CleanHut customer terms
Version 2026-09-19 · UK marketplace terms. These terms do not exclude or restrict rights that cannot lawfully be excluded.
1. How CleanHut works
Fair to both sides: CleanHut’s booking, cancellation and resolution rules are designed to protect both customers and cleaning professionals, set clear expectations and keep every booking professional and reliable.
CleanHut provides a marketplace through which customers can describe cleaning work, receive quotes and book cleaning professionals. The agreed scope, price, date and other booking details form the booking record.
2. Before booking
Customers must provide accurate account and job information. Contact details and the exact service address are protected until the booking reaches the required confirmed and paid stage.
3. Price and payment
The customer sees the agreed booking amount before committing. Payment processing will be subject to the payment information shown at checkout. CleanHut will not treat a browser action alone as proof that payment has been made.
4. Cancellation
Subject to statutory cancellation and consumer rights, CleanHut's booking policy is: cancellation by the customer more than 24 hours before the scheduled cleaning receives a full refund; cancellation within 24 hours may incur a charge equal to 20% of the agreed booking value, capped at £50, with the remaining amount refunded. This late-cancellation charge helps compensate the professional for reserved time and lost opportunity: once they commit to the booking, they may turn down other work and a late cancellation may leave too little time to replace the appointment. If the cleaning professional or cleaning company cancels the agreed appointment or fails to attend, the customer receives a full refund under the CleanHut policy. The customer late-cancellation charge does not apply.
If the law gives a customer a cancellation or refund right that is more favourable than this policy, that statutory right applies. Where a customer asks for a service to begin during a statutory cancellation period, any legally required request, acknowledgement or payment for service already supplied must be handled in accordance with applicable law.
5. Service quality
Nothing in these terms removes statutory rights concerning services, including applicable rights where a service is not carried out with reasonable care and skill or does not match what was agreed.
6. Problems with a cleaning
The customer should report a problem through CleanHut. The professional is given an opportunity to respond and may offer a return visit, price reduction or another solution. If the parties cannot agree, the case can be escalated to CleanHut admin processing. CleanHut may request information or evidence, advise either party, propose a resolution and record a final platform decision. Advice or a proposed resolution does not itself move money; a final recorded resolution may change the booking or refund state.
7. Reviews
Reviews must relate to a genuine completed CleanHut booking. CleanHut may investigate reported reviews and take proportionate action where content breaches platform rules.
8. Platform use
Users must not misuse verification, payment, messaging or dispute systems, impersonate another person, provide deliberately false booking information or attempt to circumvent platform safeguards.
9. Changes
The applicable version of these terms should be recorded when a customer accepts a booking. Material changes apply prospectively unless law requires otherwise.