Terms & Conditions

1. Agreement to Terms

These Terms & Conditions (“Terms”) constitute a legally binding agreement between you (“User,” “you,” or “your”) and NC Home Cleaning (“Company,” “we,” “us,” or “our”), governing your access to and use of the NC Home Cleaning website, platform, and services (collectively, the “Service”).

By creating an account, booking a service, or otherwise accessing or using the Service, you agree to be bound by these Terms, our Privacy Policy, and any additional terms referenced herein. If you do not agree to these Terms, do not use the Service.

2. Definitions

• “Customer” means any individual or entity that books, schedules, or pays for cleaning or related services through the Service.
• “Contractor” means any independent contractor who provides cleaning or related services to Customers through the Service.
• “Booking” means a confirmed request for services, including all details such as date, time, address, service type, and pricing.
• “Platform” means the NC Home Cleaning website, web application, and all associated tools and features.

3. Eligibility

You must meet the following requirements to use the Service:

• Be at least 18 years of age
• Have the legal capacity to enter into a binding agreement
• Provide accurate and complete registration information
• Not have been previously suspended or removed from the Service

Contractors must additionally satisfy all identity verification, background check, and eligibility requirements established by the Company before being approved to provide services.

4. Account Responsibilities

4.1 Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to immediately notify us of any unauthorized use of your account. The Company is not liable for any loss arising from your failure to protect your account.

4.2 Accurate Information

You agree to provide accurate, current, and complete information during registration and when using the Service, including but not limited to property details (square footage, number of rooms, pet presence), addresses, and contact information. Providing false or misleading information is grounds for immediate account termination.

4.3 Property Information Accuracy

Customers acknowledge that service pricing is calculated based on property details they provide, including square footage, number of bedrooms and bathrooms, and other property characteristics. The Company may verify reported property details using satellite data and third-party verification services. Material discrepancies between reported and verified property information may result in price adjustments, rebooking at corrected pricing, or account review.

5. Services

5.1 Nature of Services

NC Home Cleaning is a platform that connects Customers seeking residential cleaning services with independent Contractors who provide those services. The Company facilitates booking, scheduling, payment processing, and communication between Customers and Contractors.

5.2 Service Types

Services available through the Platform include standard cleaning, deep cleaning, move-in/move-out cleaning, emergency cleaning, recurring cleaning, and lawn/mowing services. Service availability, pricing, and scope may vary by location and are subject to change.

5.3 Service Area

The Service is currently available in select areas of North Carolina. Service availability is determined by zip code. The Company reserves the right to modify its service area at any time.

5.4 No Guarantee of Availability

While we strive to fulfill all bookings, the Company does not guarantee contractor availability for any particular date, time, or location. We reserve the right to cancel or reschedule bookings when contractor availability is insufficient.

6. Booking & Scheduling

6.1 Booking Confirmation

A Booking is not confirmed until the Customer receives a confirmation notification from the Company. Submission of a booking request does not guarantee service. The Company reserves the right to decline any booking request.

6.2 Scheduling

Customers select preferred dates and available time slots during the booking process. Actual service start times may vary. The Company will make reasonable efforts to begin service within the scheduled time window.

6.3 Recurring Services

Customers may set up recurring bookings (weekly, biweekly, or monthly). Recurring services continue until cancelled by the Customer. Recurring discounts apply only while the recurring schedule is active and may be modified or discontinued by the Company with 30 days’ notice.

6.4 Access to Property

Customers must ensure that Contractors have appropriate access to the property at the scheduled time. Customers may provide access instructions (gate codes, key locations, entry procedures) through the Platform. Access instructions are encrypted and shared with the assigned Contractor only when they are within proximity of the property. The Customer is solely responsible for the security of their property and any access mechanisms provided.

7. Pricing & Payment

7.1 Pricing

Service pricing is calculated based on property characteristics (square footage, bedrooms, bathrooms), service type, and location (regional pricing adjustments by zip code). Prices displayed during booking are estimates; final prices may be adjusted based on verified property details.

7.2 Additional Charges

The following surcharges may apply:

• Emergency/Last-Minute Service: Up to 50% surcharge for same-day or next-day bookings
• Move-In/Move-Out: Up to 25% surcharge for move-related deep cleaning
• Pet Surcharge: A flat fee per service for properties with pets
• Regional Adjustment: Location-based pricing adjustments that reflect local market conditions

7.3 Taxes

Applicable state and local sales taxes are calculated at checkout and added to the service total. Tax rates are determined by the service address zip code and are subject to change based on state and local tax authority requirements.

7.4 Payment Processing

Payments are processed through Square, a PCI-DSS compliant third-party payment processor. By providing payment information, you agree to Square’s Terms of Service. The Company does not store full credit card numbers on its servers.

7.5 Payment Timing

Payment is collected at the time of booking or upon service completion, as determined by the Company. For recurring services, payment is processed for each individual service occurrence.

8. Cancellation & Refund Policy

8.1 Customer Cancellations

• More than 24 hours before scheduled service: Full refund
• 12–24 hours before scheduled service: 50% refund
• Less than 12 hours before scheduled service: No refund
• No-show (Customer not available, property inaccessible): No refund; the full service fee applies

8.2 Company Cancellations

If the Company cancels a booking due to contractor unavailability, weather, or other circumstances, the Customer will receive a full refund or the option to reschedule at no additional cost.

8.3 Service Dissatisfaction

If a Customer is not satisfied with the quality of service, they must report the issue within 24 hours of service completion. The Company will review the complaint and, at its sole discretion, may offer a partial refund, service credit, or complimentary re-clean. Satisfaction claims made more than 24 hours after completion are handled at the Company’s discretion.

8.4 Refund Method

Refunds are processed to the original payment method within 5–10 business days. Service credits are applied to the Customer’s account and may be used toward future bookings.

9. Independent Contractor Relationship

9.1 Contractor Status

Contractors are independent contractors, not employees of the Company. The Company does not control the manner or method by which Contractors perform services, beyond quality standards and safety requirements. Contractors are responsible for their own taxes, insurance, equipment, and supplies unless otherwise specified.

9.2 Contractor Obligations

Contractors agree to:

• Complete assigned bookings professionally and to the Company’s quality standards
• Arrive on time and communicate promptly about any delays or issues
• Maintain appropriate personal liability insurance
• Pass and maintain satisfactory background check and identity verification status
• Treat Customer property with care and report any damage immediately
• Keep all Customer information (addresses, access instructions, personal details) strictly confidential
• Not solicit Customers for services outside the Platform

9.3 Contractor Compensation

Contractors are compensated per completed booking at rates determined by the Company. The Company retains a platform fee (commission) from each booking. Payment schedules and methods are specified in the Contractor’s onboarding agreement.

9.4 Background Checks & Eligibility

All Contractors must pass identity verification and background checks before being approved to provide services. The Company reserves the sole right to determine contractor eligibility and may revoke access at any time based on background check results, performance, customer feedback, or policy violations. Contractors with unverified identity or unsatisfactory background check status will not be assigned bookings.

10. Customer Responsibilities

Customers agree to:

• Provide accurate property information for pricing and service planning
• Ensure the property is accessible at the scheduled time
• Secure valuables, fragile items, and personal belongings before service
• Disclose the presence of pets, security systems, or any hazards
• Provide a safe working environment free from hazards
• Treat Contractors with respect and professionalism
• Report any issues, damage, or concerns within 24 hours of service completion
• Not request Contractors to perform tasks outside the agreed service scope

11. Property Damage & Liability

11.1 Damage Claims

If property damage occurs during service, the Customer must report it within 24 hours with photographic evidence. The Company will investigate and, if the damage is attributable to the Contractor’s negligence, will facilitate resolution including repair, replacement, or compensation up to the applicable coverage limits.

11.2 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE COMPANY’S TOTAL LIABILITY FOR ANY CLAIM ARISING FROM OR RELATED TO THE SERVICE SHALL NOT EXCEED THE AMOUNT PAID BY THE CUSTOMER FOR THE SPECIFIC BOOKING GIVING RISE TO THE CLAIM. IN NO EVENT SHALL THE COMPANY BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, OR GOODWILL.

11.3 Pre-Existing Conditions

The Company is not responsible for damage to items or surfaces with pre-existing conditions including but not limited to: worn finishes, loose fixtures, unstable furniture, improperly installed items, or items in a state of disrepair. Customers should notify Contractors of any fragile or delicate items prior to service.

11.4 Force Majeure

The Company shall not be liable for any failure or delay in performance due to circumstances beyond its reasonable control, including but not limited to natural disasters, severe weather, pandemic, government actions, utility failures, or civil unrest.

12. Prohibited Conduct

Users of the Service shall not:

• Provide false, misleading, or fraudulent information
• Use the Service for any unlawful purpose
• Harass, threaten, discriminate against, or abuse any User or Company representative
• Attempt to circumvent the Platform to arrange services directly with Contractors or Customers
• Interfere with or disrupt the Service or its infrastructure
• Create multiple accounts to evade restrictions or abuse promotions
• Scrape, harvest, or collect data from the Service without authorization
• Impersonate any person or entity
• Use automated systems (bots, scripts) to interact with the Service
• Attempt to gain unauthorized access to accounts, systems, or data
• Share Contractor personal information, location data, or access instructions with third parties

13. Intellectual Property

All content, features, and functionality of the Service — including but not limited to the website design, text, graphics, logos, icons, images, software, and underlying code — are owned by or licensed to the Company and are protected by United States and international copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any content on the Service without express written permission.

14. Reviews & Feedback

Customers may submit reviews and ratings for completed services. By submitting a review, you grant the Company a non-exclusive, royalty-free, perpetual, worldwide license to use, display, and reproduce the review in connection with the Service. Reviews must be honest, based on genuine service experiences, and free from personal attacks, profanity, or discriminatory content. The Company reserves the right to remove reviews that violate these standards.

15. SMS & Communications

By using the Service, you consent to receive transactional emails related to your account and bookings. SMS text message notifications are optional and require separate opt-in consent. See our SMS Consent page and Privacy Policy for details. You may manage your communication preferences through your account settings.

16. Dispute Resolution

16.1 Informal Resolution

Before initiating any formal legal proceeding, you agree to first contact us at admin@nchomecleaning.com and attempt to resolve the dispute informally for at least 30 days.

16.2 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of North Carolina, without regard to its conflict of law provisions. Any legal action arising from these Terms shall be filed exclusively in the state or federal courts located in North Carolina.

16.3 Arbitration

Any dispute, claim, or controversy arising out of or relating to these Terms or the Service that cannot be resolved informally shall be resolved by binding arbitration in accordance with the rules of the American Arbitration Association. Arbitration shall take place in North Carolina. The arbitrator’s decision shall be final and binding. YOU AGREE THAT YOU ARE WAIVING YOUR RIGHT TO A JURY TRIAL AND TO PARTICIPATE IN A CLASS ACTION.

16.4 Class Action Waiver

YOU AGREE THAT ANY CLAIMS SHALL BE BROUGHT IN YOUR INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, CONSOLIDATED, OR REPRESENTATIVE PROCEEDING.

17. Indemnification

You agree to indemnify, defend, and hold harmless the Company, its officers, directors, employees, agents, and affiliates from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising from or related to: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of any rights of another party; (d) any content or information you provide through the Service; or (e) property damage or personal injury resulting from your actions or negligence.

18. Disclaimer of Warranties

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. THE COMPANY DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE. THE COMPANY DOES NOT GUARANTEE THE QUALITY, TIMELINESS, OR OUTCOME OF ANY CLEANING SERVICE PERFORMED BY INDEPENDENT CONTRACTORS.

19. Termination

19.1 By You

You may terminate your account at any time by contacting us. Outstanding bookings must be cancelled according to the cancellation policy. Outstanding payment obligations survive termination.

19.2 By Us

The Company may suspend or terminate your account at any time, with or without cause, with or without notice. Grounds for termination include but are not limited to: violation of these Terms, fraudulent activity, abusive behavior, non-payment, or failure to meet contractor eligibility requirements.

19.3 Effect of Termination

Upon termination, your right to access the Service ceases immediately. Sections that by their nature should survive termination shall survive, including but not limited to: Limitation of Liability, Indemnification, Disclaimer of Warranties, Dispute Resolution, and Intellectual Property.

20. Modifications to Terms

The Company reserves the right to modify these Terms at any time. We will notify you of material changes by posting the updated Terms on the website with a new “Last Updated” date and, for significant changes, by sending email notification. Your continued use of the Service after the effective date of any changes constitutes acceptance of the updated Terms. If you do not agree to the changes, you must stop using the Service and close your account.

21. Severability

If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be modified to the minimum extent necessary to make it enforceable, or if modification is not possible, severed from these Terms. The remaining provisions shall continue in full force and effect.

22. Entire Agreement

These Terms, together with the Privacy Policy and any other agreements expressly incorporated by reference, constitute the entire agreement between you and the Company regarding your use of the Service and supersede all prior agreements, understandings, and communications, whether written or oral.

23. Waiver

The failure of the Company to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. Any waiver must be in writing and signed by the Company.

24. Assignment

You may not assign or transfer your rights or obligations under these Terms without the Company’s prior written consent. The Company may assign its rights and obligations without restriction.

25. Contact

For questions about these Terms:

• Email: admin@nchomecleaning.com
• Website: nchomecleaning.com/contact
• Mail: NC Home Cleaning, North Carolina, United States