Terms of Service

Who we are

These terms govern your use of this website and the cleaning services of Qtana Cleaning, operated by Qtana Cleaning (RFC MIAN810726E21), based in Playa del Carmen, Quintana Roo, Mexico. By using the site, booking or receiving a service, you agree to these terms.

Bookings and services

Bookings are made online, by phone or by message. We confirm the date, time and price before the service. Each service covers the scope described when you book; extra work is quoted separately.

You agree to give us safe access to the property and accurate information about it. We may reschedule if access is not possible or if conditions put our team at risk.

Prices and payment

Prices are shown when you book and include applicable taxes unless stated otherwise. Card payments are processed by a secure payment provider; we do not store your full card details.

Changes and cancellations

You can change or cancel a booking from your customer portal or by contacting us. Late-cancellation or no-access fees may apply, as shown in the policy when you book.

Satisfaction guarantee

If something was missed, tell us within 24 hours of the service and we will come back to fix it at no cost, under the policy in effect.

Liability

We work with reasonable care. Report any damage within 24 hours of the service. Our liability is limited to the amount paid for the service concerned, except where the law provides otherwise. We are not responsible for undeclared valuables or pre-existing wear.

Use of the site

Do not use the site for unlawful purposes or try to interfere with how it works. Site content belongs to its owner and may not be copied without permission.

Text messages: Messaging program

Qtana Cleaning sends transactional text messages (SMS) to customers who opted in when booking, when joining a waitlist, or from their customer portal: booking confirmations and changes, visit reminders, "on the way" alerts, service summaries, open-spot alerts and payment reminders.

We do not send marketing text messages under this program.

Text messages: Frequency and cost

Message frequency varies with your bookings (typically 1 to 10 messages per visit).

Message and data rates may apply.

Text messages: Help and opt-out

Reply STOP at any time to stop receiving messages. You will receive one final confirmation message.

Reply HELP for help.

You can also reach us at +52 998 353 4193 or support@qtana.services.

To resubscribe, reply START.

Text messages: Consent

Signing up for text messages is optional and is not a condition of purchase. You can book without agreeing to text messages.

Text messages: Carriers

Carriers are not liable for any delayed or undelivered messages.

Text messages: Privacy

See our Privacy Policy for how we use your information. We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes.

Changes to these terms

We may update these terms. The date of the last update is shown above; changes apply from the time they are published.

Governing law and contact

These terms are governed by the laws of Mexico. Questions? Contact us at +52 998 353 4193 or support@qtana.services.