Last Updated: January 2025
Pure Cleaners ("we," "our," or "the Company") is committed to protecting the privacy and personal information of our customers, website visitors, and business contacts. This Privacy Policy explains what information we collect, how we use it, and your rights with respect to that information.
By using our website at purecleanersmd.com, calling our business, or booking our services, you agree to the terms of this Privacy Policy.
Information You Provide to Us
We collect information that you voluntarily provide when you interact with us, including:
- Contact information: Name, email address, phone number, and home or business address.
- Booking information: Service type, preferred schedule, home size, special instructions, and access information (key codes, lockbox details) provided for the purpose of cleaning your home.
- Payment information: Billing details processed securely through third-party payment processors. We do not store full credit card numbers on our servers.
- Communications: Messages, emails, and notes you send us through our contact forms, by email, or by phone.
- Reviews and feedback: Any reviews, ratings, or testimonials you voluntarily submit.
Information Collected Automatically
When you visit our website, we may automatically collect certain technical information:
- Log data: IP address, browser type, pages visited, time and date of visit, and referring URL.
- Device information: Device type, operating system, and browser version.
- Cookies and tracking data: See our Cookies section below for full details.
We use the information we collect to:
- Schedule, confirm, and deliver cleaning services to you
- Process payments and send invoices
- Communicate with you about your bookings, changes, or special requests
- Send service reminders and appointment confirmations
- Respond to your questions, complaints, and feedback
- Improve our services based on customer feedback and usage patterns
- Send promotional emails and special offers (you may opt out at any time)
- Comply with legal obligations and protect against fraudulent activity
- Conduct internal analytics and business planning
We will only use your personal information for the purposes described above or for purposes consistent with those described at the time we collected the data.
We do not sell, rent, or trade your personal information to third parties for their marketing purposes. We may share your information in the following limited circumstances:
- Service providers: We may share information with trusted third-party vendors who assist us in operating our business (payment processors, scheduling software, email service providers). These parties are bound by confidentiality obligations and may only use your information to perform services on our behalf.
- Legal requirements: We may disclose your information when required by law, court order, or government regulation, or when we believe disclosure is necessary to protect the rights, property, or safety of Pure Cleaners, our customers, or others.
- Business transfers: In the event of a merger, acquisition, or sale of substantially all of our business assets, customer information may be transferred to the acquiring entity.
In all cases, we take appropriate steps to ensure that your information is used responsibly and in accordance with this policy.
We take the security of your personal information seriously. We implement reasonable technical, administrative, and physical safeguards to protect the data we collect from unauthorized access, disclosure, alteration, and destruction.
Payment transactions are processed through secure, encrypted payment gateways and we do not store full credit card numbers. Access codes and sensitive home access information is treated with the highest level of confidentiality and shared only with the specific team assigned to your service.
While we take significant precautions, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security, but we continually work to improve our security practices.
Our website uses cookies and similar tracking technologies to enhance your browsing experience and understand how visitors use our site.
Types of Cookies We Use
- Essential cookies: Required for the website to function properly. These cannot be disabled.
- Analytics cookies: Help us understand how visitors interact with our site (e.g., Google Analytics). Data is aggregated and anonymous.
- Marketing cookies: Used to deliver relevant advertisements and track campaign effectiveness. You may opt out of these.
Managing Cookies
Most web browsers allow you to control cookies through their settings. You can choose to block or delete cookies, though doing so may affect the functionality of certain parts of our website. To opt out of Google Analytics, visit tools.google.com/dlpage/gaoptout.
You have the following rights with respect to your personal information:
- Access: You may request a copy of the personal information we hold about you.
- Correction: You may request that we correct inaccurate or incomplete information.
- Deletion: You may request that we delete your personal information, subject to our legal obligations to retain certain records.
- Opt-out of marketing: You may unsubscribe from our marketing emails at any time by clicking the "unsubscribe" link in any email or contacting us directly.
- Data portability: You may request your data in a structured, machine-readable format.
To exercise any of these rights, contact us at (301) 793-6561 or through our contact page. We will respond within 30 days.
Terms of Service
These Terms of Service ("Terms") govern your use of Pure Cleaners's services. By booking a service with us, you agree to these Terms in full. Please read them carefully.
Cancellation Policy
We understand that schedules change. Our cancellation policy is designed to be fair to both our clients and our cleaning professionals, whose livelihoods depend on their scheduled appointments.
Cancellations must be made at least 48 hours before the scheduled service time. Cancellations made with less than 48 hours notice may be subject to a cancellation fee of up to 50% of the scheduled service cost.
- 48+ hours notice: No charge. We will reschedule at your convenience.
- 24–48 hours notice: A cancellation fee of up to 25% of the service cost may apply.
- Less than 24 hours notice: A cancellation fee of up to 50% of the service cost may apply.
- Same-day cancellations or lockouts: Full service fee may be charged if the team has already traveled to your location.
- Emergencies: We handle genuine emergencies with understanding. Please call us immediately at (301) 793-6561.
To cancel or reschedule, call (301) 793-6561 or send a message through our contact page. Cancellations are not confirmed until you receive a response from our team.
Damage Policy
Pure Cleaners handles your belongings with the utmost care and professionalism. Our team is trained to treat every item in your home as if it were their own. However, accidents can occasionally happen.
- Reporting damage: Any damage must be reported to us within 24 hours of your cleaning appointment. We will not accept damage claims reported after 24 hours.
- Investigation: Upon receiving a damage report, we will promptly investigate and respond within 2 business days.
- Resolution: If damage is confirmed to have occurred during our service, we will work with you to repair or replace the item at our expense, facilitated through our insurance coverage.
- Pre-existing damage: We encourage clients to note any existing damage to fragile or valuable items before the service. We are not responsible for damage to items that were already damaged or in fragile condition prior to our visit.
- Items of extraordinary value: Please secure or remove items of irreplaceable sentimental or extraordinary monetary value before our arrival. We recommend insuring such items separately.
Limitation of Liability
Pure Cleaners's liability to any customer shall be limited to the cost of the cleaning service that caused the damage or issue. We are not liable for indirect, incidental, special, or consequential damages arising from the use of our services.
We are not liable for damage to items caused by improper installation, pre-existing wear and tear, or inherent fragility not disclosed to us prior to service. We are not liable for losses caused by third parties, including subcontractors not employed by Pure Cleaners.
Service Agreement
By booking a service with Pure Cleaners, you agree to the following:
- You authorize Pure Cleaners personnel to enter your property at the scheduled time for the purpose of cleaning.
- You will ensure the property is accessible at the scheduled appointment time. Failure to provide access may result in a lockout fee.
- You will disclose any known hazards, including pets that may pose a risk, locked areas, fragile or valuable items requiring special care, or any other conditions affecting the safety of our team or the performance of the service.
- You acknowledge that our cleaning services are performed according to our standard Pure Precision Checklist™ and any special instructions agreed upon at booking.
- You agree to communicate dissatisfaction promptly (within 24 hours) so that we may remedy any concerns under our Pure Promise.
- Payment is due upon completion of each service. For recurring services, invoices are sent after each visit and are due within 7 days.
- Pure Cleaners reserves the right to decline or discontinue service to any client at our sole discretion, particularly in cases of unsafe conditions, verbal abuse, or violation of these Terms.
Governing Law
These Terms and any disputes arising from them shall be governed by and construed in accordance with the laws of the State of Maryland, without regard to its conflict of law provisions. Any disputes not resolved informally shall be subject to the exclusive jurisdiction of the courts located in Frederick County, Maryland.
Changes to These Policies
Pure Cleaners reserves the right to update this Privacy Policy and Terms of Service at any time. Changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this page periodically. Continued use of our services after changes are posted constitutes your acceptance of the revised terms.
