My Pristine Clean – Updated Policies
Scheduling – requests for making changes to your cleaning schedule must be received during business hours (Monday thru Friday 9 AM – 5 PM) and must be at least 2 business days in advance. Unless the circumstances are proven to be emergent (posing a threat to the well-being of your home or our cleaning technicians), a cancellation fee will be added to your account. Our business relies on a steady, uninterrupted schedule in order to operate efficiently.
Being Prepared for Our Arrival – My Pristine Clean is coming to your home prepared to tackle dirt! Please make sure the areas to be cleaned area free of trash and clutter so we can get it cleaned properly. When scheduling cleanings and designing cleaning packages, My Pristine Clean allots a specific amount of time per home for the Cleaning Technicians to service. If the Cleaning Technicians are having to move clutter, organize, remove trash, or do anything outside the scope of work that was agreed upon, you may be responsible for additional fees. If you are going to be home, we ask that the Cleaning Technicians are able to operate in a focused and efficient fashion. It is ok to greet them and ask how they’ve been, but we do discourage excessive socializing/talking to the Cleaning Technicians. If you are having issues with something, please call the office at 240-513-7333 and we will be happy to address it. Please do not approach the Cleaning Technicians about questions/issues unless it’s completely necessary!
Extra Services/Service Changes – if you’d like to add extra items onto your upcoming cleaning, we do request that you provide at least 2 business days’ (Monday thru Friday) notice so we can ensure there is ample time allotted and your cleaning tech/s are properly equipped. Please note that if you are subscribed to weekly/bi-weekly/tri-weekly cleaning, a deep clean will be required once your appointment has surpassed 6 weeks between visits. For monthly subscribers, we ask that your appointments do not surpass 6 weeks. Please note that if the Cleaning Technicians are not able to access your home on your scheduled date/time of cleaning, your account will be charged 50% of your quoted cleaning fee.
Communication – at My Pristine Clean we strive to provide you with and unparalleled service experience. If you encounter issues with your cleaning, we do ask that you contact us via telephone at 240-513-7333 or via email at firstname.lastname@example.org during business hours (Monday thru Friday 9 AM – 5 PM) and within 12 hours of discovery of the issue. If you have any questions or concerns, please reach out to us at the phone number/email above, and we will be happy to assist you! Please allow up to 1 business day for us to get back to you, as we are not always in the office and may be in the field assisting our crews.
Payment – payment is due at the time of service or before completion. For privacy purposes, if you are leaving cash or check, we ask that you place it in a sealed envelope. If you’d like My Pristine Clean to provide envelopes, we’d be more than happy to! If you are receiving invoices or forget to leave your payment on the day of cleaning (accidents happen), payment is due within 5 (five) business days after cleaning completion. If payment is not received after 5 (five) business days, a $25 late fee will be assessed. As a small business, we rely on our payments to be received in a timely manner.
Time of Arrival – if you have a time preference for your cleaning crew to arrive, we will do our very best to ensure your crews arrive during that time, but we do ask for a 1 (one) hour window for the cleaners to arrive. There are many circumstances that come into play (traffic, emergencies, etc.) that may alter the techs’ cleaning routes.
Holidays – My Pristine Clean is closed on the following holidays. 4th of July (Independence Day), Labor Day, Easter, New Year’s Day, Thanksgiving and the following day (Black Friday), and Christmas Day. If you wish to change your cleanings during the month of a major holiday, we do request that the change is submitted by the first of that month. This is to ensure there is no confusion for your cleaning technicians.
Weather/Closings – My Pristine Clean recognizes Washington County Schools’ weather emergencies/delays/closings. If there is no school due to the weather, My Pristine Clean will be closed or have limited operation due to our staff members needing to be home with their children.
Thank you for being a continued part of the My Pristine Clean family. We truly cherish your support!