Terms of Service – Crisp&Nest Cleaning Services Ltd.

1. Introduction and Acceptance

These Terms of Service (“Terms”) govern the provision of cleaning services and related offerings by Crisp&Nest Cleaning Services Ltd. (“Crisp&Nest”, “we”, “us”, or “our”) to individual and small business customers in British Columbia, Canada.

By booking a service, submitting a request through our website, or confirming a booking by phone, email, or messaging app, you (“you” or “Customer”) agree to be bound by these Terms, as amended from time to time in accordance with Section 16.

If you do not agree to these Terms, you should not book or use our services.

2. Contact Information

Crisp&Nest Cleaning Services Ltd. operates in British Columbia and provides services to residential and small business/office premises within the province.

General inquiries: hello@crispandnest.com
Service and support inquiries: support@crispandnest.com and the phone number listed on our website

Customers should first contact us using the above details for any questions about these Terms or their bookings.

3. Scope of Services

Crisp&Nest provides professional cleaning services for:

• Residential premises, including apartments and houses.
• Commercial premises and small business offices.
• Short‑term rental properties (including Airbnb and Booking.com listings) located in British Columbia.

Service types may include, without limitation:

• Quick/Standard/regular cleaning.
• One‑time or deep cleaning.
• Move‑in/move‑out cleaning.
• Post‑renovation cleaning (subject to limitations below).
• Short‑term rental turnover cleaning.

Detailed inclusions and exclusions for each service type are described in our checklists published on the website and form part of these Terms.

4. Excluded Services and Hazardous Work

For safety, insurance, and regulatory reasons, Crisp&Nest does not perform certain types of work, including but not limited to:

• High‑rise or high‑altitude cleaning beyond the reach of standard equipment and ladders considered safe under our internal policies.
• Biohazard or hazardous material cleaning (including but not limited to blood, bodily fluids, mold remediation, heavy infestation, or other specialized restoration work).
• Restoration of carpets, flooring, or other materials after severe water damage or flooding.

If our staff determine on arrival that a task falls into an excluded or unsafe category, we may decline to perform that portion of the work and will discuss alternatives with you.

5. Booking and Formation of Contract

A contract between you and Crisp&Nest for the provision of cleaning services is formed when:

• You submit a booking request through our website and we confirm it by callback, email, SMS, or messaging app; or
• You book directly by phone, email, or messaging app and we confirm the booking details back to you.

Using our website booking form, checking the “I agree to the Terms of Service” box (where applicable), and submitting the form constitutes an offer to purchase services under these Terms. Our confirmation of the booking constitutes acceptance of your offer and forms the binding agreement.

6. Estimates, Pricing, and Adjustments

Unless expressly stated otherwise, all prices are provided in Canadian dollars.

6.1 Estimates

Initial price estimates are typically based on the type of service, property type (apartment, house, office), size or square footage, and any selected add‑on services, as provided by you at the time of booking.

Estimates are provided in good faith based on the information available at the time and may be subject to adjustment if the actual condition of the premises or requested scope materially differs from what was described.

6.2 Final Price Confirmation

The final price for each visit is confirmed on‑site at the start of the service, once our staff have assessed the premises and any special conditions.

If an adjustment is required due to additional time or add‑on tasks beyond the original estimate, we will discuss this with you and obtain your agreement before proceeding.

7. Payment Terms

7.1 Timing of Payment

Unless otherwise agreed in writing:

• Payment is due at the time of service or in accordance with the invoice issued for the specific visit.
• Where invoice payment is agreed, the invoice is typically due within up to three (3) business days of the invoice date.
• In some cases, a partial or full prepayment may be required, including for large jobs, first‑time visits, or special services. Any required deposit or prepayment will be communicated at the time of booking.

7.2 Payment Methods

Accepted payment methods may include:

• Cash.
• Bank transfer or e‑transfer.
• Credit and debit cards processed via third‑party payment processors such as Stripe or PayPal.
• Online payment through our website, where available.

7.3 Late Payment and Fees

If an invoice remains unpaid after the stated due date, late payment fees may begin to accrue from the fourth (4th) business day following the due date.

The applicable late fee or interest rate, if any, will be communicated on the invoice or in our billing terms.

Crisp&Nest reserves the right to suspend or refuse future services in the event of unpaid invoices or repeated late payments.

8. Cancellation, Rescheduling, and No‑Show

8.1 Customer‑Initiated Cancellation or Rescheduling

You may cancel or reschedule a booking free of charge up to five (5) hours before the scheduled start time of the cleaning.

Cancellations or rescheduling requests must be made through one of our standard communication channels (phone, email, or messaging app) and are effective once you receive our confirmation.

8.2 Late Cancellation

If you cancel less than five (5) hours before the scheduled start time, a fee may apply. Depending on the circumstances and any deposit arrangement in place, this may be:

• Forfeiture of a deposit previously paid; or
• A fixed late cancellation fee of 110 CAD.

The applicable fee will be clearly communicated in our booking or promotional materials.

8.3 No‑Show and Access Failure

If our cleaners arrive at the scheduled time but are unable to access the premises (due to incorrect or missing access codes, keys, or the absence of an authorized person where required), and the service cannot proceed, a no‑show or lockout fee of 110 CAD may be charged.

This fee is intended to cover the costs of travel, reserved time, and administrative handling.

8.4 Company‑Initiated Changes

In rare cases (including staff illness, operational issues, severe weather, or other unforeseen events), we may need to reschedule or cancel a booking.

In such cases, we will notify you as soon as reasonably possible and offer priority rebooking at a mutually convenient time, which may include a 20% discount on the rescheduled service where appropriate.

Minor schedule adjustments within the same day, where the service is still completed within a reasonable time window, do not normally give rise to discounts or compensation.

9. Recurring Services and Discounts

Crisp&Nest may offer recurring cleaning services (such as weekly or bi‑weekly standard cleaning) with applicable discounts.

• Weekly standard cleaning receives a 15% discount off the standard price for that service type.
• Bi‑weekly standard cleaning receives a 10% discount.

Recurring service arrangements continue until you request cancellation or change of frequency, subject to the following:

• You may cancel a scheduled recurring visit without penalty if you notify us at least one (1) day before the scheduled service time and receive confirmation.
• You may reschedule a recurring visit to another date within the following five (5) business days while retaining the applicable discount, provided we confirm the new date.
• Notification can be made through any of our standard contact methods (phone, email, messaging apps), provided that we respond and confirm the requested change.

We reserve the right to adjust discount levels or recurring service terms prospectively for future bookings, with notice.

10. Customer Responsibilities

To enable us to perform our services safely and effectively, you agree to:

• Provide timely and safe access to the premises at the agreed time (including any required keys, fobs, or access codes).
• Ensure that there is adequate lighting and that essential utilities are available (functioning electricity, hot and cold water).
• Secure or remove valuable items, sensitive documents, and personal belongings from areas to be cleaned, or clearly indicate areas that should not be touched.
• Inform us in advance about pets on the premises, including any aggressive behavior or special handling requirements.
• Inform us about any special surfaces, materials, or conditions that require particular products or methods (including delicate stone and specialty finishes).

You are responsible for your own valuables, documents, and personal items. Crisp&Nest is not liable for loss or damage to items that were not reasonably visible, disclosed, or accessible only because they were left in areas not intended for cleaning.

11. Cleaning Supplies, Equipment, and Use of Customer Products

Unless otherwise agreed, Crisp&Nest will supply its own cleaning products and equipment that are appropriate for standard residential and commercial cleaning.

If you specifically request that we use your own cleaning products or equipment, we may do so at our discretion.

In such cases, we do not guarantee the same level of cleaning results as when using our standard products and methods, and our satisfaction guarantee and liability for damage related to those products or equipment may not apply.

For safety reasons, we may decline to use certain products or equipment that we consider unsafe, inappropriate for the task, or incompatible with our procedures or insurance coverage.

12. Satisfaction Guarantee and Complaints

Crisp&Nest aims to provide services that meet or exceed our published standards for the relevant service type.

If you are not satisfied with the quality of the cleaning, you must notify us within twenty‑four (24) hours of the service, describing the issue and the areas of concern.

Where possible, we may ask for reference to the checklist used for the visit and/or non‑identifying photos documenting the areas to be re‑addressed.

Subject to confirmation that the issue relates to areas and tasks within the agreed scope of work for that visit:

• We will offer to re‑clean the specific areas of concern at no additional charge, or
• At our discretion, we may provide a partial refund or credit up to a reasonable portion of the service price.

The satisfaction guarantee does not apply to:

• Tasks or add‑ons that were not agreed and not included in the original service description, booking, or checklist.
• Situations in which customer‑provided cleaning products or equipment were used against our advice and contributed to the unsatisfactory result or to damage.

13. Damage, Breakage, and Insurance

Crisp&Nest takes care to avoid damage or breakage while working in your premises.

If accidental damage or breakage occurs and is attributable to our staff, you must notify us as soon as reasonably possible and no later than twenty‑four (24) hours of the service or discovery.

We will review the circumstances and, where appropriate, may offer repair, replacement, or compensation.

Our direct liability for property damage arising from a particular service is generally limited to an amount up to the price paid (or payable) for that service visit, with any further amounts addressed, where applicable, through our insurance provider and subject to policy terms and deductibles.

We are not liable for:

• Pre‑existing damage, excessive wear, or conditions that are reasonably beyond standard cleaning (including structural issues, severe staining, or unreported defects).
• Damage arising where you requested the use of specific products or equipment that we identified as potentially unsuitable.
• Indirect, consequential, or purely economic loss (such as loss of income or profits), to the extent permitted by law.

14. Keys, Access Codes, and Security

Where you provide keys, fobs, or access codes to enable our staff to enter your premises:

• We will use reasonable care to store and handle such access methods securely and to restrict access to staff who require it to perform the service.
• Keys and physical access devices are stored and labeled in a way that avoids unnecessary association with a precise address when reasonably possible.
• Access codes are used for the limited period required to perform scheduled services.

If access cannot be obtained due to incorrect or changed codes, missing keys, or a failure to provide access as agreed, a lockout or no‑show fee may apply as described in Section 8.3.

You are responsible for changing access codes or updating locks if you believe there has been any compromise of security. Crisp&Nest is not responsible for security incidents arising from circumstances beyond our reasonable control or after our agreed responsibilities end.

15. Promotions, Promo Codes, and Gift Certificates

From time to time, Crisp&Nest may offer promotional discounts or promo codes.

Unless otherwise stated, promo codes cannot be combined with other promotions or discounts.

Specific terms for each promotion (such as eligibility, expiry, applicable services, and geographic limits) will be stated in the promotional materials.

Gift certificates or gift cards, if offered:

• May generally be transferred to another person unless otherwise specified.
• May not expire, unless otherwise permitted by applicable consumer protection legislation and clearly disclosed.
• Are generally not redeemable for cash except where required by law.

16. Changes to These Terms

We may update these Terms from time to time, including to reflect changes in applicable law, our services, or our business practices.

The most current version of the Terms will be posted on our website with the “Last updated” date.

Changes will normally apply only to bookings made after the revised Terms are posted.

By continuing to use our website or booking services after changes are posted, you agree to be bound by the revised Terms for future bookings.

17. Suspension and Termination of Services

We reserve the right, acting reasonably, to suspend or terminate the provision of services to you, including recurring services, if:

• There are repeated late payments or unpaid invoices.
• There are repeated last‑minute cancellations or no‑shows.
• Conditions at the premises are unsafe, unsanitary beyond standard cleaning, or otherwise pose undue risk to staff.
• There is abusive, threatening, or inappropriate behavior towards our staff.

Where possible, we will provide notice and an opportunity to address the issue. However, in serious cases (including safety concerns or non‑payment), we may suspend or terminate services immediately.

18. Governing Law and Dispute Resolution

These Terms and any disputes arising out of or relating to them, or to the services provided by Crisp&Nest, are governed by the laws of the Province of British Columbia and the applicable federal laws of Canada, without giving effect to conflict of law rules.

If you have a concern or dispute, you agree first to contact us using the details in Section 2 so that we can attempt to resolve the matter informally and in good faith.

If a dispute cannot be resolved directly, it may be brought before the appropriate court or tribunal in British Columbia, such as the Small Claims Court or the Civil Resolution Tribunal, where applicable. Nothing in these Terms is intended to limit your rights under applicable consumer protection legislation.

No mandatory arbitration clause is imposed by these Terms; however, the parties may mutually agree to alternative dispute resolution (such as mediation or arbitration) in a specific case.

19. Limitation of Liability

To the extent permitted by applicable law, Crisp&Nest’s total aggregate liability for any loss, damage, or claim arising out of or in connection with a particular service visit is limited to:

• The amount you paid or are payable for that visit; and
• Any additional sums, if applicable, that may be available under our insurance coverage in accordance with policy terms.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

20. Miscellaneous

If any provision of these Terms is found to be invalid or unenforceable by a court or tribunal of competent jurisdiction, that provision will be enforced to the maximum extent permissible, and the remaining provisions will remain in full force and effect.

Any failure by Crisp&Nest to enforce any right or provision of these Terms will not be deemed a waiver of such right or provision.

These Terms, together with any confirmations, checklists, and written communications specific to a booking, constitute the entire agreement between you and Crisp&Nest in relation to the services covered by that booking, and supersede any prior understandings or communications, except where consumer protection legislation provides otherwise.