North Atlanta Maids Service Policy

Effective Date: July 1, 2023

Terms and Conditions

This Service Policy establishes a legally binding agreement (referred to as the "Agreement") between you and North Atlanta Maids LLC ("North Atlanta Maids," "we," "us," or "our") that governs your usage and access of the North Atlanta Maids Platform, including the applications, websites, content, products, and services provided by North Atlanta Maids. By booking a service with North Atlanta Maids through any means such as the website, email, phone call, text message, or in-person, you, as a user, customer, or client, agree to comply with the terms outlined in this document. Upon entering this Agreement, you acknowledge your understanding and acceptance of all its terms. If you do not agree to the terms and conditions presented in this Agreement, you may not use or access the North Atlanta Maids Platform.

Platform

North Atlanta Maids operates a marketplace platform that connects individuals, companies, or entities offering home services ("Service Providers" or "Providers") with individuals seeking such services ("Service Requesters" or "Requesters"). Collectively, these users are referred to as "Users." The North Atlanta Maids Platform enables Users to create user accounts to access and utilize the platform's services. For the purpose of this Agreement, the services provided by Providers to Requesters through the Platform are referred to as "Services," "jobs," "bookings," or "Home Services."

Service Provider Relationship

As a Provider on the North Atlanta Maids Platform, you acknowledge and agree that you and North Atlanta Maids maintain a direct business relationship, defined as independent contracting parties under this Agreement. You and North Atlanta Maids explicitly agree that (1) this Agreement does not establish an employment agreement or an employment relationship between you and North Atlanta Maids, and (2) no joint venture, franchisor-franchisee, partnership, or agency relationship is intended or established by this Agreement. You do not possess the authority to bind North Atlanta Maids, and you agree not to represent yourself as an employee, agent, or authorized representative of North Atlanta Maids.

Poaching and Recruitment

Professional house cleaners working with North Atlanta Maids have agreed, in writing, that they or their family and friends will not accept direct employment from any Customer of North Atlanta Maids, except for tips given at the time of the service. This agreement is effective during the period when professional house cleaners work with North Atlanta Maids and for one year after the termination of their agreement with North Atlanta Maids. Consequently, we kindly request that you refrain from directly soliciting or engaging the services of any professional house cleaner, except through North Atlanta Maids. If you prefer to hire a current or former employee, a referral fee of $5,750.00 will be charged. Once the Customer has paid the referral fee, North Atlanta Maids will no longer be responsible for monitoring and managing the professional house cleaner, including liability protection, information security, scheduling, government taxes, quality of services, and any other responsibilities related to the housekeeper's daily work duties.

Modification to the Agreement

North Atlanta Maids reserves the right to modify any information referenced in the hyperlinks from this Agreement. Such modifications will become effective upon posting. In the event that North Atlanta Maids modifies the terms and conditions of this Agreement, the modified Agreement will be binding on you only after your acceptance of the modified terms. Your continued use of the North Atlanta Maids Platform or Services after any changes shall indicate your consent to such modifications.

Right of Refusal

North Atlanta Maids retains the right to refuse service to anyone for any reason. These reasons may include, but are not limited to, inability to access a home, lack of power, electricity, air conditioning, or heating, frequent cancellations or schedule changes, improper or dishonest booking, projects outside the original scope, failure to list all bedrooms, bathrooms, or total square footage (even if not being cleaned), rudeness towards staff or Providers, attempts to poach or solicit Providers away from North Atlanta Maids (at any price), and incorrect or non-functioning billing information.

Communications Policy

North Atlanta Maids places significant importance on open communication with our cleaning teams to provide excellent service. This means that our teams may use their phones to take calls, send text messages, or capture photographs while performing cleaning tasks. These communications are crucial for maintaining a high-quality service, and we encourage them. While we strive to respect customers' preferences for our teams to minimize phone usage during cleaning, there may be instances where calls, texts, or photos are necessary to ensure service quality.

Appointment Confirmations

Once an online booking is processed, it requires manual confirmation. If North Atlanta Maids cannot confirm an appointment, the appointment may be canceled. In such cases, the Requester will receive a cancellation notice. Please note that an open time slot on the North Atlanta Maids website does not guarantee Provider availability or confirmation of the requested job or service.

Any confirmation emails received are subject to change. This means that a previously confirmed appointment may become unconfirmed depending on the circumstances. North Atlanta Maids is not obligated to provide a service even if it has been confirmed.

Guarantees and Refunds

The North Atlanta Maids 100% Satisfaction Guarantee, also referred to as the "Guarantee" or "Satisfaction Guarantee," is provided to Requesters and represents North Atlanta Maids' sole liability to Requesters for service performance. If you are dissatisfied with the quality of the initial Service requested and paid for through the North Atlanta Maids Platform, North Atlanta Maids will send a Provider to address the areas of the original service that were missed or overlooked, at no additional charge to the Requester.

Eligibility for the Guarantee requires the Requester to report the issue within seventy-two (24) hours of the Service appointment. For recurring services, each individual service is considered a separate occurrence.

Conditions, Exclusions, and Primary Insurance

If you possess insurance that covers potential claims, such as renter's insurance, homeowner's insurance, automobile insurance, or an umbrella policy (referred to as "Personal Insurance"), you acknowledge that your Personal Insurance takes precedence over the North Atlanta Maids Satisfaction Guarantee, which serves as secondary coverage.

Coverage under the North Atlanta Maids Happiness Guarantee is granted if the following conditions are met:

• The Service is agreed upon between a Requester and a Provider through the North Atlanta Maids Platform, performed by the hired Provider, and fully paid for through the Platform.
• Your Booking adheres to North Atlanta Maids' Terms of Use.
• The original service or any additional requests during the service do not put the Provider at risk or involve services outside the original scope.
• The claim is reported by the Requester within 24 hours of the Service.
• The Requester's account with North Atlanta Maids is in good standing, with no outstanding balances owed to North Atlanta Maids or Providers.
• The Provider was unable to gain access to the service location during the scheduled service time.
• The service location lacked power, electricity, air conditioning, heating, or a water source during the scheduled service time.
• The service location had no available water source during the scheduled service time.
• The Requester failed to disclose the full size of the property being serviced, including both serviced and unserviced areas.
• The Requester failed to disclose the need for mold remediation, construction cleaning, or other services not accommodated by North Atlanta Maids.

The Guarantee does not cover the following:

• Losses resulting from natural disasters, including pollution, earthquakes, hurricanes, and tornadoes.
• Losses related to business interruption, loss of market, loss of income, or loss of use.
• Losses exceeding the original or replacement value of property damaged or stolen.
• Losses resulting from the Requester's or a third party's negligence.
• Losses arising from manufacturing defects or product liability.
• Losses caused by pre-existing damages or conditions.
• Losses resulting from items provided by the Requester or due to Requester recommendations.
• Losses caused by flooding, water damage, mold, fungi, or bacteria.
• Losses of cash, third-party gift cards, or securities.
• Losses exceeding USD 5,000 resulting from theft or intentional wrongful acts by a Provider.
• Losses due to normal wear and tear.
• Losses for items retaining their functionality.
• Losses based on sentimental or undocumented intangible value.
• Losses related to repairs outside the area where the Professional Services were performed.
• Losses of pets, personal liability, or damage to shared or common areas.
• Losses resulting from shipping costs, replacement items, or incurred taxes.
• Losses of theft without a valid police report, if requested by North Atlanta Maids, and losses with insufficient documentation.

Submitting a Claim

Issues can be reported by phone at (404) 490-2670 or email at support@northatlantamaids.com. Depending on the nature of the claim, North Atlanta Maids may request additional information. For a claim to be considered "reported," all requested information, such as police reports, photos, security footage, or other relevant evidence, must be submitted within twenty-four (24) hours of the initial contact (claim phone call or email), and deemed satisfactory by North Atlanta Maids.

If North Atlanta Maids requires additional information/evidence, for a claim to be considered "reported," all requested information, such as police reports, photos, security footage, or other relevant evidence, must be submitted within twenty-four (24) hours of the original request from North Atlanta Maids. The provided information/evidence must be considered satisfactory for the claim.

North Atlanta Maids will notify the Requester within twenty-four (24) business hours if additional information is needed to process the claim. After reporting a claim, additional information may be required, and communication with North Atlanta Maids is necessary. Failure to communicate or provide the required information or evidence may result in North Atlanta Maids being unable to process the claim.

Charges

As a Requester, you agree to pay the Charges for your use of the North Atlanta Maids Platform and Services. Charges include the cost of Services, applicable fees, surcharges, and taxes, as specified on the North Atlanta Maids Booking Page, as well as any tips provided to the Provider.

North Atlanta Maids reserves the right to determine and modify pricing by posting the relevant terms on the North Atlanta Maids booking page. Pricing may vary depending on the type of service requested (e.g., standard cleaning, deep cleaning, etc.) as described on the booking page. It is your responsibility to review the applicable booking page and to be accountable for all Charges incurred under your User account, regardless of your awareness of such Charges or their amounts.

Billing Dates

The card on file for your account will be pre-authorized on the business day prior to the scheduled service. For instance, if the service is scheduled for a Monday, the pre-authorization will occur on the preceding Friday. The final charge, including any tips, extras, or additional fees added during the service, will be processed after the completion of the service. In case a tip or additional fee is added after the initial card charge, the card may be charged again to balance the account.

Flat-Rate Pricing

Flat-rate pricing entails a standard charge based on the home details and requested services, along with additional charges for selected parameters determined by the Requester.

Hourly-Rate Pricing

Hourly-rate pricing is based on a standard rate per-provider, per-hour. For example, the cost of two providers for two hours will be "x," while the cost of one provider for two hours will be half of "x." The actual charge will vary depending on the duration required for the cleaning, rounded up to the nearest full hour.

Quoted Home Service Fees

North Atlanta Maids may provide a service fee quote at the time of your request. However, this quote is subject to change based on the actual condition of your home and the verification of accurate home details provided by the Requester. If during the service, you request a change in the services or if a Provider confirms incorrect or false home details, North Atlanta Maids may cancel the service or adjust the home service fee accordingly. North Atlanta Maids does not guarantee that the quoted service price will remain unchanged, particularly if the details or conditions of the home were inaccurately or incompletely represented during the booking.

Cancellation Fees

North Atlanta Maids reserves the right to charge a cancellation fee of $99 for late cancellations. A cancellation is considered late if it occurs within 48 hours of the scheduled appointment. Cancellation fees may also be applied in other situations, such as the inability to access the building for service or the inability to contact the original booking person. If a Provider is dispatched to perform a service and cannot do so due to the fault of the Requester, a cancellation fee will always be charged. Examples of the Requester's fault include, but are not limited to, failure to grant access for the service, lack of power or electricity, or absence of a water source. In certain cases, the cancellation fee may be waived as a gesture of goodwill. However, this waiver does not nullify the cancellation fee for other users.

Headings

The headings in this document are provided for reference purposes only and do not impact the interpretation of any words, terms, sections, or the construction of this Service Policy.

No Waiver

Failure to exercise or delay in exercising any right, remedy, power, or privilege arising from this Service Policy shall not operate as a waiver of such right, remedy, power, or privilege.

Governing Law

Any claims related to the North Atlanta Maids Platform, website, or services shall be governed by the laws of the State of Georgia, without regard to its conflict of law provisions.