Terms and Conditions

1) DEFINITIONS

• "Agreement" means these Terms and Conditions together with the Booking;
• "Booking" means your request for Services as submitted through our Website;
• "Company", "we", "us", "our" means Ikiu;
• "Customer", "you", "your" means the person making the Booking;
• "Services" means the cleaning and related services described in your Booking;
• "Website" means ikiu.xyz and associated pages;

2) SERVICES

We provide professional cleaning services in Victoria, BC and surrounding areas. Services include but are not limited to:

• Regular house cleaning
• Deep cleaning services
• Move-in/move-out cleaning

3) BOOKING AND PAYMENT

3.1 Booking Process

• Bookings are made through our Website
• All bookings are subject to availability
• We reserve the right to decline any booking
• Confirmation will be sent via email

3.2 Payment Terms

• Payment is required in full at time of booking
• We accept major credit cards
• All payments are processed securely through our platform

3.3 Satisfaction Guarantee & Dispute Resolution

• 24-Hour Dispute Window: You must report any dissatisfaction with service quality within 24 hours of service completion. Claims submitted after this window cannot be processed.
• Step 1 — Free Re-Clean: For any legitimate service quality complaint reported within the window above, Ikiu will arrange a free re-clean of the specific area(s) or issue(s) you reported, at the earliest mutually convenient time.
• Step 2 — Refund If Still Unsatisfied: If you remain dissatisfied after the re-clean, Ikiu will issue a full refund of the service fee for that booking.
• Evidence Required: Disputes must include specific details and photographic evidence where applicable
• Good Faith: All disputes must be submitted in good faith with legitimate service quality concerns

4) CANCELLATION AND RESCHEDULING

• More than 24 hours before service: Free cancellation, full refund
• Less than 24 hours before service: 50% cancellation fee applies
• After scheduled service time: No refund (no-show)
• If no provider has been assigned yet: Always free cancellation
• Rescheduling is subject to availability
• Weather-related cancellations will not incur charges

5) LIABILITY AND SERVICE DELIVERY

5.1 Service Liability

• Platform Service: Ikiu operates as a technology marketplace platform that connects customers with independent cleaning service providers. Ikiu does not employ the service providers, nor does it direct or control the manner in which services are performed. All service providers are independent contractors solely responsible for their own equipment, methods, insurance, taxes, and compliance with applicable laws.
• Service Providers: All cleaning services are performed by independent contractors, not Ikiu employees
• Service Quality: Service providers are responsible for the quality and completion of their work
• Damage Claims: Any damage claims must be reported within 24 hours of service completion
• Pre-existing Conditions: We are not liable for pre-existing damage or conditions
• Insurance: Service providers are independent contractors responsible for their own insurance coverage. Customers are encouraged to maintain adequate homeowner's insurance.

5.2 Limitation of Liability

The Service Provider who performed your booking is the primary party responsible for any damage, loss, or injury arising from the service, as set out in Section 5.1. This limitation applies specifically to Ikiu's own liability, separate from and secondary to that responsibility — it does not replace or reduce the Service Provider's own obligation to you.

To be considered, a claim against Ikiu under this section must (a) be reported within the 24-hour window described in Sections 3.3 and 5.1, and (b) identify the specific act or failure by the Service Provider giving rise to the claim.

Subject to the above, Ikiu's maximum aggregate liability to you for any and all claims arising out of or relating to these Terms or your use of the Services will not exceed the lesser of:

• (a) The total service fee charged to the Customer for the specific transaction giving rise to the claim, or
• (b) $500 CAD

5.3 Disclaimer of Criminal Acts

Ikiu expressly disclaims any and all liability for the acts or omissions of any Service Provider, including but not limited to:

• Theft or fraud
• Physical assault or harm
• Sexual misconduct
• Property damage or destruction
• Any other criminal activity

You acknowledge that Ikiu does not guarantee the safety or security of Service Providers or Customers. While we verify provider identity and require background check documentation, these measures cannot eliminate all risks.

6) CUSTOMER INDEMNIFICATION

You agree to indemnify, defend, and hold harmless Ikiu from and against any and all claims, liabilities, damages, losses, and expenses, including reasonable legal fees, arising out of or in any way connected with:

• (a) Your breach of these Terms
• (b) Your negligence or willful misconduct, including:
  • Failure to provide a safe working environment for the Service Provider
  • Failure to secure valuables or property
  • Providing false or misleading information
  • Harassment or inappropriate conduct toward providers
  • Violation of applicable laws or regulations

This means: If your actions or negligence cause problems that result in legal claims against Ikiu, you are responsible for defending and compensating Ikiu for those claims.

7) CUSTOMER RESPONSIBILITIES

• Provide accurate booking information
• Ensure safe access to the property
• Secure valuable items before service
• Provide any special instructions in advance
• Be present during service or arrange access

8) SERVICE COMPLETION POLICY

Our service is time-based — customers purchase a set number of hours and providers work for the full booked duration.

• Providers are committed to working the full duration of your booked time
• In cases where a property requires significantly more cleaning than anticipated, the provider will complete as much as possible within the booked time
• Incomplete service due to property condition or excessive soiling is not eligible for a refund. Where possible, this will be communicated to the customer before service begins.

9) PRIVACY

Your privacy is important to us. Please review our Privacy Policy for information about how we collect, use, and protect your personal information.

10) CHANGES TO TERMS

We may modify these Terms at any time. Changes will be effective immediately upon posting to our Website. Your continued use of our services constitutes acceptance of any changes.

11) CONTACT INFORMATION

For questions about these Terms, please contact us:

12) GOVERNING LAW

These Terms are governed by the laws of British Columbia, Canada. Any disputes will be subject to the jurisdiction of the courts of British Columbia.

Last updated: May 2026