Terms of Service

Revised October 17, 2026

These terms explain your booked cleaning scope, pricing, payment, preparation responsibilities and service remedies. They apply to residential services booked with Nettoyage Zen Haus Cleans Ltd., operating as Zen Cleans ("we", "us", "our" or the "Company"). "You" means the customer; "Service Provider" means a cleaner or cleaning team we assign. The "Site" is zencleans.ca; references to an "App" apply to any booking application we provide.

1. Service booking process and agreement

Bookings are made online through our website. Our confirmation of your booking creates a binding service contract between you and Zen Cleans on the terms presented and accepted at booking. Before submitting a booking, review these terms, the applicable checklist, selected extras and total price. We provide a written confirmation and a copy of the agreed terms that you can retain. Tell us promptly if any detail is incorrect.

You must be at least 18 years old and legally authorized to grant access to the property. By submitting a booking, you represent and warrant that you meet both requirements. You must provide accurate information about the property, its condition, accessibility, parking and services required. We may decline or cancel an ineligible or unauthorized booking. To the extent permitted by law, we are not responsible for losses caused by a booking made without the required age or authority; this does not remove our own legal obligations.

Nothing in these terms excludes, restricts or waives any right, warranty, remedy or protection that cannot lawfully be excluded. This applies throughout, including to charges, liability limits, indemnities, claim deadlines and guarantee conditions.

2. The scope of your cleaning

Your booked scope consists of the tasks included in the published checklist for your selected service type, plus available optional extras expressly agreed to, itemized and billed as part of the booking at the time of booking. The service type, rooms, extras and any agreed limits must appear in your confirmation. An extra shown on a checklist is not automatically included. Service types are not automatically cumulative.

Full service checklists: zencleans.ca/checklists

The published checklists cover Standard Cleaning, Deep Cleaning and Move In/Out Deep Cleaning. Any separately offered service, including Post-Renovation Cleaning, must have a written checklist or scope and price agreed before booking. Requests outside the applicable checklist may be declined or quoted separately; they become part of the service only through an approved, recorded booking change or separate booking.

Microwave cleaning. Standard Cleaning includes wiping the microwave inside and outside. Deep Cleaning and Move In/Out Deep Cleaning also include this inside-and-out wipe. For either deep-cleaning service, you may optionally book a deeper microwave clean from the available extras. If that extra is not agreed to and billed, the microwave is wiped inside and out as in Standard Cleaning. Kitchen and bathroom cabinet and drawer interiors remain optional in Deep Cleaning and included in Move In/Out Deep Cleaning.

The checklist version presented when you book, together with the confirmed extras, governs that visit. Later website edits do not change an existing booking without agreement. "Billed at booking" means the extra and its price are recorded then; payment follows section 6. Later extras must be approved, itemized and billed in an updated confirmation or invoice before the extra work is performed.

Arrival windows and duration

Each booking has a 30-minute arrival window starting at the time shown in your confirmation. Arrival within that window is on time. Services are task-based: the price covers completion of the booked checklist tasks and agreed extras, rather than a set number of hours. No minimum duration is guaranteed, and time spent on site alone is not a basis for a claim or price adjustment. This does not excuse missed tasks, inadequate service quality or another failure to perform the agreed service.

Excluded services

Unless expressly included in the applicable checklist or booked as an agreed extra or separate service, cleaning does not include exterior windows; mold remediation; bodily fluids, human or animal waste or biohazard cleanup; pest-related cleanup; hoarding or extreme-clutter work; laundry, dishes, organizing or decluttering; driveways, exterior walls or pressure washing; air duct or HVAC cleaning; carpet shampooing or steam cleaning; or construction debris removal. We may decline unsafe work or work requiring specialist skills or equipment. General tidying listed in a checklist does not include extensive organizing or clutter removal.

3. Pricing and recurring services

All prices are in Canadian dollars. Applicable sales taxes are extra unless expressly stated otherwise. We use flat rate pricing. Each booking includes a $50 Base Service Fee covering transportation, insurance and other overhead. The price before frequency discounts and taxes is Base Fee + Rooms + Upgrade + Extras. All components, the applicable discount, the corresponding standard one-time clean price and the total payable are disclosed before confirmation. There is no hourly billing or minimum hourly charge.

Additional work and on site charges

If the property requires materially more work than described at booking, such as undisclosed heavy soiling, hoarding or post-event cleanup, or you request additional services on site, we will explain the proposed change in scope and additional charge and obtain your approval before performing extra work. Once approved, you authorize us to charge the agreed additional amount and applicable tax automatically to the card on file. We record the agreed change in an updated confirmation or invoice. Extra time alone does not authorize a charge.

If approval cannot be obtained, we may continue only the work that can safely be completed within the agreed scope, pause affected tasks or offer a revised booking. An extra-charge proposal does not oblige us to undertake excluded or unsafe work. The safety and access rules in sections 4 and 5 and the cancellation rules in section 7 govern any interruption or refusal and associated fee.

Frequency discounts

Recurring cleaning discounts are 25% for weekly visits, 20% for biweekly visits (every two weeks) and 15% for monthly visits (every four weeks). The recurring arrangement covers the confirmed service type, frequency and extras. An extra purchased for one visit does not carry forward unless expressly included in the recurring arrangement.

If you cancel the recurring arrangement after only the first completed visit, we will charge the value of the frequency discount applied to that visit. The total paid for that first visit will then equal the standard one-time clean price for the same booked scope disclosed before booking. We will itemize the adjustment and applicable tax. This restores one-time pricing where only one visit is completed, subject to your statutory rights and the exception for rejecting new pricing below.

If a pattern of skipped or cancelled visits means the actual frequency no longer matches the discount applied, we may reassign future bookings to the frequency actually maintained and adjust the discount and price accordingly. We will notify you of the applicable frequency and price before the next affected visit and obtain any consent required by law. This applies prospectively; completed visits are not repriced except under the first-visit rule above.

Changes to recurring service prices

We may propose changes to the underlying rates used for recurring services. New rates take effect no earlier than 30 days after you receive written notice. Applying the existing frequency-discount schedule to the frequency actually maintained is governed by the preceding paragraph. The notice will state the new price, effective date and how to accept or decline. If you do not accept, either party may end the recurring arrangement before that date without penalty, including without a first-visit discount adjustment solely because you rejected the new pricing. We will obtain any agreement required by law before charging a new price. Where legally permitted following the required notice and acceptance process, continuing to use the service at the notified new price constitutes acceptance. Silence alone does not authorize a charge.

4. Preparing the property and providing access

Provide safe access from the beginning of the arrival window, with accurate entry instructions, keys or access codes, building permissions and parking information. Electricity, running hot and cold water and facilities needed for the booked tasks must be available. You do not need to be present if safe access has been arranged.

For the Service Provider's safety, all pets must be secured or confined during the service. Children present must be supervised by an adult at all times while the Service Provider is working and kept clear of the work area.

Clear sufficient clutter for booked surfaces to be accessible. For Move In/Out Deep Cleaning, empty included cabinet, drawer and closet interiors. For booked appliance interiors, remove contents as needed and follow our preparation instructions. If the cleaner arrives and cannot gain access, section 7's lockout rule applies. We record inaccessible or omitted items; an omitted task is not recorded as completed. The specific preparation exclusions in section 5 may nevertheless mean no credit or re-clean is offered for that task, subject to law.

Special care surfaces and client supplied products

Before the visit, disclose surfaces or materials requiring special care, including natural stone, unsealed or oiled surfaces, specialty finishes, antiques and delicate fixtures. Provide relevant care instructions. To the extent permitted by law, we and our Service Providers are not responsible for damage attributable to an undisclosed special-care requirement. If you request use of your own products, you accept the risk of damage caused by those products. These allocations do not exclude liability that cannot lawfully be excluded and remain subject to section 12's exceptions.

Hazards and valuables

Disclose known hazards before service, including mold, pests, biohazards, asbestos, lead paint, chemical contamination and other health or safety risks. Failure to disclose a known hazard is a breach of these terms and may cause us to refuse or stop work immediately. Where lawfully payable, the full booking fee may be charged as agreed cancellation damages for the reserved visit, intended to compensate for lost booking time and capacity. It is not a charge for performing hazardous cleanup. We will explain the basis, will not duplicate another cancellation fee for the same visit, and will respect any mandatory right to cancel or obtain a refund.

Secure or remove jewelry, cash, collectibles, fragile items and irreplaceable property before service. Notify us in writing beforehand about specific items of concern. To the extent permitted by law, we and our Service Providers are not responsible for loss or damage attributable to your failure to secure or remove such items, subject to section 12's exceptions.

5. Safety, service limits and equipment

Service Providers will not perform deep cleaning above a height safely reachable from a standard step stool of approximately two to three steps. They are not required to lift or move heavy furniture, including items over 20 lb, or undertake any unsafe task. Cleaning does not repair damage, wear or permanent staining and does not guarantee an inspector's approval or the return of a tenancy deposit.

We do not provide specialist mold remediation as part of ordinary cleaning. Safe surface cleaning of mildew expressly included in the selected checklist remains included; it does not cover hidden growth, an infestation or its underlying cause.

Access behind and under appliances

Deep Cleaning and Move In/Out Deep Cleaning include cleaning the floor behind and under movable appliances such as the refrigerator and stove. You must pull those appliances away from the wall before arrival so the floor is accessible. If you have not done so, that item is waived and will not be performed; no price reduction, credit or re-clean applies for that inaccessible item, except where required by law.

We are not obliged to move appliances and may decline a request on safety grounds. If our team accepts your request to move one, you assume the risk of resulting damage to the appliance, flooring, walls and water, gas or electrical connections, to the extent permitted by law. The team will not disconnect or reconnect utilities. We and the Service Provider accept no liability for damage within that agreed risk allocation, except for bodily injury, intentional misconduct, gross negligence or liability that cannot lawfully be excluded.

Equipment and supplies

Service Providers bring basic cleaning products and supplies to every service. For Deep Cleaning, Move In/Out Deep Cleaning and separately booked Post-Renovation Cleaning, they also bring the necessary equipment. For Standard or Maintenance Cleaning, you must provide a mop on site; the Service Provider does not bring a mop to maintenance visits. If it is unavailable, affected tasks may be limited or omitted without a price adjustment, except where required by law.

6. Payment and the 48 hour hold

Service is cash-free. Our payment processor securely retains payment credentials for payment purposes and authorization checks. By confirming a booking, you authorize the charges described in these terms, including approved additional work, any first-visit discount adjustment under section 3 and any applicable fee under sections 4 or 7.

We place a pre-authorization hold on your card 48 hours before the beginning of the arrival window. The hold amount is disclosed with the booking. For a booking made less than 48 hours ahead, authorization may occur at confirmation or promptly afterwards.

A hold checks available funds and may temporarily reduce your available credit or balance. It is not an additional fee or separate payment. The 48 hours describes the lead time before the appointment, not a promise that your bank releases the hold within 48 hours. The issuer controls release timing after the processor adjusts or releases an unused authorization.

The agreed service amount is charged on the day of the clean and a receipt is provided. Approved additional amounts may be charged to the card on file and itemized. A first-visit discount adjustment may be charged when the recurring arrangement is cancelled. Applicable appointment or hazardous-condition cancellation fees may be charged when the cancellation, rescheduling, lockout or refusal occurs, subject to the relevant terms and law.

Unpaid amounts and failed payments

Keep a valid payment method on file. If authorization or payment fails, we will notify you and may retry an authorized payment method, suspend future bookings, temporarily or permanently restrict use of our services, or take other lawful collection measures. Any administrative fee must be reasonable and disclosed and agreed in advance. We may seek prejudgment or postjudgment interest and costs awarded by a court, or other interest lawfully payable. Court-debt interest is not automatically added to an invoice without a lawful basis.

7. Cancellations, rescheduling and lockouts

Appointment fees protect the time reserved for your booking. Notice is measured backwards from the beginning of the confirmed 30-minute arrival window, using local time at the property. At least 48 full hours' notice qualifies for cancellation or rescheduling without an appointment cancellation fee.

When you cancel or reschedule — appointment fee:

• At least 48 hours before the window starts — no appointment fee.
• Less than 48 hours ahead, before the service date — 50% of the booking.
• On the service date, or a lockout on arrival — 100% of the booking.

"Same day" means the calendar date of service. A lockout means the cleaner arrives within the arrival window but cannot gain access. Fees are based on the confirmed pre-tax booking total, including booked extras and after any confirmed discount; any tax required on the fee is shown separately. Only one appointment cancellation fee applies per visit; the tiers are not added together. A section 4 hazardous-condition charge is not duplicated with an appointment fee for that same visit.

Appointment fees are separate from section 3's first-visit discount adjustment, which reprices a completed visit and may apply even if no appointment fee is due. Cancelling or rescheduling one appointment alone does not end the recurring arrangement. Cancellation solely because you reject a notified recurring-price increase under section 3 is without penalty as stated there.

Cancel or reschedule by email to hello@zencleans.ca or call (437) 372-5696. Notice is measured when the request reaches us. Give your name, property and appointment date and retain a copy or request written confirmation. We may agree to an exception in writing. Statutory cancellation and refund rights take priority.

8. Changes and events beyond our control

If we need to change or cancel a visit, we will notify you promptly and offer an alternative where available. No customer cancellation fee applies to a visit we cancel or an alternative time you do not accept, except for a customer-caused lockout or undisclosed hazard governed by sections 4 and 7, where lawfully payable. Amounts collected for services not supplied will be refunded unless an agreed alternative or a lawful disclosed charge applies.

Events beyond reasonable control include severe weather such as snowstorms, ice, flooding or extreme heat; electricity or internet outages; transport strikes, road closures or major traffic incidents; pandemics or public-health emergencies; government restrictions or acts; natural disasters; and other unforeseeable events making performance impossible. In those cases, affected bookings will be postponed without penalty. We will communicate the change. These provisions do not remove mandatory refund rights or permit a charge for work not supplied.

9. Satisfaction policy and guarantee

Please send complaints or comments to hello@zencleans.ca within 48 hours after the service ends. Deep Cleaning and Move In/Out Deep Cleaning include a voluntary re-clean guarantee covering missed booked tasks in the affected areas only. Post-Renovation Cleaning has a voluntary guarantee only if expressly included in its confirmation. Standard Cleaning does not carry this additional guarantee under these terms, but all services remain subject to applicable legal quality standards and remedies.

Requesting a re-clean

Email your claim within 48 hours after the cleaning ends. Identify your booking, describe each missed area, include clear photos or videos of every area claimed and provide your availability. The voluntary claim covers only the described missed tasks supported by that evidence and within the agreed checklist and billed extras. It does not add unbooked work, new dirt or damage after service, or tasks omitted under the disclosed access, equipment or safety conditions.

For a valid claim, we will propose at least three re-clean time slots during normal business hours, with the appointments taking place within seven days of the original cleaning date. If none works for you, the voluntary free re-clean offer and guarantee expire unless we expressly agree otherwise. In exceptional cases, we may instead offer a discretionary refund of up to 50% of the cleaning fees, assessed in proportion to the missed work. This voluntary guarantee does not otherwise promise a refund.

Advance condition photos and videos

For Deep Cleaning, Move In/Out Deep Cleaning and Post-Renovation Cleaning, send complete, current photos or videos of the actual condition of the areas to be cleaned at least 48 hours before the arrival window begins. Images must have been taken within the seven days before the cleaning. Staged or professional listing images, or older images, are not accepted. If this condition is not met, the booking is ineligible for the voluntary satisfaction guarantee and discretionary refund, where otherwise offered. For a booking made less than 48 hours ahead, eligibility requires an alternative image deadline expressly agreed in the confirmation; otherwise the advance-image condition cannot be met.

These conditions govern our additional voluntary guarantee and discretionary refunds only. They do not remove non-waivable rights, remedies or limitation periods. Missing a guarantee deadline, a walk-through, a signed checklist or payment does not waive those rights.

10. Billing concerns, refunds and disputes

Contact hello@zencleans.ca promptly about an incorrect charge or a service not delivered as agreed. We will review the booking, scope, payment records and relevant evidence and explain our response. Refund requests are considered individually unless law requires a refund, in which case we will comply with the applicable timeframe.

Give us an opportunity to address the concern. You retain any right to dispute a transaction with your payment provider or use a legal remedy. A payment dispute does not itself cancel a valid debt, and we do not impose an undisclosed penalty merely because you raise one.

11. Service Providers and non-solicitation

For recurring visits kept on the same day and time, we make every effort to assign the same Service Provider, subject to availability. Illness, leave or other unavailability may require a substitute. Changing the day, time or frequency, or increasing the scope, may require a different provider because of availability or the revised work requirements. A particular individual is not guaranteed.

Treat Service Providers courteously and lawfully. All bookings and changes must go through Zen Cleans so that scope and price are properly confirmed.

During your use of our services and for 12 months after your last Zen Cleans booking, you must not knowingly solicit, hire or engage for private cleaning work outside Zen Cleans a Service Provider first introduced to you through us, without our prior written consent. This does not cover a relationship you can establish existed independently before our introduction. Decline any offer to bypass Zen Cleans and notify us promptly.

Subject to applicable law, breach of this restriction carries agreed liquidated damages of $2,000 per Service Provider, intended to compensate our reasonably anticipated loss from the lost introduction and client relationship. We will not recover the same loss twice. The stated amount and restriction apply only to the extent enforceable under applicable law.

12. Liability, damages and claims

Zen Cleans remains responsible for its booking obligations and applicable legal duties, including where Service Providers perform the work. To the extent permitted by law, liability for direct material property damage arising from a service is limited to the lesser of the reasonable repair or replacement cost and $250 per incident. This cap does not apply to bodily injury, fraud, intentional misconduct, gross negligence or liability that cannot lawfully be limited.

To the extent permitted by law, we are not responsible for pre-existing damage or defects, loss attributable to items not properly stored or secured, or indirect, consequential or loss-of-use damages. The special-care, product and appliance risk allocations in sections 4 and 5 are subject to the same exceptions above. No provision excludes a non-waivable service-quality warranty or remedy.

Report damage or loss in writing to hello@zencleans.ca within 48 hours after service, with available photos or videos and relevant details. Preserve evidence where practical while preventing injury or further loss. Late or incomplete submissions may prevent eligibility under the voluntary satisfaction policy or hinder investigation, but they do not automatically bar a legal claim or shorten a statutory limitation period. Insurance deductibles or thresholds do not by themselves determine your rights.

13. Indemnification

To the extent permitted by law, you will indemnify and hold harmless Zen Cleans, its officers, directors and Service Providers against third-party claims, direct losses, liabilities and reasonable legal costs to the extent caused by your breach of these terms; negligence or wilful misconduct; material misrepresentation about the property or work; or unsafe conditions within your control that you knew or reasonably should have known about. This includes injury to a Service Provider and third-party claims arising from those acts or omissions, including failure to disclose hazards or provide safe access.

You are not required to indemnify anyone for loss to the extent caused by that person's negligence, breach or wilful misconduct, or liability that cannot lawfully be transferred. We will notify you promptly of a claim and cooperate reasonably. Any defence arrangements must be reasonable and agreed; no settlement may impose an admission or obligation on another party without its written consent. This obligation survives completion of the service or termination of the agreement, subject to law.

14. Privacy, recordings and service images

We handle personal information under applicable privacy law and our Privacy Policy, linked in the footer at zencleans.ca. Booking information is used to arrange and administer services, process payments and address concerns as explained in that policy. Card credentials are handled through our payment processor. Direct privacy questions to hello@zencleans.ca.

Disclose the presence and location of audio or video recording devices at booking, including cameras, smart doorbells and monitoring systems, and notify us of changes before a visit. You are responsible for lawful recording and respect for the Service Provider's privacy. Recording must not occur where a person reasonably expects privacy, such as a bathroom the Service Provider uses.

By booking, you authorize relevant before-and-after photos or videos of the areas being serviced for quality assurance, service evidence, disputes and claim verification, subject to any further consent required by law. We limit images to what is reasonably necessary, take care to avoid people, identifying documents and unrelated private belongings, and handle them under our Privacy Policy. They will not be published or used for advertising without separate consent. Raise any privacy concerns before service so we can discuss appropriate arrangements.

15. Website, account use and updates

Keep account credentials confidential, report suspected unauthorized use promptly and provide accurate contact information for booking notices. Do not misuse the Site or App, interfere with operation or use it fraudulently. We may restrict access or future services for fraud, serious misuse, abusive conduct, unsafe conditions or unpaid amounts. Such restrictions do not remove legal remedies or refund rights.

We may update terms for future bookings. The version accepted for a booking continues to govern it unless we agree to a change, section 3's legally compliant recurring-pricing process applies, or law requires otherwise. Posting revised terms or checklists online does not alone amend an existing booking or establish acceptance of new charges. If a provision cannot be enforced, the remainder continues where it can operate independently. Delayed enforcement is not a waiver. Any transfer of our contract must preserve your existing rights and comply with law.

16. Intellectual property

Content on the Site or App, including text, images, logos and software, belongs to Zen Cleans or its licensors and is protected by Canadian copyright and other applicable intellectual property law. Reuse, reproduction or distribution without permission is prohibited except where permitted by law or an applicable licence.

17. Governing law and contact details

These terms are governed by Ontario law and applicable Canadian law. Nothing removes a mandatory right to bring a claim or complaint before a court, tribunal or other legally available forum.

Nettoyage Zen Haus Cleans Ltd., operating as Zen Cleans
180 John Street, Toronto, Ontario M5T 1X5
hello@zencleans.ca | (437) 372-5696 | zencleans.ca

18. Entire agreement

These terms, the applicable checklist or agreed written scope, the Privacy Policy and booking confirmations, including confirmed extras and approved changes, constitute the entire agreement between you and Zen Cleans for the booking and supersede prior communications or understandings about it. Nothing here excludes a representation, disclosure or protection that applicable law requires to remain effective.