Terms of Service

1. Introduction

Welcome to my cleanerHUB (“MCH”, “we”, “us”, or “our”). We operate a digital marketplace connecting residents (“Residents” or “Users”) with independent self-employed cleaners (“Cleaners”) for residential and commercial cleaning services.

By using our website, web app, or associated services (the “Platform”), you agree to these Terms and Conditions (“Terms”). If you do not agree, please do not use our services.

2. Key Definitions

• Resident: A person booking cleaning services via my cleanerHUB.
• Cleaner: A self-employed individual offering services via the Platform.
• Booking: A service request placed by a Resident.
• Service Fee: A transparent fee payable by the Resident in addition to the Cleaner's rate.
• TrustID: Our partner for identity and right-to-work verification.
• TrustClean™ Promise Guarantee: my cleanerHUB's booking protection covering payment, service quality, and breakages/disputes (see §8).

3. Platform Principles

• my cleanerHUB is a marketplace built on transparency, safety, and trust. We do not employ Cleaners; we facilitate connections and payments between Residents and independent Cleaners.
• my cleanerHUB acts as payment collection and holding agent on behalf of Cleaners and is not a party to the service contract between Residents and Cleaners.
• We may suspend or remove Users who violate these Terms, misrepresent their identity, attempt platform bypass, or undermine Platform integrity.

4. Resident Responsibilities

5. Cleaner Responsibilities

• Provide accurate profile info (availability, rates, bio, services, languages) and keep diaries current.
• Complete legal ID & Right-to-Work checks (DBS verification optional - badge may be displayed).
• Deliver services reliably, professionally, and respectfully.
• Use the Platform for all bookings and communications; no platform bypass or solicitation off-platform.
• Maintain a smartphone with data and active WhatsApp for notifications and chat.
• Acknowledge that repeated late cancellations, unresponsiveness, low ratings, or policy breaches may lead to suspension.
• Not subcontract or send substitutes; only verified individuals may perform work.

6. Platform Fees, Payments & Methods

• Pricing: Cleaners set their own hourly rates; my cleanerHUB adds a transparent Service Fee shown before payment.
• Authorisation & Holding: Your card is authorised at booking; funds are held by my cleanerHUB until completion is confirmed or the dispute window lapses.
• Release: Payment is released to the Cleaner once the job is confirmed complete and no dispute is raised within the applicable window.
• Payment Methods: Visa Debit/Credit, Mastercard, American Express, Apple Pay, Google Pay (as available).
• Tips: Optional and 100% passed to the Cleaner.
• No Cash: Cash/off-platform payments are prohibited.

7. Cancellations, No-Shows & Cleaner Changes

• Resident policy: See §4 (Free >24h; 50% within 24-12h; 100% within 12h/no-show/access failure).
• Cleaner cancellation: You'll be notified, and you may choose to rebook or receive a full refund.
• Cleaner no-show: You may request a full refund under TrustClean™ Promise (§8).
• Regular Cleaners: If your regular Cleaner is on holiday/unavailable, you may wait or switch to another Cleaner at the same/lower price.

8. TrustClean™ Promise Guarantee

Every booking is covered by our TrustClean™ Promise Guarantee — designed to protect both Residents and Cleaners.

8.1 Payment Protection

• All payments are held securely by my cleanerHUB until the clean is confirmed complete.
• If a Cleaner doesn't attend, the Resident receives a full refund.

8.2 Service Quality

• If unhappy, the Resident may raise a dispute within 24 hours of completion.
• my cleanerHUB reviews available evidence and may offer a partial or full refund if standards were not met.

8.3 Breakages or Damage

• Cleaners are responsible for proven accidental damage or breakages.
• Residents may raise a dispute; my cleanerHUB acts as a neutral arbiter and determines a fair outcome based on evidence.
• my cleanerHUB's decision is final.

8.4 Limitations

TrustClean™ Promise does not replace personal or business insurance. my cleanerHUB is not liable for indirect or consequential losses beyond the refund value of the affected booking.

9. Reviews & Feedback

• After each booking, Residents may rate and review the Cleaner. Reviews must be fair, accurate, and non-discriminatory.
• my cleanerHUB may remove fake, abusive, or policy-breaching reviews.
• Cleaners may dispute a review that breaches guidelines; my cleanerHUB will investigate and decide.

10. Prohibited Use

• Discriminate, harass, abuse, or endanger others.
• Bypass the Platform or solicit/accept off-platform work.
• Provide or request unsafe, unlicensed, or illegal services.
• Access, tamper with, or misuse another user's account or the Platform.
• Upload falsified or misleading documents/information.

11. Accounts, Access & Support

• Sign-up & Login: Simple sign-up via mobile number or Apple/Google using one-time passcodes (OTP) or social login.
• Communication: In-app chat/WhatsApp is provided for coordination.
• Support: 24/7 support via WhatsApp, online at mycleanerhub.co.uk, or email support@mycleanerhub.co.uk.
• Keys & Access: Residents may share keys/codes at their discretion; my cleanerHUB does not arrange pre-meets.

12. Verification & Compliance (TrustID)

• Cleaners must pass TrustID identity and right-to-work checks before receiving jobs; DBS is optional.
• TrustID processes documents securely; my cleanerHUB typically receives only pass/fail and does not store passport/share-code details.
• Re-verification may be required if documents expire.
• Substitution or unverified helpers are not permitted.

13. Cleaner Earnings, Taxes & Statements

• Cleaners are self-employed, set their own rates, and manage their own taxes and National Insurance.
• my cleanerHUB provides invoices/earnings statements in the Cleaner dashboard; downloadable as PDF/CSV with monthly statements available.
• Records of booking/payment history are retained for at least 6 years to support tax compliance.
• my cleanerHUB may be legally required to confirm earnings to HMRC or other authorities if requested.

14. Data Protection & Privacy

• We process personal data per applicable data protection laws and our Privacy Policy.
• TrustID handles verification data; my cleanerHUB stores verification status and essential profile data for Platform operation.
• Users may request data deletion; statutory or lawful retention obligations may apply.

15. Liability

• my cleanerHUB supports fair dispute resolution and the TrustClean™ Promise process (§8), but is not a party to the service contract between Resident and Cleaner.
• To the fullest extent permitted by law, my cleanerHUB excludes liability for any indirect, incidental, or consequential loss arising from Platform use or services performed, and caps refunds to the affected booking's value.

16. Termination

We may suspend or terminate access for violations of these Terms, misuse, fraud, or risk/safety concerns.

17. Amendments

We may update these Terms periodically. Continued use of the Platform constitutes acceptance of the updated Terms.

18. Contact

Questions or concerns: thehub@mycleanerhub.co.uk

Company registered in England & Wales: 16330238, 1 The Pavilion, Rectory Close, Farnham Road, SL2 3FN

VAT Registration Number: 502 0523 55 - Testing