These Terms and Conditions (“Terms”) govern the provision of residential and commercial cleaning services by Town’n Country Maid Service (“Company,” “we,” “us,” or “our”) to the client (“Client,” “you,” or “your”). By booking or using our services, you agree to be bound by these Terms.
1. Services
1.1 The Company provides residential and commercial cleaning services as agreed at the time of booking.
1.2 Services are limited to normal domestic cleaning tasks only. We do not provide restoration, hazardous waste removal, biohazard cleaning, pest control, mold remediation, or construction cleanup unless explicitly agreed in writing.
1.3 The scope of work is based on the information provided by the Client. Additional time or charges may apply if actual conditions differ.
1.4 Service add-ons or specialized cleaning requests that fall outside the agreed scope of work may result in additional fees. Examples may include but are not limited to: interior appliance cleaning (ovens, fridges), interior windows, baseboards, move-in/move-out cleaning, or additional time requested beyond the scheduled service. 48 hours prior notice or more is required to allow sufficient booking arrangements to be made.
2. Scheduling and Access
2.1 Scheduled service times are estimated arrival windows, not guaranteed arrival times.
2.2 Arrival times may vary due to staff scheduling, traffic, weather, prior job conditions, or unforeseen delays.
2.3 The Client agrees to allow reasonable flexibility in expectations regarding arrival time on the scheduled service date.
2.4 The Company will make reasonable efforts to notify the Client of significant delays when possible.
2.5 The Client agrees to provide safe and reasonable access to the premises at the scheduled time.
2.6 If the Client is not present, instructions for entry must be provided in advance. The Company is not responsible for alarm systems not properly disabled.
2.7 Delays caused by lack of access may result in shortened service time or cancellation fees.
3. Pricing and Payment
3.1 Prices are based on the size, condition, and frequency of the service. An in-person estimate will be conducted whenever possible to best assess the space your needs.
3.2 Clients who are not on a regular recurring service schedule are subject to the Company’s posted hourly rate in effect at the time of service.
3.3 Payment is due upon completion of service, unless otherwise agreed in writing. Accepted payment methods include cash, cheque, e-transfer, or credit card.
3.4 All prices are subject to applicable taxes, including Harmonized Sales Tax (HST), in accordance with Ontario law.
3.5 A valid credit card number must be provided and kept on file prior to the first service. By providing a credit card, the Client authorizes the Company to charge the card for completed services, late cancellations, no-shows, outstanding balances, and recurring services, where applicable.
3.6 A 2.9% credit card processing fee will be added to invoices paid by credit card.
3.7 Late or unpaid balances may result in suspension of services and interest fees of 24% per annum.
4. Cancellations and Rescheduling
4.1 Cancellations or rescheduling must be made at least 24 hours prior to the scheduled service wherever possible.
4.2 Late cancellations or no-shows may be charged a fee of up to 50% of the scheduled service fee.
4.3 If an appointment is missed and not rescheduled, additional fees may apply at the next visit, as the cleaning may take longer than originally agreed due to the condition of the space.
4.4 Repeated late cancellations or no-shows, particularly for recurring services, may result in termination of service arrangements.
5. Statutory Holidays and Weather
5.1 Services may be rescheduled on Ontario statutory holidays. We will provide advance notice whenever possible.
5.2 In cases of severe weather, unsafe road conditions, or circumstances beyond our control, services may be delayed or rescheduled without penalty.
5.3 The Client is responsible for ensuring that driveways, walkways, steps, and entrances are clear of ice and snow prior to the scheduled service time to allow safe access for staff. If access is deemed unsafe, the service may be cancelled or rescheduled, and a cancellation fee may be applied in accordance with Section 4.
6. Satisfaction Guarantee
6.1 If you are not satisfied with the service, please notify us within 24 hours of completion.
6.2 We will make reasonable efforts to address the issue, which may include re-cleaning the affected area.
6.3 Refunds are not guaranteed and are provided at the Company’s discretion, in compliance with Ontario consumer protection laws.
7. Client Responsibilities
7.1 The Client agrees to:
– Secure pets and clean up after them prior to service (including pet waste, litter, and accidents)
– Remove excessive clutter prior to cleaning
– Inform the Company of fragile items, special surfaces, or areas requiring special care
7.2 The Company is not responsible for damage caused by unstable, improperly installed, or pre-damaged items.
8. Health and Safety
8.1 The Client must disclose any hazardous conditions, including but not limited to mold, bodily fluids, pest infestations, or unsafe structures.
8.2 The Company reserves the right to refuse or terminate services if conditions are deemed unsafe.
9. Supplies and Equipment
9.1 The Client is responsible for supplying all cleaning products and consumable supplies required for the service, unless otherwise agreed in writing.
9.2 The Company will supply standard cleaning equipment, including but not limited to vacuums, mops, and cleaning cloths/rags, unless the Client requests otherwise.
9.3 The Client agrees that any products or equipment they request to be used are safe, appropriate for the surfaces being cleaned, and in good working condition.
9.4 The Company is not responsible for the effectiveness of client-supplied products or for any damage resulting from their use.
10. Damage and Liability
10.1 The Company will exercise reasonable care while providing services.
10.2 Any claims for damage must be reported within 24 hours of service.
10.3 Liability is limited to the cost of the service provided. The Company is not liable for indirect or consequential damages.
11. Breakage Policy
11.1 Accidental breakage must be reported within the specified claim period.
11.2 The Company may repair, replace, or reimburse the item at its discretion, taking depreciation into account.
12. Insurance
12.1 The Company maintains general liability insurance.
12.2 Proof of insurance is available upon request.
13. Termination of Services
13.1 Either party may terminate services with written notice, subject to any outstanding scheduled or completed services.
13.2 For recurring services, the Company reserves the right to terminate service with 7 days’ written notice for breach of these Terms, repeated cancellations, non-payment, or unsafe conditions.
13.3 Outstanding balances remain payable upon termination.
14. Employment Status of Staff
14.1 All cleaning staff are employees of the Company.
14.2 Cleaning staff are not independent contractors and are not employees or agents of the Client.
14.3 The Company is solely responsible for wages, deductions, remittances, workplace safety, and compliance with applicable employment standards and insurance requirements under Ontario law.
15. Governing Law and Consumer Rights
15.1 These Terms are governed by and interpreted in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein.
15.2 Nothing in these Terms limits your rights under Ontario’s Consumer Protection Act, 2002.
16. Acceptance and Booking Acknowledgment
By booking, scheduling, or receiving services from Town’n Country Maid Service, including one-time or recurring services, you acknowledge and agree that you have read, understood, and accepted these Terms and Conditions. This includes, without limitation, pricing, payment methods, credit card on file authorization, cancellation and rescheduling policies, estimated arrival time flexibility, use of client-supplied cleaning products, company-supplied equipment, and damage reporting requirements.
Company Name: Town’n Country Maid Service
Contact Information: 519-756-2733 | office@townncountrymaid.com
Effective Date: January 30th, 2026