CLEANBAZ Dispute & Damage Policy
Version 2026-02-17-v1-draft · Effective 2026-02-17
1. Scope and Purpose
This CLEANBAZ Dispute & Damage Policy (the "Policy") explains how CLEANBAZ CLEANING SERVICES ("CLEANBAZ") reviews customer complaints, property-damage claims, service-quality disputes, and other issues that can arise from a CLEANBAZ booking. It applies to Customers who book through CLEANBAZ and to independent Cleaners who accept the CLEANBAZ Cleaner Agreement, and it operates alongside — not in place of — the Cleaner Agreement, the CLEANBAZ Customer Terms, any applicable insurance policies, and applicable law.
2. No Automatic Determination of Fault or Reimbursement [LEGAL REVIEW]
CLEANBAZ does NOT automatically decide fault, liability, or reimbursement based on a single complaint, a single photo, chat message, review, or one party's account of events. Filing a dispute or uploading Before/After photos does not entitle any party to a refund, reimbursement, credit, or payout adjustment. Any determination CLEANBAZ makes is a reasoned business decision reached only after review of the available evidence and applicable policies. Where the evidence is inconclusive, CLEANBAZ may decline to adjudicate and direct the parties to their insurers or to the courts.
3. How to Report a Complaint or Damage Claim
Customers may raise a complaint by (a) using the in-app "Report an issue" flow from the completed booking, (b) replying to the invoice email, or (c) contacting CLEANBAZ support at the address listed on the CLEANBAZ website. Cleaners must report property damage, injury, theft accusations, or safety incidents through the CLEANBAZ Incident Reporting flow, and no later than 24 hours after the event. Reports should include: the booking ID, a clear description of what happened, dates and times, any photos or videos, and, if applicable, the police-report number or insurance-claim number.
4. Evidence CLEANBAZ Reviews
When adjudicating a dispute, CLEANBAZ reserves the right to review any of the following that are relevant to the claim: (a) the Before and After photo record uploaded for the booking, (b) chat and message history between the customer and the cleaner on the CLEANBAZ platform, (c) incident reports filed by either party, (d) timestamps of arrival, start, and completion, (e) prior complaints or incidents on the same customer address or the same cleaner, (f) proof of insurance and driver's-license status on file, (g) any police reports or third-party estimates the parties elect to share, and (h) applicable insurance policy terms. No single category of evidence is dispositive; CLEANBAZ weighs the record as a whole.
5. Limits of Before/After Photo Evidence [LEGAL REVIEW]
Before/After photos are one form of evidence and are NOT a legal waiver. In particular: (a) the absence of a photograph does not prove that a condition did not exist; (b) the presence of a photograph does not prove who caused or is responsible for a condition; (c) a customer may raise a valid complaint for hidden or subsurface damage, damage that arose from work performed during the job, or conditions not visible in a photo; and (d) pre-existing damage is only credited to the cleaner when it was photographed AND flagged using the "Existing Damage" option before work began, on the same booking.
6. Review Workflow
When a complaint or damage claim is received, an authorised CLEANBAZ admin will (i) acknowledge receipt to the party who filed it, (ii) request additional information from either party where needed, (iii) review the evidence listed in section 4, (iv) consult applicable insurance and legal considerations, and (v) communicate a written determination to the parties. CLEANBAZ targets an initial response within two (2) business days and a determination within ten (10) business days for straightforward matters; complex matters or matters requiring insurance or law-enforcement involvement may take longer. During review, CLEANBAZ may hold the cleaner payout for the disputed booking in escrow.
7. Possible Outcomes
Depending on the evidence and the applicable policies, CLEANBAZ may (a) close the dispute with no adjustment, (b) issue a full or partial customer refund or credit, (c) adjust or withhold the cleaner payout for that booking, (d) require the cleaner to complete a re-clean, (e) refer a property-damage claim to the cleaner's or CLEANBAZ's applicable insurer, (f) suspend or terminate a cleaner account, or (g) refer conduct to law enforcement where legally required. This list is illustrative and not exhaustive; CLEANBAZ retains discretion to fashion a reasonable outcome supported by the evidence.
8. Insurance and Applicable Law [LEGAL REVIEW]
Property-damage or bodily-injury claims that exceed what CLEANBAZ can resolve through platform-level adjustments may be governed by the parties' applicable insurance policies and by law. Nothing in this Policy is a promise by CLEANBAZ to indemnify any party, to act as an insurer, or to substitute for coverage the cleaner or CLEANBAZ is required to carry. CLEANBAZ may direct parties to file with their own insurers, and may cooperate with insurer or law-enforcement investigations.
9. Privacy of Photos and Records
Before/After photos and the underlying dispute record are PRIVATE. Access is limited to: (i) the assigned cleaner for the specific booking, (ii) the customer who booked that specific booking, and (iii) authorised CLEANBAZ admins. No customer will see photos from bookings they did not book. No cleaner will see photos from bookings they were not assigned to. Photos are not published, shared with third parties, or used for marketing without the written consent of the parties, except (a) where required by law or a valid legal process, (b) where necessary to share with an insurer or attorney reviewing a specific claim, or (c) in an anonymised aggregate form used solely for internal quality review. Admin access is audit-logged.
10. Fraud, Retaliation, and Misuse of the Dispute Process
Filing knowingly false complaints, staging damage, coordinating off-platform to manufacture a dispute, or retaliating against a party who filed a good-faith complaint is prohibited. Confirmed misuse may result in refund denial, account suspension or termination, referral to law enforcement, and — for cleaners — forfeiture of the disputed payout under the CLEANBAZ Cleaner Agreement.
11. Cleaner Appeals
A cleaner may request one review of a CLEANBAZ determination by replying to the determination notice within seven (7) calendar days and providing new, specific, and material information not previously considered. CLEANBAZ will acknowledge the appeal and issue a final determination in writing. Beyond that appeal, CLEANBAZ's determination is final for platform-level purposes; nothing in this Policy limits the parties' independent legal rights.
12. Changes to This Policy
CLEANBAZ may update this Policy from time to time. Updates take effect on the version's effective date. Cleaners will be prompted to re-acknowledge the current Cleaner Agreement (which references this Policy) after a material update; customers accept the then-current version through the CLEANBAZ Customer Terms.
Notice — Attorney Review Required Before Production
This Policy is a DRAFT prepared for engineering integration and MUST be reviewed and finalised by a licensed Florida attorney before it is used in production. Sections marked [LEGAL REVIEW] are especially likely to require attorney edits.