Minute Adjustments

Many of our add-on services require specialized products and equipment that are reserved specifically for your cleaning and involve additional costs for transportation to and from your home. Because of this, once an add-on service is booked, it cannot be canceled or removed upon arrival, as the necessary resources, including staff scheduling, have already been allocated. If an add-on service is no longer needed, we ask that you notify us at least 48 hours before your scheduled appointment so we can make the necessary adjustments. If a refund is applicable, it will be processed after the cleaning is complete.

Similarly, additional services cannot be added on-site. Cleaners follow a structured schedule, and last-minute service requests cannot be accommodated, as they require advance planning, additional equipment, and reserved time that cannot be adjusted on the spot.

All confirmed add-on services are final and non-refundable once within the 48-hour window before the scheduled cleaning.

14. Incomplete or Unsatisfactory Cleaning Services

Our priority is ensuring customer satisfaction. In the event that a cleaning service does not meet your expectations or is incomplete, we offer a free re-clean. This service will be scheduled at your earliest convenience, and we will make every effort to arrange for the re-clean within 24 hour, even if it falls on a Sunday or outside of regular business hours. Please note: If the offer of a complimentary re-clean is declined, Hausly considers this a denial of the opportunity to make things right. As a result, the case will be considered closed, and no further actions will be offered.

15. 72-Hour Satisfaction Guarantee(Free Re-clean)

Although we are meticulous and do our absolute best at all times, we may occasionally miss something at your service or not have it done to your liking. We certainly take responsibility for our work and will return to do a touch-up service on the area that was missed as long as it is reported within 72 hours and was part of the originally agreed-upon work. This offer does not apply to services that have been capped, where additional time was requested and not approved, or where the cleaning time is longer than the estimated time and we have to return to complete the work. If we do not hear from you within 72 hours, this guarantee expires and no touch-up service will be offered. Please keep in mind that our staff are not magicians! If an item or area has been damaged in the past, improperly cared for, stained, or has aged past the ability to be cleaned, these items and areas may not become completely clean after our visit and therefore a touch-up would not be offered.