Cleanifiq Terms and Conditions

1. About our Terms

1.1 These Terms explain how you may use this Platform (the "Platform") which is available for download free of charge. They apply to the use of services provided by Cleanifiq Ltd, a company incorporated in Scotland under number SC684576 and having its registered office at 1119 Cathcart Road, Glasgow, G42 9BD ("we", "us" or "our") through the Platform.

1.2 Someone who uses the services available through the Platform (the "Services") is referred to as a "User", "you" or "your" and will be using the Services either as a Customer or as a Service Provider.

1.3 A Customer is a User who has registered with a Customer account on the Platform and/or our website at www.cleanifiq.com

1.4 A Service Provider is a User who has registered with a Service Provider account on the Platform to provide services including, but not limited to, cleaning services, handyman services, gas engineering, plumbing, electrical work, and other trade services as may be offered through the Platform from time to time. In order to register as a Service Provider, you must be over the age of 18. It is essential that you give your correct date of birth as a job may require you to be a minimum age. By registering as a Service Provider with the Platform you also warrant and confirm that you have the right to work in the United Kingdom and have the insurance requirements referred to at 4.7 below.

1.5 You should read these Terms carefully before using the Platform.

1.6 By registering with the Platform as a Customer or a Service Provider or otherwise indicating your consent, you agree to be bound by these Terms and the documents referred to in them and you are deemed to accept and be bound by any further messages and information provided by us in relation to the Services.

1.7 If you do not agree with or accept any of these Terms, you should stop using the Platform immediately.

1.8 If you have any questions about the Platform, please contact us by:

• Email: contact@cleanifiq.com
• Telephone: +44 0141 488 0088

2. Using the Platform

2.1 You agree that you are solely responsible for:

• 2.1.1 all costs and expenses you may incur in relation to your use of the Platform; and
• 2.1.2 keeping your password and other account details confidential.

2.2 The Platform is intended for use only by those who can access it from within the UK. If you choose to access the Platform from locations outside the UK, you are responsible for compliance with local laws where they are applicable.

2.3 We seek to make the Platform as accessible as possible. If you have any difficulties using the Platform, please contact us at contact@cleanifiq.com

2.4 We may prevent or suspend your access to the Platform if you do not comply with any part of these Terms, any terms or policies to which they refer or any applicable law.

3. Our Role

3.1 The purpose of the Platform is to act as a means of allowing Customers to advertise their service requirements (the "Task" or "Tasks") to Service Providers, to provide a platform to allow Service Providers to view the Tasks and to provide Customers with a means of selecting a Service Provider and engaging with them to carry out the Task. Services available through the Platform include, but are not limited to, cleaning services, handyman services, gas engineering, plumbing, electrical work, and other trade services.

3.2 Our role is limited to facilitating the Service Provider and the Customer agreeing terms upon which the Service Provider is appointed to carry out the Task. Other than accepting payment of the Charge (as defined below) on behalf of the Service Provider which we shall deal with in accordance with Condition 6, we have no further role or responsibilities and in particular it is drawn to the attention of Users that:

• 3.2.1 while we shall use all reasonable endeavours to keep the Platform available at all times, access is subject to internet availability and we may also require to carry out maintenance or upgrades to the Platform;
• 3.2.2 the content of your Profile (as defined at Condition 4) and the content of any Task is uploaded entirely by the User who has sole responsibility for its content;
• 3.2.3 while we facilitate the process, we are not party to any contract between a Customer and a Service Provider and are not responsible in any way for any action, inaction, performance or non-performance by any Service Provider.
• 3.2.4 while we carry out identity checks and seek information about all Service Providers' insurance, we do not guarantee the accuracy of information held in a Service Provider's profile or in any response to any Task you list. However, if we become aware that information contained within a Profile or Task created on your account is inaccurate or misleading we reserve the right to amend the Profile or Task and may suspend or cancel your registration with us.

4. User Profile and Accounts

4.1 Users are responsible for all information they post or upload to the Platform, for the content of their Profiles and for their own security in connection with our services, both online and offline.

4.2 When registering to use the Platform, Users will be required to complete a questionnaire (the "Questionnaire") giving details of (a) in the case of a Service Provider their experience, location, availability, relevant qualifications, prices, type of services offered (such as cleaning, handyman, gas engineering, plumbing, electrical work, or other trades), warranty period offered, and type of Task which would be of interest to them and (b) in the case of a Customer, their business and location. This information will be used to match the Service Provider with a Task.

4.3 All Users will then create a profile, either a Service Provider Profile ("Service Provider Profile") or a Customer Profile ("Customer Profile") (together the "Profiles"). A Service Provider Profile will include information which is made available to Customers, and a Customer Profile will include information which is made available to Service Providers. Certain information will only be made available to us to allow us to provide the Services ("Private Profile"). By uploading such information Users consent to our using it to provide services through the Platform and acknowledge and agree that the contents of their Profiles, but not their Private Profile, will be made available to other Users.

4.4 Users must exercise their own judgement regarding the accuracy of information provided on the Platform. We cannot guarantee that all of the content on the Platform is complete, accurate or up-to-date.

4.5 Users are responsible for all use made of their account. When registering to use the Platform, Users will be required to set up a password for their account. Users are responsible for all transactions or use made of their account through their password. You should contact us immediately if you believe unauthorised use has been made of your account.

4.6 Before your registration as a Service Provider is accepted you will require to provide us with:

• 4.6.1 Valid identification and your trading and/or residential address;
• 4.6.2 for individual Service Providers, evidence of your valid public liability insurance;
• 4.6.3 for service businesses, satisfactory evidence of your valid business insurances (mandatory) and relevant health and safety and employment policies (if you have any). You agree and undertake that you will advise us of any changes to such details. If your insurance has expired we reserve the right to suspend your account, Profile and access to the Platform until you provide evidence of your new insurance whereby your profile will be un-suspended;
• 4.6.4 for regulated trades (such as gas engineering and electrical work), evidence of relevant certifications and registrations (e.g., Gas Safe registration for gas engineers, appropriate electrical certification for electricians).

4.7 We also reserve the right at any time to request any disclosure and other background documents we deem necessary.

4.8 If, in our opinion (which need not be reasonable), any User fails to comply with these terms and conditions or makes inappropriate use of the Platform, we may immediately suspend or terminate their account, Profile and/or access to the Platform.

5. Matching Customer and Service Provider

5.1 When a Customer wishes to advertise a Task on the Platform, they will create an entry for the Task setting out its general description, location, and whether it is for a fixed price or hourly rate. We reserve the right to reject any Task if it does not meet the requirements for advertisement, including but not limited to, any aspect which makes the Task, in our opinion, unsuitable to list on the Platform.

5.2 A Match may be created as follows:

• Fixed Price Services: Once a Task for a fixed price is accepted for listing, it will be made available to Service Providers whose Profile meets the Task requirements who will then be able to provide a quote for the Task to the Customer. The quote must include all costs including any materials required. The Customer may then select a quote to confirm the booking for the Task (a "Match").
• Hourly Services: Once a Task for hourly services is accepted for listing, it will be made available to Service Providers whose Profile meets the Task requirements. Service Providers may then offer their availability for the Task. The Customer may select a Service Provider to confirm the booking for the Task based on the hourly rate.

5.3 The terms which a Customer and Service Provider may then agree as to the basis upon which the Service Provider will perform the Task is between the Customer and the Service Provider and such terms will be binding.

5.4 Our role is only to facilitate a Match. Once a Match occurs, Service Providers and Customers will communicate directly via Customer Support and carry out their own discussions and negotiations. Service Providers must satisfy themselves as to the scope and requirements of any Task. No warranty is given nor is to be implied regarding the Task or the Customer, or any information relating to them. We reserve the right to change any details or arrangements in respect of a Task, made at the request of the Service Providers and/or Customers.

5.5 Obligations for Task Completion: Once a Service Provider has agreed to undertake a Task, they are required to complete it to the best possible quality.

5.6 Additional Payment Requests for Fixed Price Tasks: If a Service Provider finds that something does not match the Customer's description for a fixed price Task, the Service Provider is obliged to notify the Customer and raise an additional payment request through our system. This request should include a description of what needs to be done and the extra price according to the Service Provider's price list. Conversely, if the Service Provider finds that certain items selected by the Customer do not exist or do not need to be serviced (for example, a Customer selected a fridge but there is no fridge in the property), the Service Provider must notify the Customer and should not charge for such items. Service Providers are responsible for ensuring fair and accurate charging based on the actual work required.

5.7 Customer Response to Additional Payment Requests: Even if the Customer indicates they do not want to pay extra and are satisfied with their original selection, the Service Provider must still raise an additional payment request and allow the Customer to reject it.

5.8 Completion Following Rejection or Expiry of Additional Payment Request: If the Customer rejects the additional payment request or if it expires (it expires in 1 hour), the Service Provider shall not be obligated to complete the additional work and shall only be required to complete the items originally selected by the Customer to the required standard.

5.9 Additional Hours for Hourly Services: For hourly service tasks, the Customer must select the number of hours required. If more hours are needed, the Service Provider can raise an additional payment request for the extra hours, provided they are available to do those hours.

5.10 In-Person Visit Quotes:

• 5.10.1 You may opt in to offering in-person visits: attending a property within your coverage area to assess a job and provide a quote on site. Opting in is optional and can be switched off at any time.
• 5.10.2 A Customer's first in-person visit for a Task is free of charge to the Customer. In return, while your visit is active, that Customer can only book the Task through a Service Provider who has visited the property. You are not paid for a free visit; your consideration is that exclusivity.
• 5.10.3 When opting in you set your own visit fee: the amount a Customer pays if they have already used their free visit and want you to attend as an additional Service Provider. Our standard commission under Condition 6.7 applies to visit fees, deducted as with any other payment.
• 5.10.4 A visit booked with you appears in your calendar. You may rearrange it by agreement with the Customer using the reschedule function. Cancelling three (3) booked visits results in the in-person visit feature being disabled on your account until reviewed with us; you will receive a written statement of the specific facts when that happens.
• 5.10.5 A quote you give after a visit states its own validity period, up to a maximum of three months, and can be accepted by the Customer at any time within that period.

6. Pricing and Payments

6.1 In their description of a Task Customers will require to identify the hourly rate or fixed price which they are willing to pay for it. Service Providers will indicate their willingness to be considered for the Task and will be asked to advise of their charge for the Task.

6.2 The price to be charged by you for a Task is to be agreed entirely between you and the Customer.

6.3 On first registering as a Service Provider with the Platform, no rating will be displayed on your Profile. Once you receive your first Customer review, your rating will be shown. Your rating will be calculated as the average of the ratings from your last 15 Customer reviews.

6.4 Customers with a business account for non-domestic Tasks will be invoiced after completion of the Task, to be paid within 30 days. For all other Tasks, the full charge is payable on booking the Service Provider.

6.5 If after booking a Task the Private Customer cancels it, you are entitled to a cancellation fee as described below:

• 6.5.1 More than 2 days before the booking day: no cancellation fee;
• 6.5.2 Less than 2 days before the job date including arriving at the property but not starting the job: your minimum call out fee;
• 6.5.3 After starting the job: Minimum call out fee or your price for the amount of work carried out, whichever is the greatest.

6.6 Business Customer Cancellations:

• 6.6.1 Business customers may cancel a booking on the day of the job without fee, provided the Service Provider has not yet: (i) arrived at the property; (ii) picked up keys on the day of the job; or (iii) commenced travel to the property or to collect keys;
• 6.6.2 If the Service Provider has provided a notified arrival time and the Customer cancels within 60 minutes of that time, a minimum call out fee will apply;
• 6.6.3 If no arrival time was notified by the Service Provider, Cleanifiq will accept the Customer's account of the circumstances when determining whether a cancellation fee applies;
• 6.6.4 After the Service Provider has started work, the cancellation fee shall be the greater of the minimum call out fee or the price for work already carried out.

6.7 We charge a commission fee for you registering with the Platform which varies depending on the type of service provided:

• 6.7.1 One-off Cleaning Services: twenty (20%) per cent of the service charge;
• 6.7.2 Regular Cleaning or Airbnb Cleaning Services: ten (10%) per cent of the service charge;
• 6.7.3 Handyman, Trade and Other Services (including gas engineering, plumbing, electrical work): (i) for jobs with a total service value (excluding materials) up to £500: twenty (20%) per cent; (ii) for jobs with a total service value (excluding materials) between £500.01 and £1,500: fifteen (15%) per cent; (iii) for jobs with a total service value (excluding materials) over £1,500: ten (10%) per cent;
• 6.7.4 No commission is charged on the cost of materials purchased by the Service Provider on behalf of the Customer.

We shall be entitled to deduct our commission from payments we receive on your behalf from Customers for the Tasks.

6.8 Cancelling a Confirmed Booking:

• 6.8.1 Our commission on a booking is earned when the Customer confirms that booking: at that point our matching service is complete. It is normally collected from the Customer's payment after the Task is completed, but a cancellation by you does not cancel the commission;
• 6.8.2 If you cancel a confirmed booking within 3 days of the booking date, the full commission on that booking remains payable by you. If you cancel earlier than that, no commission is charged; where the Customer had already paid, an administration fee equal to our actual payment-processing cost, which can be 1.69% up to 5% of the booking value, applies instead;
• 6.8.3 Replacement surcharge cover: if you cancel within 3 days of the booking date and the Customer re-books the same service through the Platform for the same date as the cancelled booking, and the replacement booking includes a genuine same-day or next-day surcharge shown as a separate line, you agree to pay that surcharge element in the Customer's place, so the Customer does not pay extra for your cancellation. This applies only where the surcharge was actually incurred and credited to the Customer, and only to the surcharge element: never the difference between your price and the replacement's price. If the Customer chooses to re-book for a different date, no surcharge cover applies.
• 6.8.4 You may always send a suitably qualified substitute instead of cancelling, at no charge.
• 6.8.5 Sums due under this Condition 6.8 may be deducted from payments we hold, later receive on your behalf or can we charged separately as an invoice or charged on the card you hold on file.
• 6.8.6 One cancellation triggers either the charges in this Condition or the account measures in Condition 11, never both. If you cancel more than three (3) confirmed bookings in any calendar month, we may restrict your account;
• 6.8.7 If the Customer cancels the booking, no commission or fees will be charged to the Service Provider;

6.8.8 Removal from a Task for aggressive or abusive behaviour:

• (a) If we receive a report of threatening, abusive, aggressive or intimidating behaviour by you towards any person at or in connection with a Task (including the Customer, a tenant, a letting agent's representative, a neighbour or our staff), or of other conduct that makes it unreasonable to expect the Customer to allow you to remain at or return to the property, we may investigate. Where we are reasonably satisfied on the available evidence that the behaviour occurred, we may remove you from the Task with immediate effect, whether or not you have started it, and even if you are willing to continue or to return;
• (b) Where we remove you under this Condition, the Task will be treated for the purposes of this Condition 6.8 as a confirmed booking cancelled by you within 3 days of the booking date: the full commission remains payable and the replacement surcharge cover in Condition 6.8.3 applies. Condition 6.8.4 (substitutes) does not apply unless we agree otherwise;
• (c) The Customer is not required to accept your return to the property for any purpose, including rectification under Conditions 10.2 and 10.9, and we may assign an alternative Service Provider immediately;
• (d) You will be paid only for work already carried out to a satisfactory standard, if any, as reasonably assessed by us, under deduction of any sums due under this Condition 6.8 and Condition 10.9;
• (e) We will confirm our decision and the facts relied on in writing. We may also apply the account measures in Conditions 11 and 19 in addition to the charges in this Condition; the first sentence of Condition 6.8.6 does not apply to cases under this Condition 6.8.8.

6.9 We shall retain all payments received from Customers for Tasks for which you are booked. Payment release is triggered by you completing the Finish Job process on the Platform, including, where applicable, recording the return of keys under Condition 6.11. For private-customer bookings, payment is released from the day after the booking once Finish Job is complete and normally arrives in your account within 7 days. For business-customer bookings, the Customer's invoice is issued after you complete Finish Job, and you are paid after the Customer pays. Payments are made under deduction of our fees charged under 6.7 above and any sums due under 6.8. If we receive notice from a Customer that they are not happy with your service, we shall retain the payments until the dispute is resolved in accordance with Condition 10.

6.10 Late Payment Fee Request Tool. Business customers are required to pay invoices within 30 days. If payment is late, you have the statutory right under the Late Payment of Commercial Debts (Interest) Act 1998 to request late payment fees. The Platform provides a tool to facilitate this:

• When an invoice is overdue by 30+ days, you may request late payment fees through the Platform;
• The customer will receive 5 working days' notice before fees are automatically added;
• Fees include: £40 for debts under £1,000, £70 for debts £1,000-£9,999.99, £100 for debts £10,000+, plus 8% above Bank of England base rate;
• You are exercising your independent statutory rights - Cleanifiq only facilitates the communication;
• Any disputes about fees must be resolved directly between you and the customer;
• If fees remain unpaid, you must pursue recovery directly with the customer.

6.11 Keys and Property Access:

• 6.11.1 Where a Customer states that keys must be collected from another location and returned, the booking will show where to collect them and when they must be returned: the same day (where the Customer has confirmed an after-hours letterbox or key box is available), the next working day, or as soon as reasonably possible where the Customer has set no deadline;
• 6.11.2 By proceeding with such a booking you accept the stated return requirement. You must record the return of the keys on the Platform, including photographic evidence and the date and time of return. Uploading false or misleading evidence is a serious breach of these Terms;
• 6.11.3 Payment for a booking that includes key return is released only after you complete the Finish Job process AND the key return has been recorded (or the Customer has confirmed receipt of the keys);
• 6.11.4 Keys may be the Customer's only set. If you fail to return keys as required and the Customer reasonably incurs costs regaining access or replacing locks, you may be liable for those evidenced costs, which may be deducted from payments we hold for you under the same itemised-statement and dispute process as Condition 6.8.5;
• 6.11.5 If a Customer reports that keys have not been returned, we may restrict your access to new Tasks until the matter is resolved.

7. Materials Purchase and Ownership Transfer

7.1 This section applies to Tasks where the Service Provider is required to purchase materials on behalf of the Customer as part of the service (typically for handyman, trade, and other specialist services).

7.2 When bidding for a Task that requires materials, the Service Provider must clearly specify:

• 7.2.1 The total cost of materials required;
• 7.2.2 The labour/service cost (which will be subject to commission as per Condition 6.7);
• 7.2.3 A breakdown of materials where the total materials cost exceeds £500.

7.3 Payment for materials shall be handled as follows:

• 7.3.1 Private Customers: The Customer must pay the full materials cost to Cleanifiq upfront upon accepting the bid, before the Service Provider purchases any materials;
• 7.3.2 Business Customers: The Customer must commit to pay and, in some cases at our discretion, pay the materials cost upfront;
• 7.3.3 Cleanifiq will hold the materials payment in trust until ownership transfer is confirmed.

7.4 Upon receiving confirmation that the Customer has paid for materials, the Service Provider shall:

• 7.4.1 Purchase the materials as specified in their bid;
• 7.4.2 Obtain and retain receipts or invoices from suppliers for all materials purchased;
• 7.4.3 Deliver the materials to the Customer's property;
• 7.4.4 Upload to the Platform: (i) copies of all receipts/invoices for materials purchased; and (ii) photographic evidence of the materials present at the Customer's property.

7.5 Ownership Transfer and Sale:

• 7.5.1 Upon delivery of materials to the Customer's property and upload of the required documentation, the Customer will receive a notification to confirm receipt of materials;
• 7.5.2 The Customer must either confirm receipt or report an issue within 2 days of receiving the notification;
• 7.5.3 If the Customer confirms receipt, the ownership of materials transfers from the Service Provider to the Customer at that moment (the "Ownership Transfer"). This constitutes the legal sale of the materials from the Service Provider to the Customer;
• 7.5.4 If the Customer does not respond within 2 days and does not report an issue, the Ownership Transfer shall be deemed to have occurred automatically, and the materials shall be deemed sold to and owned by the Customer;
• 7.5.5 Upon Ownership Transfer (whether confirmed or deemed), Cleanifiq will release the materials payment to the Service Provider.

7.6 Materials Disputes:

• 7.6.1 If the Customer reports that materials were not received or are defective within the 2-day period, the payment for materials will remain held pending resolution;
• 7.6.2 The Service Provider must provide evidence (receipts, photographs, delivery confirmation) to support that materials were purchased and delivered as specified;
• 7.6.3 Cleanifiq will review the evidence and determine the appropriate resolution, which may include partial or full release of funds, requirement to deliver replacement materials, or refund to the Customer;
• 7.6.4 Cleanifiq's decision on materials disputes shall be final.

7.7 Warranty for materials shall be subject to the manufacturer's warranty terms. The Service Provider is not liable for defects in materials beyond what is covered by manufacturer warranties, unless the Service Provider selected inappropriate or substandard materials for the Task.

8. Staged Payments for Large Projects

8.1 For larger Tasks (typically handyman, trade, and other services with a total value exceeding £1,500), the Service Provider may structure the Task into multiple phases with staged payments.

8.2 When proposing staged payments, the Service Provider must clearly specify in their bid:

• 8.2.1 The total cost of materials (if any), to be paid upfront as per Condition 7;
• 8.2.2 The number of phases and a description of the work to be completed in each phase;
• 8.2.3 The payment amount for each phase.

8.3 Payment handling for staged projects:

• 8.3.1 Private Customers: Must pay the materials cost (if any) plus the first phase payment upfront upon accepting the bid. Subsequent phase payments are charged at the start of each phase;
• 8.3.2 Business Customers: Must commit to all payments. Materials and first phase may be required upfront at our discretion;
• 8.3.3 All payments are held by Cleanifiq and released upon completion and approval of each phase.

8.4 Phase completion and payment release:

• 8.4.1 Upon completing a phase, the Service Provider must notify Cleanifiq and upload photographic evidence of the completed work;
• 8.4.2 The Customer will receive notification to confirm the phase is complete or report an issue;
• 8.4.3 If the Customer confirms completion, the payment for that phase is released to the Service Provider (less commission);
• 8.4.4 If the Customer does not respond within 2 days and does not report an issue, the phase shall be deemed approved and payment shall be automatically released;
• 8.4.5 If the Customer reports an issue, the dispute resolution process in Condition 10 shall apply.

8.5 The Service Provider shall not commence work on a subsequent phase until:

• 8.5.1 The previous phase has been confirmed complete (or deemed complete); and
• 8.5.2 Payment for the next phase has been received by Cleanifiq (for private customers) or confirmed by the business customer.

9. Invoicing Services

Where we provide Service Providers with the ability to create and/or issue invoices themselves, this does not create and/or make us liable for any matter in relation to the creation and/or issuing of such invoices other than is set out in these terms and any other terms associated with the Service Provider's creation and/or issuing of their own invoices should be read in addition to this provision.

10. Disputes

10.1 If a Customer is dissatisfied with the way in which a Task is performed they must advise us within 7 working days or they will be deemed to accept it.

10.2 Where a dispute arises in relation to the performance of a Task, at first instance a Customer will give the Service Provider an opportunity to rectify the Task by again completing the Task or work disputed.

10.3 A Service Provider may refuse to undertake an agreed and Matched Task upon arrival at the Task location and prior to undertaking the Task however, if a Service Provider starts a Task they are deemed to have accepted the Task and they must finish the Task in order to receive payment. Should any dispute arise it will be dealt with in accordance with this clause 10. Should a Service Provider refuse to undertake an agreed and Matched Task upon arrival customers will be able to still review and rate the Service Provider.

10.4 In relation to a Customer's dissatisfaction or dispute, they must provide video or photographic evidence of the whole or part of the Task in issue. Should they not provide such evidence, we reserve the right to close the dispute within 7 days of their notification of such dispute under 10.1 above.

10.5 Service Providers must take photographs or video evidence of a Task if amendment is to be made to the details, prior to the Task being undertaken.

10.6 Photos must be taken "before" and "after" any Task is carried out. If there is a dispute we may refer to such evidence. A Service Provider will not use such photos for any other purpose.

10.7 You agree that our decision on whether it is appropriate to provide a discount or refund (in whole or in part) to you is entirely at our discretion and our decision will be final and binding on both the Customer and the Service Provider.

10.8 In relation to a Service Provider and Customer's review and rating, we reserve the right to investigate challenge and if considered appropriate, deny any review given.

10.9 Customer Dissatisfaction and Remedies: If a Customer reports dissatisfaction with a Task, the following process will apply:

10.9.1 The original Service Provider will have 48 working hours, or such other timeframe as may be agreed directly between the Customer and the Service Provider, to rectify the issue to the Customer's satisfaction, in accordance with industry standards.

10.9.2 If the original Service Provider refuses or is unable to rectify the problem within this timeframe, Cleanifiq will: (i) Assign an alternative Service Provider to complete the Task; and (ii) Deduct the cost of the alternative Service Provider, to the extent it exceeds the amount already payable to the original Service Provider for the Task, from the original Service Provider's payment.

10.9.3 The original Service Provider acknowledges and agrees that: (i) Any costs incurred by Cleanifiq in remedying unsatisfactory work will be deducted directly from their pending payment for the Task; (ii) Such deductions may result in the original Service Provider receiving reduced payment or no payment if the remediation costs exceed the original Task fee.

10.9.4 If a suitable alternative Service Provider cannot be arranged, Cleanifiq will consult with the Customer to find a satisfactory resolution, which may include a partial or full refund, the cost of which will also be deducted from the original Service Provider's payment.

10.10 End of Tenancy Cleaning — Inspection Standard (Private Customers)

10.10.1 Where a Private Customer books an End of Tenancy cleaning Task, the Service Provider acknowledges that the standard of cleaning must be sufficient to pass inspection by the landlord, letting agent, or inventory clerk (the "Inspection Standard"), regardless of whether the Customer has confirmed their satisfaction with the Task at the time of completion.

10.10.2 If an inspection carried out by the landlord, letting agent, or inventory clerk identifies areas requiring further cleaning, and this is reported to Cleanifiq within 7 working days of the date of the Task, the Service Provider shall be required to return to the property and rectify the identified issues at no additional cost to the Customer. This obligation applies even where:

• (a) the Customer has already confirmed satisfaction with the Task; and
• (b) the return visit requires the Service Provider to collect and return keys from a different location to the original Task.

10.10.3 To make a claim under this Condition, the Customer must provide Cleanifiq with the inspection findings and photographic or video evidence identifying the areas requiring further cleaning, in accordance with Condition 10.4.

10.10.4 This obligation does not apply to any areas, appliances, or levels of service that the Service Provider identified as requiring additional work and raised through an additional payment request in accordance with Condition 5.6, where that request was rejected by the Customer or allowed to expire. In such circumstances, the Customer shall be liable for any additional charges and rectification costs associated with those specific items.

10.10.5 Service Providers are advised to take comprehensive photographic and video evidence of all areas upon completion of an End of Tenancy Task. In the absence of such evidence, should a dispute arise, the Service Provider may be unable to demonstrate the standard of work delivered at the time of completion, and Cleanifiq will determine the resolution based on the available evidence.

10.10.6 The rectification process set out in Condition 10.9 shall apply, including the right of Cleanifiq to assign an alternative Service Provider and deduct costs from the original Service Provider's payment where the original Service Provider fails to rectify within the required timeframe, or such other timeframe as may be agreed directly between the Customer and the Service Provider.

11. Quality Assurance and Account Suspension

To maintain high service standards and protect customer experience, Cleanifiq continually monitors performance and feedback. Where a Service Provider receives three (3) substantiated complaints within a short period of time relating to service quality or conduct, and is unable to provide reasonable evidence demonstrating that they were not at fault, Cleanifiq reserves the right to temporarily suspend the Service Provider's account.

This measure is taken to prevent any further negative impact on the Service Provider's profile, customer satisfaction, and the Cleanifiq brand. During any suspension period, Cleanifiq will contact the Service Provider to discuss the situation and offer appropriate assistance or training to support performance improvement. Account reactivation will be considered once satisfactory reassurance has been provided regarding quality standards and future conduct.

Cleanifiq aims to take a collaborative and supportive approach to resolving performance concerns and will treat each case fairly and individually. Where an account is suspended or restricted, we will provide a written statement of the specific facts and circumstances and the provision of these Terms relied on, at or before the time the suspension or restriction takes effect.

12. Non-solicitation, Non-compete and Client Introduction Fee

12.1 During their use of the Services and for a period of 12 months thereafter, Service Providers and Customers will not, without our prior written consent, use, seek to use, engage, offer, or provide (both directly or indirectly) work and/or services of any kind to each other, other than via the Platform, if they were first introduced through the Platform.

12.2 If a Service Provider decides to work directly with a Customer, bypassing the Platform, they must notify us and pay a client introduction fee. This fee will be a minimum of £2,500, but it may be higher depending on the potential lost profit due to the direct connection. For instance, if the Customer is a letting agency that processes £20,000 a year in cleaning jobs, the fee would be calculated based on the commission we would have earned on those jobs (e.g., 20% = £4,000).

12.3 To formalize a direct hiring arrangement, Service Providers must:

• Submit a formal request through the Platform;
• Agree to the client introduction fee, which will be determined based on the criteria outlined in 12.2;
• Complete the payment of the client introduction fee through the Platform.

12.4 Upon receipt of the client introduction fee, we will grant permission for the direct hiring of the Service Provider by the Customer. Both parties must comply with this process to ensure legal and contractual obligations are met.

12.5 Any breach of this non-solicitation clause may result in the suspension or termination of the Customer's and/or Service Provider's account and legal action to recover the client introduction fee and any associated costs.

13. Your Privacy and Personal Information

13.1 Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our privacy policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities in the event you have a query or complaint about the use of your personal information.

13.2 Our privacy policy is available here.

14. Ownership, Use and Intellectual Property Rights

14.1 The Platform and all intellectual property rights in it including but not limited to any content which is uploaded by you into a Profile are owned by us. Intellectual property rights means rights such as: copyright, trade marks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world). We reserve all of our rights in any intellectual property in connection with these Terms. This means, for example, that we remain owners of them and free to use them as we see fit.

14.2 Nothing in these Terms grants you any legal rights in the Platform other than as necessary to enable you to access the Platform. You agree not to adjust or try to circumvent or delete any notices contained on the Platform (including any intellectual property notices) and in particular you will not:

• 14.2.1 copy, modify, adapt, translate, publish, display, communicate, transmit, sell, or exploit for any commercial purpose any portion of, or any access to, the Platform;
• 14.2.2 create derivative works from any part of the Platform.

15. Submitting Information to the Platform

15.1 You confirm that any information, content, materials, data, or other matter you upload to the Platform ("User Content") complies with these Terms.

15.2 You grant us a non-exclusive, royalty-free, worldwide licence to use, copy, modify, display, and distribute your User Content for the purpose of operating and promoting the Platform and our Services.

15.3 You represent and warrant that you own or have the necessary rights to grant the licences in respect of any User Content you submit and that such User Content does not infringe any third party's rights.

16. Limitation on our Liability

16.1 Nothing in these Terms shall limit or exclude our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited by applicable law.

16.2 Subject to Condition 16.1, we shall not be liable to you, whether in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising under or in connection with these Terms for: (a) loss of profits, sales, business, or revenue; (b) business interruption; (c) loss of anticipated savings; (d) loss of business opportunity, goodwill or reputation; or (e) any indirect or consequential loss or damage.

16.3 We are not liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data, or other proprietary material due to your use of the Platform or to your downloading of any content on it, or on any website linked to it.

16.4 We assume no responsibility for the content of websites linked on our Platform. Such links should not be interpreted as endorsement by us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them.

17. Variation

17.1 We may change these Terms. We will notify you of any change by email at least 30 days before it takes effect, with a plain-English summary of what is changing.

17.2 If you do not accept a change, you may close your account before the effective date without penalty. Changes apply prospectively from the effective date; charges introduced by a change apply only to bookings confirmed on or after that date.

18. Governing Law & Jurisdiction

18.1 These Terms, their subject matter and their formation (and any non-contractual disputes or claims) are governed by the laws of Scotland.

18.2 The courts of Scotland shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms.

19. Service Provider Code of Conduct

19.1 As a Service Provider on the Cleanifiq Platform, you agree to adhere to the following code of conduct:

Professional Standards:

• Arrive on time for all booked Tasks or notify the Customer and Cleanifiq as soon as possible if delayed;
• Present yourself in a clean and professional manner;
• Communicate respectfully and professionally with all Customers;
• Complete all Tasks to the highest standard of quality;
• Complete the Finish Job process on the Platform when a Task is done, including key-return evidence where applicable, so that payments and invoices are processed without delay.

Safety and Compliance:

• Maintain valid public liability insurance at all times;
• Use professional equipment that is safe and fit for purpose;
• Follow all applicable health and safety regulations;
• For regulated trades (gas engineering, electrical work, etc.), maintain all required certifications and registrations;
• Report any safety hazards or concerns to the Customer and Cleanifiq immediately.

Integrity:

• Provide honest and accurate information in your Profile and all communications;
• Charge fair prices and be transparent about all costs;
• Not solicit Customers to work outside the Platform in breach of these Terms;
• Respect Customer property and privacy at all times.

20. Warranty

20.1 Service Providers must select a warranty period for their workmanship when setting up their Profile. The available warranty periods are 3 months, 6 months, or 12 months.

20.2 The warranty covers defects in workmanship only. If work performed by the Service Provider fails or is found to be defective within the warranty period due to the quality of workmanship, the Service Provider is obligated to rectify the defect at no additional cost to the Customer.

20.3 The warranty does not cover:

• 20.3.1 Defects in materials, which are covered by the manufacturer's warranty;
• 20.3.2 Damage caused by the Customer's misuse, negligence, or failure to follow care instructions;
• 20.3.3 Normal wear and tear;
• 20.3.4 Damage caused by third parties;
• 20.3.5 Issues arising from pre-existing conditions that the Service Provider identified and documented before commencing the Task.

20.4 To make a warranty claim, the Customer must:

• 20.4.1 Notify Cleanifiq of the defect within the warranty period;
• 20.4.2 Provide photographic or video evidence of the defect;
• 20.4.3 Allow the Service Provider reasonable access to inspect and rectify the defect.

20.5 The Service Provider's warranty is displayed on their Profile and forms part of the agreement between the Service Provider and Customer for each Task.