These Terms of Service (referred to as "Terms") are applicable to all services provided by Lumina Life Inc. ("Lumina Life") to its customers (referred to as "you"). By engaging Lumina Life's services through any means or by placing an order for services, you unconditionally accept these Terms along with the price, scope of services, schedule, and other terms specified in the confirmation email sent by Lumina Life (referred to as the "Confirmation"). These Terms, together with the Confirmation, constitute the complete agreement between you and Lumina Life regarding the services and override any prior agreements or communications. Unless specifically agreed to in writing by Lumina Life, these Terms take precedence over any other terms and conditions presented by you. No modifications to these Terms are valid unless they are outlined in the Confirmation or are approved in writing by Lumina Life.
Safety of employees
All Lumina Life employees are covered by workers’ compensation insurance inaccordance with applicable laws.To protect the health and safety of our employees:They will not move anything heavier than 30lbs. Should you require us to clean behind heavy furniture or appliances, please move them prior to our arrival to allow access to the target area.They will not climb higher than a 3-step stool, climb any ladders or stand on any unstable surfaces.Materials that present hazards to the health or safety of our employees will be left untouched. Such hazardous materials include but are not limited to: items or areas containing any bodily fluids, excretions, needles, band substances and litter boxes. Our teams are advised to clean around the areas that contain such hazardous materials and in cases of excessive contamination, our team will vacate the area. If our team feels that their personal safety is in danger (someone in the home is intoxicated, vicious animal not contained, exposure to drugs or firearms, etc.), the team will leave the site of the services (the “Premises”) and you are still responsible for the full cost of the scheduled service. We will attempt to reach you by phone if this situation sh ould arise.
Insects
Insect infestation can also be an employee safety risk and may prevent us from cleaning the Premises. If ants, termites, roaches, fleas, bedbugs, etc., are encountered, we will not clean or vacuum the Premises. We will leave the Premises and contact you regarding the problem.
Equipment and Supplies
Lumina Life provides all required equipment, supplies, cleaning products, tools , and other items necessary to perform the services. Our team will not use any equipment, supplies, cleaning products, or other items that you supply or request be used to perform the services.
Fees
The fees quoted in the Confirmation are estimates only and may be subject to change in accordance with these Terms based on the actual condition of the Premises. Lumina Life may change its fees from time to time upon notice to you. Fees are exclusive of all applicable taxes.
Cancellations
Within two business days (48 hours) but more than one business day (24 hours) youwill be charged 50% of your scheduled serviceWithin one business day (24 hours) you will be charged 100% of your scheduledserviceIf you notify Lumina Life upon arrival that we cannot enter the Premises, you will becharged for 100% of your scheduled service.
Lock Out
If we are unable to gain entry to the Premises during the One-Hour Arrival Window, a member of our Customer Care Team will contact you via phone and/or email to request further instructions. Our team will wait for a maximum of 15 minutes beforeproceeding to their next appointment. If the team cannot obtain access within 15 minutes of arriving to the Premises, you will be charged for 100% of your scheduled service.
Access
You have a couple of options for providing Lumina Life access to the Premises. We strongly recommend that a key or a door code for the Premises be provided to Lumina Life, because your scheduled cleaning time may change for each service appointment. Your key will be kept safe and secure in our key safe. All keys are coded for security and will never have your name or address attached to them.For your safety, we do not return keys by mail. We ask that you come to your Lumina Life office and present a picture ID before a key will be released. Alternatively, your key can be returned to you during your cleaning service appointment.If it is not possible to give us your key or door code, you will need to meet the Lumina Life team at the Premises.
Security Alarm
If the Premises are equipped with a security system, please ensure that it is in the “OFF” position or inform the Lumina Life office of the codes and input sequence before your scheduled cleaning. If you choose to leave the alarm armed, we will not be held responsible for false alarms or misuse of the alarm system.
Scheduling
In order to book your One-time or Recurring Cleaning Appointments, we ask for your Time Preference Window as indicated on our website within the booking tool. We will do our best to schedule your cleaning appointment(s) within your Time Preference Window and will let you know the One-Hour Arrival Window the day prior to your appointment. When we are provided with a team preference we strive to have the same staff members clean the Premises on a regular basis; however, this is notguaranteed. Due to vacation, illness, termination, or other reasons, Lumina Life may provide replacement cleaning team members or team leader from time to time. If, due to the unique nature of the Premises, our team is unable to complete your cleaning within the amount of time requested, we may call you to ask for authorization to spend more time cleaning the Premises. We will inform you of additional costs accordingly before proceeding with the work.
One-Hour Arrival Window
We provide you with a One-hour Arrival Window relative to your scheduling time preference to allow for factors beyond our control such as traffic conditions,customers adding services, lockouts, or cancellations. Leaving a key with your local Lumina Life office or providing us with your door code(s) are the easiest ways to give us access to the Premises and relieve you from the necessity to be at the Premises to let our team in. We will try our best to meet your scheduling time preference but unfortunately, we cannot guarantee this.
Pets Escaping From The Premises
We cannot be responsible for pets that “escape” when our teams are entering/exiting the Premises. If your pet will be “roaming free” during the cleaning, please let us know in advance, so our team can be on alert when they open doors. Our teams are trained to close doors as soon as they enter and exit the Premises and will not leave doors open for long periods.
Clutter
The cleaning will be more satisfactory if our team does not have a great deal of clutter with which to contend. If the Premises are heavily cluttered, this may affect the estimate that was provided and may result in a request for additional time.
24-Hour Guarantee
Since cleaning is a very personal and human service, we realize that occasionally an area may not be cleaned to your satisfaction. We do not offer any refunds. However, if you are not 100% satisfied with the quality of cleaning of any of the serviced areas and you contact us within 24 hours of your clean, we will re-visit the Premises at no extra charge to re-clean the areas you have identified.
TO THE EXTENT PERMITTED BY APPLICABLE LAWS, EXCEPT FOR THE FOREGOING GUARANTEE LUMINA LIFE DISCLAIMS ALL GUARANTEES, WARRANTIES, AND CONDITIONS, EXPRESS OR IMPLIED, IN RESPECT OF ITS SERVICES.
Damage/Loss to Property
Lumina Life is bonded and insured. You must notify us of any damage to or loss of property within 48 hours after completion of the applicable service. Key replacement/locksmith fees are paid by Lumina Life only if keys are lost or miscoded by Lumina Life or its employees.
Lumina Life will not be liable to you for:
loss or damage to any items that are not secured in a proper manner (such as heavy pictures hanging from thumbtacks, not anchored properly to walls, etc.) any pre - existing damage such as scratches or dings in windows, paint, furniture, floors, or walls, etc. damage due to faulty and/or improper installation of any item failure of any surfaces (marble, granite, etc.) to be properly sealed and ready to clean without causing damage. All fragile and highly breakable items must be secured or removed by you prior to the cleaning appointment. If you have items you prefer we do not clean or handle, please contact our office and we will arrange to avoid those items.
LIMITATIONS AND EXCLUSION OF LIABILITYLUMINA LIFE SHALL NOT HAVE ANY LIABILITY TO YOU OR ANY THIRD PARTY OR BE REQUIRED TO PAY ANY COMPENSATION TO YOU OR ANY THIRD PARTY IF IT IS UNABLE TO PERFORM YOUR SCHEDULED SERVICE FOR ANY REASON.LUMINA LIFE’S LIABILITY FOR KEY REPLACEMENT AND/OR LOCKSMITH SERVICES ISLIMITED TO $100 PER PREMISES.LUMINA LIFE’S LIABILITY FOR ANY DAMAGE TO OR LOSS OF PROPERTY IS LIMITED TO 10 TIMES THE COST OF THE SERVICE CHARGE ON THE DAY IN WHICH THE DAMAGE OR LOSS OCCURRED.LUMINA LIFE SHALL NOT BE LIABLE FOR ANY BODILY INJURY OR ILLNESS (INCLUDING DEATH) ARISING OUT OF OR IN CONNECTION WITH ITS SERVICES.
Lumina Life shall not be liable for any indirect, punitive, consequential, incidental, or special damages (including, without limitation, lost profits, business interruption, the cost of procuring substitute services, lost opportunity, reputational loss, or data loss) arising out of or in connection with its services, even if Lumina Life is made aware of the possibility of such damages.
Wear and Tear:
Over the years, wear and tear can accumulate. Baseboards, the bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring grout lines, window tracks, etc. are all areas where wear and tear will have an impact on the final look of the cleaning. These areas may take more than one service to improve or, in some cases, it may not be possible to improve such areas by cleaning.
Employee Referral Fee:
Should you hire a present or past Lumina Life staff member to provide any cleaning services to you outside of your agreement with Lumina Life, you agree to pay Lumina Life a referral fee of $3000. This fee is due within 30 days of demand from Lumina Life. If this fee is not paid, Lumina Life reserves the right to pursue all available methods of collection.
Privacy:
By using our services, you consent to the collection, use, disclosure, and retention of your personal information by Lumina Life as set out in the Privacy Policy, which may be amended from time to time and which is incorporated into these Terms. The Privac yPolicy sets out the types of personal information that we collect through your use of our services, and the purposes for such collection, use, and disclosure.
Miscellaneous:
The legal relationship between you and Lumina Life and the interpretation of these Terms is governed by the laws of Alberta. If anything in these Terms is unenforceable, illegal, or void, then it is severed and the rest of these Terms remain in force. Failure by Lumina Life to assert any of its rights under these Terms shall not be construed as a waiver thereof.
