By using this website to book a service, you agree to comply with and be bound by these terms and conditions. If you do not agree to these terms and conditions, it is recommended that you do not book a service with us.
Booking a service online does not guarantee you a spot for that date or time; you will be contacted by email or phone with a confirmation.
Our providers have been properly vetted. Prior to onboarding, each provider undergoes a thorough integrity check to ensure they meet our high standards and accountability requirements.
We reserve the right to deny and/or terminate service due to safety concerns, inappropriate or uncomfortable situations, the presence of weapons, severe clutter, or disconnected utilities, including electricity, heat (during cold temperatures), and water.
Our providers have the choice to leave if the home is in an extremely unsanitary condition or if they feel unsafe or threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot, and you will be charged the cancellation fee.
Your cleaning rate is based on our cleaners focusing all of their time on cleaning, so we ask that you take a few minutes to tidy up to allow easy access to the areas and surfaces to be cleaned: floors, countertops, and tabletops. If you would like our cleaners to handle additional tasks, please call the office in advance so your cleaning fee can be adjusted for the extra time required.
We will gladly work around pets. However, we ask that indoor activity is limited for cleaning efficiency and safety reasons. If your pet becomes anxious or presents a safety concern, Carolina Gold Cleaners reserves the right to remove its providers from your home.
Our providers are instructed not to enter a home if they believe an animal may pose a threat, as pets can behave differently when a family member is not present. If the removal of our cleaning provider is due to an aggressive pet, our cancellation policy will apply.
We base our quotes on years of experience, but we may adjust the price depending on the actual condition of the house. If the scope of work is greater than anticipated, we will call you to discuss this. If we are unable to reach you, the provider will have to leave, and a cancellation fee will apply.
We reserve the right to reevaluate rates at any time based on the scope of work needed to meet our standards. Carolina Gold Cleaners will contact you to discuss price or service revisions if the cleaning time differs significantly.
Payments are accepted by credit card or E-transfer. Credit cards will not be charged until after the appointment is completed. However, a hold will be placed on the card 24 hours before the booking to ensure funds are available. E-transfers must be sent 24 hours before your booking, or the booking will be canceled.
We do not offer refunds. We are committed to delivering the best possible service to our clients. However, if something is missed, please contact us within 24 hours, and we will correct the error at no additional charge.
Recurring discounts apply after the first cleaning service. If you skip cleanings, causing your service frequency to be lower than initially arranged, your price will be adjusted to reflect the reduced frequency.
Client cleaning rates may be adjusted during the year should there be changes in the service schedule, home or living situation, such as a remodel, relocation, or increased occupancy. Rates are subject to an annual increase of up to 10% based on the client’s current rate.
The client is responsible for ensuring the service location is accessible to Carolina Gold Cleaners on the scheduled service day. If the team is locked out of the home, every effort will be made to contact the client. If contact is unsuccessful within 30 minutes of the cleaning team’s arrival, the scheduled cleaning will be skipped, and the full value of the clean will be charged.
To ensure service reliability, we request a minimum of 24 hours’ advance notice for cancellations or rescheduling. Failure to provide this notice or provide access upon arrival will result in a $50 cancellation fee or full service charge if less than 24 hours' notice is given.
If your home has a security system, please turn it off on the cleaning day, or call our office with the code and usage instructions. If the code changes, please notify us to avoid a lockout fee.
If you request to use your vacuum, Carolina Gold Cleaners will not assume any liability for damage to the unit, as we do not maintain or repair personal vacuums. We will not be responsible for any repairs.
We provide all necessary equipment and products. If you prefer green cleaning products, please inform us in advance. If you request the use of your own supplies, we are not responsible for any associated damage, and we ask that all supplies be readily available.
Mold removal requires specialized treatment; therefore, we are not liable for mold-related risks in clients' homes. We also cannot clean homes with hoarding conditions or handle bodily fluids, animal waste, cat litter, bird cages, or human excretions.
Our providers cannot climb higher than a step stool or move items heavier than 35 pounds. If you would like us to clean behind heavy items, please move them in advance.
While rare, damage may occur. Our cleaners carry insurance for accidental breakage or damage. We are not liable for damages from normal wear and tear, improper installation, or fragile items not disclosed before service. Please notify us of any breakage or loss within 24 hours. Identical replacement will be attempted but cannot be guaranteed.
We schedule cleanings to minimize drive time and keep prices low. Although we make every effort to accommodate specific time requests, no times are guaranteed. Due to traffic and other unpredictable factors, please allow a 2-hour arrival window. We will notify you if running late.
Carolina Gold Cleaners does not operate on statutory holidays. If your scheduled cleaning falls on a holiday, we will contact you to reschedule.
If a door is left unlocked, or a key is left in an unsecured place, Carolina Gold Cleaners is not liable for any resulting damages or theft. Upon termination of service, all client keys will be returned within 48 hours or by the next business day.
As a client, you agree not to solicit our cleaners for direct hire. Our professional cleaners are background-checked, trained, and thoroughly vetted, which requires significant investment.
Any claim relating to Carolina Gold Cleaners’s website or services will be governed by the laws of the Province of Alberta, without regard to its conflict of law provisions.
We have taken every effort to design our website to be informative and helpful. If you have suggestions for improvements, please let us know.
Carolina Gold Cleaners reserves the right to change these terms and conditions at any time without prior notice.