Service Agreement, Policies & Disclaimers

VITAL CLEAN

SERVICE AGREEMENT, POLICIES & DISCLAIMERS

Effective Date / Version: October 6, 2026

By booking or authorizing service with Vital Clean LLC (“Vital Clean,” “we,” “us,” or “our”), you (“Customer,” “you,” or “your”) agree to the following Service Agreement, Policies & Disclaimers and the applicable Vital Clean Master Terms & Conditions / Customer Service Agreement.

The Master Terms & Conditions contain additional provisions governing your service. Where applicable, the job-specific scope, estimate, invoice, promotional terms, and accepted Master Terms & Conditions are incorporated into your service agreement.

Please review and accept these terms before service begins.

1. WHAT WE DO

Vital Clean provides professional cleaning and specialty services including:

• Carpet cleaning;
• Upholstery cleaning;
• Area rug cleaning;
• Tile and grout cleaning;
• Stone and hard-surface cleaning;
• Pet urine, stain and odor treatment;
• Carpet stretching;
• Carpet patching and repair;
• Seam repair;
• Water extraction and emergency services; and
• Other specialty cleaning and restoration services as specifically authorized.

Services are performed using professional equipment, appropriate cleaning procedures, and professional judgment based upon the material and conditions present at the time of service.

Where applicable, services may be performed by IICRC-certified technicians.

2. OUR COMMITMENT TO YOU — “LOVE IT OR IT’S FREE”

We stand behind our work and want you to be genuinely satisfied with the service you receive.

Where your particular service is specifically covered by our “Love It or It’s Free” Limited Satisfaction Guarantee, and you are not satisfied with a qualifying aspect of the service, notify us within the applicable guarantee period.

We will review the concern and, when appropriate, return to inspect and provide reasonable corrective service.

The guarantee is intended to give us an opportunity to make it right when a qualifying service concern exists.

It does not guarantee that every stain, odor, discoloration, or pre-existing condition can be completely removed or restored.

Guarantee claims require that the affected area has not been treated, scrubbed, cleaned, chemically altered, damaged, or otherwise materially changed by anyone else after our service.

Additional limitations and exclusions are contained in the Master Terms & Conditions.

3. CLEANING IMPROVES — IT DOES NOT PROMISE PERFECTION

Our goal is to provide professional, thorough service and make every reasonable effort to achieve the best possible outcome.

Cleaning is intended to improve cleanliness, appearance, and condition. It is not automatically a restoration, repair, reconstruction, or replacement service.

We cannot guarantee:

• Complete removal of every stain or spot;
• Complete elimination of every odor;
• Restoration of original color;
• Restoration of original texture;
• Restoration of original appearance;
• Removal of all contamination in severe or long-term cases;
• Restoration of damaged fibers;
• Restoration of damaged backing or padding; or
• Restoration to new, like-new, original, or replacement condition.

Some conditions are permanent or cannot reasonably be corrected through cleaning alone.

The result may depend upon material type, age, wear, dye stability, installation, contamination, prior treatment, moisture, and other conditions.

We cannot promise an impossible result — but we can promise that we will make every reasonable effort to achieve the best outcome reasonably possible under the circumstances.

4. PET URINE, ODOR & BIOLOGICAL CONTAMINATION

Pet urine, feces, vomit, smoke, mold, mildew, and other biological or odor-producing substances may penetrate beyond the visible surface.

Contamination may reach:

• Carpet fibers;
• Carpet backing;
• Padding;
• Adhesive;
• Subflooring;
• Wood;
• Concrete;
• Upholstery; or
• Other surrounding materials.

Our treatment is designed to address the conditions included within the authorized scope.

However, complete odor, stain, or contamination removal cannot be guaranteed, particularly where contamination has penetrated materials that cannot reasonably be accessed.

Deep contamination may require additional treatment, subsurface extraction, padding removal, carpet removal, subfloor treatment, sealing, or replacement.

Temporary odor changes or stronger odor during treatment and drying may occur as contamination and moisture are disturbed.

Wicking or stain reappearance may occur as materials dry.

Severe or long-term contamination may require restoration or replacement rather than cleaning alone.

5. PRE-EXISTING CONDITIONS

We are not responsible for conditions that existed before our arrival, including but not limited to:

• Wear;
• Fading;
• Permanent discoloration;
• Existing stains;
• Existing odors;
• Weak seams;
• Rippling;
• Delamination;
• Fiber damage;
• Backing deterioration;
• Padding deterioration;
• Adhesive failure;
• Water damage;
• Pet contamination;
• Chemical damage;
• Improper installation; or
• Other existing or latent defects.

Professional cleaning can sometimes make previously hidden or less-visible conditions easier to see.

A condition becoming more visible after cleaning does not, by itself, establish that our cleaning process caused the condition.

6. PRIOR CLEANING, DIY PRODUCTS & CHEMICALS

Please tell us about any products, treatments, or cleaning services previously used on the material.

This includes, without limitation:

• Carpet shampoos;
• Rental-machine solutions;
• Spot removers;
• Enzymes;
• Deodorizers;
• Disinfectants;
• Detergents;
• Powders;
• Protectors;
• Sealers;
• Pet treatments;
• Household cleaners;
• Solvents;
• Bleach;
• Peroxide;
• Vinegar;
• Baking soda;
• Fragrances; and
• Products applied by another cleaning company.

Previous products or chemicals may leave residue or alter the material.

They may affect color, appearance, texture, odor, cleaning effectiveness, wicking, stain reappearance, dye stability, or the material’s reaction to subsequent cleaning.

When prior treatment may have affected the material, we cannot guarantee a particular final color, appearance, texture, odor, or cleaning result.

7. NORMAL MATERIAL RISKS OF PROFESSIONAL CLEANING

Even when appropriate professional methods are used, existing material conditions can affect how a surface responds to cleaning.

Depending on the material and its condition, possible reactions include:

• Dye bleeding or color migration;
• Color variation;
• Shrinkage;
• Stretching;
• Rippling;
• Seam separation or lifting;
• Browning;
• Wicking;
• Fiber distortion;
• Texture changes;
• Backing deterioration;
• Adhesive failure;
• Grout deterioration;
• Changes to stone or porous materials; and
• Changes to existing finishes.

We use reasonable professional judgment and appropriate procedures based upon the information available to us.

8. FURNITURE MOVING

We may move light, standard furniture when reasonably safe to do so.

Examples may include:

• Sofas;
• Chairs;
• Coffee tables; and
• Ottomans.

We do not move:

• Pianos;
• Organs;
• Pool tables;
• Waterbeds;
• Large entertainment centers;
• China cabinets;
• Aquariums;
• Antiques;
• Electronics; or
• Items we reasonably determine are too heavy, fragile, unstable, or risky to move.

Please remove small items, breakables, valuables, electronics, and personal belongings from furniture and tabletops before we arrive.

We are not responsible for pre-existing weaknesses or defects in furniture or property that is moved.

Furniture may be placed on protective tabs or blocks after cleaning. Please leave protective materials in place for at least 24 hours or for the period recommended by the technician.

9. YOUR RESPONSIBILITIES BEFORE WE ARRIVE

To help us provide the best possible service, please:

• Remove small items, toys, clothing, and valuables from areas being cleaned;
• Secure pets away from active work areas;
• Keep children and occupants away from active work areas;
• Provide reasonable access to the property;
• Provide required utilities when applicable;
• Provide reasonable access from our vehicle to the service area;
• Tell us about pet urine or biological contamination;
• Tell us about specialty fibers such as wool, silk, or sisal;
• Tell us about previous cleaning or DIY treatments;
• Tell us about known damage or hazards; and
• Follow any service-specific preparation instructions.

An adult 18 years of age or older must be present for the duration of service unless another arrangement has been expressly approved by Vital Clean in advance.

Asbestos

Vital Clean does not perform asbestos abatement.

If asbestos-containing material is suspected, we may recommend or coordinate with an appropriately licensed third-party contractor.

Vital Clean will not knowingly disturb suspected asbestos-containing material as part of ordinary cleaning services.

10. PRICING & ON-SITE INSPECTION

Prices provided before arrival may be estimates based upon the information available when the appointment was scheduled.

Final pricing may be confirmed after on-site inspection of the actual material, condition, soil level, staining, pet contamination, accessibility, dimensions, and scope of work.

Pricing may change when conditions materially differ from the information originally provided.

Examples may include:

• Severe soiling;
• Excessive staining;
• Heavy pet contamination;
• Specialty treatment requirements;
• Extra-wide or unusually difficult stairs;
• Additional areas;
• Furniture requirements;
• Difficult access; or
• Other conditions requiring additional labor, equipment, or treatment.

We will communicate material price changes and obtain Customer authorization before beginning additional chargeable work whenever reasonably practical.

Job minimums and promotional limitations apply as stated in the applicable booking, estimate, or offer.

11. DEPOSIT, CANCELLATION & RESCHEDULING

A $150 deposit may be required to reserve an appointment and is applied toward the applicable service total unless otherwise stated.

To avoid a cancellation or rescheduling charge, Customer should cancel or reschedule at least 72 hours before the scheduled appointment.

Cancellations or rescheduling requests received within 72 hours, as well as on-site cancellation or refusal of service after the technician arrives, may result in forfeiture of the deposit.

The deposit compensates for reserved appointment time, scheduling, travel, and other resources that may not be recoverable on short notice.

If Customer is unable to provide access, required preparation has not been completed, or service cannot reasonably proceed because of conditions attributable to Customer, applicable cancellation, trip, or rescheduling charges may apply.

Any different cancellation terms stated in a specific promotional offer or written booking confirmation will apply to that transaction.

12. PAYMENT

Payment in full is due upon completion of service unless other payment arrangements have been approved in writing beforehand.

Customer authorizes Vital Clean to collect payment for authorized services and other charges properly applicable under the booking and accepted service terms.

A concern regarding service results does not automatically cancel payment for authorized services that were performed.

If you have a concern, please contact us promptly so we have an opportunity to review and address it.

13. WATER DAMAGE & FLOOD EXTRACTION

Emergency water extraction removes accessible standing water and surface moisture.

Unless separately quoted and performed, water extraction is not automatically full structural drying, dehumidification, mold remediation, reconstruction, or complete moisture remediation.

Moisture may remain in:

• Padding;
• Subfloors;
• Walls;
• Cabinets;
• Structural materials; or
• Other concealed areas.

Where appropriate, we may recommend additional drying, inspection, remediation, or restoration services.

14. PHOTOS & SERVICE DOCUMENTATION

We may photograph or otherwise document:

• Pre-existing conditions;
• Stains;
• Damage;
• Contamination;
• Before-and-after conditions;
• Work performed; and
• Other information reasonably related to the service.

Service documentation may be maintained for quality control, customer service, insurance, recordkeeping, or dispute resolution.

Where applicable, photographs may be used for marketing purposes.

We will not intentionally publish personal identifying information with marketing photographs.

If you do not want photographs of your home or property used for public marketing, please tell us.

15. CUSTOMER CONCERNS & CORRECTIVE SERVICE

We want the opportunity to address legitimate concerns.

If you believe there is a problem with your service, please contact Vital Clean promptly and provide details about the concern.

Where appropriate, we may request:

• Photographs;
• Additional information;
• Access to the affected area; or
• An in-person inspection.

When a concern appears reasonably related to the authorized service and can reasonably be addressed through additional cleaning or treatment, Vital Clean will be given a reasonable opportunity to provide corrective service before a refund is determined, except where applicable law provides otherwise.

Returning to inspect or correct a concern does not, by itself, constitute an admission of fault or liability.

Customer should not have the affected area materially altered, chemically treated, repaired, replaced, discarded, or otherwise changed before Vital Clean has a reasonable opportunity to inspect it, except where immediate action is reasonably necessary to protect health, safety, or property.

16. DAMAGE CLAIMS

If you believe Vital Clean caused physical damage during service, notify us promptly.

To allow a fair investigation, please:

• Identify the specific item or area;
• Describe the condition before and after service;
• Provide photographs when available;
• Preserve the condition for inspection when reasonably possible; and
• Give Vital Clean a reasonable opportunity to inspect before the condition is materially altered, repaired, replaced, or discarded.

A condition becoming visible after cleaning does not, by itself, establish that Vital Clean caused it.

We may investigate whether a claimed condition resulted from:

• A pre-existing condition;
• Normal wear or deterioration;
• Prior treatment or chemical exposure;
• Improper installation;
• Material weakness;
• Hidden or latent conditions;
• Customer actions or omissions;
• A third party; or
• Our service.

If Vital Clean is determined to be legally responsible for compensable damage caused by our conduct, the matter will be handled in accordance with applicable law and the applicable service agreement.

17. LIABILITY

To the maximum extent permitted by applicable law, Vital Clean is not responsible for conditions, losses, or damage caused by circumstances outside our reasonable control, including pre-existing conditions, hidden defects, material deterioration, prior chemical exposure, prior cleaning, pet or biological contamination existing before service, customer actions or omissions, customer-declined recommendations, third-party actions, or new conditions occurring after service.

Where legally permitted, the Company’s liability for a claim arising from a particular service will not exceed the amount paid for that service.

Vital Clean will not be responsible for incidental or consequential damages to the extent such limitations are permitted by applicable law.

Nothing in this section excludes or limits liability that cannot legally be excluded or limited, including liability for fraud, intentional misconduct, gross negligence, or other non-waivable liability.

The complete liability provisions are contained in the Master Terms & Conditions.

18. NO GUARANTEE OF RESTORATION OR REPLACEMENT

Vital Clean provides cleaning and specialty services, not a guarantee of replacement-level results.

Where a material is permanently damaged, chemically altered, severely contaminated, deteriorated, improperly installed, or otherwise beyond reasonable cleaning correction, cleaning may improve the condition without restoring it completely.

Replacement, repair, restoration, reconstruction, padding removal, subfloor treatment, sealing, or other services may be necessary in certain circumstances.

19. RIGHT TO MODIFY, DECLINE OR STOP SERVICE

For safety, material protection, or professional reasons, Vital Clean may modify, decline, pause, or stop a service when:

• The material appears unsafe or unstable;
• The requested result cannot reasonably be achieved;
• The requested procedure presents an unreasonable risk;
• Required preparation has not been completed;
• Conditions materially differ from the booking information;
• Hazardous conditions are present;
• Required access or utilities are unavailable; or
• Continued work could reasonably create injury or property damage.

When reasonably practical, we will explain the reason and discuss available alternatives.

20. GOVERNING LAW

This Service Agreement is governed by the laws of the State of Utah, except to the extent applicable law requires otherwise.

Nothing in this Agreement is intended to waive rights or remedies that cannot legally be waived.

21. CUSTOMER ACCEPTANCE

By signing, electronically accepting, checking an acceptance box, confirming through an approved booking or customer portal, or otherwise providing documented acceptance before work begins, Customer confirms that:

• Customer has reviewed these policies;
• Customer understands the service limitations;
• Customer authorizes the agreed services;
• Customer authorizes applicable charges;
• Customer understands that cleaning results vary according to material and condition;
• Customer understands that Vital Clean will make every reasonable effort to achieve the best possible outcome;
• Customer understands that specific stain, odor, contamination, or restoration results cannot always be guaranteed;
• Customer understands the cancellation and payment policies;
• Customer agrees to provide reasonable access for service and, when appropriate, inspection or corrective service; and
• Customer has had an opportunity to ask questions before service begins.

Acceptance of these policies also acknowledges the applicable Vital Clean Master Terms & Conditions / Customer Service Agreement.

VITAL CLEAN’S COMMITMENT

Our promise is not to tell you that every stain, odor, or damaged material can magically be made new.

Our promise is to show up, use professional judgment, use appropriate procedures, communicate honestly, and make every reasonable effort to achieve the best possible outcome for your home or property.

Don’t mask it. Vital Clean it.

Vital Clean LLC
Family-Owned Cleaning & Restoration Services
12852 Tortoise Lane
Riverton, UT 84096
801-793-0906
[email protected]
vitalcleanutah.com