Lumi HomeTerms of Service
These Terms of Service ("Terms") form a binding agreement between you and Lumi Home ("Lumi Home," "we," "us," or "our") governing your access to and use of Lumi Home's websites, mobile applications, booking tools, payment functionality, communications, and related marketplace services (collectively, the "Platform"). By creating an account, booking or providing a service, or otherwise using the Platform, you agree to these Terms. If you do not agree, do not use the Platform.
1. Eligibility and Accounts
You must be at least 18 years old and legally capable of entering into a binding agreement. You agree to provide accurate, current, and complete information, keep your login credentials secure, and promptly update information that changes. You are responsible for activity conducted through your account except to the extent applicable law provides otherwise.
2. Marketplace Role of Lumi Home
Lumi Home operates a technology marketplace that connects customers seeking cleaning services (“Customers”) with independent individuals or businesses offering cleaning services (“Cleaning Professionals”). Except where Lumi Home expressly identifies a service as being provided directly by Lumi Home, Lumi Home is not the provider of the underlying cleaning service. Cleaning Professionals are independent service providers and are not employees of Lumi Home merely because they access or use the Platform. Nothing in these Terms creates an employment, partnership, joint venture, franchise, or agency relationship. Actual worker classification is governed by applicable law and the facts of the relationship, not solely by contractual labels.
3. Services Available Through the Platform
Depending on location and availability, Customers may request services such as regular cleaning, deep cleaning, move-in cleaning, move-out cleaning, office cleaning, vacation-rental cleaning, and other cleaning or home-service categories made available by Lumi Home. Availability, scope, timing, and pricing may vary by market, property, and Cleaning Professional.
4. Booking and Service Information
Customers must provide accurate booking information, including the service address, requested service, date and time, property details, access instructions, known hazards, pets, and special requirements reasonably relevant to performing the service. A booking is confirmed only when the Platform displays or sends confirmation. Cleaning Professionals may accept available opportunities subject to Platform rules and commitments they have already accepted.
5. Pricing and Charges
The price or pricing method applicable to a booking will be displayed before the Customer confirms the transaction. Pricing may reflect service type, estimated duration, property characteristics, location, selected extras, demand, availability, taxes, and other disclosed factors. Any mandatory platform or service charges will be disclosed as required by applicable law before purchase. Conditional charges caused by later conduct, including late cancellation or customer lockout/no-show charges, are governed by the separate Cancellation & Refund Policy incorporated into these Terms.
6. Payments and Stripe
Lumi Home uses Stripe or its affiliates to facilitate payment processing. By providing a payment method, the Customer authorizes Lumi Home and its payment processor to charge amounts properly due under a booking and these Terms, including disclosed service charges, applicable taxes, late-cancellation charges, customer no-show/lockout charges, and approved adjustments. Stripe’s own terms and privacy practices may apply to its processing activities. Lumi Home may collect payment from the Customer and later remit amounts due to the Cleaning Professional, less any commission, platform fee, processing allocation, adjustment, or other amount disclosed to the Cleaning Professional before acceptance or otherwise agreed with the Cleaning Professional.
7. Cleaning Professional Compensation
The amount a Cleaning Professional is expected to receive for a job will be displayed or otherwise communicated before the Professional accepts the opportunity. Lumi Home may deduct a commission or other disclosed platform amount from Customer payments before remitting the Professional’s compensation. Compensation timing may depend on completion status, dispute review, payment-processing timelines, fraud or risk review, and applicable law.
8. Late Cancellation — $40 Fee
A Customer may cancel without a Lumi Home late-cancellation fee when cancellation occurs at least twenty-four (24) hours before the scheduled service start time. If a Customer cancels less than twenty-four (24) hours before the scheduled start time, Lumi Home will charge a $40 USD Late Cancellation Fee. The Late Cancellation Fee is non-refundable except where required by applicable law or where Lumi Home determines that the fee was assessed in error. A Customer’s change of mind after a valid late cancellation does not, by itself, create eligibility for a refund. By confirming a booking, the Customer acknowledges this policy and authorizes the applicable charge.
9. Customer No-Show / Lockout
If a Cleaning Professional arrives for a confirmed booking but cannot obtain access because the Customer is unavailable, does not respond, fails to provide usable access instructions, or otherwise prevents the service from beginning, the event may be treated as a Customer No-Show or Lockout. To qualify, the Cleaning Professional must check in through available Platform tools, make at least two (2) reasonable attempts to contact the Customer, and remain available at the service location for at least fifteen (15) minutes unless safety or other documented circumstances make remaining there unreasonable. The Cleaning Professional may then submit a report with the available evidence (check-in time, contact attempts, and other available records); Lumi Home does not charge the Customer automatically based on this report alone. A Lumi Home administrator reviews the evidence and approves or denies the report before any charge is applied. A verified Customer No-Show or Lockout results in a single, fixed $60 USD charge to the Customer — not a charge of up to the full scheduled service amount. Of that $60 USD charge, $40 USD is paid to the Cleaning Professional and $20 USD is retained by Lumi Home as a platform fee; this is not presented to the Customer as two separate charges. If the report is not approved, the Customer is not charged. Lumi Home may deny a report if the Professional was materially late, materially early, at the wrong location, failed to make the required contact attempts, or otherwise did not satisfy this policy.
10. Cleaning Professional Cancellation or No-Show
If a Cleaning Professional cancels or fails to appear for a confirmed service, the Customer will not be charged for an unperformed service. Lumi Home may offer a replacement Cleaning Professional. If the Customer accepts the replacement, the booking may continue under the revised arrangement. If no acceptable replacement is available or the Customer declines the replacement, the affected booking may be canceled without a cancellation penalty to the Customer and any applicable payment for the unperformed service will be refunded or released.
11. Service Disputes and Refund Review
Refund requests relating to service quality, incomplete work, disputed performance, damage, or other service-related disagreements are reviewed case by case. Lumi Home will provide both the Customer and Cleaning Professional a reasonable opportunity to explain what occurred and may request photographs, messages, service records, receipts, location records, or other relevant evidence. Lumi Home will generally communicate the result of its review within three (3) business days after receiving the information reasonably necessary to evaluate the matter from both parties. Depending on the circumstances and applicable law, a resolution may include a full or partial refund, credit, adjustment, release or reduction of payment to the Cleaning Professional, denial of the request, or another appropriate resolution. No refund is guaranteed solely because a complaint is submitted. Valid Late Cancellation Fees under Section 8 are not ordinary service disputes and are non-refundable as stated there.
12. Property Damage
A Cleaning Professional is responsible for damage the Professional causes to a Customer’s property while performing services, to the extent provided by applicable law. Customers should promptly report alleged damage and preserve relevant evidence. Lumi Home may facilitate communications, request evidence, and assist with dispute resolution, but Lumi Home does not automatically assume the Cleaning Professional’s liability merely because the parties connected through the Platform. Nothing in these Terms excludes any responsibility that applicable law does not permit Lumi Home to exclude.
13. Customer Responsibilities and Safety
Customers must provide lawful and reasonably safe access to the premises and disclose conditions reasonably relevant to safety or completion of the work, including aggressive animals, hazardous substances, unsafe structures, infestations, or unusual service requirements. Customers may not threaten, harass, discriminate against, exploit, or endanger Cleaning Professionals.
14. Cleaning Professional Responsibilities
Cleaning Professionals must provide accurate profile and service information, perform accepted services professionally, comply with applicable laws, and maintain any licenses, registrations, permits, insurance, tax status, equipment, or other business requirements applicable to them. Cleaning Professionals may not engage in theft, fraud, harassment, discrimination, violence, intentional property damage, unsafe conduct, or other unlawful activity.
15. Verification and Background Checks
Lumi Home may implement identity verification, background screening, credential review, or other trust-and-safety measures. Lumi Home will not represent a Cleaning Professional as “background checked,” “insured,” “licensed,” or similarly verified unless the applicable process has actually been completed. No screening process can guarantee a person’s future conduct or eliminate all risk.
16. Ratings and Reviews
The Platform may permit Customers and Cleaning Professionals to submit ratings, reviews, and feedback. Content must reflect genuine experiences and may not be fraudulent, retaliatory, threatening, discriminatory, defamatory, or otherwise unlawful. Lumi Home may moderate or remove content consistent with applicable law and Platform policies.
17. Communications
Users authorize transactional communications reasonably necessary to operate accounts and bookings, such as confirmations, arrival notices, schedule changes, security messages, dispute communications, and support. Marketing email or text messages will be sent only in accordance with applicable consent and opt-out requirements. Where required by law, consent to marketing is not a condition of purchasing a cleaning service.
18. Prohibited Conduct
Users may not misuse the Platform, impersonate another person, commit fraud, interfere with security, introduce malware, scrape or access protected systems without authorization, circumvent payment or safety systems, misuse another person’s account, threaten or harass others, or use the Platform for unlawful purposes.
19. Intellectual Property
The Lumi Home name, logos, original website and application design, software, graphics, databases, text, and other proprietary Platform materials are owned by or licensed to Lumi Home and are protected by applicable intellectual-property laws. Except for the limited right necessary to use the Platform under these Terms, no rights are transferred to users.
20. Third-Party Services
The Platform may integrate third-party services, including Stripe, mapping providers, communications providers, analytics providers, hosting services, identity-verification providers, and background-screening providers. Those third parties may have their own terms and privacy practices.
21. Suspension and Termination
Lumi Home may restrict, suspend, or terminate access for material violations of these Terms, fraud, abuse, safety risks, unlawful conduct, payment issues, repeated no-shows, or conduct that materially threatens users or the Platform, subject to applicable law. Users may discontinue use and may request account deletion where applicable.
22. Platform Disclaimers
The Platform may experience interruptions, errors, or temporary unavailability. To the maximum extent permitted by law, Lumi Home does not warrant uninterrupted or error-free access. Because underlying cleaning services may be provided by independent third parties, Lumi Home does not guarantee a particular Professional’s conduct, availability, or result except where Lumi Home expressly provides a written guarantee. Statutory warranties and consumer rights that cannot lawfully be excluded remain unaffected.
23. Limitation of Liability
To the maximum extent permitted by applicable law, Lumi Home will not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages arising from use of the Platform. Any final monetary liability cap, indemnification language, or insurance-related allocation should be approved by qualified counsel based on Lumi Home’s final corporate structure, insurance program, and operating states. Nothing in these Terms limits liability that cannot legally be limited.
24. Dispute Resolution; Arbitration Placeholder
Lumi Home has not yet adopted a final binding arbitration, jury-trial waiver, or class-action waiver provision in this implementation draft. Before any such provision is activated, Lumi Home should obtain California/U.S. legal review and specify the governing law, arbitration administrator, rules, notice procedure, small-claims treatment, and any required opt-out mechanism. Claude Code should not invent or silently add arbitration language.
25. Governing Law
To the extent permitted by applicable law, these Terms are intended to be governed by the laws applicable to Lumi Home’s California operations, without eliminating mandatory consumer protections or rights that apply to users in other U.S. states. The final corporate entity and governing-law clause should be updated after Lumi Home’s legal entity is formed and reviewed by counsel.
26. Changes to Terms
Lumi Home may update these Terms to reflect changes in the Platform, business practices, or legal requirements. The updated version will display a revised “Last Updated” date, and Lumi Home will provide additional notice or obtain consent when required by applicable law.
27. Contact
Lumi Home, 337 S Serrano Ave, Los Angeles, CA 90020. Email: legal@lumihome.app
Effective September 17, 2026. This document reflects Lumi Home's business policies and is pending final review by qualified U.S. legal counsel before commercial launch.