Terms Of Service & Policies

By booking a service with Wilson & Farr Cleaning Solutions, you agree to the following terms.

Client Readiness Clause

We provide all necessary tools and equipment for your scheduled appointment. However, before our arrival, clients must ensure:

Power (functioning outlets and lightbulbs; generators are not sufficient).
Water (running water, fully functional plumbing, toilets, and showers).
Climate control (Climate control refers to mechanical heating or cooling systems capable of maintaining a stable, safe indoor temperature. Fans or open windows do not qualify).

If these conditions are not met at the time of service, we reserve the right to cancel the appointment and charge 100% of the service estimate.

Appointments & Hours of Operation

Wilson & Farr Cleaning Solutions is open 9:00 AM – 6:00 PM, seven days a week for inquiries.

Appointment requests via form submission require 24 hours for review.
Our team may arrive one hour before or after the scheduled time due to unforeseen delays. Delays do not entitle clients to a discount or cancellation.
In the event of inclement weather or advisories issued by Environment Canada, we may postpone appointments for safety and will reschedule at the next available time.

Force Majeure Clause

Wilson & Farr Cleaning Solutions shall not be held responsible for any delay or failure to perform services due to circumstances beyond our control, including but not limited to natural disasters, government actions, war, pandemics, or other emergencies.

Cancellation Policy

Failure to provide access to the property at the scheduled time will result in a charge of 100% of the service estimate.
7+ days’ notice: No fee.
Less than 7 days’ notice: 50% of the service fee applies.
Less than 24 hours’ notice: 100% of the service fee applies.

We reserve the right to refuse or discontinue service if unsafe conditions exist (e.g., hostile pets, biohazards, hazardous environments, mold). If service cannot proceed due to safety concerns, 100% of the service estimate will be charged.

Confidentiality & Client Privacy

We respect client privacy and do not share personal details, service history, or sensitive information. All client data is stored securely and will not be shared with third parties unless required by law. Clients may request to view, amend, or delete their personal information in accordance with applicable privacy laws.

Disclaimers & Service Limitations

For safety reasons, clients must vacate the property during cleaning.
We only use company-supplied cleaning solutions and equipment. If you have scent sensitivities, notify us before service.
We only service century homes that are fully renovated, meaning they must have updated plumbing, electrical, and ventilation systems; modern kitchens and bathrooms; finished, stable floors and surfaces; reliable climate control (such as air conditioning); windows that are modern or in good condition; and furnishings that are durable and safe for our team to clean.
We are not responsible for pets that escape when personnel enter or exit. Clients must notify us in advance if pets roam free.
Wilson & Farr Cleaning Solutions assumes all surfaces (e.g., flooring, countertops, cupboards) are properly sealed and ready to be cleaned.
We do not clean unfinished, heavily damaged, or deteriorated areas (e.g., water-damaged surfaces) and do not remove garbage or debris from the property.
Wilson & Farr Cleaning Solutions does not provide mold remediation. If visible mold, musty odors, or signs of water damage are identified during assessment or service, we reserve the right to cancel the cleaning. Clients must disclose any known or suspected mold in advance. Undisclosed issues may result in cancellation and fees.
If the level of dirt buildup exceeds the original estimate, we reserve the right to revise the quotation.
Wilson & Farr Cleaning Solutions may recommend third-party providers, but we do not guarantee their work or assume liability for any issues, including damage or loss. Clients should conduct their own due diligence before using any third-party services.
Certain materials (e.g., glass with hard water stains, carpets, upholstery, tile & grout, VCT) may react unpredictably to cleaning. We cannot guarantee results, and clients assume the risk.
All service concerns or damage claims must be submitted in writing within 24 hours of service completion. Claims made after this period may not be eligible for review. We do not accept liability for pre-existing damage, unsecured items, or general wear and tear.
We do not clean spaces with active pest infestations (e.g., rodents, cockroaches, bed bugs). If an infestation is discovered, service will be canceled immediately, and full service fees will apply. Clients are responsible for disclosing pest issues prior to service.

Digital Media & Surveillance

Digital media may be collected for quality control and marketing purposes. If you do not wish to have media used in promotional materials, notify us in writing before your service.
Clients are prohibited from recording audio or video of our staff without prior written consent. Unauthorized recordings may result in termination of the service agreement.
Clients may be included in a seasonal email newsletter to receive updates, insights, and special offers.

Client Responsibilities for Safe Access

Clients must ensure safe and clear access to the property. This includes:

Removing hazards such as icy driveways, obstacles, or unsecured pets.
Providing necessary access codes or arrangements.
Wilson & Farr Cleaning Solutions is not responsible for delays, access restrictions, or cancellations due to third-party involvement.
If you are not the property owner (e.g., a tenant or property manager), you are responsible for securing permission to access and clean the space.

Failure to provide safe access may result in cancellation or rescheduling fees in accordance with our cancellation policy.

Payment Policy & Billing

A 50% non-refundable deposit may be required for certain bookings.
Accepted payment methods: EMT, cash, cheque, or credit card.
Invoices will be sent via email after service completion. Payment is due upon receipt. After 24 hours, the credit card on file will be charged.
Overdue accounts past 30 days will be charged 2.5% monthly interest. Accounts sent to a collection agency will incur additional fees, which the client is responsible for.

Release of Liability

Clients must secure valuable or sentimental items before service. Wilson & Farr Cleaning Solutions is not liable for damages to unsecured items.
We are not liable for pre-existing damages, unsecured décor, or general wear and tear.
Photos may be taken before and after service to document the property’s condition.

Termination of Services

Wilson & Farr Cleaning Solutions reserves the right to refuse service at any time and for any reason, including but not limited to safety concerns, property conditions, or any violation of these terms.

Service Expectations

Workspaces must be clear of clutter before service.
Properties must be vacant during cleaning.
Clients should manage expectations when hiring us for older properties, century homes, or neglected spaces. Some buildup may require multiple visits or may not be fully removable.
Clients are required to fully disclose any and all property conditions that may affect service, including but not limited to ventilation, access issues, surface conditions, mold, pets, damage, or delicate items. This applies regardless of whether the issue seems relevant to cleaning. Failure to provide accurate information may result in service refusal upon arrival and a cancellation fee, even if no work is completed. We rely on full transparency to deliver safe and effective services. Omissions or misrepresentations will not be accommodated.

Amendments to Terms

Wilson & Farr Cleaning Solutions reserves the right to update these terms at any time. By booking a service, clients acknowledge and accept these terms.