About these terms

They apply to the cleaning services provided by Proline Cleaning Solutions and to requests made through this site. An accepted quote adds to them: where the two differ, what is written on your quote prevails.

The price shown online

For a standard home, the price calculated on screen is firm. It assumes a home in ordinary condition and access without particular difficulty.

We tell you before the first visit, and never afterwards, if the place differs substantially from what was described: a very different area, heavy clutter, damage, work in progress. You then decide whether to go ahead at the revised price or cancel at no cost.

Commercial requests are not priced online. They receive a written quote within 24 business hours.

Appointments and cancellation

You may cancel or move a visit at no cost up to 24 hours before the scheduled time. Later than that, or if the team arrives and cannot get in, the visit may be charged.

If we have to cancel, we offer you the first available date and the visit is not charged.

Access to the premises

You give us a way in: someone on site, a code, a key, or an instruction left with the concierge. The instructions you give us are kept on your file and passed only to the team that serves your address.

Tell us about fragile or valuable items and any rooms not to be cleaned. What is flagged in advance is respected.

Satisfaction guaranteed or we come back

If part of the work does not satisfy you, tell us within 24 hours of the visit. We return and redo the area concerned at no charge. This is a redo of the work; it is not an automatic refund.

Products, equipment and staff

Products and equipment are supplied unless agreed otherwise in writing. Staff are in uniform and identifiable on arrival. The company carries liability insurance and is bonded; a certificate is provided on request.

Payment

Payment terms and deadlines are stated on your quote or invoice. Applicable taxes are added to the amounts shown.

Limits

Some work falls outside housekeeping and is the subject of a separate agreement: water damage, mould, pests, hazardous materials, work at height. We say so rather than improvise it.

We are not responsible for normal wear or for pre-existing damage. Damage caused by our team must be reported to us within 48 hours to be dealt with.

Governing law

These terms are governed by the laws in force in Quebec. Information you give us is handled according to our privacy policy.