Tidy Tower Cleaning Services — Service Policies
By booking with Tidy Tower Cleaning Services, the client agrees to the following service policies.
1. Quotes, Pricing, and Approval
All quotes are based on the information provided at the time of booking, including unit size, condition, package selected, and any requested extras. Final pricing may change if the condition of the unit, amount of buildup, accessibility of surfaces, or scope of work differs materially from what was disclosed when booking.
If additional time, labour, or add-ons are required, Tidy Tower Cleaning Services will advise the client before proceeding where reasonably possible. Continued service after notice of additional charges constitutes approval of the updated total.
2. Deposits and Payment Terms
A deposit may be required to confirm a booking. Bookings are not guaranteed until the deposit has been received.
Unless otherwise agreed in writing:
- deposits are applied toward the total service cost
- the remaining balance is due by arrival time on the day of service, or as otherwise stated on the invoice
- Tidy Tower Cleaning Services may pause, delay, or refuse service if payment terms are not met
Late or unpaid balances may result in cancellation of future appointments.
3. No Refunds for Completed Services
All completed cleaning services are final and non-refundable.
Because cleaning is a labour-based service and results depend on the condition and preparation of the unit, refunds are not provided once service has been performed.
If a client is dissatisfied with any specific area cleaned, the client must notify Tidy Tower Cleaning Services within 24 hours of service completion, with photos where requested. At Tidy Tower Cleaning Services’ sole discretion, a reasonable re-clean of the disputed area may be offered instead of a refund. Refund requests for completed services will not be honored.
4. Satisfaction and Re-Clean Policy
Concerns must be reported within 24 hours of the appointment. Tidy Tower Cleaning Services reserves the right to inspect the concern, request photos or videos, and determine whether the issue falls within the original booked scope.
If a concern is accepted as valid, Tidy Tower Cleaning Services may offer a limited re-clean of the affected area only. Re-cleans are not available for:
- areas not included in the original booking
- issues caused after the service was completed
- heavy-condition areas not disclosed in advance
- results limited by clutter, blocked access, or unsafe conditions
- personal preference where the requested result exceeded the booked scope
5. Client Preparation and Accessibility
The client is responsible for ensuring the unit is reasonably prepared for cleaning before arrival.
This includes:
- clear access to the unit
- clear access to sinks, tubs, showers, toilets, countertops, and floors
- removal of excessive clutter from surfaces to be cleaned
- emptying fridges, ovens, cabinets, and drawers if interior cleaning has been requested
- securing pets where necessary
- ensuring water, electricity, and safe lighting are available
Tidy Tower Cleaning Services is not responsible for reduced results, missed areas, or extra charges where the unit is not properly prepared or surfaces are not reasonably accessible.
6. Condition of Unit / Heavy Buildup / Pest or Sanitation Issues
The client must disclose in advance if the unit has unusually heavy dirt, grease, grime, pest activity, bodily fluids, hoarding conditions, mold concerns, construction debris, smoke buildup, or other sanitation issues.
If the condition of the unit is significantly worse than disclosed, Tidy Tower Cleaning Services may:
- revise the quote
- reduce the scope to what can reasonably be completed in the booked time
- require additional time or payment
- refuse or stop service for health, safety, or quality reasons
Failure to disclose extreme-condition issues does not entitle the client to a refund.
7. Add-Ons and Package Scope
Standard Clean, Deep Clean, and add-on services are separate offerings. Deep Clean is a standalone package. Add-ons are optional extras and are only included if specifically booked or approved.
Items not expressly included in the confirmed booking are not part of the service, even if mentioned casually before, during, or after the appointment.
8. Extra Time
If a job requires more time than originally booked due to actual condition, accessibility, or additional approved requests, extra time may be charged.
Where possible, Tidy Tower Cleaning Services will notify the client before continuing past the original booking window. If the client is unreachable and the cleaner continues working to complete the job, the additional time may still be invoiced where reasonably necessary due to the disclosed or actual condition of the unit.
9. Cancellations, Rescheduling, No-Show, and Lockout
Cancellations or rescheduling requests made 48 hours or more before the appointment may be approved without penalty.
For changes made less than 48 hours before the appointment, Tidy Tower Cleaning Services reserves the right to retain the deposit and/or charge a cancellation fee.
If the client cancels on the day of service, is unreachable, fails to provide access, provides incorrect access details, or otherwise causes a no-show or lockout after arrival or while en route, the client may be charged up to the full reserved service amount.
10. Right to Refuse or Stop Service
Tidy Tower Cleaning Services reserves the right to refuse or stop service at any time if conditions are unsafe, unsanitary beyond the agreed scope, threatening, inaccessible, or materially different from what was disclosed.
Examples include but are not limited to:
- aggressive pests or infestation
- biohazard or bodily fluids
- exposed needles or hazardous materials
- unsafe structural or electrical issues
- aggressive or unsecured animals
- harassment, abusive conduct, or unsafe behavior toward the cleaner
If service is refused or stopped for these reasons, deposits and travel time may remain chargeable.
11. Heavy Furniture, Appliances, and Fragile Items
Tidy Tower Cleaning Services does not move heavy furniture, large appliances, or overloaded items. Areas blocked by heavy or delicate items may be skipped.
The client is responsible for advising of fragile, loose, unstable, damaged, or valuable items in advance. Tidy Tower Cleaning Services is not liable for damage resulting from pre-existing wear, improper installation, weakened fixtures, unstable furniture, or items not disclosed as fragile.
12. Damage, Breakage, and Pre-Existing Condition
Any concern about breakage or damage must be reported within 24 hours of service completion, with photos where possible.
Tidy Tower Cleaning Services is not responsible for:
- pre-existing damage
- stained, etched, worn, rusted, or deteriorated surfaces
- damage caused by improper installation or defective materials
- normal wear and tear becoming more visible after dirt is removed
- items that are loose, top-heavy, or placed unsafely
13. Photos and Videos
Tidy Tower Cleaning Services may take photos or videos before, during, and after service for quality control, training, documentation, dispute resolution, and protection against false claims.
Tidy Tower Cleaning Services will not intentionally publish identifying personal information such as addresses, mail, or personal documents without permission. By booking, the client consents to reasonable visual documentation of the condition of the unit and the work performed.
14. Laundry and Time-Based Add-Ons
Laundry, dishes, and similar time-based tasks are completed based on the machines, cycle times, and access available at the property. Completion of all loads or all time-based extras within a fixed appointment window is not guaranteed unless expressly agreed.
15. Entry Windows and Access
The client must provide accurate buzzer, entry, parking, and access instructions before the appointment. Delays caused by missing or incorrect access information may shorten the service time or result in extra charges.
16. Recurring Services
Recurring appointments may be paused or canceled by either party with reasonable notice. Discounts or special pricing tied to recurring service may be removed if the recurring plan is canceled or materially changed.
17. Gift Cards, Credits, and Promotions
Promotional discounts, credits, and gift cards:
- have no cash value
- cannot be retroactively applied to completed services
- may not be combined unless expressly stated
- may be refused if used contrary to the terms of the offer
Service credits, if ever issued, remain valid only for future service and are not redeemable for cash.
18. Privacy and Communication
By booking, the client consents to receiving service-related emails, texts, calls, invoices, reminders, and follow-up communications from Tidy Tower Cleaning Services.
19. Policy Changes
Tidy Tower Cleaning Services may update these policies at any time by posting the revised version on its website. Continued use of the service after an update constitutes acceptance of the revised policies.
20. Contact
Tidy Tower Cleaning Services
Toronto, Ontario
Website: https://tidytowercleaning.ca