Terms of website use (these terms)
Welcome to the Tidiy website terms and conditions for use (“Terms”). These Terms apply to the use of this Website and by accessing this Website and/or making a Booking for Services you agree to be bound by the Terms set out below. If you do not agree to be bound by these Terms please do not use our Website. By accepting a quote and making a booking either over the phone, e-mail, or website, you acknowledge and agree to abide by these Terms. Tidiy Limited is registered in England and Wales under company number 15483334.
Tidiy Limited acts as an introductory agent for a range of service providers and is authorised by such service providers to enter into contracts with you on their behalf. Tidiy Limited will do this by taking your booking enquiry and allocating the booking to an appropriate service provider.
Before you place an order with us, if you have any questions relating to these Terms please contact our support team by email at enquiries@tidiy.co.uk
1. DEFINITIONS
1.1 In these Terms of Business, the following definitions apply:
“The Company,” “Us,” “We” – means Tidiy Limited (Tidiy).
“Cleaner” – means the person providing cleaning services on behalf of the Company.
“Customer” – means the person or corporate body, together with any subsidiary or associated company as defined by the Companies Act 2006, to whom the cleaning services are provided by the Company.
“Services”,”Regular Cleaning”,”Deep Cleaning”,”One-Off Cleaning” – means the cleaning services carried out on behalf of the Company.
“Cleaning Visit” – means the visit to the Customer’s address by the Cleaner to carry out the Service.
1.2 Unless the context requires otherwise, references to the singular include the plural, and references to the masculine include the feminine and vice versa.
1.3 The Headings contained in these Terms are for convenience only and do not affect their interpretations.
2. CONTRACT
2.1 Agreement between Tidiy and the Customer
These Terms and Conditions establish a binding agreement between Tidiy and the Customer.
2.2 Compliance with Regulations and Codes
Both parties commit to fulfilling their respective obligations under this agreement in accordance with all relevant statutory regulations and codes of conduct.
2.3 Acceptance of Terms
By utilizing any of Tidiy’s cleaning services, including placing orders via phone, live chat, email, or website forms, the Customer acknowledges and accepts these Terms and Conditions. The Customers must be at least 18 (eighteen) years of age to use the Tidiy platform.
2.4 Precedence of Terms
Unless expressly agreed upon in writing by a manager of Tidiy, these Terms and Conditions 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 will be considered valid unless it receives written approval from a manager of Tidiy.
4. PAYMENT
General
4.1. Price Transparency on Tidiy Platform
The pricing of services on the Tidiy platform may undergo periodic adjustments, and we are dedicated to maintaining accurate and up-to-date prices on our website.
4.2. Determination of Prices
Prices are calculated based on the specified hourly rate, influenced by factors such as the booking date, time and location.
4.4. Additional Costs
Any currency conversion costs or other charges incurred during payment will be borne by you in addition to the service price.
Our Payment Partner – Stripe
4.5. Payment Processing Through Stripe
We utilize ‘Stripe’ as our payment processing partner. By placing a booking with us, you authorise Tidiy Ltd, through Stripe, to instruct your card-issuing financial institution to process payments in accordance with the Booking Terms and Conditions.
4.6. Payment Authorization
Tidiy reserves the right to decline your payment method in cases of insufficient funds, suspicions of fraud, or for any other valid reason.
4.7. Pre-authorization of Payment
Tidiy holds the estimated amount on your card post-booking to ensure payment upon service completion.
4.8. Actual Payment Post-Service
Payment for the service will be processed after your cleaning is completed. The final payable amount may be subject to change if customers request additional time or services beyond the initially booked duration. Any adjustments will be communicated to the customer and reflected in the updated payment details.
4.9. User Responsibility
You are responsible for maintaining the confidentiality of your username, password, or other security information used to access the payment facility and/or the Tidiy platform.
4.10. Terms of Acceptance
4.10.1. Under the Strong Customer Authentication Regulation (SCA), you grant Tidiy, via Stripe, permission to charge your on-file credit card, debit card, or other approved payment methods for owed fees. The payment initiation is for ‘one-off’ payments, determined by the actual time incurred in providing the service.
4.10.2. All information provided in monetary transactions with the service must be accurate, complete, and current.
4.10.3. You agree to pay all charges incurred by Tidiy or Tidiy cleaners at the prices in effect during the transaction.
5. REFUNDS
5.1. Satisfaction Guarantee with Tidiy
Tidiy does not offer refunds for services provided. We highly recommend customers thoroughly inspect the cleaning before the cleaner leaves to ensure complete satisfaction with the results.
5.2. Dissatisfaction Reporting
In the event of dissatisfaction with the service, any issues must be reported within 24 hours of the service’s completion. Tidiy will then make every effort to address and rectify these concerns.
5.3. Reservation of Rights
Tidiy reserves the right to periodically revise or amend these Booking Terms and Conditions.
6. CANCELLATION
Time is a valuable resource for both clients and cleaners, which is why we have implemented a Cancellation Policy to address both client and cleaner needs, including rescheduling. By accepting our terms and conditions, you acknowledge and agree to the conditions outlined in this cancellation policy.
In the event that a client cancels a job either before the scheduled start time or at the last minute, it results in a loss of income for our cleaners and disrupts their established schedules. The cancellation fees charged to clients are intended to compensate for the time invested by the cleaners and cover the associated costs incurred by the Tidiy platform.
6.1.1 If the customer cancels the booked Services within 48 hours prior to the scheduled service, a 100% cancellation fee will apply.
6.1.2 If the customer cancels the booked Services before 48 hours of the scheduled service, a 25% cancellation fee will apply.
6.1.3 The cancellation fee will be calculated based on the total price of the Services, as specified in the Booking Confirmation Email.
6.1.4 Cancellation requests must be made by contacting Tidiy through the provided contact details.
6.1.5 If the customer fails to provide access to the property within a reasonable time, which is 5 – 10 minutes depending on the weather conditions, Tidiy reserves the right to cancel the booking, and a 100% cancellation fee will be applied.
6.1.6 Tidiy reserves the right to modify or waive the cancellation fee under exceptional circumstances, at its sole discretion.
1. Definitions
1.1 In these Terms of Business, the following definitions apply:
“The Company,” “Us,” “We” – means Tidiy Limited (Tidiy).
“Cleaner” – means the person providing cleaning services on behalf of the Company.
“Customer” – means the person or corporate body, together with any subsidiary or associated company as defined by the Companies Act 2006, to whom the cleaning services are provided by the Company.
“Services”,“End of Tenancy Cleaning”, “After Builders Cleaning”,”Sparkle Cleaning” – means the cleaning services carried out on behalf of the Company.
“Cleaning Visit” – means the visit to the Customer’s address by the Cleaner to carry out the Service.
1.2 Unless the context requires otherwise, references to the singular include the plural, and references to the masculine include the feminine and vice versa.
1.3 The Headings contained in these Terms are for convenience only and do not affect their interpretations.
1. Definitions
1.1 In these Terms of Business, the following definitions apply:
“The Company,” “Us,” “We” – means Tidiy Limited (Tidiy).
“Cleaner” – means the person providing cleaning services on behalf of the Company.
“Customer” – means the person or corporate body, together with any subsidiary or associated company as defined by the Companies Act 2006, to whom the cleaning services are provided by the Company.
“Services”,“Professional Carpet Steam Cleaning”, “Professional Upholstery Steam Cleaning” – means the cleaning services carried out on behalf of the Company.
“Cleaning Visit” – means the visit to the Customer’s address by the Cleaner to carry out the Service.
1.2 Unless the context requires otherwise, references to the singular include the plural, and references to the masculine include the feminine and vice versa.
1.3 The Headings contained in these Terms are for convenience only and do not affect their interpretations.
2. CONTRACT
2.1 Agreement between Tidiy and the Customer
These Terms and Conditions establish a binding agreement between Tidiy and the Customer.
2.2 Compliance with Regulations and Codes
Both parties commit to fulfilling their respective obligations under this agreement in accordance with all relevant statutory regulations and codes of conduct.
2.3 Acceptance of Terms
By utilizing any of Tidiy’s cleaning services, including placing orders via phone, live chat, email, or website forms, the Customer acknowledges and accepts these Terms and Conditions.The Customers must be at least 18 (eighteen) years of age to use the Tidiy platform.
2.4 Precedence of Terms
Unless expressly agreed upon in writing by a manager of Tidiy, these Terms and Conditions 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 will be considered valid unless it receives written approval from a manager of Tidiy.
4. PAYMENT
General
4.1. Price Transparency on Tidiy Platform
The pricing of services on the Tidiy platform may undergo periodic adjustments, and we are dedicated to maintaining accurate and up-to-date prices on our website.
4.2. Determination of Prices
Prices are calculated based on booking date, time, location, and the size of the Property, considering details like the number of bedrooms, living rooms, dining rooms, kitchens and bathrooms and etc.
4.3. Additional Costs
Any currency conversion costs or other charges incurred during payment will be borne by you in addition to the service price.
Our Payment Partner – Stripe
4.4. Payment Processing Through Stripe
We utilize ‘Stripe’ as our payment processing partner. By placing a booking with us, you authorise Tidiy Ltd, through Stripe, to instruct your card-issuing financial institution to process payments in accordance with the Booking Terms and Conditions.
4.5. Payment Authorization
Tidiy reserves the right to decline your payment method in cases of insufficient funds, suspicions of fraud, or for any other valid reason.
4.6. Pre-authorization of Payment
Tidiy holds the estimated amount on your card post-booking to ensure payment upon service completion.
4.7. Actual Payment Post-Service
Payment for the service will be processed after your cleaning is completed. The final payable amount may be subject to change if customers request additional time or services beyond the initially booked duration. Any adjustments will be communicated to the customer and reflected in the updated payment details.
4.8. User Responsibility
You are responsible for maintaining the confidentiality of your username, password, or other security information used to access the payment facility and/or the Tidiy platform.
4.9. Terms of Acceptance
4.9.1. Under the Strong Customer Authentication Regulation (SCA), you grant Tidiy, via Stripe, permission to charge your on-file credit card, debit card, or other approved payment methods for owed fees. The payment initiation is for ‘one-off’ payments, determined by the actual time incurred in providing the service.
4.9.2. All information provided in monetary transactions with the service must be accurate, complete, and current.
4.9.3. You agree to pay all charges incurred by Tidiy or Tidiy cleaners at the prices in effect during the transaction.
5. REFUNDS
5.1. Satisfaction Guarantee with Tidiy
Tidiy does not offer refunds for services provided. We highly recommend customers thoroughly inspect the cleaning before the cleaner leaves to ensure complete satisfaction with the results.
5.2. Dissatisfaction Reporting
In the event of dissatisfaction with the service, any issues must be reported within 24 hours of the service’s completion. Tidiy will then make every effort to address and rectify these concerns.
5.3. Reservation of Rights
Tidiy reserves the right to periodically revise or amend these Booking Terms and Conditions.
6. CANCELLATION
Time is a valuable resource for both clients and cleaners, which is why we have implemented a Cancellation Policy to address both client and cleaner needs, including rescheduling. By accepting our terms and conditions, you acknowledge and agree to the conditions outlined in this cancellation policy.
In the event that a client cancels a job either before the scheduled start time or at the last minute, it results in a loss of income for our cleaners and disrupts their established schedules. The cancellation fees charged to clients are intended to compensate for the time invested by the cleaners and cover the associated costs incurred by the Tidiy platform.
6.1.1 If the customer cancels the booked Services within 48 hours prior to the scheduled service, a 100% cancellation fee will apply.
6.1.2 If the customer cancels the booked Services before 48 hours of the scheduled service, a 25% cancellation fee will apply.
6.1.3 The cancellation fee will be calculated based on the total price of the Services, as specified in the Booking Confirmation Email.
6.1.4 Cancellation requests must be made by contacting Tidiy through the provided contact details.
6.1.5 If the customer fails to provide access to the property within a reasonable time, which is 10 – 15 minutes depending on the weather conditions, Tidiy reserves the right to cancel the booking, and a 100% cancellation fee will be applied.
6.1.6 Tidiy reserves the right to modify or waive the cancellation fee under exceptional circumstances, at its sole discretion.
7. COMPLAINTS
7.1. Lodge a Complaint or Share Feedback
Should you wish to file a complaint or provide constructive feedback about one of our cleaners or the service in general, please promptly reach out to us at enquiries@tidiy.co.uk. We will then initiate contact with the cleaner and work towards resolving any concerns on your behalf.
7.2. Direct Communication with Tidiy Cleaner
In case of dissatisfaction with the service received from a cleaner, your first step should be to communicate directly with the cleaner while they are still on the property, in an attempt to promptly resolve the issue.
7.3. Escalating Unresolved Issues
If, after direct communication with the cleaner, the issue remains unresolved, please inform us, and we will make efforts to address and resolve the matter. If resolution proves challenging following contact with the cleaner, you have the option to arrange for the re-performance of the disputed or complained-about aspect of the service by an alternative cleaner, at no additional cost to you.
8. Direct Employment Fee
You are liable for a direct employment fee of £1500.00 per cleaner, should you directly engage (either legally or on a cash basis) anyone currently associated with the Company, whether they are employed or self-employed. You agree to pay this fee whether you notify the Company of your action or the Company discovers this employment independently at any time after it occurs. This fee covers the costs associated with recruitment, training, and loss of a valuable team member.
9. Checklists
We shall provide the client a checklist on request or ask all clients to leave a list of priorities for the cleaner. This means that the cleaner can tick off top to bottom what they are able to do within the allotted time.
10. Claims
10.1. Tidiy’s public liability insurance will cover damages caused by a cleaning operative working on behalf of Tidiy up to £1,000,000.00. In order to keep our prices competitive all claims are subject to an excess of £100.00 payable by the client.
10.2. The Client agrees that due to the nature of the service Tidiy guarantees only to correct any problems reported within 24 hours in order to be accepted as a valid claim. Failure to do so will entitle the Client to nothing. Tidiy may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested to Tidiy directly and subject to approval by Tidiy.
10.3. The Client waives his right to stop payment on his cheque unless Tidiy fails to make good on the guarantee.
10.4. While the Cleaners make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, Tidiy requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the cleaning operatives.
10.5. In case of damage, Tidiy will repair the item at its cost. If the item cannot be repaired Tidiy will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from Tidiy’s source upon payment of cleaning services rendered.
10.6. Tidiy shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
10.7. Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by Tidiy and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.
10.8. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.
11. Liability
11.1. Tidiy’s Responsibilities:
11.2. We are responsible for managing your bookings and making them available to the cleaners.
11.3. We handle the processing of payments made by you in relation to your bookings.
11.4. We are accountable for vetting the cleaners and ensuring they possess appropriate insurance coverage. We insure that the cleaners have suitable professional insurance.
11.5. Additionally, we conduct Basic Disclosure and Barring Service checks (DBS) and identity verifications based on identifying documents.
11.6. Tidiy shall not be liable under any circumstances for any loss, expense, damage, delay, costs, or compensation (whether direct, indirect, or consequential) suffered or incurred by the Client arising from or in any way connected with a late arrival of Tidiy operatives at the service address. Tidiy endeavors to be punctual on every visit, but occasionally, due to transport-related and other unforeseen issues beyond Tidiy’s control, operatives may arrive with a delay or the cleaning visit may need to be rescheduled.
11.7. Tidiy shall not be liable under any circumstances for any loss, expense, damage, delay, costs, or compensation (whether direct, indirect, or consequential) suffered or incurred by the Client arising from or in any way connected with:
11.8. Tidiy shall not be liable for any existing damage to the Client’s property in the form of old stains, burns, spillages, etc., which cannot be completely cleaned or removed by the cleaning operative. Any damages valued at £100.00 or less shall be exempt from liability.
11.9. Our liability does not include any losses relating to your business, even if those losses are reasonably foreseeable. These types of losses include (for example) loss of income or revenue; loss of business; loss of profits; loss of anticipated savings; loss of data; or waste of management or office time.
12,. Supplementary Terms
12.1. If the Client requests Tidiy’s operatives to collect keys from a third party’s address, a £10.00 charge will apply for the pick-up of keys. Should the keys need to be returned to the third party’s address or any other location, an additional charge of £10.00 will apply.
12.2. Tidiy reserves the right to reassess rates at any time should there be changes to the Client’s initial list of tasks.
12.3. Tidiy reserves the right to amend the initial quotation if there are changes to the Client’s original requirements.
12.4. Estimates provided regarding the duration of the cleaning job are approximations based on the average time it takes to clean a home or office of similar size to the Client’s. Due to various factors, such as intervals between cleaning sessions and the number and type of tasks required, actual cleaning times may vary. One-off cleans may require more time to complete compared to regular maintenance cleaning.
12.5. The Client acknowledges that the quoted price may vary depending on the condition of the property and room sizes.
12.6. Tidiy will endeavor to arrange a replacement cleaner if the regular cleaner is unable to attend a scheduled visit, and will notify the Client beforehand.
12.7. Post-construction cleaning, event cleaning, or cleaning of badly neglected homes may require up to three times longer than cleaning a well-maintained home. Tidiy recommends considering specialized cleaning services such as Builders Cleaning or Event Cleaning for such cases.
12.8. Cleaning operatives are not permitted to hand wash any items of clothing belonging to the Client. Tidiy advises that operatives may only use a washing machine for such tasks.
12.9. All fragile and highly breakable items must be secured or removed prior to cleaning.
12.10. Tidiy reserves the right to make reasonable changes to the Terms and Conditions in agreement with the other party.
13. DATA PROTECTION
We will process any personal data provided by you in accordance with UK data protection legislation. Please see our Privacy Policy for further information on what personal data we process and for what purpose.
14. LEGAL JURISDICTION
14.1. Should any portion of these Booking Terms and Conditions be deemed invalid, unlawful, or unenforceable by a competent authority, such portion shall be severed from the remaining terms, conditions, and provisions, which will continue to be valid to the fullest extent permitted by law.
14.2. These Booking Terms and Conditions are subject to and governed by English law.
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