Customer terms

Version: 2026-09-24-draft

These terms apply to every cleaning booking you make through cleand. Please read them before you pay. When you tick "I agree to the terms" and pay, they form a contract between you and us. We keep a record of the version you agreed to and when. We will email you a copy of these terms with your booking confirmation.

1. About us

cleand is a trading name of [FILL: legal entity name], a company registered in England and Wales (company number [FILL: company number]), whose registered office is at [FILL: registered address]. [FILL: VAT number, if registered.]

You can contact us by email at hello@cleand.uk [DECIDE: confirm the customer mailbox] or through the link in your booking confirmation email. [DECIDE: add a phone number and a postal address for complaints; the Consumer Contracts Regulations require a geographical address, and a phone number if we have one.]

In these terms, "we", "us" and "our" mean cleand, and "you" means the person who makes the booking.

2. How cleand works

You book and pay cleand. Your contract for the clean is with us, and we are responsible to you for it being carried out as these terms describe.
The clean itself is carried out by an independent cleaning company from our partner network (the "cleaning company"), through its own staff (the "cleaner"). Cleaning companies are not our employees or agents; they are subcontractors we choose and approve.
Before a cleaning company can take any job, it must give us proof of public liability insurance and of background (basic DBS) checks for the people who clean. We check these documents when we approve the company and ask for renewed insurance before it expires.

3. Who can book

You must be 18 or over and live in, own or manage the property to be cleaned, or have the permission of the person who does. The property must be a home in the UK in an area we cover. cleand is for personal (consumer) bookings; business customers should contact us first. [DECIDE: whether landlords and letting agents booking end of tenancy cleans are treated as consumers or businesses; business customers don't get the consumer rights described here.]

4. Making a booking

You enter your postcode and the job details (the service, the number of bedrooms and bathrooms, how often for a regular clean, any extras, the date and the arrival window).
We show you a fixed price. You then give your name, email, mobile number and the address (picked from a list for your postcode, or typed in), and tell us about access, parking, pets and anything else the cleaner should know.
You tick "I agree to the terms" and pay the full price by card on our payment provider's (Stripe's) secure page. The payment page stays open for 30 minutes.
The contract is made when your payment succeeds and we show the "You're booked" page. We then email you a confirmation with the details, a copy of these terms and a link to manage your booking. If the confirmation doesn't arrive, check your spam folder and then contact us.

If a payment reaches us after the booked start time (for example, a payment page left open), we don't take the booking: we refund it in full automatically and email you.

Dates and times. You can book from tomorrow onwards, and the start of your arrival window must be at least 18 hours after you book. Arrival windows are morning (8am to 12pm) and afternoon (12pm to 5pm). The cleaner arrives at any time within the window you choose; we can't promise an exact time. [DECIDE: confirm the 18-hour minimum.]

Regular cleans. At launch, a regular clean is booked and paid one visit at a time; the frequency you choose (weekly, fortnightly or monthly) sets the price per visit. There is no subscription and nothing is charged automatically. [DECIDE: if a customer books "weekly" but only ever books one visit, do they keep the weekly price? Consider whether the frequency discount needs a commitment, which would need subscription terms under the Digital Markets, Competition and Consumers Act 2024 once recurring billing is added.]

5. The price

The price is fixed for the job you describe. It is not an hourly rate, and the price you see is the price you pay: nothing is added after you pay.
It depends on your postcode's area, the service, the size of your home, the frequency (regular cleans) and any extras.
Every price includes VAT [DECIDE: or "includes VAT where applicable", if cleand is not VAT-registered].
Last-minute premium. If your clean starts less than 48 hours after you book, the price includes a single last-minute premium of 40%. It is shown separately in the price before you pay.
Your details must be accurate. The price is based on what you tell us. If your home is materially larger than you told us (for example more bedrooms or bathrooms), or needs much more work than the service normally covers (see section 7), the cleaner will do as much of the booked service as they reasonably can in the time the booking allows and tell us, and we will contact you. [DECIDE: whether to charge the difference in price (the software can't take a second payment at the moment), offer to rebook at the right price, or accept the loss.]
If we make an obvious pricing mistake (for example a price clearly far too low because of a technical error), we may cancel the booking and refund you in full before the clean, and tell you why. [DECIDE: keep this clause; it is standard, but it must only cover obvious errors.]

6. Payment

You pay the full price when you book, by card, through Stripe. We never see or store your full card details. Your booking is confirmed only once the payment succeeds. Refunds are paid back to the card you paid with; your bank may take 5 to 10 working days to show them.

7. What each service includes

The cleaning company brings [DECIDE: its own cleaning products and equipment / the customer provides products and a vacuum cleaner, as many platforms require]. You need to provide running water, hot water, electricity and lighting.

[DECIDE: confirm this whole schedule with the first partners. It is a typical UK scope, not yet agreed with anyone.]

Regular clean (per visit, for the rooms in your booking): dusting reachable surfaces; vacuuming and mopping floors; cleaning kitchen worktops, the hob, the sink and the outside of appliances and cupboards; cleaning bathrooms (toilet, bath, shower, basin, tiles and mirrors); emptying bins; and tidying. It doesn't include the extras below unless you add them.

Deep clean (one-off): everything in a regular clean, in more detail, plus skirting boards, doors, door frames and light switches; descaling taps, showers and tiles; cleaning inside kitchen cupboards and drawers if they are empty; and behind and under furniture that can be moved safely.

End of tenancy: a deep clean of an empty (or nearly empty) property to a standard checklist for moving out or in, including the oven, inside kitchen cupboards and drawers, and the inside of the fridge [DECIDE: the fridge is currently a paid extra even for end of tenancy; decide whether it is included]. We aim to meet the standard letting agents expect, but we can't guarantee the outcome of a deposit decision, which depends on the property's condition at the start of the tenancy and on wear and tear.

After builders: removing dust and light debris left by building or decorating work from surfaces, floors, skirting boards, doors, windowsills and fittings. It doesn't include removing rubble, paint or cement splashes, or waste.

Extras (a fixed price each, shown before you pay): oven clean; inside the fridge; inside windows (the inside of reachable windows only); ironing (for the time available during the visit [DECIDE: define an amount, e.g. up to one hour or a number of items]).

Not included in any service: outside windows; carpet, rug or upholstery shampooing; clearing mould, pests or their droppings; bodily fluids beyond normal household cleaning, sharps or hazardous substances; moving heavy furniture or appliances; work above the height of a small step ladder; lofts, garages, sheds and outdoor areas; laundry (other than ironing as an extra); washing up more than a normal day's worth; and caring for children, pets or anyone else. The cleaner may refuse any task they consider unsafe.

8. Changing or cancelling your booking

8.1 Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel a contract made online within 14 days of the day the contract is made, without giving a reason. To use it, tell us clearly (for example by the cancel link in your confirmation email, or by email using the model form at the end of these terms).

Asking us to start within the 14 days. When you choose a date within 14 days of booking, you are asking us to provide the service during the cancellation period. [DECIDE: add a separate, unticked checkbox at checkout for this express request, as regulation 36 requires, with the words: "I want my clean to take place within the 14-day cancellation period. I understand that if I cancel after the clean has started I will pay for the work done, and that I lose my right to cancel once the clean has been completed."] If you then cancel:

before the clean starts, [DECIDE: options A, B or C for how the 14-day right and the 24-hour rule fit together; with option A, we refund you in full];
after it has started, you pay a proportionate amount for the work done up to the time you tell us, and we refund the rest;
once the clean is complete, you no longer have the right to cancel.

8.2 Cancelling under our cancellation policy

As well as your legal rights above:

More than 24 hours before the start of your arrival window: cancel from the link in your confirmation email and you get a full refund.
Within 24 hours of the start of your arrival window: [DECIDE: current rule: no refund, which conflicts with the 14-day right in 8.1. If option A is chosen: "no refund, unless you are still within your 14-day cancellation period, in which case you get a full refund."]

The 24 hours are counted from the time you cancel to the start of your arrival window (8am for a morning booking, 12pm for an afternoon booking).

8.3 Changing the date or time

To change the date or arrival window, cancel and book again. The cancellation rules above apply to the cancellation, and the new booking is priced at the time you make it (including the last-minute premium if it is less than 48 hours away). [DECIDE: consider a free change of date, at least once, more than 24 hours before; it would need a change to the software.]

8.4 If we cancel

Our guarantee. Every paid booking is guaranteed: if we can't arrange a cleaning company for it, we cancel it and refund you in full, and tell you by email as soon as we know, and in any case before your arrival window starts. [DECIDE: commit to a time, for example "at least 12 hours before" (the software alerts us 12 hours before and refunds automatically if nobody has taken the job by the start).]
We may also cancel with a full refund if we reasonably believe the clean can't be carried out safely or lawfully, if you or someone at the property has been abusive or threatening to a cleaner or to us, or because of an obvious pricing error (section 5).
Events outside our control (for example severe weather, illness at short notice, or a lockdown): we will try to arrange another cleaning company or another date you agree to. If we can't, we cancel and refund you in full.

A full refund is the remedy for a booking we cancel. You may also have other legal rights; nothing here affects them.

9. On the day

Access. Please make sure the cleaner can get in at the start of the arrival window, for example by being at home, arranging a key safe or concierge, or leaving access instructions in your booking. If you give us key safe codes or entry codes, we share them only with the cleaning company that takes your job, and they are deleted with the rest of your booking details (see our privacy notice). [DECIDE: whether cleand or partners will ever hold keys; if so, add key-handling terms.]

If the cleaner can't get in. If the cleaner arrives within the window and can't get in, they will try to contact you and wait for [DECIDE: 30 minutes]. If they still can't get in, the booking is treated as cancelled by you within 24 hours [DECIDE: see 8.1; within the 14-day period, only a charge that reflects our actual cost may be lawful].

Your home. Please tell us about pets and parking when you book, and keep pets secured if the cleaner asks. Put away valuables, cash, and fragile or sentimental items, and tell the cleaner about anything that needs special care (for example natural stone, antique furniture, or surfaces that can't take water). Tell us about any risks at the property (for example building work, damaged flooring or electrics).

Parking. If parking isn't free, [DECIDE: who pays for paid parking or permits; the booking form already asks about parking].

Cleaners' safety. The cleaner must be able to work safely and without harassment. The cleaner may stop and leave if they are threatened, abused or put in danger, and we may then treat the booking as cancelled by you.

Extra work. The cleaner carries out only the booked service. Please don't ask for other work or pay the cleaner directly for extra jobs.

10. If something goes wrong

10.1 Reporting a problem

Use the "report a problem" option on your booking page (the link in your confirmation email), from the start of your arrival window until 30 days after it, or email us. Please report as soon as you can, ideally within 48 hours, with photos where they help, so we can check with the cleaning company while the details are fresh. We reply to every report [DECIDE: within 2 working days].

10.2 No-show

If nobody arrives, report it on your booking page. We will contact the cleaning company. If the cleaner didn't come, we cancel the booking and you choose: a full refund, or a new booking at a date and window you agree, at no extra cost [DECIDE: the software currently lets the founder choose; the terms give the customer the choice, which is the safer position under the Consumer Rights Act 2015].

10.3 Late arrival

If the cleaner arrives more than 30 minutes after the start of your arrival window, you can report it. [DECIDE: what the customer gets, e.g. an apology only, a partial refund or a credit; the software currently fines the partner £10 and gives the customer nothing.] If a late arrival means the clean can't be completed, section 10.4 applies.

10.4 Quality

We are responsible to you for the service being carried out with reasonable care and skill, as described in section 7. If it wasn't, you are entitled, under the Consumer Rights Act 2015, to ask us to put it right (for example by the cleaning company returning to re-clean the areas that weren't done properly) at no cost to you. If that isn't possible, or it can't be done within a reasonable time or without significant inconvenience to you, you are entitled to an appropriate price reduction, which may be a full refund.

End of tenancy re-clean guarantee. [DECIDE: current rule: no free re-cleans beyond the legal right above. Competitors commonly offer "if your letting agent or landlord reports an issue within 48 (or 72) hours of the clean, we'll send a cleaner back to re-clean the affected areas free of charge", usually requiring the property to be empty and unchanged and the agent's report or check-out inventory as evidence. If adopted, add it here with those conditions and decide who pays the partner for the return visit.]

10.5 Damage, loss and theft

Tell us as soon as possible, and within [DECIDE: 7 days] of the clean, with photos and details. We will ask the cleaning company for its account and, where appropriate, pass the claim to its public liability insurer. We will keep you informed and help you get a fair outcome. Where damage or loss was caused by the cleaner's failure to use reasonable care and skill, we are responsible to you as section 11 describes, even if the cleaning company's insurer handles the claim.

We are not responsible for damage caused by normal wear and tear, by an item's existing faults or condition, or by following your instructions; or if you didn't tell us about something the cleaner needed to know (for example a surface that can't take water).

For theft or any criminal act, please also report it to the police and give us the crime reference number.

11. Our responsibility to you

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. Loss is foreseeable if it is obvious it will happen, or if you and we both knew it might happen when the contract was made.
We don't exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence or the negligence of the cleaning company or cleaner, for fraud, or for breach of your legal rights as a consumer (including the rights in sections 8 and 10.4).
[DECIDE: whether to cap liability for property damage, e.g. "our total liability for damage to property in connection with one booking is limited to £X". A consumer cap must be fair and transparent under the Consumer Rights Act 2015 and can't go below the price paid for failures under section 49 of that Act. Consider matching it to the partners' minimum insurance.]
We only supply the service for domestic and private use. We have no liability for loss of profit, loss of business or business interruption.

12. How we use your personal information

Our privacy notice explains what we collect, why, who we share it with (including the cleaning company that takes your job) and how long we keep it.

13. Complaints and disputes

If you're unhappy with our service, email hello@cleand.uk [DECIDE: confirm] with your booking details. We will acknowledge your complaint within [DECIDE: 2 working days] and aim to give you a full answer within [DECIDE: 14 days].

If we can't resolve your complaint, [DECIDE: name an alternative dispute resolution (ADR) provider and say whether cleand agrees to use it, e.g. "you can refer it to (ADR provider), an approved ADR provider; we will (or will not) take part". The Alternative Dispute Resolution for Consumer Disputes Regulations 2015 require us to name an approved provider and say whether we will use it once our own complaints process is finished]. You can also go to court: see section 15.

14. Other terms

Changes to these terms. We may change these terms from time to time. The terms that apply to a booking are the version you agreed to when you made it; we won't change them for that booking without your agreement.
Transfer. We may transfer our rights and duties under these terms to another organisation; we will tell you and make sure your rights aren't affected. You may transfer a booking only with our agreement.
Hiring a cleaner directly. [DECIDE: many platforms ask customers not to hire the cleaner directly for a period (a "non-solicitation" term, sometimes with a fee). Such a term in consumer terms carries a real risk of being unfair; this draft doesn't include one. Rely instead on the non-solicitation clause in the partner agreement.]
Other people's rights. This contract is between you and us. No one else has any rights to enforce its terms, except that the cleaning company may rely on section 9 (cleaners' safety).
If a court finds part of these terms unlawful, the rest will continue in force.
Even if we delay in enforcing these terms, we can still enforce them later.

15. Which laws apply

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can bring proceedings in Scotland or in England and Wales; if you live in Northern Ireland, in Northern Ireland or in England and Wales. You keep the protection of the mandatory consumer laws of the part of the UK where you live.

Model cancellation form

Complete and return this form only if you wish to cancel the contract. You can also cancel from the link in your confirmation email.

To: cleand, [FILL: legal entity name], [FILL: address], hello@cleand.uk

I hereby give notice that I cancel my contract for the supply of the following service: [booking reference or date and address of the clean]

Booked on: [date]

Name: [your name]

Address: [your address]

Date: [date]