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.

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 you attend our Walk-Throughs at the beginning and end in order to communicate your expectations. Although we know how to clean, we do not know every area or priority of private properties. The Final Walk-Through provides you the opportunity to mark down unsatisfactory tasks from our Checklist, which we will do our best to re-clean immediately.
  3. iii.If there is a problem or if you are unable to attend your Final Walk-Through, EMAIL info@angelproclean.com or call us at (236) 989-0144 within 24 hours following your cleaning, and we will make every effort to address your concern.
  4. 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. Failure to do so will render the Return Services void.
  5. 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.
  6. vi. Special Note: "Hourly Basis" service bookings, If you book on an hourly basis, you can extend the booking time if required. However, if no extension is requested, the cleaner will leave the worksite once the booked time limit is reached, even if there is unfinished work. We are not responsible for incomplete areas under these conditions.

6. LATE CANCELLATION FEE

If it is necessary for you to reschedule, cancel your one time/sporadic booking (or skip your recurring booking), we require a minimum of 48 HOURS NOTICE notice by email to info@angelproclean.com (no voicemails or texts). Otherwise, you agree to pay a late Cancellation fee equivalent to 50% of your booking. (Eg. If you booked a service worth $200, you pay $100.) This fee applies to ALL circumstances — including elevator locks, power outages, COVID-19 symptoms, illness and family emergencies.

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 minutes waited x man-hour rate ($40).
  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. Skipping a recurring booking on short notice or locking out the team disrupts schedules, affects client satisfaction, and lowers team morale. As per the BC Employment Act, employees 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.
  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 decline or discontinue service at any point if conditions present a health or safety risk, at their sole discretion.
  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:
    • 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: Our team members appreciate when pets are secured, and that you pick up after them before service. If your pets are running around free during cleaning, we are not responsible for dirty footprints or fallen pet hair after we mop.
  3. iii. We are not responsible for locking pets in or escaping pets.
  4. iv. For dogs who do not stop barking, please take them out of the property before service. Staff cannot work properly with distractions. Many are afraid of dogs barking.
  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, where you pay based on the exact time spent on the service.
    • 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

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 12 hours 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: Refunds for cancellations are governed by the "LATE CANCELLATION FEE" section, and refunds for dissatisfactory work are subject to the "SATISFACTION GUARANTEE" section. Approved refunds 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.

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% per annum on each day that any amount remains outstanding thereafter.
  2. ii. If the client’s account is outstanding for more than 3 months, we will call at your property to collect payment in person, 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.)
  • Hoarder occupied
  • Homeless area
  • Criminal area

1. ACCIDENTS & DAMAGE POLICY:

  1. i. If you have valuables or delicate items, etc., it would be helpful if they are put away to avoid damages. Regrettably, although not common, something may be broken. Team members are instructed to call our office at once if ANYTHING is broken and advise you of the accident.
  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. 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. v. 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.