Terms & Conditions

1. Services and acceptance

These Terms apply to Standard Cleaning, Deep Cleaning, Move-In/Move-Out Cleaning, Carpet and Upholstery Cleaning, Commercial, Airbnb and Post-Construction Cleaning, Snow Removal, add-ons and other services booked through our website or directly with us.

By completing a booking, you confirm that you have reviewed and accepted the selected service, pricing, payment conditions, Cancellation Policy, service limitations and these Terms. All bookings are subject to confirmation and availability.

2. Booking information

• Provide accurate details: name, contact details, service address, number of rooms (or driveway type for snow removal), property size and condition, requested package and extras.
• Tell us about heavy buildup, unusual requirements, known damage, delicate surfaces, safety concerns and access instructions. Add photos where requested.
• Online prices are calculated from the information you provide. If the actual size, condition or requirements differ materially, extra time or charges may be needed — we will explain them and get your approval before doing any chargeable extra work.
• If you decline extra work, we will limit the service to the originally agreed scope where reasonably possible.

3. Payment

• The amount due and when it is due are shown clearly before you confirm your booking.
• Cleaning: bookings less than 7 days away are paid after the cleaning (Interac e-Transfer or card). Bookings 7+ days ahead are secured with a deposit ($50 or 20%, whichever is higher) or a saved card. Move-out cleanings, bookings over $400 and some customers need a saved card or payment in advance.
• Paying the full amount in advance gives 10% off cleaning bookings.
• Snow removal is paid in full in advance (card when booking, or e-Transfer before the visit).
• Accepted methods: credit and debit cards through our secure payment provider (Square), Interac e-Transfer to accounts@camzcleaning.com, and other methods offered during booking. Card details are entered in the payment provider's secure form; we never see or store full card numbers.
• A booking that requires advance payment is secured once payment has been received. Applicable taxes are shown before you confirm.

4. Cancellation, rescheduling and late arrivals

• Cancel or reschedule free of charge 48 hours or more before your appointment. Advance payments are refunded to the original payment method (or by e-Transfer).
• Less than 48 hours before: a fee of $50 or 20% of the booking price (before GST), whichever is higher, may apply. The fee never exceeds the booking price and may be deducted from an advance payment.
• Lockout / no access: if our team cannot get in and we cannot reach you within 15 minutes, a fee of $75 or 50% of the booking price, whichever is higher, may apply.
• Arrival: we always aim to arrive on time; please allow up to 15 minutes for traffic and weather. If we will be later, we will text or email you a new time. You can accept the new time or reschedule free of charge; if we are 1 hour or more late, you can also cancel free of charge.
• If we cannot provide the service and no suitable alternative is arranged, you receive a refund for the service not provided. We may waive fees at our discretion. Full details are in our Cancellation Policy.

5. What's included

Each package covers only the tasks in its published checklist plus the extras you select. Additional rooms, appliance interiors, detailed baseboards, interior windows and other specialized tasks are included only when listed or purchased. Extra requests on the day depend on time and staff and require your approval of the added price. Estimated durations are not a guarantee that every stain, mark or buildup will be removed.

6. Heavy buildup, ovens, stains and odours

• Prices assume the condition you described. Heavy grease, soap scum, mineral deposits, thick dust, long-neglected areas, burnt-on residue, excessive pet hair or heavy debris may need extra time or charges — always with your approval first.
• Oven and appliance results depend on age, material and buildup; baked-on residue, rust, damaged coatings and permanent staining may not come off. Appliance repairs and disassembly are not included.
• Complete removal of stains, discolouration and odours is not guaranteed. A remaining stain or odour does not by itself mean the agreed service was not performed.

7. Access, preparation and safety

• We clean reasonably accessible, safe areas. Cleaners will not move very heavy furniture or appliances, work at unsafe heights, dismantle fixtures or enter hazardous spaces.
• Please remove excess clutter, secure valuables and pets, provide water, power and lighting, and share access and parking instructions.
• We have zero tolerance for threats, harassment, discrimination or abusive behaviour toward our team. We may pause, change or decline unsafe work.
• Regular services do not include mould remediation, biohazards, needles, sewage, hazardous chemicals, asbestos or pest infestations.

8. Pre-existing damage and higher-risk tasks

• Please tell us about pre-existing damage, loose fixtures, fragile materials or damaged coatings before service. Our team may photograph visible conditions.
• If a requested method risks damaging a surface, the cleaner may pause that task and we may send you a separate electronic Risk Acknowledgment & Cleaning Authorization. The task continues only after you accept it; other agreed work continues meanwhile.
• We are not responsible for damage that existed before the service. Damage reports are assessed fairly on the evidence; customer authorization does not remove liability that cannot lawfully be excluded.

9. Unattended properties

If you are not home, you confirm you are authorized to give access and provide accurate entry, alarm, lockbox and departure instructions. We access only the areas needed and secure the property as instructed when leaving.

10. Photos, timesheets and records

We keep before-and-after photos, service notes, arrival and departure times (including the location of our team's phones when they start and finish a job), booking details and authorization records to document conditions, verify the work and resolve disputes. Before-and-after photos are shared with you after we review them. Property photos are never used for marketing without your permission. See our Privacy Policy.

11. Inspection, re-clean and refunds

• Please inspect the work before the team leaves, or appoint someone to do so.
• Report an issue with an included task within 24 hours, with photos where possible. If a deficiency is verified, we arrange a complimentary corrective visit for the affected tasks (not new services, stains or messes).
• Our standard remedy for verified deficiencies is corrective cleaning. Refunds or discounts are not automatic for results within the agreed scope and stated limitations, but may be given where appropriate or legally required.
• Requests after 24 hours are still reviewed fairly; additional cleaning outside the re-clean program is quoted first and needs your approval.

12. Move-in / move-out cleaning

Move-in/move-out cleaning follows the agreed checklist and the condition at the time of service. Please book after belongings and moving debris are removed, and inspect before movers, contractors, landlords or tenants enter. New dirt or damage caused by others after we finish is a new service.

13. Snow removal

• Packages include the front entrance walkway and city sidewalk; corner lots include both sidewalk sections. Prices cover fresh snowfall up to 10 cm.
• Heavy, accumulated, compacted or frozen snow costs more (shown when you book). If conditions on arrival are worse than booked, we explain any extra charge and get your approval before starting.
• Snow is piled in suitable areas on the property. Snow hauling, roofs and extensive ice chipping are not included (custom quote). We do not apply ice melt.
• Timing depends on weather and crew scheduling; the 15-minute arrival window and late-arrival options in section 4 apply.

14. Repeat cleanings, discount and referral codes, tips

• Repeat cleanings (weekly, every 2 weeks, monthly) have a discount per visit; each visit is sent to you to confirm and can be skipped or stopped.
• Discount and referral codes follow the rules shown with the code (for example one-time use, first cleaning only) and have no cash value.
• Tips are optional and go to the cleaners.

15. Messages and calls

We send booking confirmations, reminders, arrival updates, invoices, receipts and review requests by email and text message. Reply STOP to any text to stop texts. Calls between you and our team go through the Camz business number, so neither side sees the other's personal number.

16. Changes we may need to make

We may need to reschedule because of severe weather, unsafe conditions, equipment problems or staffing. We will tell you as soon as possible and offer another time or an appropriate resolution, respecting your cancellation and refund rights.

17. Privacy, complaints and governing law

• Personal information is handled according to our Privacy Policy and applicable privacy law.
• Please contact us promptly about any concern; we will review the agreed service and records before deciding a fair resolution. You keep the right to pursue legal remedies or contact consumer protection authorities.
• These Terms are governed by the laws of Alberta and Canada. If any part is unenforceable, the rest continues to apply.
• We keep the accepted version of these Terms, the time you accepted them and your booking reference as part of your booking record.

18. Contact

Camzio Professional Services Inc., operating as Camz Cleaning · Bookings: bookings@camzcleaning.com · Sales & quotes: sales@camzcleaning.com · Accounts: accounts@camzcleaning.com · Phone +1 587-837-1977 · camzcleaning.com