These Terms of Service govern your use of the HomeKeep website, residential cleaning booking flow, and account. By booking a clean or creating an account, you agree to these terms.
How We Work
We value your home. We also value our providers. Every cleaner working through HomeKeep has the right to feel safe on a job and can decline work that exposes them to hazards, biohazards, hostile occupants or guests, unsafe access, lack of running water, pest infestations, or illegal substances on the premises. They can stop work mid-clean if conditions change. We back them when they do, and we'll work with you to reschedule or refund as appropriate.
Recurring Cleaning
- Available recurring frequencies, discounts, and prices are shown before you submit a booking.
- You can review recurring visits and their status from your account.
- Contact HomeKeep support if you need to change or end a recurring schedule.
Service Delivery
- Services are performed by cleaners whose required provider setup has been reviewed and activated by HomeKeep.
- We schedule services during your preferred time windows when possible.
- If eligible cleaning work was missed, contact HomeKeep within 24 hours so we can review a re-clean.
- Cleaning availability varies by date and service area within Metro Vancouver.
Payment
- The booking flow displays the cleaning price and applicable taxes before you submit payment.
- Payment details are processed by Stripe. HomeKeep does not store your full card number.
- Prices are in Canadian dollars (CAD).
Recurring Schedule Changes & Refunds
- The visit cancellation and rescheduling rules below apply to scheduled recurring visits.
- Ending a recurring schedule does not cancel a visit that is already inside the cancellation window.
- Referral credits are non-refundable and non-transferable.
Visit Cancellations & Rescheduling
- Free cancellation up to 24 hours before the scheduled visit.
- 24 to 12 hours before: 50% of the booking total is charged, the cleaner has already blocked the window.
- Under 12 hours or same-day cancellation: 100% of the booking total is charged (the cleaner has already blocked the window).
- No-access on arrival (the cleaner shows up and can't get in): 50%, half covers their trip, half is returned because no work happened.
- Reschedules follow the same notice rules, moving the date 24 hours or more out is free; closer than that, the same percentages apply.
- HomeKeep may cancel and refund a visit in full if no cleaner can be matched.
Scope Overruns (“Too Dirty”)
Our starting prices assume standard, lived-in condition, not biohazard. If the cleaner arrives and the property is meaningfully outside the SKU you booked (heavy mold, hoarding, post-construction dust, blood or bodily fluids, pest infestation), they will message you with a photo and three options:
- Accept a re-quote, extra hours billed at a fair hourly rate, agreed in writing via the app before work continues.
- Downgrade the scope, for example, clean two rooms instead of the whole unit at the same price.
- Cancel on the spot, a 50% charge applies to cover travel and the lost slot.
The cleaner will not leave silently and will not charge you extra without your consent in the app.
If the property presents unsafe working conditions (electrical hazards, structural risk, pest infestation, biohazard, hostile occupants or guests, no running water), the cleaner can stop work and we will work with you on a 50% credit or reschedule. Abuse of any kind, verbal, physical, or otherwise, is never tolerated; the cleaner will leave and the visit is forfeit (100% charge).
Abuse and Safety
Cleaners reserve the right to feel safe on a job and can decline or stop work that exposes them to abuse, harassment, or hazardous conditions. We back them when they do.
Price Changes
- Starting prices may change with 14 days' notice, sent in-app and by email.
- A price change does not alter a cleaning that is already booked at a quoted price.
Limitation of Liability
HomeKeep coordinates residential cleaning visits. To the maximum extent permitted by law, HomeKeep's total liability is limited to the amount paid for the booking related to the claim.
Contact
Questions? Email us at support@home-keep.ca.