Agreeing to engage in a service with Pristine Klean you accept our full terms and conditions as outlined below.
Bookings and Cancellations Policy:
By booking a cleaning service with Pristine Klean, you are securing a designated time slot in our schedule.
We kindly request that any cancellations or rescheduling be communicated to us at the earliest possible opportunity.
Cancellations made by the client within 24 hours of the scheduled booking time will incur a 50% cancellation fee, based on the full service cost.
This fee is applicable regardless of the reason for cancellation, except in exceptional circumstances at Pristine Klean’s sole discretion.
It is the client’s responsibility to ensure that access to the property is available at the scheduled time.
If our team arrives and is unable to gain entry due to no one being present and no key or alternative access arrangement having been made; the client will incur a 100% no-show fee, based on the full service cost.
This fee may be waived if access is provided within 30 minutes of the scheduled start time.
This fee is applicable regardless of the reason for no-show, except in exceptional circumstances at Pristine Klean’s sole discretion.
Payments Policy:
First-Time Clients
Full payment is required on the day of service, before our team leaves the premises.
Regular Clients
A 24-hour payment window applies following each service. However, same-day payment is strongly encouraged, especially for Friday bookings, to avoid weekend delays.
Late Payment
If payment is not received within 24 hours, a reminder will be sent. Immediate payment is expected upon receipt.
Non-Payment
Failure to pay may result in suspension or termination of services. Continued non-payment may be referred for debt recovery at Pristine Klean’s discretion.
Terms are subject to change with notice.
Inclusions List:
An inclusions list is provided during the quoting or enquiry process, outlining the tasks covered and the estimated cost. Only tasks listed in this scope will be completed.
Any additional tasks outside the agreed scope must be discussed and approved prior to service, and will incur additional charges.
Treatment of Staff:
Abusive, threatening, aggressive, or disrespectful behaviour—whether verbal, physical, or otherwise—will not be tolerated under any circumstances. Should such conduct occur, services will be terminated immediately, including cancellation of all future bookings, and the client will be charged in full for that day’s service. Where appropriate, incidents may be reported to the relevant authorities.
Photographs/Social Media:
Pristine Klean may capture photos or videos of work areas before and after cleaning for quality assurance, protection against false claims, and promotional use.
All images will exclude identifiable personal information to ensure client privacy and confidentiality.
Clients who do not consent to the use of images for marketing or social media must notify Pristine Klean prior to or at the first service.
Complaints policy:
Pristine Klean strives for excellence and welcomes client feedback.
If you are dissatisfied with a service, you must notify us within 2 hours of completion. Complaints must be supported by clear photographic evidence.
Refunds or service credits will not be issued without verifiable evidence of service failure.
Pets policy:
Clients are required to ensure that all pets are secured and kept away from work areas at all times during cleaning services. Pristine Klean will not perform any cleaning related to pet waste and assumes no liability for incidents involving pets on the premises.
Damages policy:
Pristine Klean accepts responsibility for any damage caused by our negligence or mishandling during the cleaning service. In such cases, we will either replace the item or deduct the value from your service charge.
However, Pristine Klean is not liable for damage to items that are improperly placed in hazardous locations or require moving to facilitate cleaning.
Any claims of damage must be accompanied by photographic evidence and submitted within 24 hours of the service date.
Pristine Klean reserves the right to modify the above policies at any time and will provide notice of any significant changes.