Terms & Conditions

These are the complete terms, policies and privacy practices of itsGLO Cleaning Inc. ("itsGLO Cleaning", "we", "us"). By booking or using any of our services, and by ticking the agreement box at checkout, you confirm that you have read, understood and agree to these Terms. They apply to all clients and all services, and form the agreement between you and itsGLO Cleaning Inc. together with your booking confirmation

The essentials

Price: Fixed rate based on the details you give at booking. Your card is saved at booking and charged after the service is completed.
Cancel or reschedule: Free with 48 hours' notice (cancel) or 24 hours' notice (reschedule). Later changes carry a fee. The fastest way is your online client portal, open 24/7.
Access: Give us a key or door code, or be home to let us in. If we can't get in, the full fee applies.
What we don't do: Some things are not included in any service (for example biohazards, pest-related cleaning, and heavy lifting). See "What We Can't Clean or Do" below.

These are a summary. The full terms below apply to every booking.

Pricing & Payment

PRICING: Our prices are fixed rates, not estimates, and are in Canadian dollars. Applicable taxes are shown at checkout. Your price is locked in based on the details you give at booking: your property's size, its condition, and anything else that affects the work such as optional extras. If you choose a heavy build-up option, we may ask for photos so we can confirm your flat price before your visit. A price we have confirmed with you is the price you pay. Our fees are based on completing the specified cleaning tasks, not on time spent or the number of team members. Time frames we mention are a guide only and are not binding.

HOME CONDITION: If your home's condition is different from the booking. Occasionally a home is in a very different condition from what was described, for example far heavier build-up than expected or a much larger space. If that happens, we will contact you before we start to talk through your options. You can approve an updated price, or change to a service that fits the home's condition. We will never charge a higher price without your agreement. If we cannot agree on a way forward and cannot safely or reasonably complete the booked service, the appointment is treated as a same-day cancellation under "Cancellations & Rescheduling".

PAYMENT: When you book, your card is securely saved. A pre-authorization hold for the service amount is placed up to 3 days before your appointment, and your card is charged after the service is completed. By booking, you authorize itsGLO Cleaning to charge the card on file for: the service; add-ons you approve; and any cancellation, rescheduling, access, lockout or other fees that apply under these Terms. We accept major credit and debit cards. If a payment is declined or disputed without valid cause, the full service amount, plus any applicable fees, remains your responsibility.

Cancellations & Rescheduling

Your appointment time is reserved exclusively for you. We schedule and pay our team for it, and a late change rarely leaves enough time to fill the slot. The fees below are a reasonable estimate of that cost, not a penalty. "Service fee" means the price of your booked service, including add-ons. "Scheduled start time" means the start of your arrival window.

Cancellations

48 hours or more before your scheduled start time → No charge
Between 24 and 48 hours before → 50% of the service cost
Less than 24 hours before → 100% of the service cost

Rescheduling

24 hours or more before your scheduled start time: no charge
Less than 24 hours before, before 8:00 AM the day of cleanign: $100 fee
After 8:00 AM on the day of the cleaning: 100% of the service cost

If an appointment is cancelled or rescheduled after our team is on its way or has arrived, or our team cannot access the property (see "Accessing Your Property"), the full service fee is charged. "On its way" means from the moment we send you our "on our way" notice or our team's travel to your property is logged, whichever is earlier. Cancellation and rescheduling fees are non-refundable.

How to cancel or reschedule. The fastest way is your online client portal. It is available 24/7, and your change takes effect the moment you submit it. During our phone desk hours (Monday to Friday, 8:45 AM to 5:30 PM ET, excluding statutory holidays) you can also call, text or email us. Outside those hours, please use the portal. Changes sent by call, text, email or voicemail outside phone desk hours are treated as received at 8:45 AM on the next phone desk day, and any fee is based on that time. This rule applies to every notice under these Terms, including satisfaction and damage reports.

If we cancel, or cannot provide your service, you are not charged. We will offer you the next available time or refund what you have paid.

Recurring Service Terms

Recurring cleaning has no long-term commitment. To end your plan, give us at least one (1) week's notice through the portal or our phone desk. Any appointment inside that notice period is treated under the standard Cancellations & Rescheduling terms above, as is any single appointment you cancel or move.

Promotional first clean: if you enroll in a recurring plan, your first appointment may be a deep clean at your recurring rate (a promotional rate). If you cancel the plan before four (4) cleanings are completed, the difference between the promotional rate and our standard deep-clean rate is charged to the card on file. This is disclosed when you enroll.

What We Can't Clean or Do

Not included in any service, and not available as add-ons:

Biohazards of any kind (bodily fluids, blood, crime scenes, medical waste), needles and sharps
Animal waste (cages, pet accidents, litter boxes)
Pest-related cleaning (cockroaches, bed bugs, mice, rodents, droppings or pest remains)
Mold growth or mildew that needs remediation, and fire, smoke, soot or water/flood damage
Paint chips on floors or any surface, and construction debris beyond what is described in your booked service
High or delicate fixtures (ceilings, chandeliers, mosquito nets)
Hoarder conditions, or properties requiring specialized remediation
Sliding door and window tracks
Adhesives or substances needing scraping or removal beyond normal cleaning methods
Areas behind or beneath heavy appliances or furniture that were not moved before we arrive
Rooms or areas that are locked, blocked or otherwise inaccessible on the day
Repair, restoration, or removal of permanent stains, scratches, etching or damage. We clean; results depend on the condition of the surface.

Safety limits: Our team will not lift or move objects over 35 lbs (including fridges, stoves, washers, dryers and heavy furniture), use ladders, go above a 2-step stool, stand on unstable surfaces, or touch hazardous or potentially unsafe materials (bodily fluids, needles, hazardous substances). If you want spaces behind or beneath heavy items cleaned, they must be moved before we arrive.

Unsafe or excluded conditions on arrival: If our team must stop or leave because of an excluded or unsafe condition, such as an intoxicated or threatening person, an aggressive or unsecured animal, illegal drugs or paraphernalia in open view, an unsecured firearm, or a pest infestation, we will notify you promptly. If the condition was caused by you or not disclosed to us before the appointment, the full service fee is charged, whether or not any cleaning was completed. If it was not caused by you and could not reasonably have been known, we will reschedule at no charge or charge only for work completed.

Pest infestations. If we find pests (including ants, termites, roaches or bed bugs) or evidence such as dead roaches or droppings that affect team safety or the cleaning, we will suspend the service immediately. Please have any pest issue treated by a licensed provider before booking.

Add-on scope

Spot cleaning of walls: light marks only (smudges, fingerprints, minor surface dirt). It is not a substitute for painting or full wall washing. We may use magic erasers; we are not responsible for paint removal or surface damage, which is common with older, loose or unstable paint.
Balcony cleaning: wiping railings, a basic mop of the floor, and exterior windows within safe reach. Staff will not climb or use ladders.
Washer and dryer interior: sanitizing the inside and wiping accessible surfaces. Maintenance clean only, not a mechanical service.
Dishwasher interior: cleaning the inside, scrubbing the filter and wiping accessible surfaces. Refresh clean only, not a mechanical service.

Protection of Valuables

We encourage clients to store valuables, irreplaceable items, and fragile objects securely before our team arrives. Please inform us in advance of any items that should not be cleaned or handled. While our team exercises great care, itsGLO Cleaning is not liable for loss or damage to items that have not been appropriately secured.

Safety Measures

At itsGLO Cleaning, the safety and well-being of our team members are our highest priorities. Therefore, we implement the following protocols:

Our team members will not lift objects exceeding 35 lbs or handle items that could present an unreasonable safety risk. We kindly request heavy furniture or appliances be relocated prior to our arrival to ensure clear access.

Employees will not ascend beyond the height of a 2-step stool, use ladders, or position themselves on unstable surfaces.

Hazardous or potentially unsafe materials (e.g., bodily fluids, needles, hazardous substances) will not be touched. If extreme contamination or unsafe conditions are detected (e.g., intoxicated individuals, aggressive animals, narcotics, or firearms), the team will vacate the premises. In such cases, clients remain responsible for the full service cost. Should this occur, we will promptly notify you.

Preparing for Your Clean

Accessing Your Property

For smooth service, we recommend providing a key, lockbox or door code in advance. Keys are stored securely, are never labelled with personal information, and are never sent by mail. If that isn't possible, a responsible adult must be present to let our team in. You are also responsible for any building, concierge or parking access.

Every appointment includes a one-hour arrival window, told to you at booking. Our team may arrive up to 30 minutes after the end of the window (the same allowance appears in your reminder), so please be reachable and have access available through that time. If our team arrives and cannot get in, we will wait at least 30 minutes and try to reach you at least 3 times by phone, plus text or email, using the contact details on your booking. If we still cannot get in, the appointment is treated as a same-day cancellation and 100% of the service fee is charged. By then your time slot has been held for you, our team has been dispatched and paid, and the slot can no longer be offered to another client.

Pets

Please tell us in advance if pets will be present, and secure them for the whole visit. We will work around pets where possible. If a pet poses a safety risk to our team (for example an aggressive dog), we may leave, and the full service fee applies. We are not responsible for pets that escape during our team's entry or exit.

Security alarms

Deactivate your alarm before we arrive, or give us the code and input sequence in advance. We are not responsible for false alarms triggered by an active system that was not disclosed or deactivated.

Valuables

Please store valuables, irreplaceable items and fragile objects securely before we arrive, and tell us about anything that shouldn't be cleaned or handled. We are not liable for loss or damage to items that were not properly secured.

Products & Supplies for Cleaning

We supply all cleaning equipment and products. Unless you tell us in advance about specific product preferences or restrictions, our team will use our standard products at its discretion. If you want us to use your own products or equipment, you must tell us before the appointment. We are not liable for damage or poor results arising from client-supplied products or tools, and you accept responsibility for their performance and safety.

Limitation of Liability

Limits of liability. To the extent the law allows: (a) our liability for property damage or loss is limited to ten (10) times the service fee for the appointment in which it occurred; (b) our liability for key replacement is limited as stated above; and (c) we are not liable for indirect, punitive, consequential or special damages, including lost profits, the cost of substitute services or lost opportunities. Nothing in these Terms limits liability that cannot lawfully be limited.

Satisfaction Guarantee

If you're not satisfied with any part of your cleaning, let us know within 24 hours of the service, with photos of the areas of concern if possible. We'll arrange a return visit, normally within 48 hours, to re-clean those areas at no charge. Return visits are not available more than 48 hours after the original service, as everyday use and dust affect a home's condition after that time.

The guarantee covers work within your booked service and does not cover items listed under "What We Can't Clean or Do". Please contact us first so we can make it right. Most concerns are resolved the same day.

Refunds

Cancellation and rescheduling fees are non-refundable. Quality concerns are resolved through the Satisfaction Guarantee re-clean. If a re-clean isn't possible or doesn't resolve a genuine concern, we will review the matter and may offer a partial refund at our discretion. If we cancel or cannot provide your service, see "If we cancel" above. Refunds go back to the original payment method. Nothing in these Terms limits any rights you have under Ontario's Consumer Protection Act, 2002.

Damage & Loss Claims

Please report any damage or loss within 24 hours of the service, with photos if possible. Later reports are harder to verify, and we may decline claims we cannot verify. We may inspect, and may engage professionals to assess and repair any damage. If our team loses or miscodes your keys, we will cover key replacement and locksmith fees up to $100 per property:

Unsecured or improperly anchored items (e.g., pictures, shelves, fixtures)
Pre-existing damage (e.g., scratches, dings, stains)
Damage resulting from faulty or improper installations
Unsealed surfaces (e.g., marble, granite) that are susceptible to damage during routine cleaning
Freshly painted walls, newly installed caulking, or newly installed flooring
Accidents or injuries to clients or third parties unrelated to our direct actions, including slips or falls. Clients must ensure a safe environment and communicate any hazards before service begins.

Photos & Service Records

As part of our standard procedure, our team may photograph the areas cleaned before and after service to document the property's condition and the work completed. If you prefer we don't take photos, please tell us before your appointment and we'll note it on your booking. Photos, appointment records, and our team's arrival and departure times (including location check-ins at your address) may be used to confirm the service delivered and to respond to questions, complaints or payment disputes about your booking. We only photograph the areas we clean. We do not photograph people, personal documents or screens.

Privacy

This section is our privacy policy. It explains how itsGLO Cleaning Inc. handles your personal information, in line with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA).

What we collect. Your name, service address, phone number and email; access details you give us (keys, door or alarm codes, building instructions); details about your property and pets; booking, payment and messaging history; call recordings and message records with our team; photos taken during service; and our team's arrival and departure times and location check-ins at your address. Your card details are handled by our payment processor. We do not store full card numbers.

Why we collect it. To book, schedule and perform your service; to reach you about it; to take payment and apply any fees; to keep our team and your property safe; to confirm the service delivered and respond to complaints, damage claims and payment disputes; to meet legal, tax and accounting duties; and to improve our service. By booking, you consent to this use. We send marketing messages only with your consent, and you can unsubscribe at any time.

Who sees it. Our team members and office staff, only as needed for your booking. Service providers who help us run the business, such as payment processors, scheduling, messaging and cloud storage providers, may process it for us under agreements that require them to protect it. Some of these providers may store or process data outside Canada, where it may be subject to local laws. We may disclose information where the law requires it, to protect our team or property, or to a card issuer or payment processor to respond to a dispute. We do not sell your personal information.

How long we keep it. Photos and location check-ins are kept for up to 24 months after the service, and other booking records for as long as we need them for the purposes above and for tax, legal and dispute-resolution requirements. We keep any record connected to an open claim or dispute until it is resolved. After that, we delete or anonymize it.

Security. Access codes and keys are handled under restricted access. We use reasonable technical and organizational safeguards to protect your information, but no system is completely secure.

Your choices and rights. You can ask to see the personal information we hold about you, correct it, or withdraw your consent to certain uses. You can ask us to stop taking photos at your home at any time. If you withdraw consent or ask us to delete information we need to provide the service or defend a dispute, we may not be able to continue the service, and we may keep what the law or an open dispute requires. To make a request or raise a privacy concern, contact us at info@itsglocleaning.ca. If we cannot resolve it, you may contact the Office of the Privacy Commissioner of Canada.

Communications & Booking for Someone Else

Appointment confirmations and reminders are sent to the email address and phone number(s) entered at booking.

Call recording. All calls with itsGLO Cleaning are recorded for quality, training, dispute-resolution and record-keeping purposes. By continuing a call with us, you consent to this. If you would rather not be recorded, you can use your online portal, text or email instead.

If you book a cleaning for another person or address (for example a family member or tenant), you remain our customer and are responsible for payment, for access, and for sharing the appointment details with the person on site.

General

Governing law. These Terms are governed by the laws of Ontario and the federal laws of Canada that apply there.
If part is unenforceable. If any part of these Terms is found unenforceable, the rest still applies.
Changes. We may update these Terms. The version in force when you book applies to that booking. For recurring clients, we will email you about changes, and continuing to book after that means you accept them.
Contact. info@itsglocleaning.ca · (647) 724-4456