TERMS OF SERVICE & SERVICE POLICIES
LumaHive Cleaning Services
(a DBA of LumaHive Solutions LLC)
Last Updated: January 12, 2026
These Terms of Service & Service Policies (“Terms”) govern all cleaning services provided by LumaHive Solutions LLC, operating under the business name LumaHive Cleaning Services (“Company,” “we,” “us,” or “our”).
By booking, purchasing, or receiving any service from LumaHive Cleaning Services, the client acknowledges that they have read, understood, and agreed to these Terms.
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1. Scheduling & Arrival Windows
After checkout, our team will contact the client within 24 business hours to confirm the service date and estimated arrival window.
• Booking and payment do not guarantee an exact arrival time until confirmed by the Company.
• Arrival times are provided as time windows, not exact times.
• Delays may occur due to traffic, weather conditions, or prior appointments. Clients will be notified if significant changes occur.
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2. Scope of Services
Services are performed strictly according to the scope selected at the time of booking, including:
• Home size
• Number of rooms and bathrooms
• Type of cleaning service
• Add-on services selected
Any services, areas, or tasks not expressly included in the booking are excluded unless approved as an additional service.
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3. Add-On Services & Final Pricing
• Add-on services selected during checkout are optional and included in the total price paid online.
• Additional services may be required or requested during the visit based on the actual condition of the property.
• Any on-site add-ons or service upgrades will be clearly explained and approved by the client before charges are applied.
• Additional charges may be collected on-site via Square or invoiced electronically.
Final pricing may vary if the property condition or scope of work differs materially from what was represented at the time of booking.
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4. Property Condition & Accuracy of Information
Pricing is based on the accuracy of the information provided by the client.
If the property:
• Requires excessive deep cleaning
• Contains heavy pet hair, grease, buildup, or clutter
• Includes additional rooms, bathrooms, or areas not disclosed
The Company reserves the right to:
• Adjust pricing
• Recommend an upgraded service
• Decline or discontinue service if conditions prevent safe or reasonable performance
Clients will always be informed before any additional charges are applied.
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5. Access to the Property
Clients are responsible for providing safe, timely, and unobstructed access to the property at the scheduled time.
Failure to provide access, incorrect access instructions, or restricted entry may result in the appointment being treated as a no-show and applicable fees may apply.
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6. Pets & Safety (IMPORTANT)
For the safety of our staff, all pets must be secured during the scheduled service.
If our team is unable to safely access or perform the service due to:
• Unsecured pets
• Aggressive or disruptive animals
• Client refusal to secure pets
The appointment may be cancelled on-site and treated as a no-show.
In such cases:
• An 80% charge of the base service price will apply
• No refunds will be issued
This charge reflects:
• The confirmed attendance of the cleaning staff
• Compensation paid to cleaners and/or independent contractors
• Reserved service time and operational costs
At the Company’s sole discretion, a partial credit or rescheduling option may be offered in exceptional circumstances.
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7. Climate Conditions (Heating & Air Conditioning)
For health and safety reasons, the property must have reasonable climate conditions during the service.
• During winter, adequate heating must be provided.
• During summer, adequate ventilation or air conditioning must be available.
If extreme temperatures inside the property prevent safe or reasonable working conditions, the Company reserves the right to:
• Pause or discontinue the service
• Reschedule the appointment
• Apply applicable fees if staff attendance has occurred
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8. Cancellations, Rescheduling & No-Shows
• Appointments may be canceled or rescheduled with at least 24 hours’ notice without penalty.
• Cancellations within 24 hours may be charged up to 50% of the base service price.
• No-shows, denied access, unsecured pets, or unsafe conditions may be charged up to 80% of the base service price, as outlined in these Terms.
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9. Payments
• Online payments are processed securely through our payment provider.
• On-site add-ons may be charged at the time of service or invoiced.
• All prices are listed in U.S. Dollars (USD).
• Tips are appreciated but never required.
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10. Satisfaction Guarantee
If the client is not satisfied with the service:
• The Company must be notified within 24 hours of the appointment.
• Supporting photos and a description of the concern must be provided.
• At the Company’s discretion, a touch-up visit may be offered for the specific area(s) in question.
Refunds are not guaranteed and are evaluated on a case-by-case basis.
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11. Damages & Limitation of Liability
While reasonable care is exercised:
• Normal wear and tear is not considered damage.
• Any damage or breakage must be reported within 24 hours of service.
• Liability, if applicable, is limited to the cost of repair or replacement.
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12. Right to Refuse Service
LumaHive Solutions LLC reserves the right to refuse or discontinue service if:
• Conditions are unsafe, unsanitary, or unhealthy
• The scope of work exceeds what was booked
• There is harassment, abuse, or inappropriate conduct toward staff
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13. Governing Agreement
These Terms constitute the entire agreement between the client and LumaHive Solutions LLC (DBA LumaHive Cleaning Services) regarding cleaning services. By booking or paying for services, the client confirms acceptance of these Terms.