Booking terms
Clear expectations for caring for your home.
Your cleaning visit
LUMINA provides regular hourly apartment cleaning through its own employees. Your booking states the number of cleaners, elapsed time, materials and appointment. Two cleaners for three hours means a three-hour visit and six labour hours.
Price and confirmation
Your exact price, including applicable materials, discounts and tax, is displayed before payment. Payment is collected in full. An appointment is confirmed only when payment and staffing capacity are secured. A pending payment or reserved time is not a confirmed visit.
Recurring visits
Each occurrence has its own availability, payment and status. Future charges require your permission and are collected before service. Only occurrences marked Confirmed are confirmed appointments. Unavailable, unpaid, skipped and cancelled visits are shown separately.
Your familiar cleaner
After a completed visit, eligible cleaners who served you can be selected for another visit. If a cleaner is guaranteed in your booking, an alternative is not treated as equivalent without the required communication and acceptance.
Changes, cancellations and refunds
The cancellation and change policy shown with your accepted booking applies to that visit. Before accepting a change, review the new appointment, any price difference and policy impact. Eligible refunds return to the original payment method; bank processing times can vary.
Access and support
Give accurate apartment and entrance details, and arrange access at the agreed time. Contact LUMINA if arrival instructions or your needs change. Do not include payment credentials or sensitive access codes in general notes.