Last updated: 13 September 2026
Welcome to my cleanerHUB ("my cleanerHUB", "MCH", "we", "us", or "our"). We operate a digital marketplace platform that connects residents and businesses seeking cleaning services ("Residents" or "Users") with independent, self-employed cleaners ("Cleaners").
By accessing or using our website, web application, mobile services, or any associated tools (together, the "Platform"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not use the Platform.
Resident / Customer – A person or business booking cleaning services via the Platform. "Resident" and "Customer" are used interchangeably across my cleanerHUB's documentation and mean the same thing.
Cleaner – An independent, self-employed individual offering cleaning services via the Platform.
Booking – A confirmed service request placed by a Resident through the Platform.
Service Fee – A transparent fee (commission) retained by my cleanerHUB in connection with a Booking, charged to the Resident in addition to the Cleaner's rate and deducted at the point funds are transferred to the Cleaner.
Cleaner Agreement – The separate terms of engagement between my cleanerHUB and each Cleaner (including the applicable Service Fee rate and payment schedule), which apply in addition to these Terms.
TrustID – Our third-party identity and right-to-work verification partner.
TrustClean™ Promise Guarantee – my cleanerHUB's description of its vetting, verification, and dispute-support processes for Cleaners, as set out in Section 11. It is not a guarantee of the quality, completion, or outcome of any individual Booking (see Section 11.6).
3.1 Marketplace Role
my cleanerHUB is a marketplace platform built on transparency, safety, and trust. We do not employ Cleaners. Cleaners are independent contractors who offer services directly to Residents.
3.2 Agency Relationship
my cleanerHUB acts as agent for the Cleaner in facilitating the introduction between Resident and Cleaner, the Booking, and the collection and onward payment of sums due to the Cleaner, less my cleanerHUB's Service Fee. The contract for the performance of cleaning services is formed directly between the Resident and the named Cleaner. my cleanerHUB is not a party to that contract and does not itself supply cleaning, deep-cleaning, end-of-tenancy, or companionship services.
3.3 Marketing & Platform Language
References to "booking a clean with my cleanerHUB," "my cleanerHUB cleaners," or similar phrases used across the Platform and in marketing materials are for ease of reference only and do not alter the legal relationship described in Section 3.2.
3.4 Platform Integrity & Enforcement
We reserve the right to de-rank, reduce visibility, pause, temporarily or permanently deactivate a User's ability to use the Platform (including a Cleaner's ability to receive or accept bookings, or a Resident's ability to make bookings), suspend, or permanently remove any User who violates these Terms, misrepresents their identity, engages in platform circumvention, demonstrates persistently poor service, reliability, or payment conduct, or otherwise undermines Platform integrity, service quality, or user trust. See Section 19 for how this applies specifically to Cleaner reliability and Resident non-payment.
Residents agree to:
Provide accurate and complete booking details (including address, service type, date/time window, access instructions, and contact details).
Treat Cleaners respectfully and provide safe, reasonable access to the property within the booked time window (allowing up to a 30-minute arrival tolerance).
Make all payments exclusively through the Platform; cash or off-platform payments are prohibited.
Not request, encourage, or accept services outside the Platform ("Platform Circumvention").
Keep access instructions up to date via the Resident dashboard.
Use in-app or WhatsApp chat tools for coordination and promptly confirm completion or raise any issues.
Arrival & Access
Cleaners are expected to arrive within the selected time slot.
If access is not provided or the Resident is unavailable, the booking may be treated as a Resident no-show.
Resident Cancellation Policy
Free cancellation: More than 24 hours before the booking start time.
50% charge: Within 24 to 12 hours of the booking start time.
100% charge: Within 12 hours of the booking start time, or in the event of Resident no-show or access failure.
4.1 Payment Non-Completion for Fulfilled Bookings
Where a Booking has been fulfilled by a Cleaner but payment is not successfully completed for any reason (including a declined card, failed re-authorisation, reversed or disputed transaction, or withdrawn payment method), my cleanerHUB may:
suspend or deactivate the Resident's account until the outstanding balance is settled in full; and
pursue recovery of the outstanding amount in accordance with Section 19.
Cleaners agree to:
Provide accurate profile information (availability, rates, services, bio, and languages) and keep availability up to date.
Successfully complete identity and right-to-work checks via TrustID (DBS checks are optional and may be displayed as a badge).
Deliver services reliably, professionally, and respectfully.
Use the Platform exclusively for all bookings, payments, and communications.
Maintain a smartphone with data access and active WhatsApp for notifications.
Not subcontract, assign, or send substitutes to perform services. Only verified individuals may carry out work.
Acknowledge that repeated cancellations, no-shows, unresponsiveness, low ratings, or policy breaches may result in reduced visibility, temporary deactivation from receiving new bookings, suspension, or removal from the Platform.
5.1 Booking Engagement & Acceptance Expectations
Cleaners remain independent and are free to accept or decline individual bookings. However, Cleaners are expected to engage with the Platform in good faith.
Consistently declining booking requests, failing to respond within a reasonable time, advertising availability without genuine intent to accept work, or otherwise demonstrating low engagement may negatively impact resident experience and Platform reliability.
In such cases, my cleanerHUB may reduce profile visibility, pause or deactivate a Cleaner's ability to receive new booking requests, require profile or availability updates, suspend accounts, or remove Cleaner access to the Platform. These actions do not create any obligation to accept work.
5.2 Definition of Poor Service & Reliability Failures
"Poor Service" or "Reliability Failures" may include (without limitation):
Cleaner no-shows
Repeated last-minute cancellations
Failure to deliver services to a reasonable standard
Persistent low ratings or substantiated complaints
Repeated rejection of bookings while advertising availability
Failure to respond to messages relating to confirmed bookings
Breaches of safety, conduct, or Platform rules
Patterns of such behaviour may result in warnings, reduced visibility, temporary or permanent deactivation from receiving bookings, suspension, or permanent removal.
5.3 Evidence of Work
Cleaners are responsible for retaining their own evidence of work carried out, including time-stamped photographs of the property before and after each clean, for a period of 30 days following completion of the Booking, to aid dispute management. my cleanerHUB does not collect, store, or require submission of this evidence via the Platform as a matter of course; it remains in the Cleaner's own possession and may be requested by my cleanerHUB solely in connection with resolving a specific dispute raised by a Resident. Failure to retain such evidence does not, of itself, constitute proof that work was not carried out to a satisfactory standard, but may limit a Cleaner's ability to rely on the dispute resolution process described in Section 13.
Cleaners set their own rates. my cleanerHUB may display suggested or recommended price ranges to assist Cleaners and Residents, but each Cleaner is free to set, accept, decline, or negotiate a different price at their sole discretion.
my cleanerHUB does not override, cap, or mandate the price charged by an individual Cleaner, save for platform-wide minimum standards designed to prevent below-cost or exploitative pricing, which apply equally to all Cleaners and are not tailored to individual Bookings.
my cleanerHUB applies a transparent Service Fee in addition to the Cleaner's rate, displayed to the Resident before payment (see Section 9, Invoicing & VAT).
7.1 Authorisation & Holding of Funds
Payments are authorised at booking and held securely until the Booking is confirmed complete (see Section 8, Payment Handling & Fund Segregation).
7.2 Release of Funds
Funds are released to the Cleaner's Stripe Connect account 24 hours after the Booking is confirmed complete, unless a dispute is raised within that 24-hour window in accordance with Section 11.2, in which case release is paused pending resolution under Section 13.
7.3 Payment Methods
Accepted payment methods include Visa, Mastercard, American Express, Apple Pay, Google Pay, and others as supported by Stripe.
7.4 Tips
Tip functionality is not yet available on the Platform. Where introduced in the future, tips will be optional and passed in full to the Cleaner.
7.5 No Cash Payments
Cash or off-platform payments are strictly prohibited.
8.1 Sums paid by Residents are processed via my cleanerHUB's third-party payment provider, using an individual Stripe Connect account established for each Cleaner. Resident payments are routed to the relevant Cleaner's own Stripe Connect account, with my cleanerHUB's Service Fee automatically deducted at the point of transfer, in accordance with the payment schedule set out in the Cleaner Agreement.
8.2 Sums held within a Cleaner's individual Stripe Connect account are held separately from my cleanerHUB's own operating funds and are not commingled with my cleanerHUB's general business bank accounts.
8.3 my cleanerHUB does not treat sums processed through a Cleaner's Stripe Connect account as my cleanerHUB's own revenue, save for the Service Fee retained under Section 9 (Invoicing & VAT).
9.1 Following completion of a Booking, my cleanerHUB will generate a single invoice/receipt on behalf of the Cleaner, issued to the Resident, itemised as two distinct lines: (a) the fee charged by the Cleaner for the cleaning service, presented as a supply made by the Cleaner and reflecting the Cleaner's own VAT status; and (b) my cleanerHUB's Service Fee, presented as a separate, clearly labelled line, with VAT applied only to this line in accordance with my cleanerHUB's own VAT registration.
9.2 The two elements of the invoice are legally and functionally distinct supplies: line (a) is the Cleaner's supply of cleaning services to the Resident; line (b) is my cleanerHUB's supply of introduction and platform services to the Cleaner. Their presentation on a single document is for the Resident's convenience only and does not merge them into a single supply made by my cleanerHUB.
9.3 For the avoidance of doubt, my cleanerHUB does not charge, and is not required to account for, VAT on the Cleaner's service fee (line (a)), as my cleanerHUB is not the supplier of that service.
10.1 Resident cancellations are governed by Section 4.
10.2 Cleaner cancellations: Residents will be notified and may rebook or receive a full refund.
10.3 Cleaner no-shows: Residents may request a full refund under the TrustClean™ Promise Guarantee, and the Cleaner's conduct will be assessed under Section 5.2 and Section 19.
10.4 Regular Cleaners: If a regular Cleaner is unavailable, Residents may wait or select another Cleaner at the same or lower price.
Every booking is covered by the TrustClean™ Promise Guarantee.
11.1 Payment Protection
Payments are held securely until completion, and released 24 hours after completion unless a dispute is raised within that window (see Section 7.2).
If a Cleaner does not attend, the Resident receives a full refund.
11.2 Service Quality
Residents must raise a dispute within 24 hours of completion. Raising a dispute within this window pauses release of funds under Section 7.2 pending resolution under Section 13. my cleanerHUB will consider the dispute in accordance with that process and, where the evidence supports it, may facilitate a partial or full refund. This process does not guarantee a particular outcome for any individual Booking (see Section 11.6).
11.3 Performance Monitoring
Repeated disputes, substantiated complaints, or reliability failures may be used to assess Cleaner performance and may result in corrective action, reduced visibility, temporary deactivation, suspension, or removal, as set out in Section 19.
11.4 Breakages or Damage
Cleaners are responsible for proven accidental damage.
my cleanerHUB acts as a neutral arbiter.
Decisions made by my cleanerHUB are final.
11.5 Limitations
TrustClean™ Promise Guarantee does not replace insurance.
Liability is limited to the value of the affected booking.
11.6 Nature of the Promise
The TrustClean™ Promise Guarantee reflects my cleanerHUB's vetting, identity verification (via TrustID), and dispute-support processes. It is a description of the checks my cleanerHUB carries out before a Cleaner is admitted to the Platform, and of the support my cleanerHUB provides in the event of a dispute (see Section 13). It does not constitute a guarantee by my cleanerHUB of the quality, completion, or outcome of any individual Booking, and does not make my cleanerHUB a party to, or guarantor of, the contract for cleaning services between the Resident and the Cleaner.
12.1 Residents may submit fair, accurate, and non-discriminatory reviews.
12.2 my cleanerHUB may remove reviews that are fake, abusive, misleading, or policy-breaching.
12.3 Cleaners may dispute reviews; my cleanerHUB's decision is final.
12.4 Reviews, ratings, and performance data may be used to assess service quality and determine enforcement actions under Section 19.
13.1 Where a Resident raises a dispute about a completed Booking within the 24-hour window described in Section 11.2, my cleanerHUB will act as a neutral mediator between the Resident and the Cleaner, requesting evidence retained under Section 5.3 and relevant communications from both parties to assist in reaching a resolution.
13.2 my cleanerHUB does not adjudicate disputes as a court or ombudsman would. Raising a dispute within the 24-hour window pauses release of the relevant sum to the Cleaner's Stripe Connect account under Section 7.2. The held sum will be released or refunded in accordance with the outcome reached between the parties, or as determined under Section 13.3.
13.3 Following escalation of a dispute, the Cleaner must respond within 48 hours. If the Cleaner does not respond within this period, my cleanerHUB may determine the dispute based on the evidence and information available, including evidence retained under Section 5.3, and release or refund the held sum accordingly. This does not constitute an admission of liability by my cleanerHUB.
13.4 Where a dispute relating to a completed Booking is raised after funds have already been released to the Cleaner under Section 7.2 (for example, where damage or an issue is only discovered or reported after the 24-hour window in Section 11.2 has passed), my cleanerHUB will consider such disputes on a case-by-case basis. This may include facilitating communication between the Resident and the Cleaner, assessing evidence retained under Section 5.3, or handling the matter under Section 11.4 (Breakages or Damage) where applicable. my cleanerHUB does not guarantee a specific outcome or remedy in these circumstances.
13.5 Escalation Contact
Disputes requiring further escalation, or matters requiring a direct handoff, may be raised via support@mycleanerhub.co.uk or by phone at +44 7516 329547 or +44 7337 147408.
Users must not engage in discrimination, harassment, unsafe conduct, platform circumvention, illegal activity, document falsification, sharing or requesting personal phone numbers or other direct contact details outside the Platform (see Section 15), or misuse of accounts or Platform systems. A breach of this Section may result in immediate suspension or removal under Section 3.4 and Section 19, and, where non-payment or fraud is involved, referral for debt recovery under Section 19.3.
Secure sign-up via OTP or social login.
In-app and WhatsApp communication tools provided.
Support available 24/7 via WhatsApp, in-app chat, our website, or email (support@mycleanerhub.co.uk).
Key sharing is at the Resident's discretion; my cleanerHUB does not arrange pre-meets.
15.1 Communication Through the Platform
All communication between Residents and Cleaners relating to a Booking must take place via the Platform's in-app messaging or its provided WhatsApp channel. Users must not share or request personal phone numbers or other direct contact details outside the Platform. This requirement exists to support service quality monitoring, dispute resolution, and User safety.
Cleaners must pass identity and right-to-work checks via TrustID before receiving jobs. Re-verification may be required if documents expire. Substitution or unverified helpers are prohibited.
TrustID processes identity and right-to-work documents (including passports and right-to-work share codes) directly and securely on our behalf. my cleanerHUB does not receive, view, or store copies of these documents. We typically receive only a pass/fail verification outcome from TrustID, together with limited confirmation data (such as verification status and expiry date) necessary to maintain compliance records.
Cleaners are responsible for their own taxes and National Insurance. my cleanerHUB provides earnings statements via the Cleaner dashboard, downloadable as PDF or CSV, with monthly statements available. Records of booking and payment history are retained for at least six years and my cleanerHUB may disclose earnings to HMRC where legally required.
Personal data is processed in accordance with applicable law and our Privacy Policy. Verification data is handled by TrustID as set out in Section 16; my cleanerHUB stores only the verification status and profile data necessary for Platform operation. Users may request deletion of their personal data, subject to any statutory or lawful retention obligations (including those described in Section 17).
19.1 Cleaner Non-Compliance
Where a Cleaner is found to have engaged in no-shows, repeated cancellations, or other Reliability Failures as defined in Section 5.2, my cleanerHUB may, at its discretion and proportionate to the conduct concerned, reduce the Cleaner's profile visibility, pause or deactivate the Cleaner's ability to receive or accept new bookings, suspend the Cleaner's account, or permanently remove the Cleaner from the Platform.
19.2 Resident Non-Payment
Where a Booking has been fulfilled and payment is not successfully completed (including a declined card, failed re-authorisation, reversed or disputed transaction, or withdrawn payment method), my cleanerHUB may suspend or deactivate the Resident's account, and restrict the Resident's ability to make further bookings, until the outstanding balance is settled in full.
19.3 Debt Recovery
Where a Resident fails to pay for a completed Booking, my cleanerHUB reserves the right to pursue recovery of the outstanding amount by lawful means, including through the small claims court, third-party debt collection agencies, or other appropriate recovery action, and may seek to recover reasonable and proportionate costs incurred in doing so.
19.4 Reinstatement and Appeals
A User whose account has been suspended or deactivated under this Section may request a review by contacting my cleanerHUB via the support channels set out in Section 15, or the escalation contacts in Section 13.5. my cleanerHUB will consider such requests in good faith; reinstatement remains at my cleanerHUB's sole discretion.
my cleanerHUB is not a party to the service contract between Residents and Cleaners. To the fullest extent permitted by law, liability is excluded for indirect or consequential losses and capped at the value of the affected booking.
20.1 Indemnity
Each User agrees to indemnify and hold my cleanerHUB harmless against any losses, costs, or claims arising from their breach of these Terms, unlawful conduct, or misrepresentation in connection with their use of the Platform.
We may suspend or terminate access for violations of these Terms, misuse, fraud, safety concerns, or persistent behaviour that negatively impacts Platform reliability, service quality, or trust, including the circumstances described in Section 19.
We may update these Terms from time to time. Continued use of the Platform constitutes acceptance of the updated Terms.
These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms, including debt recovery proceedings under Section 19.3, shall be subject to the exclusive jurisdiction of the courts of England and Wales, including the small claims track where applicable.
Nothing in these Terms affects a Resident's statutory rights as a consumer, including under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
The Platform is available only to individuals aged 18 or over who have the legal capacity to enter into a binding contract.
my cleanerHUB shall not be liable for any failure or delay in performance caused by circumstances beyond its reasonable control, including but not limited to acts of God, industrial action, or failure of third-party payment or verification providers.
Email: thehub@mycleanerhub.co.uk
Company: my cleanerHUB Ltd
Registered in England & Wales: 16330238
Registered address: 11b Almond Road, Burnham, Bucks, SL1 8HX
VAT number: 502 0523 55