Customer Guidelines

Pristine Cleaning Solutions OH

Policies & Terms

1. Our Cleaning Team & Scope of Services

Team Consistency:
For weekly or bi-weekly services, you will be assigned the same dedicated cleaning team. For monthly or occasional services, we strive to maintain a consistent team; however, substitutes may occasionally be necessary due to scheduling conflicts, vacations, or emergencies.

Service Offerings:
Our standard cleaning services include:

General Cleaning
Deep Cleaning
Move-In/Move-Out Cleaning
Carpet Cleaning
Upholstery Cleaning

Add-On Services

The following add-on services are available for an additional fee:

Dishwashing
Inside fridge cleaning
Inside oven cleaning
Inside cabinets cleaning
Window cleaning (interior)
Baseboard detailing
Laundry or linen service
Wall spot cleaning

These add-ons are optional and can be requested in addition to the regular cleaning services.

2. Lockbox, Access, & Security Systems

Lockbox & Entry:
We offer a secure lockbox option for a refundable setup fee of $40. The lockbox will be placed at your chosen location. Alternatively, you may provide a door code if you have a keyless entry system. If you choose to leave a door unlocked or hide a key, Pristine Cleaning Solutions OH is not liable for any resulting damages or theft.

Lockout & Rescheduling:
If our cleaners are unable to access your property—due to locked doors, uncontained pets, or refusal of entry—your deposit will be retained and an additional deposit will be required to reschedule your appointment.

Security Systems:
Please ensure that any alarm or security system is deactivated on the day of service or provide clear instructions (including a designated code) for temporary deactivation. We will reset the system if requested; however, we are not responsible for any false alarms caused by system errors or operator mishaps.

3. Payment & Service Adjustments

Payment Terms:
For all services, a 50% non-refundable deposit is required at the time of booking. The remaining balance will be charged on the day of your scheduled service. We accept credit or debit card payments only. (We no longer accept Venmo, Cash App, Thumbtack, Zelle, or Apple Pay.)

Service Adjustments:

Additional Services on Arrival: If extra services are requested upon arrival and were not included in the original booking, additional fees will apply. In some cases, the appointment may need to be rescheduled or canceled. Canceled appointments under these circumstances are non-refundable.
Deep Cleaning Adjustments: If a deep cleaning service is required for any room that was not disclosed during booking (excluding deep cleaning packages), a fee of $55 per room plus tax will be applied. Should we be unable to accommodate the additional service, the appointment may be rescheduled.

4. Deposits, Cancellations, Rescheduling & Lockouts

Deposit Requirement:
A 50% deposit of the total service cost is required at the time of booking for all services. This deposit secures your cleaning appointment and will be applied toward the final service cost.

Cancellation & Rescheduling Policy:
We require at least 24 hours’ notice for any cancellation or rescheduling requests. If less than 24 hours’ notice is given, the deposit will be forfeited.

Reminder Notifications:
A reminder (via text, email, or phone call) will be sent the day before your scheduled service with a two-hour arrival window. Cancellations or rescheduling requested after this reminder will not meet the notice requirement, resulting in forfeiture of the 50% deposit.

Lockouts & Service Denials:
If our team arrives and is unable to perform the service due to any of the following:

The home is locked and no access method is provided.
You or another party denies entry or cancels the service upon arrival.
The environment is deemed unsafe for service, including but not limited to:
- Presence of harmful insects, maggots, rodents, or spiders.
- Significant mold contamination.
- Presence of human or animal bodily excretions.
- No electricity or running water.
- Overwhelming clutter preventing safe and free access throughout the home.
- Physical or verbal abuse toward our team.
  In such cases, the 50% deposit will be forfeited, and no refund will be issued.

5. Supplies & Equipment

Our Equipment:
We supply our own vacuum (with HEPA filtration), mops, cleaning cloths, extendable dusters, and other essential equipment.

Cleaning Products:
We provide our own cleaning products to ensure consistency in service quality.

6. Protection of Valuables & Liability for Damages

Valuables:
For any high-value items (e.g., expensive figurines, glassware, or collectibles), please relocate these to a secure area before our visit or advise our team to avoid those zones.

Damage & Breakage:
Should any damage or breakage occur during our service, we will promptly notify you and work with you toward a fair resolution, which may include repair or replacement. Any damage not reported within 24 hours following the service will not be eligible for review.

7. Customer Satisfaction & Refund Policy

Satisfaction Guarantee:
We strive to provide high-quality cleaning services throughout Cleveland, Ohio. If you are dissatisfied with our service, please notify us immediately after service completion. We will re-clean the affected areas at no additional charge.

Refund Eligibility:
Refund requests will be considered if:

The service did not meet the standards outlined in your service agreement,
The cleaning was not performed as scheduled without proper notice or consent, or
The service did not meet the expectations outlined in your agreed-upon checklist or scope of work.

Refund Process:
To request a refund, please contact our customer service team at [email protected] or call (330)-983-4060. Please include your name, contact details, date of service, and a description of the issues. After review, refunds (partial or full) may be processed within 5–7 business days.

Non-Refundable Situations:
Refunds will not be issued if:

Complaints are made after service is complete,
Disagreements arise regarding pricing after the service is confirmed and completed, or

Services rendered were due to special requests or additional tasks beyond the standard cleaning scope.

8. Dishes, Clutter, and Organization

Service Exclusions:
Our cleaning service does not include washing dishes unless requested as an add-on service for an additional fee.

Clutter:
While we can clean around clutter, organizing your space is not part of our service. Please prepare the area accordingly to allow for an efficient cleaning process.

9. Employee Non-Solicitation

Staffing Policy:
Our cleaning technicians are exclusively employed by Pristine Cleaning Solutions OH. Direct hiring or solicitation of our employees outside of our service contract is prohibited. Violation of this policy may result in a finder’s fee of $2,500.

10. Customer Feedback & Referrals

Feedback:
Your satisfaction is paramount. Please provide feedback within 24 hours of your service so we can promptly address any issues.

Referral Incentives:
Receive a $50 credit toward your next service or a $50 gift card when you refer a new client who books recurring cleaning services.