1. Acceptance of These Terms

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.

2. What We Are

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

We do not employ Providers; they operate as independent businesses and choose 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

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

4. Communications; SMS Consent

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 impact your booking experience.

5. Booking, Scheduling & Access

Service Types: Residential Cleaning, Window Cleaning, Carpet Cleaning, Junk Removal, and any listed add-ons.
Arrival Window: Providers arrive within your scheduled time window; exact arrival times are not guaranteed.
Access: You must provide safe entry, clear work areas, water/power access, and secure or remove pets. Lockouts or access failures may incur fees.
On-Site Adjustments: Pricing or scope may be adjusted if the actual conditions differ from the booking. All adjustments are confirmed with you before work proceeds.
Minimums: Minimum visit charges or minimum load fees may apply.

6. Pricing, Fees & Payment

Prices, surcharges, estimated taxes, and add-ons are shown during booking.
Payments are processed by a third-party (e.g., Stripe). You authorize us to place holds and capture charges.
Tips are optional and go directly to Providers where permitted.
Promotions and discounts may be withdrawn at any time.

7. Cancellations, Reschedules & Late Changes

Customer: Cancellations or reschedules made within 12 hours of service may incur fees.
Provider/Platform: If a Provider cancels or is delayed, we will attempt reassignment or rescheduling. Our liability is limited to amounts you paid for the affected booking.

8. Service-Specific Notes & Limits

A) Residential Interior Cleaning

Services include standard, deep, move-in/move-out, and Airbnb turnover cleanings.
Results vary by property condition, materials, and time constraints.
Exclusions include mold remediation, pest issues, hazardous cleanup, and specialty restoration.

B) Window Cleaning (No-Ladder Policy)

Limited to safe, reachable windows using extension poles.
Some windows may be excluded for safety or structural reasons.
Screens/tracks are cleaned only if included in the booking.

C) Carpet Cleaning

Stain/odor removal is not guaranteed; certain stains may return (“wick back”).
Certain fibers (wool, sisal) and delicate rugs carry higher risk.
Drying times vary.

D) Junk Removal

Pricing is based on volume, weight, and disposal fees.
Prohibited items include hazardous waste, fuels, chemicals, asbestos, medical waste, etc.
Some items (e.g., mattresses, appliances) may require surcharges.

9. Quality Assurance, Photos, and Satisfaction Window

A) Photo Documentation Consent (NEW SECTION)

By booking a service, you consent to Providers taking before and after photos of the service area or items being removed.

These photos are used for:

Quality assurance
Proof of completion
Damage documentation
Dispute resolution
Internal training and verification

Photos are not used publicly unless you separately grant review/photo permission.

B) Satisfaction Window

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

10. Safety & Right to Refuse

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

11. Customer Responsibilities

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 inside appliances, furniture, junk, or removal loads.

12. Damage & Claims

Report any damage within 24 hours with supporting photos.
Our total liability is capped at the amount you paid for the affected booking.
We are not liable for indirect, incidental, or consequential damages.

13. Insurance

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

14. Marketplace Relationship & No Warranty

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

15. Reviews & User Content

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

16. Prohibited Uses

You agree not to misuse the platform, circumvent fees, misrepresent scope, or engage Providers outside the White Glove system.

17. Indemnification

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

18. Dispute Resolution & Arbitration

Contact us first for informal resolution.
If unresolved, disputes may be handled through binding arbitration as permitted by applicable law.
You waive the right to participate in class actions or jury trials.

Any further questions please email support@whiteglovehomeservice.com