INTRODUCTION

Welcome to Novara Cleaning's Membership Program. Our membership plans are designed to provide you with consistent, high-quality cleaning services at predictable monthly rates with exclusive benefits and priority support. This Membership Policy outlines all terms, conditions, benefits, billing procedures, and rules governing your membership.

By enrolling in any Novara Cleaning membership plan, you agree to be bound by this Membership Policy, our Cancellation Policy, our Terms of Service, and our Privacy Policy.

1. MEMBERSHIP TIERS AND PRICING

Novara Cleaning offers three membership tiers to meet different household needs and cleaning frequencies. All memberships operate on a monthly subscription basis with automatic recurring billing.

1.1 Novara Monthly - $189/Month

Target Customer: Ideal for busy individuals or smaller households who want maintenance-level cleanings without overpaying.

Monthly Investment: $189 per month, billed automatically on your enrollment date

Membership Benefits:

• Includes 1 cleaning credit per month (up to 2 hours per cleaning)

• 48-hour reclean guarantee (if you're not satisfied, we'll come back within 48 hours)

• Priority support & flexible reschedules (members get faster response times)

• 20% off any extra hours of cleaning (if you need more than your included credits)

1.2 Novara Bi-Weekly - $289/Month

Target Customer: Designed for families or professionals who want a clean, refreshed home every other week.

Monthly Investment: $289 per month, billed automatically on your enrollment date

Membership Benefits:

• Includes 2 cleaning credits per month (up to 3 hours each cleaning)

• Dedicated cleaner match (same professional cleaner whenever possible for consistency)

• 25% off deep cleans & add-ons (substantial savings on enhanced services)

• Best cleaning guaranteed satisfaction (premium quality assurance)

1.3 Novara Weekly - $389/Month (RECOMMENDED)

Target Customer: For clients who want premium, hands-off upkeep and total peace of mind. Never worry about cleaning again.

Monthly Investment: $389 per month, billed automatically on your enrollment date

Membership Benefits:

• Includes 4 cleaning credits per month (up to 3 hours each cleaning)

• Dedicated cleaner & preferred time slot (your personal cleaner at your preferred day and time)

• Every 6 months, get a FREE deep clean (a $200-$300 value included at no additional cost)

• 30% off any extra hours of cleaning (maximum discount on additional services)

2. UNDERSTANDING CLEANING CREDITS

2.1 What Are Cleaning Credits?

Cleaning credits are the unit of service included in your membership. Each credit represents one scheduled cleaning session of the specified duration for your tier. Credits are allocated to your account automatically each month based on your membership level.

2.2 Credit Allocation by Tier

Novara Monthly: 1 credit per month (up to 2 hours)

Novara Bi-Weekly: 2 credits per month (up to 3 hours each)

Novara Weekly: 4 credits per month (up to 3 hours each)

2.3 Credit Expiration

Credits expire at the end of each monthly billing cycle and DO NOT roll over to the next month.

Example: If you are on the Novara Bi-Weekly plan and only use 1 of your 2 credits in a given month, the unused credit expires on your renewal date. You cannot save or accumulate credits for future use.

Exception: If you cannot use your credit due to our scheduling limitations or contractor availability issues, we will work with you to reschedule or provide a credit extension on a case-by-case basis.

Unused credits have no cash value and cannot be refunded or transferred.

2.4 Credit Usage and Scheduling

You must schedule your cleaning appointments in advance to use your credits. We recommend booking at least 7 days ahead to ensure availability, especially for preferred time slots.

Credits can only be used for standard cleaning services included in your membership tier. Deep cleans, specialized services, and add-ons require separate payment but are eligible for your membership discount.

2.5 Exceeding Credit Time Limits

Each credit includes a maximum time allocation based on your tier. If your cleaning requires more time than your credit allows:

• Additional hours will be billed at your membership discount rate (20%, 25%, or 30% off regular hourly rates depending on tier)

• You will be notified by the contractor if additional time is needed and must approve before extra charges apply

• Extra time is billed separately and charged to your payment method on file

3. BILLING AND PAYMENT

3.1 Automatic Recurring Billing

All memberships operate on automatic recurring billing. Your membership fee will be charged to your payment method on file on the same date each month (your enrollment date or renewal date).

By enrolling in a membership, you authorize Novara Cleaning to automatically charge your payment method each month until you cancel your membership according to the terms outlined in this policy.

3.2 Accepted Payment Methods

We accept the following payment methods for membership billing:

• Major credit cards (Visa, Mastercard, American Express, Discover)

• Debit cards with major card network logos

• ACH bank transfers (for approved accounts)

You must maintain a valid payment method on file at all times. Failure to do so may result in membership suspension or termination.

3.3 Failed Payments

If your payment method is declined or fails to process:

• First Attempt: We will retry the charge within 3 business days and notify you via email

• Second Attempt: If the retry fails, your account will be suspended and you will receive a notification requiring updated payment information

• Failed Payment Fee: A $25 failed payment processing fee will be added to your account balance

• Account Suspension: Your membership benefits are suspended immediately, and no cleanings will be scheduled until payment is resolved

• Account Termination: If payment is not received within 14 days, your membership will be automatically terminated

3.4 Price Changes

Novara Cleaning reserves the right to adjust membership pricing with 30 days advance written notice. Price changes will take effect on your next billing cycle after the notice period.

If you do not agree to a price increase, you may cancel your membership before the new rate takes effect without penalty.

3.5 Promotional Rates and Discounts

If you enrolled at a promotional or discounted rate, the promotion terms will specify the duration. After the promotional period ends, your membership will automatically renew at the standard rate unless you cancel.

4. MEMBERSHIP BENEFITS IN DETAIL

4.1 48-Hour Reclean Guarantee (Monthly Tier)

If you are not satisfied with your cleaning, contact us within 48 hours and we will send a cleaner back to address any areas of concern at no additional charge. This guarantee covers missed spots, incomplete tasks, or quality issues but does not cover damage to property or issues outside our control.

4.2 Priority Support & Flexible Reschedules (Monthly Tier)

As a member, you receive priority customer support with faster response times (typically within 4 hours during business hours). You also have more flexibility to reschedule appointments, though you must still comply with our 24-hour cancellation policy to avoid fees.

4.3 Dedicated Cleaner Match (Bi-Weekly & Weekly Tiers)

We will assign you a dedicated professional cleaner who will handle your cleanings whenever possible. This ensures consistency, builds trust, and allows your cleaner to learn your home and preferences over time. If your dedicated cleaner is unavailable, we will assign a qualified substitute and notify you in advance.

4.4 Discount on Extra Hours (All Tiers)

When you need cleaning services beyond your included credits, you receive a discount on the hourly rate:

• Novara Monthly: 20% off standard hourly rates

• Novara Bi-Weekly: 25% off standard hourly rates

• Novara Weekly: 30% off standard hourly rates

4.5 Discount on Deep Cleans & Add-Ons (Bi-Weekly & Weekly Tiers)

Members receive substantial discounts on enhanced services:

• Novara Bi-Weekly: 25% off deep cleaning services, refrigerator cleaning, oven cleaning, window washing, and other add-on services

• Novara Weekly: 30% off all enhanced and add-on services

4.6 Free Deep Clean Every 6 Months (Weekly Tier Only)

Novara Weekly members receive a complimentary deep cleaning service every 6 months of continuous membership. This is a comprehensive top-to-bottom deep clean valued at $200-$300, included at no additional cost. The deep clean must be scheduled within the eligible window and cannot be exchanged for cash value or transferred.

4.7 Preferred Time Slot (Weekly Tier Only)

Novara Weekly members receive priority scheduling and can reserve a preferred recurring time slot (same day and time each week). This ensures maximum convenience and consistency. Your dedicated cleaner will arrive at your preferred time unless you request a change or an emergency prevents it.

5. SCHEDULING AND CANCELLATIONS

5.1 Scheduling Your Cleanings

You are responsible for scheduling your cleaning appointments each month to use your credits. We recommend scheduling at least 7 days in advance to ensure availability.

For recurring weekly or bi-weekly members, we will establish a regular schedule at enrollment, but you retain the flexibility to modify appointments as needed with proper notice.

5.2 Cancellation and Rescheduling

All members must comply with our 24-Hour Cancellation Policy.

You must cancel or reschedule appointments at least 24 hours before your scheduled time to avoid cancellation fees. Membership status does NOT exempt you from cancellation fees for late cancellations or no-shows.

Cancellation Fee Structure:

• Cancellations with 24+ hours notice: No fee, credit remains available for the month

• Cancellations with less than 24 hours notice: Standard cancellation fee applies ($50-$100 depending on service type), credit is forfeited

• No-shows: 100% charge equal to service value, credit is forfeited

5.3 Unused Credits

If you do not schedule or use your credits in a given month, they expire and no refund or credit is provided.

It is your responsibility to schedule and use your credits before they expire. Novara Cleaning is not obligated to refund unused credits or provide makeup services.

6. MEMBERSHIP CHANGES AND UPGRADES

6.1 Upgrading Your Membership

You may upgrade to a higher membership tier at any time. The new rate will take effect immediately, and you will be charged a prorated amount for the remainder of your current billing cycle. Your next full billing cycle will reflect the new tier pricing.

Example: If you are on Novara Monthly ($189/month) and upgrade to Novara Bi-Weekly ($289/month) on day 15 of your billing cycle, you will be charged $50 (the prorated difference for the remaining 15 days). Your next billing cycle will be the full $289.

6.2 Downgrading Your Membership

You may downgrade to a lower membership tier, but the change will take effect at the start of your next billing cycle. You will continue to receive the benefits of your current tier until your renewal date.

No prorated refunds are provided for downgrades. You must continue to pay for your current tier through the end of the billing cycle.

6.3 Pausing Your Membership

We understand that life circumstances change. You may request to pause your membership for up to 60 days for reasons such as:

• Extended travel or vacation

• Home renovation or construction

• Medical or family emergencies

• Temporary relocation

Pause Requirements:

• Must provide at least 7 days notice before your next billing date

• Billing is suspended during the pause period (no charges)

• Credits do not accumulate during the pause

• Maximum pause duration is 60 days per calendar year

• Membership automatically resumes after pause period unless you cancel

• Dedicated cleaner assignments may not be guaranteed after extended pauses

7. MEMBERSHIP CANCELLATION

7.1 How to Cancel

You may cancel your membership at any time by contacting us via:

• Email: membership@novaracleaning.com

• Phone: [Insert Phone Number]

• Online: Through your customer portal

Cancellations must be submitted at least 7 days before your next billing date to avoid being charged for the following month.

7.2 Cancellation Timing

Cancellations take effect at the end of your current paid billing cycle. You will continue to have access to your membership benefits and credits until your paid period expires.

Example: If you cancel on November 10th and your next billing date is November 20th, your cancellation will take effect on November 20th. You will not be charged again, but you can use your remaining credits through November 20th.

7.3 No Refunds for Partial Months

Membership fees are non-refundable. If you cancel mid-cycle, you will not receive a prorated refund for the unused portion of the month. However, you may continue to use your remaining credits until the end of your paid period.

7.4 Reactivation

If you cancel your membership and wish to rejoin later, you may do so at the current membership rates. Previous membership benefits, promotional rates, and tenure-based perks do not automatically carry over. Dedicated cleaner assignments are subject to availability.

8. MEMBER RESPONSIBILITIES

8.1 Property Access

You must provide reliable access to your property for each scheduled cleaning:

• Accurate address and access instructions

• Working gate codes, door codes, or lockbox access

• Clear parking instructions

• Notification of pets and proper containment

Failure to provide access will be treated as a no-show and result in forfeiture of your credit plus applicable fees.

8.2 Property Condition

Your property should be in reasonable condition for cleaning services:

• Remove clutter, personal items, and valuables from surfaces

• Secure or disclose any hazardous conditions

• Provide necessary cleaning supplies if you have specific product preferences

Excessively dirty, hazardous, or hoarding conditions may require a deep clean or specialized service at additional cost.

8.3 Communication and Respect

Members are expected to:

• Communicate clearly and respectfully with our team and contractors

• Provide timely feedback about service quality

• Report issues or concerns promptly and professionally

• Treat our contractors with dignity and professionalism

Abusive, threatening, or disrespectful behavior toward our team will result in immediate membership termination without refund.

8.4 Payment Method Maintenance

You must keep a valid payment method on file at all times. Update expired cards or changed banking information immediately to avoid service interruption.

9. COMPANY RIGHTS AND OBLIGATIONS

9.1 Service Standards

Novara Cleaning commits to providing professional, high-quality cleaning services. We ensure all contractors are properly vetted, trained, and held to our quality standards. We maintain general liability insurance to protect your property.

9.2 Right to Refuse Service

We reserve the right to refuse service or terminate memberships for:

• Unsafe or hazardous property conditions

• Abusive or threatening behavior

• Repeated violations of our policies

• Non-payment or fraudulent activity

• Properties outside our service area

9.3 Scheduling and Availability

While we make every effort to accommodate your preferred schedule, we cannot guarantee availability at all times. During peak seasons or high-demand periods, appointment availability may be limited. We will work with you to find suitable alternative times.

9.4 Contractor Substitutions

While we strive to provide dedicated cleaner consistency for Bi-Weekly and Weekly members, contractor substitutions may occasionally be necessary due to illness, emergencies, or scheduling conflicts. We will notify you in advance whenever possible and ensure substitute contractors meet our quality standards.

10. LIMITATION OF LIABILITY

Novara Cleaning's liability for any damages, losses, or claims related to membership services is limited to the amount you paid for membership fees in the most recent billing cycle.

We maintain general liability insurance to cover accidental property damage during service delivery. Claims must be reported within 24 hours of service completion and will be subject to verification and our insurance policy terms. We are not liable for pre-existing damage, normal wear and tear, or damage caused by factors outside our control.

11. PRIVACY AND DATA PROTECTION

Your personal information, payment details, and property information are protected according to our Privacy Policy. We use this information solely to provide membership services, process payments, schedule cleanings, and communicate with you about your account. We do not sell or share your personal information with third parties except as required to deliver services or comply with legal obligations.

12. DISPUTE RESOLUTION

If you have a concern or dispute regarding your membership or services:

• Step 1: Contact our customer support team immediately to discuss the issue

• Step 2: We will investigate and attempt to resolve the matter within 5 business days

• Step 3: If resolution cannot be reached, disputes will be resolved through binding arbitration in accordance with our Terms of Service

Do NOT initiate chargebacks for membership fees or service charges without first contacting us to resolve the issue. Fraudulent chargebacks will result in membership termination and potential legal action.

13. MODIFICATIONS TO MEMBERSHIP POLICY

Novara Cleaning reserves the right to modify this Membership Policy at any time. Material changes will be communicated via email at least 30 days before taking effect. Continued membership after the notice period constitutes acceptance of the updated terms. If you do not agree to the changes, you may cancel your membership before they take effect.

14. CONTACT INFORMATION

Questions about your membership or this policy?

Novara Cleaning

Email: membership@novaracleaning.com

Website: https://novaracleaning.com/membership

15. ACKNOWLEDGMENT AND AGREEMENT

By enrolling in a Novara Cleaning membership, you acknowledge that:

• You have read, understood, and agree to this Membership Policy

• You authorize automatic recurring billing to your payment method

• You understand that credits expire monthly and do not roll over

• You agree to provide at least 24 hours notice for cancellations

• You understand membership fees are non-refundable

• You agree to maintain a valid payment method on file

• You must provide 7 days notice to cancel and avoid next month's charge

• You agree to comply with all company policies and treat our team with respect

Welcome to Novara Cleaning! We're excited to provide you with exceptional cleaning services and peace of mind.

Last Updated: November 9, 2025

© 2025 Novara Cleaning. All Rights Reserved.

END OF MEMBERSHIP POLICY