Terms of Service

About CleanNest

CleanNest LLC ("CleanNest", "we", "us") is a platform that connects homeowners and renters with independent home cleaners. Cleaners are independent contractors, not employees of CleanNest. CleanNest handles booking, matching, payment and support. You must be 18 or older and live in an area we serve to book.

Booking

• Pricing. The cleaning price is set by home size, with optional add-ons priced separately, as shown in the app before you book. Repeat plans lower the cleaning price as shown in the app.
• Notice. One-off cleans need at least 48 hours' notice. You choose a morning or afternoon arrival window. Extra large homes reserve a full day, 9 AM to 3 PM.
• Confirmation. Your booking is confirmed when a named cleaner accepts it. Until then it is pending, and we tell you if we cannot find a cleaner.
• Verification. We verify that you live at the home with a document and a live photo. A booking is not offered to cleaners until your home is verified. If we cannot verify your home before your clean, we may cancel it at no charge to you.
• Changes. You can change an upcoming clean in the app until 48 hours before it starts. A change to the date, window or add-ons may need your cleaner to confirm again.

Payment

• Nothing is charged when you book. We save your card securely with our payment processor, Stripe.
• After your clean, you can confirm it in the app. If you do not, we charge your card automatically 24 hours later, unless you report an issue first.
• You authorize us to charge your card for the clean, any add-ons, and any cancellation fee under these terms.
• If a payment fails, we may ask you to update your card, and we may pause future bookings until it is paid.

Cancellations

• More than 48 hours before your clean: free to cancel.
• Under 48 hours before your clean (a late cancellation): your first late cancellation is free, as a courtesy. Each later late cancellation is charged 50% of the cleaning price.
• If your cleaner cannot get into your home during the arrival window, or you cancel after your cleaner is on the way, we treat it as a late cancellation under the rule above. It is not billed separately.
• Recurring plans. You can cancel or pause a recurring plan at any time. Each upcoming clean follows the rules above.
• If your cleaner cancels, you are never charged. We will try to find you another cleaner or reschedule.

Your home

• Please give accurate details about your home, pets and access, and make sure the cleaner can get in during the window.
• Please secure pets and put away valuables and fragile items. Tell us in your notes about anything the cleaner should know.
• Your cleaner uses CleanNest-approved gentle products chosen for homes with kids and pets, and wears clean shoe covers or indoor shoes, or follows your shoes-off rule. No bleach or harsh chemicals are used without your permission. If a job needs something stronger, your cleaner asks you first.
• Cleaners may leave a job if they feel unsafe. We may treat that as a late cancellation if the conditions were caused by the homeowner.

If something goes wrong

Tell us through the app within 24 hours of the clean if something was missed, damaged or not right. Add photos if you can. A person on our team reviews every report and decides a fair outcome, which may include a refund or partial refund. Reporting an issue before the 24-hour payment window ends pauses the charge while we review it.

Rules for using CleanNest

• Book only for a home you live in or have authority over. You may not resell or pass on bookings, or book for a home that is not yours.
• Do not try to book or pay cleaners outside CleanNest to avoid fees for work you found through the platform.
• Treat cleaners and our team with respect. Harassment, discrimination or unsafe conditions can lead to suspension.
• We may suspend or close an account for fraud, misuse, repeated problems, or breaking these terms.

Liability

We work to make every clean go well, but we cannot promise the service will be uninterrupted or error-free. To the fullest extent the law allows, CleanNest is not liable for indirect or consequential losses, and our total liability for any claim relating to a clean is limited to the amount you paid for that clean. Nothing in these terms limits rights you have under the law that cannot be limited.

Changes to these terms

We may update these terms. If we make a change that matters, we will let you know in the app or by email, and the new terms apply to bookings made after that.

Governing law

These terms are governed by the laws of the State of Indiana. Any dispute will be handled in the state or federal courts located in Indiana, unless the law requires otherwise.

Contact

CleanNest LLC, Carmel, Indiana. Email: support@cleannestapp.com. See also our Privacy Policy.