Terms of Service for Cleaners

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

1. Agreement to Terms

By registering as a service provider on SofaCleaner.org ("the Platform," "we," "us," or "our"), you ("Cleaner," "Service Provider," "you," or "your") agree to be bound by these Terms of Service, our Privacy Policy, and all applicable laws and regulations.

2. Independent Contractor Relationship

2.1 Status

You are an independent contractor, not an employee. SofaCleaner.org is a booking and routing service that sends customer enquiries to suitable cleaners. We do not control how, when, or where you perform cleaning services. You maintain complete autonomy over your business operations.

2.2 Business Responsibilities

As an independent contractor, you are responsible for:

• All business licensing and registration requirements
• Tax obligations and National Insurance contributions
• Public liability insurance and other business insurance
• Equipment, materials, and transportation
• Customer service and service quality
• Health and safety compliance

3. Eligibility and Requirements

3.1 Mandatory Requirements

To join and maintain status on our platform, you must:

• Enhanced DBS Check: Valid enhanced disclosure within last 3 years
• Public Liability Insurance: Minimum £1,000,000 coverage
• UK Location: Be based in and eligible to work in the UK
• Professional Equipment: Own appropriate cleaning equipment and vehicle
• Experience: Minimum 2 years relevant cleaning experience
• Communication: Smartphone and reliable internet access

3.2 Ongoing Compliance

You must maintain these requirements throughout your platform membership and provide updated documentation when requested.

4. Commission Structure

4.1 Commission Rate

18% Commission: You pay SofaCleaner.org 18% of the total amount invoiced to customers for jobs booked through our platform. Commission applies only to completed, paid jobs.

4.2 No Additional Fees

We do not charge:

• Monthly subscription fees
• Setup or registration fees
• Quote submission fees
• Profile maintenance fees
• Payment processing fees

4.3 Commission Payment

Commission payment terms:

• Invoicing: Weekly invoices sent every Friday
• Payment Due: 7 days from invoice date
• Method: Direct debit (preferred) or bank transfer
• Records: Detailed breakdown of all chargeable jobs

5. Service Standards

5.1 Quality Requirements

You agree to:

• Provide professional, high-quality cleaning services
• Use appropriate equipment and cleaning products
• Arrive punctually for confirmed appointments
• Dress professionally and represent the platform positively
• Maintain customer confidentiality and privacy
• Follow health and safety best practices

5.2 Response Time Standards

To maintain good standing on the platform:

• Quote Requests: Respond within 2 hours during business hours
• Customer Messages: Reply within 4 hours when possible
• Booking Confirmations: Confirm appointments within 24 hours

5.3 Rating Maintenance

Maintain a minimum 4.0/5.0 customer rating average. Consistent poor ratings may result in platform suspension pending performance review.

6. Booking and Payment Process

6.1 Quote Submission

When submitting quotes:

• Provide competitive, fair pricing
• Include all costs and potential additional charges
• Specify availability and preferred appointment times
• Ask clarifying questions when job details are unclear

6.2 Customer Payments

Direct Payment: Customers pay you directly using your preferred method (cash, bank transfer, card reader). We do not process customer payments.

6.3 Job Completion

After completing each job:

• Ensure customer satisfaction before leaving
• Complete any required job documentation
• Submit job completion report to SofaCleaner.org within 24 hours
• Provide before/after photos if requested

7. Cancellation Terms

7.1 Cleaner Cancellation

If you need to cancel a confirmed booking:

• 24+ hours notice: No penalty
• 4-24 hours notice: Must offer alternative date/cleaner
• Less than 4 hours: May impact platform rating
• No-show: Subject to platform suspension

7.2 Customer Cancellation

For customer-initiated cancellations:

• You may charge reasonable cancellation fees per your quote terms
• Commission still applies to any cancellation fees collected
• We support reasonable cancellation policies in customer disputes

8. Platform Usage Rules

8.1 Prohibited Activities

You may not:

• Bypass the platform to avoid paying commission on platform-generated leads
• Solicit direct bookings from platform customers for 6 months after first contact
• Use customer data for marketing non-cleaning services
• Subcontract work without customer and platform consent
• Provide false information or fake reviews
• Spam customers with excessive communications

8.2 Data Protection

You must:

• Comply with UK GDPR and data protection laws
• Use customer data only for providing booked services
• Maintain customer privacy and confidentiality
• Securely dispose of customer information after service completion

9. Insurance and Liability

9.1 Required Insurance

You must maintain:

• Public Liability: Minimum £1,000,000 coverage
• Professional Indemnity: Recommended £250,000+ coverage
• Equipment Insurance: To protect your business assets

9.2 Indemnification

You indemnify SofaCleaner.org against claims arising from your cleaning services, including property damage, personal injury, or service disputes.

9.3 Platform Liability

SofaCleaner.org is not liable for loss of income, equipment damage, or business interruption affecting your cleaning business.

10. Intellectual Property

By uploading photos, descriptions, or other content to your profile, you grant us permission to use this content for marketing and platform promotion while maintaining your ownership rights.

11. Termination Conditions

11.1 Voluntary Termination

You may leave the platform at any time with 14 days' written notice. Outstanding bookings must be completed or transferred to another cleaner.

11.2 Platform Termination

We may terminate your access for:

• Breach of these terms
• Consistent poor customer ratings or complaints
• Failure to maintain required insurance or certifications
• Fraudulent activity or misrepresentation
• Non-payment of commission fees

11.3 Post-Termination

After termination:

• Commission obligations continue for jobs completed while on platform
• Customer contact restrictions remain in effect for 6 months
• Profile information will be removed within 30 days

12. Dispute Resolution

12.1 Internal Resolution

For customer service disputes, we provide mediation support to reach fair resolutions. For platform-related disputes, contact our cleaner support team within 14 days.

12.2 Arbitration

Disputes exceeding £10,000 may be subject to binding arbitration under UK arbitration rules. Smaller disputes will be resolved through appropriate court procedures.

13. Changes to Terms

We may update these terms with 30 days' notice to active cleaners. Material changes affecting commission structure or core requirements will include a 60-day notice period.

14. Governing Law

These terms are governed by English law. Legal proceedings shall be brought in the courts of England and Wales.

15. Contact Information

For questions about these terms:

• Email: [email protected]
• Phone: +44 7123 456789
• Platform Support: Available Monday-Saturday, 8:00 AM - 8:00 PM