Terms of service
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By booking a cleaning service with Ivory Cleaning Group, you agree to the following terms and conditions. Please read them carefully before completing your booking.
1. Services
Ivory Cleaning Group provides residential and commercial cleaning services in Ottawa and the surrounding area. The specific services included in your booking are outlined at the time of purchase. Services are performed by trained cleaning professionals and are subject to the scope described in your selected service package.
We reserve the right to modify, update, or discontinue specific service offerings at any time. Any changes will not affect confirmed bookings already in progress.
2. Bookings & Appointments
All services must be booked in advance through our online booking system or by contacting us directly. Some services, including quote-based services, may be arranged directly with Ivory Cleaning Group rather than purchased through online checkout. Bookings are confirmed upon receipt of any required prepayment or booking confirmation notice.
Clients are responsible for ensuring that the property is accessible and ready for cleaning at the scheduled appointment time. This includes securing pets, clearing areas to be cleaned, and ensuring a point of contact is reachable on the day of service.
Ivory Cleaning Group reserves the right to reschedule or cancel appointments due to unforeseen circumstances, including but not limited to staff illness, severe weather, or safety concerns. In such cases, we will make every reasonable effort to notify you promptly and offer an alternative appointment.
3. Pricing & Payment
All prices are listed in Canadian dollars (CAD) and are subject to applicable taxes. Pricing is based on the service type and scope selected at the time of booking. Significant changes to the size, condition, or scope of the property may result in a pricing adjustment, which will be communicated prior to or upon arrival.
Payment is due at the time of booking or as otherwise specified during checkout. For quote-based or directly arranged services, payment terms will be confirmed at the time of booking. We accept payment via the methods available at checkout or as otherwise agreed.
Ivory Cleaning Group reserves the right to update pricing at any time. Changes will not apply to confirmed bookings that have already been paid.
4. Cancellations & Rescheduling
We understand that plans change. To cancel or reschedule your appointment without penalty, please notify us at least 24 hours before your scheduled service time.
Cancellations or rescheduling requests made less than 24 hours before the scheduled appointment are subject to a $50 cancellation fee. A $50 cancellation fee may also apply if our cleaner arrives at the property and is unable to perform the service because access was not provided at the scheduled time.
To cancel or reschedule, please contact us through our website or by email at the address provided in your booking confirmation.
5. Satisfaction Guarantee & Re-Cleans
Your satisfaction is important to us. If you are not satisfied with any aspect of your cleaning, please notify us within 24 hours of service completion. We will make reasonable efforts to address the concern, which may include returning to re-clean the affected area at no additional charge.
Concerns reported after 24 hours, or where the property has been used or altered following the clean, may not qualify for a re-clean.
6. Client Responsibilities
To help us deliver the best possible service, clients agree to:
- Ensure the property is accessible at the scheduled time
- Secure all pets prior to the cleaner's arrival
- Remove or store valuables, fragile items, and irreplaceable objects prior to service
- Disclose any known hazards, sensitivities, or special conditions that may affect the cleaning or the safety of our team
- Ensure the property has access to running water and electricity, as required for cleaning
7. Liability & Property Damage
Ivory Cleaning Group takes great care when working in your home or office. In the unlikely event of damage caused by our team during the course of service, please notify us in writing within 48 hours of service completion.
We will investigate the matter in good faith and, where our team is found responsible, work to make it right through repair, replacement, or reasonable compensation at our discretion.
Ivory Cleaning Group is not liable for:
- Pre-existing damage or wear and tear
- Damage to improperly secured or inherently fragile items
- Damage reported more than 48 hours after service completion
- Loss of items not disclosed or secured prior to service
8. Safety & Right to Refuse Service
At Ivory Cleaning Group, the safety and well-being of our clients and cleaning professionals are our highest priorities. Our cleaners are trained to deliver exceptional service in a safe and respectful environment.
Our Right to Refuse or Stop Service
Ivory Cleaning Group and its cleaning professionals reserve the right to refuse entry to a property, pause work in progress, or leave a property at any time if conditions are deemed unsafe, hazardous, threatening, or materially different from what was disclosed at the time of booking.
Circumstances that may result in service being refused, paused, or discontinued include, but are not limited to:
- Exposed needles, sharps, or other dangerous objects
- Human waste or excessive animal waste requiring specialized cleaning beyond standard residential services
- Severe pest or insect infestation
- Suspected hazardous substances, dangerous fumes, or unsafe chemicals
- Unsafe electrical or structural conditions
- Aggressive, uncontrolled, or unrestrained animals
- Excessive or hazardous debris
- Any condition requiring specialized remediation, equipment, or personal protective equipment (PPE) beyond the scope of services provided by Ivory Cleaning Group
- Threatening, aggressive, sexually inappropriate, intimidating, or otherwise unsafe behaviour from a client or any person present at the property
Our cleaning professionals are always permitted to immediately leave a property if they reasonably believe their personal safety is at risk. This decision rests solely with the cleaner and will be respected without question.
Client Disclosure Responsibility
To ensure every appointment runs smoothly and safely, clients are asked to disclose any unusual, hazardous, or non-standard property conditions prior to their scheduled appointment. This allows us to confirm that the appropriate service and resources are in place.
Failure to disclose significant property conditions may result in the cleaning being refused, paused, or rescheduled at our discretion. In such cases, our standard cancellation policy as described in Section 4 may apply.
9. Privacy
Ivory Cleaning Group collects and uses your personal information solely for the purpose of booking, delivering, and improving our services. We do not sell or share your personal information with third parties except as required to process your booking or as required by law.
For full details, please refer to our Privacy Policy available on our website.
10. Changes to These Terms
Ivory Cleaning Group reserves the right to update these Terms of Service at any time. The most current version will always be available on our website. Continued use of our services following any changes constitutes your acceptance of the revised terms.
11. Governing Law
These Terms of Service are governed by the laws of the Province of Ontario and the applicable federal laws of Canada. Any disputes arising from these terms or from the use of our services will be subject to the exclusive jurisdiction of the courts of Ontario.
If you have any questions about these terms, please contact us before completing your booking.