Terms of use

Last updated: 1 November 2026

These terms apply when you use CleanOps Connect as a customer or as a cleaner. CleanOps Connect is operated by Ethnatcel Care Ltd, trading as CleanOps Connect, a company registered in England and Wales (company number 12674639), whose registered office is at 27 Conqueror Way, Pontefract, WF8 2YJ.

1. What CleanOps Connect does

CleanOps Connect is an online marketplace. We match customers who need cleaning with independent cleaners who cover their area, and we handle payment. The cleaning service itself is provided by the cleaner, who is self-employed or runs their own business and is not our employee.

2. Accounts

You must give accurate details and keep your password secure. We may suspend an account that is used for fraud, abuse, or in breach of these terms.

3. Prices and payment

The cleaner sets the price for each job when they accept it. We never require, set or negotiate a cleaner's price.
To help customers and cleaners make informed decisions, we may show a guide to typical local rates, worked out from prices published online for the area. We do not set prices: the guide is a suggestion only, it is the same for everyone in the area, it is not an offer or a quote, and customers and cleaners are free to use it, change it or ignore it. Choosing not to use it has no effect on how jobs are offered or ranked.
When a job is booked, the customer pays the full price by card through Stripe. The money is held until the job is confirmed.
Our commission is taken from the cleaner's price, not added on top for the customer.
After the cleaner marks the job complete, the customer has 48 hours to confirm it or raise a dispute. If the customer does neither, the job is confirmed automatically and the cleaner is paid.

4. Cancellations and refunds

A customer who cancels more than 24 hours before the job's start time gets a full refund.
A customer who cancels within 24 hours of the job's start time, or after it, gets a 50% refund.
The start time is the date and time the customer chose when posting the job. For a job with no start time, the 24 hours are counted from when it was booked instead.
A customer can cancel a job at no cost at any time before paying for it.
If the cleaner cancels, the customer gets a full refund.
Visits in a regular booking follow section 5 instead for skipping and cancelling.

Nothing in these terms affects your statutory rights as a consumer, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

5. Regular bookings

This section applies when a customer and a cleaner agree a weekly, fortnightly or monthly booking. Each visit is otherwise treated as a job under these terms: it is paid for and held until confirmed, the cleaner is paid after confirmation, and a problem with a visit can be raised as a dispute under section 6.

How it starts and ends. The first visit is booked and paid for like any job. The booking then repeats until the end date shown to both of you, normally six months after the first visit. It does not renew by itself: we email the customer 14 days before it ends.
Price. The cleaner sets the price per visit when they accept, and it stays the same for every visit in the booking. We never set or change it.
Saving a card. For the booking to start, the customer saves a card with Stripe and ticks the agreement shown with it. That agreement lets us charge the card for each visit of the booking, at the price shown, 48 hours before the visit, until the booking ends or is cancelled. The wording agreed to, and when, is recorded.
Skipping, pausing and cancelling (customer). A customer can skip any visit for free until it has been charged (48 hours before it). Once it has been charged, skipping it gets 50% of the price back. A customer can pause and resume a booking, or cancel it: visits not yet charged are cancelled, and a visit already paid for stays booked unless skipped. A customer can remove their saved card at any time; if a visit then cannot be paid for it is skipped, as below.
If a payment cannot be taken. We tell the customer and try the card once more about 12 hours later. If the visit is still unpaid 24 hours before it is due, it is skipped and the customer is not charged for it. If two visits in a row are skipped this way, the booking is paused until the customer resumes it.
If the cleaner cancels a visit. The customer is not charged, or is refunded in full if they had been charged. Cancelling is recorded against the cleaner, and a second cancelled visit pauses the booking so the customer can decide what to do.
Ending a booking (cleaner). A cleaner must give 14 days' notice to end a regular booking. Visits up to the end of the notice still go ahead.
Commission. Our commission is worked out separately on each visit, as for any job, from the price per visit.

Nothing in this section affects your statutory rights as a consumer.

6. Disputes

If a job was not completed, was not done to a reasonable standard, caused damage, or the cleaner did not arrive, the customer can raise a dispute within the 48-hour confirmation window by choosing a reason. We will review the evidence from both sides and decide whether to release payment, give a full refund, or split the payment. Payment stays on hold while we review.

7. Cleaners

Cleaners are responsible for their own tax and National Insurance.
Compliance badges (DBS, COSHH, insurance) appear only after our team has checked your evidence. You must tell us straight away if your status changes.
Payouts are made through Stripe Connect and require you to complete Stripe's identity checks.

8. Our liability

We are responsible for running the platform with reasonable care and skill. We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded by law.

9. Complaints and law

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Ethnatcel Care Ltd (Company No. 12674639), registered in England & Wales · ICO Reg. No. ZC137204