Booking Terms and Conditions
These booking terms and conditions address the rights and obligations between you, as a UK user, and Chroma Domestic Cleaning Services Ltd., a UK-registered company under number 05827930 (“CleanMyPlace”, “we”, or “us”) concerning any services provided by selected third-party service providers (the “Service Providers”) via our website www.cleanmyplace.com (the “Website”) or a CleanMyPlace mobile application (the “App”). We refer to the Website and the App collectively as the “CleanMyPlace Platform”. We advise you to print or save these guidelines and policies for future reference.
Please review them carefully before booking through the CleanMyPlace Platform, as they apply to your booking. By booking through the CleanMyPlace Platform, you confirm your acceptance of these booking terms and conditions and your agreement to abide by them. If you disagree with any part, please refrain from booking. If you have any questions, please contact us at cleanmyplace.com/contact.
These Booking Terms and Conditions include your agreement that:
You acknowledge that the CleanMyPlace Platform only functions as a communication platform for booking Services, that all Services are performed by third parties, and that CleanMyPlace has no liability for any Services or any acts or omissions by third parties (Clauses 1 and 6), except for CleanMyPlace’s Refund Provision (Clause 8(b)).
You agree that CleanMyPlace’s Refund Provision is limited to payments made by users through the CleanMyPlace Platform (Clause 8(b)).
Changes to the number of hours specified, shall affect the amount payable to both CleanMyPlace and the Service Provider, and are subject to a minimum rate.
We are not accountable for the performance of services by Service Providers, except in certain cases where we may issue a refund or reschedule the services. More information is available in Clause 8; If you cancel services with less than 24 hours’ notice, CleanMyPlace may impose a cancellation fee according to Clause 5;
If you cancel services during a Minimum Commitment Period, CleanMyPlace may charge a £55 cancellation fee as mentioned in Clause 5(f)
We are liable for any loss or damage you experience due to our negligence or breach of our obligations under these Booking Terms and Conditions up to certain limits, depending on the breached obligation or our negligence, provided that the loss or damage is foreseeable. These limits can be found in Clause 6.
We are not liable for the loss of income, revenue, business, profits, anticipated savings, data, or wasted management or office time.
We may occasionally update these Booking Terms and Conditions, and the version in effect when an order is placed will apply to that order;
We will charge you a Support Fee for each Service appointment requested through the CleanMyPlace Platform (Clause 4(g)).
Nothing in these Booking Terms and Conditions impacts your legal rights as a consumer, or excludes or restricts our liability if you suffer personal injury or death due to our negligence, or if you incur loss or damage as a result of our fraud or fraudulent misrepresentation.
Overview
This clause provides an outline of our primary reservation terms and conditions. However, it is not a replacement for thoroughly reviewing the comprehensive version provided below.
a. Services booked via the CleanMyPlace Platform are carried out by Service Providers, not by us. Our responsibility lies in managing your booking and handling payment.
b. We generally hold no responsibility or liability for the services provided by Service Providers. However, if you face any issues or if the service doesn’t meet your expectations, please inform us, and we will do our best to assist you in resolving the matter. Refer to Clause 8 for more information.
c. Before making a booking, carefully review all details and any limitations associated with a service.
d. To cancel a booking, please read Clause 5.
e. For any inquiries or to contact us, please go to cleanmyplace.com/contact.
CleanMyPlace Platform Serves as a Communication Venue Only
a. The CleanMyPlace Platform functions as a communication platform, facilitating connections between individuals seeking home services (“Requesters”) and individuals providing home services (“Service Providers”). Both Requesters and Service Providers are collectively referred to as “Users.” The specific services requested by Requesters and to be carried out by Service Providers are referred to as “Services.”
b. CLEANMYPLACE EXPRESSLY DISCLAIMS ANY LIABILITY THAT MAY ARISE BETWEEN USERS OF THE CLEANMYPLACE PLATFORM. THE PLATFORM SERVES ONLY TO CONNECT USERS. WHILE IT PROVIDES INFORMATION AND A MEANS TO ACQUIRE SERVICES, CLEANMYPLACE DOES NOT INTEND TO OFFER THESE SERVICES DIRECTLY OR ACT AS A CLEANING OR OTHER HOME-RELATED SERVICE PROVIDER. CLEANMYPLACE DISCLAIMS ANY RESPONSIBILITY OR LIABILITY FOR SERVICES. THE QUALITY OF SERVICES ACQUIRED THROUGH THE PLATFORM IS SOLELY THE RESPONSIBILITY OF THE SERVICE PROVIDER WHO PROVIDES THEM TO YOU. SINCE CLEANMYPLACE IS NOT INVOLVED IN THE ACTUAL AGREEMENT BETWEEN USERS OR IN THE COMPLETION OF ANY SERVICE, IN THE EVENT OF A DISPUTE WITH ONE OR MORE USERS, YOU RELEASE CLEANMYPLACE FROM ANY AND ALL CLAIMS, DEMANDS, OR DAMAGES (ACTUAL, DIRECT, OR CONSEQUENTIAL) OF EVERY KIND AND NATURE, KNOWN AND UNKNOWN, SUSPECTED AND UNSUSPECTED, DISCLOSED AND UNDISCLOSED, ARISING OUT OF OR IN ANY WAY CONNECTED WITH SUCH DISPUTE.
c. We may update these Booking Terms and Conditions periodically. Each time you intend to book via the CleanMyPlace Platform, review these Booking Terms and Conditions to ensure you understand the terms applicable at that time.
d. All Services displayed on the CleanMyPlace Platform are subject to availability. Images and/or descriptions of the Services on the Platform are for illustration purposes only—actual Services may differ from those images and/or descriptions. However, we expect Service Providers to deliver the Services in accordance with those descriptions.
e. We recommend exercising caution and common sense when it comes to your personal safety and property, just as you would when interacting with an unfamiliar person.
f. You, as a Requester, shall retain the Service Provider under a ‘Contract for Services.’ The Requester shall agree to the terms directly with the Service Provider.
3. Booking Process
a. You must be of legal age in your jurisdiction to make a booking. We may request valid proof of identity in a form reasonably acceptable to us.
b. Bookings can be made for personal use or on behalf of a person, company, or organisation you are authorised to represent. Where you communicate on behalf of a company / organisation, you promise that you have authority to act on behalf of that entity. You can only book Services for a location where you have legal authorization to receive such services.
c. Use the CleanMyPlace Platform to select the desired Services, location, duration, and time. We will then inform you of the cost based on your preferences. To confirm your request, submit an order (“Order”).
d. Upon receiving your Order for Services, we will send you an email acknowledging the booking (“Order Confirmation”). The contract between you and the Service Provider is formed only when the Order Confirmation is sent.
e. For recurring Services (“Recurrent Service”), such as weekly house cleaning, we will automatically schedule future cleans at the requested frequency. We cannot guarantee the same Service Provider for each appointment or that Recurrent Service appointments will not be cancelled. Refer to Clause 5 for more details on your rights if we cancel.
f. Treat Service Providers courteously and lawfully, ensuring they work in a safe and suitable environment that complies with all applicable laws and regulations.
g. As a consumer, you have legal rights concerning Services that are faulty or not as described. Consult your local Citizen’s Advice Bureau or Trading Standards office for information on your legal rights. These Booking Terms and Conditions do not affect these legal rights.
4. Payment
a. Users of the CleanMyPlace Platform contract for Services directly with other Users, while CleanMyPlace only facilitates connections, scheduling, and payments. Prices for Services are quoted on the platform and may change, except for confirmed Orders or Recurrent Services with prior notice. Users may cancel Recurrent Services without liability if they disagree with price increases, provided 24 hours’ notice is given.
b. Prices depend on factors like location and recurrence frequency, and a 2-hour minimum may apply to some Services. For refunds on unused booked time beyond minimum hours, contact us promptly through the CleanMyPlace Help Center.
c. Prices include applicable VAT unless otherwise stated on the platform.
d. Users bear any currency conversion costs or additional charges incurred during payment.
e. Payment for Services, in pounds sterling, must be made using our online payment facility via credit or debit card when submitting an Order. Users are responsible for maintaining the confidentiality of their username and any security information for accessing the payment facility and platform.
f. We endeavour to maintain a functional payment facility but cannot guarantee uninterrupted, continuous, or secure access or that it is virus-free or error-free. Payment processing times may vary due to external factors. Access to the payment facility may be restricted occasionally for repairs, maintenance, or new facilities or services introduction. We will provide reasonable notice for scheduled interruptions and restore the facility as soon as possible.
g. CleanMyPlace Support Fee: For each Service appointment requested through the platform, an additional non-refundable fee may be charged to cover background checks, insurance, customer support, and related services. The fee may vary and will be disclosed before placing an order.
h. In cases where payment by card is not possible, payments can be taken through a standing order with a bank. The User shall sign the standing order mandate or provide bank card details, authorising payment of the Prices for Services, on the agreed frequency.
h. By accepting this Agreement, you authorise CleanMyPlace (or a third-party payment processor) to charge your on-file credit card, debit card, or other approved payment methods for owed fees. Charges may be one-time or recurring, depending on the transaction or services requested. All information provided for monetary transactions must be accurate, complete, and current. You agree to pay all charges incurred by your payment method at the prices in effect during such transactions.
5. Cancelling a booking
a. As a consumer, you can cancel an Order and receive a refund in line with this Clause 5 and your other legal rights.
b. If you need to change or cancel a Service after receiving the Order Confirmation, contact us immediately at cleanmyplace.com/contact.
c. For cancellations:
(i) less than 2 hours in advance, full payment is required;
(ii) more than 2 hours but less than 24 hours in advance, a £10 cancellation fee will be deducted from your refund; and
(iii) at least 24 hours in advance, a full refund is provided, except for cancellations within the Minimum Commitment Period specified in (f) below.
d. No refund or credit will be provided for cancellations attempted within 2 hours of the Service.
e. If the Service Provider requests changes or cancellation after the Order Confirmation, we’ll try to allocate another Service Provider for the Service, but it’s not guaranteed.
f. Cleaning Plan with Minimum Commitment:
(i) The term starts on the date of your first Booking.
(ii) Minimum Commitment pricing is available for a specified period, as outlined in the Order.
(iii) Rescheduling during the Minimum Commitment Period can be done without fees 24 hours in advance. A £10 fee applies for rescheduling within 24 hours but not within 2 hours of the Service.
(iv) Cancelling during the Minimum Commitment Period follows the provisions in (f)(ii) above. If you cancel before the period expires and haven’t fulfilled the Minimum Commitment, a cancellation fee of up to £55 may apply, unless the failure is due to our fault.
(v) After the Minimum Commitment Period expires, your plan remains active, and Service Providers will continue to be scheduled and charged based on your selected time and frequency unless you cancel in accordance with this clause (Clause 5).
6. Liability
Except as explicitly stated here, we aren’t responsible or liable to you for the actual Services provided by the Service Provider booked through the CleanMyPlace Platform, to the fullest extent allowed by law.
a. We have certain obligations to you under these Booking Terms and Conditions, as outlined below.
If we have been negligent or breached these obligations, we will be responsible for any loss or damage you suffer, provided that the loss or damage is reasonably foreseeable. A loss or damage is reasonably foreseeable if it’s an apparent consequence of our negligence or breach of contract or if it would have been considered by you and us as a probable result at the time you received the Order Confirmation.
(i) We are responsible for processing your bookings and forwarding them to the relevant Service Providers. If we have been negligent or breached this obligation, for instance, by not passing on your booking after you’ve received your Order Confirmation, we will be liable for any reasonably foreseeable loss or damage you suffer, up to a maximum of 125% of the fees you’ve paid under the applicable Order.
(ii) We are also responsible for managing payments related to your bookings. If we have been negligent or breached this obligation, for example, by not transferring your payment to the relevant Service Provider, we will be liable for any loss or damage you suffer, up to a maximum of 100% of the fees you’ve paid under the applicable Order.
(iii) We are responsible for ensuring Service Providers agree contractually to have suitable professional insurance and an identity check based on identification documents. If we have been negligent or breached this obligation, we will be liable for any loss or damage you suffer as a result, up to a maximum of 125% of the fees you have paid under the applicable Order.
b. Our liability does not cover any losses associated with your business, even if they are reasonably foreseeable. Such losses may include, but are not limited to, loss of income or revenue, loss of business, loss of profits, loss of anticipated savings, loss of data, or wasted management or office time.
c. We do not exclude or limit our liability in the following cases:
Negligence causing death or personal injury;
Fraud or fraudulent misrepresentation;
Any liability that cannot be excluded or limited under applicable law.
Our Right to Modify These Booking Terms and Conditions
d. Where CleanMyPlace has committed a serious breach of these Booking Terms and Conditions, the User is entitled to terminate the Booking Terms and Conditions immediately on written notice to CleanMyPlace. The amount paid to date for any period after the termination date shall be refunded to the User.
7. Modification of Terms and Conditions
a. We may update these Booking Terms and Conditions periodically under the following circumstances:
(i) Changes in the payment acceptance process;
(ii) Alterations in relevant laws and regulatory requirements;
(iii) Any other changes in our business that reasonably necessitate amending these Booking Terms and Conditions.
b. Each time you place an Order through the CleanMyPlace Platform, the Booking Terms and Conditions in effect at that time will apply to the Order between you and us.
c. Whenever we modify these Booking Terms and Conditions according to Clause 7, we will inform you and provide notice by indicating that these Booking Terms and Conditions have been updated and specifying the relevant date at the top of this page.
8. Addressing Concerns
a. If you wish to file a complaint or offer feedback about a Service Provider or the Services, please get in touch with us through the CleanMyPlace contact page as soon as possible at cleanmyplace.com/contact.
b. The CleanMyPlace Refund Provision offers limited additional protections for Service Provider Services. According to the Refund Provision and subject to the exclusions, terms, and conditions outlined herein, CleanMyPlace will compensate Requesters the lowest of the following amounts: (a) up to GBP 1,300 per occurrence for losses resulting from property damage directly caused by a Service Provider’s negligence during the performance of a Service; or (b) up to GBP 800 for losses resulting from damage to floors and items containing granite, marble, or other stonework directly caused by a Service Provider’s negligence during the performance of a Service; or (c) up to GBP 1,300, in total, for losses resulting from theft of a Requester’s property by a Service Provider during the performance of a Service. Requesters are eligible for the CleanMyPlace Refund Provision if they report the issue within 72 hours of the Service appointment by visiting the CleanMyPlace contact page at cleanmyplace.com/contact. If the Requester fails to report the issue within 72 hours of the Service appointment, the claim will be ineligible for the CleanMyPlace Refund Provision. For Recurring Services, each Service is treated as a separate occurrence.
Ii. Neither CleanMyPlace nor its insurance shall be liable for the first £100 of any claim or for any claim of £100 or less in value. However, where Clause 6 applies, CleanMyPlace shall be liable for the first £100 for any claim.
iii. If you have insurance that would cover you in case of a claim, such as renter’s insurance, homeowner’s insurance, automobile insurance, or an umbrella policy (“Personal Insurance”), you agree that your Personal Insurance is primary and the CleanMyPlace Refund Provision is secondary. The Refund Provision will only compensate for losses not covered by your Personal Insurance and only as permitted herein.
iv. A Requester will be covered under the CleanMyPlace Refund Provision for a Service, subject to the exclusions in subsection (v) below, provided:
The Service is agreed upon between a Requester and a Service Provider using the CleanMyPlace Platform, performed by the Service Provider hired by the Requester and paid for in full through the CleanMyPlace Platform;
The Requester has not violated this Agreement;
The Requester has reported the claim within 72 hours of the Service; and
The Requester’s CleanMyPlace account is in good standing with no outstanding balances owed to CleanMyPlace;
The Requester has identified fragile and other breakable items and communicated the location and identity of those items to the Service Provider prior to the start of the Service; and
The Requester has accounted for and secured all valuables prior to the start of a Service.
v. What is excluded from the CleanMyPlace Refund Provision? The “CleanMyPlace Refund Provision” does not cover the following:
Services requested through Home Improvement Referrals;
Any Service not booked and paid for directly on the CleanMyPlace Platform;
Merchandise;
losses arising from natural events, including, but not limited to, pollution, earthquakes, and weather-related events such as hurricanes and tornadoes;
losses resulting from business interruption, loss of market, loss of income, and/or loss of use;
losses for property damage and theft exceeding the original value and/or replacement value for such property, less any standard depreciation;
losses arising from the actions or omissions of a Requester or third party;
losses resulting from the negligence or misconduct of a third party;
losses arising from a manufacturer’s or a product’s defects;
losses from pre-existing damages or conditions of the item or property;
losses arising from items provided by the Requester or due to Requester recommendations (e.g., if a manufacturer recommends affixing furniture to a wall and a Requester declines to have furniture affixed, etc);
losses arising from flooding and/or water damage including mould, fungi, or bacteria;
losses arising from products containing hazardous or harmful materials, acts of terrorism, product liability, or pollution;
losses of cash, third-party gift cards, and securities;
losses as a result of an intentional wrongful act by a Service Provider;
losses arising from normal wear and tear;
losses for items that retain their functionality (e.g., minor cosmetic damage, ordinary wear and tear, a TV with a scratch on the bezel);
losses for fine arts, which includes but is not limited to paintings, etchings, printed photos, pictures, tapestries, rare or art glass, art glass windows, valuable rugs, statuary, sculptures, antique furniture, antique jewellery, bric-a-brac, porcelains, antique automobiles, coins, stamps, other collectibles, collections, furs, jewellery, precious stones, precious metals, and similar property of rarity, historical value;
losses for damage beyond the specific damaged area (e.g., should flooring sustain damage, any loss is limited to the replacement cost of the square footage that was damaged after deducting for obsolescence and physical depreciation);
loss of use damages, including without limitation, loss of use such as property, furniture, and the costs of any storage, movement, and insurance of furniture in connection with loss of use;
losses based on sentimental and/or undocumented intangible value;
losses or damages associated with the unauthorised acquisition of, access to, destruction of, and/or loss of electronic data, including but not limited to films, records, manuscripts, drawings or photographs, data, information, audio or video recordings, files, facts, programs or other materials stored as or on, created or used on, or transmitted to or from, computer software, including systems and applications software, hard or floppy disks, CD-ROMs, tapes, drives, cells, data processing devices, cloud storage, or any other media which are used with electronically-controlled equipment;
losses related to repairs outside of the area where the Services were performed;
losses of pets, personal liability, or damage to shared or common areas;
losses arising from shipping costs and/or shipping of replacement items and/or taxes incurred in purchasing the original and/or replacement items;
losses of theft without a valid police report, if requested by CleanMyPlace; and losses with insufficient documentation;
losses occurring after, or unrelated to, the performance of a Service;
losses involving products or services, or uses of either, that are prohibited by law;
losses due to unforeseeable or latent defects in the premises;
loses related to services not explicitly booked through the CleanMyPlace Platform; and
losses reported by third parties.
vi. How do I submit a Claim? First, report a claim within 72 hours from when the Service Provider’s service takes place. After the initial report, you will be asked to complete the full claim form within 7 days of receipt. If you do not complete the claim form in its entirety within 7 days of receipt, your claim will no longer be eligible for the Refund Provision. We encourage you to read through these terms and conditions before submitting a claim. All claims will be reviewed on a case-by-case basis. During CleanMyPlace’s claims assessment process, you may be required to provide written details: (1) proof of ownership of damaged/missing item; (2) proof of value of damaged/missing item; and (3) proof of damage or loss. If such information is requested, you will have 30 days from the date of the request to send CleanMyPlace the requested information. If you fail to provide the requested information within the 30-day time period and/or fail to contact CleanMyPlace to arrange for an extension of time, your claim will be considered closed and no longer eligible for the Refund Provision. You also agree to: (A) protect and preserve any damaged property that is the basis of a claim from further damage; (B) assist and allow CleanMyPlace or its insurers access to inspect and make copies, photographs, and recordings of anything relating to the claim; (C) accept repairs and/or remediation by a Service Provider; (D) accept a replacement only if repairs are proven not to be an option; (E) submit requested materials by the dates outlined by the CleanMyPlace support team; and (F) accept a replacement item subject to the standard depreciation of that item.
If any part of your claim is approved, then as a condition to any payment to you under the Refund Provision, you will be required to execute and deliver to CleanMyPlace the release agreement within 14 days of receipt of the release agreement from CleanMyPlace, and assign to CleanMyPlace or its insurer any rights and remedies you may have to recover amounts paid to you with respect to an approved claim from any party that is financially responsible for the approved claims and any rights in any property that is recovered. The release agreement shall be rescinded and considered null and void if not signed and returned to CleanMyPlace within 14 days of your receipt, and the claim shall no longer be eligible for the Refund Provision.
9. General
a. All communications and notices from you must be sent to us at cleanmyplace.com/contact. We may communicate and give notice to you via post, email, or by posting notices on the CleanMyPlace Platform.
b. Please note our customer support hours in the United Kingdom are: 9am – 5pm.
c. Where the User has committed a serious breach of any of these Booking Terms and Conditions, CleanMyPlace is entitled to terminate the Booking Terms and Conditions immediately on written notice to the User.
d. If any of these Booking Terms and Conditions are determined by a competent authority to be invalid, unlawful, or unenforceable to any extent, such term, condition, section, clause or provision will to that extent be severed from the remaining terms, conditions, sections, clauses, and provisions which will continue to be valid to the fullest extent permitted by law.
e. These Booking Terms and Conditions are governed by the laws of England and Wales.
f. We will attempt to resolve any disagreements between us in relation to these Booking Terms and Conditions quickly and efficiently. If you are not satisfied with the way we handle any such disagreement and you want to initiate court proceedings, you must do this in the United Kingdom.
Last updated: 30 April 2023