Terms & Conditions

Our services

We provide residential and commercial cleaning services in Pattaya and surrounding areas of Chon Buri, Thailand. The services included in each booking are set out in your quote, booking confirmation or service agreement. Anything not listed is not included unless we agree to it in writing (including by message).

Quotes and bookings

Quotes are based on the information you give us, such as property size, condition, number of rooms and access. They are valid for [30] days unless stated otherwise.
If the property is in a significantly different condition from described (for example, heavy soiling, construction dust or hoarding), we may revise the price before or on arrival. We will explain the change, and you may choose to proceed or cancel.
A booking is confirmed when we confirm the date and time in writing, by email, LINE, WhatsApp or another agreed channel.
For regular services, we will agree a schedule with you. Changes to the schedule are subject to Section 5.

Access to the property

You must provide safe and timely access to the property, including keys, access cards or codes, and parking or building entry arrangements.
If our team cannot gain access at the agreed time, or we are delayed by more than [20] minutes through no fault of ours, we may charge a waiting fee or treat the visit as a late cancellation.
Please make sure the premises are safe to work in. We may decline or stop work if conditions are unsafe, such as exposed wiring, hazardous substances, aggressive animals or unsafe behaviour.
Where you are not present, you confirm you have authority to allow our team to enter and that any security or alarm systems have been explained to us.
Please secure or tell us about valuables, fragile items, cash and important documents. We recommend removing them from areas to be cleaned.

Cancellations and rescheduling

More than 24 hours’ notice: free to cancel or reschedule.
Less than 24 hours’ notice: we may charge [50]% of the service price.
No-show or no access: we may charge up to [100]% of the service price.
If we need to cancel or reschedule because of illness, severe weather or other circumstances beyond our control, we will let you know as soon as possible and offer the next available time or a refund of any amount paid in advance for that visit.
Commercial contracts may specify different notice terms, which take priority over this section.

What we provide

Our team brings standard cleaning products and equipment unless agreed otherwise.
If you want us to use particular products, or if you have allergies or sensitivities, please tell us before the service.
Tasks outside our normal scope, such as moving heavy furniture, working at height, biohazard cleaning, mould remediation, post-flood cleaning or pest-related cleaning, need to be agreed in advance and may be charged extra.

Our standards and your satisfaction

We aim to complete every clean carefully and to a high standard. If you are not satisfied, please contact us within [24 hours] of the service with details (photos help). We will review your concerns and, where appropriate, return to correct the issue at no additional cost. Reports made after this time may not be eligible for a free re-clean.

Damage, loss and liability

Our staff take reasonable care of your property. If you believe something has been damaged or lost during our service, you must tell us in writing within [48 hours] and, where possible, provide photos and details so we can investigate.
We are responsible for damage that is proven to be caused by our negligence, up to the limit allowed by [our insurance cover / the value of the service provided].
We are not responsible for:
- Pre-existing damage, wear and tear, or defects, including stains that cannot be fully removed
- Damage to items that were poorly fitted, already fragile, or not suitable for normal cleaning
- Loss of or damage to valuables, cash or jewellery left in the property
- Indirect or consequential loss, to the extent permitted by law
Nothing in these Terms limits liability that cannot be limited under Thai law.

Staff and non-solicitation

You agree not to directly hire or engage our cleaners, or work with them privately outside Pristine Pattaya, during your service and for [6] months afterwards. We provide insurance, training and supervision for our team, and private arrangements are not covered by our guarantees. If this happens, we may charge a reasonable placement fee.

Health and safety

Both parties will take reasonable steps to keep the workplace safe. If you or anyone at the property has a contagious illness, please tell us before the visit so we can reschedule or take precautions. We may refuse service where there is a real risk to our staff’s health and safety.

Confidentiality and privacy

Our team respects your privacy and keeps information about you and your property confidential. We handle your personal data as set out in our Privacy Policy, available on our website.

Photos

We may take photos before and after a clean to record the condition of the property and to handle any complaints. We will not use identifiable images of your property or belongings for marketing without your permission.

Force majeure

We are not responsible for delays or failure to perform our services caused by events beyond our reasonable control, including natural disasters, severe weather, flooding, power or water outages, government restrictions, fire, civil disturbance or public health emergencies. We will work with you to reschedule as soon as practical.

Ending a regular service

For ongoing services, either party may end the arrangement by giving at least [7 / 14 / 30] days’ written notice. Fees for services already carried out remain payable. Commercial contracts may include different notice terms.

Changes to these Terms

We may update these Terms from time to time. The current version will always be on our website with the “Last updated” date. For existing clients, changes apply from your next booking after the update.

Governing law and disputes

These Terms are governed by the laws of the Kingdom of Thailand. We will try to resolve any dispute through good-faith discussion first. If it cannot be resolved, the dispute will be submitted to the courts of [Pattaya / Chon Buri], Thailand.