terms of service

Our Terms of Service establish clear, professional guidelines to ensure a structured, transparent, and seamless experience when booking and receiving cleaning services. These policies are designed to uphold service quality, operational efficiency, and mutual accountability, creating a professional and hassle-free experience for both clients and our team.

The Terms of Service comprehensively outline scheduling, payment policies, deposits, cancellations, and service expectations, ensuring clarity in every transaction. Defined policies help prevent misunderstandings, protect client and company resources, and provide a structured framework for handling service modifications, cancellations, and quality concerns.

By booking and utilizing our services, clients acknowledge and agree to these terms, which are designed to ensure consistency, uphold legal and regulatory compliance, and maintain the highest service standards. Clear expectations promote fairness, transparency, and a smooth service process from start to finish.

For any questions or further clarification, our team is readily available to assist. We are committed to providing a professional, efficient, and high-quality experience from the moment of booking through service completion.

1.1 Booking Your Cleaning Appointment

All bookings are subject to written confirmation from alpaca-crew. A deposit must be received within 24 hours to secure an appointment. Failure to submit payment may result in automatic cancellation. Scheduling an appointment alone does not guarantee availability until alpaca-crew confirms the booking.

Deposit Requirements

• Services under $200 → $75 deposit, applied toward the total service cost.

• Services between $200 and $250 → $100 deposit, applied toward the total service cost.

• Services above $250 → 50% deposit of the total service cost required before service.

• Commercial Clients → 50% deposit of the estimated service cost required at booking (customized terms may apply for recurring services).

• Assessments → A $100 non-refundable assessment fee applies to all initial property evaluations. If the client accepts the customized cleaning plan within seven (7) days, the fee will be credited toward the first service.

For credit card payments, a pre-authorization hold equal to the remaining balance (after deposit) will be placed 24 hours before service, with the full charge processed upon service completion.

1.2 Payments & Refund Policy

Accepted Payment Methods

Payment is due in full on the day of service via:

• Cash
• Check
• Credit Card
• PayPal
• Venmo
• Apple Pay

Refund Policy

• Refunds will not be provided for completed services.

• If concerns arise, clients must notify alpaca-crew within 24 hours. A re-service may be provided at no additional charge if necessary.

• Refunds will not be issued for dissatisfaction resulting from pre-existing damage, permanent stains, material limitations, or conditions beyond alpaca-crew’s control.

1.3 Cancellation & Rescheduling Policy

Clients may cancel or reschedule without penalty if notice is provided at least 24 hours in advance. If a client requests a refund, an administrative fee will be deducted from the deposit unless the client chooses to retain the deposit as a service credit.

1.3.1 Cancellations Made at Least 24 Hours in Advance

Clients may request a deposit refund (minus an administrative fee) or retain the deposit as a service credit to avoid deductions.

• Services under $200 → $15 administrative fee deducted from the deposit.

• Services between $200 and $250 → $20 administrative fee deducted from the deposit.

• Services above $250 → 10% of the total service cost deducted from the deposit.

• Commercial Clients → Custom cancellation terms apply per contract.

Clients who retain their deposit as a credit will not be charged an administrative fee.

Deposit refunds must be requested in writing. Refunds may take up to seven (7) business days to process.

1.3.2 Cancellations with Less Than 24 Hours’ Notice

• Services under $250 → $100 cancellation fee or 50% of the total service cost (whichever is greater).

• Services between $250 and $500 → 60% of the total service cost is charged.

• Services above $500 → 75% of the total service cost is charged.

• Commercial Clients → The 50% deposit is forfeited if cancellation occurs within 48 hours of the scheduled service.

1.3.3 Same-Day Cancellations (Within 12 Hours of Appointment)

• Services under $250 → 75% of the total service cost is charged.

• Services between $250 and $500 → 90% of the total service cost is charged.

• Services above $500 → 100% of the total service cost is charged (non-refundable).

• Commercial Clients → A charge of up to 75% of the total service cost may apply.

1.3.4 No-Shows

If our team arrives and cannot access the property, the full service amount is charged.

• If the cleaning team must wait longer than 15 minutes, a late fee of $25 or 10% of the total service cost (whichever is greater) will apply.

• If no access is provided within 30 minutes, the appointment is considered a no-show, and full payment is required.

If alpaca-crew is unable to access the property due to incorrect access codes, locked gates, unresponsive clients, or undisclosed security restrictions, the full service amount will be charged.

1.3.5 Rescheduling

• Clients may reschedule up to four (4) times with at least 24 hours' notice at no additional charge.

• If rescheduling exceeds four times, the deposit may be forfeited.

1.3.6 Special Circumstances Requiring Full Payment

In certain situations beyond alpaca-crew’s control, full payment will be required, even with advance notice. These include, but are not limited to:

• Inaccessible properties – Incorrect access codes, locked gates, unresponsive clients.

• Unsafe or hazardous conditions – Presence of mold, biohazards, pests, excessive hoarding, or structural risks.

• Excessive clutter or undisclosed property conditions – If the property's condition differs significantly from what was disclosed at booking, making the scheduled cleaning unfeasible.

• Unrestrained pets or unsafe environments – If pets are unrestrained and pose a safety risk, or if excessive pet waste creates an unsanitary work environment.

• Occupants refusing service after confirmation – If a resident refuses service or does not allow the cleaning team to proceed.

• Job scope misrepresentation – If the property requires a different level of service than what was booked, and the client declines to adjust the service accordingly.

alpaca-crew reserves the right to refuse or discontinue service if the property presents conditions that prevent safe and effective cleaning. If service is declined due to undisclosed hazards, no refunds will be issued, and clients must book a new appointment.

1.3.7 Weather-Related Cancellations

If severe weather conditions prevent service from being performed safely, alpaca-crew will:

• Offer rescheduling options at no additional charge.

• If rescheduling is not possible within a reasonable timeframe, deposits may be refunded at the company’s discretion.

1.4 Recurring Service Discounts

• Clients who book weekly, bi-weekly, or monthly services receive discounted rates.

• Skipping a scheduled cleaning may result in an adjusted frequency and price.

• Clients must provide at least 24 hours' notice to reschedule without affecting their discount eligibility.

If a client cancels or reschedules two consecutive appointments, alpaca-crew may reassess pricing based on the new service frequency.

1.5 Additional Fees & Pricing Adjustments

Certain conditions may require additional labor, resources, or specialized cleaning methods, which may result in extra charges. These include but are not limited to:

• Travel Fees – A surcharge may apply for properties outside alpaca-crew’s standard service area to cover travel time and fuel costs. Clients will be notified of applicable travel fees before booking confirmation.

• Emergency or Last-Minute Requests – Expedited services requiring cleaning outside normal business hours, on holidays, or with less than 24 hours’ notice may incur a rush fee, subject to availability.

• Excessive Clutter or Hazardous Conditions – If a property requires significantly more time or labor than initially disclosed due to clutter, post-renovation debris, pet-related mess, or biohazards, an additional charge may apply. If conditions pose a safety risk, alpaca-crew reserves the right to refuse service.

• Specialized Cleaning Requests – If a client requests non-standard cleaning techniques, premium cleaning products, or high-intensity treatments (e.g., deep sanitization, upholstery steaming, high-ceiling dusting), additional fees may apply.

• Undisclosed Property Conditions – If a property presents excessive clutter, hazardous materials, pest infestations, or structural issues that were not disclosed at booking, additional labor charges will apply, or service may be declined.

Notification & Approval

Clients will be notified of any additional charges before services proceed. If a client declines necessary adjustments, alpaca-crew reserves the right to cancel the service and retain the deposit to compensate for lost scheduling time.

1.6 Service Fees & Commercial Pricing

alpaca-crew’s service fees are based on:

• Property size and condition at the time of booking.

• Disclosed cleaning requirements (scope of work, specific areas to be addressed).

• Labor, equipment, and specialized cleaning methods necessary to complete the job effectively.

If a property requires significantly more time, labor, or resources than initially disclosed, alpaca-crew reserves the right to adjust pricing or decline service if an agreement cannot be reached.

Commercial Client Pricing

Pricing for commercial clients is customized based on:

• The size and complexity of the space.

• The frequency of services (daily, weekly, bi-weekly, monthly).

• Any special requests requiring additional labor, specialized cleaning products, or extended service hours.

Commercial service rates may be reassessed periodically to reflect changes in service needs or increased cleaning frequency.

Scope Adjustments & Client Responsibility

• If a client requests additional services or modifications beyond the original agreement, pricing will be revised and communicated for approval before work begins.

• If conditions prevent alpaca-crew from performing the scheduled cleaning (e.g., locked doors, unrestrained pets, safety hazards), full payment may still be required per the cancellation policy.

• Clients must ensure the property is ready for cleaning. If major adjustments are needed, alpaca-crew will make reasonable efforts to accommodate, but service modifications may result in adjusted pricing or rescheduling.

2.1 Our Cleaning Crew

Our cleaning professionals are highly trained, background-checked, and insured to ensure safe, reliable, and high-quality service.

• Residential Clients – One to two cleaners are typically assigned unless otherwise specified.

• Commercial Clients – A designated cleaning team is assigned based on the size, complexity, and specific needs of the project.

While our team performs observational assessments during cleaning, alpaca-crew is not responsible for detecting or diagnosing structural issues, safety hazards, or maintenance concerns beyond the scope of our services. Clients should consult a licensed professional for any concerns requiring inspection, repair, or specialized maintenance.

2.2 Service Expectations

alpaca-crew is committed to delivering professional, high-quality cleaning services. However, cleaning effectiveness may be limited by pre-existing conditions beyond our control.

• Cleaning results may be affected by stains, permanent damage, improper materials, or lack of prior maintenance.

• Some materials and surfaces may not be restored to their original condition despite best efforts.

• Our team strictly adheres to the agreed-upon service package and will not perform tasks outside the scheduled scope.

If additional cleaning services are needed, they must be requested and approved in advance to ensure proper scheduling and pricing adjustments.

2.3 Preparing for Your Cleaning Appointment

To ensure an efficient and seamless cleaning process, clients are responsible for:

• Securing fragile or valuable items before the cleaning crew arrives.

• Providing clear instructions in advance for any special requests or areas of focus.

• Ensuring access to running water and electricity throughout the scheduled service time.

Failure to prepare the space accordingly may impact service quality and result in additional charges or delays.

2.4 Cleaning Arrival Time

• Our team makes every effort to arrive within the scheduled timeframe.

• If unexpected delays occur, alpaca-crew will notify clients via phone or text as soon as possible.

• Clients should allow for a 30-minute arrival window to accommodate traffic and scheduling adjustments.

2.5 Unreachable Areas & Heavy Items

For safety and liability reasons, our cleaning team cannot move furniture exceeding 50 lbs or clean areas that are not safely accessible, including:

• High shelves, ceilings, or fixtures requiring ladders beyond two steps.

• Areas behind large furniture, appliances, or obstructive objects that cannot be moved easily.

Clients should clear obstructed areas in advance to ensure full access for cleaning. alpaca-crew is not liable for incomplete service caused by blocked or inaccessible areas.

2.6 Service Limitations

alpaca-crew specializes in cleaning and light property maintenance observations. Our services do not include:

• Heavy-duty remediation, such as pest removal, mold treatment, hoarding cleanup, or flood restoration.

• Exterior cleaning, including gutter cleaning, roof washing, or pressure washing requiring specialized safety equipment.

• Disassembly of appliances or furniture for internal cleaning.

Clients must hire licensed professionals for specialized services beyond standard cleaning. alpaca-crew is not responsible for third-party contractor work or any issues arising from services provided by outside vendors hired by the client.

2.7 Right to Refuse Service

alpaca-crew reserves the right to refuse or discontinue service if the property presents hazardous conditions that prevent safe and effective cleaning. Service may be refused if:

• The property contains biohazards, mold, pest infestations, or other unsafe conditions.

• Excessive clutter, hoarding, or obstructive items prevent proper cleaning.

• Health and safety concerns arise for our cleaning professionals during the service.

If service is refused upon arrival, a cancellation fee of $100 or 50% of the service cost (whichever is greater) will apply.

2.8 Observations & Third-Party Liability

While alpaca-crew provides observational feedback regarding visible maintenance concerns, we do not conduct formal property inspections.

• Our team does not diagnose, repair, or guarantee the resolution of any maintenance issues.

• Observations made during cleaning are for client awareness only and should not be treated as professional assessments.

• Clients are solely responsible for hiring licensed contractors for repairs or inspections.

alpaca-crew is not liable for work performed by third-party contractors or for any issues arising from maintenance actions taken based on our observations.

2.9 Use of Customer Equipment

Clients may request that our team use their personal vacuums or cleaning tools; however, alpaca-crew is not responsible for any damage to or caused by customer-owned equipment.

• If a client-provided tool malfunctions or causes property damage, alpaca-crew will not be held liable.

• Clients assume full responsibility for the functionality, maintenance, and performance of any personal equipment provided for service.

2.10 Cleaning Supplies

alpaca-crew provides all necessary cleaning products and tools to ensure consistent quality and safety.

• If a client requests the use of specific cleaning products, they must provide them in advance.

• If a client provides their own cleaning agents, alpaca-crew is not responsible for any adverse effects, including but not limited to surface damage, discoloration, or chemical reactions.

Clients assume full responsibility for the suitability of any cleaning products they request to be used.

2.11 Breakage, Damage & Loss Policy

Our team exercises extreme caution when handling household items and valuables. However, accidents can occur.

• alpaca-crew is not responsible for pre-existing damage, fragile items, or improperly installed fixtures.

• Unsecured valuables, delicate décor, or sensitive materials left in cleaning areas are the client’s responsibility.

Damage Claims:

• Any concerns regarding accidental damage must be reported within 24 hours via email or phone, with supporting photos for review.

• Claims made after the 24-hour period may not be eligible for reimbursement or repair.

Clients should secure delicate and high-value items before their scheduled cleaning.

2.12 Weather-Related Cancellations

If severe weather conditions prevent service from being performed safely, alpaca-crew will:

• Offer rescheduling options at no additional charge.

• If rescheduling is not possible within a reasonable timeframe, deposits may be refunded at the company’s discretion.

3.1 Lockouts & Entry Access

• If our team cannot access the property within 15 minutes of arrival, the appointment will be canceled, and a cancellation fee of $100 or 50% of the service cost (whichever is greater, up to a maximum of $250) will apply.

• Clients are encouraged to provide a key, access code, or alternate entry instructions in advance to prevent delays or lockouts.

• If access issues arise, alpaca-crew will attempt to contact the client by phone or text before marking the appointment as a no-show.

3.2 Keys & Security

To ensure secure and convenient access, clients may choose from the following options:

Secure Access Options:

• Lockboxes: Our team will retrieve the key from the designated lockbox and return it securely upon service completion.

• Digital Access Codes: Clients may provide an entry code, which will remain confidential and used exclusively for scheduled services.

Liability Disclaimer:

• If a key is left in an unsecured location, alpaca-crew is not responsible for any loss, theft, or damage related to unauthorized access.

• If a key is lost or misplaced before service, clients must provide an alternative entry method or reschedule, which may result in additional fees.

• Clients assume full responsibility for ensuring keys and entry instructions are secure and accurate before service.

3.3 Alarm Systems

• If the property has an active security alarm, clients must: 

• Disable the alarm before service or

• Provide an access code and specific instructions to prevent activation during entry.

• If an alarm code changes, clients must notify alpaca-crew in advance to avoid lockout charges.

• alpaca-crew is not responsible for false alarms triggered due to undisclosed or miscommunicated alarm settings.

• Clients are responsible for any false alarm fees or penalties imposed by security companies, law enforcement, or alarm monitoring services due to incorrect alarm deactivation.

3.4 No Liability for Pre-Existing Damage

alpaca-crew takes every precaution to protect property and belongings; however, we are not responsible for pre-existing damage to:

• Furniture, flooring, or fixtures that were already worn, cracked, loose, or damaged before cleaning.

• Scratches, nicks, or stains that cannot be removed with standard cleaning methods.

• Items that were improperly installed, loosely secured, or fragile before service.

• High-risk areas such as chandeliers, glass surfaces, electronic displays, or delicate artwork that may be affected by standard cleaning.

Clients should inform our team of any pre-existing damage before cleaning to ensure proper care and handling.

3.5 Customer Responsibility for Health & Safety

Clients are responsible for disclosing any potential health or safety hazards before our team arrives. This includes, but is not limited to:

• The presence of mold, asbestos, lead paint, hazardous chemicals, or biohazards.

• Any aggressive or unrestrained pets that could pose a safety risk to the cleaning staff.

If a health or safety risk is identified during service, alpaca-crew reserves the right to terminate the appointment immediately.

• If an unrestrained pet prevents safe cleaning, the client may be asked to remove or secure the pet before service continues.

• If the issue is not immediately resolved, the appointment will be canceled, and a cancellation fee will apply per the cancellation policy.

4.1 Add-On Services & Extra Charges

Additional services must be requested in advance and may incur extra charges based on time, labor, and materials required. These services include but are not limited to:

• Dishwasher cleaning

• Garage cleaning

• Carpet shampooing

• Oven and refrigerator cleaning

• Pet hair removal

• Interior window washing

• Deep cleaning of blinds, baseboards, and fixtures

Clients should confirm pricing and availability for add-ons at the time of booking. If additional services are requested on the day of service, they may be subject to scheduling availability and extended service fees.

4.2 Pets

For the safety of both pets and staff, the following policies apply:

• Residential Clients: Pets must be secured in a separate area during the cleaning process. If a pet interferes with service, our team may discontinue cleaning, and the cancellation policy will apply.

• Commercial Clients: Pets should not be present in cleaning areas during service to prevent disruptions and maintain a safe workspace.

Clients are responsible for ensuring their pets do not create hazardous conditions, such as excessive pet waste or aggressive behavior.

4.3 Parking & Access

Clients must ensure convenient and legal parking for the cleaning team.

• If parking is unavailable, additional fees may apply to cover paid parking expenses.

• If our team cannot access the property due to parking restrictions, the cancellation policy will apply, and a cancellation fee may be charged.

For Commercial Clients:

• Loading docks and entry points must be accessible to avoid delays.

• If special access procedures are required (e.g., security clearance, keycard access), these must be arranged in advance.

4.4 Holidays & Severe Weather

Holiday Services

• alpaca-crew does not provide service on Independence Day, Thanksgiving, Christmas, or New Year's Day.

• Clients may request service on these holidays for an additional fee, subject to staff availability.

Severe Weather

• If hazardous weather conditions prevent safe travel, appointments may be rescheduled at no additional cost.

• If a client requests service despite severe weather conditions, availability will be at alpaca-crew’s discretion, and delays or cancellations may occur without liability to the company.

4.5 No Smoking Policy

To maintain a safe and healthy work environment, smoking is strictly prohibited:

• Inside the property during the cleaning process.

• Near work areas where staff is performing tasks.

If smoking must occur during service, it must be limited to designated areas away from cleaning zones. Clients are responsible for ensuring compliance with this policy.

4.6 Chemicals & Cleaning Products

alpaca-crew ensures the use of safe and effective cleaning products while accommodating client preferences when possible.

Eco-Friendly & Non-Toxic Options

• Upon request, green-certified, non-toxic cleaning products can be used.

Specialized Cleaning Agents

• For industrial or high-traffic commercial spaces, alpaca-crew utilizes approved-grade solutions suitable for deep sanitation and maintenance.

Allergic Reactions Disclaimer

• Clients must notify alpaca-crew in advance of any known allergies or sensitivities to cleaning products.

• alpaca-crew is not liable for allergic reactions or sensitivities caused by undisclosed client conditions.

5.1 Non-Solicitation of Employees

Clients agree not to solicit, hire, or directly engage any alpaca-crew cleaning staff for personal, private, or competing services outside of our company.

• This restriction applies for 12 months after the last service date.

• Clients who violate this policy may be subject to legal action and a fee equivalent to one year’s wages of the solicited employee.

This policy protects business integrity, staff retention, and workforce investment in our skilled professionals.

5.2 Use of Technology for Scheduling & Communication

alpaca-crew uses automated scheduling and messaging platforms for service coordination.

• Clients will receive booking confirmations, reminders, and updates via text, email, or phone calls.

• Clients may opt out of promotional emails at any time by notifying us.

5.3 Feedback & Reviews

Client feedback is highly valued and contributes to continuous service improvement.

• Clients may receive discount incentives for submitting verified reviews.

• Reviews help enhance service quality and customer experience.

5.4 Disputes & Resolution Process

Clients must notify alpaca-crew within 24 hours of service completion regarding any disputes or concerns.

• We will review and attempt resolution in a professional and timely manner.

• If a resolution cannot be reached, mediation or legal proceedings may be pursued in the governing jurisdiction.

5.5 Insurance & Bonding

alpaca-crew maintains comprehensive insurance coverage for protection against:

• General Liability: Covers accidental property damage caused by our staff.

• Workers’ Compensation: Covers injuries sustained by cleaning professionals while on duty.

Claims must be filed within 24 hours of the service date for review and resolution.

5.6 Temporary Suspension of Services

We reserve the right to temporarily suspend services due to:

• Severe weather conditions affecting safe access to the property.

• Unexpected staffing shortages or emergency circumstances.

Clients will be notified immediately if a service must be rescheduled.

5.7 Third-Party Contractors & Subcontractors

alpaca-crew partners with trusted third-party vendors and subcontractors to provide specialized services beyond standard cleaning. These may include, but are not limited to:

• Mobile car washing

• Carpet cleaning and shampooing

• Exterior window washing

• Hard surface restoration

• Deep sanitization and specialized treatments

By booking with alpaca-crew, clients acknowledge and consent to the involvement of subcontractors when necessary to fulfill service requests.

Service Quality & Vendor Standards

alpaca-crew ensures that all subcontractors:

• Meet industry service quality and safety standards.

• Adhere to alpaca-crew’s operational guidelines and professionalism.

• Are licensed and insured, where required.

However, alpaca-crew does not assume liability for the performance, damages, delays, or outcomes of services provided by third-party contractors. Any disputes, concerns, or claims regarding third-party work must be addressed directly with the subcontractor.

Client Responsibility for Independent Contractors

If a client hires an independent contractor separately for services that may overlap with alpaca-crew’s work (e.g., property repairs, painting, HVAC maintenance):

• alpaca-crew is not responsible for coordinating, supervising, or ensuring the quality of the work performed by the contractor.

• If third-party work interferes with scheduled cleaning services, alpaca-crew reserves the right to reschedule or modify services as needed.

Limitations of Liability

• alpaca-crew is not responsible for any damage, delays, or quality concerns arising from subcontracted work or independent contractors hired by the client.

• Clients assume full responsibility for vetting and managing contractors hired outside of alpaca-crew’s network.

By booking services, clients agree that alpaca-crew’s role is limited to providing cleaning and property maintenance support and does not extend to overseeing subcontractor work unless explicitly outlined in a written service agreement.

5.8 Confidentiality & Data Protection

alpaca-crew maintains strict confidentiality regarding client information.

• We never share personal data without client consent.

• Clients should secure sensitive documents before service to prevent accidental handling.

5.9 Compliance with Local Laws & Regulations

alpaca-crew operates in full compliance with state and federal labor, safety, and environmental regulations.

• All services are performed in accordance with legal requirements for fair labor practices, workplace safety, and eco-friendly cleaning procedures.

5.10 Force Majeure Clause

alpaca-crew is not liable for service delays or cancellations caused by circumstances beyond our control, including:

• Natural disasters, fires, or strikes.

• Government-imposed restrictions or unforeseen emergencies.

In such cases, clients will be notified promptly, and service may be rescheduled at no additional charge.

5.11 Governing Law

These Terms of Service shall be governed, interpreted, and enforced in accordance with the laws of the state in which alpaca-crew operates.

• Any legal disputes arising from these terms shall be resolved within the appropriate jurisdiction of the governing state.

5.12 Modifications & Consent

alpaca-crew reserves the right to modify, update, or amend these Terms of Service at any time.

• All changes will be published on our website and take effect immediately upon posting.

• Continued use of our services after updates constitutes automatic agreement to the revised terms.

Clients are responsible for reviewing these terms periodically to stay informed of any modifications.

5.13 Governing Language

In the event of discrepancies between translations, the English version of these Terms of Service shall prevail.

alpaca-crew is committed to providing structured property maintenance through tailored cleaning solutions for residential and commercial clients. Our assessment and re-assessment process ensures that each property receives an appropriate service plan based on its specific condition, long-term upkeep needs, and evolving requirements.

By scheduling an assessment, clients agree to the following terms.

6.1 Initial Assessments

Purpose

An Initial Assessment is conducted to evaluate a property’s cleaning, maintenance, and preservation needs. This allows alpaca-crew to develop a customized plan that aligns with the property’s condition and ensures optimal service.

Fee Structure

• A $100 fee applies for the Initial Assessment.

• The assessment fee is credited toward the first service if the client accepts the recommended plan within seven (7) days.

• If the plan is not accepted within this timeframe, the assessment fee is non-refundable, and a new assessment may be required before services are rendered.

Discount Applicability

• Discounts included in the customized plan apply only to the first cleaning session unless specified for recurring services (e.g., weekly, bi-weekly, or monthly cleanings).

• Services booked outside the customized plan are billed at standard rates.

6.2 Re-Assessments

Purpose

A Re-Assessment is conducted to review and modify an existing cleaning plan based on changes in property conditions, such as:

• Renovations or remodeling that alter cleaning requirements.

• Seasonal changes affecting cleaning needs (e.g., increased dust, humidity).

• Increased property usage (e.g., additional household members, new tenants).

• New maintenance concerns, including furniture, flooring, pets, or high-traffic areas.

Fee Structure

• A $50–$75 Re-Assessment fee applies, depending on the property’s size and complexity.

• The fee is waived if the client accepts the updated plan within seven (7) days.

Loyalty Program Benefits

• Tier II (Oro) & Tier III (Platina) members receive one complimentary Re-Assessment per year.

• Additional Re-Assessments are available at a discounted rate of $25 for Tier II members, while Platina members receive priority scheduling.

Scope and Validity

• Discounts from a Re-Assessment apply only to updated services included in the revised plan.

• The updated plan’s pricing and service recommendations remain valid only for the timeframe specified in the assessment.

6.3 Express Assessments

Purpose

An Express Assessment is a preliminary evaluation designed for minor service requests or targeted cleaning needs. These assessments determine whether a full property assessment is necessary.

Express Assessments are ideal for:

• Single-task services such as carpet cleaning, appliance deep cleaning, or window washing.

• Small projects where a full walk-through is not required.

Fee Structure

• Express Assessments are free of charge, provided they are used for minor evaluations.

• Express Assessments do not apply to bundled or large-scale services requiring a comprehensive evaluation.

Rescheduling Limits

• Clients may reschedule an Express Assessment once at no cost.

• If an Express Assessment is canceled or rescheduled twice, a full Initial Assessment ($100) is required for further service booking.

6.4 How Cleaners Assess During Routine Services

On-Site Evaluations

During scheduled cleaning services, alpaca-crew professionals conduct real-time evaluations of property conditions. These assessments help identify:

• Dust buildup and air quality concerns requiring additional cleaning.

• Structural maintenance issues affecting long-term property care.

• High-traffic wear and tear that may require periodic deep cleaning.

These evaluations do not replace formal Initial or Re-Assessments but serve as a proactive measure to maintain a property’s well-being.

Recommendations & Service Adjustments

• If a cleaner identifies recurring issues (e.g., staining, mold risk, deep-set dirt), they will provide professional recommendations.

• Clients may choose to incorporate these recommendations into their service plan or schedule a Re-Assessment ($50–$75) for a detailed review.

Changes to Cleaning Needs

• If a property’s usage changes significantly (e.g., new occupants, pets, renovations), alpaca-crew may require a Re-Assessment to adjust the service plan.

• Clients must notify alpaca-crew of any major changes before scheduled services to prevent last-minute adjustments.

When a Full Assessment is Required

If a cleaner observes:

• Excessive buildup, material damage, or sanitation concerns,

• Structural issues affecting cleaning effectiveness,

• Major service scope changes not covered in the existing plan,a formal Initial Assessment ($100) or Re-Assessment ($50–$75) will be required.

6.5 Scope & Duration of Customized Plans

Discounts & Services

• Discounts for ongoing cleaning services (weekly, bi-weekly, monthly) apply only for the duration outlined in the plan.

• Any additional services beyond the agreed-upon scope will be billed at standard rates.

Service Updates

• If significant property changes occur (e.g., renovations, increased foot traffic, pet additions), a Re-Assessment ($50–$75) may be required to update pricing and service recommendations.

6.6 Cancellation & Rescheduling Policy

Cancellations

• Clients canceling an assessment within 24 hours of the appointment will incur a $25 cancellation fee.

• Cancellations made more than 24 hours in advance are not subject to a fee.

Rescheduling

• Clients may reschedule their assessment up to 12 hours before the appointment at no additional cost.

• Multiple rescheduling requests may result in a re-assessment fee.

6.7 Transparency

Comprehensive Documentation

• Clients receive a detailed breakdown of recommended services, pricing, and applicable discounts.

• The scope of work is clearly defined to ensure full transparency.

Clear Communication

• The alpaca-crew team will explain all aspects of the assessment and provide clients with opportunities to ask questions.

6.8 Flexibility for Clients

Declining the Plan

• Clients who decline the customized plan may book individual services at standard rates.

• The $100 Initial Assessment fee is non-refundable if the plan is declined.

Additional Options

• Clients may request a new assessment at any time if their needs change.

• Minor service adjustments can be evaluated through a quick Express Assessment (free of charge).

6.9 Loyalty Program Benefits for Assessments & Re-Assessments

Tier I (Plata) Members

• Access to standard assessment and re-assessment services at listed rates.

• No complimentary re-assessments included in this tier.

Tier II (Oro) Members

• One complimentary Re-Assessment per year.

• Additional re-assessments are discounted to $25.

Tier III (Platina) Members

• One complimentary Re-Assessment per year.

• Priority scheduling for additional assessments.

7.1 Introduction to AI-Powered Assessments & Liability Limitations

alpaca-crew integrates AI technology into its cleaning and maintenance processes to enhance service efficiency and provide predictive insights. These AI-powered assessments analyze observable property conditions to offer proactive recommendations regarding maintenance and cleaning strategies. However, it is essential for clients to understand the limitations of AI-generated insights and the responsibilities associated with their use. This section defines the scope, accuracy, and liability limitations related to AI-powered assessments, ensuring clear expectations regarding their role in property care.

7.2 Observational Nature of AI-Powered Assessments

AI-powered assessments are designed to provide insights into a property's condition based on observable factors. These assessments are not formal property inspections and should not be relied upon as definitive evaluations of structural integrity, safety, or compliance with building codes. Clients are responsible for hiring licensed professionals for specialized inspections and repairs.

7.3 Limitations of AI-Generated Reports

AI-generated reports provide predictive maintenance recommendations based on available data and property conditions at the time of service. However, AI technology may not account for hidden issues, concealed damages, or external variables such as weather-related deterioration or unreported structural modifications. Clients should use AI-generated insights as guidance rather than a substitute for professional evaluations.

7.4 No Guarantee of Accuracy

AI-powered insights rely on historical data, patterns, and real-time observations. While these assessments aim to enhance predictive accuracy, alpaca-crew does not guarantee the correctness, completeness, or real-time reliability of AI-generated reports. Variations in property conditions, environmental factors, and external influences may impact the accuracy of assessments. Clients acknowledge that AI-driven recommendations are informational and do not constitute expert or legally binding assessments.

7.5 Client Responsibility for Property Maintenance & Decision-Making

Clients are solely responsible for verifying AI-generated observations and making informed decisions regarding property maintenance. alpaca-crew does not perform repairs, structural modifications, hazard removals, or remedial work based on AI assessments. If an AI-generated report suggests potential issues, clients must seek professional evaluations before making any maintenance or repair decisions. Clients acknowledge that delaying professional assessments or relying solely on AI-generated reports may result in increased repair costs or safety hazards.

7.6 Liability Disclaimer

alpaca-crew is not liable for:

• Any errors, omissions, or inaccuracies in AI-generated reports, assessments, or service recommendations.

• Hidden structural defects, hazardous materials, or maintenance issues that fall outside the scope of AI-powered assessments.

• Financial losses, repair costs, or legal disputes resulting from reliance on AI-generated insights without professional verification.

• Any delays, damages, or safety hazards caused by a failure to take timely action on AI-generated recommendations.

• Unforeseen property damages, including those resulting from undetected leaks, electrical faults, or foundation instability, even if AI assessments fail to identify them.

• Disruptions or inconveniences caused by incorrect, outdated, or missing data within AI-generated reports.

7.7 Third-Party Contractors & Professional Recommendations

alpaca-crew may provide general recommendations for third-party contractors based on AI-powered assessments, but we do not endorse, supervise, or guarantee the work of any third-party service provider. Clients must independently research, vet, and hire qualified professionals for any repairs, inspections, or specialized maintenance services. alpaca-crew is not liable for any damages, financial losses, disputes, or service failures related to third-party contractors hired by clients.

7.8 AI-Driven Service Adjustments & Client Preferences

AI-powered service optimizations may suggest adjustments to cleaning frequencies, techniques, or service areas based on evolving property conditions. However, clients retain full control over service selections and must formally approve modifications before implementation. AI-generated recommendations do not override client preferences or pre-established service agreements.

7.9 Data Use & Privacy Protection in AI-Powered Assessments

AI-powered assessments do not store, analyze, or process sensitive personal data beyond property condition insights, service history, and scheduling preferences. AI-generated recommendations are not shared with third parties unless legally required or when clients request external service provider referrals. All customer data, AI-driven reports, and service logs remain confidential under alpaca-crew’s Privacy Policy.

7.10 Evolution of AI Technology & Service Enhancements

AI technology continuously evolves to improve predictive maintenance tracking and service optimizations. alpaca-crew reserves the right to enhance, modify, or refine AI-powered assessments based on technological advancements. Clients will be notified of any significant changes affecting the scope or methodology of AI-driven evaluations, and continued use of the services constitutes acceptance of such updates.

7.11 Limitations in AI System Performance

While AI technology is designed to improve efficiency, occasional system errors, data misinterpretations, or delayed updates may occur. alpaca-crew does not guarantee uninterrupted AI-generated insights or assessments, and clients acknowledge that AI-driven services are subject to software updates, evolving data models, and potential inaccuracies.

7.12 Client Acknowledgment & Waiver of Claims

By booking services with alpaca-crew, clients acknowledge and accept the terms outlined in this section regarding AI-powered assessments, predictive maintenance tracking, and the limitations of AI-generated reports. Clients expressly waive any claims against alpaca-crew arising from reliance on AI-powered observations, reports, or recommendations. Clients further agree that alpaca-crew shall not be held liable for any direct, indirect, incidental, or consequential damages resulting from AI-driven insights or service recommendations.

8.1 Introduction

The alpaca-crew Rewards Program is designed to provide exclusive benefits, discounts, and incentives for both residential and commercial clients who engage in recurring cleaning services. By participating in the Rewards Program, clients agree to the following Terms of Service, which outline the eligibility, benefits, limitations, and conditions of the program.

8.2 Program Eligibility

8.2.1 Eligible Clients

The Rewards Program is available to both residential and commercial clients who book cleaning services with alpaca-crew.

8.2.2 Automatic Enrollment

Membership in the program is automatically activated when a client books recurring cleanings and remains active as long as they meet the required service frequency for their loyalty tier or frequency discount.

8.2.3 Non-Transferability

Rewards and discounts cannot be transferred between clients or applied to another account.

8.3 Loyalty Rewards Program

8.3.1 Tier-Based Rewards Structure

The Loyalty Rewards Program is structured into three tiers, with benefits increasing as clients book more services:

Plata (10+ Services)

• 2.5% discount on all future services.

• One-time $25 gift card upon reaching 10 services.

• One-time $50 service credit toward an add-on.

• To maintain: 8+ services per year required.

Oro (25+ Services)

• 3% discount on all services.

• $50 gift card for every 15 additional services.

• Annual $50 credit toward additional services.

• To maintain: 10+ services per year required.

Platina (50+ Services)

• 5% discount on all services.

• $100 annual gift card for continued loyalty.

• One-time $100 service credit.

• To maintain: 18+ services per year required.

8.3.2 Tier Maintenance

Clients must meet the minimum service requirements per year to retain their current loyalty tier.

8.3.3 Downgrade Policy

If a client fails to meet the required bookings, they may be moved to a lower tier until eligibility is restored.

8.4 Frequency Discounts

8.4.1 Discount Structure for Recurring Services

Clients booking recurring cleanings receive automatic frequency discounts based on their selected cleaning schedule:

Residential Cleaning Discounts

• Weekly Cleanings (4+ per month) → 5% discount per cleaning.

• Bi-Weekly Cleanings (2 per month) → 3% discount per cleaning.

• Monthly Cleanings (1 per month) → 1.5% discount per service.

Additional Commercial Discounts

• Daily Cleanings (5+ per week) → 7% discount per cleaning.

• Three-Times-Per-Week Cleaning → 5% discount per cleaning.

• Twice-Per-Week Cleaning → 3% discount per cleaning.

8.4.2 Active Status Requirement

These discounts apply immediately and remain active as long as the service frequency is maintained.

8.4.3 Requalification Requirement

If a client misses or reschedules beyond the allowed limit, the discount resets, and they must complete three consecutive cleanings again to requalify.

8.5 Grace Period for Adjusting Service Frequency

8.5.1 Temporary Adjustments

Clients who temporarily change their cleaning schedule may retain their frequency discount for a limited time:

• Residential Clients → Retain their discount for 4 weeks if their service frequency changes.

• Commercial Clients → Retain their discount for 2 weeks if their schedule is adjusted.

8.5.2 Discount Reset Policy

If services do not resume within the grace period, the discount resets, and the client must complete three consecutive cleanings again to requalify.

8.6 Rescheduling & Discount Maintenance

8.6.1 Rescheduling Allowances

• Clients may reschedule one service per quarter (every 3 months) without losing their discount, provided the service is completed within 7 days of the original appointment.

• If a client reschedules twice in one quarter, they must complete their next scheduled cleaning on time to keep the discount.

• Clients may reschedule a maximum of 3 times per year while keeping their discount.

8.6.2 Missed Services

If a cleaning is skipped entirely, the discount resets, and the client must complete three consecutive cleanings to regain it.

8.7 Pausing Services & Discount Retention

8.7.1 Long-Term Service Pauses

If a client pauses services for more than 60 days, all loyalty rewards and frequency discounts will be removed.

8.7.2 Requalification

To requalify, clients must complete three consecutive cleanings again at their chosen frequency.

8.8 Emergency Rescheduling

8.8.1 Emergency Allowance

Each client is allowed one emergency reschedule per year (e.g., due to illness, travel, or other unforeseen circumstances).

8.8.2 Timeline for Rescheduled Services

The rescheduled service must be completed within 14 days of the original appointment to maintain the discount.

8.9 Discount Cap & Stacking Rules

8.9.1 Maximum Discount Cap

Total discounts are capped at 10% per service. If a client qualifies for both loyalty rewards and frequency discounts, the combined discount cannot exceed 10% per cleaning.

8.9.2 Prioritization of Benefits

If the combined total of discounts exceeds 10%, the maximum discount applied will be 10%. Clients will still receive other benefits, such as gift cards and service credits.

8.10 Service Price Adjustments

8.10.1 Program Sustainability

alpaca-crew periodically reviews pricing to ensure the sustainability of the Rewards Program.

8.10.2 Advance Notifications

Clients will be notified in advance if any price adjustments occur.

8.10.3 Continued Value

Existing members will continue receiving the best possible value through loyalty rewards, frequency discounts, and milestone benefits.

8.11 Membership & Account Management

8.11.1 Client Hub Access

Members can manage their accounts, track rewards, and access exclusive resources via the Client Hub.

8.11.2 Available Features

The Client Hub allows clients to:

• Schedule appointments.

• Review invoices.

• Make secure payments.

• Track service history.

• Request additional services.

8.11.3 Customer Support

Clients can access the Client Hub through the alpaca-crew website or request assistance from customer support.

8.12 Program Changes & Termination

8.12.1 Modification & Termination Rights

alpaca-crew reserves the right to modify, suspend, or terminate the Rewards Program at any time, with or without notice.

8.12.2 Retention of Earned Benefits

If the program is discontinued, clients will retain all earned benefits up until the termination date.

8.12.3 Advance Communication

Any changes to the program will be communicated in advance to ensure transparency.

8.13 Fraud & Misuse of the Program

8.13.1 Violation Consequences

alpaca-crew reserves the right to suspend or remove rewards from any client who abuses the program or engages in fraudulent activity.

8.13.2 Examples of Misuse

Misuse includes, but is not limited to:

• Attempting to stack discounts beyond program limits.

• Sharing rewards with unauthorized parties.

• Booking and canceling services to manipulate rewards.

8.14 Contact & Support

For any questions regarding the Rewards Program, clients can contact alpaca-crew via:

• Email: support@alpaca-crew.com.

• Phone: (510) 731-6110.

• Website: alpaca-crew.com/rewards-program.

8.15 Acceptance of Terms

By participating in the alpaca-crew Rewards Program, clients acknowledge and agree to these Terms of Service.