These Terms & Conditions apply to all cleaning services booked with Uprise Clean, including services booked through our website, booking system, phone, email, text message, or any other method. By booking, requesting, approving, or receiving a service from Uprise Clean, you agree to these Terms & Conditions.

Who these terms apply to

In these Terms, "Uprise Clean," "we," "us," and "our" refer to Uprise Clean. "Customer," "client," "you," and "your" refer to the person or business booking, paying for, authorizing, or receiving the service. Uprise Clean provides residential, deep cleaning, recurring cleaning, move-in/move-out cleaning, hourly/custom cleaning, Airbnb/short-term rental cleaning, post-construction cleaning, commercial cleaning, and other related cleaning services.

If you are booking on behalf of another person, company, property owner, tenant, or occupant, you confirm that you have authority to do so.

Changes to these terms

We may update these Terms from time to time. The most current version will be posted on our website. Unless otherwise required by law, the version in effect at the time of booking will apply to that booking. For recurring services, updated Terms may apply to future appointments after the updated Terms are posted or provided.

Service scope

Your cleaning service is based on the service type, add-ons, notes, and details provided at the time of booking. Our cleaning teams follow the work order provided by Uprise Clean. Team members cannot approve major changes to the service type, price, timing, or scope while on site; any changes, add-ons, or special requests must be approved by Uprise Clean by phone, email, text, or through our booking system.

Uprise Clean provides general cleaning services. We are not specialists in mold remediation, biohazard cleanup, pest removal, grout restoration, renovation cleaning beyond the agreed scope, wall restoration, carpet cleaning, odour removal, or other specialty services unless specifically agreed in writing.

Customer responsibilities

Customers are responsible for providing accurate information when booking, including the size of the home, condition of the property, level of clutter, presence of pets, access instructions, parking instructions, requested add-ons, and any special conditions that may affect the service. If the property condition, size, clutter level, pet presence, or requested scope is materially different from what was disclosed, Uprise Clean may adjust the price, reduce the scope, convert the service to hourly, request approval for additional time, reschedule, or refuse to complete the service.

Customers are responsible for ensuring the property is safe, accessible, and has working electricity, running water, proper lighting, and reasonable working conditions.

Access, keys, codes and security systems

Customers must provide safe and accurate access instructions before the scheduled appointment — keys, lockbox codes, door codes, alarm codes, parking instructions, concierge instructions, or other entry details. If we cannot access the property when our team arrives, the appointment may be treated as a lockout and a lockout or late cancellation fee may apply.

If the property has a security system, customers must ensure it is turned off or provide accurate instructions before the appointment, and must notify us if access or alarm codes change. We use access information only to provide the scheduled service and related quality control. Customers are responsible for changing or disabling access codes after service if desired.

Scheduling and arrival window

Scheduled appointment times are estimated arrival windows, not guaranteed start times. Unless otherwise stated, our team may arrive up to one hour before or one hour after the scheduled time due to traffic, weather, prior jobs, staffing, parking, or other delays. If we expect a significant delay outside the arrival window, we will make reasonable efforts to notify you.

Cleaning teams

We may assign one or more cleaners depending on the size, type, and timing of the job, and a team lead may be assigned. We make reasonable efforts to provide consistency for recurring clients, but cannot guarantee the same cleaner or team for every appointment due to scheduling, illness, staff changes, availability, training, or business needs.

Payment, receipts and billing

Payment is due at the time of booking unless otherwise approved in writing. Accepted payment methods may include credit card, Interac e-Transfer, or other methods we approve. Cash is not accepted unless approved before booking. A valid payment method may be required to hold an appointment, and we are not required to reserve a booking without payment or approved payment details.

Receipts are sent automatically to the email address provided at booking after successful payment. Customers are responsible for entering accurate contact and billing information.

Pricing and service adjustments

Pricing is based on the service type, home size, condition, frequency, scope, add-ons, location, and information provided at booking. We may adjust pricing if the actual property condition, size, level of work, or service requirements differ from what was disclosed; where possible, we will contact you before completing additional work or applying additional charges.

Recurring service pricing is based on cleaning frequency. If appointments are skipped, delayed, or rescheduled in a way that changes the time between cleanings, the applicable rate may change — for example, if a bi-weekly cleaning is skipped and the next cleaning occurs four weeks after the prior one, the monthly rate may apply.

Cancellations, rescheduling and lockouts

Customers may cancel or reschedule a booking without a fee by providing more than 24 hours' notice before the scheduled appointment time. A $79 late cancellation fee may apply if a booking is cancelled, rescheduled, skipped, or made inaccessible with less than 24 hours' notice. If our team arrives and cannot access the property, the appointment may be treated as a lockout and a $79 lockout fee may apply.

For properties outside our regular service area, additional travel fees may apply. For large, commercial, post-construction, specialty, or out-of-city jobs, we may charge reasonable labour, scheduling, or travel costs if the job is cancelled, delayed, or made inaccessible after staff have been assigned or dispatched — up to 50% of the agreed service price unless otherwise stated in a separate quote or agreement.

Telling the cleaning team on site does not replace notice to Uprise Clean. Cancellation, rescheduling, or scope changes must be communicated directly to us by phone, email, text, or approved booking method.

Cancellations or refusals by Uprise Clean

We may cancel, reschedule, suspend, or refuse service if the property is unsafe or inaccessible; if there is no working water, electricity, lighting, or reasonable working conditions; if there is excessive clutter, hoarding, pests, biohazards, bodily fluids, animal waste, or unsafe materials; if other contractors, occupants, guests, pets, or third parties interfere with the work; if the requested work is outside our scope, insurance, training, or safety standards; if the customer is abusive, threatening, discriminatory, or inappropriate toward our team; if payment information is invalid or payment is not received; or if the booking information was inaccurate or incomplete.

If we cancel because of an issue within the customer’s control after staff have been assigned or dispatched, cancellation, lockout, travel, or partial service fees may still apply.

Refunds and re-cleans

Because cleaning services are labour-based, completed services are generally non-refundable. If you are not satisfied with your cleaning, contact us within 24 hours of the scheduled service start or completion time, whichever is later, with photos and a clear list of the specific areas missed. If the concern relates to work included in the original scope, we may offer a complimentary re-clean of the missed areas.

Re-cleans are limited to the original booked scope and do not include new tasks, additional add-ons, or areas not identified within the 24-hour period. They are typically scheduled within 24 to 48 hours, subject to availability, and the customer must provide access; a re-clean does not mean the team will repeat the entire original service. Nothing in this section limits rights that cannot be waived under applicable law.

Cleaning approval

Customers may approve a cleaning by speaking with us or the team, replying to an email or text, completing a walkthrough, or otherwise confirming satisfaction. Once a cleaning has been approved, later re-clean requests may be declined unless the issue could not reasonably have been noticed during the walkthrough. If an in-person walkthrough is requested and the team must wait more than 10 minutes after completion, waiting time may be charged at our hourly rate, up to one hour.

Hourly and custom cleaning services

Hourly services are billed by time at our current hourly rate, with a minimum 3-hour booking unless otherwise agreed. Customers are responsible for booking enough time for the requested work; if the booked time is not enough, we focus on priority areas where possible and do not guarantee that all requested tasks will be completed. Additional time may be billed if the team continues working with the customer’s approval or at the customer’s request.

Quality concerns for hourly services must be raised as soon as possible. Any re-clean for hourly service is limited to addressing missed areas within the original booked scope and does not include additional equal hours.

Move-in, move-out and empty-home cleaning

Move-in and move-out cleaning is priced for homes that are empty, accessible, and free of clutter unless otherwise agreed. Customers must remove personal belongings, food, items inside cabinets, drawers and appliances, garbage, and other belongings before the service begins. If the home is still occupied, cluttered, or not empty, we may adjust the price, reduce the scope, convert the service to hourly, or reschedule.

Inside cabinets, inside appliances, and similar add-ons must be booked in advance and emptied before our team arrives. We do not remove pet odours, smoke odours, severe staining, mold, pest-related residue, or other specialty issues unless expressly agreed in writing.

Deep cleaning, post-construction, commercial and specialty services

These services may require additional time, equipment, staffing, or site review. Any estimate provided by phone, email, text, or online booking is based on the information provided by the customer, and we may adjust the price or scope if the actual site condition differs. Post-construction and specialty cleaning do not include hazardous materials, heavy debris removal, renovation waste removal, pest cleanup, mold remediation, or other excluded work unless specifically agreed in writing.

Add-ons, extra work and supplies

Extra work, special requests, additional rooms, inside appliances, inside cabinets, garage cleaning, post-construction tasks, or other add-ons must be requested and approved before service whenever possible. Requests given directly to the team on site may not be completed unless approved by Uprise Clean, and may require extra time, extra charges, or a separate appointment.

We generally provide our own cleaning supplies and equipment. If you require a specific product, notify us before the appointment; we may refuse customer-provided products that are unsafe, unlabeled, unsuitable, or likely to cause damage. In some cases we may ask the customer to provide a working vacuum or other equipment because of allergies, pet hair, heavy debris, property condition, or cross-contamination concerns.

Clutter and preparation

Cleaning results are better when surfaces and floors are reasonably clear before our team arrives. We are not responsible for organizing, sorting, filing, moving, or discarding personal belongings unless this has been specifically agreed as part of the service. Cluttered desks, counters, floors, cabinets, closets, rooms, or workspaces may be skipped, cleaned around, or cleaned only to the extent reasonably possible.

Health, safety and restricted tasks

We may refuse or stop work that is unsafe, unsanitary, outside our insurance coverage, outside our training, or outside the agreed scope. Our teams do not clean or handle blood, bodily fluids, or biohazards; litter boxes, animal waste, or pet accidents; pest infestations; mold remediation; hoarding cleanup unless approved as a specialty hourly service; hazardous chemicals or unknown substances; exterior windows or exterior home cleaning unless agreed; areas requiring ladder work above a two-step stool or the first two ladder rungs; items over 20 pounds; furniture containing electronics or fragile items; or personal care, childcare, pet care, cooking, medical tasks, or diaper pails.

If our team encounters a restricted or unsafe area, we may clean around it, skip it, leave a note, contact the customer, reschedule, or cancel the service. For safety reasons we do not require team members to work above a two-step stool or the first two rungs of a ladder; higher ladder work, roof access, unsafe reaching, or elevated work may be refused or skipped.

Pets

Customers must disclose pets at the time of booking so that we can plan staffing, timing, products, and pricing appropriately. Pets should be safely secured during the cleaning. We are not responsible for pets that escape, hide, become stressed, or are injured while roaming freely during service, except to the extent caused by our proven negligence. Our teams do not clean litter boxes, pet urine, pet feces, vomit, or other animal waste.

Laundry service

If laundry service is requested and accepted, the customer is responsible for providing clear instructions, appropriate machines, detergent, and garment care requirements. We are not responsible for shrinking, colour transfer, discolouration, fabric damage, missing items, washer or dryer issues, or other laundry-related outcomes unless caused by our proven negligence. Do not include delicate, high-value, dry-clean-only, sentimental, or special-care items in laundry service.

Walls, stains and specialty surfaces

We may attempt reasonable stain removal or wall spot cleaning if included in the booked service, but do not guarantee removal of stains, marks, buildup, grease, hard water, mineral deposits, paint transfer, or long-term damage. Paint quality, wall condition, age, prior damage, humidity, and cleaning history can affect results; we are not responsible for pre-existing damage, poor paint adhesion, discolouration, or surface issues that appear during reasonable cleaning, and may refuse wall washing or specialty surface cleaning if we believe it may cause damage.

Appliances, furniture and hard-to-reach areas

Behind appliances, behind large furniture, inside ovens, inside refrigerators, inside cabinets, and similar areas are only cleaned if included in the booked service and if the area is safe and ready. Customers must empty ovens, refrigerators, cabinets, and drawers before cleaning unless otherwise agreed, and must move appliances and furniture before our team arrives if the area behind them is to be cleaned. Our team may refuse to move furniture, appliances, electronics, fragile items, or heavy items where there is a risk of injury or damage.

Valuables, damage and breakage

Customers are responsible for securing cash, jewellery, fragile items, collectibles, heirlooms, important documents, electronics, and other valuable or sentimental items before service. If an item is damaged or broken by our team, report it within 24 hours of the service, with photos, proof of value, and details where possible. If we accept responsibility, we may choose to repair the item, replace it, provide a reasonable credit, or submit the matter to our insurer.

We are not responsible for pre-existing damage; improperly installed items; unstable furniture or fixtures; wall hangings not secured with proper hardware; wear and tear; items left in unsafe locations; damage that cannot reasonably be verified; damage caused by customer-provided products or equipment; or damage caused by other contractors, guests, occupants, pets, or third parties. For one-of-a-kind, sentimental, antique, or high-value items, proof of value is required before any settlement can be considered.

Theft or missing items

If you believe an item is missing, report it to us as soon as possible with details of the item, its location, value, and any supporting information. We may cooperate with reasonable investigations, and if actual theft is alleged you may be required to report the matter to the appropriate authorities. We are not responsible for unverified missing items, misplaced items, unsecured valuables, or claims that cannot reasonably be investigated, except to the extent required by law.

Quality control, photos and inspections

We may conduct quality control through supervisor checks, customer follow-ups, surveys, team notes, and before-and-after photos. Photos may be taken for proof of work, quality control, training, internal records, dispute resolution, and service verification, and are handled in accordance with our Privacy Policy. We will not knowingly publish photos that identify a customer, address, family member, personal information, or recognizable private areas of the home for marketing without appropriate consent. A supervisor may attend the property during or after the service for quality control where access has been arranged.

Customer conduct

Customers, occupants, guests, contractors, and other people at the property must treat our team members respectfully and safely. We may stop or refuse service if anyone at the property is abusive, threatening, discriminatory, harassing, unsafe, intoxicated, inappropriate, or interferes with the team’s work. Fees may still apply if service is stopped because of conduct or conditions within the customer’s control.

Holidays

We observe certain holidays, which may include New Year’s Day, Canada Day, Labour Day, Thanksgiving, Christmas Eve, and Christmas Day. If a recurring cleaning falls on a holiday we observe, we make reasonable efforts to contact you in advance to reschedule. If you request service on a holiday and a team member is available, a holiday rate of 1.5x the scheduled job rate applies.

Gift cards and tips

Gift cards may be redeemed for eligible Uprise Clean services. They are not refundable and cannot be redeemed for cash, except where required by law. Paid gift cards do not expire unless permitted by applicable law; promotional, donated, or complimentary gift cards may be subject to separate terms, limits, or expiry dates where permitted by law. Any remaining balance may be used toward future eligible services.

Tips are appreciated but never required. If a tip is provided through Uprise Clean, we pass it to the cleaning team according to our internal tip distribution practices. Cash tips may also be left directly for the team.

Non-solicitation of team members

We invest significant time and resources into hiring, training, scheduling, and managing our team members and contractors. During the time you receive services from us and for 12 months after your last service, you agree not to directly or indirectly solicit, hire, contract with, or privately engage any current or former Uprise Clean team member or contractor who provided services to you, unless we give written permission. In the event of a breach, we may charge a placement fee of $2,500 or 20% of that team member’s expected annual compensation, whichever is greater, or such other amount permitted by law.

Some services may be performed by employees, contractors, subcontractors, or service providers. Regardless of staffing structure, bookings, complaints, payment issues, scheduling changes, cancellations, add-ons, and service concerns must be communicated directly with Uprise Clean, not privately with individual team members.

Privacy and website use

We collect and use personal information to provide services, manage bookings, process payments, communicate with customers, conduct quality control, and operate our business, as explained in our Privacy Policy. By using our website or booking a service, you agree to it.

You may use our website and booking system only for lawful personal or business purposes related to our services, and agree not to misuse the website, copy content without permission, interfere with its operation, attempt unauthorized access, submit false information, or use it for fraudulent, harmful, or unlawful purposes.

Service limitations, insurance and force majeure

We make reasonable efforts to provide professional, reliable, high-quality cleaning. However, results can vary based on the condition, age, maintenance, materials, surfaces, stains, buildup, clutter, access, and prior cleaning history of the property, and we do not guarantee that all stains, odours, buildup, marks, discoloration, grease, hard water, mineral deposits, mold, pet or smoke odours, or long-term issues can be removed. To the maximum extent permitted by law, we are not responsible for indirect, incidental, special, punitive, or consequential losses. Nothing in these Terms limits liability that cannot be limited under applicable law.

Uprise Clean carries business insurance for its cleaning operations. Insurance coverage does not guarantee that every claim will be accepted or paid; all claims are subject to review, evidence, policy terms, exclusions, and applicable law.

We are not responsible for delays, cancellations, or failure to perform caused by events outside our reasonable control, including severe weather, road closures, illness, staffing emergencies, power or water outages, unsafe conditions, accidents, or government restrictions. Where possible, we will make reasonable efforts to reschedule affected services.

Governing law, disputes and general terms

These Terms and any dispute relating to Uprise Clean or its services are governed by the laws of Alberta and the applicable laws of Canada. The parties agree to first try to resolve disputes in good faith by contacting Uprise Clean directly; if a dispute cannot be resolved informally, and unless applicable law requires otherwise, any legal proceeding must be brought in the courts located in Edmonton, Alberta.

These Terms, together with any booking details, approved quotes, invoices, service notes, and our Privacy Policy, form the agreement between you and Uprise Clean. If any part is found invalid or unenforceable, the remaining parts continue to apply. Our failure to enforce a term does not waive the right to enforce it later. No partnership, joint venture, employment, agency, or franchise relationship is created between Uprise Clean and the customer. Customers agree not to bring claims personally against Uprise Clean’s owners, directors, officers, employees, contractors, or team members for matters connected to its services, except where such limitation is not permitted by law.

Contact and acceptance

Customers may contact us by phone (587-855-0767), email ([email protected]), text, or through our booking system. Office hours may change based on business needs, holidays, staffing, and availability; messages received outside office hours are answered as soon as reasonably possible.

By visiting our website, requesting a quote, booking a service, approving a service, providing payment information, or receiving services from Uprise Clean, you agree to these Terms & Conditions.