Arrival Time Policy:

Due to various factors, exact arrival times cannot be guaranteed. We require flexibility between business hours. Our cleaners strive to arrive as close as possible to your scheduled time. Please expect our cleaners within a 30-minute arrival window from the start time provided to you.

Example: Informs client that the clean will start at 9am. Our cleaners could come between 8:30am - 9:30am (30min before or after the set time).

If our cleaners anticipate arriving earlier or later than this window, we will promptly notify you with an estimated arrival time. If the new time is inconvenient and requires rescheduling, you will not be charged any rescheduling fees.

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Snow day Policy:

If your cleaning requires transportation on any roads/highways that are deemed unsafe by Nexus and/or Transport Canada, we have the right to reschedule any cleanings to another day when the roads are deemed safe. You will not be responsible for our rescheduling fee on these snow days.

Property Access Policy:

You must provide access and accessibility to the property including shoveling and providing adequate parking. If our cleaners have to pay for parking the parking fees will be added to your invoice.

We accept keys, entry codes, instructions for a hidden key, or require the client to be present for our cleaners to access the property. Please be advised that we are not liable for any missing or lost keys provided to us by the client. In the event access is not possible, we will promptly contact you. If our cleaners are unable to access the property for any reason, not at fault of our own and there is no response from the client after 15 minutes of the cleaners arrival time, our 50% cancellation fee will be applied.

Cleaning Supplies Policy:

We supply all necessary cleaning supplies for our services. Our teams are unable to use client-provided cleaning products unless approved in advance. Please note, we are not liable for any damages resulting from the use of client-supplied products or equipment.

We provide small garbage bags for bathrooms, bedrooms, offices, etc. However, we do not supply large garbage bags for kitchens or larger bins. Clients are required to provide large garbage bags if they have requested kitchen garbage removal as part of their cleaning service.

Please inform us in advance if there are any specific cleaning products or methods you would like us to use. If no instructions are provided and any damage occurs, we cannot be held liable.

The client must provide access to running water. Failure to do so may result in incomplete cleaning or you may be subject to an inconvenience fee or rescheduling fee.

Cleaning Hours:

During your cleaning session, you may have either 1 or 2 cleaners assigned.

If a property is quoted for 5 hours of cleaning, the schedule may appear as follows:

• 1 Cleaner: Cleans continuously from 9 am to 1 pm, totaling 5 hours of cleaning time.

• 2 Cleaners: Each cleaner works for 2.5 hours, starting at 9 am and finishing at 11:30 am, resulting in a combined total of 5 hours of cleaning time.

In these examples, both situations result in the same charge for the client.

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Online/Sight Unseen Quotes Policy:

The quoted amount is based on the estimated labor hours required to complete the work. Since we provide quotes for homes without seeing them in person, the actual service time may vary. If the team requires more time than estimated, we will contact you for approval during the service using the phone number provided at the time of booking. If you do not approve the additional time or we are unable to reach you, we will proceed with the originally quoted time. Please note that this may result in the clean or specific areas being incomplete. We will inform you of any unfinished tasks. Also note that the unapproving of addition time on a clean is not eligible for our 24hr guarantee.

Custom Cleaning Requests/Add-ons/Changes/Discussions/Notes regarding your property or clean Policy:

If you have any custom requests, changes, add-ons, or specific notes for our cleaners, please provide all details to management prior to your scheduled cleaning. Any changes, requests, or additional cleaning needs must be approved by management before your cleaner's arrival to ensure they are properly equipped and allotted enough time. Cleaners are not authorized to add or accept extra requested services without management's approval. Please note that all cleaners have the right to refuse any unapproved requests.

Please note that some requested tasks may be subject to additional charges. Any extra charges will be communicated to you prior to completing the task.

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Cleaning Exclusions:

The following tasks are not covered under our Regular/Standard services: Cleaning behind fridges and stoves (If you would like behind the fridge or stove cleaned, you must pull the fridge or stove out before the cleaners arrival), mold and mildew removal, hard water stain removal, wall cleaning, washing light fixtures or chandeliers, removing and cleaning window screens, laundry services, cleaning window tracks, removing windows, washing unfinished concrete floors, dealing with hoarding situations, extensive organizing, sorting, decluttering, scrubbing grout lines, or any work considered as restoration.

Consistent Cleaner Policy:

When you schedule ongoing cleaning services with us, you have the option to keep the same cleaner for each visit. If your assigned cleaner is unavailable on the day of your scheduled cleaning, we will send another qualified cleaner to complete the service. This will be communicated to you prior to the cleaning to ensure you're comfortable with the changes.

Please note that changing the time or date of your ongoing cleanings may result in a time frame where your regular cleaner may not be available. In this case, we will reach out to find a solution.

If you are ever dissatisfied with your assigned cleaner, we are committed to resolving the situation to your satisfaction. Upon your request, if another cleaner is available, we can assign a different cleaner to your ongoing cleanings.

Tipping Policy:

Tipping is not required but If you would like to tip your cleaner(s), you have the option to add a tip online via the payment link in your invoice or if you prefer to tip in cash, please label it clearly as "TIP" for our team's acknowledgment. 100% of tips go to the cleaner(s).

If you are paying by e-transfer, any amount sent above the invoiced total will be assumed to be a tip and will go to the cleaner(s).

Presence During a Cleaning Policy:

Clients are welcome to be present during their scheduled cleaning. However, if a cleaner is unable to access certain areas or perform their duties due to client or guest interference, additional time charges may be requested or you may have incomplete tasks.

Pet Policy:

Pets should be confined during cleaning to ensure efficiency and safety. Please note, we do not clean any animal waste.

Photo Policy:

Photographs may be taken before and after cleaning for promotional purposes. These photos will be limited to specific items in your home. Example: A bathtub before and after its cleaned. If you are uncomfortable with this, or prefer we don't take photos of your home, you may request to opt out from photos being taken of your cleaning.

Cancellation/Rescheduling Fee Policy:

Cancellation and rescheduling must be made 24 hrs before your scheduled cleaning to avoid fees (You will receive a notification reminder via email 2 days before your scheduled cleaning appointment). If you cancel or reschedule on the day of your cleaning or within the 24hrs before your clean, you will incur our cancellation fee. The cancellation fee amounts to 50% of the total cost of your scheduled cleaning.

We reserve the right to reschedule appointments due to unforeseen circumstances, with no additional discounts given to the client.

All appointment rescheduling and cancelations must be given to management in writing through our text line or through email. Failure to do so may result in a cancelation fee.

Please be advised that properties going two months or longer without a cleaning may be subject to an additional initial cleaning before regular services can resume.

Damages and Liability Policy:

We will promptly inform you of any damages caused by our cleaners during your cleaning visit. If you notice any damage that was not communicated to you, please report it within 48 hours of your cleaning visit to be considered for reimbursement or repair. Unfortunately, we are unable to accept liability for damages reported beyond this period. We may take between 1-15 weeks to provide reimbursement or repair. We will use our discretion to determine the amount to be reimbursed and/or whether we are fully liable for the damage.

Health and Safety of Our Cleaners Policy:

Our cleaners are equipped to clean within reachable areas using provided step ladders. They do not move or carry heavy items, nor do they handle animal or human waste.

For move-in/out cleanings, we require the property to be free of items and garbage. If items and/or furniture are present during the move-in/out cleaning, our cleaners are not authorized to move nor lift them.

The client agrees to inform the cleaner of any specific areas requiring special attention or of any hazards that may be present on or within property during the clean.

For safety reasons, our cleaners have the right to leave a cleaning assignment under the following circumstances:

• Harassment of any kind.

• Rude or disrespectful behavior.

• Active smoking. (We are a smoke free environment, please refrain from smoking while cleaners are present).

• Unsafe work environments.

• Extreme property climate conditions (e.g., excessive heat or cold) that create unsafe working conditions.

• Any evidence of pests, rodents, or infestations.

We reserve the right to withdraw our cleaners if their safety is compromised. If a cleaner needs to leave due to unsafe work conditions and evidence of such conditions is provided for any of the above circumstances, we will notify you immediately and you will be charged for the time the cleaners were present or our 50% cancelation fee. Which ever is higher.

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Evidence of pests Policy:

We do not clean properties with any evidence of a past or current infestation. You agree that if we encounter any of the following your clean will be cancelled and you will be charged our cancelation fee or charged for the time the cleaners were present. Which ever is higher.

You may also be subject to a sanitation fee if the cleaners find evidence after using their equipment.

• Evidence of rodents or rodent droppings

• Evidence of any bug infestations

If you have had or currently have a mice infestation, please inform management prior to your cleaning to avoid fees.

Feedback and Satisfaction Guarantee:

We value your feedback to maintain high standards. Please inform us within 24 hours of your visit if any aspect of our service requires attention. We offer a satisfaction guarantee and will promptly address any issues to ensure your satisfaction.

Please note that cleanings that are either shortened in duration, not granted additional time, are negotiated rates or customized time frames specified by the client are not eligible for our 24-hour satisfaction guarantee. Refund requests are only eligible in this 24 hour window.

Communication and Operations after business hours:

Responses are not guaranteed after business hours and will be addressed during the next available business period. If you require services outside of our regular hours, please contact us to inquire. While we cannot guarantee availability, we will do our best to accommodate your needs if staffing permits. After-hour cleanings may be subject to different rates.

Payment Terms and Policies:

Payment is due upon completion of services (listed on your invoice). We accept various payment methods (E-Transfer, debit VISA, and Credit Card).

Any payment arrangements or custom payment schedules must be approved by management. Written and signed documentation listing agreed-upon arrangements may be required.

You will receive a reminder email from us if your balance remains unpaid 3 days after the original due date. After the third day, we may contact you directly regarding the outstanding balance.

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Rate changes:

We review our rates on an annual basis and may adjust pricing to reflect increases in fuel costs, wages, cleaning supplies, and other factors. In such cases, we will notify you via email.

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Collections Policy:

If no contact or agreements have been made after 10 business days of your due date, we will forward your balance to our collections department for resolution. There is a $50.00 Collections file fee for every 30 days your file is in collections.

It is essential to maintain clear communication to avoid unnecessary fees and actions, ensuring all obligations are met in a timely manner.

Cleaning services will be paused if there is an outstanding balance. Services can resume once balances are brought up-to-date.

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Holidays:

We are closed on all holidays. If your clean lands on a holiday you will be contacted for rescheduling.​

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Termination and Right of Refusal Policy:

Either party may terminate services for any given reason. We reserve the right to refuse services for any reason.
Please be advised that returning clients after termination of services may be subject to new rates if rates have been increased.

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Non-Solicitation Agreement:

Throughout the duration of this agreement, the client agrees not to offer employment to any Nexus employee or sub-contractor. In the event this agreement is terminated, the client will refrain from soliciting any Nexus employee or sub-contractor for a period of 12 months. If this non-solicitation clause is violated, the client will be charged a $2,500 Recruitment and Training fee, which must be paid in full upon request.