Customer Terms and Conditions

1.1 In these Terms, the following definitions apply:

2.1 Intermediary. CleanerMatcher is an online intermediation service. We connect Customers with independent Providers. We are not the provider of any cleaning service.

2.2 No Employment. We do not employ Providers. We do not supervise, direct, or control how Providers perform Services.

2.3 Direct Contract. When you confirm a Booking, you enter a legally binding Cleaning Agreement directly with the Provider. We are not a party to that contract and shall not be liable for Service performance, to the extent permitted by applicable law.

2.4 Payment Facilitation. We facilitate the collection of your payment on behalf of the Provider through authorised payment service providers, where applicable. Your payment to us or such payment service provider satisfies your payment obligation to the Provider under the Cleaning Agreement to the extent of the Net Remittance Amount.

2.5 Platform Service Fee. We charge a platform service fee included in the Booking Value, as specified in Schedule 1 of these Terms, for providing the Platform and related services.

2.6 Provider Listings. Provider profiles are created and maintained by Providers. We do not warrant the accuracy, completeness, or currency of Provider profile information, and any verification checks we may perform do not constitute a guarantee of quality, suitability, or reliability.

3.1 Eligibility. To use the Platform you must: (a) be at least eighteen (18) years of age; (b) have legal capacity to enter binding contracts; (c) not be prohibited from using the Platform under any Applicable Law.

3.2 Registration. You must create an account to make Bookings. You agree to: (a) provide accurate, current, and complete information; (b) maintain the security of your login credentials; (c) notify us immediately of any unauthorised access; (d) take responsibility for all activity conducted through your account, to the extent such activity is not caused by unauthorised use beyond your reasonable control.

3.3 Suspension for Cause. We may suspend or terminate your account if: (a) you breach these Terms; (b) we reasonably suspect fraudulent or abusive behaviour; (c) required by Applicable Law.

4.1 How to Book. Bookings are made by selecting a Provider, specifying service requirements, confirming the date and time, and completing payment. A Booking is confirmed when you receive written confirmation from the Platform.

4.2 Cleaning Agreement. On Booking confirmation: (a) a binding Cleaning Agreement is formed directly between you and the Provider; (b) CleanerMatcher is not a party to that agreement; (c) the Provider is solely responsible for performing the booked Services.

4.3 Accuracy. You are responsible for providing accurate information about the service location, access arrangements, and any special requirements. The Provider bears no liability for Service failures attributable to your inaccurate information.

4.4 Statutory Right of Withdrawal. If you are a consumer, you have a statutory fourteen (14) day right to withdraw from this agreement. By booking a Service scheduled to start within this fourteen (14) day period, you expressly request that the performance of the Services begins during the withdrawal period and acknowledge that: (a) once the Service is fully performed, you lose your right of withdrawal entirely; and (b) if you cancel after performance has begun but before it is complete, you are liable for the value of the Services already provided.

4.5 Relationship and Cancellation Policy. The statutory right in Clause 4.4 applies independently of the cancellation policy set out in Section 5. Nothing in Section 5 limits or affects your statutory rights of withdrawal under applicable consumer protection law. Cancellation fees may apply only to the extent permitted by applicable law and after the withdrawal right has been validly waived or has expired.

5.1 Customer Cancellation — More Than 48 Hours Before Booking. If you cancel more than forty-eight (48) hours before the scheduled Booking start time, you will receive a full refund of the Booking Value, less any non-refundable platform processing fees as specified in Schedule 1, within ten (10) business days.

5.2 Customer Cancellation — 48 Hours or Less Before Booking. If you cancel forty-eight (48) hours or less before the scheduled Booking start time, NO REFUND is issued, to the extent permitted by applicable law. The Booking Value is non-refundable except where mandatory consumer rights apply or where Clause 5.4 applies.

5.3 Provider Cancellation. If a Provider cancels a confirmed Booking, you will receive a full refund of the Booking Value regardless of when the cancellation occurs. We will use reasonable endeavours to offer you an alternative Provider.

5.4 Exceptional Circumstances. We may, at our absolute discretion, issue a refund or partial refund where: (a) a Provider has materially failed to perform the Services and the failure is substantiated; or (b) exceptional and documented circumstances entirely beyond your control prevent attendance. Discretionary refunds create no precedent or obligation. Such decisions shall be made reasonably and in good faith based on the available evidence.

5.5 Refunds. Refunds are processed to the original payment method and may take up to ten (10) business days, subject to your payment institution's processes.

6.1 Provider Responsibility. The Provider is solely responsible for: (a) performing Services to a professional standard; (b) attending at the agreed time; (c) resolving complaints arising from Service delivery. We are not liable for Provider conduct, to the extent permitted by applicable law.

6.2 Complaints. If you are dissatisfied with Services, you should: (a) first raise the matter directly with the Provider; (b) if unresolved, contact our Customer support team at [[email protected]] within the Complaint Window (forty-eight (48) hours of Service completion), providing full details and documentary evidence. We will investigate and may facilitate resolution but do not adjudicate disputes and assume no liability for their outcome. Complaints raised outside the Complaint Window may not affect the Provider's payout, without prejudice to any mandatory rights you may have under applicable law.

6.3 Platform Support. We provide support for Platform functionality, Bookings, and payments only. Our support does not extend to the quality, delivery, or outcome of Services.

7.1 Booking Value. The total Booking Value, including the Provider's fee and our platform service fee, is displayed before Booking confirmation.

7.2 Authorisation. By submitting a Booking, you authorise us to charge the full Booking Value to your selected payment method.

7.3 Currency. All prices are in Euros (EUR) unless otherwise specified.

7.4 Taxes. Prices include applicable VAT where required. You are responsible for any taxes applicable in your jurisdiction beyond those included.

7.5 Payment Security. Payment processing is handled by authorised payment service providers (such as Stripe). We do not store your full payment card details

7.6 Failed Payments. If payment fails, your Booking will not be confirmed. We reserve the right to cancel any Booking for which payment is not successfully processed.

8.1 You may submit a rating and review for Services received. Your review must: (a) reflect your genuine experience; (b) not contain false, misleading, or defamatory content; (c) comply with our content policy.

8.2 We may remove reviews that violate our content policy. We do not guarantee the accuracy of any review, but we take reasonable steps to detect and prevent fraudulent or misleading reviews where possible.

8.3 By submitting a review, you grant us a non-exclusive, royalty-free licence to use, display, and moderate it on the Platform.

9.1 Ownership. All Intellectual Property Rights in the Platform are owned by us. You may not copy, reproduce, or create derivative works from any part of the Platform without our prior written consent.

9.2 Permitted Use. The Platform may only be used to identify and book Services. You must not: (a) use the Platform for any unlawful purpose; (b) transmit harmful, offensive, or fraudulent content; (c) circumvent security measures; (d) scrape or harvest data.

9.3 Non-Circumvention. You must not intentionally use the Platform to identify Providers for the primary purpose of avoiding the applicable platform service fee. Such conduct constitutes a material breach of these Terms and may result in account suspension.

10.1 Fee. We charge a platform service fee included in the total Booking Value. The fee is for our services in operating the Platform and is non-refundable except where required by applicable law or where the Booking Value is refunded under Clause 5.

10.2 Amendments. We may amend platform service fees upon fourteen (14) calendar days' prior notice. Any such changes shall apply only to Bookings made after the effective date of the amendment.

11.1 No Liability for Services.We are not a provider of cleaning services and assume no liability, to the extent permitted by applicable law, for: (a) the quality, safety, or outcome of Services; (b) loss or damage arising directly from the performance of Services by Providers; (c) acts or omissions of any Provider; (d) the accuracy of Provider profiles or representations.

11.2 Liability Cap. To the maximum extent permitted by Applicable Law, our total aggregate liability to you arising from or in connection with these Terms or your use of the Platform shall not exceed the higher of:

11.3 Consequential Loss. We shall not be liable for any indirect, incidental, consequential, or special loss including loss of data, business interruption, or loss of opportunity, to the extent permitted by applicable law.

11.4 Consumer Rights Preserved. Nothing in this Clause excludes or limits: (a) liability for death or personal injury caused by our negligence; (b) liability for fraud or fraudulent misrepresentation; (c) any consumer protection rights under mandatory Applicable Law that cannot be waived.

12.1 Controller. For GDPR purposes, CleanerMatcher OÜ is the data controller for Personal Data processed through the Platform. Providers act as independent data controllers in respect of Personal Data processed for the purpose of delivering Services.

12.2 Privacy Policy. Our Privacy Policy, available at [cleanermatcher.com/privacy], sets out the categories of Personal Data we collect, the legal bases for processing, retention periods, your data subject rights, and our contact details for data protection enquiries.

12.3 Data Sharing. Upon Booking confirmation, we share your name, contact number, and service address with the relevant Provider solely to enable Service delivery. Providers are required to handle this data in compliance with GDPR as independent data controllers.

12.4 Your Rights. You may exercise your rights to access, rectify, erase, restrict, or port your Personal Data, or to object to processing, by contacting us at [[email protected]].

12.5 Cookies. Our cookie practices are described in Section 11 of our Privacy Policy at cleanermatcher.com/privacy.

13.1 You agree not to use the Platform with the primary purpose of identifying Providers in order to avoid payment of the Platform service fee.

13.2 You may communicate with Providers for the purpose of arranging and performing Bookings; however, you must not intentionally arrange Services outside the Platform where the purpose or effect is to bypass the Platform’s fees.

13.3 We reserve the right to take proportionate measures, including suspension or restriction of your account, where we reasonably determine that you have engaged in deliberate fee circumvention.

14.1 We may update these Terms from time to time. We will notify you of material changes by email or in app notification at least fourteen (14) calendar days before they take effect.

14.2 Continued use of the Platform after the effective date of a change constitutes acceptance of the revised Terms.

14.3 If you do not accept revised Terms, you may close your account at any time.

15.1 Voluntary Closure. You may close your account at any time by contacting us at [[email protected]].

15.2 Suspension or Termination for Cause. We may suspend or terminate your account with immediate effect if you: (a) materially breach these Terms; (b) engage in fraudulent or abusive conduct; (c) provide false or misleading information, where such action is reasonable and proportionate in the circumstances.

15.3 Termination or Restriction — No Active Bookings. Where your account has no active or pending Bookings, we reserve the right to restrict, suspend, or close your account for legitimate reasons, including but not limited to operational, legal, or security considerations.

15.4 Effect of Closure. Closure does not affect accrued rights and obligations, including payment for completed Bookings. Any balance owed to you at the time of closure in connection with completed Bookings will be processed in the ordinary course.

16.1 These Terms are governed by the laws of the Republic of Estonia.

16.2 If you are a consumer residing in the EU, you also benefit from any mandatory consumer protection provisions of the law of your country of habitual residence.

16.3 You may bring proceedings in the courts of Estonia or, if you are a consumer, in the courts of your country of habitual residence.

16.4 The European Commission's Online Dispute Resolution platform is available at https://ec.europa.eu/ consumers/odr/. Our email for ODR purposes is [[email protected]]. You may also have the right to refer disputes to a competent alternative dispute resolution (ADR) body in your country of residence.

17.1 Entire Agreement. These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and us relating to your use of the Platform.

17.2 Severability. If any provision is found unenforceable, the remainder continues in force.

17.3 No Waiver. Failure to enforce any provision does not constitute a waiver.

17.4 Contact. CleanerMatcher OÜ, Tuukri tn 19-202, 10120 Tallinn, Estonia. Email: [[email protected]].