Terms of Service

Service Agreement & Terms of Service

Last Updated: April 1, 2026

This Service Agreement (“Agreement”) is entered into by and between Reliable Cleans LLC (“Company,” “we,” “us”) and the individual or entity requesting services (“Customer,” “you”). By booking a service through our platform, you agree to the following terms:

1. PAYMENT TERMS & FEE STRUCTURE

Referral Fee: Our total quoted price includes a referral fee for our administrative and matching services.
Payment Authorization: You authorize the Company to charge your credit card on file for the full amount of the service, plus any applicable fees (cancellation, rescheduling, lock-out, or adjustments) immediately upon completion of the service.
Recurring Discount Eligibility: To maintain a discounted recurring rate (weekly, bi-weekly, or monthly) or the first-time customer discount (deep clean at standard pricing), a minimum of three (3) completed appointments at the booked frequency is required. If service is terminated or frequency is reduced before the third appointment, the Company reserves the right to retroactively charge the difference between the discounted rate and the applicable one-time rate for all prior appointments, and to bill that difference to the card on file. The maximum retroactive adjustment will not exceed the difference in published rates for the number of appointments completed. This policy will be disclosed at the time of booking.
Chargeback Policy: Initiating a credit card chargeback or payment dispute without first exhausting our internal dispute resolution process (see Section 6) is considered a material breach of this Agreement, to the extent permitted by applicable law. You agree to contact us at support@reliablecleans.com before contacting your card issuer. If a chargeback is initiated, the Company reserves the right to recover the full disputed amount plus any chargeback fees and processing costs incurred. Accounts with unresolved chargebacks may be suspended pending resolution. Nothing in this clause limits your statutory rights as a cardholder under applicable law.
Liability Cap: In no event shall the Company’s total liability to you for any claim arising from a specific service appointment exceed the amount you paid for that appointment, except in cases of gross negligence or willful misconduct.
Gratuity: Any gratuity you choose to leave is paid directly to the Service Provider and is not collected, processed, or managed by Reliable Cleans. The Company makes no representation regarding tip distribution and bears no liability for tip-related disputes between you and the Service Provider.

2. PHOTO UPLOAD POLICY & PRE-SERVICE DOCUMENTATION

Photo documentation is a mandatory step in our service process. It protects you in the event of a legitimate concern and protects Service Providers from inaccurate claims.
Pre-Service Photos Required: You are required to upload photos of all areas to be cleaned before your appointment window begins. These photos establish an objective, timestamped baseline record of the property’s condition. Photos submitted after the service has started will not be accepted as pre-service documentation.
How to Upload: Photos must be submitted through the secure link provided in your booking confirmation email.

WAIVER — Failure to Upload Photos: IF YOU FAIL TO SUBMIT PRE-SERVICE PHOTOS AS REQUIRED, YOU PERMANENTLY AND IRREVOCABLY WAIVE YOUR RIGHT TO: (a) request a re-clean of any area, (b) request any form of refund or credit, (c) file any damage claim, and (d) file any dispute or complaint of any kind regarding the service. Without photo documentation, the Company cannot distinguish pre-existing conditions from anything that may have occurred during the service and has no obligation to act on any claim.

No Liability Without Documentation: In the absence of pre-service photos, Reliable Cleans will not investigate, process, or honor any claim related to property damage, surface condition, or cleaning quality. This policy is applied equally to all customers without exception.

3. FIRST-CLEAN WALKTHROUGH, SIGN-OFF & PRE-EXISTING DAMAGE

For all first-time cleanings, a structured walkthrough is required to protect both parties and establish a clear record of the property’s condition.
Walkthrough Requirement: Upon completion of your first cleaning, the Service Provider will conduct a room-by-room walkthrough with you before departing. This is your opportunity to identify any concerns while the Service Provider is still present and able to address them immediately.

WAIVER — Refusal to Walk Through: IF YOU DECLINE, REFUSE, OR FAIL TO PARTICIPATE IN THE WALKTHROUGH FOR ANY REASON, YOU PERMANENTLY AND IRREVOCABLY WAIVE YOUR RIGHT TO: (a) request a re-clean of any area, (b) request any form of refund or credit, and (c) file any dispute or complaint regarding the quality, completeness, or outcome of the service. Your refusal to participate constitutes acknowledgment that the service was completed satisfactorily.

Satisfaction Sign-Off: If you are satisfied following the walkthrough, you will be asked to sign a confirmation. A signed confirmation is final and binding and permanently closes your right to dispute the quality of that specific service appointment.
Pre-Existing Damage — Disclosure Requirement: You are required to disclose any pre-existing damage, wear, staining, or defects before service begins. This includes but is not limited to: scratched or worn surfaces, chipped fixtures, stained grout, broken hardware, deteriorated finishes, or any item in a fragile condition.
No Liability for Pre-Existing or Undisclosed Damage: Reliable Cleans and its Service Providers are not responsible for damage to items, surfaces, or areas that were already damaged, worn, fragile, or defective prior to the cleaning. If damage is reported and no pre-service photos were submitted and no prior disclosure was made, the Company will presume the condition was pre-existing. No refund, re-clean, or compensation will be issued.
Signed Walkthrough as Final Record: A completed and signed walkthrough confirmation is conclusive evidence that no damage was observed at the time of service completion. Damage claims made after a signed walkthrough will be denied.

4. CANCELLATION & RESCHEDULING POLICY

To ensure fairness to Service Providers who reserve time for your appointment, we enforce the following schedule:

Arrival Window: To account for traffic, parking, and prior appointment completion times, we utilize a one (1) hour arrival window. A Service Provider is considered on time if they arrive within 60 minutes of the scheduled start time.
Customer Presence: If you choose to be present for the arrival, please ensure you are available throughout the full arrival window to provide access.
24–48 Hour Notice: No cancellation or rescheduling fee.
Cancellation Within 24 Hours: A $100 cancellation fee will be charged to the card on file to compensate the Service Provider whose time was reserved for your appointment.
Same-Day Rescheduling: If you reschedule on the day of the scheduled service, a $100 rescheduling fee will be charged to the card on file. Last-minute rescheduling prevents the Service Provider from filling their schedule and directly impacts their livelihood.

5. ACCESS, LOCK-OUT & KEY POLICY

You are solely responsible for ensuring the Service Provider can access your property at the scheduled time.

Entry Instructions Required: You must provide clear and accurate entry instructions prior to your appointment (e.g., door code, key location, or arrangement for someone to be present).
Lock-Out Fee: If the Service Provider arrives and is unable to gain entry due to missing, incorrect, or insufficient entry instructions, a $100 lock-out fee will be charged to the card on file. A lock-out occurs when the Service Provider cannot access the property within a reasonable time and no reachable contact is available to resolve the issue.
Key & Access Device Responsibility: If you provide a physical key, garage code, lockbox combination, or any other access credential to a Service Provider, you do so at your own risk. Reliable Cleans is not responsible for the loss, misuse, duplication, or unauthorized use of any access credentials provided directly to a Service Provider. You are responsible for retrieving keys or updating access codes at the conclusion of your service relationship.
Property Access Authorization: By booking a service, you warrant that you are the legal owner or authorized occupant of the property and have the legal right to grant access to a third party. Reliable Cleans bears no liability arising from unauthorized bookings or access granted without proper authority.

6. SATISFACTION GUARANTEE (RE-CLEAN POLICY)

24-Hour Reporting Window: If you are unsatisfied with any aspect of the cleaning, you must notify us within 24 hours of service completion. Reports submitted after this window are not eligible for our satisfaction guarantee.
The Remedy — Re-Clean Only: We will coordinate with the Service Provider to return and address the specific areas of concern at no additional cost. This is the sole and exclusive remedy available under our satisfaction guarantee.
No Monetary Refunds: We do not offer monetary refunds under any circumstances. Service Providers are compensated for their labor upon completion of service, and our guarantee is strictly limited to a re-clean of disputed areas.
Guarantee Eligibility: To be eligible, you must have (a) participated in the first-clean walkthrough if applicable, and (b) submitted pre-service photos as required. Failure to meet either condition forfeits your right to any remedy.

7. FRAGILE ITEMS, HIGH-RISK AREAS & PAINTED SURFACES

Reliable Cleans takes care in every home, but certain items and conditions carry inherent risk that cannot be fully mitigated through standard cleaning practices.

High-Risk Items: You acknowledge that cleaning around or near the following categories of items is done at your own risk: antiques, fine art, unsecured or wall-mounted televisions, collectibles, items on high shelves, glassware, decorative objects, and any item that is fragile, irreplaceable, or in a deteriorated condition.
Service Provider Discretion: Service Providers reserve the right to decline cleaning in or around areas where fragile or high-risk items cannot be reasonably secured or moved prior to service. This is not grounds for a service dispute or fee waiver.
No Liability for Fragile or Unsecured Items: Reliable Cleans and its Service Providers are not liable for damage to any item that was fragile, improperly secured, or in a deteriorated state at the time of service, regardless of whether the damage was directly caused by cleaning activity.
Painted Surfaces — Walls, Baseboards & Trim: Walls, baseboards, and trim that exhibit paint wear, chipping, fading, scuffing, or any condition that would necessitate repainting are, by definition, in a pre-existing deteriorated state. The act of cleaning such surfaces may expose underlying wear, cause paint to lift, or make pre-existing imperfections more visible. Reliable Cleans and its Service Providers are not liable for any paint damage, discoloration, chipping, or need for repainting that becomes apparent following a cleaning service. Any such condition will be presumed pre-existing unless documented damage was reported during or immediately following the walkthrough and supported by pre-service photo documentation.

8. SERVICE SCOPE & RIGHT TO REFUSE

Scope Limitations: Standard cleaning services do not include: exterior windows, interior walls, cleaning above reachable height without a ladder, moving heavy furniture, removing mold or biohazardous material, interior oven cleaning unless booked as a deep clean add-on, or any task outside the scope of the booked service. Disputes regarding tasks not included in the booked scope will not be honored.
Wall & Baseboard Cleaning Scope: Standard cleaning includes light dusting or wiping of accessible baseboards and reachable wall surfaces as part of general maintenance cleaning. It does not include scrubbing, stain removal, grease removal, scuff removal, or any effort that could reasonably be construed as surface preparation for repainting or restoration. Customers requiring intensive wall or baseboard work must book a specific deep clean add-on in advance. Failure to book the appropriate service level is not grounds for a dispute, re-clean, or refund.
Right to Substitute Providers: Reliable Cleans reserves the right to assign or substitute a different Service Provider than originally scheduled, at any time and without prior notice. Preference for a specific provider does not constitute a contractual obligation, and substitution is not grounds for cancellation without fee or any form of dispute.
Right to Refuse Service: Reliable Cleans and its Service Providers reserve the right to refuse or immediately discontinue service if the property shows signs of biohazards (including but not limited to human or animal waste, mold, blood, or hazardous materials), pest or insect infestations, or hoarding conditions. The full service fee will be charged for the Service Provider’s time and travel. Customers are strongly encouraged to disclose such conditions in advance.
Client Conduct Toward Service Providers: Reliable Cleans is committed to ensuring that Service Providers can perform their work in a safe and respectful environment. If a client engages in conduct toward a Service Provider that is threatening, harassing, sexually inappropriate, or otherwise hostile or abusive, the Agency reserves the right to immediately cancel the appointment, terminate the client relationship, suspend all future bookings, and retain any fees already collected for services rendered or time incurred. Clients are expected to treat Service Providers with basic professional respect as a condition of continued service.

9. CUSTOMER RESPONSIBILITIES

Safe Environment: You agree to provide a safe working environment, including securing pets, disclosing hazardous conditions, and ensuring the property is reasonably accessible and safe for the Service Provider.
Valuables: Please secure all jewelry, cash, and sentimental items prior to service. The Company is not liable for the loss of unsecured valuables.
Pre-Service Disclosure: You are responsible for disclosing pre-existing damage, fragile items, hazardous conditions, and any special circumstances before your appointment. Failure to disclose forfeits your right to any related claim.
Photo Documentation: You are responsible for uploading pre-service photos as required under Section 2.
Property Authorization: You warrant that you are legally authorized to grant access to the property being cleaned.

10. NON-CIRCUMVENTION & RECRUITMENT FEE

Prohibition: You agree not to solicit or directly engage any Service Provider referred through Reliable Cleans for work outside of our platform, during your service relationship and for one (1) year following your last service date.
No Liability as Referral Agency: Reliable Cleans operates as a domestic referral agency and is not liable for any damages, theft, injuries, losses, or outcomes arising from the services performed by a Service Provider.
Liability Cap: To the maximum extent permitted by applicable law, the Company’s total liability to you arising from any single service appointment shall not exceed the amount paid for that specific appointment. This cap applies to all causes of action in the aggregate, including breach of contract, tort, and statutory claims, except in cases of gross negligence or willful misconduct.
Hold Harmless: You agree to indemnify and hold Reliable Cleans LLC harmless from any claims, disputes, or liabilities arising from the performance of cleaning services, your interaction with a Service Provider, or your failure to comply with the terms of this Agreement.
Force Majeure: We are not liable for delays or failures caused by acts of God, traffic, weather, or other events beyond our reasonable control.
Data & Security Incidents: Reliable Cleans employs commercially reasonable measures to protect customer data, including payment information and property access credentials. In the event of a data security incident, we will notify affected customers as required by applicable California law. The Company’s liability for any data incident is limited to the extent permitted by law and subject to the liability cap set forth in this section.

11. LIMITATION OF LIABILITY & INDEMNIFICATION

No Liability as Referral Agency: Reliable Cleans operates as a domestic referral agency and is not liable for any damages, theft, injuries, losses, or outcomes arising from the services performed by a Service Provider.
Liability Cap: To the maximum extent permitted by applicable law, the Company’s total liability to you arising from any single service appointment shall not exceed the amount paid for that specific appointment. This cap applies to all causes of action in the aggregate, including breach of contract, tort, and statutory claims, except in cases of gross negligence or willful misconduct.
Hold Harmless: You agree to indemnify and hold Reliable Cleans LLC harmless from any claims, disputes, or liabilities arising from the performance of cleaning services, your interaction with a Service Provider, or your failure to comply with the terms of this Agreement.
Force Majeure: We are not liable for delays or failures caused by acts of God, traffic, weather, or other events beyond our reasonable control.
Data & Security Incidents: Reliable Cleans employs commercially reasonable measures to protect customer data, including payment information and property access credentials. In the event of a data security incident, we will notify affected customers as required by applicable California law. The Company’s liability for any data incident is limited to the extent permitted by law and subject to the liability cap set forth in this section.

12. GOVERNING LAW & DISPUTE RESOLUTION

PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS, INCLUDING YOUR RIGHT TO FILE A LAWSUIT IN COURT.

Mandatory Arbitration: Any dispute, claim, or controversy arising out of or relating to this Agreement, or the breach, termination, enforcement, interpretation, or validity thereof, shall be resolved exclusively by binding arbitration administered by JAMS or a mutually agreed arbitration provider, in San Diego County, California, under the applicable arbitration rules in effect at the time of the dispute.
Class Action Waiver: YOU AND RELIABLE CLEANS EACH WAIVE THE RIGHT TO A TRIAL BY JURY AND THE RIGHT TO PARTICIPATE IN A CLASS ACTION LAWSUIT OR CLASS-WIDE ARBITRATION. All claims must be brought in your individual capacity, and not as a plaintiff or class member in any purported class or representative proceeding.
Small Claims Exception: Either party may bring an individual claim in small claims court in San Diego County if the claim qualifies under that court’s jurisdictional limits, without first submitting to arbitration.
Governing Law: This Agreement is governed by the laws of the State of California, without regard to conflict of law principles.
Internal Dispute Process First: Before initiating arbitration, you agree to first contact us at support@reliablecleans.com to allow us the opportunity to resolve the dispute informally within 30 days of notice.

13. PRIVACY

Reliable Cleans is committed to protecting your personal information in compliance with the California Consumer Privacy Act (CCPA) and applicable data protection laws.

Data We Collect: We collect personal information necessary to facilitate your cleaning referrals, including your name, contact information, property address, payment information, entry credentials, and service history. We may also collect photos submitted by you as part of the pre-service documentation process.
How We Use Your Data: Your data is used solely to facilitate service referrals, process payments, communicate with you about your appointments, and improve our platform. We do not sell your personal information to third parties.
Your Rights Under CCPA: As a California resident, you have the right to: (a) know what personal information we collect and how it is used; (b) request deletion of your personal information; (c) opt out of the sale of your personal information (we do not sell data); and (d) receive equal service and price regardless of whether you exercise your privacy rights. To submit a request, contact us at support@reliablecleans.com.
Access Credentials: Any entry codes, lockbox combinations, or other access credentials you provide are stored securely and used solely to facilitate your scheduled service. You are encouraged to update access credentials after your service relationship concludes.
Data Breach Notification: In the event of a data security incident affecting your personal information, we will notify you as required by California law.

14. NATURE OF SERVICES (DOMESTIC REFERRAL AGENCY)

Reliable Cleans LLC operates exclusively as a Domestic Referral Agency as defined under California Business & Professions Code §7100 et seq., and complies with applicable requirements under California Assembly Bill 5 (AB5) and the Borello standard where applicable.
Referral Agency Model: We do not provide cleaning services directly. Our core business is connecting homeowners and property managers with independent professional cleaners (“Service Providers”) who operate their own cleaning businesses.
Independent Contractors: All Service Providers have been evaluated for independent contractor classification and operate independently. They are not employees, agents, or representatives of Reliable Cleans LLC.
No Control Over Manner of Work: The Company does not supervise, direct, or control the manner or means by which a Service Provider performs cleaning services. Service Providers retain full discretion over their methods, tools, and professional judgment in performing services.
Rate Setting: Service pricing communicated through our platform reflects a referral fee for our matching and administrative services. Service Providers independently set their service rates, which are incorporated into the total quoted price.
No Exclusivity: Service Providers are free to work with other referral agencies, platforms, or clients and are not required to work exclusively with Reliable Cleans.

BY PROCEEDING WITH YOUR BOOKING, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THIS SERVICE AGREEMENT IN ITS ENTIRETY. IF YOU DO NOT AGREE, DO NOT BOOK A SERVICE.