Terms of Service

Effective Date: 28 March 2024
Last Updated: 28 March 2024

1. Agreement to Terms

By accessing or using SofaCleaner.org ("the Service," "we," "us," or "our"), you ("Customer," "you," or "your") agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these terms, you may not use our services.

2. Description of Services

2.1 Service Model

SofaCleaner.org is a WhatsApp-first matching service that:

• Receives customer enquiries directly by message
• Routes those enquiries to available independent cleaning professionals
• Helps move booking conversations forward quickly
• May provide cleaner details, availability and pricing guidance where relevant

2.2 Important Disclaimer

SofaCleaner.org is not a traditional marketplace directory. We do not require customer onboarding, account creation, or profile browsing before a booking conversation begins. We do not provide cleaning services directly. All cleaning services are performed by independent contractors who are not employees of SofaCleaner.org. We act as a messaging-led intermediary to route customers to service providers quickly.

3. User Eligibility

You must:

• Be at least 18 years old
• Be located in the United Kingdom
• Provide accurate and current information
• Have authority to enter into binding agreements

4. Booking Process and Conditions

4.1 Quote Request Process

1. Customer messages SofaCleaner with service details, postcode and timing
2. We route the enquiry to a suitable cleaner or shortlist of cleaners
3. Pricing, availability and scope are clarified in chat
4. Customer confirms the preferred option and timing
5. Customer and cleaner complete the booking arrangement

4.2 Booking Confirmation

A booking is confirmed when you and the cleaner mutually agree on service details, timing, and pricing. SofaCleaner.org is not party to this agreement but may assist with communication and dispute resolution.

4.3 Service Requirements

You agree to:

• Provide accurate information about your cleaning requirements
• Ensure safe access to your property
• Be present or available during the cleaning appointment
• Provide reasonable working conditions
• Clear valuable or fragile items from the cleaning area

5. Pricing and Payment

5.1 Platform Fees

No Customer Fees: SofaCleaner.org does not charge customers any booking fees, service charges, or commissions. Our revenue comes from commissions paid by cleaning professionals.

5.2 Service Payment

Payment for cleaning services is made directly to the cleaner. Payment terms, methods, and timing are arranged between you and the cleaner. Common payment methods include:

• Cash payment upon completion
• Bank transfer before or after service
• Card payment (if cleaner accepts)

5.3 Pricing Disputes

Price quotes provided through our platform are estimates. Final pricing may vary based on actual conditions found on-site. Any pricing disputes should be resolved directly with the cleaner, though we may provide mediation assistance.

6. Cancellation Policy

6.1 Customer Cancellation

You may cancel your booking according to these guidelines:

• 24+ hours notice: No cancellation fee
• 4-24 hours notice: May incur reasonable cancellation fee
• Less than 4 hours: May be charged for cleaner's travel time and preparation
• Same-day cancellation: May be charged up to 50% of quoted service fee

6.2 Cleaner Cancellation

If a cleaner cancels, we will attempt to arrange an alternative cleaner or provide a full refund of any advance payments. We are not liable for consequential damages from cleaner cancellations.

7. Quality Assurance and Complaints

7.1 Service Standards

All cleaners on our platform must:

• Hold valid enhanced DBS checks
• Maintain public liability insurance (minimum £1M)
• Use professional-grade equipment
• Maintain satisfactory customer ratings

7.2 Service Guarantee

While we cannot guarantee service outcomes (as services are provided by independent contractors), we will investigate complaints and work with both parties to resolve issues. Remedies may include:

• Return visit by the same cleaner at no charge
• Partial or full refund (subject to investigation)
• Service by alternative cleaner

7.3 Complaint Process

To raise a complaint:

1. Contact us within 48 hours of service completion
2. Provide detailed description and photographic evidence if applicable
3. Allow us 7 business days to investigate and respond
4. Cooperate with any resolution efforts

8. Liability Limitations

8.1 Platform Liability

SofaCleaner.org's liability is limited to our role as an intermediary platform. We are not liable for:

• Quality or timeliness of cleaning services
• Actions or omissions of cleaning professionals
• Damage to property during cleaning
• Theft or loss occurring during service appointments
• Personal injury related to cleaning services

8.2 Maximum Liability

Our total liability for any claims arising from use of our platform shall not exceed the greater of £100 or the amount of fees (if any) paid to us in the 12 months preceding the claim.

8.3 Insurance Coverage

All cleaners are required to carry public liability insurance. For damage or loss claims, you should first contact the cleaner's insurance provider. We can assist with providing insurance details and supporting your claim.

9. Intellectual Property

All content on SofaCleaner.org, including text, graphics, logos, and software, is owned by us or licensed to us and protected by UK and international copyright laws. You may not reproduce, distribute, or create derivative works without written permission.

10. User Conduct

You agree not to:

• Use our platform for illegal purposes
• Harass, threaten, or discriminate against cleaners
• Provide false information or impersonate others
• Interfere with platform security or functionality
• Attempt to bypass our booking system
• Post inappropriate content or reviews

11. Dispute Resolution

11.1 Internal Resolution

We encourage customers and cleaners to resolve disputes amicably. We provide mediation services to help reach mutually acceptable solutions.

11.2 Formal Proceedings

If internal resolution fails, disputes shall be resolved through the English courts. Small claims court procedures may be appropriate for service-related disputes under £10,000.

12. Termination

We may terminate or suspend your access to our services immediately for breach of these terms. You may stop using our services at any time. Termination does not affect existing bookings or obligations.

13. Changes to Terms

We may modify these terms at any time by posting updated terms on our website. Material changes will be communicated via email or platform notifications. Continued use after changes constitutes acceptance of new terms.

14. Governing Law

These terms are governed by English law. Any legal proceedings must be brought in the courts of England and Wales. If any provision is found unenforceable, the remainder of the terms shall remain in full force and effect.

15. Contact Information

For questions about these terms, contact us:

• Email: [email protected]
• Phone: +44 7123 456789
• Address: [Business Address], UK
• Business hours: Monday-Saturday, 8:00 AM - 8:00 PM