House Hero Cleaning Services – Terms of Service

Last Updated: June 8, 2026

Thank you for choosing House Hero Cleaning Services. Our goal is to provide reliable, professional, and high-quality cleaning services to our clients. These Terms of Service establish clear expectations and responsibilities for both House Hero Cleaning Services (“House Hero”) and our clients.

1. Scope of Services

House Hero provides residential cleaning, Airbnb turnover cleaning, move-in/move-out cleaning, post-construction cleaning, office and retail cleaning, and related cleaning services as agreed upon at the time of booking.

Any services requested outside the agreed scope may require additional time and charges.

2. Access to Property

Clients are responsible for providing safe and timely access to the property.

If our team is unable to access the property at the scheduled time due to lockouts, access restrictions, or other circumstances beyond our control, House Hero reserves the right to charge a cancellation or lockout fee.

3. Health and Safety

House Hero reserves the right to refuse, suspend, or discontinue services where conditions present health or safety risks to our staff.

Examples include, but are not limited to:

• Excessive mold
• Human or animal waste
• Pest infestations
• Hoarding conditions
• Drug paraphernalia
• Biohazards
• Unsafe structural conditions
• Aggressive animals

Additional charges may apply where extraordinary cleaning conditions are encountered.

4. Valuables and Personal Property

Clients are responsible for safeguarding cash, jewelry, collectibles, firearms, confidential documents, passports, cryptocurrency wallets, keys, and other items of significant monetary or sentimental value.

While House Hero maintains insurance coverage and follows professional cleaning practices, clients are requested to secure such items prior to each cleaning appointment.

House Hero shall not be responsible for the loss, disappearance, or misplacement of unsecured valuables.

5. Pre-Existing Damage

House Hero is not responsible for damage resulting from:

• Normal wear and tear
• Improper installation
• Defective materials
• Pre-existing conditions
• Loose fixtures
• Deteriorated surfaces
• Improperly secured items

Clients are encouraged to notify House Hero of any fragile, valuable, or damaged items prior to service.

6. Breakage and Accidental Damage

While our team exercises reasonable care, accidents may occasionally occur.

Any accidental damage caused by our staff should be reported within 48 hours of service.

House Hero’s liability shall be limited to the cost of repair or replacement of the damaged item, subject to verification and insurance limitations.

House Hero shall not be liable for indirect, consequential, incidental, or speculative losses arising from any claim.

7. Quality Assurance and Service Concerns

House Hero is committed to delivering high-quality cleaning services and encourages clients to participate in a walkthrough upon completion of service whenever practical.

Where a walkthrough is conducted, any concerns should be raised at that time.

Completion of the walkthrough without identifying deficiencies shall be deemed acceptance of the services provided.

If a client is not present for the walkthrough, any service concerns must be reported within 24 hours of service completion.

House Hero reserves the right to inspect the concern and, where appropriate, return to correct the issue before any refund, credit, or compensation is considered.

Refunds, credits, or compensation will not be issued for service concerns that House Hero has not been given a reasonable opportunity to inspect and address.

8. Pets

Clients are responsible for securing aggressive or potentially dangerous animals.

For the safety of our staff, House Hero reserves the right to suspend or discontinue services if an animal presents a safety risk.

9. Cancellations and Rescheduling

We request a minimum of 24 hours’ notice for cancellations or rescheduling.

Late cancellations may be subject to a cancellation fee.

Repeated cancellations may result in suspension or termination of recurring services.

10. Payment Terms

Payment is due upon completion of service unless otherwise agreed in writing.

Late payments may be subject to administrative charges and interest as permitted by law.

House Hero reserves the right to suspend future services where accounts remain unpaid.

Clients are responsible for any collection costs incurred in recovering overdue balances.

11. Limitation of Liability

To the fullest extent permitted by law, House Hero’s total liability arising from any claim relating to services provided shall be limited to the amount paid for the specific cleaning service giving rise to the claim.

House Hero shall not be liable for:

• Indirect damages
• Consequential damages
• Special damages
• Punitive damages
• Loss of income
• Loss of business
• Loss of use
• Emotional distress claims

12. Right to Refuse Service

House Hero reserves the right to refuse, suspend, or terminate service where:

• Working conditions are unsafe
• Staff are subjected to harassment, discrimination, threats, abuse, or inappropriate conduct
• Payment obligations are not met
• The requested services fall outside our capabilities or scope
• Conditions materially differ from those disclosed at booking

13. Staffing and Personnel

House Hero retains sole responsibility for the supervision, scheduling, assignment, training, management, and quality control of its employees, contractors, and subcontractors.

Clients may request preferences regarding cleaning personnel; however, House Hero reserves the right to assign staff based on operational requirements, availability, scheduling efficiency, and business needs.

House Hero does not guarantee the same cleaner or cleaning team for every visit.

14. Non-Solicitation of Staff and Clients

House Hero invests significant time and resources in recruiting, training, managing, and retaining its employees and contractors, as well as developing and maintaining client relationships.

During the term of service and for a period of twelve (12) months following the last service provided by House Hero, clients agree not to directly or indirectly:

• Solicit, hire, engage, contract with, or otherwise retain any employee, contractor, or subcontractor introduced through House Hero for cleaning or related services outside of House Hero;
• Encourage or induce any House Hero employee, contractor, or subcontractor to terminate or reduce their relationship with House Hero;
• Circumvent House Hero by contracting directly with House Hero personnel for services substantially similar to those provided through House Hero.

Similarly, where House Hero provides services through a partnership, subcontracting, or referral arrangement, neither party shall directly solicit or attempt to transfer clients introduced by the other party without prior written consent.

In the event of a breach of this provision, House Hero reserves the right to seek recovery of damages, lost revenue, recruitment costs, legal costs, and other remedies available at law.

15. Force Majeure

House Hero shall not be liable for delays or failure to perform services due to circumstances beyond its reasonable control, including but not limited to:

• Severe weather
• Natural disasters
• Power outages
• Government restrictions
• Transportation disruptions
• Labour shortages
• Emergencies

16. Changes to Terms

House Hero reserves the right to update or modify these Terms of Service at any time.

The most current version will be posted on our website.

Continued use of our services constitutes acceptance of any revised terms.

17. Acceptance of Terms

By booking, accepting a quote, receiving services from House Hero Cleaning Services, or continuing to use our services, the client acknowledges that they have read, understood, and agreed to these Terms of Service.

Thank you for choosing House Hero Cleaning Services.

House Hero Cleaning Services

Victoria, British Columbia