Terms & Conditions

These terms govern use of the Framework Property Care website and the booking of cleaning services through it, by phone, or by email. By submitting a booking request or using our services you agree to them.

1. Who we are

Framework Property Care (“Framework”, “we”, “us”) provides residential, strata, and light commercial cleaning in Vancouver and the surrounding neighbourhoods. Service is delivered by our own team and equipment.

2. Booking requests and confirmation

Residential booking is a request, not a confirmed appointment. We review each request against the property details and the time you selected, then confirm by email. A time slot is not reserved until you receive that confirmation. If we cannot meet the requested time we will offer the nearest alternative.

No payment is collected online. Payment is due after the clean, by e-transfer, credit card, or debit card, unless agreed otherwise in writing.

3. Scope of work

The scope for each service is the one published on that service page plus anything we agree in writing before the visit. Work outside that scope is not included and may be quoted separately.

Some conditions cannot be corrected by cleaning and are not treated as missed work: permanent staining, failed sealant or grout, paint and adhesive residue, mildew behind fixtures, pet or smoke odour absorbed into materials, and damage that predates the visit. Where we find these we tell you rather than bill for a result we cannot deliver.

4. Pricing

Pricing is flat-rate, quoted from the property details you give us — bedrooms, bathrooms, condition, and the service selected. We do not bill by the hour.

If the property differs materially from the description, or the condition requires more work than the booking assumed, we will contact you with a revised price before starting. We do not add charges after the fact without your approval.

5. Access and preparation

Please provide safe access for the booked window: a key, lockbox code, building buzzer, or someone on site. If our team cannot get in, or is turned away on arrival, the full service fee may apply because the slot cannot be resold.

To get the quoted result, floors should be clear enough to work on, surfaces less than about three-quarters cluttered, and the kitchen sink empty. We can work around clutter, but heavily covered surfaces cannot be cleaned properly and are skipped rather than moved without permission.

6. Cancellations and rescheduling

• 48 hours or more: no charge. We will rebook you.
• 24–48 hours: up to 50% of the service fee may apply.
• Under 24 hours, or no access on arrival: the full service fee may apply.

If we need to reschedule — weather, a safety issue, or an equipment failure — we will tell you as early as possible and rebook at no cost to you.

7. Pets and household safety

Please secure pets away from the areas being cleaned where practical. Pet hair removal is available as an add-on; pet accidents, and the damage they cause to flooring or upholstery, are outside standard cleaning. We use biodegradable, pet- and family-safe products by default. Tell us about allergies, sensitivities, or finishes that need specific products before the visit.

8. Keys, alarms, and access devices

Keys and codes are held only for the purpose of servicing your property, are not labelled with your address, and are returned or deleted when you stop using us. Tell us immediately if a code or key changes so we do not arrive without access.

9. Insurance and liability

Framework maintains general liability insurance and is responsible for its personnel and equipment while on site. Report any concern within 24 hours of the visit so we can inspect it.

We are not responsible for pre-existing damage, normal wear and tear, items that were improperly secured, or fragile items that were not disclosed and moved out of the work area.

To the maximum extent permitted by law, our total liability for any claim is limited to the amount paid for the service that gave rise to it.

10. Satisfaction guarantee

If something was missed, tell us within 24 hours and we will return within 48 hours to re-clean those areas at no cost. The full terms are on the refund and re-clean policy.

11. Use of this website

Use the site lawfully and give accurate property and contact details. We may decline or stop service where information is misrepresented, where a property is unsafe to work in, or where a team member is treated abusively.

12. Changes and governing law

We may update these terms; the date at the top of this page shows the current version. These terms are governed by the laws of British Columbia, Canada.