Cleaning & Booking Policies

Cleaning appointments are subject to availability and confirmation by Nuandria Eco-Clean. Submitting a quote request does not confirm an appointment or guarantee a quoted price.

We confirm the agreed cleaning scope, price, and applicable conditions before a booking is finalized. Additional work or changes to the agreed scope require customer approval.

Recurring residential and standard one-time cleaning appointments do not require a deposit. Deep, seasonal, and post-renovation cleaning appointments require a deposit of 25% of the agreed cleaning price.

Deposits are credited toward the total price. The remaining balance is due upon completion of residential cleaning. We currently accept Interac e-Transfer and cash. Online card payments are not yet available.

Commercial cleaning payment arrangements are agreed separately in writing.

You may cancel or reschedule without a fee by giving at least 24 hours’ notice before the scheduled appointment start time.

Cancellations or rescheduling requests made less than 24 hours before the appointment may incur a fee of 25% of the agreed cleaning price. Any deposit already paid is credited toward this fee, and any refundable balance is returned.

Please contact us as early as possible if your plans change.

Please arrange safe and timely access to the property at the scheduled appointment time. If our team cannot gain access, we will make reasonable attempts to contact you and allow a 15-minute grace period.

If access cannot be arranged and the appointment cannot proceed, a no-access fee of 50% of the agreed cleaning price may apply. Any deposit is credited toward that fee.

Cancellation and no-access fees are not added together for the same appointment.

We may waive cancellation or no-access fees in genuine emergencies, unsafe weather, or exceptional circumstances outside your reasonable control.

If Nuandria Eco-Clean cannot provide the agreed service, you will not be charged for work that was not performed. Payments for unperformed services will be refunded where applicable.

Our work follows the Matron Cleaning Standard. If an agreed cleaning task was missed, please contact us within 24 hours of service completion and describe the concern.

Where we verify a missed task within the agreed cleaning scope, we will arrange a complimentary touch-up of the affected area at a mutually convenient time.

This guarantee does not cover new dirt or damage occurring after the visit, pre-existing damage, permanent staining, or tasks outside the agreed cleaning scope.

Eligible cancellations made at least 24 hours before the appointment receive a full deposit refund. For late cancellations or no-access appointments, any applicable agreed fee is deducted from the deposit and the remaining refundable balance is returned.

Duplicate or incorrect payments will be corrected. Concerns involving partially completed or unsatisfactory services are reviewed individually, taking account of the work performed and the circumstances.

We aim to initiate approved refunds within five business days after verifying the refund amount and recipient details. Processing time may vary by payment method.

These policies do not limit rights or remedies available under applicable consumer protection laws. Where applicable law requires a different outcome, the law takes precedence.

We may update these policies as our services develop. The terms disclosed and agreed when a booking is confirmed govern that booking, subject to applicable law.