Cancellation Policy

1. Free cancellation or rescheduling (48 hours or more)

You can cancel or reschedule free of charge up to 48 hours before your scheduled arrival time. Use the “Reschedule” or “Cancel booking” buttons on your booking page (link in your booking email) — it happens right away, and any card refund is sent back automatically. You can also reply to your booking email or contact us. Any deposit is refunded (less the card processing fee below, for card payments), or kept as a credit if you reschedule.

1b. Card processing fee on card payments (non-refundable)

If you paid by card and you cancel your booking, 3% of the amount paid by card is kept as a card processing fee. Our card processor does not return its fees when a payment is refunded, so this charge applies to every cancellation of a card payment — at any time, including 48 hours or more before your cleaning — and is in addition to any late cancellation fee. The rest is refunded to the same card, usually within 3–7 business days.

Example: you paid $300 by card and cancel 3 days before → $9 card processing fee, $291 refunded to your card.

The card processing fee applies only when you cancel and only to card payments. There is no card processing fee for Interac e-Transfer payments, when Camz Cleaning cancels or reschedules your booking, or when you reschedule instead of cancelling.

1c. Online bookings — checked within 24 hours

Because online bookings are confirmed right away, our team checks every new booking within 24 hours. If anything has to change, or we cannot take the booking, we contact you within 24 hours of your booking to reschedule you (or cancel with a full refund). Otherwise your booking stands as confirmed.

1d. Move-out / move-in cleanings — inspections not guaranteed

Camz Cleaning does not guarantee that you will pass a landlord or property-manager move-out inspection, or that your damage deposit will be returned. Our price covers our standard move-out package (listed in your quote).

Move-out prices shown on our website and in quotes are starting prices for our standard move-out package. If you have a checklist from your landlord, property manager or inspection company, the price may differ. To get an accurate price, please share your checklist with us as early as possible — upload it with your booking or send it to us. Otherwise our team can check it on the day and tell you what is outside our package, with the extra cost, before doing it.

We do the checklist tasks that are part of a cleaning service. We don't replace light bulbs, do repairs or painting, or remove garbage, furniture or items left behind.

1e. Confirm your booking

When you book online, your time is reserved for you. Please open your booking page (link in your booking email and texts), confirm it and choose how you'd like to pay — for example card, Interac e-Transfer now, or e-Transfer after the cleaning where offered. Until you do, we send a short daily reminder by text and email.

If a booking is still not confirmed 3 days or less before the cleaning, it may be cancelled so the time can be offered to other clients. We always try to reach you first.

2. Late cancellation or rescheduling (less than 48 hours)

Cancellations or reschedules made less than 48 hours before the scheduled arrival time are charged $50 or 20% of the booking price (before GST), whichever is higher, plus GST where applicable.

Examples: a $150 booking → $50 fee; a $500 booking → $100 fee.

3. Lockouts and no access

If our team arrives at the scheduled time and cannot get in (no one home, wrong or missing lockbox code, no key, building access refused) or cannot work safely, and we cannot reach you within 15 minutes, the visit is treated as a lockout and is charged $75 or 50% of the booking price (before GST), whichever is higher, plus GST where applicable.

3b. If we're running late

We always aim to arrive on time; please allow up to 15 minutes for traffic and weather. If we'll be later than that, we text or email you a new arrival time. You can accept the new time or reschedule free of charge. If we're 1 hour or more late, you can also cancel free of charge.

3c. Snow removal

Snow removal is paid in advance. The same 48-hour rule applies. If conditions on arrival are worse than booked, any extra charge is explained and approved by you before work starts; if you decline, we clear only what was booked.

4. Deposits and saved cards

• Bookings made less than 7 days ahead: no deposit is needed.
• Bookings made 7 or more days ahead: a deposit of $50 or 20% of the booking (whichever is higher) by Interac e-Transfer, or a saved card, secures your date.
• Move-out cleanings, bookings over $400 and some repeat bookings require a saved card or payment in advance.
• A saved card is not charged when you book. It is charged only after the cleaning (if you chose card payment) or for fees under this policy.
• Deposits are deducted from your final bill.

5. Changes to extras

• You can remove extras from your booking page until 48 hours before your cleaning.
• To add extras after your booking is confirmed — even on the cleaning day — use “Add extra tasks” on your booking page. Our office reviews the request; once approved, it is added to your booking and invoice.
• If you paid in advance by card, approved extras are charged to your saved card and removed extras are refunded to it.
• Your Booking ID stays the same when a booking is changed.

5b. Hourly bookings and parking

• Hourly bookings pay for the cleaners' time (minimum 3 hours). We work through your priority list in order, but finishing all the work isn't guaranteed.
• Extra time can be agreed on the day, subject to the cleaners' availability. It is charged per cleaner: up to 30 minutes as half an hour, 31 minutes or more as a full hour.
• Please provide one safe, legal parking spot for our team's vehicle. If only paid parking is available, a flat $10 parking charge is added to the booking.

6. Changes by Camz Cleaning

Camz Cleaning has the full right to reschedule or cancel any booking at any time for situations beyond our control — for example severe weather, illness, emergencies, safety concerns, or a booking that falls under review (such as details we can't confirm or an address outside our service area). If your booking falls under review and has to be cancelled, we will tell you, and we kindly ask you to accept it.

In an emergency (such as illness, an accident, severe weather or a vehicle breakdown) our cleaners may be unable to attend, sometimes on the day and without advance notice. We will contact you as soon as we can and offer the next available time.

In these situations we reschedule you to the next available time. When we reschedule, cancel, or cannot attend, you are never charged a fee: any payment is refunded in full (no card processing fee) or kept as a credit if you prefer.

7. How fees are collected

Fees are first taken from any deposit or advance payment. Any remaining amount is charged to your saved card, or invoiced by email for payment by Interac e-Transfer. If you paid more than the fee, the difference is refunded to your original payment method.