Last updated: October 19, 2026
We take care in every home and office we clean. This policy explains how to prepare for a visit and what to do if something is damaged or missing. It is part of our Terms & Conditions.
Before your cleaning
- Put away cash, jewellery, documents and other valuables.
- Tell us in the booking notes about fragile, antique or sentimental items, delicate surfaces (natural stone, unsealed wood, specialty finishes) and anything that must not be moved or cleaned.
- Tell us about pets, alarm systems and anything our cleaner needs to know to work safely.
Reporting damage or a missing item
Report it within 24 hours of the cleaning: call 416-770-6049 or reply to your booking email. Please include your booking number, a description and photos. If something is missing, tell us immediately.
What we do
- We confirm that we received your report within 2 business days.
- We review it with the cleaner and with the photos taken at the end of the job.
- If we are responsible, we repair the item, replace it, or pay its fair present value, at our choice, up to the limits of our insurance.
For a missing item we investigate with the cleaner who attended. We may ask you to file a police report so that the matter can be dealt with properly.
What is not covered
- Damage that was already there, and normal wear and tear.
- Items that were not properly installed or secured (for example loose shelves, blinds, pictures or fixtures).
- Fragile or valuable items we were not told about, and cash, jewellery or collectibles left unsecured.
- Damage caused by products or methods you asked us to use.
- Damage or loss reported later than 24 hours after the cleaning.
Safety
Our cleaners may decline to clean, or stop work, where there are conditions that are unsafe for them, such as biohazards, pest infestations or aggressive animals. If this happens we will contact you to agree what to do next.
Questions
Call 416-770-6049 or use the details on our Contact page.