Cleanr Booking Protection Policy

Effective Date: March 1, 2026

Cleanr may make available limited Cleanr Booking Protection for certain eligible bookings made and paid entirely through the Cleanr platform. This Policy explains when Cleanr Booking Protection may apply, what may be covered, what is excluded, how claims must be submitted, and how Cleanr may review claims.

Cleanr Booking Protection is a limited contractual platform protection program. It is not insurance, is not a guarantee that every complaint or loss will be approved, and applies only as expressly described in this Policy.

1. Purpose

Cleanr Booking Protection is designed to support trust and accountability for certain eligible bookings made and paid entirely through Cleanr.

For qualifying bookings, Cleanr may review certain claims involving accidental property damage or similar covered issues arising directly from the booked service, subject to the requirements, exclusions, deadlines, and limits in this Policy.

2. Eligible Bookings

A booking may be eligible for Cleanr Booking Protection only if all of the following are true:

• the booking was requested through the Cleanr platform
• the booking was accepted, managed, and completed through the Cleanr platform
• payment for the booking was made entirely through Cleanr
• the service was within a category authorized by Cleanr
• the provider was active and in good standing on the platform at the time of service
• the customer complied with Cleanr’s reporting, cooperation, and documentation requirements
• the booking was not modified off-platform in a way that avoided platform rules, monitoring, or payment requirements

If any of these conditions are not met, the booking may be ineligible for Cleanr Booking Protection.

3. What May Be Covered

Subject to review, exclusions, documentation requirements, and applicable limits, Cleanr may consider reimbursement or another remedy for:

• accidental physical damage to customer property caused during an eligible booked service
• limited direct loss resulting from clearly documented negligence during an eligible booked service
• in appropriate cases, a service credit, partial refund, re-service remedy, or similar resolution

Any determination of coverage, eligibility, or remedy is made by Cleanr in its sole discretion, subject to applicable law.

4. What Is Not Covered

Cleanr Booking Protection does not cover:

• cash, currency, securities, or financial instruments
• jewelry, watches, collectibles, artwork, antiques, or items of unusual or irreplaceable value
• items of purely sentimental value
• pre-existing damage
• ordinary wear and tear
• cosmetic issues that do not materially affect use or function
• damage unrelated to the booked service
• extra tasks or services requested outside the booked scope
• off-platform work, cash jobs, side arrangements, or direct bookings outside Cleanr
• mold, pests, vermin, structural issues, plumbing failures, electrical issues, or maintenance defects not caused by the provider during the booked service
• bodily injury, personal injury, medical claims, emotional distress, or pain and suffering
• automobile, vehicle, or transportation-related incidents
• theft, intentional misconduct, fraud, collusion, false claims, or criminal acts
• business interruption, lost profits, loss of use, diminished value, or consequential damages
• unsupported, undocumented, exaggerated, retaliatory, or late-reported claims

5. Reporting Deadline

To be considered for review, a claim must be submitted to Cleanr within 48 hours after the scheduled service end time for the booking at issue.

Claims submitted after that deadline may be denied, except where a different timeframe is required by applicable law or expressly stated by Cleanr in writing.

6. Claim Submission Requirements

To submit a claim, the customer must provide requested supporting information, which may include:

• a written description of what happened
• the booking number or booking identifier
• the date and time the issue was discovered
• photographs or videos sufficient to document the issue
• receipts, repair estimates, invoices, replacement documentation, or proof of value, where applicable
• any additional information reasonably requested by Cleanr for review

Failure to provide requested documentation or supporting information may result in denial of the claim.

7. Investigation and Cooperation

Customers and providers must cooperate fully with any claim, complaint, incident, or trust and safety review related to Cleanr Booking Protection.

This may include providing:

• statements or explanations
• photos, videos, or other evidence
• booking details
• communication history
• timing or service information
• receipts, invoices, estimates, or proof of value
• any other reasonably requested supporting materials

Failure to cooperate in a timely and complete manner may result in denial of the claim or other account action.

8. Review and Resolution

If Cleanr reviews a claim under this Policy, Cleanr may, in its sole discretion:

• deny the claim
• request additional information
• approve the claim in full or in part
• issue a service credit instead of a cash payment
• provide a partial refund
• arrange or offer re-service
• determine that the issue falls outside the scope of this Policy
• escalate the matter for additional internal review

Any review under this Policy is conducted in good faith based on the available information, documentation, account activity, booking history, and other relevant factors.

9. Settlement Methodology

If Cleanr approves a claim, Cleanr may determine the remedy using one or more of the following approaches:

• estimated repair cost
• fair market value
• replacement value adjusted for age, condition, and depreciation where appropriate
• service credit
• refund or partial refund
• another reasonable remedy selected by Cleanr

Cleanr may request one or more repair estimates, invoices, or supporting documents and may rely on internal review or third-party information where appropriate.

10. Maximum Protection Amount

Unless Cleanr expressly states otherwise for a specific category or booking type, the maximum total amount available under Cleanr Booking Protection for any single eligible booking is $1,000.

This maximum is the total combined amount available for all claims, losses, or issues arising from the same booking.

11. No Admission of Liability

Any communication, investigation, review, service credit, refund, reimbursement, or payment made by Cleanr under this Policy does not constitute:

• an admission of liability
• an admission of fault
• an admission of employment status
• an admission of agency or control over the provider
• a waiver of any rights, defenses, or limitations available to Cleanr

12. Not Insurance

Cleanr Booking Protection is a limited platform protection program. It is not insurance, is not a warranty, and is not a substitute for homeowners, renters, commercial, liability, or other personal or business insurance coverage.

13. Fraud, Abuse, and Policy Circumvention

Cleanr reserves the right to deny any claim that appears, in Cleanr’s judgment, to involve:

• fraud
• collusion
• retaliation
• exaggeration
• repeated abuse
• policy circumvention
• incomplete or misleading information
• conduct inconsistent with Cleanr’s Terms, policies, or platform records

Cleanr may also suspend, restrict, or terminate accounts connected to fraudulent or abusive claim activity.

14. Off-Platform Transactions Void Protection

Cleanr Booking Protection applies only to eligible bookings made and paid entirely through the Cleanr platform.

If a user or provider moves the service, payment, or related arrangement off-platform, any potential Cleanr Booking Protection associated with that work is void.

15. Relationship to Other Terms

This Policy is incorporated by reference into the Cleanr Terms & Conditions. In the event of a conflict between this Policy and the general Terms & Conditions, this Policy will control only with respect to matters specifically governed by Cleanr Booking Protection.

All other platform use remains subject to the Cleanr Terms & Conditions and Privacy Policy.

16. Changes to This Policy

Cleanr may update this Policy from time to time. Any updates will be effective when posted, unless a different effective date is stated. Continued use of the platform after updated terms are posted constitutes acknowledgment of the revised Policy.

17. Contact

For questions about this Policy or to submit a claim or support request related to Cleanr Booking Protection, contact:

Cleanr LLC
Email: legal@cleanr.app
Support: support@cleanr.app
Address: 8 The GRN, STE. B Dover, DE. 19901
Phone: (470) 857-1116