Cleaning Service Policies

At PrimeClean Service, our goal is to provide reliable, professional and consistent cleaning services while creating a clear and comfortable experience for every client.

By booking a cleaning service with PrimeClean Service, you acknowledge and agree to the following service policies.

1. Booking & Estimates

Cleaning appointments are scheduled based on availability.

Quotes and estimates are based on the information provided by the client, including the size and condition of the property, type of service requested and any additional tasks.

The final cleaning time and price may vary if the actual condition of the property or scope of work differs significantly from the information originally provided.

For larger, heavily soiled, post-construction or specialized cleaning projects, photos or an in-person assessment may be requested before providing an estimate.

2. Pricing & HST

Pricing depends on the type of cleaning, size and condition of the property, number of cleaners required and any additional services requested.

Unless otherwise stated, prices are quoted before tax.

13% HST will be added to the final invoice.

Minimum booking requirements may apply depending on the service and scope of work.

3. Payment

Payment is due upon completion of the cleaning service unless other arrangements have been made in advance.

Accepted payment methods may include cash or Interac e-Transfer.

An invoice or receipt can be provided upon request.

4. Cancellations & Rescheduling

We understand that plans can change.

Please provide at least 24 hours’ notice whenever possible if you need to cancel or reschedule your appointment.

Late cancellations or last-minute changes may be subject to a cancellation fee, particularly when a team has already been scheduled or travel arrangements have been made.

Repeated cancellations or rescheduling may affect future booking availability.

5. Arrival Times

We make every effort to arrive at the scheduled time.

However, because cleaning appointments can vary depending on the condition of previous properties, traffic and other circumstances outside our control, arrival times may occasionally vary slightly.

If there is a significant delay, we will make every effort to notify you.

6. Access to the Property

Clients are responsible for providing safe and reliable access to the property at the scheduled cleaning time.

Access may be provided through:

Client presence
Lockbox
Concierge
Key
Door code
Another pre-arranged access method

If our team cannot access the property at the scheduled time, additional waiting time or cancellation charges may apply.

PrimeClean Service will treat all keys, entry codes and access information confidentially.

7. Cleaning Supplies & Equipment

PrimeClean Service provides professional-grade cleaning products, tools and equipment required to complete the scheduled service unless otherwise arranged.

Eco-friendly product options may be available upon request.

If the client requests that a specific product or piece of equipment be used, it must be provided or approved in advance.

Clients are responsible for informing us about any surfaces, materials or items requiring special cleaning products or care.

8. Preparing for Your Cleaning

To allow our cleaners to focus on cleaning and provide the best possible results, we recommend removing excessive clutter, personal belongings, clothing, toys and other items from surfaces and floors before the appointment.

If significant tidying or organizing is required before cleaning can begin, additional time may be needed.

Tidying and organization can also be arranged as part of the service when requested in advance.

9. Pets

We are happy to work in homes with pets.

For the comfort and safety of your pets and our cleaning team, please let us know in advance if pets will be present during the appointment.

Pets that may become anxious, aggressive or interfere with the cleaning process should be safely secured in a separate area.

PrimeClean Service is not responsible for pets that escape when doors are opened during normal cleaning activities.

10. Valuables & Fragile Items

Please secure valuable, fragile, sentimental or irreplaceable items before your cleaning appointment.

This may include jewelry, cash, important documents, collectibles, antiques and delicate decorative items.

If there are items that should not be moved or cleaned, please notify us before the service begins.

11. Damage or Breakage

Our cleaners take great care while working in your home or business.

If accidental damage or breakage occurs during a cleaning service, please notify PrimeClean Service as soon as possible.

We will review the circumstances and work with you toward a reasonable resolution where PrimeClean Service is responsible.

Existing damage, loose fixtures, improperly installed items, normal wear and tear or damage caused by deterioration of surfaces or materials are not considered damage caused by the cleaning service.

12. Delicate or Specialty Surfaces

Clients must inform PrimeClean Service of any surfaces that require special care or specific products.

This may include natural stone, marble, specialty hardwood, antique furniture, delicate finishes, specialty appliances or other sensitive materials.

PrimeClean Service cannot be held responsible for damage resulting from undisclosed manufacturer requirements, existing deterioration or improper previous treatment of a surface.

13. Moving Furniture & Heavy Items

For safety reasons, cleaners are not required to lift or move excessively heavy furniture, appliances or other items that may create a risk of injury or property damage.

We will clean accessible areas whenever reasonably possible.

If furniture or appliances need to be moved for cleaning, this should be discussed before the appointment.

14. Post-Construction & Heavy Cleaning

Post-construction and heavily soiled properties may require additional time, specialized products, equipment or additional cleaners.

The initial estimate may be adjusted if the actual condition or amount of construction dust, debris, adhesive, paint, residue or buildup is greater than originally described.

Construction materials, hazardous waste or large debris removal are not included unless specifically agreed upon in advance.

15. Health & Safety

PrimeClean Service reserves the right to stop, postpone or refuse service if conditions at the property create a health or safety risk for our cleaning team.

This may include unsafe structural conditions, aggressive animals, hazardous materials, excessive biological waste, pest infestations, exposed needles or other potentially dangerous conditions.

Any known health or safety concerns should be disclosed before the appointment.

16. Parking

Clients are responsible for ensuring reasonable parking access near the property whenever possible.

If paid parking is required to complete the service, the parking cost may be added to the final invoice.

Please let us know about parking restrictions, visitor parking requirements or building access procedures before the appointment.

17. Service Time

Cleaning times are estimates and may vary depending on the condition of the home or business, level of buildup, amount of clutter, requested services and accessibility of the areas being cleaned.

For hourly services, clients are charged for the actual cleaning time provided.

If additional time is needed beyond the original estimate, we will communicate with the client whenever reasonably possible before significantly extending the service.

18. Quality & Satisfaction

Your satisfaction is important to us.

If you notice an area that was included in the agreed cleaning service but was not completed to our usual standard, please contact us within 24 hours of the cleaning.

Whenever appropriate, PrimeClean Service will review the concern and arrange a reasonable solution.

Because cleaning results can change after the property has been used, concerns reported significantly later may be difficult to verify.

19. Before & After Photos

PrimeClean Service may occasionally ask permission to take before-and-after photos or videos of our work for quality control, portfolio, website or social media purposes.

We respect our clients’ privacy.

Photos or videos intended for marketing purposes will only be used with the client’s permission, and personal or identifying information will not be intentionally disclosed.

Clients may decline photography at any time.

20. Changes to Scheduled Services

If you would like to add extra tasks or services to your scheduled cleaning, please let us know as early as possible.

Additional services are subject to availability and may require additional cleaning time and charges.

Examples may include inside the refrigerator or oven, interior windows, organization, detailed buildup removal or other tasks outside the originally booked service.

21. Recurring Cleaning Services

Recurring cleaning appointments are scheduled based on the agreed frequency and availability.

Clients are encouraged to provide advance notice of vacations, schedule changes or appointments that need to be skipped.

The time required for recurring cleaning may vary if there has been a longer-than-usual period between visits, additional occupants or guests, renovations, unusual buildup or significant changes to the condition of the property.

22. Right to Refuse Service

PrimeClean Service reserves the right to refuse or discontinue service when working conditions are unsafe, inappropriate or substantially different from the service originally booked.

We also reserve the right to refuse service in situations involving abusive, threatening, discriminatory or inappropriate behaviour toward our cleaners.

Our goal is to maintain a safe and respectful environment for both our clients and our team.

23. Policy Updates

PrimeClean Service may update these policies from time to time to reflect changes in our services, business practices or operational requirements.

The most current version of our Cleaning Service Policies will be available on our website.

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PrimeClean Service
Professional Residential & Commercial Cleaning
Mississauga & Surrounding Areas

For questions about our services or policies, please contact us before your appointment.