By booking a service with PrimePoint Cleaning Edmonton — whether by accepting a quote, confirming by text or email, or commencing service — you agree to the terms below. These terms apply to all residential services including standard cleans, deep cleans, and move-out / move-in cleans. We've written them in plain language because that's how we work.
Service Scope
Services are delivered according to the scope and frequency confirmed in your written booking confirmation. This includes the property type, number of rooms, service type, and any add-ons agreed at the time of booking.
Quotes are based on the property as described at the time of inquiry. If the condition of the property on arrival differs significantly from what was described, we reserve the right to revise the price before work begins.
Booking & Access
A booking is confirmed when you receive a written confirmation from us by email or message. This confirmation will include the date, arrival window, address, service type, scope, and price.
Arrival Window
We provide an arrival window of approximately one hour. We always aim to arrive at the start of the window and will contact you if we are running late due to circumstances outside our control.
Access Requirements
Please ensure safe and clear access to the property at the confirmed arrival time — including building entry, parking, walkways, and driveways. In winter conditions, walkways and driveways should be cleared of snow and ice before our arrival.
If we arrive and cannot gain entry to the property for any reason, the visit will be treated as a cancellation and may be invoiced accordingly. See Section 4 for cancellation terms.
Move-Out Cleans — Property Must Be Vacated
For all move-out cleans, the property must be fully vacated before our team arrives. Personal belongings, furniture, and items left behind cannot be moved or disposed of by our team, and may limit the scope of the clean. See Section 6 for details.
Payment
All payments are by e-transfer to info@primepointcleaning.ca. Auto-deposit is enabled — no password is required.
Recurring Clients
Invoices are issued monthly. Payment is due within 15 days of the invoice date. We will send a gentle reminder if payment has not been received. Invoices outstanding beyond 30 days may result in suspension of scheduled services until the account is settled.
One-Off & Deep Cleans
Payment is due by e-transfer on the day of service. We will confirm receipt before departing.
Move-Out & Move-In Cleans
Payment is made in two equal parts on the day of service:
No advance payment is required to secure a move-out booking.
Cancellations & Rescheduling
We understand that schedules change. We ask for reasonable notice so we can manage our team's time fairly.
Recurring & One-Off Cleans
Move-Out & Move-In Cleans
Move-out cleans require more scheduling lead time. We ask for 48 hours notice.
When We Need to Reschedule
We will always honour confirmed bookings. In rare circumstances — illness, severe weather, or a genuine emergency — we may need to reschedule. We will contact you as early as possible and offer the next available slot at no additional charge.
24-Hour Satisfaction Guarantee
We stand behind our work. If any area was missed or does not meet the standard described in your booking, notify us within 24 hours and we will return to correct it at no charge.
If the property is no longer accessible because keys have been returned or tenancy has ended, we cannot return to rectify any issues and the guarantee cannot apply. In this situation, no refund will be issued.
The guarantee does not apply to conditions or limitations described in Section 6 (Exclusions), or to services where the scope or time was reduced at the client's request below our recommended minimum.
We do not offer refunds or discounts in lieu of the re-clean. Our commitment is to come back and make it right — that is our standard.
Exclusions & Limitations
Our team works thoroughly and to a high standard on every job. However, some conditions are beyond what any cleaning service can correct. We will always flag these on arrival and advise you honestly.
Walls & Paint
We spot clean walls to remove surface dirt, dust, and smudges. Marks, scuffs, or stains that are etched into or have become part of the paint layer cannot be removed by cleaning.
Permanent Stains
Stains, rust marks, mineral build-up, or discolouration permanently set into sinks, tubs, toilets, or countertops cannot be guaranteed for removal. We will always try and advise you if a surface is beyond cleaning.
Grout & Caulking
Surface grout and tile will be cleaned thoroughly. Grout or caulking that is permanently discoloured, cracked, or deteriorated beyond cleaning is outside scope. We do not re-grout or re-caulk.
Mould & Mildew
Surface mould on tiles, grout, and fixtures will be treated. Mould that has penetrated grout, caulking, walls, or structural surfaces is outside scope. We are not a mould remediation service.
Carpets & Flooring
Our service includes vacuuming and hard floor mopping only. We do not perform steam cleaning, stain treatment, odour removal, or floor refinishing. Pet stains soaked into carpet, underlay, or subfloor are outside scope.
Appliances
Inside oven, fridge, and cabinets are included only when booked as add-ons. We clean what is accessible and do not move appliances. Burnt-on residue that cannot be lifted by standard chemical cleaning is outside scope.
Pre-Existing Damage
We are not responsible for surfaces, fixtures, or items that were already chipped, cracked, broken, loose, or improperly secured before we arrived. We will flag anything we notice.
Items Left in Property
The property should be fully vacated before a move-out clean. We do not remove, dispose of, move, or store personal belongings, furniture, or rubbish left behind.
Exterior Areas
We do not clean exterior surfaces, outside windows, balconies, garages, or outdoor areas unless specifically quoted and confirmed as an add-on before the clean.
High or Unsafe Areas
We do not clean surfaces requiring ladder work beyond a single step stool, or any area that cannot be safely reached with our standard equipment.
Damages & Valuables
PrimePoint Cleaning Edmonton carries Commercial General Liability insurance. We take all reasonable precautions to protect your home and belongings.
Please secure or safely stow any irreplaceable, fragile, or high-value items before we arrive. This includes loose jewellery, keepsakes, documents, and electronic devices. Small loose items near cleaning areas — such as coins on a floor — may be moved in the course of cleaning.
If something is accidentally damaged during a clean, we will be transparent and work with you to make it right. Any damage concerns must be reported to us within 24 hours of the service, with photographs. Our liability for any claim is limited to the total value of the service performed.
We do not accept liability for damage that was pre-existing, for items that were already unstable or improperly secured, or for damage reported beyond 48 hours after the service.
Supplies & Equipment
PrimePoint provides all cleaning products and equipment. Our products are professional-grade and handled in compliance with WHMIS 2015. We use a strict colour-coded cloth system to prevent cross-contamination between areas.
Eco-friendly and pet-safe product alternatives are available on request — please let us know when booking.
We do not use client-provided cleaning products unless they are non-toxic and approved by us before the clean. We do not use client-provided equipment such as vacuums unless agreed in writing in advance.
Please ensure a toilet brush is available on each floor of your home.
Health & Safety
The safety of our team and your household is a priority on every job.
Biohazard & Pest Conditions
If our team encounters pest infestations, excessive animal waste, human bodily fluids, mould beyond surface level, or any condition that poses a genuine health or safety risk, we reserve the right to vacate the property immediately. The visit will be invoiced at the full quoted rate. We are not a remediation, pest control, or biohazard service.
Pets
We are a pet-friendly team and are comfortable working around most animals. If your pet is anxious, territorial, or may be distressed by our presence, please have them secured or removed during the clean. We are not able to let pets outside and do not accept responsibility for incidents involving unsecured pets.
Lifting & Ladder Work
We do not move heavy furniture, appliances, or items that cannot be safely lifted by one person. We do not perform work that requires ladder use beyond a single step stool. If you would like access behind large furniture or appliances, please move these items before our arrival.
General
Acceptance. By confirming a booking — whether by paying, replying to a confirmation message, or allowing service to commence — you accept these terms in full.
Changes to these terms. PrimePoint Cleaning Edmonton reserves the right to update these terms at any time. The current version is always available at primepointcleaning.ca/terms. Continued use of our services constitutes acceptance of the current version.
Governing law. These terms are governed by the laws of the Province of Alberta, Canada.
Questions. If anything here is unclear or you have a question before booking, please reach us at 780-983-5775 or info@primepointcleaning.ca. We are happy to talk through anything.