Terms & Conditions

1) Agreement to These Terms

By requesting an estimate, accepting a quote, booking an appointment, or allowing our team to enter the property, you (“Client”, “you”) agree to these Terms & Conditions. These Terms form the service agreement between you and Maria’s Team.

2) Our Service Model (Managed Service)

We provide a managed professional cleaning service: we supply the team, equipment, products, and on-site oversight. Service is delivered according to the selected service tier and the confirmed scope for your appointment.

3) Labour Hours, Minimums, and Team Size

Labour Hours means the combined active work time performed on-site by our team inside your home (not travel time).

• Minimum booking: 4 labour-hours minimum per visit ($200 minimum).
• Team size: We typically deploy 2–5 professionals to complete service efficiently. Example: 4 labour-hours may be delivered as 2 cleaners × 2 clock-hours.
• Team size may vary based on your home's layout, priorities, schedule windows, and staff availability.

4) Estimates, Ranges, and Condition of the Home

Any estimate provided on our website, by message, or by email is an estimate or range, not a guaranteed final price. Final labour hours depend on real-world conditions and your priorities.

If on arrival we discover that the condition or scope materially differs from what was described (for example: heavy buildup, significant clutter, additional rooms, or specialized tasks not disclosed), we may:

• proceed with your approval at an adjusted labour-hour range, or
• re-scope the visit, or
• decline to proceed and convert the visit to the minimum service fee as applicable under these Terms.

5) Access, Keys, and Arrival Lock-outs

5.1 Access Responsibilities

You must ensure safe, timely access at the scheduled start window (key, concierge entry, lockbox, remote entry, etc.). If you choose remote access, you are responsible for granting entry and securing the property when we depart (unless another arrangement is confirmed).

5.2 Arrival Lock-outs / Turn-aways

If our team arrives within the scheduled arrival window and cannot gain entry, or is turned away for any reason, this is treated as a lock-out.

Lock-out fee: 100% of the confirmed estimate/approved quote for that visit (or the $200 minimum, whichever is greater). Rationale: staffing, travel, and reserved crew time cannot be recovered.

6) Cancellations and Rescheduling Policy

Reserved crew time is the core product. Rescheduling impacts our routing and prevents us from filling the slot—especially for 3–6+ labour-hour jobs. Therefore, rescheduling is treated the same as cancellation for fee purposes.

6.1 Courtesy Reschedule (7+ days)

If you notify us 7 or more days before the appointment, we offer one (1) courtesy reschedule at no fee, subject to availability.

6.2 Reschedule/Cancellation (2–7 days)

If you reschedule or cancel 2 to 7 days before the appointment, a Reschedule/Cancellation Fee applies: $50.

6.3 Late Reschedule/Cancellation (48–24 hours)

If you reschedule or cancel between 48 and 24 hours before the appointment:

Fee = 50% of the minimum service fee = $100.

6.4 Emergency / Same-Day (less than 24 hours)

If you reschedule or cancel with less than 24 hours' notice (including illness or personal emergencies):

Fee = the minimum service fee = $200.

6.5 How Notice Must Be Given

Notice must be provided by text, email, or Jobber message to be considered valid. Voicemails or messages sent to individual cleaners are not valid notice unless confirmed by management.

7) Health, Safety, Biohazards, and Infestations (Right to Refuse)

To protect our staff, we reserve the right to refuse or stop service immediately if we identify unsafe conditions, including but not limited to:

• Biohazards: human/animal waste, blood, bodily fluids, needles, sharp hazards
• Pests/infestations: bedbugs, cockroaches, rodents, fleas, or clear evidence of active infestation
• Unsafe environments: severe mould, extreme hoarding, lack of running water/electricity, or unsafe indoor temperatures
• Aggression/abuse: verbal threats, harassment, or physical aggression toward our staff

If service is refused or stopped for any of the above reasons:

• Client agrees the minimum service fee ($200) applies, and
• additional costs (if any) may apply for time spent on-site before termination.

We do not provide crime scene cleanup, biohazard remediation, or infestation remediation.

8) What We Do Not Do (Standard Exclusions)

Unless explicitly included in the confirmed scope, we do not perform:

• lifting/moving heavy furniture, appliances, or large items
• junk removal, construction debris hauling, or hazardous waste disposal
• exterior window washing (outside panes), high-risk ladder work, roof/gutter work
• pest removal or mould remediation (beyond normal surface cleaning as appropriate)
• restoration services (fire/flood)

For after-renovation cleaning: we focus on fine dust extraction and surface restoration; we do not remove debris unless separately agreed in writing.

9) Client Preparation & Site Conditions

To ensure efficient service, you agree to:

• provide hot water and electricity
• secure fragile/high-value items (heirlooms, art, collectibles)
• inform us of special surfaces (marble, natural stone, specialty finishes) and any product restrictions
• secure pets or provide instructions for safe access (see Section 11)

If excessive clutter prevents access to surfaces and floors, we may re-scope the visit (see Section 4).

10) Payments, Methods, and NSF

10.1 Payment Timing

Payment is due on the day of service unless otherwise agreed in writing.

10.2 Accepted Methods

We accept:

• Cash
• E-transfer
• Cheque (see NSF below)

We do not accept credit cards for direct payment, except where available through Jobber/Stripe payments (if enabled).

10.3 NSF / Returned Cheques

Returned or bounced cheques incur a $50 NSF fee, plus any bank charges we incur. Future bookings may require e-transfer or card-on-file via Jobber.

11) Pets

We are pet-friendly. For safety and efficiency:

• Please secure pets if they are anxious, protective, or likely to interfere with cleaning.
• Tell us in advance about any pet rules (doors, rooms, feeding areas, no-go zones).

If a pet creates unsafe conditions, we may pause work until the environment is safe; billed labour hours continue for time reserved and actively managed on-site.

12) Satisfaction Standard and Make-It-Right Policy

If something within the confirmed checklist/scope was missed, notify us within 24 hours of service completion. We will return within one business day (where scheduling allows) to correct the specific oversight at no charge. This is a fix policy, not a refund policy, and applies only to items within the agreed scope.

13) Damage, Liability, and Fragile Items

We take professional care. If you believe we caused damage, notify us within 24 hours with photos.

13.1 Liability Cap

To the maximum extent permitted by law, our total liability for any claim is limited to the amount paid for the specific service visit giving rise to the claim.

13.2 Exclusions

We are not responsible for:

• pre-existing damage, wear-and-tear, or manufacturing defects
• improperly installed fixtures/shelves/art
• items not secured prior to arrival
• damage caused by unsafe site conditions or undisclosed hazards

14) Non-Solicitation of Staff

Clients agree not to privately solicit, hire, or contract Maria's Team staff outside our company for 12 months after any service visit. A $3,000 recruitment/placement fee applies for breaches, reflecting hiring, training, and operational costs.

15) Privacy and Communications

Our Privacy Policy explains how we collect and use personal information. By booking, you agree to operational communications (arrival updates, scheduling, invoices). Marketing emails are opt-in only, via a separate checkbox on forms, and you can unsubscribe anytime.

16) Governing Law and Dispute Resolution

These Terms are governed by the laws of Ontario, Canada and applicable federal laws of Canada. Before starting legal proceedings, both parties agree to attempt to resolve disputes in good faith by written notice and a reasonable opportunity to cure.

17) Updates to These Terms

We may update these Terms from time to time. The "Last updated" date will reflect changes. The Terms in effect at the time of booking apply to that booking.