Terms & Conditions
1. GUARANTEED ACCESS
To enhance convenience and autonomy for our valued clients, we kindly request that guaranteed access arrangements be established for our cleaning crews. Clients are encouraged to organize access through various methods, including:
Combination Lockbox: Set up a secure lockbox with a unique combination code that our crew can access.
Hidden Key: Provide a hidden spare key in a discreet location.
Garage Door Code: If applicable, share the garage door code for entry.
Other Suitable Means: Clients may propose alternative access arrangements that suit their preferences.
By implementing these access options ahead of time, we can optimize our service delivery. Clients can then go about their day without waiting for our crews. While we prioritize quality over speed, please note that occasionally, appointments may run later to ensure thorough and meticulous cleaning.
2. TIMES
Our unwavering commitment to providing the highest quality service may occasionally impact our ability to offer precise arrival times. Several factors, including traffic, weather conditions, prior appointments, and unforeseen delays, can influence our scheduling accuracy.
For daily appointments scheduled after the first of the day, please be aware that their timing depends on the completion of previous appointments. The initial cleaning of the day is consistently scheduled to start at 9 AM, exclusively available for weekly or bi-weekly services from Monday through Saturday. Subsequent appointments have an approximate arrival window between 10 AM and 3:30 PM.
Rest assured, we prioritize both punctuality and service excellence, ensuring that our daily appointment commitments are met without compromising the quality of our work.
3. Quality assurance
The customer acknowledges and agrees not to conduct inspections until the cleaning crew has completed the appointment. Our procedure involves each crew member meticulously reviewing their colleagues’ work at the conclusion of the appointment to guarantee high-quality service. Therefore, should the customer wish to inspect the work, they commit to doing so at the end of the appointment, rather than during it. Furthermore, as part of our commitment to delivering top-tier service, we conduct independent, random audits and quality checks to ensure consistent performance that meets both our and your high expectations.
4. CONCERNS/ISSUES
Should any issues or concerns arise, the customer agrees to promptly contact our customer service at 943-262-2378 within 24 hours to ensure a swift resolution. In cases where concerns pertain to service quality, the customer further commits to allowing their cleaning crew to return and address the matter within 2 business days. Please note that any comments or concerns mentioned after the initial 24-hour period will be addressed during the next scheduled service date.
5. COMMUNICATION
The client acknowledges that all requests, suggestions, instructions, or scheduling preferences should be directed through our customer service hotline at 943-262-2378 or via our customer service email. Our cleaning crews are trained to focus on their tasks and maintain a strong commitment to delivering top-quality service. To ensure optimal performance and allow them to work independently without direct oversight. We welcome feedback and client involvement to fine-tune and tailor our service to specific expectations and vision.
6. SAFETY
The customer acknowledges that our cleaning crews prioritize safety above all else. Lumina Cleaners personnel undergo rigorous safety training and adhere to strict OSHA practices to ensure a secure working environment.
7. REASONABLE MARGIN OF ERROR
The client acknowledges that while our crews are highly experienced and adhere to stringent quality control procedures, a small margin of error may exist. We implement advanced certification, continuous monitoring, positive reinforcement, and efficient routing to optimize our in-home cleaning services. However, it’s important to recognize that our crews, like all humans, may occasionally miss very minor details, even with senior-level experience.
Our commitment is to provide excellent quality and professionalism, but it’s essential to understand that perfection is not a realistic standard. Therefore, the client agrees not to expect Lumina Cleaners, LLC to achieve absolute perfection and acknowledges that our operation maintains a strong commitment to delivering high-quality service as the standard.
8. CANCELLATION/RESCHEDULING POLICY
We maintain a courteous approach in our operations, benefiting both our clients and our cleaning crews. Our commitments include:
No Cancellation or Rescheduling Fees when our cancellation policy is adhered to.
Assured Scheduling for your convenience.
Dedicated Managerial Support to address any concerns.
To prevent sudden cancellations or rescheduling, we kindly request a 48-hour notice for any cancellations or rescheduling of appointments. This ensures the well-being of our cleaning crews and maintains the smooth flow of our business operations.
Please be aware that a $75 fee will apply in cases of cancellations made without the required 48-hour notice.
9. SCHEDULING AVAILABILITY
We offer weekly and bi-weekly cleaning services from Monday to Saturday, subject to availability in our schedule. Monthly visits (scheduled every 28 days) tend to require more time for thorough cleaning. Additionally, we retain the right to apply a frequency of service fee that aligns with the duration between visits to help bring your cleaning schedule back on track. This adjustment accounts for the extended time needed to clean a property when the gap between visits is longer.
10. PRICING AND INTERVAL RATES
We exercise discretion in implementing a frequency-based service fee that aligns with the time gap between cleaning visits. This approach ensures the maintenance of your cleaning schedule. Longer intervals between appointments often require additional time and effort to restore the property to its desired condition. For example, if you skip a bi-weekly visit, your subsequent appointment will be charged at the 4-week rate. This adjustment accounts for the cancellation of the last visit, resulting in cleaning occurring 4 weeks after the previous appointment, rather than the standard 2-week interval.
11. PHOTOGRAPHY AND ADVERTISING
a. Consent to Photography: By engaging our cleaning services, you grant the Company permission to photograph the interior of your property before and after the cleaning service. These photographs may be used for promotional or advertising purposes on our website, social media, marketing materials, or other advertising channels. We assure you that these photographs will focus solely on the cleaning results and will not capture any personal or sensitive information.
b. Client Anonymity: If you wish to remain anonymous or have specific areas or items excluded from the photographs, please inform us in advance, and we will honor your preferences.
c. Publication Rights: The Company retains the right to publish, display, or distribute these photographs as part of our marketing efforts, always with a focus on showcasing our exceptional cleaning services
12. LIABILITY AND DAMAGES
a. Pre-existing Damage and Wear and Tear: The Company shall not be held liable for any pre-existing damage, plumbing issues, or the wear and tear of everyday-use items in your property that were present before our cleaning service. We want to emphasize that we are not responsible for any plumbing issues or the condition of items that have naturally worn out or were already damaged prior to our arrival.
b. Damage Caused by Our Cleaning Personnel: In the rare event that any damage is caused by our cleaning personnel during the course of our service, we will take full responsibility for addressing the issue. This includes repair or replacement of any damaged items or property. Our commitment is to ensure that you are not financially burdened by any damage directly caused by our cleaning team.
13. METHODS OF PAYMENT
For your convenience, we offer multiple payment options. Please note that payment is required on the same day as the service. Our primary payment methods include checks and cash, both of which are accepted.
Additionally, we provide the option to pay with debit/credit cards. It’s important to be aware that there is a 4% processing fee associated with card payments. If you choose this method, kindly contact us at 943-262-2378 to facilitate the payment process.
14. REFUND POLICY
Please be aware that our service is non-refundable. However, customer satisfaction remains our top priority. At the end of the service, we conduct a final inspection to ensure your contentment. If, within 24 hours of the cleaning, you find any aspect unsatisfactory, please notify us, and we will promptly arrange to return and address your concerns. It’s important to note that we do not provide refunds for our services.
15. TERMINATION
The customer acknowledges that either party may terminate the service at any time without cause or dispute. In the event of termination, any outstanding charges must still be settled.
