TERMS AND CONDITIONS

Cleaners of London Services Limited

Welcome to the Cleaners of London website terms and conditions for use ("Terms"). These Terms apply to the use of our Website and Platform and by accessing our Website and/or making a Booking for Services you agree to be bound by the Terms set out below. If you do not agree to be bound by these Terms, please do not use our Website or Platform.

Before you place an order with us, if you have any questions relating to these Terms please contact our support team by email at hello@cleanersoflondon.co.uk.

Our Website and Platform are operated by Cleaners of London Services Limited. We are registered in England and Wales under company number 14750111.

1. DEFINITIONS

"Booking" means a booking for Services made by You on our Platform;

"Platform" means the online booking platform located at app.cleanersoflondon.co.uk or any subsequent URL which may replace it, and any mobile phone applications operated by Us;

"Services" means cleaning services, gardening services, tradesperson services, or other home services made available through our Platform;

"Service Provider" means an independent, self-employed cleaner, gardener, tradesperson, or other home services provider who is registered on and available through our Platform;

"We/Us/Our" means Cleaners of London Services Limited, a company registered in England and Wales with Company Registration Number 14750111;

"Website" means the website located at www.cleanersoflondon.co.uk or any subsequent URL which may replace it;

"You/Your" means a user of our Website and/or Platform.

2. USE OF THE WEBSITE AND PLATFORM

2.1 Access

Access to our Website and Platform is permitted on a temporary basis only, and We reserve the right to withdraw or amend the service We provide without notice. We will not be liable if for any reason our Website or Platform is unavailable at any time or for any period.

2.2 Registration

2.2.1 By registering as a user of our Website or Platform, You warrant that:

(a) the personal information which You provide when You register as a user and/or make a Booking is true, accurate, current and complete in all respects; and

(b) You will notify Us immediately of any changes to this personal information by contacting our customer service team by email at hello@cleanersoflondon.co.uk.

2.2.2 You agree not to impersonate any other person or entity or to use a false name or a name that You are not authorised to use.

2.3 Security

If You choose, or You are provided with, a user identification code, password or any other piece of information as part of our security procedures, You must treat such information as confidential and You must not disclose it to any third party. We have the right to disable any user identification code or password at any time if in our opinion You have failed to comply with any of the provisions in these Terms.

2.4 Our Rights

We reserve the right to:

(a) modify or withdraw, temporarily or permanently, our Website and/or Platform (or any part thereof) with or without notice to You and You confirm that We shall not be liable to You or any third party for any modification to or withdrawal of the Website or Platform; and/or

(b) change these Terms from time to time. If You do not agree to such amended terms, You must stop using the Website and Platform. If You continue to use the Website or Platform You will be deemed to have accepted the amended terms.

2.5 Permitted Use

You may use our Services, Website and Platform only for lawful purposes. You may not use our Services, Website or Platform in any way that breaches any applicable local, national or international law or regulation. You agree not to access without authority, interfere with, damage or disrupt any part of our Website or Platform or any network or equipment used in the provision of our Services.

3. TRANSACTIONS CONCLUDED THROUGH OUR PLATFORM AND OUR LIABILITY TO YOU

3.1 Our Role

Our role is that of an introductory agent for providers of cleaning, gardening, tradesperson, and other home services. We are authorised by Service Providers to enter into a contract with You on the Service Provider's behalf. We do this by taking Your booking enquiry, allocating the booking to an available Service Provider, and then sending You a Booking Confirmation.

3.2 Formation of Contract

Once You have made a Booking through our Platform and received a Booking Confirmation, a contract will come into existence between You and the Service Provider. Your contract is with the Service Provider and the responsibility for the provision of the Services rests solely with the Service Provider.

3.3 Your Point of Contact

Although Your contract is with the Service Provider, We will continue to be Your main point of contact whilst the Service Provider is providing the Services that You have requested. We may also process all payments from You on behalf of the Service Provider.

3.4 Limitation of Our Responsibility

The responsibility for the provision of the Services is the Service Provider's alone. You acknowledge and agree that We shall not be held responsible and shall incur no liability of any kind, under any circumstances whatsoever, for the provision of Services. You and Service Providers are responsible for any taxes or damage arising as a result of the Services, and any such claim must be brought against the Service Provider directly.

3.5 Feedback and Issues

We welcome Your feedback about Service Providers. If You experience problems of any kind with a Service Provider, please contact Us straightaway at hello@cleanersoflondon.co.uk.

3.6 Your Responsibilities

You acknowledge that You use Service Providers at Your own risk. You agree to provide a safe working environment for Service Providers, take appropriate precautions to secure or remove valuable, delicate, or irreplaceable items from areas where Services will be provided, and ensure that all necessary access arrangements are in place prior to the scheduled Service. We accept no responsibility for any loss, damage, or theft of any possessions or property.

3.7 Disputes

In the event of a dispute relating to the Services, We may, at Our sole discretion, agree to act as a mediator to attempt to resolve the dispute. If You wish Us to consider acting as mediator, You must notify Us in writing within 48 hours of the provision of the Services. Any mediation assistance is provided solely on a goodwill basis and does not constitute any admission of liability.

3.8 Damage Exclusions

We will in no event be liable for any damage, loss, cost, expense, or claim of any kind arising from or in connection with Services provided by Service Providers, including but not limited to:

(a) damage caused due to the use of cleaning products, chemicals, or substances of any kind, whether supplied by You, the Service Provider, or any third party;

(b) damage caused as a result of spillages, leaks, or the application of any liquids or substances to any surface or material;

(d) damage to Your property, possessions, or equipment that existed prior to the Service or that was caused by pre-existing defects, wear and tear, or inherent fragility;

(e) damage that could not reasonably have been foreseen or prevented by Us as providers of the Platform;

(f) damage to items that were not secured, protected, or removed from the area where Services were to be provided;

(g) consequential loss, indirect loss, loss of use, loss of enjoyment, emotional distress, or inconvenience arising from any damage.

4. BOOKING SERVICES

4.1 By placing an order through our Platform, You warrant that You are legally capable of entering into binding contracts and at least 18 years old.

4.2 All Bookings are subject to acceptance by Us and by a Service Provider. We will confirm such acceptance to You by sending You a Booking Confirmation. The contract between Us and You (for use of the Platform) and the contract between You and the Service Provider (for provision of Services) will only be formed when We send You the Booking Confirmation.

5. PRICE AND PAYMENT

5.1 The price of any Services will be as quoted on our Platform at the time of Booking, except in cases of obvious error.

5.2 Prices are liable to change at any time, but changes will not affect Bookings in respect of which We have already sent You a Booking Confirmation.

5.3 Every effort has been made on our Platform to ensure that making a Booking is secure. We cannot be held responsible for fraudulent use on our Platform of a lost, stolen, or compromised payment card or payment method.

5.4 You must maintain a valid payment card or payment method with Us. You must inform Us immediately if Your payment details are no longer valid or have been compromised.

5.5 You authorise Us to seek pre-authorisation of Your payment card or payment method. You also authorise Us to charge Your payment card or payment method in full on the day of the scheduled Booking or at any time after the scheduled Booking.

5.6 If any amount due by You remains unpaid after the day of the scheduled Booking, We reserve the right to charge a £15 administration fee and interest at a rate of 4% above the Bank of England base rate per month on the outstanding amount.

5.7 We act as a commercial agent and payment collection agent for Service Providers. Payments made by You through our Platform are collected by Us on behalf of Service Providers.

6. BOOKING CANCELLATION BY US

6.1 If You violate any of these Terms, Your permission to use our Services, Website, and Platform will automatically terminate.

6.2 We reserve the right to cancel any Booking at any time without notice or cause. Where We cancel a Booking, You will receive a full refund of any amounts already paid for that Booking, but We shall have no further liability to You.

6.3 We reserve the right to suspend or terminate Your account and access to our Platform at any time and for any reason, including but not limited to breach of these Terms, suspected fraudulent activity, or abusive behaviour towards Service Providers.

7. BOOKING CANCELLATION BY YOU

7.1 You may cancel or reschedule a Booking free of charge provided You give at least 24 hours' notice before the scheduled start time of the Booking.

7.2 For cancellations made with less than 24 hours' notice before the scheduled start time, or if the Service Provider arrives for the Booking and is unable to gain entry or start the job for any reason attributable to You, You will be charged a cancellation fee of 50% of the full Booking price.

7.3 For specialist services including but not limited to deep cleans, end of tenancy cleans, after builder cleans, gardening services, and tradesperson services, You must give at least 48 hours' notice to cancel or reschedule free of charge.

7.4 We reserve the right to waive or reduce cancellation fees at Our sole discretion in exceptional circumstances.

8. INSURANCE

8.1 We strongly recommend that You take out and maintain comprehensive home insurance or contents insurance for any Services You book through our Platform.

8.2 Service Providers may hold their own public liability insurance; however, We make no representations or warranties as to the existence, adequacy, or scope of any insurance held by Service Providers.

9. INTELLECTUAL PROPERTY RIGHTS

9.1 We are the owner or the licensee of all intellectual property rights in our Website and Platform, and in the material published on them. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

9.2 You may print off one copy, and may download extracts, of any page(s) from our Website for your personal reference and you may draw the attention of others to material posted on our Website.

9.3 You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

9.4 You must not use any part of the materials on our Website for commercial purposes without obtaining a licence to do so from Us.

9.5 If You publish any content on our Website or Platform, including but not limited to reviews, comments, or ratings, You grant Us a worldwide, perpetual, irrevocable, non-exclusive, royalty-free licence to use, reproduce, adapt, display, and distribute such content on our Website, Platform, and in Our marketing materials.

10. PRIVACY AND DATA PROTECTION

10.1 We process information about You in accordance with our Privacy Policy, which is available on our Website. By using our Website and Platform, You consent to such processing and You warrant that all data provided by You is accurate.

10.2 We may share Your personal information, contact details, and Booking information with Service Providers for the purpose of facilitating the provision of Services.

11. LIMITATION OF LIABILITY

11.1 Limitation of Our Liability

Our liability for losses You suffer as a result of Us breaking this agreement is strictly limited to the purchase price of the Services You purchased through our Platform in the previous six months, up to a maximum of £500.

11.2 Exclusions That Do Not Apply

Nothing in these Terms excludes or limits Our liability for: death or personal injury caused by Our negligence; fraud or fraudulent misrepresentation; or any other matter for which it would be illegal for Us to exclude or attempt to exclude Our liability.

11.3 Exclusion of Indirect and Consequential Losses

We are not responsible for any indirect, special, incidental, or consequential losses including but not limited to: loss of income or revenue; loss of business; loss of profits or contracts; loss of anticipated savings; loss of data; loss of goodwill; loss of use; emotional distress; or waste of management or office time however arising and whether caused by tort (including negligence), breach of contract, or otherwise.

11.4 Platform Security

We will take all reasonable care to keep the details of Your Booking and payment secure, but in the absence of negligence on Our part We cannot be held liable for any loss You may suffer if a third party procures unauthorised access to any data You provide when accessing or ordering from our Website or Platform.

11.5 Indemnity

You agree to indemnify, defend, and hold harmless Cleaners of London Services Limited, including Our directors, officers, employees, contractors, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with: Your use of our Website, Platform, or Services; any breach by You of these Terms; any dispute between You and a Service Provider; or any act or omission of a Service Provider while providing Services to You. This indemnity shall survive the termination of these Terms.

11.6 Goodwill Remedy

Where We, at Our sole discretion, agree to provide a remedy for accidental damage that occurred during the provision of Services, such remedy shall be limited to goodwill credit to a maximum amount of £250, redeemable only against future Services booked through our Platform. This credit is not payable as cash and is non-transferable.

12. EVENTS OUTSIDE OUR CONTROL

12.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by events outside Our reasonable control ("Force Majeure Event").

12.2 A Force Majeure Event includes any act, event, omission, or accident beyond Our reasonable control including: strikes or other industrial action; civil commotion, riot, invasion, terrorist attack or threat; war or threat of war; fire, explosion, storm, flood, earthquake, epidemic, pandemic, or other natural disaster; impossibility of use of transport or telecommunications networks; or acts, legislation, or restrictions of any government.

13. THIRD PARTY LINKS

Links to third party websites on our Website or Platform are provided solely for Your convenience. We have no control over and are not responsible for these websites or their content. If You decide to access any third party websites linked to our Website or Platform, You do so entirely at Your own risk.

14. RELATIONSHIP OF PARTIES

You acknowledge and agree that no joint venture, partnership, employment, or agency relationship exists between You and Cleaners of London Services Limited, or between You and any Service Provider, as a result of this Agreement and/or Your use of our Website and Platform. Nothing in these Terms shall be construed to create any such relationship.

15. GENERAL PROVISIONS

15.1 Electronic Communications

When using our Website and Platform, You accept that communication with Us will be mainly electronic. We will contact You by email or provide You with information by posting notices on our Website or Platform. You agree to this electronic means of communication and acknowledge that all contracts, notices, and communications provided electronically comply with any legal requirement that such communications be in writing.

15.2 Notices

All notices given by You to Us must be given by email at hello@cleanersoflondon.co.uk. We may give notice to You at either the email or postal address You provide when making a Booking. Notice will be deemed received immediately when posted on our Website or Platform, 24 hours after an email is sent, or three days after the date of posting of any letter.

15.3 Transfer of Rights

You may not transfer, assign, or otherwise dispose of a contract, or any of Your rights or obligations arising under it, without Our prior written consent. We may transfer, assign, or sub-contract any of Our rights or obligations at any time.

15.4 Severability

If any part of these Terms shall be deemed unlawful, void, or unenforceable, that provision shall be severable from these Terms and shall not affect the validity of the remaining provisions.