Terms of Service & Booking Policies

Welcome to Sylvera Premium Cleaning. By booking our services, you agree to the following terms and conditions. These policies allow us to maintain our premium standards and remain reliable for all of our valued clients.

1. Booking Confirmation & Payment

  • Estimates: All initial quotes are estimates based on the information provided by the client. We reserve the right to adjust the final price if the actual condition or size of the space differs significantly from the description.

  • Payment Terms: Payment is due in full upon completion of the service. We accept E-Transfer, Credit Cards, Cash.

  • First-Time Discount: Our introductory 5% discount applies strictly to the labor costs of the initial service and cannot be combined with any other offers or ongoing maintenance discounts.

2. Cancellation and Rescheduling Policy

We understand that life happens and schedules change. Because we reserve a specific time slot exclusively for your home, we kindly ask for advance notice for changes:

  • Notice Required: Please provide at least 48 hours' notice for any cancellations or rescheduling requests.

  • Late Cancellation Fee: Cancellations made with less than 48 hours' notice will be subject to a fee equal to 50% of the service cost. Cancellations made on the day of service will be subject to 100% of the service cost to compensate our team for the lost time slot.

3. Home Access and Lockouts

  • Accessing the Property: Clients must provide a reliable method of entry (e.g., a door code, lockbox, leaving a key, or being home to let us in).

  • Lockout Fee: If our team arrives and is unable to access the property within 15 minutes of the scheduled time, it will be treated as a late cancellation, and a late cancellation fee will apply.

4. Safety and Working Conditions

  • Health & Safety: To ensure the safety of our team, We cannot clean biological waste, mold, pest infestations, or hazardous materials.

  • Utilities: The property must have running water, electricity, and working climate control (heating/air conditioning) for our team to perform the service safely and effectively.

  • Pets: We love pets! However, for the safety of your animals and our team, we ask that aggressive or highly anxious pets be safely secured in a separate room while we clean.

5. Our Premium Guarantee

  • Satisfaction Guarantee: We take immense pride in our work. If you are not completely satisfied with any area we have cleaned, please contact us within 24 hours of your appointment. We will return to reclean the area to your satisfaction at no extra charge. Please note that we do not offer monetary refunds.