Complaints Procedure

Last updated: June 2026

We aim to resolve complaints quickly and fairly. This is our published procedure.

Step 1 — Raise it in-app

Open the booking and tap "Raise an issue". This routes the matter to our support team and notifies the other party.

Step 2 — Acknowledgement

We acknowledge complaints within 1 working day and aim to resolve them within 10 working days. Complex cases may take longer; we will keep you updated.

Step 3 — Escalation

If you are not satisfied with our response, you may escalate to info@cleanalimited.co.uk marking the email "Complaint Escalation".

Step 4 — Independent redress

Consumers in the UK can use the Online Dispute Resolution platform at ec.europa.eu/odr or contact Citizens Advice on 0808 223 1133. Disputes about payments processed by Stripe may also be raised with Stripe directly.