Provider Terms of Service

2. User Accounts & Registration

2.1 Provider Requirements

As a Provider, you must:

• Complete the onboarding process as required by the Platform
• Maintain valid insurance if required for certain booking types (optional for standard matching)
• Provide accurate and up-to-date information about your services and availability

Where applicable, you may choose to submit additional verification information (such as DBS certificates) to enhance your profile. CleanerLink does not independently verify the accuracy or completeness of such information unless explicitly stated. Where Customers request Providers with specific verification attributes (such as DBS certification), only Providers who have supplied such information may be eligible for those bookings.

2.2 Platform Role

CleanerLink (Plantonic Ltd) operates as an intermediary platform connecting Customers with independent Providers.

You act as an independent contractor and not as an employee, worker, or agent of CleanerLink.

CleanerLink is not a party to the service contract between you and the Customer, except as a payment collection agent where applicable.

CleanerLink may act as a limited payment collection agent on behalf of Providers for the purpose of collecting payments from Customers and facilitating payouts.

Payment received by CleanerLink on your behalf satisfies the Customer’s obligation to pay you for the relevant Booking.

3. Booking & Assignment Process

3.1 Assignment Logic

• Sequential Offers: Bookings are offered to eligible Providers one at a time, based on distance and availability.
• Offer Expiry: You have one (1) hour to accept an offer before it expires and is passed to the next eligible Provider.
• Preferred Provider: For recurring plans, the Platform prioritises the Provider who first accepted the plan ("Preferred Provider") to maintain consistency.

3.2 Booking Commitment

By accepting a booking, you agree to carry out the service at the agreed date, time, and price.

You are responsible for ensuring your availability before accepting a Booking. Accepting a Booking without the intention or ability to fulfil it may result in penalties or removal from the Platform.

Failure to fulfil an accepted booking may result in penalties, reduced assignment priority, or suspension from the Platform.

4. Platform Fees

CleanerLink retains a Platform Fee (18%) from the total booking amount. This fee covers the cost of platform maintenance, payment processing, and support.

The Platform Fee may be updated from time to time with reasonable notice.

You authorise CleanerLink to deduct the Platform Fee automatically before any Payout is made to you.

4.1 Off-Platform Transactions

You agree not to solicit, accept, or complete bookings with any Customer introduced to you through the Platform outside of CleanerLink.

This restriction applies during your use of the Platform and for a period of 6 months following your last booking with that Customer.

Any attempt to circumvent the Platform, including exchanging contact details for the purpose of avoiding Platform fees, will be treated as a material breach of these Terms.

CleanerLink reserves the right, at its sole discretion, to:

• Withhold any outstanding Payouts
• Recover lost Platform Fees associated with the circumvention
• Take further action where necessary to protect the Platform

You agree that damages for circumvention may be difficult to quantify. CleanerLink reserves the right to recover an amount equivalent to the Platform Fees that would have been earned from such bookings, including estimated future bookings where applicable.

You acknowledge that the Platform invests in acquiring Customers and that this clause is necessary to protect the integrity and sustainability of the service.

5. Cancellations & Refunds

5.1 Customer Cancellations

If a Customer cancels a booking, your payout is determined by the notice period provided:

5.2 Provider Cancellations

If you cancel a scheduled booking:

• >= 24 hours notice: The Platform will attempt to reassign the booking. Repeated cancellations or failure to attend bookings may result in reduced assignment priority, temporary suspension, or permanent removal from the Platform.
• < 24 hours notice: The booking is immediately cancelled and the Customer is issued a full refund. This may result in account review or suspension.

5.3 Failure to Fulfil Bookings

Failure to attend or complete an accepted booking without valid reason is considered a serious breach of these Terms.

CleanerLink reserves the right to:

• Reduce your assignment priority
• Apply financial adjustments where appropriate
• Suspend or permanently remove your account

Repeated failures will result in removal from the Platform.

6. Dispute Resolution

6.1 Self-Resolution Window

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

• You and the Customer can submit evidence and statements.
• You may offer a Partial Refund Settlement Proposal to resolve the dispute quickly.

6.2 Escalation & Arbitration

If not resolved within 48 hours, the dispute is automatically escalated to the CleanerLink administration team for final arbitration.

You acknowledge that CleanerLink’s role in dispute resolution is limited to the value of the relevant Booking.

CleanerLink is not responsible for resolving or compensating claims exceeding the Booking value. Any such claims must be resolved directly between you and the Customer.

6.3 Payout Holds

While a dispute is open or escalated, the Payout for that booking is placed on hold and will not be transferred until the dispute is resolved.

7. Provider Payouts & Statements

7.1 Cooling Period

All Payouts are subject to a 3-day cooling period following the completion of a booking. This allows for the standard dispute window to pass before funds are released.

7.2 Automated Transfers

Eligible Payouts are automatically transferred to your connected Stripe account every 5 minutes, provided they have passed the cooling period and are not under dispute.

7.3 Monthly Statements

Every 1st of the month, you will receive a consolidated Statement summarising all successful Payouts and transfers from the previous month.

7.4 Payout Adjustments and Recovery

CleanerLink reserves the right to adjust, withhold, or recover any Payouts where necessary to:

• Resolve disputes or customer refunds
• Correct errors or overpayments
• Recover losses caused by Provider actions, including cancellations or misconduct

You authorise CleanerLink to deduct such amounts from any current or future Payouts owed to you.

Where insufficient funds are available, CleanerLink reserves the right to recover the outstanding amount directly from you.

7.5 Failed Transfers

Providers are responsible for ensuring their Stripe account is correctly configured and their bank details are accurate. CleanerLink is not responsible for delays or failures in payouts caused by incorrect Provider account information or Stripe-imposed restrictions.

8. Service Standards & Conduct

• Job Management: You must manually mark jobs as "Started" and "Completed" in the Platform to trigger the payout lifecycle.
• Starting Jobs: You should "Start" the job in the app upon arrival. This is disabled 30 minutes after the scheduled start time.
• Recovery Path: If you forget to start, you can still "Complete" the job directly between 30 minutes after start and 1 hour after the scheduled end time.
• Late Jobs: Jobs that are not updated within these windows are flagged for administrative review and may delay your payout.
• Professional Conduct: You agree to perform services in a professional and timely manner.
• Platform Communication: All communication regarding bookings and disputes must take place through the Platform's messaging and dispute systems.

8.1 Suspension and Termination

CleanerLink reserves the right, at its sole discretion, to suspend, restrict, or permanently remove your access to the Platform at any time where it reasonably believes that:

• You have breached these Terms
• Your conduct may harm Customers, other Providers, or the Platform
• You have engaged in fraudulent, abusive, or unsafe behaviour
• Your performance falls below acceptable standards

Suspension or termination may occur without prior notice.

CleanerLink is not liable for any loss of earnings resulting from such action.

8.2 Fraud and Abuse

You must not engage in any activity intended to manipulate the Platform, including but not limited to:

• Creating fake bookings or accounts
• Attempting to influence payments or disputes dishonestly
• Misrepresenting services, availability, or qualifications

CleanerLink may investigate and take action, including suspension, financial recovery, and reporting where appropriate.

9. Limitation of Liability

CleanerLink acts as an intermediary platform connecting Customers with independent Providers. You are solely responsible for the services you provide, including any loss, damage, or injury caused during or as a result of those services.

You agree to indemnify and hold harmless CleanerLink (Plantonic Ltd) against any claims, liabilities, damages, or expenses arising from your services.

Customers may pursue claims directly against you for any losses exceeding the booking value handled through the Platform.

You are encouraged to maintain appropriate insurance cover for the services you provide, including public liability insurance. Insurance status may be used as a matching criterion by Customers.

CleanerLink does not provide insurance coverage for Providers. Any claims relating to property damage or personal injury are your sole responsibility.

CleanerLink is not responsible for the actual performance of cleaning services, any property damage, or disputes arising outside of the Platform's defined resolution process.

10. Governing Law

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

11. Tax Responsibility

You are solely responsible for all tax obligations, including income tax and National Insurance contributions, arising from your earnings through the Platform. CleanerLink does not withhold taxes from your Payouts.

12. Ratings & Performance

Your access to bookings may be influenced by performance metrics, including reliability, completion rates, and customer feedback.

13. Amendments

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