Terms & Conditions Home Cleaning in Southeastern Manitoba

By booking a service via phone, email, online or any other method, you agree to the following:

CLEANING VISIT

● Booking & Entry: A booking confirmation email will be sent, please respond to the email promptly as it collects important information we need prior to your cleaning visit. We require a code or instructions for entry, we will not retain keys. If we cannot gain access to your home, for any reason, a 100% Lockout Fee applies.

● Arrival Time: We cannot guarantee the exact time of arrival. We will arrive within a 1 hour window before or after the scheduled time sent in the text message reminder. Visit reminders sent via email (48 hrs) and text (24 hrs) prior.

● Cleaning Supplies: We provide the cleaning supplies We will not use client products unless they have received pre-approval from our Luxe HQ. Luxe Cleaning Co. is not liable for any damage that may be caused by client-supplied supplies or products that aren’t pre-approved by Luxe HQ. If any specific cleaning products or methods are required for any item (inc. but not limited to, furniture, counters, appliances, floors) you must inform us prior to your visit. Without this information, the client assumes liability for any damages incurred.

● Cleaning Equipment: Our team will use your vacuum, broom, and mop — please ensure these items are well-maintained and in proper working condition.

● Additional Time: The quoted price is based on estimated labour hours to complete your task list. Because homes are quoted sight unseen, the service may take more or less time than estimated. If additional time is needed, we’ll call you for approval. If we can’t reach you, we’ll proceed to complete the tasks and bill at $69/hr. If you decline the extra time, the team will leave at the scheduled time.

● Rescheduling: We ask that you contact us promptly if you need to change the date or frequency of your cleaning visit. We require a minimum of 24 hours notice to avoid any fees. If we need to reschedule your visit due to any unforeseen circumstance, we’ll contact you by 9:30 AM. This is subject to availability and does not qualify for a discount or reimbursement.

● Weather: If highway travel is deemed unsafe by Transport Canada, we will reschedule your visit based on availability and will notify you by 10:00 AM. If poor weather or school closures leave you unexpectedly home, we’ll work around you. Cancellations with less than 24 hours’ notice incur a 50% Late Cancellation Fee. Same-day cancellations are subject to a 100% Lockout Fee, regardless of reason.

TEAM & SAFETY

● Assigned Team: While we aim to send the same team each visit, changes may occur due to time off or illness etc. Our team of cleaners are trained to the same high standard, so quality will remain consistent. We do not notify clients of team changes.

● Tipping: Tipping is optional but appreciated. For cash tips, please label clearly, so the team knows it’s for them. You can tip via the invoice link or set up automated tips by calling our office. 100% of tips are dispersed to the members on the team who completed your visit.

● Communication: All communication must go to the Luxe HQ to ensure seamless operations & to protect privacy. Direct contact with your cleaning team outside of the visit is not permitted.

● Healthy & Safety: Teams will not move heavy items unless easily lifted with two hands. At our deep cleans we only clean what’s reachable using a two-step ladder or duster. Areas behind or under appliances are only cleaned if moved in advance by the client. We have the right to refuse cleaning of animal or human waste, bodily fluids, or hazardous items. If for any reason a cleaner feels unsafe, they may leave immediately and we’ll determine if service will resume.

● Pets & Pests: We love your furry friends, although we ask you to have them contained during your visit. If for any reason our team feels unsafe, we may leave and apply a 100% Lockout Fee. We will not service homes with rodents or infestations— if found, the team will leave and a 100% Lockout Fee will apply. A disinfection fee may also be charged if necessary.

PRICING & PAYMENT

● Rates: The service is priced based on location, frequency, and home details. Additional requests must be approved with Luxe HQ prior to your visit. Teams follow the work order only – added time billed at $69/hr. Rates are reviewed annually and may change with notice.

● Working Hours: Time is calculated in labour hours; one labour hour equals one person working for one hour. Ex: two cleaners working for one hour equals 2 labour hours. On occasion, we may send a supervisor or trainee to your home, at no additional cost to you.

● Payment: We accept automated credit card payments only. The card on file will be automatically charged on the day of service completion.

Required Credit Card on File: All clients must provide a valid credit card at the time of booking. If payment fails, we reserve the right to retry the card on file. Failure to provide a valid credit card on file will result in a pause or refusal of service.
Declined & Late Payments: A $50 NSF fee applies to declined payments not resolved within 30 days. Accounts unpaid after 30 days enter collections and incur a $50 fee every 30 days. Discounts do not apply to overdue accounts.
Collections: Accounts unpaid after 90 days will be forwarded to an external Collections Agency and may impact your credit score.

● Annual Rate Review: Prices may be adjusted due increase to wages, fuel, supply costs.

DAMAGE

● Damage: If any damage occurs during your visit, our team will report it immediately and we’ll contact you promptly. If you notice damage that wasn’t reported, you must notify us within 48 hours by email with: (1) a description of the item, (2) its fair market value, and (3) photos of the damage. Reports received after 48 hours are not eligible for claims. Reimbursement or replacement is subject to Luxe Cleaning Co.’s discretion regarding liability and amount.

QUALITY & SATISFACTION GUARANTEE

● Quality Check: We perform frequent quality inspections to maintain the high standards of our cleaning teams. A supervisor may visit during or after your visit to review the work.

● Satisfaction Guarantee: We take pride in delivering consistent, high-quality service, backed by our 100% Satisfaction Guarantee. If you’re not satisfied with your clean, you must notify us by phone or email within 24 hours, with supporting photos. This allows us to return and correct any missed or poorly done work. Fix-up visits are scheduled based on availability within 5 business days of your visit. If we are unable to return in that timeframe, a discretionary credit for services may be offered. If you choose to decline the fix-up clean offered, no refunds or alternative discounts will be provided.

● PLEASE NOTE: Refunds are never provided for services, regardless of circumstances.

CANCELLATION & FEES

To remain fair to our team and other clients, the following fees apply regardless of circumstance:

● Late Cancellation: Cancellations with less than 24 hours’ notice will be charged 50% of the visit total (before any discounts). Cancellations given on the same day as the scheduled visit are considered a Lockout and charged 100% of the original rate.

● Lockouts & Same-Day Cancellations: If our team cannot access your home or is turned away upon arrival a Lockout Fee will be charged at 100% of the scheduled rate.

● Termination & Refusal of Service: Either party may end services with 24 hours’ notice to avoid fees. Luxe Cleaning Co. reserves the right to refuse any job at its discretion.

● Deposit: A deposit is required for all bookings and will be applied to your initial visit. If cancellation fees apply, the deposit will be used toward those fees.

PROMOS & LEGAL

● Gift Cards/Specials: Gift certificates are valid for one visit only and cannot be split (ex: 6-hour card = one 6-hour visit, not 2 x 3-hour visits). All sales are final and non-refundable. The card number must be provided before the cleaning visit.

● Referrals: $50 credit for referring a new recurring client. Automatically placed on client file.

● Holidays: Closed on Manitoba stat holidays. Visits rescheduled accordingly.

● Photos: We may use before/after pics for marketing (ex: sink only). Opt out by request.

● We cannot guarantee the removal of the following: mold/mildew, hard water buildup, grout deep cleaning, smoke damage, laundry, surface refinishing, heavy organizing, or restoration

● Non-Solicitation: Clients may not solicit employment from Luxe Cleaning Co. staff during or for 12 months after service. Violations will incur a $950 Recruitment & Training fee.