House Hero Cleaning Services – Terms of Service

Last Updated: September 2026

Thank you for choosing House Hero Cleaning Services Ltd. (“House Hero,” “we,” “us,” or “our”).

These Terms of Service (“Terms”) establish the conditions under which House Hero provides cleaning and related services.

By booking or confirming a service, accepting a quotation or estimate, authorizing work, allowing House Hero Personnel to commence services, or otherwise accepting these Terms as described below, the client (“Client”) acknowledges and agrees to be bound by these Terms, subject to applicable law.

1. SCOPE OF SERVICES

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

The scope of each service is based on the information supplied by the Client and any subsequent authorization.

Services requested outside the originally agreed scope may require additional labour time and additional charges.

House Hero does not guarantee that every requested task can be completed within a predetermined number of labour hours unless House Hero expressly agrees in writing to a defined fixed-price scope.

2. CLIENT IDENTIFICATION AND CONTACT INFORMATION

The Client must provide House Hero with accurate and complete identifying and contact information when requested for booking, service administration, invoicing, payment, dispute resolution, service of documents, or lawful collection and enforcement purposes.

The information required may include:

• Full legal name;
• Complete registered legal business or entity name, where applicable;
• Current residential or business address;
• Service address;
• Telephone number;
• Email address; and
• Other information reasonably required to identify the person or legal entity responsible for the account.

Where the Client is an individual, the Client must provide their complete and correct legal name. A nickname, alias, shortened name, initials, preferred name, or other variation does not satisfy this requirement unless the Client’s complete legal name has also been provided.

Where the Client is a corporation, company, partnership, society, or other legal entity, the Client must provide its complete and correct registered legal name, including any applicable legal designation or suffix such as Ltd., Limited, Inc., Incorporated, Corp., Corporation, LLP, or other registered designation.

A trade name, operating name, brand name, abbreviated company name, or other business name does not satisfy this requirement unless the complete registered legal name of the person or entity responsible for payment has also been provided.

Where a Client operates under a trade name or business name different from its legal name, the Client must provide both the operating or trade name and the complete legal name of the individual or legal entity responsible for the account.

A person booking on behalf of a corporation, company, partnership, society, organization, property-management company, or other entity must provide the complete registered legal name of that entity and, when reasonably requested, their own full legal name and their authority or position in relation to that entity.

The Client represents and warrants that all identifying and contact information supplied to House Hero is true, complete, current, and legally correct, including the spelling of names and any applicable corporate designation.

Providing an incorrect, abbreviated, false, misleading, or materially incomplete name or other identifying information does not alter, cancel, or extinguish obligations arising from the booking and does not prevent House Hero from correcting its customer, account, or invoicing records once the proper legal identity is established.

Providing false, misleading, or materially incomplete identifying information, using an alias or shortened name without also providing the complete legal name, or failing or refusing to provide information reasonably required to establish or verify the identity of the person or entity responsible for the account does not relieve the Client of any payment or other obligation under these Terms.

Where House Hero reasonably requires accurate identifying information for invoicing, dispute resolution, service of documents, or lawful recovery of an overdue account, House Hero may take reasonable and lawful steps to establish or verify the Client’s identity or contact information. This may include engaging an appropriate third-party identity-verification, tracing, investigation, process-serving, collection, or legal service.

Where House Hero incurs reasonable costs because a Client provided false, misleading, inaccurate, or materially incomplete identifying information, or failed or refused to provide information reasonably required to identify the responsible Client, House Hero reserves the right to seek recovery of those costs to the extent permitted by applicable law or awarded by a court or tribunal.

Where House Hero reasonably determines that materially false or incomplete identifying information was intentionally supplied or withheld for the purpose of avoiding payment, collection, service of documents, or enforcement of an obligation, House Hero reserves all rights and remedies available under these Terms and applicable law.

Failure to provide complete and accurate identification does not prevent House Hero from taking lawful steps to establish the Client’s identity and enforce the Client’s obligations.

3. DEFINITION OF HOUSE HERO PERSONNEL

For the purposes of these Terms, “House Hero Personnel” includes House Hero’s owners, directors, managers, administrative personnel, employees, cleaners, supervisors, contractors, subcontractors, agents, representatives, and other persons acting on behalf of or providing services to House Hero.

References in these Terms to House Hero Personnel are intended to include all such persons where relevant, regardless of whether they are directly involved in performing cleaning services.

4. HOURLY SERVICES AND LABOUR HOURS

Unless House Hero expressly provides a written fixed-price quotation, services are provided and billed according to labour hours actually worked.

One labour hour means one cleaner working for one hour.

Examples:

• 1 cleaner working for 4 hours = 4 labour hours.
• 2 cleaners working for 3 hours each = 6 labour hours.
• 3 cleaners working for 2 hours each = 6 labour hours.

Where a rate is expressed as an amount “per cleaner per hour,” the rate applies separately to each cleaner for each hour worked.

The Client is responsible for payment for the actual authorized labour time provided, subject to any minimum service requirement communicated at booking.

Billable labour time may also include Client-caused waiting time as described in Section 8.

5. ESTIMATES AND FIXED-PRICE SERVICES

An estimate of labour hours, service duration, or anticipated total cost is an estimate only unless House Hero expressly identifies the price in writing as a “Fixed Price.”

Hourly estimates are based on information reasonably available before the service, including property size, condition, requested scope, accessibility, and information supplied by the Client.

Actual cleaning time may vary because of property condition, accumulated dirt or grease, clutter, accessibility, additional Client requests, unusually detailed cleaning requirements, or other circumstances encountered during service.

An estimate does not constitute a guarantee that the entire requested scope will be completed within the estimated labour hours.

Where additional time beyond the authorized estimate is reasonably required, House Hero will seek Client authorization before proceeding with additional billable cleaning time. Authorization may be provided verbally, by text message, Messenger, email, or another communication method and forms part of the service agreement.

A fixed-price service applies only where House Hero expressly identifies the engagement as fixed price in writing and applies only to the scope upon which that price was based.

Material additions or changes to the scope may result in additional charges.

6. MINIMUM SERVICE REQUIREMENTS

House Hero may establish minimum service periods, minimum labour hours, or minimum charges. Any applicable minimum will be communicated during booking or quotation.

Where a Client chooses to limit cleaning to a specific labour-hour budget, House Hero will use reasonable efforts to prioritize the Client’s requested areas but does not guarantee completion of the entire property or requested scope within that budget.

7. ACCESS TO PROPERTY

Clients are responsible for providing safe and timely access to the property at the scheduled service time.

The Client is responsible for providing accurate access instructions and ensuring that alarm systems, keys, entry codes, concierge arrangements, elevators, parking access, building-security requirements, and other access requirements have been addressed before House Hero Personnel arrive.

If House Hero Personnel are unable to access the property or are delayed because of circumstances within the Client’s control, the resulting waiting time may be billable in accordance with Section 8.

Where access cannot be obtained within a reasonable period, House Hero may suspend or terminate the appointment and apply any applicable cancellation, deposit, minimum-service, or other charges under these Terms.

8. WAITING TIME AND CLIENT-CAUSED DELAYS

House Hero Personnel are scheduled and compensated for the time allocated to each Client appointment. Accordingly, time during which House Hero Personnel are required to remain at or near the service location because of circumstances within the Client’s control will be considered billable service time.

Billable waiting time may include, without limitation:

• Waiting for the Client, tenant, property manager, concierge, building representative, or other authorized person to provide access to the premises;
• Waiting for keys, entry codes, elevators, security clearance, parking access, or other access arrangements that are the Client’s responsibility;
• Waiting because the premises are not ready for cleaning at the agreed service time;
• Waiting while contractors, movers, occupants, or other persons prevent House Hero Personnel from reasonably proceeding with the cleaning;
• Waiting for the Client or the Client’s representative to attend or complete an agreed end-of-service walkthrough;
• Waiting for the Client to inspect completed work, provide instructions, approve additional time, make a decision reasonably required for the service, or otherwise respond where House Hero Personnel reasonably require the Client’s response before proceeding or leaving; and
• Other delays caused by circumstances within the Client’s reasonable control.

Waiting time will be billed at the same applicable hourly labour rate as cleaning time and will be calculated separately for each House Hero Personnel member required to wait.

For example, if two cleaners are required to wait for 30 minutes because access has not been provided, the waiting period constitutes one labour hour in total.

House Hero Personnel are not required to wait indefinitely. Where access cannot be obtained, the Client cannot be contacted, or another Client-caused delay materially prevents the scheduled service from proceeding, House Hero may suspend or terminate the appointment and apply any applicable cancellation, minimum-service, deposit, waiting-time, or other charges provided under these Terms.

House Hero will use reasonable efforts to minimize unnecessary waiting time and will not charge the Client for waiting or delays caused solely by House Hero.

For an end-of-service walkthrough, the Client or Client’s representative should be available promptly when notified that the service is nearing completion.

If House Hero Personnel are required to remain at the premises waiting for the Client or representative to arrive or complete the walkthrough, that time remains billable until the walkthrough is completed or House Hero releases its Personnel from the appointment.

For move-out cleaning, billable waiting time forms part of the final service charges and must be paid together with the remaining balance before House Hero Personnel leave the premises, in accordance with Section 21.

9. PROPERTY CONDITION AND DISCLOSURE

The Client must reasonably disclose conditions that may materially affect the service, including excessive clutter, hoarding conditions, mold, human or animal waste, pest infestations, biohazards, drug paraphernalia or hazardous substances, unsafe structural conditions, aggressive animals, significant grease or soil buildup, recent construction or renovation, or other unusual conditions requiring additional labour, equipment, or precautions.

House Hero may refuse, suspend, or discontinue work where conditions present a health or safety risk or materially differ from those represented when the service was booked.

Extraordinary or undisclosed conditions may require additional labour time and charges, subject to Client authorization where appropriate.

10. ACCESSIBILITY AND MOVEMENT OF PROPERTY

House Hero will clean areas that are reasonably and safely accessible.

House Hero Personnel are not required to:

• Move unusually heavy furniture or appliances;
• Climb on countertops, furniture, or unsafe surfaces;
• Use ladders or equipment beyond House Hero’s safety practices;
• Dismantle fixtures, appliances, or equipment; or
• Access areas that reasonably present a safety risk.

Where access is obstructed by furniture, possessions, or clutter, House Hero may clean around those areas.

11. CLEANING RESULTS AND SERVICE LIMITATIONS

Cleaning is a professional service and is not a guarantee of restoration to new condition.

House Hero will use reasonable professional efforts but cannot guarantee removal of every stain, mark, odour, mineral deposit, grease deposit, discoloration, adhesive residue, or other condition.

Permanent staining, wear, deterioration, damage, fading, mineral deposits, mold staining, adhesive damage, and other pre-existing conditions may remain despite reasonable professional cleaning efforts.

Wall cleaning and stain removal depend on paint type and condition. House Hero is not responsible for deterioration or paint removal resulting from ordinary cleaning of already compromised, improperly applied, deteriorated, or unsuitable finishes, except to the extent caused by House Hero’s negligence.

Sticker, adhesive, and similar removal is performed on a best-effort basis and may involve a risk of damage to the underlying paint or surface.

12. VALUABLES AND PERSONAL PROPERTY

Clients must remove or securely store cash, jewellery, negotiable instruments, medications, passports, confidential documents, collectibles, cryptocurrency devices or credentials, firearms, keys, and other items of unusual monetary, confidential, or sentimental value before service begins.

House Hero Personnel should not be asked to safeguard, secure, organize, relocate, or assume custody of such property.

Clients are responsible for ensuring valuables are properly secured before House Hero enters the property.

To the fullest extent permitted by law, House Hero is not responsible for loss, disappearance, or misplacement of unsecured valuables except to the extent directly caused by conduct for which House Hero is legally responsible.

The Client agrees to indemnify and hold House Hero harmless from claims arising solely from the Client’s failure to secure, disclose, or appropriately protect valuables or unusually fragile property, except to the extent the loss or damage was caused by House Hero’s negligence or other conduct for which liability cannot lawfully be excluded.

13. FRAGILE ITEMS AND PRE-EXISTING DAMAGE

Clients must notify House Hero before service of unusually fragile, valuable, damaged, improperly installed, or unstable items or surfaces.

House Hero is not responsible for damage resulting from normal wear and tear, pre-existing damage, improper installation, defective materials, loose fixtures, deteriorated surfaces, improperly secured items, or conditions not reasonably apparent to House Hero Personnel.

14. ACCIDENTAL DAMAGE

House Hero Personnel exercise reasonable care while providing services.

Any alleged accidental damage should be reported to House Hero as soon as reasonably possible and preferably within 48 hours of service.

House Hero must be given a reasonable opportunity to inspect and investigate alleged damage before repair, replacement, reimbursement, or compensation is arranged.

Where House Hero accepts responsibility for accidental physical damage, House Hero may elect, where reasonable, to repair the item, arrange professional repair, replace the item with a reasonably comparable item, or address the claim through its insurer.

Any liability arising from accidental damage is also subject to Section 29 to the fullest extent permitted by applicable law.

15. QUALITY ASSURANCE, WALKTHROUGH AND SERVICE ACCEPTANCE

House Hero is committed to providing professional cleaning services. Clients are encouraged to participate in an end-of-service walkthrough whenever practical.

The purpose of the walkthrough is to allow the Client to inspect the completed work, identify any concerns, and provide House Hero with a reasonable opportunity to address those concerns while House Hero Personnel are still at the property.

Where a walkthrough is conducted and the Client confirms satisfaction, indicates that the service is acceptable, or completes the walkthrough without identifying reasonably observable deficiencies, the services and areas inspected during the walkthrough will be considered accepted by the Client.

Any concern identified during the walkthrough will be reviewed and, where reasonably possible and within the agreed scope, addressed by House Hero.

Requests made after an accepted walkthrough for additional cleaning, greater detailing, re-cleaning of areas that were reasonably observable and accepted during the walkthrough, or work beyond the originally authorized scope may be treated as additional service and may be subject to additional labour charges.

A completed walkthrough does not prevent the Client from reporting a legitimate deficiency that was not reasonably observable during the walkthrough. Such concerns should be reported to House Hero as soon as reasonably possible and preferably within 24 hours of service completion.

House Hero reserves the right to inspect any reported concern and, where appropriate, return to correct a verified service deficiency before any refund, credit, complimentary re-clean, or other compensation is considered.

The Client must provide House Hero with a reasonable opportunity to inspect and address an alleged service deficiency. A refusal to provide such an opportunity may be considered when determining whether any credit, refund, complimentary re-clean, or other remedy is appropriate.

The existence of a service concern, complaint, or billing dispute does not automatically suspend the Client’s obligation to pay for authorized labour hours actually provided.

Any refund, credit, complimentary re-clean, or invoice adjustment must be expressly authorized by House Hero.

CLIENT UNAVAILABLE FOR FINAL WALKTHROUGH

The Client or an authorized representative is expected to be reasonably available for a final walkthrough when House Hero notifies the Client that the service is complete or nearing completion.

If the Client or an authorized representative is not available to conduct the walkthrough within a reasonable period after being notified, declines the walkthrough, leaves the premises before completion, or otherwise chooses not to inspect the completed service, House Hero Personnel will not be required to remain at the property indefinitely.

Any time House Hero Personnel are required to wait for the Client or representative to attend or complete the walkthrough will constitute billable waiting time in accordance with Section 8.

If the Client or authorized representative does not participate in the offered final walkthrough, the completed service will be deemed accepted with respect to conditions and cleaning results that were reasonably observable at the time the service was completed.

The Client’s absence from or decision not to participate in the walkthrough does not entitle the Client to withhold or delay payment for authorized labour hours, billable waiting time, or other properly incurred charges.

If the Client subsequently requests additional cleaning, greater detailing, or re-cleaning of an area that was reasonably observable at completion and could have been identified during the offered walkthrough, House Hero may treat that request as additional service subject to additional labour charges.

Deemed acceptance does not prevent the Client from reporting a legitimate service deficiency that was not reasonably observable at the time of completion. Any such concern should be reported to House Hero as soon as reasonably possible and preferably within 24 hours after completion.

House Hero must be provided a reasonable opportunity to inspect and, where appropriate, correct a verified deficiency before any refund, credit, complimentary re-clean, or other compensation is considered.

For move-out cleaning, the Client’s absence from or failure to participate in the final walkthrough does not postpone the payment deadline. The full outstanding balance remains payable before House Hero Personnel leave the premises in accordance with Section 21.

16. PHOTOGRAPHS AND DOCUMENTATION

House Hero may take reasonable photographs or videos of work areas before, during, or after service where reasonably necessary for quality assurance, documentation of property condition, verification of completed work, safety, training, or investigation of a service concern.

House Hero will use and retain such material in accordance with applicable privacy requirements.

House Hero will not intentionally photograph personal documents or other sensitive information except where reasonably necessary to document an incident, condition, or dispute.

17. RECORDING OF COMMUNICATIONS

If a Client records a telephone call, in-person conversation, walkthrough, meeting, or other interaction with House Hero or House Hero Personnel, House Hero requests that the Client disclose at the beginning of the interaction that a recording is being made.

Nothing in these Terms is intended to prohibit any recording permitted by applicable law.

Where a Client intends to rely upon, quote from, publish, submit, or otherwise use a recording in connection with a complaint, payment dispute, legal proceeding, regulatory complaint, public statement, or other dispute involving House Hero or House Hero Personnel, the Client must preserve the complete original recording and original electronic file, including associated metadata where reasonably available.

Upon reasonable written request by House Hero in connection with an actual dispute, the Client agrees to provide House Hero with a complete and unedited copy of any recording upon which the Client relies or intends to rely, subject to applicable law.

A Client must not knowingly edit, excerpt, describe, or present a recording in a manner that materially misrepresents the context or content of the original communication.

House Hero may record communications where permitted by applicable law and will provide any notice required by applicable law.

18. PRESERVATION OF RELEVANT EVIDENCE

Once either party becomes aware of an actual or reasonably anticipated dispute relating to House Hero’s services, the parties should preserve reasonably available records relevant to the dispute.

Relevant records may include emails, text messages, Messenger communications, photographs, videos, audio recordings, estimates, quotations, invoices, payment records, and other documents reasonably related to the disputed service.

Nothing in this section replaces any evidentiary obligation imposed by applicable law, a court, or a tribunal.

19. PETS

Clients are responsible for appropriately securing aggressive or potentially dangerous animals.

House Hero may suspend or discontinue services where an animal presents a reasonable safety risk to House Hero Personnel.

20. CANCELLATIONS, RESCHEDULING AND LATE CANCELLATION CHARGES

House Hero reserves cleaning appointments specifically for the Client and schedules House Hero Personnel based on confirmed bookings. Late cancellations can result in lost working time and costs that House Hero cannot reasonably recover by accepting another booking on short notice.

Clients must provide at least 24 hours’ notice if they wish to cancel or reschedule a confirmed service.

Where a Client cancels or reschedules a confirmed service with less than 24 hours’ notice, House Hero may charge a late cancellation fee equal to 30% of the estimated or agreed service charge for the scheduled appointment.

For hourly services where the final service charge cannot yet be determined because the cleaning has not occurred, the 30% cancellation fee will be calculated using the labour hours scheduled or authorized for that appointment at the applicable hourly rate.

Where only a range of estimated labour hours was provided and no specific number of labour hours was subsequently authorized or scheduled, House Hero will calculate the cancellation fee using the lower end of the estimated range.

A cancellation or rescheduling request is effective when it is received by House Hero through a communication method ordinarily used between House Hero and the Client.

If House Hero Personnel arrive at the property but cannot obtain access because the Client failed to provide access, forgot the appointment, is unavailable, provided incorrect access information, or otherwise prevents the scheduled service from proceeding for reasons within the Client’s control, House Hero may treat the appointment as a late cancellation.

House Hero may waive or reduce a cancellation charge at its discretion in cases involving emergencies, exceptional circumstances, or other situations House Hero considers appropriate. Any waiver or reduction on one occasion does not create an obligation to provide the same accommodation on another occasion.

Where House Hero cancels an appointment, no Client cancellation charge will apply.

Repeated late cancellations, rescheduling, missed appointments, or access failures may result in House Hero requiring advance payment or a deposit for future services or declining future bookings.

Move-out cleaning appointments are additionally subject to the deposit requirements in Section 21.

Where a $300 move-out deposit is retained because the Client does not proceed with the confirmed appointment, House Hero will not also impose the general 30% late cancellation charge for the same cancellation unless additional amounts are lawfully recoverable and were separately agreed.

21. PAYMENT TERMS AND MOVE-OUT CLEANING DEPOSIT

Unless different payment terms have been expressly agreed by House Hero in writing, invoices must be paid in full within 24 hours after issuance.

The Client remains responsible for all authorized labour hours, billable waiting time, and other properly disclosed charges.

House Hero may suspend or decline future services while an account remains outstanding.

MOVE-OUT CLEANING DEPOSIT

Move-out cleaning appointments require a $300 deposit to secure the agreed service date and time, unless House Hero expressly waives or changes the deposit requirement in writing.

The move-out appointment is not considered fully secured until the required deposit has been received by House Hero.

The Client must be informed of the deposit requirement and the applicable cancellation conditions before or at the time the deposit is requested.

Where the Client proceeds with the move-out cleaning as agreed, the $300 deposit will be credited toward the Client’s final invoice and is not an additional charge.

If the Client does not proceed with the confirmed move-out cleaning appointment at the agreed date and time, cancels the appointment with less than 24 hours’ notice, fails to provide access, is unavailable when access is required, or otherwise prevents House Hero from performing the scheduled service for reasons within the Client’s control, House Hero may retain the $300 deposit as a late-cancellation or no-show charge.

If the Client provides at least 24 hours’ notice and requests to reschedule rather than cancel the service, House Hero may, at its discretion and subject to availability, transfer the deposit to the rescheduled appointment.

House Hero may waive or refund all or part of the deposit in exceptional circumstances at its discretion. Any such accommodation does not create an obligation to provide the same accommodation in another case.

FINAL PAYMENT FOR MOVE-OUT CLEANING

The Client must pay the entire outstanding balance for move-out cleaning before House Hero Personnel leave the premises on the day of service.

The final balance will be based on the actual authorized labour hours, billable waiting time, and other applicable charges, less the $300 deposit already paid, unless the service was expressly agreed in writing as a fixed-price service.

The Client is responsible for ensuring that an authorized person is available, either in person or remotely, to approve additional labour time where required, participate in or arrange the final walkthrough where applicable, and arrange payment of the final balance before House Hero Personnel leave.

A walkthrough, service concern, complaint, or request for additional work does not automatically suspend the Client’s obligation to pay for authorized labour and services already provided.

Failure to pay the final balance when required constitutes an overdue amount, and House Hero may exercise its rights under Sections 22 and 23, subject to applicable law.

HOUSE HERO CANCELLATION OR INABILITY TO PROCEED

House Hero reserves the right, where reasonably necessary, to decline, cancel, reschedule, suspend, or not proceed with a move-out cleaning appointment, including because of staffing availability, illness, emergencies, unsafe working conditions, inability to access the property, materially undisclosed property conditions, severe weather, equipment or transportation problems, or other operational circumstances that reasonably prevent House Hero from providing the scheduled service.

Where House Hero cancels or is unable to proceed with a move-out cleaning appointment before services commence and the Client has paid a $300 deposit, House Hero will offer to reschedule the service where reasonably practical or, if the service is not rescheduled, refund the amount of the deposit actually paid by the Client.

To the fullest extent permitted by applicable law, where House Hero cancels or is unable to proceed with a move-out cleaning appointment before cleaning services commence, House Hero’s financial liability arising solely from that cancellation or inability to proceed will be limited to refunding the deposit actually paid by the Client, up to a maximum of $300.

To the fullest extent permitted by applicable law, House Hero will not be responsible for indirect, consequential, incidental, special, or economic losses resulting solely from such cancellation or inability to proceed, including costs associated with moving, accommodation, travel, storage, tenancy arrangements, property possession, inspections, rebooking another cleaning provider, loss of rent, loss of a security or damage deposit, penalties imposed by a landlord or property manager, or other third-party charges or losses.

The Client acknowledges that move-out cleaning may be time-sensitive and is responsible for making appropriate contingency arrangements where completion of cleaning by a particular deadline is critical.

Nothing in this section excludes or limits liability that House Hero cannot lawfully exclude or limit.

22. INTEREST ON OVERDUE ACCOUNTS

Subject to applicable law, any unpaid amount remaining outstanding after its payment deadline will accrue contractual interest at 2% per month (24% per annum) until paid in full.

Interest will be calculated on the outstanding principal balance and does not prevent House Hero from exercising any other lawful recovery rights.

23. COLLECTION AND RECOVERY OF OVERDUE ACCOUNTS

Where an account becomes overdue, House Hero may take reasonable lawful steps to recover the outstanding balance.

Such steps may include payment reminders, formal demands, engaging professional advisors or appropriate recovery services, commencing proceedings through the British Columbia Civil Resolution Tribunal or another court or tribunal having jurisdiction, and taking lawful enforcement measures following a judgment or order.

House Hero may seek recovery of, to the extent legally recoverable:

• The outstanding principal balance;
• Contractual interest;
• Applicable court or tribunal filing fees;
• Reasonable service-of-process costs;
• Search, registry, tracing, or identity-verification costs reasonably required because of incomplete, inaccurate, false, or withheld Client information;
• Legal costs;
• Judgment-enforcement expenses; and
• Other reasonable dispute-related expenses permitted by a court, tribunal, enactment, contract, or applicable law.

Nothing in these Terms requires a Client to pay collection-agency fees or other charges where applicable law provides that those charges cannot form part of the Client’s debt.

House Hero reserves all lawful rights and remedies for recovery of an overdue account.

24. CREDIT AND ACCOUNT INFORMATION

Where permitted by applicable law, information concerning an overdue account may be disclosed to professional advisors, collection or recovery service providers, courts, tribunals, credit reporting agencies, or other persons where reasonably necessary and legally authorized for account administration, collection, enforcement, or reporting purposes.

House Hero does not guarantee that every overdue account will be reported to a credit reporting agency.

House Hero is not responsible for lawful consequences resulting from accurate credit reporting, collection proceedings, judgments, or enforcement activity, except to the extent liability cannot lawfully be excluded.

25. REVIEWS, COMPLAINTS AND PUBLIC STATEMENTS

House Hero respects a Client’s legal right to provide an honest review and communicate truthful information regarding the Client’s experience.

Nothing in these Terms prohibits or is intended to discourage a Client from posting a lawful review, making a legitimate complaint, communicating with a regulator, or exercising any right provided by applicable law.

House Hero encourages Clients to raise service concerns directly so that House Hero has a reasonable opportunity to investigate and respond.

Nothing in these Terms limits any rights or remedies House Hero or House Hero Personnel may independently have under applicable law concerning knowingly false, fabricated, fraudulent, defamatory, or otherwise unlawful statements or conduct.

Clients must not knowingly fabricate evidence, make statements they know to be false, or materially misrepresent communications, photographs, recordings, or other evidence concerning House Hero or House Hero Personnel.

House Hero reserves all rights available under applicable law in relation to false or unlawful statements that cause or are reasonably capable of causing damage to House Hero, House Hero Personnel, or House Hero’s business reputation.

House Hero will not condition payment of a legitimate refund or resolution of a billing dispute upon removal of a lawful consumer review where doing so would be contrary to applicable law.

26. CLIENT CONDUCT, RESPECT AND PROTECTION OF HOUSE HERO PERSONNEL

House Hero is committed to maintaining a safe, professional, and respectful environment for all persons working for, representing, or providing services on behalf of House Hero.

Clients, occupants, guests, and other persons interacting with House Hero Personnel are expected to communicate and behave in a reasonably respectful and professional manner.

House Hero Personnel are not required to tolerate conduct including:

• Verbal abuse or personal insults;
• Threats or intimidation;
• Harassment or bullying;
• Discrimination;
• Humiliating, degrading, or demeaning treatment;
• Repeated or targeted coarse, obscene, profane, or abusive language;
• Aggressive or hostile behaviour;
• Sexual harassment or sexually inappropriate conduct;
• Conduct intended to intimidate, embarrass, humiliate, or demean House Hero Personnel; or
• Other conduct that reasonably interferes with the safety, dignity, wellbeing, or ability of House Hero Personnel to perform their responsibilities professionally.

House Hero reserves the right to immediately suspend or terminate a service, communication, interaction, or business relationship where House Hero reasonably considers the conduct of a Client, occupant, guest, or other person associated with the Client to be abusive, threatening, degrading, intimidating, discriminatory, unsafe, or seriously inappropriate.

House Hero Personnel may discontinue an interaction, terminate a telephone call or electronic conversation, leave a property, or cease providing services where continuing the interaction or service would reasonably expose them to such conduct.

Where service is suspended or terminated because of Client conduct, the Client remains responsible for payment for all labour hours worked and services provided up to the time of suspension or termination, together with any other properly authorized charges.

Termination or suspension because of Client conduct does not entitle the Client to a refund, credit, or cancellation of charges for services already performed.

Where House Hero terminates or suspends a service because of serious or repeated misconduct, House Hero is not obligated to return to complete the remaining scope and may refuse future services.

House Hero’s reasonable exercise of its right to protect House Hero Personnel will not constitute a failure to perform or complete the service where completion was prevented by the conduct giving rise to the suspension or termination.

Nothing in this section limits any contractual or legal rights or remedies available to House Hero or any individual House Hero Personnel.

27. STAFFING AND PERSONNEL

House Hero retains sole responsibility for recruitment, assignment, scheduling, supervision, training, management, and quality control of House Hero Personnel.

Clients may request particular cleaners or personnel; however, House Hero does not guarantee that the same cleaner or cleaning team will be available for every service.

28. NON-SOLICITATION, DIRECT HIRING AND CIRCUMVENTION

House Hero invests substantial time and resources in recruiting, screening, onboarding, training, supervising, managing, scheduling, and retaining House Hero Personnel and in developing and maintaining its Client relationships.

During the Client’s service relationship with House Hero and for twenty-four (24) months following the last service provided by House Hero to the Client, the Client agrees not to knowingly solicit, recruit, employ, engage, contract with, or otherwise retain, directly or indirectly, any cleaner, employee, contractor, or subcontractor who was introduced to the Client through House Hero or who provided House Hero services to the Client, for the purpose of obtaining cleaning or substantially similar services outside House Hero.

The Client must not knowingly:

• Offer or propose direct employment, private cleaning work, contracting work, or another direct working arrangement to such House Hero Personnel;
• Ask, encourage, or attempt to persuade House Hero Personnel to provide services directly to the Client outside House Hero;
• Hire, engage, contract with, or otherwise retain such House Hero Personnel outside House Hero;
• Pay or arrange to pay House Hero Personnel directly for cleaning or substantially similar services that would otherwise reasonably be provided through House Hero;
• Encourage or induce House Hero Personnel to leave, terminate, reduce, circumvent, or materially alter their working relationship with House Hero for the purpose of providing services directly to the Client;
• Request or exchange personal contact information with House Hero Personnel for the purpose of arranging services outside House Hero;
• Use another individual, family member, friend, business, corporation, partnership, agent, intermediary, or other person or entity to engage House Hero Personnel for the purpose of circumventing this section; or
• Attempt, propose, facilitate, or arrange to do any of the above.

This restriction applies whether the proposed arrangement is described as employment, independent contracting, casual work, private cleaning, subcontracting, self-employment, or any other form of direct or indirect engagement.

A Client who wishes to employ, contract with, or otherwise directly engage House Hero Personnel introduced through House Hero must first obtain House Hero’s written consent.

This restriction applies only to House Hero Personnel whom the Client became aware of, met, communicated with, or received services from through the Client’s relationship with House Hero. It does not apply where the Client can demonstrate that a genuine relationship with the individual existed independently before the individual’s introduction through House Hero.

This section is intended to protect House Hero’s legitimate investment in recruiting and retaining personnel, its workforce relationships, Client relationships, and business goodwill. It is not intended to prevent House Hero Personnel from independently pursuing employment opportunities generally or responding to general employment advertisements or opportunities that are not specifically directed at them for the purpose of circumventing House Hero.

DIRECT-HIRE AND CIRCUMVENTION CHARGE

If the Client directly or indirectly hires, employs, contracts with, engages, or retains House Hero Personnel in breach of this section, the Client agrees to pay House Hero a direct-hire and circumvention charge of $1,000.

The parties acknowledge that House Hero incurs substantial costs in recruiting, screening, onboarding, training, managing, scheduling, supervising, and retaining personnel and that the financial impact of a Client circumventing House Hero can be difficult to determine precisely.

The $1,000 charge is intended as a reasonable pre-estimate and partial compensation for House Hero’s recruitment and workforce investment, administrative costs, disruption to staffing and operations, and loss associated with circumvention. It is not intended as punishment.

The $1,000 charge applies to a completed direct or indirect engagement in breach of this section. An unsuccessful solicitation or attempted circumvention may constitute a breach of these Terms and may result in termination of the Client relationship, but does not by itself trigger the $1,000 charge unless House Hero establishes another entitlement to damages or a remedy under applicable law.

Payment of the $1,000 charge does not automatically give the Client permission to continue directly engaging House Hero Personnel. Any authorized direct-hire arrangement requires House Hero’s written consent.

A breach or attempted breach of this section may result in immediate termination of the Client’s service relationship with House Hero. House Hero will not be obligated to provide further services following such termination.

House Hero reserves the right to pursue remedies available under applicable law for a breach of this section, including recovery of proven losses reasonably resulting from the breach, subject to the principle that House Hero will not obtain double recovery for the same loss.

If any portion of this section is determined to be invalid or unenforceable, House Hero reserves all other rights and remedies available under these Terms and applicable law.

This section survives termination or completion of the Client’s service relationship with House Hero for the stated twenty-four (24) month period.

29. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, House Hero’s total aggregate liability arising out of or relating to any particular service, booking, occurrence, event, act, omission, or claim will not exceed the total amount actually paid by the Client to House Hero for the specific service giving rise to the claim.

Where no amount has yet been paid for the specific service giving rise to the claim, House Hero’s liability will not exceed the amount properly payable by the Client to House Hero for that specific service.

This limitation applies, to the fullest extent permitted by law, regardless of the form of claim, whether arising in contract, negligence, tort, misrepresentation, or otherwise.

House Hero will not be liable for indirect, consequential, incidental, special, exemplary, speculative, or punitive damages or losses, including loss of income, loss of profits, loss of business, loss of opportunity, loss of rent, loss of use, accommodation expenses, moving or storage costs, landlord or property-management charges, loss of a tenancy or security deposit, or other third-party costs or economic losses arising from or relating to the services.

House Hero is responsible only for proven direct loss to the extent House Hero is legally responsible for that loss.

Any limitation or exclusion of liability contained elsewhere in these Terms that applies specifically to a particular service, circumstance, or event will continue to apply.

Where a specific limitation is lower than the general limitation contained in this section, the specific limitation will apply to that circumstance to the fullest extent permitted by law.

Nothing in these Terms excludes, restricts, or limits any liability, right, or remedy that cannot lawfully be excluded, restricted, or limited under applicable law.

30. RIGHT TO REFUSE, SUSPEND OR TERMINATE SERVICE

House Hero may refuse, suspend, or terminate service where:

• Working conditions are unsafe;
• Material property conditions were not disclosed;
• House Hero Personnel are subjected to abusive, threatening, degrading, discriminatory, intimidating, or otherwise seriously inappropriate conduct;
• Payment obligations are not met;
• The requested service is outside House Hero’s reasonable capabilities;
• The Client materially breaches these Terms;
• Access cannot reasonably be obtained;
• The Client materially interferes with House Hero Personnel’s ability to perform the service; or
• Continued service would reasonably expose House Hero or House Hero Personnel to unacceptable safety, legal, operational, or other material risk.

Where a service has already commenced, refusal, suspension, or termination of the remaining service does not extinguish amounts properly owing for labour hours already worked, billable waiting time, or services already provided.

31. FORCE MAJEURE

House Hero is not liable for delay or inability to perform services caused by circumstances beyond its reasonable control, including severe weather, natural disasters, power outages, government restrictions, transportation disruptions, labour shortages, emergencies, or similar events.

House Hero will use reasonable efforts to notify affected Clients and reschedule where practical.

32. PRIVACY

House Hero may collect, use, and retain Client information reasonably required for booking, providing services, communicating with Clients, invoicing, payment processing, quality assurance, safety, dispute management, fraud prevention, identity verification, and lawful account recovery.

House Hero will handle personal information in accordance with applicable privacy laws.

33. ELECTRONIC COMMUNICATIONS AND AUTHORIZATIONS

The Client agrees that communications concerning bookings, estimates, scope changes, authorizations, invoices, service concerns, payment, and account administration may occur through email, SMS/text message, Messenger, an online booking system, electronic form, or other electronic communication methods used between the Client and House Hero.

An authorization, acknowledgment, approval, or confirmation provided electronically may be relied upon by House Hero as evidence of the Client’s instructions or agreement.

34. CHANGES TO TERMS

House Hero may update these Terms from time to time.

The version applicable to a particular service will be the version provided or made available to the Client in connection with that booking or otherwise accepted by the Client, subject to applicable law.

Material changes will not retroactively alter rights or obligations arising from services already provided unless both parties agree or applicable law permits the change.

35. SEVERABILITY

If any provision, clause, sentence, portion, or application of these Terms is determined by a court, tribunal, or other authority of competent jurisdiction to be invalid, illegal, void, or unenforceable, that determination will not affect the validity or enforceability of the remaining provisions of these Terms.

To the extent permitted by applicable law, the affected provision will be interpreted, limited, modified, or severed only to the minimum extent necessary to make it valid and enforceable while preserving its original purpose as closely as reasonably possible.

If the affected provision cannot lawfully be interpreted, limited, or modified so as to be enforceable, it will be severed from these Terms, and all remaining provisions will continue in full force and effect.

The invalidity or unenforceability of a provision in one particular circumstance will not necessarily affect its validity or enforceability in another circumstance where it may lawfully apply.

36. NO WAIVER

House Hero’s decision not to immediately exercise a contractual or legal right does not constitute a waiver of that right.

A goodwill refund, credit, discount, complimentary re-clean, settlement, waiver of a cancellation charge, transfer or refund of a deposit, or other accommodation offered in one circumstance does not create an obligation to provide the same remedy or accommodation in another circumstance.

37. GOVERNING LAW

These Terms and services provided by House Hero are governed by the laws of British Columbia and the applicable laws of Canada.

Nothing in these Terms restricts any non-waivable right, remedy, jurisdiction, or procedure available to a consumer under applicable law.

38. ACCEPTANCE OF TERMS

These Terms form part of the agreement between House Hero and the Client for the provision of services.

House Hero will make these Terms available to the Client in connection with the booking or before services commence. The Client is responsible for reviewing these Terms before confirming a booking or authorizing House Hero to proceed.

The Client accepts and agrees to these Terms by any of the following:

• Confirming or approving a booking after being provided with or directed to these Terms;
• Accepting or approving an estimate or quotation that references or provides access to these Terms;
• Clicking or selecting an electronic acceptance, confirmation, checkbox, or acknowledgement of these Terms;
• Replying to a booking confirmation indicating acceptance or confirmation;
• Providing written or electronic authorization for House Hero to proceed with the service;
• Authorizing House Hero Personnel to commence or continue the requested service after being provided with or directed to these Terms; or
• Otherwise expressly agreeing to these Terms in writing or electronically.

Acceptance communicated through email, SMS/text message, Messenger, an online booking system, electronic form, website, or other electronic communication may constitute acceptance of these Terms.

Once accepted in connection with a booking, these Terms form part of the service agreement between House Hero and the Client.

The Client’s failure to read these Terms after being provided with them or given reasonable access to them does not, by itself, invalidate the Client’s acceptance.

Where House Hero materially changes these Terms, the revised Terms will apply to future services only after the revised Terms have been made available to the Client and accepted in connection with a subsequent booking or service, except where applicable law permits otherwise.

A person booking services on behalf of another individual, property owner, tenant, business, corporation, partnership, society, organization, property-management company, or other legal entity represents that they have authority to make the booking, authorize the requested services, and accept these Terms on behalf of that person or entity.

Where services are booked for a corporation, company, partnership, society, organization, property-management company, or other legal entity, the person making the booking represents that:

• They have authority to bind that entity in relation to the requested services;
• The complete registered legal name provided to House Hero, including any applicable legal designation or suffix such as Ltd., Limited, Inc., Incorporated, Corp., Corporation, LLP, or other registered designation, is true and accurate; and
• The contact, service-address, and billing information supplied to House Hero is true, complete, and accurate.

Unless otherwise expressly agreed by House Hero in writing, the individual or legal entity identified as responsible for payment remains responsible for all amounts properly owing under the booking.

The use of an abbreviated name, trade name, operating name, nickname, preferred name, alias, or other variation in a communication, estimate, invoice, or account record does not by itself release the responsible Client from obligations properly incurred under the booking once the responsible party’s legal identity is established.

ELECTRONIC RECORDS

The Client acknowledges that House Hero may maintain electronic records relating to the formation, authorization, performance, and administration of the service agreement.

Such records may include booking confirmations, SMS/text messages, Messenger communications, emails, estimates, quotations, authorizations, electronic acknowledgements, timestamps, invoices, payment records, photographs, and other relevant electronic communications or records.

Subject to applicable law, these records may be retained and relied upon by House Hero as evidence of communications, instructions, authorizations, acceptance of these Terms, services performed, amounts owing, and other matters relating to the Client relationship.

HOUSE HERO CLEANING SERVICES LTD.
Victoria, British Columbia, Canada