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SMS & Communication Policy

Effective Date: 05/06/26

 

1. Introduction and Acceptance

This SMS & Communication Policy ("Policy") explains how Cleaning LAB INC. ("Cleaning LAB," "we," "our," or "us") communicates with clients and customers via phone calls, text messages (SMS), and other electronic communications.

This Policy applies to:

  • Communications related to our cleaning services (quotes, scheduling, confirmations, arrival notifications, follow-ups)

  • Communications related to our online store orders (order confirmations, shipping notifications, delivery updates, customer service)

By providing your phone number through our website, contact forms, checkout, or direct communication, you consent to receive service-related and order-related communications as described in this Policy.

This Policy is incorporated by reference into our Terms of Service and Terms of Sale. Our handling of your phone number and communication records is described in our Privacy Policy.

2. Eligibility

You must be at least 18 years of age to provide your phone number and consent to communications from Cleaning LAB. By providing your number, you confirm that you are 18 or older and that the number belongs to you (or that you have authority to provide it for the purpose of receiving these messages).

3. Types of Messages You May Receive

We use phone calls and SMS messages only for transactional and service-related purposes, including:

3.1. Cleaning Services Communications

  • Responding to your inquiry

  • Providing quotes or clarifying service details

  • Scheduling, confirming, or rescheduling appointments

  • Sending appointment reminders and arrival notifications

  • Clarifying access details, service scope, or on-site conditions

  • Service follow-up and quality check

3.2. Online Store Order Communications

  • Order confirmations and receipts

  • Payment confirmations

  • Shipping notifications with tracking information

  • Delivery confirmations and exception notifications (e.g., delivery delays, address issues)

  • Return Authorization confirmations

  • Refund processing notifications

3.3. General Customer Service

  • Responses to your inquiries submitted via website forms or email

  • Account-related notifications

  • Important policy updates that materially affect your service or order

3.4. No Promotional or Marketing Messages

We do not send promotional SMS campaigns, sales messages, advertising, or marketing texts. All messages are transactional and tied to a specific inquiry, service, or order initiated by you. If we ever decide to introduce promotional messaging in the future, we will update this Policy and obtain separate, explicit opt-in consent before sending any such messages.

4. Consent and Opt-In

By providing your phone number through our website, contact forms, checkout, or direct communication with us:

  • You confirm that the phone number you provide belongs to you (or that you have legal authority to receive messages at that number)

  • You consent to receive service-related and order-related calls and SMS messages from Cleaning LAB and our authorized agents

  • You acknowledge that consent is not a condition of any purchase or service — you may always communicate with us by email or voice call instead

5. Message Frequency

Message frequency is transactional and event-driven, meaning you receive messages only when something happens with your inquiry, service, or order. Typical maximum frequencies:

  • Per service request: up to 4 messages (confirmation, reminder, day-of arrival notification, follow-up)

  • Per online order: up to 3 messages (order confirmation, shipping notification, delivery confirmation)

  • Per inquiry: typically 1–2 response messages

You will not receive SMS messages from us unrelated to a specific inquiry, service, or order.

6. Message and Data Rates

Message and data rates may apply depending on your mobile carrier and plan. Standard text messaging rates from your carrier apply to all messages you send to or receive from us.

Cleaning LAB is not responsible for any carrier fees, charges, or surcharges associated with sending or receiving SMS messages.

7. Opt-Out Instructions

You may opt out of SMS communication from Cleaning LAB at any time by replying STOP to any message you receive from us.

After opting out:

  • You will receive a final confirmation message acknowledging your opt-out

  • You will no longer receive SMS messages from us

  • You may still be contacted by phone call or email if necessary to complete or clarify an active service request, order, or refund process

  • You may opt back in at any time by texting START to the same number, or by contacting us

To opt out of email communications, click the unsubscribe link in any email or contact us using the information in Section 14.

To opt out of all communications entirely, contact us at cleaning.lab.info@gmail.com.

8. Help Instructions

If you need help with our SMS communications, reply HELP to any message you receive from us. You will receive a response containing:

  • Identification of Cleaning LAB INC.

  • Customer service contact information

  • Reminder of opt-out instructions

You may also contact us directly at any time at cleaning.lab.info@gmail.com or (718) 213-8586 for assistance.

9. Carrier Disclaimer

Mobile carriers (AT&T, Verizon, T-Mobile, U.S. Cellular, and others) are not liable for delayed, undelivered, or misdelivered messages. Cleaning LAB cannot guarantee that every SMS message will be successfully delivered to your device. If you do not receive an expected message, please contact us using the alternative methods in Section 14.

Carriers are not parties to this Policy and have no obligations under it.

10. Privacy and Data Handling

Phone numbers and communication records are handled in accordance with our Privacy Policy, including:

  • We do not sell, rent, or share your phone number with third parties for marketing purposes

  • Phone numbers are stored securely and used only for the purposes described in Section 3

  • Communication records are retained for the periods described in our Privacy Policy

We may share your phone number with third-party service providers (such as our SMS messaging platform, scheduling software, or shipping carriers) only to the extent necessary to deliver the communications described in this Policy.

11. Sender Identity

SMS messages from Cleaning LAB are sent from our registered business phone number (718) 213-8586 or from approved short codes or alphanumeric sender IDs identifying Cleaning LAB. Calls are placed from this number or from authorized representatives.

If you receive a message claiming to be from Cleaning LAB but you cannot verify the sender, do not click any links or share personal information. Contact us directly at the verified number above to confirm legitimacy.

12. No Emergency Communications

SMS and electronic communications are not intended for emergency situations. Please do not use text messages or email to:

  • Report urgent or hazardous conditions on a service site

  • Request immediate emergency response

  • Communicate medical emergencies, including chemical exposure incidents

For emergencies, contact your local emergency services (911 in the United States) or, for poisoning or chemical exposure, Poison Control at 1-800-222-1222.

13. Changes to This Policy

We reserve the right to update or modify this Policy at any time. Material changes will be posted on this page with a revised effective date. Continued use of our services or your continued receipt of messages from us after such changes constitutes acceptance of the revised Policy.

If a future change introduces a fundamentally different category of messaging — such as the introduction of promotional or marketing SMS — we will obtain separate, explicit opt-in consent before sending any such messages, in compliance with applicable law.

14. Contact Information

For questions about this SMS & Communication Policy, opt-out assistance, or any communication concerns, please contact:

Cleaning LAB INC.

Email: cleaning.lab.info@gmail.com Phone: (718) 213-8586

15. Compliance Statement

This Policy is designed to comply with:

  • The Telephone Consumer Protection Act (TCPA), 47 U.S.C. § 227

  • The CAN-SPAM Act of 2003, 15 U.S.C. § 7701 et seq. (for related email communications)

  • The CTIA Messaging Principles and Best Practices

  • Mobile carrier requirements under 10DLC (10-digit long code) business messaging registration

These Terms are governed by and construed in accordance with the laws of the State of New York, without regard to its conflict of laws principles. Any disputes are subject to the exclusive jurisdiction of the courts located in New York County, New York.

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