Pines Cleaning (referred to as “Company,” “we,” or “us”) reserves the right to revise these terms and conditions for our cleaning services in Victoria or outside of Victoria at any time and without notice. By scheduling or using our services, you (“the client”) confirm that you understand and agree to the terms below.
1. COVID-19 Policy
Customers must fully disclose any awareness of COVID-19 symptoms before booking any service with Pines Cleaning. As a client, it is your responsibility to inform us if you experience symptoms of COVID-19 or if you have traveled abroad, are ill, have cared for someone who is ill, or are in quarantine. If these circumstances apply, you must notify Pines Cleaning in accordance with British Columbia’s health and safety regulations. We reserve the right to halt services if there are any health and safety risks.
2. Refund Policy
Our cleaning services are tailored to each individual client. Therefore, Pines Cleaning does not issue refunds. However, if you have any concerns about the cleaning performed, please contact us within 24 hours of the scheduled start time. While we cannot offer refunds, we do provide a complimentary re-clean if notified within that 24-hour window. You must supply a list and photographs of missed areas, and any spots not included in the 24-hour notification will not be covered by the re-clean. Additionally, new services added to the re-clean may be subject to our minimum new-service requirement. The complimentary re-clean will be carried out within 24 to 48 hours, and the client must be available to grant our cleaners access.
3. Receipts After Cleaning
Receipts are automatically emailed once payment is processed. Should you not receive your receipt, please request a manual copy from Pines Cleaning. We will only send receipts to the email address you provided at booking. If your email was incorrectly entered, you will not receive your receipt unless you correct the address with us.
4. Gift Cards
Gift cards can be used toward any cleaning service but cannot be exchanged for cash. To redeem, simply go to our booking page and enter the unique code. Any remaining balance can be applied to future services.
5. No Fixed Contract
There is no binding term length between you and Pines Cleaning for scheduled services. You may cancel your one-time or recurring cleaning at least 24 hours before your scheduled appointment without incurring a penalty. We also reserve the right to cancel services at any time. However, if you cancel within 24 hours of the service date, a $79 cancellation fee applies. Rescheduled appointments can only be canceled for a $79 fee or moved to another suitable date.
6. Move-Out Cleaning
When booking our move-out cleaning, you confirm that your residence is vacant and free of clutter. Pines Cleaning does not eliminate pet odors. If odor removal is needed, please hire a specialist. If the home is still occupied or contains items (e.g., in the refrigerator or cabinets) at the time of service, we may switch you to a standard or deep cleaning rate. Our move-out service is priced for empty homes; additional charges apply if we must remove or clear items from cabinets, refrigerators, or similar spaces. If you opt to have inside cabinets or appliances cleaned, they should contain minimal to no items before we start.
7. Hourly Service
For hourly bookings, clients pay for the time spent on-site based on the prevailing hourly rate set by Pines Cleaning when the appointment was made. You cannot change the service type once the cleaning has started unless you give appropriate notice, and we approve the change. We do not offer custom-priced services; our types include Standard, Deep, Move-Out, Hourly, Organization, or Home Concierge. Cleaners are not authorized to revise your service type while on-site; all changes must be arranged directly with our office by phone, text, or email.
If the client is present: You are billed for all hours the cleaners spend working in your home. It is your responsibility to stop the cleaning at the end of your booked hours to avoid extra charges. If you want to add extra time or services, please inform Pines Cleaning by phone, text, or email beforehand.
If the client is absent: We will let you know once the allotted time is up. If further cleaning is needed, we will notify you. It is your responsibility to book enough hours for the required tasks. If insufficient time is booked, only the priority areas you specify will be cleaned, and we will inform you accordingly.
Our 24-hour service guarantee for hourly jobs covers re-cleaning only for missed areas. The guarantee does not imply cleaners will spend the same total hours as the initial booking. Address concerns with the cleaners or our office while the cleaning is in progress if you believe efficiency is lacking.
8. Approval of Cleaning
You can approve the cleaning by phone, text, or email. Once Pines Cleaning receives your approval, we may deny any re-clean requests. You must ensure all communications are properly acknowledged within 24 hours of the initial service. Complaints submitted after 24 hours from the service time may not be accepted.
If you schedule a walkthrough for final approval but fail to arrive within 10 minutes of the team’s departure, you may be charged for the waiting period (beyond 10 minutes, up to one hour). After one hour, the cleaning team can leave, and a waiting fee will be added to your bill.
9. Cleaning Teams
Our workforce typically operates in teams of one or more individuals, depending on the scope of the job. We aim to send the same team to your residence; however, changes can happen due to sickness, scheduling adjustments, or other factors.
10. Conduct
Our cleaners are instructed to remain professional and courteous. They will avoid tasks outside their cleaning duties, such as smoking, eating, drinking, watching TV, using media devices, or engaging in non-cleaning activities. Pines Cleaning does not provide specialized services (e.g., grout, wall, or tile/renovation expertise). For specialized issues, please consult a professional.
11. Responsibility for Pets
Neither Pines Cleaning nor its employees can be held accountable for pets escaping when doors are opened. If your pets roam freely, please inform us beforehand so our cleaners can be extra cautious when entering and exiting.
12. Supplies and Equipment
We bring our own products and equipment, including vacuums and mops, unless you have a particular product you wish us to use. If your home’s condition requires it, we may ask you to supply a working vacuum to protect our equipment and other customers, as vacuums can spread allergens or pet dander.
13. Arrival Time
Cleaning teams have a one-hour window, before or after the scheduled time, to arrive. This accounts for traffic or any unexpected delays. If further delays occur, we will inform you in advance.
14. Scheduling, Pricing, and Frequency
Your rate depends on how often we clean your home:
Weekly: Every week
Bi-weekly: Every 2 weeks (not exceeding 3 weeks between cleans)
Monthly: Every 4 weeks (not exceeding 5 weeks between cleans)
If you skip or add cleanings, your rate may change accordingly. For example, a bi-weekly customer who misses a session (thus creating a 4-week interval) is charged at the monthly rate for the next service. Conversely, a bi-weekly client who adds an extra cleaning in between will temporarily be charged the weekly rate.
We may reassess charges if the actual cleaning time or home conditions differ significantly from what was initially discussed. If you did not accurately describe your home’s size or state, Pines Cleaning reserves the right to adjust your quote.
15. Working at Heights
Our staff will not climb above the second step of a ladder or work at heights exceeding two ladder rungs. For safety reasons, we may decline tasks at higher elevations.
16. Payment Policy
Full payment is required at the time of booking online. We accept major credit cards (Visa, Mastercard) and Interac e-transfers. If you wish to pay in cash, please call us before finalizing your booking. We cannot hold a spot without valid payment details on file.
17. Late Cancellations and Rescheduling
A $79 fee applies if you cancel within 24 hours of your appointment. Notifying the cleaner upon arrival does not count as formal cancellation. You can reschedule more than 24 hours in advance without penalty. If you must cancel a rescheduled appointment, a $79 fee still applies unless you choose another reschedule date.
18. Lockouts/Inaccessibility
If our team cannot enter the property, we will do our best to reschedule. If you decide to cancel on the spot, a $79 fee applies for homes in the city. For locations outside city limits, there is an additional travel fee plus $79.
19. Changes and Charges
We appreciate a minimum of two business days’ notice if you wish to alter or skip a scheduled cleaning. Failing to notify us in time or preventing access to your home results in a full-price fee. Our teams rely on scheduled jobs for their daily compensation.
Should you need to make changes to your cleaning plan or schedule, please call our office directly. Cleaners are instructed to follow the details listed in their work order and may not fulfill requests not approved by our office.
20. Security Systems
If your home has a security alarm, please turn it off or provide us with the proper disarming code prior to our arrival. Notify us immediately if you change the code.
21. Cancellation by Pines Cleaning
Pines Cleaning may cancel or suspend a booking if there are issues accessing your home, or if we do not have running water or electricity, or if contractors or third parties interfere. In these scenarios, you may be liable for up to 50% of the service cost.
22. Accidents and Theft
Please secure valuable or sentimental items, including cash and jewelry. On rare occasions, accidental damage may occur. Our cleaners are instructed to contact the office right away and leave you a note if something breaks. If an item is damaged by our team, we may repair or replace it based on our discretion, but you must report the issue within 24 hours. You are encouraged to be present at the end of the service to inspect for damages. Once the cleaners leave, we are no longer liable for damages if the cause cannot be verified.
For “one-of-a-kind” items, you must demonstrate their value for a settlement to be considered. We are not responsible for wall hangings that are improperly secured (e.g., with pins or thread). Pines Cleaning and its staff use reasonable care when dusting and handling household items.
If theft is suspected, inform us immediately. You must file a police report and pursue legal actions if necessary. Pines Cleaning is not liable for allegations of theft without proper legal proceedings.
23. Holidays
We recognize the following holidays only: New Year’s Day, Canada Day, Labour Day, Thanksgiving, Christmas Eve, and Christmas Day. If your regular cleaning falls on one of these days, we will contact you to reschedule. For any other holiday, you may call us at least two business days in advance to avoid late cancellation fees.
24. Clutter
If certain areas are heavily cluttered, our team may not be able to clean them thoroughly. For example, a desk with extensive paperwork may not be fully cleaned. Our cleaners might reorganize to the best of their ability, but thorough cleaning is limited if the area is not prepared.
25. Laundry Service
If you opt for laundry services, Pines Cleaning is not liable for damage to clothes, washers, or dryers. Clothing may shrink, lose color, or incur other issues. It is the customer’s responsibility to provide correct laundering instructions.
26. Pets
If you have pets, please secure them and ensure you have cleaned up after them (e.g., litter boxes, accidents). We do not clean up feces, urine, or other pet waste.
27. Health and Safety
Pines Cleaning reserves the right to refuse or discontinue a job if conditions in the home pose health or safety risks beyond our insurance coverage or standard practices.
28. Quality Control
We conduct spot checks and may call you for feedback. We might send a supervisor to inspect the cleaning after the team has completed their work, or we may ask you to fill out a satisfaction survey. Your input is appreciated and helps us maintain a high standard of service.
29. Stain Removal
We make every effort to remove stains, but long-standing stains (e.g., in ovens or on walls) can be difficult to address within typical cleaning hours. We will consult you about the level of cleanliness achievable in such cases.
30. Before and After Photos
Pines Cleaning may take “before and after” photos to document our work. These photos are owned by the Company and may be used for promotional or quality-control purposes. We will not disclose specific addresses or personal details. If you are uncomfortable with photography, please inform us by phone or email.
31. Wall Washing and Spot Cleaning
If you request wall washing or spot cleaning, Pines Cleaning is not responsible for wall damage. Various factors can lead to paint chipping or discoloration. We reserve the right to decline or discontinue wall cleaning if it poses safety risks or exceeds our capabilities. If spot cleaning is deemed more extensive than initially thought, we may propose upgrading to a full wall-washing service, including any associated cost changes.
32. Hoarding
Hoarding situations require significantly more time. If your home is found to be in a hoarding condition, we will switch from a flat rate or standard service to an hourly rate ($75/hour per cleaner). We cannot estimate exact times for hoarded environments but will provide a rough approximation before beginning.
33. Extra Tasks
Please contact us in advance about extra services (e.g., post-construction cleaning, garage cleaning, refrigerator interior, or additional rooms). While we can often quote these by phone, the final cost may be adjusted after seeing the actual work required.
34. Items We Cannot Clean
We do not handle anything involving bodily fluids, excretions, or litter boxes. Seasonal infestations (ants, termites, fleas, etc.) might limit our scope. We do not clean inside curio cabinets unless otherwise arranged. Our cleaners do not climb more than two steps on a ladder, work outside the home, move heavy furniture or items over 20 pounds, prepare meals, or provide childcare or pet-related services beyond basic pet awareness.
35. Hiring Our Team
Our cleaners sign a non-compete agreement preventing them from working for Pines Cleaning clients independently during their tenure and for two years afterward. Hiring a current or former cleaner from our Company within two years of that cleaner’s last day with us incurs a placement fee equal to 20% of the cleaner’s annual earnings. If you have questions about this policy, please contact our office.
36. Gratuities
Although tipping is not required, it is always appreciated. An average tip range is 10–15% of your total cleaning fee. Tips can be left in cash or added to your credit card. We ensure the entire tip goes directly to the cleaning team.
37. Cleaning Behind Appliances and Furniture
We do not move large appliances (e.g., refrigerators, ovens, washers, dryers) during standard or deep cleans. These areas are typically addressed in move-out services only. If you require cleaning behind heavy furniture during a deep clean, please move those items beforehand to ensure safe and efficient service.
38. Access to Your Home
Please make sure we have a reliable way to enter your home (e.g., key code, drop box). If we are unable to enter due to lack of instructions, we will need to reschedule. We do not issue refunds for inability to access the property but will do our best to find another slot.
39. Personal Information
We may record incoming and outgoing calls for training and quality assurance. We do not share personal or call data with third parties without your consent, unless mandated by law.
40. Office Hours
Our regular office hours are from 8:00 AM to 6:00 PM, Monday through Sunday. We also provide extended chat support on our website from 8:00 AM to 11:00 PM daily, though these hours may change if needed. You can also leave us a voicemail, and we will return your call as soon as possible.
41. Insurance
Pines Cleaning carries insurance for the services we provide, aiming to protect both our clients and our staff.
DISCLAIMER OF WARRANTIES
THE COMPANY PROVIDES ITS SERVICE AND ANY RELATED SOFTWARE “AS IS” WITHOUT ANY GUARANTEE OR WARRANTY, WHETHER EXPRESS OR IMPLIED. WE DO NOT WARRANT THAT OUR SERVICES OR SOFTWARE WILL BE TIMELY, ERROR-FREE, OR UNINTERRUPTED, OR THAT THEY WILL MEET YOUR PERSONAL REQUIREMENTS. ANY RISK ASSOCIATED WITH USING OUR SERVICES OR SOFTWARE REMAINS SOLELY WITH YOU.
NETWORK DELAYS
USE OF THE INTERNET, TELECOMMUNICATIONS, OR OTHER NETWORK-RELATED PLATFORMS MAY BE SUBJECT TO INTERRUPTIONS AND DELAYS THAT ARE BEYOND OUR CONTROL. PINES CLEANING IS NOT RESPONSIBLE FOR ANY RESULTING LOSSES, DELIVERY FAILURES, OR INCONVENIENCES.
LIMITATION OF LIABILITY
IN NO EVENT WILL THE COMPANY’S AGGREGATE LIABILITY EXCEED THE TOTAL FEES PAID BY YOU IN THE SIX MONTHS LEADING UP TO THE EVENT TRIGGERING A CLAIM. UNDER NO CIRCUMSTANCES WILL THE COMPANY BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, NOR FOR PERSONAL INJURY OR PROPERTY DAMAGE ARISING FROM USE OR INABILITY TO USE OUR SERVICE OR SOFTWARE.
DISPUTES
ANY DISPUTE BETWEEN YOU AND PINES CLEANING WILL BE GOVERNED BY THE LAWS OF BRITISH COLUMBIA.
BY USING OUR WEBSITE OR SERVICES, YOU AGREE THAT ANY DISPUTE OR CLAIM MUST BE RESOLVED EXCLUSIVELY THROUGH BINDING ARBITRATION. YOU WAIVE THE RIGHT TO PARTICIPATE IN A CLASS ACTION OR OTHER COLLECTIVE SUIT AGAINST US. IF THIS AGREEMENT IS FOUND TO BE UNENFORCEABLE, ANY LITIGATION WILL BE HELD IN THE APPROPRIATE COURTS IN VICTORIA, BRITISH COLUMBIA.
SMS & COMMUNICATION POLICY
Pines Cleaning Message Campaign:
Users can expect to receive automatic appointment reminder messages, occasional marketing messages, and messages about booking or rescheduling a cleaning service.
You can cancel the SMS service at any time by texting “STOP.”
For help, reply “HELP” or email [email protected]
Standard message/data rates may apply.
See our privacy policy at https://pinescleaning.com/privacy-policy/
TERMINATION
We may modify, suspend, or permanently discontinue our service at any time and may refuse service if you breach these terms. We will make a reasonable effort to warn you in advance of any such action. We shall not be liable for damages from modifications or termination of service.
By visiting our website or booking any cleaning service—online or by phone—you acknowledge and agree to these terms and conditions.
Last Updated: May 30, 2025