submit a claim

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, discrepancies in AI-generated reports, or quality concerns with completed work. 

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. 

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

AI Reports & Assessments

Deadline: 30 days after report delivery

Covers: Report errors, assessment concerns, data issues

Service Quality

Deadline: 24 hours after service completion

Covers: Incomplete work, quality issues, service standards

All Other Disputes

Deadline: 1 year from issue date

Covers: Payment disputes, billing, contractual matters

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

Required Information

All claims must include:

• Name and contact information
• Property address
• Service date
• Description of the issue
• Supporting documentation (photos required for property damage)

Submission Methods

Client Hub: Submit through your account

Email: support@alpaca-crew.com

Within 1 Business Day

Receipt confirmation and reference number issued

Within 5 Business Days

Review begins; additional information may be requested

Within 30 Days

Final decision or status update provided

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

Maximum Liability: Lesser of depreciated value or service fee for that appointment

Exclusions: Pre-existing damage, undisclosed fragile items, improperly installed fixtures

Note: Comparative negligence applies if client factors contributed to damage

AI Reports & Assessments

Maximum Liability: $100 (assessment fee paid)

Scope: AI reports are advisory tools, not professional inspections

Reference: Part 7 of Terms & Conditions

Cleaning Services

Maximum Liability: Service fee for that appointment

Scope: Not all stains, buildup, or wear can be remedied

Context: Results depend on property condition and pre-existing issues

All disputes are resolved through binding arbitration in San Francisco County, California (not through court proceedings). Class action participation has been waived.

See Sections 0.2 and 5.3 of our Terms & Conditions for complete details.

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

Before filing a claim, we recommend reviewing our Terms & Conditions:

• Section 2.10: Damage & Breakage
• Section 5.3: Disputes & Resolution
• Section 6.8: Assessment Liability
• Section 7.6: AI Services Disclaimer