Terms Of Service

We’re here to deliver fast, reliable, professional cleaning, and to do that safely and fairly, we’ve laid out a few important guidelines. By booking with Floof, you agree to the terms below.

1. Respect & Conduct

We do not tolerate racism, sexism, discrimination, harassment, or disrespect toward our team. Any such behaviour will result in immediate and permanent termination of service.

2. Health & Safety

To protect our cleaners and your space, we do not perform:

• Cleaning in spaces with pests or pest droppings

• Handling of bodily fluids or human/animal waste

• Climbing ladders over 3 steps

• Standing on furniture or appliances

• Moving heavy items (100+ lbs)

• Outdoor work, including garages or snow removal

• Cleaning of ceilings, fireplaces, or mold-infested areas

• Using harsh chemicals like bleach or ammonia

We reserve the right to refuse unsafe or unsanitary jobs. If your space needs specialized cleanup (e.g. biohazard, pest, or restoration), please book with the appropriate professional.

3. Pet Disclosure

If pets have lived in the space, this must be disclosed when booking. Pet-related messes (hair, odors, stains, etc.) require our Pet Care Add-On. If not disclosed, we may not complete all tasks and additional charges may apply.

4. Environment & Access

We require:

• Hot and cold running water

• A tidy and accessible space

• No competing activity (repairs, movers, etc.)

If your cleaner is delayed due to third parties or clutter, additional time may be billed after a 15-minute grace period.

5. Client Responsibilities

Please ensure spaces are prepped for efficient service. If staff must tidy before cleaning, this affects the time spent and may result in overtime billing. We do not make or strip beds. Clients must also be reachable during cleanings for approvals if extra time is needed.

6. Move-In/Out Cleans

These are for empty homes only. Please ensure all personal items and garbage are removed beforehand. Cleaning above kitchen cupboards is not included unless additional time is pre-booked.

7. Appliances

We do not move large appliances. If you'd like behind or under them cleaned, please move them before your appointment.

8. Insurance & Damage

Floof is insured for up to $2M liability and $10,000 bonding. We’ll notify you of any breakage and work with you on a fair resolution. We are not responsible for:

• Pre-existing damage or wear

• Improper installations

• Damage due to fragile/irreplaceable items not disclosed before service

9. Non-Cleaning Requests

Floof staff are cleaners only. We will not:

• Coordinate with contractors, movers, or delivery services

• Accept mail packages or let people in

• Watch pets or children

Please handle all third-party logistics separately.

10. No Soliciting Cleaners

Do not hire or solicit Floof cleaners for private work. All bookings must go through Floof to maintain quality control, insurance, and accountability.

11. Products & Tools

We use tested products and tools. If you supply alternatives, we don’t guarantee results. Please order any required items 48 hours before your cleaning.

12. Cancellation & Rescheduling

• Cancel/reschedule 24+ hours in advance = full refund (minus $15.95 fee)

• Cancel with less than 24 hours = 50% refund (minus $15.95 fee)

• Lock-outs = 50% refund (minus $15.95 fee)

• Cancellations due to safety non-compliance = 25% refund

13. Add-Ons & Last-Minute Requests

Add-ons require special products and time.

• Add-ons can’t be removed within 48 hours of service

• Cleaners cannot add services on-site

• All add-on bookings are final within 48 hours of the appointment

15. 48-Hour Satisfaction Guarantee

If something was missed, we’ll fix it! We offer a free re-clean, scheduled ASAP as long as it’s reported within 48 hours and part of the originally booked service. We’ll return to touch up any missed areas within 48 hours. This doesn’t apply to:

• Tasks outside the original booking

• Pre-existing damage or permanent stains