Dust & Home
Please review our service policies, scheduling terms, and cancellation guidelines.
Dust & Home by Del Toro & Herrera Construction LTD (also referred to as "Company", "we", "us") reserves the right to make amendments to these terms and conditions for our cleaning service in Victoria or surrounding areas without prior notice. By requesting service from Dust & Home, the client accepts these terms and conditions and agrees to abide by them.
No customer shall book a service with Dust & Home without fully disclosing their knowledge of Covid symptoms. It is your responsibility to make our company aware if you or anyone in your household experience symptoms of Covid. Dust & Home reserves the right to discontinue any service on the grounds of health and safety in accordance with British Columbia regulations.
Our services are highly personalized, therefore, Dust & Home does not offer monetary refunds. However, if you are unsatisfied with our work, please contact us within 24 hours of completion. We will gladly arrange a free re-clean of the missed areas within 24 to 48 hours. Customers must provide a checklist and photos of the missed areas. The customer must be available to grant access to the cleaners for the re-clean.
There is no long-term contract requirement. You may cancel or reschedule your recurring or one-time cleaning service up to 24 hours prior to the scheduled booking. Cancellations or changes made under 24 hours in advance will incur a $79.00 late cancellation fee. Lockouts or situations where our cleaners cannot access your property will also result in a $79.00 fee.
Move-out cleaning rates are calculated for empty properties free of clutter and personal items. Frigdes, ovens, and cabinets must be emptied in advance, or extra charges will be applied. Dust & Home does not remove pet odors or deep wall stains; if specialized odor treatment is required, please consult a specialist. Dust & Home reserves the right to adjust pricing if the property is still occupied upon arrival.
Hourly services are billed at the standard hourly rate set by Dust & Home. For hourly jobs where the customer is present, the cleaners will work for the allotted duration. It is the customer's responsibility to manage the scope and terminate services on time to avoid extra billable hours.
We love pets, but neither Dust & Home nor our cleaning staff are responsible for pets that escape when doors are opened. If you have pets, we appreciate it if they are secured in a comfortable room. Cleaners do not clean animal litter boxes or handle biological wastes (urine/feces).
Our cleaning teams have a scheduled arrival window of +/- 1 hour to account for traffic, parking, and construction delays. We will notify you immediately if there is a delay outside this window.
Payment is due in full at the time of online booking. We accept Visa, Mastercard, and Interac e-Transfers. Cash payments are not accepted unless pre-arranged with the management. Receipts are generated automatically once payment is finalized.
Our teams take before and after photos as standard proof of quality control. These photos may be used for internal quality checks and occasionally for marketing. If you wish to opt-out of photos, please contact our office prior to service.
Our cleaners are vetted, bonded, and fully insured. Clients are responsible for securing high-value valuables (cash, jewelry, fine art). In the rare event of accidental breakage, please report the incident within 24 hours with photos so we can open a claim. Our liability limit is capped at the total amount paid for services during the preceding 6 months.