Terms of Service.

Acceptance of terms

These terms cover how we work together, what you can expect from us, and what we ask of you. By booking a clean with Klager Cleaning, you're agreeing to these terms.

Scope of service

Klager Cleaning provides residential and commercial cleaning services in St. Catharines, Niagara Falls, Niagara-on-the-Lake, and Welland, Ontario, Canada. Our standard services include routine house cleaning, deep cleaning, move-in/move-out cleaning, post-renovation cleanup, and commercial/office cleaning.

The specific scope of work for your booking is agreed upon during the confirmation call that follows your quote request. What's included depends on the type of clean, home size, and time allotted.

Quotes & pricing

Standard house cleaning, deep cleaning, and move-out cleaning are charged at $75 CAD per hour, per cleaner. Most visits are carried out by Raine. Any additional cleaners are agreed before booking. We agree the estimated time, priorities, and spending limit before your appointment. Any applicable tax is confirmed before booking.

You pay for the hours worked at the agreed rate. We will ask for approval before exceeding your agreed spending limit. If more work is needed and you do not approve extra time, we prioritize the agreed tasks within your budget. A time allowance does not guarantee completion of every task.

Oven, carpet, upholstery, and commercial cleaning are quoted separately based on scope. Any minimum booking or specialty charges are disclosed before you confirm the appointment.

Booking & access

To make the day go smoothly, we ask that you:

• Arrange access before we arrive: a key, lockbox code, being home, or any method we've agreed on
• Let us know about anything relevant: pets in the home, specific instructions, broken fixtures, or anything we should work around
• Have surfaces reasonably clear so we can use your time (and ours) well. If tidying is part of the scope, we'll note it in the quote

If we can't get into the property at the scheduled time through no fault of our own, a $50 trip fee applies to cover our team's time.

Cancellation & rescheduling

Plans change and we completely understand. We just ask for 24 hours' notice so we can fill the slot for our team.

• 24+ hours' notice: No fee, happy to reschedule anytime.
• Less than 24 hours or same-day: A $50 fee applies to cover our team's lost time. No deposit is held in advance.

If we ever need to cancel on you (illness, weather, emergencies), we'll let you know as early as possible and reschedule at no cost.

Satisfaction guarantee

Spotless is our standard. If you aren't 100% happy with a clean, let us know and we'll make it right, within reason.

To get us back out:

• Let us know within 24 hours of the service, with the specific concern (photos help)
• The issue needs to be within the scope and time that was booked
• We'll need to be able to return and address it

Payment terms

Payment is due when the job is complete. For commercial clients we're happy to arrange Net-15 terms in writing.

Accepted payment methods:

• Interac e-Transfer (preferred) to klagercleaning@gmail.com
• Cash
• Other methods by arrangement for commercial clients

If an invoice goes unpaid past 7 days, a $25 late fee may apply. We'll always reach out before that point.

Valuables & irreplaceable items

Damages

Accidents are rare, but if something is damaged as a direct result of our work, we'll tell you right away, document it, and work with you to make it right. For everyday items we typically resolve it directly out of pocket. For significant damage, our insurance may be engaged.

We aren't responsible for pre-existing damage, items that weren't flagged in advance, or anything outside our control (faulty fixtures, unstable surfaces, etc.).

Insurance

Klager Cleaning carries liability insurance. For small incidents we usually resolve things directly out of pocket since it's faster for everyone. For larger or high-value damage, our insurance may be engaged.

When we can't clean

There are a few situations where we may need to pause or decline a service to keep our team safe:

• Biohazards (sewage, bodily fluids, or animal waste beyond normal household levels)
• Environments that pose a safety or health risk to our staff
• Mold remediation (we're cleaners, not remediation specialists; minor surface mold is fine)
• Outstanding unpaid invoices from a prior booking

If we arrive and can't safely complete the service, a $50 trip fee applies to cover our team's time.

Feedback & reviews

We stand behind our work and genuinely welcome honest feedback, good or bad. If something wasn't right, please reach out to us first and we'll sort it out quickly. Most concerns are resolved with a single call or text.

Changes to these terms

We may update these terms from time to time. If anything material changes, the "Last updated" date above will reflect it. Terms in effect when you booked apply to that booking.

These terms are governed by the laws of Ontario, Canada. If you have any questions, just get in touch.