Terms of Service

These Terms of Service (the "Terms") are a legally binding agreement between you (the "Client") and Ismela Cleaning Services ("Ismela", "we", "us", "our") for any quote, booking or cleaning service provided in Ottawa and surrounding areas. By submitting a quote request, checking the consent box on our intake form, confirming a booking, or accepting service from our team, you agree to these Terms. If you do not agree, please do not book our services.

1. Definitions

• Service: the residential or commercial cleaning work described in your confirmed quote.
• Visit: a single scheduled attendance by our team at the Client's address.
• Quote: the written estimate we send you before a Visit.

2. Services

We provide residential, commercial, move-in / move-out, deep, post-renovation and short-term rental (Airbnb) cleaning services. The scope of each Visit is described in the Quote you receive. Anything outside that scope requires separate approval and may change the final price.

3. Quotes, pricing & taxes

• Online estimates are indicative. A firm price is confirmed by email within 24 hours of your request.
• Quotes are valid for 30 days and may be revised on-site if the actual condition, size or scope differs materially from what was described.
• All amounts are in Canadian dollars (CAD) and are subject to applicable Harmonized Sales Tax (HST) at the rate in effect in Ontario, unless we are below the small-supplier threshold and the invoice states otherwise.

4. Booking, rescheduling & cancellations

• A booking is confirmed only once we send a written confirmation (email or text).
• You may reschedule or cancel a confirmed Visit at no charge with at least 24 hours' notice.
• Cancellations with less than 24 hours' notice may be subject to a fee of up to 50% of the Visit price.
• Same-day cancellations, lock-outs, or no-access Visits (no key/code, no one present, unsafe access) may be charged in full to cover reserved crew time and travel.
• Recurring plans may be paused or cancelled at any time with 24 hours' notice; no long-term contract is required.

5. 100% satisfaction guarantee

If any area covered by your Quote is not cleaned to your satisfaction, notify us within 24 hours of the Visit with photos where possible and we will return to re-clean the affected area at no extra charge, at a time we mutually agree. The guarantee is limited to a re-clean and does not entitle you to a monetary refund in lieu of the re-clean, except where required by law.

6. Access, safety & client responsibilities

• You are responsible for providing safe and lawful access to the property (keys, entry codes, or being present at the scheduled time).
• Please secure valuables, cash, jewellery, firearms, and legal or personal documents. We are not liable for items left in plain view unless negligence by our team is proven.
• Please secure pets that may be reactive to strangers or cleaning equipment.
• The Client warrants that the property is free of hazards. We may refuse or stop a Visit if we encounter hazardous conditions (biohazards, pests, unsafe structures, threatening behaviour, extreme temperatures, or lack of running water/electricity). A cancellation fee may apply.
• Some tasks are excluded for safety reasons: exterior windows above the second floor, mould remediation, hoarding-level clean-ups, human/animal waste, and moving furniture over 15 kg. These can be quoted separately as a specialty service.

7. Damage & liability

We are insured and bonded. In the unlikely event of loss or damage caused by our team, notify us in writing within 48 hours of the Visit, together with photos. We will investigate in good faith and, where our responsibility is established, repair, replace (with an item of comparable value), or credit the item.

To the maximum extent permitted by law, our total liability for any claim arising out of a Visit is limited to the price paid by the Client for that Visit. We are not liable for indirect, incidental, or consequential damages. Nothing in these Terms limits any right or remedy that cannot be limited under the Ontario Consumer Protection Act, 2002 or other applicable law.

8. Payment

• Payment is due on the day of the Visit unless otherwise agreed in writing.
• We accept credit card, debit card, Interac e-Transfer, and cash. Online card payments are securely processed by Stripe; we never store your full card number.
• Unpaid invoices may accrue interest at 2% per month (26.82% per year) starting 30 days after the invoice date and may be sent to collection at the Client's expense.
• Returned e-Transfers or chargebacks may be subject to a $25 administration fee.

9. Non-solicitation of staff

Considerable time and cost is invested in recruiting and training our team. During the term of any Service and for 12 months after, the Client agrees not to directly hire, engage or contract any current or recent Ismela team member outside of Ismela without our written consent. A referral fee equal to 2,000 CAD may apply if this section is breached.

10. Force majeure

Neither party is liable for delays or failure to perform caused by events beyond reasonable control, including severe weather, natural disasters, pandemics, strikes, utility failures, or governmental orders. We will reschedule affected Visits at the earliest reasonable opportunity.

11. Privacy

Personal information collected through your booking is handled under our Privacy Policy, which forms part of these Terms.

12. Changes to the Terms

We may update these Terms from time to time. The version in effect on the date of your booking applies to that Service. Updated Terms will be posted on this page with a new "Last updated" date.

13. Governing law & dispute resolution

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. The parties will first try in good faith to resolve any dispute directly. Any unresolved dispute will be brought before the courts located in Ottawa, Ontario, subject to the Client's non-waivable rights under the Ontario Consumer Protection Act, 2002.

14. Severability & entire agreement

If any provision of these Terms is found unenforceable, the remaining provisions stay in effect. These Terms, together with the Quote and the Privacy Policy, form the entire agreement between you and Ismela for the Service.

15. Contact

Ismela Cleaning Services · Ottawa, ON · 613 340 9752 · info@ismelacleaning.ca