Customer Terms & Conditions

Quick Reference

A short summary of key terms. The full numbered Terms below control.

• $75 Card Hold

  A temporary $75 authorization may be placed when an appointment is reserved. After completed service, the $75 is applied to the final service balance.

• 24-Hour Changes

  Cancel or reschedule at least 24 hours before the appointment to avoid the $75 late cancellation fee.

• Access

  Provide working entry instructions. A $75 lockout fee may apply if access is not available within 20 minutes after team arrival.

• Quality Concern

  Report an eligible missed area within 24 hours of service completion for a no-cost correction visit.

• Heavy Items

  SoPURE team members do not move items weighing more than 25 pounds.

• Extra Charges

  No added service charge is placed on the bill without customer approval.

1. Agreement & Service Scope

Your booking confirmation, written quote, approved service checklist, approved add-ons, and these Terms form the service agreement for the appointment. If a written service-specific term conflicts with a general term in this document, the service-specific term controls for that appointment.

SoPURE will present these Terms for acceptance before service. Online checkbox acceptance or another recorded written acceptance may be used.

2. Appointment Reservation & $75 Authorization Hold

SoPURE may place a temporary $75 authorization hold on the payment card provided at booking. The hold is not an extra service fee.

• Completed service: the $75 is applied to the final service balance.
• Cancellation or reschedule at least 24 hours before the appointment: the authorization is released or not captured.
• Cancellation or reschedule less than 24 hours before the appointment: SoPURE may capture up to $75 as the late cancellation fee.
• Lockout or failure to provide access after the 20-minute access window: SoPURE may capture up to $75 as the lockout fee.
• SoPURE will not charge both a late cancellation fee and a lockout fee for the same missed appointment.

Card issuers control how long a released authorization remains visible in the customer account.

3. Cancellation & Rescheduling

Please provide at least 24 hours notice to cancel or reschedule an appointment. A $75 late cancellation fee may apply for changes made less than 24 hours before the appointment, same-day cancellations, or a customer no-show.

No customer cancellation fee applies if SoPURE cancels or reschedules for a company-side staffing issue, unsafe travel condition, or emergency. SoPURE may waive a customer cancellation fee at its discretion.

4. Property Access, Lockouts & Alarms

The customer is responsible for providing safe, working access at the scheduled service time. If the team cannot enter, SoPURE will attempt to contact the customer. If access is not available within 20 minutes after arrival, the appointment may be canceled and the $75 lockout fee may apply.

Provide current entry codes and alarm instructions before the appointment. An alarm-related access failure may be treated as a lockout.

5. Pricing, Home Condition & Scope Changes

Pricing is based on the information provided at booking, the selected service, the home condition described, and the approved scope. A price or scope change may be needed if the actual job materially differs from the booking information or if the customer requests added work.

SoPURE will request customer approval before adding a charge. If the needed change is not approved, SoPURE may complete only the confirmed scope or stop service if safe, reasonable completion is not possible at the confirmed price.

6. Cleaning Day Preparation

• Clear reasonable clutter from floors, counters, tables, and other surfaces included in the service.
• Secure cash, medication, private papers, jewelry, collectibles, and fragile items.
• Provide access to all rooms and surfaces included in the confirmed scope.
• Move personal items that block requested cleaning areas.
• Tell SoPURE before the appointment if organizing, extra tidying, or another add-on is needed.

7. Pets & Household Safety

Pets are welcome in the home. Please secure or control any pet that becomes anxious, aggressive, or disruptive around cleaning equipment or unfamiliar people. The team may leave an area or the property if an animal presents a safety risk. A $75 fee may apply if the appointment cannot continue for a preventable customer-side pet safety issue.

Children and other household members should stay clear of active work areas when cleaning equipment is in use.

8. Cleaning Products & Customer Equipment

SoPURE normally provides cleaning products and equipment for the booked service. Product requests should be shared before the appointment. Team members may decline a customer-supplied product that is unlabeled, appears unsafe, or conflicts with company product-use rules.

Customer-owned vacuums or tools must be in safe working condition. SoPURE is not responsible for ordinary wear, pre-existing defects, or mechanical failure in customer-owned equipment.

9. Excluded & Specialty Work

For team safety and property protection, normal cleaning service does not include:

• Mold remediation or hazardous mold removal
• Hoarding environments not accepted in writing before the appointment
• Blood, feces, vomit, urine, needles, sharps, or other biohazards
• Litter boxes, animal cages, or animal waste cleanup
• Pest infestation cleanup or hazardous chemical contamination
• Work that requires specialty licensing, remediation, or protective equipment outside normal cleaning

SoPURE may refuse or stop service for threatening behavior, weapons, disconnected utilities needed for cleaning, unsafe structural conditions, severe clutter, uncontrolled aggressive pets, or another condition that places a person or property at risk.

10. Unreachable Areas & Heavy Items

Team members may use a normal step stool. They do not climb on furniture, counters, customer ladders, or unstable surfaces. Team members do not move items weighing more than 25 pounds. Move heavy items before arrival if you want the area behind or under them cleaned.

11. 24-Hour Service Correction Commitment

If an area included in the confirmed cleaning scope was missed, contact SoPURE within 24 hours after service completion. SoPURE will arrange a return visit to correct the eligible missed area at no added charge.

• The concern must relate to work included in the booked checklist or written scope.
• New messes or changed conditions after the team leaves are not covered.
• Permanent stains, pre-existing damage, inaccessible areas, and excluded work are not covered.
• The correction visit is the remedy for an eligible cleaning-quality concern.

Completed cleaning services are non-refundable when an eligible service correction can be completed, except where applicable law requires a different result.

12. Breakage, Damage, Fragile Items & Loss

SoPURE team members use reasonable care in customer homes. Please identify fragile, high-value, sentimental, loose, unstable, or poorly mounted items before service and provide handling instructions if needed.

Report suspected breakage, damage, or loss as soon as practical, preferably within 24 hours, so SoPURE can document and review the incident. SoPURE is not responsible for normal wear, pre-existing damage, deterioration, improper installation, loose fixtures, unstable furniture, or an undisclosed fragile condition.

13. Photo Documentation & Privacy

SoPURE may take before-and-after photos of service areas for internal quality control, job verification, training review, or dispute documentation. Photos will not be posted publicly, used in advertising, or used for marketing without written customer permission.

14. Keys, Entry Codes & Security

Access codes are preferred when practical. If SoPURE accepts a physical key, the key will be coded and stored in a secure location with access limited to authorized management. A physical key held by SoPURE will be returned within 48 hours after service termination or a customer request, using a mutually workable return method.

A customer who leaves a door unlocked or places a key in an unsecured location accepts the added risk connected with that access choice. SoPURE is not responsible for theft or property damage caused by an unsecured entry method outside the team's control.

15. Recurring Service & Rate Changes

Recurring pricing begins after the first cleaning when a recurring plan has been approved. A change in service frequency, home size, occupancy, layout, condition, or requested scope may lead to a rate review. SoPURE will communicate a planned rate change before the affected appointment.

Either the customer or SoPURE may end recurring service. The 24-hour cancellation policy still applies to an appointment already scheduled within the 24-hour window.

16. Weather, Emergencies, Travel & Parking

SoPURE may reschedule service when travel or working conditions are unsafe. No customer cancellation fee applies to a company-initiated weather or emergency reschedule.

Any travel or parking fee must be disclosed before booking confirmation or before the customer approves a service-area or parking change.

17. Updates, Governing Law & Contact

SoPURE may update these Terms for future appointments. A new version does not change a completed appointment. The version accepted for the booked appointment controls that appointment.

Minnesota law governs these Terms. If one section cannot be enforced, the remaining sections stay in effect.

Questions about a booking or these Terms can be sent to info@sopurecleaning.com or directed to 763-225-1002.

Customer Acceptance

By accepting these Terms during booking, you confirm that you had access to this document before service and agree to the booking, payment, cancellation, access, safety, and service-correction terms stated here.