Satisfaction Guaranteed

At Pure Cleaning Group, we are committed to providing our customers with the best possible cleaning services. We do not offer refunds. If you are not satisfied with your cleaning service we may be able to provide you with a discount off your service. Our satisfaction guaranteed policy is as follows:

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1. Timeframe: If you are not satisfied with our cleaning services, please contact us within 24 hours of the cleaning appointment. We will work with you to resolve the issue. If we are unable to resolve the issue to your satisfaction, we will offer a discount off your cleaning service.

 

2. Complaints: To lodge a complaint, please contact our customer service team via email or phone and if possible attach photos of the area or problem. We will review your request and determine if a discount off your invoice or a credit is appropriate.

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3. Discount Amount: The discounted rate will depend on the nature of the issue and the extent of the cleaning services provided. 

 

4. Discount/ Credit Method: A discount will be applied to your invoice once the complaint has been filed and management has determined if a discount is appropriate. If you have already paid for your service in full, you will receive the discounted amount refunded to your bank account in which payment was made. Alternatively a store credit for the next cleaning service will be applied.

 

5. Non-Refundable Services: Please note that some cleaning services, such as End of Lease cleaning and subcontracted services, such as window cleaning and carpet/ upholstery cleaning are non-refundable and are not eligible for a discount.

 

We hope this refund policy provides you with the necessary information you need to make an informed decision when booking cleaning services from Pure Cleaning Group. If you have any questions or concerns, please don't hesitate to contact our customer service team. We are always here to help.