Customer Service Agreement

This Customer Service Agreement (the "Agreement") is between Vivorena ("Vivorena", "we", "us") and the person booking the service ("you", the "Customer"). By booking and signing, you confirm that you have read and accept it.

1. The service

We clean the fabric upholstery, mattresses and, on request, area rugs and carpet that you list at booking (the "Service"), at the address you give us (the "Premises"), on the date and arrival window we agree. One or more technicians will perform the Service using methods we choose for each fabric, such as hot-water extraction or low-moisture cleaning. We will work carefully, professionally and on time.

2. Quotes & final price

• Online and phone prices are starting prices for standard sizes and normal soiling, based on what you tell us, without an inspection.
• Before starting, the technician inspects every piece and confirms the final price with you. If the pieces, sizes, number of seats or loose cushions, or level of soiling differ from the booking, the price will change accordingly. Nothing extra is done without your OK.
• A minimum visit charge applies (shown at booking). Extended-area ZIP codes include a trip fee. Weekend, holiday or after-hours appointments may carry a surcharge, which we will tell you about when you book.
• Excessive pet hair that has to be removed before cleaning may be charged at $10 per seat. We will show you before charging it.

3. Your responsibilities

You confirm that you are authorized to order the Service at the Premises, and you agree to:

• Give us safe, clear access to the pieces being cleaned, plus access to running water and a standard electrical outlet.
• Remove valuables, fragile, breakable and sentimental items from the work area, including items on or near the furniture.
• Keep children and pets away from our equipment, hot water and cleaning solutions for the whole visit. Cleaning solutions are not safe to swallow.
• Tell us before we start about any hazards, delicate floors, previous stain treatments or repairs, and any known defects in the furniture.
• Provide legal parking within one block of the Premises, or a permit, or cover any parking fees.
• Keep the home at a comfortable temperature for work. We may stop or reschedule if conditions are unsafe or extreme.

4. Inspection & right to decline

We may test the fabric (including the care code and a small fiber or colorfastness test in a hidden spot) before cleaning. We may decline or stop the Service, in whole or in part, if we find:

• mold or mildew, bed bugs, fleas, cockroaches or other visible pests;
• leather, suede, silk, or fabrics labeled "S" (solvent only) or "dry clean only" that are not suitable for our methods;
• unsafe working conditions, or furniture that is structurally unsound.

If we decline on arrival for one of these reasons and you had not disclosed it, the late-cancellation fee in section 11 applies.

5. Stains, odors & results

• Stains from bleach, dyes, ink, markers, makeup, burns, rust, acids, and stains that have been set by heat or home cleaning products may be permanent.
• Pet urine, feces or vomit can damage fibers, padding and dye. Cleaning may activate odor or bring residue to the surface. We do not guarantee removal of pet stains or odors of any origin.
• Wear, fading, pilling, sun damage, matting and old discoloration may become more visible once dirt is removed. This is not damage caused by cleaning.
• Hidden markings inside cushions (for example, factory marker) can sometimes migrate to the surface when fabric gets wet. We cannot inspect the inside of furniture and are not responsible for this.
• Results depend on the fabric, how long it has been since the last cleaning, and the condition of the piece. Cleaning is not restoration.

6. Natural & delicate fabrics

Cotton, linen, viscose/rayon, wool and blends containing them are delicate. We have to use mild, low-pH solutions on them, so older stains, body-oil soiling and color transfer from clothing or bedding often cannot be fully removed. These fabrics may also show water marks, browning, shrinkage or texture change. If the fabric has been cleaned improperly before (by you or another company), streaks and discoloration may be permanent. We will flag these risks during the inspection; by asking us to proceed, you accept them.

7. Drying & aftercare

• Typical drying time is 6–12 hours for furniture and up to 24 hours for mattresses and thick cushions. Humidity, airflow and fabric density affect this, so we cannot promise an exact time.
• You are responsible for ventilation after we leave: run fans, the AC or heating, and keep air moving. We are not responsible for odor, mildew, water marks or browning caused by poor ventilation or a non-working HVAC system.
• Do not sit, sleep on, or place items, colored fabrics or pets on damp pieces. Wet fabric can pick up color and marks.

8. Mattresses

We clean the top and sides of a mattress. We do not flip mattresses or clean the underside. If you want both sides cleaned, we can schedule two visits so the first side dries fully. Mattresses need 6–24 hours to dry before use.

9. Furniture, floors & your home

• We clean furniture where it stands. We do not move, lift or flip heavy furniture, and we do not clean the underside of pieces. Please place everything where you want it before we arrive.
• We protect floors in the work area, but small amounts of moisture can reach the floor; we wipe it up right away. Please tell us in advance about delicate flooring such as unsealed wood, natural stone or antique rugs.
• We do not collect or drop off keys from third parties.

10. Area rugs on-site

On-site rug cleaning cleans the surface of the rug only; it is not an immersion wash. We do not clean heavily soiled rugs, rugs with urine contamination, or rugs stored folded for a long time on-site — those need a rug plant. We clean only accessible areas and do not move furniture off rugs (light chairs and side tables excepted). Wool, cotton, silk, viscose and other natural rugs may shed, bleed, fade or change texture; tufted rugs held with latex may delaminate; cheaply made rugs may ripple. These are characteristics or defects of the rug, not damage caused by cleaning. Let rugs dry fully before walking on them or putting furniture back.

11. Cancellations & access

• You can cancel or reschedule free of charge with at least 24 hours' notice before your arrival window, by call, text or email.
• A $50 fee applies if you cancel with less than 24 hours' notice, if nobody is available to let us in within 20 minutes of our arrival, if the address you gave is wrong, if we cannot find legal parking within 20 minutes, or if we are turned away on arrival.
• If we cannot make your appointment because of an emergency, weather or a vehicle issue, we will contact you as early as possible and reschedule at a time that suits you. We will not charge you for our cancellation.

12. Payment

• No deposit is required to book. Payment is due in full when the Service is complete.
• We accept credit and debit cards, Zelle, Venmo and cash. We don't accept checks. Any card surcharge, where permitted by Colorado law, will be disclosed before you pay.
• Tips are never required but always appreciated. Reviews help us even more.
• If payment is not made, we will contact you to arrange it. Unpaid balances may be referred for collection, and you agree to pay reasonable collection costs and attorney fees to the extent allowed by law.

13. Concerns & re-service

If you are not happy with the result, contact us within 48 hours of the Service, with photos if possible. Please give us the chance to make it right: we will return and re-treat the affected area at no charge where a re-treatment can help. This is our first remedy for satisfaction concerns.

14. Damage & liability

• Report any accident, breakage or damage you believe we caused within 48 hours of the Service. Claims reported later may not be accepted, to the extent the law allows.
• We are not responsible for loss or damage resulting from your not following section 3 (for example, items left in the work area), from conditions described in sections 5–7 and 10, from pre-existing damage or manufacturing defects, or from events outside our reasonable control.
• Except where loss is caused by our negligence or willful misconduct, our total liability for any claim related to the Service is limited to the amount you paid for that Service. We are not liable for indirect or consequential losses.
• Nothing in this Agreement limits any rights you have that cannot be waived under Colorado law.

15. Photos

Our technicians may take before-and-after photos of the pieces we clean to document condition and results. We will only use photos in our marketing if you opted in at booking, and even then we will not show faces, house numbers or anything that identifies your home. You can withdraw marketing consent at any time by emailing us.

16. Rentals & third parties

Our agreement is with the person who books. If you are a tenant, landlord or property manager, please arrange approvals and access with other parties before booking; we can't coordinate between them.

17. General terms

• Termination. Either party may cancel the Service with 24 hours' notice. We may end the Service immediately if this Agreement is breached in a way that can't be fixed.
• Changes. We may update this Agreement for future bookings by posting a new version on our website. The version you signed applies to your booking.
• Governing law. This Agreement is governed by the laws of the State of Colorado. Disputes will be handled in the state courts of Colorado with jurisdiction over the Premises.
• Severability. If any part of this Agreement is found unenforceable, the rest remains in effect.
• Electronic signature. You agree that signing this Agreement electronically has the same effect as a handwritten signature, and that we may send your copy by email.
• Entire agreement. This Agreement, together with your booking confirmation, is the entire agreement between you and Vivorena for the Service.