# policies-and-terms # ***Policies and Terms of Service*** ## **Satisfaction Guarantee** At Ever Clean Pristine Services, customer satisfaction is a genuine priority. We are committed to delivering a cleaning experience that is attentive, dependable, and held to the standard every home deserves. We want every client to feel at ease, well cared for, and satisfied with the results of our work. If, after your service, you believe that an area included within the agreed scope was not properly cleaned, please notify us within 24 hours so we can review the concern. **To submit a guarantee claim, the client must:** - • Report the concern within 24 hours after a residential service, or within the timeframe established in the applicable contract for commercial services. - • Clearly identify the specific area or task that is the subject of the concern. - • Allow Ever Clean Pristine Services a reasonable opportunity to inspect and correct the reported area. When a claim is valid, Ever Clean Pristine Services will provide a complimentary return visit to address the reported area within the original scope of service. Correction of the service will be the primary remedy before any additional adjustment is considered. **This guarantee does not apply to:** - • Areas or tasks not included in the contracted service. - • Pre-existing conditions, permanent stains, normal wear and tear, rust, deep mold, or structural deterioration. - • Results affected by use of the area after the service has been completed. - • Additional cleaning requests not originally included in the contracted service. - • Property damage, missing items, or other incidents governed by separate liability, damage, or insurance policies. The Satisfaction Guarantee applies exclusively to the quality of the cleaning service provided and does not replace or modify separate policies relating to property damage, insurance claims, cancellations, refunds, or electronic communications. ## **Cancellation, Rescheduling & Refund Policy** To reserve an appointment, Ever Clean Pristine Services may require a deposit equal to 30% of the estimated service total. The deposit secures the requested date and covers scheduling, coordination, and preparation costs. **Reservation deposits are non-refundable.** If the client requests a cancellation or rescheduling **at least 48 hours before the scheduled appointment**, the deposit will not be refunded, but the full amount of the deposit may be applied toward a rescheduled appointment. If the client cancels or requests to reschedule **less than 48 hours before the scheduled appointment**, the deposit will be forfeited and cannot be applied toward a future service. A new deposit will be required to reserve another appointment. If the client decides not to proceed with the service and does not wish to reschedule, the reservation deposit will be retained and no refund will be issued. If the service cannot be performed due to circumstances attributable to the client, including lack of access to the property, inability to communicate with the client when necessary, no running water, or no electricity, the appointment may be treated as a late cancellation or no-show, and the deposit may be forfeited. ## **Terms of Use** By booking, hiring, or using the services of Ever Clean Pristine Services, the client agrees to these Terms of Use and all other applicable policies published by the company. ### Booking Requests and Confirmation Submitting a service request does not automatically guarantee a date or time. All appointments are subject to final confirmation by Ever Clean Pristine Services through text message, email, phone call, or the booking system. ### Deposits and Payments Ever Clean Pristine Services may require a deposit to secure a reservation. The remaining balance may be collected on the day of service or as otherwise stated in the estimate, invoice, or contract. Ever Clean Pristine Services accepts credit cards, debit cards, ACH transfers, Zelle, cash, and business checks. ### Scope of Service Services will be provided according to the type of cleaning purchased, the condition of the property as disclosed by the client, and reasonable limits of time, safety, and access. Any additional service, unusual condition, or work not originally included may result in additional charges, an adjustment to the scope of work, or rescheduling. Ever Clean Pristine Services uses conventional cleaning products. If the client requests eco-friendly products, they may be offered as an additional service or add-on, subject to availability and prior approval. ### Property Preparation The client must provide the minimum conditions necessary for service, including access to the property, running water, electricity, and reasonably safe working conditions. We recommend removing or securing cash, jewelry, documents, artwork, sentimental items, and highly fragile belongings before the visit. ### Access, Lockouts, and Alarms If the team is unable to enter the property at the scheduled time due to a missing key, access code, authorization, client response, or failure to disarm an alarm, the visit may be treated as a late cancellation or no-show, and applicable charges may apply. The client is responsible for providing accurate access instructions and notifying Ever Clean Pristine Services of any changes before the scheduled appointment. ### Pets and Safety Pets must remain under reasonable control during the visit. If a pet poses a risk, interferes with the work, or prevents the service from being completed safely, Ever Clean Pristine Services may suspend or discontinue the cleaning, and applicable charges may apply. ### Parking and Physical Access If the service location requires paid parking, special permits, restricted elevator access, or other complex access arrangements, the client must notify Ever Clean Pristine Services in advance. Reasonable parking or access-related costs necessary to complete the service may be passed through to the client. ### Pricing Adjustments Estimates are based on the information provided by the client and the reasonably expected condition of the property. If, upon arrival, the team discovers materially different conditions, excessive buildup, additional areas, higher occupancy, renovations, or special service needs, Ever Clean Pristine Services may adjust the price, modify or limit the scope of service, or reschedule the appointment. ### Right to Refuse or Suspend Service Ever Clean Pristine Services reserves the right to refuse, interrupt, or terminate service when conditions are unsafe, unsanitary, aggressive, or otherwise inappropriate, including the presence of weapons, severe pest infestations, biohazards, extreme buildup, lack of essential utilities, or inappropriate conduct toward staff. ### Heavy Items and Inaccessible Areas For safety reasons, staff will not move excessively heavy objects or access areas that require tall ladders, dangerous maneuvering, or specialized equipment unless expressly agreed upon in advance. Cleaning of inaccessible areas may be excluded from the service. ### Products and Equipment Ever Clean Pristine Services may use its own products and equipment or, if previously agreed, products supplied by the client. If the client requests the use of their own products or equipment, Ever Clean Pristine Services will not be responsible for damage caused by defects, incompatibility, improper labeling, or malfunction of those products or items. ### Arrival Windows and Timing Ever Clean Pristine Services will make reasonable efforts to arrive within the agreed timeframe, but services may be performed within arrival windows due to traffic, variable service durations, weather, or other operational factors. Any significant delay will be communicated to the client as reasonably possible. ### Recurring Services Recurring services are provided on an ongoing basis according to the service frequency agreed upon with the client. If the client wishes to change the frequency, pause service, or modify the service plan, advance notice must be provided so scheduling can be adjusted accordingly. ### Employee Solicitation The client agrees not to directly hire, solicit, engage, or otherwise divert any employee or worker introduced to the client through Ever Clean Pristine Services for work outside the company during the business relationship and for **12 months following the client's last service with Ever Clean Pristine Services**, unless the company provides prior written authorization. ### Changes to These Terms Ever Clean Pristine Services may update these Terms of Use and other policies when reasonably necessary. Updated versions will become effective once posted on EverCleanPristineServices.com or otherwise communicated through reasonable means. ## **Property Damage & Claims Policy** Ever Clean Pristine Services takes reasonable steps to protect the client's property during the performance of services. If the client believes that damage occurred during a service visit, the matter must be reported within 24 hours, together with a clear description of the issue and, when possible, photographs of the affected item or area. Ever Clean Pristine Services will investigate claims in good faith. If it is determined that damage was caused by staff during the performance of the service, the resolution may include reasonable repair, comparable replacement, credit, or handling under the applicable insurance policy, including general liability coverage when appropriate. Ever Clean Pristine Services is not responsible for normal wear and tear, pre-existing damage, faulty installation, highly fragile or unusually valuable items that were not removed or properly protected by the client, cash, jewelry, documents, or collections that were not adequately secured, or for losses or damage reported after the stated timeframe. This policy does not limit any rights that may exist under applicable law, but it clarifies that the Satisfaction Guarantee does not replace or expand the company's responsibility for property damage. ## **SMS & Electronic Communications Policy** By providing a phone number and/or email address, the client authorizes Ever Clean Pristine Services to send service-related communications, including booking confirmations, reminders, scheduling updates, arrival notices, invoices, review requests, and other operational notifications. Participation in promotional SMS communications, if implemented, will be voluntary and may require separate consent. Clients may opt out of promotional messages by following the applicable opt-out instructions, such as replying **STOP** when applicable. Ever Clean Pristine Services does not guarantee that SMS messages will be delivered without delays, interruptions, or technical failures and is not responsible for delays or errors caused by mobile carriers, messaging platforms, or other third parties. Standard message and data rates may apply depending on the client's mobile plan. The client is responsible for keeping contact information current and accurate. ## **Privacy Policy** ### Information We Collect Ever Clean Pristine Services may collect personal and operational information reasonably necessary to provide services, process bookings, communicate with clients, maintain business records, and improve the customer experience. **This information may include:** - • First and last name. - • Phone number and email address. - • Service address. - • Service preferences and operational notes. - • Booking and service history. - • Transaction-related records, such as payment status, amount, date, invoice number, and other information reasonably necessary for accounting and business records. - • Basic technical information generated through use of the website when applicable. ### Payment Information Ever Clean Pristine Services does not directly process or store customers' credit card numbers, bank account credentials, or other sensitive payment information. Electronic payments made through our service platform are processed by third-party payment service providers. Payments initiated by customers through services such as Zelle or ACH transfers are processed through the applicable financial institutions or payment networks. Ever Clean Pristine Services may retain transaction-related records reasonably necessary for invoicing, accounting, tax, and other legitimate business purposes. ### How We Use Information **Information may be used to:** - • Respond to service inquiries and estimate requests. - • Confirm, schedule, and reschedule appointments. - • Maintain service and transaction records. - • Send reminders, invoices, and operational communications. - • Provide and improve our services and customer experience. - • Address customer service concerns and claims. - • Comply with accounting, tax, legal, contractual, and administrative obligations. ### How We Share Information **Ever Clean Pristine Services does not sell personal information.** Information may be shared with third-party service providers when reasonably necessary to operate the business or provide services. These may include providers supporting payment processing, website hosting, analytics, booking and scheduling, communications, accounting, and other business technology. Information may also be disclosed when reasonably necessary to comply with applicable law, respond to lawful requests, protect the rights or safety of Ever Clean Pristine Services, its clients, staff, or others, or address legal or insurance matters. ### Cookies and Analytics EverCleanPristineServices.com may use cookies, analytics technologies, or similar tools to support website functionality, understand general website usage, measure advertising performance, and improve our services. Some of these technologies may be provided by third-party service providers. Where required, appropriate notice or consent mechanisms will be provided. The technologies used by the website may change as Ever Clean Pristine Services develops its online services and advertising activities. ### Data Security Ever Clean Pristine Services takes reasonable administrative, technical, and operational measures to protect personal information. However, no method of electronic transmission or storage is completely secure, and Ever Clean Pristine Services cannot guarantee absolute security. ### Your Privacy Requests Clients may contact Ever Clean Pristine Services to request access to, correction of, or deletion of personal information associated with them. We will evaluate and respond to such requests in accordance with applicable law and subject to legitimate business, accounting, tax, contractual, security, and legal record-retention requirements. ### Communications By using the company's services and providing contact information, the client agrees to receive operational communications by email and/or SMS relating to bookings, estimates, reminders, services, invoices, and payments. Promotional communications, when applicable, will be handled in accordance with the SMS & Electronic Communications Policy above. ### Changes to This Privacy Policy Ever Clean Pristine Services may update this Privacy Policy when reasonably necessary to reflect changes in business practices, technology, services, or applicable requirements. Updated versions will become effective when posted on EverCleanPristineServices.com. ### Contact Us **Ever Clean Pristine Services LLC** Email: [info@evercleanpristineservices.com](mailto:info@evercleanpristineservices.com?subject=Privacy%20Policy%20Inquiry) Website: [EverCleanPristineServices.com](https://evercleanpristineservices.com/)