CLEANY — TERMS OF SERVICE

Last updated: 1^st March 2026

1. Acceptance of Terms; Binding Agreement

1.1 Agreement. These Terms of Service (the “Terms”) form a legally binding agreement between (a) you, as a customer or prospective customer (“you” or “Customer”) and (b) Cleany Corp. d/b/a Cleany (together with its affiliates, “Cleany,” “we,” “us,” or “our”). These Terms govern your access to and use of Cleany’s website, customer portal, booking tools, downloadable mobile applications, and any related software or digital interfaces or services (collectively, the “Platform”) and your purchase and receipt of cleaning and related services arranged through Cleany (the “Services”).

1.2 Acceptance. By accessing the Platform, booking Services, creating an account, or otherwise indicating acceptance, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the Platform or book Services.

1.3 Age Requirement. You must be at least eighteen (18) years old to create an account, book Services, or otherwise use the Platform. By using the Platform or booking Services, you represent and warrant that you meet this requirement.

1.4 Additional Policies. These Terms incorporate by reference any additional policies, rules, or notices posted on the Platform or provided to you in connection with the Services (including, where applicable, the Cancellation and Rescheduling Policy, Satisfaction / Reclean Policy, and Loyalty Program terms), as each may be updated from time to time in accordance with Section 1.5.

1.5 Changes to Terms. We may update these Terms from time to time. Updated Terms become effective when posted to the Platform or otherwise provided to you. Your continued use of the Platform or booking of Services after the effective date constitutes acceptance of the updated Terms. If you do not agree to an update, you must stop using the Platform and refrain from booking further Services.

1.6 Intellectual Property. The Platform, including all content, text, graphics, logos, service names, trademarks, software, and other materials, is owned by or licensed to Cleany and is protected by applicable copyright, trademark, and other intellectual property laws. You may not copy, reproduce, modify, distribute, or use any portion of the Platform without Cleany’s prior written consent, except as expressly permitted by these Terms.

2. Definitions

In these Terms, the following capitalized terms have the meanings set out below:

2.1 “Add-Ons” means optional tasks or upgrades selected during booking or requested in writing and accepted by Cleany (e.g., inside-oven cleaning, inside-fridge cleaning, laundry, dishwashing, interior cabinets, etc.), each subject to additional charges and scheduling availability.

2.2 “Booking” means a scheduled appointment for Services made through the Platform or otherwise confirmed by Cleany in writing (including by email or text confirmation).

2.3 “Cleaning Checklist” means the standard scope-of-work description for a service type (standard clean, deep clean, etc.) made available through the Platform or otherwise provided by Cleany.

2.4 “Customer Content” means information provided by you in connection with the Platform or Services, including Booking details, property details, access instructions, photos, messages, and feedback.

2.5 “Loyalty Program” means Cleany’s recurring-service discount program described in these Terms and/or in Platform disclosures (weekly, bi-weekly, monthly discounts), as may be modified by Cleany in accordance with these Terms.

2.6 “Property” means the location where Services are to be performed, including any residence, apartment, townhouse, loft, office, retail space, school, building, or other commercial premises identified in a Booking.

2.7 “Specialty Clean” means a Service type that involves materially enhanced scope, time, or risk, including, without limitation, deep cleans and post-construction or post-renovation cleans, and any other service Cleany designates as specialty during booking or confirmation.

2.8 “Standard Condition” means a Property condition that is reasonably safe and accessible for cleaning and does not involve hazardous conditions, excessive clutter preventing normal access, active construction activity, biohazards, infestations, or other circumstances that materially increase risk or prevent performance in the scheduled time. (Additional requirements appear in Section 3 and Section 6.)

3. Services; Scope; Service Areas; Standard Condition

3.1 Services Generally. Cleany provides professional cleaning services for residential and commercial Properties. The Services you receive are the Services described in your Booking confirmation, together with any applicable Cleaning Checklist and any approved Add-Ons.

3.2 Service Areas. Services are offered in the New York City metropolitan area (including Manhattan, Brooklyn, and Queens), North New Jersey, and Miami, Florida, and any additional areas Cleany may designate on the Platform from time to time.

3.3 Scope of Work. Unless otherwise agreed in writing by Cleany, the Services are limited to the tasks listed in the applicable Cleaning Checklist for the service type you selected. Items not listed on the applicable Cleaning Checklist are not included.

3.4 Add-Ons and Changes. Add-Ons must be selected during booking or requested with sufficient notice for Cleany to confirm time and pricing. Cleany may decline Add-Ons or changes requested on-site (including if there is insufficient time, supplies, staffing, or feasibility). Any approved Add-Ons may be charged in addition to your original Booking price.

3.5 No Guarantee of Same Cleaner. For recurring or multi-visit services, Cleany does not guarantee the same cleaner(s) will be assigned to each Booking, although Cleany may consider preferences subject to availability, operational needs, and quality controls.

3.6 Standard Condition; Customer Cooperation. You agree to maintain the Property in Standard Condition for the scheduled Services and to cooperate as reasonably required for performance, including providing accurate access instructions, ensuring utilities necessary for cleaning are available (e.g., running water and electricity), and taking reasonable steps to secure valuables and fragile items.

3.7 Excluded or High-Risk Conditions. Unless Cleany expressly agrees in writing, Cleany does not provide services involving biohazards, hoarding conditions, active infestations, hazardous materials, human or animal bodily fluids, needles/sharps, or other unsafe conditions. If Cleany determines in its reasonable discretion that conditions are unsafe or materially inconsistent with the Booking details, Cleany may refuse or stop Services and Section 10 (Cancellation/Fees) and Section 18 (Right to Refuse/Stop Service) will apply.

3.8 Property Condition Representation. You represent and warrant that the Property is in Standard Condition unless expressly disclosed at the time of booking. Failure to disclose excessive buildup, infestation, biohazards, construction residue, or other materially adverse conditions may result in additional charges, service refusal, or cancellation fees.

4. Independent Contractor Cleaners; Relationship of the Parties

4.1 Independent Contractors. Cleaning professionals performing Services may be independent contractors engaged by Cleany (each a “Cleaner”). Cleaners are not your employees and you do not direct, supervise, or control the means and manner of their work.

4.2 Cleany’s Role. Cleany operates a technology-enabled service platform that facilitates the scheduling and arrangement of cleaning services to be performed by independent cleaning professionals (“Cleaners”). Cleany is not itself a provider of cleaning services and does not directly perform cleaning services at customer Properties.

Cleaners are independent business operators and may perform cleaning services for other individuals, businesses, or platforms at any time, including competitors of Cleany.

Cleany’s responsibilities are limited to:

(a) operating, maintaining, and improving the Platform;
(b) establishing and enforcing booking policies and customer use rules;
(c) setting general service standards, checklists, pricing parameters, and quality controls applicable to Platform use;
(d) facilitating scheduling, billing, and customer communications; and
(e) arranging for Cleaners to accept service requests in their discretion.

Cleaners control the manner and means by which Services are performed. Cleany does not supervise or control the day-to-day performance of cleaning tasks inside the Property. Each Cleaner is solely responsible for performing Services in compliance with applicable laws, licensing requirements, insurance obligations, and tax regulations.

Cleany may act as a limited payment collection agent for Cleaners for the sole purpose of facilitating payment processing through the Platform. Payment made by the Customer through the Platform will be considered the same as payment made directly to the Cleaner for the Services.

4.3 No Agency for Customer. Nothing in these Terms creates any partnership, joint venture, employment, or agency relationship between you and any Cleaner, or between you and Cleany. You may not represent that any Cleaner is your employee, agent, or representative.

4.4 Professional Conduct and Safety. You agree to treat Cleaners respectfully and provide a safe working environment. Cleany may remove a Cleaner from a Property, reschedule, or refuse future service if Cleany determines (in its reasonable discretion) that the environment is unsafe, harassing, discriminatory, or otherwise inappropriate.

4.5 Insurance and Bonding. Cleany maintains commercially reasonable general liability coverage for Services performed under these Terms. Certain Cleaners may be insured and bonded as determined by Cleany’s operational policies. Insurance coverage is subject to policy terms, conditions, exclusions, and limits. You agree that, in the event of alleged property damage, you will first submit the claim to your applicable homeowner’s, renter’s, or commercial property insurance carrier before seeking recovery from Cleany, to the extent permitted by applicable law.

4.6 No Employment Benefits. Cleaners are not employees of Cleany and are not entitled to any employment benefits from Cleany, including but not limited to wages, overtime pay, workers’ compensation coverage, unemployment insurance, health benefits, retirement benefits, paid leave, or other employee-related protections. Cleaners are solely responsible for determining their own tax obligations and for reporting and paying all applicable taxes associated with income earned through the Platform.

4.7 No Minimum Earnings or Service Requests. Cleany does not guarantee that any Cleaner will receive a minimum number of service requests, bookings, or earnings through the Platform. The number of requests available to Cleaners may vary based on customer demand, geographic location, availability, platform activity, and other operational factors.

5. Customer Representations; Accurate Booking Information

5.1 Accurate Information. You agree that all Booking details and Customer Content you provide (including Property address, size, condition, service type, requested scope, access instructions, and contact information) will be accurate, complete, and kept up to date.

5.2 Authority to Book. You represent and warrant that you have the legal right to grant access to the Property for performance of the Services at the scheduled time, whether as owner, tenant, authorized occupant, or authorized representative of a business/Property manager.

5.3 Access and Permissions. You are responsible for obtaining any required permissions (including building management approvals, key/fob access, elevator reservations, parking instructions, security clearance, or entry codes) needed for timely access and performance.

5.4 Pets, Occupants, and Hazards. You agree to disclose material conditions that may affect performance or safety, including pets, alarm systems, restricted areas, fragile/high-value items, and any known hazards or sensitivities (e.g., allergies, “do not use” product instructions). If pets are present, you agree to secure them as needed to prevent interference with Services.

5.5 Consequences of Inaccurate Information. If Booking information is inaccurate or incomplete, Cleany may (a) adjust the scope, time, staffing, or price; (b) treat the appointment as a Specialty Clean if appropriate; (c) require rescheduling; or (d) cancel the Booking in accordance with these Terms. Any additional time or cost resulting from inaccurate information may be charged to you.

5.6 Independent Business Judgment. Cleaners retain sole discretion over the manner, timing, and performance of Services and may determine the sequence, techniques, and methods used in completing cleaning tasks. Nothing in these Terms or on the Platform shall be interpreted as directing or controlling the detailed performance of the Services.

6. Accounts; Platform Use; Communications

6.1 Account Creation. You may be required to create an account to book or manage Services. You agree to provide true and accurate registration information and to keep it current.

6.2 Security. You are responsible for maintaining the confidentiality of your login credentials and for all activity conducted through your account. You must promptly notify Cleany of any suspected unauthorized access.

6.3 Customer Support Actions. At your request, Cleany may access your account to assist with administrative actions such as rescheduling a Booking, correcting Booking details, or applying credits, subject to verification procedures.

6.4 Electronic Communications and Text Messaging Consent. By creating an account, booking Services, or providing your phone number, you expressly consent to receive service-related and marketing communications from Cleany via email, telephone call, and text message (including via automated systems). Consent to receive marketing communications is not a condition of purchase. Message and data rates may apply. You may opt out of marketing text messages at any time by following the instructions provided in the message. Operational and service-related messages may continue as necessary to provide Services.

6.5 Marketing Preferences. You may opt out of promotional communications where offered (e.g., unsubscribe links in emails). Operational communications (e.g., confirmations and service notices) are necessary to deliver Services and may continue even if you opt out of marketing messages.

6.6 Acceptable Use of the Platform. You agree not to (a) use the Platform in any manner that could disable, overburden, damage, or impair it; (b) attempt to gain unauthorized access to the Platform or related systems; (c) use bots, scrapers, data-mining tools, or other automated means to access or collect information from the Platform without Cleany’s prior written consent; or (d) use the Platform to transmit unlawful, abusive, or harmful communications. Cleany may suspend or terminate access to the Platform for violations of this Section.

6.7 No Agency Relationship. Cleaners are not agents, representatives, partners, or joint venturers of Cleany for any purpose. Cleaners do not have authority to bind Cleany to any agreement, obligation, or liability unless expressly authorized by Cleany in writing.

7. Estimates, Quotes, and Pricing Adjustments

7.1 Quotes Are Estimates. Any price shown during booking or quoted by Cleany is an estimate based on the information you provide and Cleany’s service assumptions, without an on-site inspection, and is subject to adjustment as permitted by these Terms.

7.2 Pricing Factors. Pricing may vary based on, among other factors, service type, frequency (one-time vs recurring), Property size and layout, condition, accessibility, Add-Ons, and location.

7.3 Condition and Accuracy Adjustments. If, upon arrival or during service, Cleany (or the assigned Cleaner) reasonably determines that the Property’s condition, size, scope, or Booking details differ materially from what was represented (including undisclosed extra rooms, significantly heavier buildup, post-construction debris, excessive clutter limiting access, or other non-standard conditions), Cleany may:
(a) revise the price to reflect the actual scope/time;
(b) reduce or limit the tasks performed to fit the booked time; and/or
(c) require rescheduling as a Specialty Clean or with additional time/staffing.

7.4 Approval for Adjustments. Where reasonably practicable, Cleany will attempt to notify you of a proposed pricing or scope adjustment for approval before proceeding. If you do not approve an adjustment or cannot be reached, Cleany may complete only the portion of Services that fits the original booked scope/time or may cancel/reschedule in its reasonable discretion.

7.5 Pricing Changes Over Time. Cleany may update pricing and discount structures from time to time. Pricing changes will apply prospectively, except where required to correct booking errors or to address inaccurate Booking information or materially changed conditions as described above.

7.6 Additional Time for Specialty and High-Variance Cleans.

Deep cleans, post-construction cleans, move-out cleans, and custom cleaning services involve variable conditions that may not be fully apparent at the time of booking. You acknowledge that such Services may reasonably require more time than initially estimated.

Cleany may notify you twenty-four (24) to forty-eight (48) hours before the scheduled appointment that additional time may be necessary based on booking details or disclosed Property conditions.

If, upon arrival or during performance, Cleany or the assigned Cleaner reasonably determines that additional hours are required to complete the applicable Cleaning Checklist or agreed scope, Cleany may:

(a) continue Services for the additional time reasonably required; and
(b) charge you for the additional hours at the applicable hourly or adjusted rate.

If you decline additional time, Services may be limited to the originally booked duration and may not result in full completion of the checklist.

You authorize Cleany to charge your payment method for any additional time reasonably required under this Section.

8. Payment Authorization; Pre-Authorization; Charges

8.1 Payment Method Required. You must maintain a valid credit card or other approved payment method on file to book Services. Cleany does not accept cash or personal checks unless expressly agreed in writing.

8.2 Pre-Authorization Hold. For most Bookings, Cleany may place a pre-authorization hold on your payment method prior to the scheduled service date for the estimated total amount due (including any applicable taxes/fees). A pre-authorization hold is not a charge. The time it takes for a hold to drop off depends on your bank or card issuer.

8.3 Charge Timing. You authorize Cleany to charge your payment method on the day of service, prior to 8:00 AM local time (or, where operationally required, within a reasonable period immediately before service begins) for the total amount due for the Booking, including approved Add-Ons and any applicable fees.

8.4 Authorization for Adjustments. If pricing adjustments are approved under Section 7 (e.g., inaccurate booking information or materially different conditions), you authorize Cleany to charge the adjusted amount as confirmed with you (or, if you are unreachable, consistent with Section 7.4).

8.5 Taxes and Other Charges. Where required by law, Cleany may collect applicable sales tax or similar taxes. Additional fees may apply for special circumstances as disclosed during booking or in these Terms (e.g., late cancellation fees, lockout/no-access fees, or administrative fees for chargebacks), and you authorize Cleany to charge such amounts where permitted by these Terms.

8.6 Regulatory Compliance. Each Cleaner is solely responsible for complying with all applicable laws, licensing requirements, business registrations, insurance obligations, and tax regulations that apply to the provision of cleaning services in the jurisdiction where the Services are performed.

8.7 No Refund Policy; Service Remedies. Except where required by law or expressly provided in these Terms, Cleany does not generally offer refunds. Customer remedies are primarily handled through the Satisfaction / Reclean Policy in Section 14, or other remedies Cleany may offer in its reasonable discretion.

9. Failed Payments; Billing Issues; Chargebacks; Suspension

9.1 Failed Payment; Cleany Discretion to Cancel. If Cleany cannot successfully place a pre-authorization hold (where used) or cannot successfully charge your payment method for any reason (including insufficient funds, expired card, issuer decline, suspected fraud, or incorrect billing information), Cleany may, in its sole discretion:
(a) cancel the Booking (including on the day of service);
(b) pause arrival until payment is resolved; and/or
(c) require an alternative payment method before service proceeds.

9.2 Customer Responsibility. You are responsible for ensuring your billing information is accurate and current and that your payment method will support pre-authorization and charges.

9.3 Chargebacks and Payment Disputes. If you initiate a chargeback or payment reversal, you agree to:
(a) promptly provide Cleany with any information reasonably requested to investigate and respond; and
(b) work in good faith to resolve the dispute.
Cleany reserves the right to suspend your account and/or refuse future Services while any chargeback or payment dispute is pending.

9.4 Administrative Costs. To the extent permitted by law, Cleany may charge you reasonable administrative costs incurred in connection with chargebacks, collections, or repeated payment failures.

9.5 Account Suspension. Cleany may suspend or terminate your account for repeated payment failures, suspected fraud, abusive conduct, or material violations of these Terms.

10. Cancellation and Rescheduling Policy

10.1 How to Cancel or Reschedule. You may cancel or reschedule a Booking through your Cleany customer portal or by contacting Cleany support using the contact details listed on the Platform. A cancellation or reschedule is effective only when confirmed by Cleany’s system or support team.

10.2 Standard Cleanings (Non-Specialty). You may cancel or reschedule a standard cleaning without penalty if you do so at least twenty-four (24) hours before the scheduled start time. If you cancel or reschedule within twenty-four (24) hours of the scheduled start time, a cancellation fee equal to fifty percent (50%) of the Booking price will apply.

10.3 Specialty Cleans (Deep, Move-Out, Post-Construction, Custom).

(a) Cancellations made at least forty-eight (48) hours before the scheduled start time will not be charged.

(b) Cancellations made within forty-eight (48) hours of the scheduled start time will be charged fifty percent (50%) of the quoted price.

(c) Same-day cancellations or failure to provide access at the scheduled start time may be charged one hundred percent (100%) of the quoted price.

10.4 Why Fees Apply. You acknowledge that Cleany reserves time and capacity for your Booking, and cancellation fees are used to compensate Cleaners and operational costs associated with holding and losing reserved capacity.

10.5 Recurring Services; Appointment-by-Appointment Rule. If you have recurring services, you must cancel each individual appointment within the applicable window (24 hours for standard cleanings; 48 hours for Specialty Cleans) to avoid a cancellation fee for that appointment. You may cancel later future appointments without additional fees provided those future cancellations are made within the applicable window.

10.6 Cleany Cancellations. Cleany may cancel or reschedule a Booking due to operational constraints, safety concerns, weather emergencies, access issues, or other circumstances beyond Cleany’s reasonable control. Where Cleany cancels for reasons not caused by you, you will not be charged a cancellation fee and any amounts collected for that Booking will be credited or refunded in Cleany’s reasonable discretion.

10.7 Force Majeure. Cleany will not be liable for any delay, interruption, rescheduling, or cancellation of Services resulting from events beyond Cleany’s reasonable control, including without limitation severe weather, natural disasters, fire, flood, acts of government, power or internet outages, labor disruptions, building closures, or other emergencies. Where feasible, Cleany will notify you and work with you to reschedule.

11. Appointment Confirmation and Service-Day Charging Windows

11.1 Service-Day Confirmation. You acknowledge that Cleany may confirm appointments near the scheduled start time to ensure operational readiness and billing validity.

11.2 Charging Window (Operational Rule). You agree that:
(a) standard cleaning appointments may be confirmed and charged in full within three (3) hours of the scheduled start time, and
(b) deep or custom cleaning appointments may be confirmed and charged in full within five (5) hours of the scheduled start time,
in each case to secure Cleaner allocation and to compensate reserved capacity.

11.3 Interaction With Section 8.3. The charge timing described in Section 8.3 (charge prior to 8:00 AM on the day of service) is the standard process. Section 11.2 clarifies that, operationally, Cleany may complete confirmation and charging within the stated windows relative to scheduled start time as needed for staffing, routing, and service assurance.

11.4 Hourly Pricing; Minimums; Arrival Window for Hourly Bookings. Where Cleany offers hourly pricing for a Booking, the following operational rules apply: (a) the minimum booking duration is two (2) hours for hourly appointments unless otherwise stated on the Platform or agreed in writing; (b) hourly Bookings are billed in whole or half-hour increments as displayed at booking and in the customer portal; (c) Cleany will provide an arrival window for hourly Bookings; that arrival window will be approximately one (1) hour in length (for example, 9:00–10:00 AM). If a Cleaner must wait on-site due to lack of access or delayed access you are responsible for the booked minimum time and any additional time reasonably spent as a result of the delay. Operational arrival windows and billing increments are for staffing and routing purposes and may be adjusted by Cleany consistent with operational needs.

12. Arrival Windows; Access; Lockouts and No-Access Events

12.1 Arrival Windows. Cleany may provide arrival windows rather than exact arrival times. Unforeseen delays (traffic, building access, prior jobs) may affect arrival. Cleany will use commercially reasonable efforts to communicate material delays.

12.2 Access Obligations. You must ensure timely access to the Property at the scheduled start time, including providing accurate entry instructions, keys, lockbox codes, doorman instructions, elevator reservations, and any building-required permissions.

12.3 No-Access / Lockout. If Cleany or the assigned Cleaner cannot access the Property within a reasonable period due to your failure to provide access (including incorrect address, missing keys, incorrect codes, refusal by building management, or inability to reach you), Cleany may treat the Booking as a late cancellation. The applicable cancellation fee under Section 10 may apply, and Cleany may reschedule at its discretion subject to availability.

12.4 On-Site Customer Requests. Requests that expand scope, require additional supplies, or materially increase time may be declined or rescheduled. If accepted, they may be treated as Add-Ons or a revised Booking under Section 7.

13. Customer Preparation; Safety; Standard Condition Requirements

13.1 Customer Cooperation. You agree to take reasonable steps to prepare the Property for cleaning, including clearing access to areas to be cleaned (e.g., floors, counters) to enable performance within the booked scope/time.

13.2 Safety and Hazards. You agree to disclose and remove or secure hazards that could pose risk to Cleaners or interfere with Services, including: sharp objects, broken glass, needles/sharps, aggressive pets, unsafe structural conditions, and biohazards (including, without limitation, human/animal waste, bodily fluids, rodent/insect infestations, or other hazardous contamination).

13.3 Valuables and Fragile Items. You are responsible for securing cash, jewelry, sensitive documents, fragile items, and high-value items before Services begin. If you have items requiring special handling, you must notify Cleany in advance and clearly identify them.

13.4 Right to Pause or Refuse for Safety. If, in Cleany’s reasonable judgment, the Property is not in Standard Condition, is unsafe, or contains prohibited conditions, Cleany may instruct the Cleaner to leave or may cancel/reschedule the Booking. In such cases, Section 10 (Cancellation Fees) may apply.

13.5 No Heavy Lifting / Restricted Tasks. Unless expressly agreed in writing, Cleaners are not required to lift or move heavy furniture, perform repair work, handle hazardous chemicals/materials, or perform tasks outside the Cleaning Checklist and approved Add-Ons.

14. Cleany Guarantee; Reclean Policy; Limited Remedy

14.1 Cleany Guarantee. Cleany stands behind the quality of its Services. If you are not satisfied with a completed Service (the “Original Clean”), you may request a reclean of specific areas (“Reclean Request”) within forty-eight (48) hours after completion. Cleany will, in its reasonable discretion, arrange a reclean of validated areas at no additional charge (a “Free Reclean”), subject to this Section 14.

14.2 Request Window. To be eligible, you must request a reclean within forty-eight (48) hours after the Service is completed. Requests must be made by email or phone using the contact details provided on the Platform.

14.3 Completion Window. If approved, the reclean must be scheduled and completed within seventy-two (72) hours of your contact to Cleany, subject to scheduling availability and access.

14.4 Information Required. You agree to provide reasonable details regarding the issue(s) and, where requested, photo documentation sufficient for Cleany to validate and triage the complaint.

14.5 Customer Present During Service. If you (or an authorized representative) are present during the Service, it is your responsibility to inform the Cleaner before they leave if there are issues you want addressed during the visit. If a complaint is made later in circumstances where you were present and did not raise concerns before departure, Cleany may, in its discretion, provide a reclean as a courtesy rather than as an entitlement.

14.6 Scope of Reclean. Recleans are intended to address the specific areas identified in your validated request. Recleans are not intended to serve as a full repeat of the entire Service unless Cleany determines, in its reasonable discretion, that doing so is appropriate.

14.7 Exclusions. The Cleany Guarantee does not apply to:

(a) items or areas not included in the applicable Cleaning Checklist or approved Add-Ons;

(b) free or promotional cleanings;

(c) prior Free Recleans;

(d) Properties not in Standard Condition;

(e) post-construction, post-renovation, or move-out cleans unless expressly stated during booking; or

(f) issues arising from undisclosed hazards, biohazards, infestations, or excessive clutter.

14.8 Excessive or Abusive Requests. Cleany reserves the right to limit, suspend, or discontinue the Cleany Guarantee for customers who submit excessive, repetitive, or abusive reclean requests, or where the condition of the Property consistently exceeds the booked scope or time.

14.9 Clean Guarantee. Cleany is committed to delivering high-quality Services. If you are not satisfied with the quality of a completed Service, please contact Cleany using the contact details on the Platform within forty-eight (48) hours of completion and provide reasonable details and, if requested, photo documentation. Where Cleany validates the quality issue in its reasonable discretion, Cleany will, at no additional charge, (a) arrange a reclean of the affected areas or (b) offer an alternative commercially reasonable remedy. The Great Clean Guarantee is subject to the limitations and exclusions in Section 14.7 and these Terms.

14.10 Refund Policy. Except where required by applicable law, refunds are not the primary remedy for quality issues. Cleany will evaluate refund requests on a case-by-case basis. To file a refund claim under this Section 14.10, you must contact Cleany via the contact details provided on the Platform within forty-eight (48) hours of completion of the relevant Service, explain why the Great Clean Guarantee or other available remedy is not sufficient, and provide any requested supporting information. Cleany will investigate and communicate the outcome promptly. If Services are provided under a separate written agreement that contains a different refund policy, that separate refund policy will control for the Services covered by that agreement.

15. Damages, Breakage, and Incident Reporting

15.1 Notice Deadline. If you believe the Services caused property damage, you must notify Cleany within forty-eight (48) hours after completion of the relevant Service by email or phone using the contact details provided on the Platform.

15.2 Documentation. Your report must include reasonable supporting information, which may include: (a) photos/videos; (b) a description of the issue; (c) the approximate time/location in the Property; and (d) where relevant, proof of ownership and/or an estimate for repair/replacement.

15.3 No Self-Repair (Except Emergencies). Except in emergencies where immediate action is necessary to prevent further damage (e.g., active water leak), you agree not to undertake repairs or replacement work until Cleany has had a reasonable opportunity to assess the issue.

15.4 Cleany’s Resolution Options. If Cleany determines, in its reasonable discretion, that damage is attributable to the Services, Cleany may choose the commercially reasonable resolution method, including: (a) arranging repair by a qualified professional; (b) paying a reasonable repair cost; or (c) providing a credit for future Services—subject to Section 24 (limitations of liability).

15.5 Pre-Existing Conditions. Cleany is not responsible for pre-existing damage, normal wear and tear, latent defects, or deterioration (including but not limited to worn caulking/grout, aged finishes, loose fixtures, or items not reasonably suitable for routine cleaning).

15.6 Access to Inspect. You agree to reasonably cooperate with Cleany’s investigation, including providing access to inspect the relevant area or item (in person or via virtual/video assessment).

15.7 Fragile or Pre-Existing Conditions. Cleany is not responsible for damage to items that are inherently fragile, improperly installed, unstable, previously damaged, worn, deteriorated, or not reasonably suitable for routine cleaning, including but not limited to loose fixtures, aged caulking or grout, delicate finishes, improperly mounted shelves, or weakened materials.

15.8 Documentation Authorization. You acknowledge and consent that Cleany and its Cleaners may take photographs or video recordings at the Property for quality control, training, safety verification, and documentation of pre-existing conditions or alleged damage. Such documentation will be handled in accordance with Cleany’s Privacy Policy.

15.9 Release and Subrogation. As a condition of any payment, reimbursement, repair, or replacement approved by Cleany, you agree to execute a full and final release of claims in favor of Cleany and its affiliates. You further agree to assign to Cleany or its insurer any rights, claims, or causes of action you may have against any third party responsible for the loss to the extent of amounts paid. Cleany’s obligation to provide compensation is expressly conditioned upon your cooperation with this process.

15.10 Depreciation; Actual Cash Value. Any approved compensation will be limited to the lesser of (i) the reasonable cost of repair, or (ii) the actual cash value of the item at the time of loss, determined after reasonable depreciation. Cleany will not compensate for sentimental value, speculative value, or replacement with new items where repair or depreciated value is appropriate.

16. Customer Property; Valuables; Restricted Areas

16.1 Valuables and Sensitive Items. You are responsible for securing cash, jewelry, heirlooms, collectibles, firearms (if any), prescription medications, and sensitive personal or business documents before Services begin.

16.2 Restricted Areas. If there are areas you do not want cleaned or accessed (e.g., private offices, safes, storage rooms), you must clearly designate them in advance and/or on-site through written instructions or clear physical indicators.

16.3 Personal Data and Confidential Materials. Cleany is not responsible for loss or exposure of Customer property where you fail to secure sensitive or confidential materials that are left in plain view or accessible.

17. Right to Refuse, Pause, or Stop Services

17.1 Refusal/Stop for Safety or Misrepresentation. Cleany may refuse to begin Services, pause Services, or stop Services mid-appointment if Cleany (or the assigned Cleaner) reasonably determines that:
(a) the Property is not in Standard Condition;
(b) unsafe or prohibited conditions exist (Section 13);
(c) you provided materially inaccurate Booking information (Section 5);
(d) there is harassment, discrimination, or threatening behavior; or
(e) Cleany cannot safely or lawfully perform the Services.

17.2 Fees When Services Are Refused/Stopped for Customer-Caused Reasons. If Services are refused or stopped for reasons caused by you or the Property conditions, Cleany may treat the Booking as a late cancellation, and the applicable cancellation fee under Section 10 may apply. If partial Services have been completed, Cleany may charge for time reasonably spent and/or the portion of Services rendered, subject to applicable law.

17.3 Illegal or Improper Requests. You agree not to request illegal services, unsafe activities, or tasks outside the agreed scope. Cleany may refuse such requests immediately.

18. Supplies, Equipment, and Customer-Provided Products

18.1 Standard Supplies. Cleany or the assigned Cleaner may use standard cleaning supplies and tools suitable for the booked service type, subject to availability and operational discretion.

18.2 Customer-Provided Supplies. If you request use of your products or equipment, you must provide clear instructions and disclose any sensitivities (e.g., allergies, surface restrictions). You acknowledge Cleany is not responsible for issues arising from the condition, suitability, or labeling of customer-provided supplies.

18.3 Special Materials and Hazardous Products. Unless expressly agreed in writing, Cleaners will not handle hazardous chemicals/materials. If such materials are present, you must disclose them and keep them secured.

18.4 Utilities. You are responsible for ensuring basic utilities needed to perform Services are available (including running water and electricity). If utilities are not available and Services cannot be performed, Section 10 may apply.

18.5 Cleaning Supplies and Equipment — Standard and Exceptions. Cleany provides environmentally-friendly standard cleaning supplies and the majority of equipment required to perform the Services. Unless Cleany expressly agrees in writing prior to the Booking, Cleany does not supply the following items (examples, non-exhaustive):

(a) conventional mop and bucket (where a specialized system is required by the Cleaner or Property, customer must provide);
(b) step stool or ladder for elevated tasks;
(c) toilet brush; and
(d) specialty chemicals or products (including heavy-duty bathroom cleaners, concentrated bleach solutions, wood-floor specialty cleaners, stainless-steel specialty cleaners, or other hazardous or regulated substances).
Cleany will use customer-provided products or equipment only if (i) those items are left out in clear view and accompanied by directions for use and any applicable warnings, and (ii) the customer has disclosed any sensitivities or restrictions in advance. Cleany is not responsible for damage resulting from customer-provided products or inappropriate/mislabelled supplies.

Running Water Requirement. Customers must ensure running water and basic utilities are available at the Property at the scheduled start time. If running water or other basic utilities required for performance are not available, Cleany may refuse, pause, or reschedule the Booking and Section 10 (Cancellation/Fees) may apply.

19. Cleany Loyalty Program

19.1 Program Overview. Cleany may offer a Loyalty Program that provides discounts for recurring Services, which currently may include:
(a) weekly: 15% off
(b) bi-weekly: 10% off
(c) monthly: 5% off
(collectively, “Recurring Discounts”).

19.2 Voluntary; No Contractual Commitment. Enrollment in the Loyalty Program is voluntary and does not require a long-term contractual commitment. You may change frequency or discontinue recurring Services in accordance with Section 10.

19.3 Discount Application. Recurring Discounts apply only to eligible Bookings and only as displayed in your customer portal or Booking confirmation. Discounts do not apply to cancellation fees, gratuities, or certain Specialty Cleans unless expressly stated during booking.

Recurring Discounts may not be combined with other promotions, referral credits, or discount codes unless expressly stated by Cleany in writing.

19.4 Missed Discount Credits (Two-Prior-Cleanings Limit). If a Recurring Discount is inadvertently not applied to an eligible Booking, you may request a credit for the missed discount, limited to up to two (2) prior eligible cleanings. Requests must be made within a reasonable time after the affected Booking and may require verification of eligibility.

19.5 Changes or Termination of Program. Cleany may modify, suspend, or terminate the Loyalty Program (including discount rates and eligibility) at any time in its reasonable discretion. Changes apply prospectively and will be reflected on the Platform.

19.6 No Cash Value; Non-Transferable. Loyalty credits and discounts have no cash value, are not transferable, and may only be applied as account credits to eligible future Services unless Cleany states otherwise.

19.7 Abuse and Misuse. Cleany may revoke Loyalty Program benefits for suspected abuse, fraud, or repeated cancellation behavior inconsistent with recurring-service eligibility.

20. Promotions, Discount Codes, and Credits

20.1 Promotions Discretionary. Cleany may offer promotions, credits, or discount codes from time to time. Promotions may be limited by geography, service type, new/existing customer status, frequency, or other criteria disclosed at the time of offer.

20.2 No Stacking Unless Stated. Unless explicitly stated otherwise, discounts and promotions may not be combined (“stacked”). Only one promotional code may be used per Booking.

20.3 Application Timing. Promotional codes must be applied before the Service occurs. Retroactive application is not guaranteed and is subject to Cleany’s discretion, except as expressly stated in Section 19.4 for Loyalty Program missed discounts.

20.4 Revocation for Error or Misuse. Cleany may revoke or reverse a promotion or credit if Cleany reasonably believes it was applied in error, obtained through misuse, or used in violation of these Terms or any promotion terms.

20.5 Referral and Ambassador Programs. Cleany may operate referral, ambassador, or other promotional programs that reward customers for referring new customers to the Platform. Referral program terms (including eligibility, reward amount, geographic or service restrictions, and expiration) will be posted in connection with each promotion and are subject to change. Rewards may be non-transferable, have no cash value (unless stated otherwise), and may be limited to one reward per new customer. Abuse of referral programs (including creating multiple accounts to obtain rewards) may result in reversal of rewards and denial of participation.

21. Gratuities and Optional Fees

21.1 Gratuities. Tips/gratuities for Cleaners are optional. If Cleany offers an in-portal tipping feature, any gratuity amounts are generally non-refundable once processed, except where required by law.

21.2 Parking; Access Costs.

If paid parking, garage access, valet services, tolls, or building-related access fees are required to perform the Services, you are responsible for providing suitable parking or reimbursing Cleany for such costs.

If parking is not provided and Cleany incurs parking expenses in order to perform Services, Cleany may charge a parking fee of up to Fifty Dollars (USD $50) per appointment, depending on location, duration, and actual costs incurred.

Failure to provide reasonable parking access may result in service delays or cancellation, and Section 10 (Cancellation and Rescheduling Policy) may apply.

21.3 Tipping and Refunds. Tips and gratuities for Cleaners are always optional. If Cleany provides an in-portal tipping feature, tips are paid directly to the Cleaner or to Cleany for distribution as described on the Platform. Unless otherwise required by law, tips are non-refundable once processed. In limited circumstances where a tip was applied in error or charged in violation of applicable law, Cleany will correct or refund the tip consistent with legal requirements and Platform procedures.

22. No Solicitation; No Side Deals With Cleaners

22.1 Non-Circumvention. Cleany invests substantial resources in recruiting, screening, onboarding, scheduling, and quality-controlling its Cleaners. You agree that during the period in which you receive Services and for eighteen (18) months following the last date on which any Cleaner performs Services for you through the Platform, you will not, directly or indirectly, solicit, hire, engage, contract with, or otherwise retain any such Cleaner outside the Platform for cleaning or substantially similar services, without Cleany’s prior written consent.

22.2 Covered Individuals. This restriction applies to any Cleaner who has performed Services for you through Cleany within the preceding twenty-four (24) months.

22.3 Circumvention Conduct. Exchanging contact information with a Cleaner, offering payment outside the Platform, encouraging a Cleaner to terminate their relationship with Cleany, or otherwise attempting to arrange services outside the Platform in a manner intended to avoid Cleany’s service fees constitutes circumvention and a material breach of these Terms.

22.4 Employment Referral Fee; Liquidated Damages.

If you violate this Section 22 by directly or indirectly hiring, engaging, or facilitating engagement of a Cleaner outside the Platform within the restricted period, you agree to pay Cleany an employment referral fee of Twenty-Five Thousand Dollars (USD $25,000).

You acknowledge and agree that:

(a) Cleany invests substantial resources in recruiting, vetting, onboarding, training, and retaining Cleaners;
(b) damages resulting from circumvention are difficult to precisely calculate; and
(c) the above amount represents a reasonable pre-estimate of anticipated losses, including lost service revenue, recruitment costs, training investment, administrative expenses, and disruption to business relationships.

The parties agree that this amount constitutes agreed-upon liquidated damages and not a penalty.

22.5 Attorneys’ Fees and Remedies. In addition to liquidated damages, Cleany may recover reasonable attorneys’ fees, costs, and expenses incurred in enforcing this Section, and may suspend or terminate your account.

22.6 Permitted Conduct. Nothing in this Section prohibits you from booking Services through Cleany, or from placing a general employment advertisement that is not specifically targeted at any Cleaner introduced to you through the Platform.

23. Privacy; Data Use; Communications

23.1 Privacy Policy Controls Data Practices. Cleany’s collection, use, sharing, and retention of personal information is governed by Cleany’s Privacy Policy. These Terms and the Privacy Policy are intended to be read together.

23.2 Service Communications. You acknowledge that Cleany may contact you as described in Section 6.4 to provide and administer the Services, including confirmations, changes, receipts, customer support, and policy notices.

23.3 Data Needed for Service Delivery. You acknowledge that Cleany may use Customer Content (including access instructions, property details, and communications) to arrange scheduling, quality assurance, customer support, and dispute resolution.

23.4 If Conflict, Privacy Policy on Data Topics. If a topic specifically concerns personal data processing (collection, sharing, retention, rights), the Privacy Policy governs to the extent of any inconsistency.

24. Disclaimers; Limitation of Liability; Indemnity

24.1 Disclaimers. To the maximum extent permitted by law, the Platform and Services are provided “as available.” Cleany disclaims all warranties, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement, except to the extent such disclaimers are prohibited by applicable law.

24.2 No Consequential Damages. To the maximum extent permitted by law, in no event will Cleany be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of profits, revenue, business opportunity, goodwill, or data, arising out of or related to the Platform or Services, even if advised of the possibility.

24.3 Liability Cap. To the maximum extent permitted by law, Cleany’s total liability arising out of or related to the Services or these Terms will not exceed the total amount you paid to Cleany for the specific Booking giving rise to the claim (or, if a court will not enforce that cap, the minimum cap permitted by law).

24.4 Exceptions. Nothing in these Terms limits liability to the extent it cannot be limited under applicable law (for example, certain liabilities for gross negligence, intentional misconduct, or personal injury where limitation is unlawful).

24.5 Indemnity by Customer. To the maximum extent permitted by law, you agree to indemnify, defend, and hold harmless Cleany, its affiliates, and their officers, directors, employees, contractors, and agents from and against claims, damages, losses, liabilities, and expenses (including reasonable attorneys’ fees) arising out of or related to:
(a) your breach of these Terms;
(b) your misuse of the Platform;
(c) inaccurate Booking information or failure to provide access;
(d) your violation of any law or third-party rights; or
(e) conditions at the Property that create hazards or risks not disclosed to Cleany.

25. Disputes; Governing Law; Arbitration; General Terms

25.1 Informal Resolution First. Before filing a claim, you agree to first contact Cleany support and allow a reasonable period (at least thirty (30) days unless urgent relief is required) to attempt to resolve the dispute informally.

25.2 Governing Law. These Terms and any dispute arising out of or relating to them or the Services will be governed by the laws of the State of New York, without regard to conflict-of-law principles, except to the extent that mandatory consumer protection laws of the state in which the Services were performed require application of that state’s law, which shall apply solely to the extent required and without affecting the enforceability of the arbitration provisions herein.

25.3 Arbitration; Individual Remedies; Procedure. Unless Cleany elects otherwise in writing, you and Cleany agree that any dispute, claim, or controversy arising out of or relating to these Terms or the Services will be resolved by binding individual arbitration administered under the Federal Arbitration Act. The parties each knowingly and voluntarily waive the right to a jury trial and to participate in any class, collective, or representative proceeding. The arbitration will be conducted on an individual basis only; consolidation, class arbitration, or representative proceedings are not permitted.
The arbitrator will be selected by mutual agreement of the parties; if the parties cannot agree within thirty (30) days after the demand for arbitration, a retired federal judge or retired state court judge of a court of general jurisdiction shall be appointed as arbitrator. The arbitrator shall be an individual with suitable experience and shall follow, to the extent practicable, the Federal Rules of Civil Procedure and the Federal Rules of Evidence, applying governing law as set forth in Section 25.2. The arbitrator shall have authority to decide motions analogous to motions for summary judgment and to apply appropriate rules of procedure and evidence.
The party initiating arbitration shall pay the filing fee; Cleany will pay arbitration costs unique to arbitration that would not be imposed if the claim were litigated in court. Each party will bear its own attorneys’ fees and costs except where applicable law or the arbitrator awards otherwise. The arbitration proceeding, materials, and award shall be confidential, except as required by law to enforce or vacate the award or as necessary to obtain legal advice. If any portion of this arbitration provision is found invalid or unenforceable, that portion may be severed and the remainder enforced to the fullest extent permitted by law.

25.4 Class Action Waiver. To the maximum extent permitted by law, you and Cleany agree that disputes will be brought only in an individual capacity and not as a plaintiff or class member in any purported class, collective, or representative proceeding.

25.5 Venue If Arbitration Not Applicable. If arbitration does not apply or is not permitted for a particular claim, the parties agree to exclusive venue and jurisdiction in the state or federal courts located in New York County, New York, unless mandatory law requires otherwise.

25.6 Severability. If any provision of these Terms is held invalid or unenforceable, the remaining provisions will remain in full force and effect.

25.7 Assignment. You may not assign or transfer your rights or obligations under these Terms without Cleany’s prior written consent. Cleany may assign these Terms in connection with a merger, acquisition, reorganization, or sale of assets.

25.8 Entire Agreement; Order of Priority. These Terms, together with any incorporated policies and the Privacy Policy, constitute the entire agreement between you and Cleany regarding the Platform and Services, and supersede all prior understandings. If Cleany enters into a separate written agreement with you for commercial services (e.g., a proposal, statement of work, or service agreement), that agreement will govern to the extent it conflicts with these Terms.

25.9 Contact. For questions, complaints, cancellations, or reclean requests, contact Cleany using the information provided on the Platform.

26. User Content; License; Prohibited Content.
    26.1 Definitions. “User Content” means all content you submit, post, upload, or otherwise provide to the Platform or to Cleany in connection with the Services, including text, photos, video, audio, and other materials.
    26.2 License Grant. By submitting User Content to the Platform, you grant Cleany and its affiliates a worldwide, non-exclusive, royalty-free, transferable, sublicensable license to use, reproduce, distribute, adapt, publish, translate, and display such User Content in connection with operating, promoting, and improving the Platform and Services and for other Cleany business purposes. You represent and warrant that you have all rights necessary to grant this license.
    26.3 Prohibited Content; Representations. You will not submit User Content that is illegal, infringing, defamatory, obscene, pornographic, hateful, abusive, or that violates the privacy or publicity rights of others. You represent and warrant that your User Content does not infringe any third-party rights and will not cause Cleany to violate any law. Cleany may refuse, remove, or disable access to any User Content that Cleany reasonably believes violates these Terms or is otherwise objectionable.
    26.4 Right to Edit/Remove; No Obligation to Monitor. Cleany may, but is not required to, monitor, review, or moderate User Content. Cleany reserves the right to edit, refuse, remove, or disable access to User Content for any reason, including violation of these Terms. Cleany does not undertake to monitor User Content but may remove content in its discretion.
    26.5 No Compensation. Unless otherwise agreed in writing, you acknowledge and agree that you will not receive monetary compensation for User Content used by Cleany pursuant to this Section 26.
27. Accessibility; No Guarantee; Indemnification. Cleany does not warrant that the Platform or Services will be uninterrupted or error-free, or that every page, feature, or function meets all accessibility standards in every jurisdiction. Despite Cleany’s reasonable efforts, there may be limitations or pages that are not fully accessible. If you encounter an accessibility problem, please contact Cleany using the Platform contact details so that Cleany may attempt to address the issue. To the maximum extent permitted by law, Cleany will not be liable for any damages arising from inability to use the Platform or from any alleged non-compliance with any disability-related laws. You agree to indemnify and hold Cleany harmless from and against any claims, damages, or expenses arising from your failure to follow any applicable accessibility requirements or from any claims related to content you provide.
28. Certificate of Insurance (COI).

If a building or Property requires a Certificate of Insurance (COI) for Cleaners to access or perform Services, you must request such COI from Cleany at least two (2) business days in advance of the scheduled service. Failure to request a required COI in the required time may result in cancellation or rescheduling and applicable cancellation fees under Section 10.

29. Contact; Notices; Customer Support

29.1 Customer Support. For questions, complaints, cancellations, reclean requests, refund inquiries, or other customer service matters, you may contact Cleany using the contact details listed on the Platform or in your customer portal.

29.2 Legal Notices. Legal notices must be sent to:

Cleany Corp.

1111 Lincoln Road,
Miami, FL 33139

or to the email address designated for legal notices on the Platform.

Notices will be deemed given when received.

29.3 Electronic Delivery. You consent to receive communications from Cleany electronically, including legal notices, disclosures, and account-related communications. Such communications may be delivered by email, in-app message, or other electronic means and will have the same legal effect as communications in writing.

29.4 Updates to Contact Information. Cleany may update its contact details from time to time by posting the updated information on the Platform. It is your responsibility to review the Platform for the most current contact information.

29.5 Entire Section Purpose. This Section 29 governs how you may contact Cleany and how Cleany may deliver notices to you in connection with these Terms, the Platform, and the Services.