CleanSnap (\"we\", \"us\", \"our\") is a trading name of CleanSnap Ltd (company registration pending). 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\").
\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.
\nContact us: support@cleansnap.co.uk
\n\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.
\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.
\n\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.
\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.
\n\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.
\nYou must notify us immediately at support@cleansnap.co.uk if you suspect unauthorised access to your account.
\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.
\n\nCleanSnap charges a 15% service fee on each booking. This fee is added to the Cleaner's price and is paid by the Customer as part of the total booking amount. The service fee covers platform operation, AI quote generation, payment processing, customer support, and dispute resolution.
\n\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.
\n\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.
\n\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.
\n\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:
\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.
\n\nCleaners who cancel accepted jobs may face penalties including reduced visibility on the platform or account suspension for repeated cancellations. Customers will receive a full refund if a Cleaner cancels.
\n\nIf you are unhappy with a cleaning service, you must raise a complaint within 48 hours of the service being completed. We will review your complaint and may offer:
\nRefunds are processed to your original payment method and typically take 5-10 business days to appear on your statement.
\n\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.
\n\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.
\n\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.
\n\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 within 48 hours of the service.
\nOur dispute resolution process:
\nOur decision on disputes is final. Nothing in this section affects your statutory rights as a consumer.
\n\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.
\nTo the maximum extent permitted by law:
\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.
\n\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.
\nBy uploading photos or content to the Platform, you grant CleanSnap a non-exclusive, worldwide, royalty-free licence to use that content for the purposes of providing and improving the Platform, including AI training for quote accuracy.
\n\nYour use of the Platform is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal data. By using the Platform, you consent to the practices described in the Privacy Policy.
\n\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.
\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.
\n\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.
\n\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.
\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.
\n\nLast updated: March 2026
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