Terms & Conditions

1. Introduction & Acceptance

These Terms & Conditions apply to all services requested, scheduled, approved, or received from Lumina Surfaces LLC (“Lumina Surfaces,” “Company,” “we,” “us,” or “our”).

By requesting a quote, booking a cleaning, approving an estimate, allowing our team to begin work, making payment, or receiving services from Lumina Surfaces LLC, the client (“client,” “customer,” “you,” or “your”) agrees to these Terms & Conditions.

These Terms apply to both residential and commercial clients. If a written estimate, invoice, service agreement, or signed contract includes additional terms, those written terms will also apply. If there is a direct conflict, the more specific written agreement for that job will control.

2. Scope of Cleaning Services

Lumina Surfaces LLC provides cleaning and surface care services for homes, apartments, offices, commercial spaces, retail spaces, common areas, and other approved properties throughout New Jersey, New York, Pennsylvania, and surrounding approved service areas.

Services may include, depending on the approved quote:

• General cleaning
• Deep cleaning
• Maid services
• Move-in and move-out cleaning
• Commercial cleaning
• Janitorial services
• Carpet cleaning
• Upholstery cleaning
• Tile and grout cleaning
• Floor cleaning and floor care
• Floor waxing, stripping, and refinishing for approved floor types
• Window cleaning
• Pressure washing and exterior surface cleaning where approved
• Related cleaning and maintenance services agreed to in writing

Standard cleaning boundaries

Unless specifically agreed in writing, our services do not include moving heavy furniture, lifting appliances, moving large electronics, handling fragile valuables, organizing personal documents, cleaning inside locked areas, climbing unsafe ladders, working in unsafe conditions, or performing services outside the approved scope of work.

Services we do not perform

We do not perform construction, remodeling, floor installation, flooring removal, structural repairs, plumbing, electrical work, HVAC work, pest control, mold remediation, asbestos removal, lead paint removal, hoarding cleanup, trauma cleanup, crime scene cleanup, medical waste cleanup, hazardous material cleanup, or heavy biohazard remediation.

Results may vary

Cleaning results depend on the condition, age, material, prior maintenance, previous chemical exposure, wear, staining, buildup, odor source, and overall condition of the surface or area being cleaned. We will make reasonable efforts to achieve the best possible result, but we do not guarantee complete removal of stains, odors, discoloration, scratches, grout staining, traffic lanes, wax buildup, soap scum, hard water marks, pet damage, or pre-existing damage.

Pre-existing conditions

Lumina Surfaces LLC is not responsible for pre-existing damage or conditions, including but not limited to scratches, cracks, loose tiles, damaged grout, worn finish, peeling finish, discoloration, water damage, delamination, weak seams, carpet wear patterns, upholstery wear, unstable furniture, prior chemical damage, or surfaces that are already worn, damaged, or compromised.

3. Access, Lockouts, and Keys

The client is responsible for providing safe and timely access to the property at the scheduled service time. This includes providing any necessary keys, entry codes, gate codes, building access instructions, parking instructions, elevator access, loading area access, or contact information for an authorized person on site.

Lockouts and denied access

If our team arrives at the scheduled time and cannot access the property, cannot reach the client, is denied entry, or cannot begin work because the property is not ready, Lumina Surfaces LLC may charge a lockout, cancellation, or trip fee. We may also reschedule the service at our discretion.

Keys and access codes

If the client provides keys, access codes, or alarm information, the client authorizes Lumina Surfaces LLC to use that access solely for the purpose of providing the scheduled service. Clients are responsible for making sure all access instructions are accurate and current.

Security alarms

Clients must provide accurate alarm instructions before service. Lumina Surfaces LLC is not responsible for alarm activations, police response fees, security company fees, building fines, or delays caused by incorrect, missing, expired, or changed alarm instructions.

Pets

Pets must be safely secured before our team arrives. Lumina Surfaces LLC is not responsible for pets escaping, hiding, becoming stressed, or interfering with service if they are not properly secured. We reserve the right to refuse or stop service if an animal is aggressive, unsafe, or prevents our team from working safely.

4. Pricing, Billing, and Payments

Estimates are based on the information available at the time the estimate is provided, including property size, square footage, number of rooms, service type, condition of the property, level of soil, stains, buildup, accessibility, customer-provided information, and any walkthrough or photos provided.

Price changes

Final pricing may change if the actual job conditions are different from what was described, shown, or observed. Additional charges may apply for heavy soil, excessive buildup, pet waste, stains, odor treatment, wax buildup, excessive clutter, additional rooms, difficult access, excessive furniture moving, after-hours service, parking fees, supply costs, or additional work requested by the client.

Payment due date

Payment is due on the same day the service is completed unless otherwise agreed in writing. Commercial clients may be approved for different payment terms only if those terms are confirmed in writing by Lumina Surfaces LLC.

Deposits

Lumina Surfaces LLC may require a deposit for larger jobs, recurring services, commercial jobs, specialty cleaning, after-hours work, jobs requiring special scheduling, or jobs requiring additional supplies, equipment, or staffing. Deposits may be applied toward the final balance unless otherwise stated in writing.

Credit cards on file

For recurring services, commercial accounts, or approved billing arrangements, Lumina Surfaces LLC may require a valid credit card or payment method on file. By providing a payment method, the client authorizes Lumina Surfaces LLC to charge approved service fees, cancellation fees, lockout fees, late fees, and unpaid balances in accordance with these Terms and any written estimate, invoice, or service agreement.

Late payments

If payment is not made when due, Lumina Surfaces LLC may pause future services, cancel upcoming appointments, charge reasonable late fees where permitted by law, recover returned payment fees, and take reasonable collection steps. The client is responsible for reasonable costs incurred to collect unpaid balances, to the extent permitted by law.

5. Cancellation and Rescheduling

Clients must provide at least 48 hours’ notice to cancel or reschedule a standard cleaning appointment. This allows us to adjust scheduling, staffing, and route planning.

Late cancellations

If a client cancels or reschedules with less than 48 hours’ notice, Lumina Surfaces LLC may charge a cancellation fee. For recurring cleaning services, the fee may be up to the full scheduled service amount if we are unable to fill the time slot.

Same-day cancellations and lockouts

Same-day cancellations, denied access, lockouts, or situations where our team arrives and cannot perform the work may result in a fee up to the full scheduled service amount.

Company discretion

Lumina Surfaces LLC may choose to waive cancellation or rescheduling fees at its discretion. Waiving a fee one time does not waive our right to charge fees in the future.

6. New Jersey Limitation of Liability

Lumina Surfaces LLC takes reasonable care when providing services. However, cleaning work involves existing surfaces, materials, furniture, fixtures, and property conditions that may already be worn, damaged, weakened, improperly installed, poorly maintained, or affected by prior chemicals, moisture, age, or normal use.

Damage reporting window

Clients must report any claimed property damage, missing item, or service concern within 24 hours after completion of the service. The report must include a description of the issue and, when possible, photos or videos. Prompt reporting allows us to inspect the area, investigate the concern, and determine an appropriate response.

Inspection rights

Lumina Surfaces LLC must be given a reasonable opportunity to inspect the claimed issue before the client hires another company, performs repairs, replaces items, or alters the area. Failure to provide a reasonable opportunity to inspect may limit our ability to evaluate or resolve the claim.

Liability cap

To the fullest extent permitted by New Jersey law, Lumina Surfaces LLC’s liability for any claim related to a specific service is limited to the amount paid by the client for that specific service, or the reasonable cost to repair the direct damage caused by Lumina Surfaces LLC, whichever is less.

No waiver of legal rights

Nothing in these Terms is intended to waive, limit, or remove any non-waivable rights a consumer may have under New Jersey law, including rights under the New Jersey Consumer Fraud Act or any other applicable consumer protection law. If any part of these Terms is found to be unenforceable, the remaining terms will still apply to the fullest extent permitted by law.

Excluded damages

To the fullest extent permitted by law, Lumina Surfaces LLC is not responsible for indirect, incidental, special, consequential, punitive, or business-loss damages, including loss of use, loss of income, lost profits, loss of business, emotional distress, replacement of undamaged property, or claims caused by pre-existing conditions, client negligence, third parties, pets, building conditions, or circumstances outside our control.

7. Weather and Emergencies

Lumina Surfaces LLC serves clients throughout New Jersey, New York, Pennsylvania, and surrounding approved service areas, where snow, ice, flooding, storms, road closures, power outages, and severe weather may affect scheduling.

Severe weather

We reserve the right to cancel, delay, or reschedule service due to unsafe weather, snow emergencies, icy roads, flooding, dangerous driving conditions, power outages, building emergencies, illness, vehicle issues, equipment issues, or other circumstances outside our control.

Client responsibility during weather events

Clients are responsible for providing safe access to the property, including cleared walkways, safe stairs, accessible parking, and safe entry points. If our team cannot safely access the property, the appointment may be rescheduled and a fee may apply.

No liability for weather-related delays

Lumina Surfaces LLC is not responsible for delays, cancellations, or rescheduling caused by severe weather, emergencies, unsafe access, government restrictions, road closures, or events outside our reasonable control.

8. Governing Law

These Terms & Conditions are governed by the laws of the State of New Jersey, without regard to conflict-of-law rules, except where the laws of another state are required to apply to a particular consumer transaction.

To the fullest extent permitted by law, any dispute, claim, or legal proceeding related to services provided by Lumina Surfaces LLC shall be brought in the appropriate state or federal court serving Passaic County, New Jersey.

If applicable law requires a dispute to be handled in another state or venue, including New York or Pennsylvania, nothing in these Terms is intended to deny a client any non-waivable rights provided by that state’s law.

Before filing a claim, the parties agree to make a reasonable good-faith effort to resolve the dispute directly, including by discussing the issue, reviewing available photos or records, and allowing Lumina Surfaces LLC a reasonable opportunity to inspect and respond to the concern.

9. Photos, Videos, and Documentation

Lumina Surfaces LLC may take before, during, and after photos or videos for documentation, quality control, training, proof of condition, proof of completion, marketing, and promotional purposes.

We will make reasonable efforts not to include personal, private, or sensitive information in marketing materials. Clients may request in writing that photos or videos of their property not be used for marketing purposes.

10. Supplies, Equipment, and Client-Provided Products

Lumina Surfaces LLC may use professional cleaning products, tools, and equipment selected for the service being performed. If a client requests that we use client-provided products, the client accepts responsibility for the suitability, safety, performance, and results of those products.

Lumina Surfaces LLC is not responsible for damage, poor results, residue, discoloration, odor, allergic reactions, or other issues caused by client-provided products or by products the client specifically requests us to use.

11. Health, Safety, and Right to Refuse Service

Lumina Surfaces LLC reserves the right to refuse, pause, or stop work if conditions are unsafe, unsanitary, inaccessible, materially different from what was described, or outside the approved scope of work.

This includes, but is not limited to, aggressive animals, exposed needles, bodily fluids, human or animal waste, pests, mold-like growth, hazardous materials, unsafe electrical conditions, unstable furniture, unsafe ladders, blocked access, active construction areas, extreme clutter, harassment, threatening behavior, or any condition that creates unreasonable risk to our team.

12. Recurring Services

Recurring cleaning schedules are subject to availability. Lumina Surfaces LLC may adjust service days, arrival windows, staffing, or pricing with reasonable notice.

Recurring clients are responsible for keeping access instructions, alarm instructions, pet instructions, and payment information current. Repeated cancellations, lockouts, late payments, or unsafe conditions may result in termination of recurring service.

13. Satisfaction Concerns

If a client is not satisfied with a service, the client must notify Lumina Surfaces LLC within 24 hours after the service is completed. We reserve the right to inspect the area and determine whether a touch-up, correction, partial adjustment, or other resolution is appropriate.

Refunds are not guaranteed. Any refund, credit, discount, or re-cleaning is offered at the discretion of Lumina Surfaces LLC, unless otherwise required by law.

14. Changes to These Terms

Lumina Surfaces LLC may update these Terms & Conditions from time to time. Updates will be posted on our website with a revised “Last updated” date. Continued booking or use of our services after updates are posted means the client accepts the updated Terms.

15. Contact Information

If you have questions about these Terms & Conditions, you may contact us at: