Terms Of Service & Policies

By booking a service with Wilson & Farr Cleaning Solutions, you acknowledge that you have read, understood, and agree to the following Terms of Service (the “Terms”). These Terms are designed to ensure clear expectations, safety, and professionalism for both parties and are intended to comply with applicable consumer protection laws in Nova Scotia.

1. Definitions

Service Estimate / Quotation: The price provided based on information supplied by the client prior to service. Estimates are subject to change if conditions differ from what was disclosed.

2. Client Readiness & Site Conditions

We provide all necessary tools and equipment. Prior to our arrival, clients must ensure the property has:

Power: Functioning electrical outlets and lightbulbs (generators are not sufficient).
Water: Running water and fully functional plumbing, including toilets and showers.
Climate Control: Mechanical heating or cooling systems capable of maintaining a stable, safe indoor temperature. Fans or open windows do not qualify.

If these conditions are not met and prevent safe or effective work, we reserve the right to cancel or reschedule the appointment. In such cases, 100% of the estimated service fee will be charged.

3. Appointments & Hours of Operation

Office hours for inquiries: 9:00 AM – 6:00 PM, seven (7) days a week.
Appointment requests submitted online require up to 24 hours for review.
Appointment times are approximate and not guaranteed. Arrival may occur up to one hour before or after the scheduled time due to unforeseen delays. This does not constitute a late service and does not entitle the client to a discount or cancellation.
In cases of inclement weather or advisories issued by Environment Canada, appointments may be postponed for safety and rescheduled at the next available time.

4. Force Majeure

Wilson & Farr Cleaning Solutions shall not be held liable for delays or failure to perform services due to events beyond our reasonable control, including but not limited to natural disasters, severe weather, government actions, war, pandemics, labour disruptions, or other emergencies.

5. Cancellation & Rescheduling Policy

The following cancellation fees apply:

7+ days’ notice: No charge.
Less than 7 days’ notice: 50% of the estimated service fee.
Less than 24 hours’ notice: 100% of the estimated service fee.

The following circumstances will result in a charge of 100% of the estimated service fee, including but not limited to:

Failure to provide access to the property at the scheduled time.
Unsafe or undisclosed conditions (e.g., aggressive pets, certain biohazards, hazardous environments, mold).
Client readiness requirements not being met.
Discovery of pest infestations.

We reserve the right to refuse or discontinue service if unsafe conditions exist. Fees reflect time reserved, labour allocation, and operational costs.

6. Client Privacy & Confidentiality

We respect client privacy. Personal information and service history are stored securely and are not shared with third parties except where required by law. Clients may request access to, correction of, or deletion of their personal information in accordance with applicable privacy legislation.

7. Service Limitations & Disclaimers

For safety and efficiency, properties must be vacant during cleaning.
Only company-supplied cleaning products and equipment are used. Clients with sensitivities must notify us in advance.
We service century homes only if fully renovated, including updated plumbing, electrical, and ventilation systems; modern kitchens and bathrooms; stable, finished floors and surfaces; reliable climate control; windows in good condition; and durable furnishings. Homes that do not meet these criteria may be declined at our discretion, even if previously serviced.
Clients are responsible for securing pets. We are not liable for pets that escape during entry or exit.
All surfaces are assumed to be properly sealed and suitable for cleaning.
We do not clean unfinished, heavily damaged, deteriorated, or water-damaged areas, nor do we remove garbage or debris unless expressly agreed in writing.
Mold remediation is not provided. If visible mold, musty odors, or signs of water damage are identified, service may be cancelled. Clients must disclose any known or suspected mold in advance.
If the level of dirt or buildup exceeds what was disclosed, the quotation may be revised.
Certain materials (including but not limited to glass with hard water staining, carpets, upholstery, tile & grout, and VCT flooring) may react unpredictably to cleaning. Results are not guaranteed, and clients assume this risk.

8. Pest & Environmental Conditions

We do not service properties with active pest infestations (including rodents, cockroaches, or bed bugs). If an infestation is discovered, service will be terminated, and the full quoted service fee will apply.

9. Damage Claims & Reporting

Any service concerns or damage claims must be submitted in writing within 24 hours of service completion.
We are not responsible for pre-existing damage, unsecured items, sentimental items, or general wear and tear.
Photographs may be taken before and after service to document property condition.

10. Digital Media & Surveillance

Photos or videos may be collected for quality control and marketing purposes.
Clients who do not wish media to be used for promotional purposes must notify us in writing prior to service.
Recording of staff (audio or video) without prior written consent is prohibited and may result in immediate termination of service.
Any surveillance or recording devices on-site must be disclosed in advance.
Clients may receive periodic email communications, including seasonal newsletters and service updates. Unsubscribing is available at any time.

11. Client Responsibilities for Access & Safety

Clients must ensure safe, unobstructed access to the property, including:

Clearing hazards such as ice, debris, or obstacles.
Securing pets.
Providing access codes, keys, or entry instructions.

Wilson & Farr Cleaning Solutions is not responsible for delays or cancellations caused by third parties (e.g., property managers, tenants, utilities). If the client is not the property owner, they are responsible for obtaining proper authorization.

12. Payment & Billing

Accepted payment methods include e-transfer (EMT), cash, and cheque, all of which are accepted without processing fees.
All major credit cards are accepted and may be subject to a processing fee, which will be disclosed where applicable.
Any booking exceeding a specified dollar amount is subject to a 50% non-refundable deposit due at the time of booking. This deposit will be applied to the final invoice unless otherwise stated in writing.
Invoices are issued electronically after service completion and are due upon receipt.
If payment is not received within 24 hours, the credit card on file will be charged for the outstanding balance, including any applicable processing fees.
Accounts overdue by more than 30 days may accrue interest at 2.5% per month.
Accounts sent to collections may incur additional recovery costs, which are the client’s responsibility, as permitted by law.

13. Limitation of Liability

To the fullest extent permitted by law, the total liability of Wilson & Farr Cleaning Solutions for any claim arising from services provided shall not exceed the amount paid for the specific service giving rise to the claim.

14. Indemnification

The client agrees to indemnify and hold harmless Wilson & Farr Cleaning Solutions, its owners, employees, and contractors from any claims, damages, losses, or expenses arising from unsafe property conditions, inaccurate or incomplete disclosures, or actions of third parties related to the service.

15. Termination of Services

We reserve the right to refuse or terminate service at any time due to safety concerns, property conditions, non-disclosure, or violation of these Terms.

16. Service Expectations & Client Disclosures

Work areas must be reasonably free of clutter prior to service.
Older, neglected, or specialty surfaces may require multiple visits or may not achieve like-new results.
Clients must fully disclose all property conditions that may affect service, including ventilation issues, access limitations, mold, pests, pets, damage, or delicate items. Failure to disclose may result in refusal of service and applicable cancellation fees.

17. Governing Law

These Terms are governed by and construed in accordance with the laws of the Province of Nova Scotia and the applicable laws of Canada.

18. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.

19. Window & Glass Scratch Waiver

By authorizing service, the Client acknowledges that window cleaning involves inherent risks and agrees that Wilson & Farr Cleaning Solutions is not responsible for scratches, chips, or damage to glass or window surfaces caused by existing debris or contaminants, including but not limited to paint, plaster, construction residue, mortar, concrete, tape, stickers, or grit. The Client understands that blades and scrapers are industry-standard tools and that some materials may cause unavoidable scratching even when proper methods are used. Wilson & Farr Cleaning Solutions is not liable for preexisting damage, including scratches, chips, scuffs, or defects that may become visible after cleaning, and makes no warranties, express or implied, regarding the final condition, appearance, or durability of glass surfaces. This waiver applies to all current and future services at the property.

20. Carpet & Upholstery Cleaning Waiver

By authorizing service, the Client acknowledges that carpet, upholstery, and rug cleaning involves inherent risks and agrees that Wilson & Farr Cleaning Solutions is not responsible for damage, discoloration, shrinkage, odor retention, texture changes, colour variation, or other changes in appearance that may occur during or after cleaning. Results may be affected by factors including, but not limited to, fabric type, age, wear, prior treatments, manufacturing defects, and the nature of existing stains or odors. Wilson & Farr Cleaning Solutions is not liable for preexisting conditions or damage, including fading, stains, wear, or deterioration that may become more apparent after cleaning, and does not guarantee the complete removal of all stains, spots, or odors. No warranties, express or implied, are made regarding the final condition or appearance of carpets, upholstery, or rugs. This waiver applies to all current and future services related to these items.

21. Amendments

Wilson & Farr Cleaning Solutions reserves the right to update or modify these Terms at any time. The version in effect at the time of booking will apply. By booking a service, clients acknowledge and accept these Terms.

Effective Date: January 28th, 2026.