Terms of Service

Terms of Service

By booking your cleaning service through phone, email, online, or any other form of communication, you agree to the following Terms and Conditions: These Terms of Service (“Terms”) apply to all cleaning services performed by Angel Pro-Clean Inc. (“Angel Pro-Clean”) for all customers (“you”). By placing an order for services or using Angel Pro-Clean’s services, you irrevocably and unconditionally accept these Terms, including the price, scope of services, schedule, and other terms outlined in the confirmation email provided by Angel Pro-Clean (the “Confirmation”). These Terms and the Confirmation constitute the entire agreement between Angel Pro-Clean and you regarding the services and supersede any prior agreements or communications. Unless otherwise agreed in writing by Angel Pro-Clean, these Terms shall prevail over any other terms and conditions you provide. Any variation to these Terms is valid only if specified in the Confirmation or explicitly approved in writing by Angel Pro-Clean.

1. Service

This Terms of Service Agreement applies to the following cleaning services offered by Angel Pro-Clean Inc. in a HOME:

  • Initial / First Time Clean
  • Sporadic / Deep / Spring Clean
  • Recurring Clean (daily, every 1/2/3/4 weeks)
  • Post Construction Clean
  • Move In / Move Out Clean
  • Airbnb/Short Term Vacation Rental Clean
  • Open House Cleaning
  • Pre-Event/Pre-Sale Clean
  • Post-Event Clean
  • Carpet/rug/upholstery cleaning

For commercial cleaning, including strata and building maintenance, refer to your customized Agreement.

2. Insurance

Angel Pro-Clean Inc holds a 5 million liability insurance and maintains a WorkSafeBC injury policy for our team members.

3. Booking

  1. i. The client may make a booking either in person, by telephone, email or on the Angel Pro-Clean Inc website.
  2. ii. At the time of booking, the client must provide details of any hazards, slippery surfaces, risks, or dangers.
  3. iii. Angel Pro-Clean Inc provides all quotations at the time of booking.
  4. iv. Angel Pro-Clean Inc reserves the right not to accept a booking for any reason.
  5. v. Client Verification of Booking: It is the client's responsibility to review the booking confirmation, checklist, and scope of work provided prior to the scheduled service. If a discrepancy is found, the client must notify us at least 24 hours in advance. Failure to review booking details may result in misalignment of expectations and additional charges for out-of-scope work.

4. QUALITY ASSURANCE

Our quality control processes consist of making random inspections (Quality Checks) and phone calls. A senior team member may enter your property during your service at any time to ensure standards are being followed. They may call you for buzzer access. We believe that Quality Checks and routine follow-ups are the best way to maintain high standards. You may also receive satisfaction surveys, and your honest feedback is appreciated.

5. SATISFACTION GUARANTEE

  1. i. We guarantee all cleaning work within the scope of your Work Order Confirmation (emailed to you after initial booking). Work Orders have your onsite contact information, date of service, default cleaning Checklists, pricing and link to this Terms of Service agreement.
  2. ii.For one-time bookings, we highly recommend that you attend our Walk-Throughs at the beginning and end of the service. The Final Walk-Through gives you the opportunity to inspect the areas cleaned and identify any unsatisfactory items from our Checklist while our team is still on-site. We will make every reasonable effort to address those items immediately. Once the Final Walk-Through is completed and our team has left the property, the scheduled cleaning service will be considered completed.
    3. iii. If you are unable to attend the Final Walk-Through, you must notify us of any cleaning-related concerns by emailing info@angelproclean.com or calling (236) 989-0144 within 24 hours following completion of the cleaning. The Satisfaction Guarantee and Return Service described below apply only when the client was unable to attend the Final Walk-Through and reports the concern within this 24-hour period.
  3. iv. We offer free Return Services within 3 days of completion to fix the unsatisfactory items. However, the client must agree to schedule the re-cleaning service within this 3-day period, and our Satisfaction Guarantee is subject to the client providing timely access to the property so we can inspect and complete any required re-clean. If access is not available for any reason or under any circumstances, or if the client prevents us from returning within the required timeframe, the Return Service will be considered void. If the client chooses to complete the work themselves or engages a third party without giving us the opportunity to return and resolve the concerns, this will be treated as acceptance of the service as completed, and no further claims, re-cleans, refunds, or adjustments will apply.
  4. v. Since cleaning is a very personalized and subjective service, you understand that Angel Pro-Clean Inc does not offer refunds/discounts on any portion of your cleaning fee.
  5. vi. Special Note: "Hourly Basis" service bookings, Hourly cleaning is a time-based service. The client may prioritize the areas or tasks they would like the team to complete, and the team will work on those priorities within the booked time. Completion of the entire property, checklist, or all requested tasks is not guaranteed within an hourly booking. The team will finish the service when the booked time is reached, even if some requested areas or tasks remain unfinished. The client may request additional time; however, any extension is subject to team availability and approval. If the team has another scheduled appointment, they may be required to leave at the end of the originally booked time. Approved additional time will be charged at the applicable hourly rate per cleaner. Additional time is billed using 30-minute increments based on the actual extended time: up to 15 minutes of additional time will not be charged; 16 to 45 minutes will be billed as 30 minutes; and 46 to 60 minutes will be billed as 1 additional hour. Areas or tasks left unfinished because the booked time expired are not considered incomplete or unsatisfactory service and do not qualify for a refund, discount, or free Return Service.
  6. vii. Move-In/Move-Out Requirement:For all move-in and move-out cleans, the unit must be fully vacant (i.e., empty of all furniture and personal belongings) at the time of service. If our team needs to clean around furniture or remove items, additional time and charges will apply. Unoccupied units ensure efficient and thorough cleaning.
  7. viii. Angel Pro-Clean Inc. will make every reasonable effort to deliver high-quality cleaning services. However, the results of cleaning are subject to the pre-existing condition of the property, fixtures, and surfaces. We cannot guarantee the removal of all stains, buildup, or damage, especially if these are due to long-term neglect, severe soiling, or material degradation. Clients acknowledge that certain conditions may prevent the achievement of desired results, and no re-clean or refund will be provided for those areas.This guarantee does not apply where services are paused or discontinued due to unsafe conditions, property condition, or on-site behaviour.

6. LATE RESCHEDULING, CANCELLATION AND RECURRING BOOKING FEE

If it is necessary for you to reschedule or cancel your one time/sporadic booking (or skip your recurring booking), we require a minimum of 48 HOURS NOTICE by email to info@angelproclean.com (no voicemails or texts).

Rescheduling requests received with at least 48 hours' notice are permitted without a rescheduling fee and are subject to availability.

If a client requests to reschedule between 24 and 48 hours before the scheduled service, a $50 + GST late rescheduling fee will apply. The requested new date and time are subject to availability and are not guaranteed. If the requested date or time is unavailable, Angel Pro-Clean Inc. will offer alternative available appointment options. The client may accept one of the available options or keep the original scheduled appointment.

Rescheduling requests made less than 24 hours before the scheduled service, including same-day rescheduling requests, will not be accepted. The client must proceed with the original scheduled appointment. If the client is unable or chooses not to proceed with the original appointment, the booking will be treated as a cancellation and the applicable cancellation fee under this policy will apply.

If the client requests a reschedule between 24 and 48 hours before the service but does not accept the available alternative appointment options and does not proceed with the original scheduled appointment, the booking will be considered a late cancellation and a fee equivalent to 50% of the booking value will apply. Any late rescheduling fee already paid for that booking will be credited toward the applicable cancellation fee and will not be charged in addition to it.

If a client cancels or skips a booking with less than 48 hours' notice, a late cancellation fee equivalent to 50% of the booking value will apply. For example, if the booking value is $200, the late cancellation fee will be $100. This policy applies to all circumstances, including elevator restrictions, power outages, illness, and family emergencies.

If our cleaning team arrives at your property and is unable to start the job due to client cancellation at the door or failure to provide access, this will be considered an On-Arrival Cancellation. In such cases, you agree to pay 100% of the total booking fee, as the team has already traveled, allocated time, and incurred scheduling costs.

If the service is refused, cancelled, or stopped by the client after our team has arrived at the property or after the scheduled service has commenced, the booking may be treated as an On-Arrival Cancellation, and up to 100% of the total booking fee may apply.

For recurring services, including any bookings other than one time services, the pricing is based on an ongoing service commitment and includes a discounted rate. If the recurring service is cancelled, paused, or discontinued after the first visit, the initial cleaning will be reclassified as a one time service and charged at the full one time service rate.

You agree to pay the difference between the recurring discounted rate and the standard one time service rate. This amount will be charged to the card on file. By booking a recurring service, you agree to this fee adjustment in the event of early cancellation.

7. LOCKOUT FEE:

  1. i. In rare instances, the cleaning team may arrive on time but must wait for the client to provide access (e.g., due to unforeseen emergencies, oversleeping, or being delayed in a meeting). If the team waits, you agree to pay a lockout fee calculated as: Number of team members x time waited (in hours) x hourly rate ($50 per hour per person).
  2. ii. The maximum waiting period is 30 minutes. If access is not granted within this time, the team will need to leave to ensure their next appointment is not delayed. In such cases, you will be charged 100% of the booking fee.
  3. iii. If the team arrives and is unable to begin or continue the service due to lack of access, unsafe property conditions, unsecured pets, or on-site behaviour, this will be treated as an On-Arrival Cancellation, and the full booking fee will apply. Skipping a recurring booking on short notice or locking out the team disrupts schedules and operations. As per the BC Employment Standards Act, team members must still be compensated.

To avoid lockouts, we offer secure key storage at our office. Your cleaning provider will pick up the key before each shift and return it afterward, ensuring seamless access and service.

8. CONDUCT:

  1. i. We kindly ask that clients maintain a respectful and professional demeanor towards our team members. Our staff are dedicated professionals who thrive in a positive and courteous environment. Any aggressive, threatening, or inappropriate behaviour may result in the service being paused or discontinued, and applicable charges may still apply.
  2. ii. Similarly, our team members are expected to conduct themselves respectfully while on your premises. This includes refraining from smoking, eating, drinking, or engaging in non-work-related activities such as watching television. Their sole focus during their time at your property is to complete the agreed-upon cleaning services to the highest standard.
  3. iii. For full-day bookings, we kindly request that you provide a designated area where the team can take their lunch break comfortably. This ensures that they remain energized and ready to deliver excellent service throughout the day.

We value mutual respect and professionalism to foster a productive and pleasant working relationship.

9. SAFETY, HEALTH & WORK CONDITIONS:

  1. i. Worksite Conditions: As your property serves as our worksite, compliance with BC Work Standards requires that you provide team members with a reasonably safe and comfortable workspace. This includes ensuring:
    • Heating during winter months.
    • Proper lighting and electricity.
    • Access to a washroom equipped with hand soap and toilet paper.
  2. ii. Illness Protocol: If you are experiencing a viral illness (e.g., flu or COVID-19), please wear a face mask when interacting with our team. To help maintain the health of all our clients, particularly vulnerable groups, we also request that you open windows for fresh air circulation before our arrival.
  3. iii. Hot Water Availability: A functional hot water source is essential for effective cleaning.
  4. iv. Elevator Access: For high-rise buildings, a working elevator must be available to transport cleaning supplies.
  5. v. Hazard Prevention: To ensure safety during cleaning:
    • Remove tripping hazards and store sharp objects securely.
    • Pick up personal items such as clothing or garbage from floors, as our team does not determine what items are garbage.
  6. vi. Job Safety Assessment: The Team Leader may conduct a safety assessment before beginning work to evaluate any potential health or safety risks at the property.
  7. vii. Service Suspension: The Team Leader reserves the right to refuse, pause, or discontinue service at any point if the property condition or on-site situation presents a health or safety risk, or is beyond normal cleaning scope. This includes but is not limited to strong odors, excessive garbage, pest activity, biohazards, or unsafe or disruptive on-site behaviour. In such cases, the service may be partially completed or not completed, and applicable charges will still apply.
  8. viii. Wet Surfaces and Slip Hazards: Moisture from cleaning furniture, floors, and carpets can create slip hazards. Clients are requested to avoid areas being cleaned and to inform other residents, guests, or contractors of potential hazards until surfaces are dry.
  9. ix. Child and Dependent Safety: Clients must ensure that children or dependents are kept away from cleaning equipment and hot water during the service.
  10. x. Safe Work Environment: The worksite must be free from electrical, structural, or biohazards to ensure a safe working environment for the team.
  11. xi. Cleaning Solutions: All cleaning solutions, even those labeled eco-friendly, biodegradable, or natural, are strictly for cleaning purposes and must not be consumed under any circumstances.

10. Carpet Cleaning

We will do our best to remove your stains; however, we cannot guarantee success. If your carpet contains a large number of spot stains, an additional cleaning charge may apply. Our technician will discuss this with you before commencing work.

Please vacuum your carpet prior to the technician’s arrival. Failure to do so may result in additional charges.

11. SUPPLIES:

  1. i. We provide all cleaning equipment/supplies, including a HEPA filter vacuum cleaner, commercial flat-head microfiber mop, color-coded cleaning towels, cleaning solutions, and a fresh set of tools.
  2. ii. You agree to provide a toilet brush beside each toilet. If the client’s brush is unavailable or not fit for use, Angel Pro-Clean Inc will provide a new one for $5.00, which will be billed to the service day’s invoice.
  3. iii. If you have booked an hourly service and did not include supplies in your booking, you are responsible for providing all supplies and equipment required to perform the service. This includes cleaning solutions, mops, vacuums, towels, and any other necessary items.

12. KEYS:

Please make sure your property is accessible to us. If you are not available for entry, please leave a key to your property in a secure, agreed-upon location on the day of the cleaning.

13. SECURITY ALARMS:

  1. i. If your property is equipped with a security system, please ensure that it is disarmed or set to the “OFF” position on the day of service. Alternatively, you may provide the access code to our office prior to the scheduled cleaning.
  2. ii. If the security code changes, please notify our office in advance to avoid any delays or false alarms during the service.
  3. iii. Angel Pro-Clean Inc. will not be held responsible for any charges, false alarms, or issues arising from the failure to disarm the security system or provide the correct access code before the scheduled service.

14. CLUTTER & GARBAGE:

  1. i. Clutter: To ensure an efficient and high-quality cleaning service, we request that all areas be free of excessive clutter prior to our arrival. Please note:
    • Desks or surfaces with significant amounts of paperwork may not be cleaned, as our team does not organize or sort documents.
    • Items not placed in designated garbage bins will not be discarded, as we cannot determine what should or should not be considered garbage.
  2. ii. Garbage:

    Angel Pro-Clean Inc. does not provide garbage or junk removal services, and our team will not take or transport any garbage, waste, unwanted items, or debris away from the property.

    • Condominiums/Apartments: If an elevator fob or access is not provided and garbage disposal is located on another floor (e.g., P1), our team will leave sealed garbage bags at your front door rather than transporting them to the garbage room, to avoid delays caused by elevator wait times.
    • Single-Family Homes: Garbage can be transported to bins located in the garage or other designated on-site areas.

15. PETS & PLANTS:

  1. i. Plants: We do not water plants or move pots. Avoid putting plants on window sills or places where pots can fall.
  2. ii. Pets: Clients must ensure pets are secured prior to and during the service, and that areas are cleaned up after them. If pets are not secured or are moving freely during cleaning, we are not responsible for dirty footprints, fallen pet hair, or any impact on the cleaning results. If pets display aggressive behaviour, the service may be delayed, paused, or discontinued. If the service is completed or partially completed under such conditions, it will still be considered a service rendered and charges will apply accordingly.Any time spent on-site before the service is paused, delayed, or discontinued will be billable.
  3. iii. We are not responsible for locking pets in or escaping pets.
  4. iv. If pets create a disruptive or unsafe working environment, our team may be unable to continue the service.
  5. v. We do not handle or clean up urine, feces, or change/clean cat litter boxes.

16. ARRIVAL TIME & WINDOW:

  1. i. To ensure efficient scheduling, our team organizes cleanings to minimize travel time between appointments. While we always strive to arrive on time, road conditions or delays from a previous appointment may occasionally impact our schedule.
  2. ii. To account for these variables, we ask clients to allow for an additional one-hour window beyond the agreed arrival window if unforeseen delays occur. In such cases, we will notify you promptly to keep you informed of our updated arrival time.
  3. iii. For most recurring clients, we work within a flexible "Arrival Window," during which the team is expected to arrive (e.g., between 12:00 PM and 3:00 PM). This ensures fairness to all clients and accommodates any unexpected circumstances while maintaining our commitment to delivering high-quality service.

17. JOB QUOTATIONS:

  1. i. The actual price payable by the client is the quoted price provided by Angel Pro-Clean Inc.
  2. ii. Unless specified otherwise, all prices and quotations have GST on top.
  3. iii. Any price quoted by Angel Pro-Clean Inc is an estimate only based on Angel Pro-Clean Inc’s experience, without inspection, and based on information provided by the client.
  4. iv. Quotes are valid for a period of 5 days from the date of the quote.
  5. v. The quote we provide over the telephone or via email or through the Angel Pro-Clean Inc website, is based on information provided by the client to Angel Pro-Clean Inc, and in the absence of specific room, tasks, or clearly definable descriptions will be based on standard square footage estimates. If the actual work to be performed is different to what has been quoted for, the price will vary accordingly.
  6. vi. We offer 2 pricing options:
    • Hourly Rates: Ideal for customized cleaning requirements. Hourly services are charged based on the booked service time and the applicable hourly rate per cleaner. Clients may prioritize the areas or tasks to be completed within the available time. Additional approved time is subject to team availability and is billed in accordance with the Hourly Basis service terms above.
    • Flat Rates: Fixed pricing for predetermined services, offering consistency and clarity in costs.

18. SPECIAL REQUESTS / ADD-ONs:

You may request Add-Ons after your initial booking/Work-Order Confirmation. This is billed in addition to the original quote. You can book them using our website or email us in advance for Special Requests. For example:

  • Inside cupboards
  • Inside fridge
  • Inside oven
  • Inside windows
  • Wipe blinds
  • Balcony – windows + railing dusting + sweeping
  • Laundry
  • Linens – take out completed load from dryer and fold
  • Linens – change bed linens
  • Clothing – fold clothing / hang into closet
  • Important Notes:
    • If you request services such as inside fridge or inside cabinets, these areas must be emptied in advance. If our staff need to empty them, additional charges will apply as per our hourly rates.
    • Appliance Movement: Clients are responsible for moving appliances such as fridge, stove, washer, or dryer if cleaning is required behind or underneath.
    • Access to Areas: If you request cleaning behind or underneath appliances or furniture, these items must be moved prior to our arrival. For safety reasons, our staff will not move heavy appliances or furniture. If these items are not moved, those areas will be skipped and considered not included in the cleaning service.

19. BILLING TERMS:

  1. i. Payment Methods: We accept credit cards, EFT, or E-transfer. Cheques are not accepted, except for commercial clients with annual bookings exceeding $10,000.00 CAD.
  2. ii. Credit Card Information: At the time of booking, all clients are required to provide valid credit card information. This information will be securely stored on an encrypted booking system to ensure the safety of your data.
  3. iii. Pre-Authorization and Charges: Payment for services will be pre-authorized 2 days prior to the scheduled booking to verify the availability of funds. The full charge will be processed upon completion of the service.
  4. iv. Declined Payments: If a client’s credit card is declined during the pre-authorization process, the client will be notified immediately. To proceed with the booking, the client must provide an alternative payment method (another valid credit card or full E-transfer) no later than 6 hours prior to the booking. Failure to do so will result in the cancellation of the booking.
  5. v. Refunds: Angel Pro-Clean Inc. maintains a strict no-refund policy. All concerns related to service quality are handled in accordance with the "SATISFACTION GUARANTEE" section, which provides for re-cleaning within the specified timeframe. Any exceptions or goodwill adjustments are made solely at the discretion of Angel Pro-Clean Inc. and, if approved, will be processed back to the original payment method within 3 business days.
  6. vi. Bounced Checks: For commercial clients using cheques, any returned or bounced cheques due to non-payment (e.g., insufficient funds or closed account) will incur a $45 NSF fee in addition to requiring immediate payment of the outstanding balance.
  7. vii. By providing payment details, you authorize Angel Pro-Clean to charge the card on file for services, adjustments, cancellation fees, and applicable charges under these Terms.
  8. viii. Chargebacks and Payment Disputes: Clients agree to contact Angel Pro-Clean Inc. and provide a reasonable opportunity to investigate and resolve any billing or service concern before initiating a chargeback or payment dispute with their financial institution. If a chargeback or payment dispute is initiated without valid grounds, or is resolved in favour of Angel Pro-Clean Inc., the client remains responsible for all outstanding amounts, together with any applicable bank charges, payment processing fees, collection costs, legal fees, court costs, and reasonable administrative expenses permitted by law.
  9. ix. Outstanding Balances: Angel Pro-Clean Inc. reserves the right to suspend or cancel future bookings and refuse further services until all outstanding balances, fees, and charges have been paid in full..

20. LATE PAYMENT FEE:

  1. i. The client agrees that if Angel Pro-Clean Inc has not received payment in full for the Service within one calendar month of the original invoice date, then a late payment fee of $25 applies for the first month. Interest will be charged on the fixed rate of 10 percent per annum, calculated daily on the outstanding balance.
  2. ii. If the client’s account is outstanding for more than 3 months, we reserve the right to pursue collection through appropriate legal or third-party channels, in which case an additional $90 minimum call-out fee will apply.
  3. iii. Angel Pro-Clean Inc reserves the right to pass the debt on to a collection agency and refer the client’s personal details to credit reporting agencies if the client’s account remains overdue past this point. This will incur additional charges.
  4. iv. In addition to the amounts set out above, the client agrees to indemnify Angel Pro-Clean Inc for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Angel Pro-Clean Inc in connection with a demand, action, or other proceeding (including mediation, out-of-court settlement, or any action taken for recovery of debt from the client) arising out of a breach of these terms, including the failure by the client to pay an amount by the due date.
  5. v. TIPPING: Tipping is entirely optional but greatly appreciated. Clients can tip in cash directly to the service provider or add a tip online at the time of booking, through the email link provided after the service, or by contacting us via email at info@angelproclean.com or by phone. All tips go directly to the service providers, and Angel Pro-Clean Inc does not retain any portion of the tips.

21. CLEANING FEE/RATE CHANGES OR INCREASES:

Service rates may be adjusted annually to account for factors such as inflation, global supply chain disruptions, labor shortages, and wage increases to remain competitive in the market. These adjustments align with standard practices across industries. Additionally, fees may be revised if there are changes to the scope of your Work Order or if you relocate to a different property. Clients will receive prior notification via email regarding any rate adjustments before they take effect.

22. OUT OF SCOPE ITEMS WE CANNOT CLEAN:

Team members leave certain items untouched, such as personal items, sentimental displays, jewelry boxes, makeup, electronics, shower toiletries, art, or areas containing any body fluids or excretions. We only clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your property. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note or call you regarding the problem. We do not clean inside curio cabinets. If you have firearms on display, you must be licensed and let us know in advance. If you have recreational drugs on the counter, it looks like dust to clean and will be wiped/vacuumed. If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items.

Employees cannot climb higher than a three-step ladder, work on the outside of your home (except sweeping condo patios), move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.

Additional “out of scope” examples:

  • Exterior cleaning
  • Exterior windows (except patio sliding doors + sweep/dust balconies and front doors)
  • Pressure washing
  • Treat stains on fabric/drapery/carpet/rugs/upholstery (that does not lift after wiping/vacuuming)
  • Steam/Iron clothing
  • Junk removal
  • Damage or Odour from smoking / Ozone treatment / Filtration Services
  • Change Light Bulbs
  • Pest Droppings
  • Balcony: awning washing/moss removal/concrete and tile washing
  • Barn
  • Clogged toilets and bathtubs
  • Heavy duty cleaning such as mold remediation, biohazards, hospital and specialized cleaning
  • Fireplace
  • Fire/Flood Damage
  • Soot from smoke and cigarette
  • Cobwebs or dusting above 9-foot ceilings
  • Curtains or cotton window coverings
  • Delicate High Hanging Light Fixtures such as chandeliers
  • HVAC/Inside vents, air ducts, and heaters
  • Organize, sort, or shred papers and documents
  • Aged/Peeling window frames
  • Reseal grout and surfaces
  • Tile grout (shower grout is cleaned. Discoloration of silicone is permanent/cannot be cleaned.)
  • Properties with extreme clutter, hoarding conditions, or environments that pose safety or health risks may not be serviced and may require specialized cleaning services.
  • Areas that present safety, legal, or access concerns

23. ACCIDENTS & DAMAGE POLICY:

  1. i. Clients are responsible for securing all valuable, fragile, confidential, hazardous, perishable, sensitive, or any other items requiring special handling, storage, environmental conditions, or care before the commencement of the cleaning service. Regrettably, although uncommon, accidents may occur during the cleaning process. Our team members are required to immediately report any accidental damage or breakage to our office, and we will promptly notify the client and investigate the matter. Angel Pro Clean Inc. shall not be liable for any loss, damage, deterioration, contamination, reduction in value, or other adverse effects relating to such items unless directly caused by the proven negligence or willful misconduct of our staff.
  2. ii. Our client support team aims to resolve all matters promptly. Each case is unique, and we have consistently provided satisfactory solutions in light of accidents. Please report suspected damages within 24 hours of service completion via email to info@angelproclean.com. To the extent permitted by law, the client is not entitled to claim any loss for any incident if the incident is not reported within 24 hours of completion of the Service.
  3. iii. After we receive all relevant reports, your case will be investigated by our Quality Assurance manager. In the event an item is confirmed damaged or broken by Angel Pro-Clean Inc, we reserve the option to repair or replace the item. If that is not possible, a monetary reimbursement at the current value can be offered. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. Any major damages may require third-party assessment by trades or insurance.
  4. iv. Inspection of Alleged Damage: Clients must provide Angel Pro Clean Inc. with a reasonable opportunity to inspect any alleged damage before any repair, replacement, alteration, disposal, re occupancy, transfer of possession, or third party work takes place. If access is denied or unavailable, or if the condition of the property or item has changed before our inspection, Angel Pro Clean Inc. reserves the right to deny or limit the claim where this prevents a proper investigation or determination of liability.
    5. v. Chemical Reactions: Angel Pro-Clean Inc. uses industry-standard cleaning products that are generally safe for common household materials. However, Angel Pro-Clean Inc. is not liable for any damage caused by chemical reactions to items not disclosed as sensitive or unsuitable for standard cleaning procedures.
  5. vi. To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of Angel Pro-Clean Inc under these terms and conditions:
    • Cash, jewelry, art, antiques, and items of sentimental value
    • Broken furniture
    • Scratched surfaces (like stainless appliance fronts)
    • Defects in property construction/design/trimmings
    • Air conditioning wiring
    • Baby items
    • Bird baths, bird houses
    • Chairs, concrete, dog beds
    • Delicate or older carpet/rugs/mats that may have fringes or loose threads
    • Drainage, fences, fence posts
    • Flower boxes, holiday décor, path lighting
    • Play sets and toys, pottery
    • Outdoor curtains, stone pathways, unprotected trees
    • Trampolines, plastic pools or other swimming pools
    • Windows, exposed cables/wires, sprinkler components/lines normally found below the surface of the lawn
    • Fallen/broken wall hangings attached with anything other than “real” picture hooks (e.g., no straight pins, thread, etc.)
    If we are required to move objects to service your property, such as furniture, appliances, toys, or clothing, we will not be responsible for damage caused by moving the object from where we need to provide service.

24. OFFICE HOURS:

Our office is open Monday through Friday 9:00 AM to 5:00 PM, closed on Stat Holidays and Weekends. After hours, emails can be sent to info@angelproclean.com, and we will respond on the next business day.

25. HOLIDAYS:

The only holidays observed by our company are New Year’s Day and Christmas Day. Regular cleaning services will be offered on all other holidays. Should your regular cleaning fall on these days, our office will contact you approximately 2 weeks prior to the holiday to reschedule your cleaning. If you wish to reschedule a cleaning that falls on another holiday throughout the year, please call the office at least 2 business days in advance to avoid a late cancellation fee.

26. NON-SOLICITATION OF TEAM MEMBERS:

All team members agree to non-competition with Angel Pro-Clean Inc. They are prohibited from soliciting business from any client on their own behalf or on behalf of any third party during their employment with Angel Pro-Clean Inc or for 1 year following termination of employment, without written approval from Angel Pro-Clean Inc and a possible placement fee starting at $3,500.00 CAD. You agree to not hire team members of Angel Pro-Clean Inc for a period of not less than 1 year from the date the team members last worked for Angel Pro-Clean Inc. A great deal of time and resources are put into recruiting, training, and grooming cleaning providers. In the event you feel you must hire a team member of Angel Pro-Clean Inc in spite of this agreement, then a $3,500.00 CAD placement fee is due immediately upon employment of the past/present team member, regardless of whether the employment is regular or on a contract basis.

27. FORCE MAJEURE:

Angel Pro-Clean Inc. shall not be held liable for any delay or failure to perform its obligations under this agreement due to events beyond its reasonable control, including but not limited to acts of God, natural disasters, extreme weather conditions, road blockages, labor strikes, pandemics, governmental restrictions, or any other unforeseen circumstances that render the performance of services impossible or impractical. In such cases, Angel Pro-Clean Inc. will promptly notify the client and reschedule the service at the earliest feasible time.

28. CHANGES TO AGREEMENT:

Angel Pro-Clean Inc reserves the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on the Angel Pro-Clean Inc website (www.angelproclean.com). Each updated agreement will take effect upon publication on the website.

29. JURISDICTION:

This Agreement will be governed by the laws of British Columbia. The Parties agree that the courts of the Province of British Columbia will have exclusive jurisdiction in regard to any dispute relating to any matters that are subject to this Agreement.

30. PRIVACY:

By using our services, you consent to the collection, use, disclosure and retention of your personal information by Angel Pro-Clean as set out in the Privacy Policy, which may be amended from time to time and which is incorporated into these Terms. The Privacy Policy sets out the types of personal information that we collect through your use of our services, and the purposes for such collection, use and disclosure.

31. COPYRIGHT:

The content of this Agreement is protected by international copyright laws and may be used for personal reference only. Subject to applicable law, permission to copy, alter, reproduce, publish, transmit and/or otherwise distribute this content is forbidden without first obtaining the prior written permission of Angel Pro-Clean Inc.

32. EXECUTION:

  1. i. This Agreement may be executed in counterparts and may be delivered by facsimile, website link, email or document-signing applications, each of which will be deemed an original and all of which together will constitute the same document.
  2. ii. This Agreement, including any schedules attached hereto, will together constitute the entire agreement between the Parties and each of them, as pertaining to the subject matters dealt with herein and each of the paragraphs herein is contractual and not merely recital.

As a valued client, we thank you in advance for your understanding and respect for these policies. Your support and honest feedback will elevate your experience with your Cleaning Provider/s.

Policy version v1.4, updated on Dec 1, 2024, applicable to all bookings after this updated date.

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