Terms of Service
Last updated: October 2026
1. Scope of Services
1.1. The Platform: Agora provides an online software marketplace connecting homeowners, tenants, and business clients ("Customers") with independent self-employed cleaning professionals ("Service Providers").
1.2. Role of Agora: Agora acts solely as an intermediary to facilitate matching, booking schedules, photo checklists, and Stripe payment escrow processing. We do not provide cleaning services directly. Service Providers operate as independent business contractors.
2. Account Registration
2.1. Eligibility: You must be at least 18 years old to create an account. By registering, you warrant that you have full legal capacity to enter into binding agreements.
2.2. Accuracy: You agree to provide accurate, current, and complete details during signup and keep your credentials secure.
3. Bookings and Payments
3.1. Direct Contract: When a Customer books a Service Provider, a direct contract for cleaning services is formed between Customer and Service Provider.
3.2. Fees: Transparent pricing is calculated room-by-room including Agora's standard platform fee (or 0% launch promotions). No surprise add-ons.
3.3. Stripe Escrow: Payments are pre-authorized and held in escrow via Stripe Connect, released only upon verified completion or following review window expiry.
4. Cancellations and Refunds
4.1. 20-Hour Free Cancellation: Customers may cancel free of charge up to 20 hours prior to scheduled clean times as outlined in our Cancellation Policy.
4.2. 48-Hour Tier-1 Spotless Guarantee & 30-Day Statutory Protection: Satisfaction issues must be reported within 48 hours of job completion with timestamped photographic proof for Tier-1 Stripe Escrow mediation (72 hours for End-of-Tenancy landlord checkout inspections), alongside 30-Day Tier-2 UK Consumer Rights Act 2015 statutory mediation protections.
5. User Conduct, Anti-Circumvention, Non-Solicitation & In-App Communications
5.1. Respect & Dignity: All users agree to communicate with professional courtesy. Harassment or discrimination of any kind results in immediate termination.
5.2. Safe Workplaces: Customers must ensure properties are safe. Service providers maintain the right to refuse work in hazardous environments.
5.3. Anti-Circumvention & Non-Solicitation: Customers and Service Providers (Cleaners) are strictly prohibited from soliciting, offering, or accepting off-platform bookings or direct payments (including cash, bank transfer, or exchanging personal phone, WhatsApp, or email details to bypass Agora's Stripe Connect escrow).
5.4. Forfeiture of Protections & Enforcement Sanctions: Off-platform bookings void 100% Booking Escrow protection, platform dispute mediation, SHA-256 Certified Cleaning Evidence Pack generation, and the Spotless Re-Clean Guarantee, and may result in permanent account suspension.
5.5. Automated AI Trust & Safety Chat Scanning: Agora uses automated AI Trust & Safety scanning on in-app chat messages and attachments to detect off-platform solicitation, fraud, and safety violations, with flagged conversations reviewed and adjudicated by human Trust & Safety administrators.
6. Limitation of Liability & UCC Warranty Disclaimers
To the maximum extent permitted by applicable law, Agora provides the platform on an "as is" basis and excludes indirect, incidental, special, punitive, or consequential liability arising from independent contractor services.
Section 14A. UK Governing Law & Jurisdiction
14A.1. Governing Law (England & Wales): If you reside in the United Kingdom or any jurisdiction outside the United States, these Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.
14A.2. Exclusive English Courts Jurisdiction & Statutory Rights: Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms, without prejudice to mandatory consumer protections under the UK Consumer Rights Act 2015.
Section 14B. US FAA Mandatory Binding Arbitration & Class Action Waiver
14B.1. Federal Arbitration Act (FAA) Mandatory Binding Individual Arbitration: If you reside in or access the Agora Platform within the United States, you and Agora agree that any dispute, claim, or controversy arising out of or relating to these Terms or the breach, termination, enforcement, interpretation, or validity thereof, including the determination of the scope or applicability of this agreement to arbitrate, shall be determined exclusively by final and binding individual arbitration governed by the Federal Arbitration Act (9 U.S.C. §§ 1 et seq.), rather than in court, except that either party may assert eligible individual claims in small claims court.
14B.2. Arbitration Administration & Rules (AAA / JAMS): The arbitration shall be administered by the American Arbitration Association ("AAA") in accordance with its Consumer Arbitration Rules (or Commercial Arbitration Rules for Service Providers) then in effect, or by JAMS under its Streamlined Arbitration Rules and Procedures if AAA is unavailable. Judgment on the award rendered by the arbitrator may be entered in any federal or state court having jurisdiction thereof.
14B.4. 30-Day Written Opt-Out Right: You have the right to opt out of and not be bound by this Section 14B arbitration and class action waiver by sending written notice of your decision to opt out to legal@agoracleaning.com (or legal@agora.cleaning) within thirty (30) days of the date you first accept these Terms. Your written opt-out notice must include your full legal name, registered account email address, postal address, and a clear statement that you wish to opt out of this Section 14B arbitration agreement.
14B.5. California Civil Code § 1542 Release Waiver: To the maximum extent permitted by applicable law, with respect to any general release of claims under these Terms, you expressly waive and relinquish any and all rights and benefits under California Civil Code Section 1542 (and any analogous state or federal statute or common law principle), which reads: "A GENERAL RELEASE DOES NOT EXTEND TO CLAIMS THAT THE CREDITOR OR RELEASING PARTY DOES NOT KNOW OR SUSPECT TO EXIST IN HIS OR HER FAVOR AT THE TIME OF EXECUTING THE RELEASE AND THAT, IF KNOWN BY HIM OR HER, WOULD HAVE MATERIALLY AFFECTED HIS OR HER SETTLEMENT WITH THE DEBTOR OR RELEASED PARTY."
8. Contact Us
Questions regarding these terms or arbitration opt-out notices? Contact our legal team at legal@agoracleaning.com or legal@agora.cleaning.