1.1 Acceptance

These Terms govern Serene Inner Era LLC (“Serene,” “we,” “us”) services and use of our website, forms, bookings, memberships, and related communications (the “Site”).

By using the Site, requesting a consultation or estimate, approving a proposal, booking, authorizing payment, joining a membership, posting content, or receiving services, you agree to these Terms. If you do not agree, do not use the Site or book service.

You represent you are 18 or older, an emancipated minor, or have parental consent, and can enter this contract. The Site and services are not for children under 13.

1.2 Other documents

These Terms include the policies in the Contents list and any written proposal, estimate, invoice, membership confirmation, or click-through you accept. Special click-through terms apply only to what they cover.

1.3 Privacy

The Privacy Policy in Section 3 applies. If these Terms and the Privacy Policy conflict, these Terms control except where privacy or consumer-protection law requires otherwise.

1.4 Definitions

Approved Scope of Work — services, areas, tasks, schedule, limits, exclusions, and pricing Serene and you approved.

Client / you — the person or business requesting or receiving service.

Company Documentation — photos, video, body-worn camera recordings, notes, time records, logs, statements, messages, and related business records.

Content — material on the Site.

Membership — a recurring program Serene approved.

Property — the service location.

Services — property-care work Serene provides.

UGC — content you post on the Site that is not Feedback.

1.5 Services

Serene provides residential and commercial concierge property care in Minnesota and, by arrangement, elsewhere: maintenance and deep cleaning; commercial, office, retail, multifamily, and common-area care; move-in/move-out and turnover; organization and lifestyle support; memberships; and approved add-ons.

Offerings, prices, benefits, and availability may change, subject to law and any confirmed writing then in effect.

1.6 Consultation-first

Consultations may be by phone, video, form, photos, or in person. A consultation does not lock a date, price, membership, or acceptance of the job unless confirmed in writing.

1.7 Estimates and scope

Estimates are good-faith and not final unless a writing says they are. Price, time, staff, products, and methods may change after inspection or when conditions were not fully disclosed. Work stays inside the Approved Scope unless Serene approves extras. Serene may decline work that is unsafe, impractical, out of time, or outside its standards.

1.8 Price changes

Serene may change price, staff, time, or scope when reality differs from what you described: wrong size or condition; hidden soil, clutter, pet hair, odors, or stains; blocked areas; delayed or unsafe access; utility failure; specialty surfaces; added requests; extra labor or equipment; or safety changes.

Serene will try to get your approval before extra work. If you cannot be reached, Serene may stay within the approved time, budget, or original scope.

1.9 Payment

Due as stated on the invoice, proposal, booking, membership terms, or Section 4. Unless a writing says otherwise, non-membership work is due when finished.

You authorize charges for completed work, the disclosed deposit, membership fees, approved add-ons, taxes, disclosed cancellation or lockout fees, late or returned-payment fees where the law allows, and unpaid balances.

Serene may require a disclosed deposit, prepayment, or card on file before confirming, and may pause work for unpaid balances, failed payments, or disputes not raised in good faith. This does not take away billing-error or chargeback rights the law preserves.

1.10 Memberships

Memberships need consultation and approval. Benefits have no cash value unless a writing says so, are not unlimited service, and are not transferable unless Serene agrees in writing.

If the plan is continuous service or auto-renews under Minnesota Statutes §§ 325G.56–.60, Serene will give the legally required offer terms, confirmation, annual notice (for continuous service), and cancelation methods. Details: Sections 8B and 11.

1.11 Your responsibilities

Give accurate property, access, safety, and scope information. Read estimates and policies before you approve. Provide safe, timely access and working utilities. Secure valuables, cash, jewelry, firearms, medications, private papers, and irreplaceable items. Disclose fragile items, antiques, luxury or specialty surfaces, existing damage, hazards, and care instructions. Secure pets. Treat staff with respect. Report problems within the stated times unless law requires longer.

If you do not, Serene may limit or reschedule work, charge disclosed fees, deny a claim, pause membership, or stop service.

1.12 Access, prep, condition

You must arrange lawful access and current codes, and any building or HOA permissions. No access for reasons in your control may be a lockout or missed visit and the disclosed fee may apply.

Remove or secure items that should not be handled, moved, cleaned, or recorded. Unless it is in the Approved Scope, Serene is not required to move heavy furniture, appliances, boxes, or clutter that blocks safe work.

Service matches condition on arrival. Serene is not responsible for pre-existing problems, aging materials, hidden defects, bad installation, manufacturer defects, loose fixtures, worn finishes, or damage that ordinary care makes visible. Disclose mold, pests, waste, biohazards, needles, drug residue, water or smoke damage, structural issues, broken glass, unsecured weapons, hazardous chemicals, electrical hazards, or unsafe occupants.

1.13 Specialty materials

These may need your instructions, maker guidance, or exclusion: natural or unsealed stone; antique, unfinished, oiled, or custom wood; specialty metals; luxury appliances; custom tile, wallpaper, murals, specialty glass; art, antiques, collectibles; delicate textiles. Serene may decline or modify work if instructions are missing or risk is high.

1.14 Equipment

Serene may need your vacuum or similar equipment that cannot be sanitized between properties. It must be safe, clean, and working. If it is not available or not usable, Serene may change, reschedule, or decline that part of the job, or use Serene equipment for the disclosed equipment-provision fee.

When this fee may apply, the estimate or booking offer should show the price with your equipment and the price with Serene’s equipment fee. If that fee is required to get the advertised service and you cannot reasonably avoid it, it will be disclosed with the offered price under Minnesota’s all-in pricing rule.

1.15 Pets

Disclose pets and secure them. Serene is not responsible for animals that escape, hide, soil or damage the Property, or interfere when not secured, and may stop work if an animal is unsafe or disruptive.

1.16 Safety and refusal

Serene may refuse, pause, change, or end service for unsafe, unsanitary, illegal, harassing, discriminatory, or abusive conditions, or work outside scope. If work stops after arrival for reasons in your control, disclosed fees for time, travel, lockout, late cancel, or finished work may still apply.

Other grounds: non-payment, failed payment, abusive chargebacks, fraud, false information; work beyond training, licensing, staff, equipment, or insurance; repeated lockouts or short-notice cancels; conduct that blocks professional work.

Serene does not do hazmat, biohazard, pest, mold, medical, crime-scene, or hoarding remediation unless a writing says so and it is in scope.

1.17 Documentation and cameras

Serene may create Company Documentation, including body-worn cameras where lawful. Uses: quality, safety, training, verification, insurance, disputes, legal compliance, and records. Not for marketing without separate written consent.

Recording may be limited in bathrooms, changing areas, occupied bedrooms, or near sensitive information, except as reasonably needed to document work, safety, pre-existing condition, or alleged damage. If you forbid reasonable documentation, Serene may change or decline the visit. Camera notice should also appear on the booking confirmation. Details: Section 5.

1.18 Confidentiality

Client information, access details, and Company Documentation are confidential business records. Serene shares them only as needed to serve you, bill, investigate claims, support insurance, follow the law, protect safety, or run the business.

Do not publish or misuse Company Documentation, staff information, checklists, pricing methods, or other confidential business material except as the law requires.

1.19 Damage reporting and limitation of liability

Report alleged damage within 48 hours after service unless law requires longer. Include date, area, item, description, photos, and supporting materials.

Late, thin, or unverifiable claims may be denied to the extent the law allows, because delay blocks a fair review.

Serene may use Company Documentation and related records. Preserve the item or area and avoid repair or disposal before inspection when you reasonably can. Reviewing a claim is not an admission.

Limitation of liability. To the fullest extent Minnesota law allows, if Serene is responsible for verified property damage caused by Serene’s negligent act or omission during in-scope work, Serene’s liability is limited to the reasonable cost of repair or replacement of that property, considering age, condition, depreciation, market value, records, and available repair options.

Serene is not responsible for pre-existing damage, ordinary wear, hidden or maker defects, bad installation, unstable or aging materials, unsecured valuables, undisclosed fragile or specialty items, high-value items not disclosed in advance, or events beyond reasonable control.

To the fullest extent the law allows, Serene is not liable for indirect, incidental, special, punitive, or consequential damages (lost profits, lost use, distress, extra lodging), except where that limit is banned.

This section does not limit fraud, intentional misconduct, or any liability Minnesota does not let a consumer waive.

DISCLAIMERS. Except the Satisfaction Guarantee, a written proposal, and rights the law will not let you waive, services and the Site are provided “as is” and “as available.” Serene does not promise perfect results or restoration of damaged, worn, neglected, stained, or defective property.

1.20 Insurance

Serene carries commercial insurance appropriate to its work. The carrier decides coverage. Filing a claim does not guarantee payment.

1.21 Force majeure

Serene is not liable for delay or missed work caused by events beyond reasonable control (severe weather, closed roads, utility failure, public-health orders, labor or supply shortages, equipment failure, illness, building restrictions). Serene will try to notify you and rebook.

1.22 Messages and texts

You agree to operational messages by email, phone, voicemail, SMS, forms, or portal about estimates, schedule, invoices, membership, cancelation, safety, and accounts.

Marketing texts are optional and are not required to book or buy. Where the law requires separate consent, Serene will obtain it. Reply STOP to leave the text program. Opting out of marketing does not stop appointment, billing, or safety messages. Rates may apply. Full SMS terms: Section 3.

1.23 Site, marks, and access

Use the Site lawfully for personal, non-commercial purposes. Do not copy, scrape, or strip Content, remove notices, or disable security.

The Site and Content belong to Serene or its licensors. Viewing does not give you ownership. “Serene Inner Era” and related names, logos, and trade dress are Serene’s marks. Do not use them without permission.

1.24 UGC, removal, DMCA

You are responsible for what you post. Serene does not promise UGC is true or confidential and is not liable for it.

You own original UGC. By posting it you give Serene a nonexclusive, paid-up, worldwide, perpetual, royalty-free license to use it in any media. Do not post what you do not want licensed.

Serene may monitor, remove, or disclose UGC when the law requires or to protect rights or safety. Do not post unlawful, defamatory, obscene, or infringing material or impersonate others.

To ask that UGC be removed, email care@sereneinnerera.com. Copies elsewhere may be beyond Serene’s reach.

Copyright complaints: email a DMCA notice to care@sereneinnerera.com with signature, work described, URL, your contact information, a good-faith statement the use is unauthorized, and a statement under penalty of perjury that you are the owner or authorized agent.

1.25 Feedback

Ideas you send may be used by Serene without payment. Do not send ideas you want to keep.

1.26 Third parties

Links, processors, schedulers, maps, and apps have their own terms. Serene is not responsible for them except as the law requires.

1.27 Referrals and promos

Benefits follow published rules. No cash value unless a writing says so. Fraud or self-referral can void benefits. A discount on your job will not be made to depend on a later sale to someone you refer in a way Minnesota’s referral-selling rule forbids.

1.28 Non-solicitation

During the relationship and for one year after the last service date, do not knowingly hire or contract with a Serene employee or contractor who worked at your Property to do similar work outside Serene, unless Serene agrees in writing, to the extent Minnesota law allows. General “help wanted” ads not aimed at those people are allowed. Conduct the law protects is allowed.

1.29 Indemnity

To the extent the law allows, you will defend and pay Serene for third-party claims caused by UGC you posted, your misuse of the Site, false information you gave, or unsafe conditions you knew or should have known and did not disclose.

You do not indemnify Serene for Serene’s own negligence, fraud, or willful misconduct, or for any duty Minnesota does not let a consumer take on.

1.30 Changes; waiver

Serene may update Site features and these Terms. Updates apply going forward unless law says otherwise. Material membership-price or benefit changes will be noticed as required. Not enforcing a rule once is not a waiver.

1.31 Law, venue, severability, whole agreement

Minnesota law governs, without conflict rules that would pick another state.

Disputes go to the proper Minnesota state or federal courts except where law requires another forum. This does not take away a consumer forum that cannot be waived.

If one line is invalid, the rest stays. These Terms plus the incorporated writings are the full agreement and replace older inconsistent talk, except a writing Serene approved that says it changes these Terms.

1.32 Questions

care@sereneinnerera.com · (612) 444-7140 · https://sereneinnerera.com

1.33 Acceptance

Using the Site, booking, paying, joining a membership, or receiving service is acceptance.

These add operational detail to Section 1. Access, pets, safety, cameras, weather, and refusal rules in Section 1 apply and are not repeated.

Service follows the Approved Scope, training, condition, time, and safety. Old, damaged, stained, neglected, or worn surfaces are not promised restored.

Arrival times may be windows. Material delays will be communicated when reasonably possible. Delay does not cancel payment for finished work.

You must keep access instructions current. Poor prep that blocks the job may mean a shorter scope, extra disclosed fees, or a reschedule.

Serene chooses ordinary products and methods unless you request approved special products and disclose allergies and surface rules.

Staff must not be harassed, threatened, or recorded in a harassing way. Serene may leave and end the relationship for that conduct.

Extra work needs approval. If approval is unclear, Serene stays in the original scope.

Minnesota weather may delay or shorten visits. That is not a breach.

Requesting or receiving service is acceptance of these standards.

Providing a payment method or approving work authorizes the charges in Section 1.9. Methods may include card, ACH, invoice link, or other approved means.

Deposits. Amount, what it covers, and what is refundable will be stated before you pay or confirm. A deposit may be kept only as the law allows and only to cover reasonably estimated costs Serene actually incurs or cannot reasonably avoid because of late cancel, no access, no prep, policy breach, or blocked service after resources were reserved. It is not a hidden extra on the advertised price. If a deposit is required to get the advertised service and is not reasonably avoidable, it will be disclosed with the offered price. If only part of a project is affected, only the reasonably related portion may be kept unless law or a confirmed writing says otherwise.

Non-membership work is due on completion unless a writing says otherwise.

Membership fees follow the confirmation and Section 11 and continue until cancelation under Section 8B.

Material extra-work charges will be communicated before the extra work when reasonably possible. Approved add-ons are billable. Taxes may be added as the law requires.

Past-due accounts may be paused. Late or returned-payment fees apply only if disclosed and allowed. Failed payments remain due.

Please contact Serene in good faith before a chargeback when you reasonably can. You do not lose card-network or legal billing-error rights by these Terms. Abusive or false chargebacks may lead to termination and use of records in the dispute.

Raise invoice questions promptly with invoice number, date, amount, and reason. Undisputed amounts stay due.

Collections and attorneys’ fees only as Minnesota law and any signed writing allow.

Minnesota law applies, subject to federal payment rules. Paying or receiving service is acceptance.

5.1 Purpose

This Private 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 camera recordings and other service documentation (including operational photos and video taken to verify work, safety, insurance, or disputes) are confidential business records. They are never used for marketing, advertising, social media, websites, or portfolios.

If the Client separately agrees that Serene may take still photographs with a phone or camera for marketing, that consent covers only those marketing photos. It does not authorize use of body-worn camera recordings or other service documentation for marketing.

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. Those operational photographs are confidential business records. They are not used for marketing, portfolio, website, or social media.

Body-worn camera recordings and other service documentation are never used for marketing.

If the Client gives separate written consent, Serene may take additional still photographs of completed work for website, social media, ads, or portfolio use. That consent covers only those marketing stills. It does not authorize use of body-worn camera recordings or other service documentation for marketing. The Client may refuse marketing photos and still receive service. Consent may be withdrawn by emailing care@sereneinnerera.com. Photos already posted on third-party platforms may not be fully removable.

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 private. It may include personal information, property details, access or security information, and other business records. Serene treats all of it — including body-worn camera recordings, operational photographs, video, and service notes — as confidential business records. It is used only for approved business purposes such as quality, safety, insurance, disputes, legal compliance, and service verification. It is never used for marketing. Access is limited to people who reasonably need it for those purposes.

5.7 Storage

Company Documentation is stored in secure business systems. Retention periods vary based on operational, insurance, legal, accounting, safety, and business needs. Records are deleted or de-identified when they are no longer reasonably needed for those purposes.

5.8 Access Controls

Access to Company Documentation is limited to authorized personnel, contractors, insurers, and service providers who reasonably need it for approved purposes.

5.9 Confidentiality

Serene does not sell Company Documentation. Body-worn camera recordings and other service documentation are never published or used for marketing. 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 not intentionally document sensitive personal information, private documents, financial or medical information, unclothed persons, occupied private spaces, or personal activity unrelated to the work being performed.

If sensitive or private information is captured by mistake, Serene will restrict access and, where appropriate, delete or redact it under 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.

5.12 Record Requests

Clients may ask to review 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, proprietary information, or business-record concerns. Serene is not required to provide raw internal files except where the law requires it.

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 stored in secure business systems and kept only as long as reasonably necessary for service verification, quality, safety, insurance, disputes, tax, accounting, legal, and business purposes. Serene may delete or de-identify records when retention is no longer required.

5.15 Acceptance

By requesting, scheduling, authorizing, or receiving services, the Client agrees that services may be documented as described in this policy, including required body-worn cameras in active work areas except where privacy or law requires a limit. Service recordings are never used for marketing. Optional marketing stills, if any, require separate written consent.

Pre-existing means any damage, wear, defect, stain, buildup, bad install, or condition that was there before Serene started, seen or hidden. Ordinary care that reveals or worsens an undisclosed hidden condition is not automatically Serene’s fault.

Disclose loose fixtures, cracked or worn surfaces, specialty or luxury items, prior chemical damage, water issues, mold, pests, odors, and unusual-value items. Remove fragile and valuable items from active areas.

If specialty materials are not disclosed, Serene may deny related damage claims to the extent the law allows.

Finding a weak shelf, failed grout, etched glass, or similar during a clean does not mean Serene caused it.

Reporting, investigation, and limits follow Section 1.19.

Report missed or substandard in-scope work within 24 hours after service, unless a longer period is required by law. Include date, area, description, and photos when useful.

If verified and in scope, Serene may offer a return visit, a credit, or another fair fix, subject to access and staffing.

This does not expand scope or promise perfect results.

It does not cover out-of-scope work; new mess after we leave; ordinary dust settling; permanent stains, odors, etch, or wear; pre-existing or aging conditions; blocked or unsafe areas; specialty surfaces Serene limited; preference changes; free upgrades; or jobs where you refuse a review visit.

Preferred fix is a return visit. Refunds are not guaranteed except as required by law. A credit is not an admission.

Appointments. Give at least 24 hours’ notice unless a writing says otherwise. Less than 24 hours may be a late cancel. The fee, if any, will be stated on the booking confirmation and will reflect reasonably estimated lost time and travel, to the extent the law allows.

No access for reasons in your control, or a missed visit, may incur the disclosed lockout or missed-visit fee. Partial finished work may still be billed.

Serene may move a visit for weather, illness, staff, equipment, safety, or operations, and will try to rebook.

Members in good standing may get preferred scheduling when reasonably available — not a guaranteed date or person.

Repeated late cancels or lockouts may mean deposits, prepayment, or paused service. Waiving a fee once does not require waiving it again.

Membership cancelation. After any disclosed minimum term, cancel by an approved method, including any required online button if you joined online.

Notice at least 30 days before the next bill will usually avoid that bill when operations allow.

If the plan is continuous service under Minn. Stat. §§ 325G.56–.60, a verified cancel takes effect no later than 31 days after notice unless you pick a later available date. Serene need not offer a future date. If the plan auto-renews a definite term, cancelation takes effect at the end of the current term unless you pick a later available date.

If Serene fails to send a legally required confirmation or annual continuous-service notice, you may cancel by any reasonable means at any time at no cost (Minn. Stat. § 325G.59, subd. 3).

If a Minnesota club or home-solicitation cooling-off rule applies, Serene will honor it and refund what that statute requires.

During cancel, Serene will not pitch a new deal unless you allow it, and may ask only once. Serene may ask why you are leaving; you do not have to answer.

Benefits exist only while the membership is active and in good standing. Unused benefits do not become cash unless a writing or law says so. Canceling membership does not cancel already booked cleans unless Serene confirms. Finished work and balances remain due. Already processed membership fees are not refunded unless a writing or law says so.

Serene may suspend or end membership for non-payment, fraud, unsafe conditions, harassment, benefit abuse, repeated lockouts, or policy violations. Amounts owed stay owed.

Site content is general information. It is “as available” and may be incomplete. It is not legal, tax, insurance, medical, or structural advice. Do not rely on the Site alone to decide if a surface or property is a fit. Third-party links and IP rules are in Section 1.

Serene aims to keep the Site usable, including with common assistive tools. If a page or form blocks you, email care@sereneinnerera.com or call (612) 444-7140 with the page and how you prefer a reply. Third-party widgets are not fully in Serene’s control.

Personalized recurring membership for preferred pricing on approved extra services, planning, priority scheduling when reasonably available, and milestone benefits. Separate from your regular clean. Not unlimited service.

Only services listed in your approved membership scope are Established Membership Services.

Fee. Base membership starts at $29 per month. Your actual monthly fee may be higher based on the property and scope.

Before you enroll, Serene will show, clearly and near the offer:

• the actual recurring fee for your property;
• billing frequency;
• that membership continues until you cancel (or the renewal term if a fixed term applies);
• how to cancel; and
• that the fee is separate from cleaning and service charges unless a written proposal includes them.

$29 is a starting base only. It is not your price unless it is the amount you will actually be charged. Any required fee you cannot reasonably avoid to obtain membership will be included in or shown with the offered price (Minn. Stat. § 325D.44, subd. 1a). Taxes may be separate.

Established Membership Services get 15% off Serene’s standard à-la-carte price for the same scope. Routine recurring cleaning is separate unless the proposal includes it.

Active members get 10% off eligible extras outside the established scope, subject to approval. Discounts do not stack unless Serene agrees. A one-time request does not become an Established Service.

Milestones (consecutive months, active, good standing):

3 months — room detail up to $175

6 months — high-traffic reset up to $200

9 months — touchpoint restoration up to $175

12 months — 25% off one eligible comprehensive service, max $200

If the approved job costs more, you may pay the rest. Combined stated maximum of the four milestones is up to $750 in a qualifying twelve-month period. Not cash. Not transferable. Serene may limit redemption based on labor, access, condition, and safety.

Serene may keep a property care profile (preferences, access, surfaces, established services).

Cancel under Section 8B. Membership cancel does not automatically cancel separately booked cleans. Future benefits stop. Unredeemed milestones are forfeited unless law requires otherwise. After membership ends, continuing work may return to standard prices.

Benefits need an account in good standing.

A signed property-specific proposal controls if it sets different scope or price for that property.