Customer Terms of Service

1. About NextClean

NextClean is an online marketplace connecting customers with independent, self-employed Cleaning Professionals. NextClean does not itself provide cleaning services and does not employ the Cleaning Professionals using the marketplace. The Cleaning Service is supplied directly to you by the independent Cleaning Professional with whom you enter into a Cleaning Service Contract. NextClean provides the marketplace technology and related services, including: booking and matching; account management; payment collection and administration; communications; customer support; marketplace verification processes; dispute administration; and related platform functionality. For certain booking and payment functions, NextClean acts as a limited disclosed marketplace and collection agent in connection with the Cleaning Professional.

2. Definitions

Booking — a request for a Cleaning Service submitted through NextClean. Booking Price — the total price displayed before payment. Cleaning Professional / Professional — the independent self-employed person supplying the Cleaning Service. Cleaning Service — the domestic cleaning service supplied by the Professional. Cleaning Service Contract — the separate contract between you and the Professional for the Cleaning Service. Marketplace Services — the services supplied to you by NextClean in operating and administering the marketplace. Platform — the NextClean website, application and associated services.

3. Eligibility

You must be at least 18 years old; be legally capable of entering into a contract; provide accurate and current information; and use the Platform lawfully. You may only place a Booking for a property where you have authority to arrange the Cleaning Service.

4. Your account

You are responsible for keeping your account details secure and accurate. You must notify NextClean promptly if you believe your account has been accessed without permission. NextClean may reasonably restrict or suspend an account where necessary because of suspected fraud, unlawful activity, serious safety concerns, abuse of the Platform or a material breach of these Terms. Any account restriction does not remove rights you already have in relation to an existing Booking, payment or statutory remedy.

5. How Bookings work

5.1 Placing a Booking. You select the Cleaning Service required and provide the information requested by the Platform. Before payment, you will be shown the relevant details of your Booking, including the applicable Booking Price. You must check that the information supplied is accurate.

5.2 Matching. Your Booking is offered to eligible independent Cleaning Professionals through the marketplace. You do not select a Professional from a list unless the Platform expressly offers that functionality. When a Professional indicates that they are available to perform your Booking, NextClean will provide the Professional information required by the Platform and applicable law.

5.3 Cleaning Service Contract. The Cleaning Service is contracted separately between you and the Professional. Where the Platform requires you to confirm your matched Professional, the Cleaning Service Contract forms when you make that confirmation. NextClean is not a party supplying the Cleaning Service under that contract.

5.4 Professional availability. NextClean does not guarantee that a Cleaning Professional will be available to accept every Booking. Until a Professional has been matched and confirmed in accordance with these Terms, the Cleaning Service is not confirmed. If no Professional can be confirmed in sufficient time for the Booking to proceed — and in any event if no Professional has been confirmed by 12 hours before the scheduled clean — the Booking will be cancelled and you will receive a full refund.

6. Cleaning Service Contract

The Cleaning Service is contracted directly between you and the Cleaning Professional. The provisions governing it — performance, reasonable care and skill, property access, products and equipment, safety, completion evidence, damage, and complaints — are set out in these Terms (see clauses 7, 8, 16, 18 and 19). Two separate contracts therefore apply to your Booking: (a) between you and NextClean for the Marketplace Services; and (b) between you and the Professional for the Cleaning Service. Setting both out in one document does not merge those two contracts. Nothing in these Terms removes any statutory consumer rights you have against the Professional as supplier of the Cleaning Service.

7. Booking information and customer responsibilities

You must provide accurate information about the Cleaning Service and property, including where requested: property size; bedrooms and bathrooms; address and access information; requested services and add-ons; pets; hazards; and any circumstances likely to materially affect performance of the Cleaning Service. You must provide the Professional with safe and reasonable access to the property. Unless an applicable add-on states otherwise, you are responsible for providing suitable cleaning products and equipment. You must not use a domestic Booking for work that is materially different from the Cleaning Service selected.

8. Service limitations

Unless expressly offered through the Platform, NextClean's domestic marketplace is not intended for: commercial or business premises; builders' or post-construction cleaning; hazardous environments; serious pest infestations; properties presenting a material health or safety risk; or work materially outside the Cleaning Service booked. A Professional may refuse to begin or may stop work where they reasonably believe that proceeding would be unsafe, unlawful or materially different from the Booking information provided. Any refund or charge in those circumstances will depend on the reason the service could not proceed, any service already supplied and your statutory rights.

9. Prices and payment

The total Booking Price will be shown before payment. You pay the Booking Price in full when placing the Booking. Payments are processed through Stripe. NextClean collects and administers payment in connection with the Booking and may collect amounts on behalf of the Cleaning Professional. NextClean earns a Marketplace Fee from the Professional's proceeds. Unless expressly displayed otherwise, you are not charged a separate customer marketplace fee. If a Booking does not proceed because no Professional is available, you will receive a full refund. Refunds will be returned through the relevant payment method, although your bank or payment provider may require additional processing time.

10. Cancellations

The following cancellation terms apply to your Booking: cancellation more than 24 hours before the scheduled clean — full refund; cancellation 24 hours or less before the scheduled clean where no Professional has been confirmed — full refund; cancellation 24 hours or less before the scheduled clean after a Professional has been confirmed — a 50% late-cancellation charge applies and you receive a 50% refund; Professional no-show — full refund. Where the loss caused by a late cancellation is materially reduced or avoided, NextClean may reduce the cancellation charge where reasonably appropriate. Nothing in these cancellation terms overrides rights you have under applicable consumer law.

11. Statutory cancellation rights

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, you may have a statutory right to cancel a distance service contract. Cleaning Services may be scheduled to begin during the statutory 14-day cancellation period. Where applicable, the Platform will obtain your express request for relevant services to begin during that period. If you exercise a statutory cancellation right after performance has begun following such a request, you may be required to pay the amount permitted by law for services already supplied. Where the statutory requirements are satisfied and a service has been fully performed, the statutory cancellation right relating to that completed service may end. Nothing in these Terms limits any statutory cancellation right available to you.

12. Change of Cleaning Professional

A Professional may use the Platform's voluntary Booking-release process only where the Cleaning Service is more than 48 hours away. If an accepted Professional releases the Booking: the existing Cleaning Service arrangement with that Professional ends; NextClean may offer the Booking to other eligible Professionals; and a replacement Professional may be proposed to you. A replacement does not automatically become your new Professional. Where a replacement Professional is proposed, a new Cleaning Service Contract forms only when you confirm the replacement through the Platform. If no replacement can be found in sufficient time for the Booking to proceed, the Booking will be cancelled and you will receive a full refund.

13. Professional no-show

Once a Booking is within 48 hours of the scheduled Cleaning Service, the Platform does not allow the Professional to use the voluntary release function. If the Professional nevertheless fails to attend and the Cleaning Service is not supplied, you will receive a full refund.

14. Recurring Bookings

If you choose a recurring service, you authorise NextClean to create future Bookings at the frequency selected and to collect the applicable payment using the payment method associated with your account. Future Bookings remain subject to availability and the applicable marketplace and cancellation rules. You may end a recurring instruction through the Platform. Ending the recurring arrangement prevents future Bookings from being created, but a Booking already created may remain subject to the applicable cancellation terms. If the price of a recurring service changes materially, you will be notified before the new price applies and given an opportunity to discontinue the arrangement.

15. Additional time

A Professional may request additional cleaning time through the Platform where they believe more time is required. You will be shown the additional time and price. You will not be charged for additional time unless you approve the request. If you decline, the Professional is only required to provide the Cleaning Service within the time already booked.

16. Completion evidence

Cleaning Professionals may be required to provide Booking evidence including: check-in and check-out information; before-and-after photographs; completion confirmations; and Booking-related location information. This evidence may be used for: confirming attendance and completion; marketplace safety; quality assurance; dispute resolution; damage investigations; and fraud prevention. Photographs should be limited to what is reasonably relevant to the Booking. Personal information and Booking evidence are handled in accordance with NextClean's Privacy Policy.

17. Ratings and reviews

Customers and Professionals may be able to provide ratings or reviews following a Booking. Reviews must: reflect a genuine experience; not be knowingly false or misleading; not contain unlawful, abusive or defamatory material; and not disclose another person's private information without a lawful basis. NextClean may remove or restrict content that breaches these requirements or applicable law.

18. Complaints and disputes

If you believe there is a problem with a completed Cleaning Service, you should report it through NextClean's resolution process within 48 hours of completion. This allows NextClean and the Professional to review relevant photographs, communications and other evidence promptly. You may be asked to provide reasonable supporting information. NextClean may also obtain information from the Professional and review Platform evidence. Depending on the circumstances and applicable legal rights, an outcome may include: no refund; a partial refund; a full refund; another appropriate remedy; or further investigation. The 48-hour reporting period is a Platform resolution and evidence period. It does not remove, shorten or replace your statutory rights. NextClean's dispute-resolution process does not prevent you or the Professional from exercising legal rights independently.

19. Property damage and serious incidents

If you believe property has been damaged during a Cleaning Service, you should report it through the Platform as soon as reasonably possible. NextClean may obtain evidence from you and the Professional, review Booking information and consider any relevant insurance. The Professional remains responsible for their own acts and omissions in supplying the Cleaning Service, subject to applicable law. If you reasonably believe theft, violence or another criminal offence has occurred, you should notify NextClean promptly and contact the police where appropriate. NextClean may restrict marketplace access while a serious safety matter is investigated where reasonably necessary.

20. Insurance and marketplace eligibility

NextClean may require Cleaning Professionals to meet applicable marketplace eligibility requirements relating to identity, right to work, DBS status and insurance. Where Public Liability insurance is required, NextClean may verify information relating to the Professional's policy as part of marketplace eligibility. These checks are intended to support trust and marketplace safety. They are not a guarantee by NextClean that: no Professional will ever cause loss or damage; an insurer will accept every claim; or every Cleaning Service will meet every Customer's subjective expectations.

21. Favourite and blocked Professionals

The Platform may allow you to mark a Professional as a favourite. NextClean may use this preference when offering future Bookings, but it does not guarantee that the Professional will be available. You may also be able to prevent a Professional from being matched with you again. Professionals may similarly be able to prevent future matching with a Customer. These features affect future matching only and do not remove existing contractual rights or obligations.

22. Acceptable use

You must not: use the Platform unlawfully or fraudulently; provide knowingly false information; threaten, harass or abuse another user; compromise Platform security; introduce malicious code; misuse payment, refund or dispute processes; impersonate another person; or intentionally interfere with operation of the Platform. NextClean may take reasonable action to protect users and the Platform where these rules are breached.

23. Off-platform arrangements

NextClean invests in matching, payment, support, trust and marketplace infrastructure. You must not use the Platform primarily for the purpose of obtaining a Professional's details in order to deliberately avoid charges properly payable for an existing Booking or transaction arranged through NextClean. NextClean may restrict Platform access where there is clear evidence of deliberate misuse or fee avoidance. This clause does not prevent you or a Professional from exercising any legal right to work or contract independently outside NextClean, and does not create exclusivity between NextClean and either party.

24. NextClean's responsibilities

NextClean is responsible for supplying its Marketplace Services with the care and skill required by applicable law. NextClean remains responsible for its own acts and omissions in providing those services. The Cleaning Professional is separately responsible for supplying the Cleaning Service under the Cleaning Service Contract. Nothing in these Terms attempts to exclude responsibility NextClean has under applicable law.

25. Liability

NextClean is not the supplier of the physical Cleaning Service and does not accept contractual responsibility as though NextClean itself had performed the cleaning. The Professional is responsible for their own acts and omissions in performing the Cleaning Service, subject to applicable law. NextClean remains responsible for liability arising from its own Marketplace Services and its own acts or omissions where applicable. Nothing in these Terms excludes or restricts liability where doing so would be unlawful, including liability that cannot be excluded for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or statutory consumer rights. NextClean is not responsible for losses arising solely because no independent Professional was available to accept a Booking, except where NextClean has failed to exercise the care and skill required by law in providing its Marketplace Services.

26. Privacy

NextClean processes personal information in connection with accounts, Bookings, payments, support, marketplace safety, evidence and disputes. Information reasonably necessary for a Professional to consider or perform a Booking may be provided to them through the Platform. Further information about how personal data is used is contained in the NextClean Privacy Policy.

27. Intellectual property

The NextClean name, branding, Platform, software and content are owned by or licensed to NextClean. You may use the Platform only for its intended personal marketplace purposes. You must not reproduce, commercially exploit or interfere with NextClean's software, branding or content without permission or another lawful basis.

28. Changes to these Terms

NextClean may update these Terms where reasonably necessary, including because of: changes to Platform functionality; legal or regulatory requirements; security requirements; or changes to Marketplace Services. Updated Terms will state a new effective date or version. Material changes will apply prospectively and will not retrospectively remove rights already acquired under an existing Booking. Where appropriate, you may be required to accept updated Terms before continuing to use relevant Platform services.

29. Electronic communications

NextClean may provide Booking confirmations, matching notifications, receipts, service messages and other communications electronically through email, the Platform or another contact method you provide. You are responsible for keeping your contact details accurate.

30. Governing law

These Terms are governed by the laws of England and Wales. If you are a consumer, nothing in this section removes any mandatory right you have to rely on applicable consumer protections or to bring proceedings in another court available to you under law.

31. Severability

If a provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply where legally possible. An unfair consumer term is not binding merely because it appears in these Terms.

32. Contact

NextClean — trading name of Alexania Soares Ferreira da Rocha, sole trader. Email: hello@next-clean.co.uk · Website: www.next-clean.co.uk · Business address: 7 Woden Street, Downtown Manchester, Apt 228, Salford, M5 4YD, United Kingdom · ICO Registration: ZC136151

33. Related policies

These Terms should be read together with the NextClean Privacy Policy. Where mandatory consumer law gives you greater rights than any provision of these Terms, the law prevails.