CALCULATION OF FEES AND OTHER CHARGES

Your rates are calculated based on the information provided in the Online Quote Request Form/Specifications given by you, the customer. A 13% HST is applied to all service invoices. Extra charges will apply for the following services: inside cleaning of fridges and ovens, making beds, and laundry. First-time clean rates are always higher than recurring cleans. See FAQ for more details.
Registered HST #706140829RT0001

HEALTH AND SAFETY

For health and safety reasons, we are unable to clean mold, human waste, pest infestations (fleas, rodents, etc.), pet waste, or bodily fluids. We can recommend a company properly equipped to handle these situations. If we arrive at a home that requires this type of cleaning, we will skip the affected rooms and apply a discount accordingly. Please inform us beforehand if this may be an issue.

CANCELLATION POLICY

Please see Cancellation Policy.

100% SATISFACTION POLICY

If we missed any cleaning or if there is something you are not satisfied with, we will return and redo the work to your satisfaction.

HOLIDAY OBSERVANCES

All public Ontario holidays within the calendar year will be observed. Services will be provided at your request or adjusted accordingly. If no request is made, holidays will be observed without changing the total cost. For the restaurant industry, services will continue on the regular schedule except Christmas Day.

ARRIVAL TIME

Cleaning service occurs between 9:00 am – 5:00 pm on your regularly scheduled day. Since each home requires different cleaning times, we cannot guarantee exact arrival or departure times.

CLEANING TECHS

There will generally be 1–2 Cleaning Techs assigned to your home after the first-time clean. Due to scheduling, we cannot guarantee the same Cleaning Tech for each visit.

ARRIVAL DAY / LATE ARRIVAL

Stewandy Cleaners makes every effort to maintain a consistent scheduled day for each cleaning. If we must reschedule due to staff illness or unforeseen circumstances, we will provide as much notice as possible.

ACCESS TO YOUR HOME

We will discuss arrangements for home access before your first service. We recommend placing a key in a lockbox at the front of your home and providing the office with the alarm code if applicable.

PAYMENT EXPECTATION

We accept all major credit cards, cheques, Stripe, e-transfers, and online payments via our invoicing system. For long-term service, we offer Auto-Pay options through Stripe or credit/debit cards via our invoicing system.

GETTING READY FOR THE CLEANING

Do not “clean” before we arrive, but please “pick up” items in the areas to be cleaned. This allows us to focus more on detail and quality. To avoid breakage, we do not clean heavily cluttered areas (such as shelving or countertops) unless specified.

PETS

We love pets! Please secure any pet that may pose a threat. We do not clean up after sick pets or pet accidents.

GIFT CERTIFICATES

Gift Certificates are valid for up to one year from the date of issue. They may be purchased online or in person. All certificates are mailed to the recipient, with the value clearly written. This amount should not be altered.

BREAKAGE

Breakage is rare, but it can happen. We do our best to prevent it, and clear communication is important.

Each incident is reviewed on a case-by-case basis. We cannot take responsibility for unstable or precariously placed items (“booby traps”). Please move fragile items to a safe location. We do not clean inside cupboards, china cabinets, or wet bar shelving.

• If damage exceeds $100, a liability insurance claim and investigation will be initiated through our insurance provider.
• In some cases, broken items may be repaired by a professional restoration company. Breakage over $25 must be verified before reimbursement or replacement is approved. Please retain the broken item for inspection. Breakage must be reported within seven days of discovery.
• As the owner of Stewandy Cleaners, I take full responsibility for my employees and their actions. Our policies are designed to minimize risks. I personally review any unresolved incident to ensure the fairest resolution possible.

You are our valued customer, and we aim to resolve every issue to your satisfaction. Please do not hesitate to call if you need clarification on any of our policies. We treat your home or business with the utmost care and respect. If you notice something we can improve on, we welcome your feedback.

Thank you for your confidence in allowing us to handle life’s most valuable possession – your home and business.