Last updated: September 2, 2026
These Terms of Service ("Terms") are a binding agreement between you and Haven ("Haven", "we", "us"), the operator of the Haven coordination platform. By creating a Haven account or using our mobile and web applications (the "Service"), you agree to these Terms. If you do not agree, do not use the Service.
1. What Haven is
Haven is a technology marketplace. We connect homeowners and short-term rental hosts ("Hosts" or "Customers") with independent service providers ("Providers") who offer cleaning, handyman, landscaping and similar property-care services, and we provide the booking, messaging, scheduling and payment tools used to coordinate that work.
2. What Haven does
- Lists service requests and lets Providers accept, decline or counter them.
- Verifies identity documents and, where applicable, licensing, insurance and background-check status.
- Holds Customer payment until the Customer verifies the work, then releases the Provider's share.
- Provides messaging, job records, photos, reviews and a dispute process.
3. What Haven does not guarantee
Haven is not a cleaning, contracting or home-repair company, is not a party to the service agreement between a Customer and a Provider, and does not employ, supervise or direct Providers. We do not guarantee:
- the quality, timeliness, safety or legality of any Provider's work;
- that a Provider will accept, attend or complete any request;
- the accuracy of information a Host or Provider supplies about themselves or a property;
- that verification or background screening will detect every issue — screening has limits and is not a guarantee of any person's conduct;
- any specific result, price, availability or continuous availability of the Service.
4. Accounts
You must be at least 18 years old and have authority to bind any entity on whose behalf you sign up. You are responsible for your account credentials and for all activity under your account. You agree to provide accurate information and keep it current, and to notify us immediately of any unauthorized use. Creating an account requires you to accept these Terms and our Privacy Policy.
5. Customer responsibilities
- Provide accurate property details, access instructions, photos and scope of work.
- Grant safe, lawful access to the property at the scheduled time and disclose known hazards, pets, alarms and restrictions.
- Secure valuables and confidential items before a visit.
- Comply with short-term rental laws, HOA rules and lease restrictions, and confirm you have the right to authorize the work.
- Pay the agreed amount upfront, review the work promptly, and verify or dispute within the review window.
- Communicate through Haven so there is a record.
6. Provider responsibilities
Providers must accept and follow the Provider Agreement before accepting jobs. In summary, Providers represent that they are independent businesses, are legally permitted to perform the services they list, hold any required licences and insurance, will perform work professionally and safely, will treat customer property with care, and are responsible for their own tools, helpers and taxes.
7. Booking rules
- A booking is formed when a Provider accepts a request, or when a Customer accepts a Provider's counter-offer.
- The price shown at acceptance is the agreed price. Changes in scope require a new offer or counter-offer agreed in Haven — not on site.
- Payment is taken upfront and held until the Customer verifies the work.
- Photo-based project requests must include accurate photos of the actual work area.
- Arranging or paying for Haven-introduced work outside the platform is a breach of these Terms.
8. Cancellations and no-shows
- Customers may cancel free of charge up to 24 hours before the scheduled start; within 24 hours a cancellation fee of up to 50% of the job price may be retained for the Provider's lost time.
- If a Provider cannot access the property or the site is unsafe or materially different from the request, it is treated as a Customer no-show and up to 50% may be released to the Provider.
- Providers who cancel late or fail to attend may lose ratings, job access, or their account. The Customer is refunded in full for a Provider no-show.
- Recurring bookings can be cancelled at any time for future visits.
9. Refunds
Refunds of service payments follow sections 8 and 11 and are issued to the original payment method. Subscription refunds are governed by our Refund Policy. Haven's platform fee is non-refundable once a job has been performed, except where Haven resolves a dispute in the Customer's favour.
10. Payments
Customers pay upfront; Haven's payment provider holds the payment and Haven releases the Provider's share (job price less Haven's 15% platform fee) after the Customer verifies the work or a dispute is resolved. Paid Haven subscription plans are billed in advance at the price shown on our Pricing page and renew automatically until cancelled from the Billing screen. Applicable taxes are added at checkout. Our order process is conducted by our online reseller Paddle.com, the Merchant of Record for all our orders; Paddle handles billing, payment, refunds and chargebacks, and your statement will reference Paddle alongside the Haven brand.
11. Disputes between Customers and Providers
When a Provider marks a job complete, the Customer has a 48-hour review window to approve the work or open a dispute. Haven sends a reminder before the window closes. If the window closes with no dispute open, Haven approves the job on the Customer's behalf and releases the held funds to the Provider. If work is not verified, either party may open a dispute in Haven with photos and an explanation before that window closes. Funds stay held while the dispute is open. Both parties should respond within 48 hours. A Haven moderator reviews the evidence and may release the payout in full or in part, or refund the Customer. This platform-level determination is final for the purpose of releasing held funds; it does not limit either party's separate legal rights against the other.
12. Property damage
Providers are responsible for loss or damage they or their helpers cause and must report it in Haven within 24 hours; Customers should report suspected damage within 72 hours of the visit with photos. Claims are handled between the Customer and the Provider (and the Provider's insurer where applicable). Haven may assist by providing job records and by holding or reallocating funds still on hold with Haven, but Haven is not an insurer, does not underwrite damage, and is not liable for property damage caused by a Provider or a Customer.
13. Injuries and assumption of risk
Home services involve inherent risk. Providers work at their own risk and are responsible for their own health, injury, disability and (where required) workers' compensation coverage; Haven provides none. Customers are responsible for the safety of their premises. To the fullest extent permitted by law, each user releases Haven from claims for personal injury, illness or death arising from a job, and agrees Haven is not liable for the acts or omissions of any Customer or Provider. Emergencies should be reported to emergency services first and then to Haven.
14. Prohibited services and conduct
The following may not be offered, requested or performed through Haven: licensed electrical, gas, plumbing rough-in, HVAC refrigerant or structural work without the required licence and permits; roofing or work above two storeys without proper certification; asbestos, lead paint, mould, biohazard or crime-scene remediation; pesticide application requiring a licence you do not hold; childcare, pet care, medical, personal-care or security services; transport of people, firearms, controlled substances or hazardous waste; and anything unlawful. You also may not harass or discriminate against other users, impersonate anyone, infringe intellectual property, scrape or reverse-engineer the Service, circumvent fees, or attempt unauthorized access.
14a. User content — zero tolerance for objectionable content
Messages, reviews, photos and profile content are user-generated. Haven has zero tolerance for objectionable content or abusive users. You may not post content that is harassing, threatening, hateful, discriminatory, sexually explicit, defamatory, fraudulent or otherwise objectionable. Haven reviews every report within 24 hours and will remove content and suspend or terminate accounts that violate this section.
Report: Users can report content or a user from any conversation (tap the user’s name → “Report”), from any provider profile (“Report profile”), and from any review (“Report review”).
Block: Users can block another user from any conversation (tap the user’s name → “Block”). Blocked accounts are managed in Settings → Privacy & security, where a blocked user can also be unblocked. Blocked users cannot send messages to the person who blocked them.
15. Verification and background checks
Haven may require identity documents, a selfie, licence and insurance documents, and — with your written authorization — a criminal background check performed by a consumer reporting agency in accordance with the Fair Credit Reporting Act and applicable state law. Automated tools, including AI review of submitted documents, may assist a human decision. Verification badges reflect what we were able to check at a point in time and are not a warranty about any person.
16. Intellectual property
Haven and its licensors retain all rights, title, and interest in the Service, including software, documentation, branding, and content we provide. You receive a limited, non-exclusive, non-transferable right to use the Service. You keep ownership of content you upload and grant Haven a licence to host, display and use it to operate the Service.
17. Disclaimers
The Service is provided "as is" and "as available" without warranties of any kind, express or implied, to the maximum extent permitted by law, including implied warranties of merchantability, fitness for a particular purpose and non-infringement. Haven does not warrant uninterrupted or error-free operation.
18. Limitation of liability
To the maximum extent permitted by law, Haven's total aggregate liability arising out of or related to the Service will not exceed the greater of (a) the amounts you paid Haven in the past 12 months, or (b) USD 100. We are not liable for indirect, consequential, special, or punitive damages, including loss of profits, data, or goodwill, or for the conduct of any Customer or Provider. Nothing in these Terms excludes liability that cannot be excluded under applicable law.
19. Account suspension and termination
We may suspend or terminate your account for material breach of these Terms, non-payment, safety or fraud risk, lapsed licensing or insurance, or repeated policy violations, with or without notice where the risk is serious. You may delete your account at any time from the Profile screen. Funds already held for completed, verified work are still settled. Sections that by their nature should survive termination will survive.
20. Dispute resolution with Haven
Before filing a claim against Haven, contact us at support@havenserves.com and give us 30 days to resolve it informally. These Terms are governed by the laws of the Commonwealth of Pennsylvania, without regard to conflict-of-laws rules. Any dispute that is not resolved informally will be resolved by binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, seated in Pennsylvania, except that either party may bring an individual claim in small-claims court. You and Haven each waive any right to a jury trial and to participate in a class or representative action. Where applicable law does not permit arbitration, the courts of Pennsylvania have exclusive jurisdiction.
21. Changes
We may update these Terms from time to time. Material changes will be announced in-app and may require you to re-accept. Continued use after the effective date means you accept the new Terms.
22. Contact
Questions about these Terms? Reach us at support@havenserves.com. Billing questions are handled by Paddle at paddle.net.
23. Third-party services
Haven uses the following third-party services to operate the Service:
- Supabase — backend infrastructure, authentication, database, and file storage.
- Stripe — provider payout processing via Stripe Connect.
- Paddle — customer payments, subscriptions, and merchant-of-record services.
- Apple Push Notification service (APNs) and Firebase Cloud Messaging (FCM) — push notifications.
- OpenStreetMap — service-area maps.
- Google and Apple — sign-in providers.
Each third-party service is governed by its own terms and privacy policy. Haven does not control these services and is not responsible for their practices.