1. Role of the Platform

• Book A Klean is an online marketplace connecting customers with independent Cleaners.
• We do not provide cleaning services directly or employ Cleaners.
• Cleaners are independent contractors responsible for their own services.
• We act solely as a booking and payment intermediary.
• We do not guarantee availability, attendance, performance, or quality of Cleaners.

2. Services

• The platform currently provides one-off cleaning services only.
• Recurring or subscription-based services may be introduced in the future (weekly, fortnightly, monthly).
• Any future subscription or recurring services will be subject to additional terms as introduced.
• Where such services are introduced, the relevant terms will be incorporated into and form part of these Terms & Conditions.
• Customers acknowledge that continued use of the platform after updates constitutes acceptance of the revised Terms.

3. Customer Responsibilities

• Customers must provide accurate booking information including address, access instructions, service requirements, and hazards.
• Customers must ensure the property is safe and accessible for Cleaners.
• All pets, risks, or hazards must be disclosed before booking.
• Customers are responsible for securing pets during the service.
• Customers must not request unsafe, illegal, or unreasonable tasks.
• Customers must notify Book A Klean of any booking changes at least 48 hours in advance.
• This applies to all bookings, including future recurring services.
• Changes after this period may not be accepted and may incur charges.
• Any permission for Cleaners to use customer equipment, appliances, or products must be given via the platform.
• Use of customer equipment is entirely at the customer’s own risk.
• Book A Klean accepts no liability for damage, loss, or misuse of customer equipment.
• Customers must ensure safe access to the property at the scheduled time.
• Book A Klean is not liable for missed or incomplete services due to access issues.

4. Pets

• All pets must be disclosed before booking.
• Failure to disclose may result in cancellation without refund.
• Cleaners may refuse work where pets present a risk.
• Customers must secure pets during the service.

5. Booking & Payments

• Payments are processed via third-party providers (e.g., Stripe).
• All prices shown are total payable amounts.
• Cleaners must not request direct payments.
• All services must be booked through the platform.
• Off-platform payments are not protected or refundable.
• Once a customer selects a Cleaner, they must send a booking request.
• The Cleaner has two hours to approve or decline the request.
• If approved, the job goes ahead.
• If declined or no response within two hours, the customer must choose a new Cleaner on the platform.
• In the future, if recurring services are introduced, the customer’s payment details may be saved through Stripe, and recurring payments will continue until cancelled by the customer. Failure to cancel will not be eligible for a refund.

6. Rescheduling

• The Cleaner may not be available for the chosen time and may require rescheduling.
• Rescheduling requests must be made 48 hours in advance.
• Requests with less than 48 hours’ notice may not be eligible and the customer may be charged for the full job.
• If rescheduled more than 48 hours in advance, the Cleaner will try to accommodate.
• If the Cleaner cannot accommodate, the customer must select a new Cleaner on the platform.

7. Cancellation

• All cancellations must be made through the platform.
• A minimum of 48 hours’ notice is required.
• Cancellations within 48 hours will be charged in full.
• Where more than 48 hours’ notice is given, Book A Klean may deduct an administration and processing fee before issuing any refund.
• Remaining eligible funds will be refunded via the original payment method
• where a job has been cancelled by the cleaner due to unsafe conditions of work then the customer will be charged in full if potential removal of customers account if this was not
previously mentioned at the time of booking.

8. Job Completion

• Customers must confirm job completion via the platform.
• If no issue is raised, jobs may be automatically marked complete within 24 hours.
• Once marked complete, payment is released to the Cleaner.

9. Refunds, Complaints & Payment Holds

• Refunds apply only to verified service issues.
• Complaints must be submitted within 24 hours of job completion.
• Payments may be held during investigation.
• All decisions are at Book A Klean’s discretion.

10. Customer Conduct

• Customers must act professionally and respectfully.
• Abuse, harassment, discrimination, or illegal behaviour is prohibited.
• Customers must not request or share Cleaner personal details.
• Customers must not hire Cleaners outside the platform.
• Customers must not make direct payments to Cleaners.

11. Messaging Rules

• All communication must remain on-platform.
• Sharing or requesting personal contact details is strictly prohibited, including social media
accounts, phone numbers, email addresses, home or work addresses, or any other personal
contact information.
• Any sharing or requesting of payment details (including bank details, cash arrangements, or
off-platform payment methods) is also strictly prohibited.
• Attempts to bypass the platform may result in termination and loss of refund eligibility.

12. Safety & Access Rules

• Customers must secure pets and disclose hazards.
• Customers must ensure safe access to the property.
• Customers must not request unsafe or illegal work.
• Cleaners may refuse unsafe jobs.
• Cleaners must follow PPE and safety procedures.
• Book A Klean is not liable for on-site incidents except where required by law.

13. Non-Circumvention, Anti-Poaching & Non-Solicitation

• Customers must not hire, contact, or pay Cleaners outside the platform.
• Customers must not request or retain Cleaner personal contact details.
• Customers must not encourage Cleaners to leave the platform.
• This clause applies during the active account period and for 90 days after account closure or
termination.
• Breaches may result in:
– Immediate account termination
– Cleaner suspension or termination
– Loss of payments or refunds
– Deduction of losses from refunds where applicable
– Permanent platform ban
• Book A Klean may recover financial losses including commission loss, legal fees, and
enforcement costs.

14. Account Activity & Inactivity

• If no booking is made within 30 days, the account becomes inactive.
• After 30 days, the account is placed into paused status.
• After a further 30 days (60 days total inactivity), the account may be suspended or deleted.
• Customers may be required to re-register at Book A Klean’s discretion.
• To reactivate, customers must contact support.

15. Serious Breaches, Blacklisting & Re-Registration

• Serious breaches include solicitation, abuse, fraud, bypassing the platform, or illegal activity.
• Book A Klean may:
– Permanently terminate accounts
– Refuse future registrations
– Block associated identity details (name, email, phone, address, device)
• An internal restricted list (“blacklist”) may be maintained for safety and fraud prevention.
• Attempted re-registration after termination may result in immediate removal and legal action.
• Minor breaches include repeated minor complaints, late communication, or misuse of platform
features.
• Serious breaches (immediate offboarding) include:
– Solicitation outside the platform
– Abuse, harassment, or discrimination
– Fraud, theft, or criminal activity
– Non-compliance with safety or insurance requirements
– Repeated or severe violations of platform policies

16. Liability, Insurance & Vetting

• Book A Klean does not provide insurance for cleaning services.
• Cleaners must hold valid insurance verified at onboarding only.
• Insurance is not continuously monitored or guaranteed.
• Customers assume all risk for property, pets, and belongings.
• Book A Klean is not liable for any loss, damage, or injury.
• This includes equipment use, chemicals, or cleaning tools.

Cleaner Verifications and DBS Checks

Book A Klean operates a verification process for cleaners using the platform. This may include identity verification, address verification, right to work checks and Disclosure and Barring Service (DBS) checks.

Where required by Book A Klean, cleaners must provide a DBS certificate issued within the previous twelve (12) months or successfully complete a DBS check arranged or approved by Book A Klean before being approved to provide services through the platform.

Whilst Book A Klean takes reasonable steps to verify cleaners before approval, no verification process, DBS check or background check can guarantee the future actions, conduct or suitability of any individual.

17. Data Protection & GDPR

• Customer data includes name, address, contact details, payment details, DBS information and booking history.
• Data is used for booking, payments, marketing, and legal compliance.
• Data is retained for up to six years.
• Contact: customerservice@bookaklean.co.uk
• Data is processed under UK GDPR law.

18. Force Majeure

• Book A Klean is not liable for delays, cancellations, or inability to provide services due to
events beyond reasonable control.
• Such events include, but are not limited to:
– Severe weather, illness, pandemics, disasters, cyberattacks, transport disruption, strikes,
terrorism, or other unavoidable circumstances.
• Book A Klean will use reasonable efforts to resume services but does not guarantee
availability.
• No refunds, compensation, or liability applies except where required by law.

19. Account Security

• Customers are responsible for keeping account credentials confidential.
• Any unauthorized use must be reported immediately.

20. Intellectual Property & Content Use

• Customers may not copy, distribute, or use Book A Klean branding, content, or reviews without
permission.
• Content submitted, such as reviews, messages, photos, may be used for platform operations,
marketing, and improvements.

21. Dispute Resolution

• Complaints or disputes will first be addressed through good faith discussions.
• If unresolved, disputes may be escalated to formal mediation before legal action.

22. Governing Law

• These Terms and Conditions are governed by the laws of the United Kingdom, including
Scotland, England, and Wales.

23. Acceptance of Terms

• By creating the account or booking a service, you confirm you have read, understood, and
agreed to these Terms and Conditions.
• By creating the account, by continuing to create the account, or booking a service, you confirm
you have understood and agreed to these Terms and Conditions.
• Your use of the platform constitutes a legally binding digital acceptance.
• You acknowledge that you have had sufficient opportunity to read and review these Terms and
Conditions before agreeing to them.
• You confirm that you understand the nature of the platform as a marketplace connecting
independent Cleaners and not a direct service provider.
• You accept that these Terms govern all current and future bookings unless replaced or
updated.
• You agree that it is your responsibility to review the Terms periodically for any updates or
changes.
• You confirm that you are entering into this agreement voluntarily and without reliance on any
external representations outside of these Terms and Conditions.
• You agree that no oral statements, marketing material, or third-party communication shall
override or amend these Terms unless formally updated within the platform.
• You acknowledge that continued use of the platform after any updates constitutes ongoing
acceptance of the revised Terms.
• You agree that you may not later claim ignorance, misunderstanding, or non-review of these
Terms as a basis for dispute or refund outside of the rights expressly stated herein.

24. Indemnity

• Customers agree to indemnify Book A Klean against claims arising from:
– Service disputes
– Insurance issues
– Payment disputes
– Property damage
– Breach of these Terms