Fine print that puts you first.

Services

MTR Cleaning Group provides residential, commercial, move-in/move-out, post-construction, recurring, deep cleaning, and specialty cleaning services as agreed upon during booking.

All services are performed according to the approved estimate, quote, proposal, work order, service agreement, or booking confirmation. Services requested outside the agreed scope may result in additional charges.

Inside-cabinet cleaning is included only in Move-In/Move-Out and Post-Construction cleaning. For these services, clients are responsible for emptying cabinets before the cleaning and putting their contents back afterward. Cabinets that have not been emptied will be cleaned on the outside only.

Where a written quote, proposal, or service agreement conflicts with these policies, the written document applies.

Estimates and Pricing

All estimates are based on information available at the time of quoting. Final pricing may be adjusted if:

• Property conditions differ materially from those described;
• Additional cleaning time or services are required;
• Access restrictions create delays;
• Unexpected conditions require additional labour, equipment, or resources; or
• Health and safety concerns necessitate changes to the scope of work.

Whenever reasonably possible, clients will be informed of pricing adjustments before additional work proceeds. MTR Cleaning Group will obtain the client's approval before charging more than 10% above the quoted price.

Scheduling and Arrival Times

Appointment times are estimated service windows only.

Delays may occur due to traffic, weather, emergencies, equipment failures, staff shortages, or extended work at earlier appointments. MTR Cleaning Group will make reasonable efforts to communicate delays when practical.

Cancellation and Rescheduling

MTR Cleaning Group currently does not charge cancellation or rescheduling fees.

Clients are asked to provide as much notice as possible when cancelling or rescheduling an appointment.

For online bookings, payment information is securely saved by our payment processor, Stripe, at the time of booking; no charge is made when the booking is created. If a booking is cancelled before service is performed, the card on file will not be charged.

Repeated last-minute cancellations, excessive rescheduling requests, no-shows, or lockouts (where our team cannot access the property at the scheduled time) may result in refusal of future service.

Recurring Services

Recurring cleaning plans (weekly, bi-weekly, or monthly) continue until paused or cancelled by the client or MTR Cleaning Group.

Clients may pause or cancel a recurring plan at any time by contacting info@mtrcleaninggroup.ca, ideally before the next scheduled visit.

Recurring discounts apply while the plan remains active, starting with the second cleaning visit.

MTR Cleaning Group may change recurring prices with at least 14 days' written notice. New prices apply only to visits after the notice period.

Promotions and Discount Codes

Promotions and discount codes cannot be combined unless stated, have no cash value, apply to one booking each unless stated, and may be changed or ended at any time. A discount does not change any other part of these policies.

Property Access

Clients are responsible for providing safe and timely access to the property, including:

• Keys;
• Lockboxes;
• Access codes;
• Building entry permissions;
• Parking arrangements;
• Elevator access;
• Alarm instructions; and
• Any other information necessary to enter and perform the service.

If access cannot be obtained at the scheduled time, service may be delayed, shortened, or rescheduled.

Keys, fobs, and access codes provided to MTR Cleaning Group are used only to perform the client's service, are kept securely, and are returned or deleted when service ends or when the client asks.

Client Responsibilities

To help ensure effective service, clients should:

• Remove excessive clutter where possible;
• Secure valuables and important documents;
• Identify fragile or delicate items;
• Disclose known hazards or safety concerns; and
• Ensure work areas are reasonably accessible.

MTR Cleaning Group is not responsible for unsecured valuables or items of extraordinary value.

Pet Policy

Clients are responsible for ensuring pets are appropriately secured where necessary for the safety of the pets and cleaning personnel.

MTR Cleaning Group is not responsible for escaped animals, aggressive animal incidents, injuries caused by pets, or service interruptions resulting from animal behaviour.

Workplace Safety & Respectful Workplace

The health, safety, and well-being of our employees, contractors, clients, and visitors are a top priority.

Services may be suspended or terminated if conditions present a safety risk, including but not limited to:

• Aggressive or uncontrolled animals;
• Structural hazards;
• Unsanitary or dangerous conditions;
• Threatening behaviour;
• Illegal activity;
• Unsafe environmental conditions; or
• Any circumstance that places workers at risk.

Our team members, including employees and contractors, may leave a worksite immediately where safety concerns exist.

MTR Cleaning Group maintains zero tolerance for harassment, discrimination, bullying, intimidation, threats, violence, or verbal abuse toward team members. Services may be terminated immediately if such conduct occurs.

Hazardous Materials

Unless specifically agreed to in writing, MTR Cleaning Group does not provide:

• Mold remediation;
• Asbestos removal;
• Biohazard cleaning;
• Crime scene cleaning;
• Medical waste disposal;
• Drug contamination cleanup; or
• Chemical spill remediation.

If hazardous materials are discovered during service, work may be suspended until the issue has been properly addressed.

Client-Supplied Products and Equipment

Where clients request the use of their own cleaning products or equipment, MTR Cleaning Group assumes no responsibility for:

• Product defects;
• Equipment failures;
• Adverse chemical reactions;
• Surface damage; or
• Performance issues resulting from such products or equipment.

Photography, Documentation & Security Cameras

MTR Cleaning Group may take photographs before, during, or after service for:

• Quality assurance;
• Training;
• Insurance purposes;
• Service verification; and
• Dispute resolution.

Photographs are stored securely, are accessible only to MTR Cleaning Group and its team, and are deleted when no longer needed for these purposes. Photographs containing identifiable client information will not be used publicly without consent.

Clients acknowledge that staff may be recorded by security cameras, doorbell cameras, or surveillance systems located on the property. Any recording must comply with applicable laws.

Damage Claims

Any claim for property damage must be reported within 48 hours of service completion, with photos where possible.

MTR Cleaning Group must be given a reasonable opportunity to inspect the damage before any repair or replacement. MTR Cleaning Group is not responsible for repairs or replacements arranged before inspection, except where urgent action is needed to prevent further damage.

MTR Cleaning Group is not responsible for:

• Pre-existing damage;
• Normal wear and tear;
• Manufacturer defects;
• Improper installation;
• Age-related deterioration; or
• Hidden defects that become apparent during normal cleaning activities.

Satisfaction Guarantee

Client satisfaction is important to us.

Concerns regarding service quality must be reported within 24 hours of service completion.

Where appropriate, MTR Cleaning Group may offer:

• Corrective cleaning;
• Service credits; or
• Another reasonable resolution.

The satisfaction guarantee does not apply to:

• Pre-existing conditions;
• Permanent staining;
• Issues outside the agreed scope of work;
• Conditions arising after completion of service; or
• Requests reported outside the applicable reporting period.

Refund Policy

Due to the nature of cleaning services, refunds are generally not provided once services have been completed.

If a client is dissatisfied with a service, they must notify MTR Cleaning Group within 24 hours of service completion. After reviewing the concern, MTR Cleaning Group may, at its discretion, offer corrective cleaning, a service credit, a partial refund, or another reasonable resolution.

Refunds will not be issued for:

• Conditions disclosed before service;
• Pre-existing damage;
• Permanent staining;
• Areas outside the agreed scope of work;
• Conditions arising after service completion; or
• Concerns reported outside the required reporting period.

Any approved refund will be issued to the original payment method where reasonably possible.

Payment Terms

Online Bookings

When a booking is made through our website, payment information is securely saved by our payment processor, Stripe. No charge is made at the time of booking.

By booking online, the client authorizes MTR Cleaning Group to charge the saved card after the cleaning service has been completed, for the final amount due: the quoted price plus any adjustment made under Estimates and Pricing, and applicable taxes (HST).

The final amount will normally match the quoted price and may change only in the circumstances described under Estimates and Pricing.

If a payment cannot be processed, the outstanding balance remains due and payable through another payment method approved by MTR Cleaning Group.

If a client has a concern about a charge, we ask that they contact info@mtrcleaninggroup.ca first so we can resolve it quickly.

Invoiced Services

Invoices are payable according to the terms stated on the invoice. Payments may be made through the secure payment link provided on the invoice or by another payment method approved by MTR Cleaning Group.

Late accounts may result in suspension of services, collection activity, administrative recovery costs where permitted by law, or legal action.

Insurance & Limitation of Liability

MTR Cleaning Group maintains commercial liability insurance appropriate to its operations. Proof of insurance may be provided upon request.

To the maximum extent permitted by law, MTR Cleaning Group shall not be liable for any indirect, incidental, consequential, special, punitive, or economic damages.

Any proven liability shall generally be limited to the value of the affected service unless otherwise required by law.

Right to Refuse Service

MTR Cleaning Group reserves the right to refuse, suspend, or terminate service where:

• Safety concerns exist;
• Payment obligations have not been met;
• Material information has been misrepresented;
• Illegal activity is suspected; or
• Company policies have been violated.

Changes to These Policies

MTR Cleaning Group may update these policies from time to time. The version posted on our website when a booking is made applies to that booking. Recurring clients will be notified of material changes.

Your Rights and Severability

Nothing in these policies limits any rights a client has under the Ontario Consumer Protection Act or other applicable law.

If any part of these policies is found to be invalid or unenforceable, the remaining parts continue in full effect.

Governing Law

These policies are governed by the laws of Ontario and the applicable laws of Canada.

Our Commitment

MTR Cleaning Group respects your privacy and is committed to protecting personal information in accordance with applicable Canadian privacy legislation.

Information We Collect

We may collect:

• Name;
• Address;
• Telephone number;
• Email address;
• Appointment details;
• Service history;
• Property access information; and
• Website usage information.

Payment information is collected and processed securely through Stripe. MTR Cleaning Group does not view, receive, or store complete credit card numbers.

How We Use Information

Information may be used to:

• Provide requested services;
• Schedule appointments;
• Process payments;
• Communicate with clients;
• Improve services;
• Respond to inquiries; and
• Meet legal and regulatory obligations.

Marketing Communications

We send service updates, promotions, or marketing communications only to clients and to people who have agreed to receive them.

Recipients may unsubscribe at any time using the unsubscribe link included in those communications.

Information Sharing

We do not sell personal information.

Information may be shared with:

• Payment processors;
• Scheduling and business software providers;
• Professional advisors;
• Insurance providers; and
• Government authorities where required by law.

For online bookings and payments, payment information is entered directly into Stripe's secure payment system. MTR Cleaning Group does not receive or store complete payment card information.

Some of our service providers, such as payment, website hosting, and email providers, may store or process information outside Canada, including in the United States, where it may be subject to the laws of those countries.

Cookies, Security & Retention

Our website may use cookies, analytics tools, and similar technologies to improve website performance and understand visitor activity.

Reasonable safeguards are maintained to protect personal information; however, no online system can be guaranteed to be completely secure.

Personal information is retained only as long as reasonably necessary for business, legal, or regulatory purposes.

Privacy Contact

Requests regarding access to, correction of, or questions about personal information may be sent to: info@mtrcleaninggroup.ca

Using This Website

By accessing and using this website, you agree to these Terms of Use.

Website Content

Information on this website is provided for general informational purposes only.

While reasonable efforts are made to maintain accurate information, MTR Cleaning Group makes no representations or warranties regarding completeness, accuracy, reliability, or timeliness.

The content provided does not constitute legal, financial, professional, or technical advice. Use of this website is at your own risk.

Intellectual Property

All website content, including logos, branding, text, graphics, images, service descriptions, and design elements, is the property of MTR Cleaning Group unless otherwise stated.

Acceptable Use

Users may not:

• Interfere with website operation;
• Attempt unauthorized access to systems;
• Upload malicious software;
• Violate applicable laws; or
• Reproduce or misuse website content without permission.

Third-Party Links

Links to third-party websites are provided solely for convenience.

MTR Cleaning Group is not responsible for the content, services, products, or privacy practices of external websites.

Limitation of Liability

MTR Cleaning Group is not liable for losses or damages arising from website interruptions, technical failures, viruses, errors, reliance on website content, or third-party websites.

Governing Law

These Terms of Use are governed by the laws of Ontario and the applicable laws of Canada.

Who These Terms Apply To

These terms apply to commercial, industrial, office, retail, condominium, construction, warehouse, and property management clients.

Scope of Services & Site Access

Services are limited to those identified in the applicable proposal, quotation, work order, service agreement, or approved scope of work.

Commercial clients are responsible for providing timely site access, security credentials, parking arrangements, alarm instructions, utility access, and all information necessary to perform services.

Client Safety Responsibilities

Commercial clients must disclose known workplace hazards, restricted access areas, active construction, hazardous substances, security risks, workplace violence concerns, or any other condition that may affect worker safety.

Failure to disclose such information may result in suspension or termination of service.

Confidentiality

MTR Cleaning Group will take reasonable steps to protect confidential business information obtained while performing services.

Damage, Insurance & Liability

Property damage claims must be reported within 48 hours of service completion.

MTR Cleaning Group maintains commercial liability insurance appropriate for its operations.

Liability shall be governed by the Insurance & Limitation of Liability provisions contained within these policies.

Termination

Services may be suspended or terminated immediately where safety concerns exist, invoices or other payment obligations remain unpaid, company policies are violated, or illegal activity is observed or reasonably suspected.

Our Commitment

MTR Cleaning Group is committed to providing services that respect the dignity, independence, integration, and equal opportunity of persons with disabilities.

We strive to:

• Provide accessible customer service;
• Offer information in accessible formats where reasonably possible;
• Welcome support persons;
• Respect service animals;
• Encourage accessibility feedback; and
• Continuously improve accessibility practices.

Feedback

If you encounter an accessibility barrier, please contact: info@mtrcleaninggroup.ca

Our Commitment

At MTR Cleaning Group, safety is a core value.

We are committed to maintaining a safe and healthy environment for employees, contractors, clients, and visitors.

Safety Objectives

Our objectives include:

• Safe work procedures;
• Ongoing training;
• Appropriate personal protective equipment (PPE);
• Safe chemical handling;
• Workplace violence and harassment prevention;
• WHMIS awareness;
• Incident reporting;
• Emergency preparedness; and
• Continuous safety improvement.

Worker Rights

Employees and contractors are encouraged to report unsafe conditions immediately and may refuse unsafe work where permitted by applicable workplace health and safety laws.

Shared Responsibility

Maintaining a safe workplace is a shared responsibility among MTR Cleaning Group, its workers, contractors, clients, suppliers, and visitors.