HANDEDLY

TERMS OF SERVICE & PAYMENT AGREEMENT

WELCOME TO HANDEDLY

By booking a Handedly service, you agree to these Terms of Service and Payment Agreement. Our commitment to clear communication is meant to respect both your time and the reserved schedule of the independent cleaning professionals who serve your home.

1. PAYMENT METHODS, TAXES & BILLING

Credit Card Only: Handedly operates as a credit-card / digital-wallet-only business. A valid card must be kept on file to secure every booking. Cash, checks, and other payment forms are not accepted.
Processing Fees: Handedly absorbs standard credit card and digital-wallet processing fees; no hidden payment surcharges are added to your bill.
Applicable Taxes: All service rates are subject to applicable state and local sales taxes, which are added to your final invoice.
Billing Schedule: A temporary pre-authorization hold is placed on your card 24 hours before service. Final payment is automatically charged upon completion of the cleaning.

2. CANCELLATION, RESCHEDULING & LOCKOUTS

Policy Purpose: Cancellation, rescheduling, and lockout fees are structured to compensate the independent cleaning professional for reserved time, travel, and a schedule slot that could not be refilled on short notice.
Flexible Advance Changes (more than 24 hours): Cancellations or rescheduling requests made more than 24 hours before your scheduled appointment are free and incur no fee.
Cancellation (4–24 Hours’ Notice): Cancellations made between 4 and 24 hours before the scheduled appointment incur a fee equal to 50% of the Service Fee.
Late Cancellation (Under 4 Hours’ Notice): Cancellations made less than 4 hours before the scheduled appointment incur a fee equal to 100% of the Service Fee.
Late Rescheduling (Under 4 Hours): Rescheduling requests made less than 4 hours before the scheduled appointment incur a flat fee of $50.
Lockout Policy & Waiting Period: If our team arrives and cannot access the property, we will attempt to contact you, your doorman, your super, or another authorized building contact. Consistent with our 30-minute arrival window, your cleaning professional will wait until one (1) hour after the scheduled appointment time — measured from the scheduled time, not from the professional’s actual arrival — before the visit is treated as a lockout.
Lockout Fee: If access is not granted within the 1-hour waiting period, the appointment is deemed a lockout and 100% of the Service Fee is charged to compensate the assigned professional for their committed time and travel.
Exceptions & Waivers: Handedly may, at its discretion, waive or reduce a cancellation, rescheduling, or lockout fee in circumstances it determines warrant an exception, such as emergencies, severe weather, or documented building-access failures outside your control. Contact us as soon as possible if you believe an exception applies.

3. ARRIVAL WINDOW & SERVICE DELIVERY

Grace Period: Because traffic and urban logistics vary, we use a 30-minute arrival window. Your cleaning professional has 30 minutes from your booked time to arrive.
Utilities Requirement: Homes must have working electricity and running water. Service will be canceled and charged as a lockout if utilities are off upon arrival.
Scope Limits: Our teams use lightweight step stools but cannot climb high ladders or lift/move furniture over 25 pounds.

4. SATISFACTION GUARANTEE

No Refunds & Account Credits: Because home cleaning is a manual service, Handedly does not offer cash or credit-card refunds under any circumstances. Future account credits or service discounts may be issued at Handedly’s sole discretion.
36-Hour Reporting Window: If you are unsatisfied with any area cleaned against the applicable checklist, report it within 36 hours of job completion with photo references.
Complimentary Re-Cleans: A complimentary re-clean may be provided at Handedly’s discretion within 72 hours of claim evaluation. Claims submitted after the 36-hour window do not qualify.

5. PET CARE & RELIEF WALK ADD-ONS

Behavior and Health: You must disclose any history of aggression, biting, or severe anxiety before booking. We reserve the right to refuse pet services if an animal poses a safety risk.
Equipment: You must provide a secure, well-fitting collar/harness and a sturdy leash. Handedly is not liable for injuries or escapes resulting from faulty client-provided equipment.
Insurance Requirement: You must maintain a valid homeowners or renters insurance policy that explicitly covers pet-related accidents, property damage, or third-party liabilities (such as dog bites).
Waste Restrictions: Our teams do not clean up severe animal waste, biohazards, or heavy pest infestations (flea, tick, or rodent droppings) inside the home.

6. INSURANCE, LIABILITY & ACCIDENTAL DAMAGE

Insurance Protection: Handedly carries commercial general liability business insurance, and the independent cleaning professionals in our network are separately required to carry their own general liability coverage. This creates an additional layer of protection for your home.
Reporting Damage: Report any accidental damage or breakage within 36 hours of service completion, with photographic evidence, using the same reporting process as a satisfaction claim.
Pre-Existing Damage: Handedly is not responsible for damage to items that are already unstable, improperly secured, or inherently fragile (for example, loose blinds, cracked fixtures, or unanchored shelving).
Valuables: Please secure irreplaceable heirlooms, expensive jewelry, cash, and financial documents before our arrival. These items are excluded from standard liability coverage.
Limitation of Liability: To the fullest extent permitted by law, Handedly’s total liability for any claim arising from a service is limited to the amount you paid for the specific service giving rise to the claim. This limitation does not apply to liability that cannot be limited or excluded under applicable law.

7. YOUR CLEANING PROFESSIONAL

Independent Professional: Cleaning professionals connected through Handedly are independently established business owners — not Handedly employees, agents, or representatives. Handedly does not control the specific means, methods, sequence, or techniques a professional uses to deliver the objective cleaning result described in your service tier and the Handedly Cleaning Checklist & SOP.
Screening: Every professional is screened before joining the platform and is required to carry the insurance described in Section 6. Screening and insurance requirements do not make Handedly the employer of, or guarantor for, any individual professional’s conduct beyond what applicable law requires.
Photo & Video Documentation: Before-and-after photos may be taken during your service for quality assurance, service records, and internal training, and — subject to applicable privacy law — may occasionally be used in Handedly marketing materials. Photos are taken of the service result and conditions reasonably necessary to document the job, not of people, and Handedly asks that sensitive personal information, financial documents, or other private materials be kept out of view. Contact us if you would like your service photos excluded from marketing use.

8. NON-SOLICITATION OF CLEANING PROFESSIONALS

Non-Solicitation: Handedly invests in recruiting, screening, and onboarding the independent cleaning professionals who serve your home. During your relationship with Handedly and for twelve (12) months after your last Handedly-arranged service, you agree not to directly hire, engage, or solicit — for cleaning, housekeeping, or substantially similar home-care services, and outside the Handedly platform — any cleaning professional introduced to you through Handedly, without Handedly’s prior written consent.
Placement Fee: If you engage a Handedly-introduced professional outside the platform in violation of this section, you agree to pay Handedly a placement fee to compensate for recruiting, screening, and onboarding costs. [Placement fee amount to be set after New York counsel review, consistent with the parallel non-circumvention provision in Handedly’s Contractor Agreement.]
Exceptions: This section does not prohibit a professional’s own independent, pre-existing relationship with you formed outside of Handedly, or lawful competition not involving a Handedly-introduced professional.

9. YOUR RESPONSIBILITIES

Booking Authority: You must be at least 18 years old and authorized to grant access to the service address to book a Handedly appointment.
Safe Environment: Provide a safe, professional environment for your cleaning professional, free of threats, harassment, discrimination, or unsafe conditions. Handedly may refuse to schedule or continue service where this expectation is not met.
Accurate Information: Provide accurate access instructions, secure pets as required in Section 5, and disclose any known safety hazards on the property in advance.

10. ACCOUNT SUSPENSION & CHARGEBACKS

Contact Us Before Disputing a Charge: If you believe you were charged in error, please contact Handedly first so we can review and resolve the issue directly — this is usually faster than a card-network dispute and lets us correct a genuine billing error without involving your bank.
Suspension: Handedly may suspend or terminate an account for fraud, repeated unwarranted chargebacks, abusive conduct toward a cleaning professional, or other material violations of these Terms.

11. GENERAL

Governing Law: These Terms are governed by the laws of the State of New York, without regard to conflict-of-law principles, except where mandatory federal or local law applies.
Changes to These Terms: Handedly may update these Terms from time to time. The current version will be posted at booking and on our website; continued use of Handedly services after an update constitutes acceptance of the revised Terms.
Severability: If any provision of these Terms is held invalid or unenforceable, that provision will be modified or severed only to the minimum extent necessary, and the remaining provisions will stay in full force.
Entire Agreement: These Terms, together with your service booking and any policies they expressly incorporate, are the entire agreement between you and Handedly regarding the services booked.

Terms and Conditions