Terms of Service

These Terms of Service govern your use of the HomeKeep website, residential cleaning booking flow, and account. By booking a clean or creating an account, you agree to these terms.

Review the service scope, scheduled date and arrival window, total price, and cancellation information before submitting a booking. Keep your confirmation and contact support@home-keep.ca if anything is incorrect. You must be authorized to arrange cleaning and provide access at the service address.

Your Consumer Rights

These terms do not exclude rights or remedies that cannot be waived under applicable law. Our voluntary cancellation and account-credit rules do not replace statutory cancellation or refund rights. Where the law requires a refund, we will provide the required refund rather than account credit. Contact support to exercise these rights; nothing here prevents a complaint to a regulator or access to a court.

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.

Recurring Cleaning

• Available recurring frequencies, discounts, and prices are shown before you submit a booking.
• You can review recurring visits and their status from your account.
• Contact HomeKeep support if you need to change or end a recurring schedule.
• If you purchase an automatically renewing subscription, review its billing interval, renewal terms, and price before purchase. Cancellation normally takes effect at the end of the paid billing period, subject to applicable cancellation and refund rights.

Service Delivery

• Services are performed by cleaners whose required provider setup has been reviewed and activated by HomeKeep.
• We schedule services during your preferred time windows when possible.
• If eligible cleaning work was missed, contact HomeKeep within 24 hours so we can review a re-clean.
• Cleaning availability varies by date and service area within Metro Vancouver.

Payment

• The booking flow displays the cleaning price and applicable taxes before you submit payment.
• Payment details are processed by Stripe. HomeKeep does not store your full card number.
• Prices are in Canadian dollars (CAD).

Recurring Schedule Changes & Refunds

• Paid cleaning bookings follow the paid booking cancellation rules below.
• Canceling a scheduled subscription visit does not end subscription billing or create a one-time booking account credit.
• Ending a recurring schedule does not cancel a visit that is already inside the cancellation window.
• Referral credits are non-refundable and non-transferable.

Visit Cancellations & Rescheduling

• For a paid cleaning booking canceled at least 24 hours before its scheduled start, the full booking total is added as account credit.
• For a paid cleaning booking canceled less than 24 hours before its scheduled start, 50% of the booking total is retained and the remainder is added as account credit. Account credit applies to a future eligible booking; it is not refunded to your payment card.
• If a cleaner cannot access the property on arrival, contact support. Under the no-access policy, 50% of the booking total is retained and support arranges return of the remainder, subject to applicable refund rights.
• Self-service rescheduling is available more than 24 hours before the scheduled visit. For a closer visit, contact support to discuss available options.
• HomeKeep may cancel and refund a visit in full if no cleaner can be matched.

Scope Overruns (“Too Dirty”)

Our starting prices assume standard, lived-in condition. If the property is meaningfully outside the cleaning service you booked (for example, heavy mold, hoarding, post-construction dust, blood or bodily fluids, or pest infestation), the cleaner may pause work and contact you and support. Available options depend on whether the work can be done safely:

• 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

• Advertised prices for future bookings may change. Review the total before confirming a new booking.
• A price change does not alter a cleaning that is already booked at a quoted price.
• Changes to an existing subscription or its renewal are subject to the applicable agreement and statutory notice, consent, cancellation, and refund requirements. This policy does not shorten any notice period required by law.

Missed Work, Damage, and Complaints

Report eligible missed cleaning within 24 hours for review under the re-clean policy. Report damage or another incident to support@home-keep.ca as soon as reasonably possible, including the booking reference, a description, and relevant photos if available. We will review the information with the people involved and discuss the response. The re-clean reporting window does not remove statutory rights or set a limitation period for a legal claim.

Privacy, Photos, and Optional Cookies

Our Privacy Policy explains how we handle contact details, home access instructions, service messages, and photos used to document cleaning or an incident. Please avoid including unrelated people, identity documents, or other unnecessary sensitive details in uploaded photos. Optional analytics and advertising require a separate choice described in the Cookie Policy; booking or agreeing to these terms does not grant that consent.

Limitation of Liability

HomeKeep coordinates residential cleaning visits. To the maximum extent permitted by law, HomeKeep's total liability is limited to the amount paid for the booking related to the claim.

This limit does not apply where a limit or exclusion is prohibited by law. Nothing in these terms requires mandatory arbitration, waives a non-waivable consumer claim, or prevents you from sharing a lawful review.

Changes to These Terms

The date and version above identify this policy. Updated terms apply as permitted by law and do not retrospectively change a confirmed booking. We will provide any notice or seek any agreement required for changes to an existing contract.

Contact

Questions? Email us at support@home-keep.ca.