PristineCleanCo. Form

PRISTINECLEANCO. SERVICE AGREEMENT

Terms & Conditions • Policies • Limited Liability Waiver

This Service Agreement (“Agreement”) is entered into between Pristine Clean Indy LLC d/b/a Pristine Clean Co. (“PristineCleanCo.” or “Company”) and the undersigned Client (“Client”). By booking, scheduling, receiving, or authorizing services, Client acknowledges and agrees to be bound by this Agreement.

1. Scope of Agreement; Booking Controls

1.1 Scope Controls. Services are performed strictly in accordance with the services, service package(s), add-ons, and notes selected and expressed by Client and confirmed in the Company’s final booking confirmation (including confirmations issued by MioCommerce or other Company scheduling/payment software) (“Booking Confirmation”) that is emailed to The Client. The Client is required to follow all Pre-arrival guidelines and or Guest Checkout expectations attached to booking or sent via email separately by PristineCleanCo.
1.2 No Oral Modifications. Verbal requests or on-site instructions to cleaners do not modify this Agreement or the Booking Confirmation. All changes must be approved by Company management. Client-requested removal or skipping of areas on the day of service or after team arrival does not reduce the agreed service price. The originally booked scope remains billable in full.

2. Payment Method on File; Master Authorization to Charge

2.1 Payment Method Required. Client must maintain a valid card  on file no later than twenty-four (24) hours before the scheduled appointment. Failure to maintain a valid payment method may result in cancellation or removal from the schedule, and applicable fees remain enforceable.

2.2 Master Authorization to Charge. Client authorizes PristineCleanCo. to charge the payment method on file for all amounts due under this Agreement, including:

• Deposits

• Base service charges (including any additional services requested by the Client prior to arrival)

• Remaining balances

• Add-on and supplemental services necessary to meet the Company’s service standards and service chosen by The Client

• Condition-based charges and scope-based charges

• Extended labor and after-hours labor

• Cancellation, rescheduling, no-show, lockout, standby, and checkout-delay fees

• Processing fees, failed payment fees, and late fees

• Collection costs and legal fees, to the extent permitted by law

• Linen-rental losses, damages, and replacement costs

• Any other fees or adjustments expressly authorized by this Agreement

2.3 Post-Service Adjustments Window. Client acknowledges and agrees that certain charges (including condition-based charges, extended labor, after-hours labor, checkout-delay/standby time, or billing corrections) may be assessed and processed within seventy-two (72) hours after service completion once documentation and internal review are completed.

2.4 Processor Storage. Payment information is processed by Stripe or another approved processor. Client understands the processor may store payment credentials pursuant to its security and privacy standards.

3. Deposits; Processing Fees; Timing of Charges

3.1 Deposit. A 30% non-refundable deposit is required at booking to secure the service date(s) and is applied toward the total service cost. If Client cancels, reschedules, or fails to proceed for any reason, the deposit is retained as liquidated scheduling damages.

3.2 Base Charge Timing. Client authorizes the Company to process base service charges and/or remaining balances within one (1) to seventy-two (72) hours following service completion, unless otherwise stated in the Booking Confirmation.

3.3 Processing Fee. A 4% payment processing fee applies to electronic card transactions, including deposits, service totals, balances, add-ons, penalties, rescheduling/cancellation fees, lockout/no-show fees, standby fees, after-hours, extended labor, and other amounts due under this Agreement (where not prohibited by law).

4. Payment Failures; Deposit Late Fee; Late Fees

4.1 Deposit Nonpayment. If a required deposit is not received by the stated deadline prior to service, the Client authorizes a one-time $30 deposit late fee to offset administrative costs.

4.2 Late Payment Fee. If any balance remains unpaid more than eight (8) hours after the scheduled collection time stated in the Booking Confirmation or invoice, a $75 late payment fee may be assessed per billing cycle.

4.3 Failed Payment. Any declined, returned, or failed payment attempt may result in a $50 administrative fee per occurrence to offset processing and administrative costs.

5. Chargebacks; Disputes; Collections

5.1 Invalid Chargeback Responsibility. If Client initiates a chargeback, dispute, or payment reversal that is later determined to be invalid, fraudulent, improper, or inconsistent with this Agreement, Client agrees to promptly reimburse the Company for the full reversed amount plus all chargeback/dispute fees assessed by the processor.

5.2 Collections & Legal Fees. If unpaid balances require third-party collection or legal action, Client is responsible for reasonable attorney fees, court costs, filing fees, collection fees, and other amounts permitted by law. These may be added to the outstanding balance.

6. Cancellation, Rescheduling, No-Show, Lockout, and Access Failure

6.1 Business Hours Notice Rule. A minimum 24 hours’ notice is required to cancel or reschedule without penalty. Notice must be received during business hours (8:00 AM–8:00 PM local). Messages received after hours are deemed received the next business day at 8:00 AM.

6.2 Less Than 24-Hour Cancellation Fee. Cancellations within 24 hours are subject to a cancellation fee equal to 50% of the scheduled service total. 

6.3 Same Day Cancellation Fee. Cancellations made on the day of service when business hours open is subject to a fee of 100% of the scheduled service total.

6.4 No-Show / Lockout / Inaccessible Property. If the team arrives and cannot access the property due to missing/incorrect code, lockbox issue, alarm issue, gate access issue, denial of entry, or similar access failure, Client authorizes a fee of 100% of the scheduled service total plus a $50 trip fee.

6.5 Deposit + Cancellation Fee Rule (Cumulative). If a cancellation or rescheduling occurs within a penalty window, Client acknowledges the deposit is retained and the applicable cancellation/rescheduling fee is separately assessed and applied; the deposit is not a credit toward future services.

6.6 Rescheduling Fees (Less than 24 Hours). Rescheduling within 24 hours is subject to:

•  Up to 2,400 sq ft → $79 flat
• 2,401+ sq ft → $119 flat

6.7 Same-Day / Day-Of Rescheduling. Any request to reschedule made on the day of service when business hours open, including but not limited to guest delays, access issues, or owner-initiated changes, shall be treated as a same-day reschedule and is subject to a fee of 40% of the scheduled service total, regardless of whether the service has commenced.

6.8 Fee Priority; No Double Penalty. If more than one cancellation/rescheduling rule could apply to the same missed appointment, the Company will apply the highest applicable single fee unless a clause explicitly states fees are cumulative (e.g., deposit retention plus cancellation fee under 6.4).

6.9 Verified Emergencies. In verified emergencies (e.g., illness/injury), fees may be adjusted at management’s reasonable discretion. Repeated late changes may result in loss of recurring booking privileges or discounts.

6.9 Same-Day Scheduling Request Fee. Any request to schedule on the day of service when business hours open is subject to a fee additional fee of $35.

7. Holiday Service Surcharge

A 45% holiday surcharge applies to services performed on recognized or observed holidays, including the day before/after when staffing demand is elevated. Holidays include: New Year’s Day, Easter, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, and other federally recognized or locally observed holidays.

8. Extended Labor; Condition-Based Charges; After-Hours Rates

8.1 Estimates Are Not Guarantees. All service durations and arrival windows are good-faith estimates only and not guarantees. All pricing provided for first-time, initial or recurring services is an estimate only, based on information provided by the Client and observable conditions at the time of booking. Final pricing may be adjusted upon completion of the service if actual conditions, time, labor, or scope materially differ from the estimate. Client authorizes PristineCleanCo. to charge the final adjusted amount in accordance with this Agreement. Estimated price includes up to hours estimated in booking confirmation email of service based on standard conditions. Additional labor hours beyond this time will be billed per the service agreement.

8.2 Extended Labor Authorization (Per Hour/Per Team). When property condition, undisclosed scope, clutter, access delays, or workload requires time beyond the quoted scope, Client authorizes extended labor charges, billed in 1-hour increments per cleaner (rounded up), at:

• Mild: $85/hr per Team
• Moderate: $95/hr per Team
• Heavy: $125/hr per Team
• Extreme: $150/hr per Team

PristineCleanCo. calculates estimates using the service type The Client purchases, the property size, and condition based on the information provided by The Client. That price includes a set amount of labor time. If the property takes longer due to condition or undisclosed factors, extended labor is billed hourly at the condition-based rate plus any additional services needing performed to bring areas to PristineCleanCo standards. Team size and arrival times may vary.

8.3 After-Hours (Past 8:00 PM). If service continues beyond 8:00 PM due to condition, scope, access delays, Client requests, safety, or operational necessity, Client authorizes after-hours rates billed in 1-hour increments per cleaner (rounded up):

• 8:01 PM–10:00 PM: $150/hr per Team
• After 10:00 PM: $200/hr perTeam
  Applicable Rate Rule: The higher of the after-hours rate or the condition tier applies for those hours.

8.4 No Guarantee of Completion After Hours. The Company may pause/reschedule/discontinue service once 8PM is in effect; work completed remains billable.

8.5 Condition-Based Charges (Flat Fees). The Company may assess additional condition-based charges when conditions exceed standard or deep-clean scope (examples: heavy pet hair, grease buildup, hazardous debris, party cleanup, etc.). These charges are assessed based on time/risk/material impact and may be supported by photo documentation. Client gives full authorization to perform services additional to the quoted service in order to meet company standards. Extended labour hours are applied in additional to any additional services needing performed that exceed the quoted service. Client acknowledges that pricing is based on the condition of the property as represented prior to service. If the property is found to have mild, moderate, heavy, or extreme buildup, neglect, or conditions requiring additional time, labor, materials, or specialized cleaning methods, the service may exceed the scope of a standard or quoted deep clean.

Client agrees that additional charges may apply, including but not limited to extended labor hours, condition-based surcharges, or restoration-level cleaning, and that such charges are not subject to discounts or promotions applied to the base service.

Client understands that cleaning results may be limited by factors including permanent staining, surface damage, wear, or long-term neglect, and releases the service provider from responsibility for conditions that cannot be improved through professional cleaning alone.

By authorizing service, Client waives the right to dispute charges resulting from extended labor or condition-based adjustments that were necessary to complete the service to a professional standard.

8.6 Separate, Non-Duplicative Charges. Client agrees that:

• Condition-based charges compensate for materials/risk/setup and special handling; and
• Extended labor/after-hours charges compensate for additional time.
  When both occur, both may apply and are not considered duplicate billing.

9. Access, Utilities, and Property Readiness

9.1 Utilities Required. Client must provide safe access to power, water, and climate control. Failure may result in refusal or additional charges ($100–$200) based on impact.

9.2 Hazardous Conditions. Urine/feces, mold, pests, biohazards, or other hazards may result in refusal and a $100 trip fee. If management approves work in hazardous conditions, an additional $160–$350 hazardous-service fee may apply.

10. Pre-Arrival Guide; Client Preparation Duties

Client agrees to follow the Pre-Arrival requirements, including clearing surfaces, providing access codes, securing pets, and ensuring rooms are accessible. Excess clutter may cause skipped areas without refund.

Walkthrough Request: If Client is present, a brief walkthrough is requested at arrival to confirm areas and avoid zones.

11. Satisfaction / Re-Clean Policy (No Refunds)

11.1 No Refunds. Refunds are not provided after services are rendered.

11.2 Claim Window. Client must notify the Company within 24 hours of completion with clear photo/video evidence.

11.3 Approved Remedy. If a valid claim is approved, Company will provide a one-time re-clean of specifically affected areas only. Re-cleans must be scheduled within 48 hours of approval, subject to availability, and the property must remain in the same condition as at completion.

11.4 Non-Qualifying Claims. Includes stains, grout discoloration, mineral buildup, mold/rust, wear-and-tear, post-service dirt/traffic, clutter-blocked areas, unrealistic expectations, or issues outside scope.

12. Liability; Damage; Valuables; Specialty Surfaces

12.1 Pre-Existing Damage. Company is not responsible for pre-existing damage, unstable fixtures, or wear-and-tear revealed during normal cleaning.

12.2 Specialty Surfaces. If Client requires specialty products (marble, natural stone, brass, etc.), Client must provide them prior to service; otherwise Company may use standard professional products and Client assumes associated risks.

12.3 Valuables. Company is not responsible for lost/misplaced valuables. Client must secure cash, jewelry, electronics, medications, firearms, and important documents.

12.4 Photos/Documentation. Company may take before/after photos for documentation, quality control, and liability protection.

13. Non-Solicitation & Confidentiality

Client agrees not to solicit, hire, or engage Company staff/contractors for private work outside the Company for twenty-four (24) months after services. Client agrees $2,000 is a reasonable estimate of damages and not a penalty.

14. Reviews & Communications

14.1 Good-Faith Resolution. Client agrees to contact management first to allow investigation and resolution.

14.2 No Restriction on Honest Reviews. Nothing in this Agreement restricts lawful, honest consumer opinions. However, knowingly false or fabricated statements may give rise to remedies under applicable law.

15. Short-Term Rental (STR) Addendum

If Client uses services for Airbnb/VRBO/STR turnover operations, the STR-specific fees, readiness rules, checkout delay/standby time, linen requirements, inventory/restocking, and related charges disclosed in the Company’s STR pricing schedule or Booking Confirmation apply and are incorporated by reference. If STR terms conflict with general terms, STR terms control for STR services.

16. Company Right to Reschedule / Refuse Service / Pre-Arrival Preparation

Company may cancel, pause, or reschedule when reasonably necessary to protect staff safety, service quality, or operational integrity (e.g., hazards, inaccurate booking details, access denial, staffing emergencies, equipment failure). If rescheduling is due to Client actions or property conditions, applicable fees may apply. Client agrees to follow all pre-arrival instructions and preparation guidelines provided prior to the scheduled service. Failure to comply with these instructions (including, but not limited to, lack of access, unsecured pets, excessive clutter, utilities not available, or restricted work areas) may prevent the cleaning team from performing services in the affected areas.

In such cases, the cleaning team reserves the right to skip any impacted areas at their discretion. No refunds, discounts, or re-cleans will be issued for skipped areas resulting from noncompliance with pre-arrival requirements.

If service cannot be completed as scheduled due to failure to follow pre-arrival guidelines, the Client agrees to pay:

• A Rescheduling Fee depending on square footage

• A $60 trip fee, plus

• An additional service charge ranging from $89–$300, depending on the number and type of areas the Client is requesting to be serviced or rescheduled.

By signing this agreement, the Client acknowledges and accepts responsibility for ensuring the home is ready for service and understands that all applicable fees will apply.

17. Policy Updates; Notice

Company may update policies from time to time. Material changes will be provided by email/text/phone/mail. Continued booking after notice constitutes acceptance.

18. Entire Agreement; Severability; Governing Law

This Agreement and the Booking Confirmation constitute the entire agreement. If any provision is unenforceable, the remainder remains effective. Governing law is the State of Indiana.

19. Incorporation of Exhibits

The following exhibits are attached to and incorporated into this Service Agreement by reference as if fully set forth herein. In the event of a conflict, the terms of this Service Agreement shall control unless the applicable Exhibit expressly states otherwise. Each Exhibit may be executed electronically or acknowledged through booking, payment, or continued service.

EXHIBIT A

SHORT-TERM RENTAL (STR) SERVICE ADDENDUM

(Airbnb / VRBO / Furnished Rental Turnover Services)

This Short-Term Rental Service Addendum (“STR Addendum”) is incorporated into and governed by the PristineCleanCo. Service Agreement (“Master Agreement”). In the event of a conflict, this STR Addendum controls only for STR services.

1. STR Services & Scheduling

1.1 STR services are time-sensitive and scheduled based on the earliest availability following guest checkout. Arrival times are estimates only and not guarantees.

1.2 PristineCleanCo. is not responsible for delays caused by guest checkout issues, access denial, property condition, or undisclosed scope.

1.3 Client is responsible for ensuring that all guests, occupants, or invitees comply with PristineCleanCo.’s guest checkout requirements.

2. Guest Checkout Delay & Standby Fees

If guests fail to vacate by the scheduled checkout time and cleaners must wait, stage nearby, or return later, Client authorizes:

• $50 per hour per cleaner (standby or waiting time)
• Billed in 1-hour increments (rounded up)

If delays cause:

• after-hours work → after-hours rates apply
• job overlap or rescheduling → rescheduling fees apply
• extended labor → extended labor rates apply

Client accepts full responsibility for guest-caused delays.

3. Same-Day Turnover Fees

Applied when STR cleaning is required same-day:

• 1–3 Beds / 1–2 Baths: $50
• 4–5 Beds / 1–4 Baths: $85
• 6+ Beds / 4+ Baths: $115+ 

5. Property Condition & Heavy Clean Fee

STR turnovers assume mild condition. Excessive mess for which includ but are not limited to excessive dishes, excessive trash, results in:

• Heavy Clean Fee: $55–$120
• Extended labor billed separately if required

Guest damages are documented but remain Client’s responsibility.

6. Linen & Inventory Standards

Client must maintain:

• 3 full linen sets per bed
• 2 towel sets per guest capacity

Failure to meet linen standards may result in service delays or additional charges.

7. Long-Stay Cleaning Fee (6+ Nights)

A $80–$300 fee applies based on size and bed count.

8. Inventory & Restocking

Restocking is available upon request. Supplies must be:

• Provided by Client or
• Purchased by PristineCleanCo. and reimbursed

9. STR Acknowledgment

Client acknowledges STR services are variable, guest-dependent, and subject to additional charges due to guest behavior, delays, or condition variance.

EXHIBIT B

HOT TUB CLEANING & MAINTENANCE WAIVER

This Hot Tub Waiver (“Waiver”) is incorporated into the Master Agreement.

1. Scope of Services

Services may include:

• Chemical balancing
• Debris removal
• Drain/refill
• Jet purge
• Filter cleaning/replacement
• Photo documentation

Services are maintenance-only and not mechanical repair.

2. Chemical Exposure & Assumption of Risk

Client acknowledges:

• Chemical sanitizers are required
• Water chemistry may fluctuate due to guest use, weather, or equipment
• PristineCleanCo. is not responsible for guest reactions or misuse

3. Pre-Existing Conditions

PristineCleanCo. is not liable for:

• Cracks, leaks, worn components
• Faulty heaters, pumps, electrical systems
• Old or damaged covers, filters, or jets

4. Client Misuse

No liability for damage caused by:

• Guest misuse
• Glassware
• Oils, lotions, alcohol
• Missing covers or tampering

5. Access & Utilities

Client must provide:

• Safe access
• Functional water/electrical supply
• Clear workspace

Missed access may result in a service fee.

6. Weather & Temperature Limitations

Extreme weather may impact service quality or timing.

7. Liability Release

To the fullest extent permitted by law, Client releases PristineCleanCo. from claims related to:

• Chemical exposure
• Slip/fall incidents
• Water clarity duration
• Equipment failure
• Damages
• Guest misuse

Liability shall not exceed the cost of the service performed.

EXHIBIT C

TOWEL & BED LINEN RENTAL PROGRAM AGREEMENT

This Agreement governs optional linen rental services and is incorporated into the Master Agreement.

1. Ownership & Use

All rental linens remain exclusive property of PristineCleanCo.
Linens may not be removed, transferred, or stored off-site.

2. Professional Rotation

Linens are professionally laundered, inspected, rotated, and replaced per Company standards.

3. Pricing & Minimums

Pricing and minimums are outlined in the approved quote or pricing schedule and apply per turnover regardless of usage level.

4. Loss, Damage & Replacement

Client authorizes charges for:

• Missing or stolen linens
• Permanent stains, bleach damage, burns, tears
• Biohazard contamination or pet damage

Replacement charged at current replacement cost plus handling.

5. Program Changes

Client may discontinue with written notice. Outstanding fees remain due.

6. Authorization to Charge

Client authorizes automatic billing for rental fees, replacements, losses, and damages.

EXHIBIT D

POWER WASHING, GARAGE CLEANING & CARPET RESTORATION WAIVER

This Exhibit applies to specialty services and is incorporated into the Master Agreement.

1. Scope & Limitations

Services are surface-level cleaning only. Results depend on condition, material age, and exposure.

2. No Restoration Guarantee

PristineCleanCo. does not guarantee:

• Full stain removal
• Odor elimination
• Color restoration
• Structural repair

3. Pre-Existing Damage Disclosure

Service may reveal:

• Cracks, peeling paint, etching
• Worn sealant
• Fading or discoloration

Client accepts risk of exposure of existing defects.

4. Carpet & Upholstery

Carpet restoration improves condition only. Severe staining, pet damage, or odors may not be fully removable.

5. Safety & Access

Client must provide safe access and clear work areas. Unsafe conditions may result in refusal or rescheduling.

6. Liability Limitation

Liability is limited to the cost of the service performed, except for gross negligence or willful misconduct.

SIGNATURE ACKNOWLEDGMENT, AUTHORIZATION & BINDING EFFECT

By signing below, clicking “I Agree,” submitting payment, booking services, authorizing scheduling, or otherwise permitting Pristine Clean Indy LLC d/b/a Pristine Clean Co.  (“PristineCleanCo.” or “Company”)to perform services, Client expressly acknowledges, represents, and agrees as follows:

1. Full Review & Understanding. Client confirms that they have received, reviewed, and fully understand this Service Agreement, including all Terms & Conditions, Policies, Liability Waivers, pricing structures, fee schedules, and all incorporated Exhibits (including any STR, specialty service, linen rental, or waiver addenda).
2. Opportunity to Ask Questions. Client acknowledges having had a reasonable opportunity to ask questions, seek clarification, or request modifications prior to execution and affirms that no unanswered questions remain.
3. Authority to Bind. Client represents and warrants that they are the legal property owner, authorized tenant, property manager, or otherwise have full legal authority to authorize services at the service address and to bind all responsible parties to this Agreement.
4. Affirmative Authorization to Charge. Client expressly authorizes PristineCleanCo. to store and charge the payment method on file in accordance with this Agreement, including for deposits, services performed, additional services, extended labor, condition-based charges, after-hours work, guest-related delays, cancellations, fees, losses, damages, and post-service adjustments as permitted herein.
5. Acknowledgment of Service Standards. The Client acknowledges that services are performed in accordance with PristineCleanCo’s established service standards and applicable scope of work, and that results may vary based on property condition, access, and prior maintenance.
6. Acceptance of Risk Allocation & Limitations. Client knowingly accepts the risk allocations, limitations of liability, waivers, disclaimers, and responsibility assignments set forth in this Agreement as material and essential terms of the service relationship. 
7. No Reliance on Oral Statements. Client affirms that they are not relying on any verbal statements, representations, promises, or understandings not expressly set forth in this written Agreement and its incorporated Exhibits.
8. Estimated Pricing & Service Duration. Quoted prices and service durations are estimates only and do not constitute a fixed or guaranteed rate. Final charges are calculated based on actual service time and the condition of the property at completion. If the property requires labor beyond the estimated duration due to condition, neglect, or unreported factors, additional labor charges will apply.
9. Electronic Signature & Conduct Acceptance. Client agrees that this Agreement may be executed electronically and that electronic signature, payment submission, booking confirmation, continued scheduling, or allowing service to proceed constitutes valid acceptance with the same legal force as a handwritten signature.
10. Binding & Enforceable Agreement. Client agrees that this Agreement is binding, enforceable, and effective upon execution or acceptance by conduct, and that it governs all current and future services unless superseded in writing by PristineCleanCo.