The Fine Print, Written Fairly

DustyDen Cleaning Ltd. (“Dusty Den Cleaning,” “we,” “us,” or “our”) provides residential cleaning services, including standard cleaning, deep cleaning, move-in/move-out cleaning, post-renovation cleaning, senior cleaning services, and recurring cleaning plans. These Terms and Conditions (“Terms”) govern every booking you make with us and your use of our website. By booking a service or using our website, you agree to these Terms.

Services we don't offer

Unless specifically agreed to in advance, our cleaning services do not include: cleaning above 12 feet in height; exterior windows, patios, decks, or garages; pest or rodent removal; handling of bodily fluids, blood, or other biohazards; disposal of chemical or hazardous waste; mold remediation beyond light surface cleaning; fire, smoke, or water damage restoration; heavy furniture moving; or general clutter organizing, packing, or unpacking. We may decline a booking, end a visit early, or adjust pricing if we arrive to find extreme conditions such as significant mold, biohazards, smoke or water damage, or hoarding-level clutter that falls outside the scope of standard cleaning.

Getting your home ready

For us to do our job safely and effectively, please make sure that, at the time of your booking: water and electricity are working; the home is at a reasonable temperature; there's no active pest infestation; no other contractors are working in the same space at the same time; the home is reasonably tidy so we can access surfaces; garbage is bagged and ready for disposal; aggressive or anxious pets are secured in a separate room; and valuables worth more than $200 are stored somewhere secure. If our cleaner determines that conditions are unsafe or unsuitable to work in, they may decline to continue the service.

Add-on services

Some add-ons require preparation on your part: oven cleaning requires the oven to be pre-sprayed with an oven cleaner at least 12 hours before your appointment; fridge cleaning requires the fridge to be emptied beforehand; cabinet cleaning requires cabinet contents to be removed beforehand. If an area isn't prepared as required, we may skip that add-on without a refund for that portion of the service.

Time estimates

Quotes are based on square footage, the number of bedrooms and bathrooms, and the general condition of the home as described to us. If your home needs more time than estimated, we'll let you know before any additional charges apply, and proceeding with the extra time means you authorize the additional charge to your payment method on file.

If you're not happy with any part of your cleaning, please let us know within 48 hours of the service being completed. This gives us the chance to make it right, usually with a complimentary re-clean of the affected areas. We may not be able to address concerns raised after this window.

If something is damaged during a visit, please report it in writing to info@dustydencleaning.com within 48 hours, along with a description, photos, its location in your home, and its estimated value. Our liability for any single damage claim is capped at $500 CAD, except where a higher amount is required by law. Items that weren't secured in line with the valuables guidance above aren't eligible for a claim. Where a claim is approved, we may choose to repair, replace, or reimburse the item, at our discretion.

Our cleaners have the right to leave a job, without penalty to them, if they feel unsafe or disrespected. Verbal abuse, harassment, discrimination, or any other inappropriate behaviour directed at our cleaners will not be tolerated, and may result in the immediate end of a visit without refund, and a permanent ban from booking with us again.

Cleaners who perform work for Dusty Den Cleaning are our own employees, not subcontractors. Every cleaner who works under our name goes through our own hiring, training, and vetting, and is expected to follow our quality standards and checklists.

What we commit to

• A clearly defined scope of service for every booking
• A 48-hour window to report concerns and request a re-clean of affected areas
• A damage claims process, as described above

What we're not responsible for

We aren't responsible for work outside the scope of what was booked, damage to valuables that weren't secured as described above, pre-existing damage or wear in your home, or damage caused by using a cleaning product on a surface you didn't tell us was sensitive.

Insurance

We carry commercial general liability insurance. Details are available on request by emailing info@dustydencleaning.com.

By booking with us or using our website, you confirm that:

• You are at least 18 years old and able to enter into a binding agreement
• You are booking for personal, residential use, not for resale or commercial purposes
• You will comply with applicable laws when using our services and website
• You will not let someone else use your account or booking access without our knowledge

We're not responsible for issues caused by devices, browsers, or software that aren't compatible with our website or booking tools.

When using our website, you agree that you will not:

• Use it for any unlawful purpose, or to submit false or fraudulent information
• Harass, annoy, or attempt to harm us, our staff, or other users
• Try to interfere with, disrupt, or overload our website or servers
• Copy, scrape, or reproduce our content without permission
• Use bots, crawlers, or other automated tools to access the site
• Attempt to reverse engineer or gain unauthorized access to any part of our systems
• Upload viruses, malware, or any other harmful code

Our website, its content, and our branding are owned by DustyDen Cleaning Ltd. and may not be copied, redistributed, or used commercially without our written permission.

Our cleaners are part of what makes Dusty Den Cleaning work, and a lot goes into training and vetting each one. If you book with us, you agree not to directly hire, contract, or otherwise engage any current or former Dusty Den Cleaning cleaner for cleaning or other domestic services outside of Dusty Den Cleaning bookings, for 12 months following that cleaner's most recent visit to your home. This section survives even if you stop booking with us.

Payment is due at the time of booking or at the time of service, depending on how you book with us. Where we place a pre-authorization hold on your payment method ahead of your appointment to confirm your booking, this hold is not a final charge. If a pre-authorization fails, for example due to insufficient funds, an expired card, or a declined transaction, we may cancel or reschedule your booking.

Refunds

Refunds are issued at our discretion. Where you've reported a concern within the 48-hour window described above, our standard remedy is a complimentary re-clean of the affected areas. A cash refund may be offered instead where a re-clean isn't practical.

Tips

Tipping your cleaner is always optional, and 100% of any tip goes directly to them. Tipping, or not tipping, has no effect on your eligibility for a re-clean or refund.

Chargebacks

If you have a concern about a charge, please contact us at info@dustydencleaning.com before filing a chargeback with your bank or card provider, so we have a chance to resolve it directly. We may contest chargebacks that we believe are without merit, using records of the service provided, our communications with you, and any relevant photos.

We ask for at least 24 hours' notice to cancel or reschedule a one-time booking. Cancellations or reschedules with less notice than that may be subject to a $45 CAD fee, charged to your payment method on file, since it's often too late for us to fill that time slot with another booking.

If we can't get in

If our cleaner arrives and can't access your home, whether because no one is there, an access code or key doesn't work, the entrance is blocked, or entry is refused, a lockout fee of the greater of $75 CAD or 50% of the booked service total will apply. Our cleaners will wait up to 20 minutes before needing to move on to their next booking.

Recurring plans

If you're on a recurring cleaning plan, we ask for at least 7 days' notice before your next scheduled visit to cancel or pause it. Less notice than that may result in the $45 CAD short-notice fee described above.

If your recurring plan comes with a discounted rate tied to a minimum number of visits, and you cancel before reaching that minimum, we may adjust your prior invoices to reflect our standard one-time rate and charge the difference to your payment method on file.

Prices shown on our website are estimates and may not always reflect current pricing; the price confirmed at booking is what applies. We may update our pricing from time to time. If you're on a recurring plan, we'll email you at least 14 days before any rate increase takes effect. Continuing to book with us after that date means you accept the new rate.

Promotional offers and discount codes are limited to the terms they're advertised with, for example, new customers only, one-time use, or specific service types, and we may end a promotion at any time.

By giving us your email address and phone number, you agree that we can send you transactional messages related to your booking: confirmations, reminders, arrival notifications, receipts, and follow-ups. These messages aren't optional, since they're how we keep you updated about your own booking.

We may also ask if you'd like to receive promotional emails or texts about offers and news. You can opt out of these at any time by using the unsubscribe link in our emails, replying “STOP” to a text, or emailing us at info@dustydencleaning.com. Opting out of promotional messages won't affect the transactional messages related to an active booking.

Our website, our name, our logo, and all related content and branding belong to DustyDen Cleaning Ltd. If you send us feedback, ideas, or suggestions about our services or website, you agree that we can use them without any obligation to compensate you or credit you. Nothing in these Terms transfers any ownership of our intellectual property to you.

We may refuse, suspend, or end service to anyone, at any time, for any reason, including a breach of these Terms, and we're not liable for any inconvenience this causes. Where reasonably possible, we'll try to let you know before doing so. We may also change, pause, or discontinue any part of our website or services at any time.

Neither of us is responsible for delays or failure to perform (other than payment obligations) caused by events outside our reasonable control, including severe weather, natural disasters, pandemics, public health orders, government action, civil unrest, fire, flood, utility outages, or telecommunications failures. If a booking is affected by an event like this, we'll do our best to reschedule it as soon as it's safe and practical to do so.

Our website and booking tools are provided “as is.” We don't guarantee that they'll always be available, error-free, secure, or uninterrupted, and we're not responsible for issues caused by the internet or telecommunications networks that are outside of our control. Aside from the specific commitments we make elsewhere in these Terms, for example the 48-hour re-clean window and the damage claims process, we don't make any other guarantees, express or implied, about our services or website.

To the extent permitted by law, our total liability to you for any claim arising from your use of our services or website is limited to the amount you paid us in the 6 months before the event giving rise to the claim. We're not liable for indirect, incidental, or consequential damages, including lost time, lost income, or damage to data, even if we've been made aware those damages were possible. Nothing in this section limits liability that can't be limited under applicable law.

These Terms are governed by the laws of the Province of Alberta and the federal laws of Canada that apply in Alberta.

If a dispute comes up that we can't resolve directly with you, either of us can bring it before the courts of Edmonton, Alberta, and both of us agree that those courts have jurisdiction to hear it.

Residential cleaning naturally involves some variability from visit to visit, and we can't guarantee that every result will meet every expectation every time. The remedies described in these Terms, including our 48-hour re-clean window and our damage claims process, are our main way of making things right if something falls short. Nothing in these Terms is meant as legal, financial, or other professional advice.

Booking with us doesn't create a partnership, joint venture, or employment relationship between you and DustyDen Cleaning Ltd. If any part of these Terms is found to be unenforceable, the rest will still apply. If we don't enforce a part of these Terms right away, that doesn't mean we've given up the right to enforce it later. These Terms are the entire agreement between you and us about our services and website, replacing any earlier discussions or agreements.

You can't transfer your rights or obligations under these Terms to someone else without our written consent. We may transfer or assign these Terms, for example if our business is sold or restructured, without needing your consent.

These protections extend to our owners, staff, and cleaners, not just to DustyDen Cleaning Ltd. as a company.

We may update these Terms from time to time as our business grows or our services change. When we do, we'll update the date at the top of this page. Continuing to book with us or use our website after an update means you accept the revised Terms.