Service Policies & Terms

The Scope of Work governs the service

Every Fresh & Shiny booking is defined by a written Scope of Work listing the areas and cleaning services included. You review and approve it before the booking is confirmed, and it is the reference used by the office and the service team.

Work that is not in the approved Scope of Work is not part of the booking. Additions are arranged with the Fresh & Shiny office so the scope, time required and price stay accurate. Team members do not add work or agree pricing on site.

Recommendations and condition verification

Your recommended service level and price are calculated from the property, areas and condition information you provide. Service level is determined by the areas selected and their actual condition — not by the age, type, location or occupancy of the property.

If conditions found on site are materially different from what was described, the Scope of Work or price may require an adjustment. Any adjustment is reviewed with you and agreed before additional work begins.

Pricing, deposits and payment

Your subtotal, HST, total, deposit and remaining balance are displayed during booking before you confirm. A deposit reserves your date and is applied against the total. The remaining balance is due in accordance with the terms shown at booking.

Recurring programs do not change price automatically. A change to a recurring price or Scope is discussed and agreed with you first.

Scheduling, rescheduling and cancellation

You select your service date and arrival window during booking, from the availability shown at that time. Arrival windows account for travel and the work required at earlier stops.

Reschedules and cancellations requested at least 48 hours before the scheduled start are handled without a cancellation charge. Inside 48 hours the reserved time has already been committed and the deposit may be retained.

Recurring schedule changes, skips and pauses are requested through Fresh & Shiny and confirmed by the office.

Access and readiness

The service requires reliable access to the property at the scheduled time, along with the parking, entry and building information supplied during the assessment. If the team cannot access the property, or the selected areas cannot be cleaned as described, the visit may need to be rescheduled and cancellation terms may apply.

• Selected floors and cleaning surfaces should be reasonably accessible before arrival.
• Clothing, toys and loose belongings should be cleared from the areas scheduled for cleaning.
• Interiors selected for cleaning — cabinets, closets, appliances — need to be empty.
• Utilities required to perform the service, such as water and electricity, need to be available.
• Let us know about delicate surfaces, known damage, manufacturer care requirements and anything you would prefer we do not clean.

What is not included

Fresh & Shiny provides residential cleaning services. The following are outside our standard cleaning services and are not performed:

• Mould remediation. Limited surface cleaning may be appropriate in some cases depending on material and condition; conditions requiring remediation must be handled by a qualified specialist.
• Hazardous material handling, biohazard cleaning and regulated sanitation work.
• Construction debris removal, junk hauling, paint stripping and adhesive stripping.
• Repairs, renovation work, pest control and exterior building services.
• Organizing and decluttering, unless specifically selected and written into the Scope of Work.
• Work at heights or in conditions that are unsafe for the team.

Communication and records

Booking confirmations, Scope of Work documents and receipts are sent by email. Short service alerts are sent through the channel you selected. Communication about your service is coordinated through the Fresh & Shiny office so the record stays complete and accurate.

If something is not right

Contact the office as soon as possible and identify the specific areas and services from your approved Scope of Work. We review what was included in the booking and agree the appropriate correction with you.