1. Acceptance of Terms

By requesting Crystal Clear Cleans services by any means (telephone, email, online booking at https://crystalclearcleans.ca/ , or direct conversation), you agree to be bound by these Terms & Conditions. Crystal Clear Cleans reserves the right to amend these Terms at any time without prior notice, effective upon posting to our website. By using our Site/App, you confirm you have read, understood, and agree to these terms (note: these do not apply to direct Service Provider contracts as detailed below).

2. Bonded and Insured

All Crystal Clear Cleans professionals are bonded and insured to ensure the highest standards of service.

3. Teams and Assignments

While we endeavor to assign the same cleaner to your home for consistency, circumstances such as illness or vacation may require a temporary change. If a change is necessary, we will select a qualified professional from our team to provide cover.

4. Conduct

Our Service Providers maintain professional conduct: no smoking, eating, drinking, TV, phone use, or doorbell answering in your home. Their focus is solely cleaning.

5. Pets and Home Access

Crystal Clear Cleans is not responsible for pets that escape during service. Advise us of roaming pets for cleaner caution. Service Providers are trained to secure doors on entry and exit.

You must ensure access within the 30-minute grace period of the cleaner's arrival; failure to provide access (including keys or codes) will be treated as a late cancellation and trigger the 50% cancellation fee outlined in Section 11.

6. Equipment and Supplies

We provide all necessary cleaning supplies via Service Providers. If you have specific products you would like us to use, or if you prefer that we use your own supplies, please let us know in advance so we can update your file.

7. Arrival Windows

To account for Greater Vancouver traffic conditions, we provide a one-hour arrival window. Once the cleaner arrives at your property, there is a 30-minute grace period for them to gain access.

If the cleaner cannot access the property within 30 minutes of their arrival, the appointment will be considered a “lock-out” and subject to our cancellation fee.

8. Service Duration and Multiple Cleaners

Quoted duration applies per cleaner. Multiple cleaners divide time equally, subject to availability. Regular services have a 3-hour minimum.

9. Rate Adjustments

Crystal Clear Cleans reserves the right to reevaluate and adjust service rates as necessary based on service requirements.

10. Billing, Payment Authorization & Service Categories

By booking Crystal Clear Cleans services, you authorize Crystal Clear Cleans to bill your debit card or credit card for services.

Crystal Clear Cleans offers three billing structures:

• Prepaid one-time cleanings
• Prepaid service packages
• Pay-as-you-go recurring bookings

You will receive a single receipt for the total amount paid for each booking.

A hold may be placed on your card 48 hours before the cleaning service to ensure sufficient funds are available. This is not a charge but to test for funds sufficiency. If funds are insufficient, we will contact you for an alternative payment method. Failure to provide this may result in a cancellation within 48 hours of the scheduled clean.

10.1 One-Time Cleanings (Prepaid)

• All one-time cleanings are prepaid at the time of booking.
• These payments are non-refundable, regardless of the cancellation date.
• Cancellations made more than 48 hours prior to the appointment will receive a gift card or credit equal to the amount paid.
• If cancelled with less than 48 hours’ notice, the appointment is subject to the 50% cancellation fee outlined in Section 12.
• Credits or gift cards may be used toward any future Crsytal Clear Cleans.

10.2 Prepaid Service Packages

• Crsytal Clear Cleans offers prepaid packages that require full upfront payment for multiple cleaning sessions.
• Prepaid packages are non-refundable.
• Unused package sessions may be converted to a gift card or Crsytal Clear Cleans credit, but cannot be refunded.
• If cancelled with less than 48 hours’ notice, the appointment is subject to the 50% cancellation fee outlined in Section 12.
• Package pricing is locked in for the duration of the package.

10.3 Pay-As-You-Go Recurring Bookings

• These include weekly, bi-weekly, and monthly recurring services, billed per appointment.
• Pay-as-you-go bookings are refundable in full if cancelled 48 hours or more before the scheduled appointment time.
• If cancelled with less than 48 hours’ notice, the appointment is subject to the 50% cancellation fee outlined in Section 12.
• These bookings are not prepaid unless the customer elects to pay early.

10.4 Payment Changes

Service rates and fees may change at Crsytal Clear Cleans discretion. Promotional offers do not alter preexisting agreements.

11. Cancellation Policy

Cancellations must be communicated directly to our office. Messages left with cleaners do not constitute proper notice.

11.1 One-Time Cleaning Cancellations (Prepaid)

• All one-time cleanings are prepaid and non-refundable.
• Cancellations made more than 48 hours in advance will receive a credit or gift card equal to the prepaid amount.
• Cancellations made within 48 hours of the appointment will incur a 50% cancellation fee, deducted from the prepaid amount.

11.2 Prepaid Package Session Cancellations

• Cancellations with more than 48 hours’ notice allow the prepaid session to remain available for future use.
• Cancellations with less than 48 hours’ notice may result in either: the loss of the session, or a 50% cancellation fee, depending on the package type and terms.

11.3 Pay-As-You-Go Recurring Booking Cancellations

• Cancellations made 48+ hours before service receive a full refund (no fee).
• Cancellations with less than 48 hours’ notice will incur a 50% cancellation fee.
• Lockouts or inability to access the home at the scheduled time are treated as late cancellations.

11.4 Rescheduling Policy

Rescheduling a service is subject to the same notice requirements as cancellations to ensure our teams remain fully scheduled. Any request to reschedule an appointment with 48 hours or more notice will be processed at no additional charge, subject to our current availability. However, any request to reschedule made with less than 48 hours’ notice will be treated as a late cancellation and will incur the 50% cancellation fee outlined in Section 11. Requests to change the time or date on the actual day of service are treated as a "Lock-out" and will result in the full cancellation fee or the total loss of that prepaid session.

12. Refund Policy

Crsytal Clear Cleans does not issue refunds for:

Prepaid one-time cleanings, prepaid package payments, or services already performed.

Exception: Pay-as-you-go recurring services cancelled 48+ hours in advance are eligible for a full refund. If you are dissatisfied with your cleaning, we will re-clean specific areas at no additional charge under our 100% Satisfaction Guarantee, provided that issues are reported within 24 hours of service.

13. Security Systems

Please ensure alarm systems are turned off or provide access codes and instructions to our office prior to service.

14. Service Suspension

Crsytal Clear Cleans reserves the right to cancel or suspend services if access, utilities, or working conditions are unsuitable or unsafe.

15. Accidents, Damage, and Theft

• Clients are responsible for securing valuables (cash, jewelry, heirlooms, etc.).
• Any damage caused by our team must be reported within 72 hours for evaluation and resolution.
• Crsytal Clear Cleans is not responsible for items improperly secured (e.g., wall hangings without proper anchors).
• Theft allegations must be reported immediately and followed through with formal charges if applicable.

16. Home Environment

• Excess clutter may limit the areas cleaned.
• We do not clean bodily fluids, litter boxes, insect infestations, or handle pet/childcare tasks.
• Cleaners will not climb higher than a step stool, move heavy furniture, or lift items over 20 lbs.

17. Quality Control

Home inspections and client feedback calls may occur to maintain high service standards. Quality issues must be reported within 24 hours to qualify for a free re-clean.

18. SMS Notifications

By using our services, you consent to receive SMS communications regarding bookings and service updates. You may opt out of marketing messages by replying “STOP,” but operational messages are essential and require active service participation. Standard message and data rates may apply.

19. Photography for Quality Assurance

Crsytal Clear Cleans may take before-and-after photos for internal quality control, training, and promotional purposes. No photos will be publicly shared without explicit written consent. Clients may opt out of photography by notifying our office in writing prior to the service.

20. Damages Limitation

In case of property damage, reimbursement is limited to the total booking subtotal amount unless intentional or willful damage occurs.

21. Additional Services and Special Requests

Requests for extra services (e.g., garage, refrigerator, after-construction cleaning) must be made at booking to allow proper scheduling.

22. Non-Solicitation Agreement

Clients agree not to hire current or former Crsytal Clear Cleans cleaners independently for a period of two years following their employment. Hiring a cleaner directly will incur a $2,500 placement fee, payable immediately.

23. Tips

Tips are appreciated but not required. A typical tip is 10–15% of the total cleaning fee. Tips should be left as cash directly for the team.

24. Access and Keys

Clients are responsible for ensuring that their homes are accessible on the scheduled service date.

25. Office Hours

Monday–Friday: 8:00 AM – 8:00 PM
Saturday: 8:00 AM – 6:00 PM
Sunday: 8:00 AM – 5:00 PM

26. Acceptance

By visiting our website, booking, or communicating with Crsytal Clear Cleans Inc., you acknowledge and accept these Terms & Conditions.

27. Other Applicable Terms

By using Crsytal Clear Cleans, you agree to our Privacy and Cookie Policy, which explains how we handle your personal data and the use of cookies and similar technologies. You confirm that the data you provide is accurate. Full details are available in the footer of this page.

28. User Responsibility and Account Security

You are responsible for maintaining the confidentiality and security of your username and password. We provide you access to the site and app to manage your services with your Service Provider. We reserve the right to revoke your access to these services at any time and for any reason. You are accountable for all actions performed under your username and password, whether done mistakenly or fraudulently.

29. User Obligations and Property Conditions

The user is responsible for providing a safe working environment and ensuring that the property is equipped with functional electricity and running hot water. If a service cannot be completed due to a lack of utilities, it will be treated as a late cancellation subject to the fees outlined in Section 11. Furthermore, a suitable parking location must be provided for the Service Provider. If no parking is available and the service cannot be performed, or if the Service Provider must pay for parking (meters or lots), these costs will be billed to the user. If the Service Provider is unable to attend the scheduled clean for any reason, Crsytal Clear Cleans will contact the user to arrange a priority reschedule.

30. Cleaner Replacement Requests

Both the client and Crsytal Clear Cleans have the flexibility to request a replacement cleaner for recurring clients only, provided there is a valid service-related reason for the change. We strive to find the best match for your home maintenance needs. For one-time cleaning clients, any request to change the assigned cleaner before the service is performed will be treated as a reschedule. Such requests must adhere to the notice periods outlined in Section 11.4; otherwise, they will be subject to the standard rescheduling fees.