Tidy Casa Service Policy
Updated Date: January 12, 2025
Terms
This Service Policy constitutes a legally binding agreement (the “Agreement”) between you and Tidy Casa LLC (“Tidy Casa,” “we,” “us,” or “our”) that governs your access to or use of the applications, websites, content, products, and services (collectively, the “Tidy Casa Platform” or “Platform”) made available by Tidy Casa.
Any persons (whether individuals, companies, or entities) hereby referred to as “you,” “users,” “customers,” and/or “clients,” who book a service with Tidy Casa in any manner, including but not limited to via website, email, phone call, text message, or in person, agree to the terms set forth in this document.
By entering into this Agreement, you expressly acknowledge that you understand this Agreement and accept all of its terms. IF YOU DO NOT AGREE TO BE BOUND BY THE TERMS AND CONDITIONS OF THIS AGREEMENT, YOU MAY NOT USE OR ACCESS THE TIDY CASA PLATFORM.
Platform
Tidy Casa provides a marketplace platform where persons seeking home services (“Service Requesters” or “Requesters” or “Customers”) can be matched with persons, companies, or entities offering home cleaning services (“Service Providers” or “Providers”) at the Requester’s designated service location (“Service Location”). Requesters and Providers are collectively referred to herein as “Users.” Users can create a User account that enables access to the Tidy Casa Platform.
For purposes of this Agreement, the services provided by Providers to Requesters that are matched through the Platform shall be referred to collectively as the “Services,” “jobs,” “bookings,” or “Home Services.”
Tidy Casa is a platform and not a service provider. Providers are hired independently to fulfill requests for services. Tidy Casa does not directly provide cleaning services or supplies. Each Service provided by a Provider to a Requester constitutes a separate agreement between those parties.
Service Provider Relationship
As a Provider on the Tidy Casa Platform, you acknowledge and agree that you and Tidy Casa are in a direct business relationship, and this relationship is solely that of independent contracting parties.
- No Employment Relationship: This Agreement does not create an employment relationship between you and Tidy Casa. No joint venture, franchisor-franchisee, partnership, or agency relationship is created by this Agreement. You have no authority to bind Tidy Casa and may not represent yourself as an employee, agent, or authorized representative of Tidy Casa.
- Independence: You retain the right to determine your own schedule, accept or decline job requests, and manage your own business expenses, including supplies and taxes. You are solely responsible for ensuring compliance with applicable tax laws.
Poaching and Recruitment
Service Providers working with Tidy Casa agree in writing not to accept direct employment from any Customer of Tidy Casa for the duration of their relationship with Tidy Casa and for one (1) year after termination of that relationship. Customers are also prohibited from soliciting or engaging Providers directly outside the Tidy Casa Platform.
If you prefer to hire a current or former Provider directly, a $1,740 referral fee will apply. Upon payment of this fee, Tidy Casa relinquishes all responsibility for managing the Provider.
Modification to the Agreement
Tidy Casa reserves the right to modify any terms in this Agreement or referenced hyperlinks. Modifications will take effect upon posting to the Tidy Casa website. Continued use of the Tidy Casa Platform constitutes acceptance of the updated terms.
Right of Refusal
Tidy Casa reserves the right to refuse services to anyone for any reason, including but not limited to:
- Lack of access to the Service Location.
- Unsafe or unsanitary conditions.
- Frequent cancellations or improper bookings.
- Rude or inappropriate behavior toward Tidy Casa staff or Providers.
Communications Policy
Providers may use their phones for work-related communications, including taking calls, texting, and photographing the Service Location for documentation purposes. If you prefer a Provider not to use their phone while cleaning, please notify Tidy Casa in advance.
Guarantees and Refunds
The Tidy Casa 200% Happiness Guarantee, hereby referred to as “Guarantee” or “Happiness Guarantee,” is available to Requesters and is the sole liability of Tidy Casa to Requesters for the performance of Services. If you are not satisfied with the quality of the initial Service requested and paid for through the Tidy Casa Platform, then Tidy Casa will send a Provider to correct areas of the original service that were missed/overlooked at no additional charge to the Requester.
The Guarantee also provides limited additional protections. Pursuant to the Guarantee and subject to the below conditions and limitations, Tidy Casa will compensate Requesters: (a) up to USD $20,000 per occurrence for losses arising from property damage as a direct result of negligence of a Provider during performance of a Service; or (b) Requesters up to USD $5,000 for losses arising from theft of a Requester’s property by a Provider during performance of a Service.
Eligibility
The Requester is eligible for the Guarantee provided the Requester reports the issue within seventy-two (72) hours of the Service appointment. For Recurring Services, each Service is treated as a separate occurrence.
Guarantee Conditions & Exclusions
Your Primary Insurance: If you carry insurance that would cover you in the event of a claim, such as renter’s insurance, homeowner’s insurance, automobile insurance, or an umbrella policy (“Personal Insurance”), You agree that your Personal Insurance is primary and the Tidy Casa Happiness Guarantee is secondary. The Tidy Casa Happiness Guarantee will only compensate for losses to the extent not otherwise covered by Your Personal Insurance.
Coverage Under the Tidy Casa Happiness Guarantee
A Requester will be covered under the Guarantee for every Service, subject to the exclusions below, provided:
- The Service is agreed to between a Requester and a Provider through the Tidy Casa Platform, performed by the Provider hired by the Requester and paid for in full through the Tidy Casa Platform.
- Your Booking does not violate Tidy Casa’s Terms of Use.
- The original service or request(s) made during the service do not put the Provider in harm’s way or include services which aren’t part of the original scope, as outlined on Tidy Casa’s “What’s Not Included” page.
- The Requester has reported the claim within 72 hours of the Service.
- The Requester’s account with Tidy Casa is in good standing with no outstanding balances owed to Tidy Casa or Providers.
- The Provider was not able to gain entry to the Service Location during the scheduled time of the Service.
- There was no available source of power or no electricity at the Service Location during the scheduled time of the Service.
- There was no air conditioning or heating at the Service Location during the scheduled time of the Service.
- There’s no available source of water at the Service Location during the scheduled time of the Service.
- Requester failed to disclose the full size of the property being serviced. Requester is required to include the full size of the property, including areas of the property not being serviced as well as those being serviced.
- Requester failed to disclose the need for mold, construction, or remediation cleaning, or other services Tidy Casa doesn’t accommodate. Services Tidy Casa doesn’t accommodate are outlined on Tidy Casa’s “What’s Not Included” page.
Exclusions
The Guarantee does not cover the following:
- Losses arising out of acts of nature, including, but not limited to, pollution, earthquakes, and weather-related events such as hurricanes and tornadoes.
- Losses arising out of interruption of business, loss of market, loss of income, and/or loss of use.
- Losses for property damage and theft exceeding the original value and/or replacement value.
- Losses for property damage and theft exceeding the original value and/or replacement value of such property, less any standard depreciation.
- Losses arising from negligence of a Requester or third party.
- Losses arising from a manufacturer’s or a product’s defects.
- Losses from pre-existing damages or conditions of the item or property.
- Losses arising from items supplied by the Requester or due to Requester recommendations (e.g., if a manufacturer recommends affixing furniture to a wall and a Requester declines to have furniture affixed, etc).
- Losses arising from flooding and/or water damage including mold, fungi, or bacteria.
- Losses arising from products containing hazardous or harmful materials, acts of terrorism, product liability, or pollution.
- Losses of cash, third-party gift cards, and securities.
- Losses as a result of theft of property in excess of USD $5,000 or any other intentional wrongful act by a Provider.
- Losses arising from normal wear and tear.
- Losses for items that retain their functionality.
- Losses based on sentimental and/or undocumented intangible value.
- Losses related to repairs outside of the area where the Professional Services were performed.
- Losses of pets, personal liability, or damage to shared or common areas.
- Losses arising from shipping costs and/or shipping of replacement items and/or taxes incurred in purchasing the original and/or replacement items.
- Losses of theft without a valid police report, if requested by Tidy Casa.
- Losses with insufficient documentation.
Submitting a Claim
Issues can be reported by phone at (602) 753-5630, or email at [email protected]. Depending on the nature of the claim, Tidy Casa may ask for additional information. For a claim to be considered “reported,” all requested information such as police reports, photos, security footage, and/or other requested information must be submitted within seventy-two (72) hours of the original contact (claim phone call or email) and considered satisfactory evidence to the claim.
If Tidy Casa requires additional information/evidence, all requested information such as police reports, photos, security footage, and/or other relevant information must be submitted within seventy-two (72) hours of the original request from Tidy Casa. The provided information/evidence must be considered satisfactory to the claim.
Tidy Casa will inform the Requester if/when additional information is needed to process a claim within twenty-four (24) business hours.
Failure to communicate with Tidy Casa and/or provide the required information or evidence may result in Tidy Casa being unable to process a claim.
Charges
As a Requester, you agree to pay the amounts charged for your use of the Tidy Casa Platform and Services (“Charges”). Charges include the cost for Services and other applicable fees, surcharges, and taxes as set forth by Tidy Casa’s Booking Page available at https://tidycasa.com/book-appointment, plus any tips to the Provider you elect to pay.
Tidy Casa reserves the right to determine and modify pricing by posting applicable pricing terms to the Tidy Casa booking page. Pricing may vary based on the type of service requested (e.g., standard cleaning, deep cleaning, etc) as described on Tidy Casa’s booking page. You’re responsible for reviewing the applicable booking page and shall be responsible for all Charges incurred under your User account regardless of your awareness of such Charges or the amounts thereof.
Bill Dates
A hold will be placed on the card Tidy Casa has on file for the account the business day PRIOR to the service. As an example, if the service is scheduled for a Monday, the hold will be placed the Friday before. The card will be charged after the service has been completed for the final amount. This will include any tips, extras, or additional fees that may have been added during the time of the service. If a tip or additional fee is added after the card has been charged, the card may be run again to balance the account.
Flat-Rate Pricing
Flat-rate pricing consists of a standard charge based on the details of a home and requested home service and add-on charges based on additional parameters selected by the Requester.
Hourly-Rate Pricing
Hourly-Rate pricing consists of a standard rate per-provider, per-hour. As an example, 2 providers for 2 hours will be x and 1 provider for 2 hours will be 1/2 of x. The actual charge will vary based on the amount of time required for the cleaning. The total hours will be rounded up to the nearest full hour.
Quoted Home Service Fees
Tidy Casa may quote you a service fee at the time of your request. The quote is subject to change depending on the overall condition of your home and the confirmation that correct home details were provided by the Requester. If during your home service you change your requested Services or a Provider confirms that the home details as provided by the Requester are incorrect or false, we may cancel the service and/or charge an adjusted home service fee based on the true details of the home and the conditions in the home. Tidy Casa does not guarantee that the quoted service price will not change, especially when details or conditions of the home were not represented accurately or fully by the Requester when booking the Service.
Cancellation Policy
Tidy Casa reserves the right to charge a $70 cancellation fee for cancellations made within 48 hours of the scheduled appointment. Fees may also apply for missed appointments due to customer error (e.g., lack of access to the Service Location, or lack of access to power or water needed to complete the service).
Documentation of the Services
In order to document and confirm the full performance of the Services, Tidy Casa and Service Providers may document the Services performed using “before” and “after” images of the Service Location. Service Providers will use their best efforts not to include identifying information or sensitive items of the Service Location in the images. Images of Service Locations are used primarily for Tidy Casa’s internal record-keeping and documentation purposes in order to manage our business operations, including your relationship with us.
This generally means we hold images taken of the Service Location for as long as at least one of the following applies:
- The image is reasonably necessary to manage our business operations, including your relationship with us, or to satisfy another purpose for which we collected the information that was explained to you at the time of collection.
- The image is reasonably necessary for a purpose that is compatible with a purpose explained to you at the time of personal information collection.
- The image is reasonably required to protect or defend our rights or property, including when it is anticipated that your personal information will be needed for a court proceeding or other legal process.
- We are required to keep your personal information for purposes of legal or regulatory compliance.
- We are otherwise permitted to keep your personal information in accordance with applicable law.
In some instances, Tidy Casa may use “before” and “after” photographs of Service Locations for marketing on the Platform or on Tidy Casa’s business profile webpage on marketing websites, such as Yelp.com, third-party search engines, social media sites, and other third party websites or vendors who run classified advertising and other businesses. When used for marketing, the photographs will not contain identifying information of the Requester or Service Location and may be randomly assigned fictional names and locations.
If a Requester does not want photographs to be taken of the Service Location, or to request deletion of photographs taken at a Service Location in a prior booking, please contact Tidy Casa by email at: [email protected].
Appointment Confirmations
Once a booking has been processed online it must be manually confirmed. If Tidy Casa can’t confirm an appointment, the appointment may be canceled. At which time the Requester will receive a cancellation notice. An open time slot on tidycasa.com doesn’t guarantee a Provider will be available and/or the job/service will be confirmed.
Any confirmation emails which may have been received are subject to change. Meaning, an appointment which was once confirmed can become unconfirmed depending on circumstances. Tidy Casa is not bound to perform a service even if the service has been confirmed.
Governing Law
This Agreement is governed by the laws of the State of Arizona and Maricopa County, without regard to its conflict of law provisions.
Headings
The headings in this document are for reference only and shall not affect the interpretation of any meanings of words, terms, sections, or the construction of this Service Policy.
No Waiver
No failure to exercise, or delay in exercising, any right, remedy, power or privilege arising from this Service Policy shall operate or be construed as a waiver thereof.