TERMS AND CONDITIONS

Terms & Conditions

 

Westmount Home Cleaning Inc / Entretien ménager Westmount Inc

(“Westmount Cleaning Inc ”, “we”, “us”, “our” or the “Company”)

 

Last updated: [December 15, 2025]

 

By booking a cleaning service with Westmount Cleaning Inc (online, by email, by phone, or by any other method), you agree to be bound by these Terms & Conditions. If you do not agree, please do not book or use our services.

We reserve the right to update these Terms & Conditions at any time. The version posted on our website at the time of your booking applies to your service.

 

Health, Safety & Contagious Illness (including Covid-19)

You agree to inform us before your appointment if:

• You or someone in your home is experiencing symptoms of a contagious illness (including, but not limited to, Covid-19, flu, gastro, etc.).
• You have tested positive for Covid-19 or another contagious illness in the last [X] days.
• You are in isolation or quarantine further to government or medical advice.

We reserve the right, in our sole discretion, to cancel or stop a service on health and safety grounds (for our team or for you) without liability beyond the terms stated in the cancellation section.

 

Service Quality, Refunds & Re-Cleans

Our services are personalized and time-based. For that reason, we do not offer refunds once a cleaning has been completed.

If you are not satisfied with your cleaning:

1. You must contact us within 24 hours of the scheduled start time of your cleaning (by email at [email protected] or via phone at (438) 533-3080).
2. Please provide:
   • A clear list of the areas or items you believe were missed or insufficiently cleaned; and
   • Photos of those areas.

If we determine that the concerns are justified and fall within the agreed scope of work, we will schedule a free re-clean of the specific areas in question:

• Re-cleans are limited to correcting missed areas; they do not include new services or additional areas.
• The re-clean must take place within 24–72 hours of our confirmation, subject to availability.
• You (or someone you authorize) must be available to provide access for the re-clean.

Complaints made more than 24 hours after the scheduled start time of the cleaning may not be eligible for a re-clean.

 

Receipts

Receipts are automatically sent by email once payment is successful:

• Receipts are sent to the email address used at booking.
• If you entered your email incorrectly or did not receive a receipt, you must contact us to request a manual copy.

 

Gift Cards

• Gift cards can be redeemed for our cleaning services.
• Gift cards are non-refundable and not redeemable for cash.
• Any unused balance can be applied to future services.
• To redeem a gift card, enter your unique code on our booking page or contact us with the code.

 

No Fixed Term, Cancellations & Rescheduling

There is no minimum term for one-time or recurring services. You may cancel or reschedule subject to the rules below.

 

Standard Cancellation Policy

• You may cancel or reschedule your booking up to 24 hours before the scheduled appointment time without a fee.
• Cancellations or rescheduling within 24 hours of the appointment time are subject to a $50 (CAD) late cancellation / rescheduling fee.

All changes must be made by:

• Email to [email protected], or
• Phone at (438) 533-3080

Telling the cleaning team in person is not considered valid notice.

 

Lock-Out / Inaccessibility

If our team arrives and cannot access the property (wrong code, no key, locked building, etc.) and we are unable to reach you within a reasonable time:

• The appointment may be treated as a late cancellation, and a $50 (CAD) fee may apply to cover our costs.
• For remote locations, additional travel charges may apply.

 

Move-Out / Move-In Cleaning

Our move-out / move-in cleaning packages are priced and scoped on the assumption that:

• The home is empty and free of clutter and furniture as much as possible, and
• Cabinets, drawers, and appliances (fridge, freezer, oven, etc.) are emptied if you have booked inside cleaning for those items.

If the property is still occupied or contains significant items upon arrival:

• We may convert the booking to a deep cleaning or hourly service at the applicable rate, and/or
• Additional charges may apply for extra time required.

We do not remove pet odours. If your home requires odour remediation, please contact a specialized service.

 

Hourly Services

Where you book an hourly service:

• You will be charged based on our current hourly rate per cleaner at the time of booking.
• It is your responsibility to request priority areas and to provide enough time for the work you want completed.
• If you are present, any extra time you ask us to stay will be billed at the same hourly rate (subject to our availability).
• If you are not present, we may contact you once the booked time is used. If you approve additional time, it will be billed accordingly.

Our satisfaction guarantee for hourly services is limited to correcting missed areas within the original time frame or a reasonable additional period at our discretion. It does not mean we will repeat the entire booking duration.

 

Cleaning Approvals & Complaints

You can show your satisfaction or concerns by:

• Speaking directly to the team on site;
• Emailing us; or
• Sending a text/other written message to our designated contact.

Once you have confirmed that everything looks good (verbally, in writing, or by remaining silent and not raising concerns within 24 hours), we may decline later requests for re-cleans regarding the same service.

If you wish to inspect the work right after the cleaning:

• Please do so before the team leaves, or
• Arrive within a reasonable time (e.g., 10–15 minutes after cleaning is finished).

Waiting time beyond that may be billable at our hourly rate.

 

Teams & Staffing

• We may send a solo cleaner or a team depending on job size and availability.
• We try to keep the same regular cleaner(s) for recurring clients when possible, but we cannot guarantee this (illness, vacation, schedule changes, etc.).
• We may use employees and/or subcontractors, but in all cases, your contract is with Westmount Cleaning Inc, not with individual cleaners.

 

Conduct & Scope of Work

Our cleaners will act respectfully and professionally while in your home. They will not:

• Smoke, use drugs or alcohol, or engage in inappropriate behaviour;
• Use your TV, computer, game consoles, etc.;
• Perform tasks outside the agreed scope (childcare, pet-sitting, manual labour, etc.).

Westmount Cleaning Inc provides general residential and light commercial cleaning. We are not a renovation, restoration, or specialty cleaning service (e.g., no mould remediation, grout restoration, construction debris removal beyond light dust, etc.).

 

Pets

We love animals, but for everyone’s safety:

• Please inform us in advance if you have pets.
• You are responsible for ensuring pets are secure and safe during the cleaning (especially when doors are opened).
• We are not responsible for pets that escape during normal entry/exit.
• We do not clean litter boxes, pet urine/feces, vomit, or similar biological waste.

 

Equipment & Supplies

• We generally provide our own cleaning products and equipment (cloths, mops, basic tools).
• If you would like us to use specific products (e.g., for allergies, special surfaces), you must provide them and clearly label how they should be used.

We reserve the right to request the use of your vacuum if:

• The property condition makes it preferable (e.g., heavy pet hair), or
• We deem it safer for hygiene or allergy reasons.

 

Arrival Window & Scheduling

Because of traffic, weather, building access and other variables, we provide an arrival window of approximately ± 1 hour around your scheduled time.

If we anticipate a delay beyond that window, we will attempt to contact you as soon as reasonably possible.

 

Pricing, Schedule Changes & Fee Adjustments

Your price depends on factors such as:

• Size and condition of the property;
• Type of service (standard, deep, move-in/out, hourly, etc.);
• Frequency (one-time, weekly, bi-weekly, monthly).

If you change the frequency (for example, skipping several visits), prices may adjust to reflect the new interval (e.g., a bi-weekly rate may change to a monthly or one-time rate).

We reserve the right to review and adjust prices if:

• The actual condition or size of the space was misrepresented;
• The requested work is significantly more extensive than originally booked; or
• Market conditions and costs change over time.

We will notify you of any major price changes before your next appointment.

 

Working at Heights & Heavy Items

For safety reasons:

• Our team will not use ladders higher than a small step ladder (approx. 2 rungs) and will not work at dangerous heights.
• We do not move heavy furniture or appliances (e.g., fridge, stove, washer/dryer). If you want cleaning behind or under those items, you must move them in advance and ensure it is safe to do so.

 

Payment Policy

Unless otherwise agreed in writing:

• Payment is due at the time of booking or on the day of service before the team leaves.
• We accept the payment method indicated on our website (e.g., credit card)
• We do not accept cash.

We reserve the right to:

• Place a hold or pre-authorization on your card before the service; and/or
• Refuse or cancel a booking if valid payment information is not provided.

 

Late Cancellation, Rescheduling & Lock-Out Fees

• Late cancellation or rescheduling (less than 24 hours before the appointment): $50 (CAD).
• Lock-out/inaccessibility (we cannot access your unit, and the cleaning cannot proceed): up to $50 (CAD) plus any applicable travel costs in special circumstances.

These fees help cover our staff’s scheduled time and lost opportunities to serve other clients.

 

Security Systems, Keys & Access

You are responsible for providing safe access to your property:

• If you use an alarm system, please provide clear instructions or disarm it before we arrive.
• If we are using a key or access code, you must ensure it works and notify us of any changes.

We take reasonable care in handling keys and codes, but we are not responsible for system malfunctions or issues outside our control.

 

Cancellations by Westmount Cleaning Inc

We may cancel or reschedule a service at any time if:

• There are health or safety concerns;
• There is no water or electricity;
• Conditions are significantly different from what was booked; or
• There are other circumstances beyond our control (e.g., extreme weather, emergencies).

In such cases, our liability is limited to rescheduling the service or refunding any prepaid amount for the cancelled visit, at our discretion.

 

Damage, Breakage & Theft

You are responsible for securing cash, jewellery, and other valuables before the cleaning.

Despite our efforts, accidents can happen. If an item is damaged or broken:

• You must notify us in writing within 24 hours of the service.
• We may, at our discretion, repair or replace the item, or offer a reasonable compensation based on its age, condition, and value.
• For unique or high-value items (art, antiques, etc.), you may be required to show proof of value.

We are not liable for items that were already damaged, improperly installed (e.g., poorly attached wall hangings), or inherently fragile.

If you suspect theft:

• You must inform us immediately and file a report with local police.
• We will cooperate with any investigation.

 

Holidays

We may adjust our schedule for statutory or Québec holidays (e.g., New Year’s Day, Fête nationale du Québec, Canada Day, Labour Day, Thanksgiving, Christmas, etc.).

If your regular cleaning falls on one of these dates, we will do our best to reschedule around it. Please contact us in advance if you wish to move or cancel a holiday visit.

 

22. Clutter & Hoarding Situations

Our team will clean all accessible surfaces. However:

• We may skip heavily cluttered areas to avoid misplacing items.
• In suspected hoarding situations or conditions much heavier than standard housekeeping, we may convert the booking to an hourly rate or decline the service for safety and practicality.

 

Laundry & Special Tasks

If you request laundry or similar tasks:

• You are responsible for sorting items and giving clear instructions.
• We are not liable for shrinkage, colour transfer, or damage resulting from labelled instructions on garments or equipment.

 

Items & Tasks We Do Not Handle

For health, safety, and insurance reasons, we do not:

• Clean up animal or human waste, blood, needles, or other biohazards;
• Treat mould, asbestos, or other hazardous materials;
• Handle infestations (bed bugs, roaches, etc.);
• Perform outdoor window washing at height;
• Move heavy furniture or appliances;
• Provide childcare, eldercare, or medical services;
• Prepare meals, wash dishes for large events, or do professional organizing beyond basic tidying.

If we encounter these situations, we may skip the area or stop the job and discuss alternatives with you.

 

Non-Solicitation of Staff

Our cleaners and team members have signed agreements with Westmount Cleaning Inc. They are prohibited from soliciting business from any client on their own behalf or on behalf of any third party during their contract with Westmount Cleaning Inc and for 24 months following the end of their contract, unless they have received prior written authorization from Westmount Cleaning Inc.

By using our services, you agree not to hire or attempt to hire any current or former cleaner, subcontractor, or staff member of Westmount Cleaning Inc for private or direct work outside of our company for a period of two (2) years from the date they last performed work for you through Westmount Cleaning Inc.

Westmount Cleaning Inc invests significant time, training, and resources in selecting, vetting, and developing our team members.

If, despite this agreement, you choose to hire a current or former Westmount Cleaning Inc team member directly, you agree to pay Westmount Cleaning a placement fee equal to 20% of that team member’s estimated annual compensation, payable immediately upon your hiring of that individual, whether the work is full-time, part-time, or contract-based.

If you wish to discuss this process or obtain authorization, please contact Westmount Cleaning Inc directly.

 

Tips

Tips are never required but always appreciated:

• You may leave cash directly for the team, or
• Add a tip to your card payment (if available).

Tips belong entirely to the cleaners performing the service.

 

Photos for Quality Control

With your consent (which may be given in your booking or by email), our team may take before and after photos of certain areas:

• These photos help document the work performed and manage quality.
• We will not show identifying personal details (family photos, addresses, etc.) in any publicly used images.
• You may withdraw consent at any time by emailing us, and we will stop using your images moving forward.

 

Personal Information & Privacy

We collect and process personal information (name, contact details, address, booking history, etc.) in order to deliver our services and manage our client relationships.

• We will not sell your personal information.
• We may share it with service providers strictly as needed to provide our services (e.g., payment processors, scheduling tools), in compliance with applicable privacy laws.

 

Insurance

Westmount Cleaning Inc maintains liability insurance in connection with its operations, subject to policy limits, conditions, and exclusions.

This is not a personal insurance policy for clients, and it does not replace your own home or tenant insurance.

 

Website, Online Booking & Legal Disclaimers

Our website and online booking tools are provided “as is”:

• We do not guarantee that our website or systems will be uninterrupted, error-free, or free from viruses;
• We may modify or suspend online features at any time;
• Information on our website is for general information only and is not professional legal, financial, or medical advice.

To the maximum extent permitted by applicable law, our liability to you for any claim arising out of one or more services is limited to the total amount you paid for the specific service(s) giving rise to the claim.

We are not liable for:

• Indirect, incidental, or consequential damages (loss of profits, loss of enjoyment, etc.);
• Any loss or damage resulting from events beyond our reasonable control.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law (including mandatory consumer protection laws in Québec).

 

Governing Law & Jurisdiction

These Terms & Conditions and any dispute arising out of your use of our services are governed by the laws of the Province of Québec and the federal laws of Canada applicable therein.

Subject to any mandatory consumer rights you may have, any dispute that cannot be resolved amicably shall be brought before the courts of the judicial district of Montréal, Québec, which shall have non-exclusive jurisdiction.

 

General Provisions

• If any provision of these Terms is found to be invalid or unenforceable, the rest of the Terms will continue in full force and effect.
• Our failure to enforce any right or provision does not constitute a waiver of that right or provision.
• These Terms & Conditions constitute the entire agreement between you and Westmount Cleaning Inc regarding our cleaning services, and supersede any prior verbal or written understandings, except where we expressly agree in writing to different terms with you.