Acceptance and eligibility
By using Orla’s website, requesting an estimate, or confirming a cleaning appointment, you agree to these Terms, the approved estimate and scope, and the Booking Policy in effect at that time.
You must be at least 18 years old and have authority to request and approve service at the property. If you book on behalf of another person or organization, you confirm that you are authorized to do so.
Using the website
- Use the website only for lawful purposes related to Orla’s services
- Provide accurate identity, property, access, service, and payment information
- Do not interfere with website security, accounts, availability, or other customers
- Do not scrape, copy, resell, or misuse protected content, customer information, or internal tools
Estimates, bookings, and payment
An estimate reflects the property details, condition, scope, frequency, add-ons, photos, access information, and other facts you supply or confirm.
If the property differs materially from the supplied information, Orla may revise the scope, price, duration, appointment type, or ability to proceed. Additional paid work requires your approval before it is performed.
No amount is charged when you request an estimate. Eligible confirmed appointments may require a payment method to be saved securely through Stripe. The approved service total is charged after the cleaning is completed unless another arrangement is confirmed in writing.
Service acceptance and availability
Submitting a request does not guarantee acceptance. A booking becomes confirmed only after the required information, policy acceptance, availability checks, card-saving step when applicable, and final reservation checks are completed.
Orla may decline or stop work involving unsafe access, biohazards, harassment, aggressive animals, undisclosed remediation, illegal conditions, severe property risk, or services outside the approved scope.
Your responsibilities
- Provide safe, lawful, and timely entry with working water and electricity unless otherwise agreed
- Secure valuables, sensitive documents, weapons, medication, and irreplaceable items
- Disclose pets, alarms, cameras, hazards, fragile surfaces, existing damage, and product restrictions
- Remove clutter or belongings that block agreed cleaning areas unless organizing is separately approved
- Review the estimate, scope, policies, and appointment details before confirming
Safe and respectful service environment
Orla may decline, pause, or stop work when the property, requested task, person, animal, or surrounding activity creates an unsafe, unlawful, abusive, threatening, or unreasonable working condition.
The property must have safe access, working water and electricity, and a reasonable indoor temperature. Active pest infestations, biohazards, severe mould, sewage, drug residue, needles, aggressive animals, or similar hazards are outside Orla’s supported service.
Results and property condition
Orla performs the confirmed cleaning scope with reasonable care and to a reasonably acceptable professional standard. Cleaning cannot guarantee removal of permanent stains, material damage, wear, etching, discolouration, mould, odour, restoration issues, or conditions requiring a specialist.
A concern about a missed item in the confirmed scope should be reported within 24 hours under the Booking Policy so Orla can review and, when appropriate, arrange a reasonable re-clean.
Orla personnel and direct hiring
Orla invests in recruiting, screening, onboarding, training, scheduling, and supporting the people who provide its services. During active service and for 12 months after the last completed Orla appointment at your property, you agree not to knowingly solicit, recruit, or directly engage an Orla employee or contractor who was introduced to you through Orla to provide substantially similar cleaning services outside Orla without Orla’s prior written consent.
If you directly engage that person in breach of this section, you agree to pay Orla a conversion fee of $2,500 plus HST within 15 days of invoice. The fee is intended as a reasonable pre-estimate of Orla’s recruitment, screening, onboarding, training, scheduling disruption, customer acquisition, and lost-margin costs, and is not intended as a penalty.
This section does not apply to a relationship you can show existed before Orla introduced the person, or to hiring through a general public job posting that was not directed at Orla personnel. Orla may waive the restriction or agree to different terms in writing.
Service communications and SMS
When you provide a mobile number, Orla may send service-related text messages about an inquiry, estimate, booking confirmation, reminder, access issue, schedule change, payment, or customer-support request. Promotional messages are sent only when you separately consent where required.
Message frequency varies. Message and data rates may apply. Reply STOP to opt out of non-essential text messages or HELP for assistance. Opting out may require important booking information to be provided by phone or email instead.
Orla does not sell your mobile number or SMS consent. Information may be shared with communications providers only as reasonably needed to deliver messages and operate the service.
Website content and third-party services
The Orla name, visual identity, original website copy, graphics, tools, and resources are owned by Orla or used with permission. They may not be reproduced or commercially exploited without authorization.
The website uses or links to third-party services such as hosting, maps, payment processing, communications, and social platforms. Those providers operate under their own terms and may change independently of Orla.
Website photographs and other visuals may be representative or illustrative and do not necessarily show an Orla employee, an Orla-completed property, or the exact result available in every home.
Liability and consumer rights
Nothing in these Terms limits a right or remedy that cannot legally be limited under Ontario’s Consumer Protection Act or other applicable law.
To the maximum extent permitted by law, Orla is not responsible for indirect or consequential loss arising from website interruption, third-party services, undisclosed property conditions, inaccurate booking information, or work outside the confirmed scope. Any claim relating to cleaning services remains subject to the facts, the approved scope, and applicable law.
Changes, severability, Ontario law, and contact
Orla may update these Terms by posting a revised version and effective date. The version accepted when a booking is confirmed applies to that appointment unless the parties agree otherwise.
These Terms are governed by the laws of Ontario and applicable laws of Canada. If one provision is not enforceable, the remaining provisions continue to apply to the extent permitted by law.
Questions or requests can be sent to hello@orlaclean.ca or discussed by calling (289) 816-6752.