Terms of Service

1. Agreement & Acceptance

These Terms of Service (“Terms”) govern the relationship between you (the “Customer”) and MS Property Solutions, operating as Maid Simple Cleaning (“Maid Simple,” “we,” “our,” or “us”), a cleaning services platform operating in Toronto and the Greater Toronto Area, Ontario, Canada.

By accessing our website, requesting a quote, or booking a cleaning service, you confirm that you are at least 18 years of age and have read and agreed to these Terms. If you do not agree, please do not use our services.

We may update these Terms from time to time. When we do, we will revise the “Last updated” date at the top of this page. Continued use of our services after changes constitutes acceptance of the revised Terms. We encourage you to review this page periodically.

We will notify active customers of material changes by email at least 30 days before they take effect. If you disagree with the changes, you may cancel your service without penalty during that notice period.

2. Our Service

Maid Simple operates as a cleaning services platform that connects you with trained, vetted cleaning professionals (“Cleaners”). Cleaners who perform services through the Maid Simple platform are independent contractors, not employees of MS Property Solutions or Maid Simple. We do not directly perform cleaning services.

All Cleaners on our platform are vetted through our onboarding process, which includes training on our quality standards and protocols. While Cleaners are not employees, we stand behind the quality of every clean delivered under our brand. Cleaners who do not meet platform standards may be removed from service.

Maid Simple is responsible for scheduling, payment processing, customer support, and maintaining quality standards. We coordinate the service relationship between you and the Cleaner and stand behind every clean through The 24-Hr Spotless Promise.

We reserve the right to modify or discontinue any aspect of our services, including pricing, service types, or geographic coverage, with reasonable notice to active clients.

3. Property Conditions Required for Service

To ensure a safe and efficient cleaning, you agree that on the day of service:

• Utilities: Water and electricity will be available at the property. If they are not, our Cleaner may leave and the appointment will be treated as a same-day cancellation.
• Temperature: The home will be reasonably heated or cooled. Cleaners may exercise discretion to leave if the temperature is not workable.
• Pests: The property is free of active pest or insect infestation. We will not clean a property with an active infestation. Please arrange professional pest control before our arrival.
• Other contractors: Movers, painters, electricians, plumbers, and other contractors will not be working in the home during our scheduled time. Overlapping work compromises our Cleaner's focus and safety, and may result in cancellation of service.
• Clutter: The home should be reasonably organized. While our Cleaners may perform some light tidying, we are a cleaning service and not a dedicated organizing service. Excessive clutter may result in service cancellation or additional charges.
• Garbage: Our Cleaners will seal garbage bags and place them in your garage, bins, or outside your home. Cleaners will not transport garbage off-site in their vehicles.

4. Booking & Scheduling

Your booking is confirmed once you receive a confirmation email or SMS from Maid Simple. The confirmation will include your service date, arrival window, cleaning scope, and the name of your assigned Cleaner when available.

We provide an arrival window (typically 1 to 2 hours) rather than an exact time to account for traffic and previous jobs. Your Cleaner will contact you when they are on the way.

You are responsible for ensuring your Cleaner can access the property at the scheduled time. This includes arranging for someone to be present or providing a key, lockbox code, or entry instructions in advance.

Cleaners follow the checklist for your selected service type (Standard Clean, Deep Clean, or Move-In/Out). Any additional services beyond the agreed scope must be requested at or before booking. On-the-spot scope changes are not guaranteed.

5. Pricing & Payment

Maid Simple uses flat-rate pricing based on your home size, service type, and cleaning frequency. The price you see at booking is the price you pay. HST (13%) is included in all quoted prices.

A valid credit or debit card is required to confirm your booking. Your card details are securely stored through Stripe, our PCI-compliant payment partner. Your card is not charged at the time of booking.

Your card is charged after your clean is completed. Payment is processed automatically once the service is finished.

Care Plan members are charged after each scheduled clean at their locked-in recurring rate. Billing is tied to your cleaning schedule — you are never charged in advance or for services not rendered. Each Care Plan tier has a minimum number of cleans: Every Week (8 cleans), Every 2 Weeks (6 cleans), Every 4 Weeks (4 cleans). If you cancel before completing your minimum, we simply charge back the discount from your first clean so that visit returns to regular one-time pricing. No cancellation fee applies. After completing the minimum, you may cancel freely at any time. Nothing in this section limits your cancellation rights under the Consumer Protection Act, 2002 (Ontario).

Completed cleaning services are non-refundable. Our remedy for quality concerns is The 24-Hr Spotless Promise (complimentary re-clean of affected areas). Refunds are not issued for completed services.

If your payment method is declined, you will be notified and given 48 hours to resolve the payment. Accounts with balances past due by more than 14 days may be subject to a late fee of 2% per month. A $35 fee applies to any returned or failed payment.

Promotional pricing, referral credits, and discounts are subject to the specific terms stated at the time of offer. Gift certificates and account credits are non-refundable, non-transferable, and cannot be redeemed for cash. Maid Simple reserves the right to modify or withdraw promotional credits at any time with reasonable notice.

6. Cancellation & Rescheduling

You may cancel or reschedule at least 24 hours before your appointment at no charge. Cancellations made less than 24 hours before the scheduled start time will incur a $75 fee to compensate the Cleaner for their reserved time.

If you cancel on the same day of service or if our Cleaner arrives and cannot access the property without prior notice, the full service fee applies. This reflects the Cleaner's committed travel and time.

We handle genuine emergencies (medical situations, family crises, sudden home damage) on a case-by-case basis. Contact us directly and we will do our best to accommodate you reasonably.

Maid Simple may cancel or reschedule your appointment in rare circumstances, including Cleaner illness, severe weather, or safety concerns. We will contact you as soon as possible and prioritize rebooking at your earliest convenience.

7. The 24-Hr Spotless Promise

If any area included in your service checklist was missed or not cleaned to a satisfactory standard, contact us within 24 hours of your clean and we will schedule a complimentary re-clean of the affected areas within 48 hours.

Re-cleans address the specific areas identified in your feedback. They do not extend to additional services outside the original booking scope or areas not included in your selected service type.

To invoke The Spotless Promise, your concern must be reported within 24 hours of service completion via phone, email, or your Client Hub. Reports submitted after 24 hours will be reviewed on a case-by-case basis — we will still do our best to make it right.

If a re-clean still does not meet the standard, contact us and we will work with you to reach a fair resolution. The Spotless Promise does not apply to post-renovation or post-construction cleaning, nor does it guarantee the removal of long-term buildup including mold, mildew, deep grout staining, or pet odours.

8. Damage & Breakage

If you believe damage occurred during a cleaning, report it within 48 hours of service completion with photos and a description. Reports made after 48 hours may be difficult to attribute to the service.

We will review all damage reports promptly, consult with the assigned Cleaner, and review any before/after photos taken during the service. We aim to resolve damage claims within 5 business days.

Valid claims are resolved through repair, replacement, or fair compensation, handled through our insurance coverage. Maid Simple maintains Comprehensive General Liability insurance. Per-incident liability for key loss or locksmith fees is capped at $150.

Maid Simple is not liable for damage to items that were already damaged, structurally weak, or improperly assembled prior to the cleaning. We will always note and photograph any pre-existing damage we observe. We cannot guarantee the restoration of severely worn, stained, or mildewed caulking, grout, or finishes.

9. Cleaning Scope & Limitations

Cleaners will not move furniture or items exceeding 25 lbs in weight. Cleaners will not climb above a two-step stool. Any cleaning requiring tall ladders, scaffolding, or climbing is outside our scope of service.

Maid Simple does not provide biohazard cleanup (blood, feces, vomit, needles), pest removal or pest-related cleaning, mold remediation, or post-renovation/construction debris removal. Cleaners may decline service if conditions present a health or safety risk.

We cannot guarantee the removal of long-term buildup including mold, mildew, deep grout staining, hard water deposits, or embedded pet odours. While our Cleaners will make every reasonable effort, results depend on the severity and age of the condition.

Standard cleaning does not include the inside of ovens, fridges, dishwashers, washers, or dryers. These are available as paid add-ons or are included with specific service tiers as described at booking.

10. Cleaner Safety & Right to Withdraw

Maid Simple reserves the right to remove a Cleaner from your home at any time if the environment presents a health or safety risk, including but not limited to pest infestation, mold contamination, biohazard presence, aggressive or unsecured pets, verbal or physical harassment, or any condition that poses risk of illness or injury.

If a Cleaner is removed from a home due to undisclosed safety hazards or customer conduct, the applicable cancellation fee will apply and no re-clean or refund will be issued.

Maid Simple implements health and safety protocols for all cleaning professionals, including wellness self-assessments. If a Cleaner is exhibiting symptoms of communicable illness, they will not be dispatched. Similarly, if a member of your household is experiencing a communicable illness at the time of service, please notify us to reschedule at no charge.

11. Home Access & Security

If you provide a key, lockbox code, or entry code, this information is shared only with your assigned Cleaner for the scheduled appointment. Keys are not retained between visits unless you explicitly authorize ongoing access.

If your home has a security alarm, please provide the entry code and disarm/arm instructions in your booking notes. Maid Simple and your Cleaner will follow your instructions exactly.

If a Cleaner is unable to access the property due to missing or incorrect access information and no one is reachable, the booking will be treated as a same-day cancellation and the applicable fee may apply.

Your Cleaner cannot leave your property unsecured. Please ensure a locking mechanism is available (key, self-locking door, concierge). If your Cleaner is unable to secure the property upon departure, they will contact you for instructions. Maid Simple is not responsible for any loss or damage occurring after service completion if the property could not be secured.

12. Pets

Please disclose all pets in your home at the time of booking. This allows us to match you with a Cleaner who is comfortable with your pets and ensure there are no allergy concerns.

All pets must be secured in a closed room, crate, or outside the home during the cleaning. This protects both the Cleaner and your pet from accidental injury or escape.

If a pet becomes anxious, aggressive, or presents a safety concern during service, Maid Simple reserves the right to remove the Cleaner from the home. If removal is due to undisclosed or unsecured pets, the applicable cancellation fee will apply.

13. Supplies & Products

Cleaners bring their own professional-grade cleaning supplies and equipment. You do not need to provide anything unless you have specific product preferences.

If you have allergies, sensitivities, or preferences regarding cleaning products (fragrance-free, natural/eco products, etc.), please note this at booking. We will do our best to accommodate your request.

If you request that we use your own cleaning products, you assume all responsibility for any damage to surfaces, fixtures, or finishes caused by those products. Maid Simple and its Cleaners shall not be liable for damage resulting from the use of client-supplied products.

14. Non-Solicitation

Customers who connect with a Maid Simple Cleaner through our platform agree not to hire, engage, solicit, or contract with that Cleaner directly for any cleaning services for a period of 12 months following their last Maid Simple booking.

Exchanging personal contact information with your assigned Cleaner for the purpose of direct engagement is considered a breach of this clause.

If a Customer engages a Maid Simple Cleaner directly in violation of this policy, a referral and placement fee of $3,000 will become due immediately and payable in full by the Customer to Maid Simple. This fee represents a genuine pre-estimate of Maid Simple's actual losses, including recruitment, training, onboarding, scheduling infrastructure, and lost future revenue from the Cleaner relationship. It is not intended as a penalty.

15. Customer Responsibilities

Please store jewelry, cash, and irreplaceable personal items in a secure location before your clean. Maid Simple is not liable for loss of items left unsecured in areas being cleaned.

Let us know about any hazards in the home — broken fixtures, pest activity, mold, biohazards, or structural issues. Cleaners are not equipped to handle biohazard cleanup and may decline service if safety conditions are unacceptable.

Maid Simple Cleaners have a right to a safe and respectful work environment. Harassment, discrimination, or any conduct that makes a Cleaner uncomfortable will result in immediate service termination without refund. Maid Simple does not tolerate discrimination or harassment against Cleaners based on any ground protected by the Ontario Human Rights Code, including race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, age, marital status, family status, or disability.

16. Before & After Photos & User Content

Cleaners take before and after photos of the areas they clean. These photos are used for quality assurance, damage documentation, and to support any claim reviews under The Spotless Promise.

Photos are limited to cleaned areas of the home (kitchens, bathrooms, living areas, floors, counters). Personal items, valuables, and private documents will not be intentionally photographed.

Photos are retained for up to 90 days following a clean and are accessible to Maid Simple management only. They are not shared publicly, sold, or used for marketing purposes without your explicit written consent.

By submitting reviews, testimonials, feedback, photos, or other content to Maid Simple (whether through our website, email, social media, or third-party platforms), you grant Maid Simple a non-exclusive, royalty-free, perpetual, worldwide license to use, reproduce, modify, and display such content for marketing, promotional, and operational purposes. You may request removal of your content by contacting us at info@maidsimple.ca.

17. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, MAID SIMPLE'S TOTAL AGGREGATE LIABILITY FOR ANY AND ALL CLAIMS ARISING FROM OR RELATED TO A SINGLE CLEANING SERVICE SHALL NOT EXCEED THE AMOUNT PAID BY THE CUSTOMER FOR THAT SPECIFIC SERVICE.

IN NO EVENT SHALL MAID SIMPLE, ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR AFFILIATED CLEANING PROFESSIONALS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, REVENUE, DATA, BUSINESS OPPORTUNITIES, GOODWILL, OR ANY OTHER INTANGIBLE LOSSES, REGARDLESS OF WHETHER SUCH DAMAGES WERE FORESEEABLE OR WHETHER MAID SIMPLE WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Maid Simple operates as a platform that coordinates and facilitates cleaning services performed by independent cleaning professionals. While we vet, train, and enforce quality standards for all Cleaners on our platform, Cleaners are independent contractors and are responsible for their own conduct during service delivery. Maid Simple is not directly liable for the acts, omissions, or negligence of individual Cleaners beyond what is described in these Terms.

Maid Simple and its officers, employees, agents, and affiliates shall not be liable for any loss, damage, or injury arising out of or connected with the service beyond the remedies expressly stated in these Terms, including The 24-Hr Spotless Promise and our insurance claims process.

Maid Simple maintains Comprehensive General Liability insurance coverage. Valid claims involving property damage, theft, or personal injury reported through our claims process will be reviewed and resolved at Maid Simple's discretion, subject to applicable insurance policy limits.

18. Force Majeure

Neither party shall be liable for failure to perform any obligation under these Terms due to causes beyond reasonable control, including but not limited to: acts of God, natural disasters, severe weather, epidemics or pandemics, government orders or restrictions, labour disputes, transportation disruptions, power outages, or infrastructure failures. Affected obligations are suspended for the duration of the force majeure event. Maid Simple will use reasonable efforts to notify you of any service disruption and reschedule at the earliest opportunity.

19. Indemnification

You agree to indemnify, defend, and hold harmless MS Property Solutions (operating as Maid Simple Cleaning), its officers, directors, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or relating to: (a) your misuse of our services in violation of these Terms; (b) your breach of these Terms; or (c) your violation of any applicable law or regulation.

This indemnification obligation shall survive the termination of your relationship with Maid Simple.

Maid Simple will indemnify you against direct losses arising from the proven negligence, theft, or willful misconduct of a Cleaner during service delivery, subject to the insurance coverage and liability limits described in these Terms.

20. Disclaimer of Warranties

MAID SIMPLE PROVIDES ITS PLATFORM AND SERVICES ON AN “AS IS” AND “AS AVAILABLE” BASIS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE ONTARIO LAW, MAID SIMPLE EXPRESSLY DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

While we strive to connect you with qualified cleaning professionals and enforce quality standards through our platform, we do not warrant that the services will meet your specific expectations, be uninterrupted, timely, or error-free.

Certain stains, buildup, or damage accumulated over time may not be fully reversible in a single clean. Our commitment is to deliver service with reasonable skill and care, backed by The 24-Hr Spotless Promise as described in Section 7.

21. Governing Law & Dispute Resolution

These Terms of Service are governed by and interpreted in accordance with the laws of the Province of Ontario and the applicable federal laws of Canada, without regard to conflict of law principles.

Before initiating any legal proceeding, both parties agree to attempt resolution in good faith by contacting Maid Simple directly within 30 days of the dispute arising. Most concerns can be resolved quickly without escalation.

If the dispute cannot be resolved informally, either party may pursue their rights through the courts of the Province of Ontario or the Ontario Small Claims Court, as applicable. The parties may mutually agree to submit a dispute to mediation or arbitration as an alternative to court proceedings.

Notwithstanding the foregoing, either party may seek injunctive or other equitable relief in the courts of the Province of Ontario to protect intellectual property rights or to prevent irreparable harm.

Nothing in these Terms limits or excludes any rights you may have under the Consumer Protection Act, 2002 (Ontario). Where these Terms conflict with the CPA, the CPA prevails.

22. Communications Consent (CASL)

By providing your email address and phone number when booking, you consent to receive transactional communications from Maid Simple related to your booking, including booking confirmations, reminders, schedule changes, Cleaner arrival notifications, payment receipts, and service follow-ups, by email and SMS.

You may also opt in to receive promotional and marketing communications. You may withdraw consent for promotional messages at any time by clicking “unsubscribe” in any email, replying STOP to any SMS, or contacting us at hello@maidsimple.ca. Withdrawal of consent for promotional messages does not affect transactional communications necessary to deliver your booked service.

This consent is provided in compliance with Canada's Anti-Spam Legislation (CASL) and applicable telecommunications regulations. Standard message and data rates may apply to SMS communications.

23. Chargebacks & Billing Disputes

If you have a billing concern, please contact us at hello@maidsimple.ca before initiating a chargeback with your card issuer. We work in good faith to resolve all billing disputes directly and promptly.

Chargebacks initiated without first contacting Maid Simple, or chargebacks that Maid Simple reasonably determines to be without merit, may be contested with full documentation including service records, communications, photographs, and payment records.

24. Severability & General Provisions

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, that provision shall be enforced to the maximum extent permissible, and the remaining provisions shall continue in full force and effect.

The failure of Maid Simple to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision unless acknowledged and agreed to in writing.

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Maid Simple regarding your use of our services and supersede all prior agreements and understandings.

Nothing in these Terms shall be construed as creating a joint venture, partnership, employment, or agency relationship between you and Maid Simple or between you and any Cleaner on our platform.

25. Accessibility

Maid Simple is committed to providing accessible customer service in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation or have feedback about accessibility barriers, please contact us at info@maidsimple.ca.

26. Contact

If you have questions about these Terms, please contact us:

Email: info@maidsimple.ca

Phone: (437) 320-3200

Website: maidsimple.ca

Business Number: 755903366

GST/HST: 755903366 RT0001

Location: Toronto, Ontario, Canada