Effective date: October 18, 2026

These terms apply to residential cleaning services booked with Element Cleaning Ottawa (“Element,” “we,” “us”) in Ottawa and the surrounding communities we serve. These terms form part of your booking when presented to and accepted by you through email, an agreed booking process or another confirmed method. This version applies to new bookings accepted on or after the effective date. Previously confirmed bookings keep their agreed terms unless a change is validly agreed. Commercial cleaning enquiries are quoted separately, with the scope and applicable terms agreed in writing before work begins.

1. Your Quote and Booking

Use the website’s quote form to request a calculated cleaning quote by email. The quote reflects the home details and extras you select and is managed through ScheduleDrop. No payment card is required to request a quote. Sending the form, receiving a quote or selecting a recurring frequency does not confirm an appointment, reserve a time or start a recurring booking. A booking is confirmed separately after you and Element agree on the service, price, payment arrangements and appointment details. Your confirmation sets out the service address, selected extras, agreed scope and priorities, and appointment time or arrival window. Please review it and correct any errors before accepting.

Element offers Recurring Cleaning, Deep Cleaning and Move-In / Move-Out Cleaning. Standard Cleaning in the quote form means routine upkeep and may be arranged as a one-time clean or on a recurring schedule. Recurring visits may be weekly, biweekly, monthly or another schedule agreed with Element. An initial Deep Cleaning may be recommended where the home needs more attention; any initial service and price are agreed before booking. Move-In / Move-Out Cleaning is intended for an empty or almost-empty home.

2. Scope and Pricing

Our cleaning checklist and service comparison set out the included room-by-room tasks and differences between services. Your booking confirmation records the selected service, agreed priorities and any optional extras.

Ella, the owner of Element, currently cleans every booking. Your regular cleaner gets to know your home and preferences; if your cleaner changes, Element will tell you before the visit. Supplies and equipment for the agreed service are included unless a special product or on-site item is agreed in advance. Tell us about delicate materials, sensitivities or products to avoid when we plan the visit.

• Standard / Recurring Cleaning: the room-by-room essentials for the agreed rooms and accessible surfaces, as listed in the cleaning checklist.
• Deep Cleaning: the room-by-room essentials plus heavy buildup, extra hand-wiping of accessible surfaces, detailed baseboards, doors, frames, reachable ledges, switches, accessible vents, trim and fixtures, and extra attention to grease and soap-scum buildup.
• Move-In / Move-Out Cleaning: everything in Deep Cleaning, including heavy buildup, plus empty closets, shelves and rods, open pantry shelving, detailed floor edges and corners, and oven interiors. Refrigerator interiors remain optional extras.

Optional extras include interior windows, wet-wiped blinds, refrigerator interiors, oven interiors where not already included, baseboards where not already included, full wall washing, furnished basement cleaning and patio door cleaning. Choose available extras in the quote form, or contact Element about an extra not shown there. Select each refrigerator once, either empty or with contents. Selected extras and quantities must be reflected in your quote and booking confirmation. Cleaning inside cupboards, cabinets and drawers is not offered.

Heavy buildup is included in Deep Cleaning and Move-In / Move-Out Cleaning, with no separate heavy-buildup extra for those services. For Standard / Recurring Cleaning, heavy-buildup work is an optional extra agreed and priced before booking.

Your emailed quote and confirmed price are based on the details you provide, including service type, area to be cleaned, bedrooms, bathrooms, pets, cleaning frequency, parking availability, selected extras and quantities, and relevant home conditions. Exclude the basement from the main floor area when requesting basement cleaning separately. Contact Element for a home of 4,000 square feet or more or work outside the options shown. Prices are in Canadian dollars; the total payable, including any applicable taxes and agreed charges, will be disclosed before you accept the booking.

The booked scope includes only the service and extras shown in your confirmation. If the home condition, occupancy, requested work, or access differs materially from the booking details, Element may:

• adjust the scope, price, or appointment length with your approval;
• complete the work that fits within the confirmed booking; or
• reschedule or decline the service if it cannot be completed safely or properly.

Element will not add charges without telling you first and receiving your approval.

If an estimate forms part of a consumer agreement, Ontario law generally prevents a charge more than 10% above that estimate. If you require additional or different services, an amended estimate or price must be agreed. This rule does not authorize an automatic price increase: Element must still obtain your approval before adding charges.

3. Additional Services and Unbooked Work

Element will not provide unbooked work at no charge. Any work outside the confirmed booking, including cleaning around a larger-than-disclosed amount of belongings, must be approved by the client before it begins and will be charged at the applicable rate.

If approval is not provided, Element will complete only the confirmed booking scope.

4. Payment

Requesting an emailed quote is free and does not require a payment card. Before you accept a booking, Element will explain the total payable, accepted payment method, when payment is due and any requirement to secure the appointment. Follow the payment arrangements in your confirmed booking. The website quote form does not collect payment-card details; use only the payment method agreed with Element.

You are responsible for any amount properly due under the confirmed booking, including approved extras, late-cancellation fees, or lockout fees.

5. Cancellations and Rescheduling

You may cancel or reschedule free of charge with more than 12 hours’ notice before the start of your confirmed arrival window, or the confirmed appointment time if no window is provided. Requests made 12 hours or less before that time are subject to a $75 late-cancellation fee, except where an exception below or applicable law requires otherwise.

You can give notice by email to hello@elementclean.ca, by calling or leaving a voicemail at (343) 501-5652, or through another communication method Element has accepted for your booking. Notice is measured from the time you send or leave the message, not when Element replies. Include enough information to identify the booking.

Customer or child illness may be rescheduled without a fee. Customer cancellations during an official severe-weather warning are fee-free. Element may also waive the fee for a genuine emergency after reviewing the circumstances.

If Element cancels your visit, you will not be charged a cancellation fee and may choose rescheduling or, where money has been paid for an unprovided service, a refund or an agreed credit. If Element has not arrived by the end of your confirmed arrival window, you may cancel without a fee or reschedule. These terms do not limit cancellation or refund rights provided by law.

6. Access and Lockouts

You may be home during the clean, but you do not need to be there if safe access has been agreed. Share entry and alarm instructions privately with Element before the visit; do not put access codes in the public quote form or website assistant.

Please provide safe, workable access at the scheduled appointment time, including accurate buzzer, key, parking, elevator, gate, or alarm instructions.

If Element cannot enter the home, cannot safely begin the service, or must leave because access information is missing or incorrect, Element will try to contact you by phone and text and wait up to 30 minutes where safe and practical.

If access is still not available, the visit may be treated as a lockout and a $75 lockout fee may apply. The appointment can then be rescheduled based on availability.

7. Move-In / Move-Out and Home Conditions

For Move-In / Move-Out Cleaning, the home may contain limited remaining items only if they do not interfere with access to, or the detailed standard of cleaning for, the confirmed areas. Items must not block access to floors, baseboards, closets, appliances, accessible exterior surfaces or other booked areas. Cupboard, cabinet and drawer interiors remain excluded.

If remaining furniture, belongings, or clutter interferes with the agreed level of detail, Element may revise the scope and price with your approval, complete the work that fits within the confirmed booking, or reschedule the appointment.

Please tell Element in advance about delicate surfaces, loose fixtures, unstable furniture, existing damage, or areas that should not be cleaned.

8. Pets and Safe Working Conditions

Tell Element about pets when booking. Pets must be secured or controlled if they may interfere with safe entry, cleaning, or exit. Element may skip an area, pause, or end service where an animal, unsafe condition, aggressive behaviour, hazardous material, infestation, active construction, lack of utilities, or another condition creates a safety concern.

Disability-related accommodation: Please contact Element about service or communication needs, including a service animal, support person, accessible information, or disability-related scheduling needs. We will discuss your individual needs and accommodate them up to undue hardship under the Ontario Human Rights Code. Pet, access, safety and cancellation rules are applied consistently with that duty. Please describe the practical accommodation needed rather than sending a diagnosis or detailed medical history. Any additional information requested will be limited to what is reasonably necessary to assess the accommodation.

9. Damage and Service Concerns

Element takes reasonable care with your home and belongings. If Element notices damage during service, we will document it and contact you.

For a missed area or another cleaning-quality concern, please email hello@elementclean.ca within 24 hours of service completion, with details and photographs where reasonably available. Element will review the booked scope and, where appropriate, return to re-clean the specific missed area at no extra charge. A partial refund may be appropriate when returning is impractical or would not resolve the concern.

Please report suspected damage as soon as reasonably possible, preferably within 48 hours, with the information and photographs you can reasonably provide. Element will document and investigate the circumstances. A later report does not automatically forfeit your legal rights, including where damage was not reasonably discoverable earlier. These reporting periods and the re-clean process do not restrict remedies provided by law.

Element is not responsible for normal wear or damage that already existed before the service. Please disclose fragile surfaces, loose fixtures, unsafe installations and known defects so that Element can take appropriate care or decline the affected work. These terms do not excuse damage caused by Element’s failure to exercise reasonable care and do not limit rights or remedies that cannot legally be limited.

Ontario consumer law includes a warranty that services are of reasonably acceptable quality. Our re-clean process and requested reporting times do not replace that warranty or limit any remedy available under applicable law.

10. Photos and Documentation

Element may keep limited service photographs and records where reasonably needed to document the booked work, relevant conditions, a quality concern, or a damage or safety issue. Household preferences and surface-care instructions may be kept for future visits. We avoid photographing people, personal documents, access codes and unrelated private belongings, and limit images to what is reasonably needed.

Tell Element before the visit if you have a privacy concern about photographs. We will consider a less intrusive alternative. If a particular record is reasonably necessary to perform the work safely or document a specific incident and no suitable alternative is available, we will explain this and discuss whether the affected work can proceed. Optional photographs are not a condition of service.

Marketing, social-media or advertising use requires separate written permission. Declining marketing permission does not affect your cleaning service. Photo access, retention and requests are handled under our Privacy Policy.

11. Privacy

Element handles personal information in accordance with its Privacy Policy. Quote, booking and access information are used to respond to your request and arrange, provide, document and follow up on your service. ScheduleDrop supports quote delivery and customer and service administration. Requesting a quote does not subscribe you to marketing messages. The optional automated website assistant cannot confirm, change or cancel a booking or payment; contact Element directly for those matters.

12. Changes, Suspension, and Termination

Recurring service has no fixed-term commitment. You may end future recurring visits by notifying Element. Cancellation of the next confirmed visit is governed by section 5. Ending the recurring arrangement does not create a separate termination fee.

Element will give recurring customers at least 30 days’ notice before a proposed price increase. You may decline the proposed price and end future recurring service before the increase takes effect. Changes to the home, requested service or approved extras may require a new quote, which Element will explain and obtain approval for before doing additional work.

Element may suspend or decline future bookings where there is repeated late cancellation, non-payment, unsafe conduct or a material breach of these terms. Changes to these terms do not retroactively alter a confirmed booking or accrued rights. Any amendment must meet applicable notice and agreement requirements.

13. Electronic Records, Ontario Law, and Consumer Rights

Your booking confirmation and these terms may be provided electronically. These terms are governed by the laws of Ontario and applicable federal laws of Canada.

This agreement is intended to operate consistently with applicable consumer-protection and electronic-commerce requirements, including the Consumer Protection Act, 2002, Ontario Regulation 17/05, and the Electronic Commerce Act, 2000. Any consumer rights that apply under those laws or other applicable law continue to apply and override any inconsistent term in this agreement.

Online consumer agreements: For internet agreements covered by Ontario consumer law (generally where the total potential payment, excluding borrowing costs, exceeds $50), you are entitled to the required supplier, service, price, payment, timing and other disclosures before agreeing, an express opportunity to accept or decline and correct errors, and a written copy you can retain within 15 days after entering the agreement.

For a covered internet agreement, failure to provide required pre-contract disclosures or the opportunity to accept, decline and correct errors can allow cancellation until seven days after you receive a copy. Failure to provide a compliant copy can allow cancellation within 30 days after entering the agreement. Other statutory cancellation and refund rights may also apply, depending on how and when the agreement was made and services are supplied. The ordinary cancellation and lockout fees in these terms do not override those rights. Contact Element using section 14 to give notice; keep a copy of your notice.

14. Contact

Questions about these terms, a booking, or a service concern can be sent to:

Element Cleaning Ottawa
Unit 421, 205 Bolton St
Ottawa, ON K1N 1K7
(343) 501-5652
hello@elementclean.ca