CleanSnap (\"we\", \"us\", \"our\") is a trading name of Aureus Solidus Limited, a company registered in England and Wales (company number 17206167). Registered office: Flat 1, 16 Churchgate Street, Soham, Ely, Cambridgeshire, CB7 5DS. We operate an online platform and mobile application (the \"Platform\") that connects customers who need cleaning services (\"Customers\") with independent self-employed cleaning professionals (\"Cleaners\").
\r\nCleanSnap is a marketplace intermediary. We do not provide cleaning services ourselves. Cleaners are independent contractors, not employees or workers of CleanSnap. When you book a clean through CleanSnap, your contract for the cleaning service is directly with the Cleaner.
\r\nContact us: support@cleansnap.co.uk
\r\n\r\nBy creating an account, accessing, or using the Platform, you agree to be bound by these Terms of Service. If you do not agree, you must not use the Platform.
\r\nWe may update these Terms from time to time. When we do, we will notify you through the app and ask you to review and accept the updated Terms before continuing to use the Platform. Your continued use after acceptance constitutes agreement to the revised Terms.
\r\n\r\nTo use CleanSnap as a Customer, you must be at least 16 years old. To register as a Cleaner, you must be at least 18 years old and have the legal right to work in the United Kingdom.
\r\nBy registering, you confirm that all information you provide is accurate, complete, and current. You are responsible for keeping your account details up to date.
\r\n\r\nYou must register for an account to use the Platform. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account.
\r\nYou must notify us immediately at support@cleansnap.co.uk if you suspect unauthorised access to your account.
\r\nWe reserve the right to suspend or terminate accounts that violate these Terms, are involved in fraudulent activity, or have been inactive for more than 12 months.
\r\n\r\nThe total booking price you pay is made up of two parts: the Cleaner's price for the cleaning service (85% of the total) and CleanSnap's platform service fee (15% of the total). The service fee is charged to you, the Customer, as part of the total booking amount — it is not a fee charged to the Cleaner. The service fee covers platform operation, AI quote generation, payment processing, customer support, and dispute resolution.
\r\n\r\nQuotes generated by our AI system are estimates based on the photos and information you provide. The final price may be adjusted by the assigned Cleaner if the actual condition of the property differs materially from what was shown in the photos. Any price adjustment requires your approval before work proceeds.
\r\n\r\nAll payments are processed securely through Stripe. By making a booking, you authorise us to charge the payment method on file. CleanSnap does not store your full card details — these are held securely by Stripe in accordance with PCI DSS standards.
\r\nPayment collection on behalf of the Cleaner. CleanSnap collects your payment acting solely as the Cleaner's limited payment collection agent. Your payment of the booking total to CleanSnap fully discharges your payment obligation to the Cleaner for that booking, as if you had paid the Cleaner directly.
\r\n\r\nCleaners receive payment for completed jobs after the service fee is deducted. Payment is made to the bank account or Stripe account provided during registration. Payment timelines are set out in the Cleaner Agreement.
\r\n\r\nIf you are a consumer, you have a statutory right to cancel a service contract made online within 14 days without giving any reason (the \"cooling-off period\"). For each booking, the cooling-off period ends 14 days after the day the booking is made.
\r\nYou may cancel a booking at any time, subject to the following fee structure based on how far in advance you cancel before the scheduled date and time:
\r\n| Notice Period | Cancellation Fee |
|---|---|
| More than 48 hours before | No fee — full refund |
| 24 to 48 hours before | 25% of booking total |
| Less than 24 hours before | 50% of booking total |
| No-show (no cancellation) | 100% of booking total |
Cancellation fees compensate the Cleaner for lost income due to the late cancellation. Where a cancellation fee applies and a Cleaner has already been assigned to your booking, 50% of the fee is paid to that Cleaner (to compensate their reserved time) and CleanSnap retains the remaining 50%.
\r\n\r\nIf the Cleaner assigned to your booking cancels, we will notify you and automatically offer the job to other available Cleaners so your booking can still go ahead. Because this is not your fault, you are given a relaxed cancellation window: you may cancel free of charge up to 12 hours before the scheduled time (instead of the usual 48 hours) if you would prefer not to proceed with a different Cleaner. If you cancel within 12 hours of the scheduled time, the standard late-cancellation fee applies.
\r\nCleaners who repeatedly cancel accepted jobs may face penalties including reduced visibility on the platform or account suspension.
\r\n\r\nIf you are unhappy with a cleaning service, we encourage you to raise a complaint within 48 hours of the service being completed, while the evidence is fresh — this helps us investigate quickly, but it is not a deadline and does not limit your legal rights, including your rights under the Consumer Rights Act 2015. We will review your complaint and may offer:
\r\nRefunds are issued to your original payment method without undue delay and in any event within 14 days of the cancellation or of our agreement to refund. Your bank or card issuer may take a further few business days to show the refund on your statement.
\r\n\r\nWe reserve the right to cancel a booking if we believe it poses a safety risk, involves fraudulent activity, or violates these Terms. In such cases, you will receive a full refund unless the cancellation was due to your breach of these Terms.
\r\n\r\nResponsibility for cleaning supplies varies by service type and will be clearly indicated at the time of booking. Customers may opt to provide their own products or request that the Cleaner bring professional cleaning supplies, which may incur an additional cost. Any eco-friendly product options and associated surcharges will be displayed during the booking process.
\r\n\r\nCleanSnap currently operates in the Cambridge area and surrounding postcodes. We are expanding to additional areas over time. Availability of Cleaners depends on your location and the service requested.
\r\n\r\nIf you have a complaint about a cleaning service or another user, please contact us at support@cleansnap.co.uk or use the in-app complaint feature. We encourage you to do so within 48 hours of the service so evidence is fresh, but this window is a courtesy, not a limit on your statutory rights.
\r\nOur dispute resolution process:
\r\nOur decision concludes our internal complaints process. It does not affect your statutory rights as a consumer or your right to bring the matter before the courts.
\r\nAlternative dispute resolution: we are not currently registered with a certified alternative dispute resolution (ADR) provider and are not obliged to use one. If we cannot resolve your complaint through our internal process, you remain free to pursue the matter through the courts.
\r\nClaims relating to the cleaning service itself (for example damage, theft, or the quality of the clean) are claims against the Cleaner, who is an independent contractor required to hold Public Liability Insurance of at least £1,000,000. We will assist by facilitating contact between you and the Cleaner and, where relevant, their insurer.
\r\n\r\nCleanSnap is a marketplace platform, not a cleaning service provider. We facilitate connections between Customers and Cleaners but do not guarantee, endorse, or take responsibility for the quality, safety, or legality of any cleaning service provided through the Platform.
\r\nTo the maximum extent permitted by law:
\r\nNothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
\r\n\r\nAll content on the Platform (including but not limited to logos, text, graphics, software, and the AI quote system) is owned by CleanSnap or its licensors. You may not copy, modify, distribute, or create derivative works from our content without our written permission.
\r\nBy uploading photos or content to the Platform, you grant CleanSnap a non-exclusive, royalty-free licence to use that content solely for the purposes of operating the Platform and providing the services — for example generating and validating your cleaning quote and handling bookings, complaints and disputes. We do not use your photos or content to train AI models.
\r\n\r\nYour use of the Platform is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal data, and the lawful bases on which we process it.
\r\n\r\nYou may close your account at any time through the app settings or by contacting us. We may suspend or terminate your account at our discretion if you breach these Terms, engage in fraudulent or abusive behaviour, or for any other reason with reasonable notice.
\r\nUpon termination, any outstanding payments owed to or by you will be settled. Sections that by their nature should survive termination (including Limitation of Liability, Intellectual Property, and Governing Law) will continue to apply.
\r\n\r\nWe may revise these Terms at any time. Material changes will be communicated through the app with a request to review and accept the updated Terms. If you do not agree to the updated Terms, you should stop using the Platform and close your account.
\r\n\r\nThese Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
\r\nIf you are a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Terms affects your rights as a consumer to rely on such mandatory provisions of local law.
\r\n\r\nVersion 1.1 — Last updated: July 2026
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