Customer Terms of Service

1. Platform Role

EverClean operates a technology-enabled marketplace that allows customers to request, schedule, pay for, and manage cleaning-related services performed by independent service professionals. EverClean provides platform infrastructure, booking tools, payment facilitation, support workflows, and quality administration. Unless expressly stated in a separate written agreement, EverClean is not the direct employer of service professionals and does not create an employment relationship between customers and service professionals.

2. Customer Eligibility and Account Responsibilities

Customers must provide accurate account, contact, property, access, and payment information. Customers are responsible for maintaining secure account credentials and for all activity occurring under their account.

3. Bookings and Service Scope

A booking is created when a customer submits service details, selects or confirms available options, agrees to the applicable terms, and authorizes payment. The service scope is limited to the selected service category, property details, add-ons, notes accepted through the platform, and any written confirmation issued by EverClean.

Service professionals may reject work that materially exceeds the selected scope, is unsafe, is unsanitary beyond normal cleaning expectations, or involves prohibited services.

4. Customer Responsibilities

• Provide safe and lawful access to the service location.
• Secure valuables, fragile items, cash, jewelry, medications, firearms, confidential documents, and sensitive personal property before service begins.
• Disclose pets, alarms, access codes, parking restrictions, building rules, special surfaces, damaged items, and safety hazards.
• Ensure utilities, water, electricity, lighting, heat/air as reasonably needed, and access to service areas are available.

5. Pricing, Taxes, Fees, and Payment Authorization

EverClean may use third-party payment processors, including Stripe, to collect customer payments, facilitate marketplace service transactions, issue payouts, manage refunds, process adjustments, and support tax reporting. By submitting a booking, the customer authorizes EverClean and its payment processor to charge the selected payment method for the displayed service price, applicable fees, taxes, adjustments, cancellation fees, and other amounts disclosed before confirmation or permitted under these Terms.

EverClean does not store full card numbers in the ordinary course of platform operations. Payment data may be processed and stored by third-party payment processors under their own security and compliance programs.

EverClean displays the service price and applicable platform fees before checkout where technically available. Custom quotes, commercial services, out-of-scope work, excessive condition adjustments, and add-ons may require separate approval.

6. Cancellations, Refunds, No-Shows, and Access Issues

Cancellation and refund rules are governed by the EverClean Cancellation and Refund Policy. If the customer denies access, fails to provide access information, is unavailable, or the property is unsafe or materially different from the booked scope, the booking may be treated as a late cancellation, no-show, or out-of-scope service.

7. Damage Claims and Quality Complaints

Customers must report quality issues, missing work, alleged property damage, or incident claims within the deadlines stated in the Damage Claims Policy. EverClean may request photos, videos, timestamps, invoices, repair estimates, item age, proof of ownership, professional response, and other evidence.

8. Prohibited and High-Risk Services

• No hazardous material removal, biohazard cleanup, mold remediation, asbestos, lead, medical waste, sharps, bodily fluids, pest infestation cleanup, crime scene cleanup, or regulated waste handling.
• No elevated exterior window cleaning, high-rise work, ladder work, scaffold work, lift work, rope access, roof work, or work requiring specialized licenses unless separately approved in writing and insured.
• No active construction-zone work unless the site is safe, cleared, authorized, and within the accepted marketplace service scope.
• No medical terminal disinfection, infection-control certification service, or healthcare regulated cleaning unless separately contracted, qualified, and approved.

9. Reviews and Marketplace Integrity

Customers may submit reviews only for genuine service experiences. EverClean may remove or restrict reviews that are fraudulent, abusive, discriminatory, threatening, irrelevant, paid, manipulated, or not based on a real marketplace service.

10. Insurance and Protection Disclaimer

Any statement regarding insurance, bonding, protection, claims support, or coverage is subject to active policy terms, limits, deductibles, exclusions, eligible service categories, and carrier requirements. EverClean does not guarantee that every claim, loss, incident, or service category will be covered by insurance.

11. Limitation of Liability

To the maximum extent permitted by law, EverClean is not liable for indirect, incidental, consequential, special, punitive, exemplary, or lost-profit damages arising from platform use or services. EverClean’s aggregate liability for a marketplace booking shall not exceed the amount paid to EverClean for the disputed booking, except where prohibited by applicable law.

12. Indemnity

The customer agrees to indemnify and hold harmless EverClean, its owners, officers, contractors, service professionals, vendors, and affiliates from claims arising out of inaccurate booking information, unsafe property conditions, customer misconduct, undisclosed hazards, prohibited service requests, payment disputes, or breach of these Terms.

13. Dispute Resolution

Disputes are governed by the separate EverClean Dispute Resolution and Arbitration Agreement where accepted and enforceable. Customers should first contact EverClean support for informal resolution.

14. Electronic Acceptance and Version Control

Use of the platform, creation of an account, submission of a booking, payment authorization, or clicking an acceptance checkbox may constitute acceptance of these Terms. EverClean may maintain electronic records of acceptance, including timestamp, IP address, user agent, document version, and acceptance text.