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)

  • Use ladders higher than 3’ (91 cm) (a 3-step ladder is the only permissible type)

  • Clean out and/or change cat litter boxes

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

  • Clean fireplaces 

  • Hand-wash any type of clothing

  • Provide any 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 50 lbs (23 kg) 

  • Clean a toilet without a proper toilet brush

  • Clean a car or a garage

  • 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. 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). This is essential for the execution of our services. Upon arrival, we expect the home to be ready for cleaning. Any delays caused by the client or third parties may be billable after a 15-minute grace period. We request a clutter-free and accessible workspace. If other activities, such as repairs, moving, or if tradespeople are present and impact our ability to work efficiently, additional time spent waiting or working around these obstacles will be billed.

  • 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, adhering to any necessary safety protocols.

4. Scheduling and Access

We typically schedule cleanings between 8 AM and 5 PM on monday to friday and 9 AM to 2 PM on saturday. We provide an estimated time for our arrival — to accommodate traffic and transit system delays. Every cleaning allows a 15 minute grace period at the beginning of the clean in cases where your cleaner is running behind schedule.

5. Client Responsibilities

Our estimated time is based on cleaning and doesn’t account for time spent tidying. If the home is not tidied ahead of time, our staff will need to spend time tidying, guessing where things go, and then cleaning the space that they have just tidied. If they have to spend extra time, please be aware that additional time will be billed for the service. Dressing and/or undressing bedding is not apart of our cleaning checklist. For optimal results within the time estimated, please spend a few minutes tidying your home prior to the staff’s arrival. You know your space best and where everything should go.

  • Tidying the space before arrival aids in the efficiency of our service.

  • Clients must be reachable during service hours to address any additional time requirements.

If we cannot make contact or the requested additional time is not approved, we cannot guarantee our work or that the entire space will be cleaned. If the requested time is not approved, a free re-clean service cannot be offered.  

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

  • Empty Spaces: The unit must be completely vacated of all contents, including personal items inside kitchen appliances, bathroom cupboards, closets, laundry areas, and common spaces.

  • Non-Removal of Items: Our staff is not responsible for the removal of excessive garbage from the unit. If garbage removal is needed, additional cleaning time must be booked to handle these items.

  • Wall Damages: We do not take responsibility for the removal of excessive markings or gouges on walls. The client must acknowledge and make arrangements for repainting separately.

  • Above Cupboard Cleaning: Cleaning the space above kitchen cupboards is not included in our Moving or Deep clean services. This area is addressed only if the 'additional cleaning time' add-on has been purchased and specified in the booking details.

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. Damage Protocol

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. 72-Hour Satisfaction Guarantee

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. 

10. Professional Staff

All our staff must provide a current police clearance prior to being hired. Once they are cleared, they undergo rigorous training, and are bonded and insured, so that they can provide you high-quality professional services. They are covered by $2,000,000.00 LIABILITY INSURANCE AND $10,000.00 BONDING INSURANCE. We spend a lot of time finding and training our staff to provide our clients with the best possible service. You may not solicit them to be employed or contracted by you or your affiliates for cleaning services of any kind.

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

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.

Cancellations:

We request that you notify us as soon as possible if you need to cancel your appointment. For cancellations made more than 24 hours before the appointment, we will issue a full refund. However, please note that a processing fee of $15.95 will be deducted from the refund amount. This fee is implemented to cover administrative and transaction costs associated with the refund process. If the cancellation occurs less than 24 hours before the scheduled appointment, we will retain a cancellation fee of 50% of your pre-payment. This fee is necessary to compensate our cleaners for their time that was reserved for your appointment. The remaining 50% of your pre-payment will be refunded to you, minus the $15.95 processing fee.

Special Circumstances:

In situations where our cleaners are unable to begin their work due to being locked out or turned away at the job location, we will retain 50% of your pre-payment as a service fee. The remaining amount will be refunded, subject to the $15.95 processing fee. If we have to terminate a job due to non-compliance with our health and safety guidelines, the refund provided will be based on the specific circumstances of each case. This refund will also be subject to the $15.95 processing fee.

13. No Pet Service

Please note that our staff do not walk, feed, or clean up urine or feces from pets. 

This is a reciprocal agreement and has no time commitment. Either party can cancel at any time for any reason, as long as the appropriate notice has been given. This policy is subject to change at any time.