Last Updated: May 4th 2026
This Service Agreement (“Agreement”) is entered into by and between Reliable Cleans LLC (“Company,” “Reliable Cleans,” “we,” “us”) and the individual or entity requesting referral services (“Customer,” “you”). Reliable Cleans LLC operates as a Domestic Referral Agency that connects Customers with independent professional cleaners (“Service Providers”). Reliable Cleans does not provide cleaning services directly. By booking through our platform, you are engaging an independent Service Provider for cleaning services and you agree to the following terms.
Reliable Cleans LLC operates exclusively as a Domestic Referral Agency under California Business & Professions Code §7100 et seq., and qualifies for the referral agency exemption under California Labor Code §2777 (AB 5).
• Referral Agency Model: Reliable Cleans does not provide cleaning services directly. Our business is connecting Customers with independent Service Providers who operate their own cleaning businesses.
• Customer Engages Service Provider Directly: By booking through our platform, you (the Customer) are engaging an independent Service Provider to perform cleaning services at your property. Reliable Cleans facilitates the connection, scheduling, and payment processing on the Service Provider’s behalf, but is not a party to the cleaning services performed.
• Independent Contractor Status: All Service Providers are independent contractors. They are not employees, agents, partners, or representatives of Reliable Cleans LLC.
• No Control Over Manner of Work: Reliable Cleans 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, supplies, and professional judgment in performing services.
• Service Provider Tools and Supplies: Service Providers provide their own tools, supplies, and equipment necessary to perform cleaning services.
• Service Provider Credentials: Service Providers maintain their own business licenses, tax registrations, and any required professional licenses, permits, or certifications as required by the jurisdictions in which they perform services.
• Independently Established Businesses: Service Providers are engaged in independently established cleaning businesses of the same nature as the work performed through the platform. Service Providers hold themselves out to the public as available to provide cleaning services.
• Independent Clientele and No Exclusivity: Reliable Cleans does not restrict Service Providers from maintaining their own clientele. Service Providers are free to seek work elsewhere, including through competing referral agencies, platforms, or directly with clients, and are not required to work exclusively with Reliable Cleans.
• Right to Accept or Decline Engagements: Service Providers have the unrestricted right to accept or decline any engagement offered through the platform without penalty by Reliable Cleans. The rate displayed at booking represents an offered rate for the requested engagement. Final assignment of a Service Provider is confirmed only when a Service Provider accepts the engagement.
• Service Provider Rate Setting: Service Providers independently set the service rates at which they are willing to perform cleaning engagements. Service Provider rates are established at onboarding and may be renegotiated by the Service Provider. The total amount displayed at booking reflects the Service Provider’s rate plus a referral fee retained by Reliable Cleans for connecting the Customer with the Service Provider and for platform services (scheduling, payment processing, and customer support).
• Hours and Terms of Work: Consistent with the nature of the work, Service Providers set their own hours and terms of work or negotiate their hours and terms of work directly with the Customer.
• Service Performed Under Service Provider’s Name: Cleaning services are performed by Service Providers under their own businesses. Reliable Cleans’ role is limited to referral, scheduling, payment processing, and customer support.
• Right to Refer Different Service Providers: Reliable Cleans reserves the right to refer a different available Service Provider than originally scheduled, subject to that Service Provider’s acceptance of the engagement. Customer preference for a specific Service Provider does not constitute a contractual obligation, and a change in Service Provider is not grounds for cancellation without fee or any form of dispute.
Total Quoted Price: The total quoted price displayed at booking reflects the Service Provider’s rate for the requested engagement plus a referral fee retained by Reliable Cleans for matching, scheduling, payment processing, and platform services.
Payment Authorization: You authorize Reliable Cleans to charge your credit card on file for the full amount of the engagement, plus any applicable fees (cancellation, rescheduling, lock-out, or adjustments) immediately upon completion of the service. Reliable Cleans processes payment on behalf of the Service Provider and remits the Service Provider’s portion to them, retaining only the referral fee and any applicable platform charges.
Recurring Discount Eligibility: To maintain a discounted recurring rate (weekly, bi-weekly, or monthly) or the deep clean upgrade pricing (Spring Clean Special or similar offers), 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, Reliable Cleans 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 is 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 13) 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, Reliable Cleans 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.
Gratuity: Any gratuity you choose to leave is paid directly to the Service Provider and is not collected, processed, or managed by Reliable Cleans. Reliable Cleans makes no representation regarding tip distribution and bears no liability for tip-related disputes between you and the Service Provider.
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.
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.
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.
• 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 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 condition will be presumed 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.
To ensure fairness to Service Providers who reserve time for your appointment, the following schedule applies:
Arrival Window: To account for traffic, parking, and prior appointment completion times, a one (1) hour arrival window is utilized. 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.
Cancellation Within 48 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.
You are solely responsible for ensuring the Service Provider can access your property at the scheduled time.
24-Hour Reporting Window: If you are unsatisfied with any aspect of the cleaning, you must notify Reliable Cleans within 24 hours of service completion. Reports submitted after this window are not eligible for the satisfaction guarantee.
The Remedy — Re-Clean Only: Reliable Cleans will coordinate with the Service Provider to return and address the specific areas of concern at no additional cost if it is determined that we missed items on the checklist within the allotted time. If the clean was not completed because the cleaning crew ran out of time, then this is not eligible for a re-clean or any other type of remedy. This is clearly communicated on our checklist and in pre-job emails.
No Monetary Refunds: Reliable Cleans does not offer monetary refunds under any circumstances. Service Providers are compensated for their labor upon completion of service, and the 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.
Service Providers take care in every home, but certain items and conditions carry inherent risk that cannot be fully mitigated through standard cleaning practices.
•
Right to Refuse Service: Reliable Cleans and
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.
• Customer 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 Customer engages in conduct toward a Service Provider that is threatening, harassing, sexually inappropriate, or otherwise hostile or abusive, Reliable Cleans reserves the right to immediately cancel the appointment, terminate the customer relationship, suspend all future bookings, and retain any fees already collected for services rendered or time incurred. Customers are expected to treat Service Providers with basic professional respect as a condition of continued service.
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. Reliable Cleans 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 3.
Property Authorization: You warrant that you are legally authorized to grant access to the property being cleaned.
Prohibition: You agree not to solicit or directly engage any Service Provider referred through Reliable Cleans for work outside of the platform, during your service relationship and for one (1) year following your last service date. This non-circumvention provision protects the referral relationship and is consistent with industry-standard referral agency practice; it does not restrict the Service Provider’s right to maintain an independent clientele or to work through other referral agencies or platforms.
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 cleaning services performed by a Service Provider. Service Providers are independent contractors responsible for their own work product, conduct, and any claims arising from their services.
Liability Cap: To the maximum extent permitted by applicable law, Reliable Cleans’ 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 by a Service Provider, your interaction with a Service Provider, or your failure to comply with the terms of this Agreement.
Force Majeure: Reliable Cleans is 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, Reliable Cleans will notify affected customers as required by applicable California law. Reliable Cleans’ liability for any data incident is limited to the extent permitted by law and subject to the liability cap set forth in this section.
PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS, INCLUDING YOUR RIGHT TO FILE A LAWSUIT IN COURT.
Internal Dispute Process First: Before initiating arbitration, you agree to first contact Reliable Cleans at support@reliablecleans.com to allow Reliable Cleans the opportunity to resolve the dispute informally within 30 days of notice.
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.
Reliable Cleans is committed to protecting your personal information in compliance with the California Consumer Privacy Act (CCPA) and applicable data protection laws.
Entire Agreement: This Agreement constitutes the entire agreement between you and Reliable Cleans with respect to the subject matter and supersedes any prior agreements or understandings.
Severability: If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions will remain in full force and effect.
Modification: Reliable Cleans may modify this Agreement from time to time. Material changes will be communicated through the platform or by email. Your continued use of the platform after such changes constitutes acceptance of the modified Agreement.
Assignment: You may not assign your rights or obligations under this Agreement without prior written consent from Reliable Cleans. Reliable Cleans may assign this Agreement at its discretion.
Contact: Questions regarding this Agreement may be directed to support@reliablecleans.com.
Program Name and Description: The Reliable Cleans LLC SMS Program sends text messages to opted-in contacts, including responses to inquiries, quotes and estimate follow-ups, appointment confirmations and reminders, customer support communications, and occasional promotional offers.
Opt-Out Instructions: You can cancel the SMS service at any time by texting STOP. Upon sending “STOP,” we will confirm your unsubscribe status via SMS. Following this confirmation, you will no longer receive SMS messages from us.
Rejoining: To rejoin after opting out, sign up as you did initially and we will resume sending SMS messages to you.
Help Instructions: If you experience issues with the messaging program, reply with the keyword HELP for more assistance, or contact us directly at support@reliablecleans.com or (858) 302-4201.
Carrier Liability: Carriers are not liable for delayed or undelivered messages.
Message and Data Rates: Message and data rates may apply for messages sent to you from us and to us from you. Message frequency varies. For questions about your text plan or data plan, contact your wireless provider.
Eligibility: You must be 18 years of age or older to opt in to the SMS program.
Privacy: For privacy-related inquiries, please refer to our Privacy Policy: https://reliablecleans.com/privacy-policy/
Compliance: This program is operated in compliance with applicable industry standards, including CTIA messaging guidelines, and applicable federal and state law, including the Telephone Consumer Protection Act (TCPA).