Terms of Service
Last Updated: August 23, 2026
Thank you for booking with MaidNeat Cleaning Services. Please read these Terms of Service carefully — by booking a cleaning with us, you agree to be bound by them. We're glad to have the chance to clean your home.
Payment on File
Billing runs through a trusted third-party payment processor. For your security:
- We never see or store your full card details
- Your payment method is kept securely on file
- Charges are applied automatically once each cleaning is complete
- A receipt is emailed to the address on your account
An active, valid payment method is required to keep your service active. We reserve the right to pause or cancel service if no valid card is on file.
Pre-Appointment Authorization Hold
A temporary hold for the full service amount is placed on your card roughly 24 hours before your scheduled appointment.
- This is a hold, not a charge
- If the hold doesn't go through, we may need to cancel the appointment
- We'll reach out by text, call, or email if we need anything from you
Cancellations & Rescheduling
We know things come up — but late cancellations affect our cleaners' schedules and pay, so the following fees apply:
- Cancelling with less than 24 hours' notice: $35 fee
- Same-day cancellation: half of the total booking amount
Cancellation fees are charged to the card on file.
Cancelling a Recurring Plan
Weekly, biweekly, and monthly plans are billed at a discounted rate compared to a one-time clean, since that rate assumes ongoing service. If you cancel a recurring plan after just one visit, a $35 fee applies to the card on file to account for the discount given on that first clean. This fee does not apply once you've completed more than one recurring visit.
Cleaner Assignment
MaidNeat may assign or reassign cleaners for any visit, recurring or one-time, as needed. We'll do our best to give you a heads-up when this happens.
Service Issues & Complaints
Please let us know about any service concerns within 24 hours of your cleaning so we can make it right:
See our Satisfaction Guarantee below for more detail.
Our Right to Refuse or End Service
We may decline or end a cleaning appointment for reasons including, but not limited to:
- Safety concerns of any kind
- Weapons present on the property
- Severe clutter or unsanitary conditions
- No running water, power, or working heat/AC
- Threatening or inappropriate behaviour
- Being unable to access the property at the scheduled time
We're also not able to take on:
- Hoarding-level cleanups
- Biohazard situations (bodily fluids, drug paraphernalia, etc.)
- Pest infestations
- Work requiring ladders taller than 3 steps
- Any otherwise hazardous or unsafe conditions
If a home is unsafe or unreasonable to clean upon arrival, our cleaner may need to leave, and standard cancellation fees will apply.
Getting Ready for Your Cleaning
Our pricing assumes cleaners can focus their time on actual cleaning, so please make sure floors, counters, and surfaces are reasonably clear of clutter beforehand.
Using Your Own Vacuum
If you'd like us to use your vacuum instead of ours:
- We take no responsibility for any damage to it
- We won't cover repairs
- If it isn't working properly, we may not be able to complete vacuuming
Hard-to-Reach Areas & Heavy Items
For safety, our team doesn't climb tall ladders or move heavy furniture and appliances. If you'd like an area behind or underneath something cleaned, please move it ahead of time.
Non-Solicitation
Clients agree not to directly hire or contract any MaidNeat cleaner or team member outside of our service, either during your time as a client or for two (2) years afterward. Doing so may result in a $3,000 liquidated damages fee, immediate termination of service, and no refund — in addition to any other legal remedies available to us.
Changing Your Booking
Any changes to a scheduled service need to go through our office — cleaners on-site aren't able to approve changes themselves. Please submit change requests by 5:00 PM the day before your appointment. If a booking was made with the wrong number of bedrooms/bathrooms or inaccurate home details, we'll follow up to adjust the price accordingly.
Our Satisfaction Guarantee
If something was missed:
- Let us know within 24 hours
- Send photos of the area in question
- We'll come back and re-clean it, free of charge
Claims submitted after the 24-hour window may not qualify. This guarantee doesn't cover damage from pre-existing wear and tear, improper installation, or misuse.
Hourly Bookings
Hourly service is based strictly on the time purchased — completing every task on your list isn't guaranteed, and the satisfaction guarantee doesn't apply to hourly bookings. Additional time can be added if needed.
Flat-Rate Bookings
Flat-rate pricing assumes a reasonably maintained home. If a job needs more time than expected, we'll contact you first — you can approve extra time or let us know which areas to prioritize. We'll never add charges without your OK.
Arrival Windows
We provide an estimated 2-hour arrival window (e.g. 8–10 AM, 10 AM–12 PM, 12–2 PM, 2–4 PM). If weather, traffic, or a prior appointment causes a delay, we'll keep you posted.
Holidays We're Closed
MaidNeat does not operate on:
- Mother's Day
- Father's Day
- Canada Day
- Thanksgiving
- Christmas Eve
- Christmas Day
- New Year's Eve
- New Year's Day
If your appointment falls on one of these days, we'll reach out to reschedule.
What We Don't Offer
- Wet-wiping light bulbs
- Floor refinishing or waxing
- Upholstery cleaning
- Biohazard cleanup
- Moving large furniture
- Large-scale trash removal
- Full wall washing
Staying in Touch & Payment
- Please keep your contact details up to date with us
- All charges and holds apply to the card on file
- Unpaid balances may lead to service being paused or, if necessary, further collection action
Intellectual Property
All branding, content, and materials associated with MaidNeat remain our property.
Third-Party Links
We aren't responsible for any third-party sites linked from ours. Anything you do on those sites is at your own risk.
Ending Service
We may suspend or end access to our services at any time, without notice, if these Terms are violated.
No Warranty
Our services are provided on an "as is" and "as available" basis, without warranties of any kind, express or implied.
Governing Law
These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.
Changes to These Terms
We may update these Terms from time to time. Continuing to use our services after changes are posted means you accept the updated Terms.
Contact Us
Questions about these Terms? Reach us at info@maidneat.ca or 437-780-6790.
