Our Guarantee & What It Covers | Pfaff Cleaning Co.

What Is Covered

Spots that come back within 14 days. Any spot we treated that reappears within two weeks gets re-treated at no charge. Call or text, and we come back. No trip fee and no inspection charge. We will usually ask for a photo first so we know what to bring.
Floor grout repair, one year. If grout we repaired cracks or comes loose under normal use, we come back and fix it free.
Floor grout color sealing, one year. Guaranteed against peeling, flaking, or lifting from the grout line. If that happens, we redo it at no charge.
Odor, when you add deodorizer or sanitizing. We guarantee the smell comes out of what we cleaned. If it is still there, we come back. The fresh scent fades, that part is fragrance, but the odor itself stays gone because we treat the source. Smells coming from something we did not clean, like urine in the pad, a duct, or a wall, are a separate job and we will say so.
Window streaks, 7 days. If you find a streak on glass we cleaned within 7 days, call or text and we come back and fix it free. That covers our work, not hard water mineral we told you would not come out, or glass that is already etched.
Dryer airflow error codes, 14 days. Book the vent line and the lint trap housing together, Cleaning + Lint Trap or Full Service, and if an airflow code like F29, d80, or dC comes back within 14 days, we come back free and re-check the line. If the line is clear, the code is coming from the dryer, and we tell you that so you can call an appliance tech.
Dryer hose connections. We reconnect your existing hose if it is in good shape, and we do that on most jobs. The guarantee covers connections on a hose we supplied: if one comes loose, we come back and fix it free. On your own hose we will make the connection properly, but we cannot guarantee material we did not supply.
Your quoted price, 30 days. The number we send you is good for a month. If your scope has not changed, neither has the price.
The top of your range. Your price never goes above the top of the range we quoted for what you selected, unless the scope actually changes on site. If it does, you hear it before we start, not after.

What Is Not Covered

This is the part most companies leave off their website. We would rather you read it now than find out later.

Showers. Not for repair, not for cleaning, not for color sealing. A shower is wet constantly, hit with soap and product, and often has moisture moving behind the tile that nobody can see. Those decide how long the work lasts, and they are out of our control. Plenty of our shower work holds up for years. We just will not promise it.
Repairs made with grout you supply. We will use your material if you want us to, but we cannot guarantee it. Bagged grout has a shelf life of about a year and pulls moisture out of the air right through the bag, so an older bag will not reach full strength no matter how well it is mixed. Premixed grout cures in the bucket. We have no way to verify what a bag has been through before it got to us.
Permanent damage that is not soil. Bleach spots, dye loss, sun fading, urine that already damaged the fibers, etched stone, traffic lanes worn flat, and so on. Cleaning does not reverse damage. On every job we identify which spots, stains, and wear patterns may be permanent and we point them out before we start, so there are no surprises when we finish. Some things are simply out of our control.
New problems in the same area. A new settling crack somewhere else in the floor is not the repair failing.
Damage from how the surface is maintained afterward. Steam mops, acidic or abrasive cleaners, flooding the floor, and hard scrubbing all shorten the life of sealed grout. We tell you exactly what to use instead.
A color sealed floor used hard during the 7-day cure. The seal is still hardening that first week. Shoes off, no cleaning, and it lasts for years.

The Other Promises We Make

A final walkthrough. If you're home, we walk the job with you before we leave, so anything you want looked at again gets handled while we are still there.
Fully insured. If something is damaged on the job, it is covered.
No bait and switch. Our prices are published on every service page and in the quote tool. The number you see online is the number, and nobody arrives to renegotiate it.
No tip screen, no surprise fees. No fuel surcharge, no equipment fee, no card fee.
We tell you when something is not worth doing. If cleaning will not fix your problem, or a repair makes more sense than what you asked for, we say so. We have talked people out of jobs and we will keep doing it.
Same prices across our nine core cities. Chandler pays what Paradise Valley pays.
No commission structure. Nobody here earns more by selling you an add-on, which is one of the real differences between an independent and a franchise.

Respect Goes Both Ways

Mistakes happen, and when one is ours, we come back and make it right. We ask one thing in return: treat our team with the same respect we bring into your home.

Almost everyone we work for is great, and this is here for the rare time that is not the case. If a visit turns rude, abusive, threatening, or belittling, or our team gets uncalled-for comments, we will pack up and leave, and any remaining guarantee work on that job ends there.

How to Use It

Call or text (480) 389-8415. Tell us what happened and when we were out. No form, no claim number, no runaround.

We will usually ask you to text a photo first, and not to talk you out of anything. A photo tells us what we are dealing with, what to bring, and whether it is something we can fix in ten minutes or something that needs a real visit. It gets you helped faster than scheduling blind.

We are a small local company and we are on the jobs. If something is not right, you are talking to the person who did the work.

Locally owned, serving Chandler, Gilbert, Scottsdale, Mesa, Queen Creek, Tempe, Ahwatukee, Sun Lakes, and Paradise Valley.

Guarantee FAQs

Please reach us at (480) 389-8415 if you cannot find an answer to your question.

What happens if a spot comes back?

Call or text within 14 days and we come back and re-treat it at no charge. No argument and no inspection fee. We will usually ask you to text a photo first so we know what we are dealing with and what to bring.

Do you guarantee showers?

No, and we say that before you pay rather than after. A shower is wet constantly, gets hit with soap and product, and often has moisture moving behind the tile that nobody can see. Those things decide how long any repair, cleaning, or color seal lasts in there, and they are out of our control.

What if I supply my own grout for a repair?

We will use it if you want, but the repair is not guaranteed. We cannot stand behind material we did not choose and cannot verify.

Will you refund me instead of coming back?

Our remedy is to come back and make it right. That is what the guarantee covers. Anything beyond that is handled case by case, and you should call us rather than reading a policy about it.

Do I need to send a photo?

For a spot that came back, a window streak, or a problem with grout repair or color seal, usually yes. A photo tells us what we are dealing with and what to bring, so we are not scheduling a visit blind. For a dryer airflow error code, just tell us the code, no photo needed. It is not a hoop to jump through.

What if my grout is old, does grout expire?

It does. Bagged cement grout has a shelf life of roughly a year and absorbs moisture out of the air through the bag, so old grout never reaches full strength. Premixed grout cures in the bucket. That is why repairs using material you supply are not guaranteed, and why we bring our own.

How long is my quote good for?

Thirty days from the day we send it. If your scope has not changed, neither has the price.

Do you charge a trip fee to come back on a guarantee?

No. If it is covered, coming back is free, including the drive.

Our Guarantee, and What It Actually Covers