Terms of Use

1. Agreement to Terms

By booking or using the services of Pixel Cleaners LLP (“Pixel Cleaners,” “we,” “our,” or “us”), you agree to be bound by these Terms of Use. We encourage you to read through these terms so you know what to expect from our services.

Business Name: Pixel Cleaners LLP
Address: 2979 Wickham Dr, Coquitlam, BC V3C 4N5, Canada
Website: pixelcleaners.com

2. Services Provided

Pixel Cleaners provides professional residential and commercial cleaning services throughout Metro Vancouver and the Lower Mainland (Fraser Valley, excluding areas beyond such as Chilliwack).

Services may include but are not limited to:

  • Regular home cleaning
  • Deep cleaning
  • Move-in/move-out cleaning
  • Commercial cleaning
  • Other cleaning services as agreed upon

3. Booking and Scheduling

Services can be booked through our website, email, or phone. When you book a service, you will receive confirmation of your appointment including the date, time, and scope of work.

We will make every effort to arrive at the scheduled time. However, scheduling may be affected by factors beyond our control, such as weather conditions or unforeseen circumstances. We will notify you as soon as possible if there are any changes to your appointment.

4. Cancellation and Rescheduling Policy

Important: We require at least 24 hours advance notice for cancellations or rescheduling.

  • 24+ Hours Notice: Cancellations or rescheduling requests made with at least 24 hours notice will incur no charge.
  • Less Than 24 Hours Notice: Cancellations or rescheduling requests made with less than 24 hours notice will be subject to a cancellation fee of 50% of the scheduled service cost.
  • No-Show: If you are not present at the scheduled time and have not provided access to the property, or if we are unable to complete the service due to circumstances within your control, the full service fee will be charged.

This policy ensures fair compensation for our cleaning team and allows us to effectively manage our schedule.

5. Payment Terms

Payment Methods

We accept the following payment methods:

  • Pre-authorized Credit Card Payment (Preferred Method): We will send you a Stripe invoice and pre-authorize your credit card. The charge will be processed only after the cleaning service is completed.
  • E-Transfer: Payment can be made via e-transfer upon receipt of invoice after service completion.

Payment Timing

All payments are due upon completion of services. For pre-authorized credit card payments, your card will be charged once our team has completed the cleaning. For e-transfer payments, invoices are due immediately upon receipt.

Payment Processing

We use Stripe for secure payment processing. Your payment information is handled according to industry security standards and is not stored on our servers.

Late Payments

Accounts not paid within 30 days may be subject to additional fees or collection actions. Continued service may be suspended for accounts with outstanding balances.

6. Pricing

Service pricing will be provided at the time of booking based on the scope of work, property size, and specific requirements. Prices quoted are estimates and may be adjusted if:

  • The actual condition of the property significantly differs from what was described
  • Additional services are requested during the cleaning
  • Access or property conditions prevent efficient completion of work

We will notify you of any price adjustments before charging your account.

7. Satisfaction Guarantee

Quality Commitment

We are committed to providing high-quality cleaning services. We document our work by taking before and after photos for internal quality assurance purposes (you may opt out of photos upon request).

If You’re Not Satisfied

If you are not satisfied with our service, please contact us within 24 hours of service completion. We will work with you to resolve the issue through one of the following options:

  • Re-clean (Preferred Option): We will send our cleaning team back to address any areas of concern at no additional charge. This must be scheduled within a reasonable timeframe.
  • Partial Refund: If you decline a re-clean or if the issue cannot be resolved through a re-clean, we may offer a partial refund based on the specific circumstances. The refund amount will be determined on a case-by-case basis.

Satisfaction guarantee claims must be made within 24 hours of service completion. Claims made after this period may not be eligible for resolution.

8. Client Responsibilities

To ensure a safe and effective cleaning experience, clients are responsible for:

Before Service

  • Providing accurate information about the property, including size, condition, and any special requirements
  • Ensuring safe and clear access to all areas to be cleaned
  • Securing or removing valuable, fragile, sentimental, or irreplaceable items
  • Informing us of any hazards, damages, or issues with the property
  • Disclosing any pets and ensuring they are secured during cleaning
  • Notifying us of any allergies or sensitivities to cleaning products

Property Access

  • Providing access to the property at the scheduled time (either by being present or providing access codes/keys)
  • Ensuring utilities (water, electricity) are functional
  • Providing adequate lighting in all areas to be cleaned

After Service

  • Inspecting the work and notifying us within 24 hours of any concerns
  • Providing feedback to help us improve our services

9. Limitation of Liability

What We’re Not Liable For

While we take every precaution to protect your property and provide quality service, Pixel Cleaners is not liable for:

  • Pre-existing damage, wear, or defects to surfaces, items, or fixtures
  • Damage to items that are improperly installed, damaged, or in poor condition
  • Loss or damage to cash, jewelry, or other valuables left unsecured
  • Damage caused by hidden or undisclosed property conditions
  • Damage to items not disclosed to our team prior to service
  • Damage resulting from client’s failure to follow our care instructions
  • Slight color variations in surfaces after cleaning (which may reveal original colors beneath dirt buildup)
  • Issues arising from the client’s property, utilities, or equipment

Insurance

Pixel Cleaners carries liability insurance. In the event of damage caused by our negligence, we will work with you to resolve the issue fairly. Claims must be reported within 24 hours of service completion.

Maximum Liability

Our maximum liability for any claim related to our services is limited to the amount paid for the specific service in question.

10. Service Limitations

Our services do not include:

  • Cleaning of biohazardous materials or crime scenes
  • Removal of hazardous waste or materials
  • Pest control or extermination
  • Repairs or maintenance work
  • Cleaning of items requiring specialized care unless specifically agreed upon
  • Moving furniture or heavy items (unless arranged in advance)

We reserve the right to refuse service or discontinue cleaning if conditions are unsafe, unsanitary beyond normal cleaning scope, or if we encounter biohazardous materials.

11. Privacy and Photo Documentation

We take before and after photos of our work for internal quality control and training purposes. These photos are stored securely and are not shared with third parties or used for marketing without your explicit consent. You may opt out of photo documentation at any time.

For complete information about how we collect, use, and protect your personal information, please review our Privacy Policy.

12. Modifications to Services or Terms

We reserve the right to:

  • Modify, suspend, or discontinue any aspect of our services at any time
  • Update these Terms of Use at any time by posting revised terms on our website
  • Refuse service to anyone for any reason

Material changes to these terms will be effective upon posting, and your continued use of our services constitutes acceptance of the revised terms.

13. Governing Law

These Terms of Use are governed by and construed in accordance with the laws of the Province of British Columbia and the federal laws of Canada applicable therein. Any disputes arising from these terms or our services shall be subject to the exclusive jurisdiction of the courts of British Columbia.

14. Severability

If any provision of these Terms of Use is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that these Terms of Use shall otherwise remain in full force and effect.

15. Entire Agreement

These Terms of Use, together with our Privacy Policy, constitute the entire agreement between you and Pixel Cleaners regarding the use of our services and supersede all prior agreements and understandings, whether written or oral.

16. Contact Information

If you have any questions about these Terms of Use or our services, please contact us:

Pixel Cleaners LLP

2979 Wickham Dr
Coquitlam, BC V3C 4N5
Canada

Website: pixelcleaners.com

By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Use.