Text 1Clean in white colour with navy blue outline and a cartoon cleaning maid cleaning with a vacuum hoover.

Terms of Service

Welcome to the 1Clean website and service Terms of Use (Terms of Service). Please read these terms of use carefully before you start using the site as they will create a binding agreement between you and us and will govern our relationship whilst you are using our websites. By using our sites, you indicate that you have read, understood, considered and you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our websites.
Our Website is operated by 1CLEAN IMAY LTD. 

1. Frequently used words

 – You / Client / Customer means a user of this Website and our Services.

 – We / Us / The company means 1Clean IMAY LTD.

 – Housekeeper / service provider / cleaning professional / cleaner means a house cleaning service provider

 – Website means the website located at https://1clean.co.uk or any subsequent URL which may replace it;

 – Booking means a booking for Services made by You, over the phone, in-person, via email, or via our website.

 – Services means cleaning services or other home services;

2. Website use

2.1 Access: You are provided with access to this Website in accordance with these Terms and any Booking made by you must be placed strictly in accordance with these Terms.
2.2 Our rights: We reserve the right to:
2.2.1 Modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
2.2.2 Change these Terms from time to time as explained below. If you do not agree to such amended terms, you must stop using the Website. If you continue to use the Website you will be deemed to have accepted the amended terms.

3. Our services

3.1 We act as a booking agent for self-employed cleaners. Our contract with you is limited to provision of use of our Website.

3.2 Your cleaner is responsible for providing the Services to you and you have a direct contract between you and the cleaner concerning the provision of Services. This contract does not include us. You and the cleaners are responsible for any taxes arising as a result of the Services.

3.3 We review applications, conduct interviews and undertake other checks of self-employed cleaners, with some of this process reliant on information from or undertaken by third parties. You acknowledge that we do not and cannot guarantee the accurateness or completeness of such checks, whether conducted by us or by third parties.

3.4 You acknowledge that you use cleaners at your own risk. You agree to provide a safe working environment for cleaners and to take appropriate precautions to supervise cleaners.

3.5 Should a disagreement arise concerning the Services, we may agree to serve as a mediator in an effort to settle the issue for you. If you would like us to act in this capacity, it is important that you immediately inform us of the details causing the dispute and promptly provide us with any additional information or assistance we may require. Please note that there is no assurance that mediation will be successful. You retain full responsibility for resolving disputes with Service Providers, including paying any fees to resolve the disagreement.

3.6 Depending on the level of dirt inside a property, your service provider may occasionally refuse to clean for the initially offered price as the time needed to complete the job would increase. They will propose a price to you and will let our office team know, then we’ll contact you (the client) and confirm if you are happy to proceed with the booking. The additional payment will have to be paid in advance and if you are not happy with the price you can either ask the cleaners to complete the job up to the amount paid, or cancel your booking. Upon cancellation we will charge £25 admin fee + £25 cleaner’s fee.

3.7 Under no circumstances shall we be held responsible for any damage, which may include but is not limited to: harm caused by the use of corrosive cleaning agents, such as bleach and oven cleaner; harm resulting from spills; damage to items that require special attention or cleaning products; damage to cleaning equipment if written usage instructions were not provided; damage to your property or cleaning equipment that was present before the cleaning; damage that could not reasonably have been anticipated or prevented by us as the website’s providers.

4. Cleaners / Service Providers

4.1 You agree to treat Service Providers courteously and lawfully and to provide a safe and appropriate working environment in compliance with all applicable laws and regulations. You also agree to provide them with all helpful information and cooperation required to enable them to provide the services you have requested.

4.2 By registering to use 1Clean, you agree that all bookings between you and Service Providers will be made through 1Clean and that you will not engage or employ any Service Provider you have previously booked through 1Clean, or whose contact details you have received from us, to provide any Services other than through 1Clean.

4.3 If a Service Provider offers services to you other than through 1Clean, you must refuse such an 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 1Clean (without any obligation to refund any fees already paid by you). You will be required to compensate us for any losses we suffer, up to a maximum of £500.

4.4 You agree that you will not seek to book any services or refer services to others from any cleaner provided by 1Clean other than via our Website, phone, or email (Through our services) for the duration of this agreement and in the 12 months after termination of this agreement.
Shall the customer be in breach, we will immediately withdraw your right to use 1Clean (without any obligation to refund any fees already paid by you). You will be required to compensate 1Clean for any losses suffered up to a maximum of £500.

5. Booking services

5.1 By placing an order through our Website, you warrant that you are: legally capable of entering into binding contracts, and at least 18 years old.

5.2 All Bookings are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email on behalf of the selected cleaner to confirm the Booking (the “Booking confirmation”). The contracts between us and you and between you and the cleaner will only be formed when we send you the Booking Confirmation.

6. Pricing and Payments

6.1 The price of any Services will be as quoted on our Website or over the phone, or via email except in cases of obvious error.

6.2 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Booking confirmation email.

6.3 Every effort has been made on this Website to ensure that making a Booking is secure. We cannot be responsible for fraudulent use on our Website of a lost payment card.

6.4 You must maintain a valid payment card with us. You must inform us immediately if your payment card details are no longer valid.

6.5 You authorise us to seek pre-authorisation of your payment card. You also authorise us to charge your payment card in full on the day of the scheduled Booking or after the scheduled Booking.

6.6 We will attempt a test charge for the total value of your booking 48 hours prior to the booking. Your funds will not leave your account. The legal term for this process is “Pre-authorisation”. This is to ensure you have sufficient funds in your account to secure cleaners’ pay and agency fees.

6.7 Shall pre-authorisation charge gets rejected, we will attempt to contact you. If you refuse to provide another payment card or cannot provide such, your booking will be cancelled.

6.8 If any amount due by you is unpaid after the day of the scheduled Booking, we may charge a £20 administration fee and interest each month.

6.9 You authorise us to charge the card on file without notification for any amounts owed by you, including late cancellation fee, booking fee, admin fee and interest fee resulted from late payment.

7. E-vouchers / Promotions / Discounts

7.1 A promotional code, credit, gift card or voucher may only be used by new customers. Offer can only be redeemed once per household. Offer can only be redeemed once per customer. Offer can only be redeemed against home cleaning services (no add-on services), unless otherwise stated. Offer can only be redeemed against regular weekly or fortnightly cleans.

7.2 1Clean operates a referral scheme that is open to selected users. You can share your referral code or link with people you know who do not live at the same address as you and who you think would benefit from 1Clean’s service. If a new user uses your referral code, you and your referred user may be eligible for referral benefits. Referral codes and links must only be used for personal, non-commercial purposes. We reserve the right to withdraw and deactivate your referral code, link and referral benefits at any time. We will not be responsible for any losses you suffer if we withdraw and deactivate your referral code, link or referral benefits.

7.3 1Clean may, at its sole discretion, offer its discounts and promotional offers to potential and existing customers to promote 1Clean’s business as an agent. These offers will not reduce the cleaner’s consideration and may entail 1Clean subsidising the consideration due to the cleaner in some circumstances.

8. Booking cancellations by us

8.1 If you violate any of the Terms, your permission to use the Services and Website will automatically terminate.

8.2 We reserve the right to cancel any Booking without notice or cause.

9. Booking cancellations by you

9.1 You may cancel or reschedule a regular cleaning / housekeeping up to 24 hours before the day of the Booking for free.

9.2 Regular cleaning / Housekeeping cancellations later than 24 hours before the day of the Booking may be charged £25.00.

9.3 You may cancel or reschedule a one-off clean such as End of Tenancy, After-builders and Deep cleaning up to 48 hours before the day of Booking free of charge.

9.4 End of Tenancy, After-builders and Deep cleaning cancellations later than 48 hours and up to 24 hours before the day of Booking may be charged £25.00, and cancellations later than 24 hours before the day of the Booking may be charged at full price.

9.5 In the even where a service provider arrives at your property and cannot gain access to begin the cleaning, 1Clean may charge the full amount of the booking.

10. Complaints and feedback

10.1 If you would like to make a complaint about one of our Service providers or their Services, please contact us at office@1clean.co.uk as soon as possible. We’ll then contact the Service provider and try to resolve any issues on your behalf.

10.2 If you would like to provide a feedback you can always contact us at office@1clean.co.uk or simply respond to our emails after your Service provider have finished the job. We constantly encourage our clients to provide feedback, whether positive or negative. This is the only way to ensure you receive the outstanding service you deserve.

11. 1Clean Satisfaction Guarantee

11.1 If a cleaner booked via 1Clean fails to perform a clean up to standard or doesn’t meet the client’s expectations, 1Clean will arrange a free re-clean by the same cleaner or, if unavailable, another vetted cleaner.

11.2 We require self-employed cleaners to attend re-cleans if they have failed to meet the client’s expectations, and service providers do agree by signing a contract with us to do so, however, on some occasions, service providers might be unable to attend. Such occasions are if the client explicitly refuses to work with the same cleaner/s, or if the cleaner/s have a valid reason not to attend. 

11.3 We may offer a partial refund at our sole discretion to compensate the client for the inconvenience if we cannot arrange a free re-clean.

11.4 To claim 1Clean Satisfaction Guarantee, you need to email us at office@1clean.co.uk no later than 48 hours after the cleaning has been completed, with photos taken of the areas that were not cleaned up to standard. Claims later than 48 hours after the cleaning is complete will be rejected.

11.5 If we consider any valid issues raised, we will attempt to arrange a re-clean within 7 days and provide you dates when cleaners are available to attend. If you reject 3 attempts to schedule a date, the offer for free re-clean will end.

12. Insurance

12.1 Your service provider has agreed by contract with us to take their public liability insurance. However we cannot enforce them to obtain such. There is no explicit timeframe to which they should obtain one. All Specialist cleaners have full insurance coverage.

12.2 Your cleaners work independently (self-employed individuals), and we have no authority over them; unfortunately, we cannot intervene in case of non-compliance. It is up to the customer whether he/she would like to take further steps to claim the right to compensation from the cleaner. It is important to note that the decision on whether to settle the claim lies with the insurer, and their decision is final. The claim procedure is a lengthy process. However, we will do our best to keep you updated at all times.

12.3 In the unlikely event something is damaged during your clean and you wish to make a claim, you must email office@1clean.co.uk with the information within 48 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 48 hours will not be accepted.

13. Indemnity

13.1 You hereby acknowledge and agree to indemnify, defend and hold harmless 1Clean, any of our subsidiaries, partners, service providers, licensors, licensees or any other third parties related to us, our officers and directors from and against any and all claims, lawsuits, damages, losses, liabilities and costs that directly or indirectly arise or result from your use or misuse of the 1Clean websites, account systems, services, any violation by you of any of the provisions of this Agreement or the Privacy Policy or any infringement by you of any third party’s right.

14. Termination of this Agreement

14.1 This Agreement can be terminated by either party for any reason with immediate effect, provided written confirmation is provided to the other party.

14.2 Fees may be applied where applicable, such as late cancellation fees, admin fees.

15. Events outside of our control

15.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).

15.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: strikes, lock outs or other industrial action; civil commotion; riot; invasion; terrorist attack or threat of terrorist attack; war (whether declared or not) or threat or preparation for war; fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; impossibility of use of railways, shipping, aircraft, motor transport or other means of public or private transport; impossibility of the use of public or private telecommunications networks; acts, decrees, legislation, regulations or restrictions of any government.

15.3 Our performance under any Contract is deemed to be suspended for the period the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.

16. The Law

16.1 These Terms and the Contracts shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England. Any dispute or claim arising out of or in connection with the Contracts or their formation (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Communication in writing

17.1 Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

18. Notices

18.1 All notices given by you to us must be given to 1Clean IMAY LTD., 47 Carnanton Road, London, E174DB, or send over email at office@1clean.co.uk. We may give notice to you at either the email or postal address you provide to us when making a Booking, or as specified above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email that such email was sent to the specified email address of the addressee.

19. Transfer of rights and obligations

19.1 The contract between you and us is binding on you and us and on our respective successors and assigns.

19.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.

19.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.

20. Severance

20.1 If any part of these Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from these Terms and shall not affect the validity and enforceability of any of the remaining provisions of these Terms.

21. Waiver

21.1 1Clean omission to enforce any provision of this Agreement shall in no way be construed to be a waiver of any such provision, nor in any way affect the right of any party to enforce each and every such provision thereafter. Any waiver by 1Clean, any of our subsidiaries, partners, service providers, licensors, licensees or any other third parties related to us of any provision, condition or requirement of this Agreement shall not constitute a waiver of any future obligation to comply with such provision, condition or requirement.

22. The entire agreement

22.1 These Terms and any document expressly referred to in them constitute the entire agreement between us with respect to the subject matter of any contract and supersedes any previous communications or agreements between us.

23. Our right to vary these terms

23.1 We have the right to revise and amend these Terms from time to time. You will be subject to the policies and Terms in force at the time that you book Services from us. Please regularly check on our Website for new versions.

24. Contact us

24.1 We can be contacted:

by email at office@1clean.co.uk and

by post at 1Clean IMAY LTD. 47 Carnanton Road, London, E174DB 

by phone at 020 8064 2474.

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