Terms of Service

1. Acceptance of Terms

By booking, paying, or using any service through Principal Cleaners, you agree to these Terms. They apply to all customers and service providers. If you do not agree, do not use the platform.

2. Three-Party Marketplace

Principal Cleaners connects customers with independent cleaning service providers. The owner (Principal Cleaners LLC) sits between all parties — approving providers, assigning jobs, holding payments in escrow, and resolving all disputes. Customers and service providers never negotiate or transact directly.

3. Payment & Platform Fee

All payments are processed through Stripe. Customers are charged the agreed job price plus a platform service fee (currently 15%) at checkout. Service providers receive 100% of the agreed job amount. The platform fee is separate and covers escrow management, payment processing, dispute resolution, and platform operations.

4. Escrow System

Customer payments are held in escrow and not released to the service provider until: (a) the provider marks the job complete, and (b) 48 hours pass without a dispute. If no dispute is raised within 48 hours of job completion, funds auto-release. Payment is held securely through Stripe.

5. Dispute Window

Customers have 48 hours from the moment the service provider marks a job complete to raise a dispute. After this window closes with no dispute, funds are automatically released and no refund can be issued.

6. Dispute Resolution Process

• →Customer raises a dispute within 48 hours. Payment freezes immediately.
• →Both the customer and provider are notified. Each party has 24–48 hours to submit evidence through the platform.
• →Admin (Principal Cleaners) reviews all evidence and issues a final decision within 48–72 hours.
• →Neither party may negotiate directly. All dispute communication is through the platform administrator.
• →Admin's decision is final and binding.

7. Dispute Outcomes

• →Full payment to provider: complaint not valid — provider receives 100%.
• →Partial refund: provider paid for work done correctly, customer refunded for the specific portion that was legitimately unsatisfactory.
• →Full refund to customer: reserved for extreme cases only — service never performed, property damage, or uncorrectable serious failure. This is the last resort.

8. Provider Re-Service

For legitimate but partial issues, the provider is given 48 hours to return and correct the problem before a refund is considered. This resolves most issues without requiring a dispute.

9. Service Provider Terms

Providers must complete Stripe Express onboarding before receiving job assignments or payouts. Providers must mark jobs complete promptly and respond to dispute notifications within 48 hours with evidence. Payouts are issued 48 hours after job completion provided no dispute is raised.

10. No Direct Negotiations

Customers and service providers must not contact each other directly to negotiate payment, refunds, or dispute outcomes. All such communication must go through the platform. Violations may result in account suspension.

11. Governing Law

These Terms are governed by the laws of the State of Texas. Principal Cleaners LLC (EIN: 934358787) is registered in Texas. Disputes arising from these terms shall be handled in accordance with Texas law.

12. Contact

For questions about these terms or any dispute: support1@principalcleaners.com · principalcleaners.com/contact