Cancellation Policy

 

TERMS OF SERVICE

Effective Date: December 2025

Welcome to Hispano Cleaning Solutions. By accessing or using our website (the “Site”) or any of our services, you agree to be bound by these Terms of Service. If you do not agree, please refrain from using our Site or services.

Our mission is to provide high-quality cleaning services that simplify your life and give you more time to enjoy what matters most.

1. Cleaning Teams

Our cleaners work in teams of two or more, depending on the service. A team leader will be assigned to ensure your cleaning is completed according to your instructions.
 We strive to keep the same team leader assigned to your home; however, this cannot be guaranteed due to illness, vacations, promotions, or other circumstances.

2. Equipment and Supplies

  • We provide all cleaning supplies, including vacuums, mops, and cleaning products.
  • If you prefer a specific product or tool, please notify our office or the team leader.
  • We use eco-friendly and biodegradable products, which may be less strong than chemical options.
  • For certain tasks requiring heavy-duty results, we reserve the right to use non-eco-friendly products such as oven cleaner or other chemical-based solutions.

3. Arrival Time

Please allow a one-hour arrival window around your scheduled appointment due to variables such as traffic, weather, or schedule adjustments.
 If our team is delayed by more than one hour, we will notify you.

If you cannot be home, you may provide a key or entry code for access.

Parking

Clients must provide free parking when possible. If no free parking is available, applicable parking fees will be added to the service total.

4. Service Confirmation

For special requests (post-construction, fridge cleaning, garages, extra rooms, etc.), please notify us in advance so we can plan the required time.
 Estimates are based on the information you provide. If actual conditions differ from the description, we may adjust both time and price.

5. Residential Cleaning Hours

  • Appointments are scheduled Monday through Friday.
  • First appointment begins at 7:30 a.m., final appointment concludes by 5:00 p.m.
  • Weekend appointments may be arranged by exception.

6. Rescheduling and Lockouts

We require a minimum of 48 hours’ notice for cancellations or rescheduling.
 Because each cleaning requires a large block of time, last-minute changes are difficult to fill.
 If two consecutive appointments are cancelled, you may be removed from the recurring schedule unless arrangements are made.

Hispano Cleaning Solutions recognizes that clients may occasionally need to cancel a cleaning appointment.
 If you need to cancel, please contact us by:

Call or text: (604) 729-0057
Email: [email protected]

Late Cancellations

All cancellations made less than 24 hours before the appointment will incur a $90 late cancellation fee.

7. Sick Policy

If you or your child has a contagious illness (flu, pneumonia, chicken pox, etc.), please reschedule.
 We will also reschedule if our team becomes ill to protect your family from exposure.

8. What We Clean

We clean major surfaces including floors, countertops, tables, appliances, and more.
 Preparing your home by decluttering helps maximize the time spent on actual cleaning tasks.
 We do not enter closets unless requested (extra time will be added).

9. What We Do NOT Clean

Examples include:

  • Changing light bulbs
  • Chandeliers / antique or hanging light fixtures
  • Balcony deep-cleaning (must be booked as an add-on)
  • Droppings of excrement (human or animal)
  • Clogged toilets or bathtubs
  • Biohazards
  • Dusting or cobwebs above 9 feet
  • Curtains or fabric window coverings
  • Fireplaces
  • Fire or flood damage
  • Folding intimate clothes (lingerie/underwear)
  • Inside HVAC vents or heaters
  • Mold and mildew (requires a specialist)
  • Organizing or shredding papers
  • Outside windows (except patio sliding doors)
  • Aged or damaged window frames
  • Grout cleaning on tile floors (shower grout only; silicone discoloration is permanent)

10. Pets

We love pets and are comfortable working around them.
 Please notify us of any special instructions.
 We are not responsible for pets that escape during our entry or exit.

11. Holidays

If your scheduled cleaning falls on a holiday, we will reschedule for the next available date agreed upon by both parties.

12. Alarms, Key Codes & Keys

You do not need to be present. We will lock the home and reset alarms as instructed.

13. Add-On Services

Any task not previously agreed upon is considered an add-on and may require additional time and cost.
 Add-ons must be requested in advance so we can adjust our schedule.

14. Travel Fees & Delays

  • Standard travel fee:$8 per service
     (applies except for recurring cleanings, Airbnb maintenance, or services under special travel zones)
  • Special travel fee:$40 for services under 15 hours in remote areas outside the metropolitan service routes
  • Client delays:If our team must wait due to a client arriving late, the additional time will be added to the invoice.

15. Payments

  • Accepted payment methods: Visa, MasterCard, e-transfer, cash
  • Payment is due on the day of service
  • Credit cards are processed at the end of the cleaning
  • Receipts are emailed the following day
  • Late payments (over 10 days) incur a 10% late fee

16. Satisfaction Guarantee / Claims

Cleaning is a personalized service, so we do not offer refunds.
 However, if you are not satisfied with any serviced area, contact us within 24 hours.
 We will return and reclean the area at no cost.
 After 24 hours, all cleanings are considered final.

Please note that the guarantee does not apply under the following circumstances:

  1. When the team requests EXTRA TIME to complete the tasks and this time is not authorized by the client.
  2. For services booked by a set time, rather than a complete service.
  3. For tasks that are not part of our cleaning policies or services: ITEMS WE CANNOT CLEAN/DO and ADDITIONAL THINGS WE DON’T CLEAN/DO EXAMPLES.
  4. For tasks not requested or included in the original quote and booking.
  5. When the conditions of the service do not match the specifications provided by the client in the quote and booking.

17. Move-Out Cleanings

Minimum service time: 3 hours.
 Additional details will be discussed based on your needs.

18. Damage or Lost Property

We are insured and bonded.
 Any damage or loss must be reported within 48 hours of service completion.

We are not responsible for:

  • Items not properly secured (e.g., pictures hung with thumbtacks)
  • Pre-existing damage (scratches, dents, marks, etc.)
  • Damage caused by faulty installation
  • Surfaces not properly sealed
  • Damage resulting from moving items (furniture, toys, appliances, clothing)
  • Damage to floors caused by unprotected furniture
  • Normal wear and tear
  • Valuable items identified as “do not clean”

19. Scheduled Cleaning Dates/Times

Once your appointment time is set, we cannot make changes as it affects the entire schedule.

20. Clutter and Garbage

  • Excessive clutter may require more time and could adjust the estimate.
  • We only dispose of items placed in garbage bins.
  • For condos/apartments, we cannot take garbage to disposal areas without access.

21. Leaving Town / Vacation

If you will be away and your home does not require regular cleaning, we can use your scheduled time for extra tasks.
 This helps maintain your recurring spot.

22. Photos

Hispano Cleaning reserves the right to take pictures of the work done before and after service, not including the number, address, or any other personal information of the client.

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These Terms of Service may be updated at any time. Please check our website periodically for changes.