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Consumer Rights Act 2015

Last updated: 8 June 2026

1. Introduction

This page summarises your statutory rights under the Consumer Rights Act 2015 (CRA 2015) when you use CleanerPal as a consumer in Northern Ireland or the wider United Kingdom. It supplements — and does not replace — our Terms and Conditions, Privacy Policy, and GDPR Compliance pages.

Trader: CLEANER PAL LTD, registered in Northern Ireland (Companies House number NI721429)
Registered office: Ground Floor, Gallery Building, 65-69 Dublin Rd, Belfast, BT2 7HG, Northern Ireland, Northern Ireland
Support: support@cleanerpal.com

Platform role: CleanerPal is a technology marketplace. Cleaning services are supplied by independent cleaners, not by CleanerPal. Your CRA 2015 rights apply to the service contract with the cleaner who performs your booking, and to how CleanerPal operates the Platform as trader for platform-related services (for example payment facilitation and customer support).

Who this page is for: Consumers — individuals acting for purposes wholly or mainly outside their trade, business, craft, or profession. If you book cleaning services through CleanerPal in a business capacity, different rules may apply.

2. Part 2 — Contracts for Services (CRA 2015)

Part 2 of the CRA 2015 applies to contracts between a trader and a consumer for the supply of services. When you book a cleaning service through CleanerPal, the cleaning work itself is a contract for services between you and the independent cleaner. CleanerPal facilitates that contract and provides related platform services.

2.1 Implied terms — reasonable care and skill (s.49)

Every contract to supply a service is treated as including a term that the trader must perform the service with reasonable care and skill. For cleaning services, this means work should be carried out to a standard that a reasonable cleaner would provide, using appropriate methods and materials for the booked service.

2.2 Information treated as a contract term (s.50)

Information you are given about the trader or the service — including descriptions on the Platform, quoted price, duration, and any specific instructions agreed at booking — is treated as included in the contract. If the service does not match that information, you may have remedies under the CRA 2015.

2.3 Price and time (ss.51–52)

Where the price is not agreed beforehand, you must pay a reasonable price. On CleanerPal, the agreed price is shown before you confirm payment. Where the time for performance is not agreed, the service must be performed within a reasonable time. Your booking confirmation sets the scheduled date and time.

3. Your Remedies When Services Fail Standards

If a service does not conform to the contract (for example because it was not performed with reasonable care and skill, or did not match the agreed description), the CRA 2015 gives you the following remedies in relation to the service contract:

3.1 Right to repeat performance (s.55)

You can require the trader to repeat the service so that it conforms to the contract. This must be done within a reasonable time and without significant inconvenience to you, and at no cost to you.

On CleanerPal, if cleaning work was unsatisfactory, contact us promptly via the Platform dispute flow or at support@cleanerpal.com. We will work with you and the cleaner to arrange re-performance or another appropriate remedy where possible.

3.2 Right to a price reduction (s.56)

If repeat performance cannot be carried out, or you have requested it and it has not been done within a reasonable time or without significant inconvenience, you are entitled to a price reduction appropriate to the failure.

A price reduction may be a partial refund reflecting the shortfall in the service provided. Our dispute resolution process is designed to assess service failures fairly and in line with CRA 2015 principles.

3.3 Right to a refund (s.57)

After you have requested repeat performance, if that has not been provided within a reasonable time and without significant inconvenience, you may require a refund instead of (or following) a price reduction.

Refunds for eligible service failures are processed through the Platform in accordance with our Terms and payment provider rules. Statutory rights are not limited by our internal refund timelines where the law requires otherwise.

4. Unfair Contract Terms (Part 2, Chapter 2)

Terms in consumer contracts that are unfair under the CRA 2015 are not binding on you. A term is unfair if it causes a significant imbalance in your rights and obligations to your detriment, contrary to the requirement of good faith. Core statutory rights — including those in sections 49–57 for services — cannot be excluded.

Our Terms are drafted with CRA 2015 transparency requirements in mind. Onerous terms are separated and highlighted. If you believe a term is unfair, you may raise it with us or with the enforcement bodies listed in section 7 below.

5. Distance Contracts and Cancellation (CCR 2013)

When you book online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR 2013) may also apply alongside the CRA 2015.

14-day cancellation right

You normally have a 14-day right to cancel a distance contract. If you cancel within this period before the service has been fully performed, you are entitled to a refund in accordance with CCR 2013.

If you agree that the cleaning service will start before the end of the 14-day cancellation period, your right to cancel is lost once the service has been fully performed. At checkout for bookings within that period, you will be asked to confirm this express agreement.

You may use our model cancellation form (CCR 2013 Schedule 3 Part B) or send any clear statement of cancellation to support@cleanerpal.com.

6. Liability That Cannot Be Excluded

Nothing in our Terms or this page excludes or limits liability where the law does not permit it, including:

  • Death or personal injury caused by negligence
  • Fraud or fraudulent misrepresentation
  • Breaches of data protection law (UK GDPR)
  • Your statutory consumer rights under the CRA 2015 and other UK consumer protection legislation

7. Northern Ireland — Advice and Enforcement

If you are not satisfied with our response to a complaint, you have the right to seek advice and, where appropriate, enforcement action. In Northern Ireland, the following bodies can help:

Consumer Council for Northern Ireland

Free, independent advice and assistance for consumers in Northern Ireland on goods, services, energy, water, transport, and postal matters.

Trading Standards Service (Department of Justice, NI)

Enforces consumer protection law in Northern Ireland, including the CRA 2015 and CCR 2013, and investigates unfair trading practices.

You may also bring proceedings in the courts of Northern Ireland. For wider UK consumers outside Northern Ireland, equivalent advice is available from Citizens Advice and local Trading Standards services in England, Scotland, and Wales.

8. How to Raise a Service Issue on CleanerPal

  1. Contact the cleaner through the Platform messaging system as soon as practicable.
  2. If the issue is not resolved, open a dispute from your booking details or email support@cleanerpal.com with your booking reference.
  3. We will review evidence (including photos and messages) and apply our dispute policy in line with your statutory rights.
  4. Keep records of communications, photos, and receipts — these support CRA 2015 remedies if escalation is needed.

9. Related Policies

Disclaimer: This page is a plain-language summary of key consumer rights relevant to CleanerPal users. It is not legal advice. The CRA 2015, CCR 2013, and related legislation remain the authoritative source of your rights. If your situation is complex, seek independent advice from the Consumer Council for Northern Ireland or a qualified adviser.