1. Overview

Book A Klean operates as an online marketplace connecting customers with independent
Cleaners. All payments for cleaning services are made via the platform and processed
according to this Policy. This ensures that bookings, payments, cancellations, rescheduling, and
disputes are handled fairly and transparently.

2. Payment Flow

● Payments are processed via a secure third-party payment processor (e.g., Stripe).
● Customers pay the platform at the time of booking.
● Payments are held in escrow until the job is marked complete or automatically
completed after 24 hours if no disputes arise.
● Payment for completed jobs is then released to the assigned Cleaner.
● Customers are not required to pay Cleaners directly; all payments are managed through
Book A Klean.
● For recurring services (if introduced), the customer’s payment details may be saved via
Stripe. Recurring payments will continue until cancelled by the customer. Failure to
cancel does not constitute a refundable transaction.

3. Job Acceptance Timing

● Same-day jobs: Cleaners must accept the booking within 1 hour.
● Next-day jobs: Cleaners must accept within 2–4 hours.
● Future bookings (2+ days away): Cleaners must accept within 6–12 hours.
● Late bookings (after 11:00 p.m.): Cleaners have until 10:00 a.m. the following morning
to accept.
● If a Cleaner declines or does not respond within the timeframe, the customer must select
a new Cleaner via the platform.
4. Rescheduling
● Cleaners may not always be available for the requested time.
● Rescheduling must be requested at least 48 hours before the scheduled job.
● Requests with less than 48 hours’ notice may not be accommodated, and the customer
may be charged the full booking price.
● If a rescheduling request is made in advance, the Cleaner will attempt to accommodate
it.
● If the Cleaner cannot accommodate the reschedule, the customer must select a new
Cleaner on the platform.

5. Cancellations

● All cancellations must be made through the platform.
● A minimum of 48 hours’ notice is required for a full refund.
● Cancellations made within 48 hours of the scheduled job are subject to the full booking
charge.
● For cancellations made more than 48 hours in advance, Book A Klean may deduct an
administration and processing fee before issuing a refund.
● Any remaining eligible funds will be refunded via the original payment method.

6. Refunds, Payment Holds & Complaints

● Refunds are issued only for verified service issues, including:
○ Cleaner no-show
○ Incomplete or unsatisfactory work
○ Reported damage to property
○ Safety violations or breaches of terms
● Complaints must be submitted within 24 hours of job completion.
● Payments may be temporarily held during investigations of complaints or disputes.
● Decisions on refunds, deductions, and payment holds are at Book A Klean’s sole
discretion.
● If costs arising from claims or damages exceed the customer’s payments, the customer
will be informed and may be liable for any additional costs.
● Cleaners and customers cannot dispute deductions after the payment process is
finalized except where legally required.

7. Dispute Resolution

● Customers must submit any payment disputes within 7 days of completion of a job.
● Disputes are first addressed through good faith discussions with Book A Klean.
● If unresolved, disputes may be escalated to formal mediation or arbitration before any
legal action.
● Customers are encouraged to provide supporting evidence, such as job photos,
messages, or communications with the Cleaner.

8. Final Payments & Adjustments

● In the event a customer cancels a job or a dispute is resolved in favor of a refund, the
amount withheld will be processed according to the Policy.
● Payments held during investigations or complaints will only be released once a final
decision is made.
● Any security buffers (e.g., first-time bookings) are used to protect the platform and may
affect initial payments but will not impact final refunds if no issues arise.

9. Important Notes

● All payments and refunds are processed in GBP (£).
● Book A Klean reserves the right to modify this Policy at any time.
● Updated policies will be posted in your account. Continued use of the platform
constitutes acceptance of the revised Policy.
● This Policy operates in conjunction with the Customer Terms & Conditions and does not
override any rights or obligations stated therein.