Terms & Conditions

Applies to all services offered by Trust Clean | Vancouver Trust clean Inc

Acceptance of Terms

The utilization of services provided by Vancouver Trust Clean Inc by any party, herein referred to as “you,” implies your unreserved acceptance of the terms and conditions set forth below:

Safety Measures

At Vancouver Trust Clean Inc, the safety and well-being of our team members are our highest priorities. Therefore, we implement the following protocols:

Our team members will not lift objects exceeding 35 lbs or handle items that could present an unreasonable safety risk. We kindly request heavy furniture or appliances be relocated prior to our arrival to ensure clear access.

Employees will not ascend beyond the height of a 2-step stool, use ladders, or position themselves on unstable surfaces.

Hazardous or potentially unsafe materials (e.g., bodily fluids, needles, hazardous substances) will not be touched. If extreme contamination or unsafe conditions are detected (e.g., intoxicated individuals, aggressive animals, narcotics, or firearms), the team will vacate the premises. In such cases, clients remain responsible for the full service cost. Should this occur, we will promptly notify you.

Insect Infestation

In the event that we encounter an insect infestation (e.g., ants, termites, roaches, bedbugs) that compromises the safety of our team or impedes the cleaning process, services will be immediately suspended.

You will be notified promptly of the situation. Please note that you will remain responsible for the full cost of the scheduled service, regardless of whether the cleaning is completed. We strongly recommend addressing infestations prior to booking to avoid disruption.

Equipment

Vancouver Trust Clean Inc provides all necessary equipment and cleaning materials for services. However, should the client prefer to supply their own tools or products, this must be communicated in advance.

Please note, Vancouver Trust Clean Inc is not liable for any damage or substandard results arising from the use of client-provided equipment or materials. By opting to provide your own supplies, you accept full responsibility for the outcome and any associated risks.

Accessing Your Premises

For smooth and efficient service delivery, we highly recommend providing a key or door code. Please rest assured that any keys provided will be securely stored without any personal information attached. For security reasons, keys will not be sent via mail. If supplying a key or code is not possible, we will need to arrange for you to meet our team at the location.

If our team is unable to access the premises within the designated One-Hour Arrival Window, you will be billed the full cost of the scheduled service. Our Customer Care Team will make every effort to contact you for further instructions within 15 minutes before moving on to the next appointment.

Service Fee Policy

Our service fees are based on the information you provide at the time of booking, including details such as the property’s size, condition, and any other relevant factors. This fee is a fixed rate, not an estimate, and applies as long as the property’s condition matches the description given.

If, upon arrival, the actual condition of the property differs from what was described—such as being larger, recently renovated, or in more challenging condition—we reserve the right to adjust the service charge or, at our discretion, decline to proceed with the service.

Please note, our service fees are determined by the completion of the specified cleaning tasks, not by the amount of time spent or the number of cleaners required. While we may provide estimated time frames, these are for general guidance only and are not guaranteed.

Security Alarm

In the event that the premises are equipped with a security system, it is your responsibility to ensure the system is deactivated prior to the scheduled cleaning. Alternatively, you must provide the alarm codes and input sequences. Vancouver Trust Clean Inc. will not be held liable for any false alarms or misuse of the alarm system if it is left armed.

Scheduling

While we make every effort to accommodate your scheduling preferences, we cannot guarantee the same team for each appointment due to operational factors. Additionally, the condition of the premises may require a longer cleaning time than originally estimated. In such instances, we will notify you of the extended duration and any additional costs before proceeding with the extra work.

Pets On Premise

We are not responsible for pets that may escape containment during our team’s entry or exit. If your pet is expected to roam freely during the cleaning, please inform us in advance so that our team can take extra care when handling doors.

Our team will do their best to work around pets when possible. However, if a pet presents a safety risk, we reserve the right to leave the premises, and the full service fee will still apply. It is the client’s responsibility to ensure pets are secured during the cleaning.

Protection of Valuables

Clients are advised to take the necessary precautions to protect their valuable items during the cleaning service. While Vancouver Trust Clean Inc. exercises care and diligence, clients are responsible for securing their valuables. We are not liable for any loss or damage to items that have not been properly safeguarded.

Damage / Loss of Property

Vancouver Trust Clean Inc. clients must report any damage or loss within 24 hours of service completion. Claims made after this period will not be considered.

Vancouver Trust Clean Inc. reserves the right to hire qualified professionals to assess and repair any damage.

If keys are lost or mishandled by our team, Vancouver Trust Clean Inc. will cover the cost of key replacement and locksmith fees.

Vancouver Trust Clean Inc. is not liable for:

Unsecured or improperly anchored items (e.g., pictures, shelves)
Pre-existing damage (e.g., scratches, dents)
Damage resulting from faulty installations
Unsealed surfaces (e.g., marble, granite) that may be affected during cleaning
Freshly painted walls, newly installed caulking, or new flooring
Accidents or injuries to clients or third parties unrelated to our direct actions, including slips or falls. Clients must ensure a safe environment and communicate any hazards in advance.

Clients are encouraged to secure fragile items or inform us ahead of time if there are any items they prefer not to have cleaned or handled.

Limitation of Liability

Clients must also acknowledge the following limitations and exclusions of liability:

Vancouver Trust Clean Inc.’s liability for key replacement and/or locksmith services is limited to $100 per premises.
Vancouver Trust Clean Inc.’s liability for any damage to or loss of property is limited to ten times the cost of the service charge on the day the damage or loss occurred.
Vancouver Trust Clean Inc. shall not be liable for any bodily injury or illness (including death) arising out of or in connection with its services.
Vancouver Trust Clean Inc. shall not be liable for any indirect, punitive, consequential, incidental, or special damages (including, but not limited to, lost profits, business interruption, the cost of procuring substitute services, lost opportunities, reputational damage, or data loss) arising out of or in connection with its services, even if Vancouver Trust Clean Inc. has been made aware of the possibility of such damages.

Clutter Management

Effective cleaning relies on minimizing clutter in the cleaning area. Excessive clutter may impact the estimated cleaning duration and could lead to additional charges.

Cancellations & Rescheduling

To ensure the best possible service, we kindly ask our clients to follow these guidelines regarding cancellations and rescheduling:

More than 2 business days’ notice: Cancellations or rescheduling made more than two business days before the scheduled appointment will incur no charge.
Between 1 and 2 business days’ notice: Cancellations or rescheduling within this time frame will result in a charge of 50% of the total service cost.
Less than 1 business day’s notice: Cancellations or rescheduling with less than one business day’s notice, or if our team is unable to access the premises upon arrival, will incur the full service fee.

Please notify Vancouver Trust Clean Inc. as soon as possible to avoid unnecessary charges.

Pre- and Post-Cleaning Documentation

As part of our standard procedure, Vancouver Trust Clean Inc. may take photographs of your property before and after the cleaning service to document its condition and record any pre-existing damage. By booking our services, you grant us permission to take these photos for documentation purposes.

If you verbally or in writing refuse this authorization, you acknowledge and agree to waive the right to make any claims against Vancouver Trust Clean Inc. for damages that may be alleged to have occurred during the service.

Refunds

Please note that, in accordance with our policy, refunds will not be issued in cases where service is terminated due to conditions such as, but not limited to, the presence of pests (e.g., roaches).

Services

Get In Touch

33 W Pender St, Vancouver, BC V6B 0E5, Canada