Customer Terms and Conditions

Contents

1. Who we are, and what these terms cover
2. Definitions and interpretation
3. Your account, and how you accept these terms
4. Booking a clean
5. Prices, payment and VAT
6. Fortnightly subscriptions
7. Cancellations, rescheduling and refunds
8. Access to your property
9. Your obligations
10. Your cleaner
11. Reviews and ratings
12. If something goes wrong, and our satisfaction guarantee
13. Communications and your personal information
14. Our responsibility to you
15. Suspending or closing your account
16. Changes to these terms
17. Events outside our control
18. General
19. Governing law and disputes
20. How to contact us

Annex. Model cancellation form

1. Who we are, and what these terms cover

1.1 Tydfy operates an online platform through which you can book residential cleaning in England. We match your booking with a self employed cleaner who has been approved by our team.

1.2 These terms form a contract between you and Tydfy. Please read them alongside our Privacy Policy, which explains how we handle your personal information.

1.3 We are the merchant of record. You contract with Tydfy for the cleaning service and you pay Tydfy, at a fixed price shown to you before you pay. Tydfy separately arranges and pays the cleaner who attends. We are your counterparty for the service, not merely an introducer, and we remain responsible to you for the service being performed with reasonable care and skill under the Consumer Rights Act 2015. See section 14.

2. Definitions and interpretation

2.1 In these terms, the following words have the meanings set out below, whether or not they are capitalised elsewhere in these terms:

• Booking means a specific clean that you have requested and paid for through the Platform, including its date, time, address and length.
• Cleaner means the self employed, independent contractor engaged by Tydfy who carries out a Booking.
• Platform means Tydfy's website, mobile application, and any related booking, matching, payment and communication systems used to operate the marketplace.
• Screening Provider means the external screening and verification service used by Tydfy from time to time to carry out identity, right to work and Basic DBS checks on Cleaners, and which holds the underlying evidence of those checks.
• Subscription means a recurring fortnightly cleaning arrangement set up under section 6, under which each cycle generates a Booking and a recurring payment.
• Tydfy, we, us mean TYDFY LTD, a company registered in England and Wales with company number 17269761.
• Working Day means any day other than a Saturday, Sunday or public holiday in England.
• You, your, Customer mean the individual who holds an account and makes a Booking through the Platform.

2.2 In these terms: (a) headings are for convenience only and do not affect interpretation; (b) the singular includes the plural and vice versa; (c) a reference to a clause or section is to a clause or section of these terms unless stated otherwise; (d) “including” and “for example” do not limit the general words before them; and (e) a reference to writing includes email and in Platform messaging, unless stated otherwise.

3. Your account, and how you accept these terms

3.1 You can create an account with an email address and a password, or by signing in with Google.

3.2 You must be 18 or over and able to enter into a binding contract. You must give us accurate details, including a UK mobile number that can receive text messages, which we use for booking confirmations and reminders. You are responsible for keeping your account secure.

3.3 On both sign up routes you cannot create an account without first confirming that you agree to these terms and have read our Privacy Policy. This is required and enforced by the platform. There is no route to booking or payment without it.

3.4 We keep a record of the version of these terms and of our Privacy Policy that applied when you accepted them, together with the date and time.

3.5 Each booking you make is subject to the version of these terms in force at the time of that booking. Where we make a material change, we may ask you to accept the updated version before your next booking.

4. Booking a clean

4.1 You choose a service, a date and a time slot, and the address of the property. All times shown are UK local time.

4.2 Bookings must be made at least 24 hours in advance, and can be made up to 90 days in advance. The first clean of a new fortnightly subscription must be between 2 and 20 days ahead.

4.3 A booking is confirmed only once payment has completed. Until then it is a pending request, which we may cancel automatically if payment is not completed.

4.4 We offer your booking to approved cleaners in your area, one at a time. For a one off clean we do not guarantee any particular cleaner. Fortnightly subscriptions work differently. See section 6.

4.5 We aim to assign a cleaner as quickly as possible, but we cannot guarantee assignment by any fixed time. If no cleaner has accepted your booking by our assignment deadline, being no later than 24 hours before your scheduled start time, or two hours after the booking last became unassigned, whichever is later, we will cancel the booking and refund you in full, and email you to confirm. Refunds usually take 5 to 10 working days to reach your account. You are welcome to book again for another date or time.

4.6 We may cancel a booking and refund you in full where we cannot assign a cleaner by that deadline, or where a cleaner who had accepted your booking becomes unavailable and we cannot find a replacement in time.

4.7 If the cleaner assigned to your booking becomes unavailable, we release the booking and search for a replacement. If we cannot find one before the deadline in clause 4.5, that clause applies.

4.8 Any special instructions you add to a booking are shared with the cleaner who attends it.

5. Prices, payment and VAT

5.1 Prices are fixed and shown to you before you pay. The price payable is the price displayed at the time of booking, and no additional fees are charged after you confirm.

5.2 Payment is taken at the time of booking, by card, processed by our payment provider Stripe. Tydfy does not store your card number.

5.3 Tydfy is not currently registered for VAT, and prices do not include a separately itemised VAT charge. If we become VAT registered, prices for new bookings will be adjusted to reflect this. If you hold an active subscription at that time, we will give you at least 30 days' notice before any change to your subscription price, and you may cancel under section 6 if you do not wish to continue.

5.4 At the payment step we show you your cancellation deadline and the refund position for that booking, we ask you for the confirmation described at clause 7.6, and we link to these terms, which include the no access charge in section 8.

6. Fortnightly subscriptions

6.1 You may set up a recurring fortnightly cleaning subscription. Each cycle generates a booking and a recurring card payment through Stripe.

6.2 The price per clean is fixed when you subscribe and we cannot change it for an existing subscription, other than as described at clause 5.3. If we ever needed to change it for any other reason, we would do so only on at least 30 days' notice, and you may cancel under clause 6.9 if you do not agree to the change.

Your regular cleaner

6.3 The first cleaner to accept a clean on your subscription becomes your regular cleaner. From then on we offer each of your cleans to them first, before anyone else, for a period, before opening it to other cleaners. This is a preference and not a guarantee. Your regular cleaner may be unavailable, and where the timing of a particular clean does not allow it we may go straight to other cleaners.

6.4 If your regular cleaner turns down, does not respond to, or is unavailable for two of your cleans in a row, the arrangement ends and your cleans are offered to other cleaners in the usual way. A new regular cleaner may then be established the same way.

6.5 You can ask us not to send you a particular cleaner again. If you do, that cleaner will not be offered any future clean on that subscription. A clean they have already accepted will still go ahead with them. We cannot promise who will replace them, or when.

6.6 A cleaner may also choose to stop being your regular cleaner. If they do, they will not be offered future cleans on that subscription, and any clean they have already accepted still goes ahead.

6.7 If a single clean in your subscription cannot be filled, that clean is cancelled and refunded under clause 4.5. Your subscription itself continues, and your next clean is generated as normal.

6.8 If you hold more than one subscription, each has its own regular cleaner.

6.9 You may cancel your subscription at any time. Cancelling stops future cycles. It does not by itself refund a clean that has already been booked and paid for. Section 7 governs refunds on individual bookings.

7. Cancellations, rescheduling and refunds

7.1 If you cancel a booking, the refund depends on when you cancel. All times are UK time.

Example: for a booking on Wednesday, cancel before 12:00 noon on Tuesday for a full refund.

7.2 Your cancellation deadline is fixed when you book, and is shown to you at checkout. It does not change if we later update this policy. If you reschedule, it is recalculated from your new date.

Your statutory right to cancel

7.3 Because you book online, you have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You may cancel within 14 days without giving a reason. That period ends 14 days after the day you make the booking. This right is separate from, and in addition to, the tiers at clause 7.1.

7.4 To cancel under clause 7.3, tell us clearly before the period ends. You can cancel from the booking itself, email us at hello@tydfy.co.uk, or use the model cancellation form in the Annex to these terms. You do not have to use the form. Your cancellation takes effect from when you send it, not from when we read it.

7.5 If you cancel under clause 7.3 and the clean has not been carried out, we refund everything you have paid. We will do that without undue delay, and in any event within 14 days of being told, using the same payment method you used to pay.

7.6 A clean is often booked for a date inside that 14 day period. So at the payment step, before you pay, we ask you to confirm two things: that you want us to carry out the clean before the 14 day period ends, and that you understand you will lose the right to cancel under clause 7.3 for that clean once it has been fully carried out. You do not have to agree. If you do not, we cannot carry out the clean before the 14 day period ends, and you are welcome to book a date after it.

7.7 If you gave that confirmation and then cancel under clause 7.3 after the clean has started but before it has been fully carried out, you pay us a proportionate amount for the part that was carried out, and we refund the rest. If you did not give that confirmation, you pay nothing for a clean carried out during the 14 day period. Once a clean has been fully carried out following that confirmation, the right in clause 7.3 no longer applies to that clean, and clause 7.1 governs instead. None of this affects your rights under the Consumer Rights Act 2015.

Rescheduling

7.8 You may move a booking to a new date while free cancellation is still open. After that point you would need to cancel under the tiers above and book again.

7.9 If you reschedule, we keep your assigned cleaner whenever they are available and eligible for the new time. If they are not, we release them and search again.

7.10 You may reschedule a booking up to twice. The length and price of the clean do not change when you reschedule.

8. Access to your property

8.1 You must make sure the cleaner can get into the property at the booked time, by being there, or by leaving keys or an entry code, or by whatever other arrangement suits you.

8.2 If the cleaner arrives and cannot get in, they tell us at the door and we send you a text message immediately. They then wait for the wait period configured on the Platform, currently 20 minutes. If they still cannot get in, the booking is treated as delivered: you remain liable for the charge, and the cleaner is paid.

8.3 A member of our team reviews every such report before the cleaner is paid. If you think a report is wrong, reply to the email we send you or use the form on your booking, and we will look into it.

9. Your obligations

9.1 By making a Booking, you agree to:

• provide accurate information about yourself and the property when you book;
• not request the Cleaner to carry out work that is unlawful or unsafe;
• provide a reasonably safe working environment for the Cleaner at the property; and
• disclose, before the Cleaner attends, any hazard known to you that is relevant to the clean, for example a dangerous pet, a biohazard, or an unsafe electrical condition.

9.2 We recommend that you secure or remove cash, jewellery, important documents and other unusually valuable items before a Booking. While Cleaners are expected to exercise reasonable care at all times, we recommend that such items are not left unattended during a Booking. This clause does not exclude or limit our liability for a Cleaner's negligence under section 14. It is a recommendation for your own benefit, not a condition of cover.

10. Your cleaner

10.1 Cleaners are independent, self employed contractors engaged by Tydfy to carry out cleaning services booked through the Platform. They are not Tydfy's employees, and this agreement does not make Tydfy their employer.

10.2 Before we approve a cleaner, we require both of the following: (a) confirmation by a member of our team that they have reviewed that cleaner's identity documents and Basic DBS check on our Screening Provider's platform and are satisfied with them, recorded together with the Screening Provider's reference for those checks; and (b) at least one character reference from a referee the cleaner nominates, received through the Platform.

10.3 Before a cleaner can be offered any booking, we additionally require both of the following: (a) verification by a member of our team of the photograph shown on their profile, which you see once they are assigned; and (b) evidence of public liability insurance meeting clause 10.4. A cleaner who has not met both of these requirements is never offered work through the Platform, so you will not be matched with them.

10.4 Every cleaner holds their own public liability insurance of at least £1,000,000. We read the certificate ourselves before their first job, and the platform will not offer a cleaner any work unless their recorded cover is at least that amount and runs through the date of the clean. Where a cleaner causes damage to your property through their negligence, section 14 explains how we handle that. In short, you can raise it with us directly and we will not ask you to pursue the cleaner yourself.

11. Reviews and ratings

11.1 After a completed clean you may leave a rating and a written review.

11.2 Reviews are checked before they are published. We may decline or remove a review only on content grounds, being abusive material, personal information about someone else, content that is off topic or unlawful, or a review that is not genuine. We never decline a review because it is negative. This sentiment neutral approach to moderation is intended to comply with the fake and suppressed review provisions of the Digital Markets, Competition and Consumers Act 2024.

11.3 Your cleaner may also rate you, out of five stars. They cannot leave a written comment about you. Ratings in both directions are published together once both have been given, or after 14 days if only one has.

11.4 You are responsible for what you write. Please do not include information about other people, or anything unlawful. You give us permission to show your review to the cleaner concerned.

12. If something goes wrong, and our satisfaction guarantee

12.1 If you are unhappy with a clean, you can raise it from the booking itself or email us at hello@tydfy.co.uk. We ask you to do so within 48 hours of the clean where possible, so that we can investigate while the details are fresh. Raising an issue after that time does not prevent us from considering it, and does not affect your statutory rights.

12.2 When you raise an issue we open a case and acknowledge it. A member of our team investigates and replies to you by email.

12.3 Where we uphold your complaint, our satisfaction guarantee is a refund of all or part of what you paid for that clean, as we reasonably assess to be appropriate to what went wrong.

12.4 The satisfaction guarantee is something we offer in addition to your legal rights. It does not replace them and it does not limit them. If a clean has not been carried out with reasonable care and skill, you have rights under the Consumer Rights Act 2015, which may include having the clean performed again or a reduction in the price you paid. Nothing in these terms restricts those rights or the remedies available to you under them. See clauses 14.1 and 14.9.

13. Communications and your personal information

13.1 We handle your personal information in accordance with our Privacy Policy and UK data protection law. We are registered with the Information Commissioner's Office under ZC171837.

13.2 When you book, we send you transactional messages, being confirmations, reminders, and notices about your booking, by email and text message, and by push notification if you have enabled it. These are not marketing messages. Our email is sent through SendGrid and our text messages through Twilio, both of which process the content in the United States. Our Privacy Policy sets out the full list of providers, where each processes your information, and the position on transfer mechanisms.

13.3 You may ask us for a copy of the personal information we hold about you, and you may ask us to erase your account. Erasing your account anonymises it. Some information necessarily survives that request:

• Payment records, being amounts, fees and payment references, which we must keep for seven years for tax purposes.
• The postcode of a booking, although the rest of the address, and any notes you added, are erased.
• Our audit records, which we keep as a permanent trail of actions taken on the platform, retained for as long as necessary for accountability and dispute resolution.
• The record that you accepted these terms and our Privacy Policy.
• Records of any complaint or data rights request, which we keep in order to establish or defend legal claims.
• Star ratings, which are retained without the written comments attached to them.
• Correspondence about a complaint, which is held in our email system.
• Records held by Stripe, our payment provider, which Stripe retains under its own legal obligations and which we cannot delete.

14. Our responsibility to you

14.1 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by sections 49 and 50 of the Consumer Rights Act 2015, being that services will be performed with reasonable care and skill, and within a reasonable time where no time is fixed, or for any other liability which cannot lawfully be excluded or limited. Nothing in these terms affects your other statutory rights.

14.2 Because Tydfy is the merchant of record, we are responsible to you for the cleaning service booked through the Platform being carried out with reasonable care and skill, whether the clean is carried out by us or, as is ordinarily the case, by a self employed cleaner we have arranged on your behalf. This responsibility is not discharged simply because the cleaner holds their own public liability insurance under clause 10.4.

14.3 If a cleaner damages your property in the course of a clean through their negligence, please tell us as described in section 12. You do not need to pursue the cleaner yourself. We will investigate, and where appropriate we will seek to resolve your claim directly with you, drawing where relevant on the cleaner's public liability insurance or our own contractual recourse against the cleaner. We do not exclude or cap our liability to you for this kind of loss.

14.4 Please notify us promptly after becoming aware of any damage or issue, so that we can investigate while the evidence remains available. This does not affect your statutory rights, and we will not refuse a valid claim solely because it was raised outside the timescale suggested at clause 12.1. Prompt notice simply helps us, and where relevant our insurers, to assess what happened.

14.5 In assessing a claim under this section, we may ask you to provide photographs, invoices, repair estimates or other reasonable evidence before determining it.

14.6 We reserve the right to reject a claim which we reasonably believe to be fraudulent, dishonest, or not supported by sufficient evidence.

14.7 Subject to clause 14.1, we are not liable to you for any indirect or consequential loss, for example loss of income, loss of opportunity, or loss that was not reasonably foreseeable to both parties at the time you booked, arising out of these terms or your use of the Platform.

14.8 We are not liable for delay or failure to perform a clean where this is caused by an event outside our reasonable control, as described in section 17.

14.9 As a consumer, you also have legal rights under the Consumer Rights Act 2015 in relation to services that are not performed with reasonable care and skill. Advice about your legal rights is available from Citizens Advice or Trading Standards. Nothing in these terms affects those rights.

15. Suspending or closing your account

15.1 We may suspend or close your account if you break these terms, do not pay, or misuse the Platform. Where reasonably practicable, we will give you notice and an opportunity to put things right first. We may act immediately and without notice where we reasonably believe there is a safety risk, fraud, or a serious breach of these terms.

15.2 We, or a Cleaner, may refuse to start or may end a Booking where the Cleaner reasonably believes they are at risk of abuse, discrimination, violence, or otherwise unsafe conditions at the property. Where this happens, we will decide how to treat the Booking in light of what happened, which may include treating it as a no access booking under clause 8.2, and we will tell you what we have decided and why. We may also suspend or close your account under clause 15.1 as a result.

15.3 If we close or suspend your account other than for a breach on your part, we will refund any booking you have already paid for that has not yet taken place.

15.4 You may close your account at any time by emailing hello@tydfy.co.uk. Closing your account does not entitle you to a refund of a booking that has already taken place, and section 7 continues to apply to any booking that has not.

16. Changes to these terms

16.1 We may update these terms. The current version is always available on our website, and we will tell you about material changes. We may ask you to accept a materially changed version before your next booking.

17. Events outside our control

17.1 We will not be liable for any failure or delay in performing our obligations under these terms where that failure or delay results from an event outside our reasonable control, including extreme weather, industrial action, fire, flood, epidemic, pandemic, government action, or failure of a third party system we rely on, such as our payment provider.

17.2 If an event under clause 17.1 affects your booking, we will let you know as soon as reasonably possible and try to arrange an alternative date. If we cannot, you will be entitled to a full refund of that booking.

18. General

18.1 Entire agreement. These terms, together with our Privacy Policy and any document they refer to, are the entire agreement between you and Tydfy about your use of the Platform, and replace any prior discussions or documents on that subject.

18.2 Assignment. We may transfer our rights and obligations under these terms to another organisation, for example in connection with a sale or reorganisation of our business, and we will tell you if we do so. This will not reduce the guarantees you have under these terms. You may not transfer your rights or obligations under these terms to anyone else.

18.3 Severability. If any provision of these terms is found to be unlawful, invalid or otherwise unenforceable, that provision will be treated as removed and the rest of these terms will continue to apply.

18.4 Waiver. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking these terms, that will not mean you do not have to do those things, and it will not prevent us taking steps against you at a later date.

18.5 Third party rights. These terms are between you and Tydfy. No other person has any right to enforce any of these terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

18.6 Intellectual property. The Platform, and all branding, content and software associated with it, remain the property of Tydfy or our licensors. Nothing in these terms transfers any of that property to you.

18.7 Notices. You may contact us using the details in section 20. We may contact you using the email address, mobile number, or in app notification address registered against your account.

19. Governing law and disputes

19.1 These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

19.2 We are not currently required to participate in an approved alternative dispute resolution scheme. If we cannot resolve a complaint between us, you remain free to pursue any other remedy available to you, including through the courts.

20. How to contact us

Annex. Model cancellation form

You only need to use this form if you want to. You can also cancel from the booking itself, or by any other clear statement to us. Complete and return this form to Tydfy Ltd, 128 City Road, London EC1V 2NX, or email it to hello@tydfy.co.uk.