This Refund Policy supplements and incorporates by reference the NovaraCleaning Terms of Service available at novaracleaning.com/terms. In the event of any conflict between this Refund Policy and the Terms of Service, the Terms of Service control. Capitalized terms not defined here have the meaning given in the Terms of Service.

IMPORTANT LEGAL NOTICE: This Refund Policy contains strict limitations on refund eligibility and binding anti-fraud provisions. By booking services, submitting payment, or using our services, you agree to be bound by this Refund Policy in conjunction with our Terms of Service. Unauthorized chargebacks and bad-faith payment disputes are governed by Section 9 of our Terms of Service and will result in the consequences described therein and herein.

1. GOVERNING PRINCIPLE — ALL SALES FINAL AFTER SERVICE

1.1 NovaraCleaning operates on an All Sales Final basis once service has been rendered. Cleaning is a labor-based, time-based, perishable service. Once our contractor has performed the work, the labor cannot be returned, recovered, or resold. As such, payments for completed services are non-refundable except in the narrow circumstances expressly set forth in this Policy and in Section 7 (Service Guarantee) of our Terms of Service.

1.2 Our standard and primary remedy for any legitimate quality concern is a complimentary re-clean, not a refund, as established in Section 7 of our Terms of Service. The re-clean restores the value of the service you purchased. A refund is not a substitute for the re-clean remedy and will not be offered in its place except as stated in this Policy.

1.3 By booking, you acknowledge that you are purchasing professional labor performed to a documented checklist standard, not a guaranteed subjective outcome. Personal dissatisfaction with results that meet the applicable service checklist does not constitute grounds for a refund.

2. THE REFUND REMEDY HIERARCHY

NovaraCleaning resolves service concerns in the following mandatory order. You must exhaust each tier before the next becomes available.

2.1 Tier One — Complimentary Re-Clean (Primary and Default Remedy). Subject to the conditions in Section 7 of the Terms of Service (24-hour written reporting, specific concerns identified, property undisturbed, re-clean within 3 business days), we will re-clean the specific areas of concern at no charge. This is the default and expected resolution.

2.2 Tier Two — Account Credit. If a re-clean is impractical (for example, you have moved out of the property), we may, at our sole discretion, offer an account credit toward future service. Credits are issued at up to 110% of the disputed service value, are non-transferable, expire twelve (12) months from issuance, and are not redeemable for cash.

2.3 Tier Three — Partial Refund. Only after a re-clean has been offered and either completed unsatisfactorily or validly declined, and only where account credit is refused, may a partial refund be considered. Partial refunds are discretionary and range from 10% to 50% of the service fee actually paid.

2.4 Tier Four — Full Refund. Full refunds are issued only under the limited conditions in Section 4 of this Policy and require written approval from NovaraCleaning management.

2.5 Declining the Tier One re-clean remedy without a documented valid reason (such as relocation from the property) constitutes a waiver of all further refund eligibility under this Policy.

3. CONDITIONS PRECEDENT TO ANY REFUND CONSIDERATION

No refund of any kind will be considered unless ALL of the following conditions are satisfied. These are strict conditions precedent, not guidelines.

3.1 Written Report Within 24 Hours. You must report the issue in writing to refunds@novaracleaning.com within twenty-four (24) hours of service completion, consistent with the reporting window in Section 7.1 of our Terms of Service. Issues reported after 24 hours are categorically ineligible for any refund.

3.2 Specific, Itemized Concerns. You must identify the specific areas and specific checklist items you allege were not completed, with reasonable detail. General statements such as "it wasn't clean" or "I'm not happy" do not satisfy this requirement.

3.3 Photographic Documentation. You must provide clear, timestamped photographs of each alleged deficiency. We compare your photographs against our contractor's timestamped before-and-after photographs and GPS service records retained under Section 12 of our Terms of Service.

3.4 Undisturbed Property. The property must not have been occupied, used, or disturbed since the original service, consistent with Section 7.1 of our Terms of Service. Once a property is re-occupied, we cannot verify the condition at time of service and no refund will be issued.

3.5 Account in Good Standing. You must have no outstanding balances, no prior chargebacks, and no history of fraudulent or bad-faith claims. Accounts not in good standing are ineligible for refunds.

3.6 Failure to satisfy any one of these conditions precedent renders the refund request void without further review.

4. THE ONLY CIRCUMSTANCES ELIGIBLE FOR A FULL REFUND

Full refunds are strictly limited to the following circumstances, each requiring verification against our retained evidence and written management approval:

4.1 Total Non-Performance. Service was charged but not performed at all — not partially, not at the wrong scope, but entirely not performed — and our own records confirm no contractor attended the property.

4.2 Contractor No-Show With No Makeup. Our contractor failed to attend and we were unable to provide a replacement or reschedule within seven (7) days at your reasonable convenience. (Note: per Section 11 of our Terms of Service, where the failure is our error, you are not charged in the first instance.)

4.3 Duplicate or Erroneous Charge. You were charged more than once for the same service, or charged due to a verified billing system error, with no service rendered for the duplicate charge.

4.4 Pre-Approved Management Settlement. NovaraCleaning management, in its sole and absolute discretion, determines a full refund is warranted to resolve a specific dispute. Such a refund is a one-time accommodation, is not an admission of liability, and establishes no precedent or entitlement for any future request.

4.5 No circumstance outside of those listed in this Section 4 qualifies for a full refund. This list is exhaustive.

5. CATEGORICALLY NON-REFUNDABLE — NO EXCEPTIONS

The following are never refundable under any circumstances, consistent with Sections 6.3 and 6.4 of our Terms of Service:

5.1 Services performed in accordance with the applicable service checklist and industry standards.

5.2 Subjective dissatisfaction, buyer's remorse, change of mind, or change in personal circumstances.

5.3 Cancellation fees, late-cancellation fees, and no-show charges properly assessed under our Cancellation Policy and Section 6 of our Terms of Service.

5.4 Same-day cancellations and no-shows, which forfeit 100% of payment per Section 6.1 of our Terms of Service.

5.5 Failed-payment administrative fees ($15 per attempt, per Section 5.6 of our Terms of Service) and chargeback administrative fees ($150 per dispute, per Section 9.4 of our Terms of Service).

5.6 Lockouts, denied access, incorrect access codes, or any access failure caused by the Customer.

5.7 Services or tasks not included in the purchased package, including items the Customer assumed were included but were never booked or paid for as add-ons (for example, interior fridge, interior oven, baseboards on a standard clean, interior windows, laundry, dishes, or organizing).

5.8 Issues arising from pre-existing conditions, property deterioration, wear and tear, stains or damage that cannot be remedied by cleaning, or conditions not disclosed at booking (including mold, pest infestation, biohazards, or hoarding conditions).

5.9 New messes, damage, or disturbances introduced after service completion, including by the Customer, their family, guests, pets, or other parties.

5.10 Promotional or discounted services (including the 50% off first clean and the $99 first clean offer), which are eligible only for the full-refund circumstances in Section 4 and are never eligible for partial refunds.

5.11 Tips, gratuities, taxes, payment-processing fees, and any add-on services already performed.

5.12 Any request submitted after the 24-hour reporting window has closed.

6. WHAT WILL NOT BE ACCEPTED AS GROUNDS FOR A REFUND

Consistent with our Terms of Service, the following statements and claims do not establish grounds for any refund, credit, or compensation:

• "It just didn't feel clean enough" (without itemized, documented deficiencies)

• "I expected more for the price"

• "Someone else does it better"

• "I changed my mind"

• "I found a cheaper service"

• "I don't have the money right now"

• "The cleaner was here too long" or "not long enough"

• "I didn't like the products used"

• "I want money back but won't allow a re-clean"

• "I won't give specific details, I just want a refund"

• "I'll dispute the charge if you don't refund me"

Personal dissatisfaction absent documented service failure, verified against our retained evidence, is not a refundable event. Threats to initiate a chargeback do not alter refund eligibility and are addressed in Section 8 below and Section 9 of our Terms of Service.

7. REFUND REQUEST PROCEDURE

7.1 Submission. Submit all refund requests in writing to refunds@novaracleaning.com within 24 hours of service. Include your booking confirmation number, date of service, itemized concerns, and timestamped photographs. Verbal requests and voicemails do not constitute valid notice.

7.2 Evidence Review. We review your submission against our retained documentation under Section 12 of our Terms of Service, including timestamped before-and-after photographs, GPS arrival and departure data, the completed service checklist, and all communication logs.

7.3 Re-Clean Offer. Where the concern is legitimate, we will offer the Tier One re-clean remedy. You must accept the re-clean or provide a documented valid reason for declining.

7.4 Determination. Management reviews qualifying requests within five (5) business days and issues a written determination of the remedy, if any.

7.5 Processing. Approved refunds are issued only to the original payment method. Credit card refunds post within 5–10 business days; ACH refunds within 3–7 business days. Account credits apply immediately. Payment-processing fees are not included in any refund.

7.6 One Determination Per Service. Each service is evaluated independently. A concern about one service does not entitle you to a refund of any other service, package, or membership period.

8. CHARGEBACKS — MANDATORY PROCESS AND CONSEQUENCES

8.1 This Section operates in conjunction with Section 9 of our Terms of Service. Nothing in this Refund Policy limits, reduces, or waives any right or remedy available to NovaraCleaning under Section 9 of the Terms of Service.

8.2 Mandatory Pre-Chargeback Resolution. Before initiating any chargeback, bank dispute, or payment reversal, you are contractually required to complete the dispute resolution process in Section 9.1 of our Terms of Service: contact us in writing, provide specifics, and allow us 72 hours to investigate and respond. A chargeback filed without completing this process is an unauthorized chargeback.

8.3 Unauthorized Chargebacks Constitute Fraud. As established in Section 9.2 of our Terms of Service, an unauthorized chargeback constitutes material breach, fraud under Maryland law, theft of services, and may constitute wire fraud under 18 U.S.C. § 1343.

8.4 We Contest Every Illegitimate Chargeback. Per Section 9.3 of our Terms of Service, we submit a comprehensive representment package to the card network including these Terms, your acceptance record, timestamped before-and-after photographs, GPS service data, complete communication logs, the completed checklist, payment records, and device and IP logs. A signed on-site completion confirmation, where obtained, is included.

8.5 Financial Liability for Fraudulent Chargebacks. Per Section 9.4 of our Terms of Service, an unauthorized chargeback makes you immediately liable for: 100% of the original service amount; a $150 administrative fee per dispute; all processor chargeback fees; all attorneys' fees and litigation costs; all collection costs (typically 25–40% of the debt); interest at the maximum lawful rate; and treble damages where permitted under Maryland consumer protection law.

8.6 Criminal and Civil Referral. Per Section 9.5 of our Terms of Service, fraudulent chargebacks are reported to law enforcement, may be investigated as theft by deception under Maryland law and as federal wire fraud, and result in permanent ban and reporting to credit bureaus and fraud databases.

8.7 No Refund During Active Chargeback. Once a chargeback is filed, all voluntary refund and credit options are immediately and permanently withdrawn for that transaction. The matter proceeds exclusively through the card network representment process and, where applicable, the remedies in Section 9 of our Terms of Service. We will not negotiate a separate refund while a chargeback is pending or after one has been filed.

9. FRAUDULENT AND BAD-FAITH REFUND CLAIMS

9.1 Submitting false documentation, manufactured or misattributed photographs, fabricated complaints, staged conditions, or knowingly false statements in pursuit of a refund constitutes fraud under Section 8.1 of our Terms of Service.

9.2 We maintain comprehensive evidence for every job under Section 12 of our Terms of Service for a minimum of four (4) years. Claims are verified against this evidence.

9.3 Customers found to have submitted fraudulent or bad-faith refund claims are subject to the consequences in Section 8.5 of our Terms of Service: immediate termination, forfeiture of all payments, permanent ban, civil litigation including treble damages where permitted, and referral to law enforcement.

10. MEMBERSHIP AND RECURRING SERVICE REFUNDS

10.1 Recurring Novara Glow membership services are governed by the Novara Glow Membership Agreement and Section 6.2 of our Terms of Service. Cancellation requires fourteen (14) days' written notice before the next billing cycle.

10.2 Membership fees for service periods already commenced or completed are non-refundable.

10.3 The first-visit deep clean fee is non-refundable once that first deep clean has been performed. If you cancel before the first deep clean occurs, that fee is refunded.

10.4 A quality concern regarding a single visit within a membership is handled under the re-clean remedy and does not entitle you to a refund of any other visit or of the membership as a whole.

11. NON-WAIVER AND DISCRETIONARY ACCOMMODATIONS

11.1 Any refund, credit, or accommodation issued by NovaraCleaning outside the strict terms of this Policy is a one-time, discretionary act of goodwill. It is not an admission of liability, does not modify this Policy, and creates no precedent or entitlement for any future request.

11.2 Our failure to enforce any provision of this Policy on any occasion is not a waiver of our right to enforce it on any other occasion.

12. REFUND REVERSAL

12.1 If any refund or credit is issued in reliance on information later determined to be false, incomplete, or fraudulent, NovaraCleaning reserves the right to reverse the refund, re-charge the original payment method, and pursue the amount plus interest, recovery costs, and the remedies in Section 9 of our Terms of Service.

13. GOVERNING TERMS, ARBITRATION, AND GOVERNING LAW

13.1 This Refund Policy is governed by and construed under the laws of the State of Maryland, consistent with Section 13.7 of our Terms of Service.

13.2 Any dispute arising from this Refund Policy is subject to the binding arbitration and class action waiver provisions in Section 13 of our Terms of Service, including our right to seek immediate injunctive relief in court to enforce Sections 8 and 9 of our Terms of Service.

13.3 This Policy supplements our Terms of Service. To the extent of any conflict, the Terms of Service control.

14. MODIFICATIONS

14.1 NovaraCleaning reserves the right to modify this Refund Policy at any time. Material changes will be posted with notice as provided in Section 14.2 of our Terms of Service. The Policy in effect at the time of your booking applies to that booking. Continued use of our services constitutes acceptance.

15. CONTACT

Novara Cleaning LLC Refund Requests: refunds@novaracleaning.com General Support: support@novaracleaning.com Address: 7404 Executive Place, Lanham, MD 20706

For a refund request to be valid, it must be submitted in writing within 24 hours of service to refunds@novaracleaning.com with itemized concerns and timestamped photographs.

16. ACKNOWLEDGMENT

By booking a cleaning service with NovaraCleaning, you acknowledge that:

• You have read and understand this Refund Policy and our Terms of Service

• You understand that completed services are final and non-refundable except in the narrow circumstances expressly stated herein

• You understand the re-clean is the primary remedy and that declining it waives further refund eligibility

• You agree to report any concern in writing within 24 hours with itemized detail and photographic documentation

• You understand subjective dissatisfaction is not grounds for a refund

• You understand that unauthorized chargebacks constitute fraud and are governed by Section 9 of our Terms of Service, with the financial, civil, and criminal consequences stated therein

• You agree that this Policy is strict, exhaustive, and enforced without exception

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