Terms & Conditions
1.1 This Website is owned and operated by Cleanily Limited. We are registered in the UK under company number 09380363. Our registered office and trading address is at 4 The Crescent, Tynemouth, Newcastle, NE30 2LZ. Cleanily Services Limited is registered in the UK under company number 04612807. Our registered office and trading address is at 4 The Crescent, Tynemouth, Newcastle, NE30 2LZ.
1.2 By using this website and The Cleanily Service you agree to be bound by these Terms and Conditions.
2.1.1 “One-off Cleaning Service” means an individual cleaning appointment confirmed by your local office via email.
2.1.2 “Regular Cleaning Service” means a confirmed recurring cleaning appointment;
2.1.3 “Content” means all information of whatever kind (including information, Reviews), published, stored or sent on or in connection with our Website.
2.1.4 “Customer” means a natural person acting outside his or her trade, business or profession.
2.1.5 “Review” means any review, comment or rating.
2.1.6 “Cleaning Professional” means the Cleaning Professional allocated to you;
2.1.7 “Services” means cleaning services supplied or to be supplied by Cleaning Professionals;
2.1.8 “Our Services” means the services we offer by means of our Website, software platform and customer care.
2.1.9 “User” means a person who uses our Website (whether or not registered with us).
3. Contractual Relationship
3.1 This website and software platform are owned and managed by Cleanily Ltd and are used under license by TTCC to manage communication, job scheduling and payment processing. The terms and conditions therefore comprise (1) a contract between you and us regarding the use of our Website and technology (2) a separate direct contract between you and the Cleaning Professional concerned (and not with us) regarding supply of Services to you.
3.2 We do not accept legal responsibility for any acts or omissions of Service Providers in relation to the Services. However, we will of course attempt to mediate whenever possible in an attempt to resolve any dispute.
3.3 In terms of vetting our Cleaning Professionals, we insist upon thorough background checks, substantial cleaning experience, two references, an induction period, fluent English and the completion of Cleanily Manual. However, we do not guarantee that a Cleaning Professional allocated to you will be suitable for your purposes and that you use Cleaning Professionals at your own risk.
4. Supply of Services
4.1 You are allocated a Cleaning Professional based upon the availability of resources within your area. Acceptance of a One-off or Regular Clean is confirmed when we send you an email confirming your appointment.
4.2 You agree to treat Cleaning Professionals in the same way that you would wish to be treated – in a polite, respectful and lawful manner. You agree to provide a safe working environment for Cleaning Professionals.
4.3 We take great time and effort to make sure that you are very happy with Our Service and those of our Cleaning Professionals. In order that we may achieve an extremely high level of customer care, you must agree to communicate any complaint and/or issue to us directly.
4.4 In circumstances where your regular Cleaning Professional is not available, we will endeavor to find a replacement and offer as much notice as possible.
4.5 Should you and your Cleaning Professional wish to do so, you are free to opt out of this agreement and enter into your own direct payment arrangement between you and your Cleaning Professional. However, you should be aware that in these circumstances, our insurance will no longer cover the arrangement, and that your Cleaning Professional will be liable to TTCC for the purchase amount designated for this contract.
5. Payment for Services / Cancellation by You
5.1 In order to use our Regular Cleaning Service you will need to keep a valid credit or debit card linked to your account. In the event that you do not do so Services will be suspended. Credit facilities must be agreed in writing by a TTCC.
5.2 Prices include any applicable VAT or other sales tax unless otherwise stated.
5.3 You must make a deposit of 20% of the price quoted for One-off Cleaning Services in advance, which will be deducted from your final bill. For Regular Cleaning Services, you authorise us to charge your credit / debit card after the scheduled cleaning visit.
5.3 You can cancel a visit 12 hours prior to your allocated start time.
5.4 If there is a no-show you will not be charged.
5.5 If any amount due by you is unpaid, we may:
5.5.1 charge reasonable additional administration costs; and/or
5.5.2 charge interest (both before and after judgment) on the amount unpaid at the rate for the time being that would be applicable if the debt were a qualifying debt under the Late Payment of Commercial Debts (Interest) Act 1998; and/or
5.5.3 arrange the supply of Services to be suspended; and/or
5.5.4 cancel this agreement on written notice (including email).
6. Cancellation by us
6.1 We reserve the right to cancel a scheduled regular or one-off cleaning agreement. In such circumstances, any deposits paid will be refunded in full.
6.2 Following cancellation of this agreement: Accrued rights and liabilities are unaffected. All clauses in this agreement, which are stated or intended to continue after cancellation will continue to apply. You must not attempt to re-register for or continue to use our Website if we have given you notice of cancellation.
7. Changes to the Terms and Conditions
7.1 From time to time we may change these Terms and Conditions.
8.1 Nothing in this agreement in any way limits or excludes our liability for negligence causing death or personal injury or for fraudulent misrepresentation or for anything which may not legally be excluded or limited.
8.2 You must give us a reasonable opportunity to remedy any matter for which we are potentially liable before you incur any costs remedying the matter yourself.
8.3 Very important: If you are a Consumer, we shall not be liable for any loss or damage caused by us or our employees or agents in circumstances where:
8.3.1 there is no breach of a legal duty of care owed to you by us or by any of our employees or agents;
8.3.2 such loss or damage was not reasonably foreseeable by both parties;
8.3.3 such loss or damage is caused by you, for example by not complying with this agreement; or
8.4 If you are a Consumer, you will be liable for any reasonably foreseeable loss or damage we suffer arising from your breach of this agreement or misuse of our Website (subject of course to our obligation to mitigate any losses).
8.5 The following clauses apply only if you are not a Consumer:
8.5.1 To the extent allowed by law, you and we exclude all terms, whether imposed by statute or by law or otherwise, that are not expressly stated in this agreement. In this clause, any reference to us includes our employees and agents.
8.5.2 Our liability of any kind (including our own negligence) with respect to our Website for any one event or series of related events is limited to £100 or the total fees payable by you in the 12 months before the event(s) complained of, whichever is higher.
8.5.3 In no event (including our own negligence) will we be liable for any:
a) economic losses (including, without limit, loss of revenues, profits, contracts, business or anticipated savings);
b) loss of goodwill or reputation;
c) special, indirect or consequential losses; or
d) damage to or loss of data (even if we have been advised of the possibility of such losses).
8.5.4 You will indemnify us against all claims and liabilities directly or indirectly related to your use of the Website and/or breach of this agreement.
8.5.5 This agreement constitutes the entire agreement between us with respect to its subject matter and supercedes any previous communications or agreements between us. We both acknowledge that there have been no misrepresentations and that neither of us has relied on any pre-contractual statements. Liability for misrepresentation (excluding fraudulent misrepresentation) relating to the terms of this agreement is excluded.
9. Intellectual property rights
9.1 All trade marks, logos, graphics, images, photographs, animation, videos, text and software used on the Website are our intellectual property or that of our partners. For the purposes of your personal use only, you may view such material on your screen and print a single copy. You may not otherwise use, sublicense, retrieve, display, modify, copy, print, sell, distribute, download, hire, reverse engineer (unless permitted by applicable law) or create extracts of, or derivative works from, such material without our specific prior written consent.
9.2 For the avoidance of doubt you may not collect, scrape or harvest any Content on our Website or deep-link to or frame Content on our Website without our specific prior written consent.
9.3 You must not circumvent or otherwise interfere with any security related features of the Website or features that limit or prevent copying of Content or which restrict use of Content.
9.4 If you publish any Content on our Website, you grant us a worldwide, perpetual, non-exclusive, royalty-free licence to copy, alter, adapt or display such Content on our Website. You also grant each User a licence to use your Content to the extent permitted by the functionality of the Website and these terms and conditions.
10. Third party websites
10.1 We may link to third party websites, which may be of interest to you. We do not recommend or endorse, nor are we legally responsible for, those sites or the goods or services which they offer. You use such third party sites at your own risk.
11. Beyond reasonable control
11.1 Neither you nor we are liable for failure to perform or delay in performing any obligation (excluding payment) under this agreement if the failure or delay is caused by any circumstances beyond your or our reasonable control including third party telecommunication failures.
12.1 We may transfer all or part of our rights or duties under this agreement provided we take reasonable steps to ensure that your rights under this agreement are not prejudiced. As this agreement is personal to you, you may not transfer any of your rights or duties under it without our prior written consent.
13. English law
13.1 These terms and conditions shall be governed by English law and any disputes will be decided only by the courts of the United Kingdom.
14.1 We may send all notices under this agreement by email to the most recent email address you have supplied to us (unless otherwise stated in this agreement). Headings used in this agreement are for information and not binding. Any failure by either party to exercise or enforce any right or provision of this agreement does not mean this is a “waiver” (ie that it cannot be enforced later). If any part of this agreement is ineffective or unenforceable for any reason, then it will be replaced with a provision which as far as possible achieves the same thing and the rest of the agreement shall continue to apply. A person who is not a party to this agreement shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement except insofar as expressly stated otherwise.
You should notify us of any claim within 72 hours of your last clean. Note that submission of claim does not guarantee a reimbursement of any kind and that we do not reimburse for damage caused to windows, articles of glass, china porcelain, earthenware, stone or other articles of a brittle nature. We reserve the right to fix an item instead of replacing it. Cleanily will require proof of purchase and proof of damage before we can settle any claim. We will determine the market value of damaged item based on purchase price, date purchased, the current condition of the item, and the cost to fix the item. This does not always equal the value to replace it with a new item. Without proof of purchase, we can only pay up to 25% of the market value. Neither Cleanily nor its insurers shall be liable for the first £250 of any claim nor for any claim of £250 or less in value.
We take complaints very seriously indeed. If there is any aspect of our cleaning service that you are not happy with, please let us know immediately and we will use our best endeavours to put it right.