Arrival times:

We do our best to arrive at the scheduled time, but we provide an arrival window of approximately 30 minutes. This allows our cleaners to finish their previous appointment with the same care and attention they’ll give your home. If there’s any delay beyond this window, we will call or text you with an updated arrival time.

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Cancellations:

Once your appointment is booked, the time is reserved exclusively for you. We kindly request at least 48 hours’ notice for cancellations to help keep our staff schedules full. Cancellations made less than 24 hours before the appointment are subject to an $80 cancellation fee. We are happy to reschedule, subject to availability.

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Schedule Changes:

To avoid cancellations, we may adjust the number of cleaners assigned to your appointment based on staffing that day. For example, we may send one cleaner instead of two, or two instead of one. We always aim to maintain the quality and timing of your appointment. If you have specific timing constraints, please let us know so we can accommodate you.

 

Payments:

We’ve made payment options simple and flexible for our clients.

Many of our clients prefer the convenience of our Automatic Payment option or our Pre-Paid Cleaning Plans. Pre-paid clients receive a 5% savings on every clean because it reduces administrative processing on our end, allowing us to pass those savings back to them.

For Automatic Payments, the amount is set at the same rate per visit with no surprises. It is added to the wallet in the Client Hub, and payment is automatically processed after each clean, making everything completely hassle-free.

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For all other clients, an invoice is sent by email after each cleaning visit. The invoice includes easy instructions to pay by e-Transfer or credit card (including Apple Pay and other digital wallet options). We do not currently accept cash or cheque.

If preferred, e-Transfer and credit card payments can still be used for each individual visit.

If help is needed setting up the Client Hub or choosing the best option, we’re happy to assist.

 

Parking:

We always aim to use free parking within a reasonable walking distance. If none is available, any necessary parking fees will be added to your invoice.

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Moving Furniture:

For the safety of our cleaners, we do not move heavy furniture (e.g., couches, beds, dressers, ovens). Please move any items you want cleaned underneath or around before your appointment.

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Patios & Decks:

Our service is focused on the interior of your home. We do not clean decks, patios, balconies, garages, and we do not clean exterior windows.

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Do We Clean Everything?

Our cleaners handle most household cleaning tasks. For health and safety reasons, we cannot clean bodily fluids, pet excrement, mold, hazardous chemicals, deceased rodents/vermin, high areas out of reach, or provide junk removal.

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Supplies:

We bring all necessary cleaning products and equipment, including vacuums and mops. If you have specific products you would like used, please leave them out for our team.

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Privacy Policy

Last Updated: October 29, 2026

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Samantha's Cleaning Services ("we," "us," or "our") respects your privacy and is committed to protecting the personal information you provide to us.

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This Privacy Policy explains how we collect, use, disclose, store, and protect personal information when you visit our website, request a quote, book or receive cleaning services, communicate with us, or otherwise interact with our business.

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1. Information We Collect

Depending on how you interact with us, we may collect personal information such as:

• Your name

• Email address

• Telephone number

• Home, business, or service address

• Information you provide when requesting a quote

• Details about your home, property, cleaning needs, or requested services

• Appointment and service history

• Billing and payment-related information

• Communication preferences

• Access or entry instructions you choose to provide

• Communications with our team by email, telephone, text message, website forms, or other communication methods

• Photos or other information related to a property or cleaning service when reasonably necessary to provide, document, assess, or improve our services

• Website usage and technical information collected through cookies, analytics, or similar technologies

We limit the collection of personal information to information that is reasonably necessary for the purposes identified to you.

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2. How We Use Personal Information

We may use personal information to:

• Prepare and provide quotes or estimates

• Schedule and provide cleaning services

• Communicate regarding appointments, service requests, changes, and follow-ups

• Process invoices and payments

• Maintain customer accounts and service records

• Provide customer support and respond to questions or concerns

• Manage access instructions and other information necessary to safely provide services

• Follow up regarding the quality of our services

• Improve our services, business operations, and customer experience

• Send promotions, special offers, or other marketing communications where we have the appropriate consent or are otherwise permitted by law

• Maintain the security of our website and business systems

• Meet legal, regulatory, insurance, accounting, and other business obligations

We will not use personal information for purposes that a reasonable person would consider inappropriate in the circumstances.

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3. Consent

We obtain consent for the collection, use, and disclosure of personal information where required by law.

The form of consent may vary depending on the circumstances and the sensitivity of the information. Consent may be express or implied where permitted by law.

For example, when you submit information through our quote form, we may use the information you provide to prepare your quote and communicate with you regarding your request.

You may withdraw your consent to certain uses of your personal information, subject to legal, contractual, or operational restrictions. Withdrawing consent may affect our ability to provide certain services.

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4. Email and Text Communications

We may communicate with customers and prospective customers by email or text message regarding quotes, appointments, services, invoices, customer service matters, and other communications related to their relationship with Samantha's Cleaning Services.

We may also send promotional emails or text messages where we have consent or are otherwise permitted to do so under applicable Canadian law.

Marketing communications will provide a way to unsubscribe or opt out where required. You may also contact us at info@samanthascleaning.com to request that we stop sending promotional communications.

Opting out of marketing communications will not prevent us from sending communications that are reasonably necessary to provide services you have requested or booked.

 

5. Payment Information

Payments may be processed through third-party payment processors and service providers.

We do not intentionally store complete credit or debit card information on our own website or systems when payment information is handled directly by a payment processor.

Payment providers may collect and process information according to their own privacy and security practices.

 

6. Service Providers

We use third-party companies and technology providers to help operate our business. These may include providers for:

• Website hosting and website forms

• Scheduling and customer management

• Payment processing

• Email and text communications

• Telephone and automated communication services

• Accounting and administrative services

• Cloud storage

• Website analytics and advertising

We may provide these service providers with personal information when reasonably necessary for them to perform services on our behalf.

Some service providers may process or store information outside British Columbia or Canada. When information is processed in another jurisdiction, it may be subject to the laws of that jurisdiction.

We remain responsible for personal information under our control and take reasonable steps to select and work with service providers that appropriately protect personal information.

 

7. Photos and Information From Cleaning Appointments

From time to time, our team may take photographs relating to a cleaning appointment when reasonably necessary for purposes such as documenting the condition of an area, reporting damage or safety concerns, confirming completed work, providing training or quality control, or responding to a customer concern.

We take reasonable steps to avoid unnecessarily capturing personal or sensitive information.

We will not use identifiable photographs of a customer's home or belongings for public advertising or social media without appropriate permission.

 

8. Cookies and Website Analytics

Our website may use cookies and similar technologies to operate the website, understand how visitors use it, improve its performance, and measure marketing effectiveness.

Third-party services used on our website may also collect information such as browser type, device information, IP address, pages visited, and interactions with our website.

You may be able to control certain cookies through your browser settings or through any cookie controls made available on our website.

 

9. Disclosure of Personal Information

We do not sell personal information.

We may disclose personal information:

• To employees or contractors who reasonably require it to provide or administer our services

• To service providers working on our behalf

• When you have authorized us to do so

• When reasonably necessary to protect our business, customers, employees, property, or legal rights

• When required or permitted by law

Access to personal information within our business is limited to individuals who reasonably require the information to perform their duties.

 

10. Protecting Personal Information

We use reasonable administrative, physical, and technological safeguards appropriate to the nature and sensitivity of the personal information in our possession or control.

While we take reasonable precautions to protect personal information, no method of electronic transmission or storage can be guaranteed to be completely secure.

 

11. Retention of Personal Information

We retain personal information only for as long as reasonably necessary to fulfill the purposes for which it was collected and to meet our legal, accounting, insurance, contractual, and business obligations.

When personal information is no longer reasonably required, we take appropriate steps to securely delete, destroy, or anonymize it.

 

12. Accessing or Correcting Your Information

You may request access to personal information we hold about you and may ask us to correct information that is inaccurate or incomplete, subject to applicable legal exceptions.

To make a request, contact our Privacy Officer using the information below.

We may need to verify your identity before providing access to personal information.

 

13. Privacy Questions and Complaints

If you have a question or concern about how Samantha's Cleaning Services collects, uses, discloses, or protects personal information, please contact our Privacy Officer.

We will review privacy questions and complaints and take reasonable steps to address them in accordance with applicable privacy law.

 

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business practices, technology, service providers, or legal requirements.

The current version will be posted on our website with the date it was last updated.

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Samantha's Cleaning Services
Port Coquitlam, British Columbia, Canada

Email: info@samanthascleaning.com
Phone/Text: 778-608-3930