Thoro Clean Terms of Service (Customers)

1.1 Thoro Clean is a home-exterior and property services company serving the areas listed in Section 17. Depending on your address, our services include house cleaning; carpet, upholstery, and floor care; pressure washing and soft washing; paver and concrete care; window cleaning; gutter cleaning; solar panel cleaning; holiday lighting; snow removal; pool cleaning; lawn and yard care; pet waste removal; trash bin and trash chute cleaning; junk removal; grill cleaning; air duct and dryer vent cleaning; shrink wrapping; and, for businesses and communities, janitorial service, medical and dental office cleaning, restaurant and kitchen cleaning, construction cleaning, parking lot sweeping, and grounds and community services. Not every service is offered in every area. The services available at your address are shown when you request a quote.

1.2 Thoro Clean quotes the job, books it, communicates with you, invoices you, and collects payment. The physical work is performed by an independent, insured local business that we have approved for our network, which we call a "partner" (in the app, your "Service Specialist"). Partners are independent businesses, not Thoro Clean employees. They cannot change your price, your scope of work, or these Terms, and they do not quote or take payment at your property.

1.3 Before a partner can be assigned work, we check its proof of insurance and require a signed agreement with us. "Approved" means these checks. We do not run background checks on partners or their workers. We are your single point of contact. If something is not right, contact us, not the partner. Thoro Clean is responsible to you for each job we sell, including the 7-Day Service Guarantee, as these Terms describe. That does not make a partner our employee.

1.4 Thoro Clean assigns the partner. You do not choose or browse partners. Before your visit we share the first name of the Service Specialist assigned to it, except on a New Jersey home improvement job, where your contract also names the partner's business, business address, registration number, and insurance details, as the law requires (Section 5.7).

1.5 Specialty services. Some services carry extra rules, which are stated on your quote. For example: for junk removal, you confirm that you own (or may dispose of) everything you ask us to remove and that it contains no hazardous waste, and the partner hauls it to lawful disposal or recycling; restaurant and kitchen cleaning does not include cleaning or certifying a commercial kitchen exhaust (hood) system unless the quote says so. We do not offer high-rise window cleaning (work that needs rope access, a swing stage, or a lift); window cleaning is limited to work done from the ground, a ladder, or a water-fed pole. We do not offer pest control.

1.6 Florida scope limits. In Florida our services are cleaning and upkeep. Unless your quote names a Florida licensed contractor and license number for that work, we do not offer or contract for: pool or spa equipment repair or replacement, or pool cleaning that requires taking equipment apart; air-duct cleaning or sanitizing that requires taking any part of the HVAC system apart; installing, repairing, moving, or disconnecting solar panels (solar panel cleaning is surface washing only); roof repair, or any coating or sealant presented as protecting, waterproofing, stopping leaks in, or extending the life of a roof; gutter installation or repair where a license is required; electrical work (holiday lighting is plug-in only, using existing outlets); mold assessment, or mold removal, remediation, or treatment (washing mildew or algae off an exterior surface is cleaning, and we do not call it mold removal); or applying pesticide or fertilizer.

2.1 You must be at least 18 years old to create an account or book a service, and you must own the property or have the owner's permission to have the work done. When you create an account, we ask you to confirm that you are 18 or older and keep a record of that confirmation.

2.2 If you create an account, you may sign in with an email and password, a one-time code sent by email, or, where offered, Sign in with Google or Sign in with Apple. If you use Sign in with Apple and choose "Hide My Email," we email you through Apple's private relay address. Receipts, charge notices, and legal notices we send there count as delivered to you, so keep forwarding turned on or give us another email address. Apple and Google are not parties to these Terms, and their own terms and privacy policies apply to their sign-in services. If you stop using one of those sign-in services for our app, you may need another way to sign in, and your account stays open until you delete it, and any amounts you owe remain due. Quotes and invoices also arrive by email (or by text, if you opted in).

2.3 Keep your sign-in details private. You are responsible for activity on your account. Tell us right away at hello@thoroclean.com if you think your account has been used without your permission.

2.4 Deleting your account. To delete your account, email hello@thoroclean.com from the address on your account, or use "Delete my account" in the app or at thoroclean.com/account/delete where that option is shown. If you have a visit booked or an unpaid invoice, deletion waits until the visit is finished or cancelled and the invoice is paid, and we tell you what is holding it up. Sign-in stops when you confirm, and you have 14 days to change your mind. We then mark your saved card removed so it can no longer be charged, and delete or de-identify your personal information as described in our Privacy Policy. We keep records the law requires (for example invoices, payment, and tax records), and you remain responsible for amounts already owed. Deleting your account while a prepaid snow season plan is running counts as cancelling the plan (Section 5.8(l)). Unused service credit under Section 3.7 ends when your deletion is finished.

2.5 Commercial and community accounts. These Terms cover residential customers and commercial customers who book through our standard tools. Work for a homeowners' or condominium association, property manager, or other commercial account under a signed proposal, Commercial Services Agreement, or Community Services Agreement is governed by that agreement, and these Terms apply only to matters it does not address.

2.6 Commercial premises. For janitorial, office, restaurant, construction, and other commercial cleaning, you will tell us about site safety rules, restricted areas, alarm and access procedures, and hazards, and keep confidential papers, cash, and valuables secured. Construction cleaning is done only after the site is safe to enter and the general contractor (if any) allows it.

2.7 Medical and dental offices. Our partners clean; they do not handle patient records or medical waste. You will secure patient records and screens, remove or secure sharps and regulated medical waste (which we do not handle or remove), and tell us about any areas requiring special precautions.

2.8 Consultations. You can book a free consultation (for example for a community, commercial property, or larger project) through our online booking page. A consultation is a conversation, not a booked service or a quote.

3.1 A quote request is a request, not a confirmed appointment. You can request a quote through our online quote form, a quote link we send you, the app, or by phone, text, or email. We may prepare a quote from information, photos, and videos you send, answers you give us by phone, publicly available property imagery and records, or an on-site look.

3.2 A quote states the services, the price, the sales tax that applies, and the arrival window(s) offered. Prices do not include sales tax; tax is added where required (Section 4.10). A quote is valid for 30 days unless it says otherwise. Anything not listed on the quote is not included. A trip fee of up to $75 can apply if you cancel late or the partner cannot do the work because of something within your control (Section 5.2). Some Florida jobs need extra notices required by state law. If yours does, they are part of your quote.

3.3 You book by accepting the quote (in the app, through the link we send, or by replying to us) and saving a payment card as described in Section 4. Your booking is confirmed when we send you a booking confirmation. In Florida, if we called or texted you to offer the service, you accept the quote by signing or clicking accept on the written quote we send you, not by phone. On a New Jersey home improvement job, you accept by signing or clicking accept on the written quote we send you, not by phone, and that quote carries our signature too.

3.4 If the partner finds on arrival that the size, condition, or access is materially different from what the quote was based on, we will contact you before any additional work is done. You may approve a revised price, reduce the scope, or cancel that visit without a trip fee. You approve a change by confirming it in the app or by replying to our email or text. On a New Jersey home improvement job, the change is not approved until you confirm it in writing that way.

3.5 Promotions. Promotional codes apply as stated in the offer. Unless the offer says otherwise, a code is good for one booking per household, cannot be combined with other offers, has no cash value, and must be entered when you request your quote. We may end or change a promotion at any time, but a code already applied to a confirmed booking will be honored.

3.6 Bundles. Our website may suggest services that go well together. A bundle is booked on one quote, and a bundle price or discount applies only if it is stated on your quote.

3.7 Service credits. We may give you service credit on your account, for example as a goodwill gesture, under our 7-Day Service Guarantee, or through the Founding Collection offer (Section 26.4). Service credit is promotional credit given at no separate charge. Unless the credit's own terms say otherwise, service credit applies only to Thoro Clean services at an address we serve; is not redeemable for cash except as required by law; is applied to your next invoice(s); and cannot be used for tips, sales tax, or shop orders. Any limit on a credit, such as how much of one invoice it may cover, is stated when the credit is issued. The low-snow credit in Section 5.8 has its own rules and is not service credit under this Section.

3.8 Refer a friend. Where shown in the app, customers with an account have a personal referral link and code. When someone new books using your code or link, we record the referral. Any reward is described in the app or the offer when you share it. Rewards are given only for a new customer's completed and paid booking, cannot be earned by referring yourself or your own household, and have no cash value unless the offer says otherwise. A reward is never given for writing a review. Referral rewards are not offered to real estate agents, home inspectors, homeowners' or condominium associations, or community managers for referring their clients or residents. Share your link only with people you know; do not post it in paid ads, send it as spam, or send it by automated text. If you recommend us publicly and could receive a reward, say so.

3.9 Reserving a date. For seasonal work we may take your request to reserve a date or season. A reservation is a request, not a confirmed appointment, and nothing is charged. Your date is confirmed only when we send you a booking confirmation under Section 3.3. If you later buy a prepaid snow season plan, Section 5.8 says when you are charged.

4.1 Thoro Clean collects all payments. Never pay a partner directly. Payments are processed by Stripe, Inc. We never see or store your full card number; Stripe stores it and gives us only a reference, the card brand, the last four digits, and the expiration date.

4.2 Card on file; no deposit. To book, you save a payment card through Stripe's secure form. We do not take a deposit, and nothing is charged when you save the card. Your bank may show a temporary $0 or small verification check when you save the card. It is not a charge. You need a saved card to make a new booking. The only exception to "nothing is charged up front" is a prepaid snow season plan, which is charged when you buy it (Section 5.8).

4.3 What you authorize. All charges are in U.S. dollars. By saving a card and agreeing to these Terms, you authorize Thoro Clean to store that card and to charge it, without asking you again each time, for:

• the price of each completed visit, as shown on your accepted quote (including any change you approve under Section 3.4), plus sales tax where it applies;
• a trip fee you owe under Section 5.2;
• a tip, if you choose to add one;
• if you sign up for a recurring plan, each completed visit under that plan at the plan price shown when you signed up (or a new price that applies under Section 5.4);
• if you buy a prepaid snow season plan, the season price and sales tax when you buy it, and any extra pushes or ice control at the prices on your plan, after each visit (Section 5.8); and
• if you book a holiday lighting display, its price and sales tax at the times stated on your quote, and any amount you owe under Section 5.9(h) after the notice it requires.

We will not charge your card for anything else without your separate approval.

4.4 When we charge, and receipts. We charge for a visit after the partner marks it complete and uploads the after-photos. A trip fee is charged when it is incurred, and we tell you the reason. Snow season plan and holiday lighting charges follow Sections 5.8 and 5.9. We send a receipt by email (and by text, if you opted in) for every charge, showing the amount, date, visit, and the card's last four digits.

4.5 How long the authorization lasts. Your authorization lasts until you remove the card, cancel it as described in Section 4.6, or delete your account, and it covers charges for visits completed (and fees incurred) before then. If your card issuer gives Stripe an updated card number or expiration date, the authorization continues for the updated card.

4.6 How to stop. You can remove your saved card or withdraw this authorization at any time by emailing hello@thoroclean.com or calling (844) 998-4676. You can replace your card in the app (Account, then Saved card). We will confirm the change by email. It applies to charges after we receive it; visits already completed stay payable. If you have upcoming visits and no saved card, they remain booked unless you cancel them, and we will send you an invoice with a payment link after each visit.

4.7 Failed payments and unpaid balances. If a charge fails, we will send you the invoice with a payment link and may try the card again. We may put future visits on hold until an unpaid balance is paid.

4.8 Questions and disputes about a charge. If you think a charge is wrong, contact us first at hello@thoroclean.com or (844) 998-4676; we will review it and refund any amount charged in error. Contacting us does not affect your right to dispute a charge with your card issuer. While a charge is disputed with your issuer, we may put future visits on hold.

4.9 Changes to this authorization. If we change what we charge your card for, or when, we will tell you by email at least 30 days before the change applies, showing what changes and the date, and you can remove your card before then. Section 5.4 says when a new plan price needs your confirmation.

4.10 Sales tax. Our prices do not include sales tax. Where sales tax applies to a service, a fee, or goods in the state where the work is done, we add it and show it on your quote and invoice. In Florida, for example, tax applies to holiday lighting (on the full price, including design, installation, and removal) and to cleaning of nonresidential property, such as office cleaning and commercial window cleaning.

5.1 You can cancel or reschedule a visit in the app, by replying to your confirmation, by emailing hello@thoroclean.com, or by calling (844) 998-4676. Replying CANCEL or STOP to a text stops our texts; it does not cancel your visit. To cancel by reply, use words such as "please cancel my visit."

5.2 Trip fee. A partner holds time for your visit and travels to you. If the visit is lost for a reason below, the cost of the travel, the lost time slot, and rescheduling is hard to measure for any single visit, so you agree to a set trip fee instead (also called a late-cancellation fee): $75, or the price of the visit before tax if that is lower. We charge it to your card on file if:

• you cancel a visit less than 24 hours before your arrival window begins (asking to move a visit is free, but if we can't move it and you then cancel inside that time, the fee applies); or
• the partner arrives and cannot do the work because of something within your control: no access, no working water when the job needs it, vehicles or items you agreed to move, an unsecured animal, a threat from someone at the property, or a condition you knew about or should have told us about under Section 6.2.

We do not charge it if the cause is weather, a hazard you did not know about and could not reasonably have known about, an emergency, or our or the partner's lateness or mistake. The fee is our agreed estimate of these costs, not a penalty, and it is the only charge for that late cancellation or lost trip. The fee and notice period that apply to your booking are shown on your booking confirmation and in the app before you confirm a cancellation. If we change them, the change applies only to bookings made afterwards.

5.3 Reschedule requests made in the app are requests until we confirm the new date and time.

5.4 Recurring plans. When you sign up for a recurring plan, we show you the services, the visit frequency, the price per visit, that your card is charged after each completed visit, and how to cancel, and you confirm that you agree. We email you a copy, which is your record of your authorization. A plan has no fixed term and no membership fee, does not renew for a set term, and continues until you cancel it. You can skip a visit, pause, resume, or cancel a plan at any time in the app, by email, or by phone, and we confirm cancellation by email. Cancelling stops future visits, except that a visit less than 24 hours away stays booked unless you cancel it, and the trip fee applies if you do. There is no fee to cancel the plan itself. Skipping a visit counts as cancelling that visit, so the trip fee applies if you skip less than 24 hours before the arrival window. If we change your plan price, we will email you at least 30 days before the new price applies, showing the new price and the date, and you can cancel at any time. If the increase is more than 10% in a year, the new price applies only if you confirm it in the app or by replying; otherwise your plan pauses and we contact you. This Section does not apply to a prepaid snow season plan, which has its own term (Section 5.8).

5.5 If we cancel or move your visit because of weather, safety, or partner availability, there is no fee. We will tell you by email or text, with the reason and the new date or time period, and reschedule with you as soon as we can. On a New Jersey home improvement job, a new date needs your written OK. For a prepaid snow season plan, Section 5.8 also applies.

5.6 We may waive a fee at our discretion. Waiving a fee once does not waive it for later visits.

5.7 Home improvement work in New Jersey. Some New Jersey services are home improvements under state law. Your quote or booking confirmation will say if yours is one. For those jobs, your contract is your accepted quote, your booking confirmation, and these Terms, and we send you a copy. It gives the business and insurance details state law requires for Thoro Clean and for the business doing the work, the work and main materials, the dates or time period to start and finish, the 7-Day Service Guarantee, and the total price. Any change to the job must be confirmed in writing, including by email or in the app, before that change is done. We will not start this work until your cancellation period below has ended. No trip fee applies if you cancel in that period. You may also tell us by email or in the app, and we will treat that as a cancellation, but the notice below states the ways the law gives you.

NOTICE TO CONSUMER

YOU MAY CANCEL THIS CONTRACT AT ANY TIME BEFORE MIDNIGHT OF THE THIRD BUSINESS DAY AFTER RECEIVING A COPY OF THIS CONTRACT. IF YOU WISH TO CANCEL THIS CONTRACT, YOU MUST EITHER:

1. SEND A SIGNED AND DATED WRITTEN NOTICE OF CANCELLATION BY REGISTERED OR CERTIFIED MAIL, RETURN RECEIPT REQUESTED; OR

2. PERSONALLY DELIVER A SIGNED AND DATED WRITTEN NOTICE OF CANCELLATION TO:

Thoroclean Auto Appearance LLC, doing business as Thoro Clean
865 NJ 33 Business, Ste 3, Unit #157, Freehold, NJ 07728
(844) 998-4676

If you cancel this contract within the three-day period, you are entitled to a full refund of your money. Refunds must be made within 30 days of the contractor business's receipt of the cancellation notice.

FOR INFORMATION ABOUT CONTRACTORS AND THE CONTRACTORS' REGISTRATION ACT, CONTACT THE NEW JERSEY DEPARTMENT OF LAW AND PUBLIC SAFETY, DIVISION OF CONSUMER AFFAIRS AT 1-888-656-6225.

5.8 New Jersey snow season plan. This Section applies only if you buy our snow season plan for a New Jersey address. If it conflicts with another part of these Terms, this Section controls for the plan. Before you pay, your plan confirmation shows the address, the areas in scope, your driveway size, the season price, the extra-push price, the low-snow credit per push, and the price for salt or ice control, if offered.

(a) What the plan includes. For the season price, plus sales tax, we arrange snow removal for your driveway during the season, December 1, 2026 through March 31, 2027. The price includes 10 pushes. A push is one completed snow-clearing visit. Unless your plan says otherwise, a visit is triggered by 2 inches of snow, and we aim to complete it within 12 hours after snowfall ends. Big storms, travel bans, and road conditions can take longer. Section 5.8(d) says what happens if a storm is missed. A storm of more than 12 inches counts as 2 pushes. Unless your plan names another source, storm depth is the total snowfall for that storm reported by the National Weather Service for the reporting location nearest your address.

(b) Payment. By accepting the plan, you authorize us to charge the season price plus sales tax to your saved card when you accept the plan, before any visit. A partner may not yet be assigned to your address when you pay. Section 5.8(d) says what we refund if we cannot assign one. After the included pushes are used, each additional push is charged at the extra-push price on your plan, plus sales tax, after the visit is complete. Salt or other ice control is not included. If you ask for it, it is charged after the visit at the price on your plan. Snow removal outside the season is priced separately.

(c) Low-snow credit. If fewer than 4 pushes are completed during the season, we add a credit to your account for each push under 4, at the amount per push on your plan confirmation. On a 2-car plan that is $50 per push: $200 for no pushes, $150 for 1, $100 for 2, and $50 for 3. We add it within 14 days after the season ends. Pushes you skipped, or that could not be done because of no access or a blocked driveway, count as completed. A storm we missed and refunded under Section 5.8(d) also counts as completed for this credit, so you do not receive both a refund and a credit for it. The low-snow credit is not redeemable for cash except as required by law. It can be used only toward another Thoro Clean service at an address we serve, is applied to your next invoice(s), and cannot be used for tips, sales tax, or shop orders. It is not service credit under Section 3.7.

(d) If we can't provide the service. If we cannot assign a partner for your address, before or during the season, for the rest of the season, we will tell you promptly and refund to your original payment method the season price minus one-tenth of it for each push already completed, plus the sales tax on that amount, within 10 business days. No low-snow credit applies in that case. If we miss a single storm because no partner is available, no push is used and we refund one-tenth of the season price plus the sales tax on it, within 10 business days. Section 5.5 does not limit these refunds.

(e) If you cancel. You can cancel by the methods in Section 5.1. If you cancel before December 1, we refund the full amount within 10 business days. If you cancel on or after December 1, we refund the season price minus the extra-push price for each push already completed (never less than zero), plus the sales tax on the refunded amount, within 10 business days. No low-snow credit applies. Your right to cancel for a refund ends on March 31, when the plan ends. Section 5.4 does not apply to this plan. The plan does not renew automatically, and we will not charge you for another season unless you buy it. If this Section conflicts with Section 5.7 on a job Section 5.7 covers, Section 5.7 controls.

(f) Access and limits. Please move vehicles and mark hazards before the season and before storms. If a vehicle or other obstacle blocks part of the area, the partner clears what it safely can, and the visit counts as a push. The 7-Day Service Guarantee covers only areas in scope that were not cleared at the visit. It does not cover later snowfall, drifting, plow-backs by others (including municipal plows), or refreeze after the visit, unless ice control for that visit was in your plan.

(g) Early-signup offer. The first 100 plans charged by November 29, 2026 across New Jersey receive two things, one per plan. A customer who has booked a Fall Cleanup or gutter service with us for the same address, before buying the plan, receives the same two things if they buy a plan by December 31, 2026, even after November 29 or after the first 100 are gone. Those plans do not count toward the 100. Credit: service credit under Section 3.7 of $25 on a 1-car plan and $50 on any other size. It is a credit, not a reduction in the season price, so refunds under this Section are based on the full season price. If your plan is refunded in full or cancelled, any unused early-signup credit is removed. Price lock: if we offer this plan for winter 2027-28, you may buy it for the same address at the same season price and extra-push price, plus sales tax. The lock is not an automatic renewal, and it ends if you do not buy the 2027-28 plan.

(h) When plans are sold and start. Plan sales end on January 15, 2027, or earlier if an area reaches capacity. If you buy within 48 hours before a storm forecast by the National Weather Service at or above your plan's trigger, your plan starts after that storm. We will tell you before you pay if this applies.

(i) Emergency calls without a plan. If you do not have a plan and call for snow removal during a storm, we may take your request after plan homes are cleared and only if a partner has room. We do not promise a time. You pay our standard per-push price, including the standard price for deeper snow, plus sales tax, with no surcharge.

(j) Neighbor credit. If you have a plan and a neighbor on the same street in the same town buys a new plan and names your address when buying, each home receives $25 of service credit under Section 3.7, added within 14 days after the new plan is charged. Each plan can receive only one credit under this Section 5.8(j) or Section 5.8(g): if a home already has the early-signup credit or a neighbor credit, it does not receive another, but the other home may still qualify. Homes in the same household or with the same owner do not qualify. This credit is not offered to Thoro Clean partners or their workers, or to real estate agents, home inspectors, homeowners' or condominium associations, or community managers for referring clients or residents. It is separate from Section 3.8, and one purchase earns only one of the two. If a plan is refunded in full or cancelled, any unused credit on that plan is removed.

(k) Snow and ice. A push clears the areas in your plan at that visit. It does not make them free of snow or ice, and new snow, drifting, melting, and refreezing can happen afterward. Unless your plan includes ice control, we do not treat or watch for ice between visits. You remain responsible for your property between visits. This does not limit Section 18.2.

(l) If you sell your home or delete your account. If you sell the home during the season, you can cancel under Section 5.8(e), or ask us to move the plan to the new owner. Deleting your account counts as cancelling the plan under Section 5.8(e), effective when your 14-day period under Section 2.4 ends. If you have unused low-snow credit, we tell you the balance before we finish the deletion and you can use it first. If you then confirm that you want the deletion to go ahead, the balance ends, except as required by law.

(m) Liability on a plan. For Section 18.1, the amount you paid for a visit under a plan is one-tenth of the season price.

5.9 Holiday lighting. This Section applies if your quote is for a holiday lighting display.

(a) What you are paying for. Thoro Clean sells you a seasonal display service and is your only contract party. Your quote states the lights, the areas, the install window, and the removal window. The price covers design, installation, the use of the lights and materials for that season, and removal. The use period is no longer than four months and ends on the removal date.

(b) You do not own the lights. Unless your quote says you are buying them, the lights, clips, timers, and cords belong to the partner who supplies them, who also stores them. You get the use of them for the season shown. They may have been used before, and they may be cut or fitted to your home. They do not become part of your property, and you may not sell, move, alter, or keep them. If you do not book again, they may be reused for other customers.

(c) Payment. We charge your saved card at the times stated on your quote, plus sales tax (Section 4.10), and never before installation is complete.

(d) Your part. You give access on the install and removal dates, and working, properly protected outdoor outlets. You are responsible for the electricity and for any homeowners' association, condominium, or landlord approval. Associations may limit lights visible from outside your property.

(e) Problems during the season. Tell us if lights stop working. Your quote says whether repairs during the season are included. We do not promise a repair time unless your quote does, and severe weather may delay repairs. The 7-Day Service Guarantee covers the installation work under Section 9.

(f) Marks and limits. We do no electrical work. Holiday lighting is plug-in only and uses your existing outlets, with no new wiring, circuits, hardwired controls, or permanent lighting. We use clips and non-permanent fasteners, and they can leave small marks on old paint, loose shingles, or worn surfaces. Tell us about these before installation (Section 6.2). This does not limit our responsibility for damage caused by negligence.

(g) Removal. We remove the display in the window on your quote and will contact you to schedule it. If we cannot remove it because of no access, we will set another date, and the trip fee in Section 5.2 applies. If we still cannot get access after 30 days and 2 written notices, Section 5.9(h) applies to the lights we could not remove. If the partner who installed the display cannot return, another partner may remove and store it.

(h) Loss or damage. Ordinary wear, failure in normal use, and damage from weather or something else outside your control are not your responsibility. If lights are lost, stolen, or damaged while at your property because of something you or your guests did or failed to do, or cannot be removed under Section 5.9(g), you owe the lower of the repair cost or the replacement value shown on your quote (if your quote shows none, their reasonable replacement cost). We will send you the amount and photos first. You authorize us to charge your card for this amount 10 days after we tell you, unless you dispute it.

(i) Storms. If a named storm or an evacuation order is expected, we may remove or secure lights early and reschedule reinstallation if the season allows. If we can't reinstall, we credit the unused part of the season.

(j) Cancelling. Before installation, Sections 5.1 and 5.2 apply. In New Jersey, you have the same three-business-day right to cancel as in the notice in Section 5.7, and we will not start until that period has ended, whether or not state law requires it. After installation, you can ask for early removal at any time, but the price is not refunded, except as Section 9 or the law provides.

(k) No automatic renewal. Your holiday lighting does not renew. Each season we may offer you a new quote, and nothing is booked or charged unless you accept it. If you book again, we offer the job first to the partner who installed your display. If that partner is not available, we may use a different partner and comparable lights.

(l) Your own lights. If your quote is for hanging lights you own, we do not store them unless your quote says so, and we are responsible only for damage to them caused by our or the partner's negligence.

5.10 Sales at your home. If you agree to buy for $25 or more in person at your home after we or someone acting for us came to see you, even if you invited us, or for $130 or more in person at another place that is not our business, you may cancel until midnight of the third business day after you agree. In Florida, this also applies if you agree by phone after a call you did not ask for and with no other contact. No trip fee applies if you cancel in that period, we charge nothing for work done before you cancel, and we will refund anything you paid within 10 days. We will give you the required cancellation notice when you agree. On a job Section 5.7 covers, Section 5.7 also applies.

6.1 Please provide safe access to the areas to be serviced and, for exterior washing and window work, a working outside water source. Secure pets; close windows and doors; and move vehicles, furniture, and fragile items away from the work area. If something cannot be moved, tell us before the visit. Items left in the work area are at your own risk, except for damage caused by the negligence of Thoro Clean or the partner.

6.2 Tell us before the visit about anything that could affect the work, for example loose roof tiles or shingles, barrel or flat roof tile, failing window seals, peeling or oxidized paint, cracked stucco, damaged screens, screen and pool enclosures, coral or coquina stone, paver sand and joints, rust stains from irrigation water, salt damage, leaking gutters, delicate plants, a well or irrigation system, alarm systems, or if anyone in the home needs us to avoid certain cleaning products. You do not need to tell us why. Mark anything we could damage and cannot see, such as irrigation heads, shallow lines, invisible fences, and landscape lights. If you do not tell us, we are not responsible for damage to something hidden unless the partner was negligent.

6.3 If the partner arrives and cannot safely do the work, the partner may leave. Section 5.2 says when a trip fee applies. If there is no trip fee, we will reschedule or cancel with you.

6.4 Gate, lockbox, and alarm codes. If you give us an access code, we share it only with the partner assigned to that visit. You can change it at any time, and we recommend changing codes you no longer want used.

6.5 Your conduct. Treat partners respectfully, and do not harass, threaten, or discriminate against them. We may decline or end service for conduct that puts partners or our staff at risk.

6.6 Interior services. For house cleaning and other interior services, please put away cash, jewelry, medication, firearms, and other valuables or sensitive items.

6.7 Community rules. You are responsible for any homeowners', condominium, or landlord approval the work needs, for example for sealing, lights, or water use, and for telling us about community rules on access and hours.

7.1 Partners are independent businesses. They choose whether to accept each job offered to them and control how they perform the work, subject to the scope on your quote and the law.

7.2 Every partner must carry insurance as described in Section 12.1 and keep it current.

7.3 Partners may not quote, collect payment, or sell additional work directly to you, and we do not show them your card details, email address, or phone number. Calls and texts between you and the partner on a visit day go through a Thoro Clean number that hides both numbers.

If a partner offers to work for you directly, please tell us. Partners agree with us not to sell or take payment for work directly from customers they meet through Thoro Clean.

9.1 If something about a completed visit is not right, tell us within 7 days after the visit is completed and we will send a partner back to make it right at no additional cost.

9.2 How to use it: tap "Something not right?" on the visit in the app, or contact us at hello@thoroclean.com or (844) 998-4676, with a photo of the problem. We review every request, usually within a few business days, and schedule the return visit. After the return visit, we will ask you to confirm the problem is fixed. A few days after a visit, we may send a message asking whether everything looks right, with a way to report a problem while your 7-Day Service Guarantee is still open. Your answer does not affect whether we ask you for a review.

9.3 What it covers: work described on your quote that was missed or not done to a reasonable standard.

9.4 What it does not cover: conditions that arise after the visit (for example new staining from weather, sprinklers, rust, pollen, or animals); surfaces we told you before the visit could only be partly cleaned; wear, fading, etching, oxidation, or damage that cleaning cannot fix; and services not on the quote.

9.5 The 7-Day Service Guarantee is a return visit to fix the work. If we decide a return visit cannot fix the problem, we may instead offer a partial or full credit or refund of the visit price, and Section 10.2 applies.

9.6 After 7 days, contact us anyway. We review later concerns case by case, but they are not covered by the 7-Day Service Guarantee.

9.7 The 7-Day Service Guarantee is in addition to, and does not limit, any rights you have under the law.

9.8 The 7-Day Service Guarantee covers the service work, not products. If a job includes a product such as gutter guards, any product warranty is stated on your quote. We do not limit any implied warranty the law gives you.

10.1 If you cancel a booking before the visit, nothing is charged, except a trip fee under Section 5.2. Sections 5.7, 5.8, 5.9, and 5.10 have their own refund rules.

10.2 For completed work, refund requests are reviewed case by case, starting with the 7-Day Service Guarantee (Section 9). If we charged you for work that was not done as agreed and a return visit cannot fix it, you can choose a refund to your card instead of credit. Refunds go back to the card you paid with; your card issuer may take several business days to post them.

10.3 Once a tip has been paid out to the partner, it is not refundable unless it was charged in error or without your authorization.

Tipping is optional and is never a condition of service. If you add a tip in the app, 100% of it goes to the partner who did the work, paid with the partner's regular weekly payout. Thoro Clean pays the card-processing fee on tips.

12.1 Partner insurance. We require each partner to maintain commercial general liability insurance naming Thoro Clean as an additional insured and commercial auto liability insurance, at minimum limits we set. We also require workers' compensation insurance wherever the law or our agreement with the partner requires it. A partner the law does not require to carry a policy, and that has no one else working on our jobs, may give us a valid exemption or signed statement instead, as our agreement for that state allows.

12.2 Reporting damage. If you believe a visit caused damage to your property, tell us as soon as possible, preferably within 7 days after the visit, with photos and a description. You can report it in the app ("Something not right?", then "Damage") or by email. Please do not have repairs done before we or the insurer have had a reasonable chance to inspect, except to prevent further damage or for safety. Reporting later does not by itself cancel your claim.

12.3 How claims are handled. We will review the report with the partner and, where appropriate, ask the partner to submit the claim to its insurer. We will keep you updated and help you through the process. Partners take before-and-after photos of each job, which we may use to evaluate the claim.

12.4 Pre-existing conditions. We are not responsible for pre-existing conditions or for damage we did not cause. Dirt can hide wear: once it is removed you may see oxidized or chalky paint, loose grout, etched glass, failed window seals, or older stains. Cleaning cannot restore worn, faded, or etched surfaces, and we cannot promise that a result will satisfy a homeowners' association, inspector, insurer, or buyer.

13.1 Partners take before-and-after photos of the work, and may photograph pre-existing damage or a problem they find, to document the job, support billing, and help resolve guarantee or damage claims. We share visit photos with you in the app.

13.2 We may use exterior job photos in our marketing (website, social media, and advertising) unless you tell us not to. Unless you give permission under Section 13.5, marketing photos will not show your house number, street sign, license plates, vehicles, or people, and will not state your address. We will not use interior photos in marketing without your permission. We will not film or publish video of your property without your permission. You can opt out at any time by emailing hello@thoroclean.com or calling (844) 998-4676.

13.3 Photos you upload with a quote request are used to prepare your quote and plan the job, not for marketing.

13.4 If you leave a rating or review in the app, we use it internally to follow up with you and to look into any complaint. We will ask your permission before quoting a review publicly.

13.5 We post about our work on our website and social media pages (for example Facebook, Instagram, and our Google Business Profiles). We will not use your name, words, or face, or a photo showing your house number, street sign, license plate, or address, in a testimonial, post, or ad without your permission, and you can withdraw that permission for future use at any time. Other exterior job photos are covered by Section 13.2. If you tag, comment on, or message our social media pages, the social network's own terms and privacy policy apply to what you post there.

13.6 Nothing in these Terms stops you from giving an honest review of us, in any form, and we will not charge you or take action against you for doing so.

14.1 Service messages. When you give us your phone number or email address, you agree that we may contact you by phone and email about your quote request, bookings, visits, invoices, receipts, guarantee requests, and account. These calls may use automated technology or a prerecorded message where the law allows. They are not marketing. Tell us in any reasonable way at any time to stop automated or prerecorded calls, or sales calls, and we will stop within 10 business days. A staff member may still call you personally about a visit you booked.

14.2 Text messages. We send you texts only if you opt in, for example by ticking the text box on our form or in the app. The one exception: on the day of a visit, your Service Specialist may text you about that visit through a Thoro Clean number that hides both numbers; reply STOP to end those texts. Service texts include confirmations, reminders, "on the way" updates when the partner sends one, arrival updates, receipts, payment links, and requests for feedback, and some are sent automatically. Message frequency varies. Message and data rates may apply. Reply STOP to any text to stop texts from Thoro Clean (you will get one confirmation) or HELP for help. You can also use QUIT, END, REVOKE, OPT OUT, CANCEL, or UNSUBSCRIBE, or tell us in any reasonable way. We act on your request within 10 business days, and usually right away. Stopping texts does not cancel a visit. If you opt out, you will still get visit updates by email or in the app. We send marketing texts only between 8 a.m. and 8 p.m. your local time, and other automated texts during those hours too, except time-sensitive updates about work happening now or later that day, such as a storm-day snow arrival or a morning visit, sign-in codes you request, and replies to your texts. Carriers are not liable for delayed or undelivered messages. Our full Text Message Terms are at thoroclean.com/messaging.

14.3 Marketing messages. We send promotional texts or emails (offers, seasonal reminders, and our newsletter) only if you separately opt in, for example by ticking the marketing box on a form or signing up for our newsletter. Consent to marketing is never a condition of buying anything. We keep a record of the wording you agreed to and your phone number. We stop sales calls if you ask, and we make them only between 8 a.m. and 8 p.m. your local time and no more than three in 24 hours on the same subject. You can opt out by replying STOP or by using the unsubscribe link in any marketing email.

14.4 Review requests. After a visit is completed and paid, we may send one message (by email, or by text if you opted in) asking how we did, with a link to leave a review of the local Thoro Clean business that served you on Google, or on Facebook where our Google profile isn't ready yet, and one reminder if you have not opened the link. Partners do not ask for reviews. We send at most one request per customer every 90 days. We ask every customer with a completed, paid visit the same way. We never choose who to ask based on how happy we think they are, and we never offer anything in return for a review. If a support conversation, complaint, guarantee case, refund, or card dispute about the visit is open, we wait until it is closed and then ask, whatever the outcome. We do not ask if you have opted out of these messages.

14.5 Push notifications. If you turn on notifications in the app, we send push notifications about your visits, messages from our support team, and your account. You can turn them off at any time in the app or in your device settings.

14.6 Calls. Calls to and from our main number, our staff's direct lines, and masked visit-day numbers are handled by our phone provider, Twilio. If you leave a voicemail, it is recorded and automatically transcribed so our team can respond. Calls may be transferred to another team member or extension. Calls may be recorded, monitored, and transcribed for quality, training, and record-keeping. We do not review masked visit-day calls to direct how a partner does the work. An automated notice plays before any conversation is recorded; if no notice plays, the conversation is not recorded. If you stay on the line after the notice, you agree to this. Please tell anyone listening with you. If you don't want a call recorded, tell us. Staff can stop recording on calls they place; on other calls, we will call you back on an unrecorded line or continue by email.

14.7 If you change or give up a phone number you gave us, please tell us so we do not text the next owner of that number.

Where shown in the app, you can chat with Thoro Clean support. Messages sent outside business hours (Monday to Friday, 9 a.m. to 5 p.m. Eastern Time) are answered the next business day. Do not use chat for emergencies; call 911.

Partners must follow applicable state and local stormwater and wastewater rules, including containment and disposal of wash water where required, and must never send wash water to a storm drain.

We serve customers in New Jersey (Ocean, Monmouth, and Middlesex counties) and South Florida (Palm Beach, Broward, and Miami-Dade counties). Availability varies by address and service, and we confirm it before you book. Our website's location pages are general information, not an offer of a particular date or partner. If we agree to serve an address outside these areas, these Terms apply to that job too.

18.1 Except as stated in Section 18.2, Thoro Clean's total liability for any claim relating to a visit, our website or app, or these Terms is limited to the amount you paid for the visit involved (or, if no visit is involved, $100), and we are not liable for lost profits or for indirect, incidental, special, or consequential damages. For a shop order, the limit is the amount you paid for that order. For a snow season plan, Section 5.8(m) says what you paid for a visit.

18.2 Section 18.1 does not limit:

• liability for personal injury or death, or for damage to your property, caused by the negligence of Thoro Clean or anyone acting on its behalf (including its owners, staff, and contractors);
• liability for our gross negligence, fraud, or willful misconduct;
• your rights under the New Jersey Consumer Fraud Act, the Truth-in-Consumer Contract, Warranty and Notice Act, the Plain Language Act, the Contractors' Registration Act, the Florida Deceptive and Unfair Trade Practices Act, or any other statute, or any warranty implied by law; or
• claims against a partner or the partner's insurer.

18.3 We are not responsible for delays or failures caused by weather (including hurricanes and named storms), evacuation orders, natural disasters, utility outages, or other events outside our reasonable control. If one of these events affects your visit, we will reschedule it at no charge (Section 5.5).

18.4 If we owe you for damage to property, we will pay the reasonable cost to repair it or, if it cannot reasonably be repaired, its fair value at the time of the damage. This Section does not apply to personal injury or to the matters in the second and third bullets of Section 18.2.

If you downloaded our app from the Apple App Store or Google Play, these additional terms apply. They also apply to anyone who downloads the Thoro Clean Partners app, including service partners, their crew members, and referral partners; for those users, "these Terms" in this Section includes any Partner Agreement or other agreement with us, as it applies to the app.

19.1 These Terms are between you and Thoro Clean only, not with Apple or Google. Thoro Clean, not Apple or Google, is solely responsible for the app and its content. These Terms do not set usage rules that conflict with the Apple Media Services Terms and Conditions.

19.2 Your license to use the app is a limited, non-transferable license to use it on Apple-branded products or Android devices that you own or control, as allowed by the Usage Rules in the Apple Media Services Terms and Conditions or by the Google Play terms, as applicable. On Apple products, other accounts associated with the purchaser may also use the app through Family Sharing or volume purchasing.

19.3 Thoro Clean is solely responsible for maintenance and support of the app, as stated in these Terms or as the law requires. Apple and Google have no obligation at all to provide maintenance or support for the app.

19.4 Thoro Clean is solely responsible for any product warranties on the app, whether express or implied by law, to the extent not effectively disclaimed. If the app fails to conform to any applicable warranty, you may notify Apple, and Apple will refund the purchase price of the app (if any) to you. To the maximum extent permitted by law, Apple has no other warranty obligation at all with respect to the app, and any other claims, losses, liabilities, damages, costs, or expenses caused by a failure to conform to a warranty are Thoro Clean's sole responsibility. In New Jersey, this means Apple has no other warranty obligation for the app, and Thoro Clean handles any other warranty claim about it.

19.5 Thoro Clean, not Apple, is responsible for addressing any claims by you or a third party relating to the app or your use of it, including product liability claims, claims that the app fails to meet legal or regulatory requirements, and consumer protection or privacy claims.

19.6 If a third party claims the app, or your possession and use of it, infringes their intellectual property, Thoro Clean, not Apple, is solely responsible for investigating, defending, settling, and discharging that claim.

19.7 You represent and warrant that you are not located in a country subject to a U.S. Government embargo or designated by the U.S. Government as a "terrorist supporting" country, and that you are not on any U.S. Government list of prohibited or restricted parties.

19.8 Questions, complaints, or claims about the app go to Thoro Clean at the contact details in Section 24.

19.9 Apple and its subsidiaries are third-party beneficiaries of these Terms. Once you accept these Terms, Apple will have the right (and will be deemed to have accepted the right) to enforce them against you as a third-party beneficiary.

19.10 If you downloaded the app from Google Play, your use of Google Play is also governed by Google's terms. Google is not a party to these Terms and is not responsible for the app.

19.11 You must comply with any third-party terms that apply when you use the app, such as your wireless data plan.

19.12 The app is free to download. We do not sell anything through Apple's or Google's in-app purchase systems; payments for services are made through Stripe as described in Section 4. Any paid plan for partners is sold and managed on our website, not through Apple or Google, and has its own terms.

20.1 We give you a limited, revocable right to use our website and app for your personal use or your business's use as our customer. You may not copy, scrape, reverse engineer, or interfere with them, use them to send spam, or upload anything unlawful or harmful.

20.2 Our name, logos, content, and software belong to Thoro Clean or our licensors.

20.3 The website and app are provided "as is." We work to keep them available and accurate but do not promise they will always be available or error-free. This Section does not limit our responsibility for the services you book.

21.1 Talk to us first. Most concerns are resolved quickly. Before you start a claim about these Terms or a visit, please send us a short description of the problem and what you want, by email to hello@thoroclean.com or by mail to the address in Section 24, and give us 30 days to try to resolve it. Before we start a claim for an unpaid invoice, we will send you a written reminder and give you 30 days to pay. Time limits for bringing a claim are paused during those 30 days. This step is not required for small claims court, for an emergency court order, or to bring a claim under a consumer protection statute.

21.2 Courts. Any lawsuit about these Terms or our services must be brought in the state courts located in Monmouth County, New Jersey, or the federal court for the District of New Jersey, except that: either of us may bring an individual claim in small claims court in the county where the services were performed or where the defendant lives, or in the Special Civil Part of the New Jersey Superior Court in the county the court's rules require; if the services were performed in Florida, you may bring a claim in the county where they were performed, and we may bring a claim there to collect an unpaid amount for those services; and, for services performed in Florida only, the Monmouth County requirement does not apply where Florida law makes a venue requirement void. That Florida exception does not change where a claim about services performed in New Jersey must be brought.

21.3 No class actions. You and Thoro Clean agree to bring claims against each other only individually. You give up any right to bring, join, or be a member of a class action or similar group lawsuit against Thoro Clean. You can still bring your own claim in court, and you keep every remedy the law gives you for your own claim, including under the New Jersey Consumer Fraud Act and the Florida Deceptive and Unfair Trade Practices Act. This Section does not apply to a claim under the New Jersey Plain Language Act or the Truth-in-Consumer Contract, Warranty and Notice Act, or where a statute expressly gives you the right to bring a class action. A court, not us, decides whether this Section is enforceable. If it is found unenforceable for a claim, the rest of these Terms still applies.

These Terms are governed by the laws of the State of New Jersey, without regard to conflict-of-law rules. If the services were performed in Florida, you keep all rights you have under Florida consumer-protection law, including the Florida Deceptive and Unfair Trade Practices Act, and Florida law applies where it cannot be waived, including its rules on liens and licensing.

We may update these Terms. We will post the new version at thoroclean.com/terms with a new effective date and, for material changes, tell you by email or in the app at least 30 days before they take effect. Updated Terms apply to bookings made after the effective date; a visit already booked stays under the Terms in effect when you booked it. If you do not agree to a change, you may cancel future visits without a fee, stop using our services, and delete your account.

Thoroclean Auto Appearance LLC, doing business as Thoro Clean (New Jersey business ID 0450633548)
Email: hello@thoroclean.com
Phone: (844) 998-4676
Website: thoroclean.com
Mail and legal notices: 865 NJ 33 Business, Ste 3, Unit #157, Freehold, NJ 07728

25.1 When you agree to these Terms online (for example by ticking a box or clicking to accept), your agreement is as binding as a signature.

25.2 These Terms, your accepted quote, our Text Message Terms, and (for shop orders) the shop terms are the whole agreement between us for your services and purchases, unless you have a separate signed agreement (Section 2.5). Our Privacy Policy explains how we handle information. If your accepted quote conflicts with these Terms, the quote controls for that visit. Each quote you accept is its own contract, made up of that quote and these Terms, and covers only the services on that quote. Accepting one quote does not commit you to buy anything else, and a later service or shop order is covered by these Terms only if you accept them for that purchase. If a Florida contract is made through a sales call or text from us, this Section does not exclude anything our representative told you in that call or text.

25.3 If a court finds any part of these Terms unenforceable, the rest still applies.

25.4 We may transfer these Terms to a company that acquires our business, and we will tell you by email. On a New Jersey home improvement job that has not been finished, we will get your written consent first. You may not transfer a booking without our consent.

25.5 If we do not enforce part of these Terms once, we can still enforce it later.

25.6 Thoro Clean is registered as an alternate name of Thoroclean Auto Appearance LLC in New Jersey and as a fictitious name in Florida (registration no. G26000145705).

25.7 Electronic records. You agree that we may give you quotes, contracts, receipts, authorizations, and notices electronically by email, text if you opted in, or in the app. This covers all your services with us. You can get a paper copy free by emailing hello@thoroclean.com, and you can withdraw this consent the same way; we then send future required notices by mail, and online booking may no longer be available. Please keep your email up to date in the app. You need a device with internet access, an up-to-date browser or our app, and an email account. By accepting these Terms, you confirm that you can open and keep these records.

26.1 Merchandise you buy at thoroclean.com/shop is governed by these Sections, any further shop terms shown on the shop page and at checkout, and the law that applies to your purchase. Refunds: you can return unused, undamaged merchandise within 20 days after delivery for a refund to your original payment method. You need proof of purchase. Sale items are treated the same way. Items customized for you can be returned only if defective. For questions about an order, shipping, a return, or a defect, email hello@thoroclean.com. Sections 4 to 12 of these Terms do not apply to shop orders. Sections 18, 20, and 21 to 25 apply to shop orders as well, and we ask you to accept them at shop checkout.

26.2 The seller is Thoroclean Auto Appearance LLC, doing business as Thoro Clean.

26.3 You pay for shop orders in full at checkout through Stripe. Shop purchases are not charged to a card you saved for services, and service credit cannot be used in the shop.

26.4 Founding Collection offer. During our launch, the shop may offer service credit with qualifying purchases, under the offer terms shown on the shop page. That credit is service credit under Section 3.7. If the offer terms differ from these Terms, the offer terms control for the offer.

26.5 Shipping and delays. We ship by the date shown at checkout or, if none is shown, within 30 days. If we cannot, we will tell you and give you the choice to wait or cancel for a full refund. If you do not respond and the delay is more than 30 days, or we cannot give a new date, we cancel your order and refund you unless you agreed otherwise. We send card refunds within seven working days. If you return or cancel an order that earned Founding Collection credit, we remove the unused credit.