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Terms & Conditions

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Last Updated: December 5, 2025

Welcome to Framework Property Care. By booking our services, you (the "Client") agree to be bound by the following Terms and Conditions. Please read them carefully.

1. Service Guarantees & Re-Cleans

We are committed to the "Framework Standard." If you are not completely satisfied with any part of your service, you must notify us within 24 hours of the service completion.

  • The Remedy: We will return to the property to re-clean the specific area in question at no additional cost.

  • Refunds: We do not offer monetary refunds. Our priority is to fix the issue and ensure your standards are met.

2. Pricing & Payment

  • Residential Clients: Payment is due in full upon completion of the service. We require a valid credit card on file to secure your booking. Your card will be charged on the day of service.

  • Commercial/Strata Clients: Invoices are issued upon completion of the work (or monthly for recurring contracts) and are payable within 15 days (Net 15), unless otherwise specified in your service agreement.

  • Late Fees: Overdue invoices may be subject to a late fee of 2% per month (24% per annum) on the outstanding balance.

3. Cancellation & Rescheduling Policy

Because we reserve a specific time block for your property, late cancellations prevent us from filling that slot.

  • 48 Hours Notice: No fee. You may reschedule or cancel anytime up to 48 hours before your appointment.

  • 24-48 Hours Notice: Cancellations made within this window are subject to a cancellation fee equal to 50% of the estimated service cost.

  • Less Than 24 Hours / Lock-Outs: If we cannot access the property upon arrival, or if the appointment is cancelled with less than 24 hours' notice, the full cost (100%) of the service will be charged.

4. Property Access & Security

  • Entry: Please provide clear instructions for entering the property (key, lockbox code, or someone home to let us in).

  • Alarms: If your property has an alarm, please ensure it is disarmed or provide us with the code and instructions. Framework Property Care is not responsible for any false alarm charges triggered due to incorrect instructions.

5. Liability & Damages

Framework Property Care is fully insured and covered by WorkSafeBC.

  • Accidental Damage: While we treat every home with the utmost care, accidents can happen. If we cause damage to your property, we will notify you immediately. We will repair or replace the item up to the value of the service provided, or file a claim through our liability insurance for larger incidents.

  • Limitations: We are not liable for damage due to "wear and tear," improperly secured items (e.g., heavy pictures hanging on small nails), or pre-existing damage.

  • Delicate Items: Please notify us of any highly valuable or fragile heirlooms. We reserve the right to decline cleaning specific items if the risk of damage is too high.

6. Safety & Right of Refusal

The safety of our team is paramount. We reserve the right to refuse service or leave a property immediately if:

  • The environment is hazardous (e.g., presence of black mold, pest infestations, or biohazards like bodily fluids).

  • Our staff encounters harassment, abuse, or threatening behavior.

  • Utilities (water/electricity) are not available. In these instances, a cancellation fee may still apply.

7. Staff Solicitation

You agree not to directly hire, solicit, or employ any Framework Property Care team member for a period of 12 months following your last service. We invest heavily in training and vetting our staff. If you wish to hire a staff member directly, a placement fee of $2,500 CAD will apply.

8. Changes to These Terms

Framework Property Care reserves the right to modify these terms at any time. Continued use of our services following any changes constitutes acceptance of the new terms.

 

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