Bluegrass Company

Terms of Service

Revised: July 7, 2026

At Bluegrass Company, we believe every Lexington homeowner and business deserves to know exactly what to expect from us — that’s part of being your Home Health Consultant, not just your service provider. This agreement outlines how we work together, using our Green Seal certified chemistry and Low-Moisture process, so there are no surprises before, during, or after your service.

By accepting this quote, you are entering into a legally binding agreement for services with KeWI LLC DBA Bluegrass Company. This document serves as an estimate. Additional charges may apply if unforeseen circumstances arise, including, but not limited to: inaccurate square footage measurements, the need for additional materials, or the discovery of pre-existing conditions during our walkthrough. We adhere to all Kentucky State Service Terms and Conditions.

Scheduling, Payments & Claims

Deposits

Your deposit covers the cost of materials ordered specifically for your job. Once materials are ordered, they cannot be returned, which is why deposits are non-refundable. Please do not select “pay later” options when submitting a deposit, as this will cause scheduling delays.

Cancellations

We ask for at least 48 hours’ notice if your plans change, so we can offer that time to another Lexington family. A $50.00 cancellation fee applies to cancellations made with less notice.

Payment Due

Payment in full is due immediately upon completion of services. Because our Low-Moisture process is engineered for rapid re-entry, final payment may not be withheld, reduced, or delayed due to standard finish curing times or carpet drying times.

Notice of Claims & Dispute Timeframe

Your satisfaction matters to us, and prompt feedback helps us make it right quickly. Any disputes, concerns, or claims regarding the quality of completed work must be brought to our attention within 24 hours of the job ticket being closed. Claims raised after this 24-hour window will be considered invalid, and the service will be deemed fully accepted by the customer.

Late Fees & Collections

A late fee of $25.00 will be assessed every 30 days from the invoice due date. After 90 days, the outstanding invoice will be sent to a collection agency. The customer is responsible for any legal fees and collection costs incurred if litigation becomes necessary.

Service Agreement & Property Access

Access & Utilities

By signing, you authorize Bluegrass Company personnel to enter your property to perform the services outlined in this estimate, and you authorize us to use your water and electrical utilities for service performance.

Scheduling

While we strive to provide accurate timeframes, there is no guaranteed completion time, and multiple visits may be required. The time provided is an arrival window only — we will send an “On My Way” notification when our crew is en route.

Prior & Post Visits

Bluegrass Company has permission to visit the property, with prior notice, to assess service needs before the scheduled date and to inspect completed work after services have been rendered.

Safety

Please ensure a parking spot is available within 50 feet of your access door — this helps our crew move efficiently and safely. For everyone’s safety, no child under the age of 18 may be present in the work area unless accompanied by an adult, and all pets must be secured away from work areas prior to our arrival.

Preparing for Your Service

A little preparation goes a long way toward a smooth, on-time visit. Before our arrival on the service date, please:

• Remove all valuables and/or breakables from work areas (such as items on end tables).
• Clear the driveway spot nearest to your access door.
• If having carpet cleaned, pre-vacuum high-traffic areas.

Media Release & Communication

Media

You grant Bluegrass Company permission to use any photos, descriptions, reviews, quotes, texts, or videos of your property for marketing and portfolio purposes — we love sharing the transformations our Lexington clients see. As a standard part of our process, our team does not capture or use any images containing personal identifiable information, such as photographs, mail, documents, or IDs/licenses visible in the home.

Communication

When booking online or by phone, you may choose to receive text and email updates. Unless you opt out, Bluegrass Company will send appointment reminders, job status updates, and service notifications via text by default. You may opt in or out of promotional messaging at any time by replying STOP or contacting our office.

Insurance

Please refer to the attached documents for our current insurance information.

Service-Specific Terms & Disclaimers

I. Hardwood Flooring Specific Terms

1. Site-Finished vs. Factory-Finished Realities: We provide custom, site-finished restoration in a residential setting using Low-Moisture and advanced dust-containment systems. Our process is Dustless — defined as 98–99% dust capture. Minor dusting will be required by the homeowner after full sanding. Minor airborne particles (“nibs”) settling into the wet finish are a normal part of the on-site process and will naturally smooth out with normal foot traffic.

2. Pre-Existing Conditions & Profiled Millwork: Bluegrass Company is not responsible for pre-existing conditions, including structural gaps, pet stains, or old stain “wicking” (bleeding) from beneath baseboards. When restoring profiled millwork (such as stair handrails), complete removal of historic stain deep within crevices is not guaranteed, as aggressive sanding would permanently alter the engineered shape of the wood.

3. Confined Spaces & Perimeters: Large sanding machinery cannot physically reach tight perimeters, beneath shoe molding, or inside confined spaces (such as closets). These areas require handheld edgers and scrapers, which may result in a slightly different texture and tooling pattern than the expansive main floor.

4. Appliance & Furniture Policy: Bluegrass Company does not move appliances, heavy furniture, or plumbing fixtures. The customer is responsible for moving all appliances out of the work area prior to our arrival. Furniture and light items may be repositioned after 24 hours, once the floor is safe for foot traffic and placement. Please note: this 24-hour mark is for re-entry only — the finish is not fully cured until up to 30 days have passed. During the full cure period, avoid rugs, mats, or heavy furniture without felt protectors, as the finish is still hardening. Bluegrass Company is not liable for scratches, gouges, or damages caused to the floor by the moving of appliances or furniture at any point in this process.

5. Screen & Recoat Adhesion Waiver: A “screen and recoat” restores the top protective layer; it is not a full sanding and will not remove deep scratches, dents, pet stains, or UV fading. Successful adhesion of the new topcoat depends entirely on the floor’s chemical history. If the floor has ever been treated with wax, polish, silicone, oil-based cleaners (e.g., Murphy’s Oil Soap, Orange Glo), or acrylics, the new finish may fail to adhere. By authorizing a recoat, the customer assumes all risk for adhesion failure caused by pre-existing chemical contaminants.

6. Dispute Resolution & NWFA Standards: All final work is evaluated against National Wood Flooring Association (NWFA) standards, from a normal standing position under everyday ambient lighting — microscopic or close-up evaluations are not accepted methods. If the customer chooses to withhold payment based on perceived defects, both parties agree to engage an independent, NWFA Certified Inspector. If the inspector rules the work fails to meet standards, Bluegrass Company will correct the issues and pay the inspection fee. If the inspector rules the work meets or exceeds NWFA standards, the customer agrees to immediately release final payment in full and assumes responsibility for the cost of the inspection.

II. Carpet & Area Rug Cleaning Specific Terms

1. Pre-Existing Conditions & Wear: Bluegrass Company is not responsible for pre-existing conditions, including loose tiles, fraying carpet seams, delamination (backing separation), or installation defects. Heavy “traffic lanes” are often caused by physical fiber abrasion, not just soil — our Low-Moisture cleaning lifts dirt beautifully, but it cannot reverse physical wear or restore the original texture of abraded fibers.

2. Low-Moisture Drying & Furniture: Because we use specialized Low-Moisture solutions and machinery, your carpets dry much faster than with traditional extraction methods — typically 1–2 hours. Bluegrass Company does not move large or heavy furniture, beds, or sensitive electronics; the customer is responsible for clearing the areas to be cleaned. To prevent rust marks or wood stain transfer, please leave any protective foam blocks or plastic tabs in place under furniture until the carpet is completely dry.

3. Stain, Odor, & Wicking Waiver: We use advanced, Green Seal certified chemistry to treat spots and stains. However, some substances (artificial dyes, bleach, furniture stain, or pH burns) permanently alter fibers. We guarantee a professional cleaning, but we cannot guarantee the correction of permanent damage.

• Urine & Odor: Standard surface cleaning does not reach the carpet padding or subfloor. Complete elimination of severe pet odors or urine may require pad replacement and subfloor treatment, which falls outside the scope of standard cleaning.
• Wicking: Deep spills that have penetrated the backing may occasionally wick back to the surface via capillary action as the carpet dries. This is a physical reality, not a failure of the cleaning process.

4. Area Rug Specifics: Specialty and area rugs (especially natural fibers like wool, silk, cotton, or older rugs) carry inherent risks during the wet cleaning process, including minor shrinkage, dye migration (color bleeding), or the breakdown of aging latex adhesives in the backing. The customer accepts these inherent risks.

5. Dispute Resolution & IICRC Standards: All final work is evaluated against the official guidelines of the Institute of Inspection, Cleaning and Restoration Certification (IICRC). If the customer chooses to withhold payment based on perceived defects, both parties agree to engage an independent, IICRC Certified Inspector. If the inspector rules the work fails to meet standards, Bluegrass Company will correct the issues and pay the inspection fee. If the inspector rules the work meets or exceeds IICRC standards, the customer agrees to immediately release final payment in full and assumes responsibility for the cost of the inspection.

III. Upholstery Cleaning Specific Terms

1. Fabric Inspection & Inherent Risks: Our technicians visually inspect your upholstery before cleaning. Certain natural fabrics (cotton, linen, silk, wool) or vintage textiles carry inherent risks during the wet cleaning process, including minor shrinkage, dye migration (color bleeding), “cellulosic browning” (water rings), or texture changes. By authorizing the cleaning, the customer accepts these inherent risks. If manufacturer cleaning codes/tags (W, S, SW, X) are missing, we will use our best professional judgment, but we cannot be held liable for unforeseen manufacturer defects.

2. Pre-Existing Conditions, Wear & Body Oils: Bluegrass Company is not responsible for pre-existing conditions, including weakened seams, sun fading, or degraded fabric backing. Heavy soil on armrests and headrests is often a combination of dirt, physical friction, and body oils that may have permanently oxidized or weakened the fabric dyes. Cleaning will remove the soil, but it cannot reverse physical fabric wear, color loss, or permanent oxidation.

3. Cushions, Foam, & Odor Limitations: Our standard upholstery process safely cleans the outer fabric of the furniture. It does not penetrate deep into the underlying foam cushions or structural frame. Complete elimination of severe odors, deep spills, or pet urine that has soaked into the foam padding falls outside the scope of surface upholstery cleaning and is not guaranteed.

4. Stain Removal Waiver: We use advanced chemistry to treat spots and stains. However, some substances (artificial dyes, ink, bleach, medications, or pH burns) permanently alter delicate upholstery fibers. We guarantee a professional cleaning, but we cannot guarantee the correction of permanent stains.

5. Drying Times & Usage: To prevent dye transfer, mildew, or structural damage, please do not use the furniture or replace loose cushions until the upholstery is completely dry. Drying times vary based on fabric type, humidity, and airflow. Final payment may not be withheld or delayed due to standard drying times.

6. Dispute Resolution & IICRC Standards: All final work is evaluated against the official guidelines of the Institute of Inspection, Cleaning and Restoration Certification (IICRC). If the customer chooses to withhold payment based on perceived defects, both parties agree to engage an independent, IICRC Certified Inspector. If the inspector rules the work fails to meet standards, Bluegrass Company will correct the issues and pay the inspection fee. If the inspector rules the work meets or exceeds IICRC standards, the customer agrees to immediately release final payment in full and assumes responsibility for the cost of the inspection.

We genuinely appreciate your partnership in these terms — they exist to protect the trust between us and to keep every Bluegrass visit safe, transparent, and Review-Worthy. If you have any questions, please reach out by phone or email. We look forward to taking care of your home.