Terms of Service.

Scope of Service.

All services are performed based on the property size, condition, and details you provide at time of booking. Standard cleaning scopes are outlined on our website and quoted accordingly. Any services outside the scope of your booking are considered add-ons and must be requested and approved prior to service.

Our standard scopes include:

• Standard Clean: Routine maintenance cleaning of a well-maintained home
• Deep Clean: A comprehensive first-visit clean including additional detail work
• Move In / Move Out Clean: Full-scope cleaning of an empty unit including appliance interiors, cabinet interiors, baseboards, and interior windows
• Recurring Maintenance: Weekly, bi-weekly, or monthly ongoing service at the Standard Clean scope

Full checklists are available at maisonblanccleaning.ca or upon request. Services not listed on the checklist are not included in the standard scope unless agreed to in writing prior to service.

Accuracy of Booking Information.

You are responsible for providing accurate information at time of booking, including:

• Square footage
• Number of bedrooms and bathrooms
• Condition of the property
• Presence of pets, children, or other occupants
• Any pre-existing damage, wear, or hazards
• Existence of asbestos, mold, pests, biohazards, or any hazardous materials

If the property upon arrival is materially different from the information provided (including but not limited to: larger, more cluttered, heavier soiled, or containing conditions not disclosed), additional charges may apply or service may be declined. In such cases, a trip fee of $75 to $100 may be applied to cover our team's time and travel.

Additional Charges for Out-of-Scope Conditions.

Maison Blanc reserves the right to apply additional charges when the property or service requirements exceed the quoted scope. These conditions include, but are not limited to:

• Homes significantly larger, dirtier, or more cluttered than described
• Excessive grease, grime, mold, or biological buildup
• Heavy pet hair, pet waste, or urine
• Insect infestation, rodent activity, or biohazards
• Post-construction, post-renovation, or fire/water damage debris
• Bodily fluids or sewage of any kind
• Excessive time required beyond the estimated visit length
• Areas or surfaces requiring services outside the standard checklist (e.g., laundry, dishwashing, organizing, full wall washing, deep grout restoration, appliance interior cleaning outside of Deep Clean and Move In/Out scope)

When these conditions are encountered:

• Our team will immediately contact you by phone or text
• We will provide a clear estimate of the additional charge
• We will only proceed with your written or verbal approval
• If no approval is granted, we will complete the originally booked scope only and depart

Right to Refuse or Terminate Service.

Maison Blanc reserves the right to refuse or terminate service in any situation that poses a health, safety, or property risk to our cleaning team, including but not limited to:

• Suspected or confirmed asbestos, mold, or hazardous materials
• Biohazard conditions
• Unsafe structural conditions
• Aggressive pets not properly secured
• Verbal or physical harassment or hostility
• Presence of illegal substances or activity
• Environments deemed unsafe at the sole discretion of our team

Cancellation and Rescheduling.

Please provide as much notice as possible for cancellations or rescheduling requests. Fees apply as follows:

• More than 48 hours before serviceFree rescheduling
• 24 to 48 hours before service25% fee
• Less than 24 hours before service50% fee
• Same-day cancellations or no-shows100% fee

We reserve the right to waive fees at our discretion for genuine emergencies.

Re-Do Guarantee.

We stand behind our work. If you are not satisfied with a specific area of the clean, please notify us within 24 hours of service completion with:

• A written description of the concern
• Photos of the affected areas

We will return within 5 business days at no additional charge to address the specific concern raised.

The Re-Do Guarantee does not apply in the following cases:

• Complaints raised more than 24 hours after service
• Areas not included in the booked scope
• Normal dust accumulation, settling, or wear that occurs after cleaning
• Areas that were confirmed as satisfactory during walkthrough at the end of service
• Conditions caused by the client, pets, occupants, or third parties after cleaning
• Structural or pre-existing conditions that cannot be resolved through cleaning (e.g., damaged grout, water stains, aged paint)

No Refund Policy.

Maison Blanc does not offer refunds for services rendered. Our Re-Do Guarantee is our sole remedy for service concerns raised within the 24-hour window.

Refunds are not issued for:

• Complaints raised after 24 hours
• Services completed to the booked scope
• Areas confirmed as satisfactory during walkthrough
• Client dissatisfaction with the scope they booked (should have booked a different service tier)
• Third-party opinions or expectations not stated at time of booking

Damage and Pre-Existing Conditions.

Maison Blanc is not responsible for pre-existing damage, wear, or deterioration of surfaces, fixtures, appliances, or belongings. Our cleaners follow best practices for all common surface types, but the following conditions may result in wear or damage from routine cleaning and are the client's responsibility to disclose:

• Improperly sealed or aged grout
• Delicate marble, natural stone, brass, or unsealed wood
• Antique or fragile items
• Loose or damaged fixtures
• Aged paint or wallpaper
• Damaged flooring

Clients are required to identify sensitive items or surfaces at time of booking so we can adjust our approach or exclude these areas.

Access to Property.

The client is responsible for providing our team access to the property at the scheduled time. If our team is unable to access the property (locked out, keys not provided, no answer, incorrect address), a lockout fee equal to 50% of the booked service value will apply, and the visit will be rescheduled at the client's expense.

Payment Terms.

• Payment is due at time of service booking, unless otherwise agreed
• Recurring clients are invoiced per visit or on a monthly cycle as agreed
• Overdue accounts (30+ days) may be subject to a late fee of 2% per month
• Commercial clients are invoiced net 15 unless otherwise agreed
• Accepted payment methods: e-transfer, credit/debit card, or invoice via Stripe

Sub-Contracted Cleaners.

Maison Blanc operates through vetted, insured sub-contracted cleaning professionals. All cleaners are:

• Interviewed and vetted before onboarding
• Covered by our commercial general liability insurance
• Held to the Maison Blanc quality standard

Sub-contracted cleaners are independent contractors and not direct employees of Maison Blanc. Any solicitation of our cleaners for direct hire outside of Maison Blanc is prohibited and may result in a solicitation fee of $2,500.

Photo, Video, and Content Policy.

By booking a service, you consent to Maison Blanc taking anonymized before-and-after photos of cleaned areas for marketing, training, and quality control purposes. Photos will not include identifiable personal items, faces, or documents. If you wish to opt out, please notify us in writing prior to service.

Communication and Consent.

By booking a service, you authorize Maison Blanc to contact you by phone, text, or email regarding your quote, booking, service confirmations, and reminders. Reply STOP to opt out of text messages. Msg/data rates may apply.

Third-Party Complaints.

Complaints from spouses, tenants, roommates, guests, or third parties who did not book the service will only be accepted from the booking client of record. Feedback from non-booking parties is welcome but not actionable under our Re-Do Guarantee.

Walkthrough Sign-Off.

When possible, our team will conduct a walkthrough of the completed clean with the client or their designee (spouse, tenant, property manager) at the end of service.

Limitation of Liability.

Maison Blanc's total liability for any claim arising out of a service shall not exceed the amount paid by the client for that specific service. In no event shall Maison Blanc be liable for indirect, incidental, consequential, or punitive damages of any kind.

Amendment of Terms.

Maison Blanc reserves the right to update these Terms of Service at any time. Continued use of our services after amendments constitutes acceptance of the updated terms.

Governing Law.

These Terms of Service are governed by the laws of the Province of Ontario, Canada. Any disputes shall be resolved in the courts of Ontario.