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Residential · Commercial · Airbnb Cleaning Guelph & Surrounding Areas
Terms of Service, House Rules & Privacy Policy
info@firstmaid.ca · 226-500-4275 · firstmaid.ca
This document explains how Firstmaid Cleaning Services books, performs, bills, and protects cleaning work for residential homes, commercial properties, and short-term rental (Airbnb and similar) units in and around Guelph, Ontario. By requesting a quote, booking a clean, signing a service agreement, paying an invoice, or allowing our team into a property, you agree to these terms. This is a practical business policy for a local cleaning company. It is not a substitute for legal advice. Have an Ontario lawyer review it before you publish it on firstmaid.ca or attach it to contracts.
Firstmaid Cleaning Services (“Firstmaid,” “we,” “us,” “our”) is a residential, commercial, and short-term rental cleaning company operating in Guelph, Ontario and nearby communities.
• Legal / operating name: FirstMaid Cleaning Services
• President & Owner: Leyla Ciftci
• Address: 93 Knightswood Blvd, Guelph, ON N1E 3W8
• Phone: 226-500-4275
• Email: info@firstmaid.ca
• Website: firstmaid.ca
Standard recurring housekeeping, one-time and deep cleans, move-in / move-out cleans, and agreed add-ons (for example oven, fridge, interior windows, or laundry).
We clean offices, professional suites, retail spaces, clinics, light industrial areas, common areas, and similar business premises. Work may include daily, nightly, weekly, or custom schedules, washrooms, kitchens/break rooms, floors, dusting, trash removal, and other tasks listed in your quote or service agreement.
We provide turnover cleans and deep cleans for Airbnb, VRBO, and similar short-term rental properties. Typical scope includes full clean of all rooms, bathrooms, and kitchen; changing bed linens (if supplied and left ready); restocking basic consumables only when the host supplies them and lists them on the checklist; emptying trash; and a final walk-through against the host’s checklist.
• Linen change is included only when clean linens are provided on site or left in an agreed location.
• We do not launder linens off-site unless separately contracted.
• Same-day or next-guest turnovers must be booked with realistic time windows; late guest checkout may delay or shorten the clean.
• Hosts must provide clear entry instructions, Wi-Fi details if needed for smart locks, and an up-to-date cleaning checklist.
• Lost-and-found items are left in a designated spot or reported to the host; we do not dispose of guest belongings without instruction.
• Medical care, childcare, pet sitting, or security services.
• Hoarding clean-up, biohazard, sewage, or mold remediation.
• Climbing beyond a standard household step stool, or work at height requiring specialized equipment.
• Moving heavy furniture, filing cabinets, or equipment without prior written agreement.
• Exterior window cleaning above ground level, roof work, or structural cleaning unless separately quoted.
• Commercial kitchen grease-hood or exhaust-system deep cleaning unless specifically contracted.
A clean includes only the areas and tasks listed on your booking confirmation, checklist, or signed service agreement.
We serve Guelph and surrounding areas we accept at booking. Arrival windows are estimates. Traffic, prior jobs, and weather can shift start times. We will contact you if we expect to be more than 20 minutes late. Residential recurring plans (weekly, bi-weekly, monthly) continue until cancelled under Section 6. Commercial and Airbnb contracts run for the term stated in the service agreement and renew according to that agreement unless notice is given. Commercial and Airbnb clients may request after-hours, evening, or weekend service. Such times must be confirmed in writing and may carry different rates.
We may assign different trained cleaners from visit to visit unless a dedicated-team arrangement is agreed in writing.
Quotes are based on size, condition, frequency, access, and the tasks selected. First visits, heavily soiled spaces, construction dust, high-traffic commercial sites, or rushed Airbnb turnovers may be re-quoted on arrival before work begins.
• Prices are in Canadian dollars and subject to Ontario HST (currently 13%) unless stated as tax-included.
• Residential payment is due when the clean is completed unless an account has been approved.
• Commercial clients are typically invoiced weekly or monthly as stated in the service agreement. Payment terms are Net 15 unless otherwise agreed in writing.
• Airbnb / short-term rental cleans are usually billed per turnover or on a weekly summary invoice as agreed.
• We accept Interac e-Transfer, major cards, and other methods listed on the invoice.
• Unpaid residential balances may accrue a late fee of $25 after 7 days, plus 1.5% per month (19.56% per year) on overdue amounts, to the extent permitted by law.
• Commercial and Airbnb invoices past due may accrue interest at 1.5% per month and may result in suspension of service until the account is current.
• Returned payments are subject to a $45 administration fee.
A deposit may be required for first-time clients, large residential jobs, move-outs, new commercial accounts, or high-volume Airbnb properties. Deposits are applied to the final invoice or first billing cycle.
Commercial clients may request a Certificate of Insurance. We will provide one upon reasonable request once our policy details are on file.
• Provide safe, reasonable access at the booked time (adult present, lockbox, key, fob, smart-lock code, or property-manager instructions).
• Secure valuables, cash, jewellery, firearms, medications, confidential documents, and sensitive business records.
• Disclose pets, alarms, cameras, fragile items, hazardous materials, and any contagious illness on site.
• Clear floors and surfaces enough that we can clean without moving large piles of belongings or inventory.
• Supply working water, electricity, and climate control appropriate for the season.
• Tell us in advance about allergies, preferred products, restricted areas, or surfaces that must not be cleaned.
• Designate a site contact or property manager and keep access instructions current.
• Ensure alarm codes, elevator access, and after-hours entry procedures are accurate.
• Remove or secure confidential client files, computer equipment, and cash drawers as needed.
• Advise us of any construction, renovation, or pest-control activity that affects the clean.
• Provide reliable entry method and backup contact for lockouts.
• Leave clean linens and agreed consumables on site when linen change or restocking is part of the scope.
• Update the cleaning checklist when house rules or amenities change.
• Notify us promptly of late checkouts, extra guests, pet stays, or party/damage situations that affect cleaning time.
If a property is unsafe, inaccessible, or so cluttered that a proper clean cannot be completed in the booked time, we may refuse or shorten the job and charge a trip / minimum fee.
• More than 24 hours’ notice: no fee. We will reschedule at no charge.
• Inside 24 hours: 50% of the booked amount (or a $70 minimum, whichever is greater).
• Same-day cancel after the team is en route, lock-out, or no-show: 100% of the booked amount.
• Recurring clients: skip or move a visit with 24 hours’ notice. Two last-minute cancels in 60 days may end the recurring rate.
• Unless the service agreement states otherwise, commercial cancellations or schedule changes require at least 48 hours’ notice.
• Same-day commercial cancellations or lock-outs may be charged at the full visit rate.
• Early termination of a commercial contract is governed by the notice period and any early-termination terms in the signed agreement.
• Cancellations or schedule changes for turnovers should be made as soon as the host knows the guest schedule has changed.
• If we arrive and the previous guests have not vacated, or entry fails, a trip / minimum fee may apply and the clean will be rescheduled.
• Hosts remain responsible for platform penalties or guest complaints arising from late guest departure or access issues outside our control.
Weather: we may postpone for ice storms, extreme cold, or other unsafe travel. No fee applies when we cancel.
If you are not satisfied with work that was on the booked checklist or commercial / Airbnb scope of work, email info@firstmaid.ca within 24 hours of the visit (or next business morning for overnight commercial cleans) with the areas and photos. We will return once, at no charge, to correct those items on a mutually agreed date.
The guarantee does not cover: tasks that were not booked; wear, stains, or damage that pre-existed the visit; pet hair or traffic soil that returns after we leave; work blocked by clutter or inventory; results after someone else re-cleans the area; or issues caused by late guest checkout on short-term rentals.
If you give us a key, fob, or code, you authorize us to use it only for booked visits. We treat access details as confidential. We do not copy keys without written permission. Indoor cameras and recording devices must be disclosed. Our team may decline to work in areas where they are recorded without notice. Hidden cameras in washrooms or change areas used by cleaners are not permitted. Lost client keys that were in our custody will be reported immediately. Lock changes required because of our confirmed loss are our responsibility; ordinary lock wear is not. Commercial and Airbnb key-holder arrangements may be documented in the service agreement. Property managers and hosts remain responsible for updating codes after staff or guest changes.
We normally bring professional supplies and equipment. If you require specific products (fragrance-free, pet-safe, green-certified, or abrand you supply), say so at booking. Results can vary when we must use client-supplied products. Residential pets should be secured if they may bite, bolt, or interfere. We are not responsible for pets that escape through a door we were told to use, or for accidents caused by an unsecured animal. Commercial sites with service animals or office pets, and Airbnb listings that allow pets, must disclose this in advance.
Firstmaid Cleaning Services will maintain commercial general liability insurance appropriate to residential, commercial, and short-term rental cleaning work (insert policy limits before publishing). We treat every property with care.
• Report suspected damage within 24 hours with photos. We will investigate fairly.
• We are not responsible for pre-existing cracks, loose handles, worn finishes, or items not reasonably secured.
• Ordinary wear, water spots on older fixtures, and colour variation after cleaning aged surfaces are not “damage.”
• Maximum liability for any claim arising from a visit is limited to the fees paid for that visit or billing period, except where Ontario law does not allow that limit (including proven negligence causing personal injury).
• We are not liable for indirect or consequential loss (for example missed work, business interruption, hotel stays, platform penalties, or lost data) except as required by law.
Commercial or Airbnb clients who require higher limits or additional insured status must request this in writing before the first clean; any extra premium may be passed through.
Cleaners are trained team members or screened contractors working under Firstmaid standards. They are not authorized to give legal, tax, or medical advice, or to accept side jobs at your property outside our booking system. Harassment, discrimination, or unsafe requests directed at our team will end the visit immediately. The full booked fee may still apply. We may refuse future service. Commercial clients and Airbnb hosts are responsible for the conduct of their employees, contractors, and guests toward our staff while on site.
We may take before/after photos of rooms or work areas (not of people, mail, screens, or confidential documents) for quality control. We will not post identifiable photos of your home, business, or rental listing on social media or our website without permission. You may leave public reviews. We may respond professionally. Please raise complaints with us first at info@firstmaid.ca so we can use the satisfaction guarantee.
We collect only what we need to quote, schedule, clean, invoice, and improve the service: name, address, phone, email, property details you provide, access instructions, payment references, and messages.
• We do not sell your personal information.
• We share information only with payment processors, booking tools, insurers, accountants, or authorities when required by law or to complete the job.
• Access codes and alarm details are restricted to staff who need them for a booked visit.
• You may ask to see, correct, or delete personal information we hold, subject to records we must keep for tax and insurance (generally 7 years in Ontario).
• Our website may use basic cookies or analytics. Do not submit payment card numbers by unsecured email.
Privacy questions and requests: info@firstmaid.ca. For formal privacy complaints you may also contact the Office of the Privacy Commissioner of Canada or the Information and Privacy Commissioner of Ontario, as applicable.
Quotes and bookings sent through firstmaid.ca, email, or text are invitations to treat until we confirm. Electronic records of confirmations, checklists, invoices, and service agreements are official.
By giving us a mobile number or email, you consent to service messages about your booking or contract. Marketing messages are optional; you can opt out anytime by emailing info@firstmaid.ca. Transactional messages (arrival, invoice, guarantee) may still be sent.
Promotional rates apply only to the visits and dates stated. They cannot be combined unless we say so. Gift cards are not redeemable for cash except where the Consumer Protection Act, 2002 requires it. Lost gift cards are treated like cash. Commercial or Airbnb introductory rates convert to standard rates after the promotional period stated in the quote or agreement. 16. Changes, Governing Law & Disputes We may update these terms. The version on firstmaid.ca on the date you book (or the version attached to a signed service agreement) applies to that work. Continued bookings after a posted change mean you accept the new terms for future visits. These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. Courts in Ontario have exclusive jurisdiction, except that either party may use the Ontario Small Claims Court where it has authority. If a section is invalid, the rest still applies. These terms are the entire agreement for cleaning services unless a signed commercial or Airbnb service agreement or work order says otherwise. In case of conflict, the signed service agreement controls for that client.
I have read Firstmaid Cleaning Services’ Terms & Policies. I authorize Firstmaid to enter the property at the booked time using the access method I provided, to perform the listed residential, commercial, or Airbnb cleaning, and to charge the agreed fees plus applicable HST.
Client / Company/ Host name: ________________________________
Property address: ________________________________
Authorized signature: _____________________________ Date: ______________
Name & title (if commercial or property manager): ________________________________
Firstmaid representative: _____________________________
Date: ______________
© 2026 Firstmaid Cleaning Services · Leyla Ciftci, President
93 Knightswood Blvd, Guelph, ON N1E 3W8
Phone: 226-500-4275 · info@firstmaid.ca · firstmaid.ca