Payment Terms & Policies

This Payment Terms policy outlines how Island Fresh Cleaning processes payments, accepted payment methods, billing procedures, and related financial policies for our cleaning services in Cowichan Valley, BC.

1. Overview

Island Fresh Cleaning is committed to providing transparent, secure, and convenient payment options for all our clients. This policy applies to all services provided, including:

• Standard Recurring Cleaning Services
• Deep Cleaning Services
• End of Tenancy (Move-In/Move-Out) Cleaning
• Short-Term Rental Turnover Services
• Carpet and Upholstery Cleaning
• Office and Commercial Cleaning
• Post-Construction Cleaning
• All add-on services and specialty cleaning

2. Accepted Payment Methods

We offer multiple convenient payment options to suit your preferences:

2.1 Credit and Debit Cards

We accept the following cards:

• Visa - All Visa credit and debit cards
• Mastercard - All Mastercard credit and debit cards
• American Express - All American Express cards
• Discover - Discover cards accepted

Card payments can be processed:

• In-person using our mobile card reader
• Over the phone (for authorized transactions)
• Through our secure online payment portal
• Via stored card information for recurring services

2.2 Interac e-Transfer

E-Transfer payments should be sent to: payments@islandfreshcleaning.ca

Please include:

• Your name
• Service date
• Invoice number (if applicable)

E-Transfers are typically processed within 1 business day. Auto-deposit is enabled for instant processing.

2.3 Cash Payments

Cash payments are accepted on-site at the time of service. Please have exact change when possible. A receipt will be provided for all cash transactions.

2.4 Payment Methods NOT Accepted

We do not accept:

• Personal checks
• Money orders
• Cryptocurrency
• Third-party payment apps (Venmo, PayPal, etc.) - except for commercial accounts

3. Payment Processing

3.1 Payment Processors

Island Fresh Cleaning uses industry-leading, PCI-compliant payment processors to ensure the security of your financial information:

3.2 How Payment Processing Works

For One-Time Services:

1. Service is completed
2. Invoice is generated and presented
3. Payment is processed using your chosen method
4. Receipt is provided via email and/or printed copy
5. Payment confirmation is sent within 24 hours

For Recurring Services:

1. Card information is securely stored with our payment processor
2. Service is completed on scheduled date
3. Card is automatically charged within 24 hours of service
4. Invoice and receipt are emailed automatically
5. You receive payment confirmation

3.3 Payment Authorization

By providing payment information, you authorize Island Fresh Cleaning to:

• Charge your payment method for services rendered
• Store your payment information securely (for recurring services)
• Process automatic payments for recurring services
• Apply any applicable taxes and fees
• Process refunds or adjustments as necessary

4. Payment Timing

4.1 Residential Clients - One-Time Services

Payment is due upon completion of service.

For one-time residential services (deep cleaning, move-in/out, etc.), payment is expected immediately after service completion. Our team will present an invoice and process payment before leaving the property.

4.2 Residential Clients - Recurring Services

Payment is processed within 24 hours of service completion.

For recurring cleaning services, your stored payment method will be automatically charged within 24 hours after each cleaning. You will receive an invoice and receipt via email.

4.3 Commercial Clients

Net 15 payment terms available for approved accounts.

Commercial clients may apply for Net 15 payment terms, meaning payment is due within 15 days of invoice date. To qualify:

• Complete a commercial account application
• Provide business references
• Maintain good payment history
• Sign a commercial service agreement

New commercial clients may be required to pay upon service completion for the first 1-3 services before Net 15 terms are granted.

4.4 Prepayment

Prepayment is not required but is accepted for:

• Clients who prefer to pay in advance
• Gift certificate purchases
• Large commercial contracts
• Special event cleaning

5. Recurring Payments & Stored Payment Information

5.1 Automatic Billing for Recurring Services

When you sign up for recurring cleaning services (weekly, bi-weekly, or monthly), you authorize us to:

• Securely store your payment card information with our payment processor
• Automatically charge your card after each scheduled cleaning
• Update your card information if your card issuer provides updated details
• Continue charging until you cancel the service

5.2 How Stored Cards Work

When you provide a card for recurring services:

1. Your card information is encrypted and sent directly to our payment processor
2. The processor stores your card securely and provides us with a secure token
3. We use this token to process future payments without accessing your actual card details
4. Your full card number is never visible to our staff
5. You can update or remove your card information at any time

5.3 Updating Payment Information

You can update your stored payment information by:

• Calling us at (236) 623-0012
• Emailing payments@islandfreshcleaning.ca
• Logging into your online account (if applicable)
• Informing our team during your next service

Please update your payment information before your next scheduled service to avoid payment delays.

5.4 Failed Automatic Payments

If an automatic payment fails:

1. You will be notified immediately via email and/or phone
2. We will attempt to process the payment again within 24 hours
3. If the second attempt fails, we will contact you to update payment information
4. Future services may be suspended until payment is received
5. A $10 failed payment fee may be applied after the second failed attempt

5.5 Cancelling Automatic Payments

To cancel automatic payments for recurring services:

• Provide 7 days written notice via email or mail
• All outstanding payments must be settled
• Your stored payment information will be deleted upon request
• You may restart recurring services at any time

6. Invoicing

6.1 Invoice Generation

An invoice is generated for every service and includes:

• Invoice number and date
• Service date and time
• Detailed description of services provided
• Itemized pricing breakdown
• Any add-on services or adjustments
• Subtotal, taxes, and total amount
• Payment method used
• Payment due date (if applicable)

6.2 Invoice Delivery

Invoices are delivered via:

• Email: Sent to your registered email address within 24 hours of service
• Printed Copy: Left at the property upon request
• Online Portal: Available in your account dashboard (if applicable)
• Mail: Mailed upon request for commercial clients

6.3 Invoice Terms

Standard Terms: Payment due upon receipt (residential one-time services)

Recurring Services: Automatic payment within 24 hours of service

Commercial Terms: Net 15 (payment due within 15 days of invoice date) for approved accounts

6.4 Invoice Disputes

If you believe an invoice is incorrect:

1. Contact us within 5 business days of receiving the invoice
2. Provide specific details about the discrepancy
3. We will investigate and respond within 3 business days
4. Adjustments will be made if the error is confirmed
5. Payment is still due for undisputed portions

7. Pricing & Estimates

7.1 Pricing Structure

All prices are quoted in Canadian Dollars (CAD) and are based on:

• Service Type: Different services have different base rates
• Property Size: Larger properties cost more
• Frequency: Recurring services receive 10% discount
• Location: Travel fees may apply outside 15km radius
• Condition: Heavily soiled properties may incur additional charges
• Add-Ons: Optional services (oven cleaning, windows, etc.)

7.2 Estimates vs. Final Pricing

Estimates are not guaranteed final prices. They are based on information you provide about your property. Final pricing may differ if:

• Property size is larger than stated
• Property condition is worse than described
• Additional services are requested on-site
• Access issues require extra time
• Unforeseen circumstances arise

We will notify you of any price adjustments before proceeding with additional work that exceeds the estimate by more than 20%.

7.3 Price Changes

We reserve the right to adjust our pricing with 30 days notice. Recurring service clients will be notified of any price changes via email before they take effect.

7.4 Promotional Pricing

Promotional discounts and special offers:

• Cannot be combined with other offers unless stated
• Are subject to terms and conditions of the specific promotion
• May have expiration dates
• Are applied at the time of service
• May not apply to all service types

8. Late Payments

8.1 Late Payment Policy

Payments not received by the due date are considered late. For late payments:

• 1-7 days late: Courtesy reminder sent, no penalty
• 8-14 days late: Second notice sent, $10 late fee applied
• 15-30 days late: Final notice sent, 2% monthly interest charge begins
• 30+ days late: Account sent to collections, services suspended

8.2 Interest on Late Payments

Accounts more than 15 days overdue will accrue interest at a rate of 2% per month (24% annual percentage rate) on the outstanding balance.

8.3 Service Suspension

Recurring services will be suspended if:

• Payment is more than 30 days overdue
• Multiple payments have failed
• Account shows a pattern of late payments

Services will resume once all outstanding balances are paid in full.

8.4 Collections

Accounts more than 60 days overdue may be sent to a collections agency. You will be responsible for all collection costs, including agency fees and legal expenses.

9. Refunds & Cancellations

9.1 Refund Policy

Refunds are issued in the following circumstances:

• Service Not Performed: Full refund if we cancel or fail to show up
• Duplicate Charges: Full refund of duplicate payment
• Overcharges: Refund of the overcharged amount
• Prepaid Services: Pro-rated refund for unused prepaid services
• Satisfaction Guarantee: Refund may be issued if re-clean doesn't resolve issues

9.2 Refund Processing Time

Approved refunds are processed within:

• Credit/Debit Cards: 5-10 business days
• E-Transfer: 1-3 business days
• Cash: Immediate or next business day

Refund timing may vary depending on your financial institution.

9.3 Cancellation Fees

If you've already paid and need to cancel:

• 24+ hours notice: Full refund, no cancellation fee
• Less than 24 hours: 50% refund (50% cancellation fee)
• No-show: No refund (100% cancellation fee)

9.4 Partial Refunds

Partial refunds may be issued if:

• Only part of the service was completed
• We were unable to complete certain areas
• Service was significantly shorter than estimated

10. Payment Disputes & Chargebacks

10.1 Resolving Payment Disputes

If you have a concern about a charge:

1. Contact us first: Call (236) 623-0012 or email payments@islandfreshcleaning.ca
2. Provide details: Invoice number, date, and specific concern
3. Allow investigation: We will review within 3 business days
4. Resolution: We will work with you to resolve the issue fairly

10.2 Chargeback Process

If a chargeback is initiated:

1. We will be notified by our payment processor
2. We will contact you to understand the issue
3. We will provide documentation to the payment processor
4. The payment processor will make a final determination
5. If chargeback is reversed, you are responsible for the original charge plus $25 fee

10.3 Fraudulent Chargebacks

Chargebacks determined to be fraudulent will result in:

• Immediate termination of services
• Legal action to recover funds
• Reporting to credit bureaus
• Permanent ban from using our services

11. Payment Security & Data Protection

11.1 PCI Compliance

Island Fresh Cleaning is committed to protecting your payment information. We comply with Payment Card Industry Data Security Standards (PCI DSS) by:

• Using PCI Level 1 certified payment processors (Square and Stripe)
• Never storing complete card numbers on our servers
• Using encrypted connections for all payment transactions
• Limiting access to payment information to authorized personnel only
• Regularly updating our security protocols

11.2 Data Encryption

All payment data is protected using:

• SSL/TLS Encryption: 256-bit encryption for data transmission
• Tokenization: Card numbers replaced with secure tokens
• Secure Servers: Payment processors use bank-level security
• Regular Audits: Security systems audited regularly

11.3 What We Store

For recurring services, we store:

• Last 4 digits of your card number (for identification)
• Card brand (Visa, Mastercard, etc.)
• Card expiration date
• Billing zip code
• Secure token provided by payment processor

We NEVER store:

• Complete card numbers
• CVV/CVC security codes
• Card PINs

11.4 Reporting Suspicious Activity

If you notice unauthorized charges or suspicious activity:

1. Contact us immediately at (236) 623-0012
2. Contact your card issuer to report fraud
3. We will investigate and cooperate with authorities
4. We will update our security measures if necessary

12. Taxes

12.1 Applicable Taxes

All prices are subject to applicable Canadian taxes:

• GST (Goods and Services Tax): 5% federal tax
• PST (Provincial Sales Tax): 7% BC provincial tax (if applicable)

Total tax rate in British Columbia: 12% (5% GST + 7% PST)

12.2 Tax Exemptions

Some services may be exempt from PST. If you believe your service qualifies for tax exemption:

• Provide valid exemption certificate before service
• Exemption must be verified and approved
• Exemption applies only to qualifying services

12.3 Tax Receipts

All invoices include a detailed tax breakdown showing:

• Subtotal (before tax)
• GST amount
• PST amount (if applicable)
• Total amount (including taxes)

Our GST/HST registration number is provided on all invoices for your records.

13. Changes to Payment Terms

We reserve the right to modify these Payment Terms at any time. Changes will be:

• Posted on our website with an updated "Last Updated" date
• Effective immediately for new transactions
• Communicated to recurring clients via email for significant changes
• Applied to existing recurring services after 30 days notice

Continued use of our services after changes constitutes acceptance of modified payment terms.

14. Contact Information

For questions about payments, billing, or these Payment Terms, please contact us: