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
Minimum lead time: bookings require at least 48 hours (2 full days) of notice. Dates inside that window are blocked in the booking calendar and cannot be selected. Live availability, arrival windows (8:00 AM–6:00 PM in 30-minute increments) and estimated finish times are shown in the booking form.
Free changes: cancel or reschedule at no charge when you give more than 24 hours' notice before your scheduled arrival time.
Late changes (24 hours or less, but more than 4 hours, before arrival): a $25 CAD late-change fee is charged to the card on file.
Short notice (4 hours or less before arrival), lockouts and no-access visits:a flat $50 CAD fee is charged.
Estimated finish times shown at booking are estimates only. Deep and move-in/out cleans vary with the condition of the home, and specialty cleans cannot be reliably estimated in advance.
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.
Service level versus home condition: the condition you select in the booking form drives our service recommendation. Where you select Heavy Buildup, a Deep Clean is required — a Maintenance Clean is not scoped or timed for that work. For lighter buildup, or where the home has not been professionally cleaned in a while, a Deep Clean is recommended and you may keep Maintenance if you prefer.
Photos are recommended, not required. You may upload a photo of the most soiled area during booking so our team can prepare appropriately and reduce the chance of an on-site reassessment, but an ordinary booking can be completed without one. Custom quote requests — severe-condition or hoarding-level homes, post-renovation or post-construction work, and other unusual residential scope — may require photos before we can price the job.
Deep cleaning time estimates: Deep and Move-In/Move-Out Cleans can require additional time — depending on property condition, some visits may require approximately1–3 additional hours. The displayed booking time is a planning estimate, not a guaranteed completion time — your flat price does not increase because a visit runs long. It changes only where the on-site assessment identifies a different home condition and you approve the updated 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.
Saved cards and Stripe Link: you may choose to save a card for future bookings. Saved cards are stored by Stripe (and may be associated with your Stripe Link wallet, which can send you a confirmation email from Link or Stripe). If you already have a card on file, you can authorize a new booking with that card in one tap instead of re-entering your details. You can add, replace or remove saved cards at any time from the Billing section of your client portal; removing a card does not cancel a booking, and a valid payment method must remain on file for scheduled visits.
Each charge is processed as its own action. A booking that has already been paid will not be charged again, whether the charge was taken manually by our team or automatically when the job was marked complete.
What you may be charged for: completed service; a condition tier you approved following the on-site assessment in Section 4; applicable late cancellation or rescheduling fees under Section 2; the fee that applies where our team has arrived or cannot access the property; service that has already started; and any other charge you have explicitly authorized elsewhere in these Terms. No other charges are made.
6. Transparent Pricing
NeighbourCare uses flat-rate pricing based on the home details you provide (bedrooms, bathrooms, square footage, service type and any extras). There is no service fee and no hourly billing. The displayed booking total, including HST, remains fixed unless you request additional services or the on-site condition assessment described in Section 4 determines that a different condition tier applies. Any resulting price change must be approved by you before work proceeds.
Custom quotes: homes 3,000 sq ft or more, homes with 6 or more bedrooms, and specialty requests are quoted individually. For these jobs you authorize a payment method at the time of request. There is no cleaning charge at booking: the completed service is charged after the clean, and any cancellation, rescheduling, no-access or started-service fee authorized under these Terms may still apply. You receive the full, final price for approval before a cleaner is assigned.
7. Cancellation Policy
Cancellations and reschedules follow the tiers in Section 2: free with more than 24 hours' notice before arrival, a $25 CAD fee when notice is 24 hours or less but more than 4 hours before arrival, and a flat $50 CAD fee when notice is 4 hours or less before arrival, or where our team cannot access the property.
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 may be charged for completed services and for any cancellation, rescheduling, no-access, started-service or other fee expressly authorized elsewhere in these Terms. No other charges are made.
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) the applicable late-change or short-notice cancellation fee described in Section 2, and (c) the full agreed service amount if cleaning has already begun at the time of cancellation. Additional services requested during the appointment require your approval before being added to the charge.
11. 48-Hour Satisfaction Promise
If any area of your clean does not meet our standard, tell us within 48 hours of the visit and we will return to re-clean that area at no additional charge. The promise covers areas within the booked scope of service and requires reasonable access for the return visit.
12. Recurring Plans
Recurring plans save 5% every 4 weeks, 12% bi-weekly and 15% weekly, for as long as the plan stays active and visits remain within the qualifying recurring cadence. Your first visit is always billed at the full one-time price. Recurring savings apply from the second visit onward and are calculated on the Maintenance portion of your service only. There is no lock-in contract — you may skip, reschedule, pause or cancel a plan at any time from your client portal. If more than six weeks pass between visits, the next visit is billed at the one-time rate; after about eleven weeks we may re-assess the condition of the home and recommend a Deep Clean.
13. 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.
14. Service Photos
Photos you upload during booking, and before/after photos taken by our team, are stored securely and used to prepare for and document your service. Photos our team shares with you appear in the Documents section of your client portal, where you can view, download, keep or delete them individually, or clear all photos from completed jobs at once.
15. Cookies & Website Tracking
Our website uses essential cookies needed to sign you in, secure forms, and remember your cookie preferences. Analytics and advertising cookies (Google Analytics 4 and Google Ads) are only used after you accept them in our cookie banner; until then they remain disabled. You can accept, reject non-essential cookies, or change individual categories at any time through the “Cookie settings” link in the footer. See our Privacy Policy for details.
16. Contact
For any questions about these terms, contact us at services@neighbour.care.