PLEASE READ THESE TERMS CAREFULLY. By checking a box, placing a checkmark, clicking "I Accept" or "Submit," signing a service agreement, scheduling a service, submitting a service request, or otherwise using our services—whether through our website, by phone, by email, by text message, by messenger (e.g., Facebook, WhatsApp), by speaking with any employee, contractor, or representative of the Company, or by interacting with us through any digital or physical medium—you are entering into a legally binding agreement with LV Service Group LLC ("Company," "we," "us," or "our"). These Terms of Service ("Terms") govern all services we provide. If you do not agree to be bound by these Terms, you must not use our services or communicate with us for business purposes. Your continued engagement with us—including communication for quotes, scheduling, coordination, or service performance—constitutes your agreement to these Terms, and your electronic acceptance will have the same legal force and effect as a handwritten signature pursuant to the U.S. Electronic Signatures in Global and National Commerce Act (E-SIGN) and applicable state laws. We encourage you to read these Terms carefully and contact us with any questions before proceeding.

1. Scope of Services

LV Service Group LLC provides a portfolio of cleaning and property support services for short-term rental (STR) property owners, managers, and residential clients in Southern California (San Diego County). Our services and their scope are defined as follows (any tasks not expressly included are outside the scope unless agreed in writing):

a. STR Turnover Cleaning: A cleaning service between guest stays designed to leave a short-term rental property "guest-ready." This typically includes cleaning all living areas, bedrooms, bathrooms, kitchen surfaces, floors, and resetting the property with provided linens and supplies. Standard turnover cleaning covers routine cleaning tasks and one set of linen laundering; it does not include heavy stain removal, deep carpet cleaning, or remediation of excessive mess such as after large parties without additional fees. We do not handle biohazard cleanup (e.g. blood, bodily fluids) as part of any turnover service.

b. Post-Construction Cleaning: A one-time detailed cleaning after construction or renovation work, focusing on removing fine dust, debris, and making the property move-in ready. This service includes dusting and wiping of surfaces, vacuuming/mopping floors, and cleaning reachable fixtures. It excludes disposal of large construction debris or hazardous materials (e.g. asbestos, lead paint dust) which require specialized handling. If such hazardous conditions are present, we reserve the right to refuse or halt service.

c. Move-Out/Move-In Cleaning: A thorough cleaning of a vacated home or apartment to prepare it for new occupants. This includes deep cleaning of kitchens (inside empty refrigerators, ovens, cabinets), bathrooms, floors, and wiping inside closets/drawers. It does not include major trash haul-away of abandoned furniture or personal items unless pre-arranged, nor does it include repairs to damage or extensive mold remediation. Any biohazard waste or pest infestations encountered fall outside our scope and will result in service cancellation as necessary.

d. Deep Cleaning: An intensive version of a standard cleaning that targets build-up and hard-to-reach areas. Deep Cleaning includes all routine cleaning tasks plus detailed tasks such as baseboards, inside appliances, interior windows, grout scrubbing, and other detail-oriented cleaning. This service is for grime or neglected properties and does not cover structural fixes, repainting, or other maintenance beyond cleaning. We will not climb onto roofs or use ladders higher than 2 steps for safety reasons. Heavily soiled areas (e.g. severe mold, hazardous grime) may require specialized services beyond our scope.

e. Supply Management for STRs: Inventory tracking and restocking of consumable guest supplies (such as toiletries, paper products, and basic amenities) for short-term rentals. We will monitor supplies during turnover cleans and replenish items as instructed by the Client. The Client is responsible for the cost of all supplies. We can purchase supplies on the Client's behalf and bill them, or use owner-provided stock. This service does not include sourcing specialty or prohibited items, and we are not liable for supply shortages caused by supply-chain issues or if guests consume items faster than expected.

f. Residential Cleaning & Organization: General home cleaning for owner-occupied residences, which can include tidying and basic organization upon request. Tasks cover dusting, vacuuming, mopping, kitchen and bath cleaning, and other standard house cleaning duties. Light organizing (such as arranging clutter into bins or sorting items) can be done if requested. This service does not include disposal of personal belongings without explicit permission, heavy decluttering of hoarded items, or organizing tasks requiring professional organizer skills (beyond basic tidy-up). We will not decide to throw away any items unless instructed by Client. Any fragile or high-value items should be handled by the Client; we will not move or clean valuable collectibles, artwork, or antiques unless specifically agreed, due to risk of damage.

g. Co-Hosting and Messaging: Acting as a co-host for STR properties, which may include communicating with guests on the Client's behalf, coordinating check-in and check-out times, sending house instructions, and fielding guest inquiries or issues via phone or messaging platforms. We perform these tasks as an agent for the Client to streamline guest communications. This service does not make us the legal property manager; the Client remains responsible for setting rental rules, handling payments/refunds to guests, and compliance with any rental laws. We are not liable for guest behavior or any fines/penalties resulting from guest actions. Our duty is limited to communication and coordination based on information provided by the Client. If a guest issue requires emergency action (e.g. property damage, law enforcement), we will attempt to contact the Client for instructions; we do not independently evict guests or perform security/law enforcement functions.

h. Listing Photography: Professional or semi-professional photography of Client's property for use in rental listings or marketing. We will schedule a photo session, take high-resolution photographs of interiors and exteriors (as requested), and provide digital image files to the Client. Staging is limited to minor adjustments (e.g., arranging decor or turning on lights). We do not provide extensive staging furniture or dŽcor, and the property should be photo-ready when we arrive. The Client is responsible for securing any necessary photo shoot permissions (e.g., if property is in a community with rules). We grant the Client a usage license for the photos for marketing their property; the Company retains copyright to the images but will not use them for any purpose other than portfolio or promotion of our services without Client's consent. This service does not guarantee any increase in bookings or rental income.

i. Trash Management: Oversight of trash and recycling for STR properties. Typically, this involves taking trash/recycle bins to the curb on scheduled pickup days and returning them, as well as removing garbage from the property's interior/trash cans during cleanings. This does not include hauling away excessive trash or large items (outside of normal bagged household trash) – removal of bulk items or dumping of furniture must be arranged separately. We are not responsible for municipal trash pickup delays or issues outside our control. If local regulations require separating recyclables or special disposal of certain items, the Client must inform us and provide proper bins; otherwise, we will dispose of trash in the usual manner.

j. Property Maintenance Support: Basic property maintenance assistance and coordination. This can include minor handyman tasks such as replacing light bulbs or batteries in devices, tightening screws, unclogging a minor drain, or coordinating/scheduling third-party vendors for repairs and maintenance. We do not perform any work that legally requires a licensed professional (e.g., major plumbing, electrical beyond changing a bulb or flipping a breaker, HVAC repairs, structural work) and do not do specialized pool/spa service or landscaping. If we notice a maintenance issue, we can report it to the Client and help schedule a qualified vendor if requested, but we are not responsible for the work performed by third-party service providers, nor do we guarantee their availability or pricing. The Client will be responsible for payments to any third-party vendors unless otherwise agreed in writing.

2. Service Exclusions

For safety and legal reasons, LV Service Group LLC will NOT handle or clean certain situations or items, including but not limited to:

a. Biohazards and Hazardous Materials: We do not clean or dispose of biohazardous materials such as human or animal waste, blood, bodily fluids, used needles, or anything classified as hazardous (including mold infestations beyond mild mildew, lead, asbestos, etc.) If our staff encounter biohazard conditions, they will stop work and report it. The appointment may be terminated and still charged at least a minimum fee for the time and effort. Proper hazmat cleanup must be handled by licensed specialists.

b. Pest Infestations: We do not perform pest control or cleanup of active infestations (e.g., bed bugs, fleas, cockroaches, rodent droppings beyond a minor trace). If a property is infested or has significant pest-related contamination, we will halt service and notify the Client, as this is outside our scope.

c. Heavy Lifting & Climbing: Our staff will not lift, push, or carry single objects over 50 lbs (22 kg), and will not climb ladders or reach areas beyond a safe height (we generally limit to a 2-step stool or about 6 feet off the ground). We cannot move heavy furniture or appliances; if such movement is required for cleaning (e.g., cleaning behind a refrigerator), the Client must arrange for it to be moved beforehand. Similarly, we don't move or clean high-value fragile items (art, china, heirlooms) unless specifically instructed and at the Client's risk.

d. Outdoor Maintenance: Our services do not include landscaping, lawn care, or pool/spa maintenance. We will not mow lawns, trim plants, service pools or hot tubs, or perform exterior power washing as part of our standard offerings. These tasks should be handled by appropriate service providers.

e. Property Improvements or Repairs: We do not perform home improvement projects (painting, carpentry, plumbing fixes beyond trivial tasks like plunging a toilet, etc.) unless explicitly included under a separate maintenance arrangement. Even under "Property Maintenance Support," any repair beyond basic fixes will be referred to a qualified professional.

f. Non-Remediation Disclaimer for Hazardous or Financial Risk Conditions: If a property is in such disrepair, contamination, or neglect that rendering service presents physical risk, financial risk, or potential legal exposure (e.g., performing deep cleaning in an unsafe or abandoned unit), we reserve the right to decline, cancel, or halt service and may require prepayment or deposits for any future work. Clients engaging us for such clean-ups acknowledge the higher service risk and potential credit exposure, and agree to pay in full upon invoice receipt.

By clearly defining our scope, we aim to avoid misunderstandings. If you are ever unsure whether a task is included, please ask us beforehand. Tasks outside of the above scope may sometimes be accommodated at our discretion and often at an additional charge or under separate agreement.

3. Booking, Scheduling, and Access

a. Service Area: We currently operate in Southern California (San Diego County). Properties must be within our service area for on-site services

b. Scheduling: Services are generally scheduled on a per-job basis (e.g., each turnover cleaning is an individual service request) unless you have made a recurring service agreement. Booking can be done via our online system or by contacting us. We strive to accommodate preferred dates/times, but scheduling is subject to availability. Rush or last-minute requests (services needed with short notice or outside normal hours) may incur additional fees.

c. Automated Systems & AI Booking Tools: If a Client uses an automated property management system (PMS), AI messaging tool, or third-party scheduler that submits bookings to us (e.g., via iCal or API), the Client remains responsible for verifying those requests and ensuring accuracy. We are not liable for scheduling errors caused by third-party tools or misconfigured calendars.

d. Client Access Responsibilities: The Client must ensure our staff have safe and prompt access to the property at the scheduled time. This includes providing keys, access codes, alarm instructions, gate permissions, and any other necessary access information prior to the service. If the property is within a secured building or community, the Client is responsible for arranging entry for our team. If our staff cannot gain entry or are kept waiting beyond 15 minutes at a locked-out property, we reserve the right to charge a lockout fee up to the full cost of the scheduled service. For example, if we arrive and cannot enter due to lack of key or an unnotified guest late check-out, this may be treated as a late cancellation or lockout situation.

e. Unclear or Changed Access Instructions: If access instructions are unclear, missing, or changed last minute, causing delay or failed entry, this may result in a lockout fee or rescheduling at our discretion. Always double-check codes or keys before service day.

f. Late Check-Out or Guest Delays: In STR scenarios, if a guest has not vacated the property by the expected check-out time and this delays or prevents our cleaning, we will attempt to contact the Client for instructions. If our cleaners must wait on-site for a guest to depart or return later due to a guest delay, a "late check-out" fee may be applied (to compensate for our idle time or extra trip). Alternatively, we may treat it as a same-day cancellation if we cannot perform the service adequately, in which case a cancellation fee will apply. We are not responsible for incomplete cleaning due to such delays if we are not given sufficient time or access to perform the work.

g. Excessive Guest Messes After Delayed Check-Outs: If a delayed guest stay results in the property being left in a condition that requires a higher cleaning tier (e.g., heavy trash, stained linens, unreported damage), additional fees may apply for deep cleaning or emergency laundry.

h. Client Presence: The Client or their authorized representative does not need to be present during the service, but if anyone will be on site (owners, tenants, or guest occupants), they must not impede our work. We require a safe, quiet environment to efficiently perform cleaning. If an occupant's presence (or pet – see Pet policy below) interferes with our ability to work, we will do our best under the circumstances but cannot guarantee full results.

i. Cancellation & Rescheduling: If you need to cancel or reschedule a service, please do so with at least 24 hours' notice. Cancellations by the Client with less than 24 hours notice will incur a cancellation fee (typically a flat $50 or up to 50% of the service charge, depending on the circumstances; for same-day cancellations or no-shows, up to the full service price may be charged). We schedule and allocate staff time for your appointment, so short-notice cancellations result in lost income. If you simply wish to reschedule to a different time/day, we will try to accommodate, but if notice is under 24 hours, the cancellation fee may still apply at our discretion (we may waive or reduce it if we can fill the slot). Repeat or chronic last-minute cancellations may result in the requirement of prepayment or the refusal of future bookings.

j. Company Cancellations: If we must cancel or reschedule (e.g., due to staff illness, emergency, or unsafe conditions like road closures), we will notify you as soon as possible and offer an alternative appointment. If we cannot fulfill a confirmed booking, any prepayment would be refunded, and we'll make our best efforts to arrange a makeup service. However, we are not liable for any costs or damages arising from a delay or cancellation of a cleaning appointment beyond the fee of the service itself.

k. Chronic Rescheduling or No-Show Clients: If a Client repeatedly cancels or reschedules services with short notice (e.g., more than 3 times in 2 months), we may require prepayment or deny further bookings at our discretion.

l. Inclement Weather / Unforeseen Events: In cases of severe weather or events outside our control (natural disasters, widespread power outages, etc.), we may reschedule services for safety. We will communicate promptly in such cases. We do not charge cancellation fees when we initiate the change for safety reasons.

4. Client Responsibilities and Safety

To ensure a successful service, the Client has certain responsibilities:

a. Safe Environment: You must provide a safe and non-hazardous work environment for our staff. This means the property should have functioning electricity and water (for cleaning), and be free from dangerous conditions. If our team encounters what we deem an unsafe situation (structural instability, aggressive animals, exposed hazardous chemicals, etc.), we will stop work and contact you. We reserve the right to refuse, pause, or cancel service immediately if any unsafe, unsanitary, or hostile conditions are present—at our sole discretion—and a minimum fee may still be charged to compensate for time and travel. (e.g., a violent person on premises, significant hazards). In such cases, a minimum service fee may still be charged to cover our employees' time and travel.

b. Third-Party Behavior: The Client is responsible for the behavior of any third party present during our service, including tenants, guests, agents, or vendors. If any third party disrupts, harasses, or obstructs our team, we reserve the right to terminate the service and charge in full.

c. Utilities and Facilities: Ensure that we have access to necessary utilities. For example, if water is shut off or there is no electricity at the property, we cannot perform certain cleaning tasks and may have to reschedule (cancellation fees might apply if you failed to provide notice of such conditions). If laundry is part of the service (e.g., washing linens for an STR turnover), a working washer/dryer should be available. If not, we can arrange off-site laundry for an additional fee.

d. Pet Control: If pets are on the property, you are responsible for securing them in a way that our staff can work safely and without interference. Dogs that may be aggressive or overly friendly should be crated or removed during the service. We love animals, but for everyone's safety we cannot have pets underfoot or threatening staff. We are not responsible for pets that escape if they were not properly secured by the Client (for example, if a cat darts out through an open door while we are bringing in equipment, that remains the Client's responsibility). The Client assumes full liability for any pet-related injury, incident, or claim arising during our service, whether involving our staff or others onsite, and agrees to indemnify us accordingly. We also do not clean up pet accidents (urine, feces) beyond normal incidental cleaning; extensive pet waste issues may incur additional charges or require specialized cleaning.

e. Security and Alarms: If the property has an alarm system, it is the Client's duty to provide instructions to disarm and arm it. We are not responsible for alarm triggers if proper instructions were not given. Similarly, if we are provided keys or access codes, we will handle them with care and not share them inappropriately. The Client should update us if locks or codes change.

f. Secure Valuables: Please secure or remove any cash, jewelry, sensitive documents, and other valuables before our staff arrives. Our cleaners are trustworthy and we screen our team members, but it is best practice that valuables are safely put away to avoid any misunderstandings. We are not liable for any loss or disappearance of valuables that were left out in the open during cleaning; by hiring us, you acknowledge it's your responsibility to safeguard precious items. We also will generally not move or handle items of significant value or delicate antiques unless specifically instructed by you. If you do instruct us to clean or handle a fragile/high-value item, you assume the risk of any incidental damage to that item.

g. Pre-Existing Damage or Issues: You agree to inform us of any pre-existing damage or problem areas in the property that could affect our work or be blamed on our team (e.g., a broken window, a loose cabinet hinge, prior stains on carpet). We document with photos pre-existing damages or unusual conditions when noticed, to protect both parties. We are not responsible for any pre-existing damage or conditions that may be discovered or exacerbated during cleaning. For example, if we find black mold under a sink, we will stop and notify you, but any costs to remediate that are not on us. Similarly, if scrubbing a surface reveals a stain that was previously hidden by grime (pre-existing), that's not our fault.

h. Climate Control: For the comfort and safety of our staff, please ensure that heating or air conditioning is at a reasonable setting during service (especially on very hot or cold days). Excessive heat without AC or extreme cold could slow the process or require more breaks for staff well-being.

i. Special Instructions & Sensitive Areas: If there are certain areas or items you do not want cleaned or touched, you must communicate that in advance (e.g., "do not enter the locked closet" or "don't use water on that antique wood furniture"). We will respect such requests. Otherwise, we will clean as we deem appropriate according to standard practices.

j. False or Withheld Information: If the Client knowingly withholds or misrepresents key property information (such as pest issues, presence of biohazards, malfunctioning appliances, or unsecure access), we reserve the right to terminate the job on-site and charge for time incurred. Misrepresentation may also result in refusal of future service.

k. Professional Conduct: We are entering your property; our staff will conduct themselves professionally and respectfully. Likewise, you and any persons at the property are expected to treat our team with respect. Harassment, discrimination, yelling, intimidation, or any form of abuse toward our staff is absolutely not tolerated. If our workers feel threatened or are subjected to inappropriate behavior, they have the right to leave the job immediately and report the incident. The Company may then terminate the service and possibly the client relationship, and the Client will be billed for the full cost of the appointment (since our staff's time was incurred). We reserve the right to refuse future service to any client who mistreats our staff or creates a hostile work environment.

5. Fees and Payment Terms

a. Pricing and Quotes: We offer pricing based on the type of service, size of property, number of guests it sleeps, on-site laundry appliances, and condition. Standard rates may be provided on our website or via a quote. However, final billing may vary if the scope is different than described or if additional work is required beyond normal conditions. For instance, if we arrive and find an excessively dirty property or unexpected tasks (e.g., post-party cleanup with lots of trash, or pet hair everywhere on furniture), additional fees will apply to compensate for the extra time/effort. We will, whenever possible, communicate the need for additional charges before proceeding.

b. Additional Fees: By agreeing to service, you acknowledge that certain situations will result in extra charges beyond base rates. Common additional fees include:

c. Pet Waste or Pet Extra Cleaning Fee: If a home has shed pet hair in excess or pet accidents (beyond normal levels), an extra cleaning fee will be charged due to the additional time and supplies needed. This also applies if we must use special odor neutralizers for pet odors.

d. Excessive Mess / Post-Event Cleaning Fee: If we encounter a situation where the property was used for a party or event or is left in extremely dirty condition (trash everywhere, spills, confetti, excessive dirt), we will charge an extra fee for the heavier cleaning required. In extreme cases, we may treat it as a deep cleaning and charge accordingly, or even decline the job if biohazards are present (see Service Exclusions above).

e. Additional Laundry Fee: Turnover cleanings include laundering of one set of bedding and towels. If more loads are required (for example, multiple sets of linens, or the owner requests washing of additional items like blankets, duvets beyond covers, etc.), a laundry fee will apply per extra load (plus any supply costs like detergent if we provide it).

f. Rush Service Fee: For cleanings or services requested on a same-day basis or outside of our normal working hours (e.g., an emergency turnover needed late at night), a rush surcharge will apply. The amount depends on urgency and staffing availability (typically an extra 20-30% of the service cost). We will quote this at booking.

g. Key Pickup/Delivery or Waiting Fee: If we have to travel to pick up keys or wait for someone to arrive for access (beyond a short grace period), a fee may be applied for the extra time. This is often avoidable if the Client provides entry codes or lockboxes.

h. Lockout Fee: As mentioned, if our team cannot access the property through no fault of our own (e.g., incorrect key code given, client forgot to leave key, guest refuses entry), and we cannot complete the job, the Client will be charged a lockout fee up to the full cost of the scheduled service. Our team's time and travel are valuable, and they've reserved that slot for you.

i. Cancellation Fee: As noted in Cancellation & Rescheduling , canceling within 24 hours of service incurs a fee (generally $50 or as specified). This will be added to your invoice if applicable.

j. Late Payment Fees: If an invoice is not paid on time (see Payment terms below), late fees or interest may accrue.

We believe in transparency with fees – we will document and explain any additional charges. If you ever have a question about a charge, please contact us within the review period (see below).

k. Supply Advances & Credit Extension: When LV Service Group LLC purchases supplies on your behalf (e.g., under our Supply Management service) or performs services in advance of payment (such as deep cleaning, post-construction clean-up, or move-out/move-in work), this may constitute an extension of credit to the Client. By using our services in these scenarios, you acknowledge and accept this credit arrangement. You agree to pay all such amounts promptly per your invoice terms, and acknowledge that late or non-payment may result in suspension of services, late fees, or lien remedies as outlined in this Agreement.

l. Invoicing: Invoices are typically issued immediately after each service is completed (unless you are on a special monthly billing plan). We often include details of the service and any notes, as well as timestamped photo evidence of the finished work for your review. Invoices are sent via email (or accessible through our client portal) and are due upon receipt. We require payment within 24 hours of the invoice date for one-time services, given the quick-turnover nature of STR operations. If you have a recurring arrangement, other billing cycles or terms may be agreed in writing (e.g., weekly or biweekly invoicing).

m. Deposits & Prepayments: For certain large jobs (e.g., post-construction cleaning or multiple-unit turnovers) or for Clients with recurring late payments, we may require a deposit or full prepayment before scheduling. We reserve the right to withhold service until such payments are made.

n. Payment Methods: We accept digital payments, including credit/debit cards, ACH (bank transfer), and Zelle. For large management companies, we may allow check or bank transfer on net-7 or net-14 terms, but only if approved in advance in writing. All payments must be in U.S. Dollars. We do not accept cash by mail. If paying by credit card, you authorize us to charge the card on file for each invoice when due (we can securely save a card if you opt for automatic payments). Phone payments may be recorded for accuracy and security.

o. Late Payments: Time is of the essence in payments. If an invoice is not paid within 24 hours (and no other arrangement was made), it is considered past due. Past due invoices will incur a late fee of $25 (or a percentage of the invoice, whichever is greater, as permitted by law) after 48 hours. Additionally, interest will accrue on any unpaid amount at the rate of 1.5% per month (18% annually) or the maximum rate allowed by law, from the due date until paid in full. We may send reminder notices for past due balances, but it is the Client's responsibility to ensure timely payment. Late fees begin accruing 48 hours after the due date unless a written payment extension was granted in advance. Interest continues to accrue on any unpaid balance thereafter. Repeated delinquency may result in suspension of services, prepayment requirements, or termination of the client relationship.

p. Pause or Cessation of Service for Non-Payment: If any invoice remains unpaid beyond 5 days, we reserve the right to suspend all upcoming or scheduled services until the account is brought current. We also reserve the right to cancel future bookings due to non-payment. The Client shall not be entitled to withhold payment or delay payment for any reason, including purported dissatisfaction, except as provided under the "Service Issues and Disputes" process below. Even if you dispute a portion of an invoice, you must pay the undisputed portion by the due date.

q. Collections and Liens: If an invoice remains unpaid beyond 30 days, the account may be referred to a third-party collections agency or attorney. The Client will be responsible for all costs of collection, including attorneys' fees. In accordance with California law, the Company reserves the right to file a mechanic's lien or other appropriate lien against the serviced property to secure unpaid debts. This includes unpaid balances for cleaning services, post-construction work, and any advanced funds or purchases made on the Client's behalf. Prior to filing, we will provide any legally required notices. The Client agrees that delinquent accounts may also be reported to credit bureaus or applicable rental platforms.

r. Extension of Credit: Clients who engage us for supply purchasing (e.g., under STR supply management) or who receive services in advance of payment (including but not limited to post-construction cleaning, move-out cleaning, or other services provided on net terms) acknowledge that such work or expenditures may constitute an extension of credit by the Company. In these cases, our up-front expenditure of funds or provision of labor creates a financial obligation on your part, payable under the agreed terms and subject to all remedies herein if unpaid.

s. Mechanic's & Materialman's Lien Rights: To the extent allowed by California law, LV Service Group LLC reserves the right to file a mechanic's lien or materialman's lien against any property for unpaid services or materials that contributed to the property's cleaning, habitability, readiness for occupancy, or improvement. This includes, but is not limited to:

i. Post-construction clean-up

ii. Move-out or deep cleaning for sale or re-rental

iii. Supply procurement that supports turnover services

We will issue all required preliminary notices under California Civil Code ¤¤ 8000–9566. Before any lien is recorded, you will receive written notice. By using our services, you consent to our ability to assert such lien rights for unpaid balances associated with property-enhancing work.

t. Client Acknowledgment: By using our services, you affirm that:

i. You are either the legal owner of the serviced property or authorized by the owner to enter into this agreement.

ii. You consent to potential lien remedies if you fail to pay for credit-extended services or post-improvement work.

iii. You waive any objection to our use of lien or collections procedures provided we follow applicable law and provide written notice.

u. Administrative Fees and Account Holds: Returned payments (e.g., a bounced ACH or a chargeback found to be unmerited) will incur a $35 fee. If a credit card charge is disputed without valid basis (for example, you issue a chargeback after the service despite it being provided as agreed), and we prevail in challenging that dispute, an additional processing fee of $100 will be added to cover our time. We also reserve the right to terminate services immediately for any client who attempts a fraudulent chargeback or otherwise displays an unwillingness to pay for completed work.

6. Service Completion, Acceptance, and Disputes

We are committed to delivering high-quality service, and we document our work to ensure transparency.

a. Photographic Proof and Reports: At the completion of each job, we take photos of key service areas to document completion and condition. These photos are shared with the Client either via messaging, email, or client portal, and constitute proof of service. If no objections are raised by the Client within 24 hours of delivery of these photos or receipt of invoice (whichever comes first), the service shall be deemed accepted and approved in full.. For STR turnover cleans, we may also proactively send a summary or checklist (e.g., confirmation that cleaning is done, any damages noticed, supplies restocked, etc.). These measures protect both parties by showing the condition we left the property in.

b. Client Inspection and Approval: If you or your representative inspects the property after our service, we encourage you to do so promptly (especially for STRs, between guest stays). If you believe any aspect of our service was incomplete or below standard, you must notify us within 24 hours of service completion. Notification should be in writing (email or text message to our business line is fine) and include specifics of the issue, ideally with photos. We will then evaluate the issue in good faith.

c. 24-Hour Review Period: Clients have 24 hours from the time service is completed or documented to raise any material concerns in writing. If no dispute is submitted within this period, the work is conclusively deemed satisfactory, and no future refund, credit, or adjustment will be granted. This review period may not be extended unless agreed in writing.

d. Satisfaction Guarantee / Remedies: Upon timely notice of a valid issue, we will make it right. In most cases, our remedy is to send a cleaner back to address any missed areas or deficiencies at no additional cost, as soon as reasonably possible (often within 24-48 hours). Alternatively, at our discretion, we may offer a discount or credit on a future service for minor issues that did not meet expectations. Because cleaning can be subjective, we follow industry standards and our documented checklist; we cannot guarantee to meet uncommunicated personal preferences outside our scope. We do not typically offer refunds, but a partial refund may be considered in rare cases where service was not performed at all or was grievously inadequate and we were not allowed the chance to re-clean. However, if the property was extremely soiled beyond normal conditions or the scope booked was insufficient (for example, only a "standard clean" was booked for a property that needed a "deep clean"), then no refund will be given for results that stem from that mismatch. Our obligation is to re-clean what falls within the agreed scope of work if it was missed.

e. Deemed Acceptance: If we do not hear any complaints or issues within 24 hours after we send the service completion notice or invoice, the service is considered fully accepted by the Client as satisfactorily performed. You agree that 24 hours is a reasonable amount of time for you (or your agent or next guest) to discover and report any problems with our work. After this 24-hour review window, no refunds or free re-cleans will be provided because issues reported later may not reliably reflect our work (property conditions can change due to other factors, e.g., a guest re-entering, new messes, etc.). Payment of the invoice also constitutes acceptance – if you pay without noting any issues, we will assume you found the service acceptable.

f. No Retroactive Disputes: Once payment is submitted—whether manually, automatically, or via any accepted method—the Client affirms satisfaction with the services rendered. No post-payment disputes, discount demands, or retroactive claims will be accepted unless a material error can be proven by the Client within the 24-hour dispute window.

g. No Refund Policy: In the event of a valid service concern raised during the dispute period, the Company may, at its sole discretion, offer a service credit or partial discount toward future work. Refunds are not issued unless required by law.

h. No Chargeback/Withholding for Approved Work: By using our service, you agree not to initiate chargebacks or credit card disputes for services that have been deemed accepted or where we have provided a remedy in accordance with these Terms. Attempting to claw back payment after receiving service and not giving us an opportunity to fix issues is considered a breach of these Terms and may be viewed as fraudulent. We maintain documentation (including photos and communications) to contest unwarranted chargebacks.

i. Final Invoice Clause: Payment of an invoice constitutes full and final acceptance of the services covered therein. Clients waive any right to reopen a dispute or raise new objections for work that was billed and paid without timely objection.

j. Future Service Credits: In the rare event that we agree to provide a courtesy credit for a service issue (for example, a discount on a future cleaning due to a minor miss), such credit has no cash value and is valid for 60 days unless otherwise stated. It can be applied to your next scheduled service with us. This approach allows us to make amends for any inconvenience without reversing charges for work already performed.

k. Extortion or Unfair Demands: We value honest feedback and will work to resolve any genuine issues. However, the Client may not use the threat of leaving a negative review, filing a complaint, or withholding payment as leverage to obtain additional services or improper discounts. If we determine that a Client is attempting to extort us with reputation damage or baseless complaints in order to avoid payment or to gain freebies, we reserve the right to immediately terminate the relationship and pursue full legal remedies for any defamation or losses. In summary, we will address legitimate concerns, but we will not be pressured by unethical tactics.

l. Reviews and Public Feedback: We strive to provide 5-star service and appreciate feedback from our clients. However, given the potential impact of public reviews on our small business, we ask for fairness and adherence to these Terms regarding feedback:

i. Honest Reviews: You are of course free to leave honest reviews of our services on platforms of your choosing. In doing so, you agree to be truthful and factual. If you have any dissatisfaction, we encourage you to let us know directly first, so we have a chance to address it, as outlined above.

ii. Review Moratorium During Payment Disputes: If your account has any outstanding unpaid balance, pending chargebacks, or unresolved billing disputes, you agree to refrain from posting public reviews or commentary about our services until such disputes are resolved in good faith. This ensures that reviews reflect completed, fairly evaluated services and are not weaponized in lieu of standard dispute resolution. Violation of this clause constitutes a material breach of these Terms.

iii. Fact-Based Only / No Defamation: While nothing in these Terms restricts your lawful right to express your experience, you agree not to post any reviews or public statements that you know to be false, misleading, or defamatory. Making knowingly false claims, especially while withholding payment or leveraging a pending dispute, is grounds for immediate termination of service and potential legal action for reputational harm.

iv. Our Right to Respond: We reserve the right to publicly respond to any reviews you post, including disclosing (as permitted by law) factual context such as payment delinquency, disputes, or termination of services for cause. We will not publish sensitive personal data, but may defend our reputation with material facts.

v. Review Retraction Clause (If In Breach): If you post a review in violation of this section—such as during a payment default or containing knowingly false information—we may formally demand its retraction. Continued public misrepresentation after such notice may subject you to liability under California Civil Code ¤ 45a or ¤ 46 (libel/slander). We prefer to resolve disagreements respectfully and offline whenever possible.

These policies are in place to protect our team and business reputation from abusive or bad-faith conduct—not to silence valid feedback. If you had a poor experience, we welcome the chance to make it right through our resolution process.

7. Damage, Liability, and Indemnification

a. Property Damage by Company: We treat your property with care. In the unlikely event our staff causes damage to an item or area of your property, you must notify us within 24-72 hours of the service (24 hours preferred, and no later than 72 hours) upon discovering the damage, with pictures and an explanation. We will investigate the incident promptly. If we determine that our team was responsible for the damage (and it was not due to pre-existing condition or improper item installation), our policy is to either repair the item to its original condition or provide an appropriate compensation/replacement. However, our liability for any such damage is limited (see "Liability Cap" below) to direct repair or replacement cost of the item, and we may choose the lower-cost option at our discretion. We will not automatically replace entire sets or pay "sentimental" value – only the fair market value of the specific damaged item if it cannot be repaired.

b. Exceptions: We are not responsible for certain types of damage or loss, including:

i. Pre-existing damages or weaknesses (e.g., hairline cracks in an old mirror that enlarge during cleaning – that mirror was already fragile).

ii. Items that were improperly installed or secured (e.g., a shelf that was not anchored to the wall and falls when dusted, or a curtain rod that was already loosely attached).

iii. Fragile items that you asked us to handle against our recommendation.

iv. Normal wear and tear or the natural result of cleaning properly – for instance, we won't be liable for paint that comes off a wall during scrubbing if the paint was old or applied poorly (normal wear), or for light scratches on a non-scratch-resistant stove top from cleaning it. We use appropriate cleaning methods, but gentle surfaces may still show cleaning marks.

v. Damage or stains that are not completely removed – we do not guarantee 100% stain removal or restoration. Some stains are permanent or require specialty treatment. Our failure to remove a tough stain is not "damage" – it's a limitation of cleaning. (For example, certain carpet stains might never come out; we will try, but if it remains, that's not our fault.)

c. Maximum Liability Cap: To the fullest extent permitted by law, the Company's total liability for any claims arising out of or relating to a service is limited to the amount the Client paid for that service. By agreement, this is a reasonable allocation of risk (for instance, if you paid $150 for a cleaning, that is the maximum we would compensate for any losses or damages related to that cleaning). This limitation applies to any and all claims against us, whether arising in contract, tort (negligence), or otherwise. In no event will we be liable for any indirect, consequential, or incidental damages, including lost profits, lost revenue, or punitive damages related to our services. For example, if our late arrival caused an unhappy guest, we are not liable for the guest demanding a refund on their stay or any reputational harm – your remedy would be at most a discount on our service fee, not those larger ripple effects. Some states do not allow exclusion of certain damages, but this is a commercial services agreement and these caps are part of the bargain.

d. Client's Insurance: We carry appropriate liability and workers' compensation insurance as required by law for our protection and yours. However, it is also the Client's responsibility to have adequate property insurance (homeowner's or landlord insurance) to cover any major damage or losses. Our agreement to service your property is contingent on you carrying such insurance, and you agree that our services are provided on the condition that you have adequate insurance coverage for any loss exceeding our liability cap. You further agree to first claim any larger losses on your own insurance before seeking any contribution from us (and any such claim against us would still be limited by these Terms).

e. Indemnification: The Client agrees to defend, indemnify, and hold harmless LV Service Group LLC and its owners, employees, agents, and affiliates from and against any third-party claims, demands, lawsuits, damages, or losses (including reasonable attorneys' fees) arising out of: (a) the Client's use of our services or your relationship with us; (b) the condition of your property (unrelated to our negligence) or any injuries that occur to third parties therein; (c) claims by any guests or third parties (such as Airbnb guests, tenants, or visitors) related to the state of the property or services, except to the extent caused by our gross negligence or willful misconduct. This means, for example, if a short-term rental guest sues because they got sick or slipped in the property or were unhappy with the cleanliness, you will cover us for that claim. Similarly, if our staff are injured due to a hazard you failed to warn us about, or if a neighbor complains about noise/damage not caused by us, you will handle those issues and protect us. This indemnity extends to any breach by the Client of these Terms (e.g., if you violate a law or these Terms and we get dragged into it). We will notify you of any such claim and cooperate in defense; you may choose to defend us with counsel of your choice (subject to our reasonable approval). This clause survives termination of services.

f. No Third-Party Liability: We do not assume liability for any third parties present during our service who are not our employees. If, for instance, a neighbor or guest is present and somehow gets injured or claims something was stolen, we are not responsible for that – those individuals are not parties to our agreement, and we expressly disclaim any liability for third-party claims not directly arising from our own negligence.

g. Release of Liability: To the maximum extent allowed by law, the Client releases and waives all claims against the Company and its staff for any accidental or indirect damage or loss in connection with the services, beyond the limited remedies provided above. The Client also covenants not to sue the Company for such claims. If, despite this, a court finds liability that contradicts these Terms, the above liability cap will still apply.

8. Termination of Service

a. Either party may terminate the ongoing service relationship at any time upon written notice. If the Client wishes to stop using our services, simply inform us (cancellation fees may apply for any imminent scheduled jobs as per our policy). If the Company decides to discontinue service to a Client (for reasons including but not limited to repeated late payments, safety concerns, harassment of staff, unreasonable demands, or violation of these Terms), we will make reasonable efforts to give notice as well, except in situations of severe misconduct by the Client where immediate termination is justified.

b. Upon termination, any outstanding balance becomes immediately due. If we have any of your keys or access devices, we will promptly return them or destroy them (with evidence) as appropriate. Sections of these Terms which by their nature should survive termination (such as indemnification, liability limits, arbitration, etc.) shall survive.

c. We reserve the right to refuse service or terminate service to anyone for any reason not prohibited by law. We will not refuse service on any unlawful discriminatory basis, but if you are, for example, consistently violating policies or making it impossible to render service, we may part ways.

9. Dispute Resolution and Arbitration

a. Governing Law: These Terms and any dispute arising from them or our services shall be governed by the laws of the State of California, without regard to its conflict of laws principles, except that the Federal Arbitration Act (9 U.S.C. ¤¤ 1-16) will govern the interpretation and enforcement of the arbitration clause below.

b. Good-Faith Resolution: We genuinely hope to resolve any issues amicably through our 24-hour resolution policy or normal communication. In the event of a dispute that cannot be resolved informally, please contact us and attempt to negotiate in good faith. Most issues can be solved with dialogue. However, if a dispute persists, the following binding arbitration terms apply.

c. Binding Arbitration: Any dispute, claim, or controversy arising out of or relating to these Terms, or the breach, termination, enforcement, or interpretation thereof, or our services (collectively, a "Dispute"), shall be resolved by binding arbitration on an individual basis, rather than in court. You and the Company agree to waive the right to a jury trial and instead submit any eligible Dispute to arbitration in San Diego, California. The arbitration will be administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules (if the Client is an individual) or Commercial Arbitration Rules (if the Client is an entity or for business-to-business disputes), except as modified by this agreement. You may obtain information about AAA and its procedures at www.adr.org.

d. Procedure: A single neutral arbitrator shall be appointed in accordance with the rules of the American Arbitration Association (AAA). The arbitration shall be conducted in San Diego County, California, unless both parties agree otherwise. The party initiating arbitration shall be responsible for paying all applicable filing, administration, and arbitrator fees as required by the AAA. Each party shall bear its own attorneys' fees and legal costs, unless an applicable statute or contract expressly allows the prevailing party to recover such fees. The arbitrator shall apply California law and issue a written decision. Judgment on the award may be entered in any court of competent jurisdiction.

e. No Class Actions: All Disputes shall be arbitrated or litigated (if an exception applies) only on an individual basis. You and we agree not to bring or participate in any class, collective, or representative action against the other. The arbitrator shall have no authority to consolidate the claims of multiple parties or to hear any class proceeding. You are waiving any ability to join a class action or similar. (This class action waiver is an essential part of our arbitration agreement; if it is found unenforceable, then the entirety of the arbitration clause may be deemed void, but the rest of the Terms shall remain in force.)

f. Exceptions: While we prefer to arbitrate, either party may opt to pursue resolution in a small claims court (if the claim qualifies for small claims in San Diego County, typically under a certain monetary threshold) instead of arbitration. Also, any party may seek injunctive relief in court for intellectual property misuse or breach of non-disparagement obligations (e.g., stop someone from spreading false defamatory statements) or other claims that cannot be reasonably handled in arbitration. For collection of unpaid invoices or enforcement of liens, the Company may proceed in court and such actions will not be subject to arbitration at our election, since they are efforts to collect undisputed debts. Beyond these specific exceptions, any other attempt to litigate in court a dispute that falls under this arbitration agreement can be compelled into arbitration by either party.

g. Venue for litigation: In the unlikely event a Dispute is allowed to be litigated in court (e.g., you opt out of arbitration or a court finds the arbitration clause unenforceable), such action shall be brought exclusively in the state or federal courts located in San Diego, California. Both parties consent to the personal jurisdiction of those courts and waive any objections of improper venue or inconvenience. A lawsuit must be filed within one (1) year of the underlying cause of action, or it is forever barred, to the extent allowed by law.

h. Opt-Out Right: If you are a new client, you have the right to opt out of the arbitration agreement by sending written notice to us at our business address (or email to [email protected] ) within 30 days of first agreeing to these Terms. Your opt-out notice must include your full name and a clear statement that you opt out of arbitration. If you opt out, disputes will be resolved in court as stated above, but you still waive any right to a jury trial (we'd likely agree to a bench trial). Opting out of arbitration has no effect on the rest of these Terms.

i. Voluntary and Knowing: By agreeing to arbitration, both parties acknowledge that they are giving up rights to a trial in court and to appeal, and that they are knowingly and voluntarily waiving those rights. These arbitration provisions will survive termination of the service agreement.

10. Miscellaneous Provisions

a. Entire Agreement: These Terms, along with any written service contracts (if applicable to specific clients) and any attachments or scopes of work referred to, constitute the entire agreement between the Client and the Company regarding the services provided. They supersede all prior or contemporaneous agreements, understandings, or communications (whether oral or written) relating to the subject matter. In entering this agreement, neither party is relying on any representation or promise that isn't explicitly stated in these Terms or written addendums.

b. Amendments/Changes: We may update or modify these Terms from time to time. If we make material changes, we will notify active clients via email or via our client portal, or present the new Terms for acceptance upon scheduling new services. Continued use of our services after an update constitutes acceptance of the revised Terms. If you do not agree to changes, you must stop using our services and let us know you are terminating the agreement (and pay any balances owed). No alteration by the Client to these Terms will be binding unless explicitly agreed in writing by an authorized representative of the Company.

c. Severability: If any provision of these Terms is held to be invalid, illegal, or unenforceable by an arbitrator or court of competent jurisdiction, that provision shall be eliminated or limited to the minimum extent such that the remainder of the Terms will continue in full force and effect. For example, if a court says our liability cap is too low in a certain case, it might modify it but keep the rest enforceable.

d. No Waiver: The failure of the Company to enforce any right or provision in these Terms shall not constitute a waiver of such right or provision unless acknowledged and agreed to by us in writing. Our waiver of a breach of any term does not mean we waive any future breaches.

e. Assignment: The Client may not assign or transfer any rights or obligations under these Terms to any other party without our prior written consent (except that property owners who sell their property or managers who change can discuss novation or a new agreement with the new party). The Company may assign these Terms or delegate duties at any time in the context of a sale or transfer of the business or a subcontracting arrangement, but will endeavor to inform the Client if their service provider changes.

f. Independent Contractor Status: We provide services to you as an independent contractor. Neither we nor our staff are deemed your employees. Nothing in this agreement shall be construed to create a partnership, joint venture, or agency relationship between us, except that for co-hosting we act as your agent solely in the context of guest communications.

g. Force Majeure: We are not liable for any failure to perform, or delay in performance of, any services due to circumstances beyond our reasonable control, such as acts of God, natural disasters, strikes, war, epidemics/pandemics, government restrictions, or interruptions in utilities. We will resume service as soon as feasible and you will not be charged for services not performed due to such events, though schedule adjustments may be needed.

h. Consent to Communications: You consent to receive communications from us electronically (via email, text, or phone). You also consent to calls being recorded for quality assurance and training – our business phone system automatically records calls, and we use these recordings solely for legitimate business purposes (e.g., verifying instructions or resolving disputes). If you do not wish to be recorded, please communicate with us via email or let us know so we can arrange an alternative. However, by using our services, you acknowledge that communications may be monitored or recorded.

i. Privacy: We will handle any personal information we collect (such as lock codes, contact info, etc.) with care and in accordance with applicable privacy laws. We do not sell your data. We use it only to provide and improve our services, and will not disclose property details publicly without permission (except generic testimonials or photos with identifying info removed, if we ever use such marketing).

j. Client List and Marketing: We may list your name or property name in a confidential client list for internal use, but we will not publicly advertise that we service your property without permission. If you are happy with our service, we appreciate referrals!

Contact Information: For any questions or notices, the Client can contact LV Service Group LLC at: [email protected] 4653 Carmel Mountain Road #308, San Diego, CA 92130. Official notices regarding disputes or legal matters should be sent in writing to our physical business address via certified mail, with a copy via email for expediency.

By checking the box, placing a checkmark indicating your agreement, clicking "I Accept" or "Submit," signing a service agreement, or scheduling a service after being provided these Terms, you acknowledge that you have read, understood, and agreed to be legally bound by these Terms of Service. These actions constitute your electronic signature pursuant to the U.S. Electronic Signatures in Global and National Commerce Act (E-SIGN) and applicable California law. These Terms create binding legal obligations between you and LV Service Group LLC. If you have questions, please contact us before proceeding. We look forward to serving you under these protections for both parties.

Thank you for trusting LV Service Group LLC with your property needs. We are committed to professionalism, reliability, and your satisfaction, and we appreciate your adherence to these Terms, which allow us to serve you best while safeguarding our team and business.