Terms of
Service
Effective Date: April 3, 2026
By using the KleanCierge website or booking any of our services, you agree to these terms. Please read them carefully.
1. Platform & Services
KleanCierge is a technology platform that connects customers with independent service professionals ("Service Pros" or "Your KleanCierge Pro") for home management services including cleaning, handyman, pest control, and grounds keeping in the Washington DC, Virginia, and Maryland metropolitan area. KleanCierge facilitates booking, payment processing, and communication between customers and Service Pros. KleanCierge does not itself perform home services. Services are subject to availability and may vary by location.
2. Independent Contractor Relationship
Service Pros who perform work booked through KleanCierge are independent contractors, not employees, agents, or representatives of KleanCierge. KleanCierge does not employ, supervise, direct, or control the work performed by Service Pros. Each Service Pro is solely responsible for the manner, method, and means by which they perform services. KleanCierge does not make any representations, warranties, or guarantees regarding the quality, safety, legality, or timeliness of services performed by any Service Pro.
3. No Credentials Guarantee
KleanCierge does not verify, endorse, or guarantee the credentials, qualifications, insurance status, licensing, bonding, or work quality of any Service Pro on the platform. Customers are encouraged to independently verify the credentials, insurance coverage, and licensing of any Service Pro before allowing them access to their property. KleanCierge is not responsible for any damage, injury, theft, or loss arising from services performed by Service Pros.
4. Booking & Payment
When you book a service through KleanCierge, you agree to pay the quoted price. Cleaning services require a deposit at the time of booking, with the remainder due upon satisfactory completion. Handyman, pest control, and grounds keeping services are quoted individually; you will receive a quote before any charges are applied. All customer payments are processed securely through Stripe, a PCI DSS Level 1 certified payment processor. KleanCierge never stores, processes, or has access to your full payment card number. Prices listed on our website are estimated starting prices and may vary based on the specific service requirements, property size, and Service Pro availability. Deposits may be collected via Stripe payment link or marked as received for alternative payment methods (Zelle, cash) at the discretion of KleanCierge.
5. Cancellation & Refunds
Cancellations made 48+ hours before your scheduled service receive a full deposit refund. Cancellations 24–48 hours before receive a 50% refund or free reschedule. Cancellations less than 24 hours before are non-refundable, though we may offer reschedule credit at our discretion. No-shows are charged the full service amount. See our Cancellation Policy page for complete details.
6. Assumption of Risk
You acknowledge that allowing service professionals into your home or onto your property carries inherent risks. By booking services through KleanCierge, you voluntarily assume these risks. You are responsible for securing valuables, fragile items, medications, firearms, and any items of personal or sentimental value before any scheduled service. You are also responsible for disclosing any known hazards, security systems, alarm codes, pets, or special instructions before the service date. KleanCierge is not responsible for damage or loss resulting from undisclosed property conditions or hazards.
7. Disclaimer of Warranties
The KleanCierge platform and all services facilitated through it are provided on an "AS IS" and "AS AVAILABLE" basis without warranties of any kind, either express or implied. To the fullest extent permitted by law, KleanCierge disclaims all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement. KleanCierge does not warrant that the platform will be uninterrupted, error-free, or secure, or that any services booked through the platform will meet your expectations.
8. Limitation of Liability
To the maximum extent permitted by applicable law, KleanCierge's total aggregate liability for any and all claims arising from or related to your use of the platform or any services booked through the platform shall not exceed the amount you paid to KleanCierge for the specific service giving rise to the claim. In no event shall KleanCierge be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, use, goodwill, or other intangible losses, regardless of the cause of action or the theory of liability.
9. Indemnification
You agree to indemnify, defend, and hold harmless KleanCierge, its owners, officers, directors, employees, agents, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to: (a) your use of the platform or services; (b) any property damage, personal injury, or loss arising from services performed by a Service Pro at your property; (c) your violation of these Terms; (d) your violation of any rights of a third party; or (e) any dispute between you and a Service Pro.
10. Non-Solicitation
You agree not to directly solicit, hire, engage, or contract with any Service Pro you were introduced to through the KleanCierge platform for services outside of the KleanCierge platform for a period of twelve (12) months following your last booking with that Service Pro through KleanCierge. If you engage a KleanCierge Service Pro outside the platform in violation of this provision, you agree to pay KleanCierge a referral fee equal to 30% of the value of services performed outside the platform.
11. SMS & Communications Consent
By providing your phone number and checking the SMS consent checkbox during account creation or booking, you expressly consent to receive automated SMS text messages from KleanCierge. These messages include: booking confirmations, appointment reminders, service updates, payment notifications, satisfaction surveys, and job availability notifications (for Service Pros). Message frequency varies based on your booking activity and job availability. Message and data rates may apply. You may opt out of text messages at any time by replying STOP to any message. Reply HELP for assistance or contact info@kleancierge.com or (202) 495-0455. Your consent to receive SMS is not a condition of purchasing services or joining the platform as a Service Pro. Opting out of promotional messages will not affect transactional messages related to active bookings. See our Privacy Policy for details on how we handle your information.
12. Service Pro Terms
Service Pros ("Pros" or "Home Concierge Professionals") who join the KleanCierge platform agree to the following: Pros are independent contractors, not employees of KleanCierge. Pros receive payouts for completed services via their chosen payment method (Zelle or Stripe Connect), with payout amounts set by KleanCierge for each booking. KleanCierge retains a platform fee from each transaction. Payout amounts are confidential and must not be disclosed to customers. Pros are assigned a trust score (0 to 100) based on client satisfaction ratings, job completion rate, response time, cancellation history, and on-time arrival rate. Trust scores determine tier placement (Elite, Preferred, Standard, Probation) which affects job broadcast priority and eligibility for recurring client assignments. Elite Pros receive job notifications before other tiers. Failure to arrive for a confirmed job (no-show) results in a trust score penalty. Two no-shows result in Probation status. Three no-shows result in automatic platform removal. All communication between Pros and clients is relayed through the KleanCierge agent system; direct contact between Pros and clients outside the platform is prohibited. KleanCierge reserves the right to suspend or remove any Pro at its discretion.
13. Your Account & Property Profile
If you create an account on our customer portal, you are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You agree to notify us immediately of any unauthorized use. We reserve the right to suspend or terminate accounts that violate these terms or are used fraudulently. To book any service, you must complete your property profile with accurate information including your street address, city, state, zip code, number of bedrooms, number of bathrooms, and approximate square footage. This information is required for accurate pricing and service delivery. Providing false or misleading property information may result in revised pricing, service cancellation, or account suspension.
14. Agent Communication System
KleanCierge uses an automated agent system to coordinate communication between customers and Service Pros. All booking confirmations, reminders, service updates, and satisfaction surveys are sent through the KleanCierge agent (agent@agent.kleancierge.com). Replies to agent emails are processed and relayed to the appropriate party. Customers and Service Pros do not communicate directly; all messages pass through the KleanCierge agent. This ensures a consistent, professional experience and allows KleanCierge to maintain quality standards. By using the platform, you consent to receiving communications from the KleanCierge agent system via email and, if you have opted in, via SMS.
15. User Content
By uploading photos, submitting reviews, or providing any other content through the KleanCierge platform, you grant KleanCierge a non-exclusive, royalty-free, worldwide license to use, display, reproduce, and distribute such content for the purpose of operating and promoting the platform. You represent that you own or have the necessary rights to submit such content and that it does not violate any third-party rights.
16. AI-Generated Content Disclaimer
The KleanCierge platform uses artificial intelligence to provide home management recommendations, service suggestions, property health assessments, and automated communications. AI-generated content is provided for informational purposes only and should not be relied upon as professional advice. AI responses may contain errors, inaccuracies, or outdated information. KleanCierge does not guarantee the accuracy, completeness, or reliability of any AI-generated content. You should independently verify any information, recommendations, or estimates provided by the AI before making decisions about your property. KleanCierge shall not be liable for any damages, losses, or costs arising from reliance on AI-generated content. For matters requiring professional expertise, including but not limited to structural assessments, electrical work, plumbing, pest identification, or property valuations, consult a qualified licensed professional.
17. Intellectual Property
All content on the KleanCierge website, including text, images, logos, and design, is owned by KleanCierge or its licensors and is protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works without our written permission.
18. Prohibited Use
You agree not to use our website or services to: submit false or misleading information; attempt to gain unauthorized access to our systems; interfere with the operation of our website; solicit Service Pros for work outside the KleanCierge platform; or engage in any activity that violates applicable laws or regulations.
19. Dispute Resolution & Arbitration
Any dispute, claim, or controversy arising out of or relating to these Terms or your use of KleanCierge services shall be resolved through binding individual arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. Arbitration shall take place in Washington, D.C. The arbitrator's decision shall be final and binding. YOU AGREE THAT YOU AND KLEANCIERGE ARE EACH WAIVING THE RIGHT TO A TRIAL BY JURY. YOU ALSO AGREE THAT YOU AND KLEANCIERGE ARE EACH WAIVING THE RIGHT TO PARTICIPATE AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS ACTION, COLLECTIVE ACTION, OR REPRESENTATIVE PROCEEDING. Notwithstanding the foregoing, either party may bring an individual action in small claims court for disputes within that court's jurisdictional limits.
20. Force Majeure
Neither KleanCierge nor any Service Pro shall be liable for any delay or failure to perform obligations under these Terms due to circumstances beyond reasonable control, including but not limited to natural disasters, pandemics, government actions, severe weather, utility failures, or civil unrest.
21. Account Closure
You may close your KleanCierge account at any time through the Settings page in your customer portal. Account closure is subject to the following conditions: (1) All outstanding balances must be paid in full before your account can be closed. You cannot close your account while any booking has an unpaid balance. (2) All scheduled future services must be cancelled before closure. (3) Upon closure, your personal data will be retained for 30 days to comply with applicable legal and regulatory requirements, after which it will be permanently deleted in accordance with our data retention policy. Booking history will be anonymized. (4) Account closure is permanent and cannot be undone. You may create a new account with the same email address after closure, but your previous booking history, service records, preferences, and loyalty status will not be restored. (5) Closing your account does not release you from any obligations incurred before closure, including payment obligations, indemnification commitments, and the non-solicitation agreement with Service Pros.
22. Modifications
We may update these terms at any time. Material changes will be communicated via email to registered users or through a notice on our website. Continued use of our services after changes constitutes acceptance of the updated terms. We will update the effective date at the top of this page when changes are made.
23. Governing Law
These terms are governed by the laws of the District of Columbia, United States, without regard to conflict of law principles. Subject to the arbitration agreement above, any legal proceedings shall be conducted in the District of Columbia.
24. Severability & Entire Agreement
If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect. These Terms, together with the Privacy Policy and Cancellation Policy, constitute the entire agreement between you and KleanCierge regarding your use of the platform and services, and supersede any prior agreements or understandings.
Questions About These Terms?
If you have questions about these terms of service, please contact us.