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Please refer to the confirmation sent via email for specific information regarding the day, time, and frequency of your cleaning. This also includes notes specific to your house cleaning service, and payment details.
Your scheduled cleaning service can be found on our public calendar. We will do our best to be prompt and meet the cleaning time indicated, but traffic and other clients may affect our schedule. If your scheduled cleaner is going to be more than 30 minutes late, we will contact you. Our technicians work off of a 2 hour estimated time of arrival window.
For example: If you added “Laundry” and decide to remove that service, you must notify us at least 48 hours in advance. You can choose for us not to complete a service, but we reserve the right to charge for services as they were scheduled.
Payment is due at the time of service unless other arrangements have been made. (We may request a deposit to schedule appointments in advance). If no cash or credit card payment is provided at the time of service, full payment for all amounts owed will be processed using the credit card you have on file. For customers with recurring cleaning accounts, we may also submit an invoice via Stripe for payment of services rendered. If we have charged a card we have on file, but you decide to pay us in cash after the fact, your card will be refunded for the amount we received in cash.
Overdue payments are subject to a late fee of $30.00. Additionally, interest will be charged at the rate of twelve percent (12%) per month on all overdue amounts. Purified Cleaning reserves all rights available under Philadelphia law to collect any amounts due and owing pursuant to this agreement.
In the event that you are paying for someone else’s service (a friend or family member) cancellations must come from both parties. For example, should you cancel service for the account you’re paying for, but the homeowner lets our cleaners in, payment is still due at the time of service. In order for dual accounts to be canceled in full, BOTH parties must contact us by email at least 48 hours before the next appointment. If one spouse cancels service and the other spouse and/or kids let us in to clean, this implies to our cleaners that it is OK for us to be there and payment will be expected.
Your assigned cleaner is indicated on your account. This person will be your regular cleaner with the exception of illness, vacation, or personal emergency. In the event your assigned cleaner ends employment with the company, he or she will be replaced with another trained cleaner who has been briefed on the details of your home and cleaning services.
All items of value that are non-replaceable, one-of-a-kind, sentimental value, collector’s items, trophies, discontinued patterns, family heirlooms, and high-cost crystal-china-ceramic items must be disclosed to Purified Cleaning. These items cannot be cleaned due to insurance regulations. Purified Cleaning will not be liable for items not disclosed and listed on this estimate. Purified Cleaning will not be liable for items broken or damaged due to product wear-and-tear, nor damage to or caused by fixtures that are not properly secured such as pictures, mirrors, window treatments, wall coverings, lack of furniture glides for wood floors, lack of scratch covers on the bottom of furniture decor, cabinet mounted appliances, and household accessories. Purified Cleaning will not be liable for damage that is not reported within 24-hours of your last cleaning. We will not accept liability for damages directly or indirectly caused by non-standard company products and equipment requested to be used. Purified Cleaning will only consider liability for the repair or replacement cost of the item damaged or broken. If an item is part of a set, only the cost of the individual item will be considered.
If Purified Cleaning is requested by the client to clean windows or window blinds, Purified Cleaning will not be responsible for any damage or loss if such blinds are damaged in the cleaning process.
Purified Cleaning strives to provide outstanding cleaning services for our clients. We prefer to conduct a walkthrough at the end of services to address any issues, but if this is not possible and you are unhappy with any cleaning service provided, you are required to notify us within 24 hours of service in order for us to address and correct the problem. If we receive prompt notification, we will come back to examine the problem. If the problem involves the quality of service we have provided, we pledge to correct the problem at no charge. A redo must be scheduled within 2 business days of the original appointment. If we do not receive notice of a problem within 24 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you nor will you be compensated for your inconvenience.
All equipment, including electrical, to be used by Purified Cleaning must be in good working order. Any Customers home we clean must be a safe working environment in which to do our job properly. Health and safety are important to you as the customer and Purified Cleaning as well to eliminate any possible accidents. In the event that a house is a health hazard or cluttered, we reserve the right for our cleaners to take pictures of the area(s) before and after what was done.
As you know the weather in Montgomery County can be unpredictable. If there is a storm in progress on your scheduled cleaning day; the office will make a judgment call as to whether the staff will be going out that day. We would never want to jeopardize the safety and welfare of our staff. If we do have to cancel your visit due to bad weather conditions, we will call you to reschedule your cleaning. We request that you please be aware of the conditions outside of your home on the day that we are scheduled. Please keep driveways and walkways, sanded and/or salted so that our staff can access your home without getting injured. If you feel that we may not be able to access the home because of the conditions, please let us know in advance.
If you as the customer require Purified Cleaning to hold a key to enter your home, under no circumstances will we keep your address details with the key. However, to identify your key it is acceptable to keep a key fob with your initials to make it easier to identify which key belongs to you. You must inform us of any alarm system that needs to be unset or reset. It is in our best interests for your keys to be kept secure at all times. It is our policy to keep our customers’ keys safe. Any keys lost or mislaid will be replaced as soon as possible. If you as the customer are present, please make sure that you are there to let us in at the agreed time. If we arrive at the designated time and no one is home without giving notice, you as the customer will be responsible for paying Purified Cleaning the full amount for scheduled services that day. No cleaning fee will be refunded. Any incidental costs incurred by the company or cleaners as a result of a client’s action will be fully reimbursed by the customer immediately.
Purified Cleaning has a strict no-smoking policy. We do not accept anyone smoking while at the clients’ premises. This also includes the use of computers, telephones, and/or any other personal item/s belonging to the customer which is not permitted to be used except in an emergency
If construction is still in process during or after we clean, we cannot guarantee work done and you are still responsible for payment in full for cleaning services. If you feel that our cleaning was not up to par and notify us within 24 hours, we will come out and fix those items within 72 hours, assuming that the property was not occupied by construction crews or people getting it dirty again. We cannot guarantee that we can get back out for redo cleanings before your tenants move into the property. Due to certain surfaces being easy to scratch, we cannot guarantee that ALL hard floors will be 100% residue-free to avoid us causing more damage. If we are not able to remove paint or other residue using non-scratch methods, this does not mean the cleaning is free. If the owner or property manager is not able to walk and approve the cleaning before cleaning is completed, we will assess a $50 fee for a post-cleaning walk-through. If we send you a line item Estimate/Invoice and there is a dispute about a particular item, the other items must be paid in full before we will remedy the item in question. If you report a quality issue to us after 24 hours or the issue falls outside our guarantee, we will attempt to reschedule a redo cleaning as soon as possible.
Purified Cleaning provides all cleaning materials and supplies. However, if you desire that we use your own equipment e.g. vacuum cleaner, mop & bucket, cloths, and cleaning materials, you will need to let us know BEFORE your appointment. If you have special situations or types of finish on walls, sinks, cabinets, or floors that require a specific solution other than what we use, you need to let us know and not assume we should know. No two customers are the same and everyone has their favorite brands and way of cleaning. Also, some bleach-based products are acceptable providing the necessary precautions are taken; any use of bleaching agents in the property is at the customer’s own risk.