Refund & Pricing Policy

Pricing Policy

Scope-Based Pricing:
Our rates are determined by the specific scope of work required for each job. After assessing the needs of the space, we provide a fair and competitive rate. Additional discounts are not available beyond our standard rates.

Good Faith Estimates:
All prices provided over the phone, via text, or online are considered good faith contracts and are based on the assumption that the home is in light to moderate disarray (e.g., general dust, surface buildup, light clutter). If we arrive and discover that the home is in significantly worse condition than described—such as excessive debris, grime, clutter, or sanitation issues—we reserve the right to adjust the price accordingly with your approval before beginning.

  • All adjustments will be reasonable and clearly explained based on the additional time and effort required.
  • Failure to agree to or pay the revised price will result in on-site cancellation of the booking, and no work will be performed.
  • We do not accept jobs where we cannot clean to a high standard, as this may compromise our reputation and encourage negative or misleading reviews.

Adjustments for Reduced Scope:
If clients choose to reduce the scope of work prior to the job beginning, the price will be revised fairly.

Flexible Payment Options:
We offer payment plans via Affirm and Afterpay, available through Stripe, to help clients manage costs while maintaining access to professional cleaning services.

Payment and Booking Policy

Securing Bookings:
All bookings require a valid credit card. Alternatively, e-transfers may be accepted if payment is received in advance.

Payment Terms:

  • All payments are due immediately after the job is complete unless otherwise arranged in writing.
  • E-transfers or credit card payments must be made promptly upon receipt of an invoice.
  • Failure to provide prompt payment may result in late fees and could affect eligibility for future bookings.

Payment Processing:
Credit cards are only charged after service completion and confirmation of satisfaction. If a walkthrough is declined but work is completed, full payment is still required.

No "Cash No Tax" Practices:
We are a fully registered business. All jobs are subject to HST, and we do not participate in under-the-table payments.

Satisfaction Policy & Inspection

Inspection Before Payment:
Clients are expected to inspect the work thoroughly before the cleaner(s) leave. If there are any concerns, they must be communicated on-site, and the cleaner will immediately rectify the issue to the best of their ability.

  • Under all circumstances, you must allow the cleaner the opportunity to correct any issues before leaving.
  • If you do not allow a correction to be made, full payment is due immediately, and you forfeit any eligibility for a discount.

Discount Eligibility:
Discounts will only be issued if and only if:

  1. We physically cannot fix the issue.
  2. The cleaner caused discomfort or acted unprofessionally.
  3. There was clear damage caused by the cleaner, documented and reported within 24 hours.

Refund Policy

24-Hour Issue Reporting:
If there are any concerns about the quality of work, please report them within 24 hours of job completion. We are committed to resolving issues quickly and fairly.

Refunds are only considered if:

  • The issue is reported within the 24-hour window.
  • The cleaner was given a chance to return and correct the problem, but the problem could not be fixed.
  • A manager has approved the refund based on review.

Cancellation Policy

Cancellation Fees:

  • $50 fee for cancellations made less than 48 hours before the appointment.
  • $100 fee for cancellations made less than 24 hours before the appointment.

These fees are non-negotiable unless Sal Cleaners cancels the job.

Client-Initiated Cancellations During Service:
If a job is cancelled due to client actions (e.g., no-show, denying access, threats, or harassment), the following apply:

  • A cancellation fee or partial charge based on work completed may be processed.
  • If the cleaner is already working and is told to stop prematurely, payment for the portion of work completed will be due.

Agreement on Payment and Public Reviews

Final Payment Terms:
Once a job is complete and the client signs off on satisfaction—or is given the opportunity to inspect the work—payment is final. Chargebacks, disputes, or withholding payment without just cause will be viewed as a breach of this agreement.

Review Policy:
We ask that all concerns be addressed directly with us first. Defamatory or slanderous reviews, particularly false statements made online (e.g., on Google Reviews), may constitute a breach under the Ontario Defamation Act and could lead to legal action.

Legal Considerations (Ontario, Canada)

Binding Agreement:
By booking with Sal Cleaners and accepting service, clients agree to these policies as a binding contract under Ontario law.

Dispute Resolution:
Any legal disputes related to our services will be handled in accordance with Ontario’s jurisdiction, and will comply with local laws and contractual obligations.

Thank You
We sincerely thank you for choosing Sal Cleaners. Your satisfaction, trust, and professionalism are extremely important to us. We look forward to continuing to serve you with quality, integrity, and transparency.