FULL TERMS AND CONDITIONS OF USING iCLEAN

 

1. Terms and Conditions

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a. The services you book via the iClean Platform are provided by Professionals and not iClean Group Limited. We are only responsible for arranging your booking and dealing with payments and fund transfers.

b. We are not responsible or liable for the services you receive from the Professionals. However,  if you encounter a problem with their services or if the services falls short of your expectation we will address any issues immediately and to the best of our ability work towards a suitable resolution. For more details please refer to Clause 7.

c. Please check all details and outlined restrictions relating to a service thoroughly before booking.

d. If you want to cancel a booking, please read Clause 4.

e. To contact us, please use this link iclean.london/contact-us.

 

2. Introduction

a. The iClean Platform allows you to book and pay for a broad range of cleaning, clearing, maid and removal services from Professionals ("Professionals"). These services are provided to you by the Professionals, and not directly by iClean Group Limited.

b. When you make a booking, you are agreeing to 2 (two) legal contracts:

(i) A contract with iClean Group Limited, under which we have certain responsibilities to you in relation to your booking and payment processing. This contract is made following the guidelines outlined under the Booking Terms and Conditions. We are responsible for processing payments for your booking and relaying the requested services to the most relevant and qualified Professionals.

(ii) A contract between the Professional and the Client in respect of the requested services that you book via the iClean Platform. This contract may include terms and conditions which are outlined prior to your booking on the iClean Platform.

The services in which you book via the iClean Platform are the sole responsibility of the Professionals that provide the booked services. iClean Group Limited acts as the booking agent for these Professionals, therefore we are not responsible or liable to you for the actual services that are booked through the iClean Platform.

b. Because these 2 (two) contracts are separate, please do not rely on any promises or claims written or verbal made by a Professional to any extent, to purport or to legally bind iClean Group Limited to any additional or supplementary terms.

c. We may amend these Booking Terms and Conditions at any time. You should check the Booking Terms and Conditions each time you wish to make a new booking via the iClean Platform, to make sure that you understand the terms that will apply at the time of booking.

d. We and our Professionals are under a legal duty to provide the Services booked in conformity with the relevant contract. All Services shown on the iClean Platform are subject to availability and the images and/or descriptions of the Services on the iClean Platform are for illustrative purposes only – actual Services may vary from these images and/or descriptions, but we ask our Professionals to ensure that they provide the Services in accordance with those descriptions. It is each Professional's responsibility to ensure that he or she provides the Services in accordance with those descriptions to the best of their ability considering the circumstances and environmental factors.

 

e. We advise that you exercise caution and common sense to protect your personal property and personal safety, as you would when interacting with any individual whom you do not know. We have undertaken the Basic Disclosure via Disclosure Scotland, as an identity check system based on identifying documents.

2. How to make a booking

a. You may only make a booking if you are of legal age or legal majority in your residing jurisdiction. We may ask you to provide us with valid proof of identity in a form reasonably acceptable upon request.

b. You may only make a booking for your personal use, or for the use of a business or organization in which you are legally authorized to represent. Furthermore, you may only book Services with respect to a location in which you are legally authorized to grant access for the Services requested.

c. You can select or request Services for a location in which you are authorized to make decisions on, for the required hours and time required to complete these requested services. These Services will be provided to you by a Professional via the iClean Platform. On selection of the requested services, we will notify you of the cost of the services, at which time it is your responsibility to confirm the order ("Order") or confirm your request for Services.

d. When you submit your request for Services, we will send you a confirmation email verifying receipt of your request. The order request or booking is subject to verification and the contract between you and the Professional will be formed only after you are sent the confirmation email ("Order Confirmation").

e. If you order a Service to be repeated on a regular basis ("Reoccurring Service"), for example, where you book a household cleaning to be performed every two weeks, we will automatically schedule that Reoccurring Service for future dates indefinitely and at the frequency you have requested. We cannot guarantee that the same Professional will attend each Reoccurring Service appointment, furthermore this does not allow the Reoccurring Service appointments to be cancelled. See clause 4 for further information about your rights to cancel services.

f. You must treat Professionals courteously, professionally and within their lawful rights and ensure that the location in which they will be working and providing Services is safe, prepared and is an appropriate working environment. These areas must be in compliance with all applicable laws and regulations as well as making the work environment suitable in order to maximise the efficiency. Please refer to 9,10,11 and 12 in the Quick Policy Overview section.

g. If you are a consumer, you have legal rights in relation to Services that are faulty or not as described. Advice about your legal rights is available from your local Citizen's Advice Bureau or Trading Standards office. Nothing in these Booking Terms and Conditions will affect these legal rights.

3. Payments                             

a. The price of a Service will be quoted at the time of booking on the iClean Platform, prices are subject to change at any time. Any price change will affect future Orders in respect to what you will be charged and the most current pricing will be validated in the Order Confirmation. Orders booked for a Reoccurring Service are subject to any price increase, notification of which will be sent in an email communication. If you do not agree with the price increase policy, you may cancel the Reoccurring Service without further liability provided you give at least 14 days notice. If you do not cancel the Reoccurring Service following such notification of any price increase, this will act as confirmation of your acceptance of the increased price.

b. Prices are based on the pre-determined hourly rate, which depends on factors such as location and how often the Service will reoccur (if at all) or the quotation you have received (if applicable). The same Services may cost more in a different location, this is at the discretion of the Professional at the time of Service. There is a 3 hour minimum applicable to any order for Services. If you have booked unused time contact us at info@iclean.london and the iClean Help Staff will arrange a refund of any unused hours beyond the minimum hours applicable to the Order.

 

 

c. VAT will be added to prices when applicable unless otherwise stated in relation to the relevant Services on the iClean Platform.

d. Any currency conversion costs or other charges relating to payments for Services incurred in making a payment will be the sole responsibility of the Client in addition to the costs due for selected services.

e. Payment for all Services must be made at the time of submitting your Order in Pounds Sterling by credit or debit card, and other third-party payment processors using our online payment system. You will be responsible for protecting the confidentiality of your username and any password or other security information used by you to access this payment system and/or the iClean Platform.

f. We always take reasonable and responsible care to provide a functioning payment system, but we cannot guarantee continuous, uninterrupted or secure access to such payment systems, nor can we guarantee that the system is virus or error free. We also try to ensure that your payments are processed promptly, but it is often difficult to predict the amount of time needed to complete processing because it is dependent on many factors outside of our control, such as delays in the banking system or in card networks. Access to our payment system may be occasionally restricted to allow for repairs, maintenance, or the introduction of new services. We will attempt to provide reasonable notice of any scheduled interruptions and will do what we can to restore the payment system in a timely manner.

g. iClean Group Limited’s Trust and Support Fee: If you place an Order through the iClean Platform, iClean may charge an additional non-refundable “Trust and Support Fee” that shall cover without limitation any costs related to background checks, insurance, customer support and related services provided to you by the iClean Platform. The Trust and Support Fee will be applied to each appointment or Service requested through the iClean Platform (e.g., if you requested a Recurrent Service, a Trust and Support Fee may be assessed on each Recurrent Service appointment.) You shall be notified of the relevant Trust and Support Fee prior to placing an order. Please note that the amount of the Trust and Support Fee may vary from time to time.

h. By accepting this Agreement, you are giving iClean (or a third-party payment processor on iClean’s behalf) permission to charge your credit card, debit card, or other approved methods of payment for fees owed to iClean Group Limited. Depending on the transaction or services requested, iClean Group Limited may charge you on a one-time or on a reoccurring basis. All information that you provide in connection with a purchase or transaction with the selected Services must be accurate, complete, and current. You agree to pay all charges incurred with your credit card, debit card, or other payment method used in connection with a purchase or transaction.

 

4. Cancellation of a booking

a. In addition to your legal rights as a consumer, you have the right to cancel an Order or Services and receive a refund in accordance within the terms in this Clause (4).

b. If you wish to change the details of, or cancel, the Service that you have ordered after you have received the Order Confirmation, please contact us immediately through the iClean Help Center or by emailing a notice of cancellation to cancellations@iClean.london

c. If you cancel the Order (in whole or in part):

(i) less than 5 hours in advance, you are required to pay the full amount of the Service;

(ii) less than 24 hours in advance but more than 5 hours, you will be charged 50% of the total sum of your booking as the agreed cancellation fee; and

(iii) less than 48 hours in advance but more than 24 hours, you will be charged sum of £25 as the agreed cancellation fee; and

(iv) on at least 48 hours in advance, you can get a refund of the applicable amount via the original method of payment unless such cancellation is made within the Minimum Commitment Period as set forth below.

d. Please note that no refund or credit will be given where a cancellation is attempted when the Services are due to take place within 5 hours of the request to cancel.

e. If the Professional requests to change the details of, or cancel, the Services you have ordered after you have received the Order Confirmation, we will seek to allocate another Professional to perform those Services in accordance with the original Order. However, we cannot guarantee that this will be possible in every case.

f. Cleaning Plan with a Minimum Commitment.

(i)  Minimum Commitment Plan Term: Your minimum commitment plan term commences on the date of Your first Booking.

(ii) Minimum Commitment Plan:  We may offer different pricing where you select a cleaning plan with a minimum commitment of Services over a period of time ("Minimum Commitment"). If you agree to a Minimum Commitment, this shall be clearly set out in the Order.

(iii) Rescheduling Service Bookings during the Minimum Commitment: Where you agree to a Minimum Commitment, you can reschedule any Service booking for free at least 48 hours in advance of the scheduled start time, provided such rescheduled Service booking will occur within the period of the Minimum Commitment as specified in the relevant Order ("Minimum Commitment Period"). Where the Services are due to take place within 48 hours, provided that the Services are not due to take place less than 24 hours, we will require payment of the sum of £25 or where less than 24 hours but more than 5 hours we will require 50% of the total sum of your booking by way of an agreed cancellation fee. Please note that no refund or credit will be given where a cancellation or rescheduling is attempted when the Services are due to take place within 5 hours of the request to cancel or reschedule.

(iv) Cancelling a Service during the Minimum Commitment: If you reschedule a Service booking within the Minimum Commitment Period, the provisions in (f)(ii) above shall apply. However, you may elect for us to instead charge your credit card for a sum equal to the Service booking and credit your account accordingly if you choose to cancel a Service booking during a Minimum Commitment Period. Additional fees as set forth in (f) above may apply if you cancel a booking where the Services are due to take place within 24 hours. Please note that this credit may only be used by you to book additional iClean Services within the Minimum Commitment Period or any cleaning Service after the expiration of the Minimum Commitment Period. If you cancel your plan prior to the expiration of the Minimum Commitment Period and you have not complied with the Minimum Commitment, you will in addition to the cancellation charges set forth above you will also be charged a penalty to failing to  pay cancellation fees of up to £60 unless you can demonstrate that the reason for your failure to meet the Minimum Commitment is due to our fault.

(v) Expiration of the Minimum Commitment: Once your Minimum Commitment Period has expired, your selected plan will remain active and Professionals will continue to be scheduled and your credit card will be charged based on your selected services and frequency unless you cancel your booking in accordance with the cancellation policy set forth in this clause (4).

(w) If you have a membership agreement with iClean Group Ltd.  and wish to cancel that membership, you may do so provided iClean Group Ltd has received a 30 day notice in writing via email to cancelations@iclean.london  in which case iClean Group Ltd. will be refunding any outstanding sums back into the same account which the initial payment was set up from. iClean Group Ltd. can only cancel memberships with the 30 days notice from the time set up for iClean to receive payments. Once the membership has been cancelled no further payments will be taken from the account unless you have made further bookings of services via the iClean platform in which case membership benefits will not be applied to. You may set up a new membership at anytime provided all your outstanding sums on your accounts are cleared in full.

 

5. Refund Policy

1. If you cancel the Order (in whole or in part) on at least 48 hours in advance, you can get a refund of the applicable amount via the original method of payment unless such cancellation is made within the Minimum Commitment Period as set forth above.

2.  If you cancel the Order (in whole or in part) less than 24 hours in advance but more than 5   hours, you will be charged 50% of the sum of your booking as the agreed cancellation fee; and

3.  If you cancel the Order (in whole or in part) less than 24 hours in advance but more than 5 hours, you will be charged sum of £25 as the agreed cancellation fee; and

1. If you cancel the Order (in whole or in part) less than 5 hours in advance, you are required to pay the full amount of the Service;

2. Please note that no refund or credit will be given where a cancellation is attempted when the Services are due to take place within 5 hours of the request to cancel.

3.  Where we have been negligent and/or breached our obligation to you, for example if we have failed to pass on your booking request or  payment to the relevant Professional, we will be liable for any loss or damage you suffer as a result, up to a maximum amount of 100% of the fees you have paid under the applicable Order.

 

6. Liability

The Services which you book via the iClean Platform are the responsibility of the Professional who provides them. We are not responsible or liable to you for the actual Services provided by the Professional that are booked through the iClean Platform to the fullest extent permissible by law.

a. Under these Booking Terms and Conditions, we have certain obligations to you. These responsibilities are set out below.

Where we have been negligent and/or breached our  obligations to you, we will be responsible for any loss or damage you suffer as a result, as long as the loss and/or damage is reasonably foreseeable. Loss or damage is reasonably foreseeable if it is an obvious consequence of our negligence or breach of contract, or would have been considered by you and us to be a likely consequence of it at the time you received the Order Confirmation. Our liabilities are limited as stated in the following clause.

(i) We are responsible for processing your booking requests and passing those requests to the relevant qualified Professionals. Where we have been negligent and/or breached this obligation to you, for example if we have failed to pass on your booking after you have received your Order Confirmation, we will be liable for any reasonably foreseeable loss or damage you suffer as a result, up to a maximum amount of 125% of the fees you have paid under the applicable order, the sum of which, taking all the circumstances into consideration, will be decide by iClean Group Ltd at their discretion payable ONLY provided that iClean Group Ltd has no alternative reasonable resolution to offer .

(ii) We are also responsible for dealing with payments made by you in relation to your bookings. Where we have been negligent and/or breached this obligation to you, for example if we have failed to pass on your payment to the relevant Professional, we will be liable for any loss or damage you suffer as a result, up to a maximum amount of 100% of the fees you have paid under the applicable Order.

(iii) We are responsible for requiring our Professionals to agree by contract that they have appropriate professional insurance and ensuring that they have passed a Basic Disclosure check from Disclosure Scotland (for more information, see http://www.disclosurescotland.co.uk/disclosureinformation/index.htm), an identity check based on identifying documents. Where we have been negligent and/or breached this obligation to you, we will be liable for any loss or damage you suffer as a result, up to a maximum amount of 125% of the fees you have paid under the applicable Order for your Booking.

b. Our liability won't 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.

c. We do not exclude or limit our liability:

• if we are negligent and that negligence causes death or personal injury.

• for fraud or fraudulent misrepresentation

• for any liability which cannot be excluded or limited under applicable law.

 

7. Our rights to vary these Booking Terms and Conditions

a. We may revise these Booking Terms and Conditions at any time following these circumstances:

(i) If we change the process for accepting payment from you.

(ii) If there are changes in relevant laws and regulatory requirements.

(iii) If there are any other changes to our business that reasonably means we need to amend these Booking Terms and Conditions

b. Each time you make an Order via the iClean Platform, the Booking Terms and Conditions in force at that time will apply to the Order.

c. Whenever we revise these Booking Terms and Conditions in accordance with this Clause 6, we will keep you informed and give you notice of this by stating that these Booking Terms and Conditions have been amended and the relevant date at the top of this page.

8. Resolving Issues

a. If you would like to file a complaint or provide any feedback about one of our Professionals and/or their Services, please contact us at iclean.london/help within 24 hours of the completion of your service. We'll then contact the Professional and try to resolve any issues on your behalf.

 

b. If we're unable to resolve the issue following contact within the timeline stated above, with the Professional, you may choose whether you would like us to:

(i) Give you a refund for the disputed/complained portion of your Order or Service provided.

(ii) Give you a future credit for the disputed/ complained Service for a future Services booked via the iClean Platform.

(iii) Arrange for the re-performance of the disputed/complained about Services, at no additional cost to you.

c. Further or alternatively, if you are unhappy with the Services received from a Professional pursuant to an Order, you can also speak to the Professional yourself to try to resolve the issue.

 

9. iClean Happiness Guarantee.

i. Although we are not liable for the quality of the Services provided, if you are not fully satisfied with the Service provided and paid for thru the iClean Platform, iClean will send another Professional to re-perform the Service ordered at no additional charge.

ii. The iClean Happiness Guarantee also provides certain limited additional protections. Pursuant to the iClean Happiness Guarantee and subject to the below conditions and limitations, iClean Group Limited may compensate Requesters:  

(a) up to £500 up to two occurrences per year, for losses arising from property damage as a direct result of negligence of a Professional during performance of a Service; or (b) Requesters up to £200 up to one occurrence per year, for losses arising from theft of a Requester’s property by a Professional during performance of a Service.  The Service Requester is eligible for the iClean Happiness Guarantee provided that the Requester reports any issues to iClean Group Limited within Twenty four (24) hours of the Service appointment by visiting the iClean Help Center at iclean.london/help. For Reoccurring Services, each Service is treated as a separate occurrence.

iii. The iClean Happiness Guarantee - Conditions & Exclusions; Your Primary Insurance. If you carry insurance that would cover you in the event of a claim, such as renter’s insurance, homeowner’s insurance, automobile insurance or an umbrella policy (“Personal Insurance”), you agree that your Personal Insurance is primary and that the iClean Happiness Guarantee is secondary. The iClean Happiness Guarantee will only compensate you for losses to the extent not otherwise covered by Your Personal Insurance.

iv. Coverage Under the iClean Happiness Guarantee. You will be covered under the iClean Happiness Guarantee, subject to the exclusions below, provided:

• The Service is agreed to between you and the Professional through the iClean Platform, performed by the Professional hired by you and paid for in full through the iClean Platform;

• Your Booking does not violate iClean’s Terms of Use

• You have reported the claim within 24 hours of the Service; and

• Your iClean account is in good standing order with no outstanding balances owed to iClean Group Limited.

v. What is excluded from the iClean Happiness Guarantee? We will not be obliged to honor the “iClean Happiness Guarantee” where the Professional was unable to perform the Services for reasons outside of reasonable control including but not limited to the following circumstances:

• losses arising out of acts of nature or any other related circumstances or natural disaster

• losses arising out of interruption of business, loss of market, loss of income and/or loss of use

• losses for property damage and theft exceeding the original value and/or replacement value for such property, less any standard depreciation

 

• losses arising from the negligence of a Requester or third party

• losses arising from a manufacturer’s or a product’s defects

• losses from pre-existing damages or conditions of the item or property

• losses arising from items supplied by the Requester or due to Requester recommendations

• losses arising from flooding and/or water damage including mold, fungi or bacteria

• losses arising from products containing hazardous or harmful materials, acts of terrorism, product liability, or pollution

• losses of cash, third party gift cards and securities

• losses as a result of theft of property in excess of £200 or any other intentional wrongful act by a Professional

• losses arising from normal wear and tear

• losses for items that retain their functionality

• losses based on sentimental and/or undocumented intangible value

• losses related to repairs outside of the area where the Professional Services were performed

• losses of pets, personal liability or damage to shared or common areas

• losses arising from shipping costs and/or shipping of replacement items and/or taxes incurred in purchasing the original and/or replacement items

• losses from theft without a valid police report reported within 24 hours to iClean in writing

• losses with insufficient documentation or support

vi. How do I submit a Claim? First report of a claim must be made 24 hours after the Services are completed.  After first report, you will be asked to complete the full claim form within 3 days of receipt. We urge you to read through these terms and conditions prior to submitting a claim.  All claims will be reviewed on a case-by-case basis. During iClean’s claims assessment process, you may be required to provide written details:

(1) proof of ownership of damaged/missing item

(2) proof of value of damaged/missing item and

(3) proof of damage or loss

(4) proof of a police report

If such information is requested, you will have 14 days from the date of the request to send iClean Group LTD the requested information. If you fail to provide the requested information within the 14-day time period and/or fail to contact iClean Group LTD to arrange for an extension of time, your claim will be considered closed.

You also agree to:

(a) protect and preserve any damaged property that is the basis of a claim from further damage,

(b) assist and allow iClean Group LTD or its insurers access to inspect and make copies, photographs, and recordings of anything relating to the claim,

(c) accept repairs and/or remediation by a Professional,

(d) accept a replacement only if repairs are proven not to be an option,

(e) submit requested materials by the dates outlined by the iClean resolutions team, and

(f) accept a replacement item subject to the standard depreciation of that item.

If any part of your claim is approved, then as a condition to any payment to you under the iClean Happiness Guarantee, you will be required to execute and deliver to iClean Group LTD a release agreement and assign to iClean Group LTD or its insurer any rights and remedies you may have to recover amounts paid to you with respect to an approved claim from any party that is financially responsible for the approve claims and any rights in any property that is recovered.

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10. ​Non-solicitation of employees/contractors

When entering into an agreement for services with iCLEAN you agree not to solicit for hire any staff member employed or self-employed introduced to you by iCLEAN via any of our platforms for any services.  We spend a lot of time, money, and resources finding, interviewing, checking references and backgrounds, and training our cleaners. When hired, each service provider signs an agreement barring them from performing any related service for any of our past or present customers or contacts. However, if you do wish to employ a staff member directly please discuss this matter with the owner of iCLEAN GROUP LTD. If you are found to have solicited one of our staff please be advised that our referral/ training fee is 4999 GBP per hired employee/contractor. Payment is due within 30 days from the date on the invoice.  We consider our employees/contractors our most valuable asset and charge accordingly. Please note any booking changes or inquiries must go through the iCLEAN GROUP LTD otherwise it will be classified as solicitation and subject to the above-mentioned charges.

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11. General

a. All communications and notices from you must be sent to us at iclean.london/help. We may communicate and give notice to you via post, email or by posting notices on the iClean Platform.

b. Please note our customer support hours in the United Kingdom are: 9am-5pm.

c. If any of these Booking Terms and Conditions are determined by a competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

d. These Booking Terms and conditions are governed by English law.

e. We will try and solve any disagreements between us in relation to these Booking Terms and Conditions quickly and efficiently. If you are not happy with the way we deal with any such disagreement and you want to take court proceedings, you must do this in the United Kingdom.