Frequently Asked Questions
At Pure Luxe Cleaning Solutions, we believe in clarity, transparency, and delivering an exceptional cleaning experience every time. Our FAQ page is designed to answer your most common questions about our services, scheduling, pricing, policies, and what to expect when you choose us. Whether you’re booking your first cleaning or are a long-time client, you’ll find helpful information to ensure a smooth, luxurious experience from start to finish.
Have a question that’s not listed here? We’re happy to help — feel free to contact us directly.
1
Is a contract required?
No, you’re not locked into a contract. You may cancel at any time.
• Recurring Services: We request a 30-day notice to avoid a cancellation fee.
• One-Time Services: A 7-day notice is required. You will be asked to sign our payment agreement.
2
Do you require a deposit?
Yes.
• A 50% deposit is required at the time of booking for deep clean services.
• The remaining 50% is due 7 days prior to your scheduled cleaning.
• If you cancel or reschedule, 25% of your deposit is non-refundable.
3
Do I pay for travel or mileage?
It depends on your location.
• We serve Grand Rapids and surrounding areas.
• Locations beyond 20 minutes or 20 miles may be subject to a $29 travel fee, discussed during your consultation.
4
Let’s talk about pets…
For everyone’s safety and comfort, we ask that pets be secured or placed in a designated space while we clean your home.
5
Do I supply the cleaning products?
No, we provide all products and equipment.
• We use mostly green, eco-friendly products.
• If you have preferred products, we’re happy to use them—just let us know where they’re located.
6
Do I need to be home while the team cleans?
No, you don’t have to be home.
• If you are not home, please provide access via unlocked door, key, or garage code.
• If you’d prefer to be present, that’s completely fine too.
7
Are your cleaning professionals employees or subcontractors?
Our cleaning professionals are employees of Pure Luxe Cleaning Solutions.
They undergo thorough training to ensure high standards of service.
8
How do I skip a scheduled cleaning appointment?
We require at least 48 hours’ notice (72 during holiday peak season) for skipping a scheduled cleaning.
Just send us an email to request a skip.
9
When is payment due?
Payment is due before your cleaning service, unless a different arrangement has been made.
10
What payment methods are accepted?
We accept:
• All major credit cards
• Cash (please notify us in advance)
• Checks (please notify us in advance)
11
What happens if I don’t pay or forget to pay my invoice on time?
Invoices are due 24 hours before service.
• Overages (extra time) are billed same-day via separate invoice.
• A $10 per day late fee is applied if your balance isn’t paid by 9 PM.
• Your balance must be paid in full to continue services.
12
Am I expected to leave a tip?
Tipping is not required, but always appreciated!
• After your first visit, we send a Follow-Up Form—your feedback and/or a tip lets our team know you’re satisfied.
13
What days are you closed?
Please refer to the “Calendar” tab on our website for up-to-date closures.
We reserve the right to close for:
• Unsafe weather or road conditions
• Illness or COVID-related issues
• Emergencies (rescheduling will be arranged whenever possible)
