Privacy Policy

Last Updated: 2025

Welcome to Cleanora Services.

By booking a service with us, you agree to the following Terms & Conditions. These policies are designed to ensure clarity, safety, and a consistent premium experience for all clients.

  1. Booking & Confirmation
  • All bookings must be made via phone, email, or online request form.
  • Quotes are based on the information provided by the client, including property size, condition, service type, and access details.
  • Cleanora reserves the right to adjust pricing or scope if the actual condition of the space differs significantly from what was disclosed at booking.
  • Any pricing changes will be communicated and approved before work continues.
  1. Access to the Property

Clients must ensure one of the following at the scheduled time:

  • Someone is present to grant access, or
  • A key, lockbox, or access code is provided in advance.

If our team is unable to access the property within 15 minutes of the scheduled start time, a $60 lockout fee may apply to cover reserved time and travel.

  1. Safety & Working Conditions

To ensure the safety of our staff, the following conditions are required:

  • Running water, electricity, and adequate lighting
  • Safe, unobstructed access to all agreed service areas
  • No active construction or repairs unless disclosed in advance
  • Pet waste (feces, urine, vomit) must be disclosed prior to booking

We do not handle:

  • Hazardous waste
  • Mold or infestations
  • Biohazard materials
  • These require specialty services and will result in service refusal if undisclosed.
  1. Satisfaction Guarantee

If you are not satisfied with an area we cleaned:

  • Notify us within 24 hours of service completion
  • We will return to address the specific missed area within the original scope

This guarantee does not apply to:

  • Add-ons not booked
  • New dirt or mess created after service
  • Wear-and-tear or permanent staining

Refunds are not provided; however, valid issues will be corrected promptly.

  1. Payment Terms
  • Payment is due at the end of service unless otherwise arranged in writing.
  • Accepted payment methods include e-transfer, credit card, or invoice (commercial clients).
  • Late payments exceeding 7 days may incur a $15 administrative fee.
  • Cleanora reserves the right to withhold future services until outstanding balances are cleared.
  1. After-Hours & Overnight Services

After-hours, overnight, or off-schedule services are available by request only and may be subject to adjusted pricing based on staffing and scheduling requirements.

  1. Damage & Liability

Our team is trained to work carefully; however, in the rare event of accidental damage:

  • Damage must be reported within 24 hours
  • Cleanora will repair or compensate up to the reasonable value of the damaged item

We are not responsible for:

  • Pre-existing damage
  • Normal wear and tear
  • Items not properly secured (loose fixtures, unstable shelves, fragile décor)
  1. Valuables & Personal Items

Clients are responsible for securing all valuables prior to service, including:

  • Cash
  • Jewelry
  • Important documents
  • High-value or sentimental items

 

Cleanora is not responsible for missing or misplaced items that were left unsecured.

Cleanora staff do not open drawers, cabinets, or storage areas unless explicitly requested as part of the service.

  1. Service Limitations

Cleanora does not provide:

  • Carpet shampooing or steam cleaning
  • Exterior window cleaning
  • Animal waste removal
  • Hoarding-level cleanups
  • Mold remediation
  • Biohazard or trauma cleanup

These services may be referred to trusted partners when available.

  1. Right to Refuse or Stop Service

Cleanora reserves the right to refuse or discontinue service if:

  • The property is unsafe or unsanitary
  • Conditions differ significantly from what was disclosed
  • Hazardous or prohibited conditions are present

In such cases, any booking deposit or reserved service time becomes non-refundable, as it covers scheduling, preparation, and travel.

  1. Acceptance of Terms

By booking a service with Cleanora Services, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.