NeutroShield Service Policy & Operational Guidelines
This Service Policy (“Policy”) governs the operational terms under which NeutroShield, LLC (“Contractor”) provides electrostatic disinfection and related services. This Policy is incorporated by reference into the NeutroShield Terms & Conditions and is binding upon all clients (“Client”).
1. Scope of Service
NeutroShield provides a time-based, high-efficiency electrostatic disinfection service. This service is a disinfection application only and is not a cleaning or janitorial service.
2. Billing & Payment
All services are prepaid. Payment is required in full to initiate a subscription or purchase a package. Upon successful payment, Treatment Units (“Service Units”) are credited to the Client’s account.
3. Failed Payments
If a recurring payment fails, all Treatment Units associated with that payment are suspended and any scheduled services or Priority Windows may be canceled until payment is resolved.
4. Treatment Plans & Treatment Units
Client may select a recurring Treatment Plan that includes a defined number of Treatment Units per billing cycle. Each Treatment Unit represents one scheduled environmental treatment visit. Plan details and pricing are shown on the Client’s invoice or order confirmation and are incorporated into this Policy.
5. Credits, Rollover & Expiration
Treatment Units are prepaid service credits, not products. They have no cash value, are non-transferable, and may be used only through scheduled service visits. Units must be used within two (2) months of purchase or within the active contract term, whichever is shorter. Units roll forward only while the account remains active and in good standing. Unused units are forfeited upon cancellation or termination.
6. Payment Authorization & Subscription Consent
Client authorizes Contractor to charge the payment method on file on a recurring basis for the selected Treatment Plan. Charges reserve service capacity and are non-refundable once billed, except as required by law.
7. Scheduling & Availability
All services must be scheduled in advance and are subject to Contractor availability, routing, weather conditions, and operational capacity. Same-day or emergency service is not guaranteed.
8. Access & Preparation
Contractor provides a 30-minute high-efficiency service. If the Contractor cannot gain access within 15 minutes of arrival, the scheduled credit is forfeited. A 'dry-run' fee or full credit deduction will apply. Client must provide safe and timely access, secure pets, and prepare the service area. Missed or blocked appointments may be counted as a Treatment Unit used.
9. Priority Window Scheduling
Priority Window scheduling provides preferred placement within Contractor routes and a designated service window when feasible. Exact arrival times are not guaranteed. While Priority Units are given scheduling preference, Contractor is not liable for missed windows caused by 'Act of God' events, including but not limited to equipment failure of the electrostatic sprayer, vehicle breakdown, or hazardous Washington weather conditions. In such cases, the credit will be refunded to the client's account.
10. Surface Readiness
This is a specialized disinfection service, not a janitorial cleaning service. Per EPA label mandates, disinfectants are only effective on surfaces free of visible soil. It is the Client’s sole responsibility to ensure all treatment areas are free of visible dirt, debris, grease, and clutter prior to the Contractor’s arrival. Contractor will not move furniture, personal items, or perform manual cleaning. Client acknowledges that "shadowing" or reduced efficacy caused by pre-existing filth, dust, or obstructions is not the fault of the Contractor and does not entitle the Client to a refund or re-service.
If Contractor arrives and determines the environment is too cluttered or soiled to perform an effective EPA-compliant application, Contractor reserves the right to refuse service. In such cases, the Service Unit is forfeited due to the lost scheduled time.
11. Dwell Time & Post-Application Protocol
To ensure EPA-mandated efficacy, surfaces must remain wet for the full 'Dwell Time' (e.g., 1-10 minutes). Client agrees not to wipe or touch treated surfaces for 12 minutes following the 30-minute service window other than:
Contractor is not liable for neutralized efficacy caused by premature touching, wiping or drying.
Following the required dwell time, EPA protocol explicitly supports a "spray and walk away" method. No water rinsing is necessary after the treatment has been applied. The protocol dictates that surfaces should be permitted to air dry naturally, which is considered a "no wipe" application. While the solution is residue-free, if a hazy film appears on glass or mirrors after the air-drying process, the surface may be polished with a dry microfiber cloth
12. Health & Safety
Contractor uses EPA-registered antimicrobials specifically approved for electrostatic application. Client acknowledges that they have received or been offered the Safety Data Sheet (SDS) and agrees to vacate the treatment area during application if required by the chemical label.
13. Cancellations & Forfeitures
Cancellations with less than forty-eight (48) hours’ notice result in partial forfeiture. No-access appointments result in full forfeiture.
14. Force Majeure & Solo Operator Limitations
Contractor is a solo-operator business. In the event of including but not limited to: family emergency, specialized equipment failure (e.g., sprayer malfunction) or personal illness, Contractor’s sole liability is the rescheduling of the Service Unit or the crediting of the unit back to the Client’s account. No consequential damages for 'missed windows' shall apply.
No Warranties or Guarantees of Health
15. No Guarantee of Sterility
Services reduce microbial load but do not guarantee sterility or prevent recontamination. Results are point-in-time; service does not provide ongoing protection against recontamination.
16. No Guarantee of Health Outcomes: While the Contractor utilizes EPA-registered disinfectants and industry-standard application methods, the Client acknowledges that disinfection is a point-in-time treatment. This service does not provide a continuous or "self-cleaning" barrier. The Contractor makes no warranties, express or implied, that this service will prevent the transmission of viruses, bacteria, or other pathogens, or that it will prevent illness, infection, or disease among occupants.
17. Limitation of Efficacy: The effectiveness of the treatment is subject to environmental variables beyond the Contractor's control, including but not limited to:
Re-contamination by occupants immediately following service.
Airborne pathogens introduced after the application.
The presence of biofilm, dust, or "shadowing" caused by clutter (as outlined in the Service Agreement and Surface Readiness section of this policy).
18. Disclaimer of Liability: Contractor specifically disclaims any "warranty of results." Under no circumstances shall the Contractor be held liable for any health-related claims, medical expenses, or lost revenue stemming from allegations that the disinfection service failed to prevent illness. This service is a risk-reduction measure and should be used in conjunction with—not as a replacement for—standard hygiene practices and CDC guidelines.
19. Confidentiality (Operational)
Contractor acknowledges that incidental exposure to private or personal items may occur during the limited duration of service. Contractor agrees not to intentionally disclose any non-public personal information observed during service.
Contractor’s obligations under this section are limited to reasonable care consistent with a short-duration, on-site service. Contractor is not responsible for incidental observations made in the ordinary course of performing services.
To the maximum extent permitted by law, Contractor’s liability for any alleged wrongful disclosure of information observed during service is strictly limited to actual, proven, out-of-pocket damages directly caused by such disclosure, and shall not include emotional distress, reputational harm, or consequential damages.
The High-Efficiency Scavenging Cycle (HESC) Service Warranty
1. The Guarantee of Volumetric Coverage
[Company Name] warrants that your service will be performed using a High-Efficiency Scavenging Cycle (HESC). Unlike standard "fogging," our HESC protocol is scientifically calibrated to ensure that the polydisperse droplet population (20–50 microns) achieves a full Stochastic Collection of the air mass. We guarantee that the treatment cloud will remain suspended for the optimal duration required to maximize particle collision-coalescence.
2. Scientific Performance Standards
To maintain the integrity of our scavenging cycle, our technicians certify the following "Environmental Readiness" factors before beginning:
Vapor-Stabilized Atmosphere: We guarantee a precision flow rate adjusted to your home's specific temperature and humidity. This prevents the "Aerosol Drying Effect," ensuring droplets maintain the mass necessary to "scrub" the air rather than evaporating prematurely.
Polydisperse Distribution: We warrant that our equipment is calibrated to produce a varied droplet spectrum. This creates the "Overtaking Velocity" necessary for larger droplets to capture smaller airborne particulates as they descend through the vertical space.
3. The "High-Ceiling" Performance Clause
For properties with ceilings exceeding 10 feet, we may utilize an extended Time-of-Flight scavenging path. Our technicians may increase vertical displacement to create a deeper "Collection Kernel," ensuring that the air is treated from the highest point of the thermal layer down to the floor.
5. Limitations & Conditions
This warranty covers the Mechanical Scavenging (removal) of airborne particulates. Efficiency is predicated on the "Static Air" conditions requested during service (HVAC and fans remaining off). This warranty covers physical air-mass treatment and does not constitute a medical or health-outcome guarantee, as per the FTC’s standard for reliable scientific evidence.