Terms of Service

1. Agreement to Terms

By accessing or using Clensr ("the Platform", "we", "our", or "us"), you agree to be bound by these Terms of Service and all applicable laws and regulations. If you do not agree with any part of these terms, you must not use our services. Your continued use of the Platform constitutes acceptance of these terms.

2. Nature of Service

2.1 Marketplace Platform

Clensr is a marketplace platform that connects customers seeking cleaning services with self-employed professional cleaners across the United Kingdom. We facilitate bookings, process payments, and provide a communication platform, but we do not directly provide cleaning services. The cleaning services are provided by independent, self-employed cleaners who use our platform to find work.

2.2 No Vetting or Employment Relationship

IMPORTANT: Clensr does not vet, verify, employ, or conduct background checks on cleaners who use the platform. Cleaners are entirely self-employed independent contractors. We do not:

• Conduct criminal background checks or DBS checks on cleaners
• Verify cleaner qualifications, experience, or references
• Supervise or manage cleaners' work
• Employ cleaners as staff or workers
• Provide training or instruction to cleaners
• Guarantee the quality, reliability, or suitability of any cleaner

You use the platform and engage cleaners entirely at your own risk. It is your responsibility as a customer to satisfy yourself as to the suitability, trustworthiness, and competence of any cleaner before allowing them access to your property.

2.3 Platform Role

Our role is limited to providing the technology platform, payment processing infrastructure, and administrative tools. We do not participate in the actual provision of cleaning services and have no control over the conduct of cleaners or customers.

3. User Accounts

3.1 Account Eligibility

To create and use a Clensr account, you must:

• Be at least 18 years of age
• Provide accurate, current, and complete information during registration
• Verify your email address within 24 hours of registration
• Maintain the security and confidentiality of your account credentials
• Not share your account with any other person
• Notify us immediately of any unauthorised access to your account

3.2 Account Types

We offer three distinct account types:

• Home: For individual homeowners and residential tenants booking domestic cleaning services
• Business: For commercial entities requiring business or office cleaning services
• Cleaner: For self-employed professional cleaners offering cleaning services through our platform

3.3 Account Security

You are solely responsible for maintaining the confidentiality of your password and for all activities that occur under your account. You agree to immediately notify us of any unauthorised use of your account or any other breach of security. We will not be liable for any loss or damage arising from your failure to comply with this security obligation.

3.4 Account Termination

We reserve the right to suspend or terminate accounts that violate these terms, engage in fraudulent activity, abuse other users, or pose a security risk to the platform. You may delete your account at any time through your account settings, subject to completing any outstanding bookings and financial obligations. Upon account deletion, your personal data will be anonymised in accordance with our Privacy Policy and Data Retention Policy, except where we are legally required to retain certain information for tax and regulatory compliance purposes.

4. For Customers

4.1 Making Bookings

When creating a booking, you must:

• Book at least 4 hours in advance of the desired service time
• Provide accurate and complete property details, address, and service requirements
• Disclose any pets, hazards, access restrictions, or special considerations
• Complete payment within 3 hours before the scheduled service start time (the "Payment Deadline")
• Ensure the cleaner can access the property at the scheduled time
• Provide a safe working environment for the cleaner

4.2 Payment Terms

Payment obligations:

• Upon booking, your booking enters "awaiting payment" status
• Payment must be completed at least 3 hours before your scheduled service time
• If payment is not received by the Payment Deadline, your booking will be automatically cancelled with no refund (as no payment was made)
• All payments are processed securely through Stripe
• You agree to pay the total price displayed at the time of booking confirmation
• Prices are quoted in British Pounds (GBP) and include VAT where applicable

4.3 Cancellations and Refunds

4.3.1 Customer-Initiated Cancellation

If you cancel a booking:

• You may cancel at any time before the service begins
• If you have already paid, you will receive a full refund to your original payment method
• If payment is still pending, the payment will be marked as cancelled with no charge
• Refunds are processed automatically within 5-10 business days
• The booking status will change to "cancelled"

4.3.2 Cleaner-Initiated Cancellation

If a cleaner cancels your booking, the following refund policy applies based on timing:

• Less than 2 hours before service: Your booking is cancelled and you receive an immediate full refund (refund processed within 5-10 business days). The job is not relisted.
• 2 hours or more before service: Your booking remains active and is automatically relisted for other cleaners to claim. You will not receive a refund as we will find you an alternative cleaner. You will be notified when a new cleaner accepts your job.

4.3.3 Automatic Cancellation for Non-Payment

If you do not complete payment by the Payment Deadline (3 hours before service), your booking will be automatically cancelled by our system. No refund is applicable as no payment was made. The cancellation reason will be recorded as "Payment not received before deadline (auto-cancelled)".

4.4 Removing Cleaners and Blocking

You have the right to remove a cleaner from your booking before the service begins. When you remove a cleaner:

• The cleaner is immediately removed from your booking
• The cleaner is permanently blocked from claiming any of your future bookings (both one-off and recurring)
• The blocked cleaner will not be able to see or apply for any jobs you post in the future
• Your booking will revert to "pending" status and be relisted for other cleaners to claim
• This blocking is permanent and cannot be reversed
• You will not receive a refund when removing a cleaner (your booking remains active for reassignment)

4.5 Recurring Bookings

Recurring bookings create an ongoing subscription:

• Payments are processed automatically through Stripe Subscriptions before each scheduled service
• You can cancel the recurring series at any time through your dashboard
• Cancellation takes effect immediately; no future bookings will be created
• Any already-scheduled future bookings will be cancelled
• You can remove a cleaner from a recurring series; the cleaner will be blocked from all future bookings in that series

4.6 Reviews and Ratings

You may leave reviews for cleaners after service completion. Reviews must:

• Be honest, fair, and based on your genuine experience
• Not contain offensive, defamatory, or discriminatory language
• Not include personal attacks or harassment
• Relate to the specific service provided

We reserve the right to remove reviews that violate our community guidelines.

4.7 Customer Responsibilities

As a customer, you acknowledge and accept responsibility for:

• Verifying the suitability and trustworthiness of any cleaner before granting property access
• Securing or removing valuable items before the cleaner arrives
• Ensuring the property is safe for the cleaner to work in
• Any damage or theft that occurs during the service (cleaners should have their own insurance)
• Treating cleaners with respect and professionalism
• Providing accurate access instructions and being available if access issues arise

5. For Cleaners

5.1 Independent Contractor Status

IMPORTANT: By using Clensr as a cleaner, you acknowledge and agree that:

• You are a self-employed independent contractor, not an employee, worker, or agent of Clensr
• Clensr has no control over how, when, or where you perform cleaning services
• You are free to accept or reject any job offered through the platform
• You are responsible for your own tax obligations, National Insurance contributions, and VAT registration (if applicable)
• You are responsible for your own business insurance, equipment, cleaning products, and expenses
• You are not entitled to employment benefits such as holiday pay, sick pay, minimum wage, or pension contributions
• You operate your own business and Clensr is merely a platform facilitating introductions to customers

5.2 Insurance Requirements

MANDATORY: All cleaners using Clensr must maintain valid Personal Liability Insurance (also known as Public Liability Insurance) at all times. You must:

• Obtain and maintain Personal Liability Insurance with minimum coverage of £1,000,000
• Ensure your insurance covers accidental damage to customer property and injury to third parties
• Keep your insurance policy current and renew before expiry
• Provide proof of insurance upon request by Clensr or customers
• Understand that Clensr does not provide any insurance coverage for your activities

Failure to maintain valid insurance is a material breach of these Terms and may result in immediate account suspension or termination.

5.3 Service Standards

When you accept a booking, you agree to:

• Provide professional cleaning services to the best of your ability
• Arrive at the scheduled time and complete the work within the estimated duration
• Bring appropriate equipment and cleaning products (unless otherwise agreed)
• Respect customer property, privacy, and confidentiality
• Report any accidents, damage, or issues immediately to the customer and to Clensr
• Complete the booking or notify the customer and Clensr as soon as possible if unable to complete
• Behave professionally and courteously at all times

5.4 Claiming and Accepting Jobs

Job claiming process:

• You may browse available jobs and claim those that suit your schedule and location
• You cannot claim jobs from customers who have previously blocked you
• Once you claim a job, you must provide a typed signature to confirm acceptance
• After acceptance, the booking status changes to "confirmed"
• You are expected to honour all accepted bookings

5.5 Cancellation by Cleaners

If you need to cancel a booking you have accepted:

• Less than 2 hours before service: The customer receives a full refund, the booking is cancelled, and the job is not relisted. This reflects poorly on your reliability and may affect your account standing.
• 2 hours or more before service: The job is relisted for other cleaners to claim. The customer does not receive a refund as their booking remains active for reassignment.
• Frequent cancellations may result in account warnings, suspension, or termination
• In emergencies, contact Clensr support immediately

5.6 Payments and Fees

Payment structure:

• Clensr charges a 15% platform fee on each booking
• You receive 85% of the total booking amount (total price minus platform fee)
• Payments are processed automatically via Stripe Connect after job completion and customer confirmation
• You must connect a valid Stripe Connect account to receive payouts
• Payout timing depends on your Stripe Connect settings (typically 2-7 business days)
• You are responsible for declaring all income to HMRC and paying applicable taxes
• Platform fees are non-refundable

5.7 Team Features

Cleaners can create teams to collaborate on larger jobs. Team structure:

• Owner: Creates the team, has full control including job assignment, member management, and team deletion. Receives all payments via their Stripe Connect account.
• Admin: Can assign jobs to team members and manage team members (except owners).
• Member: Can view and accept jobs assigned to them by owner or admin. Does not need individual Stripe Connect account.
• Scout: Read-only access to view team activity and jobs.

Team owners are responsible for distributing payments to team members. Clensr pays all earnings to the team owner's Stripe Connect account.

5.8 Being Blocked by Customers

Customers have the right to remove and permanently block you from their bookings:

• If a customer removes you from a booking, you are permanently blocked from claiming any future jobs from that customer
• You will not be able to see or apply for jobs posted by customers who have blocked you
• This blocking is permanent and cannot be appealed or reversed
• You will not be notified of the specific reason for blocking
• Repeated blocking by multiple customers may result in account review and potential suspension

6. Payments and Fees

6.1 Payment Processing

All payments are processed through Stripe:

• We do not store your payment card details on our servers
• All payment data is handled in compliance with PCI DSS standards
• By making a payment, you agree to Stripe's Terms of Service and Privacy Policy
• You authorise us to charge your payment method for the total booking amount

6.2 Platform Fee Structure

For each booking, Clensr retains a 15% platform fee. The remaining 85% is paid to the cleaner (or team owner) upon successful completion of the service. This fee covers platform maintenance, payment processing, customer support, and administrative costs.

6.3 Pricing

Prices are calculated based on property type, size, messiness level, and number of cleaners required. The final price is confirmed and displayed before you complete payment. Once a booking is confirmed and paid, the price is locked and will not change. Future bookings may have different pricing.

6.4 Refunds

Refunds are processed as described in sections 4.3 and 5.5 above. All refunds are returned to your original payment method within 5-10 business days. Processing times may vary depending on your bank or card provider.

6.5 Payment Disputes

Payment disputes must be raised within 48 hours of service completion through our support ticket system. We will investigate and attempt to resolve all disputes fairly. If you initiate a chargeback with your bank without first contacting us, we reserve the right to suspend your account pending resolution.

7. Liability and Disclaimers

7.1 Platform Liability

IMPORTANT: Clensr is a technology platform that facilitates connections between customers and self-employed cleaners. We:

• Do NOT provide cleaning services directly
• Do NOT employ, supervise, or control cleaners
• Do NOT vet, verify, or conduct background checks on cleaners
• Do NOT guarantee the quality, safety, or reliability of any cleaner
• Are NOT responsible for the actions, omissions, or conduct of cleaners or customers
• Are NOT liable for any damage, theft, injury, or loss occurring during or in connection with cleaning services

7.2 No Warranties

The platform is provided "as is" and "as available" without warranties of any kind, either express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. We do not warrant that the platform will be uninterrupted, secure, or error-free.

7.3 Limitation of Liability

To the maximum extent permitted by law, Clensr and its directors, employees, and affiliates shall not be liable for:

• Any indirect, incidental, special, consequential, or punitive damages
• Loss of profits, revenue, data, or business opportunities
• Property damage, theft, or personal injury occurring during cleaning services
• Actions or omissions of cleaners or customers
• Disputes between cleaners and customers
• Service interruptions, data loss, or platform downtime

Our total liability for any claim arising from your use of the platform shall not exceed the lesser of: (a) the total fees paid by you to Clensr in the 12 months preceding the claim, or (b) £100.

7.4 Insurance and Indemnification

Cleaners are required to maintain their own Personal Liability Insurance. Customers should verify insurance coverage before allowing property access. Each party indemnifies and holds harmless Clensr from any claims, damages, losses, or expenses arising from their use of the platform or their conduct.

7.5 Platform Availability

We strive to maintain high platform availability but do not guarantee uninterrupted access. We may suspend or restrict access for maintenance, security, or other operational reasons. We are not liable for any losses resulting from platform downtime.

8. Prohibited Conduct

You must not:

• Use the platform for any illegal, fraudulent, or unauthorised purpose
• Impersonate any person or entity or falsely state or misrepresent your affiliation
• Provide false, inaccurate, or misleading information
• Circumvent the platform to arrange direct payment and avoid platform fees
• Attempt to bypass security measures or access unauthorised areas of the platform
• Upload viruses, malware, or any malicious code
• Scrape, harvest, or collect user data without authorisation
• Harass, threaten, abuse, or discriminate against other users
• Leave false, misleading, or malicious reviews
• Create multiple accounts to abuse promotions or manipulate the system
• Interfere with or disrupt the platform or servers
• Use automated systems (bots, scrapers) without our written permission

Violations may result in immediate account suspension or termination, and we may report illegal activity to law enforcement.

9. Intellectual Property

All content, trademarks, logos, service marks, and materials on Clensr (including text, graphics, logos, icons, images, audio clips, software, and data compilations) are the property of Clensr or our licensors and are protected by United Kingdom and international copyright, trademark, and other intellectual property laws. You may not:

• Copy, reproduce, modify, distribute, or create derivative works from our content
• Use our trademarks or branding without written permission
• Remove or alter any copyright, trademark, or proprietary notices

User-generated content (such as reviews, profile photos, and property images) remains your property, but by uploading content to the platform, you grant Clensr a worldwide, non-exclusive, royalty-free licence to use, display, reproduce, and distribute that content on the platform and in our marketing materials.

10. Data Protection and Privacy

Your use of Clensr is subject to our Privacy Policy, which explains how we collect, use, store, and protect your personal data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. The Privacy Policy is incorporated into and forms part of these Terms of Service.

11. Dispute Resolution

11.1 Support Tickets

Most disputes can be resolved through our support ticket system available in your account dashboard. We aim to respond to all support tickets within 24-48 hours during business days. Please provide as much detail as possible to help us resolve your issue quickly.

11.2 Governing Law and Jurisdiction

These Terms of Service are governed by and construed in accordance with the laws of Scotland and the United Kingdom. You irrevocably agree that the courts of Scotland shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter or formation (including non-contractual disputes or claims).

11.3 Mediation

Before pursuing formal legal action, parties agree to attempt to resolve disputes through good faith negotiation and, if necessary, mediation through a mutually agreed mediator. The costs of mediation shall be shared equally unless otherwise agreed.

11.4 Consumer Rights

Nothing in these Terms affects your statutory rights as a consumer under UK law, including rights under the Consumer Rights Act 2015.

12. Changes to Terms

We reserve the right to modify these Terms of Service at any time. We will notify you of material changes by email (to the address associated with your account) or by posting a prominent notice on the platform. Your continued use of the platform after such notice constitutes acceptance of the revised Terms. If you do not agree to the changes, you must stop using the platform and may delete your account.

13. Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid and enforceable, or if that is not possible, it shall be severed from these Terms. The remaining provisions shall continue in full force and effect.

14. Entire Agreement

These Terms of Service, together with our Privacy Policy and any other legal notices or policies published on the platform, constitute the entire agreement between you and Clensr regarding your use of the platform and supersede all prior agreements, understandings, and communications, whether written or oral.

15. Contact Information

For questions, concerns, or notices regarding these Terms of Service:

• Email: legal@clensr.com
• Support Tickets: Available through your account dashboard
• Registered Office: Scotland, United Kingdom