Prime Shine Cleaning

Customer Policies

At Prime Shine Cleaning, we want every customer to have a positive experience. These policies help us provide reliable service, set clear expectations, and protect both our customers and our cleaning team.

1. Cancellations & Rescheduling

We understand that plans can change. We ask that customers provide at least 24 hours' notice when canceling or rescheduling an appointment.

  • Cancellations made with less than 24 hours' notice may be subject to a $40 cancellation fee.

  • A $40 fee may also apply if our team arrives and cannot access the property or the customer is unavailable.

  • First-time cancellations may be considered for a one-time courtesy waiver.

  • If Prime Shine Cleaning needs to cancel an appointment, customers may choose to reschedule or receive a refund of any payment already collected for that appointment.

Any applicable cancellation fee will be communicated before booking and agreed to by the customer.

2. Customer Complaints & Concerns

Your satisfaction matters to us. If something doesn't meet your expectations, please let us know.

  • Please report concerns within 24 hours of the completed cleaning.

  • Include a description of the concern and photos when possible.

  • Our management team will review the issue and aim to respond within one business day.

  • If the concern is related to an area included in the original cleaning, we will review it for a complimentary re-clean.

We appreciate the opportunity to address concerns and make things right.

3. Property Damage

We treat every customer's home with care and respect. Although our team takes precautions, accidents can happen.

  • Please report suspected damage as soon as reasonably possible.

  • Photos and a description of the damage may be requested to help us review the situation.

  • Our management team will investigate and communicate with the customer about the next steps.

  • If Prime Shine Cleaning is responsible, we will work with the customer toward an appropriate resolution, subject to the facts and applicable insurance coverage.

Please let our team know about fragile, valuable, or delicate items before the cleaning begins.

4. Re-Clean Policy

If an area included in your original cleaning was missed or not cleaned to the agreed standard, we want the opportunity to correct it.

  • Re-clean requests must be submitted within 24 hours of the original service.

  • Requests must relate to areas included in the original cleaning.

  • Approved re-cleans will be completed at no additional charge.

  • We will aim to schedule the re-clean within 48 hours, subject to availability.

  • Re-cleans are limited to the affected areas and do not include new messes, additional services, or areas excluded from the original booking.

Our goal is to leave your home looking its best.

5. Customer Responsibilities

To help our team provide the best possible service, customers are asked to:

  • Provide accurate information about the home and requested services.

  • Ensure our cleaning team has safe access to the property.

  • Secure pets when necessary.

  • Inform us about fragile items, special surfaces, or areas requiring extra care.

  • Communicate any special instructions before the appointment.

6. Contact Us

Have a question, concern, or need assistance with an appointment?

Prime Shine Cleaning
Website: https://www.primeshinecleaningfl.com/
Email: pscservices@primeshinecleaningfl.com
Phone: (813) 822-5958

Thank you for choosing Prime Shine Cleaning. We appreciate your business and look forward to serving you!