Terms of Service.

Acceptance of terms

These Terms of Service ("Terms") govern the relationship between Klager Cleaning ("we", "us", "our") and any individual or business ("you", "client") who books, requests a quote, or otherwise engages our cleaning services. By submitting a quote request, confirming a booking verbally or in writing, or accepting a clean at your property, you agree to be bound by these Terms. If you don't agree, please don't book with us.

Scope of service

Klager Cleaning provides residential and commercial cleaning services in the St. Catharines, Niagara, and Hamilton regions of 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

Quotes are provided after you submit a request through our quote form or contact us directly. Pricing is confirmed verbally or in writing before any work begins. Quotes are estimates based on the information you provide — if the actual scope on arrival is materially different, we will discuss pricing adjustments with you before proceeding.

We do not add hidden fees. What you're quoted is what you pay, unless scope changes are mutually agreed during or after the booking.

Booking & access

By confirming a booking, you commit to:

• Providing access to the property at the scheduled time — a key, lockbox code, being home, or any other method we've agreed on
• Ensuring a safe work environment — no pets that would interfere with or harm our staff, functional utilities, and reasonable ambient temperature
• Disclosing anything relevant — pet allergies in the home, hazardous materials, broken fixtures, special instructions
• Clearing the work area — our time is most efficient when surfaces are reasonably clear. If picking up belongings is part of the scope, we'll note that in the quote

If we arrive at the scheduled time and cannot access the property through no fault of our own, a lock-out fee of $50 applies, equivalent to our cancellation fee (see below).

Cancellation & rescheduling

Plans change — we get it. To keep scheduling fair for everyone, we ask for at least 24 hours' notice to cancel or reschedule a confirmed booking.

• 24+ hours' notice: No fee. We'll reschedule at your convenience.
• Less than 24 hours' notice, or same-day cancellation: A $50 cancellation fee applies. This covers the lost booking slot our team cannot refill on short notice.
• No-show or lock-out: A $50 fee applies, as described in the Booking & Access section above.

We do not require a deposit or hold funds in advance — the cancellation fee is invoiced separately if applicable.

If we need to cancel or reschedule on short notice (illness, weather, vehicle issues, staffing emergencies), we will notify you as early as possible and reschedule at no cost to you.

Satisfaction guarantee

We want every customer to be happy with the result. Our satisfaction guarantee is simple: if you're not satisfied with a clean, let us know and we'll work to make it right — within reason.

To qualify for a re-clean or adjustment under the guarantee:

• Contact us within 24 hours of the service, with specific concerns and photos if possible
• The issue must be within the scope and time allotted for your booking
• Access must be granted for us to return and address the issue

The satisfaction guarantee is applied at Klager Cleaning's reasonable discretion. We commit to good-faith effort to make things right, and we trust our clients to raise concerns in good faith.

Payment terms

Payment is due within 2 hours of service completion unless otherwise agreed in writing (e.g. commercial Net-15 terms).

Accepted payment methods:

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

Late payments: invoices unpaid after 7 days may incur a $25 late fee and are subject to collection. Repeatedly late accounts will be required to prepay future services.

Valuables & irreplaceable items

We cannot be responsible for damage to undisclosed valuables that could reasonably have been identified and excluded if we had known about them in advance. A simple "please don't touch the shelf in the dining room — the ceramics are irreplaceable" is all it takes.

Damages & liability

Accidents are rare but possible. If something is damaged as a direct result of our work, we will:

1. Notify you during or immediately after the service
2. Document the damage (photos, description)
3. Work with you on reasonable remedy — repair, replacement at comparable value, or monetary compensation

For everyday items, damages are typically resolved directly out of pocket as the most efficient path for both parties. For excessive damage — for example, to appliances, electronics, or expensive items — our insurance may be engaged at our discretion (see Insurance section).

Klager Cleaning's total liability for any single booking is limited to the value of the service performed, except where insurance coverage applies and is elected. We are not liable for:

• Pre-existing damage, wear, or conditions
• Damage to items not disclosed as valuable or irreplaceable (see Valuables section)
• Indirect, consequential, or incidental damages (e.g. lost work time, inconvenience)
• Damage caused by faulty fixtures, unstable surfaces, or conditions outside our control

Insurance

Klager Cleaning carries liability insurance. Engagement of our insurance policy for a damage claim is at Klager Cleaning's discretion, and is typically reserved for excessive or high-value damage (appliances, electronics, or items of comparable value). For small-value incidents, we generally resolve damages out of pocket directly with the client, as this is usually faster and simpler for both parties. Insurance claims, when made, follow our insurer's process and documentation requirements.

Right to refuse service

We reserve the right to decline, pause, or discontinue service at our reasonable discretion, including but not limited to situations involving:

• Biohazards — blood, bodily fluids, sewage, animal waste beyond normal household levels
• Mold remediation — we are not certified for remediation; surface cleaning of minor mold may be performed at our discretion
• Extreme hoarding conditions — environments that present a health, safety, or mobility risk to our staff
• Unsafe work environments — aggressive or unrestrained animals, verbal or physical harassment, intoxicated occupants, structural hazards, missing utilities
• Illegal activity — any situation involving unlawful conduct
• Non-payment — prior unpaid invoices with the client

If service is refused or discontinued upon arrival due to conditions discovered on-site, a $50 trip fee applies.

Feedback & reviews

We stand behind our work and welcome honest feedback — good or bad. Online reviews are a normal and important part of running a service business, and we respect every customer's right to share their experience.

If you are dissatisfied with a service, we strongly encourage you to contact us directly first. We will always work to make it right under our Satisfaction Guarantee. Most concerns can be resolved quickly when raised with us before going public.

Reviews containing defamatory statements, knowingly false claims, or content unrelated to the service actually performed (for example, circumstances outside our control) may be subject to legal review. This is not a restriction on honest reviews — only on content that crosses into defamation or falsehood.

Changes to these terms

We may update these Terms from time to time. Material changes will be reflected in the "Last updated" date at the top of this page. The Terms in effect at the time you book apply to that booking; updated Terms apply to future bookings.

Governing law

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. Any dispute arising out of or relating to these Terms or our services will be resolved in the courts of Ontario, Canada.

If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force.