Terms & Conditions

Introduction

  • These terms of use (together with any documents referred to in them) tell you the terms on which you may make use of our website Kleend.co.uk (the Site) and/or our mobile application (the App), whether as a guest or a registered user, and the connection service that we provide through them.
  • Please read these terms of use carefully before you start to make any use of Kleend, as they will apply to your use of it (although please note that they will not apply to any third party services you request through Kleend). We recommend that you print a copy of these terms of use or save them to your computer or device for future reference.
  • By using Kleend, you confirm that you have read and accepted these terms of use and that you agree to comply with and be bound by them. If you do not agree to them, you must not use Kleend.

Contact us

  • Kleend Platform is provided by Kleend Limited, a company incorporated in the United Kingdom under the registration number 11651677.
  • If you wish to contact us in writing, have a complaint or are required to give us notice in writing, you can send this to us by email at info@Kleend.co.uk or by pre-paid post to our main trading address referred to above. If we have to contact you or give you notice in writing, we will do so by email to any email address you provide to us.

Disclaimer

  • Kleend is a technology platform, accessed through the Site or App, that connects clients (such as you) to cleaners (third party providers of cleaning services). At all times the cleaners are under the client’s supervision, control and responsibility, they are not employed by the agency, either directly or indirectly, but are self-employed.
  • Kleend acts as an introduction agency between the clients and cleaners. Upon payment of a fixed fee, Kleend will contract to introduce domestic or commercial cleaners to the client to clean only for the one property, only for the time stated on the invoice.
  • Please note that we simply provide the platform that connects users (such as you) with Service Providers and allows them to be introduced. We do not, ourselves, provide any cleaning services or other services of the type listed on the Site as being provided by Service Providers and any contract for the provision of those services is between you and the relevant Service Provider (and not us).
  • We do take reasonable measures to ensure the suitability and quality of the Service Providers, including, without limitation, conducting interviews, obtaining proof of identity and address and obtaining references. However, you acknowledge that, in carrying out any checks, we may be reliant on information supplied by third parties and we cannot guarantee that such information is accurate. We also cannot guarantee that any particular Service Provider is suitable for your purposes and you use Service Providers at your own risk.
  • However we may remove a Service Provider from Kleend on the basis of any feedback you or other users provide in relation to that Service Provider if we deem it appropriate, but are under no obligation to do so.
  • The company does not accept any responsibility whatsoever for any loss, expense, damage arising from any act or omission by the introduced Service provider. However Kleend will make every effort to obtain and sustain references and ensure that the cleaners so provided under the terms of this contract are competent work people but no responsibility is to be attached to Kleend as a result of a failure of the selection procedure for any reason.
  • If you have a complaint in relation to the services provided by a Service Provider, that complaint must be taken up with the Service Provider directly. If you are unable to resolve a dispute with a Service Provider or you cannot come to an agreement with a Service Provider, please contact by email info@Kleend.co.uk and we will use our reasonable endeavours to try to resolve the dispute.

Use of the App

  • In consideration of you agreeing to abide by these terms of use, we grant you a non-transferable, non-exclusive licence to use the App on any mobile telephone or other handheld device (Mobile Device) controlled or owned by you. All other rights in the App are reserved by Kleend and by our licensors and we remain the owners of the App at all times.
  • In addition to these terms of use and our privacy and cookie policy, your use of the App is also subject to any rules or policies applied by any App store provider or operator from whose site (App store) you downloaded the App (although please note that the App store has no responsibility for the App or its content). To the extent that there is a conflict between those rules or policies and these terms of use and our privacy and cookie policy, these terms of use and our privacy and cookie policy shall take priority.
  • The site and the App are made available free of charge and you may download the App onto any number of Mobile devices controlled or owned by you. If you control, but do not own, the Mobile Device onto which you download the App, you will be assumed to have obtained permission from the owner of the Mobile Device to do so. You or the owner of your Mobile Device may be charged by your or their mobile or internet service provider for data access on your Mobile Device. You accept responsibility in accordance with these terms of use for your use of the App on any Mobile Device, whether or not it is owned by you.

Changes to these terms of use and updates to the Site and/or the App

  • We may revise these terms of use at any time and you should check these terms of use from time to time to take notice of any changes we have made, as they are legally binding on you. We may also notify you of any changes by email, if you do not agree to any such changes, please stop using Kleend and (if applicable) delete the App from your Mobile Device.
  • These terms of use were last updated on July 1 2019.
  • We may (but are under no obligation to) update the Site and/or the App from time to time, and may change the content on them at any time. You may, following an update, need to download the latest version of the App in order to continue using it.

Your Account

  • Some functionality of the Kleend Platform may require a Kleend registered account ("Account") to access. If you are aged 18 or over, you may register to create an Account, which will require you to provide certain personal data, which must be true, accurate, current and complete, and will be held and used in accordance with any consent obtained from you and the terms of our Privacy and Cookies Policy. Access to your Account will be controlled with a unique username and password. You are responsible for keeping your Account password confidential and secure against unauthorised use, and for all activity that occurs using that Account.
  • You must not create your own Kleend account using an email address other than your own or one that you are permitted to use and, if you know or suspect that someone other than you has successfully registered to use Kleend using your email address, you must notify us immediately at info@Kleend.co.uk.
  • We reserve the right to refuse to grant you an Account, or to cancel your Account, at any time, including if in our reasonable opinion, you have failed to comply with any provision of our Terms and Policies.
  • If you know or suspect that anyone other than you knows how to access your Account, you must change your Account password and contact us immediately at through the 
  • Your privacy is important to us. Please see our Privacy and Cookies Policy here for details of how we will process your personal data, where it is provided to us, and how we will use cookies.
  • Kleend gift codes/voucher codes ("Codes") may be redeemed on the Platform when ordering Services subject to the following terms and conditions:

    (i) Codes can be used to order Services of the same or higher price than the amount of money attributed to the Code with any balance to paid in accordance with sub-clause 3(e);

    (ii) Codes are valid for 1 year from the date issued by us;

    (iii) We do not accept liability for lost, stolen or damaged Codes;

    (iv) Codes cannot be exchanged for cash or refunded (unless in accordance with your legal rights); and

    (v) the relevant Code terms and conditions will also apply and, where applicable, take precedence over this sub-clause 3(g).

Text Messages and Telephone Calls.

  • By providing your phone number and using the Kleend Platform, you agree that we may, to the extent permitted by applicable law, use your mobile phone number for calls and, if such phone number is a mobile number, for text (SMS) messages, in order to assist with facilitating the requested Professional Services.
  • Standard call or message charges or other charges from your phone carrier may apply to calls or text (SMS) messages we send you. You may opt-out of receiving text (SMS) messages from us by replying with the word "STOP" to a text message from us. You acknowledge that opting out of text (SMS) messages may impact your ability to use the Kleend Platform.
  • You agree to Kleend use of a service provider to mask your telephone number when you call or exchange text (SMS) messages with a Service Provider using a telephone number provided by Kleend. During this process, Kleend and its service provider will receive in real time and store call data, including the date and time of the call or text (SMS) message, the parties’ phone numbers, and the content of the text (SMS) messages. You agree to the masking process described above and to Kleend use and disclosure of this call data for its legitimate business purposes.

Acceptable Content

  • You represent and warrant that your User Content:
    • does not contain or condone sexually explicit material or violence, or condone discrimination based on race, sex, religion, nationality, disability, sexual orientation or age;
    • is not threatening, abusive or intimidating, or provided with an intent to harass any other person;
    • does not infringe anyone else's rights, including any intellectual property rights or right of confidentiality or privacy; in particular, User should not submit content which is protected by copyright, trade mark, patent, trade secret, moral right, or any other proprietary right without the express consent of the owner of the respective right;
    • complies with all applicable laws;
    • does not contain any material which is defamatory, invades the privacy of any person, is obscene, offensive, or hate speech;
    • does not breach any legal duty you owe to a third party, such as a contractual duty or a duty of confidence;
    • is accurate and representative of your genuinely-held opinion where it states opinions – for example, in reviews;
    • does not misrepresent your identity or affiliation with any person, or falsely gives the impression that such content comes from someone else;
    • does not contain any unsolicited or unauthorised advertising, promotional materials, junk mail, spam, chain letters, pyramid schemes or other forms of solicitation or advertisement commercial or otherwise;
    • does not advocate, promote or assist any unlawful act (e.g., criminal acts, copyright infringement, computer misuse, etc.); and
    • does not feature any individual who has not expressly consented to his or her image and/or voice being featured on the Handy Platform, nor any individual under the age of 18 without the consent of that individual's parent or guardian;
    • and you agree that you are responsible for any loss or damage we may suffer as a result of your breach of this warranty.

Access to Kleend

  • The Site and the App are made available free of charge and you may download the App onto any number of Mobile Devices.
  • Access to the Kleend Platform is permitted on a temporary basis. We reserve the right to withdraw or amend the Kleend Platform (and any services offered on it) without notice to you. We reserve the right to withdraw, vary or suspend the Kleend Platform (or any part of it) at any time without notice. We will not be liable if for any reason the Kleend Platform or any part of it is unavailable at any time or for any period.
  • You are responsible for making all arrangements necessary to access and view the Kleend Platform and you should ensure that you have up to date anti-virus software on any device from which you access the Kleend Platform. You are also responsible for ensuring that all persons accessing the Kleend Platform through your internet connection are aware of these Terms of Use.
  • Materials and information posted on the Kleend Platform are not intended as advice, including legal advice, and should not be relied upon as such. To the fullest extent permitted by law, we shall not be responsible or liable if you place any reliance on such information.
  • We make no representations, warranties or guaranteed, whether express or implied, that Kleend or any content on it:
    • Will always be available or uninterrupted
    • Will be error-free, accurate, complete or up-to-date
    • Or will be secure or free from bugs or viruses.

Registration and security

  • Use of, and access to Kleend Platform will require you to register with us. If you wish to register, you must complete all of the fields on the registration page.
  • When creating an account with Kleend you will need to:
    • Use an email address which is your own or you have permission to use.
    • You will be provided with a username (which you can choose or maybe allocated) password or any other piece of information as part of our security procedures, you must treat such information as confidential and must not disclose it to any third party or allow any third party to use or access your account.
    • We have the right to disable any username or password, whether chosen by you or allocated by us, at any time if, in our reasonable opinion, you have failed to comply with any of the provisions of these terms of use.
    • The Username and password is strictly for use only it may not be transferred to any other person.
    • If you know or suspect that anyone other than you knows your username or password, you must promptly notify us at info@Kleend.co.ukand change your password.
    • You are responsible for all acts and omissions of any third parties who use your username or password to access Kleend, whether fraudulently or not, and you agree to reimburse us on demand for any loss we suffer as a result of such use.

Intellectual Property

  • We are the owner or the license of the Intellectual property rights in Kleend and in the material published on it.
  • You may access, view and print out the Kleend Platform (excluding any User Content that does not belong to you) in accordance with our Terms and Policies for your own personal, non-commercial use.
  • You acknowledge that you have no rights in or to Kleend or the technology used or supported by it other than the right to use it in accordance with the terms and conditions. If you are found in breach of these terms and conditions, your right to use Kleend will be terminated.
  • You may only print out or quote from the Kleend Platform Content on the condition that you give us appropriate acknowledgement.
  • Nothing in the above permission impairs or restricts any author's moral rights in respect of any Kleend Platform Content.
  • We expressly reserve all intellectual property rights in and to the Kleend Platform and the Kleend Platform Content, including in and to the Kleend Platform domain name and all related domains and sub-domains, the name "Kleend", our logo device, service marks, brand names, trading names and/or trade marks. Other trade marks and product/company names mentioned on the Kleend Platform may be trade marks of their respective owners or licensors and the rights in such marks are reserved to them.

Pricing and payment

  • When you first request the services of a Service Provider, you will be asked to provide us with valid credit or debit card payment details to pay for the services you request through Kleend. We will store your card details for such purpose and you agree that we may undertake authorisation checks on that card (including when you use Kleend to request the services of a Service Provider).
  • If you request the services of a Service Provide payment in full will be taken automatically and processed by our third party payment service provider in advance of the scheduled visit using the card details previously provided by you.
  • If you request the services of a Service Provider on a repeat basis, payment in full will be taken before each scheduled visit automatically and processed by our third party payment service provider in advance using the card details previously provided by you.
  • There are no hidden costs or membership fees so once the full payment has been made for the scheduled visit, just sit back and relax without the need to keep an eye on payments.
  • The amount you will pay will comprise:
    • A fee due to the Service Provider based on the duration of the visit(s) (i.e. the number of hours worked); this will be fixed amount at the time of booking.
    • A service fee due to us as stated on the receipt you receive and calculated by reference to the number of hours (or part thereof) worked by the Service Provider. This will be a fixed fee, which remains the same each time you book.
    • We will issue you with a single receipt for the total amount paid by you in respect of each booking, including the service fee and service provider charge, all at one fixed payment.
  • This will be one single payment, fixed and a one-off payment not a membership or repeat payment, each time you book you pay, simple!
  • We reserve the right to make changes to our pricing policy at any time. If you do not agree to any such changes, you should stop using Kleend and (if applicable) delete the App from your Mobile Device.
  • If any amount due from you remains unpaid, we reserve the right:
    • to charge reasonable administration costs;
    • to charge interest (both before and after judgment) on the outstanding amount at the rate applicable to judgment debts under the Late Payment of Commercial Debts (Interest) Act 1998; (iii) to arrange for any further bookings made by you to be suspended; and/or (iv) to take such other action as we deem appropriate, including, without limitation, immediate, temporary or permanent withdrawal of your right to use Kleend.
  • To the extent applicable, all fees are inclusive of VAT at the prevailing rate.

Booking

  • Bookings can be made whenever you want, you book with us, pay for the scheduled clean, without any further commitment beyond that booking. If you want to book again, it’s the same again, simple!
  • If you request the services of a Service Provider, we will notify you by text message and/or email when a Service Provider has accepted your request and confirmed the booking.

Cancellation

  • Our platform is flexible but we have some rules at Kleend that can be found in our cancellation policy, our policies are designed to promote a reliable, consistent experience for customers and professionals. Cancellations direct with the service provider are not permitted and will not be accepted.

Service Providers

  • You agree to treat Service Providers courteously and lawfully and to provide a safe and appropriate working environment for them in compliance with all applicable laws and regulations. You also agree to provide them with all reasonable information and co-operation required to enable them to provide the services you have requested.
  • At all times the Service Providers are under the client’s supervision, control and responsibility. They are not employed by Kleend, either directly or indricetly, but are self-employed. Kleend does not accept any responsibility whatsoever for any loss, expense, damage arising from any act or omission by the Service Provider.
  • You will be responsible at all times for the supply of cleaning materials and equipment required to complete the cleaning tasks requested, alongside making arrangements for access to the clients home. You acknowledge that your preferred Service Provider, if you have one, may be unavailable from time to time, whether due to illness or vacation or through ceasing to use Kleend.
  • If a booking is cancelled by the service provider or the service provider fails to attend the agreed location to provide the services requested, you must notify us within 24 hours following the scheduled start time of the visit, if still required, make another request for the relevant services to be provided by the service provider, at another mutually agreeable time. If you do not wish to rearrange, we will be happy to offer you a refund, please email us on info@kleend.com if such a situation occurs within 24 hours of the scheduled clean time.
  • By registering to use Kleend, you agree that all bookings between you and Service Providers will be made through Kleend and that you will not engage or employ any Service Provider you have previously booked through Kleend, or whose contact details you have received from us, to provide any Services other than through Kleend. If a Service Provider offers to provide Services to you other than through Kleend, you must refuse such offer and notify us immediately. If you accept any such offer or if you make a similar offer to a Service Provider, we will immediately withdraw your right to use Kleend (without any obligation to refund any fees already paid by you) and you will be required to compensate us in respect of any losses we suffer as a result up to a maximum of £500.
  • You also agree not to engage or employ any Service Provider you have previously booked through Kleend, or whose contact details you have received from us, to provide any Services for a period of six months after the date of termination of the legal agreement between us.

Your liability to us

  • You will be liable to us and will indemnify us for any breach by you of these terms of use or of any contract between you and any third party (including any terms of service that apply between you and any Service Providers you engage through Kleend). If you are a consumer, this means that you will be responsible for any loss or damage we (or any of our affiliates, personnel or associated third parties) suffer as a result of such breach, including any claims or legal proceedings brought against us by any other person as a result of such breach.

Limitation of our liability

  • You acknowledge that Kleend has not been developed to meet your individual requirements and that it is therefore your responsibility to ensure that the facilities and functions of Kleend meet your requirements.

Private Consumer

  • If you are a consumer, you may only use Kleend for domestic and private use. You agree not to use Kleend for any commercial, business or resale purposes and, if you do, we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

Commercial / Business Consumer

  • If you are a business or an individual using Kleend in a business capacity, please note that:
    • our maximum aggregate liability under, or in connection with, these terms of use (including your use of Kleend) whether in contract, tort (including negligence) breach of statutory duty or otherwise, shall in all circumstances be limited to the service fee paid by you to us during the 12 month period immediately prior to the liability arising;
    • we will not be liable for: (i) loss of profits, sales, business or revenue; (ii) business interruption; (iii) loss of anticipated savings or interest; (iv) loss of business opportunity; (v) loss of or damage to data; (vi) loss of or damage to reputation or goodwill; or (vii) any indirect, special or consequential damages, loss, costs, claims or expenses of any kind; and
    • To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to Kleend or any content on it, whether express or implied.
  • We will not under any circumstances be liable for:
    • the behaviour, acts or omissions of any Service Providers you engage through Kleend or the quality of the services they provide; or
    • any loss or damage caused by any bug, virus, distributed denial-of-service attack or other technologically harmful material that may infect your information technology (including your Mobile Device), data or other proprietary material due to your use of Kleend or your downloading of any content on it or on any website linked to it.
  • Nothing in our Terms and Policies shall affect your statutory rights, or exclude or limit our liability for death or personal injury arising through our negligence, fraudulent misrepresentation and/or anything else which cannot be excluded or limited by us under English law.
  • We will not be liable under these Terms of Use for:
    • Any loss or damage caused by us where there is no breach of a legal duty of care owed to you by us or by any of our employees, and such loss or damage is not a reasonably foreseeable result of any such breach; 
    • Indirect losses that happen as a side effect of the main loss or damage and which are not foreseeable by you and us (such as loss of profits or opportunity); and/or
    • Any increase in loss or damage resulting from breach by you of any of these Terms of Use.
  • To the fullest extent permissible by law, we exclude and disclaim all warranties, terms, conditions and representations that might otherwise be implied by law in relation to this Kleend Platform.
  • In particular, we do not represent or warrant that:
    • The Kleend Platform Content is accurate or complete;
    • The Kleend Platform will be error-free, virus-free or free from other harmful components, or that defects will be corrected. You must take your own precautions in this respect.
    • In any event, we will not be responsible for any loss or damage caused by a distributed denial-of-service attack, viruses or other harmful material that may infect your computer hardware, software, data or other proprietary material due to your use of the Kleend Platform.

Suspension and termination

  • You may terminate the legal agreement between us and, if you are a registered user, request the closure of your account at any time by emailing us at info@kleend.co.uk (subject to fulfilling your minimum booking commitment, as per the ‘Booking process and cancellation’ section above).
  • We will determine, at our discretion, whether there has been a breach of these terms of use through your use of Kleend and, if such a breach has occurred, we may take such action as we deem appropriate, including all or any of the following actions:
    • immediate, temporary or permanent withdrawal of your right to use Kleend;
    • immediate, temporary or permanent removal of any content uploaded, posted, submitted or displayed by you on or to Kleend;
    • issue of a warning to you;
    • legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach;
    • further legal action against you; and
    • disclosure of such information to law enforcement authorities as we feel is reasonably necessary.
  • We exclude liability for actions taken in response to breaches of these terms of use. The responses described in these terms of use are not limited and we may take any other action we deem reasonably appropriate.

If we withdraw your right to using Kleend:

  • All rights granted to you under these terms of use shall cease;
  • you must immediately cease all activities authorised by these terms of use, including your use of Kleend;
  • you must, if applicable, immediately delete the App from all Mobile Devices; and
  • You must not attempt to re-register to use Kleend.

Other applicable terms

  • These terms of use refer to our privacy and cookie policy, which sets out the terms on which we process any personal data we collect from you or that you provide to us, as well as information about the cookies and/or other similar technologies (for example, analytics) we use. By using Kleend, you consent to such processing and you warrant that all data provided by you is accurate.