Policies
Initial Deep Clean Policy:
At TOSH CLEANING CO.., we believe that consistent, high-quality cleaning begins with establishing the right foundation. Every home has its own level of use, build-up, and individual cleaning needs, which is why we take the time to understand and properly care for your space from the very beginning.
Our initial deep clean is designed to establish a clean baseline for your home and allow our team to become familiar with your space, priorities, and specific cleaning needs. By establishing a fresh baseline from the start, we can ensure that every task included in a regularly scheduled maintenance clean is completed thoroughly at each visit, rather than addressing accumulated build-up.
To ensure consistent quality and maintain our business’s cleaning standards, all clients requesting recurring cleaning services are required to begin with an initial deep clean. This initial service gives us the opportunity to address the build-up and overlooked areas so that future visits can be more efficient, consistent, and cost effective.
Our goal is to provide every recurring client with the highest quality maintenance service possible while creating a clean, comfortable, and well-maintained home you can consistently rely on.
Initial Walk Through Policy:
At TOSH CLEANING CO., we believe every home is unique, and every client has different cleaning needs and expectations. To ensure we provide the highest quality service possible, an initial walk-through may be required before beginning cleaning services. During the walk-through, we will briefly go through the home with the client and discuss the areas they would like cleaned. We may ask questions regarding the home, cleaning preferences, pets, special requests, and any areas requiring extra attention.
The walk-through is also an opportunity for the client to ask questions and communicate anything they feel is important for us to know before service begins.
Cancellation Policy:
We understand that plans can change. To help us maintain a reliable schedule for all clients, we kindly ask for at least 48 hours’ notice when cancelling or rescheduling a scheduled cleaning service.
48+ hours’ notice: No cancellation or rescheduling fee will apply.
Less than 48 hours’ notice: A fee of 25% of your regularly scheduled service price may apply.
Unforeseen circumstances: We understand that unexpected situations happen. Cancellations made within 48 hours due to genuine unforeseen circumstances will be considered on a case-by-case basis, and the cancellation fee may be waived.
Thank you for respecting our time and helping us maintain a reliable schedule for all of our clients.
Payment Policy:
Payment is due at the completion of each cleaning service. Once your service has been completed, you will receive an invoice outlining the services provided and the total amount due.
Accepted Payment Methods - We currently accept:
Cash
E-Transfer (EMT)
Cheque
Late Payments:
Payments that remain outstanding after the due date will be subject to a $5 per day late payment fee until the balance has been paid in full.
If you anticipate an issue with making your payment on time, please contact us as soon as possible so we can discuss the situation.
We appreciate your prompt payment and continued support of our small business.
Health and Safety Policy:
At TOSH CLEANING CO., the health and safety of our clients, our team, and anyone present in the home is a top priority. Cleaning can involve chemicals, equipment, slippery surfaces, and other potential hazards, so we take reasonable precautions to ensure every service is completed in a safe and professional manner.
By booking our services, clients agree to provide a reasonably safe working environment and to disclose any known hazards or conditions that may affect the safety of the cleaning service.
Safe Working Environment
Our team must be provided with a safe and accessible environment in which to perform cleaning services. We reserve the right to modify, postpone, or decline a service if we determine that conditions present a significant safety risk.
Examples may include:
Unsafe or unstable furniture or structures
Blocked entrances, exits, or walkways
Exposed electrical wiring or electrical hazards
Significant water leaks or flooding
Unsafe temperatures or lack of reasonable ventilation
Dangerous or aggressive animals
Excessive clutter preventing safe access to areas being cleaned
Other conditions that could reasonably result in injury or harm
If a safety concern is identified during a cleaning, we will communicate the concern with the client whenever possible and determine whether the affected area can safely be cleaned.
Hazardous Materials & Substances
Clients must disclose any known hazardous substances or materials present in the home before service begins.
Our standard cleaning services are not intended to include the handling, removal, or disposal of hazardous materials, including but not limited to:
Needles, syringes, or other sharps
Human bodily fluids or waste
Animal waste beyond ordinary household pet messes
Unknown or improperly stored chemicals
Toxic substances
Hazardous building materials
Significant mold contamination
Chemical spills
Other materials requiring specialized handling or disposal
If hazardous materials are discovered, cleaning of the affected area may be refused or discontinued until the hazard has been safely removed by an appropriate professional.
Mold, Mildew & Biohazards
Our regular cleaning services are not intended to provide mold remediation, biohazard cleanup, or other specialized remediation services.
Minor surface-level mildew or buildup that can reasonably be addressed through normal cleaning may be handled at our discretion. However, significant, widespread, or potentially hazardous contamination may require a qualified specialist.
Chemicals & Cleaning Products
We use cleaning products and equipment appropriate for the services being provided. Clients should inform us before service of any allergies, sensitivities, surfaces requiring specialized products, or products they do not want used in their home.
TOSH CLEANING CO. is not responsible for damage resulting from previously applied products, improperly maintained surfaces, defective materials, or surfaces that require specialized care when this information has not been disclosed before cleaning.
Cleaning products will never intentionally be mixed in a manner that could create a hazardous reaction.
Pets & Animals
For the safety of both our team and your pets, clients are responsible for securing animals that may interfere with or pose a risk during the cleaning service.
We reserve the right to discontinue or modify service if an animal is aggressive, unpredictable, or prevents our team from safely completing the cleaning.
Clients remain responsible for the care and supervision of their pets while our team is in the home.
Children & Other Occupants
For everyone's safety, children and other occupants should remain clear of areas actively being cleaned whenever possible.
Cleaning products, equipment, wet floors, and other hazards may temporarily make certain areas unsafe to enter. Our team may ask occupants to remain outside of a work area until cleaning has been completed and the area is safe.
Wet Floors & Cleaning Equipment
Cleaning may temporarily result in wet or slippery floors. We will take reasonable precautions to minimize the risk of slips and falls; however, clients and other occupants should avoid freshly cleaned areas until they are dry.
Cleaning equipment, cords, buckets, and products may also be present throughout the home during service and should not be moved or disturbed unless requested.
Accidents, Damage & Existing Conditions
If an accident, injury, or property damage occurs during a service, the incident should be reported as soon as reasonably possible so that it can be documented and addressed appropriately.
Clients are encouraged to disclose any existing damage, fragile items, unstable surfaces, or areas requiring special care before cleaning begins.
Right to Refuse or Stop Service
The safety of our team and clients will always take priority over completing a cleaning.
If we encounter conditions that we reasonably believe present a serious health or safety risk, we may refuse to clean the affected area or stop the service entirely.
Where appropriate, we will explain the concern to the client and discuss whether the service can safely continue after the issue has been addressed.
Safety comes first — for you, your home, your pets, and our team.
Satisfaction guarantee:
At TOSH CLEANING CO., we take pride in providing detailed, reliable, and high-quality cleaning services.
Our goal is for every client to be happy with the service they receive.
If you are not completely satisfied with an area that was included in your scheduled cleaning service, please contact us within 24 hours of the completion of your service. We will review your concern and, when appropriate, arrange to re-clean the affected area at no additional charge.
Re-Clean Requests
To help us address concerns fairly and efficiently:
Concerns must be reported within 24 hours of the completed service.
The concern must relate to an area or task that was included in the original service.
We may request photos or additional information to better understand the concern.
The re-clean will address the specific area or task identified in the original service.
Additional cleaning requests that were not included in the original service may be subject to an additional charge.
Re-cleaning does not include areas that were inaccessible, excessively cluttered, or otherwise unavailable to be cleaned during the original appointment.
No Refunds
Our satisfaction guarantee is intended to provide an opportunity to correct a cleaning concern rather than provide a refund.
Refunds are not provided for completed cleaning services. If a concern is reported within the 24-hour period, our first course of action will be to work with the client to address the specific issue through a complimentary re-clean where appropriate.
We ask that clients allow us the opportunity to correct any legitimate concerns before requesting outside services or making other arrangements, as we are committed to standing behind the quality of our work.
Your satisfaction matters to us, and we appreciate the opportunity to make things right.
Our Commitment:
Our goal is to create clear expectations from the beginning so that both the client and TOSH CLEANING CO. have a clear understanding of the services being provided.
We take pride in providing reliable, detailed, and consistent cleaning services, and these policies help us establish the standard of service we aim to maintain with every visit.