Arrival Times: due to the unpredictable nature of cleaning, we cannot guarantee our exact time of arrival. We require the flexibility to arrive and depart between the hours of 9:00am and 6:00pm. For your convenience we can provide you with an estimated window in which to expect our arrival, however, we reserve the right to arrive later than the estimated window due to circumstances beyond our control, such as inclement weather, traffic conditions, unforeseen cancellations, etc. Should we arrive for a scheduled service to find we are unable to access your home or turned away at the door; our Lockout Policy will apply.

Supplies: We provide all the products and cleaning equipment required to clean your property. We use “as little chemicals as possible” to clean your home.

We use our own professional cleaning products. If you have an aversion to something, please let us know. For liability reasons, our teams are not permitted to use customer supplied products or equipment without pre-approval from the office. We do not provide trash liners.

Deposits: all deposits are non-transferable and non-refundable. All single and initial services require a 50% nonrefundable, non-transferable deposit to secure service on the schedule. This deposit will be charged to the credit card entered online or given over the phone upon booking and will be applied towards the service invoice.

Promo Codes: customers may use one discount or promo code per booking. The customer may not use the same discount code twice for the same address regardless of if it is a different date or time. However, the customer is allowed to give the discount code to a friend or family member for use at a different address. All discount codes are valid until they expire. Discount codes cannot be used with other discount codes, offers, or promotional pricing.

Pests: we do not clean homes with a history of bedbug activity. You agree that there has been no bedbug activity in your home in the last 12 months. We do not clean homes with rodent feces, present or rodent activity. We did not clean homes with insect infestations. If we send a team to your home and the team discovers evidence of pest activity, we will immediately extract the team and charge you 50% of your budgeted service as well as any cost required to decontaminate our team equipment and vehicle up to $250. When in doubt don’t book a service.

Pets: For the safety of our team and your pets, all animals must be secured in a separate, enclosed area away from the cleaning space during the entire duration of the service. Clients are responsible for ensuring pets are properly contained prior to our team’s arrival. Makani teams will not handle, restrain, or relocate pets under any circumstances. If pets are loose, aggressive, or interfere with the cleaning process, our team reserves the right to refuse or discontinue service, and a cancellation or partial service fee may apply. We are not liable for the escape, injury, or stress of pets that are not properly secured. Please inform us in advance of any pets in the home, so we can take appropriate precautions (e.g., allergies, sensitivities). By booking our services, you agree to comply with this pets policy.

Single & Initial Service: All SINGLE & INITIAL cleans are billed at a flat rate. Because we quote properties sight unseen, your SINGLE or INITIAL service is estimated to take 3 hours. Should the team arrive and realize more time is needed due to incorrect service booking, we will call you, at the number you provided at time of booking, to advise you of our recommendations. Therefore, please keep your phone on. If the team requires additional time and we cannot reach you at the number provided, we will continue with the originally scheduled service. For example, if you booked a regular clean, but upon arrival our team discovers the space requires a deep clean and we cannot reach you, we will continue with the regular clean. If additional service is required, but not approved, the team will exit after the original service is completed. The team is not authorized to deviate from the work order without prior approval from management. If the team is instructed to skip an area that is included in the flat rate, the rate will not be reduced.

Single & Initial Service Cancellations or Rescheduling: Cancellations or rescheduling must be made more than 24 hours in advance, during business hours. Cancellations or rescheduling made less than 24 hours in advance will be charged a $100 cancellation fee. Same day cancellations will be considered lockouts and subject to be billed at 100% of the scheduled service fee.

General Exclusions: Our teams are not permitted to move refrigerators or ranges, therefore will not clean behind them unless the property owner can move these items for the team during the service. The following items are not included in any scope of service: mold remediation, mildew remediation, hard water scale buildup removal, wall washing, taking apart and washing light fixtures, chandeliers, removing and washing window screens, inside laundry appliances, window tracks, removing windows, washing unfinished concrete floors, hoarding situations, heavy organizing, sorting, decluttering, scrubbing floor grout, or any item deemed a restoration item.

Recurring Service: Your Recurring Service (after the Initial Clean) is flat rated, and may be offered at a reduced rate based on frequency, the details of service, and rooms quoted. Anything additional, including the cleaning of rooms not originally quoted, need to be arranged prior to the service with the office as additional fees will apply. Your team is not authorized to deviate from the work order without prior approval from management. If the team is instructed to skip an area that is included in the flat rate, the rate will not be reduced.

Rescheduling a Recurring Service: A Recurring Service may be rescheduled provided:
● there is availability on the schedule,
● the rescheduled date is within 5 days of the original scheduled date,
● a minimum of one full business day’s notice is provided. An entire business day must sit between the notice and the scheduled service date, for example:

Scheduled Service Day	Notice Deadline (one full business day, by 9:00 am)
Monday	Friday by 9:00 am
Tuesday	Monday by 9:00 am
Wednesday	Tuesday by 9:00 am
Thursday	Wednesday by 9:00 am
Friday	Thursday by 9:00 am

Makani Cleaning Solutions is CLOSED on all general holidays. For the purpose of providing notice, these dates are not considered business days.
● Service dates added outside the allowable 5-day reschedule window will be treated separately from the Recurring Service schedule. This means the rescheduled date will not reset your regular Recurring Service schedule. ** The originally scheduled service date will remain billed as a Skip at 25% of the recurring service set rate.

Cancelling or Skipping a Recurring Service: A minimum of ONE FULL business days’ notice is required to cancel or skip a scheduled Recurring Service. Less than 1 full business days’ notice will be considered a Lockout. Lockouts will be billed at 100% of the Recurring Service rate. A Skipped Recurring Service will be billed at 25% of the Recurring Service rate to cover the additional time required to complete the service on the next visit.

Lockouts: If for any reason the team cannot access the home on the day and time of the scheduled service, it will be considered a Lockout. Lockouts are billed at 100% of the scheduled service rate.

Team Assignments: Best efforts will be made to schedule the same team on a Recurring Service, however due to circumstances beyond our control, we cannot promise the same team members on each visit.

Health & Safety: For health and safety reasons, our teams will not move heavy items unless they can be lifted/moved with one hand while vacuuming. Our teams are only permitted to clean what they can reach without additional equipment. Climbing on counters, or customer supplied ladders or stools is not permitted. We require clean non-marking shoes to be worn by staff at all times when working in your home. Our Teams are not permitted to clean bodily fluids of any kind. (urine, feces, vomit, soiled clothing or other similar hazards.) We do not clean or touch litter boxes. We are legally obligated to provide a smoke free workplace environment. Please refrain from smoking in the home during your cleaning service.

Weather: Makani Cleaning Solutions will be unable to service homes that are outside of city limits on any day where Transport Canada has deemed highway travel unsafe due to inclement weather. In the event of heavy snow, a SNOW DAY will be called. In this event, you will be notified by 8:30am via email that we have closed for the day. Re-scheduling will be subject to availability.

Right of Refusal: Makani Cleaning Solutions reserves the right to turn down any job for any reason.

Rate Changes: We reserve the right to evaluate rates at any time. In this event, we would contact you to discuss price and service audits.

Tipping: Tipping is neither required, nor expected, but always appreciated. You may call our office to set up an automated tip or add a tip to your final invoice. 100% of tips are attributed to the team members assigned to your service. We do not accept cash tips.

Payment: Payment is due at the time services are rendered. Payment will be charged to the credit card we have on file for your account upon the completion of the service. We accept most major credit cards and e-transfer as payment methods. All billing inquiries should be made to the office and not with the team onsite. Please note, e-transfers may be accepted for deposits to book your service but are not accepted for final payments.

Collections Fee: If your account goes to our collections department it will be charged a $30 collections fee every thirty (30) days in collections. Discount codes are not valid in collections debt, and the customer will be expected to pay the full retail amount including any fees that have been added. Any late payments that go past 30 days from the date of the invoice will be placed into collections.

Holidays: Makani Cleaning Solutions will be closed for business during the following national holidays: New Year’s Day, Family Day, Good Friday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving Day, Christmas Day, and Boxing Day. If your scheduled clean falls on one of these days it will automatically be rescheduled via email.

Quality Control: We want our clients to be consistently happy with our work, for that reason we keep tabs on how you feel we are doing. Occasionally we send out a quick email survey to get client feedback on our service.

You must notify us within 24 hours if, for any reason you are displeased with the quality of the service you received, and we will return and fix it for you. In addition, we welcome any suggestions you may have to help us improve the quality of our cleaning service. We do not offer refunds for services rendered.

Breakage/Damage: Our teams follow a strict and timely procedure to communicate all breakage/damage with the office immediately so that we can pass all necessary information on to the client as soon as possible. In the event that we break or cause damage to your property during cleaning that has not been reported, a report must be submitted within 48 hours of the service. To submit a report send an email to info@makanicleaning.ca with the following information:
● What exactly was damaged.
● What is the fair market value of the damaged item.
● Photos showing the damage on the item.
Unfortunately, if a report is not filed within 48 hours of the date of service, we will be unable to file a claim and thus cannot pay, or fix, or refund for damages caused.

Breakage and Damage Disclaimer
● While every reasonable effort is made to handle your belongings with care, Makani Cleaning Solutions is not responsible for refunds, replacement, or reimbursement for broken dishes, glassware, or other fragile kitchen items that may chip, crack, or break during normal cleaning or hand washing.
● Makani Cleaning Solutions is not responsible for refunds, replacement, or reimbursement for damage to light fixtures, bulbs, shades, or decorative lighting elements that may loosen, fail, or break during normal dusting and cleaning.
● Clients are encouraged to remove or secure fragile or irreplaceable items prior to service, and to inform the office of any particularly delicate fixtures or surfaces so cleaning methods can be adjusted where possible.

By agreeing to the terms and conditions, you agree that all delicate, fragile or irreplaceable items, and valuables have been secured prior service.

Add-Ons:

– Dishes: Dishwashing is billed as an add-on service at a flat rate of $30. Clients may pre-arrange dishwashing add-ons prior to service.

– Bed Linen Service: Beds requiring service (linen change, straightening or making) are billed as an add-on at a flat rate of $10 per bed. Clean linens must be provided by the client and placed accessibly (folded on bed, nightstand, etc.) prior to service. If multiple sets of linens are left for multiple beds, the add-on rate will apply for each set of linens and beds.

– Basement Cleaning: Basements are not included in standard or deep cleaning packages and may be added upon client request. This service includes dusting, vacuuming/mopping, cobweb removal, stair cleaning, and general tidying of finished basement areas. Prices vary from $45–$160 depending on size and condition of the area.

– Inside Fridge Clean: Deep cleaning of the interior of the fridge is billed at a flat rate of $40. PLEASE NOTE: We ask that the fridge and freezer are emptied, so we may focus on delivering the deepest clean possible. If this is not done, we will still process the fee for this service. We do not offer organizing services.

– Inside Oven Clean: Deep clean of the inside of the oven is billed at a flat rate of $40.

– Interior Window (per window): The interior window will be hand washed and dried at a flat rate of $8 per window . PLEASE NOTE: Cleaners will only clean windows within reach and will not climb and ladders or step stools to reach windows.

– Laundry (per load): We will wash, dry and fold laundry on your request at a flat rate of $30 per load. PLEASE NOTE: Laundry should be left out in a designated area with clear written instructions. Each completed load is washed, dried, folded and left in designated area.

– Entry Access Delays: To ensure timely and efficient service, you are responsible for providing accurate and reliable access information prior to a scheduled service appointment.
If you will not be home at the time of service, you must provide:
● The location of the key on the property, or
● The property entry/access code.
If you will be on-site during the appointment, this must also be confirmed at the time of booking.
All entry instructions and access information must be confirmed when booking your service.

You are responsible for notifying the office immediately of any changes to keys, lockboxes, alarm systems, entry codes, parking instructions, or access procedures before the scheduled appointment.

Our team will wait a maximum of 15 minutes for property access. If entry cannot be gained within that time, the appointment will be cancelled, and the Lockout fee will apply.

Lockout fees may also apply in situations including, but not limited to:
● Incorrect or missing entry codes
● Unavailable keys
● No response from the client
● Building access issues not communicated in advance
● Pets preventing safe entry

– Extra Pick up & Tidy: To keep your cleaning efficient and on schedule, we ask that spaces be reasonably accessible before our team arrives. If extra time is needed for excessive pickup and tidying to create cleanable areas (e.g. covered floor spaces, cluttered surfaces, collection of dishes or additional garbage), we will bill in additional 30-minute increments at $30 per unit (ex, 1-30-minutes = $30, 31-60 minutes = $60) of extra time needed to complete the service.

– Parking: If no designated parking spot is provided, and paid parking is required, the additional parking fee will be added to your invoice. This fee covers the cost of parking the team’s vehicle while providing service at your location.

Non-Solicitation Agreement: During the course of the agreement the client shall not solicit employment from any Makani Cleaning Solutions employee. In the case of termination of this agreement, the client shall not solicit employment of any Makani Cleaning Solutions employee for the duration of a 12-month period.

Welcome to Makani Cleaning Solutions, we look forward to a long and vibrant relationship with you!