TERMS AND CONDITIONS OF THE SOUL MAIDS SERVICES

Last Updated: March 29, 2025

PLEASE READ THESE CONSUMER TERMS AND CONDITIONS CAREFULLY. These Terms and Conditions (“Agreement,” “Terms”) constitute a legal agreement between you and The Soul Maids. By using our services, you are agreeing to these Terms and entering into a legally binding contract. If you do not agree with these Terms, do not use our services.

1. Booking and Payments

1.1 Booking Confirmation

• The payment must be done only after the service is done. 

1.2 Payment Methods

• Payments can be made via e-transfer or cash.

1.3 Late Payments

• Late payments (over 7 days) may incur a late fee.

1.4 Pricing Adjustments

• Final price may be adjusted if the property condition differs from what was described. Clients will be informed prior to service.

1.5 Free Estimates

• Free estimates are provided exclusively to first-time clients inside our area of service in the GTA (You may refer to the Service Area section on the homepage). The Soul Maids reserves the right to determine client eligibility.

2. Service Access and Expectations

2.1 Property Access

• Clients must ensure access during the entire scheduled time.

2.2 Failure to Provide Access

• If access is not possible within 15 minutes, the service is considered a no-show and full fee applies.

2.3 Early Departure Due to Access Issues

• If our team is forced to leave before the agreed-upon end time for any reasons, the full fee still applies.

2.4 Pets

• Clients must secure pets that may interfere with cleaning during the whole service duration to ensure a smooth and safe cleaning experience.

2.5 Use of Client-Provided Products

• If a client requests the use of specific cleaning products, it is the client’s responsibility to supply and make those products readily available during the scheduled cleaning. The Soul Maids will not be held liable for the absence, condition, or performance of client-provided products.

3. Cancellation and Rescheduling

3.1 Cancellations

• At least 24 hours’ notice required.
• Less than 24 hours’ notice may result in a 50% cancellation fee.
• No-shows are charged the full-service fee.

3.2 Rescheduling

• 24-hour notice allows rescheduling at no additional cost, pending availability.

4. Liability and Damages

4.1 When The Soul Maids May Be Liable:

• Accidental damage caused by our team to secured items or due to improper cleaning techniques.

4.2 When The Soul Maids Is Not Liable:

• Damage to pre-damaged or worn items, unstable fixtures, or when using customer-provided products/methods.
• Loss or damage to unsecured valuables.

4.3 Damage Reporting

• Clients must report damages within 24 hours. If confirmed, resolution may include repair, replacement, or reasonable compensation.

4.4 Missing Item Check (Optional)

• To support clients in identifying any potential missing items, we offer—upon request—to set aside a separate bag with debris collected by the vacuum cleaner at the end of the cleaning. 

5. Workplace Harassment and Violence

5.1 Harassment and Misconduct

• The Soul Maids has a strict no-tolerance policy for any form of harassment, discrimination, or inappropriate behavior towards its employees. This includes verbal abuse, physical intimidation, or any form of sexual harassment. If such behavior occurs, the employee has the right to leave immediately, and the client may be permanently banned. No refund will be issued.

5.2 Safe Work Environment

• No cleaning of biohazardous areas (e.g., mold, human/animal waste).
• Unsafe conditions may result in service refusal and the full fee still applies.

6. Client Satisfaction

6.1 Service Quality

• If unsatisfied, notify us within 24 hours. A re-cleaning may be offered at our discretion.

6.2 Refunds

• Refunds are not provided, but concerns will be addressed reasonably.

7. Changes to Terms

7.1 Updates

• Terms may be updated. Notice will be provided at least 15 days in advance via email or other contact methods.

7.2 Acceptance

• Continued use of our services after the effective date of the updated Terms constitutes acceptance of the changes.

8. Force Majeure

8.1 Unforeseen Events

• We are not responsible for delays or failures due to events beyond our control (e.g., natural disasters, pandemics).

9. Privacy Policy

• Your privacy is important to us. Please refer to our Privacy Policy for details on how we collect, use, and protect your personal information.

10. Dispute Resolution

10.1 Mediation and Arbitration

• Disputes will first be addressed through mediation. If unresolved, arbitration will follow applicable laws.

11. Governing Law

• These Terms shall be governed by and interpreted in accordance with the laws of the Province of Ontario, Canada.

12. Termination of Services

• We reserve the right to refuse or terminate services at any time for any violation of these Terms or unsafe behavior.

13. Acceptance of Terms

• By booking and using The Soul Maids services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.