Terms and Conditions

Our service model

Heron Cleaning arranges residential and commercial cleaning, coordinates the visit and handles customer support. Contact Heron for booking changes, invoices, service concerns and damage reports. Your confirmation records the selected work and price; personal errands or separate arrangements with an individual cleaner are outside the booking.

1. Booking and selected work

An online quote or reference code does not reserve a visit. Booking is confirmed by phone after we agree the service, price, appointment and the visit hours or cleaner-hours defined in section 7. You must have permission to authorise work at the property. Check your confirmation and tell us promptly about any error.

Your booking covers the listed rooms, tasks and add-ons. Prices and time allowances rely on the property details and selections you provide, including online. Give accurate floor area, room counts, condition, pet and access information, and disclose heavy buildup, renovation dust or specialist requirements.

Basic Cleaning covers the routine tasks selected. Deep Cleaning adds the booked detail and buildup-removal work. Heavy grease, limescale or neglected areas may need Deep Cleaning; renovation dust or hazards may require another service. Changes found at the property follow section 7.

A “from” price needs its stated conditions confirmed. Homes of 5,000 sq ft or more need phone confirmation; post-construction work needs a walkthrough. For detached homes over 4,000 sq ft, the calculator shows the hourly minimum separately from the required property quote.

2. Payment and billing questions

Prices are in Canadian dollars, before HST unless stated otherwise. Pay the full agreed service price and approved extras by the invoice due date, plus tax and less discounts, credits and payments received. The invoice gives payment instructions. Deposits or different payment arrangements are confirmed when booking.

A package price is not reduced when the selected work is completed in fewer visit hours. Declining additional work does not reduce the price of the original service properly delivered. Hourly bookings are billed at the agreed rate per cleaner-hour, with the agreed minimum and rounding. Service concerns follow section 9.

The customer or business named as payer remains responsible even if someone else is expected to reimburse them. A different payer must be agreed with Heron and that payer.

For an invoice dispute, send the amount, reason and supporting details promptly. Undisputed amounts remain due. During review, we pause late fees and collection referral on the disputed portion, then explain the outcome and any revised balance and due date in writing. No late fee is backdated to the review period.

After notice, we may suspend future visits for an overdue, undisputed balance. Resuming depends on payment or an agreed payment arrangement and availability. Repeated late payment may lead to advance payment being required for future bookings.

Booking communications

Keep your contact details current for confirmations, visit updates and invoices. Tell us about errors promptly. Marketing preferences are separate. We may provide relevant service and payment records to a payment provider investigating a dispute, following our Privacy Policy.

3. Late fees and collection

If an undisputed amount remains unpaid after the invoice due date, a one-time late payment fee of $150 for residential services or $500 for commercial services applies, at most once per overdue invoice. The dispute process in section 2 and the legal protections in section 18 govern this provision.

After a final written payment request, we may refer the account to a registered collection agency or pursue legal proceedings. Collection-agency referral fees and commissions are not automatically added to your invoice. Court filing fees, service fees, legal costs and other recovery expenses are payable only to the extent awarded against you by the court or otherwise recoverable from you under applicable law.

4. Cancellations and rescheduling

Please give at least 24 hours’ notice by phone or email. There is no cancellation or rescheduling fee, including when less than 24 hours’ notice is given. Work already performed remains payable.

This applies to individual residential and commercial visits. A replacement date depends on availability. Repeated missed visits or failed access may mean we cannot keep reserving a recurring slot. Ending an ongoing commercial arrangement is covered in section 12.

5. Access, parking and pets

Arrange entry, building permission, parking and any elevator booking. Water, electricity, safe access and a safe working temperature must be available. Paid parking is charged at actual cost, confirmed before arrival. We do not impose an automatic lockout fee.

Provide current entry and alarm instructions and a safe way to exchange keys. Coordinate occupants, movers and contractors so they do not obstruct cleaning. Keep children away from the working area and tell us about hazards, infestations, damaged fixtures or special handling requirements.

Disclose pets and known biting, aggression or escape risks. Throughout the visit, keep pets in a secure closed room, suitable crate or separate enclosed area away from work. A dog outside that area must be on a leash held by a responsible adult and kept safely away from staff. Tell us which areas contain pets; our staff do not supervise, handle, walk or restrain them.

You are responsible for controlling pets and for harm caused by your pets or failure to follow these precautions, as determined by the circumstances and applicable law. Recoverable losses may include medical expenses, lost income and property damage; this does not excuse Heron’s own negligence. Staff safety is covered in section 8.

6. Preparing the property

Clear accessible floors and surfaces. Secure cash, jewellery, documents, medication, weapons and fragile or irreplaceable items. Identify delicate surfaces and existing damage.

For inside kitchen cabinets and drawers, empty them before arrival unless cabinet emptying and repacking is booked. Cabinet interior cleaning does not itself include handling the contents. Empty a fridge or freezer booked for interior cleaning unless contents handling is agreed. Switch ovens off and let them cool; do not apply treatments beforehand unless Heron agrees. Follow the preparation instructions for your selected add-ons.

Move-in and move-out areas must be free of belongings that prevent cleaning. Renovation work must be complete and safe. Furniture removal, construction debris and hazardous-material handling are excluded unless specifically agreed. If preparation prevents a task, we will discuss what can proceed or be rescheduled; changes follow section 7.

Routine rubbish goes in the agreed on-site bins. Keep bins accessible and explain building waste rules. Off-site waste transport, junk removal, sharps, hazardous waste and animal waste are outside routine cleaning. Garage sweeping and other optional tasks must be booked.

7. Visit hours, cleaner-hours and extra work

Two time units

Visit hours measure elapsed cleaning time at the property, regardless of how many cleaners attend. Package bookings use visit hours. Cleaner-hours add together the cleaning time worked by each cleaner. Hourly bookings are priced in cleaner-hours. Travel and staff breaks count towards neither.

For example, two cleaners working for 3 visit hours provide 6 cleaner-hours. A package confirmed for 3 visit hours therefore covers a three-hour visit; it does not become a six-hour visit. A purchase of 3 cleaner-hours from two cleaners covers 1½ visit hours if both work throughout. These examples explain the units, not a promised staff count.

Your confirmation states the applicable allowance. If none was stated and agreed, no undisclosed limit applies.

Changes at the property

If the home is larger than stated, has extra rooms, is in worse condition than described, or needs additional work, staff will explain the difference and propose the extra work, visit hours or cleaner-hours, price and tax. Your approval is required before the extra work continues. Record it by text or email where practical; otherwise staff record who agreed, what was agreed and when, and send written confirmation. Approved extras are itemised on the invoice. Silence or being unavailable is not approval.

If you decline or cannot be reached, staff will complete only the agreed tasks reasonably possible within the confirmed visit hours or cleaner-hours, following your priorities, and explain what remains. No unapproved extra charge is added. If the original service cannot safely or reasonably proceed, we will discuss rescheduling or cancellation.

8. Service limits and staff safety

We may decline tasks involving unsafe heights, heavy lifting, hazardous substances, needles, bodily waste, active infestations or specialist remediation. Cleaning does not restore worn finishes, remove every permanent stain or repair damage.

Tell us about allergies, sensitivities, delicate finishes and product preferences. If you supply products or equipment, provide labels, instructions and surface restrictions. Staff may decline unsafe, unlabelled or incompatible supplies and discuss an alternative. Using your supplies does not waive responsibility for negligent work.

Staff have the right to stop work and leave the property immediately if they feel unsafe because of threats, harassment, abuse, unsecured animals, hazards or other safety concerns. They do not need the customer’s permission to leave. Once safe, we will contact you to explain the concern and discuss next steps. We may decline further visits until it is resolved.

9. The 24-hour re-clean guarantee

Report missed or poorly cleaned work within the agreed service within 24 hours of service completion. We will arrange to put it right at no charge. If a suitable return visit cannot be arranged, we will discuss another appropriate remedy.

The guarantee covers work within the confirmed visit hours or cleaner-hours. It does not add unbooked tasks, cover new mess or subsequent construction, or extend the service for additional work declined under section 7.

10. Damage claims

Report damage in writing within 24 hours of service completion by replying to your booking email or emailing hello@heroncleaning.ca. Include the item, location, approximate value and photographs where available. For later discovery or a reasonable inability to report within 24 hours, notify us promptly afterwards; the deadline does not automatically bar a valid claim.

Preserve the item and evidence where practical and allow us to inspect. We may offer an appropriate repair or replacement instead of cash. Contact us before non-urgent repairs where practical, but take necessary steps to prevent further harm.

Liability for a single damage incident is capped at $500 CAD, subject to section 18. We are not responsible for pre-existing damage or deterioration our work did not cause. Leaving an item unsecured does not automatically exclude a claim for damage caused by our negligence.

11. Scheduling and recurring home cleaning

We confirm arrival times or windows and notify you of delays or staffing changes. We aim to provide a familiar team whenever possible; particular cleaners are not guaranteed.

Residential recurring service has no minimum-term commitment. You can skip, move or stop visits under section 4. Discounts begin on the second visit and depend on the selected schedule. Future price or scope changes are agreed before taking effect; stopping does not reprice completed visits.

Check completed work where practical. Being absent, declining a walkthrough or paying does not waive a valid complaint. Tips are optional.

12. Commercial arrangements

A walkthrough confirms the premises and written scope, price, visit hours or cleaner-hours, frequency and billing schedule. A four-week calculator budget is not a calendar-month invoice. Nightly cleaner-hours remain an estimate until the walkthrough.

The rolling 30-day agreement describes renewal, not an automatic 30-day termination notice, minimum spend or charge for unperformed visits. Any termination notice must be separately stated in the written commercial agreement. Without one, future service may be ended by phone or email, with 24 hours’ notice requested and no termination fee.

A notice period does not itself create a charge for unperformed visits. Completed work and approved extras remain payable. Individual visit cancellations follow section 4.

13. Welcome coupon

The welcome coupon gives $20 off a first residential clean of $200 or more before HST. It is one use per household, using the recipient email address, with booking within 60 days of issue. It has no cash value and cannot combine with other offers or referral discounts.

A saved booking reserves the coupon; cancellation does not automatically reset it. Online validation is provisional until eligibility and booking are confirmed. Future recurring visits keep their usual pricing.

14. Privacy, collection records and photos

We use booking and access information to arrange and deliver service under our Privacy Policy. For unpaid accounts, we may share information reasonably necessary to recover the debt with registered collection agencies, legal advisers or courts: identity and contact details, service address, booking records, invoices, payment history and relevant communications.

We do not share property entry or alarm codes, unrelated household information or unrelated sensitive records for collection. We do not disclose debts to unrelated family members, neighbours or employers, publish them or use collection information for marketing. We check accuracy and protect information when sharing it. Contact us about access or corrections; the privacy page has full details.

We ask permission before taking interior photos. Permission to document cleaning or a concern does not permit marketing use, which needs separate consent.

15. Reviews and confidential information

Do not knowingly publish false statements of fact, fabricate evidence, impersonate others or publish private personal information such as staff contact details, payment information or access codes. Honest opinions, truthful reviews and lawful complaints are permitted. Contacting Heron first is encouraged, not required.

Settlement details are confidential only where you expressly agree in a separate written settlement. Relevant disclosures to legal advisers, insurers, regulators or courts, or to establish or defend legal rights, remain permitted. Heron’s disclosures follow the privacy protections in section 14.

16. Non-solicitation and direct hiring

For 24 months after a cleaner’s most recent Heron assignment to your property, you agree not to hire or engage that cleaner outside Heron for residential, commercial or other domestic services without arranging a direct-hiring referral. This covers current and former cleaners introduced through Heron, not an independent relationship you had before that introduction.

Contact Heron first to arrange direct engagement. A one-time referral fee of $3,000 CAD is due when it begins, whether one-time or recurring. Ending Heron bookings does not end this provision during the stated period. It creates no fee for the cleaner and no automatic charge to a saved payment method. Section 18 governs its application.

17. Delays and disruptions

Severe weather, road closures, utility failures or emergencies may prevent safe or timely service. We will contact you as soon as practical to explain and discuss rescheduling or cancellation and the affected service.

18. Legal rights and agreement

This section applies to every provision above. Ontario and Canadian law govern. Nothing in these terms excludes mandatory service-quality obligations, statutory consumer rights, lawful cancellation rights, refunds or other remedies, or liability that cannot legally be limited. Fees, liability limits, hiring restrictions and reporting deadlines apply only to the extent permitted by law. You retain lawful complaint, court, bank and payment-provider dispute rights.

A copy of these Terms and Conditions is included with your booking confirmation email. These terms apply when you agree to them. A later website revision does not retrospectively change an existing booking. Your confirmation, the applicable terms and any later expressly agreed changes form the agreement. A delay in exercising a right does not waive it; an unenforceable provision does not invalidate the remainder.

Contact 289-813-7484 or hello@heroncleaning.ca for questions, changes or another copy.