Customer Service Agreement & Terms

Please read these terms before your service. Booking a clean means you agree to them. These terms set out the agreement between My Pristine Home (“we,” “us,” “our”) and you, our client.

1. Welcome & Agreement

Thank you for choosing My Pristine Home for your cleaning needs! These terms set out the agreement between My Pristine Home (“we,” “us,” “our”) and you, our client. By booking and using our cleaning services, you agree to these terms. We keep them straightforward and fair — our goal is a great experience and a home you love coming back to.

2. Quotes & Pricing Are Estimates

Every price we provide is an estimate based on the information and home condition described at the time of booking (number of bedrooms and bathrooms, square footage, type of clean, and overall condition).

Your final price may change if the home is not as described. For example, if the home is significantly larger, in a much different condition, or needs more work than we were told, the time and price may increase.

Before charging any increase, we will always contact you first to explain and get your approval before we proceed beyond the original scope. We will never surprise you with a higher charge after the fact without your OK.

Quotes are valid for thirty (30) days.

3. How the Condition of Your Home Affects Your Clean

The time we spend and how much we accomplish depends a lot on the condition of your home when we arrive:

• •If your home is picked up and tidy, we cover far more ground — our team spends their time actually cleaning, not moving and organizing your belongings.
• •If counters, tables, and surfaces are covered with many items, we spend time working around or moving those items, which means less cleaning gets done in the same amount of time.

To get the most out of your clean, we recommend picking up clutter and clearing surfaces before we arrive. This isn’t required — but it directly affects how much we can accomplish, and it helps us give you the best possible result. If a home is especially cluttered, some areas may not be reached within the booked time.

4. Our Services & What’s Included

We perform the specific clean type you booked (Standard, Deep, Move-Out/Move-In, Post-Construction, or short-term rental turnover). What’s included depends on the clean type you selected. If there’s something specific you need, please tell us at booking so we can include it — our quote is based on the services listed for your booking.

Not included in a standard clean (unless quoted and agreed in advance): interior walls (beyond spot-treating small marks), grout and caulking, and areas beyond what is safely reachable from a two-step step stool. Fridge and oven interiors are add-ons on most cleans and require the client to empty them first (fridge interior is included on Move-Out cleans, and still must be emptied beforehand).

5. Access, Being Home & Completion

You agree to provide access to your home at the scheduled time. If we’re unable to access the home, the resulting inability to perform the service is your responsibility and the booking may be treated as a late cancellation (see Section 7).

You’re welcome — but not required — to be home before and after so you can review the work. If you’re not home when we finish, the service is considered completed and accepted when our team leaves.

Other workers present: We can’t guarantee our quality if other unaffiliated workers (movers, contractors, handymen) are in the home while we clean. If you choose to have others present, you accept any resulting limits on our work.

6. Arrival Windows & Scheduling

All arrival times are estimates. We do our best to arrive on time and will communicate as soon as we can if something causes a delay or a need to reschedule. We may assign different team members to your job; a change in cleaner doesn’t entitle you to a discount or cancellation, though we’ll do our best to honor requests for a specific cleaner when possible.

7. Cancellations & Late Changes

We reserve your time slot specifically for you and turn away other work to hold it. Because of that, we ask for at least forty-eight (48) hours’ notice to cancel or reschedule.

Late cancellations may result in a fee of $50, or up to the full cost of the scheduled clean, depending on timing:

• •Cancel or reschedule with 48+ hours’ notice: no charge.
• •Cancel with less than 48 hours’ notice: a cancellation fee of up to $50 may apply.
• •Cancel once our team is en route, or we can’t access the home on arrival: a fee of up to $50, or up to the full cost of the clean, may apply.
• •Cancel after our team has arrived on-site: up to the full cost of the scheduled clean may apply.

This policy lets us protect both your spot and our team’s time. We understand life happens — please just give us as much notice as you can.

8. Our Satisfaction Guarantee

We stand behind our work. If something wasn’t done to your satisfaction, let us know in writing within forty-eight (48) hours and we’ll return to make it right at no additional charge. To honor the guarantee, we need the chance to re-clean within that window and access to the home. If we’re not notified within 48 hours, or can’t access the home (for example, after keys are turned over on a move-out), the guarantee is considered fulfilled.

9. Payment

Prices are in U.S. dollars and include applicable Utah sales tax. Payment is due per the terms on your invoice or booking. By providing a payment method, you authorize us to charge it for the services you booked and any approved additions. Recurring plans continue and are billed on schedule until you cancel in line with these terms; a missed or failed payment doesn’t cancel a recurring plan. If a payment is declined, a $50 administrative fee may apply to cover our reasonable costs of resolving it.

10. Protecting Your Belongings

Valuables: Please put away cash, jewelry, wallets, and sensitive documents before we arrive. Point out or remove any irreplaceable or specialty items.

Special surfaces: Tell us about anything that shouldn’t be cleaned with standard solutions (specialty finishes, delicate materials). We’re not able to accept liability for damage to items or finishes we weren’t told about, or fixtures/décor that were not in good working order (for example, a blind that breaks during normal cleaning).

Pets: Please make sure pets are cared for and secure during the clean. We love animals, but we can’t be responsible for their health or safety while we work.

11. Safety & What We Can’t Do

For our team’s safety and per our insurance, we don’t: clean beyond what’s reachable from a two-step step stool; clean biohazards, mold, or toxic substances; or clean areas with pest infestations. Please disclose any pest issue before your service — if an undisclosed infestation is found on arrival, we may decline service without a refund, due to the risk to our team and other clients.

12. Move-Out / Move-In Cleans

Move-out and move-in cleans have a few extra terms. We need access to the property to honor our guarantee — if keys are turned over to a landlord, buyer, or agent and we lose access, the guarantee is considered fulfilled. We are not responsible for the outcome of any security-deposit decision or dispute with a landlord, property manager, or buyer, and we make no guarantee that our clean will satisfy any third party’s specific requirements. We can only perform move-out/move-in service on vacant homes with electricity and water and without biohazards.

13. Photos

Our cleaners take before-and-after photos of every job for quality and records. By using our services, you permit us to use photos of the work performed for marketing and promotional purposes (website, social media). Photos never include your personal or identifying information, and you’re not entitled to compensation for their use. If you’d prefer we not use photos of your home in marketing, just let us know and we’ll honor that.

14. Please Don’t Hire Our Team Directly

We invest significant time finding, training, and managing our cleaning professionals. By booking with us, you agree not to solicit or directly hire our cleaners outside of My Pristine Home, during our engagement and for one (1) year after. Working around us to hire our team directly causes us real harm, and you agree to pay $1,000 per occurrence as a reasonable estimate of that harm, in addition to any other remedies available to us.

15. Reviews

If you’re happy, we’d love a review — it’s how families find us. If something fell short, please give us the chance to make it right first (see our Satisfaction Guarantee) before leaving a negative review; most issues we can fix quickly and gladly. Any review you leave should be truthful.

16. General Terms

Limitation of liability: Our total liability for any claim is limited to the amount you paid us for the service in question. We’re not liable for indirect or consequential damages, or for delays/failures caused by circumstances beyond our reasonable control.

Governing law: These terms are governed by the laws of the State of Utah.

Independent relationship: Nothing here creates an employment or partnership relationship between you and My Pristine Home.

Entire agreement: These terms, together with your specific booking or quote, are the full agreement between us. If any part is found unenforceable, the rest remains in effect.

Contact

My Pristine Home  ·  hello@mypristinehome.com  ·  (385) 386-6296