Terms of Service

1. Agreement

These terms apply when you request a quote, book a clean, hold an account, or take part in the partnership programme with The-Helper Cleaning in Prince George, BC. By submitting a quote or booking you accept them.

2. Quotes and price review

The calculator gives us an estimate, not a final price. Your final price stays hidden until a real person reviews your details and releases it — we then email it to you together with these terms and our service policies.

You approve the released price in your account before booking details are confirmed. A released price is valid for 30 days. If the home differs materially from what was described (size, condition, occupancy, pets, hoarding or biohazard conditions), we will re-quote before starting.

3. Bookings, access and cleaning day

You choose a service date and arrival window. Windows are two hours wide because travel and job length vary; we message you when your helper is on the way.

For safety and insurance reasons cleans are performed in a vacant home. Staying home during your clean is not permitted unless an administrator has enabled that exception on your account.

• Provide safe, legal access — key, lockbox or code stored in your account.
• Secure pets and remove valuables, cash and medication before the visit.
• If we cannot get in, a lockout fee applies (see cancellations below).
• We do not move heavy furniture, use ladders above two steps, or handle mould, biohazards, or pest infestations.

4. Payments and automatic billing

Payment is processed by our PCI-compliant payment provider; we never store your card number. Your card is authorised at booking and charged after the clean is completed. A receipt is emailed and stored in your account.

Recurring plans (weekly, bi-weekly, monthly) bill automatically on the same schedule as your visits until you pause or cancel the plan in your account. Standard home cleans are recurring only — one-time service is not offered for that plan.

Prices are in Canadian dollars and exclude applicable taxes, which are shown at checkout. Failed payments are retried; accounts more than 14 days overdue may be paused.

5. Cancellations, reschedules and lockouts

Reschedule or cancel free of charge more than 24 hours before your arrival window. Inside 24 hours a late-cancellation fee applies. If our helper arrives and cannot access the home, a lockout fee applies as a percentage of the service price.

Current fee amounts are published on our rules and policies page and in your account, and are set by an administrator.

6. 48-hour happiness guarantee

Tell us within 48 hours of your clean and we will return and re-clean the areas in question at no charge. If you are still not satisfied, we refund that portion of the service. The guarantee covers workmanship, not new mess made after we leave.

7. Accounts and acceptable use

You are responsible for keeping your login secure and for the accuracy of the details in your profile, including access instructions. Client, helper, admin and partner roles are granted by us and give different levels of access. Do not attempt to access records that are not yours, scrape the site, or misuse our forms.

8. Partnership and franchising

Partner accounts are granted after application and approval. Partners agree to submit monthly KPIs by the published deadline, follow the operations and training manual, sign the manual acknowledgement, use only the marketing materials released to their tier, and keep all resources confidential.

Resources are licensed for use inside the approved territory only. Royalty terms, territory rights and termination conditions are set out in the signed partnership agreement, which prevails over these terms where they differ.

9. Liability

We are bonded and insured. If we damage something, tell us within 48 hours and we will repair, replace or reimburse the item at fair market value. We are not liable for pre-existing damage, normal wear, items left in an unsafe position, or indirect losses. Our total liability for any claim is limited to the amount you paid for the affected service.

10. Governing law and changes

These terms are governed by the laws of British Columbia, Canada. We may update them; the current version always lives on this page and account holders are emailed about material changes. Questions? Email youare@the-helper.ca or call (250) 981-5010. Last updated February 2026.