Terms and Conditions
Thank you for choosing The Prime Clean!
We are pleased that you have selected us as your residential and/or commercial cleaning service provider.
Use this page as a reference for questions about your service and the terms and conditions of service that govern the service(s) you have purchased from us. These Terms and Conditions (“T&Cs”) contain important information about your relationship with us, including service policies, quality commitments, and guidelines to ensure your satisfaction with our cleaning services.
By accepting these T&Cs, you agree, on your behalf, that anyone residing in your residence or providing services in your commercial establishment, benefiting from our services, will be bound by these provisions. Accepting these T&Cs means that you also agree to our Privacy Policy, located at theprimeclean.com/privacy-policy, which may be updated from time to time. Our Privacy Policy describes the information we collect, how this information may be used and shared, and the choices you have regarding certain uses of the information.
If you have any questions or concerns about our privacy policy, please contact us. The Prime Clean is committed to ensuring the quality of our cleaning services. If for any reason you are not satisfied with the cleaning performed, please contact us immediately so we can resolve the issue in accordance with our customer satisfaction guarantee policies.
These Terms and Conditions apply to all cleaning services provided by The Prime Clean, for both residences and commercial establishments, and are subject to change without notice. We recommend that you regularly review these terms to ensure you are aware of any updates or changes. If you have any questions about these terms, please contact us for further clarification. Thank you for choosing The Prime Clean for your residential and/or commercial cleaning needs. We look forward to providing exceptional services and ensuring your total satisfaction.
General Information About These Terms
Parties involved in the agreement
These T&Cs are an agreement between you on your behalf, anyone who resides in your residence or provides services in your commercial establishment, and anyone who benefits from our cleaning services, and us, Prime Clean Co LLC and our contractors (“we”, “us”, “our”, “cleaner”, or “The Prime Clean”). HOW TO ACCEPT THESE T&CS You accept these T&Cs by taking any of the following actions:
- Providing us with a signature or written or electronic confirmation, or informing us orally that you accept;
- Scheduling, using, or paying for the cleaning services; or
- Authorizing the start of the cleaning services. If you do not wish to accept these T&Cs, please inform us before the start of the cleaning services.
By accepting, you are informing us that you are of legal age (or are legally emancipated or have reached the age of majority as defined in your jurisdiction) and that you can enter into a contract. If you accept on behalf of an organization, you are informing us that you are authorized to bind that organization, and references to “you” in these T&Cs may mean the organization.
Other Applicable Terms
By purchasing our services, in addition to these T&Cs, the following are included: the conditions and prices offered in the estimate provided to you, our business policies and practices as published on the web and/or provided to you (and changed by us); terms and conditions for any additional services you select; and provisions linked to these T&Cs. You should be aware that our Privacy Policy, located at theprimeclean.com/privacy-policy, applies to the use of our cleaning services and use of the website.
Duration of These Terms and Conditions
As a leader in cleaning services, we do not restrict our customers with long-term service contracts. You are free to cancel at any time, although we would be disappointed if you chose to do so. You are responsible for all Charges incurred up to the end or resulting from the period of your Service, including Charges covering periods when the cleaning service is suspended for non-payment. In most cases, this will occur at the close of the current billing cycle. Cancellation may also affect other services billed through The Prime Clean and any subscriptions you may have through us.
Notifications
You can contact us at www.theprimeclean.com, by calling or sending a message to (619) 665 5200 or writing to: [email protected]. We may send you notices by mail, phone, or electronic means using the account information in our records. Electronic notices are considered delivered when sent. Mail notices are considered delivered 3 days after sending. If you wish to change your contact information, please contact us. To initiate any legal process, you must only contact us by phone or email.
Change or Termination of Services
We may change, limit, suspend, or terminate your Services or this Agreement at any time, including if you engage in any of the prohibited uses described in these T&Cs, or if we can no longer serve demand in your service area. Under certain limited circumstances, we may also refuse to provide services at your residence or commercial establishment. If the change in your Cleaning Plan has a materially adverse effect on you, we will notify you of the change in advance. If we do not have a negative report from you, you will agree to any change by continuing to use the services after the effective date of the change. We may change or delete certain types of services or additional offerings at our sole discretion.
Consent to be Contacted
We may contact you for free, through any phone number assigned to your account, for any purpose, including communication about cleaning services, promotions, and other matters related to your contract with us, and in any manner permitted by law.
You also expressly agree to be contacted by The Prime Clean or our agents for any purpose, including billing, service scheduling, and communications related to your contract, at any postal address, phone number, or any other electronic address where you may be contacted.
You agree that The Prime Clean or our agents may contact you in any way, including pre-recorded artificial voice or automatic telephone dialing system. You agree to notify us immediately if you can no longer be contacted by a contact number you have provided to us.
You declare that you have obtained the consent of any other users in your residence or commercial establishment to be contacted by us as described in this Section. You agree that all consents provided in this Section will survive the cancellation of cleaning services and your account.
Applicable Law to these T&Cs
These Terms and Conditions are governed by the state law of California, United States of America, regardless of the legal rules conflicts of that state. Any legal proceedings related must take place in San Diego County, California, United States of America.
Warranty
We offer a 100% satisfaction guarantee within 24 hours for our cleaning services. If, for any reason, you are not satisfied with the quality of the service provided, please contact us within 24 hours after the completion of the cleaning, and we will arrange a new visit to correct any areas that did not meet your expectations, at no additional cost.
This guarantee is only valid for cleaning services performed by The Prime Clean and is subject to these terms and conditions.
The Prime Clean has up to one week to make the necessary corrections. If you do not contact within the stipulated period, you will lose the right to the correction service. It is extremely important that you are present on the day of the cleaning to check along with the cleaner. Thus, we avoid future corrections.
Services, products, or materials, including equipment and cleaning products, provided by third parties may work differently from the services offered by us or may not work at all. Review all the terms and conditions of these third-party products.
By using these products, we are not responsible for the quality or effectiveness of the cleaning results. We cannot guarantee that our cleaning services will be completely error-free or uninterrupted, and we do not authorize anyone to offer any guarantees on our behalf.
This does not deprive you of any warranty rights you may have against anyone else. We are not responsible for any damages, delays, interruptions, or other performance failures resulting from:
(a) deficiencies or problems with equipment or cleaning materials provided by third parties;
(b) unforeseen events, such as accidents or natural disasters, that may affect the execution of cleaning services;
(c) failures in the delivery or access to cleaning services;
(d) other circumstances beyond our control, including acts of force majeure, riots, strikes, war, terrorism, or government orders or acts.
Limitations of Liability
There are limitations of liability. We agree to limit claims for damages or other monetary compensation between us to actual direct damages, regardless of the theory of liability. We are not responsible for problems caused by unforeseen events, such as accidents or natural disasters, or for any criminal activities of third parties not related to The Prime Clean.
You also agree that all claims must be presented within 24 hours from the date the service was performed. The Prime Clean is not responsible for pre-existing damages or resulting from conditions not reported by the customer.
The company reserves the right to refuse services under conditions considered dangerous for its employees.
The Prime Clean is not responsible for the quality or content of services or products from third parties that may be used or recommended in conjunction with our cleaning services.
Chemicals
In the process of providing cleaning services by The Prime Clean, it is your responsibility to provide specific cleaning products if you wish to use them during cleaning.
If there is a preference for specific cleaning products or restrictions due to allergies or other reasons, we ask that you inform us in advance. If you do not notify us, it means that our team is authorized to use our cleaning products. We are committed to using high-standard products that guarantee effective and satisfactory results.
We understand the importance of meeting your individual preferences and needs during our cleaning services. Therefore, we ask for your cooperation in communicating any specific instructions related to the cleaning products you want to use in your residence or commercial establishment.
Photos
Cleaners may need to take photos for quality control (before and after service photos).
This is simply a procedure and is intended for internal use only, so we can verify the service and see the conditions of the house before starting, as well as the cleaning results once the cleaning is over.
Cleaners have agreed in writing that these photos are exclusively sent to The Prime Clean company, and they do not have any rights over them.
Supervisory Visit
For quality assurance purposes, one of our local supervisors may conduct an inspection of the cleaning service on the day of the schedule. Only for you, prior notification will be provided informing the full name of the Supervisor. We may use a communication code for your safety.
Service Schedule
The Prime Clean and you understand that some cleanings may extend beyond the estimated time, due to dirt accumulation, causing delays in subsequent services. Therefore, it is not possible for The Prime Clean to commit to exact arrival times.
Direct Employment
Professional cleaners working for The Prime Clean have agreed in writing that they or their family and friends will not accept direct employment from any Client of The Prime Clean, except for the payment of the termination fee (see next item).
This agreement is in full force and effect for the period in which professional cleaners are employed by The Prime Clean and for a period of two years after the termination of the contract with The Prime Clean.
Therefore, we respectfully ask that you do not request or hire directly the service of any professional cleaner, except through The Prime Clean. If you prefer to hire a current or former cleaner or a request is made, a referral fee of US$ 2,000.00 will be charged.
Once the referral fee is paid, The Prime Clean will no longer be responsible for managing the professional cleaner, including, but not limited to, liability protection, information security, scheduling, government taxes, quality of services, and any other day-to-day act.
Pets on-site
You agree that the presence of pets on-site during cleaning may pose a safety risk due to the chemicals used by cleaners.
To ensure the safety of animals, you are responsible for removing them from the site during the cleaning period, i.e., kept in separate and safe areas where there is no access to cleaning products. This will help prevent possible harm to the animals’ health and ensure a safe environment for all involved.
If you choose to keep the animal on-site during cleaning, you assume full responsibility for any damage that may be caused to the animal due to cleaning products or other activities carried out during the cleaning service.
We strongly recommend that animals be removed from the site during cleaning to ensure their safety and well-being.
Service andPayment information
Payment options
For your convenience, The Prime Clean offers as payment methods for the cleaning services provided: credit card, debit card, cash, bank transfer, and check.
For the bank transfer option, please contact us to obtain the necessary bank details and the check option is subject to approval and bank clearance.
It is important to note that payment options may vary according to the cleaning service plan contracted. For more information on the available payment options for your specific plan, please contact us by phone (619) 665 5200 or email ([email protected]).
Charges for Using the Services
You agree to pay all the charges we assess and bill you for, including charges that cover periods when The Prime Clean services are suspended due to non-payment, or charges that were accepted or processed through all the payment methods on your account, even during service suspension.
You agree to provide us with accurate and complete billing and tax information and to report all changes within 30 days of the change. Charges may be one-time or recurring. The amount and frequency of charges will be disclosed at the time of purchasing our services. If selected, the charges will become part of the amount due immediately after the completion of each service.
Additional service charges: You may have to pay more for additional services not included in your regular cleaning plan, for example. This means that additional services such as internal fridge cleaning, internal cabinet cleaning, window cleaning, or any other services not listed in the contracted cleaning plan will also be charged. This is valid for all cleaning service plans.
You agree not to directly request additional services from the cleaners. For each additional service, there is a price to be paid. Therefore, the cleaner is not authorized to perform these services. Moreover, The Prime Clean is not directly or indirectly responsible for any damages caused through services that were directly requested from the cleaner. If you have any questions about the prices for additional services, we request you to contact us.
Usage: The use of cleaning time is measured from the moment the cleaning crew enters the site to be cleaned until the completion of the service, with the crew’s departure. Depending on your cleaning plan, the amount of time needed may vary. You may be charged for more than one cleaning visit when using certain features, resulting in multiple scheduled visits.
For some cleaning plans, you will be charged for the reserved time, regardless of the complete use of that time, i.e., the charge will be related to an average estimated time. If the house is not found in “average” conditions and takes more than 1 extra hour to clean, The Prime Clean reserves the right to charge for the extra time spent. Before such a charge, you will be notified.
Our crew is instructed to follow the requirements for the cleaning they are performing. If you wish to request additional services, please contact our office with at least one business day’s notice so that we can schedule the additional tasks.
Changes in scheduling may result in rate adjustments. You are aware that if the professional cleaners are subject to distractions that affect our ability to work, we reserve the right to charge for the extra time spent at home. Distractions include pets, third parties, or service providers interfering with the professional domestic cleaning tasks.
The Prime Clean provides cleaning services, and no other tasks may be requested from us. Thus, cleaners are not authorized to receive packages, care for underage children, answer the doorbell, repair objects, or perform any other tasks outside our scopes. Therefore, the company is not responsible for extra activities agreed upon between you and the cleaner.
Taxes: You agree to pay all taxes and fees imposed by governments or governmental entities. We may not provide advance notice about changes in these charges. To determine taxes and fees, we use the service address provided by you. If tax laws require the use of a different address, we use the best information available to determine the correct address.
Unless otherwise provided by law, if you dispute the tax or fee applied to your invoice, you must request a refund of the disputed tax or fee within 60 days from the date of our invoice containing such tax or fee
Other fees: We may charge additional fees for extra services or changes to the contracted services. We will inform you if any of these fees apply to your requested transaction.
Default and Late Fees
You are responsible for all charges incurred until the end or resulting from your cleaning service period, including charges covering periods when service is suspended due to non-payment. If you do not pay on time, we may charge a late fee of up to the highest amount permitted by law.
We may also charge a returned payment fee at the highest amount allowed by law. We may restrict your payment methods to cashier’s check, money order, or other secure payment forms at any time and for a good reason. If your account is not paid or not in good standing, your cleaning service may be suspended or terminated.
Credit Check
We do not perform credit checks for many of our services. However, not conducting a credit check does not mean we will not report to credit agencies. In the case of late payments, missed payments, or other defaults on your account, we may report these incidents to credit agencies. These events may affect your credit rating and be reflected in your credit report.
Payment in Advance
You may be required to make a pre-payment for your chosen service plan. We reserve the right to apply these pre-payments in any order to amounts due on your account. This pre-payment is refundable in full if it conforms to our cancellation policy and will be credited to your account.
The remaining amount will be charged after service completion, according to the agreed terms. The pre-payment is a guarantee of commitment and will be deducted from the final total due.
Service Interruption
In case of service interruption by the client, whether for personal reasons, emergencies, or any other reason, the amounts due will be calculated according to the number of hours worked by our cleaners.
The total time dedicated to the service will be multiplied by the number of cleaners assigned to perform the work. This ensures a fair and proportional charge to the effort and time invested by our professionals.
For locations where services are charged at a fixed amount previously agreed upon, The Prime Clean will have the liberty to calculate the amount believed to be due, considering the activities performed up until the service interruption.
This calculation will be added to the cancellation fee stated in these T&Cs.
Reservation and Cancellation
To ensure the availability of our cleaning services, we request that you make your reservations in advance. Same-day bookings are subject to availability.
The Prime Clean understands that unforeseen events happen and, therefore, accepts cancellations with a minimum of 24 hours notice before the scheduled cleaning date.
Cancellations made with less than 24 hours notice may be subject to a cancellation fee. This cancellation fee is calculated based on the value corresponding to 1 hour of the chosen cleaning plan to be rescheduled.
This fee is applied to compensate for operational costs and the time reserved for the cleaning team.
You agree that if the house conditions are not suitable for the cleaning service, i.e., disorder, accumulation, rodent or insect situation, danger or animal waste, construction in progress), a cancellation fee may be charged, calculated based on the value corresponding to 1 hour of the chosen cleaning plan or up to 50% of the estimated value if the client decides to fully cancel the service.
Property Information
Access
You must provide safe access to the property for The Prime Clean’s cleaners. If there are access restrictions or additional keys are needed, you must inform the company in advance.
Safety and Conditions
You are responsible for ensuring that the property is safe for the company’s cleaners during the provision of services. You must inform about any health and safety risks present on the property.
If for any reason a cleaner from The Prime Clean feels that their personal safety is in danger enough to leave the job site, due to your actions or those of others at the job site, you will remain responsible for the full cost of the service.
You agree to notify The Prime Clean if any person in the house is suspected of contracting an infectious disease. This notification should be as early as possible but at least 24 hours before the scheduled visit. The Prime Clean reserves the right to cancel cleanings under any circumstance.
Valuable Items
On the scheduled day for cleaning by The Prime Clean, it is your responsibility to remove any valuable items present at the location to be cleaned. This includes items of high monetary, sentimental, or emotional value.
We understand the importance of protecting your personal belongings during the execution of our services. Therefore, it is crucial that you take the necessary precautions to remove valuable objects from the location before the arrival of the cleaning team. The Prime Clean is not responsible for damage, loss, or misplacement of valuable items that have not been removed from the location before the provision of our services. Therefore, we request your cooperation in this matter to ensure the safety and integrity of your personal belongings.
The cleaner is not authorized by The Prime Clean to dust or clean objects of extreme monetary or sentimental value unless you authorize it, and even with your authorization, The Prime Clean is not responsible for any damage resulting.
The Prime Clean does not assume any responsibilities for damages or loss of items that are not properly protected or were previously damaged before the cleaning. (Example: heavy pictures hung on tacks or marks on furniture that were there before we cleaned). In addition, we do not assume any responsibility for damages or losses caused by the Client’s negligence.
If you have any questions or need additional assistance, we request that you contact us through the phone number (619) 665 5200 or email ([email protected]).
Change to Terms
