Dear Esteemed Client,
We are pleased that you have chosen Prestine as your preferred institution to manage your
cleaning projects.
Nonetheless, we would appreciate it if you could take some time to go through our customer
policy.
This will enable you fully understand the scope of our operations and how you can support
us to achieve a smooth and efficient cleaning experience.
1) We expect our customers to do the following:
▪ Provide access to the premisses at the scheduled time
▪ Secure pets or animals away from cleaning areas
▪ Store valuables, breakables, and confidential documents in a safe place
▪ Communicate any special instructions before the cleaning begins
▪ Provide running water and electricity during the service
▪ Ensure a safe environment for cleaning technicians (sse.g., no open wiring,
dangerous items, etc)
▪ Discuss allergies with Prestine with respect to cleaning items.
▪ Provide cleaning materials. If Prestine must do so, it will come at an agreed cost
outside the cost of the project.
2) Prohibited Customer Actions
We kindly request that you, our esteemed client do not:
▪ Ask cleaning technicians to perform tasks outside the scope agreed upon on the
service list (e.g., babysitting, cooking, etc)
▪ Ask cleaning technicians to run personal errands outside the cleaning.
▪ Engage in inappropriate behaviour or speak to cleaning technicians in a demeaning
manner
▪ Obstruct or delay cleaning process unnecessarily
▪ Conflict of interest -- Technicians are not to be engaged on cleaning jobs outside
their engagement with Prestine.
3) Cleaning technicians Conduct
Our cleaning technicians are trained to:
▪ Arrive on time and in uniform.
▪ Respect your property and privacy.
▪ Follow the agreed cleaning checklist.
▪ Report any damage or incidents immediately.
▪ Our technicians will always conduct themselves in a professional manner through
the period of cleaning.4) Liability & Damages
Prestine will take responsibility for any proven damage caused during cleaning.
Nonetheless, we are not liable for the following:
▪ Pre-existing damages or wear and tear.
▪ Items not secured properly by the customer.
▪ Delicate or high-value items not disclosed beforehand.
Customers must report any issues within 24 hours of service delivery.
5) Refund Policy
a) Cancellation:
Prestine will refund a customer who cancels because of unplanned circumstances. This
refund shall be 50% of the total cost of the service.
When refunds are not applicable:
▪ The customer provided incorrect information (address, date, etc)
▪ There was no access to the premises at the schedule date and time
▪ The service was refused on arrival without valid reason
▪ The client requested tasks outside the agreed scope or changed instructions mid-
service.
b) Rescheduling:
In cases where a refund is not applicable, we may offer:
▪ Free rescheduling of the appointment
▪ Service correction: We can send a cleaning technician back to fix any missed areas
(within 24-48 hours)
Note:
▪ Customers must give at least 24 hours’ notice to cancel or reschedule.
▪ Late cancellations may attract a charge of 10% of the 50% to be refunded to the client.
This means the client will only get 40% of the total cost of the service.
c). No-show:
If Prestine, for whatever reason, does not show up for the cleaning or arrive late without
prior notification, the client will be refunded the full cost of the service.6) Entry & Security
If the customer will not be present, arrangements must be made for key collection or
access.
Our cleaning technicians will not be responsible for locking up unless instructed in writing.
7) Feedback & Complaints
All feedback and complaints should be sent to
Email: support@prestinee.com
Phone: +2349161492626
We aim to resolve complaints within 48 hours.
Our rights:
Prestine reserves the right to update our policies (as the need arises) from time to time.
We encourage our clients to always read the terms and conditions before signing up for every
project.