These Terms of Service govern your use of the HomeKeep website, the on-demand cleaning booking flow, and any maintenance subscription you purchase. By booking a clean, subscribing to a plan, or creating an account, you agree to these terms.
How We Work
We value your home. We also value our providers. Every cleaner working through HomeKeep has the right to feel safe on a job and can decline work that exposes them to hazards, biohazards, hostile occupants or guests, unsafe access, lack of running water, pest infestations, or illegal substances on the premises. They can stop work mid-clean if conditions change. We back them when they do, and we'll work with you to reschedule or refund as appropriate.
Subscription Plans
- HomeKeep offers monthly and annual subscription plans (Essential, Complete, Premium).
- Plans auto-renew unless cancelled before the next billing cycle.
- You may upgrade, downgrade, or cancel your plan at any time from your dashboard.
- No long-term contracts. Cancel anytime with no penalties.
Service Delivery
- Services are performed by background-checked providers in our network. Many carry their own liability insurance, see the Limitation of Liability section.
- We schedule services during your preferred time windows when possible.
- HomeKeep guarantees satisfaction on every visit. If you're not satisfied, we'll send someone back at no charge.
- Service availability may vary by season and service area within Metro Vancouver.
Payment
- Subscription fees are billed monthly or annually depending on your plan.
- Add-on services are billed separately at the time of booking.
- All prices are in Canadian dollars (CAD) and include applicable taxes.
Subscription Cancellation & Refunds
- Monthly plans: Cancel anytime, effective at the end of the current billing cycle.
- Annual plans: Prorated refund available within the first 30 days.
- Referral credits are non-refundable and non-transferable.
Visit Cancellations & Rescheduling
- Free cancellation up to 24 hours before the scheduled visit.
- 24 to 12 hours before: 50% of the booking total is charged, the cleaner has already blocked the window.
- Under 12 hours or same-day cancellation: 100% of the booking total is charged (the cleaner has already blocked the window).
- No-access on arrival (the cleaner shows up and can't get in): 50%, half covers their trip, half is returned because no work happened.
- Reschedules follow the same notice rules, moving the date 24 hours or more out is free; closer than that, the same percentages apply.
- HomeKeep may cancel and refund a visit in full if no provider can be matched. This is rare; we keep a reserve roster.
Scope Overruns (“Too Dirty”)
Our starting prices assume standard, lived-in condition, not biohazard. If the cleaner arrives and the property is meaningfully outside the SKU you booked (heavy mold, hoarding, post-construction dust, blood or bodily fluids, pest infestation), they will message you with a photo and three options:
- Accept a re-quote, extra hours billed at a fair hourly rate, agreed in writing via the app before work continues.
- Downgrade the scope, for example, clean two rooms instead of the whole unit at the same price.
- Cancel on the spot, a 50% charge applies to cover travel and the lost slot.
The cleaner will not leave silently and will not charge you extra without your consent in the app.
If the property presents unsafe working conditions (electrical hazards, structural risk, pest infestation, biohazard, hostile occupants or guests, no running water), the cleaner can stop work and we will work with you on a 50% credit or reschedule. Abuse of any kind, verbal, physical, or otherwise, is never tolerated; the cleaner will leave and the visit is forfeit (100% charge).
Abuse and Safety
Cleaners reserve the right to feel safe on a job and can decline or stop work that exposes them to abuse, harassment, or hazardous conditions. We back them when they do.
Price Changes
- Starting prices may change with 14 days' notice, sent in-app and by email.
- Active recurring subscribers are price-locked for the remainder of their current billing cycle.
- Single bookings already on the schedule honour the price quoted at the time of booking.
Limitation of Liability
HomeKeep coordinates services between homeowners and independent service providers. Many providers carry their own liability insurance; we encourage homeowners to confirm coverage directly with the provider before high-value or specialty work. HomeKeep's total liability is limited to the fees paid in the most recent billing cycle.
Contact
Questions? Email us at support@home-keep.ca.