These terms of use (together with any documents referred to in them) inform you the terms which you may make use of our website. https://cleanmedirect.com (the Site) whether as a guest or a registered user, including any bookings made for any services provided. Please read these terms of use carefully before you start to make any use of CleanMe Direct, as they will apply to your use of it (although please note that they will not apply to any third party services you request through CleanMe Direct). We recommend that you print a copy of these terms of use or save them to your computer or device for future reference.
By using CleanMe Direct, you confirm that you have read and accepted these terms of use and that you agree to comply with and be bound by them. If you do not agree to them, you must not use CleanMe Direct.
Please note that these terms of use do not apply to any cleaning or other services that you request from Service Providers (as defined below).
CleanMe Direct is a technology platform, accessed through the website, that connects users with third party Service Providers and certain other services as listed on the Site.
If you wish to contact us in writing, have a complaint or are required to give us notice in writing, you can send this to us by email at info@cleanmedirect.com or alternatively call us on 0141 635 0014.
Please note that CleanMe Direct solely provide the platform that connects users with either self employed or Ltd businesses. We do not provide any cleaning services or other services of the type listed on the Site as being provided by Service Providers and any contract for the provision of those services is between you and the relevant Service Provider. It is the responsibility of the relevant Service Provider or self employed housekeeper to perform any services you request through CleanMe Direct (and, if requested by you, to provide any cleaning materials required). You agree to comply with any terms of service that apply between you and the relevant Service Provider.
It is important to understand that you are entering into a separate contract with the service provider under which the details of the services shall be explained. These are at the absolute discretion of the Service Provider and are entirely separate from CleanMe Direct. It is your responsibility to ensure the Service Provider understands the details of this contract and any services that you wish for them to carry out. The number of cleaners attending your property, i.e service providers may be different from that on your booking confirmation email, which is only to act as a guide. If a specific number of providers is required please ensure this is detailed in your customer booking notes.
We do not employ Service Providers and, unless otherwise specified in these terms of use, we are not responsible for, and make no representations, warranties or guarantees as to, the behavior, acts or omissions of any Service Providers you engage with through CleanMe Direct or the quality of the services they provide. If a Service Provider you engage with through CleanMe Direct causes any damage to your property in the course of providing services to you, responsibility for such damage will rest with the Service Provider.
If you have a complaint in relation to the services provided by a Service Provider, that complaint must be taken up with the Service Provider directly (however, we can act as a intermediary for communication purposes). If you are unable to resolve a dispute with a Service Provider or you cannot come to an agreement with a Service Provider, please contact us and we will use reasonable endevours to try to resolve the dispute.
We take numerous measures to ensure the suitability and quality of the Service Providers, including, without limitation, conducting interviews, obtaining proof of identity and address, and obtaining references. However, you acknowledge that, in carrying out any checks, we may be reliant on information supplied by third parties and we cannot guarantee that such information is accurate. We also cannot guarantee that any particular Service Provider is suitable for your purposes and you use Service Providers at your own risk, although we may remove a Service Provider from CleanMe Direct on the basis of any feedback you or other users provide in relation to that Service Provider if we deem it appropriate, but we are under no obligation to do so.
When you first request the services of a Service Provider, you will be asked to provide us with valid credit or debit card payment details to pay for the services you request through CleanMe Direct. We will store your card details for such purpose and you agree that we may undertake authorisation checks on that card.
The amount you will pay will be based on the size of unit you have requested. All Service Providers will be paid by us after the job is completed, including any additional services which you have selected during the booking process. We will issue you with a single receipt for the total amount paid by you in respect of each booking, which will be emailed directly to you upon booking confirmation. A 50% deposit is needed at the time of booking for a holding fee, the remaining 50% of the service fee will be on the day of the service. If there are not sufficient funds on the card we will contact you. You must provide a different card in order for the Service Provider to go ahead with the clean. If you are unable or refuse, this booking will be cancelled immediately.
Regular services will be amended to reflect the amount of time spent at the property by the cleaners (2 hours being the minimum payment for any service). Payment will be taken from the card supplied when the booking was made.
If any amount due from you remains unpaid, we reserve the right: (i) to charge reasonable administration costs (approximately £15); (ii) to charge interest (both before and after judgment) on the outstanding amount at the rate applicable to judgment debts under the Late Payment of Commercial Debts (Interest) Act 1998; (iii) to arrange for any further bookings made by you to be suspended; and/or (iv) to take such other action as we deem appropriate, including, without limitation, immediate, temporary or permanent withdrawal of your right to use CleanMe Direct.
The Service Provider is introduced to the customer as a self-employed cleaner or a Ltd business, and the customer shall retain the Service Provider under a “Contract for Services”, which for the avoidance of doubt shall be a separate contractual arrangement between the customer and the Service Provider only. The customer shall agree directly with the Service Provider the terms of that contract. The customer shall agree with CleanMe Direct through the site what services are to be performed by the service provider. CleanMe Direct will communicate with the service provider and such services shall form the basis of the service provider obligations under the Contract for Services to be entered into. The customer may change services by giving 24 hours notice prior to booking date.
We will select a cleaner from our directory, assign them to your clean and they will then become your regular cleaner. If your cleaner is unable to attend on the day, we will endeavour to provide temporary cover for you. We cannot guarantee this will be on your usual cleaning day and you may be required to be present at the property to provide access to the cover cleaner. You will only pay the agency fee for every hour of cleaning performed.
We will replace your cleaner if you ask, at any time. In this case we will introduce you to the new cleaner when they start working for you. We will share your information with one or more of our registered cleaners who have signed a workers agreement with us (this will be your regular cleaner, temporary cover cleaner or a replacement regular cleaner). The customer must provide a safe working environment for the service provider at all times.
Electricity and hot water must be available at the property in order for the service provider to complete the clean. If this is not provided or available, this will be taken as a late booking cancellation and the entire booking fee may be charged.
If for any reason your service provider cannot attend the clean, then either they or we on their behalf will get in touch with you to arrange another date.
The service provider needs access to the property. If the service provider is unable to gain access to the property this will be taken as a late booking cancellation and the entire booking fee may be charged.
You will be asked to provide a suitable parking location during the booking process. If this parking spot is unavailable and the service provider cannot park, this will be taken as a cancellation and you may be charged the entire booking fee. Any costs incurred by parking will be added onto your bill.
THIS SECTION ONLY APPLIES TO END OF TENANCY AND ONE OFF BOOKINGS AND DOES NOT APPLY TO REGULAR CLEANING SERVICES, IT DOES NOT TRANSFER, OMIT OR CANCEL ANY OTHER TERMS OR SECTIONS: This will form part of your contract with the Service Provider and not CleanMe Direct. Your obligations as a customer are to facilitate the Service Provider to complete their work to the necessary standard and in a timely manner and it requires that: the property is free from rubbish, free from furnishings, the fridge and freezer is defrosted, there is not excessive mould, excessive lime scale, dirt, grime, feces, blood or any other fluid which may cause the clean to take longer than anticipated. If this is the case, then the service provider may request to stay longer during the clean which may result in a further charge being applied. In any case when all of the listings above have not been met any guarantee, offer or invitation for a free re-clean will be void and not offered by the service provider.
All cancellations require at least 24 hour notice.
You can cancel, amend or reschedule your booking at any time up to 24 hours of the start time of the clean.
If you wish to cancel or reschedule the booking within 24 hours of the start time you may be charged 50% of the service fee.
The earliest booking we can honour is within 48 hours of booking date.
By registering to use CleanMe Direct, you agree to treat Service Providers courteously and lawfully, and to provide a safe and appropriate working environment for them in compliance with all applicable laws and regulations. You also agree to provide them with all reasonable information and co-operation required to enable them to provide the services you have requested.
You agree that all bookings between you and Service Providers will be made through CleanMe Direct and that you will not engage or employ any Service Provider you have previously booked through CleanMe Direct, or whose contact details you have received from us, to provide any services other than through CleanMe Direct.
If a Service Provider offers to provide services to you other than through CleanMe Direct, you must refuse such offer and notify us immediately. If you accept any such offer or if you make a similar offer to a Service Provider, we will immediately withdraw your right to use CleanMe Direct (without any obligation to refund any fees already paid by you) and you will be required to compensate us in respect of any losses we suffer as a result up to a maximum of £250.00.
You also agree not to engage or employ any Service Provider you have previously booked through CleanMe Direct, or whose contact details you have received from us, to provide any services for a period of six months after the date of termination of the legal agreement between us. Or, you may ask in writing to employ a cleaner for a fee of £650.00 to CleanMe Direct to break the contract you have agreed with us, as well as the cleaner’s contract with CleanMe Direct.
If you would like to make a complaint or provide any feedback about one of our Service Providers or their services, please contact us at info@cleanmedirect.com as soon as possible. We’ll then contact the Service Providers and try to resolve any issues on your behalf.
THIS SECTION ONLY APPLIES TO END OF TENANCY AND ONE OFF BOOKINGS AND DOES NOT APPLY TO REGULAR CLEANING SERVICES, IT DOES NOT TRANSFER, OMIT OR CANCEL ANY OTHER TERMS OR SECTIONS: All of our Service Providers have agreed to offer a free re clean guarantee with all end of tenancy and deep cleans, excluding those made for a fixed amount of time at the users request. If your service provider has fallen short of the standards expected of them for this type of service they will re attend the property for free to fix any issues. In order to make use of this you will need to:
Notify us within 24 hours of the clean finishing. This can be done at info@cleanmedirect.com
Explain in writing what the issue is Include any relevant pictures to illustrate your issue or complaint.
If we deem there have been any valid issues raised, we will ask the service provider to re-clean the property as required free of charge. We will make attempts for them to re-attend within 7 days of the original booking date. We will offer up to three possible re-clean times. If none of these are accepted by you then the service providers offer to re clean will end.
Due to the extremely varying conditions of carpets, none of our services providers will guarantee the service of, or offer a free re-clean on any carpet cleaning that has been carried out.
Your service provider has agreed by contract with us to take their own public liability insurance, excesses apply to this insurance policy, and materials under £100 will be unable to be processed by ourselves or your service provider. For a claim above £100 we will facilitate you contacting your service provider in order for you to begin making a claim with their insurance provider.
Since the cleaners work on an independent basis (self-employed individuals & limited companies), we have no authority over them and, unfortunately, we are unable to intervene in case of non-compliance. It is up to the customer whether he/she would like to take further steps in order to assert the right to compensation from the cleaner. It is important to note that the decision on whether to settle theclaim lies with the insurer, and their decision is final. The overall procedure may take some time but rest assured we will try and keep you up to date throughout the whole process.
In the unlikely event something is damaged during your clean and you wish to make a claim, you must email info@cleanmedirect.com with the information within 24 hours of the damage occurring. It is essential that you attach necessary images of the damage. Claims cannot be made over the phone as we will require photos of any damage to allow us to make an accurate initial assessment of the claim. Any emails received after 24 hours will not be accepted.
We may at our absolute discretion and for any reason whatsoever cancel, terminate or pause your rights, access, accounts or permissions to make use of the CleanMe Directs platform and any of the associated service providers. If this is the case your account will be withdrawn and you will no longer be able to make new bookings with us, if you create any new accounts with us after your rights to use CleanMe Direct have been withdrawn then we reserve the right to cancel any cleans and charge for any cancellation fees.
If we withdraw your right to use CleanMe Direct:
We will not be liable or responsible for any failure to perform, or any delay in the performance of, any of our obligations under these terms of use that is caused by any event or circumstance beyond our reasonable control, including any failure of public or private telecommunications networks or any delays or latency due to your physical location or your wireless data service provider’s network.
We may transfer our rights and obligations under these terms of use to another organization, but this will not affect your rights or our obligations under these terms of use.
You may only transfer your rights or obligations under these terms of use to another person if we agree in writing. If we fail to insist that you perform any of your obligations under these terms of use, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
Each of the conditions of these terms of use operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining conditions will remain in full force and effect. These terms of use are not intended to confer rights on anyone other than you and us.
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