Terms of Service

Section 1 – Introduction & Consent to Terms

Welcome to Fresh Step Cleaning (referred to in these Terms as "Fresh Step Cleaning," "we," "us," or "our"). These Terms of Service (our "Terms") set out the terms and obligations between us, the company providing the Services, and you, our client (referred to collectively as the "Parties").

Thank you for choosing Fresh Step Cleaning for your residential or commercial cleaning needs.

All terms and obligations contained in these Terms are legally binding. Your use of our cleaning services — including general cleaning, deep cleaning, move-in/move-out cleaning, Airbnb turnover cleaning, and commercial cleaning (our "Services") — constitutes your acceptance of all of the terms contained here.

These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable in British Columbia. Nothing in these Terms is intended to remove or limit any right you have under the Business Practices and Consumer Protection Act (British Columbia) or other applicable consumer protection law. Where any term in this document conflicts with a right you have under applicable law, that law prevails.

Section 2 – Exploring Our Services & Initial Quote

If you think Fresh Step Cleaning might be a good fit for your needs, please contact us for a quote.

All quotes we provide are estimates only and are based on the information you give us and the estimated scope of work. We work hard to give you the most accurate quote possible, but sometimes a job turns out to be significantly larger or more involved than was described to us, or a circumstance outside our control causes the scope to change.

If the scope of work changes such that the price needs to increase, we will notify you in writing of the change before any additional charge is applied, and you must accept the revised price before we proceed. Any approved increase will be invoiced to you on completion of the work.

Section 3 – Performance of Services

Fresh Step Cleaning agrees to perform the Services described in your quote. If a service you need is not listed on your quote, it is your responsibility to tell us so it can be added. Our price is based only on the Services listed in your quote.

The Services are arranged and provided by Fresh Step Cleaning. We coordinate trained, vetted cleaning professionals to carry out the work on our behalf. When you book Fresh Step Cleaning, you are engaging Fresh Step Cleaning — your contract is with us, not with any individual cleaner.

All arrival and completion times we give are estimates only. We do our best to arrive on time, but we cannot guarantee an exact arrival or finish time. Traffic, prior jobs running long, or other issues can occasionally cause us to be delayed or to need to reschedule. If something comes up, we will contact you as soon as we reasonably can.

We reserve the right to change which cleaner or cleaners are assigned to your job. A change in personnel does not entitle you to a price reduction, a pause, or a cancellation. If you request a specific cleaner, we will try to accommodate you but cannot guarantee their availability.

You agree to give Fresh Step Cleaning safe and reasonable access to the property where the Services will be performed. If we are unable to perform the Services because we could not access the property, the resulting cost is your responsibility (see Section 8 regarding cancellations and lockouts).

We recommend — but do not require — that you inspect the work before our cleaner leaves so you can point out anything you'd like adjusted. If you are not present when the Services are completed, the Services will be deemed completed and accepted by you when our cleaner leaves the property, subject to Our Satisfaction Guarantee in Section 8.

At all times, Fresh Step Cleaning will perform the Services in accordance with all applicable laws, rules, and regulations.

Section 4 – Terms of Purchase

Quotes are provided free of charge and expire 30 days after they are issued.

We offer the following ways to purchase our Services:

• Flat-Rate Services. Most of our Services are offered on a flat-rate basis for the work described in your quote. The flat rate depends on the size and condition of the space (bedrooms, bathrooms, square footage), the type of clean, and other factors. The flat rate is subject to change only if the scope of work changes, and only with your written approval as described in Section 2.
• Hourly Services. Where agreed, certain Services may be provided on an hourly basis at the rate stated in your quote. Hourly work is billed in 15-minute increments and performed at your direction.
• Recurring Cleaning Services. We offer weekly, biweekly, and monthly recurring cleaning plans (a "Recurring Cleaning Plan"). The inclusions and price of a Recurring Cleaning Plan depend on your home, your selected frequency, and your customizations. A Recurring Cleaning Plan continues automatically on the schedule you select until you cancel it in accordance with these Terms. Each visit under a Recurring Cleaning Plan is subject to Section 8 (Cancellation, Refunds & Satisfaction Guarantee).

Section 5 – Deposits

For most standard residential bookings, no deposit is required. However, Fresh Step Cleaning reserves the right to require a deposit (a "Deposit") to reserve a date or timeframe, in an amount we determine based on the scope, size, and timing of the work — for example, for large jobs, move-in/move-out cleans, or short-notice bookings.

Where a Deposit is required, the date is not reserved until the Deposit is paid. A Deposit is applied toward the total balance owed for the job. Subject to Section 8 (Cancellation), a Deposit is non-refundable. No interest accrues on a Deposit.

Section 6 – Payment, Billing & Other

All prices for the Services are in Canadian Dollars (CAD) and are exclusive of applicable taxes (including GST/PST), which will be added to your invoice.

• Payment authorization and timing. To confirm a booking, you authorize Fresh Step Cleaning to charge your payment method for the Services. Unless otherwise agreed in writing, payment is due in full upon completion of the Services, and you authorize us to charge the full amount to your payment method at that time. For commercial accounts, we may agree in writing to invoice you instead, with payment due as stated on the invoice.
• We accept e-Transfer, credit card, and debit card. Other arrangements may be available for commercial accounts.
• Recurring Cleaning Plans. If you enrol in a Recurring Cleaning Plan, you authorize Fresh Step Cleaning (and our third-party payment processor) to keep your payment method on file and to automatically charge it after each completed visit, including applicable taxes, for as long as your plan continues. Your Recurring Cleaning Plan continues until you cancel it in accordance with Section 8, or until we suspend or end it.
• Accurate payment information. When you provide payment information, you confirm that the information is accurate, that you are authorized to use that payment method, and that you will keep it current. We may use third-party card-updating services to obtain updated card details. Failure to maintain a valid payment method does not cancel a Recurring Cleaning Plan — your plan continues until cancelled under these Terms.
• Failed payments. If a payment is declined, you remain responsible for the full amount owed, plus a $50.00 administrative fee to cover our reasonable costs of contacting you and re-processing payment. This fee is a genuine pre-estimate of those administrative costs and is not a penalty.
• Late payments. Invoices are due on the date stated on the invoice. Any amount not paid when due will accrue interest at 2% per month (24% per year) until paid in full. If an invoice remains unpaid 30 days past its due date, we may refer the account to a collection agency. If we do, you are responsible for the reasonable costs of collection permitted by law.
• Changes to pricing. We may change our prices or the contents of a Recurring Cleaning Plan. If we change the price or charges that apply to your Recurring Cleaning Plan, we will give you at least 30 days' written notice before the change takes effect, and you may cancel before then if you do not accept the change.
• Chargebacks. If you believe a charge is incorrect, please contact us first — most issues are resolved quickly and directly. You agree not to dispute or "charge back" a charge for Services that were properly performed and accepted. If you initiate a chargeback for a valid charge, you remain responsible for the full amount owed plus our reasonable administrative costs of responding to the dispute. Nothing in this paragraph limits your legitimate rights to dispute a genuinely unauthorized or incorrect charge.

Section 7 – Our Service Commitment

Fresh Step Cleaning commits that:

• The Services will be performed in a professional manner, consistent with or exceeding industry standards; and
• Fresh Step Cleaning maintains commercial general liability insurance appropriate to the Services we provide.

If you would like confirmation of our current insurance coverage, contact us and we will be happy to provide details.

Section 8 – Cancellation, Refunds & Our Satisfaction Guarantee

• Cancellations and rescheduling. To cancel or reschedule a booking, you must notify us at least 48 hours before your scheduled start time.
• If you cancel or reschedule with less than 48 hours' notice, or if a cleaner has already been dispatched and is en route to your property, you agree to pay a cancellation fee equal to 50% of the quoted price for that visit, which is non-refundable. This fee is a genuine pre-estimate of the cost to us of the lost booking slot, dispatched labour, and scheduling disruption, and is not a penalty. Where a Deposit has been paid, the cancellation fee may be applied against it.
• Lockouts. If our cleaner arrives at the scheduled time and cannot access the property, or cannot safely perform the Services for reasons within your control, this is treated as a cancellation with less than 48 hours' notice and the 50% fee applies.
• Cancelling a Recurring Cleaning Plan. You may cancel a Recurring Cleaning Plan at any time by emailing us at Hamiz@freshstepcleaning.ca. Cancellation takes effect for visits scheduled more than 48 hours after we receive your notice; the 48-hour cancellation rule above applies to any visit already within that window.
• Refunds. Because cleaning is a service performed in your space, we generally do not provide cash refunds. Instead, our remedy for a job that did not meet our standard is Our Satisfaction Guarantee below, which gives us the opportunity to make it right. Nothing in this section removes any refund or remedy you are entitled to under applicable consumer protection law in British Columbia.
• Our Satisfaction Guarantee. We stand behind our work. If a job was not completed to your satisfaction, contact us in writing within 48 hours of the completion of the Services and describe the issue. We will return to re-clean the affected areas at no additional charge, and you agree to give us a reasonable opportunity to do so within a reasonable time (normally within 72 hours, scheduling permitting). Our Satisfaction Guarantee covers re-performing the work; it does not entitle you to a cash refund. If you do not report dissatisfaction within 48 hours and allow us to re-clean, Our Satisfaction Guarantee no longer applies to that visit.

Section 9 – Workplace Safety & Service Limitations

The safety of our cleaning professionals is a top priority. For their protection, we do not perform the following:

• Cleaning beyond what can be safely reached from a standard three-step ladder;
• Cleaning of biohazardous substances (including bodily fluids, sewage, or similar);
• Cleaning of areas infested with insects, rodents, or other pests;
• Cleaning of areas with visible mould or other hazardous substances; or
• Any other task that could reasonably jeopardize the health, wellness, or safety of our cleaning professionals.

If, on arrival, our cleaner identifies any of the above conditions, we may decline to perform that portion of the work, or the visit entirely, and the cancellation provisions in Section 8 may apply.

Undisclosed pest infestation. If a pest or insect infestation (including but not limited to bed bugs, cockroaches, fleas, or rodents) is present and was not disclosed to us before our arrival, we reserve the right to decline service on arrival. Because an undisclosed infestation creates a health, safety, and contamination risk to our staff and other clients, a visit declined for this reason is treated as a cancellation with less than 48 hours' notice and the 50% fee in Section 8 applies.

Section 10 – Limitations on Our Engagement

We hold ourselves to a high standard, but there are limits to what we can be responsible for:

• Pets. It is your responsibility to ensure your pets are safely secured and cared for during the visit. Except in cases of our gross negligence, we do not accept liability for the health or safety of your pets. For example, if a pet ingests a cleaning product while we are working, this is not something we can accept liability for.
• Personal property. It is your responsibility to remove or clearly identify valuables, irreplaceable items, and any surfaces or items that require special handling or cannot be cleaned with standard cleaning products. Except in cases of our negligence, we do not accept liability for damage that results from cleaning an item or surface we were not told required special care. For example, if a table has a specialized finish we were not told about and it reacts poorly to a standard cleaning product, this is not something we can accept liability for.
• Fixtures and décor. It is your responsibility to ensure that fixtures, blinds, shelving, and other décor are in sound working condition. Except in cases of our negligence, we do not accept liability for pre-existing damage or for items that fail during ordinary, careful cleaning because they were already loose, worn, or improperly installed.

Nothing in this Section limits liability for damage caused by our negligence, or any liability that cannot be excluded under applicable law.

Section 11 – Reviews & Cure Period

If you are happy with our Services, we would genuinely appreciate an honest review on the platform of your choice — reviews are how we grow.

If you are not happy, we ask one thing: tell us first. Before posting a negative public review, please contact us and give us a reasonable opportunity (normally 72 hours) to make the issue right under Our Satisfaction Guarantee. We believe most problems can be solved quickly when we know about them.

You are always free to leave a truthful review of your honest experience, and nothing in these Terms prevents or penalizes you for doing so. We only ask that any review you post be truthful and accurate. If a review contains statements that are false and damaging, we reserve our right to pursue any remedies available to us under applicable law for the actual harm caused.

Section 12 – No Solicitation of Our Cleaners

A significant amount of our time and cost goes into finding, vetting, training, and coordinating our cleaning professionals. For that reason, while you are a client and for 12 months after your last Service, you agree not to directly or indirectly solicit, hire, or engage any cleaning professional introduced to you through Fresh Step Cleaning to perform cleaning work outside of Fresh Step Cleaning.

If you wish to arrange additional cleaning work, please book it through us — we are happy to help.

If you breach this Section, you agree to pay Fresh Step Cleaning $1,000.00 per occurrence as a genuine pre-estimate of the recruitment, training, and lost-revenue costs we incur, which would otherwise be difficult to calculate. This is not a penalty. This does not limit any other remedy available to us.

Section 13 – Photographs for Promotional Purposes

By using our Services, you permit Fresh Step Cleaning to take "before" and "after" photographs of the work performed and to use them for marketing, advertising, and promotional purposes, including on our website and social media.

We will not photograph identifiable people, identifiable personal documents, or anything that reveals your address or identity without your separate consent. You are not entitled to any payment for this use. If you would prefer we do not photograph your space, simply tell us — in writing or before the visit — and we will not.

Section 14 – Intellectual Property

The content of our website — including text, graphics, our name, logo, and slogans — is owned by or licensed to Fresh Step Cleaning and is protected by applicable copyright and trademark law. You may not reproduce, distribute, display, sell, or use our content or marks for commercial purposes without our prior written consent. All rights not expressly granted are reserved.

Section 15 – Disclaimer

We work hard to provide excellent Services, but you acknowledge that no cleaning service is perfect.

To the extent permitted by applicable law, and except as expressly stated in these Terms, the Services are provided "as is" and Fresh Step Cleaning excludes all other representations and warranties, whether express or implied. This does not exclude or limit any warranty, condition, or right that cannot be excluded or limited under the Business Practices and Consumer Protection Act (British Columbia), the Sale of Goods Act, or other applicable law.

If you are unhappy with the Services, please contact us and we will do our best to resolve the issue under Our Satisfaction Guarantee.

Section 16 – Limitation of Liability

Fresh Step Cleaning is not liable for delay or failure to perform caused by events beyond our reasonable control.

To the maximum extent permitted by applicable law, Fresh Step Cleaning is not liable to you for indirect, incidental, special, or consequential damages, including lost profits, even if advised of the possibility of such damages. To the maximum extent permitted by applicable law, our total liability to you for all claims arising out of or relating to the Services or these Terms will not exceed the total amount you paid us for the Services giving rise to the claim.

Nothing in this Section limits liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited or excluded under applicable law.

Any claim arising out of or relating to the Services or these Terms must be commenced within the time limits set by the Limitation Act (British Columbia).

Section 17 – Indemnification

To the extent permitted by law, each Party will indemnify and hold harmless the other Party and its owners, managers, employees, and agents from losses, damages, liabilities, reasonable legal fees, and costs arising from (a) that Party's breach of these Terms, or (b) that Party's violation of applicable law, except to the extent the loss was caused by the indemnified Party's own negligence or misconduct.

Section 18 – Dispute Resolution

If a dispute arises, we ask that you contact us first so we can try to resolve it directly — most issues are settled quickly this way.

If a dispute cannot be resolved directly, it will be resolved by the courts of the Province of British Columbia, and you and Fresh Step Cleaning agree to the jurisdiction of those courts. The British Columbia Civil Resolution Tribunal or the Provincial Court of British Columbia (Small Claims) may handle claims within their jurisdiction.

To the extent permitted by applicable law, you and Fresh Step Cleaning agree that disputes will be resolved on an individual basis and not as a class or representative proceeding.

Section 19 – General Provisions

• Entire Agreement. These Terms, together with your quote, contain the entire agreement between you and Fresh Step Cleaning regarding the Services.
• Waiver. Our failure to enforce any provision of these Terms is not a waiver of our right to enforce it later.
• Assignment. You may not assign or transfer your rights or obligations under these Terms without our prior written consent.
• Relationship. Nothing in these Terms creates an employment, agency, franchise, joint venture, or partnership relationship between you and Fresh Step Cleaning.
• Governing Law. These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable there.
• Severability. If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in full force and effect.
• Changes to These Terms. We may update these Terms from time to time. The version in effect at the time you book a Service applies to that booking.