Terms and Conditions
Last updated: August 11, 2025
Acceptance of Terms
By visiting this website and by booking a service with us either online or over the phone, you hereby agree to the terms & conditions set forth therein.
1. Who we are and how these terms work
Kitchener Waterloo Elite House Cleaning Corp. (“Company”, “we”, “us”, “our”) provides residential cleaning services in Kitchener, Waterloo, Cambridge, and nearby areas. By booking or receiving any service from us, the person or entity booking the service (“Client”, “you”, “your”) agrees to these Terms and Conditions. We may update these Terms at any time. The version posted on our website at the time of booking applies to that booking.
2. Health, safety, and access
2.1 You must disclose any known hazards or conditions before service, including infestations, biohazards, needles, excessive mold, or other unsafe conditions.
2.2 If anyone in the home is experiencing symptoms of a communicable illness, you must reschedule. We may refuse or discontinue service for health or safety reasons.
2.3 You are responsible for safe access, parking, electricity, running water, seasonally appropriate heating or cooling, and a smoke-free environment.
3. Scope of service and limits
3.1 Service types include Standard, Deep, Move-in, Move-out, Hourly, and Recurring Cleaning. Recurring Cleaning is available Weekly (every 7 days), Bi-weekly (every 14 days), and Monthly (every 28 to 31 days, typically every 4 weeks). Add-ons must be selected at booking. Our teams follow the work order generated from your booking. Changes in frequency may affect pricing. See Sections 4 and 6.
3.2 Exclusions. We do not perform work that requires professional trade skills or poses risk, including exterior work, renovation or grout restoration, mold remediation, pest removal, pet waste or bodily fluids, chimney cleaning, moving heavy furniture or appliances, climbing higher than a step stool or two ladder rungs, or tasks outside residential cleaning.
3.3 Working at heights is limited to a step stool or two ladder rungs.
3.4 Hoarding or heavy clutter. If conditions differ from what was booked, we may convert the job to hourly or decline the work if unsafe.
3.5 Move-in and Move-out. Pricing assumes the space is empty. Inside cabinets, drawers, fridges, and ovens require that contents be removed before arrival. Behind appliances are cleaned only if you move them before our arrival.
3.6 Supplies and equipment. We bring our own supplies and equipment. If you request your products be used, you accept all risk for results, damage, or reactions. To reduce allergens and cross-contamination, we may request use of your vacuum in some cases.
3.7 Teams. We may assign one or more cleaners and may change personnel due to scheduling, illness, or other business reasons.
4. Pricing, estimates, and taxes
4.1 Pricing is based on your booking selection, home size and condition, and frequency. If the actual condition or size differs, we may adjust the price with your consent.
4.2 Hourly bookings are billed for actual time on site, with a one hour minimum. If time is limited, you are responsible for setting priorities.
4.3 All prices are in Canadian dollars and subject to HST.
4.4 Promotions, gift cards, and credits are applied per the offer terms and have no cash value.
5. Booking, payment, and receipts
5.1 Payment is due at booking unless we agree otherwise in writing. We accept major credit cards and may accept Interac e-Transfer if arranged in advance. Cash is not accepted unless approved in writing before service.
5.2 You authorize us to charge your card for the booking amount, any approved extras, and fees allowed under these Terms.
5.3 Receipts are sent to the email used at booking. If you do not receive a receipt, contact us and we will resend it to that email.
6. Rescheduling, cancellation, and lockouts
6.1 Rescheduling. You may reschedule more than 24 hours before the start time without charge, subject to availability.
6.2 Cancellation. Cancellations within 24 hours of the start time are subject to a CAD 79 fee.
6.3 Lockout or no access. If our team cannot gain entry within 15 minutes of arrival or lacks safe access, a CAD 79 fee applies. Where travel time and costs are significant, reasonable additional travel charges may apply.
6.4 Arrival window. Bookings have an arrival window of plus or minus 60 minutes to allow for traffic and job variability. Delays beyond the window will be communicated when possible.
7. Satisfaction guarantee and re-cleans
7.1 If we miss something covered by your selected service, notify us within 24 hours of the booking start time. Provide photos and a written list of the specific areas.
7.2 We do not provide refunds. If notified within 24 hours, we will offer a re-clean of the listed areas within 24 to 72 hours, subject to access. New or additional areas are not included in a re-clean.
7.3 If you approve the cleaning on site or in writing, re-clean requests may be declined.
8. Property protection, accidental damage, and limits
8.1 Please secure valuables and fragile items. We are not responsible for items affixed with temporary adhesives or inadequate hardware, or for wear, discoloration, etching, or buildup that cannot be remedied through cleaning.
8.2 Pre-existing conditions. We are not responsible for pre-existing damage, improper finishes, caulking failure, paint or grout deterioration, unstable fixtures, or pre-existing scratches.
8.3 Damage reporting. Report any alleged damage within 24 hours of the booking start time with photos and a description. We may inspect, repair, or replace at our option.
8.4 Maximum liability. Our aggregate liability for any claim is limited to the lesser of the cost to repair or replace the affected item or the total fees paid for the service that gave rise to the claim, up to the fees paid in the three months preceding the event.
8.5 Insurance. We carry commercial general liability insurance. Contractors engaged by us are required to maintain their own coverage. Certificates are available upon request.
9. Pets
Please secure pets during service. We are not responsible for pets that escape when doors are opened in the normal course of service. We do not clean litter boxes or pet accidents.
10. Changes during service
All changes to scope, time, or add-ons must be arranged through our office by phone, text, or email, not with the cleaners on site. Additional time or tasks are subject to approval and additional charges.
11. Photos for quality control
With your consent, our team may take limited before and after photos that avoid personal identifiers. Photos may be used for quality control and proof of work. Separate written consent is required for any marketing use.
12. Non-solicitation and hiring
You agree not to hire or solicit our cleaners, whether employees or contractors, for residential cleaning outside our Company during their engagement with us and for 12 months after. If you hire a current or former cleaner in breach of this clause, you agree to pay a placement fee equal to 20 percent of the cleaner’s estimated annual compensation.
13. Gift cards and credits
Gift cards and issued credits may be redeemed for services only, are not reloadable or refundable, and cannot be exchanged for cash unless required by law. Remaining balances can be applied to future services.
14. Privacy and communications
We collect and use personal information to provide services, process payments, and communicate with you, in accordance with Canadian privacy laws, including PIPEDA. By providing your contact information, you consent to receive service-related emails and texts. You may opt out of non-essential marketing messages at any time. See our Privacy Policy for details.
15. Website and third-party tools
Our site and booking tools may include third-party services. We are not responsible for outages, delays, or errors caused by the internet or third-party platforms. You agree not to misuse the site or booking tools.
16. Force majeure
We are not liable for delays or failure to perform due to events beyond our reasonable control, including severe weather, accidents, illness, outages, strikes, or governmental orders.
17. Consumer rights
Nothing in these Terms limits any non-waivable rights you have under the Ontario Consumer Protection Act, 2002 or other applicable laws.
18. Disclaimers
Cleaning results vary based on surface condition, age, prior treatment, and available time. We do not guarantee complete removal of stains, etching, heavy scale, or long-term buildup. Where you supply products or equipment, you accept all associated risks.
19. Governing law and venue
These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada. The courts of Ontario have exclusive jurisdiction, and proceedings must be commenced in the City of Kitchener, Ontario.
20. General
If any part of these Terms is found invalid, the remainder remains in effect. No failure to enforce a provision is a waiver. These Terms, together with your booking confirmation and any written addenda, form the entire agreement for the service.
21. Contact
Kitchener Waterloo Elite House Cleaning Corp.
Service area: Kitchener, Waterloo, Cambridge
Phone: 548-483-5354
Website: kwelitehousecleaning.ca