TERMS AND CONDITIONS OF BUSINESS

Services Covered:

• Regular Cleaning, Deep Cleaning and One-Off Cleaning
• End of Tenancy Cleaning, After Builders Cleaning and Sparkle Cleaning
• Professional Carpet Steam Cleaning and Professional Upholstery Steam Cleaning

These Terms and Conditions govern the provision of cleaning services by Tidiy Platform Limited (“Tidiy”, “the Company”, “we”, “us” or “our”).

1. DEFINITIONS

1.1) In these Terms and Conditions, the following definitions apply:

• “The Company”, “Us”, “We” or “Our” means Tidiy Platform Limited (Tidiy).
• “Cleaner” or “Cleaning Operative” means the individual or professional providing cleaning services on behalf of the Company.

• “Customer”, “Client” or “You” means the individual or corporate body, including any subsidiary or associated company as defined by the Companies Act 2006, to whom cleaning services are provided by the Company.

• “Services” means any cleaning services arranged or provided through Tidiy, including Regular Cleaning, Deep Cleaning, One-Off Cleaning, End of Tenancy Cleaning, After Builders Cleaning, Sparkle Cleaning, Professional Carpet Steam Cleaning and Professional Upholstery Steam Cleaning.

• “Cleaning Visit” means the visit by a Cleaner to the Customer’s property to carry out the agreed Services.

• “Property” or “Premises” means the residential or commercial address where the Services are to be performed.

• “Booking” or “Order” means a request made by the Customer for the provision of Services through the Tidiy platform.

1.2) Unless the context requires otherwise, references to the singular include the plural, and references to any gender include all genders.

1.3) Headings contained in these Terms and Conditions are for convenience only and shall not affect their interpretation.

2. CONTRACT

2.1) Agreement Between Tidiy and the Customer

These Terms and Conditions establish a binding agreement between Tidiy Platform Limited and the Customer in relation to the provision and arrangement of cleaning Services.

2.2) Compliance with Regulations and Codes

Both parties agree to fulfil their respective obligations under this agreement in accordance with all applicable statutory regulations and relevant codes of conduct.

2.3) Acceptance of Terms

By using any of Tidiy’s cleaning services or placing an Order through telephone, live chat, email or website forms, the Customer acknowledges and agrees to these Terms and Conditions.

Customers must be at least 18 years of age to use the Tidiy platform and book Services.

2.4) Precedence of Terms

Unless expressly agreed otherwise in writing by an authorised manager of Tidiy, these Terms and Conditions shall take precedence over any other terms of business or purchase conditions proposed by the Customer.

2.5) Variation Approval

No modification or amendment to these Terms and Conditions shall be valid unless approved in writing by an authorised manager of Tidiy.

3. MAKING A BOOKING

3.1) Verification of Identity

To fulfil our service requirements, we may request valid proof of identity where reasonably necessary.

3.2) Booking Responsibilities

Bookings should be made under the Customer’s own name. Where a Booking is made under another person’s name, that individual shall be responsible for contacting Tidiy regarding the booked Service and addressing any related issues.

3.3) Booking Process

Customers may select the required Service, Property location and preferred date and time through the Tidiy platform.

Depending on the Service selected, Customers may be required to provide additional information, including:

• Property size and layout.
• Number of bedrooms, living rooms, dining rooms, kitchens and bathrooms.
• Property condition and level of cleanliness.
• Number and type of carpets or upholstered items.
• Specific cleaning requirements or additional tasks.

Based on the information provided, Tidiy will supply an estimated price and, where applicable, an estimated duration for the Service.

Customers may submit an Order if they wish to proceed.

3.4) Order Confirmation

Upon submitting an Order, the Customer will receive an email acknowledging receipt of the request (“Order Confirmation”).

Please note that a Booking is only confirmed once the Customer receives a separate Booking Confirmation.

3.5) Conduct and Working Environment

Customers must treat Tidiy Cleaners courteously and lawfully.

Customers must ensure that the Property is safe, accessible and provides an appropriate working environment in compliance with applicable laws and regulations.

3.6) Personal Safety and Possessions

Customers should exercise reasonable caution to protect their personal safety and property when interacting with individuals they do not know.

Tidiy conducts Basic Disclosure and Barring Service (DBS) checks and identity verification in accordance with its procedures.

Customers remain responsible for securing valuable, personal, fragile and sentimental possessions before the Cleaning Visit.

4. PAYMENT

4.1) Price Transparency

Prices displayed on the Tidiy platform may be amended periodically. Tidiy endeavours to maintain accurate and up-to-date pricing information.

4.2) Determination of Prices

The price of Services may depend on several factors, including:

• Booking date and time.
• Property location.
• Type of cleaning Service selected.
• Property size and layout.
• Number of bedrooms, living rooms, dining rooms, kitchens and bathrooms.
• Number and type of carpets and upholstered items.
• Condition of the Property or items being cleaned.
• Cleaning requirements and additional tasks requested.

For hourly cleaning Services, pricing will be calculated using the applicable hourly rate.

For End of Tenancy, After Builders, Sparkle, Carpet and Upholstery Cleaning, pricing may be determined by the property details, measurements, items being cleaned and the nature of the work required.

4.3) Additional Costs

Any currency conversion costs or other charges incurred during payment shall be borne by the Customer in addition to the Service price.

4.4)  Payment Processing Through Stripe

Tidiy uses Stripe as its payment processing partner.

By placing a Booking, the Customer authorises Tidiy, through Stripe, to instruct their card-issuing financial institution to process payments in accordance with these Terms and Conditions.

4.5) Payment Authorisation

Tidiy reserves the right to decline a payment method where there are insufficient funds, suspected fraudulent activity or another valid reason.

4.6) Pre-authorisation of Payment

Following a Booking, Tidiy may place a pre-authorisation hold on the Customer’s payment card for the estimated amount to help ensure payment upon completion of the Service.

4.7) Actual Payment Following Completion

Payment will normally be processed after the cleaning Service has been completed.

The final payable amount may change where the Customer requests additional time, additional tasks or Services beyond the original Booking.

Any adjustments to the payable amount will be communicated to the Customer and reflected in the updated payment details.

4.8) User Responsibility

Customers are responsible for maintaining the confidentiality of their usernames, passwords and other security information used to access the Tidiy platform or payment facilities.

4.9) Terms of Payment Acceptance

4.9.1) In accordance with applicable Strong Customer Authentication (SCA) requirements, the Customer authorises Tidiy, through Stripe, to charge their registered credit card, debit card or other approved payment method for fees properly due.

Payments will be treated as individual transactions based on the actual Services and time incurred.

4.9.2) All information supplied in connection with monetary transactions must be accurate, complete and up to date.

4.9.3) The Customer agrees to pay all charges properly incurred in connection with the Services at the prices applicable at the time of the transaction.

5. REFUNDS AND SERVICE DISSATISFACTION

5.1) Satisfaction Guarantee

Tidiy does not routinely offer refunds for Services already provided.

Customers are strongly encouraged to inspect the cleaning before the Cleaner leaves the Property to ensure that the agreed work has been completed satisfactorily.

Nothing in this clause affects any statutory rights the Customer may have under applicable consumer protection legislation.

5.2) Reporting Dissatisfaction

Any dissatisfaction, concerns or issues relating to a completed Service must be reported to Tidiy within 24 hours of completion.

Tidiy will make reasonable efforts to investigate and address reported concerns.

5.3) Reservation of Rights

Tidiy reserves the right to periodically revise or amend these Terms and Conditions, subject to applicable law.

6. CANCELLATIONS AND RESCHEDULING

Time is valuable to both Customers and Cleaners. Tidiy operates a cancellation policy intended to account for the time reserved by Cleaners and the administrative costs associated with arranging Services.

By accepting these Terms and Conditions, the Customer acknowledges the following cancellation provisions.

6.1 Customer Cancellations

6.1.1) Where the Customer cancels a Booking within 48 hours before the scheduled Service, a cancellation fee of 100% of the total Booking price will apply.

6.1.2) Where the Customer cancels a Booking more than 48 hours before the scheduled Service, a cancellation fee of 25% of the total Booking price will apply.

6.1.3) Cancellation fees will be calculated based on the total price of the Services specified in the Booking Confirmation email.

6.1.4) All cancellation requests must be submitted directly to Tidiy through the contact details provided on the Tidiy platform.

6.2 Failure to Provide Access

Where the Customer fails to provide access to the Property within a reasonable period, Tidiy reserves the right to cancel the Booking.

For Regular, Deep and One-Off Cleaning, the reasonable waiting period is approximately 5–10 minutes, depending on weather conditions.

For End of Tenancy, After Builders, Sparkle, Carpet and Upholstery Cleaning, the reasonable waiting period is approximately 10–15 minutes, depending on weather conditions.

Where a Booking is cancelled because access has not been provided, a 100% cancellation fee may apply.

6.3 Exceptional Circumstances

Tidiy reserves the right to amend, reduce or waive cancellation fees in exceptional circumstances at its discretion, subject to applicable law.

7. COMPLAINTS AND FEEDBACK

7.1) Making a Complaint

Customers wishing to make a complaint or provide feedback about a Cleaner or the Services should contact:

Email: [email protected]

Tidiy will review the complaint, contact the relevant Cleaner where appropriate and make reasonable efforts to resolve the issue.

7.2) Direct Communication with the Cleaner

Where a Customer is dissatisfied with a Service, they are encouraged to communicate the issue directly to the Cleaner while the Cleaner is still at the Property, where reasonably possible.

This may allow minor issues to be resolved immediately.

7.3) Escalation of Unresolved Complaints

If an issue cannot be resolved directly with the Cleaner, the Customer should contact Tidiy.

Following investigation, Tidiy may arrange for the disputed or complained-about aspect of the Service to be re-performed by an alternative Cleaner at no additional cost, where appropriate and agreed.

8. DIRECT EMPLOYMENT AND INTRODUCTION FEE

8.1) Where a Customer directly engages, employs or otherwise enters into a working arrangement with an individual currently associated with Tidiy, whether legally, informally or on a cash basis, a direct employment and introduction fee of £1,500 per Cleaner may become payable.

8.2) This provision applies whether the Cleaner is employed or self-employed and whether Tidiy is notified of the arrangement or subsequently discovers it.

8.3) The fee is intended to contribute towards recruitment, introduction, training, administration and associated business costs.

8.4) Any fee under this clause shall be subject to applicable law and the enforceability of the relevant contractual arrangement.

9. CLEANING CHECKLISTS AND PRIORITIES

9.1) Tidiy can provide Customers with a cleaning checklist upon request.

Alternatively, Customers may leave a list of priorities for the Cleaner before the Cleaning Visit.

9.2) Cleaners will use the checklist to prioritise tasks and complete as much of the agreed work as reasonably possible within the allotted time.

9.3) Where the Customer requests additional tasks or priorities beyond the original Booking, additional time or charges may be required.

10. CLAIMS, DAMAGE AND INSURANCE

10.1) Public Liability Insurance

Tidiy maintains public liability insurance arrangements intended to cover damage caused by cleaning operatives working on behalf of Tidiy, subject to the terms, conditions, exclusions and limits of the relevant insurance policy.

The stated public liability insurance cover is up to £1,000,000.

Claims may be subject to an excess of £100, subject to the applicable insurance policy and relevant legal requirements.

10.2) Reporting Claims

Customers must report any alleged damage, cleaning issue or other claim to Tidiy within 24 hours of the completion of the Service.

Tidiy may require access to the Property within that period to inspect or rectify the reported issue.

Any request for compensation, refunds or adjustments must be submitted directly to Tidiy for assessment.

10.3) Payment Obligations

Customers remain responsible for payment for Services properly provided, subject to any rights or remedies available under applicable law.

10.4) Existing and Fragile Items

Cleaners will take reasonable care when carrying out Services.

However, accidents may occasionally happen.

Customers are strongly advised to remove or secure any irreplaceable, fragile, valuable or sentimental possessions before the Cleaning Visit.

10.5) Repair or Compensation for Damage

Where damage is established as having been caused by a Cleaner acting on behalf of Tidiy, Tidiy will assess the circumstances and the appropriate remedy.

Where reasonably possible, Tidiy may arrange for the item to be repaired.

Where repair is not possible, compensation may be assessed by reference to the item’s reasonable present value, taking account of its age, condition and depreciation, subject to applicable law and insurance arrangements.

10.6) Surface Conditions and Installation

Tidiy shall not be responsible for damage arising from faulty, defective or improper installation of any item or surface, where the damage was not caused by Tidiy’s negligence or breach of duty.

Customers must inform Tidiy before the Service of any special surface requirements, previous treatments, defects, unsealed surfaces or other relevant conditions.

This is particularly important for marble, granite, natural stone, delicate flooring, specialist fabrics and other sensitive materials.

10.7) Fraudulent Claims

Any attempt to submit a fraudulent insurance claim or provide knowingly false information in connection with a claim may be referred to the relevant authorities and insurance providers.

Tidiy reserves its legal rights in relation to fraudulent conduct.

10.8) Lost Keys and Locksmith Fees

Where keys are lost by Tidiy’s cleaning operatives, reasonable key replacement or locksmith costs may be considered.

The maximum liability under this provision is £30 per location, subject to applicable law.

11. LIABILITY AND RESPONSIBILITIES

11.1) Tidiy’s Responsibilities

Tidiy is responsible for:

• Managing Customer Bookings through the Tidiy platform.
• Making confirmed Bookings available to Cleaners.
• Processing payments made in connection with Bookings.
• Vetting Cleaners in accordance with its procedures.
• Checking that Cleaners have appropriate insurance arrangements.
• Conducting identity verification and Basic Disclosure and Barring Service (DBS) checks in accordance with its procedures.

11.2) Delays and Late Arrivals

Tidiy endeavours to ensure that Cleaners arrive punctually for scheduled Cleaning Visits.

However, delays may occasionally occur due to transport difficulties, emergencies or other circumstances outside Tidiy’s reasonable control.

Where reasonably possible, Tidiy will notify the Customer of any significant delay or the need to reschedule.

Nothing in these Terms and Conditions excludes liability where such exclusion is prohibited by law.

11.3) Lack of Utilities

Tidiy shall not be responsible for a Service being delayed, interrupted or incomplete where the Property does not have an adequate supply of hot water or electricity required to carry out the agreed work.

11.4) Third Parties at the Property

Customers are responsible for informing Tidiy where other contractors, visitors or third parties will be present at the Property during the Cleaning Visit.

Tidiy shall not be responsible for damage caused by third parties or for delays arising from their presence, except where Tidiy is otherwise legally responsible.

11.5) Existing Stains and Damage

Tidiy cannot guarantee the complete removal of existing stains, burns, spillages, discolouration, odours or other pre-existing damage.

This is particularly relevant to carpet, upholstery, flooring and specialist cleaning Services.

The outcome of cleaning may depend on the age, type, severity and previous treatment of the stain or damage.

Customers acknowledge that certain stains and marks may be permanent.

11.6) Limitation of Liability

Nothing in these Terms and Conditions shall exclude or restrict any liability that cannot lawfully be excluded or restricted under English law, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights.

Subject to the above, Tidiy shall not be liable for indirect or consequential losses where such exclusion is permitted by law.

11.7) Business Losses

To the extent permitted by law, Tidiy shall not be liable for losses relating to a Customer’s business, including:

• Loss of income or revenue.
• Loss of business opportunities.
• Loss of profits.
• Loss of anticipated savings.
• Loss of data.
• Waste of management or office time.

12. SUPPLEMENTARY TERMS

12.1) Key Collection and Return

Where the Customer requests a Cleaner to collect keys from a third-party address, the following charges may apply:

• Key collection: £10.
• Key return to the third-party address or another agreed location: £10.

These charges will be communicated to the Customer where applicable.

12.2) Changes to Cleaning Requirements

Tidiy reserves the right to reassess the Service price where the Customer changes the original list of tasks or requests additional work.

12.3) Changes to Quotations

Tidiy reserves the right to amend an initial quotation where the Customer’s original requirements, Property details or requested Services change.

12.4) Estimated Cleaning Duration

Any estimated cleaning duration provided by Tidiy is an approximation based on the information supplied by the Customer and the average time required to clean a Property or item of a similar size and condition.

Actual cleaning times may vary depending on:

• Property size and layout.
• Condition of the Property.
• Length of time since the last professional or regular clean.
• Number and type of tasks requested.
• Number of rooms and bathrooms.
• Carpet and upholstery condition.
• Accessibility and other practical circumstances.

One-off cleaning Services may require more time than regular maintenance cleaning.

12.5) Property Condition and Size

Customers acknowledge that the quoted price may vary depending on the actual condition, size and layout of the Property and the scope of work required.

12.6) Replacement Cleaners

Where a regular Cleaner is unable to attend a scheduled visit, Tidiy will endeavour to arrange a replacement Cleaner and notify the Customer beforehand.

12.7) Specialist and Heavy-Duty Cleaning

After Builders Cleaning, post-construction cleaning, event cleaning and cleaning of heavily neglected Properties may require significantly more time than cleaning a well-maintained Property.

In certain circumstances, these Services may take up to three times longer than standard cleaning.

Tidiy recommends selecting the appropriate specialist Service when booking, particularly for post-construction and heavily soiled Properties.

12.8) Laundry

Cleaning operatives are not permitted to hand-wash clothing or other laundry belonging to the Customer.

Where laundry tasks are agreed, operatives may only use a washing machine.

12.9) Fragile Items

All fragile, delicate and highly breakable items must be secured or removed before the Cleaning Visit.

12.10) Changes to These Terms

Tidiy reserves the right to make reasonable amendments to these Terms and Conditions from time to time, subject to applicable law and any notice requirements.

13. DATA PROTECTION

Tidiy will process personal information supplied by Customers in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation and Data Protection Act 2018.

Further information about the personal data Tidiy collects, how it is used and the rights available to Customers is provided in the Tidiy Privacy Policy.

14. GOVERNING LAW AND JURISDICTION

14.1) Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a competent authority, that provision shall be treated as severed to the extent necessary.

The remaining provisions shall continue in force to the fullest extent permitted by law.

14.2) Governing Law

These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales.

14.3) Jurisdiction

Any disputes arising in connection with these Terms and Conditions shall be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory consumer protection rights concerning jurisdiction.

TIDIY PLATFORM LIMITED

For enquiries, complaints or assistance with bookings:

Email: [email protected]

Website: www.tidiy.co.uk

Company: Tidiy Platform Limited