Effective Date: July 29, 2020

These Terms and Conditions (the “Agreement”) govern the provision of cleaning and related services (“Services”) by A to Z Cleaning Expert (“A to Z Cleaning Expert,” “we,” “us,” or “the Company”) to any individual or entity (“Client,” “you,” or “your”). By booking or using our Services in Ontario or Quebec, you acknowledge that you have read, understood, and agree to be bound by this Agreement.

A to Z Cleaning Expert reserves the right to modify these Terms at any time without prior notice. Continued use of our Services following any changes constitutes acceptance of the updated Terms.

1. Scope of Services
A to Z Cleaning Expert provides residential, commercial, Airbnb, and post-construction cleaning services. The scope of work will be defined at the time of booking or within a signed service contract. Additional or specialized requests must be expressly included in the work order or authorized by written agreement before the service date.

2. Contracts and Service Agreements
We offer both one-time and long-term service agreements. Long-term contracts will outline the frequency, scope, pricing, and duration of services and may include renewal or termination clauses as mutually agreed upon in writing.

3. Bookings and Payments
Services are confirmed once full payment or an authorized deposit is received. We accept credit cards (Visa, Mastercard, AMEX) and Interac e-Transfer. Cash payments are accepted only upon prior written approval. Unpaid balances are subject to interest charges of 2% per month (24% annually) until settled in full.

4. Refunds and Satisfaction Guarantee
Due to the customized nature of our work, A to Z Cleaning Expert does not offer refunds. If you are dissatisfied with the quality of service, notify us within 24 hours and provide photo evidence of missed areas or concerns. We will arrange a complimentary re-clean within 24–48 hours of notification.

5. Cancellations, Rescheduling, and Access
Appointments cancelled within 24 hours of the scheduled time are subject to a $79 late cancellation fee. If our team cannot access the premises, a lockout fee of $79 plus applicable travel charges may apply.

6. Post-Construction Cleaning
Post-construction and renovation cleanings involve dust and debris requiring specialized care. These services are billed at our post-construction rate and may require multiple visits depending on project size.

7. Equipment and Supplies
A to Z Cleaning Expert provides all standard cleaning products and professional-grade supplies. Clients must provide a working vacuum cleaner and mop unless alternative arrangements are made in advance.

8. Arrival Window and Scheduling
We operate within a two-hour arrival window to accommodate traffic, weather, or prior job completion times.

9. Conduct and Professional Standards
Our cleaning teams are trained professionals who adhere to strict standards of courtesy and confidentiality. They are not permitted to perform non-cleaning related tasks or use client property for personal purposes.

10. Pets and Safety
Pets must be secured or confined during cleaning. A to Z Cleaning Expert is not responsible for pets that escape or cause injury during service.

11. Damages, Liability, and Limitations
If damage is caused by our team, report it within 24 hours of service completion. We may repair or replace the item up to its verified value. Our aggregate liability shall not exceed the total amount paid by the client for the disputed service.

12. Quality Assurance
We regularly conduct quality control audits through follow-up calls, inspections, and customer feedback.

13. Health, Safety, and Work Limitations
We do not clean hazardous substances, mold, or infestations. Our staff cannot climb ladders beyond two steps or lift objects exceeding 20 kilograms (44 pounds).

14. Photography and Documentation
Before-and-after photos may be taken for quality assurance and proof of completion. Photos will never include identifiable client information.

15. Privacy and Confidentiality
All personal data collected is handled in accordance with applicable federal and provincial privacy laws. We do not disclose information to third parties except as required by law.

16. Holidays and Scheduling Adjustments
We observe the following holidays: New Year’s Day, Canada Day, Labour Day, Thanksgiving, Christmas Eve, and Christmas Day.

17. Long-Term Contract Termination
Clients in long-term agreements may terminate by providing 30 days’ written notice. A to Z Cleaning Expert may terminate or suspend service if payment obligations are not met or unsafe conditions exist.

18. Non-Solicitation of Staff
Clients agree not to directly employ or solicit A to Z Cleaning Expert employees or contractors for 24 months following their last assignment. Breach of this clause will result in a placement fee equal to 20% of the employee’s annual compensation.

19. Governing Law and Dispute Resolution
These Terms shall be governed by the laws of both the Province of Ontario and the Province of Quebec, depending on where the service was performed. Disputes shall first be resolved through good-faith negotiation, and if unresolved, by binding arbitration under the laws of the province in which the service was rendered.

20. Disclaimer of Warranties
All Services are provided “as is.” A to Z Cleaning Expert does not guarantee that every stain, odor, or residue can be completely removed. We disclaim all implied warranties to the maximum extent permitted by law.

21. Entire Agreement
This document constitutes the full agreement between the Client and A to Z Cleaning Expert and supersedes any prior oral or written communications.

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