Terms of service

CleanHelp™ is a trading name of Cool Mate Ltd, a company registered in England and Wales under company number 16338355, based in London. These terms apply when you use the CleanHelp website or apps and when you book cleaning services through them.

The terms shown when you confirm a booking are the terms that apply to that booking. Every booking records the version it was made under, so a later change to these terms never rewrites an existing booking.

Cleaners and cleaning businesses provide services under separate provider terms, published at getcleanhelp.com/pro-terms.

Cleans are carried out by independent cleaners and cleaning businesses, not by CleanHelp. When your booking is confirmed, a contract for the clean forms directly between you and the provider named on it. CleanHelp is not a party to that contract and does not itself provide cleaning.

CleanHelp acts as the provider’s commercial agent: we market their services, arrange bookings, handle communication and collect payment on their behalf. Paying CleanHelp settles what you owe the provider for the clean.

CleanHelp remains responsible to you for what we do ourselves: the platform, the booking process, the accuracy of the confirmation and the handling of your payment.

You must be at least 18 to book. Keep your details accurate, protect your sign-in and tell us at hello@getcleanhelp.com if you suspect someone else has used your account.

You can book without an account. A guest booking is managed through the link in the confirmation email, which works for 90 days, and can be claimed into an account at any time by signing in with the same email address. These terms bind guest bookings exactly as they bind account bookings.

A quote is calculated from the service, your home details, the visit length and the frequency you choose. A quote is valid for 15 minutes, and a selected time is held for 10 minutes while you complete checkout.

Bookings need at least 12 hours of notice, can be made up to 42 days ahead, and run between two and eight hours. We currently serve selected postcodes, and checkout tells you if yours is not yet covered.

A booking exists once we confirm it. The confirmation email is the record of your contract: it sets out the service, price, address and timing, and names the provider once one is assigned.

The price shown at checkout is the full amount payable for the visit, including the arrangement of the booking and any extras you selected. Nothing is added beyond the confirmed total unless you agree a change to the booking.

Prices can change over time, but a change never affects a booking that has already been confirmed.

Card details are collected and held by Stripe, our payment provider. CleanHelp never sees your card number.

You are not charged when you book. The quoted total is authorised against your payment method around the time of the visit and collected after the clean is completed. Recurring cleans are charged the same way, one visit at a time, and you can stop future visits at any time under the cancellation sections below.

If a payment fails we will tell you and retry or ask for another payment method. Amounts properly due for a completed clean remain payable.

Booking online gives you a legal right under the Consumer Contracts Regulations 2013 to cancel within 14 days of the day your booking is confirmed, without giving a reason.

Most cleans happen within those 14 days. By ticking the box at checkout you expressly ask for your clean to be arranged within the cancellation period, and you acknowledge that the legal right to cancel ends once the service has been fully performed. If you cancel under this right after asking for an early start, you pay a proportionate amount for any part of the service performed by then.

To use this right, email hello@getcleanhelp.com with your name, the booking reference and a clear statement that you are cancelling the contract. Writing "I am cancelling my booking" with the reference is enough. Any refund due reaches your original payment method within 14 days.

This legal right sits alongside the booking policies in the next section, and where it applies it takes precedence.

Plans change. You can cancel or move a visit free of charge up to 12 hours before it starts. For now you do that by replying to your booking confirmation or emailing hello@getcleanhelp.com with the reference; self-service changes are on the way in the product.

Inside 12 hours the provider has set the time aside and cannot fill it, because the platform does not accept new bookings at that notice. Cancelling inside 12 hours carries a charge of the booking price up to a maximum of £80.00. Moving a visit inside 12 hours carries a charge of £50.00, and never more than the booking total.

If the provider arrives and cannot get in, whether nobody is home or the access arrangements fail, the visit counts as a cancellation inside 12 hours.

A rescheduled visit follows the normal booking rules: at least 12 hours ahead, within 42 days and within the provider’s working hours.

Charges under this section reflect the provider’s lost working time, not a penalty, and nothing in this section limits your 14-day legal right where it applies.

If the provider cancels, you are not charged for the visit. We tell you promptly and offer the next available cleaner with priority. If nothing suits, any amount already collected for that visit is returned in full.

CleanHelp can cancel a booking where safe or reliable delivery is not possible, for example where a safety concern arises or the address turns out to be outside our coverage. You are never charged for a visit we cancel.

Provide safe and lawful access at the booked time, accurate details about your home, and working water and electricity. Use the booking notes for anything the cleaner should know: pets, parking, fragile or valuable items, or anything hazardous.

Cleaners are professionals working in your home. Treat them with respect and ask only for work that is lawful and within the booked service. They can decline work that is unsafe or materially different from what was booked.

The provider must deliver the clean with reasonable care and skill. That is their legal obligation to you under the Consumer Rights Act 2015, and nothing in these terms reduces it.

If a clean falls short, tell us within 72 hours at hello@getcleanhelp.com with the booking reference, and photos where they help. The first remedy is a re-clean: the original provider returns at no cost to put right tasks that were part of the original booking and were not done to a reasonable standard. Where the law entitles you to a price reduction instead, that right stands.

Contact us before raising a dispute with your bank or card provider, so the provider and CleanHelp have a fair chance to put things right first. This is a request, not a limit on your rights.

Responsibility for damage caused during a clean sits with the provider who caused it, as part of your direct contract with them. CleanHelp does not insure cleans and does not accept liability for damage arising from the services.

Report damage within 72 hours at hello@getcleanhelp.com with photos and details, and we will connect you with the provider and help the conversation along. The provider terms require every provider to hold public liability insurance for their work.

We recommend keeping home contents insurance in place. Normal wear from careful cleaning is not damage.

After a completed visit you can review the provider for seven days. Reviews must be honest, lawful and about the service. They currently inform quality standards inside the platform and are not published; if that changes, we will say so before any review appears publicly.

We can remove content that is unlawful, abusive or unrelated to the booking.

Providers you meet through CleanHelp are introduced by CleanHelp. For 12 months after your last booking with a provider, arranging cleaning with them directly rather than through the platform is a breach of these terms and carries an introduction fee of £250.00.

The reason is practical: payment protection, cover when your cleaner is unavailable, the re-clean route and your service record exist only for bookings made through the platform.

CleanHelp is responsible for the platform and for its role as the provider’s agent: the booking process, the accuracy of the confirmation and the proper handling of your payment. The provider is responsible for the clean itself.

Where CleanHelp is liable to you, our liability is limited to the price of the affected booking, and we are not liable for losses that are not a foreseeable result of our breach or that arise from events outside our reasonable control.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow to be excluded, and nothing in them reduces your statutory rights as a consumer.

We can suspend or close platform access for serious misuse: abuse of cleaners or staff, unlawful requests, payment evasion, taking platform introductions off the platform, or putting anyone at risk.

Suspension does not erase obligations that already exist. Confirmed bookings, amounts properly due and the sections of these terms that naturally continue, such as liability and governing law, survive it.

We can change these terms. Changes are dated on this page, and a booking always keeps the terms it was confirmed under. If a court finds part of these terms unenforceable, the rest still stands. We may transfer our rights and obligations to a successor of the business; a booking cannot be transferred to someone else without our agreement.

We are not required to use an alternative dispute resolution scheme and do not currently use one. Complaints go to hello@getcleanhelp.com and are handled as described in the section on things going wrong.

These terms are governed by the law of England and Wales. If you live elsewhere in the United Kingdom you keep any mandatory rights of your home nation and the right to bring proceedings in your local courts.

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