1. Booking & Confirmation

Bookings can be made through our online booking system, by phone at 778-946-6770, or by message.

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Submitting a booking request online is not a confirmed appointment. Your appointment is confirmed only once you've received a confirmation text or email from us. If you are unsure, please contact the team.

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When you book, please give us accurate information about your home — its size, its condition, the number of bathrooms, pets, and anything unusual we should know. Our time estimates and pricing are based on what you tell us.

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2. Pricing & Payment

Quotes and estimates.

Prices quoted are based on the information you provide and assume a home in average condition. If we arrive and find the home needs substantially more work than described — heavy buildup, extensive detailing, more rooms than quoted — we will work to the agreed quoted timeframe. We will not carry out extra chargeable work without your approval.

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GST.

All prices shown are exclusive of GST, which is added at checkout.

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Payment.

Payment is due on the day of your clean. We accept payment via card and etransfer. Both options are available on your invoice which is emailed to you.

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Card on file.

Where you provide payment details through our booking system, they are stored securely by our payment processor. We do not hold your card details ourselves.

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Late payment.

Invoices unpaid after 7 days may be subject to a late fee of $20. We may pause future bookings while an invoice is outstanding.

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Price changes.

We may adjust our rates from time to time. Recurring clients will be given one month notice in writing before any change takes effect.

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3. Cancellations, Rescheduling & No-Access

We schedule our team's day around your appointment and pay them for it, so late cancellations cost us real money. We require a minimum of 48-hours notice for all cancellations or reschedule requests.

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48 hours' notice or more: No charge

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Less than 48 hours' notice: 50% of the full service fee will apply.

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No notice given: 100% of the service fee will apply.

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No access provided on arrival: 100% of the service fee will apply.​

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Rescheduling.

Give us 48-hours or more and we'll move your appointment at no charge, subject to availability.

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No access.

If our team arrives and cannot get into your home — nobody home, key or code doesn't work, pet or obstruction preventing safe access — we will attempt to contact you and wait up to 15 minutes. If we still can't gain access, the visit is treated as a late cancellation and charged accordingly.

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Recurring clients.

Skipping an occasional visit is fine with 48-hours notice. There's no contract and no minimum term. To pause or stop your recurring schedule, give us at least 48-hours notice.

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Cancellations by us.

We may occasionally need to reschedule — severe weather, road closures, illness, or circumstances beyond our control. We'll contact you as soon as we know and offer the earliest alternative. We won't charge you for a visit we cancel.

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4. Access to Your Home

You are responsible for giving us safe, lawful access to your home. That can be a key held on file, a lockbox code, a garage or door code, a building fob, or being home to let us in.

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Access details you give us are recorded securely and shared only with the team members assigned to your clean.

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Please tell us in advance about alarm systems, security cameras, restricted rooms, or anything else affecting access. If you'd prefer we didn't enter a particular room, just say so and we'll note it on your file.

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5. Our Guarantee

We stand behind our work. If something isn't right, tell us within 24-hours of your clean and we'll return and re-clean the affected areas at no charge.

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To make a claim under this guarantee:

• Contact us within 48-hours of the visit

• Tell us specifically what wasn't right, and send photos where possible

• Give us reasonable access to return, normally within 7 days

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The guarantee covers the quality of cleaning within the scope of the service you booked. It does not cover work outside that scope, pre-existing damage, stains or marks that cannot be removed by cleaning, or items excluded under section 6.

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Move-out cleans.

If your landlord or property manager identifies a cleaning issue within 24-hours of our visit, we will return and re-clean the affected areas free of charge. This guarantee covers cleaning only and does not extend to damage, repairs, carpet stains, or deposit deductions for reasons other than cleanliness.

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6. What We Don't Clean

For the safety of our team and to set clear expectations, the following fall outside our standard services:

• Human or animal waste, vomit, blood or other bodily fluids

• Needles, drug paraphernalia or other sharps

• Mould remediation beyond routine surface cleaning

• Pest or insect infestations

• Hoarding conditions or homes with extreme clutter preventing safe cleaning

• Exterior windows, or any window requiring a ladder or step.

• Anything requiring us to work at height requiring a ladder or step

• Lifting or moving heavy furniture or appliances

• Cleaning up after construction or renovation unless booked specifically as such

• Laundry, ironing or dishes, unless included in the service booked or added as an add-on

• Pet waste, litter trays or animal enclosures

• Carpet or upholstery shampooing and steam extraction

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If we arrive and find conditions that fall into this list, we'll contact you to discuss options before continuing. Depending on the situation, we may need to reschedule or decline the job, and a cancellation charge may apply.

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7. Health & Safety

Our cleaners are our employees and we're responsible for their safety. We reserve the right to stop work and leave, without refund, if a team member is subjected to any of the following:

• Threatening, abusive, aggressive or harassing behaviour

• Unsafe conditions, including unsafe electrical, structural or air-quality conditions

• Extreme temperatures, or no running water or electricity

• Illegal activity on the premises

• Anyone on site who is intoxicated and behaving unsafely toward our team

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Please also let us know if anyone in the home is unwell with a contagious illness so we can reschedule.

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8. Pets

We like animals and we're happy to work around them. We ask that you:

• Tell us in advance what pets you have

• Secure any animal that may be anxious, territorial or likely to escape through an open door

• Deal with pet waste before we arrive

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We are not able to be responsible for pets that leave the property while we're working, so please secure them if that's a risk.

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9. Breakage, Damage & Valuables

If we break something.

Accidents are rare but they happen. Our team is instructed to report any breakage or damage immediately, and we'll contact you the same day. We are insured and we'll work with you to repair or replace the item, or credit you its reasonable value.

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Reporting damage.

Please report any damage you believe was caused during a clean within 24-hours of the visit, with photos. Claims made later are difficult for us to investigate fairly.

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What we can't cover.

We're not able to accept responsibility for:

• Pre-existing damage, wear or defects, including loose fixtures, worn finishes, and items already cracked, chipped or unstable

• Items of unusual value, fragility or sentimental significance that we weren't told about

• Damage arising from faulty or improperly installed fittings

• Surfaces or materials that cannot withstand normal cleaning, where we weren't advised in advance

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Valuables.

Please put away cash, jewellery, important documents and anything irreplaceable before we arrive. If there's a fragile or valuable item you'd rather we didn't touch, tell us and we'll leave it alone.

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10. Our Team

Every cleaner working in your home is an employee of Happy Hive Cleaning. They are insured, covered under WorkSafeBC, and have passed a criminal record check before their first shift.

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Please don't hire our cleaners directly. We invest in recruiting, training, insuring and equipping our team. If you engage a current or recent Happy Hive employee to clean for you privately, outside of us, we reserve the right to charge a referral fee of $150.

 

If you'd like more hours than your current schedule allows, just ask us — we'll usually be able to arrange it.

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Tipping is never expected and always appreciated. It goes to your cleaner.

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11. Photos

We sometimes take before-and-after photos of our work for quality control and, with permission, for our website and social media.

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We will never publish a photo that identifies you, your address, or any personal items, and we will not use photos of your home publicly without your written consent. You can withdraw that consent at any time by contacting us. If you'd prefer we take no photos at all, tell us and we'll note it on your file permanently.

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For Airbnb turnover clients, photos of damage or missing items are sent to you privately as part of the service and are not used for any other purpose.

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12. Privacy

We collect and use your personal information in accordance with our Privacy Policy and with applicable Canadian and British Columbia privacy legislation.

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13. Limitation of Liability

To the extent permitted by law, our total liability arising from any single clean is limited to the cost of that clean. We are not liable for indirect or consequential losses.

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Nothing in these terms limits or excludes any rights you have under the Business Practices and Consumer Protection Act or other applicable BC or Canadian consumer protection law

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14. Complaints

If you're unhappy with anything, tell us. Call 778-946-6770 or email info@happyhivecleaning.ca and we'll respond within 3 business days. Most issues are resolved with a return visit and a conversation.

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15. Changes to These Terms

We may update these terms from time to time. The version published on this page at the time of your booking is the one that applies. Recurring clients will be notified of material changes.

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16. Governing Law

These terms are governed by the laws of the Province of British Columbia and the applicable laws of Canada.

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17. Contact Us

Happy Hive Cleaning

Serving Kelowna and the Okanagan

Phone:  778-946-6770

Email: info@happyhivecleaning.ca​​

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