Terms of Service - Muskoka

Malinis Home Solutions Inc. dba Malinis Property Services

These Terms of Service apply to Malinis Home Solutions Inc. dba Malinis Property Services and, for the purposes of this document, will be referred to as “Malinis”.

These Terms of Service apply to Malinis Property Services preliminary remote estimates, final on-site quotes, and service work performed in the Muskoka service area unless replaced by a separate written service agreement. They should be read together with the specific estimate or quote issued for the property.

Updated March 31, 2026

1. Quote Types and Pricing Treatment

Quote Type - Preliminary Remote Estimate

When it is used

Prepared remotely when pricing is based on customer-provided photos, video, measurements, or verbal information, or when the customer is not available for an on-site quote.

Pricing Basis

Assumes standard maintenance window cleaning and/or standard gutter cleaning unless otherwise stated.

How Pricing is Treated

Subject to on-site verification before work begins. Final scope, access requirements, labour time, and pricing may change if site conditions differ from what was shown or described.

Quote Type - Final On-Site Quote

When it is used

Prepared after an initial on-site visit with the homeowner or customer representative.

Pricing Basis

Based on the areas, counts, access conditions, and visible site conditions observed during the site visit for the specific services listed in the quote.

How Pricing is Treated

Treated as the final quote for the listed property and scope, subject to hidden defects, concealed conditions, changed site conditions, or approved extra work.

2. Scope, Exclusions, and Pricing Adjustments

2.1 Only the services expressly listed in the quote are included. Unless otherwise stated, pricing assumes standard maintenance window cleaning and/or standard gutter cleaning only.

2.2 Excluded services include hard water stain removal, post-construction cleaning, paint or silicone removal, restoration work, repairs, gutter guard removal or reinstallation, underground drain testing, drainage correction, and any other non-listed service unless specifically confirmed in writing.

2.3 Heavy debris, severe clogging, concealed damage, difficult rooflines, blocked access, inaccurate measurements, inaccurate customer information, or any other condition that was not visible, reasonably discoverable, or later changed may require revised pricing.

2.4 Any extra work requested by the customer, or made necessary by site conditions outside the quoted scope, will be priced separately and completed only after customer approval of revised written pricing or a change order.

2.5 Each quote applies only to the listed property and quoted scope of work and should be read together with the pricing, inclusions, exclusions, and payment terms shown on the estimate or final quote.

3. Access, Site Preparation, and Scheduling

3.1 The customer is responsible for providing safe and reasonable access to the quoted work areas on the service date, including unlocked gates, stable ground, clear ladder placement, available water if required, and removal or protection of furniture, valuables, blinds, curtains, and delicate items near the work zones.

3.2 To protect employee safety, staff will not move anything heavier than 35 lbs. If access is blocked by heavy furniture, equipment, or other items, those items must be moved before our arrival.

3.3 Customers may provide access by key, lock box, or door code. If a Malinis lock box is supplied, the current lock box purchase price is $35.00 plus applicable tax. Customers who discontinue service are responsible for changing any access codes, and Malinis will delete codes retained on file.

3.4 If a key or door code is not provided, the customer must ensure someone is available to meet our staff at the property during the scheduled arrival window.

3.5 If the property is equipped with a security system, the customer must ensure it is disarmed or provide the correct codes and instructions in advance. Any charges arising from false alarms caused by missing or incorrect instructions are the responsibility of the homeowner.

3.6 Bookings are scheduled using a time preference window and remain subject to operational availability, traffic, weather, and unforeseen circumstances. Malinis provides a one-hour arrival window and will try to meet the preferred time, but this cannot be guaranteed.

3.7 Where recurring service is provided, Malinis will try to maintain staff continuity, but the same team members cannot be guaranteed.

3.8 If site conditions, property size, clutter, or the condition of the work areas require additional time beyond what was originally planned, Malinis may request authorization for extra time and additional charges before proceeding.

4. Safety, Site Conditions, and Service Limitations

4.1 All Malinis staff and contractors are covered by WSIB. Work will only be performed where conditions are reasonably safe and accessible using company-approved methods and equipment.

4.2 Any area determined to be unsafe, unstable, or not reasonably accessible at the time of service may be excluded, deferred, or requoted. Exterior work may also be rescheduled due to rain, wind, lightning, freezing conditions, or other unsafe weather or site conditions.

4.3 Hazardous materials or unsafe contamination will be left untouched. This includes, without limitation, body fluids, excretions, needles, banned substances, pest-contaminated areas, litter boxes, mold, or similar hazards. In cases of excessive contamination or unsafe exposure, our team may leave the site.

4.4 If our staff reasonably believe their personal safety is at risk, including due to intoxication on site, an uncontained aggressive animal, or exposure to drugs, firearms, or other threats, Malinis may stop work and leave the job site. In that situation, the customer remains responsible for the full scheduled service cost.

4.5 Insect infestations or similar conditions that create a safety risk may prevent service. If ants, termites, roaches, fleas, bedbugs, wasps, or similar infestations are encountered in a manner that affects safe performance of the work, Malinis may suspend service and contact the customer.

4.6 Malinis is not responsible for pets that escape while staff are entering or exiting the property. Customers must advise in advance if pets will be loose and must ensure pets are appropriately controlled.

5. Cancellations, Lockout, and Non-Access

5.1 A minimum of two business days (48 hours) notice is required to cancel or skip a scheduled appointment. If adequate notice is not provided, a cancellation fee of $79.00 will apply.

5.2 If Malinis arrives and cannot gain access to the property, the team will attempt to contact the customer and wait up to fifteen (15) minutes for instructions or entry.

5.3 If access cannot be obtained within fifteen (15) minutes of arrival, or if the customer advises upon arrival that entry cannot be provided, the customer will be charged 50% of the scheduled service amount.

6. Pre-Existing Conditions, Breakage/Loss, and Wear & Tear

6.1 Malinis is not responsible for pre-existing scratches, failed seals, fogged panes, cracked glass, brittle screens, damaged frames, leaking seams, sagging gutters, rotten fascia, damaged downspouts, drainage issues, prior installation defects, or other existing property defects.

6.2 Malinis assumes no liability for items that are not properly secured or installed, including items that become damaged because they were previously loose, unstable, or inadequately anchored.

6.3 Malinis Home Solutions Inc. is bonded and insured. Liability for breakage or loss is limited to a maximum of ten (10) times the service charge for the day on which the incident occurred. Notice of any incident must be provided within forty-eight (48) hours of service.

6.4 Key replacement or locksmith charges are covered only where keys are lost or miscoded by Malinis, with a liability limit of $100.00 per location.

6.5 Wear and tear, oxidation, staining, embedded debris, long-term buildup, hard water spotting, worn finishes, and similar age- or condition-related issues may affect the final appearance of the cleaned surfaces. Some conditions may require multiple services to improve, and some may not be fully correctable.

7. Service Quality and Customer Support

7.1 If the customer is not satisfied with the quality of a serviced area, Malinis must be notified within twenty-four (24) hours of the service visit.

7.2 Malinis does not offer refunds for routine service dissatisfaction, but will return to re-service the affected area at no extra charge when notice is provided within the 24-hour period above.

8. Payment Terms

8.1 Accepted payment methods are MasterCard, Visa, and American Express unless otherwise stated in writing.

8.2 Payment is due in full upon completion of service.

8.3 A finance charge of 2% per month (24% annually) applies to all past due balances.

9. Miscellaneous

9.1 Gift certificates or gift cards, if issued, are non-refundable and cannot be exchanged for cash or credit.

9.2 If a customer hires a present or past Malinis staff member directly for home-related services outside of their agreement with Malinis, a referral fee of $2,500.00 is payable within thirty (30) days of notice from Malinis. Malinis reserves the right to pursue collection if the referral fee is not paid.

10. Customer Acknowledgement

By approving a Preliminary Remote Estimate, the customer acknowledges that final pricing remains subject to on-site verification and that any additional work or price revision requires prior approval.

By approving a Final On-Site Quote, the customer acknowledges that pricing is based on the listed scope and the site conditions observed during the on-site visit, and that any extra work outside that scope requires prior approval of revised pricing.