Terms of Service
Last updated: June 2026
These Terms govern your use of the Cleana website, mobile app and services (the "Platform"). By creating an account or using the Platform you agree to these Terms.
1. About us
The Platform is operated by Cleana Limited (company registered in England & Wales). Registered office: Cleana Limited, United Kingdom. You can contact us at info@cleanalimited.co.uk.
2. The role of Cleana
Cleana operates a digital marketplace that connects customers ("Customers") with self-employed professional cleaners and cleaning businesses ("Cleaners"). The cleaning services themselves are supplied by the Cleaner, not by Cleana. Cleana is not a party to the contract for cleaning services between a Customer and a Cleaner, except where expressly stated.
3. Eligibility
You must be at least 18 and have legal capacity to enter contracts. Cleaners must additionally be lawfully entitled to work in the UK and meet our onboarding requirements (identity verification, DBS check, public liability insurance and, where relevant, business registration and tax compliance).
4. Account & security
You are responsible for keeping your login credentials confidential and for all activity under your account. Notify us immediately at info@cleanalimited.co.uk if you suspect unauthorised access.
5. Bookings & payments
Customers book and pay for jobs through the Platform. Payments are processed by Stripe. Cleana adds a 10% service fee on top of the Cleaner's hourly rate. Funds are released to the Cleaner after the job is completed and any dispute window has passed.
6. Cancellations
Cancellations made more than 24 hours before the job start time are free of charge. Cancellations inside 24 hours may be charged up to 50% of the booking value; no-shows may be charged 100%. See the Refund Policy for details.
7. Customer obligations
Customers must provide safe access to the property, accurate information about the work required, and any necessary supplies if "customer-supplied" was selected at booking.
8. Cleaner obligations
Cleaners must arrive on time, perform the agreed services to a professional standard, hold valid public liability insurance, comply with health & safety law, and follow Cleana's Cleaner Agreement and Safeguarding Policy.
9. Acceptable use
Use of the Platform is also governed by our Acceptable Use Policy. Breach may result in suspension or termination of your account.
10. Reviews
Reviews must be honest, based on your own experience, and must not contain unlawful, abusive, discriminatory or defamatory content. We may remove reviews that breach these standards.
11. Intellectual property
All Platform content (excluding user-generated content) is owned by Cleana or its licensors. You receive a limited, revocable, non-exclusive licence to use the Platform for its intended purpose.
12. Limitation of liability
Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law. Subject to that, Cleana's aggregate liability to a Customer or Cleaner in any 12-month period is limited to the greater of (a) £100 and (b) the total fees Cleana received from you in that period. Cleana is not liable for the acts, omissions or quality of work of any Cleaner.
13. Consumer rights
If you are a UK consumer, nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other UK consumer protection law.
14. Termination
You may close your account at any time. We may suspend or terminate your account for breach of these Terms, suspected fraud, or other serious misconduct.
15. Changes
We may update these Terms from time to time. Material changes will be notified to you by email or in-app. Continued use after the effective date constitutes acceptance.
16. Governing law
These Terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the English courts, save that consumers may bring proceedings in their country of residence.
17. Contact
Questions about these Terms: info@cleanalimited.co.uk.