Service Terms and Conditions of Use

1. Acceptance of Terms

By checking the box linked to this page or submitting any service request, the client declares having read, understood, and accepted these general terms and conditions. This acceptance is legally binding and holds the same value as a signed written agreement.

2. Service Description

Matelas 911 provides professional at-home mattress cleaning services. This includes travel to the client’s location, the use of specialized equipment, and the application of cleaning products to reduce stains, odors, allergens, and dust mites.

Results may vary depending on the mattress condition, the nature of the stains, and the materials involved. No specific result (e.g., complete removal of a stain or odor) can be guaranteed.

3. Pricing and Payment

Prices are listed in Canadian dollars (CAD), before applicable taxes.

Payment is due at the time of service, unless otherwise agreed.

Additional fees may apply in specific cases (e.g., heavily soiled mattresses, remote areas, etc.).

4. Booking and Cancellation

All bookings are considered final and non-refundable unless canceled within the prescribed time limits.

Clients may cancel or reschedule their appointment at least 72 hours in advance without penalty.

Cancellations made less than 72 hours before the scheduled appointment, or no-shows, may incur a fee up to 100% of the booked service, at the discretion of Matelas 911.

5. Refund Policy

5.1 No Refunds After the Service

No refunds will be issued after the service has been completed, except in cases of proven and documented professional negligence acknowledged in writing by Matelas 911.

5.2 Refunds Before the Service

A full refund may be granted if the cancellation is made at least 72 hours before the scheduled appointment.

Otherwise, late cancellation fees of up to 100% of the booked amount may apply.

No refund will be given in cases of false statements, client absence, or if access to the service location is not compliant with the necessary conditions.

5.3 Exceptional Cases

In the event of exceptional and unforeseeable circumstances (e.g., documented medical emergency, major disaster), a refund request may be reviewed on a discretionary basis, with no obligation on our part.

6. Client Responsibilities

The client agrees to:

• Provide accurate and complete information.

• Ensure that the mattress is accessible and necessary conditions are met (power outlet, water tap, clear space).

• Inform Matelas 911 of any special situations (presence of bedbugs, pets, high humidity, etc.).

Matelas 911 reserves the right to refuse or interrupt the service if the conditions are unsafe or unsuitable, without any obligation to issue a refund.

7. Limitation of Liability

Matelas 911 cannot be held liable for:

• Incomplete results for permanent stains or odors.

• Normal wear or alteration due to deep cleaning (e.g., slight discoloration, fabric sensitivity).

• Pre-existing or unreported damage.

• Delays or cancellations caused by factors beyond our control.

Our liability is limited to the amount paid for the specific service in question.

8. Image Capture and Usage

By booking a service with Matelas 911, the client expressly authorizes the taking of photos and videos before, during, and after the service for the purposes of:

• Documenting the mattress and site condition for legal and quality control purposes;

• Ensuring service traceability and internal process improvement;

• And, when relevant, using selected images or footage for marketing, training, or promotional purposes (e.g., website, social media, brochures).

No face, name, address, or identifying personal information will ever appear in any published content. All visuals are used anonymously and professionally in accordance with privacy laws.

Clients may opt out of marketing usage by notifying us in writing before the appointment, using the contact email provided in the “Contact Us” section.

9. Force Majeure

We are not liable for any failure or delay in performance due to force majeure events (natural disasters, pandemics, strikes, service outages, etc.).

10. Governing Law

These conditions are governed by the laws of the Province of Quebec, Canada. Any dispute shall be submitted to the competent courts in the service provider’s judicial district.

11. Privacy

Personal data is used solely for service management and is never shared with third parties without consent. Please refer to our [Privacy Policy] for more details.

12. Modifications

We reserve the right to modify these terms at any time. The current version is the one published on our website at the time of your booking.

13. Contact Us

For any questions, requests, or claims:
📧 Info@Matelas911.com
📞 1 (581) 628-9636