Terms of Service
Terms and Conditions of Service
By booking online with Centennial Home Cleaning, you agree to comply with and be bound by the following terms & conditions of service.
Booking, Confirmation and Appointment Details
Service Request: When you request our services, you are agreeing to the terms and conditions specified herein.
Confirmation: Booking a service does not guarantee an immediate spot. You will receive confirmation via email or phone call/text to confirm your appointment once finalized in our system.
Appointment Arrival Window: Cleaning appointment arrivals are scheduled for a certain time, however specific times are not guaranteed due to the nature of this business.
For appointments with a 2-4 PM arrival window, we will make every effort to update you with a clearer arrival time as the day progresses. However, due to the nature of our business, including variables such as unforeseen delays or the need to ensure quality in previous appointments, we may arrive closer to the end of the arrival window (i.e., around 4 PM). Please understand that this is not a reflection of any lack of care but rather a commitment to delivering exceptional service to all of our clients.
If a delay beyond 4 PM (or beyond any other start times) becomes unavoidable, we will notify you as soon as possible to minimize inconvenience. Your understanding and flexibility are greatly appreciated.
While we strive to adhere to the schedule, slight delays might occur due to unforeseen circumstances. We will always reach out by phone or text if we are running behind schedule.
Right to Refuse Service: We reserve the right to deny or terminate service in the event of inappropriate conduct, inaccessible or disconnected necessary utilities (electricity, running water), safety concerns, excessively cluttered or unsanitary beyond reasonable conditions, dangerous appurtenances present (weapons, live wires). Our cleaners may refuse service on the spot, and a cancellation fee will apply
Safety and Service Limitations: In order to ensure safe working conditions and appropriate boundaries for our cleaners:
- Mold Remediation
We do not clean or treat mold. If mold is suspected or visible, especially black or widespread mold, we recommend contacting a certified mold remediation specialist. - Biohazardous Waste
This includes blood, bodily fluids, feces, pet waste, or any materials that require hazmat-level cleaning. - Pest Infestations
We do not clean areas with active infestations (roaches, bed bugs, mice, etc.). Please contact a licensed pest control company before scheduling a cleaning. - Exterior Windows (Upper Floors)
For safety reasons, we only clean ground-level exterior windows unless specifically arranged and safely accessible. - Heavily Cluttered or Hoarder Environments
While we offer heavy-duty and super heavy-duty services, extreme hoarding cases may require a specialized cleanup team. - Fireplace Cleaning & Ash Removal
We do not remove soot or ashes from fireplaces due to the mess and risk of damage. - Ceilings or High Walls Over 2-Step Ladder Reach
Our teams do not use tall ladders or scaffolding. - Garage Deep Cleanouts
Light surface cleaning is okay, but full-scale garage organizing, oil removal, or disposal of heavy debris is not included. - Carpet Shampooing Without Prior Approval
Only when pre-arranged with the appropriate equipment and pricing (since you’ve mentioned providing carpet machines to contractors). - Hazardous or Unknown Substances
We will not attempt to clean any area with substances suspected to be hazardous (e.g., strong chemicals, unknown powders, etc.).
If any of these conditions are found at the property upon arrival, we reserve the right to decline service and apply a cancellation fee.
Rescheduling and Cancellation Policy
Notice Period: A minimum of 24 hours' notice is required for cancellations or rescheduling to avoid a fee.
Fees: Cancellations made within 24 hours of the scheduled appointment are subject to a cancellation fee of $50, and re-scheduled appointments a fee of $25.
Payment and Pricing
Payment Timing and Methods: Payments must be made on the day of cleaning, at the conclusion of the service. Accepted methods of payment are only credit card or debit card.
Service Fees: While we provide instant prices based on our experience and information provided on the client booking form, prices may be adjusted based on the actual condition of the home. If the condition deviates significantly from what is represented on the booking form, we will contact you to discuss the adjustments. We reserve the right to re-evaluate service fees at any time; If we are unable to establish contact within 60 minutes of the scheduled start of the appointment window, the cancellation ($50) or rescheduling ($25) fee will be charged.
Refunds and Touch-ups: If you are dissatisfied with our service, please contact us within 48 hours of the job completion. We will address your concerns promptly, and come up with a solution via partial refund or re-clean/touchup, to reach a solution to the satisfaction of both parties.
Rate Increases: Client rates may be adjusted based on changes in service frequency, home situation, or other factors. An annual increase of no more than 5% may be applied to recurring clients’ regular service.
Customer Responsibilities
Access: Clients must ensure the cleaning team has access to the property at the scheduled time, with provision of keys/instructions to enter the home. If locked out, every effort will be made to contact you. Failure to grant access within 60 minutes of the scheduled appointment arrival time will result in a $50 late cancellation fee.
If your home has a security system, kindly provide the necessary codes and instructions for use during the cleaning.
Cleaning Preparation: We request that you pick up clutter and do some light tidying to allow our cleaners easy access to the areas/surfaces to be cleaned (floors, countertops, tables, shelves). If you prefer our cleaners to handle these tasks, please notify the office in advance for a fee adjustment.
Cleaning Supplies: We provide the necessary cleaning equipment and products to complete the scope of work as described in our services. If you prefer specific products, kindly inform us in advance, and have them ready and available when our cleaners arrive.
Pets: While we work around pets, clients are responsible for their pets' behavior. Aggressive pets may result in service refusal.
Breakage/Damage & Loss Policy: While rare, breakage or damage may occur. We carry insurance for damage or breakage caused by our cleaners.
Please report any damage or breakage noticed within 24 hours after the completion of our cleaning service. We cannot be held responsible for any claims made after this period.
We are not liable for damage or breakage of items that are inherently fragile, valuable, irreplaceable, or improperly secured. Such items include, but are not limited to, cash, jewelry, art, antiques, and improperly installed fixtures.
We are not responsible for any damage resulting from pre-existing wear and tear, improper installation, or poor craftsmanship.
Holidays: The following holidays will be observed - we will not schedule cleans on these days. If your recurring visits happen to fall on these days, we will work with you to pick a suitable alternate time.
- New Year's Day - January 1
- Easter Sunday - Date varies (Monday after Easter Sunday)
- Labour Day - The first Monday in September
- Thanksgiving Day - The fourth Thursday in November
- Christmas Eve - December 24
- Christmas Day - December 25
Governing Law
These terms and conditions are governed by the laws of the province of Las Vegas, Nevada, without regard to conflict of law principles.
By booking our services, you acknowledge that you have read, understood, and agree to abide by these Terms and Conditions of Service.
We continually strive to improve our services. If you have suggestions, please let us know. Pure Cleaning Victoria reserves the right to update or modify these terms at any time without prior notice.
For any questions or concerns regarding these terms, please contact us at:
Centennial Home Cleaning
Email: info@centennialhomecleaning.com