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 non-refundable deposit equal to fifty percent (50%) of the total quoted price ("Deposit") to secure a Booking. The Deposit shall be due and payable prior to commencement of Services. No Booking shall be considered confirmed until the Deposit has been received in cleared funds.

3.2 The remaining balance of fifty percent (50%) of the total quoted price shall be due and payable upon completion of Services and prior to the departure of Company personnel from the Premises ("Final Payment").

3.3 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.

3.4 In the event a payment is declined, reversed, or subject to a chargeback, the Client shall remain liable for the full outstanding amount plus any associated processing fees incurred by the Company. The Company reserves the right to withhold future Services pending resolution of any outstanding balance.

3.5 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.

4.1 Cancellations by Client. The Client may cancel a confirmed Booking by providing written notice to the Company no less than twenty-four (24) hours prior to the scheduled commencement of Services. Cancellations received within the required notice period will result in a full forfeiture of the Deposit. The Company shall not be obligated to refund any amounts paid in respect of a late cancellation.

4.2 Rescheduling by Client. The Client may reschedule a confirmed Booking without penalty provided that written notice is received by the Company no less than twenty-four (24) hours prior to the scheduled commencement of Services. Rescheduling requests received within twenty-four (24) hours of the scheduled appointment shall be treated as a cancellation pursuant to Section 4.1, and a new Deposit shall be required to secure a replacement appointment.

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 same-day cancellation, and the Client shall forfeit the Deposit in its entirety. A call-out fee may also be assessed at the Company's discretion to cover travel and labour costs incurred.

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.

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.

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.

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 forty-eight (48) hours of the completion of Services. Claims submitted after this period will not be accepted. 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 Client satisfaction is a priority of the Company. If the Client is not satisfied with the quality of Services rendered, the Client must notify the Company within twenty-four (24) hours of completion of Services, providing reasonable particulars of the areas of concern.

8.2 Upon receipt of a valid and timely complaint, the Company shall, at its election, either dispatch personnel to re-clean the identified areas at no additional charge, or offer a partial credit toward a future service. A re-clean shall constitute the Company's sole and exclusive remedy for dissatisfaction with the Services.

8.3 The satisfaction guarantee does not apply in circumstances where: (i) the Client has not permitted access for a re-clean within a reasonable time; (ii) the issue is attributable to the Client's failure to fulfill obligations under Section 5; or (iii) the complaint concerns services or areas outside the agreed scope.

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 estimate of the harm caused 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.