Privacy Policy

1. Introduction

TotalCare Cleaning LLC, a Wyoming limited liability company (“TotalCare Cleaning,” “we,” “our,” or “us”), is the controller of the personal information described in this Policy and is committed to protecting its privacy and security.

TotalCare Cleaning Holdings LLC, BoMo Management Services LLC, and BoMo Capital Partners LLC are affiliates of TotalCare Cleaning LLC. They are not controllers of your personal information. Where an affiliate processes personal information on our behalf, it does so as a service provider under our instructions and is bound by this Policy.

This Privacy Policy describes how TotalCare Cleaning collects, uses, discloses, retains, and protects personal information obtained through:

• The TotalCare Cleaning website at www.gototalcarecleaning.com
• Online booking and scheduling services
• Customer account portals
• The TotalCare Cleaning mobile app for customers and the TotalCare Cleaning Partner mobile app for independent cleaning contractors, on iPhone and Android
• Service professional and partner application systems
• Email, phone, text, and other communications with TotalCare Cleaning
• Any other platform or service operated by TotalCare Cleaning

This policy is incorporated by reference into and forms part of the TotalCare Cleaning Terms of Service. In the event of a conflict between this Privacy Policy and the Terms of Service, the Terms of Service shall control with respect to the specific conflicting provision.

2. Information We Collect

A. Information You Provide Directly

When you interact with TotalCare Cleaning, by creating an account, booking a service, contacting support, or applying to join the platform, we may collect:

• Full name and contact information (email address, phone number, mailing address)
• Service address and property access instructions
• Billing name and payment method details (processed via secure third-party processors)
• Account login credentials
• Service preferences, special instructions, and feedback
• Communications with TotalCare Cleaning support staff

B. Service Professional & Partner Applicant Information

Individuals applying to join the TotalCare Cleaning platform as independent Service Professionals may additionally provide:

• Work history and professional references
• Government-issued identification for identity verification
• Proof of insurance and relevant certifications
• Background screening authorization and results
• Bank account or payment routing information for 1099 payouts

C. Automatically Collected Information

When you visit our website or use our platform, certain information is collected automatically through cookies, pixels, log files, and similar technologies, including:

• IP address and approximate geographic location
• Browser type, version, and language settings
• Device type, operating system, and unique device identifiers
• Pages visited, time spent, and navigation paths
• Booking behavior, search queries, and feature interactions
• Referral source (how you arrived at our website)

This automatically collected data is used to improve platform performance, troubleshoot errors, and optimize the user experience. It does not, on its own, identify you personally.

D. Service Photographs

Service Professionals photograph each room before and after every cleaning. These images record the condition of the rooms cleaned and are reviewed, including by automated quality systems, to verify the work. Photographs are limited to the rooms serviced, and Service Professionals are instructed to exclude people, pets, mail, documents, screens, framed photographs, prescription medications, and anything identifying the address of the property. Subject to your choices described below and in our Terms of Service, these photographs may also be used to show the quality of our work in our marketing. We never publish your name, street address, or the location of the property alongside an image.

3. Our Mobile Apps

We offer two mobile apps on the Apple App Store and Google Play. This section explains what each app collects and why. Everything else in this Policy also applies to the apps.

A. TotalCare Cleaning (customer app)

• Account and booking details: your name, email address, phone number, service address, home details, and booking preferences, used to book, manage, and deliver your cleanings.
• Photos you choose: if you file a damage claim, the app opens your phone’s photo picker so you can attach photos. Only the photos you pick are uploaded, and location and other metadata are removed from them on your phone before upload. The customer app does not use your camera.
• No location tracking: the customer app does not ask for or collect your device’s location.

B. TotalCare Cleaning Partner (app for independent cleaning contractors)

• Precise location, only during a job: location is collected only from the moment a contractor taps “I’m On My Way” for an assigned job until that job is complete. If the contractor allows it, this includes while the app is in the background, for example while following directions in a navigation app. We use it to keep dispatch updated, confirm arrival at the job, and estimate arrival times. Location collection stops when the job is completed or canceled or the contractor signs out, and it never runs between jobs. A contractor’s location is never shown to customers. Location records are automatically deleted after 30 days.
• Camera and photos: the app uses the camera to take before and after photos of the rooms cleaned, to document damage, and to photograph documents a contractor files (such as an insurance certificate). The photo library is used to choose a profile picture, attach images to damage reports, or file documents. When a contractor chooses a job photo from the phone instead of taking it in the app, the app reads the time and location recorded in the photo, on the device, to confirm it was taken at that job during that job. That metadata is then removed from the photo before it is uploaded.
• Payout and tax details: W-9 tax information and payout setup through Stripe Connect, used to pay contractors and to meet IRS 1099 reporting requirements. Tax identification numbers are encrypted, and bank account numbers are held by Stripe, not by us.
• Face ID or fingerprint: if a contractor turns on the app lock, the phone’s own biometric unlock is used. We never receive biometric data; the phone only tells the app whether the unlock succeeded.
• Photo troubleshooting log: when a job photo is taken or uploaded, the app records the step and basic technical details (such as device type, app version, and network type) so we can fix camera and upload problems.

C. Both apps

• Push notifications: if you allow notifications, we store your device’s push notification token so we can send booking, job, and account updates. You can turn notifications off at any time in your phone’s settings.
• Crash and error reports: we use Sentry to receive crash and error reports, which include your device type, operating system, app version, and details of the error, such as the screens and steps leading up to it. We use these reports only to find and fix problems. They are not used for advertising.
• Live Translate (microphone and speech recognition): the microphone is used only while the Live Translate screen is listening, after you tap Start. Your phone’s own speech recognition service turns what you say into text. The app does not record, save, or upload any audio; only the resulting text is sent to our servers to be translated, the same as text you type.
• No ad tracking: our apps do not track you across other companies’ apps or websites, do not use your device’s advertising identifier, and do not show ads.

4. Cara, Our AI Assistant

Cara is our AI assistant, powered by Anthropic’s Claude. When you chat with Cara in our apps, what you write, along with the account and booking details Cara needs to help you, is sent from our servers to Anthropic so that Cara can answer. The customer app shows this notice before your first message. Anthropic processes this content as our service provider to produce Cara’s answers. Under Anthropic’s standard commercial terms for its API, Anthropic does not use this content to train its models by default. Live Translate text is likewise processed by Anthropic or by Google Cloud Translation to produce the translation.

5. Payment Information

All payment transactions on the TotalCare Cleaning platform are processed exclusively through secure, PCI-DSS compliant third-party payment processors, including Stripe. TotalCare Cleaning does not store, transmit, or have access to full credit card numbers, CVV codes, or full bank account numbers on its own servers.

In our customer app, card details are entered on a secure page hosted by Stripe, not inside our app. In our Partner app, contractors set up payouts on a secure page hosted by Stripe.

By providing payment information, you authorize TotalCare Cleaning’s payment processors to store your payment method on file for the purpose of charging for booked services, recurring subscriptions, and any applicable fees in accordance with the Terms of Service. The payment processor’s independent privacy policy governs its handling of your financial data.

TotalCare Cleaning is not responsible for the privacy or security practices of third-party payment processors, though we require that any processor we engage maintain industry-standard security certifications.

6. How We Use Your Information

TotalCare Cleaning uses the information collected for the following purposes, each of which constitutes a legitimate basis for processing:

• Service Delivery: To schedule, dispatch, and fulfill cleaning services; to communicate service confirmations, updates, and follow-ups.
• Account Management: To create and maintain your customer or service professional account and authenticate your identity.
• Payment Processing: To charge for services rendered, issue refunds where applicable, and manage recurring billing.
• Platform Safety & Compliance: To screen service professionals, investigate complaints, and enforce our Terms of Service and conduct standards.
• Customer Support: To respond to inquiries, resolve disputes, and improve the quality of service interactions.
• Legal Compliance: To meet applicable federal, state, and local legal and regulatory obligations, including tax reporting for independent contractors.
• Fraud Prevention: To detect, investigate, and prevent fraudulent transactions, identity theft, and other misuse of our platform.
• Analytics & Improvement: To analyze usage patterns, measure platform performance, and improve our website, booking flow, and services.
• Service Photographs: To verify the quality of completed work, resolve quality claims and damage disputes, and, unless you tell us otherwise, to show the quality of our work in our marketing.
• Marketing & Communications: To send promotional offers, service updates, and newsletters, subject to your right to opt out at any time.

We will not use your personal information for purposes materially different from those listed above without providing prior notice and, where required by law, obtaining your consent.

7. Information Sharing & Disclosure

We may share your information only in the following limited circumstances:

A. Independent Service Professionals

To fulfill your booked service, we share limited information with the assigned Service Professional, including your first name, service address, and any specific service instructions you have provided. We do not share your full legal name, payment information, or contact details beyond what is operationally necessary to complete the service. Service Professionals are strictly prohibited from retaining, sharing, or using this information for any purpose outside of the immediate TotalCare Cleaning platform service.

B. Trusted Service Providers

We engage vetted third-party vendors who assist us in operating the platform and delivering services. These vendors are contractually prohibited from using your data for any purpose other than providing services to TotalCare Cleaning and are required to maintain appropriate security standards. Vendors may include:

• Payment processors (e.g., Stripe)
• Background screening providers
• Website hosting and cloud infrastructure providers
• Customer communication platforms (email, SMS)
• Analytics and advertising technology providers
• Booking and scheduling software providers
• AI service providers, such as Anthropic, which powers Cara and Live Translate
• Translation and mapping providers, such as Google Cloud Translation and Google Maps Platform (used to estimate drive times and arrival times)
• Crash and error reporting (Sentry)
• Push notification services (Expo, Apple, and Google)

C. SMS & Text Messaging Compliance

TotalCare Cleaning LLC sends transactional SMS text messages to customers and service professionals who have opted in. Message types include appointment confirmations, service reminders, dispatch notifications, and job status updates. We do not send marketing or promotional SMS messages.

• How to opt in: Customers opt in by checking the SMS consent checkbox on the booking form prior to completing a reservation. Service professionals opt in via their signed independent contractor agreement. Applicants opt in by checking an optional, unchecked text message consent box on the partner application form; checking it is not required to apply. Mobile numbers and text consent are never sold or shared with third parties for their marketing purposes.
• Message frequency: Varies based on your scheduled services. Most customers receive 2 to 4 messages per service.
• Rates: Message and data rates may apply depending on your mobile carrier and plan.
• To opt out: Reply STOP to any SMS from TotalCare Cleaning at any time. You will receive one final confirmation message, then no further messages will be sent.
• For help: Reply HELP or contact us at hello@gototalcarecleaning.com or 888.378.7451.

Mobile phone numbers, SMS opt-in data, and text messaging consent information will not be shared with, sold to, or transferred to any third parties, affiliates, or partners for marketing or promotional purposes under any circumstances. This restriction applies regardless of any other data-sharing provisions in this Privacy Policy. SMS opt-in consent is collected solely for the purpose of sending the specific transactional communications for which you have opted in and will not be used for any other purpose without your express separate consent.

D. Business Transfers

In the event of a merger, acquisition, sale of assets, reorganization, or other corporate transaction involving TotalCare Cleaning or any of its affiliated entities, your personal information may be transferred to the acquiring entity as part of that transaction. We will provide notice of any such transfer and any material change to how your data is handled, to the extent required by applicable law.

E. Legal Requirements & Safety

We may disclose personal information without prior notice if we have a good-faith belief that disclosure is necessary to: (i) comply with a legal obligation, court order, subpoena, or lawful government request; (ii) enforce our Terms of Service or this Privacy Policy; (iii) protect the rights, property, or safety of TotalCare Cleaning, our users, Service Professionals, or the public; or (iv) detect, prevent, or address fraud, security, or technical issues.

8. Cookies & Tracking Technologies

Our website and platform use cookies, web beacons, pixels, and similar tracking technologies to enhance functionality and collect usage data. Specifically, we may use:

• Essential Cookies: Required for core platform functionality such as login sessions and booking flow. These cannot be disabled without impairing service functionality.
• Analytics Cookies: Tools such as Google Analytics that help us understand how visitors interact with our website. Data collected is aggregated and used to improve platform performance.
• Advertising & Retargeting Pixels: Technologies such as the Meta (Facebook) Pixel and Google Ads conversion tracking that help us measure advertising effectiveness and serve relevant ads to users who have previously visited our site.
• Functional Cookies: Cookies that remember your preferences, such as language settings or service area selections.

Your Cookie Choices: You may disable or restrict non-essential cookies through your browser settings or through opt-out tools provided by third-party analytics and advertising platforms (e.g., Google Analytics Opt-Out, Digital Advertising Alliance opt-out). Please note that disabling certain cookies may affect the functionality of our website and booking platform.

By continuing to use our website after being presented with this notice, you consent to our use of cookies as described above.

9. Data Security

TotalCare Cleaning implements a combination of administrative, technical, and physical safeguards designed to protect your personal information from unauthorized access, disclosure, alteration, or destruction. These measures include, but are not limited to:

• SSL/TLS encryption for all data transmitted between your browser and our servers
• Restricted access to personal data on a need-to-know basis among authorized personnel
• Use of PCI-DSS compliant payment processors for all financial data
• Regular review and updating of security practices

10. Data Retention

TotalCare Cleaning retains personal information for as long as is reasonably necessary to fulfill the purposes outlined in this Privacy Policy, including:

• The duration of your active account or service relationship with TotalCare Cleaning
• As required to comply with applicable legal, tax, or regulatory obligations (e.g., IRS 1099 reporting requirements for independent contractors)
• As necessary to resolve disputes, enforce agreements, and protect TotalCare Cleaning’s legal interests
• For a reasonable period following account closure to allow for the resolution of any post-service claims or disputes
• Location records from the Partner app are automatically deleted after 30 days
• Before and after service photographs are retained as part of your service history for as long as your account remains open, so that past visits stay viewable to you

When personal information is no longer needed, we take reasonable steps to securely delete or anonymize it in a manner that prevents reconstruction or identification.

11. Your Privacy Rights

Depending on your state of residence, you may have certain rights with respect to your personal information. These may include:

• Right to Access: The right to request a copy of the personal information we hold about you.
• Right to Correction: The right to request that inaccurate or incomplete personal information be corrected.
• Right to Deletion: The right to request that we delete your personal information, subject to certain exceptions (e.g., legal obligations, ongoing disputes).
• Right to Opt Out of Marketing: The right to opt out of receiving promotional communications from TotalCare Cleaning at any time by clicking “unsubscribe” in any marketing email or contacting us directly.
• Right to Data Portability: Where technically feasible, the right to receive your personal information in a structured, machine-readable format.
• Right to Non-Discrimination: TotalCare Cleaning will not discriminate against you for exercising any of your privacy rights.

To exercise any of these rights, please submit a written request to hello@gototalcarecleaning.com. We will verify your identity before processing any request and will respond within the timeframe required by applicable law (generally 30 to 45 days). Some requests may be subject to exceptions permitted by law.

12. Deleting Your Account

You can delete your account at any time from inside either app:

• TotalCare Cleaning app: open the Account tab and tap Delete Account.
• TotalCare Cleaning Partner app: open the Profile tab and tap Delete Account.

You can also ask us to delete your account by emailing hello@gototalcarecleaning.com or calling 888.378.7451.

What is deleted: your login is deleted, and your account profile is anonymized: your name, email address, and phone number are removed. For customers, saved payment methods are removed from Stripe and active recurring schedules are canceled. For contractors, home address, profile photo, emergency contact, and tax identification number are also removed from the profile.

What we keep: records we are required to keep by law, such as payment and tax records (including W-9 and 1099 records for contractors), and anonymized records of past jobs, which may include photos taken on those jobs. We keep these only as long as the law requires or as needed to resolve disputes.

If you have a cleaning scheduled within the next 24 hours, or, for contractors, a scheduled job or a pending payout, the app will ask you to resolve it first or to contact us so we can help.

13. Do Not Sell or Share My Personal Information

TotalCare Cleaning does not sell your personal information to third parties. If applicable privacy laws in your jurisdiction provide a specific “Do Not Sell or Share” right (such as the California Consumer Privacy Act, as amended by the CPRA), you may exercise that right by contacting us at hello@gototalcarecleaning.com.

California residents may also designate an authorized agent to submit requests on their behalf. We will require reasonable verification of the agent’s authority before processing such requests.

14. Third-Party Links & Platforms

Our website and communications may contain links to third-party websites, applications, and services that are not owned or controlled by TotalCare Cleaning. This Privacy Policy applies only to TotalCare Cleaning’s own platforms and services.

TotalCare Cleaning has no control over and assumes no responsibility for the content, privacy policies, or data practices of any third-party sites or services. We strongly encourage you to review the privacy policy of any third-party site you visit. The inclusion of a link on our platform does not constitute an endorsement of that third party’s privacy practices.

15. Children’s Privacy

TotalCare Cleaning’s services are intended solely for individuals who are 18 years of age or older. Our website and mobile apps are not directed to children under 18. We do not knowingly collect, solicit, or process personal information from individuals under the age of 18. If you are a parent or guardian and believe that your child has provided personal information to TotalCare Cleaning without your consent, please contact us immediately at hello@gototalcarecleaning.com and we will take prompt steps to delete that information from our records.

16. Policy Updates

TotalCare Cleaning reserves the right to update or modify this Privacy Policy at any time. When we make material changes, we will post the updated policy on this page with a revised “Last Updated” date. For significant changes, we may also provide notice via email or a prominent notice on our website.

Your continued use of TotalCare Cleaning’s platforms or services following the posting of any updated Privacy Policy constitutes your acceptance of the revised policy. It is your responsibility to review this page periodically for changes. If you do not agree to the revised policy, you must discontinue use of our services.

17. Contact Us

If you have questions, concerns, or requests relating to this Privacy Policy or TotalCare Cleaning’s data practices, please contact our privacy team:

We will acknowledge receipt of your inquiry promptly and respond within the timeframe required by applicable law.