Terms of Service

Terms of Service & Client Service Agreement

Last Updated: June 2026

1. Agreement and Acceptance

These Terms of Service and Client Service Agreement (“Terms”) constitute a binding agreement between you (“Client,” “you,” or “your”) and Fabric Doctor Inc. (“Fabric Doctor,” “we,” “our,” or “us”). By booking a service, creating an account, enrolling in a care plan, using our website, or otherwise engaging Fabric Doctor for services, you agree to be bound by these Terms.

If you are booking or contracting on behalf of a business, organization, or property, you represent that you have the authority to bind that entity to these Terms.

These Terms apply to all residential and commercial services provided by Fabric Doctor. Where residential and commercial terms differ, the applicable section is identified.

2. Service Provider

Legal Name: Fabric Doctor Inc.

Registered Address (Mailing Only): 8005 Financial Dr., Unit 203, Brampton, Ontario L6Y 6A1

Website: www.fabricdoctor.caPhone: 1-905-332-2477

Email: info@fabricdoctor.ca

3. Service Areas

Residential Services: Residential services are currently offered within selected service areas in Ontario.

Commercial Services: Commercial services are currently offered within selected Ontario regions subject to operational availability.

Service availability at specific addresses is subject to confirmation at the time of booking. We reserve the right to decline service requests outside our active service zones.

4. Service Descriptions

Fabric Doctor provides professional carpet cleaning and fabric care services including carpet cleaning, upholstery and fabric care, mattress cleaning, area rug cleaning, stain and odour treatment, fabric protection application, commercial textile maintenance, commercial facility assessments, follow-up visits, care plan visits, and related add-on services. Specific services included in a booking, care plan, or commercial agreement are defined at the time of booking or in the applicable service agreement. Services not explicitly included in a booking or plan are not covered.

5. Diagnostic-First Process

Fabric Doctor uses a diagnostic-first approach. Before treatment begins, our technicians will assess the service area, identify fiber and fabric types, evaluate stain and soil conditions, document pre-existing damage or conditions, and select the appropriate treatment method based on their professional assessment. The diagnostic assessment informs the treatment plan. It does not constitute a guarantee of specific results. Some conditions, stains, or damage may not be fully resolvable through professional cleaning, as described in Section 13 of these Terms.

6. Estimates, Quotes, and Pricing

Prices listed on our website, booking platform, and marketing materials represent our standard service pricing at the time of publication. All prices are in Canadian dollars and are subject to applicable taxes. Estimates and quotes provided before service are based on the information available at the time. The actual scope and cost of service may differ from an estimate if conditions at the service location differ from what was described, if additional services are requested, or if the technician’s on-site assessment identifies conditions not previously disclosed. If the on-site assessment reveals that the scope or cost of service will materially differ from the original estimate, our technician will inform you before proceeding. You may authorize the revised scope and cost or decline and pay only for the diagnostic assessment, if applicable.

7. Booking and Scheduling

Services may be booked through our website, our online booking platform, by phone, by email, or through another approved booking method. A booking is confirmed when you receive a confirmation from Fabric Doctor. Appointment times are scheduled within service windows. We make every reasonable effort to arrive within the scheduled window. However, service appointment times are not guaranteed and may be affected by prior appointments, traffic, weather, or operational circumstances. We will notify you as soon as practicable of any significant delay.

8. Customer Account and Information Accuracy

When you create an account or book a service, you agree to provide accurate, current, and complete information including your name, service address, contact information, and any property conditions relevant to service delivery. You are responsible for keeping your account information current and for notifying us of any changes to your address, contact information, or property conditions that may affect service delivery. You are responsible for maintaining the confidentiality of any account credentials. You are responsible for all activity under your account.

9. Customer Preparation Responsibilities

Before a scheduled service visit, you are responsible for removing small furniture, personal items, and fragile objects from the service area. Clearing the work area of toys, electronics, and household items. Ensuring that the service area is accessible and that all rooms or areas to be serviced are available. Vacuuming carpeted areas if possible, to allow the cleaning treatment to focus on deep cleaning. Notifying us of any areas of concern, pre-existing damage, delicate fabrics, or conditions that may affect treatment. If the service area is not adequately prepared and additional time is required, we may charge for the additional time at our standard hourly rate or reschedule the appointment.

10. Access to Premises

You agree to provide our technicians with safe, clear, and timely access to the service location at the scheduled appointment time. This includes ensuring that building entry, unit access, parking, and elevator access (where applicable) are arranged in advance. If our technicians are unable to access the service location at the scheduled time due to locked doors, restricted entry, parking unavailability, or any other access issue, the appointment may be treated as a no-show and subject to the no-show fee described in Section 20 of these Terms.

11. Pets, Children, Valuables, and Safety

For the safety of your household and our technicians, please ensure that pets are secured in a separate area away from the service zone during the appointment. Children are supervised and kept away from equipment, chemicals, and wet surfaces during and after service. Valuables, fragile items, and breakable objects are removed from the service area before the appointment. Fabric Doctor is not responsible for damage to items left in the service area that were not disclosed to or identified by the technician before service began. Fabric Doctor is not responsible for the supervision of pets or children during service.

12. Pre-Existing Damage and Limitations

Our technicians will document observable pre-existing conditions before treatment begins, including existing stains, discoloration, wear, fiber damage, carpet delamination, odour conditions, and any other conditions that may affect the treatment or its outcome. Pre-existing damage or conditions that exist before our service are not the responsibility of Fabric Doctor. Where a pre-existing condition limits the effectiveness of treatment, our technician will inform you before proceeding and document the limitation.You may be asked to sign or acknowledge a pre-existing condition acknowledgement before treatment of affected areas.

13. Fabric, Stain, Odour, and Restoration Disclaimers

Professional carpet cleaning and fabric care is a treatment process, not a restoration guarantee. Fabric Doctor makes no guarantee or warranty that any specific stain, odour, discoloration, or condition will be completely removed or resolved. The following limitations apply to all services:

13.1 Stain Removal

Not all stains can be fully removed. Some stains are permanent due to the nature of the staining agent, the fiber type, the age of the stain, prior treatment attempts, or chemical reactions between the stain and the fabric. Our technicians will assess each stain and provide a professional opinion on the expected outcome, but this opinion is not a guarantee of complete removal.

Prior treatment attempts that may cause permanent damage or interfere with professional treatment include the use of store-bought carpet cleaning sprays, household bleach or bleach-based cleaners, vinegar and baking soda mixtures, hydrogen peroxide applied directly to carpet fibers, dish soap or laundry detergent applied to carpet or upholstery, steam mops not designed for carpet use, rental carpet cleaning machines with incorrect chemical concentrations, and excessive scrubbing or rubbing that damages fiber structure. These treatments can set stains permanently, cause discoloration, weaken fibers, leave chemical residues that react with professional cleaning solutions, or alter the pH of the fabric in ways that prevent effective treatment. Fabric Doctor is not responsible for limitations caused by prior DIY treatment.

13.2 Odour Treatment

Odour treatment addresses surface and accessible sub-surface odour sources. Some odours, particularly those caused by pet urine that has penetrated the carpet backing, underpad, or subfloor, may not be fully eliminable through carpet cleaning alone and may require additional remediation beyond the scope of our services.

13.3 Fabric and Fiber Reactions

Different fabrics and fibers respond differently to cleaning treatments. While we select treatment methods appropriate to the identified fiber type, some materials may experience minor colour variation, texture change, or shrinkage as a result of professional cleaning. This includes but is not limited to natural fibers such as wool, silk, and cotton, and older or degraded synthetic fibers. We take reasonable care to minimize these risks but cannot guarantee the absence of any change in appearance or texture.

13.4 Dye and Colour

Some fabrics contain unstable dyes that may bleed, fade, or shift during cleaning. Factory defects in dyeing, sun-fading, or prior chemical exposure can cause colour changes that become apparent only after cleaning. These conditions are not caused by our treatment and are not the responsibility of Fabric Doctor.

13.5 Moisture and Drying

Carpets and fabrics cleaned using hot water extraction or similar methods will be damp after service. Typical drying time is four to twelve hours depending on airflow, humidity, carpet type, and room conditions. We recommend adequate ventilation after service. Fabric Doctor is not responsible for damage resulting from inadequate drying conditions, pre-existing moisture issues in the subfloor, or client failure to provide reasonable ventilation.

13.6 Wear and Aging

Professional cleaning may reveal pre-existing wear, traffic patterns, or aging that was previously masked by soil. This is not damage caused by the cleaning process.

13.7 Hidden Moisture and Microbial Conditions

Fabric Doctor is not responsible for hidden moisture conditions, mould, mildew, microbial growth, subfloor contamination, or structural conditions that exist prior to service or that become apparent following cleaning. Cleaning may reveal pre-existing moisture-related conditions that were previously concealed by soil, staining, or surface buildup.

13.8 Marketing and Advertising Results

Results shown in advertisements, photographs, social media, demonstrations, or marketing materials are illustrative only. Actual results vary depending on fabric type, stain composition, age of condition, prior treatments, wear, environmental conditions, and other factors beyond Fabric Doctor’s control.

14. Service Exclusions

Fabric Doctor’s services do not include the following unless specifically agreed in writing: subfloor treatment or replacement, underpad replacement, mould or mildew remediation beyond surface treatment, structural water damage restoration, fire or smoke damage restoration, biohazard cleanup, pest or insect treatment, carpet repair, re-stretching, or re-installation, tile, grout, hardwood, or hard-surface floor cleaning, and any service not explicitly described in the booking confirmation or service agreement.

15. Care Plan and Subscription Terms

15.1 Overview

Fabric Doctor offers residential care plan subscriptions (“Care Plans”) billed as recurring monthly subscriptions through our payment processing provider. Care Plans include an annual professional cleaning visit and the specific benefits described for each plan tier at the time of enrollment.

15.2 Billing

Care Plans are billed monthly on a recurring basis. By enrolling in a Care Plan, you authorize Fabric Doctor to charge the applicable monthly fee to your designated payment method through our payment processing provider each month until the subscription is cancelled.

15.3 Plan Scope and Fit

Care Plan eligibility is confirmed during the initial assessment. The plan you select must match your home’s size and conditions as defined in the plan descriptions (room count, approximate square footage per room). If your home exceeds the scope of your selected plan, we may recommend a higher-tier plan or adjust pricing accordingly.

15.4 Subscription Acknowledgement

By enrolling in a Care Plan, you acknowledge that the subscription renews monthly until cancelled; that annual service benefits are provided based on continued membership participation; and that cancellation terms may affect pricing previously provided at discounted member rates.

15.5 Cancellation

You may cancel your Care Plan at any time by contacting Fabric Doctor by phone or email. Cancellation terms depend on whether you have received your annual service visit:

Before annual service visit: If you cancel your Care Plan before your included annual service visit has been completed, future billing will stop and any amounts paid may be refunded less a reasonable administrative fee reflecting costs incurred in establishing and administering the plan.

After annual service visit: Care Plan pricing reflects discounted pricing based on continued membership over the annual service cycle. If included annual services have already been provided and the Care Plan is cancelled before the completion of the annual billing cycle, Fabric Doctor reserves the right to recalculate previously discounted services at standard non-member rates. Payments already made will be credited toward the recalculated amount. Any remaining balance may be invoiced.

Examples of standard non-member pricing are available upon request.

15.6 Non-Refundable Payments

Subscription payments already collected for services that have been fully performed are non-refundable.

15.7 Consumer Protection Rights

Nothing in these Terms limits any mandatory cancellation or refund rights provided under applicable consumer protection laws.

15.8 Failed Payments

If a recurring payment fails, we will notify you and provide a reasonable opportunity to update your payment method. Continued failure to pay may result in suspension or cancellation of your Care Plan.

16. Add-On Services and Follow-Up Visits

Add-on services such as mattress cleaning, area rug cleaning, upholstery treatment, stain or odour treatment, and fabric protection may be booked separately or added to a scheduled visit. Add-on services are billed separately at the applicable rate and are not included in Care Plan pricing unless explicitly stated.

Follow-up visits, if offered or required, are scheduled and billed separately from the primary service visit.

17. Commercial Service Terms

Commercial services are provided under a separate commercial service agreement or the terms of a commercial quote or proposal accepted by the client. Commercial pricing, scope, frequency, access requirements, invoicing terms, and cancellation terms are defined in the applicable commercial agreement.

Unless explicitly stated otherwise in a separate commercial agreement, these Terms apply to all commercial services provided by Fabric Doctor. Where a separate commercial service agreement exists, the commercial agreement governs commercial-specific terms, and these Terms continue to apply to all matters not addressed in the commercial agreement. Commercial clients acknowledge that the Ontario Consumer Protection Act provisions applicable to consumer transactions may not apply to commercial service agreements.

Commercial clients are billed monthly via invoice unless otherwise agreed in writing. Payment terms for commercial invoices are net thirty (30) days unless otherwise specified.

Fabric Doctor is not liable for business interruption, operational downtime, tenant claims, loss of revenue, loss of profits, or consequential commercial losses arising from scheduling delays, drying times, or treatment outcomes.

18. Payment Terms

All prices are in Canadian dollars and are subject to applicable taxes including HST. Payment is due at the time of service unless otherwise agreed.

Residential one-time services and add-ons: Payment is due upon completion of service. We accept payment through our booking platform, our payment processing provider, or another approved payment method.

Residential pre-authorization: For residential services other than Care Plans, we may place a pre-authorization hold on your credit card for the estimated total cost of service at the time of booking. The charge is finalized only upon completion of the service. If the actual cost differs from the pre-authorized amount, the charge will be adjusted accordingly.

Care Plan subscriptions: Billed monthly through our payment processing provider as described in Section 15.

Commercial services: Invoiced monthly or as specified in the applicable commercial agreement. Payment terms are net thirty (30) days unless otherwise specified.

19. Deposits, Failed Payments, Late Payments, and Collections

Fabric Doctor does not require deposits for standard residential services. Pre-authorization holds as described in Section 18 are not deposits and are released if the service is not performed.

If a payment fails, is declined, or is not received by the due date, we will notify you and provide a reasonable opportunity to resolve the payment. Outstanding balances that remain unpaid after thirty (30) days may be subject to interest at a rate of 1.5% per month (18% per annum), and Fabric Doctor reserves the right to engage a third-party collection agency or pursue legal remedies to recover the outstanding balance. Costs of collection, including reasonable legal fees, may be added to the outstanding balance.

If payment remains outstanding after three attempts to collect over a 180-day period, Fabric Doctor reserves the right to commence legal proceedings. Any legal action to recover unpaid fees will be brought in the courts of the Province of Ontario.

By agreeing to these Terms, you consent to receive service of legal process at the email address associated with your account. It is your responsibility to keep your email address current.

Fabric Doctor may, at its sole discretion, suspend or terminate services to any customer with outstanding unpaid fees, without prejudice to its right to collect such fees.

Fraudulent or bad-faith chargebacks relating to completed services may result in collections activity, legal proceedings, service suspension, or recovery of associated administrative and processing costs.

20. Cancellation, Rescheduling, No-Show, and Access-Denied Fees

Cancellation notice: You must provide at least twenty-four (24) hours’ notice before your scheduled appointment to cancel without penalty.

Cancellation fee: If you cancel with less than 24 hours’ notice, a $50 cancellation fee will apply.

Rescheduling fee: If you reschedule with less than 24 hours’ notice, a $25 rescheduling fee will apply.

No-show: If our technicians arrive at the service location and are unable to perform the service because you are not present, have not provided access, or have not prepared the service area as required, the appointment will be treated as a no-show and the full cancellation fee of $50 will apply.

Access denied: If our technicians are denied access to the service location for any reason at the time of the scheduled appointment, the appointment will be treated as a no-show.

21. Refunds and Re-Service Policy

Fabric Doctor stands behind the quality of our work. If you are not satisfied with the results of a service, you must notify us within forty-eight (48) hours of service completion. We will arrange a re-service at no additional cost to address the specific areas of concern.

Refunds are not issued for completed services where the service was performed in accordance with our professional standards. Re-service is our standard remedy for service quality concerns.

Refunds will not be issued for conditions described in Section 13, including permanent stains, pre-existing damage, fabric reactions, dye instability, or results limited by the nature of the material or condition being treated.

22. Satisfaction Issue Reporting Window

You must report any service quality issue, concern, or complaint within forty-eight (48) hours of service completion. Reports submitted after this window may not be eligible for re-service at no charge. To report an issue, contact Fabric Doctor at 1-905-332-2477 or by email at info@fabricdoctor.ca.

23. Technician Documentation, Photos, and Service Records

Our technicians may take photos and videos of service areas before, during, and after treatment. Technicians may also record service notes, inspection findings, fabric observations, treatment details, and post-service documentation. You may be asked to sign a service completion acknowledgement or pre-existing condition acknowledgement.

This documentation forms part of Fabric Doctor’s business records and may be retained and used for quality assurance, training, dispute resolution, legal compliance, insurance purposes, and internal operational purposes.

During the booking process, you will be asked to consent to technician documentation including photos and videos for service records and quality control. Documentation will not be used for marketing, advertising, or any public-facing purpose without your separate, specific consent. You may decline marketing use at any time without affecting your service.

For further information on how we handle photos, videos, and personal information, refer to our Privacy Policy.

24. Client Warranties and Representations

By booking a service, you represent and warrant that you are the owner or authorized occupant of the service location, or that you have the authority of the owner or authorized occupant to engage cleaning services at that location. The information you provide, including property conditions, fabric types, and special instructions, is accurate and complete to the best of your knowledge. You have disclosed any known pre-existing damage, conditions, or hazards that could affect service delivery or the safety of our technicians. You have prepared the service area as described in Section 9 of these Terms.

25. Limitation of Liability

To the maximum extent permitted by law, Fabric Doctor’s total liability for any claim arising out of or related to our services, whether in contract, tort, negligence, or otherwise, is limited to the amount you paid for the specific service giving rise to the claim.

Fabric Doctor is not liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of use, loss of revenue, or loss of enjoyment, arising out of or related to our services.

Fabric Doctor is not liable for damage to property that results from pre-existing conditions, normal wear and aging, fabric or dye instability, conditions not disclosed before service, inadequate preparation of the service area, or conditions described in Section 13 of these Terms.

Nothing in these Terms limits or excludes liability that cannot be limited or excluded by applicable law, including liability for personal injury caused by negligence.

26. Indemnity

You agree to indemnify and hold harmless Fabric Doctor, its owners, officers, employees, and technicians from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to your breach of these Terms, your provision of inaccurate or incomplete information, conditions at the service location that were not disclosed, or your failure to prepare the service area as required.

27. Force Majeure

Fabric Doctor is not liable for any delay or failure in performance resulting from circumstances beyond our reasonable control, including but not limited to severe weather, natural disasters, pandemics, government orders, utility failures, labour disputes, equipment failure, road closures, or other force majeure events. We will notify you as soon as practicable and reschedule the affected service.

28. Refusal or Termination of Service

Fabric Doctor reserves the right to refuse or terminate service where the service environment presents a health or safety risk, including but not limited to biohazards, bodily fluids, infestations, aggressive animals, structural hazards, hazardous air quality, needles or sharps, or threatening conduct. The client engages in abusive, threatening, or harassing conduct toward our staff, including office staff, technicians, and any Fabric Doctor representative. The client repeatedly fails to meet preparation, access, or payment obligations. The client provides materially inaccurate information affecting service delivery. Continued service would, in our reasonable judgment, create an unacceptable risk to our staff, equipment, or reputation.

Where we refuse or terminate service, we will provide reasonable notice where practicable and refund any prepaid amounts for services not yet performed, less any applicable fees.

29. Website and Account Use

Your use of our website at www.fabricdoctor.ca and any customer account is subject to these Terms. You agree not to use the website or account for any unlawful purpose, to interfere with the operation of the website, or to access data or systems not intended for you.

We may suspend or terminate your account at our discretion if we believe your use violates these Terms.

30. Third-Party Platforms

Fabric Doctor uses third-party platforms for booking, scheduling, and payment processing. Your use of these platforms is subject to their respective terms of service and privacy policies, which are separate from and in addition to these Terms.

Fabric Doctor is not responsible for the performance, availability, or policies of third-party platforms. Any issues related to booking or payment processing should be directed to Fabric Doctor first; we will coordinate with the applicable provider as needed.

31. Intellectual Property and Brand Content

All content on the Fabric Doctor website, including text, images, logos, graphics, service descriptions, and marketing materials, is the property of Fabric Doctor Inc. or its licensors and is protected by applicable intellectual property laws.

You may not reproduce, distribute, modify, or create derivative works from any Fabric Doctor content without our prior written consent.

32. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein.

Any dispute arising out of or related to these Terms or our services will first be addressed through good-faith negotiation between the parties. If the dispute cannot be resolved through negotiation within thirty (30) days, either party may pursue resolution through the courts of competent jurisdiction in the Province of Ontario.

33. Changes to Terms

We may update these Terms from time to time. When we make material changes, we will update the “Last Updated” date and, where appropriate, provide notice through our website, booking platform, or email. Your continued use of our services after the updated Terms are posted constitutes your acceptance of the changes.

For Care Plan subscribers, material changes to subscription pricing, cancellation terms, or service scope will be communicated with reasonable advance notice before taking effect.

34. Contact Information

For questions about these Terms, service inquiries, or to report a service issue:

Fabric Doctor Inc.

8005 Financial Dr., Unit 203, Brampton, Ontario L6Y 6A1

Phone: 1-905-332-2477

Email: info@fabricdoctor.ca

Website: www.fabricdoctor.ca

35. Acceptance

By booking a service, enrolling in a Care Plan, or using Fabric Doctor’s services, you confirm that you have read, understood, and agreed to these Terms of Service and our Privacy Policy. Both documents are available at www.fabricdoctor.ca.

36. Severability

If any provision of these Terms is found by a court of competent jurisdiction to be invalid, unenforceable, or contrary to law, that provision shall be modified to the minimum extent necessary to make it valid and enforceable, or if modification is not possible, shall be severed from these Terms. The invalidity or unenforceability of any provision shall not affect the validity or enforceability of the remaining provisions, which shall remain in full force and effect.

37. Entire Agreement

These Terms, together with any applicable service agreement, quote, invoice, Privacy Policy, or Care Plan terms expressly incorporated by reference, constitute the entire agreement between the parties regarding the services provided. No verbal representations, marketing materials, or prior communications modify these Terms unless expressly incorporated by reference in writing.

38. Electronic Communications Consent

You consent to receive electronic communications from Fabric Doctor relating to scheduling, billing, service updates, invoices, notices, and account administration. Electronic communications satisfy any legal requirement that such communications be in writing.