Date: 04/07/2025

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PLEASE READ VERY CAREFULLY THESE TERMS AND CONDITIONS BEFORE USING BG Touch's Cleaning Services.

BY VISITING OR REQUESTING ANY OF OUR SERVICES, YOU AGREE TO ACCEPT THESE TERMS AND CONDITIONS.

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Cancellation Policy

BG Touch recognizes that occasionally a client might need to postpone or cancel a cleaning appointment. Please use the customer app, email info@bgtouch.com, or call +1 (604) 616-9466 to cancel your appointment. 

We kindly request that cancellations be made at the latest 48 hours prior to your scheduled appointment. Insufficient cancellation notice will result in a 50% cancellation fee of the total service amount. Failure to give notice of cancellation will result in full payment being charged.

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Customer Satisfaction Policy

If you are not completely satisfied with the cleaning, please call us within 24 hours of the job completion. We will return to your home within 48 hours to re-clean any disputed areas. Complaints reported later than 48 hours after the completion of the appointment will not be honored.

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Safety Information

The safety and health of our employees are very important to us. All of our employees are instructed not to clean any areas or items they deem unsafe or unsanitary. For sanitary reasons, we are unable to clean human or pet feces, urine, vomit, or blood.

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Lifting Policy

Our employees’ safety is our priority, which is why they do not use tall ladders or lift anything heavier than 50 lbs. If you would like us to clean behind heavy appliances like refrigerators, ovens, or furniture, we kindly ask that you move them prior to our visit to allow access.

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Use of Pictures

During cleaning, we may take "before" and "after" pictures of the areas cleaned. These images will never be posted online or shared publicly. They are used solely for internal documentation and training purposes.

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Appointment Times

If you wish to be present during the cleaning visit, please be advised that we provide arrival windows of about one hour. Several factors, such as cancellations or lockouts, can affect our schedules. If we happen to be running late, you will be contacted promptly with an updated expected arrival time.

The appointment time begins when the cleaning staff enters your home or the lobby of your apartment/condominium. It ends when the staff exits. Time spent on walk-throughs, instructions, or other activities counts toward appointment time. To ensure efficiency, please provide all instructions when booking. To avoid delays, we recommend meeting our staff in the lobby and assisting them with access.

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Lockouts

A $40 fee will be assessed if our cleaning team arrives and is unable to access the premises due to any reason. This fee helps cover lost travel time and fuel.

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Non-Appearance

If a cleaner fails to attend the premises within 1 hour of the scheduled service time and does not provide the requested service, BG Touch will provide the customer with either:

• A full refund of payments made by the customer; or

• An offer to reschedule the service at a mutually agreed time.

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Payments Policy

For your convenience, we accept cash, e-transfer, and major credit cards. All payments are due in full upon completion of each appointment. BG Touch reserves the right to discontinue services for lack of payment. A 2% monthly late fee will apply to overdue accounts. A $35 fee will be assessed for all cancelled or returned checks. All credit card payments will incur a 3% service charge.

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Refunds

As cleaning is a personalized and subjective service, BG Touch does not offer refunds to customers.

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Tipping

Tipping is not mandatory but is encouraged. It is a great way to show appreciation for a job well done. Tips can be included with your payment and will be passed along to the cleaning staff.

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Non-Solicitation of Staff

By hiring BG Touch, you agree not to hire any present or past staff for services outside the scope of your cleaning agreement with BG Touch. If you hire our cleaning staff privately, you agree to pay a $2,000 fee to BG Touch.

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Mobile Opt-in

By providing your wireless phone number to BG Touch, you agree and acknowledge that BG Touch may send text messages to your wireless phone number for any purpose, including marketing communications.

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Privacy Policy

BG Touch values your privacy. Any information you provide may be used to deliver our services. We will not share any personal details with third parties unless required by law. BG Touch takes reasonable precautions to protect your personal information from misuse, unauthorized access, or disclosure.

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Rejection of Service

BG Touch reserves the right to reject any job under the following circumstances:

• Dishonesty – If the details provided during booking (e.g., number of rooms) are found to be inaccurate.

• Safety Hazard – If the property contains items we do not clean, such as hazardous materials.

• Abuse – If the client or a representative verbally abuses our staff.

• Harassment – If the client or a representative harasses our staff by micromanaging, following them, or creating undue stress.

In such cases, a cancellation fee may apply.

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Contact Information

• Email: info@bgtouch.com

• Phone: +1 (604) 616-9466

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These terms and conditions are designed to ensure a smooth and efficient experience for both BG Touch and our valued clients. Please feel free to reach out with any questions or concerns. Thank you for choosing BG Touch!