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Service Policy

Clear guidelines designed to ensure a consistent, reliable, and high-quality cleaning experience for every client.

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Service Policy

At P&D Pristine Cleaning Services, our Service Policy outlines the standards, expectations, and procedures that guide every cleaning we perform. This policy is designed to protect both our clients, and cleaning professionals while ensuring reliable scheduling, transparent communication, and exceptional service quality. By reviewing these guidelines, you'll gain a clear understanding of how our services work, what to expect on cleaning day, and how we maintain a smooth, professional experience from start to finish.

Payments & Cancellations

Payments

P&D Pristine Cleaning Co accepts credit and debit card payments only. To confirm your appointment, a temporary authorization hold is placed on the card on file two (2) days prior to service; funds must be available at that time in order for cleaners to be dispatched. This hold is not a charge. Your card is charged after the cleaning is completed, on the day of service. We do not charge cards prior to clean completion.

Cancellations & Rescheduling

At P&D Pristine Cleaning Co, we understand that schedules can change. Cancellations made within 24 hours of the scheduled appointment are subject to a $75 cancellation fee. Rescheduling is always free when requested prior to service. This policy allows us to protect reserved service time and fairly compensate our cleaning team.

Pre Service Requirements

Required Photos & Video Walkthrough

To ensure accurate pricing and proper preparation, photos and/or a clear walkthrough video of the areas to be cleaned are required prior to your appointment. This allows our team to:

  • Confirm scope and overall condition
  • Identify any heavy-duty cleaning needs
  • Assign the appropriate tools and manpower

If photos or videos are not provided in advance and the condition of the space is significantly worse than described, additional heavy-duty fees may be applied at the time of service.

Service Scope & Add-Ons

Deep Clean

At P&D Pristine Cleaning Co, our deep cleaning services are designed to deliver a detailed, professional clean while maintaining clear expectations around scope, condition, and service level.

A deep clean includes detailed surface cleaning throughout the home, including spot wall cleaning in reachable areas, along with kitchens, bathrooms, floors, baseboards, vents, and high-touch surfaces. To see our full deep clean checklist, please visit the link below.

The following services are not included in a standard deep clean and must be added separately:

  • Organizing services
  • Clutter removal
  • Trash or bulk item removal

These services are available upon request and are priced separately based on scope.

View Our Deep Clean Checklist

Heavy Duty Clean (Additional Fees Apply)

While our deep clean service is thorough, certain conditions fall outside the standard scope. Heavy grease buildup, smoke residue, heavy wall markings, rust, rot, excessive water damage, or severely neglected areas may require additional time, specialized tools, or multiple cleaning sessions.

When these conditions are present, a heavy-duty add-on fee starting at $75 may apply. We will always clean to the best of our professional ability; however, some items may be beyond restoration and may require repair, replacement, or ongoing service. Any additional cost is discussed and approved prior to proceeding, and pricing is assessed case by case.

If additional heavy-duty services are identified on site, payment for the adjusted total must be processed prior to beginning service. Should the client choose not to proceed after the revised scope is presented, a same-day cancellation fee of $75 will apply. To see our heavy duty clean checklist, please visit the link below.

View Our Heavy Duty Clean Checklist

Move-In / Move-Out Clean

P&D Pristine Cleaning Co. provides professional move-in and move-out cleaning services designed to prepare homes for new occupancy, final walkthroughs, and landlord or property manager inspections. These services are more detailed than standard or deep residential cleaning and require specific conditions to be met.

Property Condition Requirements

For a move out clean, the property must be:

  • Completely vacant, with all personal belongings, furniture, and trash removed.
  • Free of hazardous materials, including but not limited to human and animal waste.
  • Accessible with all rooms, cabinets, closets, and appliances unobstructed

    • Move-out cleaning does not include organizing, packing, or removal of remaining items unless previously arranged as an additional service.

Utilities & Access

All utilities must be active and fully functioning at the time of service, including:

  • Electricity
  • Running Water
  • Adequate Lighting

If utilities are shut off, limited, or unavailable, service may be delayed, modified, or canceled, as proper cleaning cannot be completed without them.

Scope & Condition Awareness

Move-out cleans are intended to address normal wear and tear. Homes with heavy buildup, extreme grease, smoke residue, rust, rot, or long-term neglect may require heavy-duty add-on services or multiple cleaning sessions. Any additional scope or pricing will be discussed and approved prior to proceeding.

Move-Out Cleaning Standards

P&D Pristine Cleaning Co. performs move-in and move-out cleaning to a professional, landlord-ready standard, focusing on cleanliness, sanitation, and presentation. Our team follows a detailed checklist designed to meet common rental and property management expectations. The space must be free and clear of any furniture and trash collected during the move out process. If you’d like for us to handle your trash removal that must be communicated before your appointment so the appropriate fees can be applied. Failure to notify us regarding left behind trash will result in a $50-$100 fee depending on the amount that needs to be removed and dumped.

Please note that cleaning addresses dirt, dust, and buildup, but does not correct pre-existing damage, wear, or conditions requiring repair or replacement. Final approval decisions may vary based on individual property standards and the overall condition of the home prior to service.

View Our Move-In / Move-Out Clean Checklist

Please Note: Failure to meet the conditions outlined above may result in additional fees, service delays, or cancellation in accordance with our service policies.

Our 200% Satisfaction Guarantee

At P&D Pristine Cleaning Co, your satisfaction matters. If any areas were missed during your cleaning, we’re happy to make it right.

Clients must notify us of any concerns within 24 hours of service completion. When appropriate, we will schedule a complimentary re-clean of the missed areas as our primary resolution. This allows us to uphold our standards and deliver the quality of work we stand behind.

Partial refunds are not issued as a first resolution when services and labor have already been rendered. Partial refunds are considered only after a re-clean has been completed and the concern remains unresolved. Any refund, if approved, is issued at our discretion and based on the specific circumstances of the service. Declining or denying a reclean constitutes a forfeiture of any additional remediation, including partial refunds or credits.

This guarantee ensures fairness to our clients while respecting the time, labor, and professionalism of our cleaning team.

Safety Policy & Service Limitations

At P&D Pristine Cleaning Co, the safety of our clients and cleaning professionals is a top priority. To maintain a high standard of service while protecting all parties, the following safety guidelines and service limitations apply to all residential, move-in, and move-out cleaning services.

Reaching High Areas

For liability and safety reasons, our teams are unable to clean areas higher than 6 feet. Cleaners do not climb ladders or access elevated areas beyond what can be safely reached using standard step stools.

Large Appliances & Heavy Objects

Our cleaners are unable to move large appliances, furniture, or items weighing more than 30 lbs. We’re happy to clean around or underneath items that have been moved in advance. If cleaning behind or beneath heavy objects is requested, accommodations must be made prior to our arrival.

Windows & Screens

Interior window cleaning is limited to windows that are safely accessible using a 2–3 step ladder. For liability reasons, our team does not remove, detach, or reinstall window screens. Screens must be removed by the client if screen cleaning is requested.

Closets, Drawers, & Occupied Homes

To respect client privacy, we do not clean or organize the interior of closets or drawers in occupied homes unless explicitly agreed upon in advance.

Children & Pets

For safety reasons, an adult must be present if a child under the age of 16 is in the home during service. If our team arrives and no adult is present, service will be discontinued and subject to a $75 same-day cancellation fee. We love pets; however, all animals must be secured, crated, or kept out of work areas to allow our team to clean safely and efficiently.

Bio-hazards, Infestations & Hazardous Conditions

At P&D Pristine Co, the safety of our clients and cleaning professionals is our priority. Certain conditions require special assessment and may fall outside standard residential or deep cleaning services.

Situations involving active infestations, excessive animal waste, bodily fluids, chemical exposure, or hazardous materials must be disclosed in advance and reviewed prior to service. In select cases, P&D Pristine Co may accept these projects as heavy-duty or specialty cleanings, subject to additional fees, specialized equipment, and approval.

If undisclosed hazardous or unsafe conditions are discovered during service, we reserve the right to pause or discontinue cleaning immediately. When service has already commenced, payment will be refunded minus a fee proportionate to services rendered, with a minimum service fee of $99 retained.

Certain conditions—such as high concentrations of mold, asbestos, lead, or other regulated hazardous materials—may require licensed remediation before cleaning services can proceed.

Final Safety Notice

These policies allow P&D Pristine Co to deliver consistent, high-quality professional cleaning services while maintaining a safe working environment for everyone involved.

Service Disclaimer

General Disclaimer (Applies to all services)

P&D Pristine Cleaning Co provides professional cleaning services based on the condition of the property at the time of service and the scope agreed upon at booking. While we strive for high-quality results, cleaning outcomes may vary depending on surface condition, material type, prior maintenance, and pre-existing wear or damage.

  • We are not responsible for damage to items that are fragile, unstable, improperly mounted, or not disclosed prior to service (including but not limited to antiques, loose fixtures, or delicate finishes).
  • We do not guarantee the removal of permanent stains, heavy buildup, mold, mildew, pet odors, or damage caused by neglect or improper maintenance.
  • Surfaces such as natural stone, hardwood, specialty tiles, painted finishes, and aging materials are cleaned at the client’s risk unless special instructions are provided in advance.
  • Clients are responsible for securing pets and removing personal or valuable items from areas to be cleaned.

Scope Acknowledgement

By booking service with P&D Pristine Cleaning Co, clients acknowledge and agree to the scope of service outlined at the time of booking and accept the terms of this Service Disclaimer and our Service Policy.