Terms of Service

• "Customer", "you", or "your" means the person or entity booking or receiving our services.
• "Specialist" means a vetted cleaner, team lead, or supervisor assigned by Pure Homes to perform the service.
• "Property" means the residential or approved light commercial premises where cleaning is performed.
• "Booking" means a confirmed appointment with agreed service type, date, time, address, and price.
• "Recurring plan" means a scheduled series of cleans at agreed intervals, such as weekly or fortnightly.
• "Service area" means locations in Lagos where Pure Homes currently operates, as listed on our website.

Pure Homes provides professional home cleaning services including standard cleans, deep cleans, move-in/move-out cleans, and recurring maintenance plans. Service descriptions, inclusions, and indicative pricing on our website are provided for general information. The final scope, duration, and price for your Booking are confirmed at checkout or in your booking confirmation message.

Unless expressly included in your Booking confirmation, our services do not cover:

• Hazardous waste, biohazard cleanup, pest control, or mould remediation
• Exterior window cleaning above ground floor without appropriate equipment and prior agreement
• Heavy construction debris removal or post-renovation works unless booked as a specialist package
• Repair, maintenance, laundry, childcare, or errands outside the booked cleaning scope
• Moving furniture weighing more than two people can safely lift without extra crew and fees

We reserve the right to decline or pause service where a Property presents safety risks, legal restrictions, or conditions that make the booked work impractical or unsafe for our Specialists.

You must be at least 18 years old and legally able to enter into a contract to book services. If you book on behalf of a household, company, estate, or property manager, you confirm that you have authority to provide access instructions and bind the relevant party to these Terms.

Where you create an account, you are responsible for keeping login credentials confidential and for all activity under your account. Notify us immediately if you suspect unauthorised access.

We currently serve selected areas of Lagos including Lekki, Ikoyi, Victoria Island, Ikeja, Yaba, Ajah, Magodo, and surrounding neighbourhoods listed on our Areas page. Availability may change due to traffic, weather, staffing, or operational constraints.

You agree to:

• Provide accurate address, gate, and access instructions at the time of booking
• Ensure safe entry to the Property at the scheduled start time
• Provide working electricity and water access where required for the booked service
• Secure pets and inform us of any animals that may affect the visit
• Disclose known hazards such as loose flooring, exposed wiring, or aggressive pets

If our Specialist cannot access the Property within 20 minutes of the scheduled start time due to incorrect instructions, unavailable contact persons, or denied entry, the visit may be treated as a late cancellation and charged in accordance with Section 6.

5.1 Making a booking

A Booking is confirmed when you receive written confirmation by SMS, email, WhatsApp, or in-app notification and, where applicable, when any required deposit or pre-authorisation is successful.

5.2 Rescheduling

You may reschedule a Booking free of charge if we receive at least 24 hours' notice before the scheduled start time. Reschedule requests inside 24 hours are subject to availability and may incur a fee of up to 30% of the Booking value.

5.3 Cancellations by customer

• More than 24 hours before start: full refund of any prepaid amount, or no fee for pay-on-day bookings
• Within 24 hours of start: cancellation fee of 30% of the Booking value
• Within 2 hours of start or no-show: cancellation fee of up to 50% of the Booking value

For recurring plans, cancelling a single visit follows the rules above. Cancelling the entire plan requires 7 days' notice before the next scheduled billing date unless otherwise stated in your plan agreement.

5.4 Cancellations by Pure Homes

We may cancel or reschedule where weather, safety concerns, staffing emergencies, or events outside our reasonable control make fulfilment impractical. In such cases we will offer rescheduling or a full refund of amounts paid for the affected visit.

Prices displayed on our website are in Nigerian Naira (₦) and may vary based on property size, condition, add-ons, travel distance, and specialist team size. Promotional pricing applies only for the stated period and under the stated conditions.

Payment terms:

• One-off bookings are generally due on the day of service unless prepaid online is selected
• Accepted methods include card, bank transfer, and USSD through Paystack or other approved processors
• Recurring plans are billed after each completed visit unless a prepaid package was purchased
• Late payment may result in suspension of future visits until the outstanding balance is settled
• Receipts and invoices are issued electronically to the email or phone number on the Booking

If the actual condition of the Property materially exceeds the scope described at booking, we may pause work and offer a revised quote. You may accept the revised quote or end the visit, in which case a minimum call-out charge may apply.

To help us deliver a safe, high-quality service, you agree to:

• Provide truthful information about the Property, occupants, and requested tasks
• Remove or secure cash, jewellery, documents, fragile items, and valuables before the visit
• Inform us of surfaces, finishes, or appliances requiring special products or techniques
• Ensure children and vulnerable adults are supervised during the service where appropriate
• Treat Specialists with respect and provide a harassment-free working environment
• Notify us promptly of any damage, missing items, or service concerns

Pure Homes is not responsible for loss or damage to items left unsecured, hidden defects in the Property, or pre-existing wear that becomes visible after cleaning.

Our Specialists are trained, vetted, and instructed to follow Pure Homes quality standards and safety procedures. We may substitute personnel where necessary due to illness, traffic, or scheduling, provided the substitute is qualified to perform the booked service.

Abusive, discriminatory, threatening, or unsafe behaviour toward our staff will result in immediate termination of the visit without refund and may lead to refusal of future service.

We stand behind our work. If you are not satisfied with a completed clean, notify us within 48 hours at hello@purehomes.ng or via WhatsApp with a description of the issue and, where possible, photos of the affected areas.

Depending on the circumstances, we may:

• Return to re-clean the specific areas at no additional charge
• Offer a partial credit toward your next visit
• Issue a refund where a return visit is not practical or where the issue cannot be remedied

The happiness guarantee does not cover issues caused by incorrect booking information, denied access to rooms or areas, pre-existing stains or damage, or requests outside the confirmed scope. Refunds, where granted, are at our reasonable discretion and processed to the original payment method where possible within 7 to 14 business days.

Pure Homes maintains public liability insurance up to ₦25,000,000 for qualifying incidents arising directly from our negligence during a confirmed Booking. Insurance terms, exclusions, and deductibles apply as set out in our policy documentation.

To report a claim:

• Notify us in writing within 48 hours of discovering the alleged damage
• Provide clear photographs, date and time of service, and booking reference
• Allow reasonable access for inspection and insurer review where required
• Do not dispose of damaged items before we have had a chance to assess the claim

To the fullest extent permitted by Nigerian law, Pure Homes is not liable for indirect, consequential, or special losses, loss of profit, loss of goodwill, or damage resulting from your failure to secure valuables, provide accurate instructions, or maintain the Property in a safe condition. Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded by law.

Unless otherwise agreed, Pure Homes provides eco-conscious cleaning products and standard equipment suitable for most residential surfaces. If you require hypoallergenic products, specialist stone care, or customer-supplied products, you must request this before the visit.

You are responsible for ensuring that any customer-supplied products are safe, correctly labelled, and appropriate for the intended surface. We may refuse to use products we consider unsafe or unsuitable.

When using our website or digital channels, you agree not to:

• Submit false, misleading, or fraudulent booking information
• Attempt to gain unauthorised access to our systems or customer accounts
• Scrape, copy, or commercially exploit site content without written permission
• Upload malware, spam, or harmful code
• Harass staff or other users through reviews, messages, or social channels

We may suspend access to our platform where we reasonably believe these rules have been violated.

All content on purehomes.ng, including text, branding, photography, logos, and layout, is owned by or licensed to Pure Homes and protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works without our prior written consent, except for personal, non-commercial viewing of the site.

Our collection and use of personal information is described in our Privacy Policy, which forms part of these Terms. By using our services, you acknowledge that you have read and understood it.

We are not liable for delay or failure to perform caused by events beyond our reasonable control, including severe weather, flooding, public transport shutdowns, government restrictions, power outages, civil unrest, epidemics, or failures of third-party infrastructure. We will use reasonable efforts to notify you and reschedule affected Bookings.

These Terms are governed by the laws of the Federal Republic of Nigeria. The courts of Lagos State shall have exclusive jurisdiction over disputes arising from or relating to these Terms or our services, except where mandatory consumer protection rules provide otherwise.

Before commencing formal proceedings, we encourage you to contact hello@purehomes.ng so we can attempt to resolve the matter informally within 14 business days.

We may update these Terms from time to time. The latest version will always be published on this page with a revised "Last updated" date. Material changes affecting active recurring customers will be communicated by email or WhatsApp where practicable. Continued use of our services after changes become effective constitutes acceptance of the updated Terms.

For questions about these Terms, bookings, billing, or complaints, contact us:

• Email: hello@purehomes.ng
• Phone / WhatsApp: +234 802 555 0142
• Address: 12 Admiralty Way, Lekki, Lagos 106104, Nigeria
• Hours: Monday to Saturday, 8:00 AM to 7:00 PM (WAT)