Pro terms

These terms apply to everyone providing services through CleanHelp: independent cleaners working as sole traders and cleaning businesses with teams. If you join on behalf of a business, you accept these terms for the business and for the team members you bring onto the platform.

You accept these terms by applying to join or by using the CleanHelp Pro app. Your contracting party is Cool Mate Ltd, trading as CleanHelp, a company registered in England and Wales under company number 16338355, based in London.

You are an independent business. These terms create no employment, worker relationship, partnership or joint venture between you and CleanHelp.

You appoint CleanHelp as your commercial agent to market your services, arrange bookings with customers and collect payment on your behalf. A customer’s payment to CleanHelp discharges their debt to you for that booking, and every confirmed booking is a direct contract between you and the customer.

How you work stays yours. You accept or decline leads without penalty, set your own working hours and service areas, and keep the regular customers you build. The platform is designed around those freedoms, not despite them.

When you join, and again whenever circumstances change, you confirm that you have the right to work in the United Kingdom, that the identity, contact and business details you give are accurate, that you hold public liability insurance appropriate for cleaning work in customers’ homes and will keep it in force, and that your experience is described honestly.

We plan to verify identity, right to work and background checks through specialist providers. By joining you agree to complete those checks when they are introduced, and continued access will depend on passing them. Until then, the confirmations above are contractual promises we rely on.

Keep your details current in the Pro app and tell us about anything that affects your eligibility.

Leads show the area, service, timing, duration and price before you accept. Customer names, addresses and access details appear only after you accept. Accepting a lead creates a booking on the confirmed details, and you deliver what was booked.

The order leads appear in is decided by practical fit: your availability and working hours, distance to the job, your service standing on the platform, and whether the customer has favourited you or worked with you before.

Regular customers are matched to the same cleaner by design, so the relationships you build stay yours to serve.

You deliver every booking with reasonable care and skill. That duty is owed by you directly to the customer under the Consumer Rights Act 2015, because you provide the clean and CleanHelp does not.

Arrive on time, complete what was booked, and treat homes and the people in them with respect. What you learn inside a customer’s home stays confidential.

A business assigns bookings to its own team and answers for its team’s work. A sole trader who cannot attend releases the booking as early as possible so the platform can offer the customer a replacement.

Where a customer reports within 72 hours that tasks in the booking were not done to a reasonable standard, you return to put them right at no extra charge. The re-clean is the first remedy in the customer terms and part of the service you offer.

Your earnings for each job are shown on the lead before you accept. The difference between the customer price and your earnings is the platform fee, which pays for the marketing, booking, payment handling and support the platform provides as your agent.

CleanHelp collects the customer’s payment on your behalf. While payout tooling is being built, settlement of your earnings is arranged with you directly, and the earnings view in the Pro app is the shared record.

Tips are yours in full. You are responsible for your own tax and National Insurance.

You work for yourself. You choose your hours, areas and jobs, you can work through other platforms or serve private clients unrelated to CleanHelp introductions, and you provide your own transport and, where the booking says so, your own materials.

Nothing in these terms gives CleanHelp control over how you carry out a clean beyond what was booked and the standards written here.

If you cancel an accepted booking, the customer comes first: they are not charged, and the platform offers them a replacement with priority.

Reliability is tracked over a rolling 90 days. A first cancellation brings a note on what happened and how to avoid it. Repeated cancellations reduce your lead ranking and standing, and a sustained pattern leads to a removal review with a human decision. A no-show is treated one step more seriously at every stage.

Cancellations with a verified cause outside your control, such as illness with notice or a customer-side access failure, are recorded but never counted against you.

Customers introduced to you through CleanHelp are served through CleanHelp. For 12 months after your last platform booking with a customer, taking their cleaning work off the platform is a breach of these terms. The customer terms carry the matching commitment and a £250.00 introduction fee.

Private clients you bring with you, or find without the platform’s introduction, are yours alone, and none of this applies to them.

Booking details, names, addresses and access notes reach you for one purpose: delivering the booking. Do not use them for anything else, keep them no longer than the booking requires, and never use them to market services off the platform.

Keep customer information secure, and tell us at once at hello@getcleanhelp.com if it is lost or exposed. For records you keep yourself you are a data controller in your own right, responsible for handling them lawfully. The privacy policy at getcleanhelp.com/privacy explains how the platform handles personal information.

Customers can review your work for seven days after a completed visit. Reviews inform your standing and lead ranking. Nothing is decided about you from a review without you being able to give your side, and support tells you what a quality concern is before it has consequences.

You hold public liability insurance for your work and provide evidence of it when we ask.

Damage caused while delivering your services is your responsibility, resolved between you and the customer. CleanHelp helps the two of you connect and communicate, and does not insure the work.

We can restrict, suspend or remove platform access for breach of these terms, dishonesty in the confirmations above, serious or repeated service failures, or risk to customers or the platform. Except where the law or genuine safety requires otherwise, we tell you the reasons and you can respond before a final decision.

Either of us can end these terms with 30 days of notice. Accepted bookings are honoured or wound down fairly, amounts properly owed are settled, and the sections that naturally continue survive.

You answer to the customer for the clean, and CleanHelp answers to you for its role as your agent. Each side’s liability to the other for a booking is limited to the value of that booking, except for fraud, death or personal injury caused by negligence, or anything else the law does not allow to be limited.

You are responsible for losses CleanHelp reasonably incurs because your service failed or your confirmations were untrue, in proportion to your actual fault.

We give 30 days of notice of changes to these terms through the Pro app or by email, except where the law requires a change sooner. If you keep providing services after the notice period, the new terms apply. If a change does not work for you, you can leave without penalty before it takes effect.

These terms are governed by the law of England and Wales, and its courts have exclusive jurisdiction over disputes between us.

Questions about these terms go to legal@getcleanhelp.com. Cool Mate Ltd, trading as CleanHelp, London.