Terms of service

1. Agreement

These Terms of Service (“Terms”) are a contract between you and Kleen App Ltd (“Kleen”, “we”, “us”) for use of kleenapp.co.uk and related apps (customer, contractor, and admin portals). By creating an account or using the Service you agree to these Terms and our Privacy Policy.

2. Marketplace role

Kleen operates an online marketplace that connects customers with independent cleaning contractors. Unless we expressly state otherwise in writing, Kleen is not the cleaning provider. Contractors are responsible for the quality, timing, and lawful performance of their work. Kleen provides tooling for discovery, quoting, booking, messaging, escrow-style payment handling, and dispute facilitation.

3. Accounts

You must provide accurate information and keep credentials secure. You are responsible for activity under your account. We may suspend or terminate accounts for breach of these Terms, fraud risk, or safety concerns.

4. Bookings, quotes, and payments (escrow)

• Prices and ranges shown before booking may be estimates; accepted quotes set the booking price subject to the quote terms.
• When a customer accepts a quote, payment is typically authorised and held (via Stripe) until the job is completed and release rules are met, including any dispute window we publish in-product.
• Kleen may deduct platform fees before contractor payout. Payouts to contractors use Stripe Connect where configured.
• Chargebacks, refunds, and partial releases are handled according to Stripe rules, these Terms, and any dispute outcome.

5. Cancellations

Cancellation rights and any fees depend on job status and timing. Late cancellations may incur fees as shown in-product or in the applicable quote/contract. Cancelled jobs do not erase our right to retain records as described in §10 and the Privacy Policy.

6. Disputes

Customers and contractors should first use in-app dispute and support tools. Kleen may mediate, request evidence, pause fund release, or take other reasonable steps. Kleen’s involvement does not make Kleen a party to the underlying cleaning contract unless required by law. Nothing in these Terms prevents reporting criminal matters to the police.

7. Prohibited conduct

You must not:

• Use the Service for unlawful activity, fraud, money laundering, or identity misuse
• Harass, threaten, discriminate against, or exploit others
• Upload malware, scrape without permission, or bypass security / access controls
• Misrepresent identity, insurance, qualifications, or job conditions
• Solicit off-platform payment to avoid fees where that breaches your agreement with Kleen
• Request or perform prohibited services (including drainage, asbestos, roof/height work, hazardous/biohazard or crime-scene cleanup, or pest control)

We may investigate, retain relevant records under a legal hold, cooperate with authorities, and suspend accounts.

8. Contractor obligations

Contractors must complete onboarding, keep documents accurate, hold required insurance where applicable, perform work professionally, and use field status tools honestly. Vetting documents are retained and deleted according to our Privacy Policy.

9. Liability

To the fullest extent permitted by law, Kleen is not liable for contractor workmanship, property damage caused by contractors, or disputes between users, except where we fail to provide the platform with reasonable care and skill or where liability cannot be excluded (including death/personal injury caused by negligence, or fraud). Our aggregate liability for platform-related claims in any 12-month period is limited to the greater of (a) fees you paid to Kleen for the relevant bookings in that period and (b) £100, except where prohibited.

10. Records, fraud, and legal claims

We retain anonymised or limited records of jobs, payments (including Stripe identifiers), and disputes for tax, accounting, fraud prevention, safety, and legal claims, as described in the Privacy Policy. Account deletion removes login and identifiable profile data subject to those exceptions and any active legal hold.

11. Intellectual property

Kleen branding, software, and content remain ours or our licensors’. You may not copy or reverse engineer the Service except as allowed by law.

12. Changes

We may update these Terms. Continued use after the updated “Last updated” date constitutes acceptance, except where we are required to obtain fresh consent.

13. Governing law

These Terms are governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction, without prejudice to mandatory consumer protections that apply where you live.

14. Contact

Legal: legal@kleenapp.co.uk
Privacy: privacy@kleenapp.co.uk
General: info@kleenapp.co.uk