Terms of Service

By accessing or using Pristil (“the Platform”), you agree to be bound by these Terms of Service. If you do not agree, do not use the Platform. You must be at least 18 years old to use the Platform. We may update these terms at any time; we will notify you by email of material changes at least 30 days before they take effect. Continued use after changes take effect constitutes acceptance.

Pristil is a marketplace that connects you with independent cleaning professionals (“Contractors”). Pristil is not the employer of any Contractor. Contractors are independent businesses responsible for their own work, insurance, and taxes. Pristil does not guarantee the quality of any specific Contractor’s work.

• You pay the full booking amount upfront when you schedule a cleaning
• All payments are processed securely through Stripe
• Prices shown as “Starting at” reflect the lowest approved price from verified contractors serving your ZIP code
• The price you pay is the price confirmed at checkout, and the 20% platform fee is already included
• You must be at least 18 years old to create an account and book services

When you book a recurring service (weekly, bi-weekly, or monthly), the price per visit is locked in for the entire duration of your plan. Your price will not change until your plan ends or is cancelled. You may cancel your recurring plan at any time from your dashboard. Cancellations take effect for the next scheduled visit; any visit already in progress or completed is charged at the locked-in rate.

Refunds under this section are issued strictly according to the tiers below, calculated from your cleaner’s confirmed arrival time (or the start of the arrival window if none was confirmed — Morning window begins 8:00 AM; Afternoon window begins 12:00 PM local time). Refund determinations are never discretionary — support and cleaners reference these exact rules. Policy version: 2026-10-21.

Confirmation (48 hours before):

• About two days before your cleaning, you and your cleaner each receive a confirmation email with one-click confirm and change-request buttons. Please respond — it lets your cleaner plan the day and lets us rebook quickly if plans change.
• Your cleaner proposes an approximate arrival time when accepting your booking. You approve or decline it; declining returns the job to the pool for other cleaners. Once approved, that time is the reference for all no-show decisions below.

Customer cancellations:

• Tier 1 — 24 hours or more before the confirmed arrival time: full refund, minus a 3% payment processing fee (Stripe’s processing costs are non-refundable to us).
• Tier 2 — Less than 24 hours but at least 2 hours before: 50% refund. The remaining 50% is transferred to your assigned cleaner, who reserved that time for you.
• Tier 3 — Less than 2 hours before: self-service cancellation is disabled. Contact support; if the cleaner has not been dispatched, support will cancel with a full refund.
• In progress: once the cleaner marks the job in progress, the booking is final. Quality concerns are handled under Section 11.

No-shows and lateness:

• We know real schedules shift — traffic, prior jobs, call-outs. The policy accounts for this with a 30-minute grace period past the confirmed arrival time.
• If your cleaner has not started within 30 minutes of the confirmed arrival time, you may cancel from the job page for a full refund — no fee, no questions.
• At 60 minutes past with no start, the cleaner automatically receives a formal warning on their account. Repeated no-shows lead to suspension under the contractor agreement.
• Cleaners who message you proactively about a delay are doing exactly what the policy asks; consider that when deciding whether to wait.

Contractor cancellations: If a contractor cancels an accepted job, the customer receives a full refund or a free rebooking, and the cancellation is recorded on the contractor’s account. Cancelling within 2 hours of the confirmed arrival time may additionally incur a $25 disruption fee under the contractor agreement.

Refunds are processed back to your original payment method and typically take 5–10 business days to appear.

After a contractor marks your job as completed, a 48-hour review period begins:

• You can review the work and leave a rating from the job detail page
• If something is wrong, file a support ticket from the Support page and select the related job — this pauses the contractor’s payment until the issue is resolved
• If no ticket is filed within 48 hours, the contractor’s payment is automatically released
• If you are unable to review within 48 hours due to travel or other circumstances, you may request an extension by contacting support before the period expires
• You are not required to leave a review — no action means the payment releases on schedule

Pristil reserves the right to make final determinations regarding payment disputes.

After a cleaning is completed, customers and contractors may submit one suggestion about improving the Platform experience for that job. Suggestions are optional feedback, are not support tickets or dispute claims, and may be used by Pristil without a promise that a particular idea will be implemented.

Pristil charges a platform fee of 20% of the booking total. This is already included in the price you see at checkout. The fee covers payment processing, contractor vetting, customer support, and platform maintenance. Contractors receive the remaining 80% minus any applicable Stripe processing fees.

• Contractors on Pristil are independent professionals who have passed identity verification, document review, and background checks
• If you have used a contractor before, you may request that contractor for a future booking. Pristil will offer the request to that contractor first for 18 hours; if they do not accept within that window, the job may become available to other eligible contractors. A request is not a guarantee of assignment.
• For specialty, organic, fragrance-free, allergy-sensitive, or brand-specific products, you are responsible for providing the products and telling the contractor exactly where they are located. Contractors are not expected to supply those products unless separately agreed through the Platform.
• You can leave a review after each job to help other customers and help contractors improve
• Contractors are required to carry general liability insurance of at least $1,000,000 — you may request proof of insurance through the Platform

• Provide accurate address and access information for each booking
• Provide any specialty or brand-specific cleaning products you require and identify their location in the home
• Secure valuables and pets before the contractor arrives
• Provide safe working conditions — if a contractor reports unsafe conditions, the job may be cancelled with a full refund
• Treat contractors with respect and courtesy
• Do not attempt to hire, contact, or pay a contractor directly for services arranged through Pristil
• Do not request that a contractor work outside the Platform for future bookings

• Contractors must identify themselves to you as a Pristil professional, regardless of any other business they operate
• Contractors may not present a Pristil booking as a service provided by another company, or use another company’s name, signage, uniforms, or materials during a Pristil job
• Because they represent Pristil on every booking, contractors may communicate with you directly about the scheduled job (arrival, access, timing) without Pristil as an intermediary — all booking and payment handling stays on the Platform
• If you have a question about whether a cleaner is a legitimate Pristil professional, contact support before letting them in

If a contractor damages your property or you believe an item is missing:

• File a support ticket within 48 hours of the job’s completion, selecting the related job
• Provide photos and a description of the damage or missing item
• Pristil will investigate and may coordinate with the contractor’s insurance carrier
• Do not attempt to resolve the matter directly with the contractor outside the Platform

Pristil will assist in facilitating a resolution but is not itself liable for contractor-caused damage (see Section 14). The contractor’s insurance is the primary source of recovery for property damage claims.

• Your contact information is shared with the assigned contractor only for the purpose of completing your scheduled job
• We do not sell your personal information
• You can request access to, correction of, or deletion of your data at any time
• See our Privacy Policy for full details

• Using the Platform for any illegal purpose
• Circumventing the Platform to pay contractors directly
• Soliciting contractors to work outside the Platform
• Harassing, threatening, or abusing other users
• Creating fake accounts or reviews
• Attempting to breach Platform security

• Pristil is not liable for damages arising from services provided by contractors
• Our maximum liability is limited to the amount you paid for the specific booking giving rise to any claim
• We are not liable for indirect, incidental, special, or consequential damages
• The above limitations do not apply to damages caused by Pristil’s gross negligence, willful misconduct, or fraud

The contractor’s general liability insurance is the primary source of recovery for property damage or personal injury caused by a contractor’s work.

If you have a dispute with a contractor or with Pristil, you agree to first attempt resolution through Pristil’s support system. If the dispute cannot be resolved, you agree to binding individual arbitration under the rules of the American Arbitration Association, administered in Columbia, South Carolina. Any claims must be brought within one year of the event giving rise to the claim. Governing law is the State of South Carolina. You and Pristil agree that each may bring claims against the other only in an individual capacity, and not as part of a class action or representative proceeding. If any portion of this class action waiver is found unenforceable, the remainder shall remain in effect.

Pristil shall not be liable for any failure or delay in providing the Platform caused by events beyond its reasonable control, including natural disasters, severe weather, power outages, internet failures, pandemics, government actions, or labor disruptions.

If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision shall be limited or eliminated to the minimum extent necessary so that the remaining provisions remain in full force and effect.

The Platform is provided on an “AS IS” and “AS AVAILABLE” basis. Pristil does not warrant that the Platform will be uninterrupted, error-free, or secure, or that any contractor will arrive or complete services to your satisfaction. Pristil facilitates connections between customers and contractors but does not perform cleaning services itself.

We may suspend or terminate your account at any time for violation of these terms. You may delete your account at any time through your profile settings. Upon termination, you remain liable for any outstanding payments or obligations.

For questions about these terms, contact us at legal@pristil.com or write to Pristil Legal, PO Box 1376, Bluffton, SC 29910.