Terms of service

Last updated: September 2026

These terms apply to cleaning services provided by C&M Cleaning Service Ltd and to your use of this website. By booking a service or using the site, you agree to them.

Teams

Our cleaners work in groups of two or more, depending on the job site. One team leader will go to your home to ensure all the details mentioned are well done. We do our best to keep the same team leader assigned to your home, but we cannot guarantee it. Illness, promotions, vacations, and others can all result in a team change or a change of cleaners on a team.

Our employees will be respectful while in your home. They will not smoke, eat, or drink at your place, nor do they watch TV or play the radio. They do not answer the telephone or doorbell. Their only purpose while in your home is to clean.

Our team members have signed a non-compete agreement with C&M Cleaning Service Ltd. They are prohibited from soliciting business from any client on their behalf or behalf of any third party during their contract with C&M Cleaning Service Ltd or for two years following contract termination without C&M Cleaning Service Ltd.’s written approval and a possible termination placement fee of $2,000.00. In addition, you agree not to hire past or present team members of C&M Cleaning Service Ltd for a period of not less than two years from the date the team members last worked for C&M Cleaning Service Ltd.

C&M employees are covered by workers’ compensation insurance in accordance with applicable laws and, to protect the health and safety of our employees, they will not move anything heavier than 35 lbs. and they will not climb higher than a 2-step stool, climb any ladders or stand on any unstable surfaces.

Equipment and supplies

We provide cleaning supplies, including vacuums, mops, and cleaning products. If you have a specific product or tool you wish to use, please call our office, or alert the team leader to use the particular product or tool.

C&M uses eco-friendly and biodegradable products that are not strong as chemical products because the results from heavy-duty cannot be guaranteed. C&M reserves the right to use oven cleaner as an extra non-eco-friendly product and other chemical products to guarantee the result on some jobs.

Office hours

Please note that our office operates from Monday to Friday, between 9:00 am and 5:00 pm. However, during weekends and holidays, our office remains closed. If you need to get in touch urgently with the team leader assigned to your job during this time, please use the following method: contact your leader via text message only, at the number +1 (778) 902-8656.

Kindly keep in mind that this contact number is strictly for urgent matters on the weekends. For all other non-urgent inquiries, we kindly request you to reach out during our regular office hours.

Pets and plants

We do not provide watering services or relocate plant pots. Kindly refrain from placing plants on window sills or in areas where pots may be at risk of falling.

We cannot be responsible for pets that “escape” when our maids are entering or exiting your home. If your pet is “roaming free” during the clean, please inform us in advance, so the maids can be on alert when they open doors. Our maids are advised to close doors as soon as they enter and exit your home and will not leave doors open for long periods.

Please ensure that your pets are secured, and kindly clean up after them before our service.
If pets roam freely during cleaning, we are not liable for footprints or fallen pet hair after mopping.
For continuously barking dogs, kindly remove them from the property during service to minimize distractions and ensure a more efficient work environment.
Our focus is on scooping litter boxes for cats (not changing them).
We do not clean or handle the removal of urine or feces from the floor.

Arrival time

The cleaning is scheduled in an order that requires the least drive time for each team. That means the exact time of your cleaning may differ each time. We will accommodate your request if you need an AM (8:00 am – 12:00 pm) or PM (12:00 pm – 4:00 pm) schedule. However, no time is guaranteed.

Service confirmation

Please contact us in advance for any special requests (for example, after-construction cleaning, refrigerator cleaning, garage, additional rooms) so we can allocate the necessary time to complete these tasks. We will provide an over-the-phone estimate based on the information you provide. However, we reserve the right to adjust the quote if the actual conditions or requirements differ from what was initially described.

The quote provided via email, over the phone, or by the C&M team is based on the information shared by the client. In the absence of specific room details, tasks, or clearly defined descriptions, the quote will be based on standard square footage estimates. If the actual work to be performed differs from the quoted tasks or conditions, we reserve the right to adjust both the time and price accordingly.

Pricing adjustment

At C&M Cleaning Service Ltd, we provide a preliminary quote based on the information provided by the client prior to the service. However, upon arrival, our team leader will confirm that the time and services quoted match the on-site conditions and tasks requested. If, upon inspection, the conditions or tasks to be completed differ from what was originally indicated by the client, we reserve the right to adjust both the time and price of the service accordingly.

Extra time and by set time service

If our team determines that extra time is needed to complete the tasks, we will notify the client in advance. If the client prefers to adhere to the originally scheduled time rather than the extended time suggested by our team lead, and/or does not respond to the request for extra time, we will adhere to the original service and time booking, and the service will be considered a By Set Time Service. The team will complete the tasks within the originally scheduled time, regardless of whether all requested tasks are finished.

Please note that in situations where the team is not able to complete the service within the agreed-upon time, the 100% Satisfaction Guarantee will not apply, as the service was not completed within the required time frame.

100% satisfaction guarantee

At C&M Cleaning Service Ltd, we are committed to providing our clients with the highest quality service. We stand behind our work with a 100% Satisfaction Guarantee. If you are not fully satisfied with the cleaning service provided, please contact us within 24 hours of the service completion to make the guarantee valid. You can report your concerns via email at contact@cmcleaningservices.ca or by phone at 778-316-3623.

Please note that the guarantee does not apply under the following circumstances:

When the team requests extra time to complete the tasks and this time is not authorized by the client.
For services booked by a set time, rather than a complete service.
For tasks that are not part of our cleaning policies or services: see “Items we cannot clean or do” and the examples listed below.
For tasks not requested or included in the original quote and booking.
When the conditions of the service do not match the specifications provided by the client in the quote and booking.

Carpet cleaning

C&M Cleaning Service Ltd provides professional carpet, rug, and upholstery cleaning. While we make every effort to remove stains and restore the appearance of your carpet, we cannot guarantee complete removal of all stains. In the event that your carpet has extensive or stubborn stains, additional cleaning fees may apply. Our technician will consult with you beforehand regarding any extra charges. We recommend vacuuming your carpet prior to our arrival, as failure to do so may result in supplementary fees.

Damage and liability

Although damages are uncommon, accidents may occur. Our team will report any damage observed during service immediately.
Client reporting: you must notify us of any damage to your carpet, furniture, or property within 24 hours after service to submit a claim.
If damage caused by C&M is confirmed, we reserve the option to repair or replace the item, or provide monetary compensation based on the current value of the damaged item.

Exclusions

C&M is not responsible for:

Items of high value, including jewelry, art, heirlooms, or extremely delicate furniture.
Pre-existing damage, normal wear and tear, or damage caused by improper installation of carpet, flooring, or furniture.
Colour variations, shrinkage, or other effects that may occur due to cleaning processes or carpet material.
Stains or issues that were present before the cleaning service.

Special care

Please inform our staff of any surfaces or areas requiring special care at least 48 hours before your service.
All fragile or highly breakable items must be secured or removed by the client prior to service. If there are items you do not want moved, please contact our office to arrange exclusion.

Repair limitation

Any repair or restoration of carpets or upholstery due to service-related damage is considered one-time fixing. We will make reasonable efforts to restore the item to its original condition. C&M will not perform repeated repairs on the same item.

Cleaning process

Carpet cleaning is conducted following procedures tailored to the material and specifications provided by the client. If the material or information provided is incorrect or unsuitable, C&M cannot assume responsibility for results or damages.

Refunds

Since cleaning is a personalized and subjective service, we cannot offer refunds or discounts to clients. If you are unhappy, we will come back and re-clean any areas free of charge according to our 100% Satisfaction Guarantee.

Lockout

If we cannot gain entry to the premises during the one-hour arrival window, a member of our team will contact you via phone or email to request further instructions. Our team will wait for a maximum of 15 minutes before proceeding to their next appointment. If the team cannot obtain access within 15 minutes of arriving on the premises, you will be charged 100% of your scheduled service. Because of that, we strongly recommend that a key or a door code for the premises be provided to C&M Cleaning Service Ltd, because your scheduled cleaning time may change for each service appointment. Your key will be kept safe and secure in our key safe. If it is not possible to give us your key or door code, you will need to meet the C&M team at the premises.

Cancellations and reschedules

C&M Cleaning Service Ltd reserves the right to suspend, reschedule, or cancel a booking in the event of issues with access, water or electricity supplies, or disruptions caused by other contractors or service providers, as well as interference from any party. In such cases, the client will still be held responsible for the total cost of the agreed service.

We understand that plans can change last minute. Therefore, if you wish to cancel, reschedule, or skip any scheduled cleaning appointment, we require a minimum of two business days (48 hours) notice before the scheduled appointment. All notifications must be made by emailing our office at contact@cmcleaningservices.ca or calling 778-316-3623. The following cancellation and rescheduling penalties will apply if we do not receive the required notice:

Within two business days (48 office hours) but more than one business day (24 hours): 50% of the scheduled service cost will be charged.
Within one business day (24 office hours): 100% of the scheduled service cost will be charged.

For clients with regular maintenance cleaning services (at least once a month), the following penalties will apply if cancellation or rescheduling notice is not provided within the required time frame:

Less than 48 office hours’ notice: a $50 cancellation fee will be charged.
Less than 24 office hours’ notice: 100% of the scheduled service cost will be charged.

Clients who receive regular maintenance services must provide a minimum of 30 days’ notice for any periodical or permanent cancellation or rescheduling of scheduled services. If we do not receive the required notice within this period, a penalty of 100% of the cost of services scheduled during that period will be charged.

Security alarms

If your home has a security system, please ensure it is in the “off” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.

In the case of fire alarm systems during post-renovation or post-construction cleanings, they must be deactivated while the team is working, as dust can trigger the alarm. If the alarm is activated under such circumstances, we will not be held responsible.

Clutter and garbage

The cleaning will be more satisfactory if our team has a manageable amount of disarrangement with which to contend. If the premises are heavily cluttered, this may affect the provided estimate and result in a request for additional time. We only throw out things already in a garbage bin, as we do not assume what garbage is.

For houses, kindly let us know where your garbage bins are located. Unfortunately, for condos and buildings, we won’t be able to bring them down without proper access.

Regular customers

Regular services typically allocate a standard duration. However, adjustments may be necessary if your property’s condition deviates significantly from the standard. Our team can adapt and ensure consistent results that align with your expectations. To facilitate a smooth process, we kindly request a minimum of 2 business days’ notice if you require any special requests or additional services beyond your regular maintenance. This advance notice allows us to allocate the necessary extra time to accommodate your needs; without sufficient notice, our team may be unable to extend their stay beyond the scheduled time.

Our regular maintenance cleaning services are scheduled on the same day of the week within a specific time window, as agreed upon. You can choose the morning slot (8:00 am – 12:00 pm) or the afternoon slot (12:00 pm – 4:00 pm). This consistency lets you confidently plan your day, knowing when to expect our team’s visit.

To keep a regular client status, the consistency on your schedule should be one time period of every 4 weeks. Cancellations, changes or skips within a period of more than 4 weeks will have an increase of rate and might increase the regular time job.

Photos

C&M reserves the right to take pictures of the work done before and after service, not including the number, address, or any other personal information of the client.

Items we cannot clean or do

We have instructed our team members to leave certain items untouched, such as personal items, art, or areas containing body fluids or excretions. Our teams are advised to clean around these areas. Feel free to contact the office if you prefer other items we do not clean or handle. We will arrange to avoid those items.

Seasonal insect infestation can also be a problem and may prevent us from thoroughly cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, we will not wash or vacuum the area. We will leave you a note or call you regarding the problem.

Our team members cannot climb higher than a three-step ladder, work outside of your home (except sweeping a condo patio), move furniture containing electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.

Additional things we don’t clean or do (examples)

Change light bulbs
Pest droppings
Balcony: awning washing, moss removal, concrete and tile washing
Barn
Clogged toilets and bathtubs
Biohazards
Cobwebs or dusting above 9-foot ceilings
Curtains or cotton window coverings
Fireplace
Fire or flood damage
Hanging light fixtures
HVAC, inside vents and heaters
Mold and mildew (please call us for a mold remediation specialist)
Organizing, sorting or shredding papers and documents
Outside windows (except patio sliding doors)
Aged window frames
Tile grout (shower grout is cleaned, though discolouration of silicone is permanent)

Damage and lost property

C&M Cleaning Service Ltd is bonded and insured. You must notify us of any damage to or loss of property within 48 hours after completing the applicable service. After 48 hours, C&M will not be responsible.

If you have valuables or heirlooms, etc., it would be helpful if they were put away to avoid accidents. Our team will notify you if anything is broken.

C&M Cleaning Service Ltd will not cover you for:

Loss or damage to any items that are not secured in a proper manner (such as heavy pictures hanging from thumbtacks, not appropriately anchored to walls, etc.).
Any pre-existing damage such as scratches or dings in windows, paint, furniture, floors or walls, etc.
Damage due to faulty and/or improper installation of any item.
Failure of any surfaces (marble, granite, etc.) to be properly sealed and ready to clean without causing damage.
If we are required to move objects to service your property, such as furniture, appliances, toys or clothing, we will not be responsible for damage caused by moving the item from where we need to provide service.
C&M will not be held liable if furniture scratches or harms flooring, because it is assumed that furniture on wood floors has adequate protection unless you tell us otherwise.

C&M staff must be informed of items or surfaces requiring special care 48 hours in advance of your service. All fragile and highly breakable items must be secured or removed by you before the cleaning appointment. If you prefer things we do not clean or handle, don’t hesitate to contact our office and arrange to avoid those items.

After we receive all relevant reports, your case will be investigated by our assurance manager. In the event an item is confirmed damaged or broken by C&M, we reserve the option to repair or replace the item. If that is not possible, a monetary reimbursement at the current value may be offered.

In cases where repairs are required, C&M will provide a one-time repair attempt to restore the item as closely as reasonably possible to its previous condition. C&M will not be responsible for repeated repairs of the same item or for ongoing issues after the initial repair has been completed.

A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order for a settlement to be determined, and it cannot exceed the average value of 10 of your invoices. Any major damages may require third-party assessment by trades or insurance.

Billing terms

C&M Cleaning Service Ltd will require a credit card on file for each client. Payment is due in full upon completion of cleaning services.

For all services, the charge will be automatically processed to your credit card or through your deposit one day after you have submitted your invoice.

Payment methods: we accept cash, credit cards, EFT or e-transfer. We do not accept cheques, except for commercial clients with pre-authorization by a C&M manager.
Deposit: deposits apply to all bookings. Bookings confirmed over 48 hours before service require a 50% deposit. Bookings confirmed within 48 hours of service require a 100% deposit. It is fully refundable when you cancel 48 hours or more before your booking.
Credit cards: when you provide us your credit card information, you allow us to process your account balance upon completion of service. Your card information is securely stored on an encrypted server.

Charges and penalties

Minimum time: for any cleaning service requested, the minimum service time is set at 3 hours total time: 1 hour 30 minutes for a team of 2 cleaners, or 1 hour for a team of 3 cleaners. Should the actual cleaning service time fall short of the specified minimum duration, we reserve the right to charge the full minimum service time as agreed upon at the time of booking. This policy ensures that our team’s efforts and resources are appropriately compensated.
Invoices that are more than 30 days past the cleaning date will incur a 5% monthly penalty, and this penalty will increase by 5% each subsequent month until the date your account is settled.
C&M Cleaning Service Ltd requires a credit card on file for all new clients at least 24 hours prior to their first service. A 50% deposit will be charged in advance for the first service unless you choose to make the 50% deposit via e-transfer. For subsequent services, you may continue making payments using your preferred payment method (cash, e-transfer, or online payments).
A client’s debt will be considered in default when more than 30 days have elapsed from the service date. After these days, C&M customer service will try to contact you and solve the issue. However, if we receive no answer, we will charge the bill directly to your credit card on file.
To provide a better and timely service, C&M appreciates the client’s support with parking for our staff; nevertheless, if paid parking is required, it will be at the customer’s expense.

Administration fee

Our customers are the most important to us, and we want to ensure you receive the best quality cleaning service. To help cover the cost of improving our services, an administration fee will be applied on payments made with debit or credit cards.

For invoices over $500, the administration fee will be 2.99% of the total bill.
For invoices of $500 or less, the administration fee will remain $2.50.

This fee is automatically added to your invoice when paying by card.

Travel fee

In order to enhance our travel times, an $8.00 travel fee will be applied to all services, excluding regular maintenance services, Airbnb maintenance services and services where the special travel fee applies.

Special travel fee: a $60 travel fee will be applied to services with a duration of less than 15 hours that are located in remote areas outside the metropolitan region, on days not designated for routes to Surrey, Richmond, Delta, and Coquitlam.

Delay: if a client arrives late and requests our team to wait in order to initiate or conclude a service, the additional time spent will be reflected in the final invoice. We understand that unforeseen circumstances may arise, and we will do our best to accommodate reasonable delays. However, any significant impact on our team’s schedule will be subject to an additional charge.

Website content

The cleaning guides on this site are general information. They aren’t professional, legal or health advice. Check your tenancy agreement, strata bylaws or the relevant authority for rules that apply to you.

Text, photos and logos on this site belong to C&M or are used with permission, and may not be copied without our consent.

Jurisdiction

This agreement will be governed by the laws of British Columbia. The parties agree that the courts of the Province of British Columbia will have exclusive jurisdiction in regard to any dispute relating to any matters that are subject to this agreement.

Changes to service terms

C&M reserves the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing updated terms on the C&M website (cmcleaningservices.ca/terms). Each updated term will take effect upon publication on the website.

We believe that this policy allows us to maintain the high standard of service that we are committed to providing, while also ensuring fairness and transparency for our valued clients.

Contact

Questions about these terms: contact@cmcleaningservices.ca or 778-316-3623.