1. Agreement to these terms
These Terms & Conditions (“Terms”) apply when you access luluhomeservices.com, request or book a service, confirm an appointment, make a payment, or otherwise use services arranged through Lulu Home Services, an assumed name of Mustafa Fortune LLC (“Lulu,” “we,” “us,” or “our”).
When presented with an acceptance checkbox, you must affirmatively indicate your agreement to these Terms before completing your booking or payment. By selecting the checkbox and completing the applicable transaction, you acknowledge that you have read and agree to these Terms and acknowledge our Privacy Policy.
You must be at least 18 years old and legally authorized to arrange service at the property. If you do not agree to these Terms, do not request, confirm, or pay for a service.
2. Lulu’s role and independent service providers
Lulu operates a managed home-services marketplace. We receive service requests, facilitate booking and scheduling, communicate service details, collect customer payments, provide customer support, and separately compensate independent service providers who accept service opportunities through the marketplace.
Independent service providers may accept or decline service opportunities offered through Lulu. Acceptance of a service opportunity does not create an employment, partnership, joint venture, franchise, or agency relationship between the provider and Lulu.
Providers are independently responsible for the manner and means by which they perform accepted services, subject to the confirmed customer service scope, applicable safety requirements, and applicable law.
If the originally selected provider becomes unavailable, Lulu may offer the service opportunity to another available independent provider. Unless expressly agreed otherwise in writing, customers are not guaranteed a particular provider.
Independent providers are not authorized to represent themselves as employees, partners, agents, or legal representatives of Lulu or Mustafa Fortune LLC and may not enter into agreements or make commitments on Lulu’s behalf.
3. Service requests and booking confirmation
A submitted request is not a confirmed appointment. A booking becomes confirmed only after Lulu communicates the service scope, scheduled time or arrival window, price, and any booking-specific terms, and you accept those details.
You must provide complete and accurate information about the property, requested work, number of rooms or approximate size when relevant, current condition, access, pets, parking, and any condition that may affect the time, safety, or cost of service. A materially inaccurate or incomplete description may result in a revised quote, reduced scope, rescheduling, or cancellation.
4. Cleaning scope and service limitations
Only tasks included in the confirmed service description are part of the booking. Unless specifically agreed in writing, ordinary cleaning does not include mold remediation, pest treatment, biohazards, bodily fluids, animal waste, hoarding conditions, hazardous chemicals, lifting unusually heavy items, exterior windows, high-access work, or work requiring a professional license or specialized equipment.
A provider may decline or stop work that appears unsafe, unlawful, materially different from the confirmed scope, or outside the provider’s qualifications. Lulu will work with you to determine reasonable next steps, but completion of excluded or unsafe work is not guaranteed.
5. Pricing, add-ons, and payment authorization
You agree to pay the price and any applicable taxes or fees disclosed before confirmation. Lulu may collect payment in its company name through a third-party payment processor. Payment made to Lulu satisfies your payment obligation for the confirmed service amount.
Lulu separately compensates the independent service provider pursuant to Lulu’s separate agreement with that provider. Customers are not responsible for determining or paying provider compensation unless Lulu expressly states otherwise in writing.
By providing a payment method, you authorize Lulu and its payment processor to store your payment details on file, place a temporary pre-authorization hold on your card before the scheduled service, and charge the payment method on file for the confirmed service amount, any applicable cancellation, rescheduling, lockout, or no-access fee described in Section 6, and any additional time, add-ons, materials, or scope modifications you later authorize. Additional time, add-ons, materials, or scope changes require your authorization before being charged. Tips are voluntary unless clearly stated otherwise.
Card information may be processed or stored by a third-party payment processor under its own terms and privacy practices. Lulu does not guarantee that every payment method will be available for every booking.
6. Cancellations, rescheduling, and provider changes
Contact Lulu as soon as possible if you need to cancel or reschedule. The following policy applies to confirmed bookings:
- At least 24 hours before the scheduled start time: You may cancel or reschedule without charge.
- Less than 24 hours before the scheduled start time: Lulu may charge a late-cancellation fee equal to 50% of the confirmed service price, up to a maximum of $100.
- Within two hours of the scheduled start time: Lulu may charge up to the full confirmed service price.
- Late rescheduling: Lulu may charge a rescheduling fee of up to $25 for a change requested less than 24 hours before the scheduled start time. Lulu may waive the fee for a first late-rescheduling request or when circumstances reasonably warrant.
- Lockout or no access: If the provider cannot begin because you did not provide reasonable access, are unavailable when your presence is required, supplied incorrect entry information, failed to secure an animal, or otherwise prevented entry, Lulu may charge 50% of the confirmed service price, up to $100. If the provider has arrived or been dispatched, Lulu may charge up to the full confirmed service price.
Lulu may waive or reduce a cancellation, rescheduling, lockout, or no-access fee because of severe weather, unsafe travel, a medical or building emergency, utility outage, government restriction, or another circumstance reasonably outside the customer’s control.
If Lulu or the assigned provider cancels, Lulu may attempt to arrange a replacement provider or another time acceptable to you. If the confirmed service is not performed, you will not be charged for the unperformed service and any applicable amount already collected for it will be refunded.
The applicable policy and fee will be disclosed before you confirm the booking. If a booking-specific cancellation term differs from this section and you expressly accept it before confirmation, the booking-specific term controls.
7. Property access and customer responsibilities
You are responsible for providing lawful and reasonably safe access at the confirmed time, including accurate entry instructions, working keys or codes, available parking information, and functioning utilities reasonably needed for the service. You authorize Lulu to share necessary access and service information with the provider who accepts the service opportunity.
You must disclose known hazards, secure aggressive or disruptive animals, identify restricted areas, and notify Lulu of alarms, cameras, fragile surfaces, or other special conditions. You are responsible for obtaining permission from an owner, landlord, tenant, occupant, or other person when such permission is required.
8. Valuables, fragile items, and pre-existing conditions
Before service begins, secure cash, jewelry, firearms, medication, important documents, collectibles, irreplaceable items, and other unusually valuable or sensitive property. Tell Lulu before the appointment about antiques, artwork, delicate finishes, unstable furniture, loose fixtures, specialty materials, or items requiring special handling.
Lulu and providers are not responsible for ordinary wear, deterioration, or damage caused by pre-existing conditions such as loose fixtures, unstable furniture, worn finishes, deteriorated grout or caulk, improper installation, defective appliances, or previously damaged items, except to the extent responsibility cannot lawfully be excluded.
9. Service concerns and re-clean requests
If a cleaning service does not reasonably match the confirmed scope, contact Lulu within 24 hours after completion and describe the concern. When appropriate and reasonably available, Lulu may arrange a limited re-clean of the affected area. A re-clean request does not guarantee that every concern can be corrected or that the original provider will return.
Complimentary re-cleaning is generally unavailable when access is denied, the concern involves excluded work, the property changed after service, or the issue was not reasonably visible during the original appointment. This section does not limit rights that cannot legally be limited.
10. Damage, loss, and claim procedure
Report any suspected property damage, loss, injury, or other service-related incident to Lulu as soon as reasonably possible after discovery.
When reasonably available, your report should include a description of what occurred, photographs or video, proof of ownership or value where relevant, and any other information reasonably necessary to evaluate the matter.
Please preserve the affected property and avoid repairs, disposal, or alteration until the matter has been reasonably documented, unless immediate action is reasonably necessary to prevent additional damage, injury, or loss.
Lulu may obtain information from the customer and independent provider, review booking and communication records, request documentation, and refer the matter to the provider or an applicable insurer.
Lulu’s investigation, communication, facilitation, settlement discussion, refund, credit, or other assistance concerning a claim does not constitute an admission of fault or liability by Lulu or Mustafa Fortune LLC.
Nothing in this section eliminates any responsibility that an independent service provider may have for the provider’s own acts, omissions, negligence, misconduct, or other legally actionable conduct.
11. Refunds and payment disputes
Refund or credit requests are reviewed based on the confirmed scope, available evidence, work performed, and any opportunity to address the concern. Lulu may offer a re-clean, partial credit, full refund, or another reasonable resolution when appropriate. Except where required by law, dissatisfaction with work outside the confirmed scope does not automatically qualify for a refund.
If you believe a charge is incorrect, contact Lulu promptly so we can investigate. Nothing in these Terms prevents you from exercising lawful rights with your card issuer or payment provider.
12. Provider responsibility
Independent service providers are responsible for their own acts and omissions and for the manner and means by which they perform accepted services.
Each provider is independently responsible for their work methods, equipment, tools, supplies, assistants or personnel, taxes, licensing requirements where applicable, insurance obligations where applicable, legal compliance, safety practices, and performance of accepted services.
Providers may accept or reject individual service opportunities, set their own availability, provide services to other customers or businesses, and operate their own independent businesses. Lulu does not require providers to work exclusively through Lulu.
Providers may not enter into agreements, issue guarantees, authorize refunds, incur expenses, make representations, or otherwise create obligations on behalf of Lulu or Mustafa Fortune LLC unless Lulu has expressly authorized them in writing.
Lulu may communicate the customer’s requested scope, property information, scheduling information, access instructions, safety concerns, and marketplace standards. Such communications are intended to communicate the requested result and facilitate the booking and do not give Lulu control over the provider’s independent method or manner of performing the physical service.
Lulu may stop offering service opportunities to a provider or discontinue its relationship with a provider at any time, subject to any separate written agreement between Lulu and that provider.
13. Disclaimers
To the fullest extent permitted by law, the website, booking coordination, and provider availability are offered on an “as available” basis. Lulu does not guarantee uninterrupted website access, the availability of a particular provider or appointment time, or results beyond the expressly confirmed service scope.
No oral statement or website description creates a warranty unless it is included in the confirmed booking or required by law. Nothing in these Terms excludes warranties, remedies, or consumer rights that cannot lawfully be excluded.
14. Limitation of liability
To the fullest extent permitted by applicable law, Lulu Home Services and Mustafa Fortune LLC will not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages arising from or relating to the website, booking process, marketplace coordination, or services, including loss of use, lost income, lost profits, lost opportunity, or similar consequential losses.
To the fullest extent permitted by applicable law, Lulu’s aggregate contractual liability arising from or relating to a particular booking will not exceed the total amount actually paid by the customer to Lulu for that booking.
The limitations in this section apply only to the extent permitted by law and do not limit liability that applicable law does not permit the parties to exclude or limit.
Nothing in this section eliminates or limits any independent service provider’s responsibility for the provider’s own acts, omissions, negligence, misconduct, property damage, personal injury, theft, fraud, or other conduct for which the provider may be legally responsible.
Lulu’s assistance in communicating with a provider, investigating a complaint, processing a refund or credit, or attempting to facilitate resolution of a dispute does not create liability that would not otherwise exist.
15. Safety and prohibited conduct
You may not threaten, harass, discriminate against, exploit, or engage in unlawful conduct toward a provider or Lulu representative. Lulu or a provider may immediately leave or cancel when a person, animal, property condition, substance, weapon, or requested activity presents a reasonable safety or legal concern.
16. Service communications
You agree that Lulu may contact you at the email address or telephone number you provide about requests, estimates, appointments, provider arrival, payments, support, and other transactional matters. Consent to marketing communications, if requested, will be presented separately where required.
If you separately opt in to SMS or MMS, you confirm that you are the authorized user of the mobile number provided and consent to receive recurring automated or manually sent transactional messages from Lulu Home Services concerning your service request, booking confirmations, reminders, provider arrival, changes, and service follow-up. Message frequency varies, and message and data rates may apply.
If you separately select the promotional-message option, you consent to receive recurring automated marketing SMS or MMS messages from Lulu Home Services, including special offers, seasonal promotions, and cleaning reminders. Promotional consent is optional, is recorded separately from transactional-message consent, and is not a condition of purchasing services.
Reply STOP to opt out or HELP for help. After a STOP request, Lulu may send one message confirming your opt-out, after which no further messages will be sent unless you opt in again. Consent to receive text messages is not a condition of purchasing services. Mobile carriers are not liable for delayed or undelivered messages.
Message delivery may be delayed or prevented by carrier outages, carrier filtering or blocking, device incompatibility, regulatory requirements, or other technical conditions outside Lulu’s control. Lulu may suspend or discontinue its messaging program at any time.
17. Website use and intellectual property
You may use this website only for lawful, personal purposes related to learning about or requesting services. You may not interfere with the website, attempt unauthorized access, submit false or harmful information, impersonate another person, or use automated means to misuse the site.
The website’s branding, text, design, graphics, and other content are owned by or licensed to Mustafa Fortune LLC and are protected by applicable intellectual-property laws. You may not copy or use them commercially without written permission.
18. Illinois law, arbitration, and class-action waiver
These Terms are governed by the laws of the State of Illinois, without regard to conflict-of-law rules. The Federal Arbitration Act governs the interpretation and enforcement of this arbitration agreement.
Informal resolution first
Before beginning arbitration, the person asserting a dispute must send the other party a written notice describing the claimant’s name and contact information, the relevant booking, the facts and legal basis of the dispute, and the requested relief. Notices to Lulu must be emailed to hello@luluhomeservices.com with “Dispute Notice” in the subject line. The parties will make a good-faith effort to resolve the dispute for 30 days after receipt of a complete notice before either party begins arbitration.
Individual arbitration
If the dispute is not resolved informally, either party may start binding arbitration administered by the American Arbitration Association (“AAA”) under its applicable Consumer Arbitration Rules, as modified by this section. Information about AAA and its rules is available at adr.org. Unless the parties agree otherwise, the arbitration may be conducted remotely, by documents, or in the county where the customer resides. The arbitrator may award the same individual remedies available in court and will issue a reasoned written decision.
Lulu will pay arbitration filing, administration, and arbitrator fees to the extent required by the AAA Consumer Arbitration Rules or applicable law. Each party will otherwise bear its own attorneys’ fees and costs unless the arbitrator awards them under applicable law. Nothing in this section prevents either party from bringing an eligible individual claim in small-claims court.
Class-action and jury-trial waiver
To the fullest extent permitted by law, you and Lulu agree that each may bring claims against the other only in an individual capacity and not as a plaintiff, claimant, or class member in any purported class, collective, consolidated, coordinated, mass, or representative proceeding. The arbitrator may not combine claims of more than one person or preside over any class, collective, consolidated, coordinated, mass, or representative proceeding. You and Lulu also waive any right to a jury trial for disputes covered by this arbitration agreement.
Thirty-day right to opt out
You may opt out of this arbitration agreement by emailing hello@luluhomeservices.com within 30 days after you first accept these Terms. Your email must use the subject “Arbitration Opt-Out” and include your full name, email address, telephone number, and an unambiguous statement that you wish to opt out. Opting out will not affect any other part of these Terms or your ability to use Lulu’s services.
Enforcement and severability
A court, rather than an arbitrator, will decide disputes about the validity or enforceability of the class-action waiver or whether the opt-out requirements were satisfied. If the class-action waiver is found unenforceable for a particular claim or request for relief, that claim or request will proceed in a court of lawful jurisdiction and venue and will be stayed while any arbitrable matters are completed. If any other portion of this arbitration agreement is found unenforceable, it will be severed and the remainder will continue to the fullest extent permitted by law.
19. General terms
These Terms, the confirmed booking details, and any additional terms you expressly accept form the agreement concerning the service. If a booking-specific term conflicts with these Terms, the booking-specific term controls for that booking. If any provision is found unenforceable, the remaining provisions will continue to the extent permitted by law.
Lulu’s failure to enforce a provision is not a waiver. You may not transfer your rights or obligations under these Terms without Lulu’s written consent. Lulu may update these Terms prospectively as its services or practices change; the effective date above identifies the version that applies.
Electronic records maintained by Lulu concerning bookings, payments, customer acceptance of these Terms, provider acceptance of service opportunities, and related communications may be maintained as part of Lulu’s ordinary business records, subject to applicable law.
20. Contact us
Questions, cancellations, service concerns, and claims may be sent to hello@luluhomeservices.com.
Lulu Home Services
An assumed name of Mustafa Fortune LLC
8310 Bennett Ave
Skokie, IL 60076
luluhomeservices.com