Terms of Service

1. Introduction and Acceptance

Welcome to CLEENLY. These Terms of Service ("Terms") govern your use of the CLEENLY website (cleenly.com) and services. CLEENLY is a platform that connects customers with independent cleaning professionals in the Seattle area.

By using CLEENLY, you agree to these Terms. If you do not agree, please do not use our services.

CLEENLY reserves the right to modify these Terms at any time. We will notify you of significant changes by email or by posting a notice on our website. Your continued use of CLEENLY after changes constitutes acceptance of the modified Terms.

2. Description of Service

CLEENLY operates a marketplace platform that:

Allows customers to book house cleaning services
Connects customers with vetted, independent cleaning professionals
Facilitates scheduling, payment, and communication
Provides customer support for booking-related issues

Important

CLEENLY is a platform, not a cleaning company. Cleaners on our platform are independent contractors, not CLEENLY employees. CLEENLY facilitates the connection and transaction but does not directly employ the cleaners or supervise their work.

3. User Eligibility

To use CLEENLY, you must:

Be at least 18 years old
Have the legal authority to enter into a binding agreement
Provide accurate and complete information
Have a valid payment method
Have the right to authorize access to the service address

CLEENLY services are currently available only in the Seattle metropolitan area and surrounding cities in Washington State.

4. Account Registration

Account Creation: Creating an account is optional for booking but required for managing recurring appointments and preferences.

Account Security: You are responsible for maintaining the confidentiality of your account credentials. Notify us immediately if you suspect unauthorized access.

Accurate Information: You agree to provide accurate, current, and complete information. CLEENLY may suspend or terminate accounts with false information.

One Account: Each person may have only one CLEENLY account. Duplicate accounts may be terminated.

5. Booking and Service

Booking Process

You select the type of cleaning service, provide home details, and choose a date/time
CLEENLY provides a price estimate based on information you provide
You confirm the booking and provide payment information
CLEENLY matches you with an available cleaner
You receive confirmation with cleaner details and final price

Price Estimates

Prices shown during booking are estimates based on information you provide. Final price may vary if:

Home size or condition differs significantly from description
Additional services are requested on-site
Access issues cause delays

You will be notified of any price changes before being charged.

Service Address & Access

You must provide accurate address and access instructions. CLEENLY is not responsible for delays or failed appointments due to incorrect information. If access is not provided and the cleaner cannot enter, cancellation fees may apply.

6. Cancellation PolicyIMPORTANT

More than 24 hours before appointment

✓ Full refund
✓ No cancellation fee
✓ Cancel online or email hello@cleenly.com

12-24 hours before appointment

• 50% cancellation fee may apply
• Remaining 50% refunded
• This compensates the cleaner who reserved time

Less than 12 hours before appointment

• Full charge may apply
• No refund
• Cleaner has already committed their time

No-Show

• Full charge applies
• No refund

How to Cancel

Use the cancellation link in your confirmation email
Email hello@cleenly.com with your booking reference
Log into your account and cancel from booking history

Exceptions

We understand emergencies happen. If you have an emergency (medical, family, etc.), contact us and we will review your situation individually. Repeat emergency cancellations may be evaluated.

CLEENLY Cancellations

In rare cases, CLEENLY may need to cancel your booking (cleaner illness, emergency, etc.). If this happens, you receive a full refund, we will attempt to reschedule or find an alternative cleaner, and we will notify you as soon as possible.

7. Rescheduling Policy

More than 24 hours before: Free rescheduling, subject to availability
Less than 24 hours before: Treated as cancellation + new booking, cancellation fees may apply

Reschedule via the link in your confirmation email, your account, or by emailing hello@cleenly.com.

8. Payment TermsIMPORTANT

Payment Method: We accept major credit cards, debit cards, Apple Pay, and Google Pay. Payment is processed securely through Stripe.
Authorization: Your payment method is authorized when you book. You are not charged until after the cleaning is completed.
Final Charge: The final charge is processed within 24 hours of service completion. It may differ from the estimate if service scope changed, home conditions required extra time, or you approved additional charges.
Declined Payment: If your payment method is declined, you must provide a valid alternative within 48 hours or your booking may be cancelled.
Tips: Tips are optional but appreciated. You can tip in cash or through the platform after service completion. 100% of tips go to the cleaner.
Disputes: If you believe a charge is incorrect, contact hello@cleenly.com within 7 days. We will review and resolve the issue.

9. Refund PolicyIMPORTANT

Refunds for Cancellations: See Cancellation Policy above.

Refunds for Service Issues

If you are not satisfied with your cleaning:

Contact us within 24 hours of service completion
Describe the specific issues
Provide photos if applicable

Our Resolution Process

First Option — Re-Clean: We will send a cleaner to address the specific issues at no additional charge. This is our preferred resolution.
Second Option — Partial Refund: If a re-clean doesn't resolve the issue or isn't practical, we may offer a partial refund proportional to the unsatisfactory portion of the service.
Third Option — Full Refund: In rare cases of significant service failure, we may offer a full refund. This is evaluated case by case.

What Is NOT Covered

Complaints made more than 24 hours after service
Issues not related to cleaning quality (personality conflicts, minor time variations)
Pre-existing damage or conditions
Areas you did not request to be cleaned
Unreasonable expectations beyond the service booked

Refund Processing: Approved refunds are processed within 5-7 business days to your original payment method.

10. Service GuaranteeIMPORTANT

CLEENLY's 24-Hour Guarantee

If something isn't right with your cleaning, tell us within 24 hours and we'll make it right:

We'll send someone back to fix the specific issues
No extra charge for the re-clean
If re-clean doesn't solve it, we'll discuss refund options

This guarantee requires reporting issues within 24 hours, specific description of what wasn't done correctly, photos of problem areas (when applicable), and reasonable opportunity to resolve the issue.

11. User Responsibilities

As a CLEENLY customer, you agree to:

Accurate Information: Provide accurate home details, contact information, and access instructions.
Safe Environment: Ensure the property is safe for the cleaner. This includes securing aggressive pets, disclosing hazards, and providing working utilities.
Respect: Treat cleaners with respect. Harassment, discrimination, or inappropriate behavior will result in account termination.
Legal Compliance: Ensure you have the legal right to authorize cleaning at the service address.
Valuables: Secure valuable items, cash, and sensitive documents.
Prohibited Requests: Do not ask cleaners to perform work outside the scope of cleaning services.

12. Damage and Liability

Cleaner Insurance: All cleaners on the CLEENLY platform carry liability insurance that covers accidental damage during cleaning.

Reporting Damage

Report damage within 24 hours of service completion
Provide photos and description of damage
Email hello@cleenly.com with "Damage Report" in subject line

Legitimate claims are processed through the cleaner's insurance. Resolution typically takes 10-15 business days. Maximum claim amount is $10,000 per incident.

13. Independent Contractor Relationship

Cleaners on CLEENLY are independent contractors, not employees. This means CLEENLY does not control how cleaners perform their work, does not provide equipment or supplies to cleaners, and cleaners set their own schedules and accept bookings at their discretion.

This does not affect your rights as a customer. The Service Guarantee and our policies apply regardless of employment status.

14. Intellectual Property

The CLEENLY website, logo, designs, and content are owned by CLEENLY and protected by copyright and trademark laws. By submitting reviews, photos, or other content, you grant CLEENLY a non-exclusive, royalty-free license to use, display, and distribute that content.

15. Prohibited Conduct

You agree not to:

Use CLEENLY for any unlawful purpose
Provide false or misleading information
Harass, abuse, or harm cleaners or CLEENLY staff
Circumvent the platform (booking directly with cleaners you found through CLEENLY)
Use automated tools to access or scrape our platform
Interfere with the security or operation of the platform
Post false reviews or manipulate the rating system

Violation of these terms may result in account suspension or termination.

16. Dispute Resolution

Informal Resolution: Before initiating formal proceedings, you agree to contact CLEENLY at hello@cleenly.com and attempt to resolve any dispute informally for at least 30 days.

Arbitration: Any dispute that cannot be resolved informally shall be resolved by binding arbitration in accordance with the rules of the American Arbitration Association. The arbitration shall take place in King County, Washington.

Class Action Waiver: You agree to resolve disputes with CLEENLY individually and waive any right to participate in a class action lawsuit or class-wide arbitration.

17. Governing Law

These Terms are governed by the laws of the State of Washington, without regard to conflict of law principles. Any legal action must be brought in the courts of King County, Washington.

18. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

CLEENLY IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND. CLEENLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

CLEENLY'S TOTAL LIABILITY FOR ANY CLAIM ARISING FROM THESE TERMS OR YOUR USE OF THE SERVICE IS LIMITED TO THE AMOUNT YOU PAID FOR THE SPECIFIC SERVICE GIVING RISE TO THE CLAIM.

CLEENLY IS NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR GOODWILL.

19. Indemnification

You agree to indemnify, defend, and hold harmless CLEENLY, its officers, directors, employees, and agents from any claims, liabilities, damages, losses, or expenses (including reasonable attorneys' fees) arising from your use of CLEENLY, your violation of these Terms, your violation of any third party's rights, or any content you submit to CLEENLY.

20. Termination

By You: You may stop using CLEENLY at any time. To delete your account, email hello@cleenly.com.

By CLEENLY: We may suspend or terminate your account at any time for violation of these Terms, fraudulent activity, or any other reason at our discretion. We will attempt to notify you before termination unless prohibited by law or immediate termination is necessary.

Effect of Termination: Upon termination, your right to use CLEENLY ends. Provisions that by their nature should survive termination will survive.

21. General Provisions

Entire Agreement: These Terms constitute the entire agreement between you and CLEENLY regarding the use of our services.
Severability: If any provision of these Terms is found unenforceable, the remaining provisions remain in effect.
Waiver: Failure to enforce any provision is not a waiver of that provision or any other.
Assignment: You may not assign these Terms. CLEENLY may assign these Terms without restriction.
Contact: Questions about these Terms? Email hello@cleenly.com with "Terms Question" in the subject line.