Terms & Conditions — Clients

1. About Cleanpass

Cleanpass is a platform that connects clients with independently verified cleaning professionals in Brighton & Hove and surrounding areas. Cleanpass does not directly employ cleaners — each cleaner is a self-employed professional who sets their own rates and schedule.

2. Booking & Fees

When you book a cleaner through Cleanpass, you agree to pay the cleaner's stated rate plus a flat £4.99 booking fee per booking. The booking fee covers platform costs, payment processing, and the verification infrastructure that keeps every cleaner vetted and insured.

Bookings are confirmed once the cleaner accepts your request. You will receive email confirmation with your booking reference, cleaner details, and scheduled time.

3. Payment

Payment is collected securely at the time of booking via Stripe. The full amount (cleaner's rate + booking fee) is held until the clean is completed. Once you confirm the job is done, the cleaner's portion is released to them. The £4.99 booking fee is non-refundable except in cases where the cleaner fails to attend.

4. Cancellations

You may cancel a booking free of charge up to 24 hours before the scheduled start time. Cancellations made within 24 hours of the booking may incur a cancellation fee of up to 50% of the booking value. No-shows without cancellation will be charged in full.

5. Cleaner Verification

Every cleaner on Cleanpass undergoes an enhanced DBS check, government ID verification, and holds a minimum of £1M public liability insurance. While we take every reasonable step to verify our cleaners, Cleanpass is a marketplace platform and does not guarantee the quality of any individual clean. We encourage clients to leave reviews after each booking.

6. Complaints & Disputes

If you are not satisfied with a clean, please contact us within 24 hours of the completed service. We will investigate and, where appropriate, arrange a re-clean at no extra cost or issue a partial or full refund. Disputes are handled on a case-by-case basis.

7. Your Responsibilities

You agree to provide accurate information when booking, ensure safe access to your property for the cleaner, and treat cleaners with respect. You must not solicit cleaners found through Cleanpass for private arrangements that bypass the platform.

8. Privacy & Data

Your personal information is stored securely and processed in accordance with UK GDPR. We collect your name, email, phone number, and address solely for the purpose of facilitating bookings and communicating with you. We do not sell or share your data with third parties for marketing purposes.

9. Liability

Cleanpass acts as a platform connecting clients with independent cleaners. Our liability is limited to the booking fee paid. All cleaners carry their own public liability insurance (minimum £1M) to cover damage or loss during a clean. Any claims should be directed to us and we will facilitate the insurance process.

10. Changes to These Terms

We may update these terms from time to time. Continued use of the platform after changes constitutes acceptance. We will notify registered users of any significant changes via email.