Cleanavo Community Guidelines and Acceptable Use Policy

Applies to all users, hosts and cleaners alike, and forms part of the Terms of Service and the Cleaner Terms and Independent Contractor Agreement.

Effective date: 23 September 2026
Last updated: 4 October 2026

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1. Purpose

A Cleanavo job involves a host giving another person the address of their home and the code to its door, and that person entering the home, sometimes alone. Both parties rely on each other's conduct.

These Guidelines set out the standards of conduct that apply to everyone who uses Cleanavo.

2. Scope

These Guidelines apply to every interaction with another person through Cleanavo, including:

1. (a)messages between a host and a cleaner about a job;
2. (b)ratings hosts give cleaners, which consist of stars only;
3. (c)photographs of a property uploaded before and after a cleaning;
4. (d)cleaning instructions and notes a host writes for a cleaner;
5. (e)display names and profile information; and
6. (f)conduct in person during a visit.

3. Honesty

You must:

1. (a)describe your property accurately, because the room count determines the price and the workload, and understating it results in a job no one agreed to;
2. (b)keep entry instructions accurate and up to date, because a cleaner who cannot gain entry loses the time reserved for the job;
3. (c)accept only jobs you can perform, because the app tells you what a job's checklist requires and relies on you to decide whether you are equipped for it, and claiming a job you cannot perform harms the host;
4. (d)give only honest, first-hand ratings, which means you must not rate a job you did not book, give a rating in exchange for anything, or threaten a poor rating to obtain a discount or additional unpaid work; and
5. (e)not impersonate anyone or use a name that is not your own.

4. Courtesy

Cleanavo is not a social network. Messaging is provided so that a host and a cleaner can coordinate a job.

You must not:

1. (a)harass, threaten, intimidate, stalk or bully anyone;
2. (b)make sexual or romantic advances, comment on a person's body or appearance, or send any sexual content, whether in messages or in person;
3. (c)use slurs or demeaning language relating to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, age or any other protected characteristic;
4. (d)contact someone repeatedly after they have asked you to stop;
5. (e)use the chat for marketing, recruiting, political campaigning or anything unrelated to the job, including sending anyone your referral code;
6. (f)send your referral code to people who have not requested it, post it publicly without disclosing that you may be rewarded, pay to advertise it, or offer it in exchange for a rating or for a review of Cleanavo anywhere; or
7. (g)contact a person outside Cleanavo using information you obtained through Cleanavo, or approach that person or their household after a job.

5. Discrimination

Hosts must not refuse, cancel, downgrade or rate a cleaner on the basis of a protected characteristic. Cleaners must not decline or abandon work on that basis.

Federal, Texas and local fair housing and public accommodation laws may apply to conduct on the Service. Discrimination is grounds for immediate and permanent removal from the Service.

6. Privacy in the home

6.1 Cleaners

Cleaners must:

1. (a)keep everything about a host's home confidential, including the address, the door code, the layout, the contents and the occupants;
2. (b)never share, photograph, copy or keep a door code outside the app;
3. (c)photograph only what the job requires, and never photograph people, documents, screens, medication, valuables or anything beyond the condition of the room;
4. (d)never bring an unauthorized person into a host's home. Only the cleaner assigned to the job may enter the home. If you cannot perform a job, you may send another Cleanavo cleaner using the cover code in the app (Cleaner Terms Section 6.1), which makes that cleaner the assigned cleaner and subject to this rule. No one else may enter at any time;
5. (e)never post anything about a host's home anywhere, including on social media; and
6. (f)take nothing, under any circumstances.

6.2 Hosts

Hosts must:

1. (a)disclose any cameras or recording devices in the property in the cleaning instructions;
2. (b)never place a recording device in a bathroom or anywhere else a person would reasonably expect privacy, which is a crime as well as a breach of these Guidelines;
3. (c)not photograph or record a cleaner without telling them; and
4. (d)not share a cleaner's information (including their name or photograph) outside Cleanavo.

7. Safety and lawful use

Do not use Cleanavo to arrange or conceal anything illegal. Do not ask a cleaner to handle illegal substances, weapons or biohazardous material, or to perform work outside the checklist, such as repairs, childcare, pet care or moving heavy furniture.

Hosts must disclose hazards, including aggressive pets, structural damage, mold, pests, hazardous chemicals and any area a cleaner should not enter.

Cleaners may leave any job that feels unsafe. Leave first and notify us afterwards. A job abandoned for genuine safety reasons is reviewed on its facts by a person.

In an emergency, call 911 first. Cleanavo is not an emergency service and cannot respond in real time.

8. Transactions outside the Service

Do not arrange or accept work with someone you met through Cleanavo outside the Service, and do not make or accept payment outside the Service. Doing so removes the records, payment guarantees and remedies that protect both parties.

9. Reporting

If someone breaks these rules, please report them. You can report:

1. (a)a message, by pressing and holding the message in the conversation (in a browser, clicking and holding it) and selecting Report. You can report messages the other person sent you;
2. (b)a person, by tapping the flag at the top of the conversation. Hosts can report a cleaner, and cleaners can report a host;
3. (c)a cleaning, by tapping the flag at the top of the cleaning and selecting Report an issue. This is the way to report something that happened on a job, including after it has finished;
4. (d)a retaliatory rating, by reporting the host from the flag at the top of the conversation or the cleaning and explaining the circumstances. A rating consists of stars only, so there is no written content to report. This applies if you believe a host rated you in retaliation, for example, for declining an off-platform payment, for reporting the host or for any conduct described in Section 4;
5. (e)any concern, through the app, by selecting Chat with support from the flag at the top of a cleaning, or from Get help. That conversation is only between you and Cleanavo, and a person is notified by email as soon as you send a message. Our reply appears in the app and, if you have turned notifications on, your phone is notified (Privacy Policy Sections 4.4 and 5.10). It is not screened by the filter described in Section 11, so you can quote exactly what was said to you; or
6. (f)any concern, by email, at info@cleanavoapp.com at any time. If reporting through the app is not practical, or the matter is urgent, you can always use email.

How we handle reports. We acknowledge every report. We review it against these Guidelines, using the messages, the job record, the photographs and the timestamps, and we will tell you the outcome. We aim to respond to every report within 24 hours, and to act on urgent safety reports immediately.

In an emergency, do not wait for us. Call 911. Cleanavo is not an emergency service.

Reports made in good faith are never held against you, including in your rating, your completion rate or your standing. Retaliating against someone for making a report is a serious breach of these Guidelines.

10. Blocking

Blocking follows a report. When you send a report about a person, a cleaning or a message, the next step offers to block the other person. Nothing is blocked unless you choose Block there. Blocking ends the conversation, prevents further messages, prevents you from being matched with that person again, and stops them from seeing your name. It is enforced by the system, not merely hidden from your screen.

Blocking also ends the work already arranged between you that has not started. Any cleaning between you that the cleaner has accepted and not yet started goes back to other cleaners. Nothing is cancelled: the host's cleaning goes ahead with a different cleaner at the price already agreed, and is charged only if a cleaner does it. There is no cancellation fee, and nothing is counted against either of you. When a host blocks a cleaner, those cleanings show in the cleaner's app as unavailable to them; this is not a cancellation by the host, and no cancellation compensation is paid for it. A cleaning that has already started is not affected, but neither of you can message the other about it.

You can unblock someone at any time from Blocked in the app's settings. They are not told that you blocked them.

Blocking is not a substitute for reporting, which is why the option comes after a report: only a report allows us to take action.

11. Moderation

We moderate the Service as follows:

1. (a)Automated screening before posting. Messages, cleaner profiles, property details and cleaning instructions are screened by a rule applied in the database itself, not in the app, so the screening cannot be bypassed by a modified app. Ratings consist of stars only, so there is no text in them to screen. Content that breaches the rule is rejected when it is submitted rather than removed afterwards.
2. (b)Human review. A person reviews every report and every escalation. Decisions to deactivate an account are made by a person, never automatically.
3. (c)Records. We keep messages, photographs, timestamps and job records, which allow us to establish what happened. A cleaning's chat thread is deleted 90 days after the job ends, so please report a problem while the records still exist (see Privacy Policy Section 8.4). Making a report suspends that deletion: an open report places the cleaning's photographs and chat on hold until the report is resolved (Privacy Policy Section 8.3), so reporting preserves the evidence.
4. (d)Account closure by the other party. When a person deletes their account, the text of the messages they sent is normally deleted immediately (Privacy Policy Section 8.5). While a report about that cleaning is open, the messages are not deleted, because they may be evidence. That delay ends 180 days after the deletion request, whether or not the report is still open, so please report problems promptly.
5. (e)Retention of reports. A resolved report is kept for 24 months, so that the person reviewing a later report can identify a pattern across a year of work. An open report is not deleted.

12. Enforcement

Depending on the severity of the breach and the user's history, we may take the following actions:

We may permanently remove a user immediately and without warning for theft; violence or a credible threat of violence; sexual harassment or assault; unauthorized recording in a private space; sharing a host's address or door code; bringing an unauthorized person into a home; or discrimination.

We report serious matters to law enforcement and cooperate with lawful investigations.

Any restriction also pauses referrals. While an account is under a feature restriction, a suspension or a permanent removal, its referral code does not work and any referral it is part of is paused until the restriction ends. A permanent removal, once final, cancels that person's share of any referral (Terms of Service Section 7.10; Cleaner Terms Section 5.7).

While a host is suspended, removed or unable to schedule, the host's cleanings that no cleaner has taken are not offered to cleaners, so that no one is sent to a home while we look into a report. They are offered again when the restriction ends.

We keep a record of breaches, for hosts and cleaners alike. When we find that a report is well founded, we may record a breach against the person it concerns: a host (for example, for withholding the access a cleaner needed, unsafe conditions or conduct toward a cleaner) or a cleaner (for conduct, or for work not done as the job described). A person at Cleanavo records it and reviews it. It is one of the things we consider in deciding whether to take any action in the table above, and it does nothing on its own.

Separately, cleaners have a service quality record, described in Cleaner Terms Section 9, consisting of their completion rate and recorded breaches of the service agreement for failing to arrive or abandoning work. That record concerns contractual performance, not conduct. These Guidelines concern conduct, and the two are enforced separately.

13. Appeals

If we restrict or remove your account, or decide not to pay a cleaner for a job under Cleaner Terms Section 5.2, and you believe our decision was wrong, email info@cleanavoapp.com within 30 days. A person who was not involved in the original decision will review your appeal, and we will tell you the outcome within 14 days of receiving it.

14. Contact us

Finavo LLC (dba Cleanavo), info@cleanavoapp.com, 2405 Falmer Court, Cedar Park, TX 78613-1582