Damage & Claims Policy

1. Reporting. Customers must report any damage or service concern within 48 hours of the appointment. Reports can be submitted through your dashboard or by contacting support.

2. Documentation. Include photographs and a description of the item and the issue. Pre-existing condition photos taken before the appointment help us resolve claims fairly.

3. Investigation. We review the booking, assigned cleaner, and submitted evidence. Cleaners are notified and may provide a response. Investigations are typically resolved within 7 business days.

4. Resolution. Depending on the finding, we may offer a partial refund, a re-clean, or a claim payment up to the limits described below. Malicious or fraudulent claims may be dismissed.

5. Coverage limits. ResetNYC facilitates resolution between customers and independent cleaners. Claim payments are capped per incident and per year as published at booking; amounts above the cap are pursued directly with the cleaner.

6. Cleaner responsibility. Cleaners acting outside platform guidelines, instructions, or law are responsible for their own conduct. See our Cleaner Agreement.

7. Disputes. Unresolved claims may be escalated to a formal dispute. Refunds are issued manually by our team and are never automated.

8. Accidents, injuries & liability. ResetNYC engages every cleaning professional and partner cleaning company as an independent contractor, not as an employee. For cleaning work performed by an independent contractor or partner company, any accident, personal injury, or property damage that occurs during a cleaning is the responsibility of that independent contractor or partner company and their insurance — not ResetNYC. If an accident, injury, or damage occurs, contact the responsible party's insurance provider directly and report the incident to us right away so we can facilitate. You are encouraged to maintain your own renter's or homeowner's insurance for your property. ResetNYC's role is limited to facilitating booking, payment, and quality processes; we are not an insurer for any loss arising from a cleaner's work.

9. Accidental damage by a cleaner. If a cleaner accidentally damages an item during a booking, the cleaner is instructed to stop, photograph the item, inform you on the spot, and report the incident through the platform before leaving the site. You should then report the damage to us within the 48-hour window above so we can open an investigation. Where the responsible party is an independent contractor or partner company, you will pursue the claim directly against that party and their general liability insurance; ResetNYC will share the cleaner's insurance details and the incident record to help you file. We do not pay damage claims ourselves — we facilitate resolution between you and the responsible party.

10. Valuables & high-value items. Please secure or remove valuables, cash, jewelry, heirlooms, art, and sentimental or irreplaceable items before the appointment, or point them out to the cleaner at the start and tell them to clean around (not move) those items. Cleaners are instructed not to move or reposition valuables, electronics, art, or fragile decor unless you explicitly ask. ResetNYC and its cleaners are not responsible for items that are lost, damaged, or go missing while left unsecured in an open area during a cleaning. For items of significant value, we strongly recommend your own renter's or homeowner's insurance, as no cleaner's liability coverage is intended to replace full-value coverage for high-value personal property.

11. Pre-existing damage & normal wear. ResetNYC and its cleaners are not responsible for pre-existing damage, wear, or defects that existed before the appointment. Pre-existing-condition photos taken before the cleaning help us resolve claims fairly and protect both you and the cleaner. Damage caused by normal wear, age, or inherent vice (e.g., finishes that delaminate over time, grout that was already failing) is not a cleaner-caused loss.

12. What is not covered. ResetNYC does not cover: losses from items left unsecured after you were advised to secure them; damage from a customer's own faulty product or instruction; consequential or indirect losses (e.g., lost wages, business interruption); or any amount above the responsible party's applicable insurance limit. Claims determined to be fraudulent or filed in bad faith may be dismissed and may affect your account standing.

For questions about a claim, contact us at hello@bookresetnyc.com.