1. Bookings
All bookings are confirmed once we have received your service request and a scheduling confirmation has been sent to your email.
2. Booking Lead Time, Cancellations & Rescheduling
All bookings require a minimum 4-day buffer between the date you book and your cleaning date. For example, if you book on a Monday, the earliest available cleaning date is the following Saturday. This lead time ensures we can properly staff and prepare for your service.
We ask for at least 24 hours' notice for cancellations or rescheduling. Rescheduled appointments are also subject to the same 4-day booking buffer. If you fail to provide 24 hours' notice and our team arrives at your property, a $50 missed-appointment fee will be automatically charged to the card on file.
3. Access to Property
Clients are responsible for providing safe and reasonable access to the property at the scheduled time.
4. On-Site Cleanliness Assessment
When our cleaners arrive at your property, they will conduct a quick on-site assessment of the overall state of cleanliness before beginning any work. If our team determines that the property is dirtier than the home-condition option you selected during booking, we will contact you directly to inform you that the correct condition option (and its corresponding price) must be approved before we can start. If you decline the updated option, no cleaning will be performed and your booking will be cancelled.
To support this process, the booking form requires at least one photo of the most soiled area of your home so our team can prepare appropriately and minimize the chance of an on-site reassessment.
Deep cleaning time estimates: deep cleans (including move-in/out and super-deep services) typically take an estimated 1–3 hours longer than the time shown in your booking, depending on the actual state of the property. The quoted time is a baseline — additional time spent on a heavily soiled property does not incur extra charges unless the on-site assessment requires a different condition option.
5. Payment Authorization
When you book a cleaning, your payment method is securely collected and stored using Stripe, our PCI-compliant payment processor. Your card information is encrypted and stored by Stripe — NeighbourCare never sees or stores your full card number.
You are not charged at the time of booking. By completing the Booking & Billing Authorization on the final step of the intake form, you authorize NeighbourCare Services to charge your saved payment method according to the terms of this policy.
6. Transparent Pricing
The total displayed during booking — including all rooms, upgrades, service fees, and HST — is the price you will pay if no additional rooms or services are requested. If you request additional rooms or services after booking, your total may only change with your approval before payment is processed.
7. Cancellation Policy
You may cancel your appointment free of charge up to 24 hours before your scheduled appointment. Cancellations made more than 24 hours in advance incur no charge and no fee is applied to your saved payment method.
If you cancel within 24 hours of your scheduled appointment and a NeighbourCare Services team member has already arrived at your service address, you authorize NeighbourCare Services to charge a mandatory $50 CAD cancellation fee to your saved payment method. The administrator confirms cleaner arrival before the fee is applied.
8. Cancellation After Work Has Begun
Once cleaning services have begun, the appointment may no longer be cancelled. If service has already started, the full agreed service amount remains payable and will be charged to your saved payment method.
9. Payment Processing
All payments are processed securely through Stripe. NeighbourCare does not have access to your raw card details at any time. Your payment method is charged only after the events described in this policy occur: completed service, late cancellation with cleaner arrival, or service started.
10. Charge Authorization
By accepting the Booking & Billing Authorization at checkout, you authorize NeighbourCare Services to charge your saved payment method for: (a) the final service amount once your cleaning is completed, (b) a $50 CAD cancellation fee if you cancel within 24 hours after a cleaner has arrived at your address, and (c) the full agreed service amount if cleaning has already begun at the time of cancellation. Additional rooms or services requested during the appointment require your approval before being added to the charge.
6. Satisfaction
If you're not satisfied with any aspect of the service, contact us within 24 hours and we'll make it right.
7. Liability
NeighbourCare carries appropriate insurance. We are not responsible for pre-existing damage, items not secured, or items of extraordinary value not disclosed in advance.
8. Contact
For any questions about these terms, contact us at services@neighbour.care.