Fine Print That Puts You First.

Services

MTR Cleaning Group provides residential, commercial, move-in/move-out, post-construction, recurring, deep cleaning, and specialty services as agreed upon during booking. All services are performed according to the approved estimate, quote, work order, proposal, or service agreement. Services outside the agreed scope may result in additional charges.

Estimates and Pricing

All estimates are based on information available at the time of quoting. Final pricing may be adjusted if property conditions differ from those described, additional cleaning time or services are required, access restrictions create delays, or health and safety concerns require additional resources. Clients will be informed of any significant pricing adjustment before additional work proceeds whenever possible.

Scheduling and Arrival Times

Appointment times represent estimated service windows. Delays may occur due to traffic, weather, emergencies, equipment failures, or extended work at previous appointments. We make reasonable efforts to communicate delays.

Cancellation and Rescheduling

MTR Cleaning Group currently does not charge cancellation or rescheduling fees. Please give as much notice as possible. Repeated last-minute cancellations or no-shows may result in refusal of future service. If you cancel a booking, your saved card is not charged.

Property Access

Clients are responsible for ensuring safe and timely access to the property, including keys, lockboxes or access codes, parking arrangements, building entry permissions, alarm instructions, and elevator access where applicable. If access cannot be obtained at the scheduled time, service may be delayed or rescheduled.

Client Responsibilities

Please remove clutter where possible, secure valuables, notify us of fragile items, and disclose known hazards. MTR Cleaning Group is not responsible for unsecured valuables or items of extraordinary value.

Pet Policy

Clients are responsible for ensuring pets are properly secured when necessary. We are not responsible for escaped animals, aggressive animal incidents, or service interruptions caused by pets.

Workplace Safety & Respectful Workplace

The health and safety of our employees, contractors, clients, and visitors is our highest priority. Services may be suspended or terminated where conditions present a risk, including aggressive or uncontrolled animals, structural hazards, unsanitary or dangerous conditions, threatening behaviour, illegal activity, or unsafe environmental conditions. Employees may leave immediately where safety concerns exist. We maintain zero tolerance for harassment, discrimination, intimidation, bullying, threats, violence, or verbal abuse toward our team; service may be terminated immediately if this occurs.

Hazardous Materials

Unless specifically agreed in writing, we do not provide mold remediation, asbestos removal, biohazard cleaning, crime scene cleaning, medical waste disposal, drug contamination cleanup, or chemical spill remediation.

Client-Supplied Products and Equipment

Where clients request use of their own products or equipment, MTR Cleaning Group assumes no responsibility for product defects, equipment failures, surface damage, or adverse chemical reactions.

Photography, Documentation & Security Cameras

We may take photographs before, during, or after service for quality assurance, training, insurance documentation, dispute resolution, and service verification. Photos containing identifiable client information are not used publicly without consent. Clients acknowledge cleaning staff may be recorded by security or surveillance systems on the property; any recording must comply with applicable law.

Damage Claims

Claims must be reported within 48 hours of service completion. We are not responsible for existing damage, wear and tear, manufacturer defects, improper installation, or age-related deterioration.

Satisfaction Guarantee

Report concerns within 24 hours of service completion. Where appropriate, we may offer corrective cleaning or another reasonable resolution. The guarantee does not apply to pre-existing conditions, permanent staining, services outside the original scope, or conditions arising after completion.

Payment Terms

Online bookings: when you book through our website, your card is saved securely by our payment processor, Stripe. No charge is made at booking. Your card is charged only after your cleaning is complete, for the final price including applicable taxes. The final price is normally your quoted price; it may differ only as described under Estimates and Pricing. If a charge is declined, payment is still due and can be made by another method MTR Cleaning Group confirms with you.

Invoiced services: payment is due as stated on the invoice, by card through the secure payment link on the invoice, or by another method MTR Cleaning Group has confirmed with you in writing.

Late accounts may result in service suspension, collection activity, or legal recovery where permitted by law.

Insurance & Limitation of Liability

MTR Cleaning Group maintains commercial liability insurance appropriate for its operations; proof may be provided on request. To the maximum extent permitted by law, we are not liable for indirect, incidental, special, consequential, punitive, or economic damages. Any proven liability is generally limited to the value of the affected service unless otherwise required by law.

Right to Refuse Service and Governing Law

We reserve the right to refuse, suspend, or terminate service where safety concerns exist, payment obligations are unmet, information has been materially misrepresented, illegal activity is suspected, or company policies are violated. These policies are governed by the laws of Ontario and applicable laws of Canada.

MTR Cleaning Group respects your privacy and is committed to protecting personal information in accordance with applicable Canadian privacy laws.

Information We Collect

We may collect full name, address, email address, telephone number, appointment details, service history, payment information, property access instructions, and website usage information.

How We Use It

We use information to provide services, schedule appointments, process payments, communicate with clients, improve services, respond to inquiries, and meet legal obligations.

Marketing Communications

We may send promotional emails or service updates from time to time. You may unsubscribe at any time using the link provided.

Information Sharing

We do not sell client information. Information may be shared with payment processors, business software providers, professional advisors, insurance providers, and government authorities where required by law. Card details are entered directly on and stored by our payment processor, Stripe; MTR Cleaning Group never sees or stores your full card number.

Cookies, Security, and Retention

Our website may use cookies or analytics to improve performance and understand visitor activity. We maintain reasonable safeguards, though no online system can be guaranteed completely secure. Personal information is retained only as long as reasonably necessary.

Privacy Contact

You may request access to or correction of personal information by contacting info@mtrcleaninggroup.ca.

By accessing and using this website, you agree to these Terms of Use.

Website Content

Information on this website is for general informational purposes only. We make reasonable efforts to keep it accurate but make no guarantees regarding accuracy, completeness, or timeliness. Content does not constitute legal, financial, technical, or professional advice; use of this website is at your own risk.

Intellectual Property

All content on this website, including logos, branding, images, text, graphics, service descriptions, and design elements, is the property of MTR Cleaning Group unless otherwise stated.

Acceptable Use

Users may not interfere with website operations, attempt unauthorized access, upload malicious software, violate applicable laws, or misuse website content.

Third-Party Links

Links to third-party websites are provided for convenience only. We are not responsible for external content, products, services, or privacy practices.

Limitation of Liability

MTR Cleaning Group is not liable for damages arising from website interruptions, errors, technical failures, viruses, reliance on website content, or third-party websites.

Governing Law

These Terms of Use are governed by the laws of Ontario and applicable laws of Canada.

These terms apply to commercial, industrial, office, retail, condominium, construction, warehouse, and property management clients.

Scope of Services & Site Access

Services are limited to those identified in the approved proposal, quotation, service agreement, or work order. Commercial clients are responsible for building access, security credentials, alarm instructions, utility access, and parking arrangements.

Client Safety Responsibilities

Clients must disclose known workplace hazards, restricted areas, ongoing construction, chemical hazards, security risks, or potential violence concerns. Failure to disclose may result in suspension of service.

Confidentiality

We take reasonable steps to protect confidential business information obtained while performing services.

Damage, Insurance, and Liability

Property damage claims must be submitted within 48 hours of service completion. MTR Cleaning Group maintains commercial liability insurance appropriate to its operations.

Termination

We may suspend or terminate services immediately where safety concerns exist, payment obligations are unmet, company policies are violated, or illegal activity is observed or suspected.

MTR Cleaning Group is committed to providing accessible services that respect the dignity, independence, integration, and equal opportunity of persons with disabilities.

Our Commitment

We strive to provide accessible customer service, information in accessible formats when reasonably possible, accommodation for support persons, respect for service animals, accessibility feedback, and continual improvement.

Feedback

Please contact info@mtrcleaninggroup.ca if you encounter an accessibility barrier.

At MTR Cleaning Group, safety is a core value. We are committed to maintaining a safe and healthy environment for employees, contractors, clients, and visitors.

Safety Objectives

Our objectives include safe work procedures, ongoing training, appropriate PPE, safe chemical handling, workplace violence and harassment prevention, WHMIS awareness, incident reporting, emergency response planning, and continuous safety improvement.

Employee Rights

Employees are encouraged to report unsafe conditions immediately and may refuse unsafe work where permitted under applicable workplace health and safety laws.

Shared Responsibility

Maintaining a safe workplace is a shared responsibility between MTR Cleaning Group, its workers, clients, contractors, and visitors.