Effective date: January 1, 2025
Last updated: June 7, 2026
1. WHO WE ARE
Purfect Shine, operating as Okanagan Home Cleaning, provides residential cleaning and, where agreed in writing, light commercial cleaning services in British Columbia.
Business name: Purfect Shine, operating as Okanagan Home Cleaning
Business and mailing address: #309 - 2200 Majoros Rd, Kelowna, BC, V4T 0B4
Phone: 250-470-8579
Email: contact@okhomecleaning.com
Website: https://www.okhomecleaning.com
2. ACCEPTANCE OF THESE TERMS
These Terms and Conditions apply when you request a quote, book a service, approve a booking, receive services, use our website, communicate with us, or pay an invoice.
By booking or using our services, you agree to these Terms and Conditions, the applicable booking confirmation, the applicable quote or invoice, our Privacy Policy, our Refund Policy, and any written service instructions agreed by us.
If there is a conflict between these Terms and a written quote or booking confirmation, the written quote or booking confirmation applies to the specific service, unless applicable law provides otherwise.
3. CUSTOMERS AND AUTHORIZED REPRESENTATIVES
You confirm that you are at least the age of majority in British Columbia and have authority to book services for the property.
If you book on behalf of another person, business, landlord, tenant, property owner, strata, realtor, or organization, you confirm that you are authorized to do so and to provide access instructions and personal information related to the booking.
4. SERVICE AREA
We provide services in Kelowna, BC and surrounding Okanagan communities within British Columbia, as confirmed during booking.
We may decline or cancel bookings outside our service area or where travel, parking, access, weather, or road conditions make service impractical or unsafe.
5. QUOTES AND ESTIMATES
Quotes are based on the information available at the time of quoting, such as home size, number of rooms, condition, requested tasks, frequency, pets, access, parking, and special instructions.
Unless clearly stated as a fixed price, quotes are estimates only. Final pricing may change if:
•    The property is larger than described
•    The condition requires more work than expected
•    Additional tasks are requested
•    Access is delayed
•    Utilities are unavailable
•    The home has heavy buildup, renovation dust, pet hair, smoke residue, grease, hard-water buildup, clutter, biohazards, pests, mould, or other conditions not disclosed
•    The service takes longer than expected
•    The requested scope changes
We will make reasonable efforts to notify you if pricing may change materially before continuing, where practical.
6. BOOKING CONFIRMATIONS AND CONTRACT INFORMATION
A booking is confirmed only when we accept it and provide confirmation by email, text, phone, booking platform, or invoice.
Your booking confirmation, quote, invoice, or service agreement should identify key terms such as:
•    Customer name
•    Service address
•    Supplier name and contact information
•    Service date or supply date
•    Expected service completion date or time window
•    Description of services
•    Price, hourly rate, package rate, or estimate
•    Applicable taxes or additional charges
•    Payment terms
•    Cancellation, refund, and re-clean terms
•    Any restrictions, limitations, or special conditions
For services booked online, by phone, by email, by text, or by fax, we may provide the contract or receipt electronically to the email address or other contact information you provide.
7. SUPPLY DATE
For a one-time cleaning, the supply date is the confirmed service date.
For recurring services, the supply dates are the scheduled service dates confirmed by us.
If a service is rescheduled by agreement, the new confirmed service date becomes the supply date for that appointment.
8. CLEANING SERVICES
Services may include general cleaning tasks such as dusting, wiping surfaces, vacuuming, mopping, bathroom cleaning, kitchen cleaning, garbage removal to on-site bins, and other tasks agreed in the booking.
The exact scope depends on the service type you book, such as:
•    Standard cleaning
•    Deep cleaning
•    Move-in or move-out cleaning
•    Post-renovation light cleaning
•    Recurring weekly, biweekly, or monthly cleaning
•    Add-on services
•    Commercial or office cleaning, where agreed
Services not expressly included in your booking are not included.
9. SERVICE EXCLUSIONS
Unless we expressly agree in writing, our services do not include:
•    Hazardous materials
•    Mould remediation
•    Pest infestation cleanup
•    Rodent or insect droppings
•    Human or animal bodily fluids
•    Needles, sharps, drugs, drug paraphernalia, or illegal substances
•    Fire, flood, sewage, or trauma cleanup
•    Hoarding cleanup
•    Heavy lifting or moving large furniture or appliances
•    Cleaning at unsafe heights
•    Exterior window cleaning
•    Carpet shampooing or steam cleaning
•    Chimney, duct, or HVAC cleaning
•    Biohazard, asbestos, lead, or hazardous dust cleanup
•    Cleaning inside fireplaces, ovens, fridges, or cabinets unless booked
•    Laundry, dishes, organizing, or decluttering unless booked
•    Childcare, elder care, pet care, or supervision
•    Handling firearms, weapons, cash, medications, personal documents, or valuables
•    Repairs, maintenance, plumbing, electrical, or handyman work
We may refuse or stop service if we encounter excluded items or unsafe conditions.
10. CUSTOMER RESPONSIBILITIES
You agree to:
•    Provide accurate booking information
•    Provide safe and lawful access to the property
•    Provide working electricity, hot water, running water, lighting, and plumbing
•    Provide safe parking or parking instructions
•    Ensure the property is safe for cleaning staff
•    Secure pets, valuables, fragile items, medications, firearms, confidential documents, cash, jewellery, and irreplaceable items
•    Identify fragile, damaged, valuable, or special-care surfaces or items before service
•    Identify surfaces requiring special products or methods
•    Disclose known hazards, including mould, pests, bodily fluids, renovation dust, unsafe flooring, exposed wiring, broken fixtures, aggressive animals, or security concerns
•    Ensure alarms, locks, gates, elevators, concierge desks, and access codes are ready for our arrival
•    Pay all amounts owing when due
11. ACCESS TO THE PROPERTY
You must provide access at the scheduled time. Access may be provided by you, a representative, a key, lockbox, concierge, building manager, keypad, garage code, smart lock, or another agreed method.
If we cannot access the property within 15 minutes of the scheduled arrival window, the appointment may be treated as a lockout or late cancellation.
A lockout or failed access may result in a fee disclosed in your booking confirmation, quote, invoice, or service agreement, unless prohibited by law or waived by us.
If you provide a key or access code, you authorize us to use it only for scheduled services and related access needs. You must notify us immediately if access details change.
12. KEYS, ALARMS, AND SECURITY SYSTEMS
If we hold keys or access information, we will take reasonable steps to keep them secure.
You are responsible for providing accurate alarm instructions and for ensuring we can safely arm or disarm the system if required.
We are not responsible for alarm fees, security dispatch fees, or access problems caused by incorrect, incomplete, expired, or changed instructions, unless caused by our negligence.
If we lose a key due to our negligence, our responsibility is limited to reasonable re-keying or replacement costs supported by receipts, unless applicable law requires otherwise.
13. PETS
Please tell us about pets before the appointment.
Pets must be secured where necessary for the safety of staff, contractors, customers, and animals. We may pause, reschedule, or stop service if a pet is aggressive, distressed, loose, blocking access, or creating unsafe conditions.
We are not responsible for pets escaping, hiding, being injured, or ingesting cleaning products where the customer failed to secure the pet or failed to disclose pet-related risks, except to the extent caused by our negligence.
14. HEALTH AND SAFETY
We may refuse, pause, reschedule, or stop service if we reasonably believe that conditions are unsafe, unhealthy, illegal, abusive, or outside our service scope.
Unsafe conditions may include:
•    Biohazards
•    Bodily fluids
•    Needles or sharps
•    Mould
•    Pest infestation
•    Sewage
•    Exposed wiring
•    Broken glass
•    Aggressive animals
•    Extreme clutter
•    Unsafe ladders or heights
•    Lack of utilities
•    Harassment, threats, or abusive conduct
•    Unsafe weather or road conditions
•    Hazardous chemicals or fumes
•    Any condition that creates a risk to staff, contractors, customers, animals, or property
If service is stopped due to undisclosed unsafe conditions, you may still be charged for time spent, travel, and any applicable cancellation or minimum fee, unless prohibited by law.
15. CLEANING PRODUCTS AND EQUIPMENT
Unless otherwise agreed, we provide standard cleaning products and equipment.
If you request that we use your products or equipment:
•    The products must be properly labelled and safe for the intended use
•    The products must be suitable for the surfaces to be cleaned
•    The equipment must be safe and in good working condition
•    Instructions must be provided before service
•    We may refuse to use any product or equipment we believe is unsafe or unsuitable
We are not responsible for damage caused by customer-supplied products or equipment where we used them according to your instructions and without negligence, unless applicable law requires otherwise.
16. SURFACES, STAINS, AND PRE-EXISTING CONDITIONS
Cleaning results depend on the condition, age, material, installation, maintenance, and prior cleaning history of surfaces and items.
We do not guarantee removal of:
•    Permanent stains
•    Rust
•    Hard-water buildup
•    Soap scum buildup
•    Grease buildup
•    Mineral deposits
•    Mould staining
•    Mildew staining
•    Smoke odours
•    Pet odours
•    Dye transfer
•    Scratches
•    Etching
•    Wear and tear
•    Discolouration
•    Damage caused by prior cleaning products or improper maintenance
You must identify delicate or special-care surfaces, including natural stone, marble, granite, quartz, wood, unsealed tile, brass, copper, antique finishes, painted surfaces, specialty flooring, custom fixtures, and high-value items.
17. SCHEDULING, ARRIVAL WINDOWS, AND DELAYS
We make reasonable efforts to arrive within the scheduled arrival window. Arrival times are estimates and may be affected by traffic, weather, road conditions, prior appointments, illness, staffing, parking, or emergencies.
We will try to notify you of significant delays. A delay does not automatically entitle you to a refund unless required by law or agreed by us.
18. CUSTOMER CANCELLATIONS AND RESCHEDULING
You may cancel or reschedule by contacting us at contact@okhomecleaning.com or 250-470-8579.
Unless a different notice period is disclosed in your booking confirmation, quote, invoice, or service agreement, our standard cancellation policy is:
•    More than 48 hours before service: no cancellation fee.
•    Less than 48 hours before service: a cancellation fee may apply if disclosed in advance.
•    Same-day cancellation, lockout, or denied access: a cancellation or lockout fee may apply if disclosed in advance.
•    Recurring customers who repeatedly cancel or skip appointments may lose recurring pricing.
Any cancellation fee must be reasonable, disclosed in advance, and subject to applicable consumer protection rights.
19. CANCELLATION BY US
We may cancel or reschedule a service due to:
•    Staff illness or emergency
•    Unsafe conditions
•    Weather or road conditions
•    Vehicle issues
•    Lack of access
•    Incomplete or inaccurate booking information
•    Unpaid invoices
•    Service requests outside our scope
•    Harassment, threats, discrimination, or abusive conduct
•    Any other reasonable operational or safety issue
If we cancel before starting service and you prepaid, we will either reschedule or refund the prepaid amount for the service not provided, unless the cancellation was due to your breach of these Terms and a lawful fee applies.
20. RECURRING SERVICES
Recurring services may be scheduled weekly, biweekly, monthly, or on another agreed schedule.
Recurring pricing is based on regular attendance and a maintained level of cleanliness. If recurring service is skipped, paused, or cancelled, the next cleaning may take longer and may be charged at a higher rate.
You may cancel recurring service by giving 48 hours’ notice. Any already scheduled appointment within the late-cancellation window may still be subject to the cancellation policy, unless prohibited by law.
We may adjust recurring pricing with reasonable notice based on changes to scope, home condition, frequency, labour costs, travel, taxes, or business costs. If you do not agree to the new price, you may cancel future services.
21. PRICES, TAXES, AND PAYMENT
Prices are in Canadian dollars unless otherwise stated.
You agree to pay all amounts shown on the quote, booking confirmation, invoice, or service agreement, plus applicable taxes and approved additional charges.
Payment is due upon receipt of invoice unless otherwise agreed in writing.
We may require a deposit, prepayment, or payment method on file for certain services, including move-in or move-out cleans, deep cleans, first-time cleans, large jobs, commercial jobs, or recurring services.
22. LATE PAYMENTS
Late invoices may be subject to:
•    Interest at the rate disclosed on the invoice or the maximum rate permitted by law, whichever is lower
•    NSF or returned-payment fees disclosed in advance
•    Suspension of future services
•    Collection costs, where permitted by law
•    Legal action to recover unpaid amounts
We may apply payments first to older unpaid amounts, then to newer invoices, unless prohibited by law.
23. TIPS
Tips are optional. Tips may be paid directly to cleaners or through our payment system where available. Tips are not required to receive quality service.
24. SATISFACTION GUARANTEE
We want you to be satisfied with our service. If you are not satisfied, contact us within 48 hours after service and describe the issue with photos where possible.
If the issue relates to work included in the booked scope, we may, at our option:
•    Return to re-clean the missed area
•    Provide a partial credit
•    Provide a partial refund
•    Offer another reasonable solution
Re-clean requests must relate to the agreed scope of work. We may decline a re-clean or refund request if:
•    The issue was not included in the booked service
•    The issue was caused after we left
•    The condition was permanent or pre-existing
•    Access is not provided for inspection or re-cleaning
•    The request is made outside the reporting period
•    The area was not reasonably cleanable within the booked time
•    The customer limited the time, products, access, or method needed
•    The claim is unsupported or unreasonable
This satisfaction process does not limit any non-waivable legal rights.
25. DAMAGE CLAIMS
Please report damage concerns within 48 hours after service. Include a description, photos, and any relevant receipts or repair estimates.
We may inspect the item or area, request more information, involve our insurer, offer repair, offer replacement, provide a credit, or provide another reasonable resolution.
We are not responsible for:
•    Pre-existing damage
•    Normal wear and tear
•    Improper installation
•    Loose fixtures
•    Items not secured by the customer
•    Fragile items not disclosed before service
•    Damage caused by customer-supplied products or equipment, unless caused by our negligence
•    Damage caused by pets, other contractors, household members, tenants, guests, or third parties
•    Damage caused by surfaces or items that were already worn, deteriorated, sun-damaged, water-damaged, unstable, or improperly maintained
Our liability for proven damage is limited to reasonable repair cost, reasonable replacement cost, or fair market value, unless applicable law requires otherwise. Sentimental, emotional, or special value is not included unless required by law.
26. LIMITATION OF LIABILITY
To the maximum extent permitted by law, our total liability for any claim related to a service is limited to the amount paid for the specific service giving rise to the claim.
We are not liable for indirect, incidental, special, consequential, punitive, or loss-of-use damages, including lost profits, lost opportunity, business interruption, emotional distress, or inconvenience, except where such limitation is not permitted by law.
Nothing in these Terms limits liability that cannot legally be limited, including liability for fraud, wilful misconduct, or any non-waivable statutory right.
27. CUSTOMER INDEMNITY
You agree to indemnify and hold us harmless from claims, costs, losses, damages, and expenses arising from:
•    Unsafe property conditions
•    Inaccurate or incomplete access instructions
•    Failure to disclose hazards
•    Customer-supplied products or equipment
•    Pets or animals
•    Unauthorized booking of a property
•    Harassment, threats, or unlawful conduct
•    Your breach of these Terms
This indemnity applies only to the extent permitted by law.
28. STAFF AND CONTRACTOR NON-SOLICITATION
Our staff and contractors are important to our business. You agree not to directly solicit, hire, or contract with our staff or contractors to provide cleaning services outside Okanagan Home Cleaning without our written consent.
If you wish to hire someone introduced through us, contact us first so we can discuss an appropriate arrangement. This section applies only to the extent permitted by law.
29. REVIEWS AND TESTIMONIALS
You may post honest reviews about our services. These Terms do not prevent you from posting a review, joining a class proceeding, or exercising any legal right.
If you provide a testimonial directly to us, you give us permission to use it in our marketing unless you tell us otherwise. We will not publish your full name, address, or identifying home details without permission.
30. PHOTOS AND MARKETING
We will not use photos of your home, business, belongings, pets, family, or identifying details for marketing or social media without your express permission.
If you give permission, you may withdraw it for future use by contacting us. Withdrawal will not affect materials already printed, published, or used before we received your withdrawal request, unless otherwise required by law.
31. WEBSITE USE
You may use our website for lawful personal or business purposes related to learning about or booking our services.
You must not:
•    Attempt to interfere with the website
•    Upload malicious code
•    Use the website for fraud
•    Copy website content for commercial use without permission
•    Misrepresent your identity
•    Submit false or misleading information
Website content is provided for general information and may change without notice.
32. INTELLECTUAL PROPERTY
Our name, logo, website content, service checklists, text, graphics, forms, photos, and other materials are owned by us or our licensors and may not be copied, reproduced, or used without permission, except for personal use related to our services.
33. PRIVACY
Your use of our services is subject to our Privacy Policy. By using our services, you agree that we may collect, use, disclose, retain, and protect personal information as described in the Privacy Policy.
34. FORCE MAJEURE
We are not responsible for delay or failure to perform caused by events beyond our reasonable control, including severe weather, road closures, accidents, illness, labour shortages, power outages, water outages, natural disasters, public health events, government orders, supply shortages, or emergencies.
35. DISPUTE RESOLUTION
If you have a concern, please contact us first so we can try to resolve it.
Contact: contact@okhomecleaning.com or 250-470-8579
We may attempt to resolve disputes through good-faith discussion, customer support, re-cleaning, credit, refund, insurer involvement, or another reasonable solution.
Nothing in these Terms requires a consumer to use mandatory arbitration or another mandatory dispute resolution process before a dispute arises. Nothing in these Terms prevents a consumer from starting or joining a class proceeding where permitted by law.
36. GOVERNING LAW
These Terms are governed by the laws of British Columbia and the applicable laws of Canada.
Subject to any rights you may have under consumer protection law, the courts or tribunals of British Columbia will have jurisdiction over disputes related to these Terms or our services.
37. CONSUMER RIGHTS
Nothing in these Terms limits, excludes, or waives any rights you have under applicable consumer protection, privacy, accessibility, human rights, employment, health and safety, or other laws.
If any part of these Terms conflicts with a non-waivable legal right, the legal right applies.
38. CHANGES TO THESE TERMS
We may update these Terms from time to time. Updated Terms will be posted on our website or provided on request.
The Terms in effect when you book a service apply to that service, unless you agree otherwise or applicable law requires otherwise.
39. SEVERABILITY
If any part of these Terms is found invalid, unlawful, or unenforceable, the rest of the Terms remain in effect to the maximum extent permitted by law.
40. CONTACT
Purfect Shine, operating as Okanagan Home Cleaning
Contact person: Alina Bohomolova
Email: contact@okhomecleaning.com
Phone: 250-470-8579
Mailing address: #309 - 2200 Majoros Rd, Kelowna, BC, V4T 0B4
Website: https://www.okhomecleaning.com