Terms of Service
Last updated: July 24, 2026
These Terms of Service govern your use of Lulu Island Flagship Cleaning Services and any reservation you make with us. We provide residential and light-commercial cleaning services in Richmond, Vancouver, North Vancouver, West Vancouver and UBC, British Columbia, Canada.
1. Quotes and price hold
A quote generated through our quote tool reflects a full price with no hidden fees, valid for a limited time window shown on screen. The hold extends automatically while you are actively completing checkout, up to an absolute cap. If your price hold expires before you confirm, you'll need to request a new quote.
2. Reservation and payment authorization (Hold)
When you confirm a reservation, we place a payment authorization ("Hold") to secure your booking. For card payments, this is an authorization hold, not a charge. For Alipay and WeChat Pay, the full service amount is charged upfront at booking. For PayPal (available only for first-time reservations), 50% of the Hold amount is charged as an advance at booking, with the remainder handled at service completion or according to our Cancellation Policy. A backup card is required to complete checkout with any payment method, to cover charges such as damage or approved extra time.
3. Cancellations
Cancellation windows and penalty amounts are set out in full in our Cancellation Policy, which is part of these Terms. By confirming a reservation, you agree to that policy.
4. Identity and phone verification
We require phone number verification before your first reservation can be confirmed, as a fraud-prevention and communication measure. This applies regardless of how you signed in (including social login).
5. Eligible accounts
Self-serve online booking is available for residential clients. Commercial (B2B) and government accounts, and reservations flagged for administrative review, are handled through a separate process and are not confirmed automatically through this checkout flow. New clients may hold one active reservation at a time until their first service is completed.
6. Service documentation and quality
Our team documents service completion with checklist photos, which also support our satisfaction guarantee and any warranty claim you raise about missed items. You'll receive a gallery of before/after photos after your service.
7. Changes to these Terms
We may update these Terms from time to time. Material changes will be reflected on this page with an updated date.
8. Contact
Questions about these Terms can be sent to hello@luluislandflagship.ca.