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Refund Policy

Last updated: January 2026

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PureHome is committed to providing high-quality, non-toxic carpet cleaning services and a positive customer experience. This Refund Policy explains how refunds, service adjustments, and satisfaction concerns are handled.

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Payment & Service Confirmation
Balance is due on the day of service, before departure, via secure online invoice.

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Final pricing may be adjusted if:

  • Additional rooms or areas are requested on-site

  • The scope of work differs materially from what was booked

  • Add-on services are approved by the customer before service begins

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Any pricing adjustments will be communicated and approved before proceeding.

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Satisfaction Guarantee & Service Concerns

If you are not satisfied with the results of your cleaning, please contact us within 24 hours of service completion so we can address your concern promptly.

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PureHome will make reasonable efforts to address the concern, which may include:

  • Re-cleaning the affected area(s), or

  • Offering a partial refund or service credit, at our discretion

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Refunds are not guaranteed and are evaluated on a case-by-case basis.

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Refund Eligibility

Refunds may be considered if:

  • The service was not completed as agreed

  • A material issue occurred that could not reasonably be corrected

  • PureHome determines a refund is appropriate after review

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Approved refunds will be issued to the original method of payment.

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Non-Refundable Situations

Refunds will not be issued for:

  • Pre-existing damage, permanent stains, or wear that cannot be removed

  • Results affected by carpet age, fiber type, prior treatments, or manufacturer limitations

  • Dissatisfaction based on expectations not aligned with professional carpet cleaning

  • Failure to report concerns within the stated timeframe

  • Situations covered under the Cancellation & Rescheduling policy

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PureHome does not guarantee removal of all stains or odors.

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Cancellations & No-Shows

For services requiring a reservation deposit:

  • Cancellations or reschedules made 48 hours or more before the scheduled appointment are eligible for a full deposit refund.

  • Cancellations within 48 hours, same-day cancellations, no-shows, or inaccessible homes will result in forfeiture of the reservation deposit.

Severe weather or true emergencies are handled with flexibility.

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How to Request a Refund or Adjustment

To request a refund or report a concern, please contact us.

Please include your name, service date, and a brief description of the issue so we can assist you promptly.

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Policy Updates

This Refund Policy may be updated from time to time. Any changes will be posted on this page with an updated effective date.

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