Terms of Service & Policies
Appointments & Hours of operation
Wilson & Farr Cleaning Solutions is open 9:00 am – 6:00 pm, 7 days a week for inquiries. Service times may extend beyond this time frame.
If you are inquiring about a cleaning service by form submission, please allow a minimum of 24 hours for us to review your request and prepare your estimate.
Given the nature of our services, an exact arrival time cannot be guaranteed. Please note that cleaning professionals may arrive one hour before or after your appointment time. Wilson & Farr Cleaning Solutions is not liable for delays due to traffic, previous jobs, or other unforeseen circumstances. Delays do not entitle the client to a discount or cancellation.
Force Majeure Clause
Wilson & Farr Cleaning Solutions shall not be held responsible for any delay or failure to perform the services agreed upon due to circumstances beyond our control, including but not limited to natural disasters, acts of government, war, pandemics, or other unforeseen events.
Cancellation Policy
In the event that we are not able to access your property when we arrive to complete your service, you will be charged 100% of your total service estimate.
If you wish to reschedule or cancel your appointment, please provide us with a minimum of 7 days notice to accommodate your request. If you cancel or adjust your appointment within 7 days of your service, a fee of 50% of your total service estimate will apply. If a cancellation is made within 24 hours of your appointment, a charge of 100% of the service estimate will apply. Charges for cancellations or failure to provide access will be applied to the credit card on file unless otherwise arranged.
Wilson & Farr Cleaning Solutions reserves the right to refuse or discontinue service if unsafe conditions are present (e.g., hostile pets, biohazards, unsafe environments). In such cases, 100% of the service estimate will be charged if the service cannot proceed.
Confidentiality & Client Privacy
Wilson & Farr Cleaning Solutions will not share details of your home, service, or other sensitive information. We respect your privacy and ensure that all client data is stored securely. Any client data collected (e.g., personal information, addresses) 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
We reserve the right to refuse service to anyone for any reason at any time.
The safety of our cleaning team and our clients is paramount. We will not complete a task that we do not deem safe for ourselves or others.
For your safety, we require that clients not be present in our workspace to avoid any trips, slips, or falls (this includes wet floors, vacuum cleaners, extensions cords, ladders, etc.).
Wilson & Farr Cleaning Solutions provides all cleaning supplies and equipment to complete your service. Please note that we do not use chemicals or equipment provided by clients. Should you have a sensitivity to scents, please advise us and we will make the appropriate accommodations.
We cannot be responsible for pets that “escape” when our personnel are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the personnel can be on alert when they open doors. Our personnel are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.
Reasonable effort will be made to not break items, but accidents can happen. Our personnel are instructed to immediately inform our office if anything is broken and to leave you a note advising of the accident. In the event an item is damaged Wilson & Farr Cleaning Solutions reserves the right to replace or repair the item. Further compensation options may be attempted but are not guaranteed. Damage must be reported within 24 hours of service after which the client assumes liability.
Wilson and Farr Cleaning Solutions assumes that all surfaces (including but not limited to flooring, countertops, cupboards, etc.) are sealed properly and ready to be cleaned.
Wilson & Farr Cleaning Solutions provides cleaning services to areas where mold, insect, and rodent activity occur only if we deem it safe to do so. Additional fees will apply. If unsafe conditions are present, we reserve the right to refuse service.
Wilson & Farr Cleaning Solutions does not clean unfinished areas or surfaces that are heavily damaged or deteriorated (e.g., water-damaged areas). We do not remove garbage or debris from the property.
We reserve the right to amend the initial quotation should the level of dirt buildup or scope of service exceed what was originally disclosed.
Digital media may be collected for quality control and marketing purposes. If you do not wish for media to be used in promotional materials, please notify us in writing before your service.
Certain surfaces and items may react unpredictably during cleaning (e.g., glass with hard water marks, carpets, upholstery and rugs). We cannot guarantee results in such cases, and clients assume the risk of cleaning these items (fabric colour changes, scratches, odor remaining, etc.).
Clients are prohibited from recording audio or video of our staff while they are on the client’s property without obtaining prior written consent. If you wish to make any recordings, you must notify us in writing before the commencement of services. This policy is designed to protect the privacy of our workers and to ensure a respectful working environment. Any violations of this policy may result in the termination of the service agreement and potential legal action.
Client Responsibilities for Safe Access
Clients must ensure clear and safe access to the property for our cleaning personnel. This includes removing hazards such as icy driveways, securing pets, and ensuring clear entry. Failure to provide safe access may result in cancellation or rescheduling of services, with fees applied as necessary in accordance with our cancellation policy.
Payment Policy & Billing
To secure your appointment, all clients will complete and return the Credit Card Authorization form provided.
For certain circumstances, a 50% non-refundable deposit may be required prior to scheduling your service appointment.
Wilson & Farr Cleaning Solutions accepts the following methods of payment: EMT, cash, cheque, and credit card (excluding American Express).
Invoices will be sent via email after service completion. Payment is due upon receipt. Clients have 24 hours to pay using their preferred method. After 24 hours, the credit card on file will be charged.
Accounts overdue past 30 days will be charged 2.5% interest monthly. In cases of non-payment, we reserve the right to withhold services, documents, and information and to cease work on your account. We may refer overdue accounts to a debt collection agency, with the client responsible for any fees incurred.
Release of Liability
Valuable or sentimental items must be secured before the service. Wilson & Farr Cleaning Solutions is not liable for damages to such items left unsecured.
Wilson & Farr Cleaning Solutions is not liable for pre-existing damages, unsecured household decor (mirrors, artwork, light fixtures, etc.), or wear and tear.
Wilson & Farr Cleaning Solutions shall not be liable for any losses or damages related to delays, incomplete jobs due to lack of electricity or water, or conditions that prevent us from cleaning to standard.
We reserve the right to take photos of the service area before and after cleaning to document the condition of the property for our records.
Termination of Services
We reserve the right to terminate services for any client who repeatedly violates our terms, fails to pay on time, or creates unsafe conditions for our staff. Cancellations policy fees will apply.
Service Expectations
In order to provide clients with a top-notch service in a safe environment, we require that our workspace be free of all distractions. Ensure your property is vacant for the duration of your service. Failure to do so will result in termination of the service agreement and cancellation policy fees will apply.
To utilize our service and expertise, please take a moment to declutter and lift items off the floor prior to your appointment.
We would like you to be satisfied with your service every time. In the event that you feel we have overlooked an area, we expect you to communicate this within 24 hours after the scheduled appointment. We will not be able to remedy any client concerns after this time period. Refunds will not be issued once services have been completed.
We expect you to manage your expectations when hiring our service to clean older properties, century homes or properties that have not been regularly maintained. We may not be able to remove certain build-up during the first appointment or in some circumstances, not at all.
Wilson & Farr Cleaning Solutions reserves the right to make amendments to these conditions without giving prior notice. By requesting Wilson & Farr Cleaning Solutions to provide service by any means including telephone, email, fax, booking form, and or direct conversation – the client accepts that these terms and conditions are binding.