Customer Terms of Service

Article 1. Purpose and Scope

Mop & Bkt, LLC ("Mop & Bkt," "Company," "we," "us," or "our") operates a Nevada-first technology marketplace for residential cleaning bookings between homeowners and independent Homecare Specialists. These Terms of Service govern each homeowner or other customer user ("Customer," "you," or "your") who uses the Mop & Bkt application, website, or related services (the "Platform").

Where the Platform requires acceptance of these Terms, you must review and affirmatively accept the version presented in the applicable account or booking flow. Merely viewing this page does not record acceptance.

Article 2. Eligibility; Nevada-Only Access

You must be at least twenty-one (21) years old to create an account, request service, schedule service, communicate through the Platform in connection with a booking, or otherwise use the Platform as a customer. You represent and warrant that all information you provide is true, accurate, current, and complete.

The Platform is offered only for properties and services located in the State of Nevada. We may reject, suspend, limit, or cancel any account or booking that appears to be outside Nevada or inconsistent with our service-area requirements.

Article 3. Platform Role; No Employment Relationship

Mop & Bkt is a marketplace and technology service. Mop & Bkt does not itself perform cleaning services and, except as may be required by applicable law, does not supervise the physical manner or means by which an independent cleaner performs a booked service.

Each cleaner uses the Platform as an independent service provider and is not an employee, partner, agent, franchisee, or representative of Mop & Bkt. No statement in these Terms shall be interpreted to create an employment, agency, joint venture, or partnership relationship between Mop & Bkt and any cleaner.

Article 4. Accounts and Security

You are responsible for maintaining the confidentiality of your login credentials and for all activity occurring under your account. You must promptly notify Mop & Bkt of any unauthorized use, suspected fraud, or account compromise.

We may require identity verification, age verification, address verification, payment verification, or additional information before permitting booking activity or continued account access.

Article 5. Bookings and Assignment

Submitting a booking request does not guarantee acceptance, assignment, cleaner availability, arrival within a requested window, or completion of service. Mop & Bkt may assign a cleaner using operational criteria that may include proximity, availability, service tier, service area, booking type, platform standing, and other business factors.

Unless expressly offered by the Platform, Customers are not guaranteed the right to select, request, or rebook a specific cleaner. We may restrict attempts to bypass the Platform or arrange off-platform bookings.

The booking details shown before payment identify the selected cleaning tier, home condition, service date and time window, cleaning base price, separate customer service fee, and customer total. A requested time window is not a guaranteed arrival time unless Mop & Bkt expressly confirms a precise start. Cleaning scope is limited to the selected service and disclosed property condition.

The confirmed scheduled start, in the service property's local time zone, controls the cancellation cutoff. A requested date or time window is not a confirmed start. After a reschedule is confirmed by Mop & Bkt and the Customer, the newly confirmed start controls later cancellation requests. A customer-requested reschedule within 24 hours of the original confirmed start does not automatically waive a late-cancellation consequence that would otherwise apply. Mop & Bkt will disclose any applicable fee before the Customer confirms the reschedule. A change caused by Mop & Bkt or the assigned Homecare Specialist does not create a customer cancellation penalty.

Article 6. Customer Responsibilities Before and During Service

You are responsible for providing accurate service location and access instructions, keeping the property reasonably safe, and disclosing any known hazards, infestations, structural issues, pets, alarm instructions, fragile fixtures, or special handling concerns that could affect service.

• secure or remove cash, jewelry, collectibles, watches, art, heirlooms, firearms, ammunition, medications, controlled substances, passwords, devices, and sensitive documents before service;

• secure pets and advise of any animal-related risks;

• ensure utilities, water, and safe access are available at the property; and

• refrain from requesting unlawful, dangerous, biohazard, or materially undisclosed work.

Article 7. Tiering and Disclosures

The Platform may offer Silver, Gold, and Diamond service tiers with different pricing and Specialist qualification requirements. A tier label describes a Platform category; it does not guarantee a particular outcome, suitability, property protection, or availability.

If Mop & Bkt discloses that certain tiers include different screening standards, you acknowledge that such disclosures are material and that your booking decision is made with that information available.

Article 8. Theft, Damage, Loss, and Property Risk Allocation

You understand that use of any in-home service platform involves risk. To the maximum extent permitted by law, Mop & Bkt does not guarantee the honesty, conduct, skill, workmanship, or suitability of any cleaner and is not an insurer, bailee, guarantor, or property custodian.

Except to the extent required by applicable law, Mop & Bkt shall not be liable for alleged theft, missing items, property damage, breakage, contamination, misuse, incomplete service, ordinary wear and tear, pre-existing damage, latent defects, fixture failures, or losses involving unsecured valuables or sensitive items.

Without limiting the foregoing, Mop & Bkt shall have no responsibility for claims involving cash, jewelry, luxury goods, collectibles, fine art, heirlooms, confidential materials, firearms, medications, fragile décor, or electronics left unsecured or accessible at the property.

Article 9. Claim Notice and Investigation

Any claim relating to visible property damage, missing items, misconduct, or service deficiency must be reported through the Platform or in writing within twenty-four (24) hours after the service is marked complete. Any claim based on concealed loss must be reported no later than seven (7) calendar days after completion and must include a reasonable explanation for delayed discovery.

Claims must include the booking identifier, a detailed description of the issue, photographs or video where applicable, and supporting proof reasonably requested by Mop & Bkt, such as receipts, ownership records, replacement estimates, or a police report. Failure to provide timely notice and supporting information may result in denial of the claim to the maximum extent permitted by law.

Mop & Bkt may investigate, request documentation, communicate with the parties, suspend accounts, deny unsupported claims, or provide a goodwill adjustment in its sole discretion. Apart from refunds expressly required by Article 11 or applicable law, any refund, credit, or courtesy payment is voluntary and does not create a continuing obligation or precedent.

Article 10. Pricing, Payment, and Chargebacks

The customer price shown at Review consists of a base cleaning price plus a separately displayed customer service fee equal to 20% of that base. The total shown before payment is the amount presented for authorization. Any applicable tax, tip, or other charge must be separately disclosed before it is collected.

A Homecare Specialist's standard base compensation is 80% of the cleaning base price for an eligible, verified completed Job, subject to the separate Specialist agreement and payout requirements. This allocation does not add a separate customer charge or guarantee that a particular Specialist has been assigned.

You authorize Mop & Bkt and its payment processor to charge amounts you expressly authorize, and to process applicable refunds or disputes. Payment and payout features operate only when enabled and available through the Platform. A booking request alone does not establish a completed payment.

If you initiate a chargeback or payment dispute, Mop & Bkt may contest the dispute using booking records, messages, timestamps, and related materials. We may also suspend an account and recover amounts, fees, or costs to the extent permitted by applicable law.

Article 11. Cancellations and Access Failures

A Customer may request cancellation without a cancellation fee when at least 24 hours remain before the confirmed scheduled start in the service property's local time zone. If payment was captured, Mop & Bkt will refund the full cleaning base price and the full customer service fee for an eligible cancellation.

If fewer than 24 hours remain, the late-cancellation fee is the lesser of 25% of the cleaning base price or $100. There is no minimum fee. The 20% customer service fee is separate and is not included in that calculation. If payment was captured, Mop & Bkt will refund the remaining cleaning base price and the full customer service fee for an eligible cancellation.

If Mop & Bkt or the assigned Homecare Specialist cancels, Mop & Bkt will arrange a full refund or free rescheduling. If cleaning has already started, the matter is handled by Support based on the actual service and payment record.

For a captured payment, Mop & Bkt will initiate an eligible refund within five business days after confirming the cancellation and amount due. The financial institution may take longer to post it. If a payment was only authorized and not captured, release of the authorization is not a refund and depends on the payment processor and financial institution. Disputed transactions follow the applicable dispute process rather than this refund-initiation timeline.

Contacting Support requests a cancellation; it does not by itself cancel the Job or complete a refund. Any displayed fee is an estimate until the scheduled start, Job state, payment record, and circumstances are reviewed. No unsuccessful-arrival or no-show fee is established by these Terms.

If the property is unsafe, inaccessible, unsanitary beyond the booked scope, or materially inconsistent with the booking information, the Specialist or Mop & Bkt may stop or decline service. Support will review the circumstances; this paragraph does not establish a separate automatic charge.

Article 12. Disclaimers and Limitation of Liability

THE PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE MAXIMUM EXTENT PERMITTED BY LAW, MOP & BKT DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, QUALITY OF SERVICE, OR UNINTERRUPTED AVAILABILITY.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, MOP & BKT SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR ANY LOST PROFITS, LOST DATA, LOSS OF USE, DIMINUTION IN VALUE, REPUTATIONAL HARM, OR EMOTIONAL DISTRESS ARISING OUT OF OR RELATING TO THE PLATFORM OR ANY BOOKING.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, MOP & BKT'S TOTAL AGGREGATE LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATING TO A SPECIFIC BOOKING SHALL NOT EXCEED THE GREATER OF (A) THE PLATFORM SERVICE FEES RETAINED BY MOP & BKT FOR THAT BOOKING OR (B) ONE HUNDRED U.S. DOLLARS (US $100.00).

Article 13. Indemnity

You agree to defend, indemnify, and hold harmless Mop & Bkt and its affiliates, managers, owners, officers, employees, contractors, and agents from and against any claims, liabilities, losses, damages, judgments, settlements, costs, and expenses, including reasonable attorneys' fees, arising out of or related to your property conditions, your breach of these Terms, your misuse of the Platform, your inaccurate disclosures, or your violation of law or third-party rights.

Article 14. Suspension, Termination, and Changes

Mop & Bkt may suspend, restrict, or terminate an account or decline a booking for safety, legal, operational, fraud, payment, or policy reasons, subject to applicable law.

We may revise these Terms. A published version will identify its version and effective date. We will present material changes for notice or acceptance where required; viewing a revised page alone does not create a new recorded acceptance.