Serene Inner Era LLC provides residential and commercial concierge property care, including maintenance cleaning, deep cleaning, commercial cleaning, move-in and move-out services, organization, lifestyle support, property turnover services, memberships, and approved add-on services.

Serene works on a consultation-first model. Estimates are based on the information available at the time and may change if the property's actual condition, size, access, service needs, buildup, safety concerns, or requested scope differs from what was originally discussed.

Services are performed only within the approved scope of work. Clients are responsible for providing accurate information, safe access, working utilities, secured pets, and advance notice of fragile items, specialty materials, antiques, luxury finishes, pre-existing damage, or known hazards.

By requesting, booking, paying for, enrolling in, or receiving services, clients agree to Serene's full Terms & Conditions and incorporated policies.

Frequently Asked Questions

Are estimates final?

Not always. Estimates are provided in good faith based on the information available during consultation or booking. Final pricing may change if actual conditions require more time, labor, supplies, equipment, safety precautions, or additional work.

What can change the price?

Pricing may change because of inaccurate property information, excessive buildup, heavy clutter, pet hair, stains, odors, undisclosed conditions, limited access, safety concerns, specialty materials, utility issues, or additional requested services.

What should I do before service?

Please secure valuables, cash, jewelry, firearms, medications, confidential documents, fragile items, pets, and anything you do not want handled. Please also make sure water, electricity, lighting, heat, cooling, and access instructions are ready.

Do I need to provide equipment?

Sometimes. To reduce cross-contamination between properties, Serene may require clients to provide equipment that cannot be fully sanitized between appointments, such as vacuums, carpet extractors, steam cleaners, floor machines, or similar equipment.

Are pets allowed during service?

Pets should be secured when needed for safety and efficiency. Serene may pause or reschedule service if an animal is aggressive, distressed, loose, or interfering with the work.

What if something is damaged?

Please report alleged damage within 48 hours after service. Serene may review photos, service notes, body-worn camera footage, employee statements, property condition records, and other documentation before making a determination.

Do you take photos or use cameras?

Serene may use operational photos, service notes, and body-worn cameras for safety, quality assurance, insurance, documentation, and dispute resolution. These records are not used for marketing without separate written consent.

What if I am not satisfied?

Please report concerns within 24 hours after service. If the concern is verified and within the approved scope of work, Serene may offer corrective service or another appropriate resolution.

Can Serene refuse service?

Yes. Serene may refuse, pause, reschedule, or discontinue service for unsafe conditions, illegal activity, harassment, discrimination, non-payment, policy violations, inaccessible properties, or work outside the Company's scope.

Service Expectations

Serene provides professional property care based on the approved scope of work, property condition, available time, safety requirements, and Company standards.

Clients can expect clear communication, professional conduct, respectful treatment of the property, and service documentation when appropriate. Results may vary depending on surface age, prior maintenance, buildup, stains, odors, wear, specialty materials, and pre-existing conditions.

Serene does not guarantee restoration of damaged, neglected, defective, improperly installed, permanently stained, or heavily worn surfaces. Areas that are unsafe, blocked, inaccessible, excessively cluttered, or outside the approved scope may be excluded or rescheduled.

Appointments may be affected by weather, traffic, staffing, property access, safety concerns, building restrictions, or other operational conditions. Serene will make reasonable efforts to communicate changes and reschedule when needed.

Membership Overview

Serene memberships are recurring property care programs designed for clients who want ongoing support, priority scheduling when reasonably available, personalized property care planning, and premium member benefits.

Memberships are approved through consultation and are based on the property's size, condition, service needs, access requirements, scheduling needs, and Company availability. Membership benefits vary by plan and have no cash value unless expressly stated.

Memberships are not unlimited cleaning plans. Standard services, add-ons, extra labor, deep cleaning, specialty work, and services outside included benefits may be billed separately.

Memberships may renew automatically or continue until canceled, depending on the plan. Cancellation terms, billing terms, minimum commitments, and benefit rules are governed by Serene's full Terms & Conditions, Membership Terms, and Cancellation Policy.

1.1 Introduction

These Terms & Conditions ("Terms") govern all services provided by Serene Inner Era LLC ("Serene," "Company," "we," "us," or "our") and all use of our website, consultations, estimates, proposals, bookings, memberships, payment arrangements, and related client communications.

By accessing our website, requesting a consultation, requesting an estimate, approving a proposal, booking online, approving services, authorizing payment, enrolling in a membership, participating in a referral or promotional program, or receiving services, the client ("Client," "you," or "your") acknowledges that they have read, understood, and agree to be bound by these Terms and all policies incorporated by reference.

These Terms are the master agreement between Serene Inner Era LLC and the Client. If you do not agree to these Terms, you should not schedule, purchase, authorize, or receive services from Serene.

1.2 Incorporated Policies

These Terms incorporate by reference all Company policies published or provided by Serene, including:

• Company Policies & Service Standards
• Privacy Policy
• Payment Authorization & Billing Policy
• Recording & Service Documentation Policy
• Property Condition & Pre-Existing Damage Policy
• Satisfaction Guarantee
• Service Cancellation, Membership Cancellation & Rescheduling Policy
• Membership Terms & Conditions, to the extent separately published or provided
• Referral Program Terms & Conditions, to the extent separately published or provided
• Website Disclaimer
• Accessibility Statement
• Any written proposal, estimate, service plan, invoice, membership confirmation, or approved scope of work issued by Serene

If a separate policy conflicts with these Terms, these Terms control unless the separate policy expressly states that it modifies a specific provision of these Terms or applicable law requires otherwise.

1.3 Definitions

For purposes of these Terms:

• "Approved Scope of Work" means the specific services, areas, tasks, schedule, limitations, exclusions, and pricing approved by Serene and the Client for a service appointment, membership, project, or proposal.
• "Client" means the individual, household, business, property owner, tenant, manager, representative, or authorized person requesting, approving, purchasing, or receiving services.
• "Company Documentation" means photographs, video, body-worn camera recordings, service notes, time records, work logs, inspection notes, employee statements, communication records, quality assurance records, and related business records.
• "Membership" means a recurring property care program approved by Serene and governed by these Terms, the Membership Terms, and any membership confirmation or service plan.
• "Property" means the residential, commercial, retail, office, multifamily, community, or other location where services are requested or performed.
• "Services" means the residential, commercial, concierge, organizational, property care, cleaning, maintenance support, membership, and related services provided by Serene.

1.4 Scope of Services

Serene provides professional residential and commercial concierge property care services throughout Minnesota. Services may include, without limitation:

• Residential maintenance cleaning
• Residential deep cleaning
• Commercial property care
• Office cleaning
• Apartment and condominium common area services
• Retail and professional facility cleaning
• Move-in and move-out services
• Property turnover services
• Organization services
• Lifestyle support services
• Concierge property care
• Membership services
• Property maintenance support
• Client-approved add-on services
• Other property care services approved by the Company

Serene may modify service offerings, pricing, membership benefits, operational procedures, eligibility requirements, and availability at any time, subject to applicable law and any confirmed written agreement then in effect.

1.5 Consultation-First Model

Serene operates on a consultation-first model. Consultations allow us to understand the Property, service needs, scheduling preferences, access requirements, safety considerations, membership eligibility, and any conditions that may affect pricing or service performance.

Consultations may occur by phone, video, website inquiry, written intake, photograph review, in-person review, or another method approved by Serene. A consultation does not guarantee that Serene will accept the work, provide a specific service, approve a membership, or hold any appointment date unless confirmed in writing.

1.6 Estimates

All estimates are provided in good faith based on information available at the time of consultation, booking, proposal, or preliminary review. Estimates are preliminary unless expressly stated as final in a written proposal issued by Serene.

Final pricing, service duration, staffing, products, equipment, and service recommendations may change after inspection, additional information, on-site evaluation, or discovery of conditions that were not fully disclosed or visible during the consultation.

1.7 Scope of Work

Services are performed only within the Approved Scope of Work. The Client is responsible for reviewing the proposal, estimate, service plan, membership terms, appointment confirmation, or invoice to confirm that the requested services are included.

Work outside the Approved Scope of Work is not included unless approved by Serene. Additional work may require additional time, staffing, materials, equipment, scheduling, pricing approval, or a separate appointment. Serene may decline work that is outside its service scope, beyond available appointment time, unsafe, impractical, or inconsistent with Company standards.

1.8 Pricing Adjustments

Serene may adjust pricing, staffing, service duration, or the Approved Scope of Work when actual conditions differ from the information provided before service. Pricing adjustments may result from, without limitation:

• Inaccurate property size, layout, occupancy, or condition information
• Undisclosed soil level, buildup, residue, grease, soap scum, dust, debris, clutter, pet hair, odors, stains, or contamination
• Hoarding conditions, excessive clutter, or blocked service areas
• Delayed, restricted, or unsafe access
• Utility interruptions or insufficient water, electricity, lighting, heat, cooling, or ventilation
• Specialty materials, luxury finishes, antiques, fragile items, or custom surfaces requiring special care
• Additional requested work or changes in service priority
• Work that requires more labor, products, equipment, protective measures, or time than originally estimated
• Safety concerns or conditions requiring modified procedures

If a material pricing adjustment is required, Serene will make reasonable efforts to obtain Client approval before performing the additional work. If the Client is unavailable, Serene may limit service to the approved time, approved budget, or original scope.

1.9 Payment Terms

Payment is due according to the applicable invoice, service agreement, proposal, booking confirmation, membership agreement, subscription plan, or Payment Authorization & Billing Policy. Unless otherwise agreed in writing, payment for non-membership services is due upon completion of service.

The Client authorizes Serene to charge approved payment methods for completed services, deposits, membership fees, approved add-ons, applicable taxes, cancellation fees, lockout fees, late fees where permitted by law, returned payment fees where permitted by law, and outstanding balances.

Serene may require a deposit, prepayment, payment method on file, or written payment authorization before confirming services. Serene may suspend, decline, or discontinue services for unpaid balances, failed transactions, chargebacks, or billing disputes not raised in good faith.

1.10 Membership Services

Memberships are recurring property care programs designed to provide ongoing care, priority scheduling when reasonably available, concierge-style planning, and member benefits for approved properties.

Memberships are available only after consultation and Company approval. Membership benefits vary by tier, property, service plan, and availability. Membership benefits have no cash value, do not constitute prepaid unlimited services, and are non-transferable unless approved in writing by Serene.

Memberships may involve automatic renewal or continuous service. For consumer memberships subject to Minnesota automatic renewal or continuous service requirements, Serene will provide required offer terms, confirmations, renewal or continuous service notices, material change notices, and termination options as required by applicable law.

1.11 Client Responsibilities

The Client agrees to:

• Provide accurate and complete information about the Property, service needs, access instructions, safety concerns, and requested work
• Review estimates, proposals, invoices, service plans, appointment confirmations, and policies before approving services
• Provide safe and timely access to the Property
• Ensure required utilities are working
• Secure valuables, cash, jewelry, firearms, medications, confidential documents, collectibles, and irreplaceable items
• Disclose fragile items, antiques, art, collectibles, heirlooms, luxury surfaces, specialty materials, custom finishes, existing damage, known hazards, and manufacturer care requirements before service
• Secure pets and animals as required by these Terms
• Treat Company personnel with courtesy and respect
• Promptly report service concerns or alleged damage within the applicable reporting period

Failure to meet Client responsibilities may result in limited service, rescheduling, additional fees, denial of a claim, service suspension, membership review, or service termination.

1.12 Property Access

The Client is responsible for providing safe, lawful, and timely access to the Property. Access instructions must be accurate and current. The Client is responsible for obtaining any required building, management, association, landlord, tenant, parking, security, elevator, loading dock, or gate permissions.

If service personnel cannot access the Property because of locked doors, incorrect codes, unavailable keys, building restrictions, security procedures, inaccessible parking, aggressive animals, unsafe conditions, or other circumstances within the Client's control, the appointment may be treated as a lockout or missed appointment and applicable fees may apply.

1.13 Property Preparation

Before service, the Client should remove or secure items that should not be handled, moved, cleaned, photographed, or documented. This includes cash, jewelry, firearms, weapons, ammunition, medications, medical devices, personal documents, confidential records, fragile items, collectibles, heirlooms, and items of unusual value.

Unless included in the Approved Scope of Work, Serene is not responsible for organizing, lifting, moving, or relocating heavy furniture, appliances, electronics, boxes, clutter, hazardous materials, or personal property that prevents safe access to service areas.

1.14 Property Conditions

Services are performed based on the Property's condition at the time of arrival. Serene is not responsible for pre-existing conditions, aging materials, hidden defects, poor installation, manufacturer defects, unstable fixtures, loose hardware, worn finishes, improper prior maintenance, or damage that becomes visible during normal cleaning or property care.

The Client must disclose known or suspected hazards and property conditions that may affect service, including mold, pests, bodily fluids, human or animal waste, biohazards, needles, drug residue, smoke residue, water damage, structural issues, broken glass, unsecured weapons, hazardous chemicals, electrical hazards, or unsafe occupants.

1.15 Specialty Materials

Specialty materials require special care and may require Client-provided instructions, manufacturer recommendations, professional confirmation, or exclusion from service. Specialty materials include, without limitation:

• Natural stone, marble, travertine, limestone, slate, terrazzo, concrete, quartzite, and unsealed stone
• Hardwood, antique wood, unfinished wood, oiled wood, reclaimed wood, and custom cabinetry
• Brass, copper, nickel, bronze, gold, silver, chrome, unlacquered metals, and specialty fixtures
• Luxury appliances, designer fixtures, custom tile, hand-painted surfaces, wallpaper, murals, and specialty glass
• Antiques, art, collectibles, heirlooms, delicate decor, and high-value furnishings
• Specialty textiles, rugs, upholstery, drapery, leather, suede, silk, wool, and other delicate fabrics

Serene may decline, exclude, or modify service for specialty materials if care instructions are unavailable, conditions are uncertain, or the risk of damage is unreasonable.

1.16 Cross-Contamination Equipment Requirements

To reduce the risk of cross-contamination between properties, Serene may require Clients to provide certain equipment that cannot be effectively sanitized between service appointments. This may include vacuum cleaners, carpet extractors, steam cleaners, floor machines, filters, brush rollers, mop systems, or similar porous, internal, fabric, or mechanically complex equipment designated by the Company.

Client-provided equipment must be safe, clean, functional, appropriate for the Property, and available at the time of service. Serene may refuse to use equipment that appears unsafe, unsanitary, damaged, ineffective, or unsuitable. If required equipment is unavailable, Serene may modify, reschedule, or decline affected services.

1.17 Pets & Animals

The Client must disclose the presence of pets or animals before service and must secure animals as needed for safety, efficiency, and service quality. Serene may require animals to be crated, placed in a separate room, removed from the Property, or supervised by the Client.

Serene is not responsible for animals that escape, hide, become stressed, soil the Property, damage property, or interfere with service when the Client has not properly secured them. Serene may decline or discontinue service if an animal appears aggressive, distressed, unsafe, or disruptive.

1.18 Health & Safety

Serene is committed to a safe working environment for Clients, employees, contractors, and property occupants. Serene may refuse, pause, modify, or discontinue service if conditions are unsafe, unsanitary, illegal, harassing, discriminatory, abusive, or outside the Company's scope.

Unsafe conditions may include, without limitation, active illness exposure, bodily fluids, human or animal waste, pest infestation, mold, hazardous chemicals, drug residue, needles, unsecured weapons, structural hazards, electrical hazards, extreme temperatures, inadequate ventilation, violent or threatening behavior, illegal activity, or any condition that creates unreasonable risk.

1.19 Service Documentation

Serene may document services using Company Documentation, including body-worn cameras, operational photographs, service notes, work logs, time records, employee statements, inspection notes, communication records, and quality assurance records.

Company Documentation may be used for quality assurance, employee safety, training, service verification, insurance investigations, dispute resolution, legal compliance, internal operations, and business recordkeeping. Company Documentation will not be used for advertising or marketing without separate written consent.

1.20 Recording & Body-Worn Cameras

Body-worn cameras and related recording tools may be used during service visits where lawful and consistent with Company policy. Recordings are confidential business records and are intended to protect Clients, Company personnel, and the Company.

Serene will not knowingly use recording practices in a manner prohibited by applicable law. Recording may be limited, paused, angled away, or avoided in areas where heightened privacy concerns exist, such as bathrooms, changing areas, occupied bedrooms, or areas containing sensitive personal information, except as reasonably necessary to document service conditions, safety concerns, pre-existing conditions, or alleged damage in a privacy-conscious manner.

1.21 Confidentiality

Serene treats Client information, property details, access codes, security information, personal information, service records, and Company Documentation as confidential business information. Serene may disclose information only as reasonably necessary to provide services, administer accounts, process payments, investigate claims, support insurance matters, comply with law, protect rights or safety, or operate the business.

The Client agrees not to misuse, publish, alter, or distribute Company Documentation, employee information, proprietary checklists, pricing methods, operational materials, or confidential business information except as required by law or approved in writing by Serene.

1.22 Property Damage Reporting

Any alleged property damage must be reported to Serene within forty-eight (48) hours after service completion, unless a longer period is required by applicable law. Reports should include the service date, affected area, item or surface involved, description of the concern, photographs, and any relevant supporting documentation.

Late, unsupported, incomplete, or unverifiable claims may be denied to the fullest extent permitted by applicable law because delay can prevent a fair investigation.

1.23 Damage Investigation

Serene reserves the right to investigate all damage claims before determining responsibility. Investigation materials may include Company Documentation, service notes, body-worn camera footage, photographs, employee statements, time records, communications, property condition documentation, insurance review, vendor assessment, manufacturer information, and Client-provided evidence.

The Client agrees to cooperate with a reasonable investigation, preserve the affected item or area, avoid repair or disposal before inspection when practicable, and provide requested documentation. Serene's review of a claim does not constitute admission of liability.

1.24 Limitation of Liability

To the fullest extent permitted by applicable law, Serene's liability for verified property damage caused by Serene's negligent act or omission during services within the Approved Scope of Work is limited to the reasonable cost of repair or replacement of the affected property, considering age, condition, depreciation, market value, documentation, and available repair options.

Serene is not responsible for pre-existing damage, normal wear and tear, hidden defects, manufacturer defects, improper installation, unstable materials, aging finishes, unsecured valuables, undisclosed fragile items, undisclosed specialty materials, extraordinary-value items not disclosed in advance, or circumstances beyond Serene's reasonable control.

To the fullest extent permitted by applicable law, Serene is not liable for indirect, incidental, special, punitive, exemplary, or consequential damages, including lost profits, lost business, loss of use, emotional distress, inconvenience, or replacement lodging, except where such limitation is prohibited by law.

Nothing in these Terms limits any liability that cannot legally be limited, including liability for intentional misconduct, fraud, or other rights that cannot be waived under applicable law.

1.25 Insurance

Serene maintains commercial insurance appropriate to its operations. Insurance coverage decisions are made by the applicable carrier or provider according to policy terms, coverage limits, exclusions, and investigation results.

Submitting an insurance claim does not guarantee approval, payment, replacement, or reimbursement. Serene may require cooperation from the Client before submitting or supporting any claim.

1.26 Right to Refuse Service

Serene may refuse, suspend, modify, discontinue, or terminate services for lawful reasons, including:

• Unsafe, hazardous, unsanitary, or illegal conditions
• Harassment, threats, abuse, discrimination, or inappropriate conduct toward Company personnel
• Non-payment, failed payment, chargeback abuse, fraud, or inaccurate information
• Requests outside the Company's scope, training, licensing, staffing, equipment, or insurance capacity
• Property access failures, repeated lockouts, repeated short-notice cancellations, or scheduling abuse
• Policy violations, unreasonable demands, or conduct that interferes with safe and professional service

If service is refused or discontinued after arrival because of Client-controlled conditions, fees may still apply for time, travel, preparation, late cancellation, lockout, or completed work.

1.27 Force Majeure

Serene is not liable for delay, nonperformance, service modification, cancellation, or rescheduling caused by events beyond its reasonable control. Examples include blizzards, ice storms, tornadoes, flooding, severe thunderstorms, wildfire smoke, hazardous travel conditions, road closures, utility failures, power outages, pandemics, public health emergencies, government orders, civil emergencies, labor shortages, supply shortages, equipment failures, accidents, illness, security incidents, building restrictions, or other events that make performance unsafe, impracticable, delayed, or unavailable.

Serene will make reasonable efforts to communicate delays and reschedule affected services when practicable.

1.28 Electronic Communications

The Client consents to receive operational communications from Serene by email, telephone, voicemail, text message/SMS, website forms, client portal, or other electronic means regarding consultations, estimates, proposals, appointment scheduling, arrival windows, invoices, payment reminders, memberships, cancellation notices, service updates, account administration, policy updates, and related business matters.

Message and data rates may apply. The Client may opt out of non-essential marketing communications as provided in the message or by contacting Serene. Opting out of marketing communications does not prevent Serene from sending transactional, account, safety, billing, or service-related communications.

1.29 Website Use

The website is provided for informational, scheduling, account, and business purposes. The Client agrees not to misuse the website, interfere with its operation, attempt unauthorized access, scrape or copy content for competitive purposes, submit false information, upload malicious code, or use the website for unlawful purposes.

Website content, pricing, promotions, availability, membership descriptions, service descriptions, and policies may change without notice, subject to applicable law and confirmed written agreements then in effect.

1.30 Intellectual Property

All Serene names, branding, logos, designs, website content, photographs, videos, service descriptions, checklists, policies, training materials, operating procedures, marketing materials, membership structures, service systems, written materials, and proprietary business methods are owned by or licensed to Serene and are protected by applicable intellectual property laws.

The Client may not copy, reproduce, distribute, modify, publish, display, create derivative works from, reverse engineer, sell, license, or exploit Serene's intellectual property without prior written consent.

1.31 Third-Party Services

Serene may use third-party platforms, vendors, payment processors, scheduling systems, website providers, communication tools, insurance providers, contractors, subcontractors, or referral sources in connection with its business. Third-party services may be governed by their own terms and privacy practices.

Serene is not responsible for third-party websites, platforms, products, services, delays, outages, data practices, or representations except to the extent required by applicable law or expressly agreed in writing by Serene.

1.32 Referral Programs & Promotional Benefits

Serene may offer referral programs, loyalty rewards, service credits, complimentary upgrades, member promotions, or other promotional benefits. Such benefits are subject to the published promotional terms, Referral Program Terms, membership terms, and Company approval.

Unless expressly stated in writing, promotional benefits have no cash value, are non-transferable, may not be redeemed for cash, and may be modified or discontinued as permitted by applicable law. Fraudulent, deceptive, duplicate, self-referral, or abusive participation may result in denial, revocation, or termination of benefits.

1.33 Privacy

Serene's collection, use, storage, disclosure, and protection of personal information are governed by the Privacy Policy. By using the website, requesting services, authorizing payment, or receiving services, the Client acknowledges the Privacy Policy.

1.34 Governing Law

These Terms are governed by and construed in accordance with the laws of the State of Minnesota, without regard to conflict-of-law rules that would require application of another state's law.

1.35 Venue

To the fullest extent permitted by applicable law, any dispute arising out of or relating to these Terms, the website, services, payments, memberships, or Company policies shall be brought in the appropriate state or federal courts located in Minnesota, except where applicable law requires otherwise.

Nothing in these Terms limits a consumer's rights to bring claims in a forum that cannot legally be waived.

1.36 Severability

If any provision of these Terms or incorporated policies is found invalid, unlawful, or unenforceable, the remaining provisions remain in full force and effect. The invalid, unlawful, or unenforceable provision will be modified to the minimum extent necessary to make it enforceable, or severed if modification is not permitted.

1.37 Entire Agreement

These Terms, together with all incorporated Company policies, estimates, invoices, proposals, service plans, membership confirmations, payment authorizations, and written approvals, constitute the complete agreement between Serene Inner Era LLC and the Client regarding the subject matter covered.

These Terms replace prior or inconsistent oral or written statements, except for written agreements signed or expressly approved by Serene that state they modify these Terms.

1.38 Policy Changes

Serene may update these Terms and incorporated policies from time to time. Updated policies will be posted on the website or otherwise provided to Clients. Changes apply prospectively unless otherwise stated or required by law.

For memberships, automatic renewal arrangements, continuous service, or other recurring services, Serene will provide notices of material changes when required by applicable law.

1.39 Acceptance

By accessing the website, requesting a consultation, requesting an estimate, accepting a proposal, booking online, approving services, authorizing payment, enrolling in a membership, participating in a referral or promotional program, or receiving services, the Client acknowledges that they have read, understood, and agreed to these Terms and all incorporated policies.

2.1 Purpose

These Company Policies & Service Standards describe the operational standards that apply to services provided by Serene. They supplement and are incorporated into the Terms & Conditions.

2.2 Professional Standards

Serene provides professional concierge property care with attention to quality, discretion, communication, and respect for the Property. Services are performed according to the Approved Scope of Work, Company training, property conditions, available time, and safety requirements.

Serene does not guarantee restoration of old, damaged, stained, neglected, defective, improperly maintained, or heavily worn surfaces. Service results depend on property condition, surface age, material type, buildup, prior care, and manufacturer limitations.

2.3 Arrival Windows

Appointment times may be scheduled as arrival windows. Arrival windows may be affected by traffic, weather, parking, building access, prior appointments, staffing, supply issues, emergencies, or other operational conditions.

Serene will make reasonable efforts to notify the Client of material delays. A delayed arrival does not waive payment obligations for completed services.

2.4 Property Access

The Client must provide safe, lawful, and timely access to the Property. Access methods may include Client presence, key, lockbox, smart lock, doorman, front desk, property manager, concierge, garage code, gate code, or other approved access arrangement.

The Client is responsible for the accuracy and security of access instructions. Serene is not responsible for access failures caused by incorrect information, building restrictions, unavailable personnel, expired codes, parking barriers, security lockouts, or conditions beyond its control.

2.5 Property Preparation

The Client should prepare the Property before service by securing valuables, removing fragile or private items from active service areas, clearing excessive clutter where practical, securing animals, identifying excluded areas, and confirming utilities are functional.

Preparation helps Serene focus service time on the Approved Scope of Work. If lack of preparation materially affects service, Serene may modify the scope, prioritize available time, apply additional fees, or reschedule.

2.6 Supplies & Equipment

Unless otherwise agreed, Serene may provide professional supplies and standard equipment suitable for ordinary service needs. Serene may choose products and methods based on safety, surface type, property conditions, service goals, and Company standards.

If the Client requests specific products, fragrance-free products, eco-conscious products, hypoallergenic products, manufacturer-recommended products, or Client-provided supplies, Serene may use them only if approved by the Company. The Client is responsible for disclosing instructions, risks, allergies, sensitivities, and surface requirements.

2.7 Cross-Contamination Prevention

Serene uses reasonable procedures to reduce cross-contamination between properties. Procedures may include fresh microfiber systems, designated cloth categories, disposable items when appropriate, sanitized tools where practical, separate product handling, and modified service methods.

Some equipment cannot be fully sanitized between properties because of internal components, filters, brush rollers, hoses, tanks, porous materials, or mechanical design. Serene may require Client-provided equipment when necessary to reduce cross-contamination risk.

2.8 Client-Provided Equipment

Client-provided equipment may be required for vacuuming, carpet extraction, steam cleaning, floor work, upholstery work, or other services involving equipment that cannot be effectively sanitized. Client-provided equipment must be available, safe, operational, and appropriate.

Serene may decline to use Client-provided equipment that appears unsafe, damaged, unsanitary, ineffective, incompatible, or likely to damage the Property. Serene is not responsible for ordinary wear, pre-existing defects, poor performance, or failure of Client-provided equipment.

2.9 Specialty Materials

The Client must identify specialty materials and provide any applicable care instructions before service. Serene may exclude, test, modify, or decline service for specialty materials where the risk of damage is elevated or instructions are unavailable.

Serene is not responsible for damage to specialty materials caused by undisclosed care restrictions, manufacturer defects, prior improper cleaning, poor installation, aging, pre-existing damage, or inherent material vulnerability.

2.10 Pets & Animals

Pets and animals must be disclosed and controlled. The Client must secure animals that may interfere with service, create safety risks, escape, become distressed, or expose Company personnel to bites, scratches, allergens, waste, or aggressive behavior.

Serene may refuse or discontinue service if animals are not safely controlled. Lockout, cancellation, or trip fees may apply when service cannot be performed because of animals.

2.11 Health & Safety

The Client must provide a work environment free from unreasonable hazards. Serene does not provide hazardous material remediation, biohazard remediation, pest extermination, mold remediation, medical cleaning, crime-scene cleaning, hoarding remediation, or other specialized services unless expressly approved in writing and within the Company's scope.

Serene may require the Client to resolve hazards before service. Serene may also require personal protective measures, additional staffing, rescheduling, exclusion of affected areas, or third-party professional remediation.

2.12 Photography Standards

Operational photographs may be taken before, during, or after service to document property condition, service progress, completed work, access issues, safety concerns, pre-existing damage, alleged damage, quality assurance, or insurance matters.

Photographs are confidential business records. Serene will not use photographs for marketing, advertising, social media, portfolio use, or public display without separate written consent.

2.13 Body-Worn Camera Standards

Body-worn cameras may be used for employee safety, service verification, quality assurance, dispute resolution, insurance review, and business documentation. Body-worn camera footage is treated as confidential Company Documentation.

Serene may limit recording in sensitive areas and may use recording angles or documentation practices designed to protect privacy. Requests to restrict recording will be considered, but Serene may decline or modify service if documentation restrictions prevent reasonable safety, quality assurance, or claim protection.

2.14 Employee & Contractor Protection

The Client must not harass, threaten, intimidate, discriminate against, solicit improper conduct from, photograph for improper purposes, record in a harassing manner, or otherwise mistreat Company employees, contractors, or representatives.

Serene may immediately discontinue service and terminate the Client relationship for unsafe, abusive, discriminatory, threatening, or inappropriate conduct.

2.15 Non-Solicitation of Personnel

During the Client relationship and for one (1) year after the last service date, the Client agrees not to knowingly solicit, hire, contract with, or engage Serene employees or contractors to provide competing or similar services outside Serene without written Company approval, to the fullest extent permitted by applicable law.

This provision does not prohibit general solicitations not targeted at Serene personnel or any conduct protected by law.

2.16 Weather Policy

Minnesota weather may affect scheduling and service safety. Serene may reschedule, delay, shorten, or modify services due to blizzards, ice storms, snow emergencies, tornado warnings, flooding, severe thunderstorms, extreme temperatures, hazardous roads, school or government closures, unsafe parking, or other conditions affecting safe travel or performance.

Weather-related rescheduling will be handled in good faith and does not constitute a breach of these policies.

2.17 Communications

Operational communications may occur by email, telephone, SMS, voicemail, client portal, website form, or other approved method. The Client is responsible for keeping contact information current and reviewing service communications.

Serene may rely on written approvals, text confirmations, email approvals, online booking approvals, verbal approvals documented by the Company, and conduct indicating approval.

2.18 Additional Work Requests

Additional work requested before or during an appointment is subject to Company approval, staff availability, schedule availability, safety, products, equipment, and additional charges.

Verbal, written, text, email, or onsite approval may authorize additional work and related charges. If approval is unclear, Serene may decline additional work or limit service to the Approved Scope of Work.

2.19 Property Conditions

Serene documents and works around property conditions as reasonably practicable. The Client remains responsible for the condition, maintenance, installation, repair, and suitability of the Property and its contents.

Areas that are unsafe, inaccessible, excessively cluttered, blocked, unstable, contaminated, or outside the Approved Scope of Work may be excluded from service.

2.20 Satisfaction Standards

Serene aims to provide high-quality service within the Approved Scope of Work. If a concern arises, the Client should report it under the Satisfaction Guarantee. Serene may inspect, verify, and determine whether corrective service is appropriate.

The Satisfaction Guarantee is not a promise of perfect results and does not apply to excluded items, pre-existing conditions, new messes, normal settling of dust, property limitations, or requests outside the Approved Scope of Work.

2.21 Force Majeure

Operational delays or interruptions caused by events beyond Serene's reasonable control are governed by the Force Majeure provision in the Terms & Conditions.

2.22 Right to Refuse Service

Serene may refuse, suspend, discontinue, or terminate service for the reasons described in the Terms & Conditions, including unsafe conditions, illegal activity, harassment, non-payment, fraud, policy violations, and requests outside Company scope.

2.23 Policy Updates

Serene may update these Company Policies & Service Standards from time to time. Updated policies apply prospectively unless otherwise stated or required by law.

2.24 Acceptance

By requesting, scheduling, authorizing, paying for, or receiving services, the Client acknowledges and agrees to these Company Policies & Service Standards.

3.1 Purpose

This Privacy Policy explains how Serene collects, uses, stores, shares, and protects information in connection with our website, consultations, estimates, bookings, memberships, payments, service documentation, and business operations.

3.2 Information Collected

Serene may collect information provided by the Client, including name, business name, billing information, service address, mailing address, email address, phone number, property details, service preferences, access instructions, security instructions, pet information, scheduling information, communications, estimates, invoices, payment authorizations, membership information, and service history.

Serene may also collect information reasonably necessary to provide services, protect safety, investigate claims, comply with law, or administer accounts.

3.3 Website Information

When a person uses the website, Serene or its website providers may collect technical information such as IP address, browser type, device information, pages visited, referral source, time spent on pages, approximate location, form submissions, and other usage data.

3.4 Cookies & Analytics

The website may use cookies, pixels, analytics tools, embedded features, advertising tools, or similar technologies to operate the website, remember preferences, analyze traffic, improve services, support advertising, and measure performance.

Browser settings may allow users to block or delete cookies. Some website features may not function properly if cookies are disabled.

3.5 How Information Is Used

Serene may use information to:

• Respond to inquiries and consultation requests
• Prepare estimates, proposals, service plans, and invoices
• Schedule and provide services
• Administer memberships and referral programs
• Process payments and manage billing
• Communicate appointment updates, reminders, policy changes, and account information
• Document service conditions and completed work
• Train personnel and improve quality
• Investigate service concerns, damage claims, insurance matters, or disputes
• Maintain safety and security
• Comply with legal, tax, insurance, accounting, and regulatory obligations
• Protect Company rights, Clients, personnel, and property

3.6 Service Documentation

Serene may collect Company Documentation during consultations, property reviews, service visits, inspections, quality reviews, and claim investigations. Company Documentation may include photographs, video, body-worn camera footage, service notes, work logs, time records, employee statements, and communications.

Company Documentation is used for operational and protective purposes and is not used for marketing without separate written consent.

3.7 Recording Practices

Recording practices are governed by the Recording & Service Documentation Policy. Recordings are treated as confidential business records and are used only for approved business purposes, including quality assurance, employee safety, insurance, dispute resolution, legal compliance, and service verification.

3.8 Confidentiality

Serene takes reasonable steps to protect Client information, property details, access codes, security details, payment information, and Company Documentation. Access is limited to personnel, contractors, vendors, insurers, advisors, and service providers who reasonably need the information for authorized purposes.

3.9 Information Sharing

Serene may share information with:

• Employees, contractors, and service personnel
• Payment processors, banks, and billing providers
• Scheduling, customer management, website, hosting, analytics, and communication platforms
• Insurance carriers, bonding providers, adjusters, investigators, and claims professionals
• Professional advisors, including attorneys, accountants, and consultants
• Property managers, building personnel, or authorized Client representatives when necessary for service
• Law enforcement, government agencies, courts, or others when required by law or necessary to protect rights or safety
• Successor entities in connection with a business sale, merger, reorganization, or transfer

Serene does not sell Client access codes, service documentation, or property security information. Serene does not sell personal information as a core business model. If applicable privacy law treats certain advertising or analytics cookies as a sale or share, available choices will be provided as required by law.

3.10 Payment Information

Payment card and banking information may be processed by third-party payment processors. Serene may receive limited payment information such as payment status, transaction identifiers, card brand, expiration date, last four digits, billing contact information, and fraud or dispute indicators.

Serene does not intend to store full payment card numbers unless handled through a compliant payment processor or secure authorized system.

3.11 Insurance & Legal Investigations

Serene may use and disclose information, including Company Documentation, to investigate claims, support insurance or bonding matters, respond to disputes, collect unpaid amounts, enforce policies, protect safety, or comply with law.

3.12 Data Retention

Serene retains information for as long as reasonably necessary for services, account administration, tax, accounting, legal, insurance, safety, dispute resolution, compliance, and business recordkeeping purposes.

Retention periods may vary based on the type of information, the nature of the Client relationship, legal requirements, insurance requirements, and business needs.

3.13 Data Security

Serene uses reasonable administrative, technical, and physical safeguards designed to protect information. No website, platform, communication method, or storage system can be guaranteed completely secure.

The Client is responsible for using secure communication practices and notifying Serene promptly of compromised access instructions, unauthorized account activity, or changed contact information.

3.14 Marketing Communications

Serene may send marketing communications, newsletters, promotions, referral offers, membership information, or service recommendations where permitted by law. Recipients may opt out of marketing communications by using the unsubscribe or opt-out method provided or by contacting Serene.

Opting out of marketing does not stop transactional or service-related communications.

3.15 Children's Privacy

The website and services are intended for adults and are not directed to children under thirteen (13). Serene does not knowingly collect personal information from children under thirteen. If Serene learns that such information was collected, it will take reasonable steps to delete it where required.

3.16 Client Rights

Clients may contact Serene to request access, correction, deletion, or limitation of certain personal information. Serene will respond as required by applicable law and may need to verify identity before processing a request.

Some information may be retained where necessary for legal, accounting, insurance, security, dispute resolution, or business recordkeeping purposes.

3.17 Third-Party Services

Third-party websites, payment processors, scheduling platforms, analytics providers, communication tools, and embedded content may have their own privacy practices. Serene is not responsible for third-party privacy practices except as required by applicable law.

3.18 Policy Updates

Serene may update this Privacy Policy from time to time. Updated versions will be posted on the website or otherwise made available.

3.19 Acceptance

By using the website, requesting services, authorizing payment, enrolling in a membership, or receiving services, the Client acknowledges this Privacy Policy.

4.1 Purpose

This Payment Authorization & Billing Policy governs deposits, invoices, payment methods, automatic payments, membership billing, pricing adjustments, disputes, collections, and related billing practices. It supplements and is incorporated into the Terms & Conditions.

4.2 Payment Authorization

By providing a payment method, approving services, booking online, enrolling in a membership, approving an estimate, signing or accepting a proposal, or otherwise authorizing payment, the Client authorizes Serene to charge approved payment methods for amounts owed under these Terms.

Authorized charges may include deposits, service fees, membership fees, approved add-ons, pricing adjustments, applicable taxes, cancellation fees, lockout fees, late fees where permitted by law, returned payment fees where permitted by law, and outstanding balances.

4.3 Accepted Payment Methods

Serene may accept payment methods approved by the Company, which may include credit card, debit card, ACH, electronic invoice payment, online checkout, mobile payment, bank transfer, or other approved methods.

Serene may modify accepted payment methods at any time. Certain services, memberships, or commercial accounts may require a payment method on file.

4.4 Deposits

Serene may require a deposit or prepayment to reserve an appointment, approve a proposal, begin work, order supplies, hold staffing, or confirm a project. Deposit terms will be stated in the estimate, invoice, proposal, booking confirmation, or service communication.

Deposits may be non-refundable to the extent permitted by applicable law if the Client cancels late, fails to provide access, fails to prepare the Property, violates policy, or otherwise prevents service after Serene has reserved resources.

4.5 Payment Due Dates

Unless otherwise agreed in writing, payment for non-membership services is due upon completion. Commercial accounts, recurring clients, or approved projects may have invoice terms stated in writing.

Serene may charge the payment method on file immediately after service completion or within a reasonable billing period after completion.

4.6 Membership Billing

Membership fees are billed according to the membership confirmation, billing schedule, invoice, or membership terms. Membership fees are separate from additional service charges unless expressly included in the applicable membership plan.

The Client authorizes recurring membership charges until the membership is canceled or terminated according to the applicable cancellation policy and applicable law.

4.7 Automatic Payments

For recurring memberships, subscriptions, or continuous service arrangements, Serene will provide required offer terms, obtain authorization, provide confirmation, and offer cancellation methods as required by applicable law.

Automatic payments may continue until the Client cancels, the membership expires, the Company terminates the membership, or the arrangement otherwise ends.

4.8 Estimates

Estimates are based on information available when provided and may change after inspection, service review, or discovery of undisclosed conditions. Estimates are not final pricing unless expressly stated in writing.

4.9 Pricing Adjustments

Pricing adjustments may apply when actual conditions differ from the information provided, the Client requests additional work, the scope changes, access is delayed, safety conditions require modification, or the Property requires additional labor, products, equipment, or time.

Serene will make reasonable efforts to communicate material pricing adjustments before performing additional work.

4.10 Approved Add-On Services

Approved add-on services may be authorized in writing, electronically, verbally, by text, by email, through online booking, or by onsite approval documented by Serene. Approved add-ons are billable in addition to the original estimate or service price.

4.11 Taxes

Applicable taxes, fees, surcharges, or government charges may be added to invoices as required or permitted by law. Tax treatment may vary by service type, property type, jurisdiction, or transaction.

4.12 Late Payments

Past-due balances may result in service suspension, membership suspension, loss of preferred scheduling, refusal of future services, late fees where permitted by law, collection activity, or termination of the Client relationship.

Late fees or interest will apply only where disclosed and permitted by applicable law.

4.13 Returned Payments

Returned checks, rejected ACH payments, reversed payments, or other returned transactions may result in returned payment fees where permitted by law, immediate balance due, required alternative payment method, or service suspension.

4.14 Failed Transactions

If a payment fails, the Client remains responsible for the balance owed. Serene may retry the payment method, request an updated payment method, suspend services, suspend membership benefits, or decline future appointments until the balance is resolved.

4.15 Chargebacks

The Client agrees to contact Serene in good faith before initiating a chargeback when reasonably practicable so the Company has an opportunity to review and address the concern. Nothing in this policy limits payment card rights that cannot legally be waived.

Improper, false, or abusive chargebacks may result in service termination, collection activity, recovery of amounts owed, and use of Company Documentation to respond to the dispute.

4.16 Billing Disputes

Billing disputes should be raised promptly and should include the invoice number, service date, disputed amount, and explanation. Serene will review billing disputes in good faith.

Undisputed amounts remain due while a billing dispute is reviewed. Payment of an invoice does not waive the Client's right to raise a timely good-faith concern.

4.17 Collections

Serene may refer past-due accounts to collections, attorneys, small claims court, or other lawful recovery methods. The Client may be responsible for collection costs, court costs, attorney fees, returned payment fees, and other recovery costs only to the extent permitted by applicable law and any written agreement.

4.18 Service Documentation

Serene may use Company Documentation, invoices, communications, approvals, time records, service notes, photographs, and payment records to verify services, support billing, investigate disputes, respond to chargebacks, or pursue collections.

4.19 No Waiver

Serene's decision to delay billing, waive a fee, extend time for payment, accept partial payment, or continue service despite a balance does not waive Serene's right to enforce payment obligations or policies in the future.

4.20 Governing Law

This Payment Authorization & Billing Policy is governed by Minnesota law, subject to applicable federal payment, banking, and consumer protection laws.

4.21 Acceptance

By providing a payment method, approving services, enrolling in a membership, accepting a proposal, booking online, authorizing payment, or receiving services, the Client agrees to this Payment Authorization & Billing Policy.

5.1 Purpose

This Recording & Service Documentation Policy explains how Serene may document consultations, property conditions, service visits, completed work, safety issues, quality reviews, insurance matters, and disputes. It supplements and is incorporated into the Terms & Conditions.

5.2 Types of Documentation

Company Documentation may include:

• Body-worn camera footage
• Operational photographs
• Video recordings where approved and lawful
• Service notes
• Work logs
• Time records
• Quality assurance records
• Property condition notes
• Employee or contractor statements
• Client communications
• Access records
• Incident reports
• Insurance or claim records

5.3 Body-Worn Cameras

Body-worn cameras may be used during service visits for employee safety, service verification, quality assurance, property condition documentation, insurance investigation, dispute resolution, and legal compliance.

Body-worn cameras are not used for marketing without separate written consent. Recording practices may be modified where privacy, safety, or legal requirements call for limitation.

5.4 Photography

Serene may take photographs before, during, and after service to document condition, progress, completion, access issues, safety concerns, pre-existing damage, specialty materials, excluded areas, or alleged damage.

Photographs are confidential business records unless the Client provides separate written consent for marketing, portfolio, website, or social media use.

5.5 Service Notes

Service notes may document arrival time, departure time, staffing, tasks performed, excluded areas, property conditions, products used, Client instructions, access issues, safety concerns, additional work, and service concerns.

Service notes are maintained as internal business records.

5.6 Confidential Records

Company Documentation is confidential and may contain personal, property, access, security, or business information. Serene treats these records as confidential and limits use to approved business purposes.

5.7 Storage

Company Documentation may be stored in secure business systems, cloud platforms, devices, customer management systems, insurance files, legal files, or other approved storage locations. Retention periods vary based on operational, insurance, legal, accounting, safety, and business needs.

5.8 Access Controls

Access to Company Documentation is limited to authorized personnel, contractors, vendors, insurers, advisors, or service providers who reasonably need access for approved purposes.

5.9 Confidentiality

Serene will not sell Company Documentation or publish it for marketing without separate written consent. Company Documentation may be disclosed only as reasonably necessary for services, claims, insurance, safety, legal compliance, payment disputes, business operations, or protection of rights.

5.10 Privacy Protections

Serene will make reasonable efforts to avoid unnecessary documentation of sensitive personal information, private papers, financial information, medical information, unclothed persons, occupied private spaces, or unrelated personal activity.

If sensitive information is inadvertently captured, Serene will handle it according to this policy and the Privacy Policy.

5.11 Unauthorized Access

Unauthorized access, copying, disclosure, alteration, deletion, or misuse of Company Documentation is prohibited. Serene may take disciplinary, contractual, or legal action in response to unauthorized use.

5.12 Record Requests

Clients may request review of certain Company Documentation related to their service. Serene may grant, deny, limit, redact, summarize, or condition access based on privacy, safety, confidentiality, employee protection, legal privilege, insurance requirements, proprietary information, or business record concerns.

Serene is not required to provide raw internal records except where required by law.

5.13 Legal Disclosures

Serene may disclose Company Documentation in response to subpoenas, court orders, law enforcement requests, insurance investigations, legal claims, chargebacks, collection matters, or as otherwise required or permitted by law.

5.14 Retention

Company Documentation is retained for as long as reasonably necessary for service verification, quality assurance, safety, insurance, dispute resolution, tax, accounting, legal, and business purposes. Serene may delete records when retention is no longer required.

5.15 Acceptance

By requesting, scheduling, authorizing, or receiving services, the Client acknowledges and agrees that services may be documented as described in this Recording & Service Documentation Policy.

6.1 Purpose

This Property Condition & Pre-Existing Damage Policy explains the Client's disclosure obligations, Serene's documentation practices, and how property condition issues and alleged damage claims are handled. It supplements and is incorporated into the Terms & Conditions.

6.2 Pre-Existing Conditions

Pre-existing conditions include any damage, wear, defect, instability, deterioration, staining, buildup, discoloration, breakage, improper installation, failed repair, manufacturer defect, or condition that existed before Serene began service, whether visible or hidden.

Serene is not responsible for pre-existing conditions or for damage that results from ordinary handling, ordinary cleaning, or ordinary property care revealing or worsening an undisclosed or hidden condition.

6.3 Property Documentation

Serene may document property condition before, during, or after service using photographs, body-worn camera footage, service notes, inspection notes, and related records. Documentation may include pre-existing damage, fragile conditions, specialty materials, safety hazards, excluded areas, or access issues.

6.4 Client Responsibilities

The Client must disclose known or suspected:

• Broken, loose, unstable, or improperly installed fixtures
• Chipped, cracked, scratched, stained, etched, worn, or deteriorated surfaces
• Specialty materials, luxury finishes, custom surfaces, antiques, collectibles, and fragile items
• Prior cleaning damage, chemical sensitivity, or manufacturer care limitations
• Water damage, mold, pest activity, odors, residue, contamination, or structural concerns
• Items of unusual value, irreplaceable items, or items requiring exclusion from service

The Client must secure or remove fragile, valuable, private, hazardous, or irreplaceable items from active service areas.

6.5 Specialty Materials

Specialty materials may be excluded, spot-tested, or cleaned only with approved methods. Serene may require written care instructions, manufacturer guidance, Client-provided products, or professional evaluation before service.

If specialty materials are not disclosed before service, Serene may deny responsibility for damage arising from undisclosed characteristics, care restrictions, pre-existing conditions, or material vulnerability to the fullest extent permitted by applicable law.

6.6 Existing Damage

Examples of existing damage or vulnerable conditions include loose hardware, unstable shelves, unsecured mirrors, cracked stone, worn sealant, failing grout, damaged caulk, peeling paint, water-damaged wood, aged finishes, sun fading, etched glass, scratched appliances, oxidized metal, cracked tile, delaminating cabinets, and fabric deterioration.

Normal service may reveal these conditions. Discovery of a condition during service does not mean Serene caused it.

6.7 Damage Reporting

Any alleged damage must be reported within forty-eight (48) hours after service completion, unless a longer period is required by law. The report should include photographs, a description, service date, location, item involved, and any available proof of prior condition, repair history, value, or ownership.

6.8 Investigation Process

Serene may investigate alleged damage using Company Documentation, employee statements, Client statements, photographs, video, service notes, product records, time records, property condition records, vendor assessments, manufacturer information, insurance review, and other relevant evidence.

The Client must preserve the affected item or area and allow reasonable inspection before repair, replacement, disposal, or alteration when practicable.

6.9 Limitation of Responsibility

To the fullest extent permitted by applicable law, Serene is responsible only for verified damage caused by Serene's negligent act or omission during services within the Approved Scope of Work. Serene's responsibility is limited as stated in the Limitation of Liability section of the Terms & Conditions.

Serene is not responsible for pre-existing damage, normal wear and tear, hidden defects, manufacturer defects, improper installation, aging materials, unsecured items, undisclosed specialty materials, undisclosed fragile items, or circumstances beyond reasonable control.

6.10 Insurance

If a claim may involve insurance or bonding, Serene may submit information to the applicable carrier or provider. Coverage decisions are made by the carrier or provider according to policy terms.

The Client's cooperation may be required for claim review.

6.11 Governing Law

This Property Condition & Pre-Existing Damage Policy is governed by Minnesota law.

6.12 Acceptance

By requesting, scheduling, authorizing, or receiving services, the Client agrees to this Property Condition & Pre-Existing Damage Policy.

7.1 Commitment

Serene is committed to providing professional, attentive, concierge-level service within the Approved Scope of Work. This Satisfaction Guarantee explains how service concerns are reviewed and addressed.

7.2 Reporting Concerns

If the Client believes an area included in the Approved Scope of Work was missed or not completed to Serene's service standards, the Client must notify Serene within twenty-four (24) hours after service completion.

The report should include the service date, affected area, description of the concern, and photographs when helpful.

7.3 Review Process

Serene may review the concern using Client communications, photographs, service notes, Company Documentation, employee statements, scope of work, property condition, and service limitations.

Serene may request additional information or an opportunity to inspect the area before determining whether corrective service is appropriate.

7.4 Corrective Services

When Serene determines that a concern is verified and within the Approved Scope of Work, Serene may, at its discretion, offer corrective service, additional attention to the affected area, a service credit, or another reasonable resolution.

Corrective service must be scheduled within a reasonable time and is subject to access, safety, staffing, and availability.

7.5 Scope

The Satisfaction Guarantee applies only to services included in the Approved Scope of Work and performed by Serene during the applicable appointment.

The Satisfaction Guarantee does not expand the Approved Scope of Work, guarantee perfect results, or require services that are unsafe, impractical, outside Company scope, or prevented by property condition.

7.6 Exclusions

The Satisfaction Guarantee does not apply to:

• Areas or tasks outside the Approved Scope of Work
• New messes, use, spills, dust, pet hair, or activity after service completion
• Normal settling of dust
• Permanent stains, odors, residue, discoloration, buildup, etching, corrosion, or wear
• Pre-existing conditions, aging materials, manufacturer defects, or improper installation
• Cluttered, blocked, inaccessible, unsafe, or excluded areas
• Specialty materials excluded or limited by Serene
• Client preference changes after service
• Requests for free additional services or upgrades
• Properties where access for review or correction is denied

7.7 Refund Policy

Serene's preferred remedy for verified service concerns is corrective service. Refunds are not guaranteed and are issued only at Serene's discretion or where required by law.

Any refund, credit, or courtesy adjustment does not admit liability and does not waive Serene's rights under these Terms.

7.8 Investigation

Service concerns involving alleged damage, safety, property condition, billing, or documentation may be reviewed under the applicable Company policy in addition to this Satisfaction Guarantee.

7.9 Relationship to Other Policies

This Satisfaction Guarantee works together with the Terms & Conditions, Company Policies & Service Standards, Property Condition & Pre-Existing Damage Policy, Recording & Service Documentation Policy, and Payment Authorization & Billing Policy.

7.10 Governing Law

This Satisfaction Guarantee is governed by Minnesota law.

7.11 Acceptance

By requesting, scheduling, authorizing, or receiving services, the Client agrees to this Satisfaction Guarantee.

8A. Service Cancellation & Rescheduling

8.1 Purpose

This Service Cancellation & Rescheduling Policy explains how appointment cancellations, rescheduling, lockouts, missed appointments, weather delays, and scheduling concerns are handled. It supplements and is incorporated into the Terms & Conditions.

8.2 Client Cancellations

Clients should provide at least twenty-four (24) hours' notice for cancellation or rescheduling of a service appointment unless a different notice period is stated in writing.

Short-notice cancellations may affect staffing, route planning, appointment availability, and other Clients. Fees may apply as stated in the invoice, proposal, booking confirmation, membership terms, or Company policy.

8.3 Late Cancellations

A cancellation or rescheduling request made less than twenty-four (24) hours before the appointment may be treated as a late cancellation. Serene may charge a late cancellation fee, retain a deposit, require prepayment for future services, or limit future scheduling, to the fullest extent permitted by applicable law.

8.4 Lockouts

A lockout occurs when Serene cannot access the Property at the scheduled appointment because of locked doors, incorrect codes, unavailable keys, building restrictions, unavailable Client or representative, parking barriers, unsafe animals, security procedures, or other access failures within the Client's control.

Lockouts may be treated as missed appointments and may result in applicable fees.

8.5 Missed Appointments

Missed appointments may result in loss of deposit, cancellation fees, lockout fees, rescheduling limitations, membership review, service suspension, or requirement of prepayment.

If Serene completes partial service before access or safety issues prevent completion, charges may apply for completed work, time, travel, and reserved resources.

8.6 Company Rescheduling

Serene may reschedule, delay, modify, or cancel appointments due to weather, illness, emergencies, staffing shortages, equipment issues, supply issues, unsafe conditions, access concerns, prior appointment delays, utility failures, or other operational circumstances.

Serene will make reasonable efforts to notify the Client and reschedule as soon as practicable.

8.7 Weather Delays

Weather-related delays may occur because of blizzards, snow emergencies, ice storms, tornado warnings, flooding, severe thunderstorms, extreme temperatures, hazardous travel conditions, road closures, unsafe parking, or government advisories.

Weather-related rescheduling is not a breach of service obligations.

8.8 Membership Priority

Active members in good standing may receive scheduling priority when reasonably available. Priority scheduling does not guarantee same-day service, emergency appointments, specific dates, specific times, or specific personnel.

8.9 Repeated Scheduling Abuse

Repeated short-notice cancellations, lockouts, missed appointments, excessive rescheduling, or failure to prepare the Property may result in loss of preferred scheduling, required deposits, required prepayment, membership review, service suspension, or termination of services.

8.10 Emergency Exceptions

Serene may consider emergency circumstances in good faith. Waiver of a cancellation or lockout fee in one instance does not require waiver in future instances.

8.11 Governing Law

This Service Cancellation & Rescheduling Policy is governed by Minnesota law.

8.12 Acceptance

By scheduling or receiving services, the Client agrees to this Service Cancellation & Rescheduling Policy.

8B. Membership Cancellation

8.13 Month-to-Month Membership

Unless otherwise stated in a written membership confirmation, memberships continue on a recurring basis according to the applicable billing schedule until canceled or terminated.

Memberships may be subject to automatic renewal or continuous service requirements under applicable law.

8.14 Minimum Commitment

If a membership includes a minimum commitment, the minimum commitment must be disclosed in the membership offer terms, proposal, confirmation, or agreement. Promotional incentives may be conditioned on completion of the disclosed minimum commitment where permitted by law.

Nothing in this policy limits cancellation rights that cannot legally be waived.

8.15 Cancellation Notice

After any applicable minimum commitment, Clients may cancel membership by providing written or electronic notice through an approved cancellation method. Unless a shorter or different cancellation timeline is required by law, cancellation should be submitted at least thirty (30) days before the next billing date to avoid the next scheduled charge.

For consumer memberships that qualify as continuous service under Minnesota law, a verified cancellation will take effect no later than thirty-one (31) days after notice unless the Client specifies a future termination date and that option is available. For consumer memberships that qualify as automatic renewal for a definite term, cancellation will take effect at the end of the current term unless the Client specifies a later available termination date.

8.16 Cancellation Methods

Serene will provide cancellation methods required by applicable law. Cancellation may be available by email, website, client portal, written notice, or another method provided by Serene.

If Serene offers membership enrollment through an online website with profile or subscription management capabilities, Serene will provide a clear and accessible online termination option as required by Minnesota law.

8.17 Membership Benefits

Membership benefits are available only while the membership is active and in good standing. Unused benefits do not roll over, accumulate, transfer, convert to cash, or survive cancellation unless expressly stated in writing or required by law.

8.18 Loyalty Rewards

Loyalty rewards, referral credits, promotional benefits, seasonal benefits, upgrades, or member privileges have no cash value unless expressly stated in writing. Benefits may be subject to eligibility, availability, scheduling, and good-standing requirements.

8.19 Scheduled Services

Cancellation of a membership does not automatically cancel already scheduled service appointments unless confirmed by Serene. The Client remains responsible for completed services, approved add-ons, applicable fees, and outstanding balances.

8.20 Billing

Membership fees already processed are non-refundable unless otherwise stated in writing or required by law. Cancellation does not relieve the Client of amounts owed for completed services, approved work, cancellation fees, lockout fees, or outstanding balances.

8.21 Company Right to Cancel

Serene may suspend, decline renewal of, or terminate a membership for non-payment, failed transactions, fraud, unsafe conditions, harassment, abuse of benefits, misrepresentation, repeated lockouts, policy violations, or work outside Company scope.

Termination does not waive amounts owed for completed services or other lawful charges.

8.22 Membership Changes

Membership upgrades, downgrades, pauses, changes in service frequency, property changes, or benefit modifications are subject to Company approval, eligibility, pricing, staffing, scheduling, and applicable law.

Changes to property size, occupancy, use, condition, service needs, or access may require membership repricing or plan modification.

8.23 Rejoining

Former members may request to rejoin, subject to consultation, eligibility, availability, current pricing, current terms, and Company approval. Prior membership pricing, benefits, or promotions are not guaranteed.

8.24 Questions

Questions about cancellation, billing, benefits, or membership changes should be directed to Serene through the contact methods published on the website or provided in membership communications.

8.25 Acceptance

By enrolling in, renewing, using, or continuing a membership, the Client agrees to this Membership Cancellation Policy and all incorporated terms.

9.1 Purpose

This Website Disclaimer governs use of Serene's website and online content. It supplements and is incorporated into the Terms & Conditions.

9.2 Informational Use Only

Website content is provided for general informational, scheduling, service, and business purposes. Website content may describe services, pricing concepts, promotions, memberships, service standards, policies, and property care topics, but it may not reflect every available service, limitation, condition, or pricing factor.

9.3 No Warranties

The website is provided on an "as available" basis. To the fullest extent permitted by applicable law, Serene makes no warranties that the website will be uninterrupted, error-free, secure, current, complete, or free from harmful components.

9.4 Service Information

Service descriptions, pricing, promotions, availability, membership benefits, timelines, and results described on the website are subject to consultation, approval, property conditions, scheduling availability, and the Approved Scope of Work.

Website information does not guarantee service availability, eligibility, pricing, staffing, or results.

9.5 No Professional Advice

Website content is not legal, tax, financial, insurance, medical, environmental, structural, remediation, pest control, or other professional advice. Clients should consult qualified professionals for specialized advice.

9.6 Service Results

Service results vary based on property condition, surface type, prior maintenance, age, wear, buildup, stains, odors, defects, accessibility, safety, time, and scope. Serene does not guarantee restoration of damaged, worn, neglected, stained, defective, contaminated, or improperly maintained property.

9.7 Limitation of Reliance

The Client should not rely solely on website content when deciding whether a service is appropriate for a particular property, material, surface, or condition. The Client should disclose relevant conditions during consultation and request clarification when needed.

9.8 Third-Party Websites

The website may link to third-party websites, platforms, embedded tools, payment processors, scheduling systems, or external resources. Serene is not responsible for third-party content, availability, accuracy, security, privacy practices, terms, or services.

9.9 Intellectual Property

Website content, branding, logos, photographs, videos, graphics, policies, service descriptions, checklists, and written materials are protected intellectual property owned by or licensed to Serene. Unauthorized copying, distribution, modification, scraping, or commercial use is prohibited.

9.10 Website Changes

Serene may update, modify, suspend, or discontinue website content, features, pricing information, policies, promotions, or availability at any time, subject to applicable law and confirmed written agreements.

9.11 Governing Law

This Website Disclaimer is governed by Minnesota law.

9.12 Acceptance

By using the website, the user acknowledges this Website Disclaimer and agrees to use the website in accordance with the Terms & Conditions.

10.1 Commitment

Serene is committed to providing a website experience that is accessible, usable, and welcoming to Clients and visitors, including people with disabilities.

10.2 Accessibility Efforts

Serene strives to support accessibility through reasonable website design, readable content, clear navigation, meaningful headings, appropriate contrast where practicable, keyboard-aware functionality where supported by the website platform, and compatibility with commonly used assistive technologies.

10.3 Continuous Improvement

Accessibility is an ongoing effort. Serene may review website features, content, third-party tools, forms, media, and policy pages over time to improve usability and reduce barriers.

10.4 Assistance

If a visitor has difficulty accessing website content, submitting a form, reviewing policies, requesting a consultation, or using an online feature, Serene will make reasonable efforts to provide assistance through an alternate communication method.

10.5 Third-Party Content

The website may include third-party platforms, embedded tools, scheduling systems, payment processors, maps, social media features, analytics, or applications that Serene does not fully control. Serene encourages third-party providers to support accessibility but cannot guarantee their accessibility performance.

10.6 Accessibility Updates

Serene may update this Accessibility Statement as website features, technology, services, or accessibility practices change.

10.7 Governing Law

This Accessibility Statement is governed by applicable federal law and Minnesota law.

10.8 Contact Information

For accessibility assistance, Clients and visitors may contact Serene through the contact form, email address, phone number, or other contact method published on the Serene website. Please describe the accessibility concern, the page or feature involved, and the preferred method of response.