1. Credit Card Pre-Authorization
A valid credit card is required to hold your appointment and must remain on file at all times. On the morning of your scheduled service, your card will be pre-authorized for the full booking amount.
If the pre-authorization is unsuccessful for any reason — including insufficient funds — your appointment will be automatically cancelled and you will be notified to update your payment details.
2. Payment Policy
All invoices are due upon receipt unless otherwise agreed in writing. The following terms apply to outstanding balances:
Grace period7 days after the invoice due date
Administrative fee$50.00 immediately after grace period
Monthly finance charge2% per month on outstanding balance
NSF fee$45.00 for any declined or returned payment
Fees are applied automatically. Please keep payment details current and contact us promptly with any billing concerns.
3. Cancellation & Rescheduling Policy
We reserve dedicated time exclusively for your appointment. If your plans change, please give us as much notice as possible.
Notice givenFee
More than 71 hoursNo fee
71 hours or less25% of booking rate
23 hours or less50% of booking rate
3 hours or less (same day)100% of booking rate
Rescheduling to a date more than two weeks away is treated as a cancellation and carries an administrative fee. Appointment reminders are sent in advance.
4. Arrival Times
All appointments are scheduled within an arrival window of 9:00 AM – 4:00 PM. Specific arrival times cannot be guaranteed, as routes shift based on staff availability, traffic, weather, and the duration of earlier jobs.
Specific arrival times may be requested for full-price services only, subject to availability and a one-time administrative fee. Not available for discounted or promotional services.
If your arrival time shifts, you will be notified. We never rush a clean — every home receives the full attention it deserves.
5. Access to Your Property
Not home: A keyless entry code or lockbox is required. Access codes must be provided before your first clean. Lockboxes are available at local hardware stores or at amazon.ca.
Home during your appointment: Please remain available and ready to provide access throughout the full 9:00 AM – 4:00 PM window. If our team cannot get in, the appointment is treated as a late cancellation and billed at the applicable rate.
6. Pricing & Scope of Work
Your quote is based on the scope and condition of your home as discussed at booking. Additional charges may apply if:
- •The scope of work changes from what was originally discussed
- •Add-on services are requested on the day of the appointment
- •The home's condition differs materially from what was described (e.g., heavy buildup, grease, or reduced accessibility)
If extra time or labour is required, we will call for authorization before proceeding — up to three attempts. If unreachable, authorization is considered implied. All prices are subject to change without prior notice.
7. Parking
Whenever possible, please provide accessible, no-cost parking for our team. Any paid parking required to service your property will be added to your invoice.
8. Biohazard & Safety Policy
The health and safety of our team is our top priority. Our cleaners will vacate the property immediately and the full booking rate will be charged if any of the following are encountered:
- •Urine, feces, vomit, blood, or other bodily fluids
- •Soiled linens or materials requiring biohazard handling
- •Evidence of rodents, pests, or active infestations
- •Needles, hazardous waste, or unknown substances
- •Threatening, abusive, or unsafe behaviour toward staff
Unsure if your home qualifies? Please contact us before your appointment so we can advise you.
9. Closed Door & Drawer Policy
Our team respects your privacy. Closed doors, cabinets, and drawers will not be opened unless specifically requested. Standard exceptions include:
- •Tops of kitchen and bathroom drawers containing crumbs or hair
- •Under-sink cabinets
- •Garbage receptacle areas
We are not responsible for areas that were inaccessible due to being closed or locked at the time of service.
10. Documentation & Photography
Our team takes before-and-after photos for quality control, staff training, and pre-existing damage documentation. All photos remain strictly for internal use unless explicit written consent is provided. If you have concerns about photography, please contact our office before your appointment.
11. Non-Solicitation Policy
Polished Cleaning Services invests significantly in recruiting and training our team. A recruitment fee of $2,500 applies if a client directly hires or privately contracts with a current or former Polished team member within 24 months of their departure from our company.
12. Damaged Items
If damage occurs during an appointment, our team will notify you on the spot and our office will follow up promptly. Please report any concerns as soon as possible after your service. We are not responsible for damage resulting from:
- •Normal wear and tear
- •Unstable or improperly secured fixtures
- •Pre-existing damage
- •Items in fragile condition not disclosed at booking
13. Returning After a Pause in Service
If services are paused for more than six consecutive weeks, your next appointment will be treated as an initial clean and billed at current rates. A new estimate will be required, and any previous special pricing or promotional discounts will no longer apply.
