Terms & Conditions

Last Updated: September 2026

Thank you for choosing Hannah’s Housekeeping! These Terms & Conditions are here to make sure expectations are clear and every cleaning appointment runs as smoothly as possible. By booking a service with Hannah’s Housekeeping, you acknowledge and agree to the following terms.

Booking & Pricing

All appointments are subject to availability and confirmation. Prices displayed at the time of booking are based on the selected service and scheduled appointment length. Cleaning times are estimates, and the amount of work that can be completed will depend on the size, condition, and specific needs of the space.

If we determine that additional time may be required to complete the requested work, we will discuss this with you before proceeding beyond the scheduled appointment.

Any applicable additional charges will be communicated to the client whenever reasonably possible before the additional work is completed.

Access to Home or Business

Clients are responsible for ensuring Hannah can safely access the property at the scheduled appointment time. If you will not be home, please arrange an appropriate method of entry before your appointment. This may include a key, concierge access, lockbox, or another agreed-upon method.

If Hannah is unable to access the property at the scheduled time, the appointment may need to be shortened, rescheduled, or treated as a late cancellation.

Preparing for Your Cleaning

You do not need to clean before we arrive! That's what we're here for. However, removing excessive clutter, clothing, dishes, toys, and personal belongings from surfaces and floors allows us to spend more of your scheduled appointment actually cleaning.

Hannah’s Housekeeping is not responsible for organizing or moving large quantities of personal belongings unless this has been discussed as part of the service beforehand.

Pets/Furry Friends

Pets are welcome! We understand that pets are family and that having them leave the home during a cleaning appointment isn't always practical or comfortable for them. Dogs, cats, and other household pets are welcome to remain home during your clean.

Please let us know about any pets before your appointment, particularly if they are anxious, protective, prone to escaping, or uncomfortable around unfamiliar people.

Clients are responsible for ensuring pets can safely coexist with the cleaning process. If a pet presents a safety concern, Hannah may ask that the animal be secured in a comfortable area before cleaning continues.

Cancellations & Rescheduling

Plans change! If you need to cancel or reschedule your appointment, please provide at least 72 hours' notice whenever possible. Cancellations or rescheduling made 72 hours or more before the appointment will not incur a cancellation fee.

Cancellations made within 48 hours of the scheduled appointment may be subject to a $100 cancellation fee. Cancellations made within 24 hours of the scheduled appointment may be charged the full amount of the booked service. The same policy may apply to appointments where we cannot access the property upon arrival.

If Hannah’s Housekeeping needs to cancel or reschedule an appointment, we will provide as much notice as reasonably possible and work with you to find another suitable time.

Late Arrivals

We do our best to arrive on time, but traffic, weather, parking, or a previous appointment can occasionally cause delays. If Hannah is running significantly behind schedule, we will make every reasonable effort to contact you. A late arrival by Hannah will not reduce the amount of cleaning time you have paid for.

Parking

Clients are asked to provide information about parking during the booking process. Where possible, please provide access to a driveway, visitor parking, or another convenient parking option. If paid parking is the only reasonable option available, any parking arrangements or applicable charges should be discussed before the appointment.

Cleaning Supplies & Equipment

Hannah’s Housekeeping takes an earth-conscious approach to cleaning, choosing effective, environmentally mindful products wherever possible and avoiding the excessive use of unnecessary cleaning products.

We believe a clean home doesn’t need to come at the expense of the environment — or require a different chemical for every surface. Our approach is thoughtful and intentional, using what’s needed to get the job done while minimizing unnecessary product use and waste.

Hannah will arrive with the standard cleaning supplies and equipment needed for your service. If your home has specific product requirements, allergies, sensitivities, specialty surfaces, or products you prefer us to use, please let us know before your appointment.

Clients are responsible for informing Hannah of any surfaces, finishes, furnishings, or belongings that require specialized care or specific cleaning products.

What We Don’t Do

For safety and liability reasons, Hannah’s Housekeeping does not provide:

- Mold remediation or removal
- Cleaning of ceilings or areas outside of normal, safe reach
- Removal of construction materials or significant rubbish
- Steam cleaning or professional carpet cleaning
- Lifting or moving heavy furniture
- Exterior wall cleaning
- Exterior window cleaning
- Moving furniture or surfaces containing delicate or valuable items
- Cleaning involving hazardous materials, bodily fluids, biohazards, pests, or unsafe conditions

If we encounter a condition that could pose a health or safety risk, we reserve the right to avoid the affected area or discontinue the appointment.

Valuables & Breakage

We always take great care when working in your space. Clients are encouraged to safely store particularly fragile, sentimental, irreplaceable, or high-value belongings before their appointment.

If accidental damage occurs during a cleaning, please contact Hannah’s Housekeeping as soon as possible so the situation can be reviewed and addressed.

Pre-existing damage, normal wear and tear, improperly installed fixtures, unstable furniture, or items that are already damaged or compromised may not be the responsibility of Hannah’s Housekeeping.

Move In & Out Cleans

To provide a thorough move-in or move-out clean, the property must be completely empty at the time of your appointment. All furniture, boxes, personal belongings, and other items must be removed from the home before Hannah arrives.

Move-in and move-out cleaning appointments will not be performed in occupied or partially furnished spaces. This allows us to properly clean floors, baseboards, cabinets, closets, and other areas that may otherwise be obstructed.

Still packing or have belongings in the home? No problem! If you’d like your home thoroughly cleaned before moving but won’t be able to provide a completely empty space, please book our Deep Cleaning service instead.

If Hannah arrives for a Move-In/Move-Out Cleaning appointment and the property has not been fully emptied, the appointment may need to be changed to a Deep Cleaning service, rescheduled, or cancelled in accordance with our cancellation policy.

Results & Stains

We always aim to leave your space looking and feeling its best. However, some stains, discoloration, buildup, damage, or deterioration may be permanent or require specialized treatment.

Booking a cleaning service does not guarantee the removal of every stain, mark, odour, or area of buildup.

Deep Cleans

Deep cleaning appointments are scheduled for a predetermined amount of time. The amount that can be completed within that time will depend on the size and condition of the property.

If the requested work cannot reasonably be completed during the scheduled appointment, we may recommend additional time or a follow-up appointment.

Photos

Hannah’s Housekeeping will not photograph or share images of your home, belongings, pets, or business for marketing purposes without permission. If we would like to photograph completed work, we will ask for your consent first.

Commercial clients are responsible for communicating any building access procedures, security requirements, restricted areas, alarm information, or other relevant instructions before the appointment.

Hannah’s Housekeeping provides general cleaning services and does not provide specialized medical, industrial, hazardous-material, or regulated sanitation services unless specifically agreed to in writing.

Office & Small Business Cleans

Right to Refuse Service

Hannah’s Housekeeping reserves the right to refuse, discontinue, or reschedule a service if a property presents unsafe or unsanitary working conditions, aggressive or uncontrolled animals, harassment, hazardous materials, undisclosed biohazards, or any other situation that reasonably presents a risk to health or safety.

Privacy

Information provided during booking is used to schedule and provide your cleaning services, communicate with you regarding your appointment, process payments where applicable, and maintain appropriate business records. Personal information will be handled with care and will not be sold to third parties.

Questions?

We want you to feel comfortable and confident when booking with us. If you have questions about a service, pricing, your appointment, or these Terms & Conditions, please get in touch before booking.