Primal Cleaning - Our Service Policy

 At Primal Cleaning, we are dedicated to providing a premier, reliable cleaning service for your home. Our policies are designed to ensure fairness for both our clients and our dedicated cleaning teams. We thank you for your understanding and cooperation. 

We understand that schedules can change. If you need to cancel or reschedule your cleaning appointment, we kindly request that you provide us with as much notice as possible.

• Required Notice: To avoid any fees, we require a minimum of 48 hours' notice for any cancellation or rescheduling of your appointment.
• Method of Cancellation: Please notify us of any changes by calling us at +1 (888) 541-5253 or by sending an email to contact@primalvhcleaning.com . Please note that we can only confirm a cancellation during our business hours.
• Late Cancellation Fee: Cancellations made with less than 48 hours' notice but more than 24 hours' notice will be subject to a fee equal to 50% of your scheduled service cost. This fee compensates our teams for the time they had reserved for your home.
• Same-Day Cancellation / Lock-Out Fee: If you cancel on the same day as your service, or if our team is unable to access your home upon arrival (e.g., a lock-out), a fee equal to 100% of your scheduled service cost will be charged. This is necessary as we have no opportunity to re-book our team with another client.

Your satisfaction is our highest priority. We pride ourselves on the quality of our work, but if you are not completely satisfied with a specific area of our service, we want to make it right.

• How to Report an Issue: Please contact us within 24 hours of your completed service by phone or email. Please provide details and, if possible, photos of the area of concern. We cannot honor requests for a re-clean that are reported more than 24 hours after the service was completed.
• Our Solution (The "Re-Clean"): After reviewing your concerns, we will gladly send a team back to your home to re-clean the specific area(s) in question at no additional cost to you. Our goal is to ensure you are completely satisfied with the results.
• Refund Eligibility: Please note that we do not offer cash refunds. Our commitment is to correct any issues and provide the high-quality cleaning you expect through our re-clean guarantee. This guarantee is valid only for the services included in your original booking.

Our teams are trained to treat your home and belongings with the utmost care and respect. Primal Cleaning is fully licensed and insured.

• In the rare event of accidental damage or breakage, our team is instructed to document it immediately and report it to our office. We will then contact you to discuss the incident and find a fair resolution.
• If you notice any damage after our team has left, please notify us within 24 hours of your appointment.

We appreciate you choosing Primal Cleaning and look forward to providing you with an exceptional cleaning experience.