Customer Terms of Service

2. User Accounts & Registration

2.1 General Requirements

Users must provide accurate, current, and complete information during registration and keep their account details updated. Users are responsible for maintaining the confidentiality of their account credentials.

2.2 Platform Role

CleanerLink acts as an intermediary platform that connects Customers with independent Providers. CleanerLink is not a provider of cleaning services and does not employ Providers.

When a booking is accepted, a separate contract is formed directly between the Customer and the Provider for the delivery of cleaning services. CleanerLink is not a party to the service contract between the Customer and the Provider. CleanerLink facilitates booking management, communication, and payment processing on behalf of the parties.

CleanerLink does not provide insurance coverage for services carried out by Providers.

3. Booking & Assignment Process

3.1 One-Off Bookings

Customers may request individual cleaning sessions. The Platform uses a sequential assignment process where booking offers are sent to eligible Providers until accepted.

CleanerLink does not guarantee that a Provider will be available for any requested booking.

A booking is not confirmed until accepted by a Provider. If no Provider accepts, the booking may expire or be cancelled.

3.2 Recurring Booking Plans

Customers may set up recurring plans. The Platform will automatically generate individual bookings for these plans up to 28 days in advance.

3.3 Reassignment

If a Provider cancels a booking with sufficient notice, CleanerLink may attempt to reassign the booking to another Provider where reasonably possible, but reassignment is not guaranteed.

4. Payments & Financials

4.0 Payment Processing

All payments are processed via Stripe. CleanerLink may act as a payment collection agent on behalf of Providers.

4.1 Payment Authorisation (One-Offs)

For one-off bookings, a temporary authorisation is placed on your payment method at the time of booking. By placing a booking, you authorise CleanerLink to capture the payment from your selected payment method once a Provider accepts the booking.

Funds are only captured when a Provider accepts the booking. If no Provider accepts the booking, the authorisation will be released.

4.2 Automated Collection (Recurring)

Recurring bookings use an automated off-session collection flow:

• T-48 hours: The Platform attempts to charge your default payment method 48 hours before the scheduled start time.
• Retries: If payment fails, automated retries occur at T-36 hours and T-26 hours.
• Auto-Cancellation: If payment remains unresolved at T-24 hours, the booking is automatically cancelled.

You are responsible for maintaining a valid payment method. Failed payments may result in cancellation of future bookings.

4.3 Pricing & Fees

Prices displayed on the Platform include the total amount payable by the Customer. CleanerLink retains a platform fee from the total amount before paying the Provider.

5. Cancellations & Refunds

Cancellation outcomes are determined by the notice period provided before the scheduled start time. Cancellation notice is measured against the scheduled booking start time.

5.1 Customer Cancellations

5.2 Property Inaccessible

If a Provider arrives at your property and is unable to gain access (e.g., no key, locked out, or where incorrect access instructions are provided), the booking is treated as a "< 12 hours" cancellation. You will be charged 100% of the booking fee.

5.3 Provider Cancellation

If a Provider cancels a booking:

• CleanerLink may attempt reassignment where possible.
• If reassignment is not possible, a full refund will be issued.

6. Dispute Resolution

6.1 Raising a Dispute

You may open a dispute through the Platform within 72 hours (3 days) of a booking's completion if you are dissatisfied with the service.

6.2 Self-Resolution Window

Once a dispute is opened, a 48-hour self-resolution window begins. During this time:

• You and the Provider can submit evidence and statements. Evidence submitted may include photos, messages, or other relevant documentation.
• The Provider may offer a Partial Refund Settlement Proposal.
• You may accept or reject the proposal to resolve the dispute immediately.

6.3 Escalation & Arbitration

If the dispute is not resolved within 48 hours, it is automatically escalated to the CleanerLink administration team for final arbitration. Refunds (full or partial) may be issued at CleanerLink’s discretion following review. Decisions are final within the Platform.

6.4 Financial Limits of Dispute Resolution

CleanerLink’s dispute resolution process is limited to the value of the booking transacted through the Platform.

Any refunds, whether full or partial, will not exceed the total amount paid by the Customer for the relevant booking.

CleanerLink does not accept responsibility for any additional losses, damages, or claims exceeding the booking value. Any such claims must be pursued directly with the Provider.

7. Service Standards & Conduct

• Customer Responsibilities: Customers must ensure safe working conditions, provide accurate property details, and maintain legal compliance (e.g. no hazardous environments). Customers are responsible for ensuring that all booking details are accurate, including property size, condition, and service requirements. Inaccurate information may affect pricing, duration, or service delivery.
• Environment: Customers agree to provide accurate access instructions and a safe working environment for Providers.
• Communication: Both parties agree to communicate respectfully through the Platform's messaging and dispute systems.

8. Limitation of Liability

CleanerLink acts solely as an intermediary platform connecting Customers with independent Providers.

To the fullest extent permitted by law:

• CleanerLink is not responsible for the performance, quality, or outcome of cleaning services.
• CleanerLink is not liable for any loss, damage, or injury arising from services provided by a Provider.

CleanerLink’s total liability to the Customer, whether in contract, tort (including negligence), or otherwise, shall in all circumstances be limited to the total amount paid by the Customer for the relevant booking.

CleanerLink is not responsible for any indirect or consequential loss, including but not limited to property damage, loss of income, or replacement costs.

Providers are independent professionals and may carry their own insurance. Customers are responsible for pursuing any claims beyond the booking value directly with the Provider.

CleanerLink is not liable for failures or delays caused by events outside its reasonable control.

Nothing in these Terms limits liability where it cannot be excluded under applicable law.

9. Governing Law

These Terms are governed by the laws of England and Wales.

10. Amendments

CleanerLink reserves the right to update these Terms at any time. Continued use of the Platform constitutes acceptance of the updated Terms.