Terms of Service

Cascade Cleaning provides residential cleaning services in Ontario. Services may include one-time, recurring, deep, move-in/move-out, post-renovation, or other specialty cleaning services, subject to availability.

Clients may book services through our online booking system. All bookings are subject to availability and confirmation. System-generated confirmations do not guarantee service where booking information is inaccurate, incomplete, or materially misrepresented. Cascade Cleaning reserves the right, acting reasonably and in good faith, to modify, reschedule, or cancel bookings due to operational constraints, safety concerns, inaccurate booking information, or circumstances outside our control.

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​Acceptable Use of Booking System
 
By using our booking system or client portal, you agree that you will: only use the service for lawful purposes; not use the service for fraudulent, misleading, or unlawful purposes; not attempt to harm, impair, or interfere with the system; keep your account credentials secure and confidential; and provide accurate proof of identity or property information if reasonably requested.
 
Cascade Cleaning is not responsible for delays, booking failures, or other issues resulting from internet connectivity problems, third-party software outages, or other technical limitations outside our control.
 

Pricing is generally flat-rate per job, though certain specialized services may be priced hourly.

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All prices are estimates based on the information provided at booking and assume a reasonable and typical level of dirt, dust, and buildup. Prices may be adjusted if the condition, access, or scope of work differs materially from what was disclosed.

Applicable taxes are included in quoted estimates.

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Hourly Services

Where hourly services are offered, the following terms apply:

• All hourly services are billed by the hour at the rate in effect at the time of booking.

• Booking type cannot be changed after service has begun without prior approval from Cascade Cleaning.

• Cascade Cleaning will notify the customer when the hourly service is completed. If additional cleaning is required beyond the booked hours, the customer will be contacted before proceeding.

• It is the customer's responsibility to provide sufficient hours to complete the required cleaning. Where hours are insufficient, only priority areas will be cleaned and the customer will be notified.

• If a customer believes cleaners are not working efficiently, concerns must be communicated to Cascade Cleaning prior to the end of the service.

Recurring Pricing & Scheduling Frequency

The price for recurring services is based on the frequency of cleaning. If a scheduled recurring clean is skipped or rescheduled in a way that creates a longer interval between visits, the applicable rate for that longer frequency will apply to the next service.

Example: A bi-weekly client who skips a clean creates a four-week interval. The next visit will be charged at the monthly rate. Conversely, a bi-weekly client who requests an additional clean within one week may be charged at the weekly rate for that visit.

A valid payment method is required to complete an online booking. Payments are processed via Stripe using accepted payment methods.

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Recurring clients are typically charged after service completion unless otherwise specified. Prepayment may be required for first-time clients or for large or specialized services, including move-in/move-out, renovation, event, or deep cleaning services.

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Payment confirmation is automatically sent to the email address on file once payment is processed successfully. Confirmations will only be sent to the email provided at booking.

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Pre-Authorization of Payment Method

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To help ensure successful payment, Cascade Cleaning may attempt to pre-authorize the payment method on file up to 24 hours prior to the scheduled service.

A pre-authorization is not a charge, but a temporary authorization request placed by the payment processor to confirm the payment method is valid and has sufficient available funds.

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Pre-authorizations are subject to the rules and limitations of card networks and issuing banks and may not always result in a visible or successful hold. Cascade Cleaning does not control how long a pre-authorization remains in place or how it appears on a customer’s statement.

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If a pre-authorization attempt fails, we may contact you to update your payment method. Failure to resolve payment issues before the scheduled service time may result in cancellation, rescheduling, or suspension of services.

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Failed Payments

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If a payment fails:

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• You will be notified and given 24 hours to update your payment method by contacting us.

• If payment is not resolved, services may be canceled or suspended, and future bookings declined.
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Cascade Cleaning reserves the right to pursue outstanding balances through reasonable and lawful means.

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Gift Cards

Gift cards may be purchased and redeemed for cleaning services but are non-refundable and cannot be redeemed for cash. To redeem a gift card, enter your unique gift card code during the booking process. Any remaining balance may be applied to a future service.
 

​Cancellations or rescheduling requests must be submitted at least 48 hours before the scheduled service time by contacting us.
 
Cancellations made with less than 48 hours' notice are subject to a $75 cancellation fee, which represents the estimated cost of scheduling disruption, administrative costs, and lost service opportunities. Cancellations must be made by contacting our office directly. Notifying a cleaning professional in person or by phone at the time of service does not constitute valid notice of cancellation.
 
For prepaid services canceled within 48 hours, the $75 fee is non-refundable. Any remaining prepaid amount may be refunded or credited, at our discretion.
 
No-shows or failure to provide access are treated as late cancellations and subject to the same fee.
 
Rescheduling: A service may be rescheduled at no charge with more than 48 hours' notice. Rescheduled services that are subsequently canceled with less than 48 hours' notice remain subject to the cancellation fee.

Company-Side Emergencies

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Cascade Cleaning may reschedule services without penalty due to events including, but not limited to:

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• Cleaner illness or injury

• Severe weather or unsafe travel conditions

• Power, system, or internet outages

• Vehicle breakdowns

• Emergency staffing shortages

• Government or municipal emergency orders
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In such cases, our obligation is limited to rescheduling the service or providing a service credit, except where additional remedies are required by applicable law.

Customer-Side Emergencies

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Certain emergencies may make it unsafe or impossible for services to proceed, including:

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• Flooding or fire

• Gas leaks

• Burst pipes

• Mandatory evacuations

• Immediate safety hazards
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Health-Related Disclosures: Customers must notify Cascade Cleaning before service if anyone in the home is experiencing symptoms of a communicable illness, has recently returned from international travel with potential health risks, or is under a public health advisory. Cascade Cleaning reserves the right to reschedule or decline service on health and safety grounds. This applies to communicable or contagious illness that poses a risk to cleaners, not general illness.

In the case of a genuine emergency or a communicable illness disclosure as described above, Cascade Cleaning may, acting reasonably and in good faith, waive cancellation fees or reschedule services.

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The following are not considered emergencies and remain subject to standard cancellation policies:

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• General illness (non-communicable)

• Work delays

• Forgetting an appointment

• Travel issues

• Guests staying over

• Personal scheduling conflicts

Emergencies may excuse or delay service performance but do not automatically eliminate payment obligations for services already rendered or costs reasonably incurred.

You are not required to be present during service. You must provide safe, accurate, and reliable access instructions at booking or through the client portal (where available).

You are responsible for securing pets, alarms, valuables, and fragile items. Utilities required for cleaning, including water and electricity, must be available during service. If your home is equipped with a security alarm, please ensure it is disabled prior to our arrival or provide our office with the access code and input sequence in advance. Please notify us promptly if alarm codes change.

If access cannot be obtained, the cancellation fee applies.

Scheduled arrival times have a window of approximately plus or minus one hour to account for traffic and other scheduling factors. We will communicate any delays beyond this window as soon as possible.

Only services expressly listed in your confirmed booking are included. Additional requests require prior approval and may result in additional charges.
 
Additional or modified requests cannot be made directly to cleaning professionals at the time of service. All changes to the scope of work must be approved by Cascade Cleaning in advance by contacting our office.
 

Excluded Services (Non-Exhaustive)

Health & Safety

• Biohazards (blood, bodily fluids, feces, vomit)

• Mold or mildew beyond surface-level bathroom buildup

• Active pest infestations — cleaning professionals will not clean or vacuum areas with active insect infestations (ants, termites, roaches, fleas, or similar). We will notify you of any infestation observed during service.

• Hoarding or extreme clutter

• Excessively cluttered surfaces may not be fully cleaned. Cleaning professionals may attempt to organize cluttered areas to the best of their ability, but results cannot be guaranteed where clutter prevents proper access.

Risky or Specialist Work

• Exterior windows

• Areas above approximately 8 feet or requiring ladders (step stools only; maximum two steps)

• Heavy lifting or moving furniture or appliances

• Behind appliances (ovens, refrigerators, washers, dryers, etc.) will not be cleaned unless the appliances are moved prior to our arrival. Behind-appliance cleaning is not included in any standard service. It may be available as an add-on where explicitly agreed and booked in advance.

• Construction debris unless explicitly booked

• Steam cleaning or carpet extraction

• Chandeliers or delicate fixtures unless expressly agreed

• Wall washing or wall spot cleaning: Cascade Cleaning will attempt stain removal where possible, but long-term or set-in stains (including on walls, ovens, or other surfaces) may not be fully removable within the scope of a standard clean. We are not responsible for damage arising from wall cleaning attempts where pre-existing conditions are present, and reserve the right to decline wall cleaning tasks.

• Curio cabinets: Cascade Cleaning does not clean inside curio cabinets.

 
Appliances & Interiors

• Inside-appliance cleaning of any kind is not included in standard or recurring services unless explicitly booked as an add-on.

• Add-on oven cleaning requires the oven to be fully emptied prior to our arrival.

• Add-on refrigerator cleaning is available at two service levels: with contents removed (empty fridge) or with contents in place (full fridge). Pricing varies by option and must be selected at booking.

• Add-on cabinet cleaning is available at two service levels: with contents removed or with contents in place. Pricing varies by option and must be selected at booking.

• Items & Materials

• Antiques, heirlooms, or irreplaceable items

• Fragile or unsecured décor

• Electronics beyond light exterior wiping

• Firearms, ammunition, safes

• Artwork and sculptures

 
Environmental

• Unsafe temperatures

• Strong chemical exposure

• Aggressive or unsecured animals

Cascade Cleaning reserves the right to refuse, pause, or stop services where:

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• Conditions are unsafe or unsanitary

• The scope of work was materially misrepresented

• Harassment or inappropriate conduct occurs

• Pets are aggressive or unsecured

• Utilities or access are unavailable
   

Where services are partially completed due to such circumstances, Cascade Cleaning may, acting reasonably and in good faith, charge for services performed.

Service issues must be reported in writing within 24 hours of service completion.
 
Our primary remedy is a re-clean of missed or deficient areas. Service credits may be offered where appropriate. Refunds are rare and not guaranteed, except where required by law.
 
Re-cleans will be scheduled within 24 to 48 hours of a validated complaint. Customers must be available to provide access for the re-clean. The re-clean covers only the specific areas identified as deficient and does not extend to areas not listed in the original complaint. New services may not be added to a re-clean.
 
Cleaning Approval: Customers may confirm satisfaction by phone, email, or text message. Once Cascade Cleaning has received explicit confirmation that a clean has been approved, re-clean requests related to that service may be declined. Customers who choose to be present at the end of service and wish to conduct a walkthrough should do so while cleaning professionals are still on-site.
 

Damage claims must be reported directly to Cascade Cleaning (not to individual cleaners) within 24 hours of service completion, or within 24 hours of discovery where the damage was not reasonably apparent at the time of service, and must include reasonable documentation where available (such as photos).

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Cleaning professionals are instructed to report any accidental damage to our office immediately and to leave a note for the customer.

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Cascade Cleaning will investigate all damage claims in good faith.

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If a claim is accepted, Cascade Cleaning may, acting reasonably and at its discretion, arrange for:

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• repair of the damaged item, or

• replacement with a like-kind item of similar age, condition, and value, or

• resolution through applicable insurance coverage.
   

Cash compensation is not guaranteed and is not the default remedy.

Cascade Cleaning does not guarantee replacement with new items and does not compensate for sentimental value, appreciation, or indirect loss.

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Wall hangings and décor: Cascade Cleaning is not responsible for damage to items hung or secured using improper methods (including straight pins, tape, thread, or adhesive strips not rated for the item's weight). Customers are responsible for ensuring home décor is properly and securely mounted.

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Damage Exclusions

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We are not responsible for:

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• Pre-existing damage

• Normal wear and tear

• Improperly installed or unsecured items

• Items unable to withstand standard cleaning

• Damage due to age, defects, or faulty materials

• Water damage where water is part of normal cleaning

• Undisclosed fragile items

• Unstable or defective fixtures

These exclusions apply regardless of whether a claim is reported within the required timeframe.

To the fullest extent permitted by law, Cascade Cleaning is not liable for any indirect, incidental, consequential, special, or economic damages, including loss of use, loss of income, lost profits, accommodation costs, or business interruption, except where such liability cannot be excluded under applicable law.

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​To the fullest extent permitted by law, Cascade Cleaning's total aggregate liability for any claim arising out of or related to services provided shall not exceed the amount paid by the customer for the specific service giving rise to the claim in the six-month period preceding the event.

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Nothing in these Terms limits Cascade Cleaning’s responsibility to address legitimate property damage in a reasonable manner, including through repair, replacement, or applicable insurance, where required by law.

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Disclaimer of Warranties

Cascade Cleaning makes no representation or warranty that services will meet every customer's individual standards or expectations in every circumstance. We commit to performing services with reasonable care and skill and to addressing legitimate concerns in good faith, but we cannot guarantee specific outcomes in all cases.

You agree to indemnify and hold harmless Cascade Cleaning, its owners, contractors, and cleaning professionals from claims, damages, losses, or expenses arising from:
 

• Unsafe property conditions

• Inaccurate or incomplete information provided by you

• Failure to secure pets, alarms, or hazardous items

• Third-party claims related to your property

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​You agree that you will not bring personal claims against Cascade Cleaning's individual owners, officers, employees, or contractors in respect of losses suffered in connection with services. Claims must be directed to Cascade Cleaning as an entity.

Services are provided by vetted independent cleaning professionals who are engaged by Cascade Cleaning. Cascade Cleaning coordinates and administers services, and cleaners do not collect payment directly from customers.

Cleaning professionals work in teams of one, two, or more depending on the size and nature of the job. Cascade Cleaning makes every reasonable effort to maintain consistent team assignments for recurring clients, but cannot guarantee the same cleaner or team for every visit. Factors including illness, scheduling, and staffing availability may result in a different team being assigned.

Cleaning professionals conduct only tasks within their assigned scope of work. They will not perform tasks outside the booked service, including but not limited to: meal preparation, childcare, pet care, or personal errands.

Clients agree not to directly or indirectly solicit, engage, or employ any cleaning professional introduced through Cascade Cleaning outside of our services during active service and for twelve (12) months following the last completed service.

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This includes direct engagement, third-party arrangements, or informal agreements.

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In the event of a breach, the client agrees to pay liquidated damages of $1,500, representing a reasonable and non-punitive estimate of Cascade Cleaning’s recruitment, onboarding, administrative costs, and lost referral value. This amount reflects less than the typical lifetime value of a customer and is generally less than twelve months of compensation for a cleaning professional.

Cascade Cleaning maintains a zero-tolerance policy for harassment, discrimination, sexual comments, unsafe working conditions, aggressive behavior, or unsecured weapons.

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Violations may result in immediate termination of service, cancellation without refund where permitted by law, and permanent refusal of future service.

Cascade Cleaning photographs work before and after completion for quality assurance, documentation, dispute resolution, and training purposes. These photos are the property of Cascade Cleaning Company and will not be used for marketing without your explicit consent. You may withdraw consent at any time by contacting us.

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Cascade Cleaning will not publicly disclose cleaning locations or reveal personal identifying features of a customer's home in any marketing or promotional materials.

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For more information, please refer to our Privacy Policy.

Recurring services may be paused or canceled by contacting us.
 
Cascade Cleaning reserves the right to adjust pricing for recurring services with 30 days' notice. Price changes are not retroactive.
 
Cascade Cleaning may periodically review service rates based on the time and resources required to meet our standards and customer expectations. Customers will be contacted if material discrepancies are identified between the originally quoted service and the actual scope of work.

​Cascade Cleaning observes the following statutory holidays: New Year's Day, Family Day, Good Friday, Victoria Day, Canada Day, Labour Day, Thanksgiving Day, Christmas Day, and Boxing Day. Services will not be scheduled on these days unless otherwise arranged.
 
If a recurring service falls on an observed holiday, we will make reasonable efforts to contact you in advance to reschedule. Standard cancellation policies apply if rescheduling is not completed with sufficient notice.
 
Our office is available Monday through Friday, 8:00 am to 6:00 pm. Contact us by phone (call or text) or email. After-hours inquiries may be submitted and will be responded to on the next business day.
 

Tips are not required but are appreciated by your cleaning professional. If you would like to leave a tip, it may be provided in cash or added to your payment by contacting us. Any tip added to a payment must be authorized in writing by the customer, including by email or text message, prior to being processed. One hundred percent of tips are passed directly to your cleaning professional.
 

Calls made to or received from Cascade Cleaning may be recorded for quality assurance and training purposes. Personal information collected through bookings, the client portal, and communications is handled in accordance with our Privacy Policy and applicable privacy legislation, including PIPEDA.

Cascade Cleaning will not share your personal information or call recordings with third-party companies or services without your prior consent, unless required by applicable law.

​Cascade Cleaning will make reasonable efforts to remove stains during service. However, long-term or set-in stains — including stains in ovens, on walls, grout, or other surfaces — may not be fully removable within the scope and time of a standard clean. In such cases, we will advise you of the condition and discuss acceptable outcomes. Cascade Cleaning is not responsible for stains that cannot be removed through standard cleaning methods.

Customers are responsible for securing cash, jewellery, and other items of value prior to service. We recommend putting away valuables and heirlooms to avoid accidental damage or loss.

If a customer suspects theft has occurred, the incident must be reported to Cascade Cleaning immediately. Cascade Cleaning will cooperate fully with any investigation. The customer is responsible for filing a formal report with the relevant authorities if actual theft is alleged. Cascade Cleaning's liability is limited to facilitating the investigation and cannot be held responsible for losses that cannot be substantiated or verified.

You are responsible for securing pets during service. Homes with pets must be disclosed at the time of booking. An additional pet fee may apply and will be communicated at or before booking confirmation. Cascade Cleaning does not clean litter boxes or pet waste from floors.

Neither Cascade Cleaning nor its cleaning professionals are responsible for pets that escape the property when cleaners are entering or exiting. If pets will be present and free-roaming during the clean, please notify us in advance so appropriate precautions can be taken. Cleaning professionals will make reasonable efforts to close doors promptly when entering and exiting.

Cascade Cleaning reserves the right to suspend, modify, or terminate services or a customer's account for any material violation of these Terms, including non-payment, misrepresentation, customer conduct violations, or repeated late cancellations. Where possible, Cascade Cleaning will make reasonable efforts to notify the customer prior to suspension or termination.

We encourage informal resolution and, where appropriate, mediation. Any unresolved disputes must be brought in Ontario courts, including Ontario Small Claims Court where applicable.

Cascade Cleaning may assign or transfer these Terms in connection with a business sale, merger, or restructuring. Customers may not assign these Terms without our written consent.

These Terms constitute the entire agreement between you and Cascade Cleaning and supersede all prior discussions or representations.

If any provision is found unenforceable, the remaining provisions remain in full force and effect.

These Terms are governed by the laws of Ontario, Canada.