Terms of Service

1. Agreement to These Terms

These Terms of Service (the "Terms") govern your use of the Luma Cleaning website and the cleaning services we provide. By requesting a quote, booking a cleaning, or otherwise using our services, you agree to these Terms. If you do not agree, please do not use our services.

Luma Cleaning is a residential and commercial cleaning company operating in Greater Vancouver, British Columbia, Canada. In these Terms, "we", "us", and "our" mean Luma Cleaning; "you" and "your" mean the client requesting or receiving services.

2. Our Services

We provide cleaning services including standard/recurring residential cleaning, deep cleaning, move-in/move-out cleaning, short-term rental (Airbnb) turnovers, office/commercial cleaning, and post-construction cleaning. The specific tasks included in each service are described on the relevant service page.

Certain tasks are outside our standard scope and may require a separate quote or may be declined — for example heavy debris removal, exterior window washing, carpet extraction, mould or biohazard remediation, pest issues, and cleaning at heights requiring specialized equipment. We reserve the right to refuse or stop service where conditions are unsafe, unsanitary, or materially different from what was described at booking.

3. Quotes, Estimates & Booking

Prices shown by our online quote tool and any quote we provide are estimates based on the information you supply (service type, number of bedrooms and bathrooms, home size, and location). They are not a final or guaranteed price.

The final price may be adjusted if the actual size or condition of the space differs from what was provided, or if additional work is requested on site. Where an adjustment is needed, we will make reasonable efforts to inform you before proceeding.

A booking is confirmed once we acknowledge it. We may decline or cancel a booking, including where we cannot service your area or schedule.

4. Pricing, Taxes & Payment

All prices are in Canadian dollars (CAD) and, unless stated otherwise, include the Goods and Services Tax (GST) required in Canada.

Payment is due at the time of service unless we have agreed otherwise in writing. We may require a deposit or place a pre-authorization hold on your payment method before service, with the final amount charged after the cleaning is completed. Accepted payment methods are those offered at booking or checkout.

Recurring plans (e.g., weekly, bi-weekly, monthly) may qualify for discounted rates; discounts apply only while the recurring schedule is maintained and may be adjusted if you change or cancel the schedule. Late or failed payments may result in suspension of service and applicable fees.

5. Cancellations, Rescheduling & Lockouts

We ask that you cancel or reschedule at least 24 hours before your scheduled appointment so we can offer the time to another client and plan our team’s day.

• check_circleCancellations or reschedules with less than 24 hours’ notice are subject to the full amount of the scheduled service being charged.
• check_circleIf our team arrives and cannot access the property, is turned away, or cannot work safely (a "lockout"), a lockout fee of up to the value of the scheduled service may apply.
• check_circleWe may reschedule your appointment due to weather, illness, safety, or staffing; we will give you as much notice as reasonably possible.

6. Satisfaction Guarantee

Your satisfaction matters to us. If you are not happy with any area we cleaned, contact us within 24 hours of your appointment and we will return to re-clean the affected area at no additional cost. This re-clean is our sole remedy under the guarantee. The guarantee does not cover pre-existing damage, stains or wear that cannot reasonably be removed by standard cleaning, or areas excluded from the agreed scope.

7. Access to Your Property

You do not need to be home during the cleaning. If you will not be present, you are responsible for arranging safe access — for example providing a key, lockbox code, entry code, or building instructions, and disarming or providing instructions for any alarm system.

Please secure or make arrangements for pets so our team can work safely. We are not responsible for pets that escape where we were not given handling instructions.

8. Your Responsibilities

• check_circleProvide a safe, hazard-free working environment with running water, electricity, heat, and adequate lighting.
• check_circleSecure or put away cash, jewellery, firearms, prescription medication, and irreplaceable or high-value items before your appointment.
• check_circleLet us know in advance of any hazards, fragile or valuable items, surfaces needing special care, or areas you do not want us to enter or clean.
• check_circleProvide accurate information about the property and the service required.

9. Valuables & Fragile Items

Please tell us about any fragile, antique, or high-value items and, where possible, put them away before we arrive. While our team works carefully, we may decline to clean certain fragile or high-value items. We recommend securing irreplaceable items rather than relying on cleaning around them.

10. Liability, Insurance & Damage Claims

Luma Cleaning carries liability insurance and, where applicable, bonding for the protection of our clients and staff.

Accidents are rare, but if you believe we caused damage, please notify us within 48 hours of your appointment with details and, where possible, photographs, so we can investigate promptly. Claims reported after this window may not be accepted, as we cannot reasonably verify the cause.

To the fullest extent permitted by law, our total liability arising out of or relating to our services is limited to the amount you paid for the specific service giving rise to the claim. We are not liable for indirect, incidental, or consequential damages, for pre-existing damage or normal wear, or for items that were not secured as described above.

11. Non-Solicitation of Our Team

Our team members are a core part of our business. You agree not to directly or indirectly solicit, hire, or engage any Luma Cleaning cleaner or staff member (whom you were introduced to through us) for cleaning services outside of Luma Cleaning, during your relationship with us and for twelve (12) months afterward. If you wish to employ a member of our team directly, please contact us to discuss a referral arrangement.

12. Health & Safety

For the safety of our team, we may decline or stop work in the presence of biohazards (including bodily fluids, mould beyond surface level, or infestations), extreme clutter, unsafe structures, or threatening behaviour. We follow reasonable health and safety practices and expect a respectful, safe environment in return.

13. Photos

With your permission, we may take before-and-after photos of the work area for quality assurance and, where you agree, marketing. You may opt out at any time by letting us know.

14. Changes to These Terms

We may update these Terms from time to time. The current version will always be posted on this page with its "Last updated" date. Continuing to use our services after changes take effect means you accept the updated Terms.

15. Governing Law

These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada that apply there, without regard to conflict-of-laws rules. You agree that the courts of British Columbia have jurisdiction over any dispute arising from these Terms or our services.

16. Contact Us

Questions about these Terms? Contact Luma Cleaning at info@lumacleaning.ca or (778) 652-8272. We’re based in Vancouver, BC.