Booking & Service Terms

Effective Date: 3/28/26
Last Updated: 3/28/26

1. Agreement to These Terms

These Booking & Service Terms apply to all services provided by MistMD Odor Removal, LLC (“MistMD”).

By requesting an estimate, booking an appointment, paying for service, or allowing MistMD to perform service at your property, you agree to these Booking & Service Terms.

These terms apply to one-time services, follow-up services, and recurring services unless MistMD provides a separate written agreement for a specific job.

MistMD does not require a long-term contract for one-time service. However, each service you book is still subject to these Booking & Service Terms.

If you are booking service for a home, business, rental property, or other location, you confirm that you are the owner, occupant, authorized agent, or otherwise have permission to approve service at that property.

If you do not agree to these Booking & Service Terms, do not book or receive service from MistMD.

MistMD may update these Booking & Service Terms from time to time, but the version in effect at the time of booking or service will apply unless otherwise stated in writing.

2. Services and Treatment Types

MistMD provides dry-mist odor removal and related treatment services for residential and commercial spaces, subject to availability, service area coverage, property condition, and the treatment selected at booking.

MistMD’s treatment options may include Standard Treatment, Full Reset Treatment, and Maintenance Treatment. Service descriptions, pricing, and availability may change from time to time.

Standard Treatment and Full Reset Treatment are generally the best starting point for most first-time customers, depending on the condition of the property and the nature of the odor issue.

Maintenance Treatment is generally recommended for returning customers who have already received an initial MistMD treatment. However, availability of Maintenance Treatment on the booking page does not guarantee that it is the best fit for every property or customer situation.

Booking a treatment type does not guarantee that the selected service is the best fit for the actual condition of the property. If needed, MistMD may recommend a different treatment, adjusted scope, or updated price before service is performed.

Service needs may vary based on factors including square footage, odor severity, source conditions, treatment history, occupancy, access limitations, airflow, and other job-specific conditions.

MistMD reserves the right to decline, limit, or adjust service if the booked treatment is not appropriate for the property, the conditions onsite differ materially from what was presented at booking, or the requested service falls outside MistMD’s normal service scope.

3. Booking, Payment, and Scheduling

Full payment is required at the time of booking to reserve a service appointment.

MistMD currently offers service Monday through Friday. Available 1-hour arrival windows currently begin at 9:00 AM, 10:30 AM, 1:00 PM, and 3:00 PM. Appointment availability may change from time to time.

Appointments are generally available beginning 2 business days from the current date, based on scheduling availability.

Pricing selected at booking is based on the square footage chosen by the customer. MistMD may confirm square footage onsite. If the actual square footage is greater or less than the purchased service size, MistMD may adjust the price accordingly and collect any additional amount due or issue a refund, as applicable before services are rendered.

MistMD does not require a long-term contract for one-time service. However, each service booked remains subject to these Booking & Service Terms.

4. Cancellations, Rescheduling, and Appointment Changes

Appointments may be rescheduled or canceled up to 2 hours before the scheduled service time using the link in the confirmation email.

If less than 2 hours remain before the scheduled service time, the customer must email support@mistmd.com for assistance.

MistMD encourages rescheduling whenever possible instead of canceling.

Cancellations made within 2 hours of the scheduled service time are subject to a $49 late cancellation fee.

MistMD may reschedule or cancel an appointment with written email notice when needed due to weather, safety concerns, access issues, operational limitations, or other circumstances that affect MistMD’s ability to perform the service.

Any refund owed under these Booking & Service Terms will be returned to the original payment method unless MistMD states otherwise in writing.

5. Property Access and Customer Responsibilities

The customer is responsible for making sure MistMD can safely access the property and all treatment areas at the scheduled appointment time.

The customer is responsible for providing accurate booking information, including location type, location address, approximate square footage, treatment history if relevant, and any known conditions that may affect service.

The customer must disclose any known issues that could affect treatment, including unusual odor sources, sensitive materials, specialty finishes, electronics concerns, pets, aquariums, plants, alarm systems, HVAC issues, prior chemical treatments, or other site-specific concerns.

The customer is also responsible for identifying before service any delicate, reactive, high-value, or compatibility-sensitive materials or items in the treatment area that may require removal, protection, avoidance, or additional instructions before MistMD proceeds.

MistMD may rely on the information provided by the customer when preparing for service. If material information is missing, inaccurate, or changes before service begins, MistMD may adjust the treatment, scope, timing, or price.

If MistMD arrives and cannot reasonably access the property or treatment area, the appointment may be treated as a cancellation or no-access appointment under these Booking & Service Terms.

6. Occupancy, Preparation, and Re-Entry

Some treatments require the space to remain unoccupied during service and for a stated period afterward.

MistMD may place a physical notice, barrier, streamer, or similar marker at or near a treated area to indicate that re-entry is restricted until the stated time.

The customer is responsible for ensuring that occupants, pets, and any other required parties remain out of the treated area during treatment and until the re-entry time stated by MistMD has passed, whether that time is communicated verbally, in writing, by email, or by a posted notice, barrier, streamer, or similar marker at the treated area.

Unless MistMD provides different instructions for the specific service, treated areas must remain unoccupied for at least 15 minutes after treatment.

The customer agrees to follow all MistMD preparation, vacancy, and re-entry instructions provided before, during, or after service.

MistMD is not responsible for issues caused by a customer’s failure to follow preparation, vacancy, or re-entry instructions, including entry into a treated area before the stated re-entry time.

7. Treatment Results and Service Limitations

MistMD’s treatments are designed to neutralize odors at the source and provide a hygiene-focused space reset, but treatment results can vary based on room layout, airflow, surfaces, source conditions, contamination history, treatment setup, and whether the underlying source has been removed or corrected.

MistMD does not guarantee complete odor removal in every case, and recurring, hidden, or unresolved odor sources may require additional treatment, source removal, cleaning, repair, remediation, or other corrective action outside MistMD’s service scope.

MistMD does not guarantee prevention of illness, infection, or disease transmission, and MistMD’s services are not a substitute for medical care, remediation, restoration, or specialized environmental services unless expressly stated in writing.

If MistMD determines, in its sole reasonable judgment, that a follow-up service is appropriate after the initial treatment, MistMD may offer one additional re-service at no additional charge. Any such re-service is limited to one follow-up visit for the original service location and issue.

If the odor concern continues after that follow-up service, or if MistMD determines that the odor is being caused or prolonged by an underlying, recurring, or uncorrected condition outside MistMD’s service scope, MistMD will have no further obligation to provide additional free service, refund, or other corrective action.

MistMD reserves the right to decline future service at any location where the underlying odor source has not been corrected, where the conditions are outside MistMD’s service scope, or where MistMD determines that additional service is unlikely to resolve the issue.

Statements on MistMD’s website, booking page, or marketing materials describe the general nature of the services offered and do not create a guarantee of any specific result for every property or treatment.

8. Treatment Methods and Product Selection

MistMD uses a dry-mist treatment solution containing hydrogen peroxide and antimicrobial silver ions as part of its services.

Customers are responsible for notifying MistMD before service of any known occupant sensitivity or allergy concerns that could affect treatment planning, service suitability, vacancy requirements, or re-entry guidance.

If such a concern is disclosed, MistMD may, in its sole reasonable judgment, postpone, modify, limit, or decline service, require additional vacancy or re-entry precautions, or provide other service instructions as a condition of proceeding.

MistMD may vary runtime, protocol intensity, coverage approach, and treatment method based on square footage, layout, odor severity, access, and other job-specific conditions.

MistMD reserves the right to adjust equipment settings, protocol intensity, coverage approach, or service method used for a job when reasonably necessary to perform the service safely or appropriately.

9. Communications and Notices

The customer agrees that MistMD may communicate booking, service, cancellation, scheduling, re-entry, follow-up, billing, and dispute-related information by email to the email address provided at booking or otherwise supplied by the customer.

The customer is responsible for providing a valid email address and for reviewing booking confirmations, appointment updates, cancellation notices, re-entry instructions, and other communications sent by MistMD.

Written notice from MistMD will be considered given when sent to the most recent email address provided by the customer, unless MistMD states otherwise.

10. Service Documentation

MistMD may document the condition of treatment areas before, during, or after service for internal records, quality control, complaint review, claim handling, or service verification.

Such documentation may include photographs or video of relevant treatment areas, property conditions, odor-source conditions, access conditions, posted notices, or related service details.

MistMD will not publicly use identifiable interior property images for marketing purposes without separate permission from the customer.

11. Payment Disputes and Chargebacks

If the customer has a concern about billing, service performance, or any charge associated with a booked service, the customer agrees to contact MistMD first and provide a reasonable opportunity to review and address the issue before initiating a credit card dispute, chargeback, or similar payment reversal request.

Nothing in this section limits any non-waivable rights the customer may have under applicable law or the rules of the customer’s payment provider.

12. Limitation of Liability

To the fullest extent permitted by law, MistMD is not liable for any indirect, incidental, special, consequential, exemplary, or punitive damages arising out of or relating to the booking or performance of service.

MistMD is not responsible for pre-existing property conditions, hidden defects, pre-existing contamination, recurring odor sources, structural issues, ventilation issues, moisture issues, or problems outside the scope of the booked service.

MistMD is not responsible for losses or conditions caused by inaccurate booking information, failure to disclose relevant site conditions, failure to follow preparation or re-entry instructions, or failure to correct an underlying source issue outside MistMD’s service scope.

To the fullest extent permitted by law, MistMD’s total liability for any claim arising out of or relating to a booked service will be limited to direct damages actually proven by the customer and will not exceed the amount paid by the customer for that specific service.

Nothing in these Booking & Service Terms is intended to waive any rights, defenses, exclusions, or limitations available to MistMD under any applicable insurance policy.

13. Claims and Notice of Issues

If the customer believes there is an issue with the service performed, the customer must notify MistMD in writing within a reasonable time after service so MistMD has an opportunity to review the concern.

Failure to provide prompt notice may limit MistMD’s ability to investigate the issue and may affect any requested resolution.

14. Governing Law, Venue, and Dispute Resolution

These Booking & Service Terms are governed by the laws of the Commonwealth of Kentucky, without regard to conflict-of-law rules.

Before filing a lawsuit, both parties agree to make a good-faith effort to resolve the dispute informally. A customer with a dispute must first notify MistMD in writing and briefly describe the issue and the requested resolution.

If a dispute is not resolved informally, either party may request non-binding mediation in Kentucky before pursuing litigation.

Any dispute arising out of or relating to these Booking & Service Terms, the booking process, or MistMD’s services that is not resolved informally or through mediation must be brought exclusively in the appropriate state or federal courts located in Kentucky, unless MistMD agrees otherwise in writing.

15. Force Majeure

MistMD will not be responsible for delay, rescheduling, cancellation, or failure to perform service when caused by events outside MistMD’s reasonable control, including severe weather, snow, ice, flooding, road closure, power outage, equipment failure not caused by MistMD’s misconduct, emergency conditions, government action, utility interruption, or other similar events.

In such situations, MistMD may reschedule, delay, limit, or cancel service as reasonably necessary.

16. Miscellaneous

If any part of these Booking & Service Terms is found unenforceable, the remaining provisions will remain in effect.

MistMD’s failure to enforce any provision of these Booking & Service Terms is not a waiver of that provision or any other provision.

These Booking & Service Terms, together with any booking confirmation, invoice, or separate written service document provided by MistMD, form the entire agreement between the customer and MistMD for the booked service, unless MistMD provides otherwise in writing.