Terms & Conditions

1. Pickup & Delivery Protocol

To give quality service, first-time customers will be asked to be available at the first initial pickup to ensure proper documentation of the customer's laundry needs.

The "Porch" Rule: For contactless service, please place your laundry in a secure location (front porch, etc.) by your scheduled pickup day. Lighten the Load is not responsible for theft or weather damage. Pickup and delivery occur between 9am–11am on the scheduled date.

Missed Pickups: If our driver arrives and no laundry is available, a $10 "Dry Run" fee will be applied to cover time and fuel.

Inclement Weather: In the event of heavy rain or dust storms, we will coordinate a specific hand-off time or covered location to ensure your clean clothes stay dry.

Holidays: If a drop-off lands on a federal holiday, the drop-off date will be rescheduled by Lighten the Load, LLC.

Holding Fee: A $20 holding fee will be applied to any order not delivered on the scheduled drop-off day. This fee covers storage and rescheduling costs.

Eligible Areas: We pick up and deliver throughout Las Cruces and neighboring communities such as Mesilla, Doña Ana, and the Sonoma Ranch and Picacho Hills areas. Addresses within ZIP codes 88001, 88003, 88005, 88007, 88011, 88012, and 88046 receive no-charge pickup and drop-off. Locations outside these zones may still be schedulable with a delivery fee — contact us to confirm availability.

2. Safety & Garment Care

All laundry is weighed, emptied, and inspected when brought to the laundry area.

Pocket Check: All pockets will be emptied. Items found (money, jewelry, tech, etc.) will be placed in a sealed bag and returned with the clean laundry.

Damage Pre-Check: If any significant tears, holes, or heavy stains are noticed before washing, the customer will be notified via text/photo to confirm whether they want to proceed.

Sorting: Clothes are sorted by color (lights, darks, reds, and whites) with proper temperature requirements.

Weight: All items are weighed with a digital weight hook before washing to determine pricing.

Contaminated Items: For the health and safety of our team, we cannot process laundry contaminated with biohazards (heavy mold, human/animal waste, or bed bugs). Such bags will be returned unprocessed.

3. The "Home Environment" Guarantee

Since this is a residential operation, these standards are strictly maintained:

• Smoke-Free: The premises are 100% smoke-free.
• Pet Policy: While pets may live in the home, they are strictly prohibited from the laundry processing area. All clean laundry is kept in elevated bins to prevent dander or hair transfer. Washers and dryers are disinfected between loads to prevent transfer.
• Scent Control: Cooking or heavy cleaning with strong chemicals is suspended during active folding hours to ensure laundry remains fresh.

4. Detergents & Additives

• Standard Service: We use a high-quality detergent by default. A scent-free option is available.
• Special Requests: Customers may provide their own preferred laundry materials.
• Hang Items: Hangers will need to be provided by the customer.
• Professional Stain Remover: Stain removal is offered within reason. All garments needing stain treatment must be placed in a separate bag and must be communicated at pickup so we can determine if it is a service we can offer.

5. Machine & Folding Standards

• Dedicated Loads: Customer loads are never mixed with another customer's laundry. Each customer's laundry has its own dedicated wash and dry cycle.
• Drying: Items are dried on low heat to prevent shrinkage. High heat is used for linens.
• The Fold: All laundry is folded immediately after the dryer stops to prevent wrinkling. Socks are paired; sets like pajamas or sheets are kept together. Any unmatched socks will be sent home in a separate, labeled bag.

6. Payment & Cancellation

Pickups and drop-offs are free for both residential and commercial services.

Residential Pricing: $2 per pound.

Residential Turnaround: We provide a 72-hour turnaround for free. A 24-hour turnaround is available for a $25 up-charge.

Switcheroo Plan: Our Switcheroo plan is a flat $100 per week with two pickups/deliveries per week on set days (for example Monday and Thursday). At every visit we hand back your clean laundry from the previous pickup and take your next dirty bag at the same time — no waiting a full week between exchanges. Recurring days are locked in when you sign up and remain the same each week. Standard 72-hour care is included; 24-hour express on a single load is available for the regular $25 up-charge. To pause or cancel, please give at least 24-hour notice before your next scheduled visit.

Switcheroo Weight Limit: Each Switcheroo pickup is limited to 25 pounds maximum (about one full hamper) — the flat $100/week rate covers up to 50 lbs total per week across the two visits. Any weight over 25 lbs on a single pickup will be billed at our standard $2 per pound for the excess. Bulk comforters are billed separately (see below) and do not count toward the 25-lb pickup limit. If your household consistently exceeds the limit, we'll reach out to discuss adjusting your plan or schedule.

Bulk Items: "Bulk items" are oversized bedding pieces that don't fit cleanly into a standard wash load and need their own dedicated cycle. Today this category covers comforters, duvets, and duvet inserts only — sheets, pillowcases, blankets, and quilts are handled with your normal per-pound laundry. Each bulk item is billed as one piece at the flat rate below, regardless of weight, and is washed in its own dedicated cycle on the appropriate cycle and heat setting per the care label.

• Twin / Full comforter — $15 each. Fits a standard Twin, Twin XL, or Full/Double comforter, generally up to about 76" × 90" and 10 lbs dry.
• Queen comforter — $25 each. Fits a standard Queen comforter, generally up to about 90" × 100" and 14 lbs dry.
• King comforter — $35 each. Fits a standard King or California King comforter, generally up to about 108" × 100" and 18 lbs dry.

Order Limits: A maximum of 5 bulk items per size per pickup. Larger orders are welcome — please contact us in advance so we can schedule appropriate capacity.

Extra Fees & Surcharges (Bulk Items):

• Oversize surcharge — $10 per item. Applied to comforters that exceed the size/weight ranges listed above (for example a heavy down or microfiber-filled king that runs over 18 lbs dry, or non-standard "super king" / "grand king" pieces).
• Heavy-soil surcharge — $10 per item. Applied to comforters requiring a pre-soak or a second wash cycle to remove odors, heavy pet hair, or set-in stains.
• Pet-bedding surcharge — $10 per item. Applied to comforters used as pet bedding (additional rinse cycle and machine sanitation required between loads).
• Express turnaround on bulk items — $15 per item. Standard turnaround for bulk items is 72 hours; 24-hour turnaround is available on request.

All bulk-item surcharges are disclosed at intake and shown on your invoice before delivery. Heavily soiled, mildewed, or biohazard-contaminated comforters may be declined per our Safety & Garment Care policy. Not accepted as bulk items: pillows, mattress toppers, sleeping bags, weighted blankets over 20 lbs, electric blankets, area rugs, and any "Dry Clean Only" bedding.

Commercial Pricing:

• Boutique Hotels: $0.85 per pound.
• Airbnb / Short-Term Rentals: Flat $45 per 24-hour turnaround.
• Salons / Gyms / Spas: $1.75 per pound.

Commercial Turnaround: 24-hour turnaround.

Invoicing: Invoices are sent through Square within 24 hours of pickup, once your load has been weighed. Payment is required before delivery.

Cancellations: Please provide 24-hour notice if you need to reschedule your pickup slot. If notice is not provided, a $30 cancellation fee will apply.

Acceptable Payment: We accept Square (Visa, Mastercard, Discover, and American Express), Venmo, PayPal, and CashApp. We do not accept checks.

Late Payment: Invoices not paid within 48 hours of issuance incur a $10 late fee. Recurring service may be paused after 7 days past due, and accounts more than 30 days past due may be referred for collection. Customer is responsible for reasonable collection costs, including any third-party agency and attorneys' fees actually incurred.

Tips / Gratuity: Tips are never required and never expected, but they are deeply appreciated and passed along in full to the team member who handled your order. Tips can be added in Square at checkout or sent directly via Venmo, PayPal, or CashApp.

Chargebacks & Disputes: Please contact us at contact@lightentheloadlc.com before disputing a charge with your card issuer or payment app — most issues can be resolved quickly. Chargebacks filed without first contacting us, or chargebacks determined by the payment processor to be fraudulent, may be recovered along with any processor fees, and may result in suspension of future service.

Pricing Changes: Lighten the Load, LLC may update its rates at any time. Recurring customers (Weekly, Switcheroo, and commercial accounts) will receive at least 30 days' notice by email and/or text before a rate change takes effect. Continued use of the service after the effective date constitutes acceptance of the new rate.

Taxes: Prices listed are exclusive of applicable New Mexico Gross Receipts Tax (GRT), which will be added to your invoice at the rate in effect for the service location at the time of pickup.

7. Visitor & Traveler Service Terms

Our one-time visitor service is designed for travelers, short-stay guests, and anyone in Las Cruces temporarily who needs a quick, hassle-free laundry solution.

• Pricing: Flat rate of $49.99 for up to 20 lbs. No per-pound math or hidden fees.
• Weight Limit: 20 lbs maximum (about one large hamper). Loads exceeding 20 lbs will be subject to our standard residential rate of $2 per pound for the excess weight.
• Turnaround: 24-hour turnaround included. Laundry is picked up between 9am–11am and returned the following day during the same window.
• Same-Day Pickup Surcharge: If you schedule a pickup for the same day, a $15 surcharge will be added to the flat rate.
• Pickup Location: We can pick up from hotels, Airbnb rentals, RV parks, or any valid Las Cruces address. Please include your room number, gate code, or any special instructions in the notes field.
• Payment: Payment is required before delivery. We accept Square, Venmo, PayPal, and CashApp.
• One-Time Service: This is a single-use service. If you would like recurring pickups during your stay, please contact us to arrange a custom schedule.

8. Liability & Claims

Found Treasures Guarantee: All items found in garments or linens will be bagged and returned to the customer.

Lost Items: While we strive for 100% accuracy, claims for missing items must be made within 24 hours of delivery.

Records: All customer information and communication is kept confidential and retained by the company for up to one year after services.

Logged Info: Information about laundry weight, items found, and services provided is kept by the company for up to one year.

Termination of Services: Lighten the Load, LLC reserves the right to decline service to any person or business.

Quick Unpacking: We recommend that items not be left sitting in the clear plastic bags used to drop off laundry. Lighten the Load, LLC is not responsible for damage caused by theft or weather after drop-off.

Normal Wear and Tear: Lighten the Load, LLC is not responsible for pilling, fading, or thinning that occurs during a standard wash/dry cycle. We follow care labels. If an item has no label, we are not liable for the outcome.

Pre-existing Damage/Stains: Stained items should be placed in a separate bag and communicated before pickup. If a damaged garment is discovered during folding, it will be placed in a separate bag and noted on your invoice. Documentation of rips, holes, or stains is done during initial intake, transfer from washer to dryer, and at the folding stage.

Liability Cap: Our liability for any lost or damaged garment shall not exceed 3× the cost of the cleaning service for that specific item.

9. Understanding of Services

Lighten the Load is a home-based service and does NOT provide the following:

• Dry Clean Only: We do not accept "Dry Clean Only" garments. If found in a bag, they will be returned unwashed.
• Instant Turnaround: Our high-quality service takes 24–72 hours. We do not provide same-day service.
• Heavily Soiled Laundry: We are unable to process items heavily soiled with hazardous materials, excessive grease, or industrial chemicals.
• Items Not Accepted: We do not accept pillows, shoes, mattress toppers, sleeping bags, electric blankets, weighted blankets over 20 lbs, area rugs, or any bedding labeled "Dry Clean Only." Comforters, duvets, and duvet inserts within the size ranges listed in Section 6 (Bulk Items) are accepted at the flat per-piece rate.

10. Social Media & Content Policy

This policy governs how Lighten the Load, LLC and its representatives use social media to promote services, engage with the Las Cruces community, and share behind-the-scenes content while maintaining strict client confidentiality.

Client Privacy & Anonymity: The privacy of our clients is our highest priority. Content will never show a client's name, address, house number, or vehicle license plate. Photos or videos of unprocessed laundry are strictly prohibited unless the items are generic (e.g., a pile of towels) and contain no identifiable personal items, school uniforms with logos, or sensitive garments.

Hamper Privacy: When filming "Porch Pickups" or "Porch Drop-offs," the camera will be angled to show only the laundry bag/bin. Identifiable features of the client's home (front doors, unique decorations) will be blurred or avoided.

Content Standards: Social media content should primarily focus on the results of our service—neatly stacked, folded, and packaged clean laundry. All posts, comments, and direct messages must reflect a helpful, "neighborly" tone consistent with the Las Cruces community spirit. If a "found treasure" is interesting enough to post, it must be photographed against a neutral background with no mention of which client it belonged to.

Client Consent & Tagging: We will not tag a client in a post or share a photo of their specific "Finished Load" without explicit verbal or written consent.

Reviews & Testimonials: We only share screenshots of reviews posted publicly on Google, Facebook, or Nextdoor. Private texts or emails will have the client's name blurred unless permission is granted.

Crisis Management & Negative Feedback: No public arguments. Negative comments or complaints on public threads will be handled with a "Take it to DM" approach.

Delete Policy: Comments containing profanity, hate speech, or spam will be deleted and the user blocked to maintain a safe community space.

We aim to support other local businesses and use social media to highlight local realtors, salons, and community events to build a network of mutual support.

11. The 24-Hour Re-Service Window

At Lighten the Load, we value transparency. Our refund policy is built around a 24-hour eligibility window to ensure fairness for both our clients and our service providers.

Service Satisfaction: If you are unsatisfied with our service, let us know within 24 hours of completion. Because we provide a service that involves labor and time, we offer a re-service rather than a cash refund. Email contact@lightentheloadlc.com with your order # and include the original digital invoice. We will transfer communication to email so there is proper documentation.

Note: We reserve the right to deny re-service requests that appear fraudulent or violate our Terms of Service. We're here to lighten your load, but let's keep it fair for everyone!

12. SMS & Text Message Consent

By providing your phone number when scheduling a pickup or creating an account, you consent to receive transactional and service-related text messages from Lighten the Load, LLC at the number provided, including pickup confirmations, driver ETA updates, invoices, delivery notifications, and service-related questions. Messages may be sent using an automated dialing system.

Message Frequency: Frequency varies based on your scheduled pickups. Message and data rates may apply per your wireless carrier's plan.

Opting Out: Reply STOP to any text to unsubscribe from non-essential messages. Reply HELP for help, or contact us at (575) 639-6331. Note that opting out of service-related texts may delay invoicing or delivery coordination — we may need to switch you to email or phone for those communications.

Marketing Texts: We do not send promotional or marketing text messages without separate, explicit opt-in. We never sell or share your phone number with third parties for marketing purposes.

13. Privacy & Data

We collect only the information needed to provide laundry service: name, phone, email, pickup address, scheduling preferences, and notes you provide. Payment information is processed by our payment providers (Square, Venmo, PayPal, CashApp) and is not stored by Lighten the Load, LLC. Account and order data is stored securely with our hosting and database providers (Supabase, Resend for email delivery) under their respective security and privacy practices.

How We Use Your Data: To schedule pickups, process payments, send service communications, maintain records for the period described in Section 8 (Liability & Claims), and improve our service. We do not sell your personal information.

Square Invoicing Data: When we send you an invoice through Square, your name, phone number, and/or email are shared with Square so they can deliver the invoice and process payment. Card details are entered directly into Square's secure checkout — Lighten the Load, LLC never sees, handles, or stores full card numbers, CVVs, or bank credentials. Square retains transaction records (amount, date, last 4 of card, payment status) under Square's Privacy Notice, which governs their use of that data as an independent payment processor.

Customer Contact Info: Your phone and email are used only to (1) confirm and coordinate pickups and deliveries, (2) send ETA, weight, and delivery updates, (3) deliver invoices and payment receipts, (4) respond to questions or claims, and (5) send occasional service announcements (e.g. holiday hours, weather closures, route changes). We do not sell, rent, or trade your contact information, and we do not share it with third parties except the service providers strictly needed to run the business (Square for invoicing, Resend for email delivery, Supabase for data hosting, and our SMS provider for text notifications). Promotional messages — when sent — always include an opt-out and are never a condition of service.

Email Communications: Service emails (confirmations, invoices, follow-ups) are sent as part of your order. Any promotional or newsletter emails will include an unsubscribe link in compliance with the CAN-SPAM Act; you may opt out at any time without affecting service emails.

Your Rights: You may request a copy of the personal information we hold about you, or request deletion of your account and associated records (subject to records we are legally or operationally required to retain) by emailing contact@lightentheloadlc.com.

14. Customer Eligibility & Obligations

• Age: You must be at least 18 years old to schedule a pickup or enter into these Terms.
• Accurate Information: You are responsible for providing and keeping current accurate contact information, pickup address, gate codes, building access instructions, and any allergy or sensitivity disclosures.
• Authorized Pickup Location: By providing a pickup address and porch/drop-off instructions, you authorize Lighten the Load, LLC to access that location at the scheduled window. You are responsible for compliance with any HOA, landlord, building, or property-management rules at the pickup address; we are not responsible for any violations or fines arising from those rules.
• Allergy & Sensitivity Disclaimer: While we offer a Free & Clear (fragrance- and dye-free) detergent option and disinfect machines between loads, our shared residential laundry environment is not certified allergen-free. We cannot guarantee zero cross-contact with fragrances, pet dander, or other allergens. Customers with severe allergies should disclose this in writing at booking and weigh the risks before using our service.
• Right to Refuse or Re-Bag: We reserve the right to refuse, set aside, or re-bag any items that violate these Terms or that require special handling not selected at booking, and to return such items unprocessed.

15. Switcheroo Missed-Swap & Bulk Item Reservation

Missed Switcheroo Visit: If we arrive at a scheduled Switcheroo visit and no laundry is available for pickup, the visit counts toward your flat weekly rate (the $100/week covers two reserved visits, used or not). A $10 Dry Run fee applies per Section 1. Repeated missed visits (more than two in a calendar month) may result in your plan being paused until we re-confirm scheduling.

Switcheroo Pause & Cancellation: You may pause or cancel Switcheroo with at least 24-hour notice before your next scheduled visit. Without notice, the standard $30 cancellation fee in Section 6 applies.

Bulk Item Reservation: Bulk comforters reserve dedicated machine capacity. Bulk items cancelled with less than 24-hour notice, or no-shows on the pickup day, are charged at 50% of the flat per-piece rate for each reserved item to cover reserved capacity and rescheduling.

16. Insurance, Drivers & Subcontractors

Insurance: Lighten the Load, LLC carries general liability insurance appropriate for a small residential laundry service. Our total liability for any lost or damaged item remains capped per Section 8 (Liability & Claims).

Drivers & Subcontractors: Pickups and deliveries may be performed by an employee or by a contracted driver. All drivers operating on our behalf have agreed in writing to the same confidentiality, privacy, and conduct standards described in these Terms.

17. Force Majeure

Lighten the Load, LLC is not liable for any delay or failure to perform caused by events beyond our reasonable control, including but not limited to severe weather, dust storms, flooding, wildfire, illness, public-health emergencies, utility outages (water, power, gas, internet), equipment failure, vehicle breakdown, road closures, supply-chain disruption, or acts of government. In such cases we will contact you to reschedule at the earliest available window; no Dry Run, cancellation, or holding fees will apply to the affected visit.

18. Governing Law & Dispute Resolution

These Terms are governed by the laws of the State of New Mexico, without regard to its conflict-of-laws principles.

Informal Resolution First: Before filing any formal action, you agree to contact us at contact@lightentheloadlc.com and give us at least 30 days to resolve the dispute in good faith.

Binding Arbitration: If informal resolution fails, any dispute, claim, or controversy arising out of or relating to these Terms or our services will be resolved by binding individual arbitration administered by a recognized arbitration provider under its applicable consumer rules, with the arbitration seated in Doña Ana County, New Mexico. Each party will bear its own attorneys' fees except as otherwise required by law.

Class Action Waiver: Disputes must be brought in an individual capacity only, and not as a plaintiff or class member in any purported class, collective, or representative proceeding.

Small Claims & Court Venue: Notwithstanding the above, either party may bring a qualifying claim in small claims court. Any claim not subject to arbitration shall be brought exclusively in the state or federal courts located in Doña Ana County, New Mexico, and you consent to the personal jurisdiction of those courts.

19. General Provisions

Entire Agreement: These Terms, together with any order-specific confirmation we send you, constitute the entire agreement between you and Lighten the Load, LLC regarding our services and supersede any prior oral or written agreements on the same subject.

Severability: If any provision of these Terms is held to be invalid or unenforceable, that provision will be enforced to the maximum extent permissible and the remaining provisions will remain in full force and effect.

No Waiver: Our failure to enforce any right or provision of these Terms is not a waiver of that right or provision.

Assignment: You may not assign or transfer your account or these Terms without our prior written consent. Lighten the Load, LLC may assign these Terms in connection with a sale, merger, reorganization, or transfer of substantially all of its assets, on notice to you.

Headings: Section headings are for convenience only and do not affect interpretation.

20. Add-on Services (House Sitting, Pet Help, Errand Running & Waiting)

In addition to our wash, dry & fold laundry service, Lighten the Load, LLC offers three optional add-on services in Las Cruces: House Sitting, Pet Help, and Errand Running & Waiting. These add-on services are booked separately from laundry pickups and are governed by the general Terms above (payment, cancellation, liability, privacy, SMS consent, insurance, force majeure, governing law, etc.) in addition to the service-specific terms in this section.

20.1 House Sitting

House sitting keeps your home looking lived-in while you're away. Visits may include a security walk-through, mail & package collection, plant watering, lights & blinds rotation, key handling & lock-up, and a flexible visit schedule based on your instructions.

Service Area: House sitting is available inside Las Cruces only.

Pricing (per week):

• Once a week — $50/week. One home check-in per week (security walk-through, mail & package collection, plant watering, lights & blinds check).
• Twice a week — $80/week. Two home check-ins per week, split for a lived-in look, with photo/text updates on request.
• 3+ times a week — $180/week. Three or more check-ins per week, including daily or multi-daily visits, priority scheduling, and a custom home-care checklist.

Booking & Schedule: You request start and end dates and a preferred visit frequency at booking. We confirm your schedule, gather entry instructions (keys, alarm codes, gate codes, neighbor contacts), and follow your written checklist on every visit.

Key & Entry Handling: Keys, codes, and entry instructions are treated as confidential and used only to perform the requested visits. You are responsible for providing accurate access information and for compliance with any HOA, landlord, or building rules at the property (see Section 14).

Cancellation: Please provide at least 24-hour notice to cancel or reschedule a house-sitting visit. Without notice, the standard $30 cancellation fee in Section 6 applies. If we arrive for a scheduled visit and cannot access the home (wrong code, lock change, blocked entry), a $10 Dry Run feeapplies per Section 1.

Scope & Limits: House sitting does not include overnight stays, cleaning services, repairs, contractor supervision, or hands-on pet care beyond what is covered under Pet Help (Section 20.2). We are not responsible for pre-existing home issues (leaks, appliance failure, HVAC issues, pest activity) but will notify you promptly if we observe a concern during a visit.

20.2 Pet Help

Pet help provides scheduled drop-in visits for feeding, potty breaks, litter checks, brief walks, medication assistance, and basic companionship for your pet(s) at your home.

Service Area: Pet help is available inside Las Cruces only.

Pricing (per visit):

• 30-minute visit — $25. Feeding & fresh water, potty break or litter check, basic play & attention, photo/text update on request.
• 1-hour visit — $45. Everything in the 30-minute visit, plus a leashed walk or extended play, medication assistance if needed, and more time for care.
• Additional Pets: Add $10 per visit for each additional animal after the first.

Pet Information You Must Provide: Pet type(s), number of pets, size, feeding instructions, medication needs and dosing schedule, allergies, temperament (including any history of biting, scratching, aggression, or fear), leash behavior, and your veterinarian's name and phone number for emergencies.

Medication Assistance: We can administer oral or topical medications as directed in writing by you. We do not administer injections or perform any veterinary procedure. Please leave medications clearly labeled with dosing instructions.

Veterinary Emergencies: If your pet appears sick or injured during a visit, we will attempt to reach you first and then your listed veterinarian. If neither can be reached and the pet needs urgent care, we may transport the pet to the nearest available veterinary clinic. You are responsible for all veterinary costs.

Pet Behavior & Safety: You represent that any pet we care for is current on vaccinations and has no known history of unprovoked aggression that has not been disclosed in writing at booking. We reserve the right to end a visit early or refuse continued service if a pet presents a safety risk to our team; the visit will still be billed.

Cancellation: Please provide at least 24-hour notice to cancel or reschedule a pet-help visit. Without notice, the standard $30 cancellation fee in Section 6 applies. If we arrive and cannot access the home or pet, a $10 Dry Run fee applies per Section 1.

20.3 Errand Running & Waiting

We can run errands on your behalf (grocery or store runs, prescription or dry-cleaning pickup, package drop-offs) and wait at your home or a location for deliveries, service technicians, or repairs.

Service Area: Errand running and waiting are limited to Las Cruces. Locations outside Las Cruces may be accepted with a $20 travel fee.

Pricing:

• Per errand — $25. One clear task at one flat rate (single grocery/store run, prescription or dry-cleaning pickup, or package drop-off).
• Half-day waiting — $59.99. Up to 5 hours of on-site waiting for a delivery, repair tech, or contractor, with text updates while we wait.
• Per hour — $24.99. Billed by the hour for extended help beyond 5 hours or for multi-stop errand lists.

Purchases & Reimbursables: You are responsible for the actual cost of anything we purchase on your behalf (groceries, prescriptions, dry-cleaning fees, etc.). We will provide receipts, and reimbursables are billed on your invoice in addition to the service rate above. We may ask for pre-authorization or a spending cap before shopping.

Prescriptions & Restricted Items: Prescription pickups require your written authorization at the pharmacy (photo ID / pharmacy consent). We do not purchase or transport firearms, ammunition, illegal substances, or hazardous materials. Alcohol and tobacco pickups are handled only with valid ID at your listed pickup address.

Waiting Windows: Waiting time starts at the scheduled arrival time. If the delivery/tech is late beyond the booked window, any additional time is billed at the $24.99 per hour rate (prorated in 30-minute increments).

Home Access for Waiting: If you need us to wait inside your home, the key/entry and confidentiality terms in Section 20.1 (House Sitting) apply. We are not responsible for the work performed by the delivery service, repair tech, or contractor.

Cancellation: Please provide at least 24-hour notice to cancel or reschedule an errand or waiting appointment. Without notice, the standard $30 cancellation fee in Section 6 applies. Any non-refundable costs already incurred on your behalf (e.g. prepaid items) are also billed to you.

20.4 General Add-on Service Terms

• Invoicing & Payment: Add-on services are invoiced through Square per Section 6. Payment is required before or upon completion of the booked service.
• Taxes: All add-on service rates are exclusive of applicable New Mexico Gross Receipts Tax (GRT), which is added to your invoice.
• Liability Cap: Our total liability arising from any add-on service is capped at 3× the fee paid for that specific service visit, consistent with Section 8.
• Privacy & Confidentiality: Home details, keys, alarm codes, pet information, and any information observed while providing add-on services are treated as confidential and covered by Sections 10 (Social Media) and 13 (Privacy & Data).
• Right to Refuse: We reserve the right to decline or end any add-on service that presents a safety risk, requires unlicensed work, or falls outside the scope described above.

21. Changes to These Policies

Lighten the Load reserves the right to update these Terms & Conditions at any time. We will notify you of any changes by posting the new terms on our website. Your continued use of our services after changes are posted constitutes acceptance of the updated terms.

22. Contact Us

Questions about these terms? Reach out at contact@lightentheloadlc.com or call (575) 639-6331. You can also schedule a pickup anytime.