Terms of Service

Effective date: To be announced

These Terms of Service explain how booking, scope, access, and related matters work when you request cleaning services from RiverLume Cleaning Co LLC ("RiverLume Cleaning," "we," "us," or "our"). By submitting a booking request or accepting a confirmed appointment, you agree to these terms.

Booking Requests and Confirmed Appointments

Submitting a request through our website, by phone, or by email is a booking request, not a confirmed appointment. Your requested date and arrival window are preferences that we will do our best to accommodate.

Your cleaning is scheduled only after you receive a confirmation email from RiverLume Cleaning. The confirmation email describes the agreed service, scope, date, arrival window, and price. If we can't accommodate your request as submitted, we'll contact you to discuss alternatives.

Cancellation and Rescheduling

Cancellations and rescheduling are governed by our Cancellation & Rescheduling Policy. In summary:

You may cancel free of charge at least 24 hours before the start of your confirmed arrival window.
Cancellations made less than 24 hours before the start of your confirmed arrival window may incur a cancellation fee of $50, but only if that fee was disclosed and accepted during booking and is permitted by applicable law.
Rescheduling is always free, including requests made less than 24 hours before your appointment, subject to staff availability.
No cancellation fee applies to a pending booking request that has not yet been confirmed.
A cancellation or rescheduling initiated by RiverLume Cleaning never results in a cancellation fee for you.
The lockout fee described under Property Access is separate, but it is never combined with a cancellation fee for the same incident.
Cancellation requests sent by email are timed by when the message was received, not when our staff read it.
Any eligible refund of a prepaid amount is handled according to our Payment Policy and applicable law.

Payment

Payment is governed by our Payment Policy. In summary:

When you book, you choose Pay After Cleaning (no upfront payment; payment is due once the service is completed) or Pay Online with Stripe (no payment when you submit your request; after we approve your appointment and final price, we email you a secure Stripe payment link).
We never charge a saved payment method without your explicit authorization, and we never add processing fees or other fees that weren't disclosed and accepted.
We never increase a confirmed price without your authorization, and extra work requires your approval first.
Taxes are charged only when legally applicable to the particular service and location.
Refunds are normally sent to the original payment method. Bank processing times vary.

Estimates

Online estimates are calculated from the information you provide, such as the type of cleaning, square footage, number of rooms, home condition, pets, and selected extras. Please describe your home as accurately as you can. We review every request before confirming it, and if the details suggest the scope or price should be different, we'll contact you before your appointment.

Scope of Work

Your price is based on the information you provided and the scope described in your confirmation email. Our published service checklists describe our standard scope; the confirmation email reflects the final agreed scope for your appointment.

If our team finds on arrival that the home needs significantly more work than described, or you ask for tasks outside the agreed scope, we will explain what's different and ask for your approval before doing any additional work that would change the price. If you don't approve, we'll complete the originally agreed scope. We never silently raise a confirmed price.

What we don't do

For safety and quality reasons, the following are not included in any of our services:

Biohazards or bodily fluids
Mold remediation
Pest infestations
Exterior windows or work at unsafe heights
Moving heavy furniture or items that one person cannot safely lift
Handling hazardous chemicals
Specialty surface restoration (for example, refinishing stone, wood, or metal)
Junk, debris, or trash-out removal

Each service page lists additional exclusions specific to that service.

Property Access

You agree to provide our team with safe access to the property at the scheduled time. If you won't be home, you may share entry instructions (such as a lockbox or door code) during booking. Entry information is stored securely and is visible only to authorized RiverLume Cleaning staff who need it to complete your service.

If we can't get in

If our team arrives and can't access the property, for example because doors are locked, entry instructions don't work, or no one is available to let us in, we'll try to reach you using the contact details you provided. If we can't reach you or gain access within a reasonable time, we may need to leave and reschedule.

Please make sure the service address you provide is accurate. If an address is incorrect or incomplete, we may be unable to complete the appointment as scheduled.

Any fee for a lockout, missed appointment, or no-show applies only if it was disclosed and agreed to during booking.

A lockout fee of $50 may apply when our team is unable to access the property at the scheduled time, as disclosed and agreed during booking. The lockout fee is separate from the cancellation fee, but the two are never combined for the same incident.

Unsafe conditions

Our team may pause or decline any task, or the appointment as a whole, if they encounter conditions they reasonably believe are unsafe. Examples include aggressive animals, hazardous materials, structural hazards, or anything listed under What we don't do. If this happens, we'll contact you to explain and offer an adjusted scope, rescheduling, or cancellation. Any prepaid amount for work that isn't performed is refunded or applied to the rescheduled or adjusted service, as described in our Payment Policy.

Recurring Cleaning

Choosing a weekly, every 2 weeks, or every 4 weeks schedule tells us how often you'd like service. It is a schedule preference, not a paid subscription. We will not set up recurring or automatic billing without your separate, explicit consent.

You can change the frequency of your visits, skip a visit, or stop your recurring schedule at any time by contacting us. Recurring discounts and how they apply (for example, whether the discount starts with the first or second visit) are shown in your estimate and confirmation.

Satisfaction and Damage Reporting

We want every cleaning to meet the agreed scope. If something wasn't done to your satisfaction, please contact us as soon as possible after your cleaning, and include photos if you can. Prompt reports help us understand what happened while details are fresh.

We'll review your concern and work with you toward a fair resolution. Depending on the situation, that may include returning to address items that were missed within the agreed scope. We review refund requests for service-quality concerns fairly, considering the documented issues, whether we had a reasonable opportunity to return and fix them, and your rights under applicable consumer protection law. Submitting a concern does not by itself guarantee a refund or a repeat cleaning, and nothing in these terms limits rights you have under applicable law.

If you believe something was damaged during a cleaning, please tell us as soon as possible and include photos and a description. We review damage reports case by case and will respond to you directly. Please let us know in advance about fragile, valuable, or delicate items, or surfaces that need special care.

Communications and Marketing Consent

When you request or book a cleaning, we'll send transactional messages related to your service, such as request receipts, confirmations, reminders, and follow-up about your appointment.

Marketing messages, such as promotions or service announcements, are separate and optional. We send them only if you choose to receive them, and agreeing to marketing is never required to book. You can opt out at any time by using the unsubscribe link in an email or replying STOP to a text message.

Limitation of Liability

To the extent permitted by law, RiverLume Cleaning is not responsible for pre-existing damage or wear, damage caused by items or surfaces that were already unstable or improperly installed, or issues resulting from inaccurate information provided during booking. Nothing in these terms limits any rights you have under applicable law that cannot be waived.

Changes to These Terms

We may update these terms from time to time. The effective date at the top of this page shows when they were last changed. The terms in place when your appointment is confirmed apply to that appointment.

Contact Us

Questions about these terms? Reach us at:

RiverLume Cleaning Co LLC
Phone: (401) 484-8383
Email: Admin@riverlumecleaning.com
Serving Rhode Island and selected areas of Massachusetts