Terms of Service

Last updated: July 1, 2025  ·  Effective: July 1, 2025

These Terms of Service ("Terms") govern your use of the services provided by Sonder Cleaning Ltd. ("SonderCleaning", "we", "our", or "us"), a residential cleaning company operating in Calgary, Alberta, Canada. By booking a cleaning service through our website, phone, or any third-party booking platform, you agree to these Terms in full.

1. Services

SonderCleaning provides residential cleaning services in Calgary and surrounding areas. Services are performed by independent contractors ("Cleaners") who are vetted, background-checked, and trained according to our documented cleaning method. The specific scope of each cleaning visit is determined at the time of booking and may include regular maintenance cleaning, deep cleaning, move-in / move-out cleaning, or optional add-ons (such as inside oven or refrigerator cleaning). Services are provided on an hourly basis with a three-hour minimum.

2. Bookings and scheduling

Bookings can be made through our online booking platform, by phone at (587) 887-1142, or by email at info@sondercleaning.com. By completing a booking, you confirm that:

• You are the homeowner or an authorized tenant of the property to be cleaned
• The information provided (address, access instructions, home size) is accurate
• You or an authorized adult will be available or have provided access instructions for the Cleaner

We reserve the right to decline or cancel any booking at our discretion, including but not limited to situations involving unsafe working conditions, inaccurate booking information, or repeated cancellations.

3. Pricing and payment

Rates start from $35/hour. Your exact rate depends on service type and supplies option, and is shown when you book. All prices are billed hourly.

• Minimum booking: 2 hours for regular cleaning; 3 hours for deep cleaning and move-in/move-out

All prices are in Canadian dollars and subject to 5% GST. The final charge is based on actual hours worked, rounded up to the nearest quarter hour. Optional add-ons are charged at the same hourly rate and add one hour per add-on to the total. Payment is due upon completion of the service. Accepted payment methods include credit card and Interac e-Transfer. For e-transfers, send to info@sondercleaning.com with the job reference number as the message.

4. Cancellations and rescheduling

• Cancellations made more than 48 hours before the scheduled appointment: no charge
• Cancellations made within 48 hours of the scheduled appointment: a cancellation fee of $50 may apply
• No-shows (Cleaner arrives and cannot access the property): full minimum booking charge applies

To cancel or reschedule, contact us at info@sondercleaning.com or (587) 887-1142.

5. Promotions and discounts

New clients receive $25 off their first booking — all cleaning types. This discount cannot be combined with other promotions unless explicitly stated. Referral credits are subject to their own terms communicated at the time of the offer.

6. Access to your home

You agree to provide safe and reasonable access to your property for the scheduled cleaning. This may include a key, gate code, lockbox combination, or being present at the time of service. Access instructions provided through our booking system are stored securely and used solely for the purpose of completing your cleaning appointment.

7. Damage and liability

SonderCleaning carries general liability insurance. In the event of damage caused by a Cleaner during a scheduled appointment, please notify us within 24 hours of the service by emailing info@sondercleaning.com with photos and a description of the damage. Our liability is limited to the cost of repair or replacement of the damaged item, not to exceed the value of the cleaning service performed. We are not liable for:

• Pre-existing damage or wear not reported before the service
• Damage resulting from unstable items, improperly secured fixtures, or surfaces that cannot withstand standard cleaning products
• Items of exceptional value (artwork, antiques, collectibles) unless specifically disclosed and agreed upon before the service

8. Satisfaction guarantee

If you are not satisfied with your cleaning, contact us within 24 hours of the service and we will return to re-clean the areas of concern at no additional charge. This guarantee applies once per booking and does not constitute a refund of the service fee.

9. SMS and marketing communications

By providing your phone number and checking the SMS consent checkbox during booking, you agree to receive text messages from SonderCleaning related to your booking, service updates, and promotional offers. Message and data rates may apply. Message frequency varies. You may opt out at any time by replying STOP to any message. For help, reply HELP or contact us at info@sondercleaning.com. We do not sell or share your phone number with third parties for marketing purposes.

10. Solicitation of cleaners

You agree not to directly hire, solicit, or engage any Cleaner introduced to you through SonderCleaning for private cleaning services during the term of your relationship with us and for 12 months following your last booking. Violation of this clause may result in a referral fee of $1,000 CAD payable to SonderCleaning.

11. Governing law

These Terms are governed by the laws of the Province of Alberta and the applicable federal laws of Canada. Any disputes arising from these Terms or your use of SonderCleaning services shall be resolved in the courts of Calgary, Alberta.

12. Changes to these Terms

We may update these Terms from time to time. Changes will be posted on this page with an updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the updated Terms.