Terms & Conditions

The Purple Services Terms & Conditions

By using this website to book service, you agree to comply with and be bound by these terms & conditions. If you do not agree to these terms & conditions, do not book service with us.

Right to Refuse Service

We reserve the right to deny and/or terminate service due to safety concerns, inappropriate or uncomfortable situations, weapons on premises, severe clutter, and disconnected utilities.

Our employees have the choice to leave if the home is in an extremely unsanitary condition or if they feel unsafe/threatened. If you book a service that is unreasonable, the service providers may refuse service on the spot, and you will be charged the cancellation fee.

Service Fees

Quotes given online or by phone are instant prices based on years of experience, but we may adjust the price based on the actual condition of the house/office/etc. To ensure there are no surprises when we arrive and find that the job will require extra time, we’ll call you to let you know. If we are unable to reach you, the crew will have to leave, and you will be charged a cancellation fee.

(Cancellation/Late fee is $120) *This fee is necessary to compensate the employees for unexpected lost revenue and time travel.

We reserve the right to reevaluate rates and terms of service at any time based on the time it takes to perform our services. The Purple Services will contact the client to discuss price or service revisions.

Payments & Refund Policy

In order to reserve your service date and time, a deposit of $70 will be applied (only applicable to non-commercial services). Payments must be made on the day of service by check, cash, or credit card (for residential services). Commercial service payments must be made by invoice and paid every 15th or 30th of each month, (Date of payment to be determined between customer and The Purple Services.)

We do not offer refunds. We have built our business providing our clients with the best possible service available. However, we realize that we are human, and things will from time to time get missed. Should this happen, email us at ([email protected]) or call us at

(704) 453-4973 within the first 24 hours, and we will rectify the error the same day or the day after, if time doesn’t allow the day of.

Rescheduling & Cancellations Service

Reliability is extremely important because we reserve a time, especially for you. We request that you give us a minimum of 48 hours advance notice if you need to cancel or reschedule for any reason to avoid incurring a $120 cancellation fee.

Breakage/Damage & Loss Policy

While an occurrence is rare, the possibility of breakage or damage is present while we service you. Our providers exercise reasonable care when cleaning your home/office/etc, and we carry insurance for damage or breakage caused by our providers.

We are not liable for damage that is caused by normal wear and tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process. These items include, but are not limited to, the following: Artwork, Collectibles & Family Heirlooms.

These items mentioned above are expensive and impossible to replace. The client should point out such items to us before the service starts. Please advise us how you would like us to handle such items and care for them. Notification must be made within 24 hours of breakage/loss of any personal items to ([email protected]) or to (704) 453-4973.

*Identical replacement is always attempted but not guaranteed.

Service Supplies

We provide the equipment and products needed to thoroughly clean your home. If you require us to use green cleaning products only, please let us know before we start the service.

If you require us to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made, we ask that you have the cleaning chemicals and supplies ready so we can perform our service as efficiently as possible.

Unreachable Areas & Heavy Items

For safety and liability reasons, our employees can’t climb higher than a step stool or work outside of your home. Service providers can’t move objects more than 35 pounds. If you would like service behind heavy objects, please move them prior to service.

Pets

We will gladly work around pets. We ask that indoor activity is limited for service efficiency and safety reasons. If your pet becomes anxious or presents a safety concern, The Purple Services reserves the right to remove its employees from your home/office/etc.

Our employees are instructed not to enter a house/Office/etc if they believe an animal is a threat. Pets may behave differently if a family member is not present. If the removal of our service technician is due to aggressive pets, our cancellation policy will apply.

Add-On Services

Services that are available for an extra charge:

Clean Interior Windows & Sills

Detail Blinds

Detail Baseboards

Dishes

Clean Inside Kitchen Cabinets

Clean Inside Oven

Clean Inside Fridge

Sweep Inside Garage

Patio Cleaning

Carpet Washing

Landscaping

House Painting

Pressure Washing

Cleaning

Booking Confirmation

Booking service online does not guarantee you a spot for that date/time. You will be contacted by email or phone with a confirmation / reschedule time and date.

In order to reserve your service date and time, a deposit of $70 will be applied (only applicable to non-commercial services). This fee is NON-REFUNDABLE but deductible from the total service price.

Recurring Service Discount

Recurring discounts start AFTER the first Residential or Commercial service. If you skip services so that your service frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency.

Rate Increase

Rate Increase to services may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home/office or living situation, such as remodel, change of address, number of people living in the home, or a significant addition of furniture, etc. Customer rate shall be increased annually by an amount not to exceed 8% of the client’s current rate.

Lockouts

The client shall make the service location accessible to The Purple Services personnel on the scheduled service day. If the team is locked out of the client’s home, every effort will be made to establish contact with the client to arrange for entry into the home/office/etc. If contact is not made within 20 minutes of the arrival of the service team, the scheduled service will be skipped, and you will be charged a $120 late cancellation fee. This fee is necessary to compensate the employees for unexpected lost revenue and time travel. To avoid the fee, provide us with a key or code to gain entry to your home.

Items We Cannot

We cannot clean advanced stages of mold, and we cannot be liable for any mold related risks in clients’ homes.

We cannot clean hoarding homes or areas containing any animal and human body fluids, blood, feces, vomit, cat litter boxes, bird cages, and urine or excretions.

Service Providers Arrival Window

We schedule our services in an order that requires the least amount of drive time in an effort to maintain low prices and avoid trip fees. If you require a specific time, we will make every effort to accommodate your request; however, no times are guaranteed.

Due to the unpredictable nature of our business and unforeseen circumstances like traffic jams and weather, allow us the flexibility of scheduling our services between 8:00 am and 5:00 pm. For Housing related services (Residential, Move-in/out, House Painting, Landscaping, Pressure Washing.) Other schedules may apply for commercial services.

We generally do not run more than 30 minutes earlier or more than 45 minutes later than the scheduled appointment time. If we are running late, we will call you and/or text you.

Holidays

The Purple Services does not do holiday visits.

If your scheduled day falls on a holiday, we will contact you to reschedule.

The following holidays will be observed:

Independence Day

Thanksgiving

Black Friday

Christmas Eve

Christmas Day

New Year’s Eve

New Year

Inclement Weather

We will be closed for business when weather conditions prevent us from reaching your location, and will notify you via phone call or email.

Key Release & Alarm

Client keys are coded and stored inside a locked cabinet to which only the managers of The Purple Services have access.

In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the service providers to gain entry into the home, The Purple Services will not be held liable for any damages or theft to the client’s home.

Upon termination/cancellation of services, The Purple Services shall return any client key(s) in its possession no later than 48 hours after termination of services or the next business day.

If your home/Office/etc is equipped with a security system, please ensure that it is in the off position or call our office with the code and proper directions for use. If the code should change, please let us know so you do not incur a lockout charge of $80.

Service Crew

We always work in teams of one or two. Occasionally, more service providers may be needed due to the complexity of work or a busy schedule. We do our best to limit the rotation of service providers in your home/ office/ etc while still providing sufficient cross-training to our service technicians.

Our employees have been rigorously background screened and drug tested prior to working with us. You can rest assured that all our staff has integrity and is held accountable.

Non-Solicitation of The Purple Services Employees

As our customer, we ask that you agree not to solicit for hire any of our service providers to work directly for you. Our professional cleaners are background checked, their references verified, and have completed comprehensive cleaning training. Significant time, resources, and money are invested in each new employee before we allow them to enter our customers’ homes.

Governing Law

Any claim relating to The Purple Services website shall be governed by the laws of the State of North Carolina without regard to its conflict of law provisions.

We have taken every effort to design our website to be useful, informative, helpful, and honest. Hopefully, we have accomplished that and would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.

The Purple Services reserves the right to change these terms and conditions at any time without prior notice to you.