Terms of Service

If you do not agree with any part of these Terms, do not use this website and do not book a service. Where you book on behalf of someone else — a landlord, an employer, a property manager, a family member — you represent that you are authorised to accept these Terms for them, and you remain responsible for payment.

Your acceptance is recorded when you book: we store the date, the time and the version of these Terms shown to you at that moment.

Pristine Group Cleaning Services provides residential, commercial, short-term rental and post-construction cleaning in Utah. Availability, travel time and minimum charges vary by location, and we may decline work outside our service area.

Work is performed by our staff and, where needed, by vetted independent contractors working under our direction and to our standards.

The price shown by our online calculator is an estimate produced from the information you enter. It is not a final, binding quote. It assumes the property matches the size, room count and condition you selected, and that the crew can work without obstruction.

If on arrival the property differs materially from what you described, we will tell you before starting, explain the adjustment, and proceed only once you approve it. If you decline the adjustment, we may clean only what the original price covers, or cancel the visit, and the cancellation rules in section 5 apply.

Some properties cannot be priced online at all — very large homes, heavy build-up, hoarding conditions, commercial premises with unusual requirements. In those cases the calculator will tell you so and we will quote after an assessment.

Prices on this website may change at any time. The price that governs is the one confirmed at the moment you book.

To hold a date you either pay the full estimated amount or a reservation deposit of 10% of it. A booking is confirmed only when we have received that payment and sent you a confirmation. Submitting the form alone does not reserve anything.

Where a deposit is paid, the balance is due on the day of service, on completion, unless we have agreed otherwise in writing. Where the property differs from your description and you approve an adjustment, the adjusted balance is due on the same terms.

By paying, you authorise us to charge the payment method you provide for the amount confirmed, for any adjustment you approve, and for any fee that becomes due under these Terms. Payments are processed by a third-party payment provider; we do not store your full card details.

Unpaid balances may accrue interest at the lesser of 1.5% per month or the maximum permitted by Utah law, and you are responsible for the reasonable costs of collection, including attorney fees. We may decline future bookings while a balance is outstanding.

Prices do not include gratuity. Tips are welcome but never expected.

We reserve a crew, a vehicle and a block of time for your booking, and we turn away other work to do it. These rules reflect that cost.

• More than 48 hours before the visit: cancel or reschedule at no cost. Any deposit is refunded in full, or kept as credit if you prefer.
• Between 24 and 48 hours before the visit: you may reschedule once at no cost. If you cancel, the 10% deposit is retained.
• Less than 24 hours before the visit, or on the day: the deposit is retained. If you had paid in full, we retain the equivalent of the 10% deposit and refund the rest.
• Lockout — the crew arrives within the agreed window and cannot get in, or is turned away: we charge 50% of the service price, against your deposit first. Travel has already been spent by that point.
• Cancellations by us: if we cancel for any reason other than your breach of these Terms, you receive a full refund of everything paid, or a rescheduled date at your choice.

Refunds are issued to the original payment method and normally appear within five to ten business days, depending on your bank. Requests to cancel or reschedule must reach us by phone, WhatsApp or email at the contacts in section 27; a message left outside our hours takes effect when we open.

We give an arrival window, not an exact minute. Traffic, weather and the job before yours move things. We tell you as soon as we know. A delay within the window is not a cancellation by us.

You are responsible for arranging access: being present, leaving a key, providing a code, or clearing entry with a building. Tell us in advance about alarms, gates, pets, parking restrictions and anything else that affects entry.

Keys and codes you give us are held securely, used only for your service, and returned or deleted when the relationship ends. We are not responsible for an alarm triggered by information you gave us incorrectly, or for a fine or fee charged by your building or association.

The property must have working electricity, running water and safe lighting. Without them the crew cannot work and the lockout rule applies.

The tasks included in each service are the ones listed for that service when you book. Anything not listed is not included. In particular, and regardless of the service selected, we do not:

• Handle biohazards: blood, bodily fluids, human or animal waste, needles, drug residue or crime-scene cleanup.
• Remediate mould, asbestos, lead paint or any other hazardous material. Surface mildew on a bathroom tile is ordinary cleaning; anything structural is not.
• Treat, remove or clean up after pests, insects or rodents.
• Clean litter boxes, cages, tanks or pet accidents.
• Clean exterior windows above ground level, roofs, gutters or chimneys.
• Move furniture or objects heavier than roughly 35 lb, or work from a ladder above two steps.
• Wash walls and ceilings beyond spot cleaning, or clean inside a wall cavity.
• Launder, iron or put away personal clothing unless agreed in writing.
• Clean areas that are unsafe, unsanitary beyond the service booked, or blocked by clutter we were not told about.
• Provide childcare, pet care or any service other than cleaning.

We supply our own products and equipment. If you require us to use a product you provide, you accept the result and release us from responsibility for damage that product causes. Tell us in advance about any surface needing special care — natural stone, unsealed wood, antiques, delicate finishes — because some cannot be treated with standard products.

Some conditions cannot be undone by cleaning: permanent staining, etched or worn surfaces, hard-water mineral damage, discolouration, odours embedded in porous materials. We will clean them; we cannot promise to remove them.

If something within the scope of your service was missed or poorly done, tell us within 24 hours of the visit and we will return and redo that area at no charge, at a time we agree. That re-clean is the remedy we offer, and we would rather fix the work than argue about it.

The guarantee covers work we agreed to do. It does not cover tasks outside the service booked, conditions we disclosed as not removable, or areas we could not reach. We need the opportunity to return: a refund is not available in place of a re-clean where you decline to let us correct the work, and a claim raised after 24 hours cannot be verified as ours.

We like animals. Tell us what lives in the home so the crew is not surprised. Any pet that may be aggressive, anxious or likely to escape must be secured for the duration of the visit. If a crew member is bitten, threatened or prevented from working by an animal, we may stop the visit and treat it as a lockout.

We are not responsible for a pet that escapes through a door or gate you asked us to use, nor for an animal left loose against this section.

Put away cash, jewellery, documents, firearms, medication, collectibles and anything irreplaceable before the visit. Our crews are vetted, but the sensible protection is that these items are not out.

Tell us in writing about any item you would rather we did not touch and we will leave it alone. We do not accept responsibility for items of unusual value that we were not told about, and we do not clean inside safes, gun cabinets, jewellery boxes or locked furniture.

We take care, and occasionally something still breaks. If our crew damages something, report it within 48 hours of the visit with photographs. We will inspect, and where the damage is ours we will repair the item, replace it, or credit its fair market value — our choice, and not its sentimental or replacement-new value.

We are not responsible for damage that was already there, for items that were already loose, worn, cracked, improperly mounted or at the end of their life, for surfaces that react badly to ordinary cleaning without our having been warned, or for failures of appliances and fixtures that merely happen to occur around the time of a visit.

A report made after 48 hours cannot be attributed to a particular visit and will not be accepted.

Our people come first. We may decline, pause or leave a job, and treat it as a same-day cancellation by you, where we find any of the following: a threat, harassment or discriminatory conduct toward a crew member; a person under the influence in a way that makes the visit unsafe; an unsecured aggressive animal; visible mould, vermin, sewage or biohazard; smoke, gas, structural danger, extreme temperature or no running water; a property in a condition materially worse than described.

We do not tolerate harassment of our staff in any form and will end the business relationship over it.

Finding, vetting, training and insuring a cleaner is most of what this business costs. For 12 months after your last service, you agree not to employ or engage, directly or through anyone else, any person who worked in your property on our behalf, other than through us.

If you do, you agree to pay $2,500 as a reasonable pre-estimate of our recruitment and training loss, not as a penalty. If you would like to hire someone from our team, talk to us — we would rather agree a placement fee than discover it afterwards.

A recurring plan runs until you end it. Any rate that depends on frequency assumes the visits actually happen: if you skip visits so that the real interval no longer matches your plan, we may reprice the completed visits at the applicable one-time rate.

Cancel a recurring plan with at least 7 days' notice before the next scheduled visit. Inside that window, that visit follows the cancellation rules in section 5. We may also end a recurring plan at any time on the same notice.

We will give you at least 30 days’ notice before changing the price of a recurring plan.

By giving us your phone number and email you agree that we may contact you about your estimate, your booking and your service by phone call, SMS, WhatsApp and email. These are transactional messages and they are part of providing the service.

Marketing messages are separate: we send them only with your consent, and consent to marketing is never a condition of buying anything from us. Reply STOP to any text to stop texts, or use the unsubscribe link in any email. Message and data rates may apply, and message frequency varies.

Our crews photograph work for quality control and training, and those photographs stay internal. We publish a photograph of your property only with your express permission, and never one that shows a person, a document, an address, a house number or anything else that identifies you or your home. You can withdraw that permission at any time and we will remove the image from anything we control.

Everything on this site — the Pristine Group name, the logo, the text, the photographs, the design and the code — belongs to us or to our licensors and is protected by copyright and trademark law. You may view and print it for your own use in dealing with us. You may not copy, republish, scrape, resell or use it to train a model, or use our name or logo in a way that suggests we endorse you.

Anything you send us — a review, a photograph, a suggestion — you grant us a non-exclusive, royalty-free licence to use in connection with our business, subject to section 16 and to our Privacy Policy.

You agree not to:

• Submit false, automated or bulk bookings, or bookings for a property you have no right to.
• Probe, scan or test the security of the site, or try to reach any part of it you are not authorised to use.
• Interfere with the site or overload it, including with scrapers, bots or denial-of-service traffic.
• Upload anything malicious, or attempt to inject code through any form on the site.
• Impersonate anyone, or misrepresent your connection to a person or a property.
• Use the site for anything unlawful, or in breach of any applicable regulation.

We may suspend or block access, cancel bookings and report conduct to the authorities where we believe this section has been broken.

The website is provided "as is" and "as available". We do not warrant that it will be uninterrupted, error-free or secure against every threat, nor that the information on it is complete or current at every moment. To the fullest extent permitted by Utah law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement.

This disclaimer applies to the website. It does not limit the guarantee we give on our cleaning work in section 8, and nothing in these Terms excludes a liability that cannot lawfully be excluded.

To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, consequential or punitive damages, or for lost profits, lost income, lost data or loss of goodwill, even if advised that they were possible.

Our total liability arising out of or relating to a service is limited to the greater of the amount you paid for that service, or the amount recoverable under our liability insurance for that claim. Our total liability arising out of your use of the website, where no service was booked, is limited to $100.

These limits do not apply to death or personal injury caused by our negligence, to fraud, or to anything else that Utah law does not permit us to limit. Some jurisdictions do not allow certain limitations, in which case the limitation applies to the maximum extent permitted.

You agree to indemnify and hold us harmless from claims, losses and reasonable legal costs arising from your breach of these Terms, from information you gave us that was untrue, from your failure to disclose a hazard or a special-care surface, from a third party claiming you had no right to authorise work at the property, or from your misuse of the website.

Neither party is in breach for a delay or failure caused by something outside its reasonable control: severe weather, snow or road closure, fire, flood, earthquake, power or water failure, epidemic, strike, civil unrest, war, government order or a failure of the internet or a payment network. We will reschedule at no cost as soon as we reasonably can, and if we cannot deliver the service at all you receive a full refund.

These Terms are governed by the laws of the State of Utah, without regard to its conflict-of-laws rules.

Before starting any legal proceeding, you agree to contact us and give us 30 days to resolve the matter informally. Most disputes end there, and this step costs neither of us anything.

If that does not resolve it, the state and federal courts located in the State of Utah have exclusive jurisdiction, and both parties consent to venue there. Either party may still bring an individual claim in small claims court. Claims must be brought individually and not as a class action or on behalf of others.

Any claim relating to a service must be brought within one year of the visit it concerns, or it is waived, except where Utah law requires a longer period.

We may update these Terms. The version that applies to a booking is the one published when you made it, which is why we record the version with each booking. Continuing to use the site after a change means you accept the updated Terms for future bookings. The effective date is shown at the top of this page.

If any provision of these Terms is held unenforceable, it is limited or removed to the minimum extent necessary and the rest remains in force. Our failure to enforce a provision is not a waiver of it. You may not assign this agreement; we may assign it to a successor of our business. These Terms, together with our Privacy Policy and your booking confirmation, are the entire agreement between us and replace any earlier understanding on the same subject.

These Terms are published in English and Spanish so that you can read them in the language you prefer. Both versions say the same thing. If a court finds a genuine conflict between them, the English version governs, because this agreement is performed and enforced in Utah.

Questions, cancellations, claims and legal notices: cleaning.services@pristinegrpco.com or (702) 353-8686. Please put anything you want on record in writing, to the email address above.