TrustClean™ Promise - Complete Peace of Mind with Every Clean

1. Verified & Vetted Cleaners

Every cleaner on my cleanerHUB goes through structured verification before appearing on the platform.

The TrustClean™ Promise includes:

• Identity verification
• Legal right-to-work verification
• Public Liability Insurance confirmation where applicable
• DBS status confirmation where applicable
• Profile transparency including experience reviews and response times
• A TrustClean™ Index score reflecting reliability verification and performance

Meaning, you can choose your cleaner with more confidence, rather than being assigned someone at random.

2. Transparent Standards & Expectations

The TrustClean™ Promise clearly defines what is included in each service type with a clear scope, time guidance using our Smart TrustClean™ Estimate algorithm, meaning expectations can be defined for both the resident and cleaner each step of the way. This applies to all the services we offer:

• Standard recurring clean
• Deep clean
• End of tenancy clean
• Airbnb turnover
• Non-residential services

We believe this is truly important for both you and the cleaner to ensure both sides understand what is being delivered before the job begins.

3. Secure Cashless Payments

All payments are handled securely through Stripe, but we do not take payment until you are happy with the quality of the service.

How it works:

• Residents confirm the booking
• A secure pre-authorisation is taken
• Payment is only captured after the clean is completed
• No cash handling – you can pay by card, Apple or Google pay
• You can download a full digital receipt and see the booking record in your dashboard

Why do we do this? Firstly, we believe now is the time to change the home cleaning norm from cash to cashless. This makes it easier for you, and protects you from paying before the work is completed - and it protects cleaners from non-payment.

4. The TrustClean™ Resolution Process

If something is not right, the TrustClean™ Promise includes a clear structured resolution pathway.

Residents can:

• Raise a concern directly via their dashboard within 24 hours of the job completion
• Upload supporting information
• Request a review

Cleaners are given the opportunity to respond and where appropriate:

• A re-clean can be arranged
• A partial adjustment can be reviewed
• A mediated outcome can be agreed

Everything is documented and time stamped within the platform.

5. The TrustClean™ Index

The TrustClean™ Index is a unique and proprietary scoring system we’ve designed to help give you more confidence on who you book to come and clean.

It considers:

• Verification status (including whether they have DBS and insurance)
• Review quality (both rating and sentiment)
• Reliability and completion rate
• Booking acceptance rate
• Proximity to booking your location

This gives you a data-driven way to choose cleaners while rewarding cleaners for their professionalism, quality and consistency.

6. Booking Control & Transparency

The TrustClean™ Promise extends beyond the clean itself.

Residents can:

• Reschedule bookings
• View historical cleans
• Download invoices
• Message cleaners securely
• Track spending
• Receive WhatsApp updates

Cleaners can manage availability track bookings and receive timely payouts.

7. Designed for Modern Homes

The TrustClean™ Promise is built around three core principles:

• Trust through verification
• Clarity through transparency
• Protection through secure systems

"Unlike traditional cleaning arrangements where expectations can be unclear and payments informal, we’ve designed cleanerHUB for modern households – to give you more confidence in who you book and the quality of service you receive."