Biological Odor Removal Policy

1. Purpose and scope

This policy governs all biological odor removal services performed by Master Mobile Detail ("the Company") on any car, truck, SUV, van, RV, motorhome, or trailer. It sets out the rights and responsibilities of both the Company and the customer, the health and safety protocols, the limits of the service, and clear expectations on pricing, results, liability, and consent. Every customer reviews and accepts this policy before service is performed.

2. What qualifies as a biological odor

For this policy, "biological odor" includes, but is not limited to, odors from:

• Human biological matter: blood, urine, feces, vomit, decomposition, bodily fluids
• Animal biological matter: pet urine, feces, decomposition, dander buildup
• Smoke contamination: cigarette, cigar, marijuana, smoke or fire damage
• Mold and moisture: water intrusion, flooding, prolonged moisture
• Chemical and fuel odors: gasoline, oil, solvents soaked into upholstery
• Food decomposition and decaying organic matter
• Death or trauma scenes
• Black and gray water: RV holding tank leaks, sewer gas

Note: these jobs are evaluated individually. Severity, source, vehicle size, and how long the contamination has been present all affect scope and price. Standard detailing packages do NOT include biohazard treatment.

3. Customer requirements before service

Honest disclosure. The customer must accurately disclose the nature, source, approximate date, and any known health risks of the contamination before scheduling. Failing to disclose known hazards (infectious disease, fentanyl or drug residue, bloodborne pathogens) may result in immediate cancellation with no refund and may expose the customer to liability for harm to Company staff or equipment.

Vehicle access. The vehicle must be accessible, unlocked, and available for the full service. Remove all personal items and valuables first. For RVs, holding tanks must be emptied and gray/black water systems sealed. No pets in or around the vehicle during treatment.

Service location. The customer provides a safe, accessible, legally permitted location. RV service needs sufficient clearance (minimum 14 feet of height, open sides). The Company may refuse service if the location poses safety risks.

Prior treatments. The customer must disclose any previous attempts to treat or mask the odor (sprays, foggers, ozone machines, professional treatments). Prior masking agents can interfere with the treatment and affect the results.

4. Assessment and pricing

These jobs require an on-site inspection before a final quote is confirmed. Any price given by phone or online is only an estimate. Final pricing is set after a visual and smell assessment by a qualified technician.

Pricing depends on vehicle type and size, severity and source, how long the contamination has been present, the number of treatment passes, whether biological matter must be physically removed first, the level of protective equipment required, and travel distance from Phoenix.

Additional charges may apply for undisclosed sources found during service, structural disassembly to reach embedded odor, extended ozone or hydroxyl treatment, disposal of biohazard material, or return visits caused by factors outside the Company control. The customer is notified of any material price change before extra work proceeds, and work pauses until verbal approval is given.

5. Health and safety

Technicians wear protective equipment appropriate to the assessed contamination, which may include nitrile gloves, N95/P100 or full-face respirators, disposable coveralls, eye protection, and shoe covers.

The Company may refuse or immediately stop service if the contamination is beyond safe handling (active infectious disease, fentanyl or methamphetamine residue), technician safety cannot be reasonably guaranteed, the customer provided false or incomplete information, or the location presents an imminent hazard. A service call fee may still apply for labor and materials used up to that point.

Ozone, hydroxyl, and enzymatic treatments require the vehicle to be unoccupied and sealed during treatment. Vehicles treated with ozone must stay unoccupied during treatment and for at least 30 to 60 minutes after. Children, pregnant people, and anyone with respiratory conditions must not re-enter until the technician authorizes it.

If physical removal of biological material is required (contaminated upholstery, carpet, padding), the customer is responsible for proper disposal under local regulations unless a disposal service is explicitly added. The Company will bag and prepare removed material but does not transport biological waste by default.

6. Results, limitations, and guarantee

Although the Company uses professional-grade equipment and industry-leading techniques, complete and permanent odor removal cannot be guaranteed in every case. Contamination embedded in structural components, prior masking treatments, mold beneath inaccessible surfaces, or customer behavior after service can all affect long-term results.

If an odor returns or persists within 7 days, notify the Company immediately. The Company will, at its discretion, perform a free inspection and may offer a second treatment pass at a reduced price if the recurrence is attributable to factors within its control. Re-treatment is not free if the vehicle is re-exposed to the source, the customer did not follow post-treatment instructions, undisclosed sources are discovered, or the vehicle suffers new damage or contamination after service.

Some odors are embedded in materials (foam, structural wood, insulation) that cannot be reached without significant disassembly. The Company discloses this during assessment. Customers who decline structural-access work accept that results may be partial.

7. Payment

Full payment is due upon completion unless otherwise arranged. These jobs require a non-refundable deposit of 25 to 50 percent at booking, applied to the final invoice. Accepted methods: cash, credit/debit card, and Zelle. Returned payments or chargebacks for completed services are recovered, including any associated fees.

The Company can provide an itemized invoice for insurance purposes but does not guarantee insurance reimbursement and does not accept deferred payment pending a claim unless a written agreement is signed in advance.

8. Cancellation and rescheduling

48+ hours notice: full deposit refund or free reschedule. 24 to 48 hours: 50 percent of deposit retained, free reschedule once. Less than 24 hours or no-show: full deposit forfeited, a rebooking fee may apply.

9. Liability and indemnification

The Company is not responsible for pre-existing damage, stains, wear, or deterioration. A condition report is recorded at assessment and reviewed by the customer. The Company maximum liability for any claim is limited to the amount paid for the specific service, and it is not liable for indirect, consequential, or incidental damages.

The customer agrees to indemnify and hold harmless the Company, its owners, technicians, and agents from any claim, damage, cost, or expense (including legal fees) arising from undisclosed hazards, the customer failure to follow post-treatment instructions, or third-party claims related to the biological condition of the vehicle. If the vehicle is not the customer own, the customer represents they have authority to authorize service and accept these terms on the owner behalf.

10. Privacy, compliance, and disputes

The Company may photograph the vehicle before, during, and after service for quality assurance and liability protection. Photos are not shared publicly without the customer written consent. Customer information is used only for service and is not sold. Records are kept for at least 2 years.

The Company is a professional detailing service. It does NOT provide crime-scene cleanup certification and is NOT a licensed biohazard remediation contractor for regulatory or insurance purposes. For vehicles requiring state-certified biohazard remediation, the customer must hire a licensed remediation company. Disputes are first addressed with Company management, then mediation, governed by Arizona law, venue Maricopa County.