Terms & Conditions

Last updated: September 11, 2026

Questions about these Terms? Email us any time at hello@maidex.ca.

Acceptance of terms

By booking or using any service from MaidEX Cleaning Services Ltd. (“MaidEX”, “we”, “us”) through maidex.ca, you confirm that you have read, understood and agree to be bound by these Terms & Conditions. They apply to all clients and govern all services we provide. Please read them alongside our Privacy Policy.

Our services

MaidEX provides residential and commercial cleaning across Metro Vancouver and the Lower Mainland, British Columbia. Availability depends on your location and schedule; we'll always confirm we serve your area before you book. Our cleaners are background-checked, and our work is fully insured.

Booking & pricing

Service fee

• You see your price before you book — honest, flat-rate pricing with no hidden fees. Our fees are fixed rates, not estimates, and apply when the property matches the details you provide at booking.
• Home packages are flat-rate; hourly cleaning is billed per hour with a minimum booking length; office cleaning is priced by square footage. Your total is shown as you book.
• Advertised starting prices are shown before 5% GST unless specifically labelled “GST included”; your booking total shows the applicable 5% GST before you confirm. General cleaning services are PST-exempt in British Columbia, so no PST is charged — see the BC Government's PST guidance. This is a plain-language summary, not tax advice.
• If our team arrives and the property materially differs from the booking — for example a larger size, recent renovations, or a much more challenging condition — we may adjust the fee or decline to complete the service. We'll always talk to you first.
• Our fees are for completing the specified cleaning, not for time spent or the number of cleaners present. Any time estimates are guidance only and are not binding.

Payment & authorisation

• When you book, you save a payment card. No payment is taken at booking.
• Your card is handled securely by our payment processor, Stripe — MaidEX never sees or stores your full card number.
• By saving your card, you authorise MaidEX to charge the full amount for your clean 24 hours after the service is completed, once you've had a chance to review the work — and to charge any cancellation fee described below where it applies.
• If a payment is declined or disputed without valid cause, the full service amount plus any applicable fees remains your responsibility.

Cancellations & rescheduling

We reserve your appointment time exclusively for you and schedule our cleaner around it. Plans change — we get it:

• More than 24 hours before your appointment — cancel or reschedule at no charge.
• Within 24 hours of your appointment — a $45 fee applies, because we've held that time and cleaner for you.
• No-show, or no access when our cleaner arrives — the full service fee applies (see “Access to your property”).

To avoid a fee, please let us know as early as you can, or make changes through your online booking.

Recurring plans

Recurring plans (weekly, bi-weekly or monthly) save you money, with the ongoing discount applied from your second clean onward. There's no long-term commitment. You can end a recurring plan at any time with at least 24 hours' notice before your next scheduled visit. If you cancel within 24 hours of that visit, the $45 late-cancellation fee applies to that appointment, but your future recurring visits are cancelled.

Preparing for your clean

Heavy appliances & furniture

For safety, our cleaners don't move heavy appliances or furniture (fridges, stoves, washers, dryers and similar). If you'd like the area behind or beneath these cleaned, please move them before we arrive — we can't clean spaces that remain blocked on the day.

Equipment & products

We supply all the equipment and professional products needed for your clean. Prefer eco-friendly, non-toxic products? Just let us know when you book, at no extra cost. If you'd rather we use your own products or equipment, please tell us in advance — MaidEX isn't responsible for damage or results arising from client-supplied materials, and you accept responsibility for their safety and performance.

Pets

Please tell us in advance if pets will be home. We'll happily work around them. If a pet poses a safety risk to our cleaner (for example an aggressive dog), we may need to leave and the service fee will apply. Please keep pets secure during the visit; we can't be responsible for pets that escape during our entry or exit.

Security alarm

If your property has an alarm, please deactivate it before we arrive or give us the code and sequence in advance. MaidEX isn't responsible for false alarms triggered by a system that wasn't disclosed or deactivated.

Protecting valuables

Please store valuables, irreplaceable items and fragile objects securely before we arrive, and tell us about anything that shouldn't be cleaned or handled. Our team takes great care, but we can't be liable for items that weren't appropriately secured.

Safety

The safety of our cleaners comes first. Our team won't move heavy items, won't climb higher than a small step stool or work on unstable surfaces, and won't handle hazardous or unsafe materials. If unsafe conditions are found on-site (for example biohazards, aggressive animals, or threatening behaviour), our team will leave and the full service fee remains payable. We'll let you know right away if this happens.

Scheduling & access

Your cleaning team

We do our best to send the same cleaner each time, but can't always guarantee it due to availability and scheduling. If a job needs more time than booked, we'll let you know the extra time and any cost before doing additional work.

Access to your property

For a smooth visit we recommend leaving a key or entry code (kept securely, never labelled with your details), or having someone let our cleaner in. Each appointment has a one-hour arrival window given at booking. If we can't access the property within that window, the full service fee applies — our team will try to reach you within the first 15 minutes before moving on to the next appointment.

Services, add-ons & exclusions

Our services cover standard residential cleaning as described on the relevant service page (routine, deep, move-in/move-out). Optional add-ons can be selected at booking for an added fee. A few notes on scope:

• Interior windows & tracks — reachable interior glass, sills and tracks only; no ladders, no exterior glass. Interior window cleaning is a paid add-on on every clean, including move-in / move-out.
• Blinds — dusted and wiped by hand where safe to do so.
• Inside the fridge / oven — an add-on on standard and deep cleans (already included at no extra charge on a move-in / move-out clean); please empty the fridge, and (for baked-on oven grime) spray with oven cleaner the night before so it lifts cleanly.
• Inside cabinets, dishwasher load, bed sheets & laundry — a refresh/maintenance clean of accessible surfaces, not a mechanical or repair service. Inside cabinets are included as standard at no extra charge on a move-in / move-out clean.

To keep our cleaners safe and effective, the following are excluded from all services and can't be added on:

Animal feces · mold · biohazards or bodily fluids · pest removal or infestation clean-up · exterior of the home (garage, patio, balcony) · moving heavy furniture or appliances (or cleaning behind/beneath items not moved first) · window & sliding-door tracks beyond a reachable interior wipe · high or delicate fixtures (ceilings, chandeliers) · crawl spaces · dishes (unless a dishwasher-load add-on) · full washing of ceilings and walls · hoarding conditions or anything needing specialised remediation.

If a pest infestation or unsafe contamination is found on arrival, the service may be suspended, we'll notify you, and the scheduled fee remains payable. We recommend resolving pest issues with a licensed provider before booking.

Photo documentation

As part of our quality standard (and our MaidEX Spot Report service), our cleaners may take before/after photos of the areas cleaned to document condition and results, used for quality assurance and to fairly resolve any claim.

We may also use close-up before/after photos of cleaned items — such as appliances (oven, fridge, stovetop), kitchen and bathroom surfaces, and sinks — publicly, for example on our website and social media. We will not publicly share wider views of your home, living areas or bedrooms, and these photos never include any personal or identifying information. If you'd prefer we don't take or publicly use any photos of your home, just let us know and we'll respect that.

Damage & loss claims

Please report any damage or loss to us within 24 hours of the clean, in writing, with photos and a description of the item, its location and approximate value, so we can look into it and make it right; claims after that window can't be reviewed. MaidEX's liability for any single damage incident is limited to five hundred dollars ($500) CAD, except where a higher amount is required by law, and MaidEX may repair or replace the item at its discretion in place of a cash payment. If a key is lost or miscoded by our team, we'll cover reasonable key-replacement and locksmith costs. We aren't responsible for:

• pre-existing damage or normal wear (scratches, dings, stains);
• unsecured or improperly mounted items (pictures, shelves, fixtures);
• unsealed natural surfaces (e.g. marble, granite) prone to damage during routine cleaning;
• freshly painted walls, new caulking or newly installed flooring; or
• faulty or improper installations.

Insurance & liability

MaidEX carries Commercial General Liability insurance, and property in our care during a clean is covered under our policy. If you believe we've caused damage, tell us within 24 hours (see above) so it can be documented and addressed through our insurance where appropriate. To the fullest extent permitted by law, MaidEX is not liable for indirect, incidental or consequential losses, or for injury or illness that does not arise directly from our work. Nothing in these Terms limits rights you have under applicable law.

Satisfaction guarantee

We stand behind our work with a 100% satisfaction guarantee. If any area isn't right, let us know within 24 hours and we'll return within 24 hours to make it right — no questions asked. Because everyday dust and activity change a space, return visits can't be offered more than 48 hours after the original clean. The guarantee is a free re-clean of the affected areas, not a cash refund.

Refunds

Refunds are only issued for cancellations made within the notice period in “Cancellations & rescheduling” above. We don't provide refunds in other cases — including where a service must be stopped due to on-site conditions such as pests, unsafe conditions or an inaccessible property — but our satisfaction guarantee always applies to the quality of a completed clean.

Tips

Tips are always optional. If you choose to tip, 100% of it goes to your cleaner.

Referral & reward codes

New customers can save on their first clean with a friend's referral code, and customers can earn rewards for referring others. Codes have no cash value, can't be combined unless we say so, apply to eligible bookings only, and may be changed or withdrawn if misused.

Non-solicitation of cleaners

We invest significant time and resources recruiting, background-checking and training our cleaners. By using MaidEX, you agree not to directly hire, contract or engage any current or former MaidEX cleaner — for home, commercial or any other domestic service — outside the MaidEX platform for a period of 24 months after that cleaner's most recent visit to your home. If you wish to hire a MaidEX cleaner directly, a one-time referral fee of two thousand dollars ($2,000) CAD applies, due immediately upon hiring, whether for one-time or recurring work. This clause survives cancellation of your account and of these Terms.

Changes to these Terms

We may update these Terms from time to time. When we do, we'll update the “last updated” date above. The Terms in effect when you book apply to that booking.

Limitation of liability

To the fullest extent permitted by law, MaidEX's total aggregate liability for any claim arising out of or relating to a clean is limited to the amount you paid for that clean, and in no event is MaidEX liable for indirect, punitive, special, incidental or consequential damages (including lost profits or data). Nothing in these Terms limits any rights you have that cannot be limited under applicable law, including the BC consumer protection legislation.

Dispute resolution — arbitration & class-action waiver

Please read this section carefully — it affects your legal rights. Most concerns are resolved quickly if you contact us first, and we ask that you do. If a dispute can't be resolved that way, you and MaidEX agree that any dispute arising out of or relating to these Terms or our services will be resolved by final and binding arbitration seated in Vancouver, British Columbia under the BC Arbitration Act, rather than in court. Either party may still bring an eligible claim in small claims court, and either party may seek interim or injunctive relief from a court.

Class-action waiver. You and MaidEX agree that claims will be brought only in an individual capacity, and not as a plaintiff or class member in any class, collective or representative proceeding. If this class-action waiver is found unenforceable for a given dispute, the arbitration agreement does not apply to that dispute.

Governing law & venue

These Terms are governed by the laws of the Province of British Columbia and the applicable laws of Canada. For any matter not subject to arbitration, the courts located in Vancouver, British Columbia have exclusive jurisdiction, and you consent to that jurisdiction and venue.

Contact us