HOME KEEPERS

(A Division of The Compassion Network Inc.)

Client Service Policy & Terms of Booking

IMPORTANT NOTICE — ACCEPTANCE BY BOOKING OR CONDUCT:

Effective October 16, 2026

By scheduling a cleaning or home helper appointment with Home Keepers (whether online, by email, by text message, or verbally by telephone), or by permitting Home Keepers staff to enter your premises to perform services, you ("the Client") acknowledge, agree, and consent to be legally bound by this Client Service Policy & Terms of Booking.

1. Rates, Billing & Payment Processing

• Payment Method on File: A valid credit card or Pre-Authorized Debit (PAD) agreement must be on file prior to scheduling any service. Payment is processed automatically on the day of service upon visit completion. Transactions appear on banking statements as The Compassion Network Inc.
• Returned Payments & NSF Fee: Any returned cheque, failed pre-authorized debit withdrawal, or declined card payment incurs an administrative charge of $50.00. Replacement payment must be settled within twenty-four (24) hours.‍
• Paper Invoicing & Statement Mailing Fee: Invoices and statements delivered electronically via email are provided free of charge. For clients requesting or requiring paper invoices or monthly statements delivered via postal mail (Canada Post), an administrative printing and postage fee of $3.50 per mailed statement will apply.
• Deemed Acceptance of Invoices: All electronic invoices delivered to the Client's email on file are deemed final, accepted, and uncontested as an undisputed liquidated debt unless written objection detailing a specific billing discrepancy is delivered to Home Keepers within seven (7) calendar days of issuance.
• Overdue Interest & Legal Recovery Costs: Accounts remaining unpaid thirty (30) days following the invoice date accrue interest at the rate of 18% per annum (1.5% per month), calculated monthly, until paid in full. If an unpaid balance is referred to a third-party collection agency or legal proceedings are commenced in the Alberta Court of Justice (Civil Division), the Client agrees to indemnify Home Keepers for all court filing fees, process server fees, skipped-tracing expenses, and legal fees on a solicitor-and-own-client (full indemnity) basis.

2. Third-Party & Subsidized Billing (FSCD & Funded Programs)

• Direct Billing Courtesy: If services are subsidized or funded by a third-party agency (such as Family Support for Children with Disabilities / FSCD, WCB, or insurance providers), direct billing is performed strictly as an administrative convenience. The service contract remains strictly between Home Keepers and the Client.
• Unconditional Personal Liability: The Client is personally, primarily, and unconditionally responsible for all charges. Any hourly parent co-pay differentials, hours scheduled exceeding authorized program limits, or claims rejected, short-paid, or unpaid by the funding agency after thirty (30) days will be billed directly to the Client's payment method on file.

3. Cancellation, Rescheduling & Lockout Policy

• Strict 48-Hour Notice: We require a minimum of 48 hours’ written notice (by email, SMS, or telephone during regular business hours) to cancel, modify, or reschedule an appointment.
• 100% Cancellation & Lockout Fee: Because cleaning personnel are reserved specifically for your scheduled booking and unable to take on other work, cancellations made with less than 48 hours’ notice—or appointments where our team arrives and cannot access the home (including incorrect alarm/lock codes, deadbolts, unplowed driveways, or refusal at the door)—are billed at 100% of the scheduled service fee. (Third-party funding agencies do not reimburse cancellation or lockout fees; these remain 100% the personal financial responsibility of the Client).
• Service Availability, Staff Illness & Scheduling Flexibility: While Home Keepers makes every reasonable commercial effort to fulfill all confirmed bookings and maintain consistent scheduling, we do not guarantee specific arrival times, specific cleaning personnel, or uninterrupted service fulfillment. Unforeseen circumstances—including sudden staff illness, family emergencies, severe weather, fleet vehicle breakdowns, or safety concerns—may occasionally prevent us from completing a scheduled appointment. In such events:
  • Home Keepers will make reasonable efforts to dispatch an alternate team member or reschedule the appointment to the earliest mutually available date;
  • If service cannot be fulfilled or rescheduled, the Client will not be billed (or any pre-authorized hold will be released immediately);
  • Limitation of Consequential Damages: Home Keepers and The Compassion Network Inc. are not liable for any indirect, incidental, or consequential losses resulting from a canceled, delayed, or rescheduled appointment, including but not limited to lost wages, landlord penalties, forfeited lease damage deposits, moving delays, or costs incurred hiring third-party replacement services.
• Severe Weather Exceptions: In cases of severe Alberta winter storms, blizzards, or municipal travel advisories where road conditions are deemed unsafe by local authorities, Home Keepers reserves the right to reschedule appointments without penalty to either party.

4. Service Scopes, Add-Ons & Home Helper Services

• Standard Cleaning Scope: Routine residential housekeeping includes standard surface cleaning, vacuuming, mopping, dusting, wiping kitchen and bathroom counters/fixtures, and general light tidying.
• Appliance Deep-Cleaning Requires Advance Notice: Detailed cleaning inside heavy household appliances (interior of ovens, refrigerators, freezers, range hoods, or interior dishwashers) requires specialized cleaning supplies and extended booking schedules. These services must be requested at least 48 hours in advance and are billed as add-ons. Cleaners will not clean inside unrequested appliances on the day of service.
• Home Helper Services (Non-Medical Support): Home Keepers provides specialized Home Helper support, including light meal preparation, household errands, organizing, unpacking, and decluttering:
  • Meal Prep & Food Safety: Meal preparation is performed using client-supplied groceries, cookware, and appliances. Home Keepers is not a commercial caterer; the Client assumes full responsibility for food freshness, proper storage, expiration dates, and disclosing food allergies.
  • Errands & Transportation Limits: Errand assistance involving driving is strictly limited to the transport of goods, groceries, and household supplies. Home Keepers personnel are strictly prohibited from transporting clients, children, seniors, or family members in their personal or company vehicles under any circumstances.
  • Decluttering & Disposal: Personnel organize and sort household items strictly according to Client instruction. Home Keepers assumes no liability for items discarded under Client direction. Clients must personally review disposal bags before departure.
• Laundry Services & Site Appliance Release: Where laundry is included or requested, Home Keepers utilizes appliances located inside the residence or within the building's communal/congregate laundry facility:
  • Client Sorting & Pocket Inspection: The Client is 100% responsible for emptying all garment pockets, pre-sorting laundry (darks, lights, whites), and isolating delicate or dry-clean-only fabrics. Personnel wash laundry using standard, routine washer/dryer cycles and do not inspect care labels or hand-wash garments.
  • Fabric & Garment Liability Exclusion: Home Keepers assumes no liability for garment shrinkage, bleeding colors, fading, fabric thinning, or damages caused by undiscovered items in pockets (e.g., pens, lip balms, tissues, coins).
  • On-Site & Shared Appliance Disclaimer: Home Keepers is not liable for the mechanical breakdown, malfunction, or drainage backup of private or facility-provided washers and dryers. In communal, congregate, or shared apartment facilities, Home Keepers is not responsible for chemical residue (such as residual bleach or dye) left in drums or dispensers by previous facility users, lost coins/laundry-card balance errors, or clothing tampered with by other residents.
  • Payment & Supplies: For card- or coin-operated machines in apartment or congregate settings, the Client must supply the necessary laundry card (with sufficient balance), coins, and designated detergent.

5. Non-Medical Care, Senior Safety & Emergency 911 Protocol

• Strictly Non-Medical & Non-Supervisory: Home Keepers staff are professional cleaners and home helpers. We are not licensed medical professionals, health-care aides, or personal care attendants. Personnel do not provide physical transfer/lifting assistance, mobility assistance, fall monitoring, personal hygiene support, or medication management.
• Wet Floors & Slip-and-Fall Hazards: Cleaning operations inherently involve damp floors, equipment cords, and cleaning supplies. For personal safety, clients—especially seniors and individuals with mobility considerations—must exercise extreme caution and are strongly advised to remain in a dry, unoccupied room while floors are being washed and dried. Home Keepers assumes no liability for slips, trips, or falls occurring on damp surfaces or within active cleaning zones.
• Emergency Protocol & 911 Authorization: If staff encounter a client in acute medical distress, unresponsive, or having suffered a fall, personnel are instructed and legally authorized to immediately dial 9-1-1. To prevent aggravating spinal, pelvic, or skeletal injuries, staff are strictly prohibited from attempting to physically lift or transfer a fallen client.
• Ambulance & Medical Cost Indemnity: All ambulance transportation fees, emergency dispatch charges, and medical costs resulting from a good-faith 911 call placed by Home Keepers personnel are 100% the personal financial responsibility of the Client. The Client releases Home Keepers and The Compassion Network Inc. from all liability regarding independent medical emergencies occurring during service visits.

6. Equipment, Supplies & Chemical Release

• Service Supply Responsibilities:
  • Client-Supplied Packages (including FSCD): Certain service packages require the Client to supply all necessary products and equipment (functioning vacuum, mop, microfiber cloths, all-purpose spray, cream cleanser, toilet cleaner). The Client is responsible for maintaining their equipment in safe working order. Home Keepers is not liable for suboptimal results or equipment breakdown stemming from faulty or clogged client appliances.
  • Full-Service Packages: Where Home Keepers provides equipment and solutions, commercial-grade, residential-safe supplies and vacuums are utilized.
• Delicate & Unsealed Surface Release: The Client must inform Home Keepers in writing prior to service if their premises contain delicate, unsealed, or specialty materials requiring proprietary care (such as unsealed natural marble, slate, travertine, unsealed granite, waxed hardwood, unlacquered brass, or composite quartz). Home Keepers is not liable for etching, staining, discoloration, or wear on unsealed or improperly treated finishes.
• Prohibited Chemical Agents: Under Alberta Occupational Health and Safety (OHS) and WHMIS legislation, Home Keepers personnel will not handle, mix, or apply concentrated bleach, pure ammonia, caustic lye, industrial acids, or unlabelled chemical containers. If a Client insists on the use of an unapproved household chemical, the Client assumes 100% liability for all resulting surface damage, fumes, or discoloration.
• Allergies & Sensitivities: Clients must notify our office in writing prior to service regarding any household allergies or respiratory sensitivities to standard cleaning agents.

7. Property Damage, Keys & Exclusions

• Securing Valuables: Clients must secure cash, jewelry, heirlooms, fine art, and fragile collectibles prior to our arrival.
• Notice & Burden of Proof: Any property damage must be reported within twenty-four (24) hours of the visit, supported by clear photographic evidence, with the damaged item retained for physical inspection. Home Keepers assumes no liability unless direct staff negligence and causation are established.
• Damage Limitation: Where staff negligence is established, Home Keepers reserves the right to repair or replace the item at depreciated fair market value, capped at a maximum of $100.00 per incident. Home Keepers does not provide cash payouts or compensate for unverified sentimental value. Major structural claims are handled through our commercial general liability insurer.
• Strict Exclusions from Damage Liability: Home Keepers is not liable for:
  • Pre-existing wear, tear, staining, or finish degradation;
  • Items improperly secured, unstable, or precariously balanced (including frames mounted with adhesive strips, wobbly floating shelves, or loose fixtures);
  • Window blinds, cords, or shades damaged due to sun rot or brittleness;
  • Surfaces damaged due to unsealed stone, defective finishes, or improper initial installation;
  • Damages resulting from client-supplied specialty chemicals or faulty client equipment.
• Keys, Smart Locks & Lockboxes: When provided with physical keys or lockbox codes, Home Keepers handles them with strict care. In the event a physical key is lost by staff, Home Keepers' total liability is limited to a maximum replacement fee of $50.00 for key duplication. Home Keepers is not liable for whole-house lock replacement or master cylinder re-keying costs.

8. Staff Safety, Biohazards, Infestations & Zero Tolerance

• Safe Working Standards: Personnel do not climb higher than a two-step ladder, do not lift or move objects weighing more than 25 lbs, and do not clean biohazards or active pest infestations.
• Infestations & Biohazards: Services will be halted immediately upon detection of:
  • Active infestations of bed bugs, cockroaches, fleas, or lice;
  • Rodent activity, including mice, rats, droppings, urine, or nesting debris;
  • Animal waste, litter boxes, bodily fluids, blood, or severe hoarding/mold conditions.
  • If undisclosed pests or biohazards are detected, service is aborted immediately, the 100% lockout fee applies, and services remain suspended until professional remediation clearance from a licensed pest control operator is provided.
• Unattended Minors & Dependent Persons: Home Keepers personnel provide cleaning and helper services only—never childcare or dependent supervision. A parent or responsible adult must remain on the premises whenever minors or dependent persons are present. Staff will immediately discontinue service and leave if minors are left unattended.
• Pets & Animal Safety: Dogs and exotic pets must be securely contained in a separate room, crate, or exterior kennel during service. Home Keepers assumes no liability for agitated, stressed, or escaped pets.
• Utilities & Environmental Standards: The Client must provide functioning electricity, hot/cold water, and indoor temperatures between 18°C and 24°C. Lack of essential utilities is treated as a lockout subject to the 100% cancellation fee.
• Zero Tolerance for Abuse: In compliance with Alberta OHS psychological workplace standards, Home Keepers maintains a strict zero-tolerance policy regarding physical intimidation, verbal abuse, sexual harassment, or intoxication from clients or household members. Personnel have the right to withdraw from the premises immediately if safety is compromised, and the full 100% service fee will apply.

9. Quality Guarantee, Disputes & Non-Solicitation

• 24-Hour Re-Clean Guarantee: If an agreed-upon task was missed, notify our office within twenty-four (24) hours. A crew will return to re-clean the specific area at no additional charge. No retroactive cash refunds, bill reductions, or retrospective credits are provided.
• Chargeback Protection: Filing an unauthorized credit card chargeback without completing our 24-hour re-clean protocol constitutes a breach of this contract. The Client agrees to pay all merchant chargeback fees, the underlying invoice amount, and an administrative dispute charge of $50.00.
• Internal Photo Documentation: The Client consents to personnel capturing internal reference photographs strictly for documenting pre-existing wear, logging missed items, or quality control audits. Photographs are never utilized for marketing or public display without separate, explicit written consent.
• Staff Non-Solicitation: The Client agrees not to privately solicit, contract, or hire any Home Keepers employee directly during their service period and for twelve (12) months following termination. Breach of this covenant incurs a liquidated recruitment, vetting, and training damages fee of $5,000.00.
• Governing Law & Jurisdiction: This agreement is governed exclusively by the laws of the Province of Alberta, with legal venue in Edmonton, Alberta.

Last Updated: October 2026

Home Keepers | A Division of The Compassion Network Inc.

Edmonton, AB | Phone: (780) 784-7531 | Email: info@homekeeperscleaning.ca

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