Terms &
Conditions

confidentiality

We respect your privacy, and will never knowingly share your personal information with any third party (except the financial institution that processes your payment or agencies to help us collect past due accounts) without your specific consent.

Arrival TIme

Our hours of operation are 9am to 5pm, Monday-Friday, with the exception of holidays. If scheduling services within our normal hours of operation does not work for you, we may be able to schedule outside of this time at a premium rate, depending on availability of our employees. 

If our arrival time is delayed due to unexpected events such as cancellations, lockouts, traffic, weather conditions or customers adding services, we will contact you as soon as possible.

Access

Instructions for access must be provided at confirmation of the estimate or service agreement. If we are unable to enter your property to complete the service, a member of our team will contact you to request further instructions. Our service team will wait for a maximum of twenty (20) minutes for access. If access is still not possible after this wait time, we will charge a cancellation fee.

Booking Confirmation

Once a booking is placed online you will receive an email from our team confirming your request. Our satisfaction guarantee applies to confirmed bookings only. You will also receive an email notification the day prior to your service and a text message one hour before service (if you have provided a phone number). If you did not receive a notification, please call us immediately to ensure that the booking went through successfully.

Modification/Change to the Services

The customer may, if needed, make requests to modify and/or change the original service agreed upon with Restora Property Care. Changes and/or modifications will take effect once the customer has received written confirmation from our team, including an updated estimate if needed, and the customer has approved the changes in writing. If the change is not agreed upon by both parties in this manner, we will proceed with the original agreed upon service.

Cancellation Policy

We understand that unexpected things come up. Should you need to cancel, skip, or reschedule a service, we kindly ask that you notify us at least 48 hours before the requested service is scheduled. To ensure that all your needs are addressed, please communicate all requests and changes directly to the Restora Property Care office or the team-lead for your project. If rescheduling a service is requested with less than 48 hours notice, a fee of $50 will be charged. The service must be rescheduled within 30 days, or it will be treated as a cancellation and charged accordingly.

General Cleaning | Move-in/Move-out | Carpet Cleaning

If requested services are cancelled or if we cannot access your home due to a lock-out or similar circumstance the following charges will apply:

• Less than 48 hours notice: 50% of the cost of cleaning

• Less than 24 hours notice: 80% of the cost of cleaning

Maintenance Requests

If less than 48 hours notice is given to cancel your requested services, Restora Property Care will apply a minimum cancellation charge (equivalent to one hour per each employee scheduled). For fixed-price services, 80% of the agreed fixed price will be charged to the customer, but no less than is equivalent to one hour per each employee scheduled. Restora Property Care reserves the right to include the cost of materials in addition to the minimum cancellation charge.

If the customer terminates a project prior to completion of the services, but services have been partially performed, Restora Property Care will be entitled to prorated payment for services equivalent to the extent of work completed, provided that Restora Property Care has upheld their portion of the agreement.

We may need to pause or reschedule outdoor work due to dangerous weather conditions. 

If it becomes necessary for Restora Property Care to cancel or reschedule a job, no cancellation fee will be charged to the customer.

Billing & Payment

We accept cash, cheque, e-transfer, and major credit cards. A finance charge of 2% per month (24% annually) will be charged on all past due balances. A $25 fee is applied to all NSF or declined checks.

Parking

The customer is expected to provide a free parking spot for our team; if parking is unavailable a parking fee may be included on your invoice.

Customer Satisfaction Guarantee

We are committed to providing excellent services to our customers. If there are any concerns after the job is complete, please contact us within the following time frames:

• 24 hours for any cleaning services

• 30 days for maintenance and repair services (see Service Guarantee clause below)

We do not offer refunds, but if we are contacted within that time-frame we will gladly address the issue. If we do not hear from you within this time frame, we will accept that as approval of services completed.

We reserve the right to do an on-site assessment looking over the property or work order when our team arrives and upon completion of the service requested. We also reserve the right to take before and after photos/video.

Tipping

Our employees never expect tips, but we do accept tips as thank-you from our customers. If you would like to leave a tip, please provide a note so it is clear that it is a tip for our crew members.

Safety

For safety, our employees do not climb scaffolding or ladders higher than 15 feet without an exception given directly from Restora Property Care management.

We reserve the right to reject a job when there is:

• Abuse or harassment

• Safety hazard such as:

  • Blood, urine, or excrement

  • Dead animals

  • Drugs

  • Extensive mold and mildew (please call us for a referral to a specialist)

  • Firearms (please ensure any firearms are locked away and not visible)

Restora Property Care makes every effort to pursue safety and caution in our work; we cannot assume liability for injury to others. We kindly ask that yourself, roommates, children, pets, etc. stay clear of work areas during the service time. If an employee feels threatened or unsafe due to customer or property related issues and the employee leaves the job site, we will contact you and re-discuss the terms of service. 

Damages

If we are responsible for damage to your property, we will get in touch with you quickly. If at all possible, we will repair, replace, or cover the cost of any damaged property. If we lose or miscode your keys, we will cover replacement/locksmith costs (up to $75). 

We cannot be held liable for items that have been improperly mounted or secured (i.e. heavy items hung from walls, items on unsteady bases, etc.). Items of exceptional value should be put away for the time of service.

Liability

Restora Property Care reserves the right to claim compensation for damages incurred as a result of breach of contract, negligence, or incapability on the part of the customer.

Our team will gladly advise you on your home needs and projects to the best of our ability, however, Restora Property Care cannot be held liable for the results of advice that the customer requests from our team members.

If Restora Property Care has warned the customer of a specific risk in the service requested, and the customer still wishes to proceed, Restora Property Care will not be held liable for the consequences of any such risk and the customer will indemnify Restora Property Care for any claims, damages, loss or costs incurred. 

Non-soliciation of staff

As a customer, you agree not to hire any present staff of Restora Property Care for any home-related service outside of your service purchases with Restora Property Care.

Acceptance of terms & conditions

Restora Property Care reserves the right, at any time and without notice, to change or discontinue any aspect or feature of this document. Jobs in effect at the time of any change will continue with the terms and conditions as they were at the time the job was accepted.  In the event of changes, Restora Property Care will update and post the most recent version of the Terms and conditions on the Restora Property Care website. Restora Property Care will indicate the date of the last revision or modification. It is the customer’s responsibility to regularly verify the term and conditions page and review changes.

By agreeing to these terms and conditions, the customer is executing and approving the Restora Property Care estimate and any/all additional services, change orders, and warranty waivers associated with using the services. The customer acknowledges to have read, understood and agrees to be bound by these terms and conditions.

Estimates & Assessment

When requesting a job, please provide Restora Property Care with a detailed list of tasks and photos of repairs needed, and we will create an estimate based on the details that have been provided. Depending on the complexity of the project, we may send a team member for an on-site assessment before beginning the job.  If extensive on-site assessment is required, we reserve the right to charge for those visits in the estimate and final invoice. Once the project details are finalized, you will receive a digital estimate awaiting your approval. Paper estimates are available by request. 

Job Materials

Restora Property Care will include an estimate of reasonable material expenses related to the job. The actual cost of materials expenses will be detailed and charged on your final invoice.

If we spend an exceptional amount of time searching for and obtaining unique or hard-to-find materials, you may be charged a sourcing fee. This fee will be proportional to the amount of time our team spends finding sources for your materials. 

Requests outside our service area

We cannot guarantee service outside of our service area (currently Calgary and Airdrie, AB), but we occasionally make exceptions. We charge a travel fee of $1.20 per km driven outside of our service area. 

Service guarantee

Restora Property Care guarantees that services provided by our employees should be free of defects for a period of thirty (30) days from the date the services are completed on general repairs and/or maintenance requests. This guarantee will extend to 3 months for new installations.

We are committed to correcting any issues if possible.  If you refuse or otherwise prevent Restora Property Care from correcting these issues within thirty (30) days of your complaints, Restora Property Care will not be liable, and you must pay all invoices in full.

This guarantee does not cover defects or damages caused by: misuse by customer, customer change in mind after approval of estimate, or customer dissatisfaction without specific or reasonable reason, moisture from weather related cause, accidents, natural events, ordinary wear and tear.

Restora Property Care reserves the right to make null and void the guarantee should any materials be reinstalled, modified, altered, damaged, or put to any undue stress outside of the product’s recommended usage.

Job Site preparation

Customers must clear work spaces of personal and fragile items prior to the arrival of Restora Property Care employees. Restora Property Care will not be responsible in the event of any damage to personal items or property that were not properly removed or stored. Additional charges may be added to the final invoice if you do not adequately clear the work spaces.

Scope of work

To ensure reasonable and safe work conditions, and to comply with provincial regulations, the following are out of our scope:

• Structural changes/renovations

• Roofing

• Installing cabinetry, counters, etc

• Plumbing (beyond unclogging drains, faucet installations, etc)

• Electrical installations or modifications

• Gas line  (beyond appliance installation)

• Heating, ventilation, AC

• See also: “Safety” section of general terms and conditions

Scope of work

We assign specific checklists based on the service you have selected. If you ask a cleaner to modify a checklist, our satisfaction guarantee is void and we will not be liable for damages that arise from tasks being completed without proper training.

To ensure reasonable and safe work conditions, the following are out of our scope:

• Fireplace

• Flood Damage

• Soot or fire damage

• Inside vents and heaters

• Papers and documents (Organize, sort, shred, etc.)

• Curtains or cloth window coverings

• Exterior cleaning, including windows

• Bathtub full of water (for health purposes, please drain water before we come)

• Tile grout (shower grout is cleaned, though discoloration of silicone is permanent)

• Insect infestations

• See also: “Safety” section of general terms and conditions

We will not bring bleach or other caustic chemical cleaners into a home for our cleaning services. If you request us to use your own cleaning products, please be aware that we will not be responsible for any damage caused by these supplies.

Wear & Tear

Please note that the final look of a cleaning may be influenced by the level of visible wear and tear in a home. These areas include baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout lines, and window tracks. These areas tend to need either more than one cleaning to improve in appearance, or may not come clean at all. 

We include basic dusting of blinds as an add-on to our cleaning services. However, we may recommend you call a professional blind cleaning company for excessive grime on blinds and shutters.

If our workers find that silicone or other sealant has not been applied properly, we cannot guarentee that we will be able to effectively clean or remove the silicone/sealant from that area.

Please note that this is a shampoo-based carpet cleaning service, not a steam cleaning. If steam cleaning is preferred please seek a dedicated carpet cleaning service provider.

We work hard to remove carpet stains, but not all stains will come out completely. 

If your carpet contains a large number of spot stains, an additional cleaning charge may apply. Our team will discuss this with you, if necessary.