Winter Maple Cleaning — Terms & Conditions
Last updated: February 7, 2026
These Terms & Conditions (“Terms”) apply to all cleaning and related services provided by Winter Maple Cleaning (“Winter Maple,” “we,” “us,” “our”). By booking or receiving services, you agree to these Terms. We may update these Terms from time to time. The version posted on our website at the time of booking applies.
Health & Safety (Illness / Infectious Symptoms)
For everyone’s safety, please tell us before your appointment if anyone in the home is experiencing symptoms of a contagious illness (for example: fever, cough, vomiting, flu/COVID-like symptoms), has recently tested positive, or is under isolation/quarantine guidance. If we arrive and believe the environment is unsafe, we may pause, reschedule, or discontinue service. Applicable late-cancellation fees may apply if we cannot safely proceed.
Satisfaction & Re-Clean Policy (No Refunds)
Because cleanings are customized and time is reserved specifically for you, we do not offer refunds. If something was missed, please contact us within 24 hours of your booking start time to request a free touch-up/re-clean. To qualify: (a) provide a clear list of the missed areas (photos help and may be requested); (b) requests made after 24 hours may not be eligible; (c) a re-clean addresses missed items only and cannot be used to add new services or expand scope; (d) re-cleans are typically scheduled within 24–48 hours, subject to availability, and you must be able to provide access.
Payments & Receipts
Payment is due in full at the time of booking unless we’ve agreed otherwise in writing. We accept credit card and any other methods listed at checkout. Cash is not accepted unless approved in advance. Receipts are emailed automatically to the email address entered during booking. If you don’t receive one, contact us and we’ll resend it. Receipts can only be sent to the booking email for privacy and security.
Cancellations, Rescheduling & Late Fees
You may cancel or reschedule free of charge up to 24 hours before your appointment start time. Changes made within 24 hours are subject to a $79 late cancellation fee. If you reschedule within 24 hours, the $79 fee may apply depending on notice and staffing already dispatched. Multiple reschedules may require a new date/time based on availability and may impact pricing.
Access, Lockouts & Inaccessibility
You are responsible for ensuring we can access the home at the scheduled time (key, lockbox, code, concierge, etc.). If we cannot access the home (lockout/inaccessibility), we may reschedule the service and charge a $79 lockout fee (plus any additional travel fee where applicable outside our normal service area).
Arrival Windows
Your appointment time includes a +/- 1 hour arrival window due to traffic, weather, and scheduling realities. If we anticipate delays beyond that, we’ll contact you as soon as possible.
Pricing, Home Condition & Service Frequency
Pricing is based on the home size, condition, requested service type, and frequency (for recurring clients). If the home’s condition or size is materially different from what was described at booking (for example: heavier buildup, extra rooms, additional bathrooms, pets not disclosed, excessive clutter), we may adjust the service plan, adjust the price, convert the booking to an hourly/alternative service type, or reschedule if we cannot complete the job within the booked time.
Service Types & Changes During Service
We offer service categories such as Standard, Deep, Move-In/Move-Out, and Hourly/Custom Time (plus any add-ons listed on our site). Booking type cannot be changed once the service has started without approval from our office. Our cleaning teams cannot authorize scope or pricing changes on-site. All changes must be approved by Winter Maple via text/email/phone.
Move-In / Move-Out Cleanings
Move-in/move-out pricing assumes the home is empty and free of clutter. If the home is not empty (items in cabinets, fridge, rooms still occupied), we may reprice the service to a Deep/Standard plan or add additional charges. Inside cabinets, inside fridge/oven, and similar add-ons require the areas to be emptied before we arrive. We do not guarantee removal of pet odours or severe staining; specialized remediation may be required.
Hourly Services
Hourly services are billed based on time booked and/or time used (per cleaner), at the rate shown at checkout. If you are home and request additional time beyond what was booked, additional time is billable. If you are not home, we will notify you when the booked time is complete and advise if additional time is recommended. If insufficient hours are booked, we will focus on your priority areas and communicate what could not be completed.
Teams & Staffing
Cleanings may be performed by one or more cleaners depending on the job. We try to keep teams consistent, but staffing may change due to scheduling, illness, or operational needs. Some services may be performed by independent contractors working with Winter Maple, under our standards and policies.
Scope Limits (What We Don’t Do)
To protect your home and our team, we do not perform work outside normal residential cleaning scope, including but not limited to: mold remediation, biohazards, bodily fluids, pest infestations (ants/roaches/fleas, etc.); heavy lifting (over ~20 lbs), moving large furniture/appliances, exterior window washing, high-risk ladder work; specialty restoration (grout/tile restoration, wall repair, construction/renovation services). If a safety or hazard issue is discovered, we may clean around it and notify you.
Working at Heights
For safety, we do not work above two ladder rungs (step-stool height). Anything requiring higher access will not be serviced.
Pets
Please secure pets where possible. We are not responsible for pets that escape when doors are opened. We do not clean litter boxes or pet waste/urine/feces.
Supplies & Equipment
We bring standard cleaning supplies and equipment. If you require a specific product, notify us in advance. In certain situations (for allergy control or unique conditions), we may request that a working vacuum be provided for use in your home.
Photos (Before/After)
We may take before/after photos for quality control, training, dispute resolution, and marketing. We avoid capturing identifying personal details and will not publish identifying information. If you prefer no photos, contact us before your appointment. Quality-control documentation may still be required in limited cases.
Damage, Breakage & Claims
Please secure valuables (cash, jewelry, heirlooms). While rare, accidental damage can occur. Any damage concerns must be reported within 24 hours of service completion. Where we confirm responsibility, we may repair, replace, or reimburse up to the value of the item, at our discretion. We are not responsible for pre-existing damage, improper installations (e.g., poorly mounted items), or items that cannot be safely handled.
Security Systems
If you have an alarm system, ensure it is disarmed or provide instructions/codes prior to arrival. If codes change, notify us.
Privacy
Calls/messages may be recorded or stored for quality and training. We do not sell your personal information. We may share information only as required to deliver service (e.g., scheduling/payment systems) or as required by law.
Holidays
We observe select holidays and may adjust schedules accordingly. If your recurring clean falls on an observed holiday, we’ll contact you to reschedule.
Limitation of Liability / Disclaimer
Services are provided “as is” to the maximum extent permitted by law. We do not guarantee outcomes affected by permanent wear, long-term buildup, staining, or surfaces that are damaged or deteriorated. To the maximum extent permitted by applicable law, Winter Maple’s total liability for any claim will not exceed the amount you paid for the service giving rise to the claim (or a reasonable portion of it).
Governing Law & Disputes
These Terms are governed by the laws of [Nova Scotia / your province] and applicable Canadian federal law. Any disputes will be brought in the courts located in [Halifax Regional Municipality / your chosen venue], unless otherwise required by law.
Entire Agreement
These Terms, together with your booking confirmation and any written add-ons or notes, form the entire agreement between you and Winter Maple Cleaning.