Cancellation Policy

1. Free cancellation or rescheduling (48 hours or more)

You can cancel or reschedule free of charge up to 48 hours before your scheduled arrival time — use the link in your booking email, reply to the email, or contact us. Any deposit is refunded, or kept as a credit if you reschedule.

2. Late cancellation or rescheduling (less than 48 hours)

Cancellations or reschedules made less than 48 hours before the scheduled arrival time are charged $50 or 20% of the booking price (before GST), whichever is higher, plus GST where applicable.

Examples: a $150 booking → $50 fee; a $500 booking → $100 fee.

3. Lockouts and no access

If our team arrives at the scheduled time and cannot get in (no one home, wrong or missing lockbox code, no key, building access refused) or cannot work safely, and we cannot reach you within 15 minutes, the visit is treated as a lockout and is charged $75 or 50% of the booking price (before GST), whichever is higher, plus GST where applicable.

3b. If we're running late

We always aim to arrive on time; please allow up to 15 minutes for traffic and weather. If we'll be later than that, we text or email you a new arrival time. You can accept the new time or reschedule free of charge. If we're 1 hour or more late, you can also cancel free of charge.

3c. Snow removal

Snow removal is paid in advance. The same 48-hour rule applies. If conditions on arrival are worse than booked, any extra charge is explained and approved by you before work starts; if you decline, we clear only what was booked.

4. Deposits and saved cards

• Bookings made less than 7 days ahead: no deposit is needed.
• Bookings made 7 or more days ahead: a deposit of $50 or 20% of the booking (whichever is higher) by Interac e-Transfer, or a saved card, secures your date.
• Move-out cleanings, bookings over $400 and some repeat bookings require a saved card or payment in advance.
• A saved card is not charged when you book. It is charged only after the cleaning (if you chose card payment) or for fees under this policy.
• Deposits are deducted from your final bill.

5. Changes to extras

• You can add or remove extras from your booking page until 48 hours before your cleaning.
• If you paid in advance by card, added extras are charged to your saved card and removed extras are refunded to it.
• Within 48 hours, please contact us — we will add extras when the schedule allows.
• Your Booking ID stays the same when a booking is changed.

6. Changes by Camz Cleaning

In rare cases (severe weather, illness or emergencies) we may need to reschedule. We will contact you as early as possible and offer the next available time. You will never be charged a fee when we reschedule.

7. How fees are collected

Fees are first taken from any deposit or advance payment. Any remaining amount is charged to your saved card, or invoiced by email for payment by Interac e-Transfer. If you paid more than the fee, the difference is refunded to your original payment method.