TERMS AND CONDITIONS

Last updated: May 2026

Please read these Terms and Conditions carefully. They contain important information about your legal rights, remedies, and obligations when using HeyMaid's services.

By booking or using any service through HeyMaid Referral Agency Ltd., you agree to be legally bound by these Terms. If you do not agree, please do not use our services.

ABOUT HEYMAID

HeyMaid Referral Agency Ltd. ("HeyMaid," "Agency," "we," or "us") is a Domestic Referral Agency registered in Edmonton, Alberta, Canada. We are in the business of connecting clients seeking residential cleaning services with qualified independent professional Cleaners. HeyMaid does not employ Cleaners directly. We act solely as a referral intermediary, and all cleaning services are performed by independent contractors referred through our platform.

By booking through HeyMaid, you ("Client," "you") are entering into a service relationship governed by these Terms and Conditions, which constitute the entire agreement between you and HeyMaid.

OUR SERVICE MODEL

HeyMaid is a referral agency, not a cleaning company. When you book through HeyMaid, we identify and refer a qualified independent Cleaner to perform cleaning services at your property. The Cleaner is not our employee, agent, or representative.

When you book through HeyMaid, you can expect: a Cleaner who has passed our background check, completed our onboarding and training process, and carries valid general liability insurance; a clear scope of work based on the service you selected; a 24-hour satisfaction guarantee for areas not cleaned to standard, as described under Cleaner Performance below; and a transparent process for raising concerns or reporting issues.

HeyMaid's responsibility is limited to the referral and coordination services described in your booking and the remedies set out in these Terms. We are not responsible for the independent acts or conduct of any Cleaner that fall outside the scope of the booked service.

SERVICE SCOPE AND CONDITIONS

Services Not Included

Unless expressly agreed in writing, the following are outside the scope of any HeyMaid cleaning:

- Areas or items beyond a height of 10 feet

- Cleaning of ceilings or walls

- Pest removal or handling of bodily fluids, chemical waste, or biohazardous materials

- Exterior windows, patios, garages, or outdoor areas

- Organizing clutter including laundry, toys, paperwork, or dishes

- Cleaning underneath heavy furniture or objects that require lifting or moving

- Removal of paint drippings, broken glass, or sharp objects

- Addressing mold, smoke damage, water damage, hoarding-level conditions, or any biohazard

HeyMaid reserves the right to refuse or reprice a service if extreme conditions are encountered on arrival, including but not limited to the above. The Client will be notified before any repricing and must approve the new quote before service proceeds. If Client declines, no charge will apply.

Property Conditions Required for Service

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

Utilities: Water and electricity will be available at the property. If utilities are unavailable, the Cleaner may leave and the visit will be treated as a same-day cancellation.

Temperature: The home will be at a reasonable temperature. Cleaners may exercise discretion to leave if the temperature is not workable.

Pests: The property is free of active pest or insect infestation. Cleaners will not service a property with an active infestation.

Other contractors: No movers, painters, plumbers, electricians, or other contractors will be working in the home during the scheduled cleaning. Overlapping work may result in cancellation.

Pets: All aggressive, anxious, or large unrestrained pets must be secured before the Cleaner's arrival. Cleaners may decline to enter or may leave if they feel unsafe. Pet waste cleanup is not included in standard service.

Clutter: The home should be reasonably organized. Excessive clutter may result in service cancellation or additional charges as quoted on-site and approved by you.

Valuables: Cash, jewelry, prescription medication, firearms, and irreplaceable items should be secured prior to any visit. HeyMaid is not responsible for unsecured valuables.

Extra Services — Preparation Required

If you have selected extras, please prepare in advance:

Inside oven: Remove all contents from the oven before the Cleaner's arrival.

Inside fridge: Remove all contents from the fridge before the Cleaner's arrival.

Inside cabinets: Remove all contents from the cabinets before the Cleaner's arrival.

If preparation is not completed, the extra service may be skipped without a refund.

PAYMENT

You are required to keep a valid credit card on file with HeyMaid at all times. Your card will only be charged after the service is fully completed. You are responsible for ensuring your payment method on file is valid and has sufficient funds. HeyMaid reserves the right to cancel or reschedule your appointment if the payment method on file is invalid or expired.

Tipping

Tips are optional and entirely at your discretion. When provided through our platform, 100% of the tip goes directly to your Cleaner.

Pricing Changes

HeyMaid reserves the right to update its pricing at any time. For recurring clients, rate increases will be communicated by email at least 14 days before the new rate takes effect. Continued bookings after the effective date constitute acceptance of the updated rate.

Chargebacks

If you have a billing concern, please contact us at [email protected] before initiating a chargeback with your card issuer. We work in good faith to resolve all billing disputes directly. Chargebacks initiated without first contacting HeyMaid, or chargebacks we reasonably determine to be without merit, may be contested with full documentation including service records, communications, and payment records.

CANCELLATIONS, RESCHEDULING, AND LOCKOUTS

Cancellations and Rescheduling

We require at least 24 hours' notice for cancellations or rescheduling of any cleaning appointment. Cancellations or reschedules made with less than 24 hours' notice will incur a forty-five dollar ($45 CAD) fee charged to the payment method on file. This policy ensures that Cleaners are compensated for reserved time slots that cannot be filled on short notice.

Recurring Service Cancellation

Recurring service plans (weekly, bi-weekly, or monthly) may be paused or cancelled at any time with at least seven (7) days' notice before the next scheduled service. Cancellations made with less than seven days' notice will be treated as a same-day cancellation and the standard $45 CAD fee will apply.

Discounts tied to a recurring frequency are conditional on completing a minimum of three (3) services. If a recurring plan is cancelled before three services are completed, prior invoices may be retroactively adjusted to the one-time service rate and the difference charged to your payment method on file.

Lockouts and No-Access

If a Cleaner arrives at the property at the scheduled time and is unable to access the home — including due to no one being present to grant access, an incorrect or non-functioning access code or key, an obstructed entrance, or refusal of entry by the occupant — a lockout fee equal to the greater of seventy-five dollars ($75 CAD) or 50% of the booked service total will be charged to the payment method on file. The Cleaner will wait at the property for a maximum of 20 minutes before departing.

CLEANER PERFORMANCE AND 24-HOUR GUARANTEE

If you are not satisfied with the cleaning, please contact us within 24 hours of the visit. We will notify the Cleaner so they can return and address any missed areas at no extra charge within 24 hours of your notice. If you contact us after 24 hours, additional work will be quoted separately. This re-clean is Client's sole remedy for service quality concerns.

DAMAGE OR LOSS

In the event of any complaint regarding service quality, damage, breakage, or theft occurring during a visit, it is the sole responsibility of the Cleaner to resolve the matter directly with you. HeyMaid will promptly notify the Cleaner of any concerns so they may address them directly. HeyMaid shall not be liable for the Cleaner's actions or unsatisfactory performance. Client agrees to hold HeyMaid harmless from any direct claims or losses arising directly from the Cleaner's work at Client's property.

CLEANER SAFETY AND RESPECTFUL CONDUCT

Cleaners are professionals and deserve to be treated with respect. Verbal abuse, harassment, discrimination, or any form of inappropriate behavior toward a Cleaner is grounds for immediate termination of service without refund and a permanent ban from our platform, at HeyMaid's sole discretion. Cleaners have full discretion to refuse or discontinue work that compromises their physical or personal safety, including in cases of harassment, unsafe property conditions, or unsecured aggressive pets.

NON-SOLICITATION OF CLEANERS

HeyMaid invests significant time and resources into recruiting, vetting, training, and managing its network of Cleaners. By using our services, you agree not to independently hire, contract, or engage any current or former HeyMaid Cleaner — whether for residential cleaning, commercial cleaning, or any other domestic service — outside of the HeyMaid platform, for a period of 24 months following that Cleaner's most recent assignment to your property.

If you wish to engage a Cleaner directly, a one-time referral fee of three thousand dollars ($3,000 CAD) per Cleaner applies and is due in full immediately upon direct engagement, regardless of whether the service is recurring or one-time. This clause survives termination of your account and of this Agreement.

INDEPENDENT CONTRACTORS

Cleaners referred through HeyMaid are independent contractors and are not employees, agents, or representatives of HeyMaid. HeyMaid is not responsible for the acts, omissions, or conduct of any Cleaner while on Client's property. The relationship between Client and any referred Cleaner is solely between those two parties.

ACCEPTABLE USE

By using HeyMaid's website, app, or booking platform, you agree to use our services only for lawful purposes and only for your own personal, non-commercial use. You agree not to submit false or fraudulent bookings, misrepresent the condition of your property, interfere with the operation of our platform, attempt to circumvent our booking or payment systems, or use our services in any way that could harm HeyMaid, its Cleaners, or other clients.

MODIFICATIONS TO THESE TERMS

HeyMaid reserves the right to update or modify these Terms at any time. Changes will be posted on our website with an updated effective date. Your continued use of our services after changes are posted constitutes your acceptance of the updated Terms.

COMMUNICATIONS CONSENT (CASL)

By providing your contact information when booking, you consent to receive transactional communications from HeyMaid by email and SMS, including booking confirmations, reminders, schedule changes, Cleaner arrival notifications, payment receipts, and service follow-ups. You may also opt in to receive promotional communications. You may withdraw consent for promotional messages at any time by replying STOP to any SMS or by contacting [email protected]. This consent is provided in compliance with Canada's Anti-Spam Legislation (CASL). Standard message and data rates may apply.

PRIVACY

HeyMaid collects and uses personal information solely for the purposes of providing our referral and booking services. We do not sell or share your personal information with third parties except as required to fulfill your booking or as required by law. We are committed to handling your personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Alberta privacy legislation. For questions about how we handle your data, contact us at [email protected].

FORCE MAJEURE

Neither party will be liable for any delay or failure to perform under these Terms due to causes beyond reasonable control, including severe weather, pandemics, public health orders, government actions, fire, flood, utility failures, or other unforeseen circumstances. HeyMaid will make reasonable efforts to reschedule any service affected by such an event.

LIMITATION OF LIABILITY

To the maximum extent permitted by applicable Alberta law, HeyMaid's total liability to Client for any claim arising out of or related to these Terms shall not exceed the total fees paid by Client to HeyMaid in the 30 days preceding the claim. HeyMaid shall not be liable for any indirect, incidental, special, or consequential damages of any kind.

GOVERNING LAW

These Terms are governed by the laws of the Province of Alberta, Canada. Any disputes arising from these Terms or your use of HeyMaid's services shall be subject to the exclusive jurisdiction of the courts located in Edmonton, Alberta.

GENERAL

No joint venture, partnership, employment, or agency relationship is created between you and HeyMaid by reason of these Terms or your use of our services. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. These Terms constitute the entire agreement between you and HeyMaid regarding the subject matter herein and supersede all prior agreements or understandings.