Our Terms of Service

1. Your Card and Payment

The money part, kept simple.

• A valid credit card is required to book and needs to stay on file. It's how we keep things simple on clean day.
• We place a hold on your card before your clean. If the hold declines, our system automatically pauses service and your scheduled appointment is cancelled until the card is updated.
• If you've subscribed to notifications, you'll get a text and email right away asking you to update your card on your client dashboard, or to call or text our office and we'll help.
• Our final schedule goes out to the teams at 8:00 am. If your card isn't updated by then, the cancellation policy applies: you'll be billed for the clean plus a $25.00 NSF fee, since your team and time slot were reserved for you.
• Your card is charged once the clean is complete, along with any add-ons or fees from that visit.
• Invoices are due on receipt. Any balance more than 30 days past due carries interest at 1.5% per month (18% per year).
• If an invoice goes unpaid, future appointments are paused until the account is brought current. Accounts more than 30 days past due may be referred to a collections agency.
• The card on file covers anything owing under these Terms: service fees and balances; cancellation, NSF, sanitation, and administrative fees; interest; parking charges; and recruitment fees.

2. What's Included (and What Costs Extra)

Your price covers the scope you booked. Here's how extras work.

• Your estimate is based on the size and condition of your home and the type of clean you booked. That price covers the scope confirmed at booking, nothing more, nothing less.
• We love to customize. "Clean" means something different in every home, so tell us what it means in yours: the rooms that matter most, the ones to skip, the way you like your kitchen left. Give us 48 business hours' notice and we'll update your account to your preferences, so every team that visits cleans it your way.
• Want something extra? Great. Tell the office at least 48 business hours before your appointment so we can add the time and the right tools to your booking. Our team can't add work on the day.
• Why the notice? Your team usually has another home waiting after yours. Advance notice lets us plan the day properly, so you get the extra you asked for and the next client gets their team on time. It's how we respect everyone's schedule, including yours.
• Please skip the sticky note for the cleaners. Email accounts@polishedclean.com or call/text 204-480-9779 instead. A job list left for the team will change your clean from a flat fee to hourly, and the total clean time will be billed at our posted hourly rate.
• Loading the dishwasher is part of a standard clean. Handwashing dishes isn't. If you'd like dishes done, there's a $30.00 surcharge, and we can only do them if there's time before the next appointment, so please confirm in advance. Pots and pans are always handwashed and are included in that surcharge.
• A little tidying is part of the job. Our team will spend up to 15 minutes picking up clothes, toys, and papers, moving dishes to the sink, and clearing counters and floors so they can actually clean the surfaces underneath. We define excess tidying as anything over 15 minutes, and a heavy-duty cleaning fee may apply. Where we can, we'll check with you first. The easiest fix: a quick pick-up before we arrive means your whole clean goes to cleaning.
• Move-in and move-out cleans: please have the cupboards, drawers, and fridge emptied and the home free of boxes before we arrive. If the team has to work around boxes or clear out cupboards and appliances first, a heavy-duty cleaning fee may apply.
• If the home is quite different from what was described, we'll call you before we start with either updated pricing or a smaller scope for the visit.
• If more time or labour is needed beyond the quoted scope, we'll try to reach you once by call or text at the number on file before going ahead. If we can't reach you, we'll take that as a yes, complete the clean, and bill the extra time. If you decline the extra time, you accept the home in its as-cleaned condition and no complimentary touch-ups apply.

3. Arrival Windows

• Your confirmation and reminders show a specific start time. Treat it as the start of a two-hour arrival window. Your team may arrive anytime within it.
• Traffic, weather, and the home before yours can all shift a start time. We love it when clients meet the team, but we can't promise an exact start, so you may have a bit of a wait.
• If we're running behind and we think it'll inconvenience you, we'll call. Your time matters to us as much as ours does, so you get the choice: wait for the team, or reschedule at no charge. We'd rather ask than assume.
• Please keep the home available for the full appointment. Working around trades, guests, or a busy household takes longer and can affect what gets done and your final price.
• Need a room while we're there, say a shower, a nap, or a work call? Just tell the team. They'll move on, and that area is considered done for the visit. The team won't circle back to it.

4. Cancellations, Reschedules, and Holidays

Life happens. Here's how we handle it.

If you need to cancel or reschedule, just give us as much notice as you can. Fees apply inside the windows below. Why the fee? Your slot is held exclusively for you and your team is paid whether or not the clean goes ahead.

• Same-day changes count as a late cancellation, and the fee applies. If a same-day change is unavoidable, call the office as early as you can. We'll try to find you the next open slot, but same-day moves aren't guaranteed and we can't hold specific teams or windows.
• Asking the team to wait, or to shift the arrival window on the day, may be charged a $25.00 waiting fee and may mean less gets done during the visit.
• If we have to cancel or move your clean because of team illness, a storm, or road conditions, we'll let you know as early as we can and rebook you at the first available time. No fee applies to you in that case.
• General Holidays: if your clean falls on a General Holiday, please contact the office ahead of time if you'd like to keep it. If we don't hear from you, that visit is postponed and we'll see you at your next scheduled clean.

5. Recurring Service

• Recurring cleans are booked weekly, bi-weekly, or monthly.
• Recurring pricing assumes the home is being kept up at that frequency. If a visit gets skipped, the next one may take longer and be quoted accordingly.
• Want to change your frequency or pause service? Just call the office. Please don't decline individual appointments instead.
• We do our best to send the same team each visit, and most of the time we can. We can't guarantee it, though. Every Polished cleaner is trained to the same standard, and your online file, with your preferences and job scope, travels with whichever team walks through your door. Nothing gets lost in translation.

6. Job Timing and Team Size

• We assign one or more cleaners to each appointment. The number of cleaners and total time on site can vary from visit to visit.
• Your price is for the service booked, not a set number of hours. How long a visit takes depends on the condition of the home, access, add-ons, and the scope booked.
• Our team logs arrival and departure times using GPS-enabled field software. For homes outside city limits, timing starts and ends at the Perimeter Highway or Ring Road.

7. Supplies and Equipment

• Our team arrives with everything needed for the scope booked, so you don't have to think about supplies.
• One thing we don't carry: step ladders. If you'd like anything above 6 feet cleaned, please leave one out. For safety, our team won't go higher than two steps when dusting.
• Have a product you'd like us to use? Contact the office ahead of time. We're required to provide safety information and training before our team uses an unfamiliar product, and we won't assume any damages from using a product our team isn't familiar with. We aren't responsible for the results of, or any damage caused by, products supplied by the client.
• We never use products or methods that would void a manufacturer's warranty. If a surface needs specialty treatment, we'll flag it rather than risk damage.

8. Pets, Safety, and the Seasons

Our team's safety is the one thing we don't negotiate on.

• We love pets. Tell us at booking who lives there and where they'll be during the clean. Bonus points if you leave their name and a treat out for us.
• Pets who get nervous around strangers, vacuums, or open doors should be secured. Our team won't clean a room where they don't feel safe, and a visit that can't be completed for this reason is treated as a late cancellation.
• Please tell us about any hazards in the home, including damaged flooring or stairs, unsafe fixtures, firearms, or construction areas.
• A few things our team doesn't handle, for their safety: biohazards such as blood, bodily fluids, vomit, mould, or rodent droppings; sharps such as needles or broken glass; and litter boxes. If our team finds any of these, they'll clean around the area and let the office know. Please take care of these before we arrive.
• Pet feces, indoors or out, is the same story. Our team doesn't pick it up. They'll clean around it, skip that spot, and let the office know. Please do a quick sweep before we arrive so your team can clean the whole space.
• Pests: if our team finds insects they can't identify, or any sign of bed bugs, cockroaches, or an active infestation, they'll leave immediately. The full visit is charged, plus a $100.00 sanitation fee. That fee covers the team returning to the office for fresh supplies, sanitizing all equipment, and disposing of anything that can't be safely reused. We do this to protect our staff and the homes we visit after yours. If you've had a pest issue, please let the office know before booking.
• Please don't smoke or vape in the home while our team is working. Heavy smoke, strong fumes, or fresh chemical odours are a health concern for our staff, and the team may step out or shorten the visit if the air isn't safe.
• Our team deserves a respectful workplace. If a cleaner is treated disrespectfully, harassed, or feels unsafe, they may pause or leave the clean and the visit will be billed in full. This is rare, and we appreciate that our clients make it so.
• A note on the seasons: in summer, please keep the air conditioning or ventilation running. Cleaning is hard work and a hot house is no fun. In winter, please shovel and clear ice from the stairs, walkways, and path to your door. Our team carries equipment in and out, and they may park in your driveway to cut down on the risk of a slip.

9. Closed Doors and Drawers

If a door, cabinet, or drawer is closed, we leave it closed unless you've asked us to clean inside. A few exceptions:

• Top kitchen and bathroom drawers, where crumbs and hair collect
• Cabinets beneath sinks
• Cabinets or drawers containing garbage receptacles
• Areas pre-arranged for access

We aren't responsible for areas that were closed, locked, or off limits.

10. Getting In

• Please make sure our team can get in at the scheduled time. If we can't, our team will wait up to 15 minutes while the office tries to reach you, and a $25.00 waiting fee applies. If we still can't get in, whether it's missing keys, a keypad that won't cooperate, or a pet guarding the door, the appointment is treated as a late cancellation and billed at that rate.
• Delays getting in can also affect what we're able to complete and your final price.
• If you give us a key, code, or lockbox combination, it's stored securely in our systems and shared only with the team on your booking. Please change your codes when you end service with us.
• For move-out cleans, water, power, and heat must be on when we arrive. Without them, the clean can't proceed and is treated as a lockout.

11. Parking

Our team carries a lot of gear. A close, safe spot makes a real difference.

• We need parking within a reasonable distance of your door. Please provide free, accessible parking where you can, and let us know where to park before we arrive.
• Live in a condo, apartment, or complex? Please leave us a parking pass or send the visitor parking details ahead of time so our team can park safely and legally.
• Any paid parking needed to service your home is added to your invoice.
• If parking isn't arranged or the spot is taken, our team will circle for up to 15 minutes and try to reach you. A $25.00 waiting fee may apply for time spent hunting for parking, and that time can also cut into the clean.

12. Photos

• Our team takes before-and-after photos for quality control, training, and documentation.
• These stay in our internal systems and are never shared publicly. We may use images of our work in marketing, but they'll never show identifiable items such as family photos, personal writing, or mail.
• Prefer no photos at all? Let the office know and we'll note your file.

13. Breakage and Damage

• Accidents are rare, but they happen. If something is damaged, our team reports it the same day and the office will reach out to arrange a repair or replacement.
• Please secure or point out irreplaceable, fragile, or sentimental items ahead of time so we can work around them.
• Please also put away cash, jewellery, medications, and other valuables before we arrive. It protects you and it protects our team.
• We aren't responsible for damage from pre-existing wear, improper installation, or items that were already loose, cracked, or wobbly.

14. The Polished Guarantee

We stand behind every clean. Full stop.

• Every Polished cleaner is trained to the same standard, and every home is cleaned to a checklist, not a guess. If something in the scope you booked was missed, we want to know.
• Tell us within 24 hours by call, text, or email, and we'll send a team back to make it right at no charge. A quick photo of the area that needs a touch-up is really helpful. It tells the team exactly what to fix, and it helps us spot training gaps so it doesn't happen again.
• We genuinely appreciate the opportunity to make things better for you. Nobody gets it right every single time, but we'll always own it and fix it.
• Re-cleans cover the scope that was booked. Anything outside that scope is quoted as an extra, and re-cleans are a fix, not a discount.
• We'd always rather come back than have you live with it, so please tell the office directly rather than waiting for the next visit or mentioning it to the team. The office is who can act on it.
• Our Leadership Team also runs regular quality checks in the field, so problems usually get caught before you see them.

15. Your Feedback and Staying in Touch

It's invaluable to us. Truly.

• Your feedback is how we get better. Tell us what you loved, what fell short, and what you'd like done differently. It goes straight to the Leadership Team and shapes how we train.
• Anything we should note on your account? A door that sticks, a cat who bolts, a shelf to skip, a product you prefer. Tell the office any time and we'll add it to your file so every team that visits already knows. The more we know, the better we clean, and that's the partnership working the way it should.
• Happy with your clean? A review or a referral is the best compliment we can get, and both mean a lot to the team who did the work.
• Come hang out with us online. Follow @polished_cleaningservices on Instagram and Polished Cleaning Services on Facebook for client-only promos, seasonal specials, cleaning tips, and the occasional cat who supervised a clean. Promos land there first, so you don't want to miss them.

16. Please Don't Poach Our Cleaners

• Our cleaners are trained, insured, and paid by Polished. Recruiting them away from us, directly or indirectly, has a real cost to our business.
• If you hire or engage a current or former Polished cleaner outside of Polished within twelve months of their last visit to your home, a $500.00 recruitment fee is payable and may be charged to the card on file.

17. Pausing Service

If service is paused for more than six consecutive weeks, the next visit is treated as a fresh initial clean at current rates. That means:

• A new estimate is issued and must be approved before we confirm the appointment
• The clean will take longer than a maintenance visit
• Previous pricing, promotions, or discounts no longer apply
• Preferred dates, windows, and teams can't be guaranteed, though we'll try

18. Your Client Dashboard

• Your client dashboard is the quickest way to manage your cleans. View upcoming and past appointments, request a reschedule or cancellation, update your card, see invoices and receipts, and add extras to an upcoming clean.
• Refer a friend: they get $50 off their first clean and you get a $50 credit. Gift certificates are available for purchase, and you can tip your team directly through the dashboard.
• Dashboard changes still follow the cancellation windows in Section 4. To change your frequency, pause service, or add a job list, please contact the office directly.
• Your login is personal to you. Please don't share it.

19. Updates to These Terms

We may update these Terms from time to time. Updated Terms are posted on our website and referenced in booking confirmations or reminders. Continuing to book with us after an update means you accept the new Terms.

20. Communications & Marketing

• By booking with us, you agree to receive service messages by email and SMS, such as confirmations, reminders, and billing notices. These continue regardless of your marketing preferences.
• Where permitted by law, you also agree to receive the occasional promotional email or text. You can unsubscribe from marketing any time using the link in any message or by contacting us.