Terms & Conditions
Please review the terms that apply when requesting or using Pristine Aura’s cleaning services.
Please review the terms that apply when requesting or using Pristine Aura's cleaning services.
These Terms & Conditions apply to cleaning services provided by Pristine Aura Pte. Ltd. ("Pristine Aura", "we", "us" or "our").
By submitting a quotation request and subsequently confirming a booking with Pristine Aura, you acknowledge and agree to these Terms & Conditions.
Contents
These Terms & Conditions apply to cleaning services provided by Pristine Aura Pte. Ltd. and set out the terms governing bookings, service delivery, customer responsibilities, cleaner safety and related matter.
1. Cleaner Safety & Working Conditions
1.1 Customer Responsibilities
1.2 Cleaner Safety & Respect Policy
1.3 Unsafe or Hazardous Conditions
1.4 Pets, children and Other Persons at the Premises
1.5 Right to Refuse, Suspend or Terminate Service
2. Bookings, Changes & Payments
2.1 Quotations Requests & Booking Confirmation
2.2 Scope of Ceaning Services
2.3 Service Duration & Additional Work
2.4 Access to the Premises
2.5 Changes to a Confirmed Service
2.6 Cancellation & Rescheduling
2.7 Pricing & Payment
3. Service Standards, Liability & General Terms
3.1 Valuables, Fragile Items & Existing Damage
3.2 Service Concerns & Complaints
3.3 Liability
3.4 Events Outside Our Reasonable Control
3.5 Personal Data 7 Privacy
3.6 Changes to These Terms
3.7 Governing Law
3.8 Contact Us
1. Cleaner Safety & Working Conditions
1.1 Customer Responsibilities
Customers are responsible for ensuring that our personnel can safely and reasonably access the premises at the agreed time.
Where necessary for the cleaning service, customers should ensure that essential utilities such as water and electricity are available.
Customers should also:
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provide accurate access instructions;
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inform Pristine Aura of any access restrictions;
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identify fragile, valuable or unusual conditions on the premises; and
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ensure that areas intended to be cleaned are reasonably accessible.
Where access cannot be obtained or cleaning cannot proceed because of circumstances within the customer's control, Pristine Aura may need to shorten, reschedule or cancel the service.
1.2 Cleaner Safety & Respect Policy
Pristine Aura is committed to providing a safe, respectful and dignified working environment for all cleaning personnel.
Customers, occupants, visitors and any othe rpersons present at the premises must treat our personnel with respect.
The following behavior will not be tolerated:
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verbal abuse, insults or aggressive behaviour;
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threats, intimidation or physical violence;
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harassment or discriminatory behaviour;
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sexual harassment, sexually inappropriate comments or requests;
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unwanted physical contact or deliberate inappropriate exposure;
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behaviour intended to humiliate, frighten or intimidate our personnel; or
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any other conduct that reasonably causes our personnel to feel unsafe.
Our personnel have the right to refuse to commence work, stop work and leave the premises if they reasonably believe their safety, dignity or wellbeing is at risk.
Pristine Aura may refuse future bookings or terminate its service relationship with customers who engage in abusive, threatening, harassing or otherwise inappropriate behaviour.
Where appropriate, serious incidents may be reported to the relevant authorities.
1.3 Unsafe or Hazardous Conditions
Customers should inform Pristine Aura before the appointment of any known health or safety hazards that may affect the cleaning service.
These may include, but are not limited to:
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exposed needles, sharps or broken glass;
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bodily fluids or biological contamination;
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hazardous chemicals or substances;
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serious pest infestations;
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excessive or hazardous mould;
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unsafe electrical installations;
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unstable furniture, fittings or structures;
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aggressive animals; or
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any other condition that may present an unreasonable risk of injury or illness.
Our personnel are not required to handle hazardous materials or perform work that they reasonably consider unsafe.
If a previously undisclosed hazard is discovered during the appointment, the cleaner may stop work in the affected area or leave the premises where necessary.
Pristine Aura may discuss alternative arrangements with the customer where specialist cleaning or additional safety measures are required.
1.4 Pets, children and Other Persons at the Premises
Customers are responsible for ensuring that pets, children, occupants and visitors do not create an unsafe environment or unreasonably interfere with the cleaning work.
Pets that may behave aggressively, interfere with cleaning or attempt to leave the premises should be appropriately secured before our personnel arrive.
Our personnel may decline to clean an area or discontinue the service where an animal or another person presents a reasonable safety risk.
1.5 Right to Refuse, Suspend or Terminate Service
Pristine Aura reserves the right to refuse, suspend or discontinue a service where it would be unsafe, inappropriate or unreasonable to continue, including circumstances described in Sections 5 to 7 of these Terms & Conditions.
Pristine Aura may also refuse or discontinue service where:
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illegal activity is taking place at the premises;
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the customer requests work outside the agreed scope;
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the actual condition or requirements of the premises differ materially from the information provided during booking; or
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material difference between the property condition described and the condition encountered; or
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other circumstances place our personnel at unreasonable risk.
Where reasonably practicable, Pristine Aura will explain the reason for refusing or discontinuing the service.
2. Bookings, Changes & Payments
2.1 Quotation Requests and Booking Confirmation
Submitting a request through our website does not constitute a confirmed booking.
All requested dates and times are subjected to availability. A booking is confirmed only after Pristine Aura has reviewed the request and communicated confirmed to the customer.
Customers are responsible for providing accurate and complete information regarding the property, requested services and any special requirements.
Quotations are prepared based on the information provided by the customer. If the actual condition, size, requirements or scope of work differs materially from the information provided, Pristine Aura may discuss and revise the service scope, duration or price before carrying out the additional work.
2.2 Scope of Cleaning Services
The services to be provided will be based on the service selected and the scope agreed during booking confirmation.
Descriptions and cleaning checklists on our website provide a general indication of the tasks normally included. The exact work that can reasonably be completed may vary depending on factors such as:
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the type and size of property;
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the condition of the premises;
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the amount of cleaning required;
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accessibility of the areas to be cleaned; and
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the duration of the booking.
Pristine Aura will use reasonable care and effort when providing its cleaning services but cannot guarantee the complete removal of every stain, mark, odour or other condition.
2.3 Service Duration and Additional Work
Any minimum service duration or booked cleaning period communicated at the time of booking will apply.
Customers should select sufficient cleaning time for the size and condition of their premises. Where the requested work cannot reasonably be completed within the booked duration, our personnel will prioritise the agreed cleaning tasks where practicable.
Requests for additional work or services outside the confirmed scope may require additional time and charges.
Optional or add-on services are subjected to availability and must be agreed with Pristine Aura.
Our personnel are not required to perform tasks that have not been agreed as part of the booking.
2.4 Access to the Premises
Where the customer provides keys, access cards, access codes or other entry arrangements, the customer confirms that Pristine Aura has permission to use them for the purpose of providing the booked service.
Customers are responsible for ensuring that any building management, security or visitor-access arrangements have been made before the appointment.
Pristine Aura will take reasonable care when handling keys or access information entrusted to us.
2.5 Changes to a Confirmed Service
Customers should contact Pristine Aura as early as possible if they wish to change:
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the appointment date or time;
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the service address;
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the selected cleaning service;
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the duration of the service; or
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any requested additional services.
Changes are subjected to availability and may result in a revised quotation.
Significant changes requested when our personnel are already on the premises may not be possible during the existing appointment.
2.6 Cancellation and Rescheduling
Customers who need to cancel or reschedule an appointment should notify Pristine Aura as early as reasonably possible.
Any cancellation charges, deposits or rescheduling requirements applicable to a booking will be communicated to the customer before the booking is confirmed.
If Pristine Aura needs to cancel or reschedule a confirmed appointment, we will contact the customer as soon as reasonably practicably to arrange an alternative appointment or, where applicable, address any payment already made for service that were not provided.
2.7 Pricing and Payment
Prices displayed on the website or provided in quotations are based on the applicable service and the information available at that time.
The final price may change where:
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the customer requests additional services;
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the agreed scope is changed;
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additional cleaning time is requested and accepted; or
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the actual circumstances differ materially from those described when the quotation was prepared.
Any additional charges should be communicated to and agreed with the customer before the additional work is carried out.
Payment arrangements and payment methods will be communicated as part of the booking process.
3. Service Standards, Liability & General Terms
3.1 Valuables, Fragile Items and Existing Damage
Customers are encouraged to securely store cash, jewellery, important documents and other valuable items before cleaning begins.
Customers should inform our personnel of:
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fragile or valuable objects;
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items requiring special handling;
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damaged, loose or unstable furniture and fittings; and
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surfaces requiring specialised cleaning methods.
Pristine Aura is not responsible for damage that existed before the cleaning service began.
If accidental damage occurs during a cleaning service, customers should contact Pristine Aura as soon as reasonably practicable so that the circumstances can be reviewed.
3.2 Service Concerns and Complaints
If a customer has concerns regarding a completed cleaning service, we encourage the customer to contact Pristine Aura as soon as reasonably practicable.
Customers should provide sufficient information for us to understand the concern, including photographs where relevant.
Pristine Aura will review reasonable complaints in good faith and, where appropriate, discuss a suitable resolution with the customer.
3.3 Liability
Pristine Aura will take reasonable care and exercise reasonable skill when providing cleaning services.
Pristine Aura will not be responsible for loss or damage resulting from:
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pre-existing damage or deterioration;
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defects that were not reasonably apparent;
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inaccurate or incomplete information provided by the customer;
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failure to disclose fragile or unusually sensitive items;
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hazardous conditions that were not disclosed to us; or
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events outside Pristine Aura's reasonable control.
Nothing in these Terms & Conditions is intended to exclude or restrict any liability that cannot lawfully be excluded or restricted, or any rights available to customers under applicable Singapore law.
3.4 Events Outside Our Reasonable Control
Pristine Aura may need to delay, reschedule or cancel a service due to events outside our reasonable control, including illness, emergencies, severe weather, transport disruption, building-access restrictions or other unforeseen circumstances.
Where this occurs, we will make reasonable efforts to notify the customer and arrange an appropriate alternative.
3.5 Personal Data and Privacy
Personal information submitted to Pristine Aura will be handled in accordance with our Privacy Policy.
Please refer to our Privacy Policy for information about how personal data is collected, used, stored and protected.
3.6 Changes to These Terms
Pristine Aura may update these Terms & Conditions from time to time to reflect changes to our services, business practices or applicable requirements.
The latest version will be published on our website together with the date it was last updated.
The version applicable to a confirmed booking will generally be the version in effect when that booking was confirmed.
3.7 Governing Law
These Terms & Conditions are governed by the laws of the Republic of Singapore.
Nothing in these Terms & Conditions affects any rights or remedies available under applicable Singapore law.
3.8 Contact Us
If you have any questions about these Terms & Conditions or your cleaning service, please contact Pristine Aura using the details below.
Last updated: 29 August 2026