Limited Satisfaction Guarantee

1. What this guarantee covers

The guarantee covers an observable cleaning task that was included in the confirmed written scope, could reasonably have been completed under the property conditions present at the time of service, and was missed or not completed to the agreed standard. Coverage applies only to the specific affected area identified in a timely, eligible claim.

2. Required claim process

1. Notify us within 24 hours: send a text to (978) 728-7503 or email contact.lopescleaning@gmail.com within 24 hours after service completion.
2. Be specific: identify the room, surface, task, and concern. General statements without an identifiable affected area may not be verifiable.
3. Provide a record: include clear, time-relevant photos or video when reasonably possible and any other information requested to evaluate the concern.
4. Preserve the condition: do not clean, alter, repair, or hire a third party to work on the affected area before our review, except when reasonably necessary for safety.
5. Allow inspection and cure: provide reasonable access for Lopes Cleaning to inspect and, if covered, perform the touch-up at an agreed time.

3. Our remedy

Lopes Cleaning will review the written scope, property condition, available records, customer evidence, and any inspection in good faith. If the concern is eligible, the exclusive guarantee remedy is one complimentary touch-up of the affected area, not a complete re-cleaning of the property. We will offer a reasonable return time, generally within 48 business hours when access, location, safety, and scheduling permit.

Refunds, price reductions, reimbursement for third-party cleaners, and other payments are not automatic. If Lopes Cleaning determines in good faith that a touch-up is not reasonably available or would not cure an eligible concern, Lopes Cleaning may choose an appropriate credit or partial refund instead. No customer may require a particular remedy beyond rights that cannot lawfully be limited.

4. Conditions that must be met

• The customer’s invoice and other undisputed charges must be current.
• The task must appear in the confirmed written scope and not be marked excluded, limited, or customer-declined.
• The customer must have provided accurate information about size, condition, materials, hazards, access, and priorities.
• Safe access, water, electricity, time, and working conditions must have been available as agreed.
• The customer must allow Lopes Cleaning a reasonable opportunity to inspect and cure before demanding another remedy or hiring a third party.

5. What is not covered

• Claims reported after the 24-hour deadline or without enough information to identify and evaluate the concern.
• Tasks outside the confirmed scope, add-ons not purchased, or areas that were inaccessible, locked, cluttered, occupied, unsafe, or blocked.
• Permanent stains, discoloration, wear, scratches, corrosion, rust, hard-water damage, mineral buildup, etching, oxidation, damaged grout or caulk, worn finishes, or other pre-existing conditions that ordinary cleaning cannot safely correct.
• Mold, pests, biohazards, bodily fluids, hazardous materials, illegal substances, hoarding conditions, or specialized restoration/remediation unless expressly accepted in writing.
• Damage, dirt, dust, fingerprints, pet activity, spills, use, weather, ongoing construction, HVAC circulation, occupants, guests, contractors, or third parties occurring after service completion.
• Results prevented by manufacturer instructions, material sensitivity, customer restrictions, unavailable utilities, insufficient time caused by undisclosed conditions, or a required safety decision.
• Odor removal, allergen removal, sanitation, disinfection, pest elimination, stain removal, or “like-new” restoration unless the exact result was expressly guaranteed in writing.
• Areas cleaned, altered, repaired, discarded, or serviced by the customer or a third party before Lopes Cleaning could inspect them.
• Property-damage, injury, theft, or loss claims, which are separate from this workmanship guarantee and must be reported immediately.

6. Invalid or abusive claims

A claim may be denied when the customer withholds material facts, submits altered or unrelated records, prevents inspection or cure, seeks recovery for an excluded condition, refuses to pay undisputed charges, or otherwise acts fraudulently or abusively. Lopes Cleaning may decline future service after a fraudulent, threatening, or abusive claim, subject to applicable law.

7. Important limitation

This is a limited workmanship guarantee, not an insurance policy or a promise that every stain, condition, odor, contaminant, or damaged surface can be corrected. It supplements the confirmed service scope and does not replace any written quote, invoice, or service agreement. Nothing in this policy waives a right or remedy that cannot lawfully be waived under applicable law.