ModernHaus Cleaners Terms of Service

Last Updated: October 24, 2026

Thank you for choosing ModernHaus Cleaners. By booking a service with us, you agree to these Terms of Service. Please review them carefully. Nothing in these Terms limits any rights you have under the Ontario Consumer Protection Act or other applicable law.

Booking and Payment

Card on file: All payments are processed securely through our third-party payment processor, Stripe. ModernHaus Cleaners does not have access to your full card details.

- A valid payment method is required to book and maintain service

- Your card is charged automatically after each completed cleaning

- A receipt is sent to the email address on file

- We may cancel upcoming services if a valid card is not on file

Authorization hold. A temporary authorization hold for the service total is placed on your card 24 hours before your appointment. This is not a charge. If the hold is declined, we will contact you by text, call, or email. If we cannot confirm a valid payment method, we may cancel the appointment.

Pricing and taxes. All prices are in Canadian dollars. The total price includes HST, which is shown separately on your booking confirmation and receipt.

Flat-rate services. Flat rates assume your home is in a reasonable, maintained condition. If more time is needed, we will contact you before continuing. You may approve additional time or tell us which areas to prioritize. We will never increase your price without your approval.

Hourly services. Hourly services are based on the time purchased. We prioritize the areas you identify, but completion of every task is not guaranteed. Additional time may be purchased if needed. The free re-clean under our Satisfaction Guarantee does not apply to hourly services.

Payment responsibility. Please keep your contact and payment information up to date. Unpaid balances may result in suspended service and collection of the amount owing.

Cancellations and Scheduling

Cancelling or rescheduling. We ask for at least 48 hours' notice. Late changes affect our cleaners' schedules and income, so the following fees apply:

- 48 hours or more = no fee

- 24 to 48 hours = $50 fee

- Less than 24 hours = 50% of the booking total

- Same day, or no access on arrival= 75% of the booking total

Fees are charged to the card on file.

Access and lockouts. If our team cannot access your home at the scheduled time (no one home, incorrect entry instructions, or a locked gate), we will try to reach you for 15 minutes. If we cannot gain access, the same-day cancellation fee applies.

Arrival windows. We arrive within a 1-hour window (for example, 9 to 10 AM or 12 to 1 PM). We will let you know promptly if weather, traffic, or other circumstances cause a delay.

If we need to cancel. If a cleaner is ill or we must reschedule for reasons on our side, we will notify you as early as possible and offer the next available appointment. You will never be charged a fee for a cancellation we make.

Cleaner assignment. We may assign or reassign cleaners for one-time or recurring services. We will make reasonable efforts to let you know in advance.

Changes to your service. Changes to your requested services must be approved by our office, not by your cleaner. Please submit changes by 5:00 PM the day before your appointment.

Holidays. We are closed on New Year's Day, Good Friday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving, Christmas Eve, Christmas Day, Boxing Day, and New Year's Eve. If your service falls on one of these days, we will contact you to reschedule.

Your Home and Our Services

Preparing for your cleaning. Our pricing assumes our team can focus fully on cleaning. Before your appointment, please make sure floors, countertops, and surfaces are accessible and personal items are picked up.

Heavy items and high areas. For safety, our team does not move heavy furniture or appliances, and does not use ladders over 3 steps. If you would like areas behind or under large items cleaned, please move them before we arrive.

Using your vacuum. If you ask us to use your vacuum, we are not responsible for its existing condition, normal wear, or repairs. If it is not working, vacuuming may not be completed.

Services we do not provide.

- Biohazard cleanup (bodily fluids, drug paraphernalia, or similar)

- Hoarding situations or pest infestations

- Floor refinishing or waxing

- Wet wiping of light bulbs or live electrical fixtures

- Moving large furniture

- Large-scale trash removal

Our right to refuse or end a service. To protect our team, we may decline or stop a service if we encounter unsafe conditions, including weapons left accessible, severe clutter or unsanitary conditions, disconnected utilities, or threatening or inappropriate behaviour. If a service is stopped for these reasons on arrival, the same-day cancellation fee applies. If it is stopped partway through, you will be charged only for the time completed.

Satisfaction Guarantee and Damage

100% Satisfaction Guarantee. If we missed something on a flat-rate service, we will come back and re-clean the affected areas at no charge. To qualify for a free re-clean:

- Contact us within 24 hours of your service

- Send photos of the areas of concern

- Allow our team access within 3 days

NOTE: Cleaning is a labour-based service, we do not offer refunds for completed services. A re-clean is our remedy for missed areas. This does not affect any rights you have under applicable consumer protection law.

How to reach us about a concern. Email [email protected] or call or text 289-312-2366.

Damage. ModernHaus Cleaners carries general liability insurance. If you believe our team damaged something in your home, please contact us within 24 hours with photos. We will review the claim promptly and work with you on a fair resolution. We are not responsible for damage caused by pre-existing wear, improper installation, or items that were already broken, loose, or unsecured.

Photos and Privacy

For quality assurance and the protection of both our clients and team, our cleaners may take a limited number of before-and-after photos during your service. Photos are used only to confirm completed work, record pre-existing conditions, resolve concerns, and train our team. They are stored securely, kept for no longer than [12 months] unless needed for an open concern, and never shared publicly without your written consent. If you prefer that no photos be taken, let us know and we will note it on your account. See our Privacy Policy for how we handle personal information.

Non-Solicitation

We invest significantly in recruiting, screening, and training our team. You agree not to hire or contract any ModernHaus Cleaners employee or contractor directly, for services we provide, while you are a client and for 12 months after your last service. If you do, a placement fee of [$1,500] applies to reflect our cost of recruiting and training a replacement.

General Terms

Ending service: Either party may end ongoing service at any time with notice. We may suspend service for unpaid balances or serious breaches of these Terms.

Intellectual property: All content, branding, and materials on our website and communications belong to ModernHaus Cleaners.

Third-party websites: We are not responsible for the content or practices of third-party websites linked from our site.

Changes to these Terms. We may update these Terms from time to time. We will post the updated version on our website.

Governing law. These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply in Ontario.

Contact Us

ModernHaus Cleaners 1183 Carey Road, Oakville, Ontario L6J 2E3 Phone or text: 289-312-2366 Email: [email protected]