Victoria Cleaning Collective
Terms & Conditions
By booking or using a cleaning service provided by Victoria Cleaning Collective (“VCC,” “we,” “us,” or “our”), you agree to the following Terms & Conditions. Please review them before booking your service.
Services & Scope of Work
Each booking includes the tasks listed for the service selected at the time of booking, along with any additional services or add-ons purchased by the customer.
Requests outside the booked scope may require additional time and charges and must be approved by Victoria Cleaning Collective before the additional work is performed.
Victoria Cleaning Collective provides professional residential and commercial cleaning services. We do not provide hazardous-material remediation, pest control, mould remediation, restoration work, construction-trade services, or other work requiring specialized licensing, equipment, or expertise.
Booking Information
Customers are responsible for providing accurate information when booking, including the size and condition of the property, number of bedrooms and bathrooms, pets in the home, requested services, and any other information that may reasonably affect the time or scope of the cleaning.
If the property differs significantly from the information provided at booking, Victoria Cleaning Collective may adjust the service, scope, or price before proceeding.
Where a booking is made on behalf of another person or property owner, the person making the booking is responsible for ensuring they have authority to arrange the service and for providing accurate property and access information.
Pricing
Prices are based on the service and add-ons selected and the information supplied at the time of booking.
Additional charges may apply where:
- additional services are requested;
- the condition of the property requires substantially more work than reasonably expected;
- the size or condition of the property was inaccurately described; or
- the scope of work changes after booking.
Where a material price adjustment is required, we will discuss the change with the customer before completing additional work.
Victoria Cleaning Collective may update its prices from time to time. Any changes affecting recurring customers will be communicated in advance and will apply only to future services.
Hourly Services
Victoria Cleaning Collective may offer one-time hourly cleaning for properties that require a flexible scope of work or cannot reasonably be priced using our standard flat-rate services. Hourly cleaning is billed at $60 per hour, per cleaner, with a 3-hour minimum.
If the condition, size, or scope of a property differs significantly from the information provided at booking, Victoria Cleaning Collective reserves the right to recommend or convert the service to hourly cleaning. The client will be informed of the change in pricing before additional work proceeds.
For hourly bookings, the total cost is based on the number of cleaners assigned and the number of hours booked or worked.
Short-Notice Bookings
Bookings made for the following day may be subject to a short-notice booking fee. Any applicable fee will be displayed or confirmed before the booking is finalized.
Payment
Victoria Cleaning Collective operates using electronic, cash-free payment.
Payment is processed after the cleaning service has been completed using the payment method provided through our booking system.
Customers are responsible for ensuring that valid payment information is provided.
Receipts are issued electronically after successful payment and sent to the email address provided at booking.
Recurring Cleaning
Recurring cleaning is available on the following schedules:
- Weekly: approximately every 7 days
- Bi-weekly: approximately every 14 days
- Every four weeks: approximately every 28 days
Recurring rates are based on the selected frequency.
If a recurring appointment is skipped or rescheduled in a way that substantially increases the time between services, the next cleaning may be charged at the rate corresponding to the actual time since the previous cleaning.
For example, if a bi-weekly customer skips a service and four weeks pass between cleanings, the next service may be charged at the four-week rate.
Recurring cleaning does not require a long-term contract and may be cancelled at any time. Any appointment scheduled within the next 24 hours remains subject to our late cancellation policy.
Cancellations & Rescheduling
Customers may cancel or reschedule a cleaning without a late cancellation fee by providing at least 24 hours’ notice before the scheduled appointment.
Cancellations or rescheduling requests made within 24 hours of the appointment may be subject to the applicable late cancellation fee shown at the time of booking.
Victoria Cleaning Collective may waive a cancellation fee at its discretion.
Property Access & Lockouts
Customers are responsible for ensuring that Victoria Cleaning Collective can safely access the property at the scheduled service time.
Access instructions, door codes, lockbox information, concierge procedures, alarm information, or other relevant instructions should be provided before the appointment.
If we are unable to access the property and cannot reasonably begin the service, the appointment will be treated as a late cancellation and the applicable cancellation fee may be charged.
Arrival Window
Scheduled cleaning times include an arrival window of up to one hour before or after the scheduled time.
This allows for traffic, parking, previous appointments, and other unavoidable delays.
If we expect to arrive outside this window, we will make reasonable efforts to notify the customer.
Supplies & Equipment
Victoria Cleaning Collective provides the cleaning products, equipment, and tools normally required to complete the booked service, including thoughtfully selected eco-friendly cleaning products and steam-cleaning equipment where appropriate.
Customers may request that we use a specific product supplied by the customer. Such requests should be made in advance where possible.
Victoria Cleaning Collective is not responsible for damage or unexpected results caused by a customer-supplied product when used according to the customer’s instructions.
Pets
We’re happy to work in homes with pets.
Customers should let us know about any pets in the home before the cleaning. Friendly pets may remain in the home, although we may ask that a pet be secured if they are anxious, reactive, likely to interfere with the cleaning, or at risk of escaping.
We will take reasonable care when entering and leaving the property, but Victoria Cleaning Collective cannot accept responsibility for pets that escape during access to the home.
We do not clean litter boxes or animal urine, feces, vomit, or other biological waste.
Clutter & Accessibility
To help us clean thoroughly and efficiently, floors, surfaces, and areas included in the service should be reasonably accessible before the appointment.
We are happy to work around normal everyday belongings, but excessive clutter may limit the areas we are able to clean.
Organizing, decluttering, or moving large quantities of personal belongings is not included unless specifically arranged in advance.
Heavy Items, Appliances & Working at Heights
Victoria Cleaning Collective does not move heavy furniture, appliances, or other items that may pose a risk of injury or property damage.
If cleaning behind or underneath these items is requested, they must be safely moved before our arrival.
For safety reasons, our team will not perform work requiring unsafe climbing or working beyond a small step stool or approximately two ladder rungs.
Move-In & Move-Out Cleaning
Move-in and move-out cleaning is priced for properties that are substantially empty and accessible.
If inside cabinets, drawers, refrigerators, ovens, or other storage areas are included in the booked service, those areas must be emptied before we arrive.
If the property is still occupied, heavily furnished, or significantly different from the condition described when booked, Victoria Cleaning Collective may adjust the service type, price, or scope after discussing the situation with the customer.
Add-On Services
Optional services such as inside ovens, refrigerators, cabinets, interior windows, and other detailed cleaning tasks may be selected through our online booking system for an additional charge.
Where applicable, customers are responsible for ensuring these areas are emptied and reasonably accessible before service begins.
Additional requests made after booking may be accommodated where scheduling permits but must be approved by Victoria Cleaning Collective and may result in additional charges.
Post-Construction Cleaning
Post-construction cleaning may be booked as an add-on for smaller residential projects where the scope of work can reasonably be determined through the online booking process.
Larger projects, multi-unit properties, apartment buildings, active construction sites, or projects involving multiple areas require a custom quote.
The property must be safe for cleaning personnel to enter and substantially free of active construction work before service begins.
Victoria Cleaning Collective does not provide construction-debris removal, hazardous-material removal, or specialist removal of paint, adhesives, grout, silicone, or other construction materials unless specifically agreed to in advance.
If the condition or scope of the property differs significantly from what was disclosed, we may revise the scope or price, reschedule the service, or decline work that cannot be completed safely.
Realtor & Property Preparation Services
Realtor and property-preparation services may be booked online, including any applicable add-ons.
Customers, realtors, property managers, or other parties booking on behalf of a property owner are responsible for providing accurate information regarding the property, requested services, and access arrangements.
Commercial Cleaning
Commercial cleaning services are provided by custom quote.
Quotes are based on factors including the size and condition of the property, frequency of service, access requirements, and agreed scope of work.
Work outside the agreed commercial scope must be approved in advance and may result in additional charges.
Site Access, Utilities & Readiness
Customers are responsible for providing safe and timely access to the property and advising Victoria Cleaning Collective of any building access procedures, alarm systems, parking restrictions, security requirements, or other conditions that may affect the service.
Functioning water and electricity must be available where reasonably required to complete the booked service.
If access, utilities, active construction, other contractors, or site conditions prevent us from safely completing the work, the service may need to be modified or rescheduled.
Health & Safety
Victoria Cleaning Collective reserves the right to refuse, stop, or modify work where conditions present a health or safety risk or fall outside the scope of our insurance or cleaning services.
We do not clean or handle:
- human or animal bodily fluids or biological waste;
- needles, sharps, or other potentially hazardous objects;
- hazardous chemicals or materials;
- significant pest infestations;
- mould requiring remediation;
- unsafe or structurally compromised areas; or
- other conditions requiring specialized remediation or protective equipment.
If unexpected hazardous conditions are discovered after service has begun, we may stop work in the affected area or discontinue the service where necessary.
Valuables & Fragile Items
Customers are responsible for securing cash, jewellery, important documents, heirlooms, and other valuable, irreplaceable, or highly fragile items before service.
Please notify us in advance about any items, materials, finishes, or surfaces requiring special care or that should not be cleaned or handled.
Accidental Damage
We take great care while working in your property, but accidents can occasionally happen.
If Victoria Cleaning Collective causes damage during a service, we will notify the customer as soon as reasonably possible.
Any concerns regarding possible damage should be reported within 24 hours of the cleaning so the circumstances can be reviewed.
Where Victoria Cleaning Collective is responsible, we may repair, replace, or otherwise reasonably resolve the damage.
Satisfaction Guarantee
We want customers to be happy with their cleaning.
If something included in the booked service was missed, please contact Victoria Cleaning Collective within 24 hours of the cleaning and let us know which areas require attention.
Where appropriate, we will return to address the missed areas at no additional charge.
Our satisfaction guarantee applies to work included within the original booked scope and does not include additional services or tasks that were not purchased or arranged beforehand.
Service Photos
Victoria Cleaning Collective may take before-and-after photographs where reasonably necessary to document the condition of a property, confirm completed work, or support quality control.
Photos taken for internal documentation will be handled respectfully and will not intentionally include personal identifying information.
We will not use identifiable photographs of a customer’s property or belongings for advertising, social media, or other marketing purposes without permission.
Gift Cards
Victoria Cleaning Collective gift cards may be redeemed toward eligible cleaning services.
Gift cards are non-refundable and are not redeemable for cash. Any remaining balance may be applied toward a future eligible service.
Respectful Conduct
Victoria Cleaning Collective is committed to providing respectful and professional service and expects the same treatment for our team.
Harassment, discrimination, threatening behaviour, unsafe conduct, or other inappropriate treatment of VCC team members may result in immediate suspension or termination of service.
Right to Refuse or Discontinue Service
Victoria Cleaning Collective reserves the right to refuse, suspend, or discontinue a service where:
- conditions are unsafe;
- conditions are unsanitary beyond the scope of the booked service;
- the work falls outside our insured or professional scope;
- a customer or other person behaves abusively or threateningly;
- access or utilities prevent the work from being completed; or
- other circumstances make it unreasonable or unsafe for our team to continue.
Where reasonably possible, we will communicate concerns with the customer before discontinuing service.
Insurance
Victoria Cleaning Collective maintains business insurance appropriate to the cleaning services we provide.
Personal Information
Customer information provided through our website, booking system, or communications will be used as reasonably necessary to provide services, process bookings and payments, communicate with customers, and operate Victoria Cleaning Collective.
Personal information will be handled in accordance with applicable privacy laws and our Privacy Policy.
Changes to These Terms
Victoria Cleaning Collective may update these Terms & Conditions from time to time.
Unless otherwise agreed, the version posted on our website at the time a service is booked will apply to that booking.
Governing Law
These Terms & Conditions and services provided by Victoria Cleaning Collective are governed by the laws of the Province of British Columbia and the applicable laws of Canada.
Acceptance of Terms
By booking or using a service from Victoria Cleaning Collective, the customer confirms that they have read, understood, and agreed to these Terms & Conditions.