Terms & Conditions

1. Booking & Confirmation

Bookings may be made through our online booking system or directly with Pristovia Services. A booking is considered confirmed once the customer receives confirmation from Pristovia.

Customers are responsible for providing accurate information regarding the property, including its size, number of bedrooms and bathrooms, condition, selected services, requested extras, access instructions, pets, parking restrictions, and any circumstances that could affect the service.

If the information provided does not reasonably reflect the actual property or scope of work, Pristovia may adjust the service, duration, or price after communicating the change to the customer.

2. Pricing

Prices displayed during online booking are based on the information provided by the customer and the services selected.

Additional charges may apply where the actual condition or scope requires substantially more work than represented at booking, or where additional services are requested.

Applicable taxes, including HST where required, will be added to the service price.

3. Payment & Credit Card Authorization

Customers paying by credit or debit card authorize Pristovia and its payment processor to securely maintain the payment method associated with the booking.

Pristovia may place a temporary authorization hold on the payment method before the scheduled service to verify that sufficient funds are available. The authorization hold is not necessarily the final charge.

Unless otherwise agreed, payment may be processed automatically following completion of the service.

4. Cancellation Policy

Customers may cancel a booking subject to Pristovia’s cancellation policy.

Cancellations made 24 hours or more before the scheduled service will not incur a late-cancellation fee.

Cancellations made less than 24 hours before the scheduled service may be charged a cancellation fee equal to 25% of the scheduled booking amount.

By booking, the customer authorizes Pristovia to charge an applicable cancellation fee to the payment method associated with the booking.

5. Rescheduling

Customers should request schedule changes at least 24 hours before the scheduled appointment.

Rescheduling requests made within 24 hours may be subject to a rescheduling fee in accordance with the policy disclosed during booking. Repeated rescheduling may require a new booking.

6. Access to the Property

The customer is responsible for ensuring that Pristovia’s team can safely and promptly access the property at the scheduled time.

Access may be provided through the customer’s presence, a concierge, lockbox, key, access code, or another agreed method.

If our team cannot access the property after arriving, the appointment may be treated as a late cancellation and the applicable cancellation fee may be charged.

7. Customer Preparation

Customers should remove excessive clutter and secure personal belongings before the cleaning appointment.

Where interior cleaning of refrigerators, ovens, cabinets, cupboards, or similar areas has been booked, customers should remove items where necessary to allow safe and reasonable access.

Pristovia is not responsible for cleaning areas that cannot reasonably or safely be accessed.

8. Cleaning Supplies & Equipment

Pristovia normally provides the standard cleaning products and equipment required for the booked service.

Customers should notify us before the appointment of known allergies, sensitivities, delicate surfaces, or requirements concerning particular cleaning products.

Specialized equipment or services outside the standard scope may result in additional charges.

9. Pets

Customers must disclose the presence of pets when booking. Pets that may interfere with the cleaning or create a safety concern should be secured in an appropriate area while our team is working.

Pristovia is not responsible for pets that escape or are injured because they were not appropriately secured by the customer.

10. Parking

Customers are responsible for providing reasonable parking access where required. Parking fees, permits, or other unavoidable parking expenses associated with providing the service may be added to the booking where disclosed or applicable.

11. Service Scope

Pristovia will perform the service reasonably according to the cleaning package and extras selected by the customer.

Standard Cleaning, Deep Cleaning, Move-In/Move-Out Cleaning, Post-Construction Cleaning and other services may have different inclusions and exclusions. Services or tasks not included in the selected package may require an additional charge.

12. Heavy or Hazardous Conditions

Standard cleaning does not include the handling or removal of hazardous materials, biological waste, bodily fluids, excessive mould, pest infestations, needles, dangerous chemicals, or other conditions that may create an unreasonable health or safety risk.

Pristovia may decline or stop work where conditions are unsafe.

13. Breakage, Damage & Pre-Existing Conditions

Customers should notify Pristovia of particularly fragile, valuable, damaged, improperly installed, or delicate items before cleaning begins.

Pristovia should be notified promptly if a customer believes an item or property was damaged during service. Claims should include photographs and sufficient information for Pristovia to investigate the circumstances.

Pristovia is not responsible for normal wear and tear, pre-existing damage, deterioration, or damage caused by defective or improperly installed items.

14. Satisfaction & Re-Clean Requests

If a customer believes an area included within the booked cleaning scope was missed or not completed to the agreed standard, the customer should contact Pristovia within 24 hours of service completion, preferably with photographs.

Where appropriate, Pristovia may arrange a return visit to address the affected area. A re-clean is intended to correct work within the original booked scope and does not include additional services that were not originally purchased.

15. Recurring Services

Recurring services may be scheduled weekly, bi-weekly, monthly, or at another agreed frequency. Recurring customers are responsible for keeping their payment and access information current.

Unless a separate agreement states otherwise, recurring residential cleaning does not create a fixed-term service contract and may be cancelled subject to the applicable cancellation policy.

16. Move-In & Move-Out Cleaning

Properties should generally be empty or reasonably prepared for the selected service.

Pristovia does not guarantee the return of a rental deposit, the approval of a landlord, property manager, buyer, realtor, or other third party. Any re-clean commitment applies only to items included within the originally purchased scope.

17. Post-Construction & Commercial Work

Post-construction, renovation, commercial and other project-based services may require a separate quote, scope of work, deposit, or written agreement.

Where a separate written quotation or service agreement conflicts with these general Terms & Conditions, the terms of the specific written agreement will govern the applicable project.

18. Photos

Pristovia may photograph areas before and after service for quality-control and documentation purposes.

Any photographs intended for advertising, social media, or promotional use should not intentionally disclose personally identifying information about the customer without appropriate permission.

19. Service Providers

Pristovia may perform services through employees, cleaning teams, or authorized service providers/subcontractors acting on its behalf.

20. Right to Refuse or Discontinue Service

Pristovia reserves the right to refuse, suspend, or discontinue a service where there are unsafe conditions, harassment or abusive conduct, undisclosed hazardous conditions, inability to access the property, or circumstances that make performance of the service unreasonable or unsafe.

21. Changes to These Terms

Pristovia may update these Terms & Conditions periodically. The version applicable to a booking will be the version made available to the customer in connection with that booking, subject to any separately agreed written terms.

22. Contact

Questions regarding a booking or these Terms & Conditions may be directed to:

Pristovia Services

Pristovia Property Services Inc.

Email: info@pristoviaservices.com

Website: pristoviaservices.com