Customer Booking Terms
Last updated: June 2026
These Customer Booking Terms apply when you, the Customer, book a clean through Cleana. They sit alongside the main Terms of Service.
1. Pricing & fees
The hourly rate shown is set by the Cleaner. Cleana adds a 10% service fee. The total price is shown before you confirm the booking. VAT is included where applicable.
2. Payment
Payment is authorised at booking and captured after the job has completed satisfactorily. We use Stripe; we never store your full card details.
3. The cleaning contract
The contract for cleaning services is between you and the Cleaner. Cleana facilitates the transaction and provides dispute resolution support.
4. Cancellation by Customer
Free of charge if cancelled more than 24 hours before start time. Within 24 hours: up to 50% of booking value. No-show: up to 100%. See the Refund Policy.
5. Right to cancel (consumer law)
Where the Consumer Contracts Regulations 2013 grant a 14-day cancellation right, that right applies to the booking of the service. By requesting a service to start within 14 days you acknowledge that work performed in that period must be paid for.
6. Quality & complaints
If you are not satisfied with the work, raise an issue in-app within 24 hours of completion. We will mediate between you and the Cleaner and may issue a partial or full refund where appropriate.
7. Damage & loss
Each Cleaner holds public liability insurance. Damage claims should be raised in-app with photos within 24 hours of the job.
8. Tipping & gratuities
Tips are optional and go 100% to the Cleaner.
9. Statutory rights
Nothing here affects your statutory rights under the Consumer Rights Act 2015.