About Us
Terms of Service
Terms of Service
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 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.
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.
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 with your Team leader assigned to your job urgently during this time, please utilize 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/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/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 a.m.- 12:00 p.m.) or PM (12:00 p.m. - 4:00 p.m.) schedule. However, no time is guaranteed.
EXTRA WORK:
Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, garage, additional rooms), so we can schedule the time needed to complete these tasks. We will provide an over-the-phone estimate. However, we reserve the right to adjust the quote after the job is done.
The quote we provide over the telephone or via email or through the C&M team, is based on information provided by the client, and in the absence of specific room, tasks or clearly definable descriptions will be based on standard square footage estimates. If the actual work to be performed is different to what has been quoted for, the price will vary accordingly.
If our team requests additional time based on the property's needs, and the owner prefers to adhere to the originally scheduled time rather than the extended period suggested by our team lead, the team will stop working and depart from the worksite without finishing the service. In such instances, the guarantee is not applicable, as the job was not completed within the needed time.
CARPET CLEANING:
We will make every effort to eliminate stains from your carpet, though we cannot assure a definite success. In the event that your carpet has numerous spot stains, there might be an extra cleaning fee applicable. Our technician will consult with you beforehand to discuss this matter before starting the cleaning process. It is advisable to vacuum your carpet before the technician arrives, as neglecting to do so may lead to supplementary charges.
The carpet cleaning is conducted following a process tailored to the material and details provided by the client. Therefore, if the material or details are not suitable, we cannot assume responsibility.
REFOUNDS:
Since cleaning is a personalized and subjective service, we cannot offer refunds/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:
C&M cleaning service Ltd reserves the right to suspend or cancel a booking if there are problems with the access, water or electricity supplies, or working issues around other contractors or service providers, as well as interference from any party. The client will still be held liable for the total cost of the agreed service.
We know plans change at the last minute. Therefore, should you wish to cancel or skip any scheduled cleaning appointment, you must provide a minimum of two business days (48 hours) notice before the time of your scheduled appointment. All notifications must be made by emailing our office at contact@cmcleaningservices.ca or calling +1(778)-316-3623. The following cancellation fee will apply if we do not receive such notice.
Within two business days (48 hours) but more than one business day (24 hours), you will be charged 50% of your scheduled service.
Within one business day (24 hours), C&M will charge 100% of your scheduled service.
Clients with regular maintenance cleaning services (at least once a month), a cancellation fee of $50 will be applied if the cancellation notice is not provided within 48 hours. If the cancellation occurs less than 24 hours before the scheduled service, the client will be charged 100% of the service cost.
Regular customers who enjoy the benefits of our maintenance services must provide a minimum of 30 days notice for any periodical or permanet cancellations of scheduled services. If such notice is not received within the specified period, a penalty of 100% of the cost of the services scheduled during that period will be applied.
SECURITY ALARMS:
If your home provides 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.
REGULAR CUSTOMERS:
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,change or skip 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/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 condo patio), move furniture containing electronics, lift any objects over 20 pounds, prepare meals, provide any pet or pet or children-related services, or empty diaper pails.
ADDITIONAL THINGS WE DON’T CLEAN/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/Flood Damage
• Hanging Light Fixtures
• HVAC/Inside vents and heaters
• Mold and mildew (please call us for a mold remediation specialist)
• Organize, sort or shred papers and documents
• Outside windows (except patio sliding doors)
• Aged window frames
• Tile grout (shower grout is cleaned, though discoloration of silicone is permanent)
DAMAGE / 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.
If you have valuables or heirlooms, etc., it would be helpful if they would be put away to avoid accidents. Our team will notify you if ANYTHING is broken.
C&M cleaning service will not cover to 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, clothing, we will not be responsible for damage caused by moving the thing 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 before 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.
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 48hr, C&M will not be responsible).
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&N, we reserve the option to repair or replace the item. If that is not possible, a monetary reimbursement at the current value can be offered. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may 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 will require a credit card on file for each client. Payment is due in full upon completion of cleaning services.
For all the 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 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 / PENALTIES:
Minimum time: for any cleaning service requested, the minimum service time is set at 3 hours total time, for 1:30 min 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.
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 on customer expenses.
Our customers are the most important to us, and we want to ensure you receive the best quality cleaning service. To do that, we need to charge a small administration fee of $2.50 on total billing to cover the cost of improving our services.
Travel fee:
In order to enhance our travel times, a $8.00 travel fee will be applied to all services, excluding regular maintenance services, Airbnb maintenance services and services where the special travel fee apply.
Special travel fee: A $60 travel fee will be applied to services with a duration 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.
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 and updated terms on the C&M website (https://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.