CUSTOMER POLICIES

Our Mission

We are dedicated to delivering top-tier cleaning services that exceed expectations. Our team values attention to detail, eco-friendly practices, and genuine customer satisfaction. Your trust inspires us to create clean, organized, and happy spaces—one home at a time.

Service Charges

How we charge for cleaning

Order & Organize offers flat-rate cleaning packages instead of hourly billing. Your price is based on:

• The type of service you choose (Cleaning on a Budget, Standard Cleaning, Deep Clean, Move-In/Move-Out).
• The size and condition of your home (number of bedrooms/bathrooms or approximate square footage).

Before booking, you’ll receive a clear, all-in package price so you know exactly what to expect. Any optional add-ons (such as inside appliances, inside cabinets, or extra rooms) will be quoted separately and agreed to in advance.

Package Types

• Cleaning on a Budget: A lighter service designed to hit the most important areas—typically the kitchen, bathrooms, and main living spaces—while staying cost-conscious. Ideal for smaller spaces or maintenance between deeper cleans.
• Standard Cleaning: A full-home maintenance clean that covers all regularly used areas, including general dusting, vacuuming, mopping, and surface cleaning in kitchens and bathrooms. Perfect for weekly, bi-weekly, or monthly upkeep.
• Deep Clean: A more detailed top-to-bottom clean focusing on buildup in kitchens, bathrooms, and high-touch areas, plus extras like baseboards, door frames, and detailed dusting. Recommended for first-time clients, seasonal refreshes, or homes that need extra attention.
• Move-In / Move-Out Clean: A thorough, detailed clean of an empty or nearly empty home, tailored for landlords, tenants, buyers, and sellers. This service typically includes more intensive work, such as inside cabinets and drawers, appliance interiors, and extra bathroom scrubbing, to help ensure the space is ready for inspection or move-in.

How home size affects pricing

Package pricing is adjusted based on:

• The number of bedrooms and bathrooms, and/or
• The approximate square footage of the home.

Smaller spaces (such as studios and 1-bedroom homes) fall into lower package tiers, while larger homes are placed into higher tiers or custom-quote categories. Heavily soiled properties or homes requiring extra time may be quoted at a higher package level to reflect the additional work needed.

Cancellation & Rescheduling Policy

Plans can change, but late cancellations affect our scheduling and our staff. The following fees apply to cancellations or rescheduling within 72 business hours of your appointment, based on your scheduled package price:

Notice Period	Fee
72–48 hours before appointment	$25 service fee
48–24 hours before appointment	50% of scheduled package price
Less than 24 hours	100% of scheduled package price (non-refundable)
Missed appointment (no access)	100% of scheduled package price (non-refundable)

A “missed appointment” includes situations where our cleaners arrive but cannot gain access (no key, incorrect code, concierge not informed, etc.).

Keys & Home Access

Please discuss all entry details (keys, fobs, codes, concierge access, lockboxes, etc.) before your first service. To avoid lockouts or missed appointment fees, we recommend arranging a secure, reliable method of entry in advance.

Order & Organize is not responsible for theft, damage, or loss if proper access instructions or secure key handling are not provided by the client.

Arrival Time & Scheduling

• Cleaning appointments are scheduled between 9:00 AM and 6:00 PM.
• You will receive an estimated 1-hour arrival window.
• Due to traffic, weather, and earlier appointments, exact arrival times cannot be guaranteed.
• If we can start early or anticipate delays, we will contact you as soon as possible.

Estimated Cleaning Time

All quotes and package recommendations are based on the information you provide at booking (home size, condition, and any add-ons requested).

• If cleaners determine more work is required than what is included in your booked package, management will contact you to discuss options.
• You may choose to upgrade your package or add extra services for an additional fee, or remain within your original package understanding that some tasks may not be completed.
• If we cannot reach you during the service, cleaners will complete as much as possible within the booked package and then leave when finished. You may schedule additional visits if more work is needed.

Service Environment

To ensure safety and efficiency:

• Please ensure your home is free from other tradespeople, movers, or major maintenance work during your cleaning.
• If our team is delayed or limited due to outside interference (e.g., movers blocking areas, active construction, wet paint), this time is still considered part of your scheduled appointment.
• Homes should be reasonably accessible and ready for cleaning upon arrival.

Holiday Closures

We are closed on all statutory holidays. Any affected appointments will be rescheduled in advance. The current list of statutory holidays is updated annually and may change from year to year.

Payment Policy

• Payment due: At or before each visit, unless otherwise arranged in writing.
• Accepted methods: E-transfer, cheque, or credit card (credit cards may be subject to a processing fee or minimum charge).
• Late payments: A $15 late fee applies if payment is not received within 7 business days of the service date.
• Accounts more than 30 days overdue may result in paused or canceled future visits until the balance is paid in full.
• Rates may adjust periodically (for example, to reflect wage or operating-cost increases). Clients with recurring service will be notified of any changes to their standard package pricing.
• GST applies to all services.

Preparation for Your Cleaning

We provide cleaning, not full tidying or organizing services by default.

For the best results within your package:

• Please take a few minutes to tidy and put away personal items, clothing, toys, dishes, and paperwork before our arrival.
• If significant tidying is required, some planned cleaning tasks may not be completed, or additional charges may apply if you choose to add time or services.

We follow standardized checklists for each service type (Cleaning on a Budget, Standard Cleaning, Deep Clean, Move-In/Move-Out). Special requests must be submitted at least 48 hours in advance so we can adjust your booking if needed.

Breakage & Damage Policy

Our cleaners take every precaution, but accidents might occur.

• If damage happens due to our error, we will work with you to repair, replace, or credit the reasonable value of the item.
• Clients must report any issues within 48 hours of service so we can review and respond.
• After 15 business days, the case is considered resolved.
• We are not responsible for pre-existing damage, instability, or improperly installed surfaces and fixtures.

24-Hour Satisfaction Guarantee

If you are not satisfied with a part of your clean that falls within your booked package and checklist, contact us within 24 hours of your appointment and we will return to re-clean the specific area(s) of concern.

This guarantee does not apply when:

• The appointment was intentionally limited by a smaller package or capped scope.
• Additional time or an upgraded package was recommended and declined.
• Concerns are reported more than 24 hours after the service.

Refunds are not provided; the guarantee is fulfilled through a re-clean of applicable areas.

Household Surfaces, Finishes & Fixtures

We assume that all surfaces, finishes, and fixtures in your home are properly installed, sealed, and suitable for cleaning with standard residential products.

We are not responsible for damage caused by inadequate installation, pre-existing defects, or surfaces that are not appropriate for cleaning. Our team does not perform repairs or maintenance work.

Our Team

• Our cleaners are thoroughly trained and supported to deliver consistent, professional results.
• Team members are insured, bonded, covered by WorkSafeBC, and protected under a commercial general liability policy.
• We do our best to assign the same cleaners to your home, but substitutions may occur due to scheduling or staffing needs.

Staff Solicitation

Clients may not hire, contract, or solicit Order & Organize employees to work directly for them or through another company without our written consent. If you wish to engage a team member independently, a referral fee will apply.

Gratuities

Gratuities are always appreciated but never expected. You may leave cash, a note, or include a tip with your payment if you choose.

Inside Your Home

Products

We prioritize eco-friendly, low-toxicity cleaning products wherever possible. If a stronger cleaning solution is needed to achieve reasonable results, we will only use it with your consent.

Pets

• We love pets, but their comfort and our team’s safety come first.
• Pets that are anxious, reactive, or uncomfortable with new people should be crated or placed in a separate room.
• Our staff do not walk pets, feed them, or clean up urine or feces.

Electronics & Valuables

Please let us know before your visit if there are any no-touch areas or delicate items so we can note these on your work order.

Special Requests & Service Limitations

Add-ons such as inside fridges, ovens, cabinets, or interior windows must be requested at least 72 hours before your appointment.

Service Limitations: For safety, health, and insurance reasons, our team cannot:

• Use ladders over 3 steps or clean above approximately 6 feet.
• Clean severe mold, heavy mildew, or areas with active bed bug infestations.
• Lift or move items over 20 lbs or heavy furniture.
• Shampoo carpets, clean upholstery, fireplaces, or BBQs.
• Empty cat litter boxes, remove compost, or handle large volumes of recycling.
• Clean garburators, ceilings, or wash floors by hand in spaces larger than about 10x10 feet.

Office Hours

Mailing List

By becoming a client of Order & Organize Cleaning Services, you agree to receive booking confirmations, reminders, and important policy updates. Your contact information is used for internal communication and marketing only and will not be sold or shared.