Top Grade A Cleaning Policies & Service Agreement
1. Booking and Scheduling
Appointments are reserved once confirmed by Top Grade A Cleaning.
A $75 booking deposit may be required for one-time, move-in, move-out, deep-cleaning, or other selected services. The deposit is applied toward the final invoice.
Changes or cancellations require at least 24 hours’ notice. Cancellations or rescheduling with less than 24 hours’ notice are subject to a $75 cancellation fee. Booking deposits may also be retained when insufficient notice is provided.
If our cleaners cannot access the property at the scheduled arrival time, a $75 lockout fee may apply.
Arrival times may be provided as a window due to travel, traffic, weather, or delays at earlier appointments.
2. Payments
Payment is due on the day of service unless other arrangements have been approved in writing.
Payment may be completed through the payment link provided or by e-transfer to:
For one-time and move-out services, the remaining balance must be paid immediately upon completion of the cleaning.
Late payments may incur a $25 late fee after seven days, plus applicable interest thereafter. Future or recurring services may be paused or discontinued when an account has an outstanding balance.
All quoted rates are subject to applicable GST.
3. Quality Guarantee
If you are dissatisfied with any part of your cleaning, you must notify Top Grade A Cleaning within 24 hours of service completion and provide clear photographs of the areas of concern.
When a concern involves an area included in the agreed scope of work, we will arrange a return visit to address that specific area at no additional charge.
Concerns reported after 24 hours are not eligible for a complimentary return visit, refund, or account credit, as the condition of the property may have changed due to normal use, dust settling, contractors, occupants, moving activity, or other circumstances outside our control.
Complimentary return visits do not include new mess, additional requests, areas excluded from the original service, or work that could not be completed because of limited access, unsafe conditions, excessive buildup, or permanent staining or damage.
Top Grade A Cleaning does not provide refunds instead of an opportunity to correct an eligible concern.
4. Move-Out Cleaning Walkthrough
Move-out cleaning clients are strongly encouraged to complete a walkthrough immediately after the service.
Any missed areas must be identified during the walkthrough or reported to Top Grade A Cleaning with clear photographs within 24 hours of service completion.
If the client declines, is unavailable for, or chooses not to complete a walkthrough, the cleaning will be considered complete, subject to the same 24-hour Quality Guarantee.
Concerns reported more than 24 hours after the service are not eligible for a complimentary return visit, refund, or account credit.
Top Grade A Cleaning is not responsible for changes to the property after our team leaves, including dirt or damage caused by occupants, movers, contractors, landlords, property managers, maintenance workers, pets, or other individuals entering the property.
5. Move-Out Cleaning Conditions and Pricing
Move-out cleaning quotes are based on the size, condition, photographs, and information provided by the client before the appointment.
The property must be vacant or reasonably cleared of personal belongings unless otherwise agreed in writing.
If the property’s actual condition is substantially worse than represented—including excessive grease, buildup, garbage, personal belongings, pet waste, mold, bodily fluids, pests, or other hazardous or unusually time-consuming conditions—Top Grade A Cleaning may:
Stop work until revised pricing is approved;
Adjust the quoted rate;
Limit the work to what can reasonably be completed within the scheduled time; or
Decline or discontinue the service for health or safety reasons.
Additional time or work outside the original scope requires client approval and may result in additional charges.
A cleaning service cannot guarantee the return of a security deposit, pass a landlord or property-management inspection, or correct damage and maintenance issues that require repair or restoration.
6. Appliances and Heavy Items
Inside-appliance cleaning is included only when stated in the selected cleaning package or written quote.
Clients must pull out large appliances before our arrival if cleaning behind or underneath them is required.
For safety and liability reasons, our cleaners do not move, lift, disconnect, or reconnect heavy appliances, including refrigerators, stoves, washers, and dryers.
Our cleaners will not move appliances connected to gas, water, or fixed electrical connections.
If an appliance has not been safely pulled out before the appointment, the area behind or underneath it will be excluded from the service and will not be considered a missed area under the Quality Guarantee.
Top Grade A Cleaning is not responsible for damage caused by moving or accessing client-prepared appliances.
7. Scope of Work
The service includes only the tasks listed in the selected package, quote, or written agreement.
Additional services—including inside appliances, inside cupboards, baseboards, interior windows, wall washing, paint removal, excessive buildup removal, and specialized cleaning—must be requested in advance.
For safety reasons, our team does not:
Climb higher than a two-step stool;
Move heavy furniture or appliances;
Handle mold, bodily fluids, animal waste, needles, pests, or other biohazards;
Perform restoration, repairs, or specialized remediation; or
Clean areas that cannot be accessed safely.
Areas that are blocked, locked, unsafe, occupied, or inaccessible may be excluded from the cleaning.
8. Client Responsibilities
Clients must provide safe and timely access to the property, along with working electricity, running water, adequate lighting, and reasonable heating or ventilation.
Pets must be safely secured during the service.
Clients should remove clutter and personal belongings from surfaces and floors. Cleaners are not responsible for organizing or moving large amounts of personal property unless organization services were booked separately.
Clients must disclose known hazards, infestations, mold, damaged fixtures, unstable items, alarms, access restrictions, or other conditions that could affect the safety or completion of the service.
Failure to disclose significant conditions may result in additional charges or cancellation of the service.
9. Supplies and Equipment
Top Grade A Cleaning provides the professional cleaning supplies and equipment required for the booked service.
Clients requesting the use of personal products or equipment must notify us in advance and provide clear instructions.
Top Grade A Cleaning is not responsible for damage, discolouration, ineffective results, or adverse reactions caused by client-supplied products or equipment.
10. Damage, Breakage, and Valuable Items
Our team treats every property with care. Any claim involving alleged damage must be reported within 24 hours of service completion and supported with photographs.
Top Grade A Cleaning will review the circumstances and determine an appropriate resolution.
We are not responsible for normal wear and tear, pre-existing damage, improperly installed or secured items, unstable fixtures, undisclosed fragile items, or damage resulting from deterioration.
Clients are responsible for safely storing fragile, valuable, sentimental, or irreplaceable items before the appointment.
11. Results Disclaimer
While we strive to provide high-quality cleaning, complete removal of permanent stains, paint, hard-water deposits, rust, mold staining, odours, discolouration, adhesive, or long-term buildup cannot be guaranteed.
Heavily neglected surfaces may require multiple treatments, repairs, replacement, restoration, or specialized services beyond professional cleaning.
Top Grade A Cleaning is not responsible for pre-existing damage or for surfaces that react adversely because of age, deterioration, improper installation, or previous product use.
Agreement
By booking a service, paying a deposit, or allowing Top Grade A Cleaning to begin work, the client confirms that they have reviewed, understood, and agreed to these policies and the service scope provided with their quote.
Top Grade A Cleaning carries WCB coverage and business insurance.