Service Agreement

This Agreement (“Agreement”) governs all cleaning services provided by Maids in Pink Ltd. (“we,” “our,” or “us”) to you, the customer (“you” or “Client”). By booking or using our services, you acknowledge and accept the terms outlined below, along with any pricing, scope, and scheduling information provided in your confirmation email (“Confirmation”).

1. Access to Your Home

Your home must be accessible at the scheduled time. If our team cannot gain access within 15 minutes of arrival, a lockout fee of up to $90 will apply.

2. Arrival Window

Cleaning is performed between 8:00 AM and 8:00 PM. A two-hour arrival window is provided as a courtesy, but exact arrival times cannot be guaranteed due to traffic or schedule changes.

3. Cancellations, Rescheduling & Deposits

Deposits

A $90 deposit is required upon booking for first-time, deep, or move-related cleans. It is non-refundable if cancelled.

Cancellation Agreement

By booking a service with us, you acknowledge and agree that the $90 deposit is non-refundable. This deposit secures your appointment and allows us to schedule our team and resources in advance.
In the event of a cancellation at any time, the deposit will be forfeited and will not be applied to any future service. This policy is in place to cover the administrative and scheduling costs associated with holding your booking.
Rescheduling must be done at least 3 days before the scheduled cleaning date. Only one (1) reschedule will be allowed per booking.
If a second reschedule is requested, the $90 deposit will be forfeited, and a new deposit will be required to confirm the new appointment.

4. Safety of Our Staff

For health and safety reasons:

Cleaners will not move items over 35 lbs, stand on furniture, or use tall ladders.
We do not clean hazardous areas (e.g. mold, bodily fluids, drug paraphernalia, rodent feces).
Unsafe conditions (e.g. aggressive pets, firearms, intoxication) will result in immediate exit and full service charges will apply.

5. Breakage & Damages

Damage Credit Policy

We are always careful, but accidents can happen. In the event of incidental damage, we may offer a credit of up to $500 toward future services. Any damages exceeding this amount must be addressed through your home insurance, unless caused by proven negligence on our part. If damage occurs due to unsafe customer requests (e.g., cleaning high, unstable, or fragile items), we will not be held responsible.
To help prevent accidents:

All fragile or breakable items (e.g., glass decor, artwork, collectibles) must be secured or removed before the cleaning appointment.
If there are any items you prefer we do not touch or clean, please notify the office in advance so we can make the necessary arrangements.

Not Covered Under Damage Credit

Unsecured items (e.g., artwork hung with thumbtacks)
Pre-existing damage
Items cleaned with your provided products
Unsealed stone, unstable or improperly mounted fixtures
Fragile décor or high/restricted areas that cleaners are requested to clean against our recommendation

If you have any items you do not want cleaned or handled, please contact our office before your appointment and we’ll be sure to avoid them. Damage must be reported within 48 hours. Photos or proof of value may be requested.

6. Payment

We accept credit card payments only.

A $90 deposit will be charged to your credit card upon booking confirmation. The remaining balance will be charged to the same card after the cleaning is completed.
Late payments are subject to a 2% monthly finance charge. A $25 fee applies to declined or failed transactions.

7. Supplies

Maids in Pink Ltd. provides all cleaning products and equipment necessary to complete our services. If you prefer that we use your own cleaning products or equipment, you may request this in advance.

8. Non-Solicitation

Please do not hire Maids in Pink Ltd. staff privately. Doing so incurs a $3,000 referral fee, payable within 30 days. We reserve the right to pursue collection.

9. Pets

We love animals, but for safety:

Secure pets that may be aggressive or escape.
We do not clean pet accidents or litter boxes.
We are not liable for pets who exit during entry/exit.

10. Clutter & Prep

Please tidy and declutter so our team can clean effectively. Rooms that are inaccessible or excessively cluttered may be skipped, and no refund will be issued for those areas.

11. Time-Limited Services

If a service is capped at a set duration and additional time is declined, our 100% satisfaction guarantee may not apply due to time limitations.

12. Satisfaction Guarantee

We require a walkthrough with the client before our cleaners leave the property. If you are not satisfied with any part of the service, please let us know during this walkthrough so we can address and correct the issue immediately. Please note:

Refunds are not provided for completed services.
No walkthrough, no refund, or return visit will be offered.

13. Photo Documentation

Our team may take photos of areas or items for internal documentation purposes (e.g., damage, before-and-after). Personal items will never be shared externally without your explicit permission.

14. Business Hours

We are available to assist you during the following hours:

Monday to Friday: 7:00 AM – 8:00 PM
Saturday and Sunday: 8:00 AM – 8:00 PM
We are also open on holidays to serve you better.

15. Rescheduling

Inclement weather, holidays, or safety concerns may require rescheduling. We appreciate your flexibility.

16. Home Temperature

If temperatures are extreme (too hot/cold), our team may open windows or doors temporarily. Unsafe conditions may require us to pause or cancel the appointment.

17. Tipping

Gratuity is appreciated but optional. Typical tips range from 5% to 15%, and can be added via your emailed invoice or through the office.

18. Rate Increases

We may update rates from time to time. You’ll receive advance notice if any changes affect your future services.

19. Limitations of Liability

To the maximum extent allowed by law:

Maids in Pink Ltd. is not liable for indirect, incidental, or consequential damages.
Our total liability is capped at 5x the cost of the service.
We are not responsible for damage caused by faulty surfaces, unsecured décor, or improper installations.

20. Governing Law

This Agreement is governed by the laws of the Province of Alberta. Any unenforceable provisions do not affect the remainder of this Agreement.

By booking a service with Maids in Pink Ltd., you acknowledge and agree to all the above terms.