TERMS OF SERVICE

1. Payment Policy
a. Net Terms: Payment is due in full upon completion of cleaning unless a net 30 payment structure is agreed upon.
b. Payment Methods: We accept any major bank card. We do not accept cheques, except for commercial clients with bookings over $50,000.00 CAD per annum.
c. Deposit: Deposits apply to one-time/sporadic bookings. Bookings confirmed over 48 hours before service require a 50% deposit. Bookings confirmed within 48 hours of service require a 100% deposit. (It is fully refundable when you cancel 48 hours or more before your booking.)
d. Credit Cards: When you provide your credit card information, you allow us to process your account balance upon completion of service. Your card information is securely stored on an encrypted server.
e. We do not offer refunds. If you are not fully satisfied with the cleaning, please refer to our customer satisfaction policy.

2. Customer Satisfaction Policy
a. If you are not completely satisfied with the cleaning provided on a set date, please email us at info@mpclean.ca with pictures within 24 hours of the job completion. We will return to your premises within 48 hours, or as soon as possible, and re-clean all disputed areas. (Complaints reported later than 24 hours after completion of the appointment will not be honoured.) We are not able to offer refunds or credits.
b. We guarantee all cleaning work within the scope of your Work Order Confirmation (emailed to you after initial booking). Work Orders have your onsite contact information, date of service, default cleaning Checklists, pricing, and a link to this Terms of Service agreement.
c. For one-time bookings, we highly recommend you attend our Walk-Throughs at the beginning and end in order to communicate your expectations. Although we know how to clean, we do not know every area or priority of private properties. The Final Walk-Through provides you the opportunity to mark down unsatisfactory tasks from our Checklist, which we will do our best to re-clean immediately.
d. Since cleaning is a very personalized and subjective service, you understand that MP Cleaning does not offer refunds/discounts on any portion of your cleaning fee.

3. Cancellation Policy
a. MP Cleaning recognizes that occasionally a customer may need to cancel the scheduled cleaning appointment. If you need to cancel your appointment, please email info@mpclean.ca. We ask that cancellations are done at a minimum of 48 hours before your scheduled appointment. Failure to provide notice will result in full charge.

4. Use of Picture Policy
a. During the cleaning service, MP Cleaning and its affiliates may take ‘before’ and ‘after’ pictures of some or all areas of the space. Pictures will never be posted online or published in any other way without your consent. Pictures are used mainly for training purposes, internal documentation purposes, and ensuring quality cleaning.


5. Appointment Times Policy
a. The appointment time starts when MP Cleaning staff enter your premises. Appointment time ends when MP Cleaning staff exits your property or professional corporation. Time spent on walk-through, discussing requirements, and/or providing instructions counts towards appointment time. To ensure efficient use of appointment time, please provide your instructions during booking.

6. Peace-of-Mind Policy
a. All of our employees are fully bonded and insured. To protect your privacy and well-being, all of our employees have also signed a legally enforceable Confidentiality and Non-competition Agreement. All of our employees are required to read a printout of cleaning instructions specific to the property before they start their routine. In a typical printout, they find instructions pertaining to your specialized cleaning checklist, your preferences, and other useful information that can help them to clean the space to your liking. If you have any information that you would like included in your file, please email us.

b. As mentioned above, all of our employees are fully insured and bonded; however, it is in your best interest to let us know if you have special items in your space or property of high monetary or sentimental value. Examples of items that should be reported are: Paintings, Carvings, Collectibles, Expensive furniture, and Antiques. When reporting the special items, please indicate if you want them cleaned and, if yes, then how would you like them cleaned. If you choose not to report your valuables, then we ask that you protect them or put them in a safe place to prevent accidents. You should also put away all jewelry pieces left out as they could be sucked into the vacuum cleaner or accidentally dropped into the sink during cleaning.

7. Safety, Health, and Work Conditions
a. As your property is our worksite, Ontario work standards require you to provide team members a reasonably safe and comfortable space to work (e.g. heating in the winter, lights, electricity, washroom with hand soap and toilet paper).
b. The unit/facility MUST have a hot water source for us to use.
c. If you live in a high-rise building, your elevator should be working for us to transport cleaning supplies.
d. As we do not work at your property every day, we are less familiar with our work surroundings. Please do not leave tripping hazards for us. Please put away sharp objects. Before we come, please pick up clothing/garbage off the floor (as we do not decide what is or is not garbage).
e. The Team Leader is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the property.
f. The Team Leader may, either before or during the provision of the service, not provide or cease the provision of the service where carrying out the service presents, in the absolute discretion of the Team Leader, a risk to health and safety.
g. Moisture on your furniture, floors, and carpets can present a slip hazard on nearby hard surface areas. We ask that the client avoid any areas that we are cleaning and advise any other guests, residents, or contractors of this hazard until the floors and carpets are dry.
h. The client must agree to keep children or dependents away from any equipment or hot water being used as a part of the cleaning process.
i. The client must ensure that the environment that the client is inviting the team to work in is a safe environment free from electrical, structural, or bio-hazards.
j. Cleaning solutions (regardless if eco-friendly, biodegradable, or natural) should not be considered for human consumption.

8. Special Request Items/Add-On
a. You may request Add-Ons after your initial booking/Work-Order Confirmation. This is billed in addition to the original quote. Please email us in advance for Special Requests. For example:

  • Post-construction cleaning (extra drywall dusting, paint spot removal)

  • Inside cupboards

  • Inside fridge

  • Inside oven

  • Inside windows

  • Wipe venetian blinds

  • Baseboard/door/wall marks

  • Balcony – windows + railing dusting + sweeping

  • Laundry – complete laundry onsite/offsite

  • Laundry – start a load in the washer

  • Linens – take out completed load from dryer and fold

  • Linens – change bed linens

  • Clothing – fold clothing/hang into closet

  • Garbage runs – sort garbage, break cardboard, shred paper

  • Polish furniture/gold/silver

9. Out of Scope Areas We Cannot Clean
a. Team members leave certain items untouched, such as personal items, sentimental displays, jewelry boxes, makeup, electronics, shower toiletries, art, or areas containing any body fluids or excretions. We only clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your property.
b. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note or call you regarding the problem. We do not clean inside curio cabinets. If you have firearms on display, you must be licensed and let us know in advance. If you have recreational drugs on the counter, it looks like dust to clean and will be wiped/vacuumed.
c. If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items. Employees cannot climb higher than a three-step ladder, work on the outside of your home (except sweeping condo patio), move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.

  • Addition “Out of Scope” Examples:

    • Exterior cleaning

    • Exterior windows (except patio sliding doors + sweep/dust balconies and front doors)

    • Pressure washing

    • Treat stains on fabric/drapery/carpet/rugs/upholstery (that do not lift after wiping/vacuuming)

    • Steam/Iron clothing

    • Junk removal

    • Damage or odour from smoking/Ozone treatment/Filtration Services

    • Change Light Bulbs

    • Pest Droppings (If there is pest dropping there will be a $150 sanitation fee for equipment)

    • Balcony: awning washing/moss removal/concrete and tile washing

    • Barn

    • Clogged toilets and bathtubs

    • Heavy-duty cleaning such as mold remediation, biohazards, hospital, and specialized cleaning

    • Fireplace

    • Fire/Flood Damage

    • Soot from smoke and cigarette

    • Cobwebs or dusting above 9 ft ceilings

    • Curtains or cotton window coverings

    • Delicate high-hanging light fixtures such as chandeliers

    • HVAC/Inside vents, air ducts, and heaters

    • Organize, sort, or shred papers and documents

    • Aged/Peeling window frames

    • Reseal grout and surfaces

    • Tile grout (shower grout is cleaned. Discoloration of silicone is permanent/cannot be cleaned.)

    • Hoarder occupied

    • Homeless area

    • Criminal area

10. Non-Solicitation Of Team Members

a. All team members agree to non-competition with MP Cleaning. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their employment with MP Cleaning or for 2 years following termination of employment, without written approval from MP Cleaning and a possible placement fee starting at $3,500.00. You agree to not hire team members of MP Cleaning for a period of not less than 2 years from the date the team members last worked for MP Cleaning. A great deal of time and resources are put into recruiting, training and grooming cleaning staff. In the event you feel you must hire a team member of MP Cleaning in spite of this agreement, then a $3,500.00 CAD placement fee is due immediately upon employment of the past/present team members, regardless of whether the employment is regular or on a contract basis.

11. Medication Policy

a. Any medication/medication cabinets will NOT be touched/cleaned unless authorized by the client. If the client authorizes, the cleaning will always be reviewed. Once reviewed with client it will be initialed with the client and the MP cleaner.

12. Statutory Holiday Rates

a. All federal and provincial statutory holidays are subject to a price increase without prior notice.

13. Service Disruptions

a. In the event of a service disruption we may opt to cancel or postpone appointments or temporarily close our office. We will communicate via email or text message to our clients that may be affected. A service disruption may cause our employees to arrive at your premises late without notice. For example, city water pipe bursts and now all patrons must exist the premises, or due to high winds the electricity post has fallen and city is not allowing access.

14. Parking

a. The client is responsible for ensuring that FREE parking is readily available for the MP cleaning staff upon arrival at the client’s residence or jobsite and for the entire duration of the services being provided. Parking must be available on the property or directly adjacent to the property. In the event that free parking is not available, the client is responsible for all parking fees incurred by the employee. The client MUST be available to pay cash for the parking fees for the employee upon arrival.