1. Acceptance of These Terms

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By accessing whiteglovehomeservice.com (the “Site”), using our phone/AI system, creating an account, or booking a service (collectively, the “Services”), you agree to these Terms & Conditions and our Privacy Policy. If you do not agree, do not use the Services.

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2. What We Are

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White Glove operates a technology platform that connects customers with independent, third-party service providers (“Providers”).

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• We do not employ Providers; they operate as independent businesses and decide which jobs to accept.
   

• When you book, you are entering a direct contract with the Provider who performs the work.
   

• We may assist with scheduling, payment processing, quality checks, and support, but we are not the employer, agent, or guarantor of any Provider.
   

3. Eligibility & Accounts

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You must be at least 18 and able to enter contracts. You are responsible for maintaining your account credentials and all activity under your account.

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4. Communications; SMS Consent

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By using the Services, you consent to receive calls, texts, and emails (e.g., booking links, reminders, updates). Message/data rates may apply.

Reply STOP to opt out of texts; HELP for help. Opting out may affect your booking experience.

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5. Booking, Scheduling & Access

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• Service Types: Residential Interior Cleaning, Window Cleaning, Carpet Cleaning, and Junk Removal (with optional add-ons).
   

• Arrival Window: Providers typically arrive within the scheduled time window. Exact times are not guaranteed.
   

• Access & Preparation: You must ensure safe entry, clear work areas, power/water access, and supervise pets. Lockout or access failures may incur fees.
   

• On-Site Adjustments: Quotes may be adjusted if the actual scope differs from the booking. Any changes will be discussed before work proceeds.
   

• Minimums: Minimum visit or load fees may apply.
   

6. Pricing, Fees & Payment

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• Prices, surcharges, estimated taxes, and add-on costs are shown during booking.

• Payments are processed via a third-party processor (e.g., Stripe). You authorize us to place holds and capture charges.

• Tips are optional and go directly to Providers (where permitted).

• Promotions and coupons may be withdrawn at any time.
   

7. Cancellations, Reschedules & Late Changes

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• Customer: Cancellations or reschedules may incur fees if made within 12 hours of service.
   

• Provider/Platform: If your Provider cancels or is delayed, we will attempt to reassign or reschedule. Liability is limited to amounts you paid for the affected booking.
   

8. Service-Specific Notes & Limits

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A) Residential Interior Cleaning

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• Includes standard, deep, move-in/move-out, and Airbnb turnover services.

• Results vary by condition, materials, and time limits. Heavy furniture or high-risk areas may be excluded.

• Exclusions include mold remediation, pest issues, hazardous cleanup, and specialty restoration.
   

B) Window Cleaning (No-Ladder Policy)

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• Limited to safe, reachable windows using extension poles.

• Some windows may be excluded for safety or structural reasons.

• Screens and tracks cleaned if included in your booking.
   

C) Carpet Cleaning

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• Stain/odor removal not guaranteed. Some stains may wick back.

• Certain fibers (wool, sisal) and delicate rugs carry higher risks.

• Drying times vary.
   

D) Junk Removal

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• Pricing based on volume, weight, and disposal fees.

• Prohibited items: hazardous waste, chemicals, fuels, asbestos, medical waste, etc.

• Certain items (mattresses, appliances) may incur surcharges.
   

9. Quality Assurance & Satisfaction Window

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• Providers may take before/after photos for quality control.

• Issues must be reported within 24 hours of job completion. Remedies are limited to a re-clean, fix, partial credit, or refund up to the amount paid.
   

10. Safety & Right to Refuse

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Providers may refuse or stop work if unsafe, harassed, or if conditions differ significantly from the booking. Fees may apply for time already incurred.

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11. Customer Responsibilities

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You must secure valuables, disclose risks, and prepare the service area. White Glove and Providers are not responsible for pre-existing damage or items left in appliances/furniture/junk.

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12. Damage & Claims

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• Report damage within 24 hours with photos.

• Our total liability is capped at the amount you paid for the affected booking.

• We are not liable for indirect or consequential damages.
   

13. Insurance

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White Glove is not an insurer. Providers are responsible for their own insurance.

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14. Marketplace Relationship & No Warranty

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We facilitate booking but do not control how Providers perform work. Services are provided “as is” without warranties of any kind.

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15. Reviews & User Content

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You grant White Glove a license to use submitted reviews, feedback, and photos for promotional purposes. Offensive or unlawful content may be removed.

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16. Prohibited Uses

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You agree not to misuse the platform, circumvent fees, misrepresent scope, or book Providers outside of White Glove’s system.

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17. Indemnification

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You agree to indemnify and hold harmless White Glove, affiliates, and agents from claims arising out of your use of the Services.

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18. Dispute Resolution & Arbitration

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• First, contact us for informal resolution.

• Unresolved disputes will be handled by binding arbitration on an individual basis

• You waive the right to participate in class actions.