Discover Refined Waters' Stewardship Standards & Service Policies

I. Introduction & Purpose

At Refined Waters, I believe that refined communication is the foundation of trusted partnership. These policies ensure your sanctuary is managed with the professional care it deserves while preserving the delicate vitality of our local lake ecosystem. By partnering with me, you join a commitment to excellence and environmental integrity.

Scope of Services

At Refined Waters, my high standard care is designed for the meticulous preservation of your lakeside sanctuary. I specialize in white-glove interior maintenance, including deep care for custom architectural surfaces, expert indoor botanical nourishment, and sophisticated seasonal staging. Every session utilizes 100% plant-based, septic-safe and Canadian made products to ensure your home remains a healthy, serene environment. My expertise is focused exclusively on interior stewardship; I do not provide exterior landscaping, structural renovation, or mechanical utility repairs, allowing me to maintain a signature standard of luxury within your living spaces.

Client Responsibilities

A seamless partnership ensures your sanctuary remains pristine. I ask my clients to please provide safe and reliable access to the property, client must provide a physical key, door code or lockbox access and security code if applicable. Please ensure that pets are secured during service if they are anxious or aggressive, and notify me of any specific needs or delicate surfaces requiring specialized care. Your collaboration allows me to provide the level of service your property deserves.

Water Access Only: For boat-access properties, clients must clarify if they are providing transportation, or if personal boat use is needed.

04. Payment & Billing

To ensure a seamless and worry-free experience for our homeowners and cottage owners, Refined Waters maintains a transparent, automated billing system. Payments are due in full and processed securely at the beginning of each cycle, ensuring your sanctuary always receives the care it deserves without administrative delay. Detailed service summaries are provided with every invoice, offering cloud-clear transparency into the maintenance and stewardship of your lakeside property.

Late Fees: A $25 late fee applies to invoices unpaid after 7 days.
All services are subject to 13% HST

05. The REFINED WATERS Promise to You

Your satisfaction is my priority. If my service does not meet your expectations, please do not hesitate to phone or email within 24 hours of your services rendered and I will gladly return to your home or cottage within 48 hours to re-clean those specific areas at no additional cost to you. My goal is to ensure every client is a happy one—if I can’t make it right after a re-clean, we will discuss a partial or full credit toward your next service.

06. Cancellation &
Lockout Policy

I. The Sanctuary Commitment

To provide the meticulous level of care your home or cottage deserves,

I reserve specific time blocks for each client.
When a session is cancelled, or rescheduled upon short notice, it is often I am unable to fill the spot.

I strive to be as flexible as possible while ensuring consistent reliability for your home or cottage.

II. Cancellation & Rescheduling
Notice Required: I require a minimum of 48 hours' notice for any cancellations or changes to your scheduled visit.

• Late Cancellation Fee: Cancellations made with less than 48 hours' notice will be subject to a fee of 50% of the estimated service cost.
• Cancellations made on the same day of the appointment will incur a fee of 100% of the service cost.

III. Lockout & Access Policy

• Access: It is the client's responsibility to ensure Refined Waters has access to the property on the scheduled day (e.g., via key, code, alarm code or being present).

Lockout Fee: If I arrive and are unable to gain entry, or if I am turned away at the door, a Lockout Fee of 100% of the service price will be charged to cover travel and reserved labor.

Waiting Period: I will wait for a maximum of 20 minutes past the scheduled start time before considering the visit a "Lockout".

IV. Exceptions & Emergencies

I understand that "lake life" can be unpredictable.
Fees may be waived at my discretion for genuine emergencies or extreme weather events that make travel to your property unsafe.

The "Notice Period" Clause

In the event of an unavoidable family emergency, Refined Waters will notify the client immediately. If notice is given less than 24 hours before the service, a 10% discount will be applied to the rescheduled cleaning.

In the event I must reschedule, Refined Waters will give at least 48-72 hours notice whenever possible.

Cancellations due to emergencies will be communicated via Phone Call and SMS to ensure the owner receives the message in time to adjust guest expectations.

Safety, Property & Liability

1. While I provide a meticulous level of detail, my services are performed as a Curated Property Stewardship, not a licensed structural or home inspection. I commit to reporting any visible concerns (e.g., loose railing spindles, water spots, or structural wear) to the Client as a courtesy, but I am not liable for pre-existing conditions or failures of home systems.

2. Asset Protection & Liability

Refined Waters Home & Cottage Care is fully insured for general liability and can provide a Certificate of Insurance when requested.
I use only material-safe, eco-luxury products. If a surface requires specific proprietary care, or if a client requests Refined Waters to use a particular product the Client must provide these specifications in writing.
High-Value Items: To maintain a "refined atmosphere," I treat all belongings with reverence. However, items of extreme sentimental or monetary value should be identified during the initial consultation or secured prior to service.

3. Safety & Access Protocols

Safe Entry: For water-access properties, the Client ensures that all docks, walkways, and stairs are structurally sound and clear of debris. In winter months, paths must be salted or sanded for safe transit unless "Off-Season" care is being provided.
Workplace Environment: To ensure a focused, "immaculate" result, I request that contractors or other service providers are not scheduled simultaneously with my visit unless previously coordinated.
Climate Controls: For the safety of the myself and the integrity of cleaning products, the property must be maintained at a reasonable temperature (between 15°C and 25°C) during service hours.

4. Breakage & Damage Claims

In the rare event of an accident:
I will notify the Client within the hour of the occurrence.
Claims must be submitted in writing within 48 hours of the service date. Refined Waters reserves the right to repair or replace the item with one of similar make and quality.

5. Secure Key & Data Management

All client access data (keys, gate codes, and alarm sequences) are handled with Bespoke Confidentiality. Keys are coded numerically and stored in a secure off-site safe; digital codes are kept in an encrypted vault. I would never share property location and/or interior images on social media without an executed Media Release signed by my client.

6. Protecting Your Privacy

This policy outlines how Refined Waters collects, uses, and protects your personal information when you book my services.

a. Information I Collect

I only collect the minimum information necessary to provide my services, including:

Contact Details: Your name, phone number, and email address.

Service Address: The location where care will be performed.

Payment Information: Handled securely through my payment processor; I do not store full credit card details on my own systems.

b. How I Use Your Information

Your data is used strictly to:

Schedule and confirm cleaning appointments.

Send service notifications and billing statements.

Respond to your inquiries or satisfaction guarantee requests.

c. Data Sharing & Disclosure

I do not sell your personal information to third parties. I only share data with:

Essential Service Providers: Such as scheduling software or payment processors.

Legal Requirements: If required by law to comply with a legal obligation.

d. Data Security & Retention

I use commercially reasonable safeguards (like password protection and encryption) to protect your data. I only keep your information as long as necessary to provide my services or as required for tax and legal purposes.

e. Your Rights

You have the right to:

Access the personal information I hold about you.

Request corrections to inaccurate information.

Withdraw your consent for marketing communications at any time.

09. Eco-Conscious Products & Allergies

I prioritize the health of Six Mile Lake and your family by exclusively using 100% plant-based, Canadian made, non-toxic, and septic-safe products. Please notify me of any specific household allergies or sensitivities so I can curate our botanical formulas to honor your personal wellness requirements.

To ensure your home or cottage remains a pristine sanctuary and that every visit is conducted with the highest standard of care, I have established these Professional Care Protocols. These guidelines protect your investments, your pets, and my ability to provide you with a consistently refined result.

* Elite Pet Stewardship & Safety

The Sanctuary Standard: I prioritize a calm, stress-free environment for your pets. To maintain this, I ask that nervous, hyperactive or highly protective pets be secured in a comfortable crate or a separate suite during my scheduled visit.

Property Integrity: While I treat your pets with the utmost care and respect, Refined Waters Home & Cottage Care is not responsible for any pre-existing pet-related damage to fine carpentry, upholstery, or flooring discovered during the stewardship process.

Exterior Access: For the safety of the animals and myself, I do not provide "let-out" services or exterior exercise unless specifically arranged as a Bespoke Add-on. I ensure all gates and doors are securely latched upon my departure.

* Ergonomic & Structural Limitations

Lifting & Mobility: To protect myself and your property’s surfaces, I do not move furniture exceeding 30 lbs (13.6 kg). This includes heavy cabinetry, large area rugs, or solid-wood furniture pieces.

Reach & Height: I utilize professional-grade, 2-step safety ladders to clean "within reach." While I am happy to get those hard-to-reach areas, I do not offer high-ceiling dusting or fixture care requiring extension ladders due to insurance limitations.

Hazardous Materials: The "Builder's Eye" does not extend to the removal of biohazards (mold, pest waste, or chemical spills). Should these be encountered, I will immediately notify the Client to coordinate specialized remediation.

Supplemental Safety Clauses

11. Photo & Social Media Policy

I. The Permission First Policy

To showcase the quality of my work, I will occasionally take 'Before & After' photos. I will never post photos of your home or cottage on any social media platform without your express verbal or written consent via my Media Release Form. Even with permission, I ensure that no identifying items (family photos, house numbers, or mail) are visible in the shot.

* Reminder: You have the right to withdraw your consent for marketing communications at any given time.

12. Communication & Service Changes

Frequent and transparent communication is the hallmark of refined home and cottage care. To ensure every detail of your sanctuary is preserved exactly as you envision, I primarily use email for service updates, protocol adjustments, and formal agreement changes. This ensures a reliable record for both home and cottage owners and myself, allowing us to maintain the highest standards of signature care year-round.

Greenery Care Policy

While I am happy to assist with basic indoor plant care, please be mindful I am not a professional horticulturist and cannot be held responsible for the health or survival of live plants. To protect your home from moisture damage, all plants should be kept in waterproof saucers or liners; I am not liable for damage caused by leaky pots if a client chooses not to use planter pot saucers. Additionally, to ensure my personal safety and prevent injury, I do not move or lift large, heavy floor plants.

14. Agreement & Acknowledgment

By choosing Refined Waters Home & Cottage care's premium services, you confirm that you have read, understood, and agreed to these terms. I am dedicated to providing the highest level of care for your Six Mile Lake property, following my refined eco-conscious standards.