Damage and liability
We are fully insured. We treat your home with real care, and in the unlikely event we damage something through our own negligence, such as using a product wrongly or mishandling an item, we take full responsibility and will repair or replace it.
What we cannot take responsibility for is damage that comes from how something was already installed or looked after before we arrived. That covers pre-existing damage, ordinary wear and tear, and anything that is not properly secured. In practice that usually means:
- Items mounted to a wall with temporary or unsuitable fixings
- Cabinet or closet doors that are already loose
- Fixtures, appliances or range hood covers that are not secured
- Freestanding furniture that is not anchored
- Electronics or objects sitting on an unstable surface
- Anything that falls during normal cleaning because of the way it was installed
- Fixtures that are fragile or already damaged
We work carefully around all of it, but making sure these things are safely and securely installed is the homeowner's responsibility.
Valuables and fragile items
Please put away anything valuable, sentimental or breakable before we arrive. Jewellery, heirlooms, anything you would be genuinely upset to lose. We are careful around whatever is out on display, but we cannot be responsible for items left unsecured or stored somewhere they are easily knocked.
If there is a delicate surface, an already damaged area, or anything in the house that needs particular handling, tell us beforehand so we can take the right precautions.
Cancelling or rescheduling
Plans change and we understand that. You can cancel or move an appointment free of charge as long as we have at least 48 hours' notice.
Cancellations inside 48 hours are charged a $50 fee. That slot was held for you and cannot usually be filled at short notice. If something genuinely urgent has happened, tell us. We can waive the fee at our discretion, and we would far rather you were straight with us.
Getting in
You are responsible for making sure we can get into the property at the scheduled time, whether that is a key, a code, a lockbox, or being there to let us in.
If we arrive and cannot get in because of a locked door, a security system or any other access problem, we wait 30 minutes. If we still cannot get in after that, a $50 lockout fee applies, because the time was set aside and the trip made.
Our satisfaction guarantee
We stand behind our work. Every full-service clean comes with a 100% satisfaction guarantee. If something has been missed, or is not up to the standard you expected, get in touch within 24 hours and we will come back and put it right at no extra cost.
One honest caveat. If a clean has been shortened to fit a smaller budget or a tighter timeframe, or if you asked us to skip certain areas, the same level of detail is not possible and the full guarantee will not apply to that visit. We do not issue refunds in those cases, but we will always work with you to reach a fair resolution.
Health and safety
To keep both you and our team safe, there are some things we will not clean:
- Bodily fluids or waste
- Mould that needs professional remediation
- Pest infestations
- Needles or other hazardous materials
If we arrive and conditions are unsafe, we may decline the job or stop partway through. Charges can still apply in that situation, since the time was reserved for your home.
Supplies and equipment
We arrive with everything we need, professional-grade products and our own equipment. You do not have to supply anything.
If you would prefer we used your own products or equipment, that is completely fine, but you will need to supply them. Just let us know beforehand and have everything out ready for us. We cannot be responsible for any damage or malfunction that comes from using supplies or equipment that are not ours.
Photographs
We sometimes take before-and-after photos of our work. They are used for our own records and occasionally for marketing, and we are careful never to capture anything personal or identifying.
If you would rather we did not take photos in your home, say so in advance and we will not.
Arrival windows on recurring visits
We aim to arrive when we say we will. On recurring visits the arrival time can shift by 30 to 60 minutes either way, because occasionally the job before yours runs long.
If you need us there inside a strict window, tell us in advance and we will schedule around it.
Areas we cannot reach
If part of a room is blocked, or there is enough clutter that cleaning it properly would risk damaging something, we will leave that area rather than force it.
We will always tell you what we skipped and why. Skipped areas do not come off the price, because the time was still set aside for your home.
Payment
Invoices are due within 24 hours of the clean.
After that a $10 late fee is added for each day an invoice stays unpaid. If an account is still unpaid after 5 days, a flat $100 fee applies, service is suspended, and future bookings need to be paid for in advance.
None of that is meant to be heavy-handed. This is a small business, and being paid on time is what keeps it running.
Contractors on site
Please book any trade or contractor work for a different day than your clean. Cleaning around an active job site is not effective and it is not safe.
If contractors are on site when we arrive, the clean may be delayed or rescheduled, we may stop if conditions become unsafe, and the full service charge can still apply.
Respect for our team
We have zero tolerance for harassment of any kind, including inappropriate comments, gestures or behaviour toward anyone who works here.
If it happens, the service ends immediately, the appointment is charged in full, and we may take the matter further. Everyone working for Georgian Bay Cleaners is entitled to a safe and respectful place to work, and that is not negotiable.
