Terms and Conditions

In this Agreement, the following terms shall have the meanings ascribed to them below:

“Company,” “we,” “us,” or “our”

refers to Clean Papi, a residential and commercial cleaning services provider operating in Toronto, Ontario, Canada.

“Client,” “you,” or “your”

refers to the individual or entity that books, purchases, or receives cleaning services from the Company.

“Services”

refers to all residential and commercial cleaning services offered by Clean Papi, including but not limited to regular cleaning, deep cleaning, move-in/move-out cleaning, and post-construction cleaning.

“Booking”

refers to a confirmed reservation for Services made through our website, telephone, or any other channel authorized by the Company.

“Premises”

refers to the property, dwelling unit, or commercial space at which the Services are to be rendered.

Words importing the singular shall include the plural and vice versa. Headings are for convenience only and shall not affect interpretation.

2.1 A Booking is not confirmed until the Client receives a written confirmation from the Company via electronic mail or other written communication. The Company reserves the right to decline or cancel any Booking at its sole discretion prior to confirmation.

2.2 The Client represents and warrants that all information provided during the Booking process—including property size, number of rooms, condition of the Premises, and any special requirements—is accurate, complete, and not misleading. The Company reserves the right to adjust pricing or decline to perform Services if the actual conditions of the Premises materially differ from those represented at the time of Booking.

2.3 Estimated pricing communicated at the time of Booking is based on information provided by the Client and is subject to adjustment upon inspection of the Premises. The Company shall notify the Client of any material pricing adjustment prior to commencing Services where reasonably practicable.

2.4 All prices are quoted in Canadian Dollars (CAD) and are inclusive of applicable Harmonized Sales Tax (HST) at the rate prescribed by the Government of Ontario, currently thirteen percent (13%). The Company is a registrant for HST purposes as required by the Excise Tax Act (Canada).

3.1 The Company requires a deposit of ninety-nine dollars ($99 CAD) ("Deposit") to reserve the Client's scheduled booking window. The Deposit is non-refundable save as expressly provided in Section 4. The Deposit is a flat amount and does not vary with the size or value of the Booking. The Deposit shall be due and payable prior to commencement of Services, and shall be credited in full against the total amount payable. No Booking shall be considered confirmed until the Deposit has been received in cleared funds.

3.2 The balance of the final invoice, after credit of the Deposit, shall be due and payable upon completion of Services and prior to the departure of Company personnel from the Premises ("Final Payment").

3.3 Time on Site and Overtime. The fee for the Services is quoted as a range derived from the Company's applicable hourly rate for the service booked, being at the date of this Agreement between $50 and $60 per cleaner per hour, multiplied by the Company's estimate of the hours required. The Client is booked at the lower figure of that range. The amount payable shall be calculated upon the actual time during which Company personnel are present at the Premises, computed in respect of each cleaner and rounded to the nearest quarter (¼) hour, charged at the applicable hourly rate, and shall not exceed the upper figure of the quoted range save as provided below. Where the Company determines that the Services will require time in excess of that upper figure, it shall notify the Client before performing that additional time and may perform it only upon the Client's confirmation, which may be given by any written means including electronic mail or text message; such additional time shall be charged at the same hourly rate. Absent such confirmation the Company shall perform such of the Services as may be completed within the quoted hours and shall be under no obligation to continue, and no reduction to the quoted fee shall be made in respect of areas left uncleaned for that reason. Time during which Company personnel are present at the Premises but prevented from working by reason of the Client's failure to provide access, the Client's instructions, or the Client's request that completed work be repeated in the course of the visit, shall constitute time present at the Premises for the purposes of this Section.

3.4 Payment shall be processed via Stripe, Inc., a third-party payment processor. The Client acknowledges and agrees that payment processing is subject to Stripe's terms of service and privacy policy, which are separate from and independent of this Agreement. The Company does not store credit card or financial account information on its own servers.

3.5 In the event that a payment is declined, reversed, or made subject to a chargeback, the Client shall remain liable for the full outstanding amount together with any processing or reversal fees incurred by the Company. The Company reserves the right to withhold future Services pending resolution of any outstanding balance. The Client agrees to raise any dispute as to an amount charged with the Company in the first instance before initiating a chargeback.

3.6 All promotional discounts, coupon codes, and gift card redemptions are subject to the specific terms of the applicable promotion and must be presented at the time of Booking. Discounts cannot be applied retroactively.

3.7 Stored Payment Credentials. Where the Client provides payment card details, the Client authorises the Company to retain that payment method with its payment processor and to charge it, without further authorisation being sought at the time of the charge, in respect of: (i) the balance payable upon completion of the Services; (ii) any deposit or balance payable in respect of a subsequent Booking requested by the Client; and (iii) any amount forfeited under Section 4. The Company shall notify the Client by electronic mail of each charge made under this Section within one (1) business day. The Client may withdraw this authorisation at any time by written notice to the Company, whereupon the payment method shall be deleted; withdrawal does not affect amounts already due and owing.

4.1 Cancellations by Client. The Client may cancel a confirmed Booking by providing written notice to the Company. Notice received no less than twenty-four (24) hours prior to the scheduled commencement of Services entitles the Client to a full refund of the Deposit. Notice received less than twenty-four (24) hours but no less than twelve (12) hours prior to the scheduled commencement shall result in forfeiture of fifty percent (50%) of the Deposit. Notice received less than twelve (12) hours prior to the scheduled commencement shall result in forfeiture of the Deposit in its entirety.

4.2 Rescheduling by Client. A request to reschedule is subject to the same notice thresholds as a cancellation under Section 4.1. A reschedule requested no less than twenty-four (24) hours prior to the scheduled commencement of Services carries no charge and the Deposit is applied to the new appointment. A reschedule requested less than twenty-four (24) hours but no less than twelve (12) hours prior shall result in forfeiture of fifty percent (50%) of the Deposit. A reschedule requested less than twelve (12) hours prior to the scheduled commencement shall result in forfeiture of the Deposit in its entirety, and a new Deposit shall be required to secure a replacement appointment. The Company applies this threshold because crew scheduling, travel and supplies for the booked window are committed and cannot be reallocated at that notice.

4.3 No-Show / Lockout. In the event that Company personnel attend the Premises at the scheduled time and are unable to gain access, or the Client or an authorized representative is not present where access requires supervision, such event shall constitute a "Lockout." A Lockout shall be treated as a cancellation on less than twelve (12) hours' notice, and the Client shall forfeit the Deposit in its entirety. The Company may further assess a call-out fee equal to one (1) hour at the applicable hourly rate for the service booked in respect of each cleaner dispatched to the Premises, which the parties agree represents a reasonable pre-estimate of the travel time and committed labour thereby wasted and not a penalty.

4.4 Cancellations by Company. The Company reserves the right to cancel or reschedule any Booking due to unforeseen circumstances, including but not limited to staff illness, extreme weather conditions, equipment failure, or safety concerns. In such circumstances, the Company shall provide the Client with as much advance notice as reasonably practicable and shall offer a rescheduled appointment at no additional charge, or a full refund of the Deposit at the Client's election.

4.5 Recurring Service Plans. Where the Client engages the Company on a recurring or ongoing basis, either party may pause or terminate the arrangement upon thirty (30) days' written notice. The cancellation and rescheduling provisions of this Section apply to each scheduled visit individually. Recurring rates are offered at a discount to the Company's standard rates in consideration of the continuing schedule; where a recurring arrangement is terminated by the Client within the first three (3) scheduled visits, the Company may rebill the visits already performed at its standard non-recurring rate for the service in question. The Company shall provide thirty (30) days' written notice of any change to the recurring rate, and the Client may terminate without further obligation within that notice period.

5.1 The Client shall ensure that Company personnel have safe, unobstructed, and timely access to the Premises at the scheduled appointment time. Where applicable, the Client shall provide all necessary access codes, keys, or security credentials in advance of the appointment.

5.2 The Client shall disclose, prior to commencement of Services, any known hazards present at the Premises, including but not limited to mould, biohazardous materials, pest infestations, structural hazards, or the presence of controlled substances. The Company reserves the right to decline or discontinue Services without refund if undisclosed hazardous conditions are discovered upon attendance.

5.3 The Client shall secure or remove any fragile, irreplaceable, or high-value items from the areas to be cleaned prior to the arrival of Company personnel. The Company shall not be responsible for damage to items that were not disclosed or secured.

5.4 The Client shall ensure that all pets are securely confined or removed from the Premises during the Service. The Company may decline to proceed with Services if an unsecured animal poses a risk to the safety of Company personnel.

5.5 The Client is responsible for ensuring that the Premises has functional utilities, including hot and cold running water and electricity, as required to perform the Services. Failure to provide functional utilities may result in incomplete Services without any adjustment to the quoted price.

5.6 Parking and Building Access. The Client shall provide, at no cost to the Company, parking reasonably proximate to the Premises for the duration of the Services, failing which the Client shall reimburse the Company for parking charges actually incurred, evidenced by receipt. Where the Premises is situated within a building requiring the advance reservation of a service elevator, loading dock, or service entrance, the Client is responsible for making that reservation. Where the failure to do so prevents the Company from commencing the Services at the scheduled time, such failure shall constitute a Lockout within the meaning of Section 4.3.

6.1 The Company shall perform Services in accordance with the scope agreed upon at the time of Booking. Any services not expressly included in the confirmed Booking constitute additional services and are subject to additional charges.

6.2 The following items and areas are expressly excluded from the standard scope of Services unless specifically agreed upon in writing: exterior windows above ground floor level; remediation of mould, biohazardous matter, or hazardous waste; cleaning of items infested with insects or pests; removal of construction debris in quantities exceeding normal post-construction residue; and laundering or ironing of personal garments.

6.3 The Company shall use commercially reasonable efforts to clean all areas within the agreed scope; however, certain stains, discolouration, or damage that is permanent in nature or pre-existing may not be fully remediated through standard cleaning procedures, and the Company makes no warranty as to the complete removal of pre-existing damage.

6.4 Additional Work. Where the size or condition of the Premises materially exceeds that represented by the Client at the time of Booking, the Company shall notify the Client prior to performing any additional work. Upon the Client's confirmation, which may be given by any written means including electronic mail or text message, the Company may perform the additional work at its applicable hourly rate for the service booked, being at the date of this Agreement between $50 and $60 per cleaner per hour. Absent such confirmation the Company shall perform only the work within the agreed scope, and no reduction to the quoted fee shall be made in respect of areas left uncleaned for that reason.

7.1 The Company carries general liability insurance for property damage caused directly by the negligent acts of its personnel during the performance of Services.

7.2 Any claim for property damage must be submitted to the Company in writing within 48 hours of the completion of Services and be supported by photographic evidence. Claims submitted after this period will not be accepted. The Company's personnel photograph the Premises before and after the performance of Services; where the Client has not provided photographic evidence of the condition of the Premises prior to the Services, the Company's own contemporaneous photographs shall constitute the record of that condition. The Company shall not be liable for pre-existing damage or damage arising from items that were fragile, improperly secured, or of unusual susceptibility to breakage.

7.3 The Company's aggregate liability to the Client for any single claim or series of related claims shall not exceed the total amount paid by the Client for the Services giving rise to the claim.

7.4 TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE COMPANY SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR EXEMPLARY DAMAGES ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICES, INCLUDING BUT NOT LIMITED TO LOSS OF INCOME, LOSS OF BUSINESS OPPORTUNITY, OR LOSS OF DATA.

7.5 Nothing in this Agreement shall limit or exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited by applicable law.

8.1 Upon completion of the Services the Company shall, where the Client or an authorised representative is present at the Premises, invite the Client to inspect the work performed. Any concern as to the quality or completeness of the Services must be notified to the Company in writing within 24 hours of completion, specifying reasonable particulars of the areas concerned. Failure to notify the Company within that period shall constitute the Client's unconditional acceptance of the Services as satisfactorily completed. The Company's personnel photograph the Premises before and after the performance of Services; where the Client has not provided photographic evidence of its own, those photographs shall constitute the record of the condition in which the Premises was left. The notification of a concern under this Section does not suspend, defer, or reduce the Client's obligation to pay the amount falling due upon completion of the Services, and any adjustment agreed between the parties in respect of such a concern shall be dealt with separately from that payment. Nothing in this Section limits any right or remedy of a Client who is a consumer that cannot be excluded or restricted under applicable law.

All content on the Company's website, including but not limited to text, graphics, logos, images, and software, is the exclusive property of Clean Papi or its licensors and is protected by applicable Canadian and international copyright, trademark, and intellectual property laws. The Client is granted a limited, non-exclusive, non-transferable licence to access the Company's website for the purpose of booking Services. No other rights are granted.

The collection, use, and disclosure of personal information by the Company is governed by the Company's Privacy Policy, which is incorporated into and forms part of this Agreement by reference. By using the Company's services or website, the Client consents to the practices described in the Privacy Policy, consistent with applicable requirements under the Personal Information Protection and Electronic Documents Act (PIPEDA), S.C. 2000, c. 5, as amended.

During the term of any service engagement and for a period of twelve (12) months following the last date of Services, the Client agrees not to directly or indirectly solicit, hire, engage, or contract with any current or former employee, contractor, or team member of the Company who performed Services at the Client's Premises. A breach of this clause shall entitle the Company to seek injunctive relief and liquidated damages in an amount equal to three thousand dollars ($3,000.00 CAD) per individual solicited, which the parties agree represents a reasonable pre-estimate of the recruitment, screening, and training costs the Company would incur and not a penalty.

12.1 This Agreement shall be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict of law principles.

12.2 The parties agree to attempt to resolve any dispute, claim, or controversy arising out of or relating to this Agreement through good-faith negotiation prior to initiating any formal proceeding.

12.3 If the parties are unable to resolve the dispute through negotiation within thirty (30) days, either party may submit the matter to binding arbitration administered in Toronto, Ontario, in accordance with the Arbitration Act, 1991 (Ontario). The arbitration shall be conducted in the English language before a single arbitrator.

12.4 Nothing in this Section shall prevent either party from seeking urgent injunctive or other equitable relief from a court of competent jurisdiction in the Province of Ontario.

Clients who are consumers within the meaning of the Consumer Protection Act, 2002 (Ontario) retain all statutory rights afforded to consumers under that Act and applicable regulations. Nothing in this Agreement is intended to, or shall, waive, exclude, restrict, or modify any right or remedy of a consumer that cannot be excluded or restricted under applicable law.

The Company reserves the right to amend these Terms and Conditions at any time by posting an updated version on its website at cleanpapi.ca/terms. Continued use of the Company's Services following the posting of any amendment constitutes acceptance of the revised Terms. Clients are encouraged to review these Terms periodically. Material changes will be communicated by updating the Effective Date at the top of this page.

If any provision of this Agreement is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be severed from this Agreement and the remaining provisions shall continue in full force and effect.

This Agreement, together with the Company's Privacy Policy and any written service confirmation provided to the Client, constitutes the entire agreement between the parties with respect to its subject matter and supersedes all prior and contemporaneous agreements, representations, warranties, and understandings, whether written or oral, relating to such subject matter.