TERMS OF SERVICE
Effective Date: March 2026
Welcome to Pacific Pure Cleaning. By accessing or using our website (the “Site”) or any of our services, you agree to be bound by these Terms of Service. If you do not agree, please refrain from using our Site or services.
Our mission is to provide high-quality cleaning services that simplify your life and give you more time to enjoy what matters most.
1. Cleaning Teams
Our cleaners work in teams of two or more, depending on the service. A team leader will be assigned to ensure your cleaning is completed according to your instructions. We strive to keep the same team leader assigned to your home; however, this cannot be guaranteed due to illness, vacations, promotions, or other circumstances.
2. Equipment and Supplies
We provide all cleaning supplies, including vacuums, mops, and cleaning products. If you prefer a specific product or tool, please notify our office or the team leader. We use eco-friendly and biodegradable products, which may be less strong than chemical options. For certain tasks requiring heavy-duty results, we reserve the right to use non-eco-friendly products such as oven cleaner or other chemical-based solutions.
3. Arrival Time
Please allow a one-hour arrival window around your scheduled appointment due to variables such as traffic, weather, or schedule adjustments. If our team is delayed by more than one hour, we will notify you. If you cannot be home, you may provide a key or entry code for access.
Parking: Clients must provide free parking when possible. If no free parking is available, applicable parking fees will be added to the service total.
4. Service Confirmation
For special requests (post-construction, fridge cleaning, garages, extra rooms, etc.), please notify us in advance so we can plan the required time. Estimates are based on the information you provide. If actual conditions differ from the description, we may adjust both time and price.
5. Residential Cleaning Hours
Appointments are scheduled Monday through Friday. The first appointment begins at 7:30 a.m., and the final appointment concludes by 5:00 p.m. Weekend appointments may be arranged by exception.
6. Rescheduling and Lockouts
We require a minimum of 48 hours’ notice for cancellations or rescheduling. Because each cleaning requires a large block of time, last-minute changes are difficult to fill. If two consecutive appointments are cancelled, you may be removed from the recurring schedule unless arrangements are made.
Pacific Pure Cleaning recognizes that clients may occasionally need to cancel a cleaning appointment. If you need to cancel, please contact us by phone or text at: (604) 729-0057.
Late Cancellations: All cancellations made less than 24 hours before the appointment will incur a $90 late cancellation fee.
7. Sick Policy
If you or your child has a contagious illness (flu, pneumonia, chicken pox, etc.), please reschedule. We will also reschedule if our team becomes ill to protect your family from exposure.
8. What We Clean
We clean major surfaces including floors, countertops, tables, appliances, and more. Preparing your home by decluttering helps maximize the time spent on actual cleaning tasks. We do not enter closets unless requested (extra time will be added).
9. What We Do NOT Clean
Examples include:
Changing light bulbs or cleaning chandeliers/antique fixtures.
Balcony deep-cleaning (must be booked as an add-on).
Droppings of excrement (human or animal) or biohazards.
Clogged toilets, bathtubs, or fireplaces.
Dusting/cobwebs above 9 feet or cleaning curtains/fabric window coverings.
Folding intimate clothes (lingerie/underwear).
Inside HVAC vents, heaters, or mold/mildew remediation.
Organizing/shredding papers or cleaning outside windows (except patio sliding doors).
Grout cleaning on tile floors (shower grout only; silicone discoloration is permanent).
10. Pets
We love pets and are comfortable working around them. Please notify us of any special instructions. We are not responsible for pets that escape during our entry or exit.
11. Holidays
If your scheduled cleaning falls on a holiday, we will reschedule for the next available date agreed upon by both parties.
12. Alarms, Key Codes & Keys
You do not need to be present. We will lock the home and reset alarms as instructed.
13. Add-On Services
Any task not previously agreed upon is considered an add-on and may require additional time and cost. Add-ons must be requested in advance.
14. Travel Fees & Delays
Standard travel fee: $8 per service (applies except for recurring cleanings, Airbnb maintenance, or special travel zones).
Special travel fee: $40 for services under 15 hours in remote areas outside metropolitan routes.
Client delays: If our team must wait due to a client arriving late, the additional time will be added to the invoice.
15. Payments
Accepted payment methods: Visa, MasterCard, e-transfer, cash. Payment is due on the day of service. Late payments (over 10 days) incur a 10% late fee.
16. Satisfaction Guarantee / Claims
Cleaning is a personalized service, so we do not offer refunds. However, if you are not satisfied, contact us within 24 hours. We will return and reclean the area at no cost. After 24 hours, all cleanings are considered final.
17. Move-Out Cleanings
Minimum service time is 3 hours. Additional details will be discussed based on your needs.
18. Damage or Lost Property
We are insured and bonded. Any damage or loss must be reported within 48 hours. We are not responsible for items not properly secured, pre-existing damage, or damage resulting from moving items/furniture.
19. Scheduled Cleaning Dates/Times
Once your appointment time is set, we cannot make changes as it affects the entire schedule.
20. Clutter and Garbage
Excessive clutter may require more time and adjust the estimate. We only dispose of items placed in garbage bins.
21. Leaving Town / Vacation
If you are away, we can use your scheduled time for extra tasks to help maintain your recurring spot.
22. Photos
Pacific Pure Cleaning reserves the right to take pictures of the work done before and after service for quality control, excluding any personal information, addresses, or identifiers.