How can we help?

Help & FAQs

Getting Started

How do I create a PuraPlace Account?

When you book service an account is automatically created for you.  Simply set up your account, choose your password, and you’re ready to go. Alternatively you can create and log into your account at this link https://puraplace.launch27.com/login/

Do you service my area?

We serve the White Rock/South Surrey area and the surrounding municipalities. If you’re not located within this area, let us know where you are and we’ll get back to you quickly to confirm our availability.

What is included in a standard cleaning?

Standard cleaning takes into account everything that involves cleaning a home. Cleaning/vacuuming floors, cleaning bathrooms, kitchen, living room, dusting, etc.  We do offer extra services like cleaning inside the fridge and inside the oven, and those can be selected on the booking form when you select service. We highly recommend that all new customers start with a Deep Clean. That way we are able to attend to all of the extra detail work that will leave your home looking like new!

For safety reasons, we have a few exclusions: Unfortunately we do not have the means to clean biohazardous waste. We do not clean anything higher than what can be reached using a step-stool. We do not move any item over 25 pounds.

Do you bring your own cleaning supplies, products and equipment?

We do bring our own cleaning supplies.  If you would rather use your own supplies or a particular product in your home instead of ours, please let us know.  We are happy to accommodate any special requests.

Can I request special tasks or extras?

Absolutely. Simply respond to your confirmation email or log into your account and add any comments you would like to be applied to your service.

Do I have to be present for a cleaning?

No, absolutely not! It’s your choice to stay around or go out and take advantage of your free time.  Just let us know.   PuraPlace is here to make your life easier.

How do I book my first appointment?

Simply go to our booking form and schedule your appointment online. Alternatively you can give us a call at 778-549-4690 if there are any issues at all.

Do I really need to tell you how many bedrooms are in my home or just the ones that I want cleaned?

Yes, we need to know about all of your bedrooms, even if you don’t want some of them cleaned. The number of bedrooms in a home is a good indicator of the size of the home. This will allow us to schedule an appropriate amount of time for our Cleaning Specialists to take care of your home.

Do you bring your own cleaning supplies and equipment?

Yes, we do bring our own supplies and equipment. If you would rather we use your supplies instead of ours, please let us know. We are happy to accommodate any special requests.

Manage Your Account

How do I change my password?

You can submit a password change request on the customer login page at https://puraplace.launch27.com/login/

How do I change my address?

Log into your account and update your address in your upcoming booking. Alternatively you can can give us a call at 778-549-4690 and we will update your address for you.

How do I change my credit card?

Log into your account at https://puraplace.launch27.com/login/ and update your card on file.  Your new card will automatically be noted as your default card.

How do I change my password?

You can submit a password change request on the customer login page at https://puraplace.launch27.com/login/

SERVICES

What happens if something goes wrong during my appointment?

If something goes wrong we’re here to make it right. Please let us know right away and we’ll be there to take care of it.  That’s our promise to you!

What is your 100% satisfaction guarantee policy?

If you’re not happy, we will work with you to make it right!

Can I apply a coupon or gift card to an existing appointment?

Absolutely. Simply enter your coupon or giftcard code into the booking form as you are creating your booking.  Your final price will automatically change to reflect your coupon balance.  At any time you can log into your account and see the balance on any giftcards you have.

Trust & Safety

Can I trust my cleaning specialist?

All of our cleaning specialists are interviewed and pass a detailed background check.

Is my billing information kept safe and secure?

We have three levels of security in place. Our booking page is protected by extended validation ssl, our booking form has it’s own layer of 256 bit security and credit card transactions are processed by stripe and is layered on their own 256 security protocol. In addition, no credit card numbers are stored in our system.  We take security very very seriously.

Will you send a different team every time I book a service?

No, we will always send the same team unless specifically instructed otherwise. We know it’s important to build a trusting relationship with your cleaning team. So we do our best to keep you with the same team as long as you’re working with PuraPlace.  In cases where your regular team is out sick or unavailable, we will call or email and inform you a new team will be arriving. That way you’re never caught off-guard.