Terms of Service – The Pristine Cleaning Co.
Last updated: Oct 20, 2026
These Terms of Service apply to all residential cleaning and related services provided by The Pristine Cleaning Co. LA LLC doing business as The Pristine Cleaning Co. ("we," "us," or "our"). By requesting a quote, booking a service, or opting in to text messages, you agree to these terms. Commercial clients are covered by our separate Commercial Cleaning Terms.
Contact Us
Business: The Pristine Cleaning Co. (The Pristine Cleaning Co. LA LLC)
Address: 12459 Corte Ln, Covington, LA 70435
Phone: (985) 302-2508
Email: admin@thepristinecleaningco.com
Website: thepristinecleaningco.com
Text Messaging (SMS) Terms
Program name. The Pristine Cleaning Co. Client Text Messages.
What we text you about. When you opt in, The Pristine Cleaning Co. will send text messages about your cleaning services. These include quote and booking confirmations, appointment reminders, "on our way" arrival notices, schedule changes, invoices and payment receipts, follow-ups after a visit, and replies to questions you send us. We may occasionally send service offers or promotions only if you have separately agreed to receive them.
How you opt in. You agree to receive texts when you give us your mobile number and consent on our website request or booking form, on a quote, by phone, or by texting us first. Consent to receive texts is not a condition of buying any service.
Message frequency. Message frequency varies based on your bookings and service activity. Most clients receive about 1 to 5 messages per scheduled visit.
Cost. Message and data rates may apply. Any charges come from your mobile carrier under your plan.
How to opt out. Reply STOP to any message to stop receiving texts from us. You will receive one final message confirming you are unsubscribed. After that, you will get no further texts unless you opt in again. You can also ask us to stop by phone or email.
How to get help. Reply HELP to any message for help. You can also contact us at (985) 302-2508 or admin@thepristinecleaningco.com.
Carriers. Mobile carriers are not liable for delayed or undelivered messages.
Your privacy. We do not sell, rent, or share your mobile number or text messaging consent with third parties or affiliates for their marketing purposes. Text messaging opt-in data is never shared with third parties. See our Privacy Policy for how we collect, use, and protect your information.
Services and Quotes
We provide residential cleaning services as described in your written quote. Quotes are based on the information you provide about your home. First-time and one-time cleanings are priced assuming normal buildup. If the home's size or condition differs from what was described, including excessive clutter, heavy buildup or pests, we will tell you before adjusting the price, and we will only continue with your approval. If conditions make it impossible to clean as quoted, we may end the visit and charge only for the work completed.
Supplies. We bring all cleaning supplies and equipment. If you would like us to use a product you provide, leave it out and let us know. We are not responsible for results or damage from products you provide.
Insurance and our team. We carry liability insurance and workers' compensation insurance, and every team member passes a background check before working in a client's home. We do our best to send the same team to recurring clients, but team members may change.
Move-In/Move-Out and Post-Construction Cleaning
Utilities: running water, hot water and electricity must be on for the visit.
Move-in and move-out: the home must be empty of furniture, boxes and belongings. Areas blocked by items left behind may be skipped.
Post-construction: all construction work must be finished, and debris, trash and building materials must be removed before we arrive. We do not haul away debris. Removing paint, adhesive, caulk or grout haze is quoted separately.
Quotes: these cleanings are quoted from a walkthrough or photos. If the home's condition differs from what we saw, we will tell you before adjusting the price.
Walkthrough: we recommend that you or your agent walk through the home with our team at the end of the visit. Our 24-hour satisfaction window still applies.
Booking and Payment
A deposit of 25% of the quoted price is required to confirm your booking.
The remaining balance is charged to your card on file on the day of service, after the visit is complete.
A card on file is required to book. By booking, you authorize us to charge your card on file for your deposit, each visit's balance, any add-ons you approve, and any fees described in these terms, including late cancellation, lockout and late payment fees. You will receive a receipt or invoice for every charge through our secure online system.
If a charge is declined, we will let you know. If it is not resolved within 3 days, a late fee of $25 may be added, and future visits may be paused until the balance is paid.
Please keep your card on file current. If your card expires or is replaced, update it before your next visit.
Chargebacks: please contact us first with any billing concern. If you dispute a charge with your bank and the dispute is found to be invalid, you agree to repay the disputed amount plus any fees our payment processor charges us.
Recurring Service
Weekly, biweekly and monthly clients receive a recurring discount, based on keeping that schedule.
If visits are skipped or rescheduled often, we may move your service to the price of the frequency you are actually receiving. We will tell you before any change.
Recurring pricing is reviewed once a year. We give at least 30 days' notice of any price change.
To pause or end recurring service, please give at least 14 days' notice.
We may refuse, pause or end service at any time, for example for unpaid balances, unsafe conditions or mistreatment of our team. If we end service, any deposit for a visit we will not perform is refunded.
Cancellations and Rescheduling
Please give at least 72 hours' notice to cancel or reschedule. We schedule our teams two weeks ahead, and a late change usually can't be filled.
24 to 72 hours' notice: a fee of 50% of the visit price.
Less than 24 hours' notice: a fee of 100% of the visit price.
Lockout: if our team arrives and cannot get in, the home has no running water or electricity, or the home is not safe or ready to clean (including an unsecured pet), the full visit price is charged.
Deposit: your 25% deposit is refunded if you cancel with at least 72 hours' notice. With less notice, it is applied toward the cancellation fee.
Courtesy reschedules: each client receives 2 courtesy reschedules per calendar year for an illness or emergency. A courtesy reschedule waives the late fee when the visit is rebooked within 14 days of the original date. Courtesy reschedules do not apply to lockouts, unsecured pets or unsafe conditions, and unused courtesies do not carry over to the next year.
Our changes: if we need to reschedule because of weather, illness or an emergency, we will contact you as early as we can and there is no fee to you.
Access and Safety
You agree to provide safe access to your home at the scheduled time. Please secure valuables and fragile items, and tell us about any hazards before the visit. Our team may decline or stop work in unsafe conditions. Pets are covered in our Pet Policy below.
Parking. Please provide safe, legal parking at or near your home at no cost to our team. If paid parking is the only option, the cost is added to your invoice.
Valuables. Please put away cash, jewelry, medications, important documents and other valuables before each visit. If you believe something is missing, report it within 7 days of the visit and include a police report so we can investigate and work with our insurance.
Other people in the home. For safety and quality, please do not schedule other service providers, such as movers, plumbers or contractors, during our visit. Our team does not supervise children. An adult must be responsible for any children at home during the visit.
Illness. If anyone in your home is sick with something contagious, please tell us as soon as possible so we can reschedule. Reschedules for illness follow our Cancellations and Rescheduling policy and can use a courtesy reschedule.
Respect for our team. Our team must be treated with respect. If a team member is harassed, threatened or made to feel unsafe, the team may leave immediately, the full visit price is charged, and we may end service.
Photos. Our team may take photos before and after a visit to document conditions, completed work or damage. Any photo we share publicly will not show faces, family photos, your address or other personal information.
Pet Policy
We love pets, and we also have to keep our team safe. Even a friendly pet can bite or scratch when strangers are in its home. This policy applies to every residential visit.
Tell us about your pets. At booking, tell us about every animal in your home: type, breed, name, how it acts around strangers, and any history of biting, scratching or aggression. Tell us before your next visit if anything changes, including a new pet, a pet you are fostering or watching for someone else, or a change in a pet's health or behavior.
Dogs must be secured for every visit. For the entire visit, every dog must be in a crate, in a closed room our team does not need to clean, behind a secure gate, or out of the home. This applies to every dog, no matter its size or how friendly it is. Dogs in a yard must be kept away from entrances, walkways and any area we are cleaning.
Cats and other pets. Calm cats may stay loose during the visit. If a cat hisses, swats, scratches or bites, we will ask that it be secured on future visits. Birds, reptiles, rodents and other caged animals must stay in their secured enclosures. We do not clean inside cages, tanks, litter boxes or pet bowls unless your quote includes it.
The room where pets are kept. We will not clean the room your pet is secured in. If you want that room cleaned, please arrange for the pet to be moved or out of the home for the visit.
We do not handle your pets. Our team will not let pets in or out, open crates or doors to a room where a pet is kept, or feed, walk, medicate or care for your animals. Please do not ask our team to do so.
If a pet is not secured when we arrive. Our team will not enter the home. We will call or text you and wait up to 15 minutes for you, or someone you choose, to secure the pet. If the pet cannot be secured, the visit is treated as a lockout and the full visit price is charged.
If a pet becomes a safety concern during a visit. Our team may stop work and leave at any time if a pet gets loose, acts aggressively, or makes it unsafe to keep working. The full visit price is charged.
Vaccinations. Dogs and cats in your home must be current on their rabies vaccination as required by Louisiana law. If a pet bites or scratches a member of our team, you agree to provide proof of rabies vaccination within 24 hours.
Your responsibility for your pets. You are responsible for your pets' behavior during our visits. To the extent allowed by Louisiana law, you agree to be responsible for, and to hold The Pristine Cleaning Co. LA LLC harmless from, injuries, medical costs, lost work time and damage to our equipment or supplies caused by your pet, unless our team provoked the animal. If your pet injures a member of our team, you agree to promptly give us your name, the pet owner's name if different, and your homeowner's or renter's insurance information, and to cooperate with any insurance claim. We may report animal bites to local animal control or the parish health unit as required by law.
Pet escapes. Our team will close doors and gates behind them. Because pets must be secured before we arrive, we are not responsible for a pet that gets out of the home or yard when it was not secured as this policy requires.
Pet waste, hair and accidents. Please pick up pet waste in the yard and in any area we will walk through or clean before we arrive. Our team may skip areas with pet urine, feces or vomit and will tell you what was skipped. Normal pet hair is part of a regular cleaning. Heavy pet hair may need extra time, and we will tell you before adding any charge.
Products and pet sensitivities. We use our cleaning products as labeled. Tell us before your visit if a pet has allergies, breathing problems or other sensitivities, and we will adjust products where we can. Please keep pets out of freshly cleaned areas until floors and surfaces are dry.
Repeated issues. If pets are not secured as this policy requires on more than one visit, we may pause or end your service.
Arrival Window
Your visit has a scheduled start time, and our team may arrive up to 30 minutes before or after it because of traffic and the job before yours. If we will be later than that, we will text you.
Keys, Codes and Alarms
If you give us a key, garage code or alarm code, we store it securely, label it without your name or address, and share it only with the team cleaning your home. Please tell us right away if a code changes. If we lose a key you gave us, we will pay to replace it or rekey the lock. Alarm fees caused by a code that was changed without telling us are your responsibility.
Weather, Holidays and Emergencies
If weather or road conditions make travel unsafe, we may reschedule your visit at no charge to either side. We are closed on major holidays; visits that fall on a closed day move to the nearest available day, and we will confirm the new time with you.
What We Don't Clean
Unless your quote says otherwise, our services do not include:
Biohazards, including blood, bodily fluids, mold, pest droppings or large amounts of pet waste
Moving heavy furniture or appliances, or anything over 10 pounds
Outside windows, or anything that needs a ladder taller than 5ft
Inside the oven, refrigerator or cabinets (available as add-ons)
Laundry, dishes beyond loading the dishwasher, or organizing (available as add-ons)
Our team may skip any area that is unsafe and will tell you what was skipped.
Satisfaction and Damages
If you are unhappy with any part of a cleaning, contact us within 24 hours of the visit, with photos if you can. We will return within 72 hours to re-clean the areas we missed at no charge.
First-visit walkthrough. After your first cleaning, you or someone you choose must be at the home for a walkthrough with our team before they leave. If no one is present for the walkthrough, our before-and-after photos serve as the record of the completed work, and you waive any right to a refund for that visit. You can still contact us within 24 hours to request a re-clean of any areas you are unhappy with.Please report any damage within 48 hours of the visit. We are insured. If we are responsible, we will repair or replace the item, at our choice, up to $500 per incident. Please tell us before your first visit about any item that is fragile, antique, of high value or needs special care. We are not responsible for damage caused by normal wear, items that were already damaged, loose or improperly installed fixtures, or items you asked us to clean after being told of a risk.
Limit of liability. To the extent Louisiana law allows, our total liability for any claim related to our services is limited to the repair or replacement amount described in this section.
Non-Solicitation of Staff
Clients agree not to hire our current or former employees, directly or through another company, for cleaning or household work during service and for 12 months after the last visit. If a client does, a placement fee of $2,000 is due.
Changes to These Terms
We may update these terms from time to time. The latest version will always be posted on this page with its updated date, and we will notify current clients of important changes by email or text.
Governing Law
These terms are governed by the laws of the State of Louisiana. Any dispute will be handled in the courts of St. Tammany Parish, Louisiana.
Other Terms
Entire agreement. These terms, together with your quote and our Privacy Policy, are the full agreement between you and The Pristine Cleaning Co.
Severability. If any part of these terms is found invalid, the rest of the terms remain in effect.