Terms of Use

Last Updated: July 31, 2026

1. Acceptance of Terms

By creating an account, logging in, or otherwise using the Casa Cleaning Provider Portal (the "Platform"), you agree to be bound by these Terms of Use ("Terms"). If you do not agree with any part of these Terms, you must not use the Platform.

These Terms constitute a binding agreement between you ("Provider," "you," or "your") and Casa Cleaning ("we," "us," or "our").

2. Purpose of the Platform

The Casa Cleaning Provider Portal is a digital platform that connects cleaning service providers with job opportunities ("Jobs") offered or managed by Casa Cleaning. The Platform allows Providers to:

View available job opportunities in their designated service areas
Review job details, including cleaning type, location (city and ZIP code), payout amount, and scheduling
Accept jobs within a limited time window
Track assigned and completed jobs in their agenda
Manage their availability and profile information
Receive notifications about new and reopened opportunities

The Platform facilitates the connection between Providers and Jobs. It does not guarantee a minimum number of Jobs, continuous availability of opportunities, or any specific level of earnings.

3. Provider Registration

3.1 Account Creation

To use the Platform, you must complete the registration process by providing accurate and complete information, including:

Full name
Email address
Phone number
City, state, and ZIP code
Service areas (primary state and additional states, if applicable)

You are responsible for maintaining the accuracy of this information throughout your use of the Platform.

3.2 Account Activation

Your account must be activated before you can accept Jobs. Activation requires that all mandatory profile fields are completed. If your profile is incomplete, you may view available opportunities but will not be able to accept Jobs until all required information is provided.

3.3 Account Security

You are responsible for maintaining the confidentiality of your login credentials. You must not share your password or session token with any third party. You are solely responsible for all activities that occur under your account.

3.4 Account Types

Accounts may be created through the standard signup process. Regardless of the registration method, all Providers are subject to the same Terms.

4. Provider Responsibilities

4.1 Professional Conduct

As a Provider, you agree to:

Arrive at the job location on the scheduled date and time
Perform cleaning services in a professional and thorough manner
Bring your own cleaning supplies and materials
Communicate promptly with Casa Cleaning support in case of delays, emergencies, or issues

4.2 Job Acceptance

When a new Job becomes available, you will be notified via SMS and/or push notification
You have a limited time window (typically 15 minutes) to accept the Job before it expires or is offered to another Provider
By accepting a Job, you commit to performing the service as described

4.3 Job Completion

After completing a Job, you must mark it as completed within the Platform
The Platform records completion data, which is used for payment processing and earnings tracking

4.4 Flexible Schedule Jobs

Some Jobs may have flexible time windows (e.g., Morning, Afternoon, or Anytime). If you accept a Job with a flexible schedule, you are responsible for:

Performing the service within the indicated time window
Informing Casa Cleaning support of the specific time you will perform the service

4.5 Customer Contact

Contact with the customer is permitted only after the cleaning service has been completed. Before completion, the full address is not displayed, and you must not attempt to contact the customer outside of the Platform's established channels.

4.6 Availability Management

You can manage your weekly availability through the "Minha Disponibilidade" (My Availability) section. Keeping your availability updated helps the Platform match you with appropriate Jobs and ensures you receive relevant notifications.

5. Platform Responsibilities

5.1 Job Matching

Casa Cleaning strives to match Providers with Jobs in their designated service areas. Jobs are offered based on factors including geographic location, job type, and availability.

5.2 Notifications

The Platform provides notifications for:

New job opportunities
Reopened jobs (when a previously expired job is made available again)
Operational reminders

Casa Cleaning is not responsible for notifications that are not delivered due to device settings, carrier issues, or technical limitations beyond its control.

5.3 Support

Casa Cleaning provides support through WhatsApp, accessible via the Support ("Suporte") section of the Platform. Providers are encouraged to contact support for any operational issues, emergencies, or questions.

5.4 Profile and Earnings Management

The Platform maintains records of your profile, job history, and earnings. You can view your earnings, completed jobs, and bonus progress within the Platform at any time.

6. Jobs and Opportunities

6.1 Job Details

Each Job listing includes:

Cleaning type (Standard, Deep, Move In/Out, Post-Construction, or Airbnb)
City and ZIP code (full address is revealed only after acceptance)
Payout amount (the amount you will receive for completing the Job)
Date and time (fixed or flexible)
Property details (bedrooms, bathrooms, square footage, and any extras)

6.2 Dispatch Modes

Jobs may be offered through different dispatch methods. Depending on the dispatch configuration, a Job may be:

Available to all eligible Providers in the area
Offered to a specific group of selected Providers
Manually assigned by an administrator

6.3 Job Expiration

If a Job is not accepted within the designated time window, it may expire and be offered to other Providers or reopened at a later time.

6.4 No Guarantee of Work

The Platform does not guarantee that Jobs will always be available in your area. Job availability depends on customer demand and geographic coverage.

7. Payments

7.1 Payout Calculation

Your payout for each Job is displayed before you accept it
Payouts may include a base payout and, in some cases, a bonus tied to specific jobs or promotional campaigns
Bonuses are company-funded incentives and do not alter the customer's price

7.2 Payment Processing

After you complete a Job and mark it as completed in the Platform, payment is processed by Casa Cleaning
Payments are typically sent within 1 to 3 business days after completion
Payments are made through the method designated by Casa Cleaning (e.g., Venmo, Zelle), as recorded in your provider profile

7.3 No Payment Guarantee

Casa Cleaning does not guarantee any specific or minimum payment amount. Payments are subject to the rules, policies, and procedures established by Casa Cleaning and the applicable customer agreements. Disputes regarding payments must be communicated to support for resolution.

7.4 Tips

If a customer provides a tip, it may be divided between the Provider and the office according to Casa Cleaning's internal policies. Tip distribution details are managed administratively and reflected in your earnings records where applicable.

8. Cancellations

8.1 Provider Cancellations

If you are unable to attend a Job you have accepted, you must contact Casa Cleaning support immediately. Repeated cancellations or failure to attend accepted Jobs without prior notice may result in:

Reduction of your provider score
Temporary suspension of your account
Permanent deactivation of your account

8.2 Customer Cancellations

If a customer cancels a Job, Casa Cleaning will notify you. The Job may be removed from your agenda, and no payment will be due for that Job.

8.3 Rescheduling

In certain cases, Jobs may be rescheduled or reassigned by Casa Cleaning based on operational needs. You will be notified of any changes to your assigned Jobs.

9. Prohibited Conduct

The following actions are strictly prohibited on the Platform:

No-show: Accepting a Job and failing to attend without notifying support
False completion: Marking a Job as completed when the service was not performed
Unauthorized contact: Contacting customers before job completion or outside of approved channels
Accepting payments directly: Receiving payment directly from the customer instead of through the designated Casa Cleaning payment process
Sharing credentials: Sharing your login, password, or session token with others
Manipulating availability: Falsely indicating availability to block opportunities from other Providers
Harassment: Any form of harassment, discrimination, or inappropriate behavior toward customers, staff, or other Providers
Marking SMS as spam: Blocking or replying "STOP" to job notification SMS messages, which prevents you from receiving future opportunities

10. Account Suspension

10.1 Grounds for Suspension

Casa Cleaning reserves the right to suspend, pause, or permanently deactivate your account if:

You violate these Terms
You engage in prohibited conduct as described above
Your performance metrics fall below acceptable thresholds
Administrative or operational concerns warrant such action

10.2 Account Statuses

Your account may be placed in one of the following states:

Ativa (Active): Full access to the Platform and job opportunities
Pausada (Paused): Temporarily inactive; you will not receive new Jobs
Bloqueada Temporariamente (Temporarily Blocked): Restricted access pending administrative review
Bloqueada (Blocked): Permanently deactivated

10.3 Internal Evaluations

Casa Cleaning may create internal evaluations for Providers in cases of cancellations, no-shows, or other incidents. These evaluations include severity ratings and may affect your standing on the Platform. Internal evaluations are administrative records and are not visible to customers.

11. Limitation of Liability

11.1 Service Availability

The Platform is provided on an "as-is" and "as-available" basis. Casa Cleaning does not guarantee uninterrupted access to the Platform. Technical issues, maintenance, or events beyond our control may temporarily disrupt service.

11.2 Earnings

Casa Cleaning is not liable for any loss of expected earnings resulting from a lack of available Jobs, job expiration, customer cancellations, or account suspension.

11.3 Third-Party Services

The Platform relies on third-party services (e.g., SMS providers, push notification services, payment platforms). Casa Cleaning is not responsible for failures or delays caused by these third-party services.

11.4 Maximum Liability

To the maximum extent permitted by law, Casa Cleaning's total liability arising out of or related to these Terms or the Platform shall not exceed the total amount of payments received by you through the Platform in the three (3) months preceding the event giving rise to the claim.

12. Changes to These Terms

Casa Cleaning reserves the right to modify these Terms at any time. When material changes are made, we will update the "Last Updated" date at the top of this document. Continued use of the Platform after changes become effective constitutes your acceptance of the updated Terms.

If you do not agree with the updated Terms, you must stop using the Platform and request account deletion as described in the Privacy Policy.

13. Contact

For any questions, concerns, or support requests related to these Terms, please contact Casa Cleaning through:

WhatsApp Support: Available via the "Falar com suporte" (Talk to support) button within the Platform's Support section.
Support Portal: Accessible through the "Suporte" menu item in the Provider Portal sidebar.

By using the Casa Cleaning Provider Portal, you confirm that you have read, understood, and agreed to these Terms of Use.