Terms and Conditions

Welcome to Island Fresh Cleaning. These Terms and Conditions govern your use of our cleaning services in Cowichan Valley, BC. Please read these terms carefully before booking our services.

1. Agreement to Terms

By booking, scheduling, or using any services from Island Fresh Cleaning ("we," "our," or "us"), you ("client," "customer," or "you") agree to be bound by these Terms and Conditions, along with our Privacy Policy.

These terms constitute a legally binding agreement between you and Island Fresh Cleaning. If you do not agree to these terms, please do not use our services.

2. Services

2.1 Service Description

Island Fresh Cleaning provides professional residential and commercial cleaning services throughout Cowichan Valley, BC. Our services include, but are not limited to:

• Standard Recurring Cleaning: Regular maintenance cleaning (weekly, bi-weekly, or monthly)
• Deep Cleaning: Comprehensive top-to-bottom cleaning
• End of Tenancy Cleaning: Move-in/move-out cleaning services
• Short-Term Rental Turnover: Airbnb and vacation rental cleaning
• Carpet & Upholstery Cleaning: Professional steam cleaning
• Office Cleaning: Commercial space cleaning
• Post-Construction Cleaning: After renovation cleanup
• Specialty Services: Window cleaning, oven cleaning, and other add-ons

2.2 Service Availability

Services are subject to availability and geographic location. We primarily serve Cowichan Valley and surrounding areas within 30km of Duncan, BC. We reserve the right to refuse service at our discretion for any reason, including but not limited to:

• Unsafe working conditions
• Properties outside our service area
• Scheduling conflicts
• Previous payment issues
• Violation of these terms

2.3 Service Standards

We strive to provide high-quality cleaning services that meet or exceed industry standards. Our team is trained in professional cleaning techniques and uses commercial-grade equipment and eco-friendly products.

3. Booking and Scheduling

3.1 Booking Process

Bookings can be made through the following methods:

• Online: Through our website booking form (available 24/7)
• Phone: Call (236) 623-0012 during business hours
• Email: Send booking requests to hello@islandfreshcleaning.ca

All bookings are subject to confirmation by Island Fresh Cleaning. You will receive a confirmation email or phone call with your appointment details.

3.2 Cancellation Policy

Cancellations must be made by phone or email. Voicemail and email cancellations are timestamped for verification.

3.3 Rescheduling

Rescheduling requests must be made at least 24 hours in advance to avoid cancellation fees. We will make reasonable efforts to accommodate your preferred date and time, subject to availability.

3.4 Weather and Emergency Cancellations

In cases of severe weather, natural disasters, or other emergencies, we reserve the right to cancel or reschedule appointments. In such cases, no cancellation fees will apply, and we will work with you to reschedule at the earliest opportunity.

3.5 Recurring Service Agreements

For recurring cleaning services:

• Services are scheduled on a regular basis (weekly, bi-weekly, or monthly)
• You may skip scheduled cleanings with 24 hours notice
• Pricing is locked in for the duration of the agreement
• Either party may terminate with 7 days written notice

4. Pricing and Payment

4.1 Pricing Structure

All prices are quoted in Canadian dollars (CAD) and include applicable GST/PST unless otherwise stated. Pricing is based on:

• Type of service requested
• Property size and condition
• Frequency of service (recurring clients receive discounts)
• Geographic location (travel fees may apply)
• Additional services or special requests

4.2 Quotes and Estimates

Quotes provided are estimates based on information you provide. Final pricing may vary if:

• Property condition differs from description
• Additional services are requested
• Property size is larger than stated
• Extra time is required due to unforeseen circumstances

We will notify you of any price adjustments before proceeding with additional work.

4.3 Payment Terms

Island Fresh Cleaning has specific payment policies for different client types. For complete details on payment processing, accepted payment methods, billing procedures, refunds, and all payment-related policies, please see our comprehensive Payment Terms & Policies page.

Quick Summary:

Residential Clients:

• Payment is due upon completion of service
• We accept credit cards, debit cards, e-transfer, and cash
• Recurring clients may set up automatic billing

Commercial Clients:

• Net 15 payment terms available for approved accounts
• Invoices sent via email upon service completion
• Late payments subject to 2% monthly interest charge
• Services may be suspended for accounts 30+ days overdue

Important: By making a payment to Island Fresh Cleaning, you agree to our Payment Terms & Policies. Please review the full payment terms for detailed information on payment processing, security, refunds, and dispute resolution.

4.4 Travel Fees

A travel fee applies to locations outside a 15km radius from Duncan, BC:

• 15-20km: $5 travel fee
• 20-25km: $10 travel fee
• 25-30km: $15 travel fee
• 30km+: Custom quote required

Travel fees are waived for recurring service clients and large jobs ($300+).

4.5 Price Changes

We reserve the right to adjust pricing with 30 days notice. Recurring service clients will be notified of any price changes in advance.

5. Client Responsibilities

5.1 Access to Property

Clients must provide access to the property at the scheduled time. Access can be provided by:

• Being present during service
• Providing a key or lockbox code
• Arranging access through a property manager
• Using smart lock or keypad entry

If access is not provided within 15 minutes of the scheduled time, the service may be cancelled and cancellation fees will apply.

5.2 Property Condition and Safety

Clients must ensure the property is in a safe condition for our team to work. This includes:

• Pets: Secure all pets in a separate area or make arrangements for them to be away during service
• Valuables: Remove or secure valuable, fragile, or sentimental items
• Utilities: Ensure water, electricity, and adequate lighting are available
• Hazards: Disclose any hazardous conditions (mold, asbestos, biohazards, etc.)
• Clutter: Pick up personal items, toys, and clutter to allow efficient cleaning
• Parking: Provide parking or loading zone access for our team

5.3 Disclosure Requirements

Clients must disclose:

• Presence of pets (type and temperament)
• Any health or safety hazards
• Delicate or antique items requiring special care
• Areas that should not be cleaned or entered
• Any special instructions or preferences

5.4 Supplies and Equipment

Unless otherwise agreed in writing, Island Fresh Cleaning will provide all necessary cleaning supplies, equipment, and products. If you prefer we use your supplies, this must be arranged in advance.

6. Our Guarantees

6.1 "No Worries" Satisfaction Guarantee

6.2 Reliability Guarantee

We value your time and commit to punctuality:

• If we are more than 15 minutes late without notice: 10% off
• If we miss an appointment without 24-hour notice: 25% off your next service
• If we cancel same-day without emergency reason: 50% off your next service

6.3 Deposit Back Guarantee (End of Tenancy)

For move-out cleaning services, if your landlord finds cleaning issues that prevent deposit return, we will return within 24 hours to address them at no extra charge.

7. Liability and Insurance

7.1 Insurance Coverage

Island Fresh Cleaning carries comprehensive general liability insurance and all team members are bonded. We are fully insured for:

• Property damage caused during service
• Personal injury on client property
• Professional liability
• Workers' compensation for our employees

7.2 Our Liability

We accept responsibility for damage caused by our team during service. Any damage will be:

• Repaired by a qualified professional, or
• Replaced with an item of equal value, or
• Compensated financially up to the insured amount

7.3 Limitation of Liability

Our liability is limited to the actual cost of repair or replacement, not to exceed $5,000 per incident or the cost of the service, whichever is greater. We are not liable for:

• Pre-existing Damage: Damage that existed before our service
• Normal Wear: Age-related deterioration or wear and tear
• Undisclosed Items: Damage to items not disclosed as fragile or valuable
• Inaccessible Areas: Areas we were not given access to
• Improper Use: Damage from improper property maintenance
• Indirect Damages: Consequential, incidental, or indirect damages
• Acts of God: Damage from natural disasters or events beyond our control
• Third Parties: Damage caused by contractors, pets, or other third parties

7.4 Claims Process

To file a damage claim:

1. Report the damage within 24 hours of service completion
2. Provide photos and detailed description of the damage
3. Allow us to inspect the damage
4. Obtain repair estimates if requested
5. Do not repair or dispose of damaged items before inspection

Claims will be processed within 7 business days of receiving all required documentation.

7.5 Client Liability

Clients are responsible for:

• Injuries to our team caused by undisclosed hazards
• Damage to our equipment caused by property conditions
• False or fraudulent damage claims
• Providing safe working conditions

8. Confidentiality and Privacy

We respect your privacy and maintain strict confidentiality regarding:

• Your personal information and contact details
• Property access codes and security information
• Property layout and contents
• Any information observed during service

Our team members are trained to respect client privacy and sign confidentiality agreements. We will never:

• Share your personal information with third parties (except as required by law)
• Discuss your property or personal matters
• Take photos inside your property without permission
• Access areas we're not authorized to clean

For complete details on how we handle your information, please see our Privacy Policy.

9. Intellectual Property

All content on our website, marketing materials, and branding (including logos, text, images, and design) are the property of Island Fresh Cleaning and protected by Canadian copyright and trademark laws.

You may not:

• Use our branding or content without written permission
• Copy or reproduce our website content
• Use our name or likeness for commercial purposes

10. Termination

10.1 Termination by Client

One-Time Services: Cannot be terminated once work has commenced. Cancellation policy applies before service begins.

Recurring Services: Either party may terminate with 7 days written notice via email or mail. No penalty for termination with proper notice.

10.2 Termination by Island Fresh Cleaning

We reserve the right to terminate service immediately if:

• Payment is not received or repeatedly late
• Client violates these terms
• Unsafe working conditions are present
• Client is abusive or threatening to staff
• Property conditions violate health and safety standards

10.3 Effect of Termination

Upon termination:

• All outstanding payments become immediately due
• Scheduled appointments will be cancelled
• Any prepaid services will be refunded on a pro-rata basis
• Access codes and keys will be returned or destroyed

11. Dispute Resolution

11.1 Good Faith Negotiation

Any disputes arising from these terms or our services will first be resolved through good faith negotiation. We encourage clients to contact us directly to resolve any concerns.

11.2 Mediation

If negotiation fails, both parties agree to attempt mediation before pursuing legal action. Mediation costs will be shared equally.

11.3 Arbitration

If mediation is unsuccessful, disputes will be resolved through binding arbitration in accordance with the laws of British Columbia, Canada.

11.4 Small Claims Court

Either party may pursue claims in small claims court for amounts within the court's jurisdiction.

12. Changes to Terms

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

• Posted on our website with an updated "Last Updated" date
• Effective immediately upon posting
• Communicated to recurring clients via email for significant changes

Continued use of our services after changes constitutes acceptance of modified terms. We encourage you to review these terms periodically.

13. Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of British Columbia, Canada, without regard to conflict of law principles.

Any legal action or proceeding arising from these terms shall be brought exclusively in the courts of British Columbia, and both parties consent to the jurisdiction of such courts.

14. Contact Information

For questions, concerns, or notices regarding these Terms and Conditions, please contact us:

15. Miscellaneous Provisions

15.1 Severability

If any provision of these Terms and Conditions is found to be unenforceable or invalid by a court of competent jurisdiction, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

15.2 Entire Agreement

These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and Island Fresh Cleaning regarding our services and supersede all prior agreements, understandings, and communications.

15.3 Waiver

Our failure to enforce any right or provision of these terms will not be considered a waiver of those rights. Any waiver must be in writing and signed by an authorized representative.

15.4 Assignment

You may not assign or transfer these terms or your rights hereunder without our prior written consent. We may assign these terms without restriction.

15.5 Force Majeure

Neither party shall be liable for any failure or delay in performance due to circumstances beyond their reasonable control, including natural disasters, acts of government, strikes, or other force majeure events.

15.6 Notices

All notices under these terms must be in writing and sent to the addresses listed in Section 14. Notices are deemed received when:

• Delivered in person
• Three business days after mailing
• Upon email confirmation of receipt

15.7 Headings

Section headings are for convenience only and do not affect the interpretation of these terms.

15.8 Language

These Terms and Conditions are written in English. Any translations are provided for convenience only, and the English version shall prevail in case of discrepancy.