1. Service Agreement

By booking a cleaning service with Pristine Clean, the client agrees to the terms and conditions outlined in this Service Policy. These terms are designed to ensure a clear understanding of our services, expectations, and obligations for both parties.

2. Booking & Scheduling

• All bookings must be made through our official website, phone, or email.
• Appointments are subject to availability and are confirmed upon receiving a confirmation email or message.
• Clients must provide accurate property details, access instructions, and any special requests during booking.

3. Cancellations & Rescheduling

• Cancellations must be made at least 24 hours before the scheduled service to avoid a cancellation fee of [insert % or amount].
• Same-day cancellations or no-shows will be charged [insert % or amount] to compensate for lost appointment slots.
• Rescheduling requests are subject to availability and should be made at least 24 hours in advance.

4. Service Scope & Limitations

• Our cleaning services are strictly non-structural and do not include tasks such as lifting heavy furniture, deep carpet cleaning beyond standard vacuuming, pest removal, mold remediation, or hazardous waste disposal.
• We do not guarantee stain removal for carpets, upholstery, or surfaces that require specialized treatment.
• If a service requires additional time or effort beyond the booked scope, additional charges may apply with prior client approval.

5. Access to Property

• Clients must provide clear entry instructions for the cleaning team (key, door code, front desk approval, etc.).
• If access is not available upon arrival, a lockout fee of [insert amount] may apply.
• If our cleaners feel unsafe due to hazardous conditions, aggressive pets, or other risks, they reserve the right to leave, and the client may still be charged.

6. Payment & Fees

• Payment is due upon service completion unless otherwise agreed upon in writing.
• We accept [list payment methods: cash, card, online payments, etc.].
• Late payments exceeding [insert time frame] may incur a late fee of [insert % or amount].

7. Satisfaction Guarantee & Complaints

• If you are dissatisfied with our service, please notify us within 24 hours of the cleaning, and we will arrange a re-clean of the specific area at no additional charge.
• Refunds are not issued, but we are committed to addressing any concerns promptly and professionally.

8. Liability & Damages

• Our team is fully insured and trained to handle cleaning tasks with care.
• While we take every precaution, accidents may happen. In case of accidental damage, please report it within 24 hours, and we will assess the situation.
• Pristine Clean is not liable for damages due to improper installation of fixtures, wear and tear, pre-existing conditions, or unsecured items.

9. Health & Safety

• For the safety of our team, we do not clean areas with excessive biohazards, including human or pet waste, mold infestations, or hazardous materials.
• Clients are encouraged to secure pets and inform us of any allergies or sensitivities to cleaning products.

10. Amendments & Updates

Pristine Clean reserves the right to update this policy at any time. Clients will be notified of significant changes before they take effect.