Terms of Service

Effective Date: August 1, 2026

These Terms of Service govern your use of cleaning services provided by Pristine Touch House Cleaning, LLC, a Florida limited liability company doing business as Pristine Touch House Cleaning ("we," "us," "our," or "Company"). By booking a service, you ("Customer") agree to these Terms.

SERVICES

We arrange residential cleaning services performed by independent contractor cleaning professionals retained by the Company.

The Company is the contracting party for purposes of scheduling, billing, customer support, and payment processing. The independent contractor is responsible for the actual performance of the cleaning service.

PRICING AND PAYMENT

Prices provided by phone, text message, email, website, or online booking are estimates based on the information provided by the Customer.

The final cleaning price is determined after the cleaning professional arrives at the property and conducts an initial assessment of the home's condition, size, and scope of work.

If additional work or a different level of cleaning is required, we will notify the Customer of the revised price before cleaning begins. The Customer may either:

Approve the updated scope of work and final price. We will proceed with the revised cleaning service.

Decline the updated scope of work. We will complete as much work as reasonably possible based on the Customer's approved budget and priority areas.

No additional work will be performed without the Customer's approval.

Customer authorizes us to charge the payment method on file for the final approved cleaning cost. All payments are processed securely through Stripe.

RESCHEDULING AND CANCELLATION

Customers may request to reschedule a scheduled cleaning without a rescheduling fee, subject to service availability.

Cancellations made more than 24 hours before the scheduled cleaning are not subject to a cancellation fee.

Cancellations made within 24 hours of the scheduled cleaning are subject to a cancellation fee equal to 50% of the scheduled service amount.

Cancellations made within 12 hours of the scheduled cleaning are subject to a cancellation fee equal to 100% of the scheduled service amount.

A cancellation or rescheduling request is not considered confirmed until it has been processed through the booking system or confirmed by Pristine Touch House Cleaning.

PAYMENT AUTHORIZATION AND BILLING

Pristine Touch House Cleaning accepts payment by credit card and debit card.

An authorization hold for the estimated service amount may be placed on the Customer's payment method approximately three (3) days before the scheduled cleaning. An authorization hold is not necessarily a completed charge and may be released according to the applicable payment processor or financial institution's procedures.

The final approved service charge is processed after completion of the cleaning service.

Customers are responsible for maintaining a valid payment method for scheduled services.

LOCK-OUT FEE

Customers are responsible for providing safe and timely access to the property at the scheduled appointment time.

If our cleaning professional arrives for the scheduled appointment and is unable to access the property due to circumstances within the Customer's control, a lock-out fee will apply.

Examples include, but are not limited to:

Customer is not home and no entry instructions were provided.

Incorrect or missing door, gate, garage, or lockbox codes.

Keys or lockboxes are unavailable or inaccessible.

Access instructions provided by the Customer do not work.

If access cannot be obtained within 15 minutes of the scheduled arrival time, the appointment may be canceled or rescheduled, and the following lock-out fees will apply:

One-Time Customers: A lock-out fee equal to 50% of the final approved cleaning cost.

Existing or Recurring Customers: A $50 fee per occurrence for lock-outs.

Any rescheduled appointment remains subject to service availability.

DAMAGE AND SERVICE CONCERNS

Customers should report any alleged property damage, missed cleaning areas, or other service-related concerns to Pristine Touch House Cleaning within 24 hours following completion of the cleaning service.

Pristine Touch House Cleaning will review the reported concern and may first offer an opportunity for a cleaner or other appropriate team member to return to the property to inspect or address the issue.

If a Customer requests that a different team member handle the concern, the matter may be escalated for further review.

Reporting an issue does not automatically constitute an admission of liability or guarantee a refund, credit, reimbursement, compensation, or other particular resolution.

Concerns reported outside the 24-hour reporting period may still be reviewed at the discretion of Pristine Touch House Cleaning.

SCOPE OF CLEANING

Standard cleaning includes the tasks listed in our Recurring Cleaning Service Checklist.

Add-on services are available for an additional fee.

We do not perform biohazard cleanup, hoarding cleanup, or other hazardous cleaning services unless specifically agreed to in writing.

SATISFACTION GUARANTEE

If you are not satisfied with your cleaning service, contact Pristine Touch House Cleaning within 24 hours after the cleaning has been completed and we will arrange a complimentary re-clean for eligible concerns.

The 24-hour Satisfaction Guarantee applies only to the final approved cleaning cost and the final approved scope of work.

If the Customer approved a revised cleaning price after the property's initial assessment, the Satisfaction Guarantee applies only to the services included in that approved scope.

If the Customer declines the revised cleaning price and requests that we prioritize specific rooms, tasks, or areas within the original estimated budget, we will complete the agreed priority areas only.

Areas, rooms, or tasks that were removed, skipped, or not approved by the Customer are not covered under the Satisfaction Guarantee and are not eligible for a complimentary re-clean.

Refunds remain at the sole discretion of Pristine Touch House Cleaning.

ACCESS

Customer is responsible for providing safe, lawful, and unobstructed access to the property and disclosing any hazards, pets, alarm systems, gate codes, parking instructions, or special access instructions before the scheduled appointment.

Failure to provide access may result in cancellation or lock-out fees.

INDEPENDENT CONTRACTOR DISCLOSURE

Cleaning services are performed by independent contractor cleaning professionals retained by the Company.

The Company does not directly employ cleaning personnel.

LIABILITY

We carry general liability insurance up to $1,000,000 per occurrence.

Our maximum liability for any claim relating to a cleaning service is the lesser of:

The cost of the affected service.

The actual provable damage.

$5,000.

CLAIMS PROCESS

Any claim of damage or loss must be reported in writing within 48 hours of service completion.

Failure to report a claim within this timeframe may result in the claim being considered waived.

NO LIABILITY FOR PRE-EXISTING CONDITIONS

We are not liable for damage caused by:

Pre-existing conditions.

Fragile or valuable items not disclosed in advance.

Items improperly secured by the Customer.

Normal wear and tear discovered during the cleaning process.

ARBITRATION

Any dispute exceeding $1,000 shall be resolved by binding arbitration in Hillsborough County, Florida, under the Commercial Arbitration Rules of the American Arbitration Association.

CLASS ACTION WAIVER

Customer waives the right to participate in any class or collective action against Pristine Touch House Cleaning.

GOVERNING LAW

These Terms of Service are governed by the laws of the State of Florida.

ENTIRE AGREEMENT

These Terms of Service, together with any booking confirmation and any approved revisions to the scope of work or pricing, constitute the entire agreement between the Customer and Pristine Touch House Cleaning.

SMS COMMUNICATIONS

By providing your mobile phone number and expressly opting in, you agree to receive text messages from Pristine Touch House Cleaning regarding quote requests, booking confirmations, appointment reminders, service updates, customer support, follow-up communications, review requests, recurring service information, and, where separately opted in, occasional promotional offers.

Message frequency varies based on your interactions and service activity. Message and data rates may apply.

Consent to receive text messages is not a condition of purchasing services.

To stop receiving messages, reply STOP at any time.

For assistance, reply HELP or contact Pristine Touch House Cleaning at (813) 537-2988 or [email protected].

Carriers are not liable for delayed or undelivered messages.

Please review our Privacy Policy for additional information regarding how we collect and use your information.

CONTACT

Pristine Touch House Cleaning, LLC

5005 West Laurel, Suite 100-132

Tampa, FL 33607

Phone: (813) 537-2988

Email: [email protected]