Pure Cleaning Client Policies

At Pure Cleaning, we understand that life can be unpredictable, and plans may change. However, to ensure we can provide consistent work for our dedicated cleaning team, we have implemented a 48-hour cancellation policy.

What This Means:

Advance Notice: We kindly ask that any cancellations be made at least 48 hours prior to your scheduled appointment. This notice allows us to manage our schedule effectively and ensures that our cleaners have a steady stream of work.

Dependability Matters: Your commitment to our policy not only helps us maintain a reliable schedule but also supports our team members. By minimizing last-minute cancellations, we can keep our cleaners actively employed and earning a fair income.

Cancellation Fees: If a cancellation occurs within 48 hours of your appointment, a 50% fee may be applied to cover the costs associated with the missed booking. We appreciate your understanding in helping us maintain a thriving work environment for our cleaners.

At Pure Cleaning, we strive for excellence in every cleaning service we provide. However, as humans, we understand that occasional oversights may happen, and some areas might be missed during our visits.

Your Understanding Matters: We appreciate your understanding as we work to provide the best possible service. If you notice any missed areas after our cleaning, please let us know within 48 hours of your service.

We're Here to Make It Right: Simply notify us about the missed areas, and we will be more than happy to return and address any oversights at no additional cost. Your satisfaction is our top priority, and we are committed to ensuring your home meets your expectations.

At Pure Cleaning, we take pride in delivering exceptional cleaning services tailored to your needs. Please be advised that all payments made for our services are non-refundable.

Once our cleaning services have been rendered, the charges for those services will apply in full. This policy helps us ensure that our team is compensated for their time and effort, as well as for the resources dedicated to your cleaning.

At Pure Cleaning, we strive to make the payment process as seamless as possible. Please review our payment policy below:

Accepted Payment Method: We only accept card payments for our services. This helps us ensure a secure and efficient transaction process.

Booking Hold: To secure your booking, your card will be placed on hold 24 hours before your scheduled service. This hold is a temporary measure to guarantee your appointment.

Final Charge: Once the cleaning service is completed, your card will be charged in full for the service provided.

Important Note for Debit Card Users: If you use a debit card, please be aware that the hold may appear as a pending payment in your account until the final charge is processed. This is a standard banking practice, and we appreciate your understanding.

In rare cases, a job may take longer than anticipated due to the size or condition of the home being different from what was described. We utilize our professional estimation skills, experience, and detailed booking process to provide an accurate time estimate for each service.If our team arrives and finds that the home requires more time than expected, we will present you with two options:

Update The Estimate: We can continue with the cleaning and bill for the additional time required, charged per cleaner.

Focus on Priority Areas: Alternatively, we can concentrate on your priority areas for the duration of the originally estimated time.

To ensure a smooth and efficient cleaning experience, please make sure that your home is fully accessible to our cleaning crew. This includes providing correct gate codes, key locations, and clear directions to the entrance.If you won’t be home during our visit, kindly deactivate your security alarm before each scheduled appointment and/or provide us with a code to access the property.

Please note that if our cleaning crew is unable to access your home within 30 minutes of their arrival, or if they are turned away for any reason, a cancellation fee of up to 50% will be applied.

To ensure the highest level of service and productivity for our technicians, we ask that clients provide a safe and navigable environment in their homes.

1. Clear the Area: Please remove all items, including clothing, toys, and personal belongings, from the areas you would like our cleaning team to service. If you prefer that our technicians remove these items for you, we’re happy to assist, but please note that this may reduce the time available for cleaning other areas.

2. Furniture Surfaces: If any furniture surface is covered with 50% or more of items or knick-knacks, our team will not move them to clean underneath. When surfaces are heavily adorned, it can become difficult and time-consuming to clean without potentially disturbing or damaging your belongings. In cases where our team must work around these items, additional time may be required, and extra charges may apply.

3. Weight Restrictions: Our team is unable to lift objects weighing more than 50 pounds. We kindly request that any irreplaceable, collectible, or valuable items be secured or put away prior to our arrival.

4. Respectful Interaction: We pride ourselves on providing friendly and approachable service. We expect our clients to treat our cleaners with kindness and respect. Rude or disrespectful behavior will not be tolerated, and we reserve the right to refuse or cancel service if necessary.

At Pure Cleaning, we take the integrity of our team very seriously. Any attempts to poach or hire our staff outside of Pure Cleaning are strictly prohibited and will not be tolerated.

We invest considerable time and resources into thoroughly screening, background checking, training, and managing our employees. Our compensation is competitive within the industry, and we strive to create a supportive work environment that ensures a positive experience for our staff. This commitment allows us to provide you with safe and efficient cleaning services.

As a result, any attempts to poach our staff will incur a $2,500 finder's fee, and your service will be canceled without the possibility of a refund. Additionally, we may refuse any future bookings with you. This policy is non-negotiable.

At Pure Cleaning, the health and safety of our cleaners is our top priority. Please be aware that we do not clean animal waste or feces to protect our staff and our equipment.

Many of our cleaners have allergies to pet dander, hair, and debris. We kindly ask that you disclose, upon booking your appointment, if your home has had pets. This information is essential for ensuring our cleaners can work safely and effectively.

Failure to disclose this information may result in same-day cancellation or rescheduling of your booking, along with a cancellation fee of up to 50%.

At Pure Cleaning, we optimize our schedules to ensure our technicians are using fuel efficiently and minimizing travel time. As a result, you may occasionally see a different technician assigned to your home due to scheduling conflicts, or if your regular technician is unavailable due to illness or other reasons.

We also rotate our technicians’ schedules to keep their work fresh and maintain a positive and healthy work environment.

Please note that we reserve the right to change your assigned cleaning technician at the last minute to ensure that your service is not skipped or rescheduled due to staffing issues.

Rest assured, all our technicians are trained to the same high standards, ensuring consistent quality of service, regardless of who cleans your home.

At Pure Cleaning, we specialize exclusively in house cleaning services. To ensure the safety and efficiency of our staff, we do not accommodate restoration services or other out-of-scope requests. Such requests will be politely declined.

Our Service Limitations Include:

- No Outdoor Cleaning: We do not clean outdoor areas, including exterior windows, porches, balconies, driveways, exterior walls, ground surfaces, garages, or roofs.

- No Animal or Human Waste Cleaning: We cannot clean animal or human waste due to the significant health risks involved. If such waste is present upon our arrival, we reserve the right to cancel the appointment.

- Trash Disposal: We do not carry or transport client trash. If your trash bins are not easily accessible, any trash bags will be placed near the front door or gate after service. Only our cleaning equipment will be taken back in our vehicle for your safety.

- Permanent Stains: While our technicians are trained to effectively clean and treat various stains, we cannot guarantee the removal of permanent stains. If a stain cannot be reasonably removed, we will consider it permanent and move on to other areas of the home. Please note that refunds or re-cleans will not be offered for areas with permanent stains or damage.

At Pure Cleaning, we strive to accommodate all our clients in Las Vegas; however, there are certain properties we cannot service for safety and health reasons. This includes, but is not limited to:

- Homes that are excessively trashed

- Hoarder situations

- Properties with strong odors (such as from nicotine, drugs, pets, etc.)

- Homes infested with pests or rodents

- Other unsafe living conditions

If our technicians arrive and find that your property falls into one of these categories, they are instructed to take pictures or videos to document the situation and send them to management for review. If we determine that the property is unsafe or unsuitable for service, our technicians will pack up their equipment and leave.

In such cases, the service will be canceled or rescheduled, and a non-refundable same-day cancellation fee will be applied.

At Pure Cleaning, our team consists of background-checked and thoroughly trained professionals. While we take every precaution to prevent accidents, they can occasionally occur, and we have specific protocols in place for these situations.

If property damage occurs during our service, please contact us within 48 hours of the service's completion. Claims submitted after this period will not be accepted.

In some cases, we may collaborate with insurance providers and law enforcement to gather accurate information, which could include filing an incident or police report.

Please note that Pure Cleaning is not responsible for damage resulting from faulty or improper installation. If you are aware of any items in your home that may require special attention, please inform us immediately.

At Pure Cleaning, we operate on arrival windows rather than exact arrival times. This approach allows us to maintain the highest standards for every job while setting clear expectations for our arrival.

We understand that some appointments may take longer or shorter than anticipated, which is why we provide our team with the flexibility to work within these arrival windows.

As the cost of doing business increases each year, we reserve the right to adjust our cleaning fees annually. We strive to provide as much advance notice as possible when these adjustments occur.

Please know that we are mindful of our clients’ budgets and only implement rate increases when our own costs rise.

For the safety of our technicians and in compliance with Federal OSHA regulations, our staff are prohibited from using ladders or climbing on any surfaces to reach areas that are not accessible from the ground level. Please refrain from asking our technicians to use ladders or attempt any elevated tasks.

Clients are also asked to maintain an indoor temperature of 75 degrees Fahrenheit or below during scheduled cleaning appointments.

Cleaning is physically demanding work, and our team exerts significant effort to ensure your space is clean and hygienic. Excessively high temperatures can lead to discomfort, fatigue, and potential health risks for our cleaners.

It is the client's responsibility to adjust their thermostat or air conditioning settings to create a comfortable environment for our cleaning team.

While we understand that individual preferences may vary, we kindly request your cooperation in maintaining a temperature that supports efficient and effective cleaning.

We strongly recommend recurring services for all clients to help maintain your home at a consistent level of cleanliness. Our system automatically reserves appointments for recurring clients, ensuring priority scheduling for both you and our cleaners.

Recurring clients may reschedule their appointments within the same week with a 48-hour notice or choose to skip one recurring appointment.

However, if a recurring client needs to reschedule more than two consecutive appointments, their home will no longer be classified as being at maintenance level. In this case, the client agrees to forfeit their recurring discount and will be required to pay the full price for their next cleaning.