Terms of Service

1. Scope of Services:

   • Clean Victoria provides professional cleaning services in Victoria, BC, Canada.
   • Our services include residential and commercial cleaning, short term, rental turnover services, move-in move out cleaning, post construction cleaning, and special event cleanups.
   • We operate in teams of 2, 3 or individually. Based on scheduling, we may send 1 cleaner or 2-3 depending on our team availability and the needs of the job. Please request if you would like a specific number of cleaners.

2. Scheduling and Appointments:

   • Clients can schedule appointments through our website, email, and via phone.
   • We require a minimum notice of 24 hours for cancellations or rescheduling. 
   • Estimated arrival time is always a given estimate and accuracy may depend on location, our team schedule, and daily circumstances.
   • We book arrival times in 30 minute windows in the mornings (ex. 9:00am-9:30am), and 60 minute arrival windows in the afternoons (ex. 1:00pm-2:00pm), as often our days can be unpredictable. 
   • When booking regular recurring residential cleanings, please note that the same cleaner may not be assigned each time, and our cleaning team may consist of one or more cleaners depending on scheduling and availability of our team. If requested, we will always do our best to match you up with the same cleaner every time, but it is not guaranteed.

3. Payment Terms:

   • Payment is due upon completion of services.
   • Established clients may be be billed weekly, bi-weekly or monthly.
   • Billable hours are in accordance with the number of cleaners assigned to a job (ex. 2 cleaners working for 2 hours each, equals 4 billable cleaning hours).
   • For all first cleans we place a $50 charge on a valid credit card which we will keep on file (deleted after job completion). This amount is put towards your clean once the job is complete, and is necessary to hold the booking. We also accept a full deposit via e-transfer for the total estimated amount of the clean or 50% on larger jobs.
   • You do have the option to keep your credit card on file for future billing if you would like. Otherwise the card will be removed for your security after the clean.
   • Regular residential cleans are exempt from an initial deposit. However, we may still require one depending on the scope if the job. 
   • If parking expenses incur at your location, fees may be added to you bill to cover these costs. Let us know if you have visitor parking or free street parking available at your location to avoid these extra costs.

   • We accept online payments through our secure platform, as well as etransfer, and credit card. Contact us if you are interested in paying by check or cash.

4. Cancellation Policy:

   • Clients must notify Clean Victoria at least 24 hours in advance to cancel or reschedule a cleaning appointment.
   • A cancellation fee may apply for appointments canceled less than 24 hours before the scheduled time. Typically, this is a 2 hour charge. 

5. Access and Security:

   • Clients are responsible for providing access to the premises at the scheduled cleaning time, providing accurate access instructions.
   • Clean Victoria ensures the confidentiality and security of client information.

6. Quality Assurance:

   • We strive for customer satisfaction and welcome feedback.
   • If the client is not satisfied with the service, we will make reasonable efforts to address and resolve the issue.
   • Before and After Photos: For quality assurance, we take before and after photos of every clean. These can be provided to you upon request. If you prefer not to have photographs taken in your space, simply inform us, and we will exclude this from our cleaning checklist.

7. Liability:

   • Clean Victoria is bonded, fully insured and takes utmost care during cleaning services.
   • Our employees are WorkSafe BC insured and trained with our safety standards and measures.
   • Clients are encouraged to report any damage or issues within 48 hours of service completion.

8. Employee Safety and Background Checks:

   • Clean Victoria is committed to the safety of its clients and their premises.
   • All employees undergo thorough background checks as part of our hiring process.
   • Our team is trained to follow safety protocols and maintain a professional and secure work environment.

9. Safety Measures:

   • Clients are responsible for securing pets during cleaning appointments.
   • Clean Victoria adheres to safety protocols, using environmentally friendly cleaning products.

10. Termination of Services:

    • Clean Victoria reserves the right to terminate services in case of unsafe working conditions or violation of our terms.

11. Changes to Terms:

    • Clean Victoria may update these terms with or without notice.
    • Clients are encouraged to review the terms periodically.

12. Pricing Changes:

    • Estimates: All estimates are approximate and may change. Final pricing and cleaning hours can vary based on the actual condition, level of dirt, and any additional cleaning tasks or hours requested.
    • Clean Victoria reserves the right to change pricing without notice.
    • Clients may be notified of pricing changes through email or other communication methods.
    • Pricing may vary depending on your region or location. 
    • Statutory Holiday Rates: Services provided on statutory holidays are subject to time and a half charges to reflect increased labor costs as required by BC labor laws.

13. Coverage Area:

    • Our service coverage area is detailed on our webpage: Clean Victoria Coverage Area.
    • Clients are responsible for ensuring their location falls within our designated service area.
    • Recieve a preferred rate if you are located in the Victoria BC core coverage area.
    • Standard rates if you are located in an extended coverage area. Additional travel fees may apply.
    • We offer "Extended coverage" to the Greater Victoria area including Langford, Colwood, Westshore, Goldstream, Highlands, Central & North Saanich, and Brentwood Bay.
    • Metchosin, Sidney and Sooke are also in this coverage area but the availability may vary. 
      

14. Privacy Policy: 
    

    • We collect customer contact information (name, address, phone number, and email) for scheduling, service delivery, and communication purposes.
    • Credit card details provided over the phone are securely stored only until the cleaning appointment is completed, after which they are permanently deleted.
    • We do not share personal information or credit card details with third parties, except as required by law.
    • Customers can contact us with any questions or concerns about their privacy.
15. Contact Information: For inquiries or assistance, please contact us through our  website, email, or via phone.

 

By using Clean Victoria's services, clients agree to abide by these terms of service. These terms are effective as of the date of service initiation.