Last updated: April 2026
Satisfaction Guarantee
We stand behind every clean
- ✓If you're not happy with any part of your clean, contact us within 24 hours and we'll make it right.
- ✓No questions asked — your satisfaction is our priority.
- !Re-cleans do not apply to areas that were not included in your original booking, or damage from pre-existing conditions.
- !We are not responsible for pre-existing damage, stains, or conditions present before our visit.
Cancellation & Rescheduling
Plans change — we get it
- ✓Cancel or reschedule at least 24 hours before your appointment at no charge.
- !Cancellations made less than 24 hours before the scheduled clean are subject to a $50 late cancellation fee.
- !If our team arrives and cannot access the property within 15 minutes of arrival, the full booking fee applies.
- ✓If Klova refuses or cancels service due to undisclosed property conditions, no charge will be applied to the client.
- !Clients must disclose any extreme property conditions at the time of booking. Failure to do so may result in refusal of service without charge.
- iTo cancel or reschedule, email us at info@klovaco.ca as soon as possible.
Payment Policy
Simple, honest payment terms
- ✓Payment is due on the day of the clean — no payment is required in advance.
- ✓We accept e-transfer (to [email protected]) or cash.
- iFor e-transfer, please use your invoice number as the message (e.g. "INV-001").
Pet Policy
For the safety of your pets and our team
- ✓Please secure all pets in a separate room or crate during the clean — for their safety and our team's.
- ✓If you have pets, we will use your vacuum. This is to prevent cross-contamination of pet dander and allergens between homes. Please have it accessible and ready.
- ✓A $25 pet hair surcharge applies to all bookings with pets to account for extra time and care required.
- iPlease let us know of any pet accidents or heavily soiled areas in your booking notes so we can come prepared.
Access & Entry
Making sure we can get in and get started
- ✓Please ensure someone is home at the time of your booking, OR leave clear entry instructions in your booking notes.
- ✓If using a lockbox or key, confirm the access code in your booking notes before the visit.
- !If our team cannot access the property within 15 minutes of arrival, the full booking fee may apply.
- iWe'll send a reminder 24 hours before your appointment so you're prepared.
What's Not Included
To avoid surprises
- !Inside cabinets and drawers are not included unless a Deep Clean is booked.
- !Exterior windows are not offered — interior windows only.
- !Inside oven, fridge, and microwave are separate add-ons and must be booked in advance.
- !We do not move heavy furniture. Surfaces accessible without moving large items will be cleaned.
- !Biohazard cleanup, hoarding situations, or extreme property conditions are outside our scope.
- !Pre-existing carpet stains are not our responsibility.
Not sure if something is included? Just ask! Email us at [email protected] before booking and we'll let you know.
Laundry Policy
Every load — wash, dry & fold included
- ✓Every laundry add-on includes washing, drying, and folding neatly.
- ✓You may provide your own detergent or we can use our eco-friendly option.
- !We are not responsible for shrinkage, colour bleeding, or damage caused by incorrect care labels or pre-existing garment conditions.
- iPlease flag any delicate items in your booking notes.
Right to Refuse Service
For the safety and wellbeing of our team
- !Klova reserves the right to refuse or cancel a clean if the property contains human or animal waste, extreme filth, pest infestations, or any unsafe conditions.
- !If our team arrives and determines the property conditions are beyond the scope of a standard clean, we reserve the right to leave without performing the service.
- !Hoarding situations, biohazard conditions, or properties with active pest infestations are outside our scope of service.
- iIf you're unsure whether your home qualifies, please reach out before booking at info@klovaco.ca — we're happy to help.
Privacy & Your Information
We respect your home and your data
- ✓Your personal information is used only to confirm and fulfill your booking. We do not sell or share your data with third parties.
- ✓All Klova cleaners are background-verified before entering your home.
- ✓Our team will never access areas of your home that are not part of your booking.
- iQuestions about your data? Email us at info@klovaco.ca.