Trust & Safety

1. Introduction

Comfort Scent serves residential and commercial customers with a process designed to make service choices, estimates, scheduling, and payment easier to understand. Our goal is to create a professional experience in which customers know what information is needed, what has been requested, and what happens next.

This Trust & Safety page is a customer confidence resource, not a service contract or guarantee. Specific bookings remain governed by the confirmed scope, applicable policies, and service agreement.

2. Our Commitment

We are committed to clear communication, thoughtful property care, transparent pricing, and respectful service. We work to understand the property and requested scope before service begins and to raise questions when conditions or expectations need clarification.

3. Professional Standards

Our internal standards are designed around preparation, professionalism, attention to detail, respectful communication, and reliable follow-through. We strive to keep service information organized and to address material questions before work proceeds. Because each property is different, outcomes depend on the selected service, current conditions, safe access, available time, and the accuracy of the information provided.

4. Respect for Your Home

A home is personal. We are committed to approaching residential spaces with care, discretion, and respect for the people who live there. Customers can help us prepare by identifying priorities, occupied areas, access needs, sensitive surfaces, pets, fragile belongings, and any space that should not be entered or cleaned.

5. Respect for Your Business

Business properties may have customer areas, staff workspaces, confidential materials, access controls, operating hours, and site-specific safety requirements. We work to coordinate the requested service around the information supplied by the authorized business contact. Customers should disclose restricted areas, security procedures, parking or loading rules, and operational requirements before the appointment.

6. Property Care

Comfort Scent is committed to treating customer property with care and professionalism. We work to use reasonable care around surfaces, fixtures, furnishings, and belongings within the confirmed scope. Customers should identify fragile, unstable, damaged, irreplaceable, or unusually sensitive items before service begins and provide any relevant care instructions.

No cleaning process can eliminate every risk, particularly where an item has a hidden defect, pre-existing damage, deterioration, improper installation, or an unknown material sensitivity. Clear advance information helps both parties make better decisions.

7. Customer Privacy

We collect information reasonably needed to provide requested services, communicate, process payments, and operate the business. Customer information is not sold. We work with service providers where reasonably necessary and use safeguards designed to protect the information under our control.

For details about information collection, use, retention, and customer choices, review our Privacy Policy.

8. Secure Online Payments

Online payments are securely processed through Stripe-hosted payment pages. Customers enter payment card or other payment credentials directly with Stripe. Comfort Scent does not directly collect or store full payment card information.

Available payment methods and transaction approval depend on Stripe, the customer’s financial institution, eligibility, location, device, and other provider requirements. Review our Refund & Deposit Policy for more information.

9. Transparent Pricing

Eligible services use an instant online estimate based on the customer’s selected cleaning category, property details, condition, frequency, and supported additions. Services requiring inspection or further evaluation are identified for custom price confirmation instead of being presented as automatically calculated.

Customers can review visible selections and estimated pricing before submitting. If the actual property, condition, or requested work differs materially, we may discuss a revised scope or price. No additional service charge will be applied without customer approval.

10. Scheduling Process

1. The customer submits a service and appointment request.
2. Comfort Scent reviews availability, service area, property details, scope, and any scheduling notes.
3. We follow up when information or a scheduling adjustment is needed.
4. An appointment is scheduled only after Comfort Scent communicates confirmation through an authorized channel.

Requested dates are preferences and remain subject to availability. A payment receipt or submitted request does not by itself confirm an appointment.

11. Arrival Expectations

Confirmations may use an arrival window rather than an exact time. Travel, weather, traffic, prior-job conditions, and operational needs can affect arrival. We work to communicate material updates through the contact information provided when reasonably possible. Customers should keep access instructions current and monitor appointment communications.

12. Communication Standards

Clear communication supports a better service experience. We strive to communicate respectfully about estimates, scheduling, requested work, access, changes, payments, and customer concerns. Customers may receive relevant communications by email, phone, SMS when applicable, AI Concierge, or website notification.

Customers should ask questions when something is unclear and notify us promptly if property details, access, timing, contact information, or service priorities change.

13. Cleaning Products

Product and supply arrangements can depend on the service, property, surface, and confirmed plan. Before service, tell us about allergies, sensitivities, delicate materials, manufacturer instructions, or product restrictions. Do not assume a product is fragrance-free, hypoallergenic, environmentally certified, or suitable for every surface unless that detail has been specifically confirmed.

If you want a particular customer-supplied product used, discuss it in advance. We may decline to use a product that is unlabeled, damaged, incompatible, unsafe, or outside the confirmed service plan.

14. Pets

Please disclose pets and relevant access or behavior concerns when requesting service. Pets should be safely separated from active work areas when needed to protect the animal, customer property, and cleaning personnel. Customers remain responsible for pet care and restraint during the appointment.

15. Children and Other Occupants

Children and other occupants should remain safely away from active cleaning areas, equipment, wet surfaces, and products. A responsible adult should provide supervision when required. We may pause work if movement through an area creates a reasonable safety concern.

16. Property Access

Customers should provide lawful, safe, and timely access to the areas included in the confirmed scope. Gate codes, keys, alarms, building requirements, parking instructions, restricted areas, and an available contact should be coordinated before arrival. We do not bypass locks, security procedures, or property rules.

Whether a customer must remain at the property depends on the access arrangement confirmed for that appointment. Contact us before service if you need to coordinate unattended access.

17. Fragile and Sensitive Items

Identify fragile, unstable, damaged, antique, sentimental, or sensitive items before service begins. When practical, move these items to a secure location or clearly identify areas that should not be handled. Please disclose delicate finishes, loose fixtures, prior repairs, and manufacturer-specific care instructions.

18. Valuable and Private Items

Before service, secure cash, jewelry, medications, firearms, keys, financial records, confidential business materials, personal documents, collectibles, and other valuable or private items. Comfort Scent does not need access to these items to provide ordinary cleaning services.

19. Safe Working Environment

Customers should disclose known hazards and provide working water, electricity, reasonable temperature control, safe entry, and stable walking surfaces when required for the confirmed service. Hazards may include active pests, bodily fluids, exposed sharps, mold, dangerous chemicals, structural damage, weapons, illegal substances, aggressive animals, or threatening behavior.

Comfort Scent may pause, limit, decline, or reschedule work when conditions present a reasonable health, safety, legal, or property risk or require specialized services outside the confirmed scope.

20. Quality Standards

Our quality philosophy centers on attention to detail, consistency, communication, professionalism, respect, and reliability. We strive to align the work with the confirmed service and the property details available to us. Quality also depends on realistic scope, sufficient access, safe conditions, and prompt communication when priorities or conditions change.

21. Customer Satisfaction

We want customers to feel heard and informed. Cleaning results can vary based on surface condition, age, staining, buildup, prior care, access, and the selected scope, so we do not promise perfection or an unconditional result. If something within the confirmed scope concerns you, contact us promptly. We will review the information and address the concern whenever reasonably possible.

22. Damage Reporting Process

Report suspected service-related property damage as soon as reasonably possible. Include the service date, affected item or area, what you observed, and clear photographs when available. Preserve the item and relevant records when practical so the circumstances can be reviewed. Avoid non-emergency repair or disposal before review if doing so would prevent a reasonable assessment.

We may request additional information and will review available service records, customer communications, property conditions, and other relevant facts. Reporting a concern does not predetermine responsibility or a particular resolution.

23. Professional Conduct

We expect interactions to remain professional, respectful, and safe. Our goal is courteous communication and appropriate conduct in every customer space. Abusive, discriminatory, threatening, harassing, illegal, or unsafe behavior is not acceptable from any participant and may require the service to stop.

24. Customer Responsibilities

Customers support a safe, effective visit by:

• Providing accurate property, service, and contact information;
• Reviewing estimates, selections, and scheduling messages;
• Providing lawful and safe access to the confirmed work areas;
• Disclosing hazards, restricted areas, and sensitive surfaces;
• Securing valuables and identifying fragile items;
• Disclosing and appropriately securing pets;
• Supervising children and other occupants as needed;
• Providing required utilities and reasonable working conditions;
• Sharing relevant access, alarm, and parking instructions; and
• Maintaining prompt communication before and during service.

25. Service Limitations

Ordinary cleaning does not include every specialty or hazardous service. Work involving biohazards, active mold remediation, pest treatment, structural repair, heavy construction debris, dangerous heights, unstable property, or regulated materials may require a qualified specialist and may be declined. Permanent staining, discoloration, deterioration, damage, or odor may not be removable through cleaning.

26. Continuous Improvement

We are committed to learning from customer questions, service concerns, and changing property needs. Structured estimates, organized service categories, clear confirmation steps, and customer feedback provide a practical foundation for improving how requests are understood and communicated.

27. Frequently Asked Questions

28. Contact Information

Questions are welcome. Contact us before service if you need help with an estimate, access plan, product concern, scheduling request, or property-specific instruction: