Service policy

The rules, in plain words.

Name: Shineology Home Cleaning
Address: Ottawa, ON, CA
Telephone: 343-500-2280
Price range: $$

This is the whole agreement. We wrote it to be read, not to hide behind. Last updated September 2026.

1. Who we are

Shineology Home Cleaning ("Shineology", "we") arranges residential cleaning in Ottawa, Kanata, Barrhaven, Nepean, Orléans and Gatineau. Cleaners are independent professionals working with Shineology, not employees. Every cleaner has passed a police record check and is covered by our liability insurance while working in your home.

Bookings are made online or by phone and confirmed by email. Your booking isn't final until you receive that confirmation.
Prices are based on the bedrooms, bathrooms, size and extras you enter. If the home is materially different from what was entered, we'll tell you before starting and agree a revised price. We don't adjust after the fact.
A card is added to your account by secure link after booking. It is charged after the clean is completed. HST (or GST + QST for Quebec addresses) is added to the listed price.
Recurring plans have no contract. Pause, skip or cancel from your confirmation email or by phone.

Cancel or reschedule free of charge up to 24 hours before the scheduled arrival window.
Less than 24 hours' notice: 50% of the booked price.
Same-day cancellation, or a cleaner who arrives and can't get in: 100% of the booked price. Your cleaner has already given up that time.
If we cancel on you — weather, illness — you owe nothing, and your next clean is 15% off.

Access: be home, leave a key, share a lockbox code, or notify a concierge. Put it in the booking notes.
Floors and surfaces clear of clothes and clutter, so we're cleaning rather than tidying. Light organizing is available as an extra.
Pets secured if they'd rather not meet a vacuum.
Working water and electricity, and a heads-up about anything fragile or unusual.

If anything on the checklist was missed, tell us within 24 hours of the clean. We'll come back and re-do those areas at no charge. No form, no argument.
The guarantee covers the scope that was booked. Areas not on the checklist (see each service page) aren't included.
If a re-clean doesn't resolve it, we'll discuss a credit or partial refund. Refunds are at our discretion and may be issued as account credit.
Concerns raised after 24 hours fall outside the guarantee window; we'll still listen.

Report any damage within 24 hours with a photo, a description, and when you noticed it.
If we caused it, we repair or replace. Compensation is capped at the replacement cost of the item or the amount paid for that clean, whichever is greater, up to our insurance limits.
Pre-existing damage, normal wear, unsecured or undisclosed fragile items, and structural defects are not covered. Your cleaner notes anything they see on the first visit for this reason.

Shineology coordinates and stands behind the work of independent cleaners. To the fullest extent permitted by Ontario law, our liability for any claim is limited to the amount paid for the clean in question, except where our insurance provides more.
We are not liable for indirect or consequential losses.

Our cleaners are introduced to you through Shineology. Please don't engage them directly for paid cleaning for 12 months after your last booking. If that happens, a placement fee of $2,500 applies. If you'd rather work with someone directly, tell us — we'd rather have that conversation.

Your contact details, address and access instructions are shared only with the cleaner assigned to your home, and only to complete the service.
We don't sell or share your information with anyone else, except as required by law.
You can ask us to delete your account and data at any time.

This policy is governed by the laws of Ontario and Canada.
We may update it. Changes take effect when posted here; if they matter, we'll email you.
Questions or claims: hello@shineology.ca or 343-500-2280.