claims

A service claim is a formal request for resolution when our work doesn't meet the standards outlined in your service agreement. Claims are typically filed for property damage during service, quality concerns with completed work, or discrepancies in AI-generated reports. 

Each claim is carefully evaluated with supporting documentation to ensure a fair and timely outcome. If you're unsure whether your situation qualifies or would like guidance before filing, our team is here to help you understand your options. 

We handle several types of claims, each with specific deadlines and resolution processes:

• Property Damage: Physical damage or loss that occurs during our service (broken items, spills, scratches)
• Service Quality: Work that doesn’t meet our standards (missed areas, incomplete cleaning, improper techniques) 
• Assessment Issues: Concerns about on-site property evaluations conducted by our assessors (missed observations, incomplete evaluation) 
• AI Report Errors: Inaccuracies or mistakes in AI-generated reports (incorrect data, misinterpretations, processing errors)
• Other Disputes: Payment issues, billing questions, quote disputes, or other contractual matters 

Each claim type has different deadlines and liability limits detailed below. 

Claims must be submitted within specific timeframes based on issue type:

Property Damage

• Deadline: 24 hours after service completion
• Covers: Breakage, damage, or loss during service

Service Quality (Non-Damage Issues)

• Deadline: 24 hours after service completion
• Covers: Incomplete work, quality concerns, service standards 

Assessments & AI Reports 

• Deadline: 30 days after report delivery
• Covers: Report errors, assessment concerns, data issues

All Other Disputes

• Deadline: 1 year from issue date
• Covers: Payment issues, billing questions, quote disputes, or other contractual matters  

Important: Claims filed after these deadlines may not be eligible for review.

Before filing a claim, we recommend reviewing our full Terms & Conditions for complete details on liability limits, dispute resolution procedures, and your rights.  

If you need to file a claim, please provide the following information through one of our submission channels: 

• Name and contact information
• Property address
• Service date
• Description of the issue
• Supporting documentation (photos required for all property damage claims; copies of relevant reports for AI report disputes; service records or communications for quality concerns)  

Submission Methods

• Form: Complete the claims submission form on this page.
• Email: support@alpaca-crew.com
• Mail: 548 Market Street, PMB 948619, San Francisco, CA 94104

Note: Claims without required documentation may be delayed or denied. We may request additional information during our review. 

• Within 1 Business Day: We confirm receipt and issue a reference number
• Within 5 Business Days: Our review begins; additional information may be requested
• Within 30 Days: We provide a final decision or status update

Complex claims requiring extended investigation will receive progress updates throughout the process.

Maximum liability varies by service type as outlined in our Terms & Conditions:

Property Damage During Cleaning Services 

• Maximum Liability: Lesser of: (a) actual depreciated value, (b) $5,000, OR (c) total fees paid in the 12 months preceding the claim
• Exclusions: Pre-existing damage, undisclosed fragile items, undisclosed high-value items (over $500), improperly installed fixtures, hidden conditions not visible during service 

Note: Comparative negligence applies if client factors contributed to damage

Property Damage During Assessments

• Maximum Liability: $500 per incident 
• Exclusions: Pre-existing damage, undisclosed fragile items, undisclosed high-value items (over $500), improperly installed fixtures, hidden conditions not visible during assessment 

Service Quality Issues (Non-Damage)

• Maximum Liability: Service fee for the affected appointment 
• Remedy: Re-service, partial credit toward future services, or other remedies at our discretion
• Exclusions: Pre-existing stains or wear, results limited by property condition, inadequate client preparation, client-provided products or equipment, conditions beyond standard cleaning scope

Note: No monetary damages beyond the service fee; resolution through re-service or credit only 

Assessment Quality/Errors

• Maximum Liability: Assessment fees paid
• Covers: Assessor errors, missed observations, incomplete evaluation during on-site visit
• Exclusions: Hidden or inaccessible conditions, property changes after assessment, conditions requiring professional inspection, client-provided inaccurate information

AI Report Errors

• Maximum Liability: Equals assessment fees paid in the 12 months preceding the claim, not to exceed the lesser of: (a) $1,200 for pilot members, or (b) annual subscription fees paid for subscription members  
• Covers: AI-generated report inaccuracies, misinterpretations, or data processing errors
• Scope: AI reports are advisory tools, not professional inspections 
• Exclusions: Hidden or inaccessible conditions, property changes after assessment, conditions requiring professional inspection, client-provided inaccurate information

Quote Reviews (No Assessment)

• Maximum Liability: None – quotes are non-binding estimates only 

Note: Quotes are based on client-provided information and photos. Actual pricing may differ if on-site conditions vary from what was described. No AI reports or property assessments are provided. 

Most disputes are resolved through binding arbitration in San Francisco County, California, rather than through court proceedings. Limited exceptions apply.

By agreeing to our Terms, you waive your right to a jury trial and to participate in any class-action lawsuit. 

For complete details, please refer to our full Terms & Conditions. 

Governing Law

Claims are subject to California law and the timeframes specified above. Claims filed beyond statutory limits are barred.

Terms Prevail

This page summarizes key policies. In any conflict between this summary and our full Terms & Conditions, the Terms control.

Questions?

Contact our team:

• Email: support@alpaca-crew.com
• Phone: (510) 731-6110
• Address: 548 Market Street, PMB 948619, San Francisco, CA 94104