top of page

Terms & Conditions

Effective date: July 28th 2025

Welcome to Lavender Ladies Home Cleaning. By booking our services, you agree to the following Terms and Conditions, which are legally binding. Please read carefully.

1. Services Provided

Lavender Ladies offers residential and commercial cleaning services including, but not limited to: Classic Clean, Deep Clean, Move In/Out Clean, After Party Clean, and Post-Renovation Clean.


We do not offer services involving:

​

  • Biohazards, bodily fluids, animal waste, mold, hoarding situations

  • Pest removal

  • Carpet & Chandeliers Cleaning

  • Moving large furniture or heavy appliances

  • Full wash of walls 

  • Cleaning areas that are unsafe or beyond reach (e.g., above 2-step ladders)

​

We reserve the right to adjust pricing or decline service if conditions are beyond normal standards. This includes:

​

  • Neglected homes (heavy buildup, trash, odors, etc.)

  • Excessive dirtiness (e.g. pet messes, inaccessible areas)

2. Bookings, Cancellations & Rescheduling

2.1 Booking

Bookings must be made at least 24 hours in advance. Same-day appointments are subject to availability and a possible rush fee.

​

2.2 Cancellations

Cancellations made less than 24 hours before the scheduled service will be charged 50 % of the service.

 

2.3 Rescheduling

You may reschedule an appointment without penalty if requested at least 48 hours in advance. Short-notice rescheduling (<24h) is considered a late cancellation.

 

2.4 Holiday Schedule

We do not operate on statutory holidays. If your recurring service falls on a holiday, we will contact you ahead of time to reschedule.

3. Pricing & Rates

3.1 Quoted Rates

The price quoted for your cleaning is based on the current condition, size, details and layout of your home, as well as the requested frequency of service. 

​

3.2 Price Lock for Recurring Clients

If you are on a recurring cleaning schedule (weekly, biweekly, or monthly), your rate is locked in as long as the frequency remains uninterrupted.

​

If you cancel or skip your cleaning and request to reschedule more than 7 days after your original service date, your price may be adjusted upwardto reflect the extra time and buildup between cleanings. We do this to ensure fairness for both our staff and other clients on consistent cleaning plans.

​

3.3 Rate Adjustments

We reserve the right to adjust your cleaning rate if:

​

  • The size or usage of your home changes significantly, 

  • The actual size of your home differs significantly from the information provided at the time of booking (eg.additional floors, rooms, extra bathrooms, basement etc)

  • You request new/additional tasks not included in the original quote

  • There is evidence of excessive dirt, buildup, or neglect that was not originally disclosed

​

We will always notify you in advance if a rate change is needed and provide a revised quote for your approval.

 

3.4 Discounts and Promotions

Occasional discounts or promo rates may be offered. These are:

​

  • Time-limited

  • Non-transferable

  • They apply only to future bookings and cannot be backdated to previous service

​

Discounts may be voided if the cleaning frequency is interrupted

4. Payments & Fees

4.1 Payment Terms

Invoices are emailed after your service. Payment is due within 7 calendar days

 

4.2 Payment Methods

We currently accept:

 

4.3 Late Payment

A $15 late fee will be applied for each 7-day period past the payment due date.

 

4.4 Legal Action for Non-Payment

If payment is more than 7 days overdue and we receive no communication, we may initiate legal action via Small Claims Court in Calgary, Alberta.
Unpaid invoices may be submitted for collections.

​

We always attempt to resolve payment issues amicably with reminders before taking legal steps.

5. Satisfaction Guarantee & Complaints

At Lavender Ladies, we take great pride in delivering consistent, detailed, and reliable cleaning services. Our fully insured and bonded team - including employees and subcontractors who have all passed thorough background checks - is trained to follow high standards of cleanliness and care, treating each client’s home with the same attention we’d give our own.

​

We aim to build long-term relationships by providing service that is not only thorough, but also dependable and tailored to your space.

​

If for any reason you are not fully satisfied with a particular cleaning:

​

  • Please notify us within 24 hours of the visit

  • We will return and perform a complimentary touch-up within 48 hours where appropriate

 

We welcome feedback and are always happy to make adjustments to better meet your expectations.

Please note: Complaints made more than 24 hours after service may not qualify for re-cleaning

6. Access & Security

You may provide access to your place by:

​

  • Leaving a key in a secure location

  • Providing a door code

  • Supplying us with a spare key

  • being present at time of service

​

Please ensure we can access the property at the scheduled time. Lockouts or denied entry will result in a full service charge.

7. Damage & Liability

We take great care when working in your home, but accidents can happen.
Lavender Ladies Home Cleaning is fully insured, bonded. 

  • Our liability is limited to the cost of repair or replacement of the damaged item.

  • We are not responsible for pre-existing damage, wear & tear, or indirect/consequential loss and unsecured valuables.

  • Sentimental, high value and fragile items should be secured prior to service.

7. Pets

8. Service Interruptions (Our Side)

 

We are happy to clean homes with pets  we love animals! However, for safety and efficiency, we ask that:

8.1 Behavior

If pets show signs of aggression or create unsafe conditions, service may be paused or refused.

​

8.2 Securing Pets

Pets should be secured in a designated area if they are anxious, reactive, or prone to escaping.

Lavender Ladies is not responsible for pets escaping during entry/exit.

​

8.3 Pet-Related Damage

We are not responsible for pet-related incidents such as scratches, bites, damage to belongings, or accidents caused by animals.

​

8.4 Pet Messes

​We do not clean or handle any pet waste, including urine, feces, vomit, or other biological materials

8.5 Cleaning Products & Surfaces

  • We care about the health of your household and our team. We use standard, commonly accepted household cleaning products. These products are not specifically marketed as pet-safe.

  • We use standard, commonly accepted household cleaning products. These products are not specifically marketed as pet-safe.

  • For your pet’s well-being, we kindly ask that animals are kept away from freshly cleaned floors, counters, or other wet surfaces until they are completely dry.

  • Lavender Ladies is not responsible for any pet illness, reactions, or medical issues resulting from pets licking, walking on, or ingesting cleaning products or wet surfaces.

  • If your pet has known sensitivities or allergies, please inform us in advance so we can discuss possible alternatives if available.

  • Our liability is limited to the cost of repair or replacement of the damaged item.

  • We are not responsible for pre-existing damage, wear & tear, or indirect/consequential loss and unsecured valuables.

  • Sentimental, high value and fragile items should be secured prior to service.

While we strive to deliver every cleaning on time and as scheduled, there may be rare situations where we are unable to fulfill a service due to circumstances beyond our control. These may include:

​

  • Sudden illness or emergency affecting a staff member

  • Unsafe weather or road conditions

  • Last-minute team shortage

  • Equipment or vehicle breakdown

​

In such cases:

  • We will contact you as soon as possible to notify you of the delay or cancellation

  • We will reschedule your cleaning at the earliest mutually convenient date

  • You will receive a 10% discount on the rescheduled visit as a token of our apology

​

This reflects our commitment to accountability, transparency, and respect for your time.

​

8.1 Emergency Clean After Our Cancellation

If our cancellation causes significant disruption (e.g. guests arriving, move-out deadline), we will do our best to arrange an emergency cleaning team or offer compensation in the form of a free add-on (e.g. appliance clean, flower bouquet etc.) on your next visit.

​

8.2 Team Rotation  

 In cases where a team change is necessary (e.g. sick leave, vacation, resignation), we will inform you in advance. If we hire new staff, we will provide appropriate training and supervision to maintain our service standards

​9. Right To Refuse Service

We reserve the right to refuse or cancel service due to:

  • Excessively unsanitary or neglected conditions

  • Unsafe or hostile environments

  • Disrespectful behavior toward our team

10. Changes To Terms

Lavender Ladies Home Cleaning reserves the right to update or change these Terms at any time. Clients are encouraged to review them periodically. Continued use of our services implies acceptance of the latest version.

11. Governing Law

These Terms are governed by the laws of the Province of Alberta and applicable federal laws of Canada.


If you have any questions about these Terms and Conditions, please contact us at:

​

Lavender Ladies Home Cleaning
Email: lavenderladiesyyc@gmail.com

bottom of page