Terms & Conditions

Welcome to Maple Maids Cleaning Company Ltd. (“Maple Maids”, “we”, “our”, or “us”). By booking a service with us, you agree to the following terms. We’ve written them in plain language, but they still protect both you and us. Any questions? Just call us at 343-353-8065

Services

Maple Maids provides professional residential and commercial cleaning services in Canada. All services are performed by trained and insured cleaning professionals. Service descriptions, durations, and rates are subject to change at our discretion.

Booking & Payments

Estimates are based on bedroom/bathroom count and square footage, powered by Booking Koala’s system and refined from thousands of cleans. If your home’s condition differs significantly from your description (e.g., heavy clutter, excessive dirt, pet hair, or sanitary issues), we may adjust pricing to reflect the additional work required.

Adjustments are based on time and complexity, using our standard rates for general or complex cleans.
We’ll contact you to confirm any changes or offer a free pre-clean inspection to clarify scope.
If we can’t reach you, we may reschedule and apply a $100 cancellation fee. We do not handle hazardous conditions (e.g., mold, mildew, asbestos) and may refuse service if detected, with applicable fees.
Chargebacks: You agree not to dispute valid charges or initiate chargebacks for services rendered or cancellations. All concerns must go through our resolution process first.

Cancellations & Rescheduling

We require a minimum of 24 hours’ notice to cancel or reschedule a booking. Cancellations within 24 hours of the scheduled appointment may be subject to a late cancellation fee equivalent to up to 50% of the service cost.

Arrival & Access

We offer a 30-minute arrival window to allow for traffic or delays.
You agree to provide safe and timely access, including accurate door codes, key placement, or instructions.
After 15 minutes of no access, a $100 lockout fee applies.
You confirm your home is free from health or safety hazards (e.g., contagious illness, exposed asbestos, biohazards).

Right To Refuse Service

We reserve the right to cancel or stop service immediately if we encounter:

Unsafe conditions (e.g., exposed wires, weapons, hostile pets)
Excessive filth, infestation, or hoarding
Inaccessible utilities (e.g., no power or water)
Threatening or abusive behavior

Lock-out fees still apply under these circumstances.

Safety & Service Limitations

To keep our cleaners safe and efficient:

We do not clean exterior windows, climb ladders, or move items over 35 lbs.

We do not provide:

Pet care (feeding, litter boxes, waste, cages, etc.)
Pest control (bugs, rodents, infestations)
Biohazards (blood, feces, vomit, urine, body fluids, mold, hoarding)
Harsh or specialty chemical cleaning
Personal tasks (paperwork, errands, handling valuables)
Laundry except when booked as an add-on (1–2 loads max)
Wall stain removal (crayon, marker, pen, scuffs) — basic wipe-downs only
Heavy lifting (furniture over 25 lbs, appliances over 35 lbs)
Climbing beyond 2-step ladders — no roof or attic cleaning
Outdoor work (2nd-floor windows, lawn care, gutters, exterior surfaces)
Use of homeowner’s vacuum or supplies (we’re not liable for damage or malfunction)
Cleaning fragile items, artwork, or collectibles not disclosed beforehand
Service in homes without water or power in all rooms
Service in unsafe conditions (severe clutter, aggressive pets)

You are responsible for notifying us of sensitive materials or surfaces. We are not liable for damage to unsealed, porous, or pre-damaged surfaces unless caused by gross negligence.

100% Satisfaction Guarantee

We stand by our work with a 100% Satisfaction Guarantee. Our goal is always to leave your home spotless and ensure you’re happy with the service.

If any area was missed, please contact us within 24 hours of your cleaning and we will return to make it right.
If you are home during the service and notice something, please point it out to the cleaner before they leave.
Once the walkthrough is approved, the job is considered complete. Any issues discovered afterward must be reported within the 24-hour window and will be reviewed at our discretion; additional service is not guaranteed.
Complaints received more than 24 hours after service fall outside our warranty and may not be covered. We are not responsible for repair or replacement of items that were already worn, improperly installed, damaged from prior use, or otherwise fragile at the time of cleaning.

Our hourly cleaning package starts with a 3-hour minimum and may be extended at $60 per additional hour.

Hourly services are based solely on the time purchased, not on task completion. Cleaners will focus on your requested priorities within the booked time.

Hourly cleanings do not qualify for our Satisfaction Guarantee, as completion depends on the amount of time selected. Time estimates are guidelines only and may vary depending on factors such as the size and condition of the home, number of occupants or pets, whether the home is furnished or empty, clutter or moving activity, and availability of electricity and water.

Liability

While we take great care in handling your property, Maple Maids is not responsible for pre-existing damage, normal wear and tear, or items not properly secured or disclosed as fragile.

Breakage, Damage & Valuables

We’re insured with $2M general liability coverage per incident.
Please report any damage within 24 hours of your cleaning.
Secure or disclose fragile or irreplaceable items in writing (via email or text). We’re not responsible for damage to undisclosed or unsecured valuables (e.g., jewelry, cash, antiques).
No coverage applies to mold, asbestos, or damage caused by unsafe surfaces unless we’ve been negligent.

Direct Hiring Prohibited

For 12 months after your last cleaning service, you agree not to directly employ, contract, or book any cleaner, contractor, or staff member of our company outside of our service.

In the event of a breach, a $5,000 placement fee will be charged. This represents a genuine pre-estimate of the costs we incur in recruiting, training, and replacing staff, and is legally enforceable in Ontario.
We reserve the right to terminate services immediately if this policy is violated. We actively monitor compliance through booking records, payment data, and contractor reports.

Independent Contractors

All cleaners are independent contractors. By booking, you acknowledge that:

We are not their employer.
We are not responsible for taxes, benefits, or employment-related obligations.
We act as a referral and coordination platform. We can help mediate performance concerns, but you waive liability against us for independent actions.
We may substitute cleaners at our discretion, but all follow the same standards and training to ensure quality.

Pets

We ❤️ pets! That said:

Please keep pets secured during cleaning.
If a cleaner feels unsafe due to a pet, they may leave, and fees may still apply.

Supplies & Allergies

We bring our own vetted supplies unless you request otherwise in advance.
We’re not liable for reactions or damage caused by customer-provided products.

Photos & Records

We may take photos of completed work for internal training, quality checks, and job verification. Photos are retained for up to 12 months, then deleted.
No personal items or people will be photographed or shared for marketing without your consent.

Privacy & Data Use

We use your data solely to deliver services. This may include sharing with:

Cleaners
Booking Koala (booking system)
Stripe (payment processing)

We don’t sell or rent your data.
SMS: You agree to receive texts for updates or marketing. Text STOP to unsubscribe.

Dispute Resolution

Contact us within 14 days to resolve any issue informally.
Unresolved disputes must go through mediation or small claims court in Ontario.

You waive your right to:

Class-action lawsuits
Jury trials
We ask that you allow us a good faith opportunity to resolve complaints before posting publicly on social media.

Legal Disclaimers

Limitation of Liability: We are not liable for indirect, incidental, or consequential damages under applicable law.
Force Majeure: We’re not responsible for delays caused by uncontrollable events (e.g., illness, severe weather, traffic, power outages).
Governing Law: These terms are governed by the laws of Ontario, Canada.

Policy Updates

We may update these terms at any time. Material changes will be communicated via:

Email
SMS
Our booking page

Continued bookings imply acceptance of the latest version.

Contact

If you have any questions or concerns about these terms, please contact us at:

Email: support@maplemaids.ca
Phone: (343) 353-8065