Terms of Service

About these terms

These terms apply to the Lumarais website and the client, cleaner and admin portals, operated by Sterling Nexus Services LLC. By creating an account or booking a visit you agree to them.

Your account

Keep your sign-in details private and your information accurate. You're responsible for activity on your account. We may suspend accounts that are misused.

Quotes and bookings

Quotes are estimates based on what you tell us about the space. A visit is booked once we confirm it in your portal.

Please give accurate entry instructions so your cleaner can get in.

Rescheduling and cancelling are free until 48 hours before a visit. Changes made 24 to 48 hours before carry a 50% late-change fee. Changes made less than 24 hours before, but before the day of the visit, carry a 75% fee. Cancelling on the day of the visit, or not cancelling at all, is charged at 100%. Fees are based on the price of that visit and Eastern time.

No access (lockout): if your cleaner can't get in, they check in at your address with GPS verification, knock or ring, call and text you, follow your entry notes, and wait 15 minutes past the start time. If there's still no way in, the visit is charged at 100%, because your cleaner's time was reserved and they travelled to you. We review every lockout before charging and will waive the fee if we got something wrong.

These fees cover the time we hold for you and the pay we guarantee our cleaners; they are a reasonable estimate of that loss, not a penalty. You accept this policy each time you book.

Billing

Invoices are issued in your portal. Payment terms are shown on each invoice. Card payments are processed by Stripe.

Gift cards

Gift cards are covered by our separate Gift Card Terms. The paid value of a gift card never expires.

Cleaners

Cleaner applications are reviewed before approval. Approved cleaners agree to keep client addresses, entry instructions and messages confidential and to use them only for assigned visits.

Content you share

You keep ownership of photos, files and messages you share in the portal. You let us store and show them to the people involved in your visit so we can provide the service.

Liability

We provide the website and portals as they are and work to keep them available and accurate. To the extent the law allows, we aren't liable for indirect losses arising from use of the site.

Changes

We may update these terms. We'll change the date below and tell account holders about significant changes. These terms are governed by the laws of Virginia.