By booking services with Pristine Clean — whether through our website, by phone, email, or text — you agree to comply with and be bound by these terms and conditions. If you do not agree to these terms and conditions, we recommend that you do not proceed with booking a service.
Booking service online doesn't guarantee you a spot for that date/time. You will be contacted by email or phone with a confirmation.
Our providers have been properly vetted. Prior to onboarding with us, you can rest assured all of our providers have integrity and are held accountable.
We reserve the right to deny and/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter, and disconnected utilities including electricity, heat (in cold temperatures) and water.
Our providers have the choice to leave if the home is in an extremely unsanitary condition or if they feel unsafe or threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot and you will be charged the cancellation fee.
Your price for cleaning is based on the cleaners focusing all of their time on cleaning. We ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas and surfaces to be cleaned: floors, counter-tops, tabletops, etc. If you'd like our cleaners to do these tasks for you, call the office in advance so your cleaning fee can be adjusted for the additional time.
We will gladly work around pets. We ask that indoor activity is limited for cleaning efficiency and safety reasons. If your pet becomes anxious or presents a safety concern, Pristine Clean reserves the right to remove its providers from your home.
Our providers are instructed not to enter a house if they believe an animal is a threat. Pets may behave differently if a family member is not present. If the removal of our cleaning provider is due to aggressive pets, our cancellation policy will apply.
Please remember we give these quotes based on years of experience, but we may adjust the price based on the actual condition of the house. To ensure there are no surprises when we arrive and find that the scope of work is greater than anticipated, we'll call you to let you know. If we are unable to reach you, the provider will have to leave and you will be charged the cancellation fee.
We reserve the right to reevaluate rates at any time based on the scope of work it takes to perform our service to meet the client's standards. Pristine Clean will contact the client to discuss price or service revisions if the cleaning time differs significantly.
Payments are made by credit card or E-transfer. Credit cards will not be charged until after the appointment is completed, however a hold will be placed on the card 24 hours prior to the booking to ensure funds are available. E-transfers will need to be sent 24 hours before your booking or the booking will be canceled.
We do not offer refunds. We have built our business providing our clients with the best possible service available. Still, we realize that things will from time to time get missed. Should this happen, email or call us within 24 hours and we will correct the error at no charge.
Recurring discounts start after the first cleaning service. If you skip cleanings so that your cleaning frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency.
Client cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client's established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc. The customer's rate shall be increased annually, by an amount not to exceed 10% of the client's current rate.
The client shall make the service location accessible to Pristine Clean providers on the scheduled service day. If the team is locked out of the client's home, every effort will be made to establish contact with the client to arrange for entry. If contact is not made within 30 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped and you will be charged the full value of the clean. To avoid the fee, provide us with a key or code to gain entry to your home.
At Pristine Clean, your satisfaction is our priority. We stand behind the quality of our work with a 100% satisfaction guarantee.
If your cleaning is not to your expectations, you must notify us by text, phone, or email within 24 hours of the completed service. Please include specific details of any areas or items that need attention. Photo and/or video submissions are encouraged and helpful.
We will gladly schedule a complimentary re-clean for any items missed within the original scope of work. Re-cleans are limited to one per appointment and must pertain to the original service scope. Requests outside the scope may incur additional charges.
We do not offer refunds for completed services once a provider has arrived and performed the scheduled cleaning.
We understand that plans can change. To help us serve all clients fairly and maintain our team's schedules, the following cancellation fees apply:
All fees will be charged to the credit card on file.
If your home is equipped with a security system, please ensure that it is in the off position or call our office with the code and proper directions for use. If the code should change, please let us know so you do not incur a lockout charge.
If you request to use your vacuum, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. If the vacuum is not in working order when we arrive, we will not be able to perform any vacuuming of carpet and hard floor surfaces.
We provide the equipment and products needed to thoroughly clean your home. If you require us to use green cleaning products only, please let us know before we start the service.
If you require us to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made, we ask that you have the cleaning chemicals and supplies ready so we can perform our cleaning service as efficiently as possible.
Mold removal is a specialty service. We cannot be liable for any mold-related risks in clients' homes.
We cannot clean hoarding homes or areas containing any animal or human body fluids, blood, feces, vomit, cat litter boxes, bird cages, urine, or other excretions.
For safety and liability reasons, our providers cannot climb higher than a step stool or work outside of your home. Cleaners cannot move objects more than 35 pounds. If you would like us to clean behind heavy objects, please move them prior to the cleaning.
While an occurrence is rare, the possibility of breakage or damage is present while we clean. Our cleaners exercise reasonable care when cleaning your home. All providers carry insurance for damage or breakage caused by the provider.
We are not liable for damage caused by normal wear and tear, improper installation of an item in your home, or artwork, collectibles, or family heirlooms not disclosed during the booking process. The client should point out such fragile items to us before starting service and advise us how they would like them handled.
Notification must be made within 24 hours of breakage or loss of any personal items. Identical replacement is always attempted but not guaranteed.
We schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain low prices and avoid trip fees. If you require a specific time we will make every effort to accommodate your request, however no times are guaranteed.
Due to the unpredictable nature of our business and unforeseen circumstances, we allow the flexibility of scheduling our cleaning between 8:00 AM and 7:00 PM. We generally arrive within a 2-hour window disclosed within your booking. If we are running late, we will call or text you.
Pristine Clean does not perform statutory holiday visits. If your scheduled day falls on a statutory holiday, we will contact you to reschedule.
In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry, Pristine Clean will not be held liable for any damages or theft to the client's home.
Upon termination or cancellation of services, Pristine Clean shall return any client key(s) in its possession no later than 48 hours after termination of services or the next business day.
As our customer, we ask that you agree not to solicit for hire any of our providers to work directly for you. Our professional cleaners are vetted, background checked, and have experience as cleaners. Significant time, resources, and money are invested in each new provider before we allow them to enter our customers' homes.