Service Policies & Terms
At Pristine Clean Services, we believe in transparency and clear communication. Please review our policies to ensure the best service experience for both our clients and our professional cleaning team.
Booking & Scheduling
Service Booking
All cleaning services must be booked in advance through our website, phone, or email. We recommend booking at least 48 hours ahead to ensure availability, especially during peak seasons.
Service Confirmation
You will receive a confirmation email or text message within 24 hours of booking, including the scheduled date, time, and specific services requested.
Scheduling Changes
We understand that schedules can change. Rescheduling requests are accommodated when possible with at least 24 hours' notice.
Cancellation Policy
24-Hour Notice Required
We require a minimum of 24 hours' notice for any cancellations or rescheduling requests. This allows us to adjust our team schedules and offer your time slot to other clients.
Late Cancellation Fee
Cancellations made with less than 24 hours' notice will incur a $75 late cancellation fee. This fee helps compensate our team members who have already prepared for your scheduled service.
No-Show Policy
If our team arrives at your scheduled appointment and you are unavailable or the property is inaccessible, the full service fee will be charged as our team was prepared and traveled to your location.
Emergency Exceptions
We understand that genuine emergencies occur. Late cancellation fees may be waived for documented emergencies such as medical situations or natural disasters.
Payment Terms
Payment Methods
We accept cash, check, and all major credit cards. Payment is due upon completion of service unless other arrangements have been made in advance.
Recurring Services
For weekly, bi-weekly, or monthly services, payment can be arranged through automatic billing with advance authorization.
Late Payment
Accounts not paid within 30 days may be subject to a 1.5% monthly service charge and potential suspension of future services.
Service Expectations
Pre-Service Preparation
To ensure the most efficient cleaning, please declutter surfaces, secure valuables, and ensure our team has clear access to all areas to be cleaned.
Pet Policy
We love pets! Please ensure pets are secured or supervised during cleaning. We ask that aggressive pets be removed from the cleaning area for everyone's safety.
Access to Property
Clients must provide safe and legal access to the property. This includes working utilities (water, electricity) and safe entry methods.
Special Requests
Special cleaning requests should be communicated in advance. Additional charges may apply for services beyond our standard cleaning checklist.
Quality Guarantee
100% Satisfaction Promise
We stand behind our work. If you're not completely satisfied with our cleaning, contact us within 24 hours and we'll return to address any concerns at no additional charge.
Quality Standards
Our team follows detailed cleaning checklists to ensure consistent, high-quality results. Regular quality inspections maintain our service standards.
Feedback Welcome
We value your feedback and use it to continuously improve our services. Please don't hesitate to share your experience with us.
Insurance & Liability
Full Insurance Coverage
Pristine Clean Services is fully insured and bonded. Our comprehensive insurance covers general liability and damage to client property during normal cleaning operations.
Damage Policy
In the unlikely event of damage during cleaning, please report it immediately. We will investigate and work with our insurance to resolve the matter promptly and fairly.
Pre-existing Damage
Please inform us of any pre-existing damage or fragile items before service begins. We cannot be held responsible for damage to items not reported in advance.
High-Value Items
We recommend securing jewelry, cash, important documents, and items of high sentimental or monetary value before our arrival.
Health & Safety
Professional Products
We use professional-grade, eco-friendly cleaning products that are safe for families and pets. Product information is available upon request.
Allergies & Sensitivities
Please inform us of any allergies or chemical sensitivities in advance. We can accommodate special requests for hypoallergenic or fragrance-free products.
Team Health
Our team members undergo health screenings and will not work when ill. If a team member becomes ill before your scheduled service, we will reschedule at no charge.
Privacy & Security
Background Checks
All team members undergo comprehensive background checks and are thoroughly vetted before joining our team.
Confidentiality
We respect your privacy. Our team is trained to maintain confidentiality regarding your home, belongings, and personal information.
Key Security
If you provide keys or access codes, they are stored securely and only used by authorized team members. Keys can be returned or stored for future services as per your preference.
Questions or Concerns
If you have questions about our policies or need to discuss any concerns, please don't hesitate to contact us:
Hours
Monday-Sunday: 9AM-7PM
Policy Updates
These policies may be updated periodically. Significant changes will be communicated to existing clients. The most current version is always available on our website.