TERMS OF SERVICE

Last Updated: August 3, 2026

Welcome to Immaculate Home Co. (“Company,” “we,” “us,” or “our”). Please read these Terms of Service (“Terms”, “Agreement”) carefully before using our website or booking residential cleaning services (“Services”).

By booking a service or accessing our website, you (“Client”, “User”, or “you”) agree to be bound by these Terms. If you do not agree to all terms and conditions, you may not access the website or use our Services.

1. Services & Operational Scope

1.1 Scope of Service

Immaculate Home Co. provides professional residential cleaning services carried out by vetted independent service providers. Services are performed based on the checklist selected at the time of booking (e.g., Regular Clean, Deep Clean, Move-In / Move-Out Clean).

1.2 Fair Go Policy & Condition Adjustments

Flat-rate services are results-based and executed according to our standard service checklists.

  • Time Buffers: Our estimated times are guidelines to assist cleaning teams. Under our Fair Go Policy, teams will clean for up to 15% beyond the estimated time to complete the checklist at no additional charge.

  • Excessive Soiling: If a property’s condition significantly exceeds standard expectations (e.g., biohazards, post-construction debris, hoarding, or severe neglect), we reserve the right to pause service, contact you, and adjust the price or time before proceeding. If you decline the rate adjustment, service will be concluded, and the client will be charged for time elapsed or a $50 late cancellation fee.

1.3 Safety Exclusions & Service Boundaries

For the safety of our cleaning professionals, the following tasks are strictly excluded from our service scope:

  • Handling human/animal waste, mold, infestation, or biohazardous materials.

  • Heavy lifting or moving items/furniture weighing over 30 lbs.

  • Cleaning exterior surfaces, roofs, or high areas outside the reach of a standard 2-step stool.

  • Cleaning unsealed surfaces or working in environments without climate control, running hot/cold water, or electricity.

2. Home Access, Utilities & Lockout Policy

2.1 Access & Utilities

The client is responsible for providing functional access to the property (e.g., lockbox codes, key handoff, alarm instructions, concierge authorisation). Properties must have active electricity and running hot and cold water.

2.2 Parking Policy

Clients must ensure free, accessible parking is available on-site or directly adjacent to the residence. If free parking is unavailable, any actual parking fees incurred by the cleaning team will be billed to the client's final invoice.

2.3 Lockout Protocol (The 30-Minute Grace Period)

If a cleaning team arrives at the scheduled property and cannot gain entry:

  1. Attempted Contact: The team and Immaculate Home Co. management will attempt to reach the client via multiple communication channels (phone call, SMS text, and email). Timestamped records of these contact attempts will serve as official verification.

  2. Grace Period: Cleaners will wait on-site for up to 30 minutes from the scheduled start time.

  3. Lockout Resolution: If access is not provided within 30 minutes, the cleaner reserves the right to leave. The appointment will be classified as a Lockout and charged in full (100% of the booked service rate) for the allotted time slot.

3. Cancellations, Rescheduling & Changes

3.1 Cancellation & Rescheduling Notice

We understand schedules change. To avoid fees, modifications must be made ahead of time:

  • 24 Hours or More Notice: Free cancellation or rescheduling.

  • Less Than 24 Hours Notice: Late cancellations or rescheduling requests made within 24 hours of the appointment are subject to a $50.00 Late Cancellation Fee.

  • Same-Day Lockouts: Billed at 100% of the service total as outlined in Section 2.3.

4. Pricing, Payments & Holds

4.1 Payment Method

A valid credit card must be kept on file at the time of booking via our secure payment processor (Stripe).

4.2 Payment Authorisation & Pre-Auth Holds

  • A temporary pre-authorisation hold for the total booking amount will be placed on your credit card on the day of the scheduled service prior to job start.

  • Final charges are processed upon service completion.

4.3 Chargebacks

Initiating an unauthorised chargeback or disputing valid charges processed under these Terms will result in the immediate suspension of client account privileges and referral to collections where permitted by law.

5. Satisfaction Guarantee & Re-Clean Policy

5.1 24-Hour Reporting Window

Your satisfaction is our top priority. If you are unsatisfied with any aspect of your clean:

  1. You must notify Immaculate Home Co. within 24 hours of job completion.

  2. Written notification must include photos clearly illustrating the areas of concern.

5.2 Re-Clean Resolution

Upon verification, Immaculate Home Co. will send a team to re-clean the specific areas in question at no extra cost within 48–72 hours.

5.3 Refund Restrictions

Because cleaning is a personalised service, monetary refunds are not issued prior to executing a complimentary re-clean. Refunds (partial or full) are granted strictly at management’s sole discretion if a re-clean fails to remedy the verified issues in good faith.

6. Liability, Damage & Pre-Existing Conditions

6.1 Reporting Damage

Clients must inspect their residence and report any broken or damaged items caused by a service provider within 24 hours of service completion. Reports must include clear photos and description.

6.2 Pre-Existing Conditions & Exclusions

Immaculate Home Co. and its independent providers are not liable for:

  • Pre-existing wear and tear, superficial damage, or discolouration.

  • Improperly installed items (e.g., loose wall shelves, unanchored art, fragile blinds) or unsecured/fragile valuables.

  • Inherent damage to delicate, unsealed, or specialised surfaces cleaned with client-requested products.

6.3 Limitation of Liability

In all circumstances, total financial liability for damages or service issues is strictly capped at the cost of the last scheduled cleaning service or $100.00, whichever is greater. Indirect, punitive, or consequential damages are expressly excluded. Clients are responsible for securing high-value or sentimental items prior to service.

7. Independent Placement & Non-Solicitation

7.1 Non-Solicitation Agreement

Immaculate Home Co. invests significant time, capital, and effort into vetting, screening, and onboarding service providers. Clients agree not to directly solicit, hire, or engage any service provider assigned to them by Immaculate Home Co. for private services outside of our platform during their service period and for twelve (12) months following their last service.

7.2 Independent Placement Fee

If a client wishes to directly hire or engage a service provider independent of Immaculate Home Co., the client agrees to notify us in writing and pay a standard Placement & Referral Fee of $2,500.00 CAD per individual prior to direct engagement.

8. Website Usage & Accounts

8.1 Usage Rules

You agree to use our website and booking systems only for lawful purposes. Automated data scraping, reverse engineering, system tampering, or impersonating others on the system is prohibited.

8.2 Account Confidentiality

You are responsible for maintaining the security of your account credentials. Immaculate Home Co. is not liable for losses resulting from unauthorised account access.

9. Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws applicable in the province or jurisdiction where services are rendered. Parties agree to make reasonable attempts to resolve any disputes informally prior to initiating formal legal proceedings.

10. Contact Information

For questions regarding these Terms, service inquiries, or reporting issues, please contact us at:

  • Company: Immaculate Home Co.

  • Email: support@immaculatehome.co

  • Website: www.immaculatehome.co