POLICIES & TERMS
ORVIAN CLEANING Legal & Service Policies
These policies explain the terms, service standards, privacy practices, payment procedures, cancellation rules, and other conditions applicable to ORVIAN CLEANING services.
Who These Terms Cover
These Terms of Service apply to cleaning services provided by ORVIAN CLEANING (“ORVIAN,” “we,” “us,” or “our”), operated by SMARTRENDX LLC DBA ORVIAN CLEANING, to the person or organization booking services (“client” or “you”).
ORVIAN focuses on recurring commercial cleaning for offices and condominium or multifamily common areas and also offers residential cleaning. The specific services available to you are those we agree to provide.
Booking and Acceptance
A booking is not confirmed until ORVIAN accepts it by email, text message, phone confirmation, written proposal, service agreement, or another written method.
By approving a quote, signing an agreement, or allowing service to begin, the client accepts these Terms and any applicable written scope of work.
Commercial clients may also sign a separate Service Agreement. If that agreement conflicts with these Terms, the signed Service Agreement controls for that specific commercial account.
Quotes, Pricing, and Scope
Quotes are based on the information available at the time of the estimate, including property size, condition, requested tasks, access, frequency, and other relevant factors.
The final price may change if the actual condition or requested scope is materially different from what was described or observed during the estimate.
ORVIAN will not perform material out-of-scope work without client approval. Additional services may require a separate quote or written change to the scope of work.
Commercial recurring service should be documented in a written Scope of Work identifying the service areas, tasks, frequency, schedule, and any exclusions.
Residential Services
Residential services may include Standard Cleaning, Deep Cleaning, Move-In Cleaning, Move-Out Cleaning, Recurring Cleaning, and Airbnb / Turnover Cleaning.
The exact tasks included depend on the service selected and any written add-ons. Clients should review the service description before booking.
ORVIAN does not guarantee that every stain, buildup, odor, discoloration, or permanent condition can be removed. Results depend on the surface, material, age, prior maintenance, and condition of the property.
Commercial Services
ORVIAN provides recurring commercial cleaning based on an agreed Scope of Work. Commercial service does not assume that every possible cleaning task is included at every visit.
The Scope of Work identifies the areas to be cleaned, included tasks, service frequency, schedule, and any agreed exclusions.
In offices, ORVIAN cleans reasonably cleared and accessible surfaces. Cleaners do not move documents, files, computers, phones, or personal belongings to clean underneath them.
For condominium and multifamily properties, cleaning of common areas does not include entry into private units unless separately authorized and expressly included in the Scope of Work.
Client Responsibilities & Access
Clients must provide accurate property information, a responsible contact, safe and timely access, necessary permissions, and reasonable access to water and electricity when required for the agreed service.
Clients should provide relevant building rules, alarm instructions, access restrictions, known hazards, delicate surfaces, and product restrictions before service.
Keys, entry codes, or other access instructions must work at the agreed service time. ORVIAN will use access information only as reasonably necessary to provide and administer the service and will handle it with reasonable care.
Clients are also responsible for controlling pets and securing cash, jewelry, important documents, collectibles, and other valuable or fragile belongings.
Supplies, Safety & Extraordinary Conditions
ORVIAN normally provides cleaning chemicals, microfiber cloths, basic tools, and agreed equipment unless the Scope of Work states otherwise. Client-specific products require prior arrangement and must be appropriate for the intended use.
For commercial accounts, toilet paper, paper towels, and hand soap are supplied by the client unless otherwise agreed. Trash liners are provided as specified in the proposal.
ORVIAN may decline an affected task, pause, or stop work when conditions create a reasonable safety concern, including biohazards, needles, severe infestations, dangerous activity, unsafe structures, or hazardous materials.
If actual property conditions materially exceed those described or observed for the quote, ORVIAN may pause the work and propose a revised scope, schedule, and price. Additional work or charges require client approval before proceeding.
Payment & Billing
Residential Payments
Residential payment is due upon completion of the service, including any authorized add-ons. Standard and Recurring Cleaning normally require no deposit. Deep Cleaning, Move-In, Move-Out, or larger jobs may require a deposit, which will be disclosed and accepted before the booking is confirmed.
Commercial Invoices
Recurring commercial services are invoiced monthly. Standard payment terms are Net 15. Net 30 applies only when expressly agreed. Each invoice will identify the service period, agreed charges, and payment due date.
Past-Due Accounts
ORVIAN may send a payment reminder after the due date. A five-day grace period follows the due date but does not change the original due date. After notice to the client, ORVIAN may suspend service when an invoice is 15 or more days past due.
Payment Methods
Available payment methods may include ACH/bank transfer and cards, as made available by ORVIAN. Payment instructions will be provided when billing.
Failed Payments & Invoice Questions
A failed or returned payment leaves the outstanding balance due. ORVIAN may request an alternative payment method. Clients should promptly report legitimate invoice discrepancies so they can be reviewed and corrected when appropriate.
Cancellation & Rescheduling
Residential Cancellation & Rescheduling
Cancellations or rescheduling made at least 24 hours before the scheduled service have no charge. Cancellations made less than 24 hours before service, but not on the same calendar day, are subject to 50% of the scheduled service price. Same-day cancellations are subject to 100% of the scheduled service price.
If ORVIAN cannot enter or begin service because the client did not provide the agreed access, working keys or codes, or an authorized person when required, 100% of the scheduled service price applies.
These charges are alternatives and are not added together for the same service. ORVIAN may waive a charge at its discretion in genuine emergencies or exceptional circumstances.
Changes Initiated by ORVIAN
If ORVIAN needs to reschedule a service, the client will not incur a cancellation or rescheduling penalty. A replacement appointment will be coordinated based on mutual agreement and availability.
Recurring Commercial Service
Commercial monthly pricing is based on the recurring service program and Scope of Work. If a client requests that a visit be skipped, ORVIAN will attempt to reschedule it within the applicable service period, subject to availability. If the client declines rescheduling or does not provide access, the monthly price remains unchanged.
If ORVIAN is responsible for a missed visit, ORVIAN will attempt to reschedule it. If the service is not performed, a reasonable proportional service credit may apply.
Permanent changes to service frequency require a review of the Scope of Work and pricing. Recurring commercial service may be terminated with 30 days’ written notice unless the specific Service Agreement provides otherwise.
Satisfaction & Quality
Residential Service Concerns
Clients should report concerns about an included cleaning task within 24 hours after service. Please identify the service date, affected area, and task that appears incomplete. ORVIAN may request photos when useful to evaluate the concern.
ORVIAN will review the agreed Scope of Work and available information. If ORVIAN determines that an included task was not reasonably completed, ORVIAN may return to re-clean the affected area at no additional charge.
Re-Cleaning
Targeted re-cleaning is the initial remedy rather than an automatic refund or a complete repeat of the entire service. This policy is not a money-back guarantee.
Re-cleaning does not cover work outside the purchased Scope of Work, permanent stains or damage, normal wear, specialized services, areas that were inaccessible during the original visit, conditions created after cleaning, or expectations beyond the service purchased.
Commercial Quality Management
Commercial clients should report service issues to the designated ORVIAN contact, identifying the location, date, and affected task. ORVIAN will review the concern and address it as appropriate under the agreed cleaning program.
ORVIAN may conduct periodic quality checks of cleaning performance. These checks evaluate cleaning quality and are not professional property inspections or a guarantee that every building condition will be discovered.
Exceptional situations may be reviewed individually. The 24-hour reporting request helps ORVIAN evaluate conditions promptly and does not eliminate rights or remedies that cannot be limited under applicable law.
Service Policies
Access & Building Instructions
Clients must provide safe access at the agreed service time, including working keys or codes, an authorized contact when required, and accurate alarm or entry instructions. Relevant building rules and restricted areas should be disclosed before service.
Offices & Common Areas
ORVIAN cleans reasonably cleared and accessible surfaces included in the Scope of Work. Cleaners do not move documents, files, computers, phones, or personal belongings to clean beneath them. Condo and multifamily common-area service does not include entry into private units unless separately authorized and expressly included.
Residential Belongings & Valuables
Clients should secure cash, jewelry, collectibles, delicate art, important documents, and other valuables, and notify ORVIAN of items requiring special care or areas to avoid.
Heavy Furniture & Inaccessible Areas
Cleaners are not required to move heavy furniture, appliances, or other heavy objects. If cleaning underneath or behind an item is included, the client must arrange safe access before service. Obstructed or unsafe areas may remain uncleaned.
Water, Electricity & Pets
Clients must provide reasonable access to water and electricity when required for the agreed service. Pets should be appropriately secured to prevent injury, interference, or escape while cleaners enter and work.
Requests Outside the Scope of Work
A task is not automatically included simply because it is requested while a cleaner is on site. Additional work requires ORVIAN authorization and client approval of any additional cost or scheduling impact before it is performed.
Unsafe or Extraordinary Conditions
ORVIAN may refuse an affected task or stop work involving biohazards, needles, severe infestations, hazardous materials, dangerous activity, or unsafe structural conditions. Materially different or excessive property conditions may require the work to be paused and re-quoted before proceeding.
Photo & Property Reporting
Operational & Documentary Photos
ORVIAN may take photos when reasonably necessary to document before-and-after conditions, obvious pre-existing damage, problems discovered, completed work, extraordinary conditions, incidents, or cleaning quality. Photos should focus on the relevant area or issue.
Clients should disclose photography restrictions or sensitive areas before service.
Protecting Sensitive Information
ORVIAN will seek to avoid unnecessary capture of documents, computer or phone screens, personal or financial information, family photos, identifiable occupants, and license plates whenever reasonably possible.
See It → Photograph It → Report It
During commercial cleaning, ORVIAN may document obvious issues encountered along the normal cleaning route when safe and appropriate and report them to the designated property contact. Examples may include visible spills, broken glass, damaged doors, visible leaks, or unusual trash.
This reporting is incidental to cleaning. It is not a professional property inspection, maintenance service, or emergency monitoring service, and ORVIAN does not guarantee that every defect, leak, damage, or hazard will be detected.
Marketing Photos
Permission for operational photos does not constitute permission for public or promotional use. Website, social media, advertising, or other marketing use requires separate authorization when appropriate. ORVIAN cleaners may not post client or property photos on their personal accounts.
Photo Access & Storage
Operational photos should be shared only with appropriate authorized personnel, the designated client contact, and necessary service providers or claims/legal recipients for legitimate purposes. Photos will be retained only as reasonably necessary for operational, quality-control, claims, recordkeeping, and applicable legal purposes.
Privacy Policy
Information We Collect
ORVIAN may collect information reasonably necessary to provide and administer its services, including your name, phone number, email, service address, property type, business or property contact information, quote-request details, scheduling preferences, service history, invoices, payment status, feedback, and support or claim information.
ORVIAN may also maintain operational photos when appropriate under the Photo & Property Reporting Policy. Depending on the website technology actually implemented, certain technical information may also be collected.
How We Use Information
ORVIAN may use information to prepare quotes, schedule and communicate about services, arrange property access, perform and administer cleaning services, issue invoices, process or reconcile payments, respond to questions or claims, conduct quality control, maintain business records, protect people and property, and improve operations.
Please do not send full card numbers or unnecessary sensitive documents through quote forms, email, text messages, or ordinary communications.
Payments & Information Sharing
Payment information may be processed by a third-party payment provider. When such a processor is used, ORVIAN will not directly store full card numbers.
ORVIAN may share information when reasonably necessary with service providers supporting website hosting, communications, scheduling, business records, invoicing, and payment processing, as well as appropriate professional advisers, insurers, or claims handlers when necessary. ORVIAN does not sell personal information as a business practice.
Service Communications & Marketing
Requesting a quote does not automatically enroll you in promotional marketing. ORVIAN may contact you regarding your quote request, appointments, invoices, or service issues. If email or SMS marketing is introduced, applicable consent and opt-out requirements will be followed.
Security & Retention
ORVIAN uses reasonable administrative, technical, and organizational safeguards appropriate to the information and business systems involved. No method of storage or transmission is completely secure.
Information is retained only as reasonably necessary for business operations, records, legal obligations, claims, and dispute resolution, and is then deleted or otherwise appropriately disposed of.
Privacy Requests
Where applicable, individuals may request access to, correction of, or deletion of personal information and may have other rights under applicable privacy laws. ORVIAN may verify identity or authority before disclosing or changing information.
Children’s Privacy
ORVIAN’s website and cleaning-service inquiries are intended for adults arranging services and are not directed to children under 13. ORVIAN does not knowingly collect personal information online from children under 13.
Website & Cookie Notice
Website Technologies
ORVIAN CLEANING may use cookies or similar technologies that are necessary to support website operation, security, forms, and other functions requested by visitors.
Analytics
ORVIAN may implement analytics tools in the future to better understand website visits, performance, and general usage patterns. Any analytics tools actually implemented will be reviewed and disclosed as appropriate.
Advertising & Conversion Measurement
ORVIAN may also use advertising or conversion-measurement technologies in the future to understand whether advertising leads to quote requests or other website actions. Before such tools are enabled, ORVIAN will review the information they collect and implement applicable notices, consent, or opt-out mechanisms.
Cookie Choices & Consent
Using the ORVIAN website does not, by itself, mean that a visitor consents to every cookie or tracking technology. Where consent is required, optional technologies should not activate before the required consent is obtained.
Browser settings may allow visitors to delete or block certain cookies. Disabling technologies necessary for website operation may affect some website functions.
Updates
ORVIAN will update this notice when website technologies, providers, or purposes change and will keep it aligned with the Privacy Policy.