Terms of Service

Terms and Conditions

These terms and conditions (the "Terms and Conditions") govern the use of www.lumecleaners.com (the "Site") & the company Lume Cleaners Ltd. This Site is owned and operated by Lume Cleaners Ltd. This Site focuses on online bookings for cleaning services.

By using this Site and the services provided by Lume Cleaners Ltd, you indicate that you have read and understood these Terms and Conditions and agree to abide by them at all times.

Intellectual Property

All content published and made available on our Site is the property of Lume Cleaners Ltd. and the Site's creators. This includes, but is not limited to images, text, logos, documents, downloadable files and anything that contributes to the composition of our Site.

User Contributions

Users may post the following information on our Site:

  • Photos
  • Videos
  • Public comments

By posting publicly on our Site, you agree not to act illegally or violate these Terms and Conditions.

Booking & Payments

  • Estimates are based on bedroom/bathroom count and square footage, powered by BookingKoala's system and refined from hundreds of cleans.
  • We will place a $1 authorization to check your card’s validity. You’re only charged after your cleaning is complete.
  • If your home’s condition differs significantly from your description (e.g., heavy clutter, excessive dirt, pet hair, or sanitary issues), we may adjust pricing to reflect the additional work required.
  • Adjustments are based on time and complexity, using our standard rates for general or complex cleans.
  • We’ll contact you to confirm any changes or offer a free pre-clean inspection to clarify scope.
  • If we can’t reach you, we may reschedule and apply a $50 cancellation fee.
  • We do not handle hazardous conditions (e.g., mold, mildew, asbestos) and may refuse service if detected, with applicable fees.
  • Chargebacks: You agree not to dispute valid charges or initiate chargebacks for services rendered or cancellations. All concerns must go through our resolution process first.
  • Platform: Bookings are made via BookingKoala. By booking, you also accept BookingKoala’s Terms.

Arrival & Access

  • We offer a 30-minute arrival window to allow for traffic or delays.
  • You agree to provide safe and timely access, including accurate door codes, key placement, or instructions.
  • After 15 minutes of no access, a $50 lockout fee applies.
  • You confirm your home is free from health or safety hazards (e.g., contagious illness, exposed asbestos, biohazards).

Cancellation & Lockout Policy

  • Cancel 48+ hours before your appointment: No fee
  • Cancel 24–48 hours prior: $50 short-notice fee
  • Lockout (cleaner cannot access home within 15 minutes of arrival): $50 lockout fee
  • Cancel same-day: Full service charge applies
  • You acknowledge these fees before booking. We may offer partial waivers on a case-by-case basis to resolve issues in good faith.

Right to Refuse Service

We reserve the right to cancel or stop service immediately if we encounter:

  • Unsafe conditions (e.g., exposed wires, weapons, hostile pets)
  • Excessive filth, infestation, or hoarding
  • Inaccessible utilities (e.g., no power or water)
  • Threatening or abusive behavior

Lock-out fees still apply under these circumstances.

Service Limitations

To keep our cleaners safe and efficient:

  • We do not clean exterior windows, climb ladders, or move items over 25 lbs.
  • We do not provide:
    • Pet care (feeding, litter boxes, waste, cages, etc.)
    • Pest control (bugs, rodents, infestations)
    • Biohazards (blood, feces, vomit, urine, body fluids, mold, hoarding)
    • Harsh or specialty chemical cleaning
    • Personal tasks (paperwork, errands, handling valuables)
    • Laundry only if booked as an add-on (1–2 loads max)
    • Wall stain removal (crayon, marker, pen, scuffs). Just wipes are do-able.
    • Heavy lifting (furniture over 25 lbs, appliances over 35 lbs)
    • Climbing beyond 2-step ladders, no roof/attic cleaning
    • Outdoor work (2nd-floor windows, lawn care, gutters, exterior surfaces)
    • Use of homeowner’s vacuum/supplies (not liable for damage or malfunction)
    • Cleaning fragile items/artwork/collectibles not disclosed beforehand
    • Service in homes without water or power in all rooms
    • Service in unsafe conditions (severe clutter, aggressive pets)

You are responsible for notifying us of sensitive materials or surfaces. We’re not liable for damage to unsealed, porous, or pre-damaged surfaces unless caused by gross negligence.

100% Satisfaction Guarantee

  • We stand by our work with a 100% Satisfaction Guarantee. Our goal is always to leave your home spotless and ensure you’re happy with the service.
  • If any area was missed, please contact us within 24 hours of your cleaning and we will return to make it right. If you are home during the service and notice something, please point it out to the cleaner before they leave.
  • Once the walkthrough is approved, the job is considered complete. Any issues discovered afterward must be reported within the 24-hour window and will be reviewed at our discretion; additional service is not guaranteed.
  • Complaints received more than 24 hours after service fall outside our warranty and may not be covered. We are not responsible for pre-existing damage or fragile surfaces.
  • Our hourly cleaning package starts with a 3-hour minimum and may be extended at $50 per additional hour.
  • Hourly services are based solely on the time purchased, not on task completion, and cleaners will focus on your requested priorities within the booked time.
  • Hourly cleanings do not qualify for our Satisfaction Guarantee due to the time-based nature of the service.

Breakage, Damage & Valuables

  • We’re insured with $2M general liability coverage per incident.
  • Please report any damage within 24 hours of your cleaning.
  • Secure or disclose fragile or irreplaceable items in writing. We’re not responsible for damage to undisclosed or unsecured valuables (e.g., jewelry, cash, antiques).
  • No coverage applies to mold, asbestos, or damage caused by unsafe surfaces unless we’ve been negligent.

Independent Contractors

  • All cleaners are independent contractors. By booking, you acknowledge that:
    • We are not their employer.
    • We are not responsible for taxes, benefits, or employment-related obligations.
    • We act as a referral and coordination platform. We can help mediate performance concerns, but you waive liability against us for independent actions.
    • We may substitute cleaners at our discretion, but all follow the same standards and training to ensure quality.

Pets

  • Please keep pets secured during cleaning.
  • If a cleaner feels unsafe due to a pet, they may leave, and fees may still apply.

Supplies & Allergies

  • We bring our own vetted supplies unless you request otherwise in advance.
  • We’re not liable for reactions or damage caused by customer-provided products.

Photos & Records

  • We may take photos of completed work for internal training, quality checks, and job verification.
  • No personal items or people will be photographed or shared for marketing without your consent.

Dispute Resolution

  • Contact us within 14 days to resolve any issue informally.
  • Unresolved disputes must go through mediation or small claims court in Ontario.
  • You waive your right to:
    • Class-action lawsuits
    • Jury trials
  • We ask that you allow us a good faith opportunity to resolve complaints before posting publicly on social media.

Legal Disclaimers

  • Limitation of Liability: We are not liable for indirect, incidental, or consequential damages under applicable law.
  • Force Majeure: We’re not responsible for delays caused by uncontrollable events (e.g., illness, severe weather, traffic, power outages).
  • Governing Law: These terms are governed by the laws of Ontario, Canada.

Accounts

When you create an account on our Site, you agree to the following:

  1. You are solely responsible for your account and the security and privacy of your account, including passwords or sensitive information attached to that account; and
  2. All personal information you provide to us through your account is up to date, accurate, and truthful and that you will update your personal information if it changes.

We reserve the right to suspend or terminate your account if you are using our Site illegally or if you violate these Terms and Conditions.

Sales of Service

These Terms and Conditions govern the sale of services available on our Site. The following services are available on our Site:

  • One-Time Home Cleaning Services
  • Recurring Home Cleaning Services

The services will be paid for in full upon the completion of the service.

These Terms and Conditions apply to all the services that are displayed on our Site at the time you access it. All information, descriptions, or images that we provide about our services are as accurate as possible. However, we are not legally bound by such information, descriptions, or images as we cannot guarantee the accuracy of all services we provide. You agree to purchase services from our Site at your own risk.

We reserve the right to modify, reject or cancel your order whenever it becomes necessary. If we cancel your order and have already processed your payment, we will give you a refund equal to the amount you paid. You agree that it is your responsibility to monitor your payment instrument to verify receipt of any refund.

User Goods and Services

Our Site allows users to sell goods and services. We do not assume any responsibility for the goods and services users sell on our Site. We cannot guarantee the quality or accuracy of any goods and services sold by users on our Site.

However, if we are made aware that a user is violating these Terms and Conditions, we reserve the right to suspend or prohibit the user from selling goods and services on our Site.

Subscriptions

Your subscription automatically renews and you will be automatically billed until we receive notification that you want to cancel the subscription.

To cancel your subscription, please follow these steps: We don't charge any cancellation or rescheduling fees as long as we have a 48-business-hour notice Monday–Friday, 8:30 AM – 11 PM EST. Call 226-286-8858 to cancel your services if needed.

Payments

We accept the following payment methods on our Site:

  • Credit Card
  • Debit
  • Direct Debit

When you provide us with your payment information, you authorize our use of and access to the payment instrument you have chosen to use. By providing us with your payment information, you authorize us to charge the amount due to this payment instrument.

If we believe your payment has violated any law or these Terms and Conditions, we reserve the right to cancel or reverse your transaction.

Refunds

Refunds for Services

We provide refunds for services sold on our Site as follows:

  • We offer NO REFUNDS once the service is completed.

Consumer Protection Law

Where any consumer protection legislation in your jurisdiction applies and cannot be excluded, these Terms and Conditions will not limit your legal rights and remedies under that legislation. These Terms and Conditions will be read subject to the mandatory provisions of that legislation. If there is a conflict between these Terms and Conditions and that legislation, the mandatory provisions of the legislation will apply.

Limitation of Liability

Lume Cleaning Ltd. and our directors, officers, agents, employees, subsidiaries, and affiliates will not be liable for any actions, claims, losses, damages, liabilities and expenses including legal fees from your use of the Site.

Indemnity

Except where prohibited by law, by using this Site you indemnify and hold harmless Lume Cleaning Ltd. and our directors, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities and expenses including legal fees arising out of your use of our Site or your violation of these Terms and Conditions.

Applicable Law

These Terms and Conditions are governed by the laws of the province of Ontario.

Arbitration Agreement

BY USING THE SITE OR SERVICES IN ANY WAY, YOU AGREE THAT ANY CLAIM OR CONTROVERSY ARISING OUT OF THE USE OF THE SITE OR SERVICES OR RELATING TO AN ALLEGED BREACH OF THE TERMS OF USE SHALL BE SETTLED EXCLUSIVELY BY BINDING ARBITRATION... (truncated for brevity)

Severability

If at any time any of the provisions set forth in these Terms and Conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these Terms and Conditions. All other provisions will not be affected by the removal and the rest of these Terms and Conditions will still be considered valid.

Referrals

This agreement states that you agree to not independently hire any Lume Cleaning Ltd. cleaner unless you pay a one-time referral fee of $3,000. This amount is due in full immediately upon personal employment of the cleaners, regardless of whether you use them for a recurring or one-time service.

Changes

These Terms and Conditions may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way we operate our Site and the way we expect users to behave on our Site. We will notify users by email of changes to these Terms and Conditions or post a notice on our Site.

Contact Details

Please contact us if you have any questions or concerns. Our contact details are as follows:

  • Phone: (226) 286-8858
  • Location: 525 Highland Rd W Suite/unit 410 Kitchener, Ontario, N2M 5P4
  • Email: info@lumecleaners.com

You can also contact us through the feedback form available on our Site.