Our Policies

Damage & Liability Policy

 

At Simcoe County Cleaners, we take pride in caring for your home with the highest level of professionalism and attention to detail. We are fully insured, and in the unlikely event that damage occurs due to our negligence (such as improper product use or handling), we will take full responsibility to repair or replace the affected item.

However, we cannot be held liable for damage resulting from pre-existing conditions, normal wear and tear, or items that are not properly secured.

 

This includes, but is not limited to:

Wall-mounted items installed with improper or temporary fasteners

Loose cabinet or closet doors

Unsecured fixtures, appliances, or range hood covers

Freestanding or unanchored furniture

Electronics or items placed on unstable surfaces

Items that fall during routine cleaning due to improper installation

Fragile or previously damaged fixtures

 

While we exercise great care in your space, it is the client’s responsibility to ensure that all items are safely and securely installed.

 

Valuables & Fragile Items

We kindly ask that all valuables, jewelry, and fragile items be safely stored prior to our arrival. While our team takes care when working around visible items, we cannot be responsible for items that are left unsecured or improperly stored.

 

Client Responsibility

Please notify us in advance of any delicate, damaged, or sensitive areas within your home so we can take appropriate precautions.

By continuing to use our services, you acknowledge and agree to these terms.

 

Cancellation Policy

 

We understand that schedules can change. Appointments may be cancelled or rescheduled at no charge with a minimum of 24 hours’ notice.

Cancellations made within 24 hours of the scheduled service will incur a $100.00 cancellation fee. Fees may be waived in emergency situations at the discretion of Simcoe County Cleaners.

 

Entry & Access Policy

 

Clients are responsible for ensuring safe and reliable access to the property at the scheduled time. If our team is unable to enter due to locked doors, security systems, or other access issues, a $50 lockout fee will apply.

We will allow a 30-minute grace period upon arrival for access to be provided before applying this fee.

 

Satisfaction Guarantee & Re-Cleans

 

Your satisfaction is important to us. We proudly offer a 100% satisfaction guarantee on all full-service cleanings. If you are not satisfied, please contact us within 24 hours and we will return to address any missed areas at no additional cost.

 

Please note: if services are adjusted to meet a reduced budget or time constraint, the same level of detail cannot be guaranteed, and this guarantee may not apply. Refunds are not provided in such cases; however, we will always work with you to reach a fair resolution.

 

Health & Safety Policy

 

To protect both our clients and staff, we do not clean hazardous materials, including but not limited to:

• Bodily fluids or waste

• Mold requiring remediation

• Pest infestations

• Needles or hazardous materials

 

If unsafe conditions are present, we reserve the right to decline or discontinue service. Applicable fees may still apply.

 

Supplies & Equipment Policy

 

Our team arrives fully equipped with professional-grade products and tools. If you request the use of personal supplies or equipment, Simcoe County Cleaners is not responsible for any damage or malfunction resulting from their use.

 

Photography Policy

 

To ensure quality and protect our team, we may take before-and-after photos during certain services. These images may be used for internal documentation or marketing purposes, with care taken to avoid capturing personal or identifying information.

 

If you prefer not to have photos taken, please notify us in advance.

 

Recurring Service Time Windows

 

While we strive to arrive at the scheduled time, arrival windows for recurring services may vary by 30–60 minutes. If a strict timeframe is required, please let us know in advance.

 

Inaccessible Areas

 

Areas that are obstructed or inaccessible (such as excessive clutter or blocked spaces) may be skipped to prevent damage or disruption. No discounts or refunds will be issued for skipped areas.

 

Late Payments

 

Payment is due within 24 hours of service.

Invoices not paid within this timeframe will incur a $10 daily late fee.

Accounts unpaid after 5 days may result in $100.00 flat fee, service suspension and require prepayment for future bookings.

 

Contractors On-Site Policy

 

To maintain a safe and efficient work environment, we require that any contractor work be scheduled outside of cleaning appointments.

 

If contractors are present during service:

• Cleaning may be delayed or rescheduled

• Work may be stopped if conditions are unsafe

• Full service charges may still apply

 

Harassment Policy

 

Simcoe County Cleaners maintains a zero-tolerance policy for any form of harassment, including inappropriate comments, gestures, or behavior toward our staff.

If such conduct occurs:

• Service will be terminated immediately

• The appointment will be charged in full

• Further action may be taken if necessary

We are committed to ensuring a safe and respectful environment for our team at all times.