IMPORTANT LEGAL NOTICE: These Terms of Service contain binding arbitration, class action waiver, and strict anti-fraud provisions. By using our services, booking appointments, or making payments, you agree to be legally bound by all terms herein. Fraudulent activity, including unauthorized chargebacks, false claims, or payment disputes made in bad faith, will result in immediate legal action, criminal referrals, and collection proceedings as detailed in Sections 8, 9, and 12.

1. AGREEMENT TO TERMS

1.1 These Terms of Service (“Terms”, “Terms of Service”, “Agreement”) constitute a legally binding agreement between you (“Customer”, “Client”, “Member”, “User”, “you”) and Novara Cleaning LLC, a Maryland limited liability company (“Novara Cleaning”, “Company”, “we”, “us”, “our”).

1.2 By accessing our website (www.novaracleaning.com), booking services, creating an account, submitting payment information, or using any of our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and all policies referenced herein.

1.3 If you do not agree with any provision of these Terms, you must immediately discontinue all use of our services and refrain from booking any appointments.

1.4 BINDING EFFECT. Acceptance of these Terms occurs automatically upon: (a) clicking “I Agree” or similar button, (b) submitting an online booking request, (c) providing payment information, (d) granting access to your property for service, or (e) any other action indicating acceptance of our services.

1.5 These Terms supersede all prior oral or written agreements, representations, or understandings regarding our services.

2. ELIGIBILITY AND ACCOUNT REQUIREMENTS

2.1 To use our services, you must:

• Be at least 18 years of age

• Have legal authority to enter into binding contracts

• Provide accurate, current, and complete information during registration and booking

• Have legal authority to authorize service at the property address provided

• Possess a valid payment method (credit card, debit card, or bank account)

2.2 ACCOUNT SECURITY. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must immediately notify us of any unauthorized use of your account or any other breach of security.

2.3 ACCURATE INFORMATION REQUIREMENT. You agree to provide truthful, accurate, and complete information during all interactions with Novara Cleaning. Providing false, misleading, or fraudulent information constitutes material breach of these Terms and grounds for immediate service termination, account closure, and potential legal action.

2.4 VERIFICATION. We reserve the right to verify any information you provide, including but not limited to identity verification, payment method verification, property ownership or rental authorization, and legitimacy of service requests.

3. SERVICES DESCRIPTION

3.1 Novara Cleaning provides professional residential cleaning services in Maryland, Washington D.C., and Northern Virginia, including but not limited to:

• Standard cleaning services (routine maintenance cleaning)

• Deep cleaning services (comprehensive detailed cleaning)

• Move-in/move-out cleaning services

• Novara Glow recurring membership cleaning services

• Add-on specialty cleaning services

3.2 Detailed scope of each service type is available on our website and in service-specific agreements. By booking a service, you acknowledge reviewing and understanding the scope and limitations of that service.

3.3 SERVICE MODIFICATIONS. We reserve the right to modify, suspend, or discontinue any service offering at any time with or without notice. We are not liable for any modification, suspension, or discontinuance of services.

3.4 NO GUARANTEE OF AVAILABILITY. While we strive to accommodate all service requests, we do not guarantee availability on any specific date or time. Service availability is subject to team capacity, geographic coverage, and operational considerations.

4. BOOKING AND SCHEDULING

4.1 Services may be booked through our website (www.novaracleaning.com), online booking portal (book.novaracleaning.com), phone, email, or other approved channels.

4.2 BOOKING CONFIRMATION. Bookings are not confirmed until: (a) full payment is received and processed, (b) written confirmation is sent via email or text message, and (c) the appointment appears in our scheduling system.

4.3 ACCURATE PROPERTY INFORMATION. Customer must provide accurate information about the property during booking, including square footage, number of rooms, property condition, pet presence, access instructions, and any special considerations. Materially inaccurate information may result in service adjustment, additional fees, or service cancellation without refund.

4.4 RESCHEDULING. Rescheduling requests must be submitted at least 48 hours before the scheduled appointment. Multiple rescheduling requests may result in additional fees, loss of priority scheduling, or cancellation of service.

4.5 COMPANY SCHEDULING CHANGES. We reserve the right to reschedule appointments due to emergencies, weather, team illness, or operational needs. We will make reasonable efforts to provide advance notice and alternative scheduling options.

5. PAYMENT TERMS

5.1 PAYMENT REQUIRED AT BOOKING. Full payment is required at the time of booking for one-time services. Recurring membership services require authorization for automatic recurring billing as detailed in the applicable membership agreement.

5.2 ACCEPTED PAYMENT METHODS. We accept credit cards (Visa, Mastercard, American Express, Discover), debit cards, and ACH bank transfers processed through Stripe or Square payment platforms.

5.3 PRICING. All prices are listed in U.S. Dollars and are subject to change without notice. The price applicable to your booking is the price displayed at the time of booking confirmation.

5.4 ADDITIONAL FEES. Additional fees may apply for services beyond the original booking scope, excessive property conditions, materials misrepresentation, lockout situations, cancellations, failed payments, or chargebacks initiated in violation of these Terms.

5.5 TAXES. Prices do not include applicable sales taxes unless otherwise stated. You are responsible for all applicable taxes associated with your purchase.

5.6 FAILED PAYMENTS. Failed or declined payments will result in a $15 administrative fee per failed attempt. After three failed payment attempts, your account may be suspended or terminated, and amounts owed may be referred to collections.

6. CANCELLATION AND REFUND POLICY

6.1 ONE-TIME SERVICES:

• Cancellations more than 48 hours before service: Deposit forfeited, balance may be credited

• Cancellations 24-48 hours before service: $25 cancellation fee plus deposit forfeited

• Cancellations within 24 hours: 100% payment forfeited, no refund

6.2 RECURRING MEMBERSHIP SERVICES: Governed by the Novara Glow Membership Agreement. Cancellation requires 14 days’ written notice before the next billing cycle.

6.3 ALL SALES FINAL AFTER SERVICE. Once service has been rendered, all payments are final and non-refundable except as expressly provided in Section 7 (Service Guarantee) or as required by law.

6.4 NO REFUNDS FOR:

• Subjective dissatisfaction or buyer’s remorse

• Services performed according to the service checklist and industry standards

• Change of mind after service commencement

• Failure to report issues within required time windows

• Lockouts, no-shows, or access issues caused by Customer

6.5 CANCELLATION METHOD. All cancellations must be submitted in writing via email to support@novaracleaning.com or through the online member portal. Voicemails and verbal requests are not considered valid cancellation notice.

7. SERVICE GUARANTEE AND QUALITY COMMITMENT

7.1 We stand behind the quality of our work. If you are unsatisfied with specific areas included in your service package, you may request a complimentary re-clean subject to the following conditions:

• 24-Hour Reporting: Issues must be reported IN WRITING within 24 hours of service completion

• Specific Concerns: You must identify specific areas of concern with reasonable detail

• Property Condition: Property must not have been occupied or disturbed since original service

• Re-clean Timeline: Re-clean must occur within 3 business days of original service

7.2 GUARANTEE EXCLUSIONS. The service guarantee does NOT cover:

• Subjective aesthetic preferences

• Minor imperfections consistent with industry standards

• Areas or tasks not included in the purchased service package

• Issues arising from property conditions beyond our control

• New messes or damage introduced after service completion

7.3 ONE RE-CLEAN LIMIT. The service guarantee entitles you to one complimentary re-clean of specific areas. It does not entitle you to refunds, credits, multiple re-cleans, or additional free services.

8. MOLD, BIOHAZARD, AND CONDITION-BASED SERVICE EXCLUSIONS

8.1 STANDARD SCOPE EXCLUSION. Our Standard, Deep, Move-In/Out, and recurring cleaning packages follow defined service checklists and do NOT include the remediation, removal, or cleaning of mold or mildew beyond minor surface treatment, animal or human waste, feces, urine saturation, blood, bodily fluids, sewage, hoarding conditions, or other biohazardous or hazardous materials (collectively, “Biohazard Conditions”). Biohazard Conditions require specialized handling, protective equipment, disinfection, and disposal that fall outside standard cleaning scope, consistent with Section 5.4 (Additional Fees).

8.2 DISCOVERY BEFORE OR DURING SERVICE. If Biohazard Conditions are identified before or during a scheduled service, our team will pause work on the affected area, document the condition with photographs, and notify management. We will contact you and will NOT perform any biohazard or mold cleaning without your prior approval and acceptance of the additional charge under Section 8.3.

8.3 OPTIONAL BIOHAZARD/MOLD CLEANING — CUSTOMER APPROVAL REQUIRED. Where a condition is within our ability to safely address, you may elect to have Novara Cleaning perform enhanced biohazard or mold cleaning for an additional charge quoted based on severity, affected area, and labor, typically ranging from $150 to $350 or more. By approving this service in writing, by text message, by email, by electronic acceptance, or by signature, you authorize Novara Cleaning to apply the additional charge to your card or payment method on file, in addition to the base service price. NO SUCH CHARGE WILL BE APPLIED WITHOUT YOUR APPROVAL.

8.4 CONDITIONS BEYOND OUR SCOPE. Novara Cleaning reserves the right to decline biohazard or mold cleaning where the condition exceeds what can be safely addressed, including but not limited to mold covering an area larger than approximately ten (10) square feet, mold or moisture resulting from active leaks or water intrusion, or significant biohazard contamination. In such cases we will recommend a licensed remediation professional. This limitation protects both you and our team.

8.5 UNDERLYING CAUSES AND RECURRENCE. You acknowledge that Biohazard Conditions may indicate underlying issues — such as moisture, leaks, or pest activity — that are outside Novara Cleaning’s responsibility, and that surface cleaning does not resolve structural or source causes. Novara Cleaning is NOT liable for the recurrence of mold or biohazard conditions arising from unresolved underlying causes.

8.6 CARD ON FILE AUTHORIZATION. Where you have a card or payment method on file, that authorization applies only to services you have booked or approved, including approved add-ons under this Section. We will obtain your approval before charging any biohazard, mold, or other condition-based add-on not included in your original booking.

8.7 HEALTH AND SAFETY DISCLAIMER. Standard cleaning is not a substitute for professional mold remediation or biohazard cleanup. You acknowledge that only surface-level treatment is provided under any add-on service, and that Novara Cleaning makes no representation that such treatment removes health risks associated with mold spores or biohazardous materials.

9. PROHIBITED CONDUCT AND ANTI-FRAUD PROVISIONS

YOU ARE STRICTLY PROHIBITED FROM ENGAGING IN THE FOLLOWING CONDUCT. VIOLATIONS WILL RESULT IN IMMEDIATE LEGAL ACTION.

9.1 Fraudulent Misrepresentation

You shall NOT:

• Provide false information about property size, condition, or requirements

• Use stolen, fraudulent, or unauthorized payment methods

• Falsely claim damage, poor service, or non-performance

• Submit fabricated photographic or documentary evidence

• Stage damage after service completion to support false claims

• Impersonate another person or entity

9.2 Harassment and Abusive Behavior

You shall NOT:

• Engage in verbal abuse, profanity, yelling, or hostile communication with staff

• Make threats of violence or engage in intimidating behavior

• Engage in sexual harassment or make inappropriate advances

• Engage in racial, ethnic, religious, or other discriminatory harassment

• Record or photograph staff without explicit consent

• Make repeated unreasonable demands or bad-faith complaints

9.3 Service Interference

You shall NOT:

• Deny access to property after booking confirmation

• Repeatedly reschedule or cancel appointments

• Provide incorrect or non-functional access codes or keys

• Refuse to allow completion of paid services

• Demand services beyond the agreed scope without authorization

9.4 System Abuse

You shall NOT:

• Attempt to circumvent payment systems or security measures

• Create multiple accounts to exploit promotional offers

• Use automated tools, bots, or scripts to book services

• Attempt unauthorized access to our systems or databases

• Reverse engineer, decompile, or disassemble any portion of our services

9.5 Consequences for Prohibited Conduct

Engaging in any prohibited conduct will result in:

• Immediate termination of services and account closure

• Forfeiture of all payments (no refunds)

• Permanent ban from all Novara Cleaning services

• Reporting to law enforcement for criminal investigation

• Civil litigation for damages, including treble damages where permitted

• Referral to collection agencies for unpaid amounts

• Recovery of all legal fees, court costs, and collection expenses

10. CHARGEBACK FRAUD AND PAYMENT DISPUTE POLICY

THIS SECTION CONTAINS CRITICAL TERMS REGARDING CHARGEBACKS AND PAYMENT DISPUTES. READ CAREFULLY.

10.1 MANDATORY DISPUTE RESOLUTION BEFORE CHARGEBACK. Before initiating any credit card chargeback, bank dispute, or payment reversal request, you MUST:

• Contact us in writing at support@novaracleaning.com

• Provide specific details about your concern

• Allow us 72 hours to investigate and respond

• Permit us the opportunity to correct any legitimate issues through re-service

10.2 UNAUTHORIZED CHARGEBACK CONSTITUTES FRAUD. Initiating a chargeback, payment dispute, or reversal request WITHOUT first completing the dispute resolution process in Section 9.1 constitutes:

• Material breach of these Terms of Service

• Fraud under Maryland law and federal statutes

• Theft of services

• Wire fraud (18 U.S.C. § 1343)

10.3 COMPREHENSIVE CHARGEBACK DEFENSE. We vigorously contest ALL illegitimate chargebacks using comprehensive documentation:

• These signed Terms of Service with clear refund and dispute policies

• Timestamped before-and-after photographs of all serviced areas

• GPS tracking data proving arrival, service time, and departure

• Complete communication logs (emails, texts, calls, voicemails)

• Service checklists and quality control documentation

• Video evidence where available

• Payment records and transaction history

• IP address logs and device fingerprints

10.4 FINANCIAL PENALTIES FOR FRAUDULENT CHARGEBACKS. If you initiate an unauthorized chargeback in violation of these Terms, you shall be immediately liable for:

• Original Service Amount: 100% of the service fee

• Administrative Fee: $150 per fraudulent dispute

• Chargeback Processing Fees: All fees charged by payment processors (typically $15-$35 per dispute)

• Legal Fees and Costs: All reasonable attorneys’ fees, court costs, filing fees, and litigation expenses

• Collection Costs: All collection agency fees and costs (typically 25-40% of debt)

• Interest: Interest at the maximum rate permitted by Maryland law (currently 6% per annum) from the date of chargeback

• Treble Damages: Where permitted under Maryland consumer protection laws, up to three times actual damages

10.5 CRIMINAL AND CIVIL CONSEQUENCES. Fraudulent chargebacks will result in:

• Immediate reporting to local, state, and federal law enforcement

• Criminal investigation for theft by deception (Maryland Code § 8-501)

• Federal wire fraud investigation (18 U.S.C. § 1343)

• Civil lawsuit for breach of contract and fraud

• Reporting to credit bureaus and fraud databases

• Permanent ban from all services

10.6 STATUTE OF LIMITATIONS. Our right to pursue legal action for fraudulent chargebacks extends for the maximum period permitted by law (typically 3-4 years in Maryland for contract and fraud claims).

11. LIMITATION OF LIABILITY AND DISCLAIMERS

11.1 INSURANCE COVERAGE. Novara Cleaning maintains Commercial General Liability Insurance with coverage limits of $1,000,000 per occurrence and $2,000,000 aggregate. Policy details available upon request.

11.2 MAXIMUM LIABILITY. IN NO EVENT SHALL NOVARA CLEANING’S TOTAL LIABILITY FOR ANY CLAIM EXCEED THE AMOUNT ACTUALLY PAID BY CUSTOMER FOR THE SERVICE GIVING RISE TO THE CLAIM, except in cases of gross negligence or willful misconduct as determined by a court of competent jurisdiction.

11.3 EXCLUSIONS. We are NOT liable for:

• Pre-existing damage, wear and tear, or property deterioration

• Loose fixtures, unstable items, or improperly installed property

• Items not disclosed as fragile, valuable, or requiring special care

• Damage from use of standard cleaning products on improperly maintained surfaces

• Indirect, consequential, incidental, special, or punitive damages

• Lost profits, business interruption, or loss of data

• Damage claims reported more than 24 hours after service completion

11.4 AS-IS SERVICE. SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT ANY WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

12. INDEMNIFICATION

12.1 You agree to indemnify, defend, and hold harmless Novara Cleaning LLC, its owners, officers, employees, contractors, agents, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising from or related to:

• Your violation of these Terms of Service

• Your fraudulent, false, or misleading statements or conduct

• Your unauthorized chargeback or payment dispute

• Your provision of inaccurate information

• Your harassment, abuse, or mistreatment of staff

• Your violation of any applicable law or regulation

• Any third-party claims arising from your use of our services

12.2 This indemnification obligation survives termination of these Terms and your use of our services.

13. EVIDENCE RETENTION AND DOCUMENTATION

13.1 Novara Cleaning maintains comprehensive documentation and digital evidence for all services, including but not limited to:

• Timestamped before-and-after photographs

• GPS tracking data with arrival/departure times

• Service checklists and completion documentation

• Complete communication logs (emails, texts, calls)

• Payment transaction records

• Account activity and booking history

• Video footage where available

• IP address logs and device information

13.2 All evidence is stored securely and may be used for quality control, dispute resolution, legal proceedings, insurance claims, and chargeback defense.

13.3 By using our services, you expressly consent to this documentation and evidence retention for business operations and legal protection.

13.4 We retain evidence for a minimum of four (4) years or as required by law, whichever is longer.

14. DISPUTE RESOLUTION AND BINDING ARBITRATION

14.1 MANDATORY BINDING ARBITRATION. Except for disputes related to chargeback fraud, payment disputes, harassment, or fraudulent conduct (for which we may seek immediate injunctive relief in court), ANY DISPUTE, CONTROVERSY, OR CLAIM arising out of or relating to these Terms or our services SHALL BE RESOLVED EXCLUSIVELY THROUGH BINDING ARBITRATION.

14.2 ARBITRATION RULES. Arbitration shall be conducted in accordance with the Commercial Arbitration Rules of the American Arbitration Association (AAA). The arbitration shall take place in Baltimore County, Maryland, or via remote proceedings if mutually agreed.

14.3 ARBITRATION COSTS. Each party shall bear their own costs of arbitration, including attorneys’ fees, unless the arbitrator awards fees to the prevailing party.

14.4 FINAL AND BINDING. The arbitrator’s decision shall be final and binding. Judgment on the arbitration award may be entered in any court having jurisdiction.

14.5 CLASS ACTION WAIVER. YOU AGREE THAT ANY DISPUTE RESOLUTION PROCEEDINGS SHALL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. YOU WAIVE ANY RIGHT TO PARTICIPATE IN A CLASS ACTION LAWSUIT OR CLASS-WIDE ARBITRATION.

14.6 EXCEPTION FOR EQUITABLE RELIEF. Notwithstanding the arbitration requirement, Novara Cleaning may seek immediate injunctive or equitable relief in any court of competent jurisdiction to enforce Sections 8 (Prohibited Conduct) and 9 (Chargeback Fraud) without posting bond.

14.7 GOVERNING LAW. These Terms shall be governed by and construed in accordance with the laws of the State of Maryland, without regard to its conflict of laws principles.

15. GENERAL PROVISIONS

15.1 Entire Agreement. These Terms, together with any service-specific agreements, constitute the entire agreement between you and Novara Cleaning and supersede all prior agreements, representations, or understandings.

15.2 Modifications. We reserve the right to modify these Terms at any time. Material changes will be posted on our website with at least 30 days’ notice. Continued use of services after changes constitutes acceptance.

15.3 Severability. If any provision is held invalid or unenforceable, the remaining provisions remain in full force and effect, and the invalid provision shall be modified to the minimum extent necessary to make it enforceable.

15.4 Waiver. No waiver of any provision shall be effective unless in writing and signed by us. No waiver of any breach constitutes a waiver of any subsequent breach.

15.5 Assignment. You may not assign or transfer these Terms without our prior written consent. We may assign these Terms at our discretion.

15.6 No Third-Party Beneficiaries. These Terms do not create any third-party beneficiary rights.

15.7 Force Majeure. We are not liable for failure to perform due to causes beyond our reasonable control, including natural disasters, acts of God, war, terrorism, pandemics, or government orders.

15.8 Survival. Sections 5, 6, 8, 9, 10, 11, 12, 13, 14, and 15 survive termination of these Terms.

15.9 Contact Information. Questions about these Terms should be directed to: support@novaracleaning.com or Novara Cleaning LLC, 7404 Executive Place, Lanham, MD 20706.

16. ACKNOWLEDGMENT AND ACCEPTANCE

BY USING OUR SERVICES, YOU ACKNOWLEDGE THAT:

• You have read these Terms in their entirety

• You understand all provisions, including the chargeback fraud policy, arbitration clause, and class action waiver

• You have had the opportunity to seek legal counsel

• You voluntarily agree to be legally bound by all terms

• You understand the serious legal and financial consequences of violating these Terms

• You understand that fraudulent conduct will result in criminal referrals and civil litigation

Your continued use of our services constitutes acceptance of these Terms as they may be updated from time to time.