Terms of Service

1. Company Overview

Mapleora is a residential cleaning service based in Ottawa, Ontario, providing professional home cleaning services including standard cleaning, deep cleaning, and move-in/move-out cleaning.

2. Services Provided

We offer:

• Standard recurring cleaning
• Deep cleaning
• Move-in / move-out cleaning
• Optional add-on services

Service scope is based on agreed services at booking.

3. Booking & Payment Terms

• Quotes are based on provided information and may be adjusted if conditions differ
• Payment is due upon completion unless otherwise agreed
• Accepted methods: e-transfer to payments@mapleoracleaning.com
• Late payments may incur fees

4. Cancellations & Rescheduling

• 24+ hours notice: No charge
• Less than 24 hours notice, or same-day: Up to 100% charge

We may reschedule due to illness, weather, or emergencies.

5. Access to Property

Clients must ensure access at the scheduled time.

If we cannot enter:

• It may be treated as a cancellation
• A fee may apply

6. Condition of Home

• Excess clutter may limit cleaning
• Heavily soiled homes may incur additional charges
• Unsafe or unsanitary conditions may result in refusal of service

7. Satisfaction Guarantee

• Issues must be reported within 24 hours
• We will return to address valid concerns at no additional cost

8. Limitations of Liability

• We are not responsible for pre-existing damage or normal wear and tear
• Clients must disclose fragile or valuable items
• Liability is limited to the cost of the service provided

9. Damage Claims Process

We take care in every home. In the rare event of damage:

• Claims must be reported within 24 hours of service
• Photo evidence may be required
• We may attempt to repair, replace, or offer compensation at our discretion
• Claims for pre-existing damage or improperly secured items may be denied

10. Health & Safety

We reserve the right to refuse or stop service if conditions are unsafe, including:

• Hazardous materials
• Unsafe structures or environments
• Aggressive or uncontrolled pets

11. No Heavy Lifting / Hazardous Cleaning

For safety and liability reasons, Mapleora does not:

• Move heavy furniture or appliances (over ~25 lbs without assistance)
• Handle biohazard materials, including bodily fluids, mold infestations, pest infestations, or human/animal waste beyond normal household cleaning
• Perform hoarding, post-construction, or hazardous remediation cleaning unless explicitly agreed in writing

If such conditions are present, service may be declined or modified.

12. Pets

• Pets must be disclosed in advance
• Clients are responsible for securing aggressive animals

13. Use of Cleaning Products

We prioritize Canadian-made cleaning products wherever possible, supporting local businesses and responsible sourcing.

Clients must notify us of any allergies or sensitivities.

14. Lockout & Key Handling Policy

To ensure smooth service, clients may provide entry via: key, lockbox, or door code.

Lockouts:

If we cannot access the property, it may be treated as a no-show and charged accordingly.

Key Handling:

• Keys and access codes are stored securely
• We do not label keys with identifying information
• Clients are responsible for notifying us of any changes to access details

Mapleora is not liable for issues arising from incorrect or outdated access information.

15. Recurring Services

• Recurring service frequency is agreed upon in advance
• Pricing may be adjusted with notice
• Missed appointments may affect scheduling priority

16. Website Use

• Website content is owned by Mapleora
• Unauthorized use or copying is prohibited

17. Privacy

We collect only necessary information to provide services and do not share personal data except as required.

18. Changes to Terms

Mapleora reserves the right to update these Terms at any time. Updates will be posted with a revised effective date.

19. Contact Information

Mapleora
Ottawa, Ontario
Phone: (343) 338-1735
Website: www.mapleoracleaning.com
Email: info@mapleoracleaning.com
Payments: payments@mapleoracleaning.com