booking & Service Policy

Privacy Policy: Entrance and Safety Policies

Entry & Access  Policy
At Pure Luxe Cleaning Services, we value your time and strive to make your experience as seamless as possible. We are happy to accommodate the entry method most convenient for you, whether that’s a lockbox, key handoff, concierge desk, or personal greeting, provided it is confirmed at the time of booking through our online form or during your booking call.

 

Alarm & Security System Policy

The security of your home is our highest priority. If your property is equipped with a security system, please provide detailed instructions on how it should be properly disarmed upon our arrival. To streamline the process and maintain your home’s protection, we recommend contacting your alarm provider to program a unique entry code exclusively for our team. This is a common and highly effective solution
for clients with monitored systems. For your peace of mind, our policy is to securely lock all doors while we are working
and to deny entry to any unverified individuals. We kindly ask that you do not rely on our team to admit contractors, delivery personnel, or other visitors during your scheduled cleaning service.

Privacy and Discretion: Our Commitment to Your Trust
Advanced Safety & Security Policy: Our Commitment to Your Peace of Mind
Our Commitment to Exceptional Service and Your Safety

General Safety
● For everyone’s protection, we ask that you, your children, and pets remain outside the rooms being cleaned. This prevents exposure to cleaning products and avoids hazards such as tripping over equipment, cords, or supplies.
● If excessive pet hair or fur is present throughout the home, an additional pet cleaning fee starting at $50 will be added to your invoice, with increases
based on the severity.

Firearms & Hazardous Items
● For the safety of our staff, all firearms must be stored and secured in a locked area before the start of service.
● We will not clean any room where a firearm is visible. Please do not store firearms under pillows or mattresses, as this poses a serious risk during linen
changes.

Heavy & High-Reach Items
● To minimize risk of injury, our team is unable to move heavy furniture, large appliances, or flip mattresses. If you would like these areas cleaned, please
arrange for such items to be moved prior to our arrival.
● We cannot guarantee service in areas higher than 6 feet. Our team may use a standard step ladder to reach accessible areas, but for liability reasons, we cannot climb higher or use specialty ladders.

Windows & Screens
● Interior windows must be accessible via a 2–3 step ladder. We cannot service windows that require taller ladders or unsafe positioning.

● For screen cleaning, we kindly request that you remove screens in advance, as our team is not permitted to detach or reinstall them for liability reasons. Your cooperation with these policies ensures that our service is performed efficiently,
safely, and to the highest standard you expect from Pure Luxe Cleaning Services. We follow a thorough cleaning process to ensure your satisfaction and confidence in our service.

Biohazard & Unsafe Conditions Policy
For the health and safety of our clients and staff, Pure Luxe Cleaning Services does not clean vomit, blood, urine, feces, mold, or any other hazardous materials or spills. If such conditions are discovered or disclosed before service, the affected areas will be re-assessed. Additional fees will apply starting at $125, depending on the extent of the cleaning required. Mold is excluded entirely from our services and will not be cleaned under any
circumstances.

In some cases, our team may need to temporarily leave the property to obtain specialized cleaning supplies and protective gear before resuming work.
We reserve the right to refuse or discontinue service if the condition of the home significantly exceeds the scope of services booked or poses a safety risk to our staff.
This includes, but is not limited to:
● Hoarding situations
● Homes with evidence of squatting
● Widespread human waste
● Any environment deemed unsafe for cleaning.
If service is declined for these reasons, a $50 travel and fuel fee will be charged to the card on file, and our team will depart immediately.

Illness & Rescheduling Policy
If you or anyone in your household is ill with a contagious condition, please notify our office promptly. We will gladly reschedule your cleaning at no additional cost to ensure the well-being of both your household and our team.

Damage & Liability Policy
At Pure Luxe Cleaning Services, we take the utmost care when servicing your home. While accidents are rare, if our team is responsible for any damage, we will notify you promptly on the day of service. We will make every reasonable effort to repair, replace, or compensate for the item in question.
Please note the following:
● We do not assume liability for pre-existing damages such as scratches, chips, or dings on windows, paint, furniture, floors, or walls, nor for items that are improperly secured (e.g., heavy frames hung with thumbtacks, shelving notanchored, etc.).
● Items of high monetary or sentimental value should be stored away or cleaned by the homeowner. We kindly request that irreplaceable, collectible, or delicate objects be secured prior to our arrival to avoid accidental damage.
● All surfaces (e.g., marble, granite, hardwood) are assumed to be sealed and suitable for cleaning with standard, non-abrasive products.
● We are not responsible for damage resulting from faulty installation, improper assembly, or underlying structural issues, such as foundational or
plumbing leaks that may cause damage to floors or walls.

Notification Policy
If you notice any damage that you believe resulted from our cleaning service, please contact our office within two (2) calendar days of your appointment. Reports made beyond this time frame may not be eligible for compensation. Your trust is our priority, and these guidelines ensure we can maintain both the safety of your belongings and the integrity of our service. Release of Liability for High-Value or Sentimental Items. Should you request that Pure Luxe Cleaning Services clean items of significant monetary or sentimental value (exceeding $100), such as those displayed in curio cabinets, china hutches, display cases, or similar, the following terms will apply:
By granting permission to clean these items, the client fully releases Pure Luxe Cleaning Services from any and all liability for damage, breakage, or loss related to the cleaning of said items. The client acknowledges and accepts full responsibility for any necessary repair or replacement costs, including those that occur during the course of our service.
We highly recommend that high-value, fragile, or irreplaceable items be secured or excluded from cleaning to avoid the risk of loss or damage.
 

Cleaning Policies

Stain & Mold Removal Policy
While our team will make every effort to minimize or remove stains from grout, tile, and other surfaces, particularly in kitchens and bathrooms, we cannot guarantee complete stain removal, as some discoloration may be permanent due to age, material type, or prior damage.
If mold is discovered in any area of the home, it will be treated as a health and safety hazard. You will be notified immediately, and in accordance with our safety policy, our team will not clean or disturb any area containing mold. Specialized mold remediation services are required for such conditions before cleaning can resume.

Infestation & Hazardous Materials Policy
For the safety and well-being of our team, Pure Luxe Cleaning Services cannot perform cleaning services in homes with active insect infestations, including but not limited to ants, termites, roaches, fleas, or bed bugs. If such conditions are discovered during service, cleaning will be suspended until the issue has been professionally resolved. We do not clean up dead insects resulting from pesticide treatments (e.g., sprayed
ants). If you are unable to attend the appointment, our team will leave a note or
contact you regarding the issue. If you specifically request the removal of live or deceased insects, a special handling fee starting at $45 will be applied to your invoice. The same fee applies to the removal of animal waste as requested. Our staff is not permitted to handle or remove hazardous substances under any circumstances.

Move Out Cleaning Policy
At Pure Luxe Cleaning Services, move-out cleanings require a higher level of preparation to ensure we deliver the impeccable, comprehensive service you expect. To facilitate this, we kindly request that all furniture, personal belongings, and valuables be removed from the property before the scheduled cleaning appointment. This clearance allows our team unobstructed access to every surface, corner, and fixture, enabling a meticulous and efficient deep clean that meets move-out standards.

Additionally, please ensure that all trash, debris, and leftover items are disposed of before our arrival. If any trash or personal effects remain on-site, we reserve the right to apply an additional fee to your final invoice. This fee ranges from $50 to $250, depending on the volume and nature of the waste left behind, to cover the extra time and resources required for removal. For your convenience and to maintain the quality of service, we kindly request that no moving activities or heavy traffic occur during the cleaning appointment. Movement of boxes, furniture, or people during the service can impede our team’s workflow, limit access to key areas, and ultimately compromise the thoroughness
and efficiency of the cleaning process. We also recommend that utilities such as water and electricity remain fully
operational throughout the cleaning to allow us to use all necessary equipment and
cleaning solutions effectively. Our team is dedicated to ensuring your property is left in pristine condition, meeting
or exceeding the expectations of landlords and real estate professionals. Your cooperation in following these guidelines provides a seamless move-out experience with results that truly reflect the high standards of Pure Luxe Cleaning Services.

 

Thank you for entrusting us with your home during this critical transition. Should you have any special requests or unique property considerations, please notify us in advance so we can accommodate your needs accordingly.