Terms, Policies & Guidelines

Booking, Payment, and Deposits

To secure your appointment, a credit card on file is required, even if you choose to pay by e-transfer. A non-refundable deposit is required and will be applied to your final invoice.

A card on file is required for deposits and in the event of missed or late-cancelled appointments.

We prefer e-transfer (no additional fees). Credit card payments are accepted and incur a 3% + $0.30 administrative fee (secure link will be provided).

By booking, you agree to provide accurate contact and access information and to receive service-related communications as outlined below.

How We Charge

We work in teams of 2-4 cleaners and charge based on the total labour hours.

Example:
- 2 cleaners working 3 hours = 6 hours clean ($252 incl. GST).
- 3 cleaners working 2 hours = 6 hours clean ($252 incl. GST).
- 4 cleaners working 1.5 hours = 6 hours clean ($252 incl. GST).

All quotes are estimates and may vary based on the condition of the home, level of buildup, or additional time required to complete the job properly. Heavily cluttered or heavily soiled homes may require more time and may impact results.

Arrival Window

We aim to arrive on time; however, due to unforeseen circumstances, we are unable to guarantee exact arrival time. We require a 30-minute early to 1-hour late arrival window and will notify you of any delays when possible.

Invoicing & Timekeeping

Billing begins when we arrive and ends once we are fully packed up in our vehicles. Our vehicles are GPS-tracked for accurate timekeeping, so no client reporting or cameras are required.

This includes time impacted by access delays or communication-related issues

During the Cleaning

If you are unwell, we ask that you remain in a separate room while we clean.

If utilities such as water or power are unavailable, the cleaning may be rescheduled to the following day, subject to availability.

Heavily cluttered spaces or unexpected conditions may increase cleaning time or limit what can be completed.

Any delays due to missing information or access issues may affect what can be completed within your scheduled time.

Parking & Reimbursement

We require reimbursement for any parking expenses or tickets incurred while cleaning your home. Please inform us in advance of street cleaning schedules or any other foreseeable parking issues.

Downtown parking can be challenging and may add time to the job. Many areas have 2-hour maximum parking limits; if we exceed this and receive a ticket, reimbursement will be required.

Access & Delays

Our job time officially starts upon our arrival. Any unexpected delays related to access—such as incorrect codes, not being present, or keys not being available—will be billed as part of your cleaning time.

If we are unable to access the home upon arrival, the appointment may be charged in full.

Please ensure all access details are provided in advance. If we need to reach you for missing or unclear information, delays may still be billable.

Failure to provide access or required information may result in delays, reduced service time, or full charges.

Health & Safety

We cannot clean homes with mouse droppings or unsafe conditions for health and safety reasons. If such conditions are discovered during the clean, a $100 charge will apply.

We reserve the right to refuse or stop service if the environment is deemed unsafe or unsuitable. In such cases, the scheduled service fee may still apply.

Blinds Disclaimer

Blinds are cleaned at your own risk. We take every precaution, but sun exposure and general wear can make them fragile. We are not liable, nor responsible for the cost of, any damages to blinds, including but not limited to bent slats or broken strings.

If blinds show visible wear or existing damage, we reserve the right not to clean them to prevent further damage.

Damage & Liabilities

While we take great care in your home, some risks are unavoidable during cleaning. We are not liable for damage due to pre-existing conditions, improper installation, or normal wear and tear.

We do not cover the cost of damage to:

Picture Frames/Art: We don’t cover costs if they fall. Let us know if we should skip dusting any.
Blinds: Due to sun damage and wear may cause issues; we’re not liable for bending/breaking of blinds and/or strings, or repair costs. We can clean blinds we deem safe to handle and are comfortable cleaning.
Screens: We clean removable ones; tight screens may bend or break, we are not responsible for this.
Light Fixtures: We can clean accessible light fixtures that we deem safe to handle and are comfortable cleaning (within a 2-step ladder for height). We do not cover any damage to light fixtures, we are cleaning them at your own risk.
Oven Cleaner: Used at your risk; it’s acidic and may damage surfaces despite our care. We do not cover damage from the oven cleaner.
Floors: We do not guarantee against floor damage when pulling out appliances such as fridges or stoves. This is done at your own risk. If you’d like to protect your flooring, please provide cardboard, as our teams do not carry it due to limited space.

Clients are responsible for securing fragile or valuable items prior to cleaning.

Quality Guarantee & Issue Resolution

If you are not satisfied with any part of the cleaning, please contact us within 24 hours. We will return for a one-time revisit to address the specific concerns at no additional charge.

We do not offer discounts—only provide corrections.

Getting a Job Well Done: Expectations

With over 15 years of experience, our insured team strives to exceed expectations, handling thousands of surfaces during each clean. A proper cleaning requires the right amount of time, training, and excellent equipment and cleaning supplies. Rushing through a clean can result in missed areas or even damage to property.

While we aim for perfection, occasionally areas may be missed. If something’s not up to par, please email a photo to info@twopeascleaning.com or text 587-969-7327 within 24 hours, and we will return to fix it at no extra cost.

Homes with heavy buildup may require multiple visits to achieve optimal results. We do not discount invoices; we return to correct the work rather than offer reductions.

Cancellation Policy

We understand that plans change and we will do our best to accommodate cancellations. Cancellation fees help cover employee wages for missed hours, and we strive to keep consistent staff in your home.

Please provide as much notice as possible if you are not requiring our service so we can schedule other clients.

4+ days (96+ hours): no fee
2–3 days (48–72 hours): $105 fee
1 day or less (≤ 24 hours): full charge
First-time and move-out cleans: Deposits are non-refundable

Privacy

We collect basic information such as name, address, and payment details solely for scheduling, communication, and payment processing. Your information is kept secure and is not sold to third parties.

Acknowledgement

By booking or continuing with our services, you acknowledge and agree to the terms, guidelines, and policies outlined above.

You also consent to receiving service-related communications from us via email and text message, including booking confirmations, requests for access details or additional information, scheduling updates, reminders, invoices, and follow-ups.

We appreciate your understanding and look forward to providing you with exceptional cleaning services.