Terms of Service

Welcome to Lorena's Cleaning Services. These Terms of Service ("Terms") govern your use of our website lorenasscleaning.com and our cleaning services.

By accessing our website or booking our services, you agree to be bound by these Terms. If you do not agree, please do not use our services.

1. Services

Lorena's Cleaning Services provides residential cleaning services in Maryland, including:

• Recurring Cleaning: Weekly, biweekly, or monthly maintenance cleaning
• Deep Cleaning: Thorough top-to-bottom cleaning
• Move-Out Cleaning: Detailed cleaning for property transitions
• One-Time Cleaning: Single cleaning sessions

Service areas include Riverdale Park, College Park, Greenbelt, Laurel, and surrounding Maryland communities.

2. Booking and Scheduling

2.1 How to Book

You may request our services through our website, by phone, or via our chat widget. All bookings are subject to availability and confirmation by our team.

2.2 Free Quotes

We provide free, no-obligation quotes based on the information you provide. Actual pricing may vary depending on the actual condition of your home when we arrive.

2.3 Confirmation

All appointments require confirmation from our team. You will receive confirmation via email, text message, or phone call.

3. Pricing and Payment

3.1 Pricing

Prices are provided based on the information you share about your home (size, condition, service type, frequency). Additional fees may apply for:

• Homes in significantly worse condition than described
• Additional rooms or areas not initially disclosed
• Special requests or services beyond standard cleaning
• Rescheduling with less than 24-hour notice

3.2 Payment Terms

Payment is due upon completion of service unless other arrangements are made in advance. We accept various payment methods, which will be disclosed at time of booking.

3.3 Late Payments

Late payments may incur additional fees. We reserve the right to suspend services for accounts with outstanding balances.

4. Cancellations and Rescheduling

4.1 Cancellation Policy

We understand plans change. However, we ask that you provide as much notice as possible:

• More than 24 hours notice: No fee
• Less than 24 hours notice: May incur a cancellation fee of up to 50% of service cost
• Same-day cancellation or no-show: May incur a fee up to 100% of service cost

4.2 Our Right to Cancel

We reserve the right to cancel or reschedule appointments due to:

• Severe weather conditions
• Team member illness or emergency
• Unsafe working conditions at the property
• Non-payment of previous services

5. Access to Property

You are responsible for providing safe and reasonable access to your property at the scheduled time. This includes:

• Providing keys, access codes, or being present to let our team in
• Securing pets during our visit
• Disclosing any hazards or special considerations
• Ensuring utilities (water, electricity) are functional

If we cannot access your property at the scheduled time, cancellation fees may apply.

6. Satisfaction Guarantee

7. Cleaning Products and Equipment

7.1 Our Products

We use professional-grade cleaning products that are safe for pets, children, and the environment when used as directed.

7.2 Client-Provided Products

If you require specific products (e.g., allergies, preferences), you may provide them. However, we are not responsible for the effectiveness or safety of client-provided products.

7.3 Allergies and Sensitivities

You are responsible for informing us of any allergies, sensitivities, or product restrictions before service begins.

8. Liability and Insurance

8.1 Insurance Coverage

Lorena's Cleaning Services maintains general liability insurance. Coverage details available upon request.

8.2 Damage to Property

If we damage your property during service, please notify us within 24 hours. We will investigate and address legitimate claims through our insurance where applicable.

8.3 Limitations of Liability

We are not responsible for:

• Damage from pre-existing conditions
• Items broken due to improper storage or fragility
• Personal items not properly secured
• Damage from client-provided cleaning products
• Wear and tear from normal cleaning

Please secure valuable items, breakable items, and irreplaceable objects before service.

9. Employee Conduct

Our team members are trusted professionals. We conduct background checks and provide training. If you have any concerns about a team member's conduct, please contact us immediately.

We ask that you:

• Treat our team members with respect
• Not offer tips of cash directly (tips are welcome through official channels)
• Report any concerns to management, not to the team member

10. Communications

10.1 Text Messages

By providing your phone number and consenting to text messages, you agree to receive:

• Appointment confirmations and reminders
• Service updates
• Follow-up communications
• Marketing messages (only with explicit opt-in)

Standard message and data rates may apply. Reply STOP to unsubscribe. Reply HELP for help.

10.2 Email Communications

By providing your email, you agree to receive service-related emails. You may unsubscribe from marketing emails at any time.

11. Referral Program

From time to time, we may offer referral incentives. Details of any active referral program will be provided separately. All referral programs are subject to change or discontinuation.

12. Website Terms

12.1 Acceptable Use

When using our website, you agree not to:

• Use the website for illegal purposes
• Attempt to gain unauthorized access
• Interfere with website functionality
• Copy or distribute our content without permission
• Submit false or misleading information

12.2 Intellectual Property

All content on our website (text, images, logos, design) is the property of Lorena's Cleaning Services and protected by copyright. You may not use our content without written permission.

13. Privacy

Your privacy is important to us. Please review our Privacy Policy for information about how we collect, use, and protect your personal information.

14. Dispute Resolution

In case of disputes, we encourage direct communication with our team to resolve issues. If we cannot resolve the matter directly:

• Disputes will be governed by the laws of the State of Maryland
• Any legal action must be filed in Maryland courts
• Both parties waive the right to class action lawsuits

15. Changes to These Terms

We may update these Terms from time to time. Continued use of our services after changes constitutes acceptance of the updated Terms. Significant changes will be communicated via email or website notice.

16. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

17. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Lorena's Cleaning Services regarding our services.

By using our services, you acknowledge that you have read, understood, and agree to these Terms of Service.