Terms and Conditions

These Terms use gig-economy and platform-specific terms. For clarity, key definitions are set out below:

• "Booking" – A confirmed arrangement between a Cleaner and a Client for cleaning services. Created when both parties agree via the Platform.
• "Cleaner" – An independent self-employed cleaning provider who offers services to Clients through the Platform.
• "Client" or "Customer" – A person or entity that books cleaning services through the Platform.
• "Content" – Any text, images, video, information, or other materials posted on or through the Platform.
• "Platform" – The CleanerPal website, app, and all related technology and services.
• "Services" – The cleaning services provided by Cleaners to Clients (not by CleanerPal).
• "User" – Anyone who accesses or uses the Platform (Cleaners, Clients, or both).

CleanerPal is a technology platform that facilitates connections between independent cleaning service providers ("Cleaners") and clients seeking cleaning services ("Clients"). We operate as a marketplace platform in the gig economy.

What We Are:

• A technology platform providing software and services to connect Users
• A facilitator enabling transactions between independent parties
• A payment processor handling transactions on behalf of Users
• Payment Agent Status: CleanerPal acts as a limited commercial payment collection agent for the Cleaner. Payment made by a Client to CleanerPal shall be considered the same as payment made directly to the Cleaner. This means the Cleaner cannot claim non-payment if the Client has paid the Platform.
• A platform that recognises Cleaners' right of substitution – Cleaners may send a suitably qualified substitute to perform services in their place (either a verified platform Cleaner or one for whom they take full responsibility). This right of substitution is a fundamental indicator of self-employment status under UK law.
• A platform that does not control Cleaner pricing - CleanerPal may provide default hourly rate suggestions for guidance purposes only, but Cleaners have complete freedom to set, modify, and change their own hourly rates and service pricing at any time. CleanerPal does not force, mandate, or control Cleaner rates. This pricing independence is a key indicator of self-employment status under UK law.
• A platform that does not dictate schedules, routes, or methods – Cleaners decide when, where, and how to perform Services. CleanerPal does not control working hours, travel routes, or cleaning methods. This operational independence supports self-employment status.

What We Are NOT:

• An employment agency or employment business under the Employment Agencies Act 1973 (as amended), the Conduct of Employment Agencies and Employment Businesses Regulations (Northern Ireland) 2016, or the Employment Rights (Northern Ireland) Order 1996. We operate as a marketplace platform connecting independent contractors with clients; we do not supply workers for contracts of employment or employment business services.
• An employer of Cleaners
• A provider of cleaning services
• A party to any service agreement between Cleaners and Clients
• Responsible for the quality, safety, or completion of Services
• An insurer or guarantor of any Services
• Responsible for the conduct, actions, or omissions of Users

Service Agreement: When a Booking is made through the Platform, a binding service agreement is created directly and exclusively between the Cleaner and the Client. CleanerPal is NOT a party to that agreement. We do not and cannot control the Cleaner, the Client, the Services provided, or the quality, safety, or timing of those Services. We disclaim all liability for such matters to the maximum extent permitted by law.

No Guarantees: We make no representations, warranties, or guarantees regarding:

• The quality, safety, or completion of any Services
• The qualifications, skills, or background of any Cleaner
• The accuracy or completeness of any profile or information
• The suitability of any Cleaner for any particular Client or job
• The outcome of any Booking or Service

To use the Platform, you must create an account and provide accurate, complete, and up-to-date information including:

• First name and last name
• Valid email address
• Phone number
• Secure password
• Any other information we may require

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must immediately notify us of any unauthorised use of your account or any other breach of security.

You warrant that you are the owner of the device used to access the Platform, or that you have obtained permission from the owner. You accept responsibility for the use of the Platform on any device, whether or not that device is owned by you.

You may not create multiple accounts to avoid restrictions or fees. We reserve the right to suspend or terminate accounts that violate this provision.

As a Cleaner, you represent and warrant that:

• You are at least 18 years of age
• You are legally entitled to work in the United Kingdom
• You must provide valid proof of right to work in the UK (e.g., a British or Irish passport, or a Home Office share code with matching date of birth — not a driving licence alone). CleanerPal verifies this as part of its platform verification process (CleanerPal is not your employer). See the right-to-work annex below for Northern Ireland requirements. Failure to provide valid proof will result in account suspension until resolved.
• You have disclosed any material criminal convictions or pending proceedings asked about during onboarding or AccessNI processing, and understand that CleanerPal reviews AccessNI disclosures and may refuse or terminate accounts where disclosed information is incompatible with platform safeguarding requirements (see our Safeguarding Policy, incorporated into these Terms)
• All details you provide to us are accurate and up to date
• You hold any required licences or certifications needed to legally carry out cleaning services, and they are up to date
• You must obtain and maintain public liability insurance with minimum cover of £1m (industry standard £1m–£5m) as specified by CleanerPal. Proof (certificate) must be uploaded in your profile and verified before you can receive bookings through the Platform, and renewed as needed. Accounts without valid, verified insurance will be suspended from receiving bookings.You may use the system up to and including the day your insurance expires. If your insurance certificate expires, you will no longer appear in search results or be able to receive new bookings until a valid, verified certificate is uploaded and approved. You will receive reminders before your insurance expires. It is your responsibility to ensure your insurance remains valid and to upload renewal certificates before expiry.
• Duty to Notify: You must notify CleanerPal immediately (within 24 hours) if your insurance policy is cancelled, lapsed, or materially changed, or if you are convicted of a criminal offence. Failure to do so is a material breach of these Terms and may result in immediate account termination and liability for any resulting claims.
• You will complete our onboarding process, including identity verification and any background or compliance checks required for your account (which may include AccessNI where applicable)
• Right of Substitution: You have a genuine right to appoint a suitably qualified substitute to perform the Services in your place. This is a fundamental indicator of self-employment status. The substitute must meet the same verification standards as you (including right to work, and any AccessNI or insurance checks that apply to your account); there is no penalty or restriction for exercising substitution. (a) Notification: You inform the Client in advance of the substitution and provide the substitute's full name. (b) Client Veto: The Client may refuse a substitute only on reasonable grounds (e.g., safety concerns or lack of verification). If the Client refuses a valid, verified substitute, they may cancel the booking in accordance with the cancellation policy. (c) Responsibility: You remain responsible for the substitute's payment and conduct. CleanerPal acts only as the payment agent and accepts no liability for unverified substitutes engaged by you.
• You must provide and use your own cleaning equipment and products. CleanerPal does not supply any equipment or cleaning supplies.
• Full liability for non-performance: You are liable for amounts owed if you fail to attend (no-show), cancel within the notice windows in section 9.4.1, or otherwise fail to perform the agreed service. Amounts owed are deducted from your next payout or future earnings. See sections 9.4 and 9.6 for full details.

You agree to treat Clients courteously and lawfully and to provide Services in a professional manner. You agree to comply with all applicable laws and regulations relating to your provision of Services.

Once you have been connected to a Client through the Platform, you shall not make bookings with that Client other than through the Platform's booking functions. Cleaners and Clients must not arrange services outside the Platform to avoid fees. Violation may result in permanent account termination and pursuit of lost fees. Attempting to circumvent the Platform to avoid fees is strictly prohibited and may result in immediate account termination.

Minimum Wage: Cleaners are self-employed and set their own rates. The National Minimum Wage and National Living Wage do not apply to self-employed contractors. CleanerPal does not impose minimum rates; any suggested defaults are for guidance only.

It is your responsibility to ensure you comply with appropriate regulations regarding employment status, tax obligations, and any other legal requirements applicable to your provision of Services.

5.1 Equipment and Product Liability

5.2 Tax Calculator & Financial Tools

5.3 Bids and Offers

5.4 Photography and Privacy

5.5 Professionalism in Record Keeping (GDPR)

As a Client, you represent and warrant that:

• All details you provide to us are accurate and up to date
• You will treat Cleaners courteously and lawfully
• You will provide a safe and appropriate environment for Cleaners to work in compliance with all applicable laws and regulations
• You will provide Cleaners with all reasonable information and cooperation required to enable them to provide the Services you have requested
• You will make payment for Services in accordance with these Terms
• Insurance: You should maintain appropriate home or property insurance to cover your property, equipment, and contents. CleanerPal does not provide insurance for Clients. Any claims for damage should be directed to the Cleaner, your insurer, or the Cleaner's public liability insurer as appropriate.

Once you have been connected to a Cleaner through the Platform, you shall not book that Cleaner other than through the Platform's booking functions.

Both parties have the right to cancel a Booking in accordance with our cancellation policy set out in these Terms.

6.2 Property Access and Security

CleanerPal may use third-party providers to:

• Cross-check the validity of identity information supplied by Cleaners against multiple public and privately-held data sources
• Perform background checks of information supplied by Cleaners against multiple public and privately-held data sources, including AccessNI (criminal record checks in Northern Ireland) where applicable
• Verify right-to-work status in the UK

AccessNI enhanced checks — mandatory requirement: Cleaners working in private homes must obtain an enhanced AccessNI check through a registered body (counter-signatory) before public listing. AccessNI is mandatory for all Cleaners using the Platform in Northern Ireland. Cleaners may progress through onboarding while a check is in progress, but must share the disclosure certificate via nidirect email sharing before admin approval. This requirement helps ensure the safety and security of all Platform users. Disclosure information is processed in line with the AccessNI Fair Processing Notice and the AccessNI Code of Practice.

The extent of checks we make is set out above. We do not carry out further verification of Cleaners, Clients, or their profiles beyond what is stated. We have no obligation to do so and make no representations that we do so. You should make your own assessment of the people you decide to interact with through the Platform. You must rely on your own judgement and common sense.

Annex — Right to work (Northern Ireland)

CleanerPal accepts no responsibility for the accuracy or completeness of any profile on the Platform as we do not verify all information provided. We do not accept responsibility for the accuracy or completeness of any checks made, nor the validity of Cleaner profile information, to the extent that we have been deliberately misled by the individual in question, and/or to the extent that the source of third-party information used was inaccurate.

We process personal data in accordance with UK GDPR and the Data Protection Act 2018. We act as a data controller for personal data processed through our Platform. Please see our Privacy Policy for detailed information about how we collect, use, and protect your data.

By using the Platform, you consent to us collecting and using technical information about the devices used to access the Platform and any related software, hardware, and/or peripherals to improve our products and to provide Services to you.

Payment processing is handled securely through our platform. Cleaners receive payments directly to their registered bank account or PayPal account. On a successful clean, the customer pays the job price plus a platform fee of £1 + 5% of the job price; the cleaner receives 100% of the job price. CleanerPal retains the customer platform fee (subject to VAT display where applicable).

9.5 Fee Structure — Customer Platform Fee

Under the current fee model, CleanerPal charges a customer-facing platform fee on successful cleans. There is no current cleaner-side tier commission (legacy Free 15% / Basic 12% / Premium 10% rates are not part of the current offering). Bookings already priced under a prior ledger (for example historical reverse-fee breakdowns) may retain that prior breakdown until completed.

• Customer platform fee: £1 + 5% of the job price, paid by the customer on top of the job price on a successful clean (subject to VAT display where applicable).
• Cleaner payout: On a successful clean, the cleaner receives 100% of the job price.
• Example (£100 job): customer pays £106; cleaner receives £100; CleanerPal retains £6 (before any applicable VAT presentation).
• Commercial cancel economics: See section 9.4. There is no separate flat £5 administration fee on cancellations.

9.6 Cleaner Liability – Full Responsibility for Non-Performance

9.7 Platform Fees

On successful cleans under the current model, the customer pays a platform fee of £1 + 5% of the job price as described in section 9.5. There is no tiered cleaner commission on the current offering. Cleaner Pal Ltd. retains the customer platform fee in accordance with these Terms and our payment processes.

9.8 Company Commercial Cancel Take

Under the Commercial Cancellation Policy (section 9.4), where a customer cancel fee applies (24–48 hours or <24 hours), CleanerPal's commercial take from that cancel fee is max(£10, 10%) of the cancel fee, and the cleaner receives the remainder. Where a cleaner cancels with ≤48 hours' notice and no rebook, the cleaner pays max(£10, 10%) of the job to the company. This commercial take does not apply to, and is not deducted from, statutory consumer reimbursements under section 9.2. It does not apply where cancellation is free (>48 hours for customer or cleaner). It does not reduce CCR/CRA refunds.

9.12 Chargebacks and Payment Disputes

Consumers: Nothing in this section limits your statutory rights to raise a payment dispute or chargeback with your card issuer where you have a genuine concern about non-delivery, service failure, or unauthorised charges. We encourage you to contact us first so we can resolve matters promptly.

Bad-faith chargebacks: Where a chargeback is filed in bad faith—such as where services were clearly provided, you received the agreed refund through the Platform, or the dispute appears fraudulent or abusive—and the chargeback is decided in CleanerPal's favour, you agree to reimburse us for the full amount of the disputed transaction. We will not seek reimbursement of dispute fees or administrative costs where you have a genuine dispute about service quality, non-delivery, or other legitimate concerns.

Cleaners (business users): Cleaners agree not to file chargebacks for platform fees or payouts validly processed under these Terms except where required by law or payment-scheme rules.

9.13 Gift Cards

Expiry: Gift cards are valid for 12 months from the date of issue, unless stated otherwise. Unused balances expire thereafter.

Non-Refundable: Gift cards cannot be exchanged for cash or refunded, except where required by law.

Referral Bonuses: Referral credits have no cash value and can only be used to offset the cost of bookings on the Platform. We reserve the right to revoke credits if we detect fraudulent referral activity (e.g., inviting yourself).

9.14 Payout Schedule

Cleaners acknowledge that payouts are processed via Stripe Connect. Funds from completed bookings become available for withdrawal subject to our payment processor's clearing schedule. Funds will reach your bank within 14 working days of the booking being completed, or within 14 working days of your withdrawal request where applicable (although typically quicker). CleanerPal is not liable for banking or payment processor delays outside our control. You can view your estimated payout date in your dashboard.

9.15 Payment Processing Services

Payment Processors: Payment processing services for Cleaners on CleanerPal are provided by Stripe and/or PayPal. By using the Platform, you agree to be bound by the Stripe Connected Account Agreement, which includes the Stripe Terms of Service, and the PayPal User Agreement.

By agreeing to these Terms or continuing to operate as a Cleaner on CleanerPal, you agree to be bound by these payment processor agreements, as they may be modified from time to time.

As a condition of CleanerPal enabling payment processing services, you agree to provide CleanerPal accurate and complete information about you and your business, and you authorise CleanerPal to share it and transaction information related to your use of the payment processing services with Stripe and/or PayPal to facilitate payments.

9.16 Rewards and Loyalty Programme

No Cash Value: Any "Points," "Rewards," or "Credits" earned through the Platform's loyalty programme have no cash value, cannot be transferred to others, and cannot be redeemed for cash.

Right to Change: CleanerPal reserves the right to modify, suspend, or terminate the rewards programme at any time without compensation for unredeemed points. Points may expire after 12 months of inactivity.

9.17 Invoicing Authorisation

Billing Agent: You appoint CleanerPal as your limited billing agent solely for the purpose of generating and issuing invoices and receipts to Clients on your behalf.

Accuracy: You acknowledge that invoices are generated based on the data you provide (rates, hours). You remain solely responsible for the tax accuracy of these invoices and for ensuring they comply with your specific VAT status (if applicable).

9.18 Right to Withhold or Freeze Payouts

Security Holds: CleanerPal reserves the right to freeze, delay, or withhold payouts to Cleaners if we detect suspicious activity, receive reports of fraud/theft, or if a booking is subject to a dispute or chargeback investigation.

Investigations: Where we reasonably need to establish what happened in relation to a booking (including non-performance, suspected circumvention of the Platform, or payment irregularities), we may retain or hold relevant funds or offset amounts while we investigate. This does not affect your separate statutory obligations (for example record-keeping or tax); if you are unsure of your duties, you should take independent professional advice.

Duration: Funds may be held for up to 180 days (or longer if required by law or our payment processor) to ensure sufficient funds are available for potential refunds or chargebacks.

Release: Funds will be released once the issue is resolved to our satisfaction. You agree that we are not liable for any interest or losses derived from these delays.

9.19 Dormant Accounts and Unclaimed Funds

If you have a payable balance but fail to provide valid bank details or complete identity verification to receive it, we will attempt to contact you.

If funds remain unclaimed for 12 months and we are unable to reach you, you agree that your right to these funds is forfeited and they may be retained by CleanerPal to cover account maintenance costs, subject to applicable laws.

9.20 Package and Bundle Refunds

Voiding Discounts: If you purchase a package of services (e.g., "5 Clean Bundle") at a discounted rate and cancel the package before all services are redeemed, your refund will be calculated by charging the full, non-discounted price for the services already used.

Calculation: Refund Amount = Total Paid − (Number of Used Sessions × Standard Single Session Rate).

If the calculated refund is negative (i.e., you saved more than the remaining value), no refund is due.

9.21 Reimbursement of Expenses

Cleaners may only add "Expenses" or "Materials Costs" to a Booking if the Client has given prior written consent (e.g., via Platform chat) to the specific purchase and cost.

CleanerPal reserves the right to reject or refund any Expense charge that lacks proof of the Client's prior authorisation.

10.1 Promotions and campaign-specific terms

CleanerPal is not currently running platform promotions or campaign-specific offers. Where we publish campaign-specific terms in future, those terms will apply to that campaign in addition to these Terms.

Users agree to:

• Use the Platform only for lawful purposes
• Provide accurate and truthful information
• Respect other users and maintain professional conduct
• Not engage in fraudulent or deceptive practices
• Comply with all applicable laws and regulations
• Not use the Platform to advertise or offer to sell goods or services other than cleaning services
• Not sell or otherwise transfer your profile or account to another person
• Not circumvent platform fees or payment processing
• Not accept cash, bank transfer, or any off-Platform payment for cleaning work connected to the Platform (including Clients you met or referred through the Platform); all such payment must go through the Platform
• Not contact other users outside the Platform for bookings to avoid fees
• Not create multiple accounts to avoid restrictions or fees
• Not use the Platform to solicit business for other platforms or services
• Not post false, misleading, or defamatory content
• Not engage in harassment, abuse, or threatening behaviour
• Not interfere with or disrupt the Platform or servers
• Not attempt to gain unauthorised access to any part of the Platform
• Not use automated systems or bots to access the Platform
• Not reverse engineer or attempt to extract source code from the Platform

Violation of these rules may result in immediate suspension or termination of your account, and we reserve the right to take legal action where appropriate.

11.2 Promoted Listings and Search Ranking

Transparency: CleanerPal may offer "Promoted" or "Boosted" listing features. We will clearly label such listings to Clients (e.g., as "Sponsored").

No Endorsement: The purchase of a promoted listing does not constitute an endorsement or recommendation by CleanerPal of that Cleaner's quality or reliability. It is a paid advertising feature only.

11.3 Search Ranking and Visibility

Ranking Parameters: The order in which Cleaners appear in search results is determined by an algorithm that considers factors including but not limited to: proximity to the Client, availability, average review score, response time to messages/bookings, and cancellation history.

Influence: CleanerPal reserves the right to adjust ranking algorithms at any time to optimise marketplace quality. Ranking is not sold as paid placement via a live subscription purchase.

11.4 Referrals and Invitations

If you use a "Refer a Friend" or similar feature to invite third parties to the Platform, you warrant and represent that you have obtained the explicit consent of that third party to share their contact details with us for this purpose. You agree to indemnify CleanerPal against any claims or fines arising from unsolicited marketing sent to contacts you provided without their consent.

To the extent permitted by law and to the maximum extent permitted by applicable law:

12.1 Financial Liability Cap

To the maximum extent permitted by law and by the Consumer Rights Act 2015 (which protects consumers from unfair terms):
(a) For Consumers: If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.
(b) For Business Users (Cleaners): CleanerPal's total liability to you for any and all claims arising from these Terms or your use of the Platform, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total platform fees (including any amounts paid by you to Cleaner Pal Ltd. under these Terms) paid by you to Cleaner Pal Ltd. in the 12 months preceding the claim, or the minimum cap as set out in our policies, whichever is greater.

12.2 Time Limit for Claims

Any claim for liability must be brought within 12 months of the date the claim arose or within 30 days of the end of the relevant account period (or subscription period, if any) during which the claim arose, whichever is later. Claims brought after this period are time-barred and cannot be pursued.

12.3 Exclusion of Liability for Services

To the extent permitted by law, we expressly disclaim and exclude all liability for:

• The quality, safety, timeliness, or completion of cleaning services provided by independent Cleaners
• Any damages, losses, injuries, or harm arising from Services provided by Cleaners, including but not limited to property damage, personal injury, or death
• The accuracy, completeness, or truthfulness of any profile, information, or Content on the Platform
• Any interactions, communications, or relationships between Users, whether online or offline
• The conduct, behaviour, or actions of any User, including Cleaners and Clients
• Any disputes between Cleaners and Clients regarding Services
• Any failure by Cleaners to provide Services or to provide Services to a satisfactory standard
• Any loss or damage to property during the provision of Services

12.4 Exclusion of Liability for Platform

To the extent permitted by law, we exclude all liability for:

• Any technical issues, interruptions, errors, bugs, or failures in the Platform
• Any loss of data, profits, business, revenue, goodwill, or anticipated savings
• Any indirect, consequential, special, or punitive damages
• Any loss arising from your inability to use the Platform
• Any loss arising from unauthorised access to or alteration of your data
• Any loss arising from third-party services or integrations
• Any loss arising from force majeure events

12.5 Disclaimer of Warranties

The Platform is provided "as is" and "as available" without any warranties, express or implied. We disclaim all warranties, including but not limited to:

• Warranties of merchantability, fitness for a particular purpose, or non-infringement
• Warranties that the Platform will be uninterrupted, secure, or error-free
• Warranties regarding the accuracy, reliability, or completeness of any information on the Platform
• Warranties that defects will be corrected

12.6 Non-Excludable Rights

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be excluded or limited by applicable law (including consumer rights under the Consumer Rights Act 2015)
• Breach of statutory duty where such breach cannot be excluded

However, our liability even in these cases is limited to the maximum extent permitted by law.

12.7 No Agency or Employment Relationship

CleanerPal is not an agent, employer, or representative of any Cleaner or Client. We do not control, direct, or supervise Cleaners in the provision of Services. Cleaners are independent contractors responsible for their own actions, insurance, tax obligations, and compliance with all applicable laws.

CleanerPal acts solely as a technology platform. We are not an employment agency, employment business, or employer under UK employment law. Cleaners set their own rates, control their work, and are responsible for their tax status. By using the Platform as a Cleaner, you confirm you are an independent self-employed contractor and that CleanerPal cannot be held liable as your employer or as having employer-like responsibilities.

12.8 Automated Tools and Translations

The Platform may provide automated translations or AI-assisted messaging features. These are provided "as is" and may contain errors. We are not liable for any misunderstandings, disputes, or damages arising from inaccurate translations or automated messages. Users should verify important details directly.

12.9 Map Data

Features of the Platform that use Google Maps are subject to the Google Maps/Google Earth Additional Terms of Service and the Google Privacy Policy.

12.10 Third-Party Promotions and Links

CleanerPal is not currently displaying third-party promotions or partner offers on the Platform. If Partner Offers are shown in future, CleanerPal will provide those links for convenience only and will not endorse, warrant, or guarantee any third-party product or service.

Your interaction with any third party, including payment and delivery of goods, is solely between you and them. We are not responsible for any loss or damage incurred as the result of any such dealings.

12.11 Beta Features and Predictions

The Platform may offer features labelled as "Beta," "Experimental," or "Predictive" (including earnings forecasts and churn predictions). You acknowledge that these features are provided for testing and informational purposes only. They may be unstable, inaccurate, or incomplete. CleanerPal is not liable for any business decisions you make based on predictive data or experimental features.

We reserve the right, at our absolute discretion, to refuse to allow any person to register or create an account with CleanerPal, or to cancel or suspend any existing account, if we reasonably form the view that the User's conduct or presence on the Platform, including a breach of these Terms, is detrimental to the operation of the Platform and/or the security, welfare, or experience of other users.

We may monitor communication made on the Platform between users for this purpose. See our Privacy Policy for more information.

13.1 P2B Transparency (Cleaners as Business Users)

Under the Platform-to-Business Regulation (EU) 2019/1150 as retained in UK law, Cleaners are business users. We commit to the following:

• Statement of reasons: If we restrict or suspend your account, we will provide a clear statement of the reasons before or at the time of the restriction or suspension.
• Termination with notice: For permanent termination of a business user's account (other than where immediate action is necessary for safety, fraud, or serious unlawful conduct), we will give not less than 30 calendar days' advance written notice before the termination takes effect, with a clear and specific statement of reasons, unless applicable law or an imminent risk to users or the Platform requires a shorter period.
• Appeal: You may contact us to dispute a suspension or termination and request reconsideration. We will respond within a reasonable time.

Grounds for suspension or termination include, but are not limited to: breach of these Terms; failure to maintain insurance or right to work; criminal conviction; conduct detrimental to other users or the Platform; circumvention of fees; fraudulent or unlawful behaviour; or failure to meet quality or verification standards.

Users may terminate their accounts at any time through their account settings. Upon termination:

• Your right to use the Platform will immediately cease
• All outstanding Bookings will be handled in accordance with our cancellation policy
• You will remain liable for all amounts due up to the date of termination
• We may delete your account and data in accordance with our Privacy Policy

We reserve the right to temporarily or permanently suspend your access to the Platform if we deem that you are engaged in or conducting behaviour that is detrimental to our business, operations, or other members of our community.

The Platform and all Content, features, and functionality are owned by Cleaner Pal Ltd. and are protected by copyright, trademark, and other intellectual property laws. You may not copy, modify, distribute, sell, or lease any part of the Platform without our prior written consent.

You grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, modify, and display any Content you post on the Platform for the purpose of operating and promoting the Platform.

14.1 Reviews and Ratings

Licence to Use: You acknowledge that reviews and ratings are a core part of the Platform's trust system. By posting a review, you grant us a perpetual, irrevocable licence to display, distribute, and use that content.

No Deletion Right: Cleaners do not have the right to demand the deletion of valid client reviews, even after account termination, as this serves the public interest of safety and transparency.

Moderation: We reserve the right (but not the obligation) to remove reviews that we determine are abusive, discriminatory, or clearly fraudulent. We do not mediate disputes about the opinion expressed in a review.

By providing your phone number, you consent to receive SMS messages from CleanerPal. You should expect to receive a maximum of ten (10) SMS messages per month. These messages will include booking confirmations, booking reminders, payment notifications, dispute alerts, and important account security information. Message and data rates may apply. Reply STOP to opt out at any time. For help, reply HELP.

We may send you email notifications about your account, Bookings, and important updates. You can opt out of marketing emails at any time through your account settings or by clicking the unsubscribe link in emails.

15.1 Service Announcements

Distinction: We distinguish between "Marketing Communications" (offers, news) and "Service Announcements" (security alerts, platform updates, changes to terms, critical booking info).

No Opt-Out: Because Service Announcements contain vital information about your account or the Platform's safety, you cannot opt out of them while your account is active. You agree that receiving these messages via SMS or email is a core part of the Service.

If you have a dispute with another User, we encourage you to contact that User directly to resolve the matter. If you are unable to resolve the dispute, you may contact our support team for assistance.

16.1 Disputes Involving Held Funds

While CleanerPal generally acts as a mediator, you explicitly authorise CleanerPal to make binding decisions regarding the release of funds held in our payment system (Stripe Connect).

If a dispute arises over a Booking where funds are currently held by CleanerPal, we reserve the right to adjudicate the disposition of those funds based on the evidence provided (e.g., photos, chat logs, GPS data). Our decision to release funds to the Cleaner or refund the Client is final with respect to the Platform's handling of the transaction, though it does not prevent either party from pursuing the other in court for the balance.

For disputes between you and CleanerPal, these Terms are governed by the laws of Northern Ireland and the United Kingdom. Any disputes will be subject to the exclusive jurisdiction of the courts of Northern Ireland.

16.2 Optional Arbitration (Cleaner–Platform)

Disputes between CleanerPal and Cleaners (e.g. fees, account suspension, platform access) may, at either party's election, be resolved by binding arbitration administered by a recognised body (e.g. CEDR or LCIA) under their rules. Either party may instead pursue the dispute in the courts of Northern Ireland. This clause does not affect any statutory rights you may have as a consumer. This optional arbitration applies only to Cleaner–Platform disputes and does not apply to disputes between Cleaners and Clients.

To the extent permitted by law, you agree to indemnify, defend, and hold harmless Cleaner Pal Ltd., its parent companies, subsidiaries, affiliates, officers, directors, employees, agents, licensors, and suppliers from and against claims, demands, actions, proceedings, damages, losses, liabilities, costs, and expenses (including reasonable legal fees and court costs) arising out of or relating to:

• Your use or misuse of the Platform in breach of these Terms
• Your violation of any law, regulation, or third-party right
• If you are a Cleaner: Your provision of Services, including claims for property damage, personal injury, or death caused by your negligence or breach of these Terms
• If you are a Client (consumer): Fraud, abuse of the Platform, bad-faith chargebacks (section 9.12), or providing false information—not ordinary disputes about service quality or your property, which should be resolved through our dispute process and your statutory rights
• Any Content you post, upload, or transmit on the Platform in breach of these Terms
• Your breach of any representation or warranty made by you in these Terms

Exclusion: This indemnity shall not apply to any claim, damage, or loss to the extent it is caused by the negligence, fraud, or wilful misconduct of Cleaner Pal Ltd. or its employees.

This indemnity obligation will survive termination of these Terms and your use of the Platform. We reserve the right, at our own expense, to assume the exclusive defence and control of any matter otherwise subject to your indemnity, in which event you will cooperate with us in asserting any available defences.

If you have any questions about these Terms, please contact us:

CLEANER PAL LTD
Ground Floor, Gallery Building
65-69 Dublin Rd
Belfast
BT2 7HG
Northern Ireland

Email: info@cleanerpal.com