Updated 20 January 2024
Summary of these Terms
Along with the Terms on this page, there are two other documents that form part of our contract with you:
Our “How we Work” page helps you understand how to use our Platform to book professional cleaning services, learn about our service providers, our recommendations, how we operate, and more.
Our “Content Standards and Guidelines” outline the rules and guidelines for maintaining a clean and safe environment on our Platform, without restricting your freedom to express your cleaning preferences. These guidelines describe how we manage content and take action against any inappropriate behavior or content.
By agreeing to our Terms, you are consenting to all three documents mentioned above. If you do not agree with any of these Terms, please refrain from using our Platform.
This information is vital because it, in conjunction with your booking confirmation email and any pre-contractual information provided before you book, establishes the legal terms on which Cleaning Service Providers offer their cleaning services through our Platform.
If any issues arise with your cleaning service booking, Section A15 of these Terms outlines the steps you can take to address them. This includes filing a complaint with us, pursuing legal action, and, in certain cases, utilizing an online dispute resolution service.
If you wish to dispute a moderation decision or report any content on our Platform, our Content Standards and Guidelines provide instructions on how to do so, as well as how we handle these requests.
This summary is not a part of our Terms, nor is it a legal document. It is merely a simplified explanation of our Terms. We encourage you to read each document in its entirety. Some of the terms used in this summary have specific meanings, so please refer to the ‘Spotless Home dictionary’ at the end of these Terms.
Table of Contents
A. All Cleaning Services
B. Cleaning Service Providers
C. Cleaning Service Options
D. Booking and Payments
E. Privacy and Data
F. Service Quality
Spotless Home dictionary
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A. All Cleaning Services
A1. Definitions
A2. About these terms
A3. About Spotless Home
A4. Our Platform
A5. Our Commitment
A6. Service Prices
A7. Payment Methods
A8. Policies and Guidelines
A9. Privacy and Cookies
A10. Intellectual Property Rights
A11. What to do if there’s an issue?
A12. Communication with Cleaning Service Providers
A13. Measures against Unacceptable Conduct
A14. Limitation of Liability
A15. Applicable Law and Dispute Resolution
A16. Modification Clause
A1. Definitions
Some of the words you’ll see have very specific meanings, so please check out the ‘Spotless Home dictionary’ at the end of these Terms.
A2. About these terms
When you complete your Cleaning Booking, you accept these Terms and any other terms that you’re provided with during the booking process.
If any authority decides that some of these terms are unlawful, the rest of the terms will continue to apply.
These Terms are laid out like this:
Section A: general terms, for all types of Cleaning Services.
Sections B: specific terms, for just one type of Cleaning Service:
Section B: Residential cleaning
If there’s any mismatch between general and specific terms, the specific terms will apply.
The English version of these Terms is the original. If there’s any dispute about the Terms, or any mismatch between the Terms in English and in another language, the Terms as they appear in English will apply, unless local law requires otherwise. (You can change the language at the top of this page.)
A3. About Spotless Home
When you book a cleaning service, Spotless Ventures Corp. provides and is responsible for the Platform – but not the Cleaning Service itself (see A4.4 below).
We work with companies that provide local support services (e.g. Customer Support or account management). They don’t:
control or manage our Platform
have their own Platform
have any legal or contractual relationship with you
provide Cleaning Services
represent us, or enter into contracts or accept legal documents in our name
operate as our ‘process or service agents’.
A4. Our Platform
We get information from Cleaning Service Providers, and we cannot guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we have failed to do so, or have been negligent, we cannot be held responsible
for any errors, interruptions, or missing bits of information. Of course, we will do everything we can to correct/fix them as soon as we become aware of them.
We’re always working to improve the experience of our clients with Spotless Home. So sometimes, we show different people different designs, phrasings, products, etc. to gage reactions and make decisions on our platform based on reactions. As a result, your platform view may be missing some services or conditions when you visit.
Our Platform is not a recommendation or endorsement of any Cleaning Service Provider or its cleaning products, services, equipment, etc.
We’re not a party to the terms between you and the Cleaning Service Provider. The Cleaning Service Provider is solely responsible for the Cleaning Service.
To make a Cleaning Booking, you may need to create an Account. Please make sure all your info (including payment and contact details) is correct and up to date, or you might find you can’t access your Cleaning Service booking(s) or you may not receive cleaning service(s). You’re responsible for anything that happens with your Account, so please don’t let anyone else use it, and please keep your username and password secret.
We will show you the offers that are available to you, in (what we think is) the right language for you. You can change to another language whenever you like.
Unless otherwise indicated, you need to be at least 18 to use the Platform.
A5. Our values
You will:
abide by Our values
comply with all applicable laws
cooperate with any anti-fraud/anti-money laundering checks we need to carry out
not use the Platform to cause a nuisance or make fake Bookings
use the Cleaning Service and/or Platform for their intended purpose
not cause any nuisance or damage, and not behave inappropriately to the Cleaning Service Provider’s personnel (or anyone else, for that matter).
A6. Prices
When you make a Cleaning Booking, you agree to pay the cost of the Cleaning Service, including any charges and taxes that may apply.
Some of the prices you see may have been rounded to the nearest whole number. The price you pay will be based on the original, ‘non-rounded’ price (although the actual difference will be tiny anyway).
Obvious errors and obvious misprints are not binding. For example: if you book a premium cleaning service that was mistakenly offered for $1, your booking may be cancelled, and we’ll refund anything you’ve paid.
A crossed-out price indicates the price of a like-for-like Cleaning Booking without the price reduction applied (‘like-for-like’ means same cleaning type, same duration, same quality of service, etc.).
A7. Payment
For some cleaning services, the Cleaning Service Provider will require an Upfront Payment and/or a payment taken during your Cleaning Service.
If we organize your payment, we (or, in some cases, our affiliate) will be responsible for managing your payment and ensuring the completion of your transaction with our Cleaning Service Provider. In this case, your payment constitutes final settlement of the ‘due and payable’ price.
Sometimes payments either partial or full may be upfront (for example) it could be that your credit card is charged when you book, or you pay when the Cleaning Service is completed. This depends on the Upfront Payment policy of the Cleaning Service Provider as communicated to you in the booking process.
If the Cleaning Service Provider requires an Upfront Payment, it may be taken or pre-authorized when you make your Booking, and it may be non-refundable. So before you book, please check the Upfront Payments policy (available during the booking process). We don’t influence and aren’t responsible for these policies they are agreed on by the cleaning service providers. This does not affect your rights if you have any problems with your Cleaning Service – please refer to ‘What if something goes wrong?’ (A15).
If your payment method is denominated in a currency* that is different from the payment currency, your bank or payment method provider (or their payment services providers) may charge you additional fees. For example, this could happen if your credit card is in Canadian Dollars but your Cleaning Service is charged in US dollars. If this is going to happen, we’ll inform you during the booking process.
This just refers to the default currency of your payment method.
If you know of or suspect any fraudulent behavior or unauthorized use of your Payment Method, please contact your payment provider as soon as possible.
If the currency selected on the Platform isn’t the same as the Cleaning Service Provider’s currency, we may:
show prices in your own currency
offer you the Pay In Your Own Currency option.
Pay In Your Own Currency. We (and/or one of our affiliates) may provide you with the ability to pay for your Cleaning Booking in your own currency (your ‘Home Currency’), based on your location and/or account setting – and in respect of this service only, we do this as principal, rather than as an agent for the Cleaning Service Provider. Where you use this service, you agree to the following terms, which are separate from your contract with the Cleaning Service Provider related to your Cleaning Service. The Cleaning Service Provider is not involved in the provision of the Pay In Your Own Currency service and is not a party to the following terms, which do not give you any extra rights under your contract with the Cleaning Service Provider. If you choose to pay in the Cleaning Service Provider’s currency, the following terms don’t apply.
For the avoidance of doubt, when you use Pay In Your Own Currency, we are simply enabling you to make payment in your own currency while we ensure that the Cleaning Service Provider is paid in their local currency. As such, you are not making payment in one currency and receiving another currency.
If you choose to use Pay In Your Own Currency, all fees and charges from us for the use of the Pay In Your Own Currency service either (a) are included in the exchange rate or (b) appear as a separate line item (included in the total price displayed where applicable) during the checkout process.
The exchange rate is determined at the time the total payment (or estimated total payment) is displayed during the checkout process – and where applicable, the total price displayed will be the amount charged by us to you. Just to be clear, certain fees and charges that are part of the total price displayed will, however, be collected directly by the Cleaning Service Provider. We will tell you during the checkout process when this is the case.
We will store your Payment Method details for future transactions after collecting your consent.
A8. Policies
When you make a Cleaning Booking, you accept the applicable policies as displayed in the booking process. You’ll find each Cleaning Service cancellation policy in our FAQ pages, during the booking process, in the fine print, and in the confirmation email.
If you cancel a Cleaning Booking or we cannot access the facilities or property, any cancellation/no-access fee and any refund will depend on the Cleaning Service cancellation/no-access policy.
Some Cleaning Bookings can’t be canceled for free, while others can only be canceled for free before a deadline.
If you book a Cleaning Service by paying in advance (including all price components and/or a damage deposit if applicable), the Cleaning Service Provider may cancel the Booking without notice if they can’t collect the balance on the date specified. If they do cancel, any non-refundable payment you’ve made will only be refunded at their discretion. It’s your responsibility to make sure
the payment goes ahead on time (that your bank, debit card, or credit card details are correct, and that there’s enough money available in your account).
If you think you’re not going to be able to allow access to the cleaning service provider on time, please contact your Cleaning Service Provider and tell them when you expect they will be able to get access to the residence. It’s your responsibility to ensure you provide access on time – and if you cannot, we are not responsible for any associated costs (e.g. the cancellation of your Cleaning Booking, or any fees the Cleaning Service Provider may charge).
A9. Privacy and Cookies
1. If you book a cleaning service through Spotless Home, please refer to our Privacy and Cookies Policy for more information on privacy, cookies, and how we may contact you and process personal data.
Spotless Home Intellectual Property Rights
A10. Intellectual Property Rights
1. Unless otherwise specified, all rights to our Platform (including technology, content, trade names, trademarks, design, and more) are owned by Spotless Ventures Corp. (or its licensors). By using our Platform, you agree to use it solely for its intended purpose and in accordance with the requirements outlined in paragraphs A14.2 and A14.3.
2. You are prohibited from monitoring, copying, scraping, downloading, reproducing, or using any content on our Platform for commercial purposes without the written consent of Spotless Ventures Corp. or its licensors.
3. We actively monitor all Platform visits and reserve the right to block anyone (including automated systems) suspected of:
Engaging in an excessive number of searches.
Using devices or software to collect prices or information.
Engaging in activities that place an undue burden on our Platform.
4. When you upload a review or picture to our Platform, you confirm that it complies with our Content Standards and Guidelines. Additionally:
It must be accurate and not altered (e.g., uploading a picture of a different cleaning service).
It should be free of viruses.
You have the right to share it with us.
You own or have the rights to use any intellectual property included.
We have the permission to use it on our Platform and for commercial purposes (including marketing and advertising) on any media, globally, unless you request otherwise.
It does not violate the privacy rights of others.
You accept full responsibility for any legal claims related to the content.
5. We are not responsible or liable for any pictures uploaded to our Platform, and we retain the right to remove any pictures at our discretion, especially if they fail to meet the criteria outlined above.
A11. What to Do When Issues Arise
1. If you have questions or concerns, please reach out to our Customer Service team. You can do this by accessing the contact page on the platform. To help us assist you promptly, please provide:
Your Booking package information, contact information, Spotless Home PIN code (if applicable), and the email used for the booking.
A summary of the issue and your desired resolution.
Supporting documents such as bank statements, pictures, receipts, etc.
2. All queries and complaints are documented, with the most urgent issues receiving top priority.
3. While we attempt to resolve disputes directly with you, we are not obligated to participate in alternative dispute resolution procedures conducted by independent providers.
4. You may also initiate legal proceedings in a competent court. For more information, please refer to ‘Applicable law and forum’ (A15).
A12. Communication with the Cleaning Service Provider
1. We may facilitate communication between you and your chosen Cleaning Service Provider, but this assistance does not imply that we assume responsibility for the cleaning service or any actions taken or not taken by the Cleaning Service Provider. We cannot guarantee that the Cleaning Service Provider will read or fulfill your requests. Contacting the Cleaning Service Provider or vice versa does not automatically grant you grounds for legal action. If you require assistance, please reach out to us through our Contact Page.
A13. Measures against Unacceptable Behavior
1. Should you breach these Terms, including our values and Content Standards and Guidelines, or fail to adhere to applicable laws and regulations, we retain the right to take the following actions:
– Prevent you from making any future bookings.
– Cancel any bookings you have already made.
– Restrict your access to:
– Our platform.
– Our Customer Service.
– Your account.
2. If we cancel a booking as a result of your actions, you may not be entitled to a refund, depending on the circumstances. We may provide reasons for the cancellation unless such disclosure would contravene applicable laws or impede the detection or prevention of fraudulent or illegal activities. If you believe we have mistakenly canceled your booking, please contact our Customer Service team.
A14. Limitation of Liability
1. Nothing in these Terms shall limit our liability or that of the Cleaning Service Provider in the following cases:
– Negligence leading to death or personal injury.
– Fraud or fraudulent misrepresentation.
– Gross negligence or willful misconduct.
– Any liability that cannot be lawfully limited or excluded.
2. In the event of your breach of these Terms or the Cleaning Service Provider’s terms, we shall not be liable for any costs you may incur as a result.
3. We shall not be liable for:
– Any losses or damages that were not reasonably foreseeable at the time of booking or entering into these Terms.
– Any events reasonably beyond our control.
4. Our commitments regarding Cleaning Service Providers’ products and services are limited to what is expressly stated in these Terms, as outlined in Section A4.
5. To the extent permitted by law, our maximum liability (or that of any Cleaning Service Provider) for any single event or connected events shall be limited to your reasonably foreseeable losses or damages related to your booking(s).
6. These Terms constitute an agreement between you and us, and no third party other than the Cleaning Service Provider shall be entitled to any benefits under these Terms.
7. You may be protected by mandatory consumer protection laws and regulations, which grant you rights that cannot be overridden by any company’s terms. In case of any inconsistency between those laws and regulations and these Terms, the mandatory consumer protection laws and regulations shall prevail.
A15. Applicable Law and Dispute Resolution
1. These Terms are governed by Canadian law (for service providers and Janitorial Services).
– If you are a consumer residing outside Canada, these Terms are governed by Canadian law (for service providers and janitorial services.)
A16. Modification Clause
1. We reserve the right to make amendments to these Terms. In cases where such changes are significant, we will provide you with advance notice of the impending modifications, unless they are necessitated by applicable law.
2. If you do not agree to the proposed changes, kindly refrain from using the Spotless Home platform.
3. Alternatively, your continued use of Spotless Home following the effective date of the proposed changes will indicate your acceptance of the revised Terms.
4. Any pre-existing cleaning bookings will continue to be governed by the Terms in place at the time the booking was made.
B. Cleaning Services
B1. Scope of this section
1. This section outlines the specific terms and conditions for Cleaning Services products and offerings for residential properties including rentals, short-term rentals, post construction and renovation properties. It should be read in conjunction with Section A (which is applicable to all Cleaning Experiences).
B2. Contractual relationship
1. When you make a booking request, it establishes a direct contract between you and the Cleaning Service Provider, and we act as the intermediary, not a direct party to the contract.
2. Spotless Ventures Corp. is the owner and operator of the Spotless Home Platform.
3. Our platform exclusively features Cleaning Service Providers with whom we maintain commercial relationships, either directly or through partner companies (refer to ‘Partner Offer’ under B7.2 below) or through our Connectivity Providers. It does not necessarily encompass all services offered by these providers.
4. Information about Cleaning Service Providers (including services, service rules, and sustainability practices) and details about their Cleaning Experiences (such as prices, availability, and cancellation policies) are based on the information provided to us by the Service Providers.
B3. What we will do
1. We offer a platform where Cleaning Service Providers can promote and offer their cleaning services, and where you can browse, compare, and make bookings accordingly. Our platform personalizes your experience based on your usage and preferences to help you find the ideal Cleaning Service for your needs, whether it’s local or in another province.
2. After you’ve made a booking for cleaning services, we will confirm the details to both you and the Cleaning Service Provider, including the name(s), location and contact details.
3. Depending on the terms and conditions of your booking, you may have the option to modify or cancel it. Please don’t hesitate to reach out to us through our contact page for assistance.
B4. What you need to do
1. Ensure that all your contact information is accurate and complete, so that we and the Cleaning Service Provider can provide you with relevant information regarding your booking and get in touch with you if necessary.
2. Carefully read and comprehend these Terms, as well as the terms presented during the booking process.
3. Take responsibility for providing clear access to the premises for the cleaning service provider. In the event that the service provider cannot access the premises or any part of the premises they may not clean the premises or the area that has limited access.
4. Be diligent in ensuring the property is secure and free of any hazards that can endanger the cleaning service providers or their employees. Ensure pets are locked away somewhere safe and you have advised the service providers of any hazards that cannot be removed.
B5. Price and Payment
1. Refer to the ‘Prices’ (A6) and ‘Payment’ (A7) sections above.
B6. Amendments, Cancellations, and Refunds
1.
See ‘Policies’ (A8) above.
B7. What Else You Need to Know?
Price Incentives by Spotless Home
1. Some of the price reductions you encounter are subsidized by Spotless Home rather than by the Cleaning Service Provider. We absorb a portion of the cost ourselves.
Damage Policy
2. During the booking process, you may notice that some Cleaning Service Providers refer to a ‘damage policy.’ This indicates that if any damage or loss occurs during the cleaning:
– You must promptly inform us by using the contact page and inform the Cleaning Service Provider
– We will associate the request for damages to your booking number.
– We will inform you if the service provider provides any comments or indicate the provider’s agreement or disagreement with the charge. Subsequently:
– If the service providers agrees, we will charge them on behalf
– If they disagree, we will investigate the matter and decide whether further discussion is warranted.
– The damage policy sets a limit on the amount a Cleaning Service Provider can be charged and can charge you through our platform. However, outside the scope of the damage policy, you may pursue a legal claim against the cleaning service provider where this limit does not apply.
3. Any payment made will be between the Cleaning Service Provider and you, with us acting as the intermediary on behalf of the Service Provider.
4. The damage policy does not pertain to general cleaning, regular wear and tear, criminal activities (such as theft), or non-physical ‘damages’ (e.g., fines for smoking).
How We Work
5. For information regarding reviews, rankings, our revenue model, and other details, please review our ‘How We Work’ section, which is also a part of our Terms.