Terms of Service - Novura Home

This Cleaning Service Agreement (the “Agreement”) sets forth the terms and conditions under which Playground Sandbox, LLC dba. Novura Home (the “Service Provider”) will provide cleaning services to the Client. The terms and conditions of this Agreement constitute a binding and enforceable agreement between the Service Provider and the Client. By checking the box indicating agreement and completing the booking or account setup, Client acknowledges that Client has read, understands, and agrees to be bound by all terms and conditions of this Agreement.

1. Agreement Overview and Scope

1.1 Services by Service Order. The specific services to be performed, property location(s), frequency of service, schedule, and pricing for each engagement will be set forth in separate Service Orders, proposals, or invoices agreed upon by the parties in writing (including by email or electronic acceptance). Each Service Order is incorporated into and governed by the terms of this Agreement.

1.2 General Scope of Services. Service Provider offers non-hazardous residential cleaning services for private homes and residences located in California. Services may include, but are not limited to, general housekeeping, dusting, vacuuming, mopping, bathroom cleaning, kitchen cleaning, and other routine residential cleaning tasks as specified in each Service Order.

1.3 Exclusions. Unless expressly agreed in a separate Service Order, Service Provider does NOT provide the following services:

Biohazard or crime scene cleanup
Mold, asbestos, or lead paint remediation
Hoarding conditions requiring specialized services
Exterior window cleaning above the first floor
Cleaning of chandeliers, fine art, or antiques
Pest control or extermination
Heavy lifting or furniture moving (beyond what is necessary to clean accessible surfaces)
Laundry services (unless specifically included in Service Order)
Post-construction cleaning involving heavy debris or hazardous materials
Carpet or upholstery cleaning (unless specified and separately priced)

Service Provider reserves the right to refuse any task deemed unsafe, outside the scope of routine residential cleaning, or requiring specialized licensing or equipment.

2. Client Responsibilities

2.1 Property Access. Client must provide Service Provider with safe and legal access to the property during scheduled service times. This includes providing keys, alarm codes, gate access codes, parking instructions, and any other information necessary to enter and perform services. If access is not available at the scheduled time, Client will be charged a cancellation fee pursuant to Section 3 of this Agreement.

2.2 Preparation of Property. Client agrees to:

Pick up clutter, toys, clothing, and personal items from floors and surfaces to allow Service Provider to clean efficiently
Secure or remove fragile, valuable, or irreplaceable items from cleaning areas
Disclose the presence of any pets and ensure pets are secured, crated, or confined to a safe area during service
Ensure utilities (electricity, water, heat) are operational
Provide adequate and safe parking or notify Service Provider of parking restrictions
Notify Service Provider in advance of any hazards, special conditions, or areas requiring special care
Ensure the property is in a safe and sanitary condition for cleaning personnel
If any sink is scheduled to be cleaned, ensure it is completely empty and free of dishes, food waste, and other items so Service Provider can access and clean all sink surfaces

Failure to prepare the property as described may result in reduced cleaning time, incomplete service, or additional charges for extra time required.

2.3 Pets and Health Hazards. Client must disclose the presence of any pets, particularly aggressive animals, and ensure pets are properly secured during service. Client is solely responsible for any injury or damage caused by pets. Service Provider reserves the right to refuse service or leave the property if pets pose a safety risk to cleaning personnel. Client must notify Service Provider of any known health hazards, allergens, infectious diseases, pest infestations, or environmental conditions that could affect the safety of cleaning personnel.

2.4 Communication and Changes. Client agrees to communicate all special requests, changes in scope, scheduling changes, or concerns promptly and in writing (email or text message acceptable). Service Provider will make reasonable efforts to accommodate requests but is not obligated to perform services outside the scope of the applicable Service Order without prior written agreement and adjustment to pricing.

2.5 Presence During Service; Safety. Client may remain on the property during service but agrees to minimize foot traffic in areas where cleaning is actively being performed and to avoid entering active cleaning zones while floors are wet, equipment is in use, or cleaning products are being applied. Client is responsible for ensuring that children, guests, and pets do not interfere with cleaning activities and do not enter active cleaning zones in a way that could create a slip, trip, or fall hazard.

3. Scheduling, Rescheduling, and Cancellations

3.1 Scheduling. Services will be scheduled as specified in each Service Order. For recurring services, Client and Service Provider will establish a regular schedule (e.g., weekly, biweekly, monthly). Service Provider will make reasonable efforts to arrive within the scheduled time window but is not liable for delays due to traffic, weather, emergencies, or other unforeseen circumstances.

3.2 Rescheduling by Client. Client may reschedule a scheduled service by providing advance notice as follows: (a) for recurring clients, at least twenty-four (24) hours’ prior notice; and (b) for non-recurring one-time jobs, at least forty-eight (48) hours’ prior notice. Rescheduling requests must be made by phone call, text message, or email to Service Provider and are subject to Service Provider’s availability. For one-time jobs, Client authorizes Service Provider to charge a rescheduling fee if notice is not provided within the required timeframe.

3.3 Cancellations by Client. Client may cancel a scheduled service by providing advance notice as follows: (a) for recurring clients, at least twenty-four (24) hours’ prior notice; and (b) for non-recurring one-time jobs, at least forty-eight (48) hours’ prior notice. Cancellations must be made by phone call, text message, or email to Service Provider. Cancellations by recurring clients made with less than twenty-four (24) hours’ notice may be subject to a cancellation fee. Cancellations by one-time job clients made with less than forty-eight (48) hours’ notice may result in forfeiture of the deposit.

3.4 Cancellations by Service Provider. Service Provider reserves the right to cancel or reschedule service due to emergencies, illness, unsafe working conditions, extreme weather, or other circumstances beyond Service Provider’s reasonable control. Service Provider will provide Client with as much advance notice as possible and will reschedule at the earliest mutually convenient time. No fees will be charged for cancellations initiated by Service Provider.

4. Pricing, Payment, and Billing

4.1 Pricing. Pricing for services will be specified in each Service Order and may be structured as a flat fee per visit, hourly rate with a minimum, monthly recurring fee, or other mutually agreed pricing structure. All prices are in U.S. Dollars.

4.2 Payment Terms. Payment is due as follows: For non-recurring, one-time jobs, Client shall pay a deposit equal to fifty percent (50%) of the quoted service price at the time of booking, with the remaining balance due upon completion of service. For recurring service clients, Client authorizes Service Provider to keep a valid credit card or other payment method on file and to charge such card or payment method automatically for each visit, invoice, and any applicable fees in accordance with the applicable Service Order.

4.3 Late Payments. Payments not received when due will be considered past due. If Client’s account remains past due for three (3) consecutive scheduled services, Service Provider may suspend further services until the account is brought current. Past due balances will accrue interest at the rate of ten percent (10%) per annum or the maximum rate permitted by applicable law, whichever is lower. If Client fails to pay any amounts owed after notice and a reasonable opportunity to cure, Service Provider may pursue collection through any legally available means, including engaging a collection agency or filing a claim in small claims court.

4.4 Returned Payments. Client will be charged a $35 fee for any returned or declined payments (NSF checks, declined credit cards, etc.).

4.5 Price Adjustments. Service Provider reserves the right to adjust pricing upon 30 days written notice to Client. Price adjustments may be due to changes in labor costs, supplies, insurance, or other business expenses. Continued use of services after notice of price adjustment constitutes Client’s acceptance of the new pricing.

4.6 Additional Services and Extra Work. Any services not included in the applicable Service Order, or any work requiring additional time beyond the scope originally quoted, will be charged separately at Service Provider’s then-current rates. Service Provider will make reasonable efforts to notify Client in advance of additional charges, but Client agrees to pay for all services performed. Client must request additional services at least forty-eight (48) hours before the scheduled service date.

5. Service Standards and Satisfaction Guarantee

5.1 Service Standards. Service Provider will perform all services in a professional and workmanlike manner using standard industry practices for residential cleaning. Service Provider uses commercially available cleaning products and equipment appropriate for residential use. Client may request the use of specific products or equipment, subject to availability and Service Provider’s reasonable approval.

5.2 Quality Concerns and Re-Cleaning. If Client is dissatisfied with any aspect of the cleaning service that falls within the agreed scope of work for the applicable Service Order, Client must notify Service Provider in writing within 12 hours of service completion. Service Provider will, at its sole discretion, either return to re-clean the affected areas at no additional charge or provide a partial refund or credit toward future services. Re-cleaning requests made more than 12 hours after service completion will not be honored under this guarantee.

5.3 Limitations on Guarantee. The satisfaction guarantee does not apply to:

Issues caused by Client’s failure to prepare the property as required
Pre-existing stains, damage, or conditions that cannot be remedied through routine cleaning
Surfaces or items excluded from the scope of the applicable Service Order
Issues caused by pets, children, or third parties after service completion
Natural wear and tear or deterioration of surfaces

6. Damage, Liability, and Insurance

6.1 Service Provider Insurance. Service Provider maintains general liability insurance covering its operations and employees/contractors.

6.2 Pre-Existing Conditions and Documentation. Client acknowledges that Service Provider cannot be held responsible for damage to property that was already damaged, worn, or in poor condition prior to service. Service Provider will make reasonable efforts to document and report any pre-existing damage observed at the property.

6.3 Breakage and Damage by Service Provider. If Service Provider damages Client’s property during the course of providing services, Client must notify Service Provider in writing within 24 hours of discovering the damage. Client is strongly encouraged to move or secure all high-value, fragile, or irreplaceable items before service.

6.5 Limitation of Liability. TO THE MAXIMUM EXTENT PERMITTED BY CALIFORNIA LAW, SERVICE PROVIDER’S TOTAL LIABILITY TO CLIENT FOR ANY AND ALL CLAIMS ARISING OUT OF OR RELATED TO THIS AGREEMENT OR SERVICES PROVIDED, WHETHER IN CONTRACT, TORT, NEGLIGENCE, OR OTHERWISE, SHALL NOT EXCEED THE TOTAL AMOUNT PAID BY CLIENT TO SERVICE PROVIDER IN THE 6 MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR $2,500, WHICHEVER IS LESS.

SERVICE PROVIDER SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO LOST PROFITS, LOST BUSINESS, OR LOSS OF USE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

6.6 Client’s Insurance and Waiver. Client is responsible for maintaining homeowner’s or renter’s insurance covering Client’s property. Client waives any right of subrogation against Service Provider to the extent Client’s losses are covered by Client’s own insurance.

6.7 Third-Party Claims. Client agrees to indemnify, defend, and hold harmless Service Provider from any claims, damages, or liabilities arising from the actions or negligence of Client, Client’s family members, guests, pets, or any third party present at the property, except to the extent caused by Service Provider’s gross negligence or willful misconduct.

7. Independent Contractor Status

7.1 Relationship of Parties. Service Provider is an independent contractor and not an employee, partner, or agent of Client. Service Provider has sole control over the manner and means of performing services, subject to the specifications in this Agreement and applicable Service Orders. Nothing in this Agreement creates an employment, partnership, joint venture, or agency relationship between the parties.

7.2 Taxes and Withholding. Service Provider is solely responsible for all taxes, withholdings, and other statutory obligations arising from compensation received under this Agreement. Client will not withhold income taxes, Social Security, Medicare, or any other amounts from payments to Service Provider. Service Provider will provide Client with a completed Form W-9 upon request.

8. Changes in Services and Service Orders

8.1 Requesting Changes. Either party may request changes to the scope, frequency, schedule, or pricing of services at any time. All changes must be agreed by both parties in writing (email or text acceptable) and, if affecting pricing, will be documented in an updated Service Order or written confirmation.

8.2 No Obligation to Perform Unapproved Extras. Service Provider is not obligated to perform any work outside the scope of the applicable Service Order unless Client and Service Provider have agreed to the additional work and any associated pricing in advance in writing. If Service Provider encounters conditions requiring additional time or services not included in the Service Order, Service Provider will make reasonable efforts to contact Client for approval before proceeding.

8.3 Hierarchy of Documents. In the event of any conflict or inconsistency between this Master Agreement and a specific Service Order, the Service Order will control solely with respect to the specific services, schedule, and pricing for that engagement. In all other respects, the terms of this Master Agreement will govern.

8.4 Automatic Application to New Service Orders. This Master Agreement automatically applies to any and all future Service Orders, proposals, invoices, or bookings accepted by Client, whether in writing, electronically, or verbally, unless expressly superseded by a new written agreement signed by both parties.

9. Term and Termination

9.1 Term. This Agreement is effective as of the Effective Date and continues until terminated by either party in accordance with this Section 9.

9.2 Termination by Client. Client may terminate this Agreement or cancel recurring services at any time by providing 14 days advance written notice to Service Provider. Client remains responsible for payment for all services performed prior to the effective date of termination and any cancellation fees incurred under Section 3.

9.3 Termination by Service Provider. Service Provider may terminate this Agreement or discontinue services at any time by providing 7 days advance written notice to Client. Service Provider may terminate this Agreement immediately, without notice, if:

Client’s account is more than 30 days past due
Client breaches any material term of this Agreement
Client or any person present at the property engages in threatening, abusive, or inappropriate conduct toward Service Provider’s personnel
Unsafe, unsanitary, or illegal conditions exist at the property
Service Provider determines, in its sole discretion, that continuing the relationship is not feasible or advisable

9.4 Effect of Termination. Upon termination, Client will promptly pay all outstanding invoices for services performed. Any prepaid amounts for services not yet performed will be refunded to Client on a pro-rata basis, less any applicable cancellation fees. Termination does not affect any rights or obligations that accrued prior to the effective date of termination.

9.5 Lapsed Recurring Clients. If a recurring Client goes more than six (6) consecutive months without any scheduled service, any subsequent service will be treated as a new-client start. Service Provider may require an initial or deep-cleaning fee at then-current rates before resuming recurring service, which Service Provider may waive or reduce in its sole discretion.

10. Dispute Resolution and Governing Law

10.1 Governing Law and Venue. This Agreement shall be governed by and construed in accordance with the laws of the State of California, without regard to conflict of law principles. Any legal action or proceeding arising out of or relating to this Agreement shall be brought exclusively in the state or federal courts located in Santa Clara, California, and both parties consent to the jurisdiction and venue of such courts.

10.2 Informal Dispute Resolution. Before initiating any formal legal action, the parties agree to first attempt to resolve any dispute through good-faith informal negotiation. Either party may initiate informal dispute resolution by providing written notice to the other party describing the dispute and proposing a resolution.

10.3 Arbitration. Any dispute that cannot be resolved through informal negotiating shall be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, or JAMS, in Santa Clara, California. The arbitrator’s decision shall be final and binding, and judgment may be entered in any court of competent jurisdiction. Each party shall bear its own attorney’s fees and costs, and the parties shall share the arbitrator’s fees and administrative costs equally unless the arbitrator determines otherwise.

10.4 Waiver of Jury Trial. TO THE MAXIMUM EXTENT PERMITTED BY CALIFORNIA LAW, BOTH PARTIES WAIVE ANY RIGHT TO TRIAL BY JURY IN ANY LEGAL PROCEEDING ARISING OUT OF OR RELATING TO THIS AGREEMENT.

11. General Provisions

11.1 Entire Agreement. This Agreement, together with any Service Orders and written amendments, constitutes the entire agreement between the parties regarding the subject matter hereof and supersedes all prior or contemporaneous agreements, understandings, representations, or discussions, whether written or oral.

11.2 Amendments. Service Provider reserves the right to amend or update the terms of this Agreement at any time by providing 30 days advance written notice to Client (email acceptable). Notice may also be provided by posting updated terms on Service Provider’s website and sending an email notification to Client. Client’s continued use of services after the effective date of any amendment constitutes acceptance of the amended terms.

11.3 Severability. If any provision of this Agreement is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid and enforceable, or if modification is not possible, such provision shall be severed from this Agreement. The remaining provisions shall continue in full force and effect.

11.4 Waiver. No waiver of any provision of this Agreement shall be deemed or shall constitute a waiver of any other provision, nor shall any waiver constitute a continuing waiver. No waiver shall be binding unless executed in writing by the party making the waiver.

11.5 Assignment. Client may not assign or transfer this Agreement or any rights or obligations hereunder without Service Provider’s prior written consent. Service Provider may assign this Agreement or delegate its obligations to any successor entity, affiliate, or subcontractor without Client’s consent, provided that Service Provider remains responsible for performance.

11.6 Force Majeure. Neither party shall be liable for any failure or delay in performance due to causes beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemics, war, terrorism, labor disputes, utility failures, or government actions.

11.7 Notices. All notices required or permitted under this Agreement shall be in writing and delivered by email, text message, U.S. Mail, or personal delivery to the addresses provided in this Agreement. Notices are deemed received: (a) if by email or text, upon transmission; (b) if by U.S. Mail, three (3) business days after mailing; or (c) if by personal delivery, upon delivery. Either party may update its contact information by providing written notice to the other party.

11.8 Electronic Signatures and Records. This Agreement and any Service Orders may be executed electronically, and electronic signatures shall have the same force and effect as original signatures. The parties consent to the use of electronic records and communications in connection with this Agreement in accordance with California’s Uniform Electronic Transactions Act (California Civil Code § 1633.1 et seq.).

11.9 Headings. Section and subsection headings in this Agreement are for convenience only and shall not affect the interpretation of any provision.

11.10 Counterparts. This Agreement may be executed in one or more counterparts, each of which shall be deemed an original and all of which together shall constitute one and the same instrument.

Contact Us

If you have any questions about these Terms of Service, please contact us at:

Phone: (650) 229-6022
Email: info@novurahome.com