Home Neat Home Terms of Service
 

These Terms of Service ("Terms") – also known as Terms and Conditions – constitute a binding agreement between you (the "Customer") and Home Neat Home (the "Company") regarding the provision of residential and/or commercial cleaning services. By booking, scheduling, or receiving cleaning services from Home Neat Home, you acknowledge that you have read, understood, and agree to be bound by these Terms.

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IF YOU DO NOT AGREE TO THESE TERMS, PLEASE DO NOT BOOK OR USE OUR SERVICES. If you are a current client and no longer agree to these Terms, please contact our office to discontinue service.

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By submitting a Request for Quote form through our website, scheduling services, or otherwise engaging Home Neat Home for cleaning services, the customer acknowledges that they were provided with an opportunity to review Home Neat Home's Terms of Service. Customers submitting a Request for Quote through our website are required to affirmatively check a box indicating their acceptance of the Terms of Service before the form can be submitted.

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In addition, a link to our Terms of Service is included in the footer of our email communications. Customers acknowledge that continued use of Home Neat Home's services following such notice constitutes acceptance of the Terms of Service, including any updates made in accordance with these Terms.

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The customer agrees that electronic acceptance, electronic communications, and continued use of services constitute valid acknowledgment and acceptance of these Terms to the fullest extent permitted by applicable law.

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Acceptance and Eligibility

By booking our cleaning services, you represent and warrant that:

You are at least 18 years of age or the age of majority in your jurisdiction
You have the legal authority to grant access to the property to be cleaned
You have the legal capacity to enter into this binding agreement
All information you provide is accurate, current, and complete

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Acknowledgment of Inherent Risks Associated with In-Home Services

Customers acknowledge that allowing service professionals into a home carries some inherent risk. While Home Neat Home exercises reasonable care, professional training, and industry-standard cleaning practices, minor accidental contact or incidental damage may occasionally occur despite those efforts.

Home Neat Home uses cloths, microfiber towels, mops, vacuums, dusters, and non-abrasive cleaning products during the normal course of providing cleaning services. Because of the nature of these tools and products, Home Neat Home is generally not responsible for claims involving dents, gouges, punctures, deep scratches, or similar damage to appliances, countertops, flooring, cabinetry, walls, fixtures, or other surfaces where the alleged damage is inconsistent with the cleaning methods, equipment, or products used by Home Neat Home. If credible evidence establishes that damage was directly caused by the negligence of Home Neat Home or its employees, the claim will be reviewed in accordance with our Breakage/Damage & Loss Policy.

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Services

The Company provides professional residential and/or commercial cleaning services. The specific services, scope, frequency, and pricing will be agreed upon at the time of booking. Services may include but are not limited to:

• Regular house/residential cleaning

• Deep cleaning services

• Move-in/move-out cleaning

• Specialized cleaning services as agreed

The Company reserves the right to modify service offerings and pricing at any time with reasonable notice.

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Payment Terms

Payment is due according to the terms agreed upon at booking
For recurring services, your payment method will be retained on file and charged after each scheduled service
All fees are non-refundable except as expressly stated in these Terms
The Company reserves the right to adjust pricing based on service frequency, property size, condition, or additional services requested
A service fee equal to 50% may be charged for returned payments

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Cancellations and Rescheduling

• Cancellations or rescheduling requests must be made at least 48 hours before the scheduled service to avoid fees

• Cancellations with less than 48 hours’ notice will result in a cancellation fee of 50% of service price

• For recurring services, future appointments remain scheduled unless cancelled with proper notice
   

No-Show Policy

If you are not present when required and we cannot complete the service, you will be charged the full-service amount
 

Property Access and Keys

You are responsible for ensuring our cleaners can access your property at the scheduled time
If cleaners are unable to access your property due to lockout, unavailability, or other circumstances within your control, you will be charged the full-service amount
You may provide the Company with keys, access codes, or other entry methods for your property
All keys and access information will be kept secure and used solely for providing agreed services
You are responsible for notifying us immediately if locks are changed or access codes are updated
Keys may be returned upon request or upon termination of recurring services
The Company is not responsible for locksmith fees if you are locked out of your property

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Pet Policy

Please inform us of any pets at the time of booking. While we love pets, the safety of our cleaners and the efficient completion of services are important priorities.

For safety reasons, we request that aggressive, anxious, unpredictable, or unrestrained pets be secured in a separate area during the cleaning. Home Neat Home reserves the right to refuse service, discontinue service, or leave the property immediately if a cleaner feels unsafe due to a pet's behavior.

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You are responsible for any injuries, damages, or losses suffered by Home Neat Home, its employees, cleaners, or service providers that are caused by your pets.

If a cleaning cannot be completed or must be terminated due to pet-related safety concerns, the full cleaning fee and any applicable cancellation fees may still apply.

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Special Offers and Discounts

From time to time, Home Neat Home may offer promotional discounts, introductory pricing, or special offers. All promotions are subject to specific terms and conditions, and participation in any promotion constitutes acceptance of those terms. Unless otherwise stated, promotional offers are limited-time offers and may be modified, suspended, or discontinued at any time.

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Any introductory or percentage-based discount (for example, 50% off the first cleaning) is offered in consideration of the customer's agreement to schedule and complete a minimum of three (3) recurring cleaning services at a weekly, bi-weekly, or every-four-week frequency.

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To qualify for a promotional offer, the customer must:

• Provide valid payment information at the time of booking; and

• Complete the required minimum number of recurring cleaning services associated with the promotion.
 

The promotional discount applies only to the initial cleaning unless otherwise stated.
 

If the customer cancels recurring service before completing the required minimum number of cleanings, the promotional offer will be deemed forfeited. In such event, Home Neat Home reserves the right to charge the difference between the discounted promotional rate and the standard rate that would have otherwise applied to the initial cleaning.
 

By accepting a promotional offer, the customer acknowledges and agrees to these terms. Customers with questions regarding promotional offers are encouraged to contact Home Neat Home before booking so any concerns can be addressed in advance.

Note: Special offers do not apply to Post-Renovation or Move-in/Move-out cleaning services.

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“Free First Cleaning” Offer

The "Free First Cleaning" offer is available only to new residential customers who enroll in a recurring cleaning service schedule and agree to complete a minimum of three (3) recurring cleanings at a weekly, bi-weekly, or every-four-week frequency.
 

This offer is intended solely as an introduction to Home Neat Home's recurring cleaning services and is not available for one-time cleanings, move-in/move-out cleanings, post-construction cleanings, deep-clean-only services, or other non-recurring cleaning services.
 

Eligibility is determined by Home Neat Home in its sole discretion and may be based on factors including, but not limited to, home size, home condition, service location, scheduling availability, and staffing capacity.
 

The free first cleaning is provided in consideration of the customer's commitment to recurring service. If the customer cancels recurring service before completing the required minimum of three (3) cleanings, Home Neat Home reserves the right to charge the standard rate that would have applied to the initial cleaning visit.

This offer is limited to one per household, may not be combined with other promotions unless expressly authorized by Home Neat Home, is non-transferable, and has no cash value. Home Neat Home reserves the right to modify, suspend, or discontinue this offer at any time without notice.

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Right to Refuse Service

We reserve the right to refuse or terminate service if any safety concerns are present on the property, such as hazardous conditions or weapons on site. We may also terminate service if a cleaner encounters a situation that is uncomfortable or inappropriate, if the property is excessively cluttered, if utilities are disconnected, or if the environment is unsanitary.

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If at any time a cleaner feel unsafe or disrespected for any reason, they have the right to immediately stop the service and leave the home or office. This includes any behavior—whether verbal, physical, or implied—that the cleaner determines to be inappropriate, threatening, or unprofessional. The word "inappropriate" is intentionally broad and is subject to the cleaner’s judgment. It may include offensive language, suggestive remarks, aggressive behavior, or any actions that create a hostile or uncomfortable environment.

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In any of the above situations, the full cleaning fee will still apply, and the cancellation policy will be enforced.

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Refund Policy

All sales are final, and we do not offer refunds.

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Rate Increases

Rates may be adjusted annually.

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Use of Customer's Vacuum

​If you request that we use your personal vacuum, please note that we cannot accept responsibility for any damage that may occur to the unit during use. If the vacuum is not functioning properly at the time of our arrival, we will be unable to use it to clean your floors. In such cases, our cleaners will use their own company-provided vacuum unless you have specifically instructed us not to do so in advance.

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Cleaning Supplies

We provide all necessary cleaning equipment and products. If you prefer green cleaning products, please inform us in advance. If you require using your products, we are not responsible for any damage from their use.

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Hard Wood & LVP Floor Advisory

Our cleaners exercise special care when cleaning hardwood and LVP (Luxury Vinyl Plank) floors. We use only non-toxic, pH-neutral solutions that are commonly used by professional cleaning companies unless you provide a specific cleaning product and request that we use it.

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While our methods are intended to be gentle and appropriate for routine maintenance cleaning, we cannot be held liable for any damage, lifting, peeling, bubbling, warping, finish deterioration, wax disturbance, adhesive failure, or other surface degradation that may occur during or after cleaning. This includes situations where normal cleaning may disturb pre-existing wear, weakened finish, loose planks, improperly installed flooring, manufacturer defects, or prior water exposure or anything else not mentioned herein.

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We also cannot assume responsibility for any issues resulting from the use of client-supplied products. It is the client’s responsibility to inform us of any manufacturer-specific care requirements, product restrictions, known vulnerabilities, or special maintenance instructions for their flooring prior to service.

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Heirlooms & Fragile Items

Customers are responsible for securing or removing any heirlooms, valuables, or highly fragile items prior to service. While our team takes great care during cleaning, accidents can happen. Home Neat Home is not liable for damage to items that are not properly secured or stored away. We are not responsible for items of high monetary or sentimental value, including collectibles, antiques, or irreplaceable pieces.

 

Breakage, Damage, and Loss Policy

Despite our team's best efforts and training, the reality is that occasional breakage can happen during the course of cleaning. Our work involves moving through homes with varying layouts, surfaces, furnishings, and fragile items, and even with great care, accidents may occur. We always handle your home with respect and caution; however, by the nature of the work, some risk of breakage is unavoidable.

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While we take great care when cleaning your home, Home Neat Home is not responsible for damage resulting from:

• Normal wear and tear

• Pre-existing damage, deterioration, or defects

• Improper installation of items

• Items that are already damaged, cracked, loose, unstable, or otherwise fragile

• Damage caused by undisclosed property conditions

• Damage to items improperly stored or placed in unstable positions

• Undisclosed fragile, valuable, collectible, antique, heirloom, or artwork items

• Damage resulting from customer negligence or actions of third parties

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Reporting Requirements:

To ensure timely and accurate resolution, all damage claims must be reported within twenty-four (24) hours of service completion.

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All claims must include:

• Clear photographic evidence of the alleged damage

• A detailed written description of the claim
 

Claims reported after the 24-hour reporting period will not be eligible for review, repair, replacement, reimbursement, or insurance consideration.
 

Coverage and Resolution:

Home Neat Home carries liability insurance for certain direct physical damage caused by our negligence during the performance of cleaning services. If a claim is approved, Home Neat Home will make reasonable efforts to repair or replace the damaged item; however, an identical replacement cannot be guaranteed due to product availability, discontinued products, age, fading, wear, manufacturer changes, or other factors beyond our control.
 

Any resolution shall be limited to the lesser of:
(a) the reasonable cost to repair or replace the damaged item or damaged component; or
(b) the item's fair market value immediately prior to the loss.
 

Home Neat Home shall not be responsible for any diminution in value, sentimental value, collectible value, or consequential damages arising from the repair or replacement of a damaged item.
 

Fine art, antiques, collectibles, heirlooms, jewelry, cash, negotiable instruments, and other items of extraordinary or sentimental value are cleaned, handled, or remain on the premises at the customer's sole risk unless Home Neat Home has expressly agreed in writing to provide special handling.

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Limitation of Liability

While our cleaners exercise reasonable care in performing cleaning services, Home Neat Home is not responsible for damage resulting from normal wear and tear, age-related deterioration, hidden or latent defects, manufacturer defects, improper installation, prior damage, latent weaknesses, or the inherent fragility of flooring, blinds, fixtures, furniture, décor, or other personal property. Older or previously used items may contain hidden weaknesses that are not visible before service and may fail during normal cleaning activities despite the exercise of reasonable care.

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Customers are responsible for identifying unusually fragile, unstable, valuable, or irreplaceable items before service begins. Failure to disclose such conditions may affect Home Neat Home's ability to evaluate or resolve a damage claim.

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Home Neat Home shall not be responsible for damage that occurs when an item fails, breaks, collapses, separates, cracks, loosens, or otherwise becomes damaged where the failure was caused primarily by the item's age, deterioration, prior damage, improper installation, hidden defect, latent weakness, or inherent fragility, rather than by any negligence of Home Neat Home. Examples include, but are not limited to, aged blinds, curtain rods, wall décor, shelving, fixtures, lamps, deteriorated furniture, weakened shelving, damaged flooring, mirrors, artwork, and other items that may fail during normal cleaning activities because of their existing condition.

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The discovery of damage following a cleaning service does not, by itself, establish that Home Neat Home caused the damage. Any claim must be supported by evidence demonstrating that the damage was more likely than not directly caused by the negligence of Home Neat Home or its employees during the performance of cleaning services.

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Home Neat Home's liability is limited to the specific portion of an item directly and verifiably damaged as a result of our cleaners' negligence. For example, if only a small section of flooring is damaged, Home Neat Home shall not be responsible for replacing the entire floor. Likewise, if a single blind slat, curtain panel, drape section, cabinet door, drawer front, countertop section, cushion, or similar component is damaged, any responsibility shall be limited to that specific component and shall not extend to replacement of an entire matching set or surrounding materials solely because identical color, age, texture, finish, pattern, or appearance cannot be achieved.

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If matching materials, finishes, fabrics, colors, or replacement components are unavailable due to age, fading, wear, discontinued products, manufacturer changes, or design differences, Home Neat Home shall not be responsible for replacing unaffected items solely to achieve a uniform appearance. Customers may wish to consult their homeowner's insurance carrier regarding any additional coverage that may be available.

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Home Neat Home maintains liability insurance; however, insurance coverage is subject to the applicable policy's terms, conditions, exclusions, limitations, deductibles, and coverage determinations. Home Neat Home does not guarantee that any particular claim will be covered, and all coverage decisions are made solely by the insurance carrier in accordance with the terms of the applicable policy.

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Theft Allegations & Missing Property Policy

Clients are responsible for securing and safeguarding cash, jewelry, firearms, prescription medications, collectibles, negotiable instruments, heirlooms, important documents, and other valuables before each cleaning visit. Home Neat Home strongly recommends that such items be removed from areas being cleaned or stored in a secure location.

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Home Neat Home takes all reports of missing property seriously and will cooperate fully and in good faith with law enforcement authorities and insurance carriers when appropriate. However, an allegation of theft or missing property does not, by itself, establish wrongdoing or legal responsibility. Home Neat Home will not accept responsibility for alleged theft, missing items, or unexplained losses based solely upon suspicion, speculation, or circumstantial allegations unsupported by credible evidence.

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If a client believes a theft has occurred and files a police report or requests a law enforcement investigation, Home Neat Home will cooperate fully with the investigating authorities by providing information reasonably requested and available to the company. Such cooperation shall not be construed as an admission of liability, negligence, wrongdoing, or responsibility by Home Neat Home or its employees.

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Clients must report any claim involving alleged theft, missing property, or unexplained loss within three (3) calendar days after the applicable cleaning service. Home Neat Home may request photographs, receipts, proof of ownership, a police report (if one has been filed), and any other documentation reasonably necessary to investigate the claim. Failure to provide timely notice or requested documentation may impair Home Neat Home's ability to investigate and resolve the matter.

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Home Neat Home reserves the right to deny any claim that is unsubstantiated, unsupported by credible evidence, fraudulent, or otherwise inconsistent with the available facts.

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The following items are excluded from any claim unless Home Neat Home has expressly agreed in writing to assume responsibility for them:

• Cash, gift cards, negotiable instruments, securities, cryptocurrency, or similar financial assets.

• Jewelry, precious metals, gemstones, watches, collectibles, heirlooms, artwork, and other items of extraordinary or sentimental value.

• Prescription medications, firearms, ammunition, and regulated items.

• Property for which ownership or value cannot be reasonably established.

• Claims based solely upon sentimental value or emotional distress.
   

Clients are encouraged to maintain adequate homeowner's or renter's insurance covering personal property and valuables. Nothing contained in these Terms of Service shall be construed as an admission of liability by Home Neat Home, its employees, agents, or representatives.

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Items We Cannot Clean

We are unable to clean certain items or areas:

• Mold removal (requires specialized treatment)

• Hoarding situations

• Areas containing bodily fluids, blood, or waste
   

Health and Safety

You must inform us of any health hazards present on the property (mold, asbestos, lead paint, etc.). You must disclose any infectious diseases present in the household. The Company reserves the right to refuse service or require additional protective equipment for hazardous conditions

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You agree to

Provide accurate contact, property address, and access information
Maintain a reasonably clean and safe working environment
Secure all valuables, important documents, and fragile items prior to service
Remove or secure any items you do not want moved or cleaned
Inform us of any special concerns, fragile items, or areas requiring extra care
Disclose any property conditions that may affect service (pets, health concerns, access issues, etc.)
Provide adequate notice of any changes to scheduled services
Treat our cleaners with respect and professionalism

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Unreachable Areas & Heavy Items

For safety reasons, our cleaners cannot climb higher than a step stool or move items weighing more than 35 pounds. Please move any heavy items before our cleaner’s arrival if you want us to clean behind them.

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Force Majeure

The Company shall not be liable for any failure or delay in performing services due to circumstances beyond our cleaner’s reasonable control, including but not limited to acts of God, severe weather, natural disasters, pandemics, government restrictions, or other emergencies. In such cases, we will reschedule your cleaning service at the earliest opportunity.

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Keys, Access & Security

Clients may provide a key directly to Home Neat Home, which will be securely stored at our office and issued to the assigned cleaner on the day of service. Many clients choose to share a door or garage code instead; this information is only shared with the assigned. However, if a client chooses to leave a door unlocked, provide an access code, or place a key in an unsecured location, Home Neat Home is understandably not liable for any loss, damage, or theft that may occur as a result.

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Communications

By providing your phone number and email address, you consent to receive communications regarding your cleaning bookings, including:

• Appointment confirmations and reminders

• Service updates or delays

• Billing and payment notifications

• Requests for feedback
   

You may also receive occasional promotional messages. You may opt out of promotional communications at any time by replying STOP to text messages or using the unsubscribe link in emails. Standard message and data rates may apply.
 

Termination

By Customer:

• You may discontinue services at any time by providing notice according to the cancellation policy

• For recurring services, you must cancel with proper notice to avoid charges for the next scheduled service

By Company:

• The Company may terminate services immediately for:

  • Non-payment

  • Unsafe working conditions

  • Verbal abuse or harassment of cleaners

  • Violation of these Terms

  • Providing false information
     

Non-Solicitation of Employees

Clients agree not to solicit or hire any of our cleaning employees for direct work. We invest significant time and resources invested in training our cleaning staff, and poaching them violates this agreement.

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Indemnification

You agree to indemnify and hold harmless the Company and its employees from any claims, damages, losses, or expenses arising from:

• Your failure to disclose property hazards or conditions

• Injuries occurring on your property due to conditions you created or failed to disclose

• Your violation of these Terms whether intentional or unintentional

• False accusations against cleaners
   

Dispute Resolution

Informal Resolution: Before initiating any formal dispute resolution, you agree to contact the Company to attempt to resolve the dispute informally for at least 30 days. Exceptions: Small claims court actions may be pursued in lieu of arbitration for claims within the court's jurisdiction.

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Modifications to Terms

The Company reserves the right to modify these Terms at any time. Your continued use of our services after changes take effect constitutes acceptance of the modified Terms.

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Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Entire Agreement.

These Terms, together with any service-specific agreements and our Privacy Policy, constitute the entire agreement between you and the Company regarding cleaning services and supersede all prior agreements and understandings.

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Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW:

• THE COMPANY'S TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM THESE TERMS OR THE SERVICES SHALL NOT EXCEED THE AMOUNT YOU PAID FOR SERVICES IN THE THREE MONTHS PRECEDING THE CLAIM

• THE COMPANY SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOSS OF DATA, OR BUSINESS INTERRUPTION

• SOME JURISDICTIONS DO NOT ALLOW CERTAIN LIMITATIONS OF LIABILITY, SO THESE LIMITATIONS MAY NOT APPLY TO YOU
   

Governing Law

These terms and conditions are governed by the laws of the State of Minnesota.
 

By booking cleaning services with Home Neat Home, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.
 

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