Legal & Policies

Terms of Service

1. Agreement to Terms

By booking a service, submitting a quote request, or contacting Zellar Cleaning ("Zellar," "we," "us," or "our"), you agree to be bound by these Terms of Service and all applicable laws. If you do not agree, please do not use our services.

2. Services

Zellar provides professional upholstery, mattress, area rug, and carpet cleaning services at residential locations in South Florida. Services are described on our website and confirmed in writing at the time of booking. We reserve the right to assess each item before beginning work and to decline a service if the item's condition makes treatment impractical or unsafe.

3. Booking and Confirmation

A booking request submitted through our website or by phone is a request only, not a confirmed appointment. A booking is confirmed only when Zellar contacts you to confirm the date, time, and final price in writing (by text, WhatsApp, or email). Zellar reserves the right to decline any booking request.

4. Pricing and Estimates

Prices shown on our website and in estimates are starting prices only. Final pricing depends on item count, condition, size, material, and travel. The final price will be confirmed before the start of service. A minimum visit charge of $150 applies per service visit regardless of the number of items.

We do not charge a deposit or require payment information at the time of booking. Payment terms will be communicated at confirmation.

5. Customer Responsibilities

• Ensure safe and reasonable access to the property and the items to be cleaned.
• Remove small items, breakables, and personal belongings from furniture before the technician arrives.
• Disclose any known damage, structural weaknesses, or previous treatments that may affect the cleaning process.
• Ensure pets are secured away from the work area during the service.
• Ensure adequate ventilation after wet cleaning processes, especially for mattresses and large area rugs.

6. Results and Limitations

We use professional-grade equipment and solutions appropriate for each material. However, we do not guarantee the complete removal of all stains, odors, or discoloration. Results depend on the fabric type, age and depth of the stain, prior treatments applied, and item condition. We will set realistic expectations before beginning work.

7. Liability

Zellar's liability for any claim arising from a service is limited to the amount paid for that specific service. We are not liable for pre-existing damage, wear, or structural defects that were not caused by our service. If you believe our technician caused damage, you must notify us within 72 hours of the completed service with a written description and, where possible, photos. Claims submitted after this period may not be reviewed.

8. Cancellation and Rescheduling

See our Cancellation & Rescheduling Policy below.

9. Governing Law

These Terms of Service are governed by the laws of the State of Florida. Any disputes shall be resolved in the courts of Miami-Dade County, Florida.

10. Changes to These Terms

We may update these terms at any time. Changes take effect when posted to our website. Continued use of our services after a change constitutes acceptance of the updated terms.

11. Contact

Questions about these terms: (786) 938-5565 or WhatsApp.

Privacy Policy

This Privacy Policy explains how Zellar Cleaning collects, uses, and protects your personal information when you interact with our website or services.

1. Information We Collect

We may collect the following information when you book a service, request a quote, or contact us:

• Identity: First and last name
• Contact: Phone number, email address
• Location: Service address, ZIP code
• Service details: Items to be cleaned, package selected, scheduling preferences, notes you provide
• Communications: Messages sent through our contact forms or by phone/text

We do not collect payment card information through this website.

2. How We Use Your Information

• To confirm, deliver, and follow up on your service
• To contact you about your booking request or quote via phone, text, WhatsApp, or email per your preference
• To send service-related text messages if you have consented (see SMS Program below)
• To improve our services based on feedback
• To maintain service records for warranty and guarantee purposes

3. We Do Not Sell Your Data

We do not sell, rent, or trade your personal information to third parties for marketing purposes. We do not share your phone number with any third party for SMS marketing.

4. Service Providers

We may use trusted third-party tools (such as a CRM platform or scheduling software) to manage bookings and communicate with you. These providers only have access to the data necessary to perform their function and are obligated to keep it secure.

5. Data Retention

We retain your information as long as necessary to provide services, comply with our legal obligations, and resolve disputes. You may request deletion of your data at any time (see Contact section below).

6. Your Rights

You have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate data
• Request deletion of your data
• Opt out of SMS communications at any time by replying STOP

7. Data Security

We take reasonable technical and organizational measures to protect your information. However, no method of transmission over the internet is 100% secure.

8. Children

Our services are not directed to children under 13. We do not knowingly collect personal information from children.

9. Changes

We may update this policy periodically. Material changes will be communicated by updating the date above and, where appropriate, by contacting customers directly.

10. Contact for Privacy Requests

To exercise your rights or ask questions about this policy, contact us at (786) 938-5565 or by text/WhatsApp to the same number.

SMS Messaging Program

Program Description

Zellar Cleaning SMS Alerts is a messaging program that sends transactional and service-related text messages to customers who have provided their phone number and consented to receive such messages. Messages may include:

• Booking request confirmations
• Appointment confirmations and reminders
• Quote responses and follow-ups
• Technician arrival notifications
• Service completion and follow-up messages
• Responses to inbound messages or contact form submissions

Consent

By providing your phone number and checking the consent box on any of our forms, you consent to receive text messages from Zellar Cleaning at the number provided. Consent is not required as a condition of purchasing any service.

Message Frequency

Message frequency varies. Typically 1–5 messages per service interaction (booking, quote, appointment reminder, follow-up). We do not send promotional blasts or recurring marketing messages.

Message and Data Rates

Message and data rates may apply. Check with your mobile carrier if you are unsure about your plan.

How to Opt Out

Reply STOP to any message to unsubscribe. You will receive one confirmation message and then no further texts. To resubscribe, reply START or contact us directly.

How to Get Help

Reply HELP to any message for help, or contact us directly at (786) 938-5565.

Supported Carriers

Compatible with most major US carriers including AT&T, Verizon, T-Mobile, Sprint, US Cellular, and others. Carrier availability may vary.

Carrier Liability

Mobile carriers are not liable for delayed or undelivered messages.

Privacy

Your mobile phone number and data collected through this program will not be shared with third parties for their marketing purposes. See our Privacy Policy for full details.

Program Contact

For questions about this program: (786) 938-5565 or text HELP to the same number.

72-Hour Workmanship Guarantee

If we missed an area or did not properly complete an agreed cleaning step, we will re-clean the affected area at no charge. The following terms define when and how this guarantee applies.

1. Evaluate after drying. Evaluate the result after the furniture has fully dried. If items are still wet when we finish, report your concern within 72 hours and evaluate the result after drying — wet fabric may appear differently than when dry.
2. 72-hour reporting window. Report any concerns within 72 hours of the completed service. This is the deadline to submit a report — it is not a required timeline for the re-visit itself.
3. Documentation. For visible issues (missed areas, streaking, residue), please attach a photo or short video. For odor concerns, a written description is sufficient to begin a review.
4. Remedy. If a workmanship deficiency is confirmed by our review, we will perform one free re-clean of the affected area at a time agreed upon by both parties.
5. Stain and odor limitations. Complete removal of stubborn stains or deeply embedded odors is not guaranteed. Results depend on the fabric type, age and penetration of the stain or odor, prior treatments applied, and the physical condition of the item. We will communicate realistic expectations before and during the service.
6. Post-service soiling. New soiling, damage, or odor that occurs after the service is completed is not covered under this guarantee.
7. Scope. This guarantee applies to Deep Cleaning services only. The Refresh package is not covered. It applies to the specific items cleaned during the service visit and does not transfer to third parties.

Cancellation & Rescheduling Policy

We understand that plans change. This policy outlines how cancellations and rescheduling are handled to ensure fairness for both clients and our team.

Cancellation by Customer

• 24 hours or more before the appointment: Free cancellation. No charge, no conditions.
• Less than 24 hours before the appointment: For a first occurrence, we will waive any fee as a courtesy. For repeated late cancellations, a cancellation fee may apply. We will communicate this in advance.
• No-show (technician arrives and access is not available): May result in a travel fee. We will contact you before any charge is applied.

Rescheduling by Customer

You may reschedule your appointment at no charge with at least 24 hours' notice. To reschedule, contact us by phone, text, or WhatsApp at (786) 938-5565. Same-day rescheduling is subject to availability and may not be guaranteed.

Cancellation or Rescheduling by Zellar

Zellar reserves the right to cancel or reschedule an appointment due to:

• Equipment failure or technician emergency
• Severe weather or safety conditions
• Circumstances beyond our control

In these cases, we will notify you as early as possible and work with you to find the next available time. No cancellation fee will ever be charged when Zellar initiates the change.

How to Cancel or Reschedule

Contact us by:

• Phone: (786) 938-5565
• Text or WhatsApp: (786) 938-5565

Please have your name and the date of your appointment ready.

Deposits and Prepayments

Currently, Zellar does not require a deposit or prepayment at the time of booking. This policy will be updated if prepayment terms are introduced.