Terms of Service
Last Updated: 8/25/2026
Agreement to Terms
By requesting, booking, or approving, or using services from Civora Cleaning & Restoration LLC (doing business as “Civora” and “Civora Cleaning & Restoration”, and hereinafter referred to as “we,” “our,” or the “Company”), you agree to these Terms of Service.
No Service Agreement Formed by Website Use
Submitting an online request, assessment form, contact form, digital booking request, or inquiry through this website does not create a binding service contract or obligate Civora to perform any service.
A service agreement is only formed when Civora accepts the work and the customer approves the applicable estimate, work authorization, service agreement, invoice, or other written authorization provided by Civora.
For emergency mitigation, restoration, remediation, biohazard, trauma, or specialty projects, additional written authorization may be required before work begins.
Services
Civora provides specialty cleaning, restoration support, and project-based property services for residential, commercial, and managed properties. Services may include water damage mitigation, moisture assessment, structural drying support, mold remediation, odor treatment, carpet and upholstery cleaning, tile and grout cleaning, move-in/move-out cleaning, post-construction cleaning, fire and smoke cleaning support, and biohazard, trauma, or specialty cleanup services.
Service availability depends on the property condition, service area, safety conditions, technician availability, equipment needs, and whether the requested work falls within Civora’s service capabilities.
Service scope is based on the information provided by the customer, visible conditions, site assessment findings, and any written estimate or approved scope of work.
Site Assessments, Estimates & Pricing
A scheduled site assessment is not the same as booking the full service. Site assessments allow Civora to evaluate the property concern, discuss your needs, review visible conditions, and determine the best next step.
Service recommendations, scope of work, pricing, scheduling, and availability are provided after the assessment unless otherwise stated in writing. Any estimate is based on the information available at the time and may change if additional conditions are discovered.
Restoration, moisture, mold, odor, smoke, fire, biohazard, specialty cleaning, and property-related concerns may involve hidden or changing conditions. Additional work, testing, trades, equipment, drying time, containment, disposal, reconstruction, or third-party services may be needed depending on the condition of the property.
First-Time Cleaning Notice
Initial cleanings typically require more time and effort than recurring services. All initial cleanings include a deep cleaning.
Pricing may reflect the additional work required to bring the property to maintenance standard.
Scheduling & Arrival Windows
Civora may provide appointment windows rather than exact arrival times. Delays may occur due to traffic, weather, emergency response needs, prior jobs, property access issues, or unforeseen conditions. We will communicate schedule changes whenever possible.
Appointment availability may vary based on service area, urgency, crew availability, safety conditions, and service scope.
Access to Property
Customers are responsible for providing safe and reasonable access to the property at the scheduled time, including access to affected areas, water, electricity, parking, and any necessary entry permissions.
If Civora is unable to access the property, if conditions are unsafe, or if the requested work is outside the agreed scope, Civora may decline, pause, reschedule, or cancel the appointment. Missed appointments, late cancellations, or inaccessible properties may result in delays or additional fees if stated in the estimate, invoice, or service agreement.
Cancellations & Rescheduling
If you need to cancel or reschedule an appointment, please contact Civora as soon as possible. Cancellation fees, rescheduling fees, minimum charges, or service delays may apply when stated in your estimate, invoice, booking confirmation, or service agreement.
Civora may reschedule, delay, or cancel an appointment if property access is unavailable, conditions are unsafe, the requested work is outside the agreed scope, or circumstances prevent service from being performed as scheduled.
Payment & Billing
Payment is due upon completion unless otherwise agreed in writing. Civora may require a deposit, signed authorization, valid payment method, or progress payment before scheduling or continuing certain services.
Outstanding balances must be paid before future services are scheduled. Late payments may be subject to late fees, collection costs, or service delays where allowed by law and stated in the applicable invoice or agreement.
Workmanship & Service Concerns
For standard specialty cleaning services, if you have a concern about an area included in the agreed scope of work, please notify Civora within 24 hours of service completion. When appropriate, Civora may inspect the concern and determine whether a return visit or adjustment is warranted.
This does not apply to conditions outside the original scope, permanent staining, pre-existing damage, hidden conditions, material deterioration, normal wear and tear, improper maintenance, customer-supplied products, third-party work, or failure to follow post-service instructions.
Restoration, moisture, mold, odor, smoke, fire, biohazard, trauma, and specialty cleanup projects are not covered by a general satisfaction guarantee. These services are performed according to the approved scope of work, observed conditions, and applicable documentation.
Limitations & No Guarantee of Outcome
Civora provides professional cleaning, restoration support, assessment, and related services based on observed conditions, available information, and the agreed scope of work. Results may vary depending on material type, age, condition, severity of damage, contamination, prior cleaning attempts, hidden conditions, moisture sources, ventilation, building conditions, and other factors beyond Civora’s control.
Civora does not guarantee complete stain removal, complete odor elimination, prevention of future mold growth, correction of hidden moisture sources, correction of structural issues, or restoration of materials to pre-loss condition unless specifically stated in a written agreement.
Mold, moisture, odor, smoke, fire, and indoor environmental concerns may require source correction, additional inspection, testing, repair, remediation, HVAC work, plumbing work, reconstruction, or other professional services outside Civora’s scope.
Damages & Liability
Civora is insured. Any damage claim must be reported within 24 hours of service completion. Civora is not responsible for pre-existing damage, wear and tear, unstable or improperly installed materials, fragile items, improperly secured items, hidden defects, prior water damage, prior mold growth, prior staining, material deterioration, or conditions outside Civora’s control.
Customers are responsible for removing or securing fragile, valuable, sentimental, or high-risk items before service begins.
Civora is not responsible for delays, incomplete drying, additional moisture damage, mold growth, odor persistence, contamination spread, reduced service results, equipment failure, additional labor, additional equipment needs, rework, or increased costs caused by customer interference, including moving, unplugging, turning off, blocking, adjusting, removing, or tampering with equipment, containment, barriers, air filtration devices, dehumidifiers, air movers, monitoring devices, or other materials placed by Civora.
If equipment, containment, or site controls are disturbed, Civora may need to reassess the property, revise the scope of work, extend drying or service timelines, add equipment, charge additional fees, or discontinue service.
Customer Responsibilities
Customers are responsible for providing accurate information about the property, known hazards, affected areas, prior damage, moisture events, mold concerns, smoke or fire events, odors, contamination, pets, utilities, access limitations, and any other condition that may affect the assessment or service.
Civora may decline, pause, or reschedule service if conditions are unsafe, inaccessible, outside the agreed scope, or require work beyond Civora’s service capabilities.
Customers must not move, unplug, turn off, adjust, remove, block, tamper with, or interfere with Civora equipment, containment, drying systems, air filtration equipment, dehumidifiers, air movers, moisture monitoring devices, barriers, floor protection, safety signage, or other materials placed by Civora unless instructed by Civora in writing.
Customers must notify Civora promptly if equipment stops operating, loses power, is moved, is damaged, is blocked, or if containment is disturbed. Customers are responsible for helping maintain reasonable access, utilities, and site conditions needed for equipment operation and service completion.
Specialized Services: Biohazard, Trauma & Crime Scene
Standard cleaning services do not include biohazards, bloodborne pathogens, trauma scenes, crime scenes, hoarding conditions, regulated waste, hazardous materials, or unsafe environmental conditions.
When Civora accepts specialized biohazard, trauma, or crime scene work, those services are handled under a separate scope of work and may require additional assessment, authorization, protective equipment, disposal procedures, and safety controls.
Civora reserves the right to refuse or stop work if a property presents unsafe conditions, active threats, structural hazards, chemical hazards, regulated materials, or conditions that require services outside Civora’s scope.
Pets
We love pets. However, customers are responsible for securing pets when necessary for technician safety, equipment safety, drying equipment operation, containment protection, or service access.
Customers should inform Civora of any pets, special handling needs, restricted areas, or safety concerns before service begins.
Non-Solicitation of Staff
Clients agree not to directly hire or solicit Civora staff during service or for 12 months after.
Violation may result in a $2,500 referral fee.
Confidentiality
We respect the privacy of our clients and understand that many of the situations requiring our services involve personal property, sensitive information, or unexpected events.
During the course of providing services, Civora may become aware of information relating to a client’s property, business operations, or personal circumstances. We treat this information with professional discretion and use it only as reasonably necessary to provide requested services, communicate with the client, prepare documentation, process payment, comply with legal obligations, or support insurance claims when authorized.
Our technicians may photograph or document affected areas before, during, and after service for quality control, project documentation, insurance purposes, training, warranty support, or legal compliance. We do not publicly share identifiable project photographs without the client’s permission unless required by law.
Clients also agree to respect any confidential information, proprietary methods, pricing, documentation, reports, software, or materials provided by Civora and not reproduce or distribute them without our prior written consent.
Nothing in this section limits disclosures required by law, court order, insurance requirements, or government authorities.
Promotions & Discounts
Promotions, discounts, coupons, or special offers cannot be combined unless stated in writing. Promotions have no cash value and may be modified, limited, or withdrawn at any time.
Promotional pricing may not apply to emergency response, restoration, mold remediation, biohazard, trauma, specialty cleanup, or other project-based services unless specifically stated.
Term, Termination & Right to Refuse Service
Either party may discontinue services at any time, subject to any signed estimate, invoice, work authorization, or service agreement.
Civora reserves the right to refuse, pause, reschedule, or terminate service if conditions are unsafe, inaccessible, outside the agreed scope, beyond Civora’s service capabilities, affected by customer interference, or if payment terms are not met.
Civora may also refuse service when expectations are unreasonable, requested work requires licenses, trades, testing, disposal, reconstruction, or professional services outside Civora’s scope, or when continuing work would create safety, liability, or operational concerns.
SMS Communications
By providing your mobile number and opting in to receive text messages from Civora Cleaning & Restoration LLC, you consent to receive SMS messages related to your inquiries, appointments, estimates, service updates, and customer support. Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time. Reply HELP for assistance. Consent to receive text messages is not a condition of purchase.
Mobile information collected for SMS communications will not be shared, sold, or rented to third parties or affiliates for their marketing or promotional purposes. For more information about how we collect, use, and protect personal information, please review our Privacy Policy.
Governing Law
These Terms of Service, together with any separate service agreement between you and Civora Cleaning & Restoration LLC, shall be governed by and construed in accordance with the laws of the State of North Carolina, without regard to its conflict of law principles.
Any legal action or proceeding arising out of or relating to these Terms, the use of this website, or services provided by Civora shall be brought exclusively in the state or federal courts located in Wake County, North Carolina, and the parties consent to the jurisdiction of those courts.