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 and 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, phone call, or text once your appointment has been finalized in our system.

Appointment Arrival Window

Cleaning appointments are scheduled within an arrival window. Specific arrival times are not guaranteed due to the nature of the business.

For appointments with a 2:00–4:00 PM arrival window, we will make every effort to provide a clearer arrival estimate as the day progresses. However, unforeseen delays or the need to ensure quality at prior appointments may result in arrival closer to the end of the window. This reflects our commitment to service quality, not a lack of care.

If a delay beyond the scheduled window becomes unavoidable, we will notify you as soon as possible. While we strive to remain on schedule, slight delays may occur. We will always attempt to notify you by phone or text if we are running behind.

Residential vs. Commercial Cleaning Services

Purely Fort Wayne Cleaners provides both residential and commercial cleaning services. The scope, expectations, pricing, and results differ significantly between these service types.

Residential cleaning services are detail-oriented and focused on personal living spaces.
Commercial cleaning services are designed to maintain general cleanliness, hygiene, and presentation appropriate for offices, retail spaces, restaurants, and facilities.

By booking services, the client acknowledges that commercial cleaning is not equivalent to residential deep cleaning and does not include the same level of detail, cosmetic improvement, or surface restoration unless explicitly stated in writing.

Right to Refuse or Terminate Service

Purely Fort Wayne Cleaners reserves the right to deny or terminate service due to safety concerns, inappropriate or uncomfortable situations, weapons on the premises, disconnected utilities, severe clutter, or any condition deemed unreasonable.

For health, safety, and liability reasons, we do not provide services for:

• Hoarder homes or facilities
• Biohazards (feces, urine, vomit, blood, drug paraphernalia, etc.)
• Active infestations (bugs, pests, rodents)
• Mold remediation
• Blinds prone to breaking
• Exterior cleaning
• Second-story ladder work
• Extremely unsanitary or unsafe environments

Our cleaners may leave immediately if they feel unsafe or threatened. If service is refused on arrival, or our team must leave due to unsafe or unreasonable conditions, the same-day cancellation fee applies. We also reserve the right to charge up to $250 for documented safety or biohazard situations.

Safety and Service Limitations

To ensure safe working conditions:

• Cleaners do not lift items over 50 lbs
• Furniture must be moved in advance if cleaning is requested underneath or behind
• Cleaners do not climb higher than a 6-foot step ladder
• We do not perform work outside the home or facility
• We do not service hoarding or biohazard environments

Surface Limitations, Wear-and-Tear, and Cleaning Expectations

General Disclaimer

Cleaning services address removable dirt and surface-level residue only. We do not guarantee restoration, perfection, or like-new results.

Cleaning may make pre-existing wear, defects, damage, or inconsistencies more noticeable. This does not constitute damage caused by our services.

Wall Spot Cleaning & Paint Limitations

Wall spot cleaning is performed on a best-effort basis only and is limited to light, surface-level marks such as minor scuffs or smudges that can be safely addressed without risk of damage.

We do not guarantee full removal of wall marks, stains, scuffs, or discoloration. Results depend on paint type, age, finish, condition, previous touch-ups, and the nature of the mark.

Our team will not attempt wall cleaning if, in our professional judgment, doing so may:

• Damage or remove paint
• Leave streaks, discoloration, or uneven appearance
• Expose underlying layers or patches
• Worsen the cosmetic outcome

In some cases, painting or repainting is the appropriate solution. Wall cleaning is not a substitute for painting, and some marks may remain.

Floors & Floor Care Limitations

Floor cleaning is limited to removal of dirt, dust, and surface debris. We do not provide restoration, refinishing, polishing, scratch removal, or repair services.

We do not guarantee removal of scratches, scuffs, etching, dullness, stains, discoloration, or wear patterns caused by age, moisture, traffic, or improper care.

If floors have worn finishes, loose tiles, lifting planks, or compromised sealants, our team may decline certain cleaning methods to prevent further damage.

Stains & Permanent Discoloration

We do not guarantee removal of stains, dye transfer, rust, etching, chemical damage, or permanent discoloration. Some stains are permanent or require specialty restoration beyond the scope of cleaning services.

Heavy Buildup & Neglect

Services are priced based on reasonable maintenance conditions. Properties with heavy buildup, grease, soap scum, mineral deposits, pet residue, or long-term neglect may require additional time, specialized services, or multiple visits.

Complete removal of heavy or long-standing buildup is not guaranteed during a standard cleaning.

Commercial Cleaning Scope & Facility Limitations

Commercial cleaning services are intended to maintain cleanliness and sanitation in high-use environments and are not designed to correct long-term facility wear or deterioration.

We do not guarantee removal of:

• Floor or wall wear patterns
• Embedded stains from heavy foot traffic
• Equipment-caused scuffs or marks
• Industrial grease or long-term buildup

Cleaning may reveal pre-existing facility damage or wear, which does not constitute damage caused by our services.

Commercial cleaning does not include disassembly, movement, or internal cleaning of machinery, equipment, shelving systems, vents, ductwork, ceilings above drop tiles, mechanical rooms, or restricted areas unless explicitly agreed to in writing.

Residential Cleaning Clarification

Residential cleaning focuses on routine maintenance or deep cleaning as selected during booking. It does not include restoration, repair, painting, refinishing, or permanent stain removal unless specifically stated.

Fragile, Delicate, or High-Risk Items

Clients are responsible for identifying fragile, delicate, specialty, or high-risk items prior to service. This includes antiques, specialty finishes, unsealed stone, soft metals, damaged fixtures, or surfaces with loose or peeling finishes.

We reserve the right to decline cleaning any item or surface that poses a risk of damage.

Professional Judgment

All services are performed at the discretion of our trained professionals. If a requested task may cause damage or result in an undesirable outcome, our team may decline to perform the task without penalty.

Rescheduling and Cancellation Policy

Notice is measured from the time you contact us to the start of your scheduled arrival window. Any applicable fee is charged to the card on file.

• 48 hours or more notice: no charge to reschedule or cancel.
• At least 24 but less than 48 hours: reschedule at no charge; cancellation is $50.
• Less than 24 hours (not same day): reschedule is $25; cancellation is 50% of the booking price.
• Same day: reschedule is $50 if we can still fill the slot; otherwise cancellation is 100% of the booking price.

Lockout or no-response over 60 minutes: if you respond and reschedule on the spot, a $50 fee applies; if we cannot reach you for the full arrival window, it is treated as a same-day cancellation.

Payment and Pricing

A valid credit or debit card is required on file to reserve your appointment. We may place a temporary authorization hold up to two (2) days before service to verify the card. Your card is charged only after the cleaning is completed. Credit or debit card is the only accepted payment method.

Prices are based on information provided during booking and may be adjusted if the property condition differs significantly. Homes with shedding pets are subject to a $30 pet-hair adjustment, disclosed at booking.

Heavy Duty Cleaning Fee

If excessive buildup or neglect requires additional labor, a $200 Heavy Duty Cleaning Fee per affected area may apply. Multiple fees may apply during the same visit.

Refunds and Touch-Ups

Concerns must be reported within 24 hours of service completion. Resolutions may include re-cleaning or partial refund at our discretion.

Customer Responsibilities

Clients must ensure property access. Lockouts and no-shows are handled under the Rescheduling and Cancellation Policy above.

Clients are responsible for:

• Security system access
• Light preparation
• Specialty product requests
• Safe pet management

Breakage, Damage, and Loss Policy

Damage must be reported within 24 hours. We are not responsible for:

• Fragile or high-value items
• Improper installation
• Pre-existing wear and tear
• Poor craftsmanship

Communications & SMS Consent

By providing your phone number, you consent to receive service-related and promotional messages. Message and data rates may apply. Reply STOP to unsubscribe.

Holidays Observed

We do not schedule cleanings on:

• Thanksgiving Day
• Christmas Day
• New Years Day

Governing Law

These terms are governed by the laws of the State of Indiana.

By booking our services, you acknowledge that you have read, understood, and agree to these Terms and Conditions. Purely Fort Wayne Cleaners reserves the right to update these terms at any time.

Contact:
Purely Fort Wayne Cleaners
📧 info@purelyfortwaynecleaners.com

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