Terms and Conditions

Plain Language Summary

In Short: We aim to keep things simple — clean your space with quality, without stress, and without hidden conditions. This document explains exactly how we work, how you are protected, and how we are protected.
Welcome to PureMaids Inc. ("PureMaids," "we," "us," or "our"). These Terms and Conditions ("Terms") govern your use of our cleaning services and website at puremaids.ca (the "Website"). By booking our services or using our Website, you agree to be bound by these Terms.

1. Company Information

Legal Name: PureMaids Inc Address: 18 Erskine, Toronto, ON M4S 0C9, Canada Phone: +1 (647) 563-0041 Email: ac.sdiamerup%40oknad Insurance: Zensurance - $2,000,000 liability coverage

2. Services Offered

PureMaids provides professional cleaning services in the Greater Toronto Area (GTA), including but not limited to:
● Regular cleaning● Deep cleaning● Office cleaning● Airbnb cleaning● Post-renovation cleaning● Move-in/move-out cleaning
2.1 Service Areas
We provide services in Toronto, Mississauga, Brampton, Vaughan, Richmond Hill, Markham, and throughout the entire GTA.
2.2 Minimum Service Requirement
All bookings require a minimum of 3 hours of cleaning service. Pricing varies depending on the cleaning option selected and specific requirements of your property.
2.3 Services NOT Included
Our standard cleaning services do NOT include:
● Washing exterior windows at heights● Cleaning up after animals (feces, urine, or excessive pet hair)● Removal of mold or deep stains on walls/ceilings● Wall cleaning in general is discussed individually; cleaners may decline to clean walls if they believe there is potential risk of damage● Moving heavy furniture or appliances● Technical maintenance or repair services● Unscrewing parts, removing filters, or moving household appliances
2.4 Special Conditions for Pet-Related Cleaning
If a pet leaves excessive amounts of hair or requires special cleaning products, additional charges may be negotiated during service.

3. Booking and Payment

3.1 Age Requirement
You must be at least 18 years of age to book our services.
3.2 Pricing and Taxes
All prices quoted are exclusive of applicable taxes unless otherwise specified. Final charges may include HST or other applicable taxes as required by law.
3.3 Deposit Requirements
For deep cleaning services requiring 8 hours or more, a 30% deposit of the total service cost is required at the time of booking. This deposit is non-refundable in case of cancellation within 24 hours of the scheduled service.
3.4 Payment Methods
We accept the following payment methods:● E-transfer● Cash
Payment is due upon completion of services unless otherwise arranged. For services requiring a deposit, the remaining balance is due upon completion.
3.5 Pricing Adjustments
We reserve the right to adjust the number of hours and corresponding pricing:
● After an initial property assessment● During the cleaning if additional work is requested by the client● If the property condition is significantly different from what was initially described● If the number of rooms, square footage, or additional requests change after booking
In such cases, the client will be notified and must agree to the additional time and cost. If the client declines to extend the service time, we do not guarantee completion of all tasks and will not be held responsible for incomplete work. Payment is strictly based on the actual time spent by our cleaning professionals at your property.
3.6 Promotions, Discounts, and Loyalty Programs
Discounts and promotional offers are subject to current promotions or may be negotiated individually. Gift certificates and promo codes may be used in accordance with their specific terms and conditions.
We may occasionally offer bonuses or discounts to regular clients and those who refer our services. Details of referral and loyalty programs are provided separately and are subject to change.

4. Cancellation and Rescheduling Policy

4.1 Cancellation by Client
Cancellations or rescheduling requests must be made at least 24 hours before the scheduled appointment time. Cancellations or rescheduling made with less than 24 hours' notice will incur a $30 fee.
4.2 No-Show Policy
If a client is not present and does not provide access to the property at the scheduled time (no-show), a $60 fee will be charged.
4.3 Rescheduling
Clients may reschedule their appointments as many times as needed, provided notice is given at least 24 hours in advance at no additional charge. Rescheduling with less than 24 hours' notice will incur a $30 fee.
4.4 Cancellation by PureMaids
We reserve the right to cancel or reschedule appointments due to:
● Severe weather conditions● Emergency situations● Unforeseen circumstances
In such cases, we will notify you on the day of service and offer to reschedule at the earliest available time at our discretion. No cancellation fees will apply to client when cancellation is initiated by PureMaids.

5. Service Guarantee and Complaints

5.1 Satisfaction Guarantee Period
If you are not satisfied with our service, you must notify us within 24 hours of service completion by emailing ac.sdiamerup%40oknad with photographic or video evidence of the issue. Complaints submitted without visual evidence or after 24 hours will not be considered valid.
5.2 Resolution
Upon receipt of a valid complaint, we will review the issue and may:
● Return to re-clean the affected areas at no additional charge● Provide a partial refund● Offer credit toward future services
Each case is evaluated individually based on the evidence provided.
5.3 Limitation of Liability After 24 Hours
After 24 hours from service completion, we cannot be held responsible for the condition of your property, as normal use of the space may have occurred since our service was provided.

6. Refund Policy

Refunds are considered on a case-by-case basis. To request a refund, you must:
● Submit a request within 24 hours of service completion● Provide photographic or video evidence of unsatisfactory work● Email your request to ac.sdiamerup%40oknad
Refund decisions are made at the sole discretion of PureMaids management.

7. Client Responsibilities

7.1 Property Access
Clients must provide:
● Clear access to the property at the scheduled time● Detailed entry instructions if no one will be present● Keys may be provided through our office at 18 Erskine, Toronto, ON M4S 0C9● Access codes or special instructions must be communicated through our official contact channels
7.2 Preparation Before Cleaning
Before our cleaning professionals arrive, clients must:
● Inform us of any malfunctioning appliances or plumbing● Ensure availability of water and electricity● Communicate any allergies or sensitivities to cleaning products in advance
PureMaids uses standard safe household cleaning products. If you have allergies or sensitivities to certain ingredients, you must inform us before cleaning begins. We are not responsible for allergic reactions if such information was not provided in advance.
7.3 Cleaning Supplies
Depending on the service option selected:
Client Provides Supplies: If you choose the option where you provide cleaning supplies, you must supply:
● Mop● Vacuum cleaner or broom● Sponges● Paper towels● Glass cleaner● Bathroom cleaner● Kitchen cleaner● Floor cleaner● Garbage bags
PureMaids Provides Supplies: If you select this option, we will bring all necessary cleaning supplies and equipment. Please note that cleaners may use either a broom or vacuum cleaner based on availability and property requirements.
7.4 Personal BelongingsWhile all our cleaning professionals are bonded and undergo background checks, we recommend securing valuable items, important documents, and fragile objects. Our cleaners reserve the right not to clean areas cluttered with personal belongings to avoid disputes regarding damaged or missing items. We are not responsible for items left unsecured.
7.5 Pre-existing Damage
We are not responsible for pre-existing damage to your property. If you have antiques, delicate items, or valuable objects, please inform us in advance. Our cleaners may choose not to clean or handle such items at their discretion, as we cannot be held liable for damage to these items.
7.6 Pets
We are a pet-friendly company, and pets may remain in the home during cleaning. However:
● If an animal is deemed potentially dangerous or aggressive, it is the owner's responsibility to ensure the safety of our cleaning professionals● Our cleaners have the right to determine whether it is safe to proceed with cleaning● If a service is cancelled due to safety concerns regarding pets, a $60 cancellation fee will apply
7.7 Hazardous Conditions
Clients must ensure that the property is safe for our cleaners to work in. This includes:
● Proper heating/cooling● Adequate lighting● No hazardous materials or conditions● Safe access to all areas to be cleaned
7.8 Presence of People During Cleaning
If the client or other individuals are present during cleaning, they must not interfere with the work process. If the presence of third parties creates obstacles or safety concerns, the cleaner may stop work without refunding payment for time already worked.

8. Our Responsibilities and Service Standards

8.1 Professional Standards
All PureMaids cleaning professionals:
● Undergo comprehensive background checks● Complete training and orientation programs● Follow our standardized cleaning checklist● Are bonded and insured
8.2 Service Checklist
Our cleaners work according to our base cleaning checklist. Any additional services or special requests must be discussed and arranged individually through our official contact channels prior to service.
8.3 Independent Contractors
All cleaning professionals providing services through PureMaids are independent contractors, not employees. This means:
● They operate their own cleaning businesses● They maintain their own insurance and are responsible for their own taxes● PureMaids acts as a platform connecting clients with qualified cleaning professionals● Each contractor is responsible for their own work performance and quality● PureMaids is not liable for actions of independent contractors outside the scope of the agreed order or working hours
8.4 Insurance Coverage
PureMaids maintains liability insurance coverage of $2,000,000 through Zensurance. Any damage caused by our cleaning professionals during service will be handled through our insurance policy, subject to the terms and conditions of the policy and verification of the claim.
8.5 Photo and Video Documentation
Quality Control: PureMaids reserves the right to take photos or short videos during/after cleaning for quality control purposes, without disclosing client's personal information.
Marketing Materials: PureMaids may take "before/after" photos for portfolio and marketing purposes, without disclosing addresses or personal information. By using our services, you consent to this practice unless you explicitly notify us otherwise in writing.
8.6 Communication and Language
Our cleaning professionals come from diverse backgrounds and may have varying levels of English proficiency. To ensure clear and effective communication, they may use translation tools or contact the PureMaids office for clarification at any time.
We kindly ask clients to communicate important instructions in simple, clear English or via written notes/messages whenever possible. PureMaids ensures that all team members fully understand the client's requirements before or during the service to maintain quality and consistency.
8.7 Arrival Time Window
Due to traffic conditions, road conditions, or previous bookings, the PureMaids team may arrive within a 30-minute window of the scheduled time. In such cases, the client will be notified, and this is not considered late or a breach of obligations.
In case of greater delays, the client will also be notified and an agreement will be reached. The cleaner will work the previously agreed-upon time regardless of arrival time.
8.8 Time Tracking
The client agrees that start and end times are recorded by our cleaning professionals for accurate hour tracking. In case of time discrepancies, the time recorded by PureMaids takes priority.
Time is tracked in our CRM system with geolocation of the cleaner, meaning we know where and when the cleaner started and finished cleaning.
8.9 Safety and Equipment Use
Our cleaners are not permitted to use the client's household appliances (such as washing machines or dishwashers) unless agreed in advance. PureMaids is not responsible for malfunctions of client equipment that occur during use.
8.10 Emergency Contact
In case of emergencies (such as leaks, power outages, or suspected hazardous conditions), cleaners have the right to immediately stop work and contact the client or PureMaids office for further instructions.
8.11 Respect for PrivacyWe respect our clients' personal space. Cleaners are not permitted to open closed cabinets, drawers, or areas unless specified by the client in the task instructions.

9. Limitation of Liability

9.1 Exclusions
PureMaids and its cleaning professionals are not liable for:
● Pre-existing damage to property, appliances, or surfaces● Damage to items not disclosed as fragile, antique, or valuable● Damage resulting from normal wear and tear of surfaces that are already worn or damaged● Loss or damage to unsecured personal belongings, cash, jewelry, or important documents● Damage caused by improper prior cleaning methods or products used by others● Issues arising more than 24 hours after service completion● Consequential or indirect damages● Malfunctions of client equipment● Allergic reactions if information was not provided in advance
9.2 Maximum Liability
Our total liability for any claim related to our services is limited to the amount paid for the specific service in question or the applicable insurance coverage, whichever is applicable.

10. Right to Refuse Service

PureMaids reserves the right to refuse service or terminate our relationship with any client at our sole discretion, including but not limited to situations involving:
● Disrespectful or abusive behavior toward our cleaning professionals● Unsafe or hazardous working conditions● Repeated cancellations or no-shows● Non-payment or payment disputes● Violation of these Terms and Conditions
10.1 Zero Tolerance Policy
We strive to provide a safe, respectful, and professional environment for all employees. PureMaids has zero tolerance for aggressive, discriminatory, or abusive behavior. In such cases, we may immediately terminate service without compensation.

11. No Subcontracting

PureMaids does not subcontract services to other cleaning companies. All services are provided exclusively by our vetted and background-checked independent contractors.

12. Privacy and Confidentiality

12.1 Property Access Information
Any keys, access codes, or entry instructions provided to us will be kept confidential and stored securely. We will not share this information with any third parties.
12.2 Personal Information
We collect and use personal information in accordance with applicable privacy laws. By using our services, you consent to our collection and use of personal information as necessary to provide our services.

13. Communication

All official communications, including booking confirmations, service changes, complaints, and special requests, must be made through our official contact channels:
Phone: +1 (647) 563-0041Email: ac.sdiamerup%40oknadIn person: 18 Erskine, Toronto, ON M4S 0C9, Canada
We are not responsible for communications made through unofficial channels or third-party platforms.

14. Feedback and Continuous Improvement

PureMaids values feedback from clients. We may periodically send surveys to assess service quality. Reviews help us improve our service standards and better meet your needs.

15. Dispute Resolution

15.1 Complaint Process
If you have a complaint or dispute:
1. Contact us within 24 hours of service completion at ac.sdiamerup%40oknad2. Provide detailed description of the issue with photographic or video evidence3. We will review and respond within 2-3 business days4. If resolution cannot be reached, we will work with you to find a mutually acceptable solution
15.2 Governing Law
These Terms are governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein. Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts of Ontario.

16. Changes to Terms and Conditions

PureMaids reserves the right to modify these Terms at any time. Changes will be effective immediately upon posting to our Website. Your continued use of our services after changes are posted constitutes acceptance of the modified Terms. We encourage you to review these Terms periodically.

17. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

18. Entire Agreement

These Terms constitute the entire agreement between you and PureMaids regarding our services and supersede all prior agreements, representations, and understandings.

19. Contact Information

For questions about these Terms and Conditions, please contact us:
PureMaids Inc
 18 Erskine Toronto, ON M4S 0C9 Canada
Phone: +1 (647) 563-0041Email: ac.sdiamerup%40oknadWebsite: puremaids.ca
By booking our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
Last Updated: October 22, 2025