Customer Terms

1. Acceptance of these Customer Terms

You accept these Customer Terms when you:

• submit a service or quote request;
• create a Customer account;
• schedule or confirm an appointment;
• approve an estimate or revised price;
• provide payment information;
• authorize a Contractor to begin work;
• otherwise use Rloop to obtain Services.

These Customer Terms incorporate the Rloop Terms of Service, Privacy Policy, Payment and Cancellation Policy, Community Guidelines, and any service-specific terms displayed during the request or booking process.

If you do not agree, do not request or authorize Services.

2. Customer eligibility

To request or purchase Services, you must:

• be at least 18 years old;
• have legal capacity to enter into a contract;
• provide accurate contact and service information;
• have legal authority to request Services at the property;
• have authority to authorize the removal, movement, handling, or disposal of all items included in the request;
• use a valid and authorized payment method.

If you request Services for a business, trust, property owner, estate, organization, landlord, tenant, or another person, you represent that you have authority to bind that person or entity.

3. The Rloop platform

Rloop provides technology and operational systems through which Customers may request property Services and through which approved Contractors may receive and perform assignments.

Depending on the transaction, Rosario Reyes Solutions LLC may:

• receive Customer requests;
• prepare or communicate estimates;
• coordinate scheduling;
• assign or offer work to Contractors;
• process or facilitate payments;
• maintain job records;
• provide support and dispute assistance.

Availability of a requested service is not guaranteed. Rloop may accept, decline, cancel, reschedule, or modify a request when reasonably necessary.

4. Service requests

You must provide complete and accurate information concerning the requested Services.

Relevant information may include:

• service address;
• property type;
• requested service;
• number, size, weight, and condition of items;
• photographs or video;
• stairs, elevators, gates, or narrow access;
• parking or loading restrictions;
• hazardous, sharp, heavy, wet, contaminated, or damaged materials;
• required tools or disassembly;
• requested appointment date and time;
• any circumstance affecting price, safety, access, duration, equipment, or personnel.

Rloop may rely on the information you provide when estimating price, assigning a Contractor, selecting equipment, or determining whether the request can be safely performed.

Materially incomplete or inaccurate information may result in revised pricing, delay, cancellation, or refusal of Services.

5. Estimates and pricing

Unless expressly identified as a fixed price, quotes and estimates are based on information available before the Services are performed.

Estimates may consider:

• volume;
• item count;
• weight;
• labor requirements;
• distance;
• disposal costs;
• stairs and access;
• disassembly;
• special handling;
• scheduling priority;
• other assignment-specific conditions.

Pricing may change if actual conditions differ from the description, photographs, measurements, or assumptions used to prepare the estimate.

Before material additional work begins, Rloop or the assigned Contractor will ordinarily request approval of a revised scope or price.

California generally requires businesses to clearly disclose required charges in advertised or listed prices, excluding permitted government taxes and certain other legally excluded charges. Rloop will present required service charges as part of the stated price when applicable.

Government fees, disposal fees, permit fees, or charges dependent on conditions that could not reasonably be determined in advance may be added when disclosed and authorized.

6. Scope of work

The authorized scope consists only of Services and items specifically included in the confirmed job details, estimate, written communication, or approved modification.

Unless expressly included, Services do not include:

• structural demolition;
• electrical, plumbing, HVAC, or gas work;
• hazardous-material remediation;
• mold, asbestos, lead, or biohazard removal;
• pest control;
• moving or storage services;
• repair of preexisting damage;
• cleaning beyond the agreed scope;
• removal of undisclosed or unauthorized items.

Contractor presence at the property does not authorize unlimited or unrelated work.

7. Scheduling and appointment windows

Appointment dates and times may be provided as estimated arrival windows rather than guaranteed exact arrival times.

Delays may result from:

• traffic;
• weather;
• prior assignments;
• vehicle or equipment issues;
• disposal-facility delays;
• emergencies;
• Contractor availability;
• events beyond reasonable control.

You must remain reasonably available by telephone, text, email, or platform communication before and during the appointment.

Rloop may reschedule an appointment when necessary and will make reasonable efforts to communicate material schedule changes.

8. Same-day, urgent, and priority requests

Same-day, emergency, expedited, or high-priority Services depend on Contractor availability, location, equipment, disposal access, safety, and job conditions.

Priority requests may carry additional charges when disclosed before authorization.

Submission of an urgent request does not guarantee acceptance, immediate arrival, or completion by a particular time.

9. Property access

You are responsible for providing safe, lawful, and timely access to the property and all areas needed to perform the Services.

You must disclose:

• access codes;
• gate procedures;
• elevator reservations;
• loading-zone restrictions;
• parking limitations;
• stairs or narrow pathways;
• low-clearance areas;
• building or association rules;
• security requirements;
• any other access limitation.

You are responsible for obtaining permissions from landlords, homeowners associations, building management, tenants, owners, occupants, or other controlling parties.

Contractors are not required to enter areas that are locked, structurally unsafe, illegally accessible, or outside the authorized scope.

10. Customer responsibilities

You agree to:

• identify all items to be handled or removed;
• separate items that must remain;
• remove cash, jewelry, documents, medication, electronics, keys, firearms, sentimental property, and valuables from the work area;
• disclose dangerous, fragile, unusually heavy, or contaminated items;
• secure children and pets;
• protect areas outside the work scope;
• provide adequate lighting and access;
• communicate changes before work begins;
• inspect the completed work when reasonably possible;
• pay all authorized charges.

You should not rely on a Contractor to determine which property is valuable, sentimental, private, confidential, or intended to remain.

11. Ownership and authority over items

By authorizing removal, you represent and warrant that:

• you own the items;
• you have permission from the owner;
• you have lawful authority to dispose of them;
• no other person has a superior ownership, possessory, lien, lease, security, probate, tenancy, or contractual right preventing removal;
• removal does not violate a court order or law.

You must not request removal of property belonging to a tenant, roommate, former partner, employee, customer, family member, estate, lender, landlord, or other person without lawful authority.

If ownership or authority is disputed, Rloop or the Contractor may refuse or stop Services until the dispute is resolved.

Once an item has been authorized for removal and loaded, it may be transported, recycled, donated, transferred, processed, or disposed of and may not be recoverable.

12. Prohibited and restricted materials

You must disclose all potentially hazardous or regulated materials before the appointment.

Unless expressly approved in writing, Contractors may refuse:

• asbestos;
• lead-contaminated material;
• mold or contaminated building material;
• biohazardous waste;
• human or animal waste;
• medical waste;
• chemicals, solvents, pesticides, or poisons;
• fuel, oil, or flammable liquids;
• explosives or fireworks;
• ammunition or unsecured weapons;
• compressed-gas cylinders;
• radioactive material;
• unknown powders or liquids;
• illegally possessed property;
• material prohibited by a disposal facility or applicable law.

Additional charges may apply when specially regulated items can lawfully be handled through an approved process.

Concealment of hazardous or prohibited material may result in immediate cancellation, reporting to authorities, cleanup costs, disposal costs, and liability for resulting loss or injury.

13. Unsafe or unsuitable conditions

Rloop or a Contractor may refuse, pause, or stop Services when conditions present unreasonable safety, legal, property, environmental, or operational risk.

Examples include:

• structural instability;
• fire or electrical hazards;
• aggressive animals;
• threats, violence, or weapons;
• illegal activity;
• severe infestation;
• uncontrolled traffic exposure;
• unsafe stairs or flooring;
• extreme weather;
• unsafe lifting conditions;
• undisclosed hazardous material.

You may be responsible for reasonable arrival, labor, mobilization, or cancellation charges when Services cannot proceed because of conditions you failed to disclose or correct.

14. Changes and additional Services

You may request changes before or during an appointment, but changes are subject to Contractor availability, equipment, schedule, legal requirements, and revised pricing.

Additional items, labor, disassembly, carrying distance, stairs, disposal fees, weight, or access requirements may increase the price.

Material changes should be approved through the platform, in writing, by electronic communication, or through another verifiable method before additional work begins.

A Contractor may decline work outside the original assignment.

15. Removal, transportation, donation, and disposal

Rloop and Contractors may choose lawful, commercially reasonable disposal or diversion methods, including:

• transfer stations;
• landfills;
• recycling facilities;
• donation organizations;
• reuse or salvage channels;
• other lawful facilities or recipients.

Donation or recycling is not guaranteed unless expressly stated.

Disposal facilities may reject items, close, change fees, impose limits, or require special handling.

Removed property generally will not be stored for Customer retrieval unless a separate written arrangement expressly provides otherwise.

16. Payment authorization

You authorize Rloop and its payment providers to charge the payment method you provide for:

• approved Services;
• approved price changes;
• applicable deposits;
• cancellation or no-access charges disclosed by policy;
• taxes and government charges;
• authorized disposal or special-handling costs;
• other amounts you expressly authorize.

Payment may be required before booking, before work begins, upon completion, or according to another disclosed schedule.

You must maintain valid payment information and promptly resolve declined or reversed payments.

Contractors may not request direct payment for an Rloop assignment unless Rloop has expressly authorized that method.

17. Customer cancellations

Cancellation rights, deadlines, and fees may vary based on the requested Service, scheduling urgency, Contractor dispatch status, purchased materials, reserved equipment, and work already performed.

A cancellation fee may apply when:

• cancellation occurs after the disclosed cancellation deadline;
• a Contractor has already been dispatched;
• special equipment or personnel have been reserved;
• nonrefundable disposal or permit costs have been incurred;
• work has started;
• the Customer is unavailable or denies access.

Specific cancellation terms will be stated in the Payment and Cancellation Policy or communicated before booking.

18. No-show, delay, and access failures

You must ensure that an authorized adult is available when required and that access is ready during the scheduled window.

A failed-access or no-show event may occur when:

• no authorized person is available;
• gates or doors cannot be opened;
• building access was not arranged;
• items are not identifiable;
• the work area is inaccessible;
• required permission is missing;
• the Customer cannot be reached;
• work cannot lawfully or safely begin.

Rloop may cancel or reschedule the appointment and assess a disclosed fee reflecting dispatch, travel, reserved capacity, or other reasonable costs.

19. Refunds and service adjustments

Refund eligibility depends on the circumstances, applicable law, the Services performed, documented issues, and the Payment and Cancellation Policy.

Rloop may offer, where appropriate:

• a partial refund;
• a full refund;
• a service credit;
• corrective Services;
• another reasonable resolution.

Completed Services are not automatically refundable merely because the Customer changes their mind after authorized work was performed.

Any limited-refund or no-refund condition will not override rights that cannot be waived under applicable law.

Refund requests should be submitted promptly with supporting details and evidence.

20. Chargebacks and disputed payments

Before initiating a chargeback, you should contact Rloop and provide a reasonable opportunity to review and resolve the issue.

You must not knowingly submit a false or misleading payment dispute.

Rloop may provide the payment processor with relevant records, including:

• booking confirmations;
• approved estimates;
• communications;
• photographs;
• job-status records;
• completion evidence;
• acceptance and payment records.

Unpaid authorized charges may be referred for lawful collection, and the Customer may be responsible for permitted collection costs.

21. Photographs, video, and service documentation

Rloop or a Contractor may take photographs or video reasonably related to:

• estimating;
• documenting items;
• confirming site conditions;
• recording preexisting damage;
• documenting completion;
• documenting safety concerns;
• supporting payment or dispute resolution;
• maintaining platform records.

Contractors should avoid photographing unrelated private areas or personal information.

Service photographs will not be used for public marketing in a personally identifiable manner without appropriate authorization.

Customers may also be asked to submit photographs before the appointment to improve quote accuracy.

22. Property damage and service claims

You should inspect accessible work areas before and promptly after Services are performed.

A damage or service claim should include:

• Customer name;
• service address;
• appointment date;
• description of the issue;
• photographs or video;
• supporting receipts or estimates;
• any relevant communications.

Claims should be reported as soon as reasonably possible after discovery so the condition can be investigated.

Rloop is not responsible for ordinary wear, unavoidable minor contact, concealed defects, preexisting damage, structural weakness, or damage resulting from inaccurate Customer instructions.

You must disclose fragile floors, walls, railings, doors, fixtures, landscaping, driveways, elevators, furniture, and other surfaces requiring special precautions.

You must provide a reasonable opportunity to inspect an alleged condition before repair, alteration, disposal of evidence, or replacement, except when emergency mitigation is reasonably necessary.

23. Contractors and service personnel

Rloop may assign an approved Contractor based on location, equipment, availability, credentials, service category, or other legitimate operational factors.

A particular Contractor is not guaranteed.

Customers may not:

• request unauthorized off-platform payment;
• pressure a Contractor to perform illegal or unsafe work;
• ask a Contractor to conceal additional work;
• misuse Contractor contact information;
• discriminate against a Contractor unlawfully;
• represent that a Contractor has authority to change Rloop policies.

Concerns about a Contractor should be reported to Rloop promptly.

24. Communications

You agree that Rloop may contact you using the telephone number, email address, account, or other contact method you provide for:

• quote follow-up;
• appointment confirmation;
• arrival coordination;
• scope or pricing approval;
• payment information;
• support and dispute resolution;
• safety or security notices;
• legal or policy updates.

Message and data rates may apply to text messages.

Transactional communications may continue even if you opt out of promotional communications.

25. Customer conduct

You must treat Contractors, Rloop personnel, neighbors, property occupants, and other users respectfully.

You may not engage in:

• threats;
• violence;
• harassment;
• unlawful discrimination;
• fraud;
• coercion;
• intentional payment avoidance;
• false complaints;
• illegal dumping requests;
• any conduct creating unreasonable safety or legal risk.

Rloop may refuse or terminate Services and restrict platform access in response to serious misconduct.

26. Reviews and feedback

Customers may submit truthful reviews and feedback based on their actual experience.

Reviews may not contain:

• knowingly false statements;
• threats or harassment;
• private personal information;
• unlawful discriminatory content;
• extortionate demands;
• impersonation;
• content unrelated to the service experience.

Nothing in these Customer Terms prohibits an honest consumer review, lawful complaint, or report to a government agency.

Rloop may moderate content that violates platform rules while preserving lawful consumer feedback.

27. Privacy and Customer information

Rloop may collect and use Customer information as described in the Privacy Policy.

Information reasonably necessary to perform an assignment may be shared with the assigned Contractor, including:

• Customer name;
• contact information;
• service address;
• access instructions;
• service descriptions;
• photographs;
• appointment details.

You should not include unnecessary sensitive information in service requests, photographs, or communications.

28. Service disclaimers

To the fullest extent permitted by law, Rloop and the Services are provided on an “as available” basis.

Rloop does not guarantee:

• acceptance of every request;
• arrival at an exact time;
• availability of a particular Contractor;
• donation or recycling of particular items;
• acceptance of items by a disposal facility;
• recovery of property after removal;
• uninterrupted platform availability;
• any result not expressly included in the authorized scope.

Nothing in these Terms excludes warranties or consumer protections that cannot lawfully be excluded.

29. Limitation of liability

To the fullest extent permitted by law, Rosario Reyes Solutions LLC and its members, managers, personnel, affiliates, licensors, and service providers will not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages.

Rloop is not responsible for loss caused by:

• inaccurate Customer information;
• unauthorized removal instructions;
• concealed defects;
• undisclosed hazardous material;
• Customer failure to secure valuables;
• preexisting property conditions;
• facility refusal;
• events beyond reasonable control;
• conduct outside the authorized scope.

To the fullest extent permitted by law, the aggregate liability of Rosario Reyes Solutions LLC arising from a particular service transaction will not exceed the amount actually paid by the Customer to Rloop for the Services giving rise to the claim.

This limitation does not apply where limitation is prohibited by law.

30. Customer indemnification

To the fullest extent permitted by law, you agree to defend, indemnify, and hold harmless Rosario Reyes Solutions LLC and its members, managers, personnel, affiliates, agents, Contractors, licensors, and service providers from claims, losses, liabilities, penalties, damages, costs, and reasonable legal fees arising from:

• your breach of these Customer Terms;
• false or incomplete information;
• lack of authority over the property or items;
• a third party’s ownership claim;
• undisclosed hazardous material;
• unsafe property conditions under your control;
• unlawful instructions;
• misuse of the platform;
• infringement or violation of another person’s rights.

This section does not require indemnification for liability that applicable law prohibits from being transferred.

31. Informal dispute resolution and governing law

Before filing a lawsuit, the parties should first attempt in good faith to resolve the dispute informally.

A written dispute notice should include:

• Customer name;
• contact information;
• service address and date;
• description of the dispute;
• supporting evidence;
• requested resolution.

The parties should allow at least 30 days for informal review unless emergency relief is reasonably necessary.

These Customer Terms are governed by California law except where federal law or another mandatory law applies.

These Customer Terms do not presently require mandatory arbitration or waive any nonwaivable consumer right.

32. General provisions

Entire agreement

These Customer Terms, incorporated policies, confirmed job details, and approved estimates form the agreement concerning the requested Services.

Order of precedence

A specific written service term or approved estimate controls over a conflicting general term only for the applicable transaction.

Changes to these Terms

Rloop may update these Customer Terms prospectively. Material changes may require renewed acceptance.

Severability

If any provision is invalid or unenforceable, it will be enforced to the maximum lawful extent and the remaining provisions will remain effective.

No waiver

Failure to enforce a provision is not a waiver of future enforcement.

Assignment

You may not transfer a booking or these Customer Terms without authorization. Rloop may assign these Terms in connection with a merger, restructuring, financing, sale, or transfer of the platform or business.

Electronic records

Electronic acceptance, communications, approvals, signatures, and records may be used to establish agreement and authorization to the extent permitted by law.

Force majeure

Rloop is not responsible for delay or failure caused by events beyond reasonable control, including severe weather, wildfire, earthquake, utility failure, governmental action, labor disruption, road closure, public emergency, disposal-facility closure, or infrastructure outage.

Survival

Payment, ownership, privacy, documentation, liability, indemnification, dispute, and other provisions intended by their nature to survive will remain effective after completion or termination.