Terms of Service

1.Quotes and estimates

• A quote from this site is an estimate given as a range, because we have not seen the property. It includes HST and travel to your area.
• Quotes are valid for 30 days from the day we send them.
• The estimate is calculated from what you tell us. If the property turns out to be materially different from your description, we will tell you before we start work — never after — and you can decide whether to go ahead.
• For addresses at the outer edge of our service area, we confirm scheduling and the final figure with you personally before booking.

2.Booking and payment

• When you book, you pay the quoted estimate through Stripe's secure checkout. We also save your card so a later adjustment, or a late-cancellation fee, can be billed if it applies.
• If the property is materially different from your description, we tell you before we start work — never after — and you can decide whether to go ahead. If you decline, we leave and refund the unused portion of what you paid.
• On a recurring plan, the first visit is charged at checkout and later visits are billed automatically as a Stripe subscription.
• All prices include HST at 13%.
• If a payment fails, we will contact you to arrange another method before taking any further step.

3.Changing or cancelling a visit

• Changes made more than 24 hours before your slot are free.
• Inside 24 hours we charge 50% of the visit, because your cleaner's day is already committed.
• We waive that fee for genuine emergencies and illness. Just tell us.
• If our crew cannot get in at the arranged time and we cannot reach you, we treat it as a cancellation inside 24 hours.
• The late-cancellation fee is charged to the card saved at booking.

Call, email or reply to your confirmation message. The 50% charge is a genuine pre-estimate of the cost of a cleaner already committed to your slot, not a penalty.

4.Recurring plans

• There is no lock-in contract. Pause or cancel a plan any time from your account, or by calling or emailing us, with 24 hours' notice before the next visit.
• If you cancel a visit that is already inside 24 hours, the late-cancellation fee in the section above still applies to that visit. Later visits are not charged.
• Updating a card, downloading invoices and cancelling the Stripe subscription are all done in Stripe's own portal, linked from your account.

5.If we have to cancel

If we cannot attend — illness, weather, a vehicle failure, or anything else on our side — we will tell you as soon as we can, and you choose a full refund of that visit or a new slot at no extra charge. We do not keep your money for a visit we did not make.

6.Getting into your property

You do not need to be home. You can let us in yourself, leave a key with us, or share a lockbox or smart-lock code. We confirm the access method in writing before the first visit.

Keys are logged and tagged with a code rather than your address, and stored in a locked safe. Access codes are held in an encrypted system visible only to your assigned cleaner and your account manager. You can ask for your key back at any time. If we lose a key in our care, we pay to rekey the affected locks.

7.Our satisfaction guarantee

If you are not happy with a clean, tell us within 24 hours and we will come back and re-clean the areas concerned at no charge. If you are still not happy after the re-clean, you do not pay for that visit.

8.What we ask of you

• Put away cash, jewellery and anything irreplaceable before we arrive.
• Tell us about anything hazardous, fragile or unusual in the property, and about any allergy or sensitivity in the household.
• Tell us about pets and how they behave around vacuums and open doors.
• Make sure water and electricity are on and the property is safe to work in.

9.Insurance and liability

Lakeshore Clean Co. carries liability insurance and is bonded. Every cleaner passes a background and reference check before their first job, and none are subcontracted.

If we damage something, tell us within 72 hours so we can inspect it while the facts are fresh. We will repair, replace or compensate for damage our crew caused. That window is so we can see the property while the facts are still fresh. It is a condition of our contractual repair, replace or compensate remedy. It does not take away any right Ontario law gives you, including the two-year limitation period under the Limitations Act, 2002.

We are not responsible for damage caused by pre-existing wear, faulty fittings, or surfaces that were already failing — and we will point those out rather than clean around them silently.

Except where Ontario law does not allow it to be limited, our liability for property damage on any one visit is limited to the cost of that visit. That cap does not apply to death or personal injury, fraud, or damage caused by our gross negligence or wilful misconduct, and it does not apply where the Consumer Protection Act says a limit like this cannot be used against you.

10.Where we work

We cover the City of Toronto plus Peel, York, Durham and Halton. The current list is on the contact page and in the quote form. We may decline a job that is outside our area, unsafe, or beyond what our crews are equipped for — and we will say so honestly rather than take the booking.

11.Your rights as a consumer

Nothing in these terms takes away rights you have under Ontario's Consumer Protection Act, 2002 or any other law that cannot be waived. If a term here is found unenforceable, the rest still apply. If a term here conflicts with a right the Act gives you, the Act wins.

12.Changes to these terms

We may update these terms. The version that applies to your booking is the one published when you booked, so a later change cannot alter a visit you have already arranged.

13.Governing law

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. Any dispute that cannot be resolved directly will be heard in the courts of Ontario, in Toronto.

14.General

These terms, together with the quote we sent you and the details of the booking you confirmed, are the whole agreement for that visit. They replace any earlier conversation about it. If we do not enforce a term on one occasion, we can still enforce it later.