Terms of Service
Terms and Conditions of Service
By booking online with Purely Fort Wayne Cleaners, you agree to comply with and be bound by the following terms & conditions of service.
Booking, Confirmation and Appointment Details
Service Request: When you request our services, you are agreeing to the terms and conditions specified herein.
Confirmation: Booking a service does not guarantee an immediate spot. You will receive confirmation via email or phone call/text to confirm your appointment once finalized in our system.
Appointment Arrival Window: Cleaning appointment arrivals are scheduled for a certain time, however specific times are not guaranteed due to the nature of this business.
For appointments with a 2-4 PM arrival window, we will make every effort to update you with a clearer arrival time as the day progresses. However, due to the nature of our business, including variables such as unforeseen delays or the need to ensure quality in previous appointments, we may arrive closer to the end of the arrival window (i.e., around 4 PM). Please understand that this is not a reflection of any lack of care but rather a commitment to delivering exceptional service to all of our clients.
If a delay beyond 4 PM (or beyond any other start times) becomes unavoidable, we will notify you as soon as possible to minimize inconvenience. Your understanding and flexibility are greatly appreciated.
While we strive to adhere to the schedule, slight delays might occur due to unforeseen circumstances. We will always reach out by phone or text if we are running behind schedule.
Right to Refuse Service: Purely Fort Wayne Cleaners reserves to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter & disconnected utilities, or anything that we deem “unreasonable.” For our own health, safety, and liability concerns, we do not clean/perform the following: blinds that are prone to breaking, hoarder homes, biohazards (feces, urine, vomit, blood, drug paraphernalia, etc), infestations (bugs, pests, etc), climb/use second story ladders, etc. Our cleaners have the choice to leave if the home is in an extremely unsanitary condition or if they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot & you will be charged a cancellation fee.
Safety and Service Limitations: In order to ensure safe working conditions and appropriate boundaries for our cleaners:
- We do not handle mold removal or areas containing bodily fluids or excretions
- Our cleaners do not handle or lift in excess of 50 pounds - if you would like areas cleaned behind/under heavy furniture, please have it moved in time for your scheduled appointment
- Our cleaners do not climb higher than a 6 footstep ladder and do not perform work outside the home
- We are unable to service hoarding homes (this is a specialized service we do not provide)
Rescheduling and Cancellation Policy
Notice Period: A minimum of 24 hours' notice is required for cancellations or rescheduling to avoid a fee.
Fees: Cancellations made within 24 hours of the scheduled appointment are subject to a cancellation fee of $50, and re-scheduled appointments a fee of $25.
Payment and Pricing
Payment Timing and Methods: Payments must be made on the day of cleaning, at the conclusion of the service. Accepted methods of payment are only credit card or debit card.
Service Fees: While we provide instant prices based on our experience and information provided on the client booking form, prices may be adjusted based on the actual condition of the home. If the condition deviates significantly from what is represented on the booking form, we will contact you to discuss the adjustments. We reserve the right to re-evaluate service fees at any time; If we are unable to establish contact within 60 minutes of the scheduled start of the appointment window, the cancellation ($50) or rescheduling ($25) fee will be charged.
Refunds and Touch-ups: If you are dissatisfied with our service, please contact us within 24 hours of the job completion. We will address your concerns promptly and come up with a solution via partial refund or re-clean/touchup, to reach a solution to the satisfaction of both parties.
Rate Increases: Client rates may be adjusted based on changes in service frequency, home situation, or other factors. An annual increase of no more than 5% may be applied to recurring clients’ regular service.
Customer Responsibilities
Access: Clients must ensure the cleaning team has access to the property at the scheduled time, with provision of keys/instructions to enter the home. If locked out, every effort will be made to contact you. Failure to grant access within 60 minutes of the scheduled appointment arrival time will result in a $50 late cancellation fee.
If your home has a security system, kindly provide the necessary codes and instructions for use during the cleaning.
Cleaning Preparation: We request that you pick up clutter and do some light tidying to allow our cleaners easy access to the areas/surfaces to be cleaned (floors, countertops, tables, shelves). If you prefer our cleaners to handle these tasks, please notify the office in advance for a fee adjustment.
Cleaning Supplies: We provide the necessary cleaning equipment and products to complete the scope of work as described in our services. If you prefer specific products, kindly inform us in advance, and have them ready and available when our cleaners arrive
Pets: While we work around pets, clients are responsible for their pets' behavior. Aggressive pets may result in service refusal.
Breakage/Damage & Loss Policy: While rare, breakage or damage may occur. We carry insurance for damage or breakage caused by our cleaners.
Please report any damage or breakage noticed within 24 hours after the completion of our cleaning service. We cannot be held responsible for any claims made after this period.
We are not liable for damage or breakage of items that are inherently fragile, valuable, irreplaceable, or improperly secured. Such items include, but are not limited to, cash, jewelry, art, antiques, and improperly installed fixtures.
We are not responsible for any damage resulting from pre-existing wear and tear, improper installation, or poor craftsmanship.
For Website Sign-Up: By providing your phone number, you agree to receive updates, reminders, and promotional messages from Purely Fort Wayne Cleaners. Message and data rates may apply. Reply STOP to cancel at any time.
SMS Opt-in: Text YES to +1 866 861 0721 to subscribe to Purely Fort Wayne Cleaners updates, promotions, and appointment reminders. Message and data rates may apply. Reply STOP to cancel at any time.
Holidays: The following holidays will be observed - we will not schedule cleans on these days. If your recurring visits happen to fall on these days, we will work with you to pick a suitable alternate time.
- New Year's Day - January 1
- Easter Sunday - Date varies (Monday after Easter Sunday)
- Labor Day - The first Monday in September
- Thanksgiving Day - The fourth Thursday in November
- Christmas Eve - December 24
- Christmas Day - December 25
Governing Law
These terms and conditions are governed by the laws of the state of Indiana, without regard to conflict of law principles.
By booking our services, you acknowledge that you have read, understood, and agree to abide by these Terms and Conditions of Service.
We continually strive to improve our services. If you have suggestions, please let us know. Purely Fort Wayne Cleaners reserves the right to update or modify these terms at any time without prior notice.
For any questions or concerns regarding these terms, please contact us at:
Purely Fort Wayne Cleaners
Email: info@purelyfortwaynecleaners.com