PuraMaid customer policies
Clear Policies.
Fewer Surprises.
These customer-facing standards explain arrival time, service scope, condition changes, access, pets, and the PuraMaid service promise.
✓ Current pricing and availability are confirmed by property ZIP code.
Core service standards
What PuraMaid customers can expect
The BookingKoala checkout and confirmation control the final service-specific terms.
Scheduled arrival
Your appointment time is the expected arrival time. PuraMaid does not use a default two-hour arrival window. If a delay over five minutes may occur, Operations is notified as soon as the risk is known.
Scope changes
Only management may approve a change to price, time, or scope. No change begins without customer approval. Cleaning professionals cannot independently negotiate extra work.
Heavy conditions
Unusually heavy buildup, clutter, pet hair, unsafe conditions, or inaccurate booking information may require a pause and management review before work continues.
Service promise
Report an in-scope concern within 24 hours or by the next business day. Validated concerns qualify for one complimentary reclean of the affected area. Cash refunds require owner approval.
Access & pets
Accurate entry, parking, gate, alarm, and pet information must be provided before service. Follow the confirmation instructions so the team can enter and work safely.
Payment & cancellation
Current authorization, payment, cancellation, and rescheduling terms appear in the BookingKoala checkout. Review them before placing the booking.
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