Terms of Service

These Terms of Service ("Terms") govern your access to and use of the ResetNYC website and mobile application (the "Service") operated by ResetNYC ("we," "us," or "our"). By creating an account, booking a service, or otherwise using the Service, you agree to be bound by these Terms. If you do not agree, you may not use the Service.

1. Eligibility & Account. You must be at least 18 years old and legally able to enter into contracts to use the Service. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to provide accurate, current information and to update it as needed.

2. The Platform. ResetNYC is operated by RESET NYC CLEANING SERVICES LLC, a New York limited liability company, and is a marketplace that connects customers with independent cleaning professionals and partner cleaning companies for residential and commercial cleaning services across New York City. Every cleaner and partner company on the platform is an independent contractor — none is an employee of ResetNYC. (ResetNYC's own corporate and administrative staff may be employed by ResetNYC, but they do not perform cleaning services for customers.) We facilitate booking, scheduling, payment, and quality processes. Cleaners are engaged under our Cleaner Agreement.

3. Bookings & Scheduling. All bookings are subject to availability and confirmation. We reserve the right to decline or cancel any booking involving unsafe conditions, services outside our scope, inaccurate access information, or conduct that violates these Terms. Appointment times are arrival windows unless explicitly confirmed otherwise.

4. Pricing & Payment. Pricing is quoted before booking. Final charges may reflect add-ons, surcharges, or authorized adjustments for conditions discovered on-site, and are processed securely through our payment provider. By booking, you authorize us to charge the quoted amount and any authorized adjustments. See our Refund Policy for refund handling.

4(a). On-Site Condition Adjustments. Your quote is calculated from the information you give us at booking — the size of the property, the service selected, the condition you describe, the level of clutter, and the add-ons you choose. If the property turns out to be materially different from what was described — for example significantly heavier clutter, hoarding-level conditions, more rooms or square footage than stated, pet hair or pet waste throughout, construction dust or debris, or grime far beyond the condition stated — the quoted price will not cover the work, and the following applies:

4(a)(i). We stop and tell you first. Your cleaning professional will not begin the additional work and will not charge you for it. Instead they will document the actual condition with photographs, and we will send you those photographs together with a revised price showing exactly what the difference covers and how it was calculated. You will be asked to approve the revised price before any additional work is performed.

4(a)(ii). Nothing extra is charged without your approval. No amount above your original quote will be charged to you unless you expressly approve it. If you decline, the additional work is not performed and you are not charged for it. If you decline before any work has begun, any amount you have already paid for the unperformed service will be refunded under our Refund Policy. If you decline after work has already begun at your request, you remain responsible for the value of the work actually performed up to that point.

4(a)(iii). How the revised price is set. Your cleaning professional reports the additional time the work requires — they do not set a dollar figure. The revised price is then computed from the same published $60 per hour, per cleaner rate that applies to overage under Section 4, and is reviewed by our team before it is sent to you. A cleaner cannot set an adjustment at their own discretion, cannot charge above that published rate, and cannot charge you an amount that is not shown to you and approved by you in advance.

4(a)(iv). If the property is unsafe or outside our scope. We may decline or stop a booking where conditions present a health or safety hazard, involve biohazards, pest infestation, or other conditions our professionals are not equipped or permitted to handle. In that case no cleaning is performed, and any amount paid for the unperformed service is refunded.

4(a)(v). Trip fee where the property was misrepresented. If our team reviews the documented condition and determines that the property was materially different from what you described at booking, we will tell you so at the same time we send you the revised price. In that case, if you decline the revised price and cancel the booking before any work has begun, a $45 trip fee will be deducted from your refund to cover the cleaning professional's wasted visit — their travel, their time on site, and the documentation of the condition. This fee is never applied automatically: it is a deliberate decision made by our team on the evidence of the photographs before you are asked to decide, and it is shown to you before you choose. If our team has not made that determination, cancelling after a decline is refunded in full. The trip fee is paid to the cleaning professional and is not retained by us as revenue.

5. Cancellations. Cancellation fees depend on timing. See our Cancellation Policy for details.

6. Customer Responsibilities. You agree to provide accurate property and access information, ensure the property is safe to enter, secure pets where required, and disclose hazards. You are responsible for your own property and for removing or securing valuables. You grant the assigned cleaner permission to enter for the scheduled appointment.

7. Acceptable Use. You will not use the Service for any unlawful, fraudulent, or abusive purpose; interfere with its operation; reverse engineer it; scrape or harvest data; or use it to contact, solicit, or harm any cleaner outside a booked appointment. Violations may result in account suspension and transaction reversal.

8. Cleaning Professionals. Cleaning professionals and partner cleaning companies on the platform are independent contractors engaged under our Cleaner Agreement. None of them is an employee, agent, or representative of ResetNYC, and nothing in these Terms creates an employment, agency, joint-employment, or partnership relationship with any cleaning professional or partner company. ResetNYC's own corporate and administrative staff may be employed by ResetNYC, but they do not perform cleaning services for customers.

9. Intellectual Property. The Service, including its name, logo, content, and software, is owned by us and protected by intellectual property laws. You may not copy, modify, or redistribute it except as necessary to use the Service. Content you submit (reviews, photos) remains yours; you grant us a license to use it to provide and improve the Service and resolve disputes.

10. Third-Party Services. We use third-party providers for payments (Stripe) and other functions. Their terms apply to your use of those services. We are not responsible for third-party acts except as required by law.

11. Disclaimers. The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied. We do not warrant that cleaning results will meet your expectations or that the Service will be uninterrupted or error-free. Cleaning is performed by independent contractors and partner cleaning companies; we do not guarantee the work product of any cleaner beyond our quality and dispute processes.

12. Limitation of Liability. To the maximum extent permitted by law, ResetNYC and its affiliates are not liable for indirect, incidental, consequential, special, exemplary, or punitive damages, or for loss of profits, revenue, data, goodwill, or business opportunity, arising from or relating to the Service, whether the claim is based in contract, tort, strict liability, statute, or any other theory, and even if we were advised of the possibility of such damages.

12(a). Liability cap. To the maximum extent permitted by law, our total aggregate liability for all claims arising out of or relating to a booking is limited to the total amount you actually paid us for that booking. This cap applies cumulatively across all claims and all parties claiming through you, and applies regardless of the form of action.

12(b). What is not limited. Nothing in these Terms limits or excludes liability that cannot lawfully be limited or excluded. This includes liability for death or personal injury caused by our negligence, our gross negligence or willful misconduct, fraud or fraudulent misrepresentation, and any liability under a statute that prohibits limitation. The limitations in this section are intended to be read narrowly and apply only to the extent permitted by law.

12(c). Time limit on claims. To the maximum extent permitted by law, any claim arising out of or relating to the Service must be brought within one (1) year after the date the claim first arose, or it is permanently barred. This shortened period does not apply to claims for death or personal injury, or to any claim whose limitation period cannot lawfully be shortened.

12a. Accidents, injuries & property damage. 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 through the app so we can facilitate. By booking, you acknowledge that ResetNYC's role is to facilitate the booking, payment, dispatch, and quality processes, and that we are not an insurer for any loss arising from a cleaner's work. Nothing in this clause limits any liability that cannot lawfully be limited under Section 12(b).

12a-1. Your responsibility for your premises. You are responsible for the condition and safety of your property, for disclosing known hazards, for securing pets and valuables, and for maintaining your own homeowner's, renter's, or commercial property insurance. You agree to accept the ordinary risks of permitting service providers to enter and work in your property, and to remove or secure any items you do not wish handled.

12b. Insurance. Independent contractors and partner cleaning companies we engage are required to maintain their own commercial general liability insurance, and partner companies must provide evidence of coverage. Where such evidence is on file, we will provide the carrier and policy details we hold on request. Your own homeowner's, renter's, or commercial property insurance is your first source of recovery for loss or damage to your property, and you are responsible for maintaining it. Coverage limits, exclusions, and claim determinations are governed solely by the applicable policy.

13. Indemnification. You agree to defend, indemnify, and hold harmless ResetNYC, its affiliates, and their officers, directors, employees, and agents from and against any claims, losses, liabilities, damages, and expenses (including reasonable attorneys' fees) arising from or relating to: (a) your use of the Service; (b) your breach of these Terms; (c) information you provide that is inaccurate or incomplete, including property, access, and hazard information; (d) your conduct toward a cleaner or any other person; or (e) your violation of any law or third-party right. We will give you reasonable notice of any claim for which we seek indemnity. This obligation does not apply to the extent a claim arises from our own negligence, gross negligence, or willful misconduct, or to the extent indemnification is prohibited by law.

14. Dispute Resolution & Governing Law. These Terms are governed by the laws of the State of New York, without regard to conflict-of-laws principles.

14(a). Let us resolve it first. Before starting arbitration, you agree to send us a written description of your claim and the resolution you are asking for to hello@bookresetnyc.com, and to allow us thirty (30) days to resolve it. This step is intended to settle most issues quickly and without cost to either of us.

14(b). Binding arbitration. Except as provided in 14(d), any dispute arising out of or relating to these Terms or the Service will be resolved by final, binding arbitration administered in New York County, New York, on an individual basis. The arbitrator may award the same relief a court could, and the award is enforceable in any court of competent jurisdiction. Either party may bring an individual action in small-claims court, and either party may seek injunctive or equitable relief in court to protect its intellectual property or prevent unauthorized use of the Service.

14(c). No class actions. You and we each agree that any dispute will be brought individually and not as a plaintiff or class member in any purported class, collective, or representative proceeding. If this class-action waiver is found unenforceable as to a particular claim, that claim will proceed in court and the remainder of this Section 14 will remain in full force and effect.

14(d). Claims that cannot be arbitrated. This section does not apply to, and nothing in these Terms requires arbitration of: (i) claims of sexual harassment or sexual assault, which you may bring in court and which are expressly excluded from predispute arbitration under the federal Ending Forced Arbitration of Sexual Assault and Sexual Harassment Act of 2021; (ii) any claim that cannot lawfully be subject to a predispute arbitration agreement; or (iii) any claim to enforce a non-waivable statutory right where the statute prohibits arbitration. Nothing in this section prevents you from filing a complaint with, or participating in an investigation by, any government agency, including the U.S. Equal Employment Opportunity Commission, the New York State Division of Human Rights, or the NYC Commission on Human Rights.

14(e). Fees. If the arbitration filing fee exceeds the fee to file the same claim in the small-claims court nearest your home, we will pay the difference. Each party otherwise bears its own attorneys' fees and costs, except that the arbitrator may award the prevailing party its reasonable fees and costs if the arbitrator finds a claim or defense was brought in bad faith or was frivolous. We will not seek fees or costs from you for a claim you brought in good faith.

15. Damages. Damage and service-issue claims are handled under our Damage & Claims Policy.

15a. Recurring Bookings & Auto-Renewal. When you select a recurring cleaning, you authorize automatic recurring charges for each scheduled occurrence. Full terms, including consent, cancellation, and reminder notices, are in our Recurring Booking & Auto-Renewal Terms, provided in compliance with NY General Business Law §527-A.

15b. Gift Cards. Gift cards are subject to our Gift Card Terms, including no-expiry and no-dormancy-fee protections required by NY General Business Law §396-i.

15c. Referral Program. Participation in our referral program is governed by our Referral Program Terms.

15d. Phone Communications & Recording. We may contact you by phone, SMS, and email for transactional and, where you have opted in, marketing purposes. Calls may be recorded for quality, training, compliance, and dispute resolution. See our Call Recording & Communications Notice. By providing your phone number and consenting to marketing, you provide prior express consent to receive marketing calls and texts under the Telephone Consumer Protection Act (TCPA).

15e. Chargebacks & Payment Disputes. If you believe a charge is incorrect, contact us first through the app or at hello@bookresetnyc.com before disputing the charge with your bank or card issuer. Filing a chargeback or payment dispute with your financial institution without first contacting ResetNYC may result in: (a) temporary account suspension while we investigate, (b) the charge being re-presented with evidence of the services rendered and your agreement, and (c) forfeiture of any pending credits or rewards. We reserve the right to recover valid charges and associated costs through evidence submission to your card issuer. This provision does not waive your right to dispute a charge under applicable law or card network rules.

15f. Commercial Services. Commercial bookings may be subject to additional terms including purchase-order requirements, invoicing, net-30 payment terms, and site surveys, as agreed at booking or in a separate commercial agreement. Where a commercial agreement conflicts with these Terms, the commercial agreement controls for that booking. Commercial customers may have additional authorized users on the account; the account holder is responsible for all activity and charges under their commercial account.

15g. Non-Discrimination. ResetNYC does not discriminate against customers on the basis of race, religion, national origin, citizenship, age, sex, sexual orientation, gender identity, disability, marital status, pregnancy, or any other characteristic protected by the NY State Human Rights Law and NYC Human Rights Law. We provide equal access to our services to all customers. If you believe you have been discriminated against, contact us and we will investigate.

15h-1. Automated Processing. We use automated systems, including artificial intelligence, to facilitate aspects of the Service, including booking dispatch, geofence clock-in verification, message translation, photo and content moderation, fraud and risk screening, and customer-support message classification. These systems substantially assist our operations but do not replace human review where a decision materially affects you. For hiring-related automated decision tools used to evaluate cleaner applicants, see our Cleaner Agreement and Privacy Policy, which contain the candidate notices required under NYC Local Law 144.

15h. Keys & Access Credentials — Liability Cap. When you provide a key, fob, alarm code, or other access credential to a cleaner for the purpose of entering your property, ResetNYC and the cleaner will use reasonable care to safeguard it. In the event a key or access credential is lost or damaged while in the cleaner's custody, our total liability for the replacement of that key, lock, or credential is limited to $250 per incident. You are responsible for the cost of rekeying or replacing locks beyond this amount. You agree to retrieve or confirm return of all access credentials after each appointment and to rotate credentials if a cleaner's access is terminated.

16a. No waiver of non-waivable rights. Nothing in these Terms, in our other policies, or in any agreement you accept waives, releases, or limits any right or remedy that applicable law does not permit to be waived, released, or limited. If any provision of these Terms is found unenforceable as applied to a particular claim or right, that provision will not apply to that claim or right, and the rest of these Terms will remain in full force and effect and will continue to apply to every other claim and right. This includes, without limitation, rights under the Americans with Disabilities Act, the New York State Human Rights Law, the New York City Human Rights Law, the New York Labor Law, and consumer-protection statutes.

16. Changes. We may update these Terms from time to time. We will post the effective date above. Continued use after changes constitutes acceptance. Material changes may be communicated by notice in the Service.

17. Severability & Entire Agreement. If any provision is held unenforceable, the remainder remains in effect. These Terms, together with our Privacy Policy, Cancellation Policy, Refund Policy, Damage & Claims Policy, Recurring Booking Terms, Gift Card Terms, Referral Program Terms, and Call Recording Notice, constitute the entire agreement between you and us regarding the Service.

18. Contact. For questions about these Terms, contact us at hello@bookresetnyc.com.