Terms of Service

By booking COZYFRESH cleaning services through our website, phone, or email, you ("Customer") enter into a service agreement with COZYFRESH ("Company", "we", "us", or "our").

The Company will provide residential cleaning services as described in your booking request. All services are performed by our professional cleaning team.

Standard Rates: Our standard rate is $50 per hour per cleaner, with a 2-cleaner minimum (total $100/hour). A 2-hour minimum applies to all services, making the minimum charge $200.

Quote Accuracy: Quotes provided remotely (via phone, email, or website) are estimates based on the information you provide. Final pricing depends on:

• Actual property size and layout
• Number of rooms, bathrooms, and levels
• Property condition and cleaning requirements
• Type of service requested (standard, deep clean, move-in/out, etc.)
• Any additional services or special requests

On-Site Adjustments: If the property size, condition, or scope of work differs substantially from what was described at booking, we reserve the right to:

• Provide a revised quote before starting work
• Reschedule the service if additional time/resources are needed
• Adjust billing based on actual time spent (billed in 15-minute increments after the 2-hour minimum)

You will always be informed of any pricing changes before work begins. You have the right to decline the adjusted quote without penalty.

Travel fees depend on your location:

• Within Calgary city limits: No travel fee
• Within 50km radius (Airdrie, Cochrane, Okotoks, or Chestermere): $50 flat rate

Travel fees are in addition to standard service rates and will be confirmed at booking.

Payment Due: Payment is due immediately upon completion of service.

Accepted Methods: We accept e-transfer (Interac), credit card, and cash. Payment is collected in-person after the service is completed.

No Deposit Required: We do not require deposits or advance payment.

Late Payment: If payment is not received at the time of service completion, a late payment fee of $25 per week may be applied. Outstanding balances over 30 days may be sent to collections.

Disputed Charges: If you dispute any charges, please contact us within 24 hours of service completion so we can resolve the issue promptly.

Hours of Operation: We accept bookings Monday through Saturday, 9:00 AM to 5:00 PM. We are closed on Sundays.

Advance Booking: We recommend booking at least 3-7 days in advance for best availability. Same-day service may be available based on schedule.

Maximum Daily Jobs: We handle a maximum of 4 jobs per day (up to 12 hours total) to ensure quality service.

We understand that plans change. If you need to cancel or reschedule, please contact us as soon as possible. We appreciate at least 24 hours' notice when possible.

Cancellation by Customer: No cancellation fee if you provide at least 24 hours' notice. Cancellations with less than 24 hours' notice may be subject to a cancellation fee equal to the 2-hour minimum ($200).

Cancellation by Company: In rare cases, we may need to cancel or reschedule due to illness, emergency, or weather. We will provide as much notice as possible and work with you to find an alternative date.

Property Access: You must provide safe and legal access to your property at the scheduled time. This includes providing keys, access codes, or being present to let our team in.

You Do Not Need to Be Home: Many customers provide access and go about their day. We just need a way to reach you if questions arise.

Pets: Please secure pets in a safe area away from the cleaning team. We love animals, but for safety and efficiency, pets should not be in areas being cleaned.

Hazards: You must disclose any known hazards, including but not limited to: mold, asbestos, biohazards, pest infestations, or structural issues. We reserve the right to decline or stop work if unsafe conditions are discovered.

Valuables: We recommend securing jewelry, cash, important documents, and other valuables before our arrival. While we are bonded and insured, we are not responsible for items left unsecured.

Important: We do not provide cleaning services in spaces containing human/animal feces, dead animals, or signs of infestation. See Section 10 (Scope of Service) for complete biohazard exclusion policy.

We bring all necessary cleaning supplies and equipment. Our team arrives fully prepared with professional-grade products that are effective, reliable, and selected with care.

Special Requests: We can accommodate eco-conscious or allergy-sensitive preferences upon request. Please inform us at the time of booking.

What's Included: Our cleaning services cover standard residential cleaning as described in your booking. This typically includes dusting, vacuuming, mopping, bathroom cleaning, kitchen cleaning, and general tidying.

What's Not Included (Unless Requested):

• Basement cleaning
• Deep appliance cleaning (interior of oven, fridge, dishwasher, microwave)
• Interior window cleaning
• Inside kitchen cabinets or drawers
• Ceiling fan cleaning
• Blinds or curtain cleaning
• Wall washing
• Balcony or patio cleaning
• Garbage disposal cleaning
• Laundry room deep cleaning
• Laundry services (washing, drying, folding)
• Organization or decluttering services

Additional services can be requested and will be quoted separately.

Biohazard & Hazardous Conditions Exclusion: Our company does not provide cleaning services in spaces that contain:

• Human or animal feces
• Dead animals or rodents
• Signs of infestation (mouse droppings, blood, or other biological fluids)

If such materials are discovered during cleaning, our cleaners have the right to stop work immediately and refuse to continue the service. In this case, the minimum call-out fee will still be charged to the client.

This policy is in place to protect the health and safety of our staff, prevent the spread of infections, and comply with Alberta's sanitation and safety regulations. Cleaning of this type falls under Hazard Cleaning / Biohazard Remediation and is only provided by specialized, licensed companies. We can provide referrals to qualified biohazard remediation services if needed.

Insurance Coverage: COZYFRESH carries general liability insurance for your protection and peace of mind.

Damage Claims: In the unlikely event that damage occurs during our service, please notify us within 24 hours. We will investigate the claim and work with our insurance provider to resolve it promptly.

Limitations: We are not liable for:

• Pre-existing damage or wear and tear
• Damage resulting from improper manufacturer instructions or product defects
• Loss or theft of unsecured valuables
• Damage caused by pets or third parties
• Issues arising from failure to disclose hazards or property conditions

Your satisfaction is our priority. If you're not completely happy with any aspect of our service:

1. Contact us within 24 hours of service completion
2. We'll return to address any concerns at no additional charge
3. We'll work with you until you're satisfied

We stand behind our work and are committed to exceeding your expectations.

If a dispute arises, we encourage open communication and will make every effort to resolve issues amicably and in good faith.

Reporting Window: Claims must be reported within 24 hours of service completion.

Legal Jurisdiction: These Terms are governed by the laws of Alberta, Canada. Any disputes that cannot be resolved through negotiation may be brought before the Provincial Court of Alberta (Small Claims Division) or the Court of King's Bench of Alberta, as appropriate.

We respect your privacy and handle your personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA).

We collect only the information necessary to provide our services (name, contact information, property address, payment details). We do not sell or share your information with third parties except as required to deliver our services or comply with legal obligations.

We may update these Terms of Service from time to time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the updated Terms.