Complete House Cleaning

Cancellation Policy

Novo Home Refinement – Cleaning Services Policy Location: Vancouver, BC, Canada At Novo Home Refinement, we are committed to delivering reliable, high-quality cleaning services for residential and commercial properties across Vancouver and surrounding areas. This policy outlines our service standards, client responsibilities, and operational terms to ensure a professional and transparent working relationship. 1. Services We provide residential, commercial, and post-renovation cleaning, as well as short-term rental and move-in/move-out services. All cleaning is performed by trained and insured professionals using safe, high-quality products. 2. Bookings and Cancellations Appointments must be scheduled at least 24 hours in advance and confirmed by email or phone. Cancellations made with less than 24 hours’ notice are subject to a 50% cancellation fee. Failure to provide property access at the scheduled time will result in the full service fee being charged. 3. Payment Terms Payment is due upon completion of service unless otherwise agreed in writing. Accepted methods include credit/debit card or e-transfer. Overdue invoices may incur a 2% monthly late fee. 4. Quality Guarantee Client satisfaction is our top priority. If you are not satisfied with our service, please report it within 24 hours of completion. We will return to re-clean the area at no additional cost. Refunds are provided only at management’s discretion. 5. Liability While our team exercises the utmost care, Novo Home Refinement is not liable for pre-existing damage, unstable fixtures, or normal wear and tear. Any claims of damage must be reported within 24 hours. The Company maintains full liability and WorkSafeBC coverage for all staff. 6. Client Responsibilities Clients must ensure safe access, running water, and electricity during cleaning. Fragile or valuable items should be secured in advance. Clear instructions must be provided for property access, alarms, and parking. 7. Privacy and Conduct We respect your privacy and comply with BC’s Personal Information Protection Act (PIPA). All client information is handled confidentially. Our staff are professional, uniformed, and prohibited from using client property for personal purposes. 8. Policy Updates Novo Home Refinement reserves the right to update this policy as needed. The latest version will always be available upon request or via our website. Contact: Novo Home Refinement Vancouver, BC, Canada 778-896-2223