Terms of service
These draft terms describe the intended relationship between CleanHelp, customers, partner companies and independent professionals.
Draft updated 15 August 2026Pre-launch draft: these terms do not govern a live paid service and require review by a qualified UK lawyer before launch.
The service model
CleanHelp provides booking, communication and operating technology and may introduce customers to independent partner companies or professionals who fulfil services. The confirmed booking must identify the provider and the party responsible for delivery.
Separate provider terms will govern businesses using CleanHelp for their own customers, staff and marketplace opportunities.
Accounts and eligibility
Users must provide accurate information, protect their sign-in method and notify CleanHelp of suspected misuse. Customers must be legally able to enter the booking contract. Provider access is subject to onboarding and continuing eligibility requirements.
Bookings and payment
The service, address, timing, price, fees and provider status shown at confirmation form the booking details. A request is not confirmed until the product says it is confirmed.
Live payments will be processed by an authorised payment provider. The local demo uses simulated payment states and does not charge a card.
Customer responsibilities
Customers must provide safe and lawful access, accurate property information, working utilities where the service needs them, and notice of hazards, valuable items or special instructions. Pets and access arrangements must be managed as agreed.
Cancellations and refunds
The cancellation window, any fee and refund treatment must be displayed before payment and in the confirmed booking. Statutory consumer rights are not excluded. CleanHelp may cancel or rearrange when safe or reliable fulfilment is not possible.
Conduct, safety and complaints
Users must not misuse the platform, harass others, evade agreed payments, request unlawful work or place another person at risk. Concerns should be reported promptly with the booking reference and relevant evidence.
The live complaints policy will define acknowledgement, investigation, remedy and escalation targets.
Liability
Nothing in these terms will exclude liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, or applicable consumer protections.
Any permitted limits, provider responsibility, insurance position and claims process must be finalised before launch and shown clearly rather than inferred from this draft.
Intellectual property and platform access
CleanHelp owns or licenses the platform, branding and product content. Users retain ownership of material they submit and grant the permissions needed to operate, secure and support the service.
Access may be suspended for security, legal or serious conduct reasons. Account termination does not remove payment, record-keeping or dispute obligations that need to survive.
Governing law
The final customer terms are intended to use the law of England and Wales while preserving mandatory rights and courts available to consumers where they live.
Contact and changes
A verified legal contact, legal entity, registered address, complaints route and effective version will be added before public launch. Material changes will be communicated when required.