TERMS AND CONDITIONS

Get Set Clean Terms and Conditions

These Terms apply when you use the Get Set Clean website, app, booking tools or related platform, and when you make, amend or manage a Booking through Get Set Clean.

Important summary

• Get Set Clean is a booking, coordination and payment platform. The Booked Services are supplied by independent self-employed Service Providers, not by Get Set Clean.
• You must provide accurate information, safe and timely access, required utilities and suitable cleaning products and equipment unless the Booking states otherwise.
• Cancellation charges, failed-access charges, waiting time and other additional charges may apply as set out in these Terms and the Booking details.
• Nothing in these Terms excludes or limits rights or liabilities that cannot lawfully be excluded or limited.

1. About Get Set Clean

Get Set Clean is the trading name of Techcom Enterprise Ltd, registered in England and Wales with company number 9457703. Its registered office is The Fold, 114 Station Road, Sidcup, Kent, United Kingdom, DA15 7AE.

2. Definitions

In these Terms:

• “Get Set Clean”, “we”, “us” and “our” mean Techcom Enterprise Ltd trading as Get Set Clean.
• “Platform” means the Get Set Clean website, app, booking tools and related booking, coordination, payment and support systems.
• “Service Provider” means the independent self-employed individual who performs the Booked Services.
• “Consumer Customer” means a Customer who makes a Booking mainly for personal, domestic or household use.
• “Business Customer” means a Customer who makes a Booking wholly or mainly for business, commercial, professional, holiday-rental, short-let, serviced accommodation or other income-generating purposes.
• “Booked Services” means the cleaning or related services described in the relevant Booking.
• “Booking” means a request for Booked Services that has been confirmed through the Platform or in writing by Get Set Clean.
• “Session” means an individual scheduled instance of Booked Services under a Booking.

Some parts of these Terms apply differently depending on whether you are a Consumer Customer or a Business Customer. Where no distinction is made, the term “Customer” includes both.

3. Our role and the Service Provider

Get Set Clean acts as a disclosed booking, coordination and payment platform. The contract for the Booked Services is between you and the independent Service Provider confirmed for the Booking.

Get Set Clean may provide booking tools, scheduling, customer and Service Provider communications, payment handling, access-information management, operational coordination, complaint assistance and other Platform support. These functions do not make Get Set Clean the principal provider of the Booked Services and do not give Get Set Clean day-to-day control over how a Service Provider performs them.

Service Providers are independent and responsible for how they perform the Booked Services, subject to the agreed Booking scope, applicable law and health and safety requirements.

Payments for Booked Services are collected by Get Set Clean on behalf of the Service Provider. Payment made to Get Set Clean for a Booking satisfies your corresponding payment obligation to the Service Provider to the extent of the amount paid.

4. Bookings and arrival windows

A Booking is confirmed only when confirmation is provided through the Platform or in writing by Get Set Clean. Get Set Clean may process Booking requests and facilitate confirmation by an available Service Provider.

The Booking details will set out or make available the main service information, including the service type, date and arrival window, minimum time where applicable, price or basis of calculation, and payment arrangements. Cancellation terms are set out in Section 11.

Arrival windows are not guaranteed exact arrival times. The Service Provider may arrive at any point within the agreed arrival window.

You are responsible for checking the Booking details and notifying Get Set Clean promptly of any error or change needed.

Bookings may also be made or managed directly through the Get Set Clean team. Where this happens, these Terms still apply unless expressly agreed otherwise in writing.

If the original or usual Service Provider is unavailable, no longer accepts the Booking, or cannot continue with future Sessions, Get Set Clean may offer a different independent Service Provider. If no suitable Service Provider is available, Get Set Clean may reschedule or cancel the affected Booking or Session.

Recurring Bookings may be arranged weekly, fortnightly or on another agreed schedule, subject to availability. The same Service Provider is not guaranteed for every Session unless Get Set Clean expressly agrees this in writing.

You may ask to pause, reschedule or cancel a Session, or end a recurring arrangement, subject to availability and the cancellation policy in these Terms. Ending a recurring arrangement does not remove any charges already incurred.

FAQs and help pages may provide practical booking information. These Terms apply where there is any difference.

5. Your responsibilities

You must:

• provide accurate Booking, property, scope and access information;
• ensure safe, lawful and timely access during the arrival window and throughout the Session;
• ensure any necessary utilities are available;
• provide safe and suitable cleaning products and equipment unless otherwise agreed;
• tell Get Set Clean in advance about hazards, access issues, parking restrictions, building rules, guests, pets, delicate surfaces, specialist materials and any special care instructions;
• remove or secure fragile, valuable, sentimental, private or sensitive items where appropriate;
• keep children and pets away from products, chemicals or areas where they may create a safety risk or interfere with the Booked Services;
• respond reasonably promptly where Get Set Clean or the Service Provider needs information or instructions to continue or complete the Booking; and
• treat Service Providers and Get Set Clean staff respectfully.

6. Scope, condition and safety

The Booked Services cover only the tasks and service type agreed for the Booking and only within the booked time.

If the property condition, required tasks or selected service type do not match the Booking, this may result in additional time, additional charges, reduced scope or the Session being unable to proceed as scheduled.

Within the booked time, the Service Provider may reasonably prioritise tasks, recommend extra time, decline unsafe or unsuitable work, or stop a Session where reasonably necessary. Charges may still apply where the Session is reduced, declined or stopped for a reason not caused by Get Set Clean or the Service Provider.

Standard cleaning is not specialist cleaning. Specialist or non-standard services, including end-of-tenancy cleaning, after-builders cleaning, hazardous-waste removal, pest control, mould remediation, biohazard cleaning, medical-grade sanitisation or specialist decontamination, are included only where the Platform or Booking expressly confirms that service.

Cleaning results may vary depending on property condition, time booked, available cleaning products and equipment, pre-existing stains, wear, damage, access limits and the accuracy of the Booking information.

For delicate, unusual or non-standard surfaces or materials, you must notify Get Set Clean in advance and provide any necessary instructions and suitable products. Where this is not done, Get Set Clean and the Service Provider are not responsible for adverse results caused by the reasonable use of standard cleaning methods, products or equipment.

7. Holiday rental and commercial Bookings

Holiday rental Bookings depend on timely guest departure, access, linen, laundry, consumables, property readiness and third-party supplier performance. If something outside Get Set Clean’s or the Service Provider’s control affects the Booking, this may result in waiting time, extra charges, reduced scope, failed access, a return visit where available, or the Session not being completed before check-in.

You are responsible for booking enough time for the required tasks within the available turnover window.

You must remain reasonably contactable or provide a contact who can make decisions about access, guest presence, linen, item storage, rubbish, cleaning products and equipment, and unclear instructions. If no timely response is received, the Service Provider may use reasonable judgment within the booked time and scope. Get Set Clean is not responsible for reduced scope, delay or outcome concerns caused by missing instructions or lack of response.

Where linen, toiletries, consumables or other third-party supplies are used, they may be subject to separate supplier terms. Lost, damaged or unusable items may be subject to reasonable replacement or related charges.

For commercial Bookings, you must provide any relevant site rules, access arrangements, alarms, permits, inductions, out-of-hours instructions and health and safety requirements in advance. Commercial Bookings may also be subject to separate written specifications or terms, which will apply where they are inconsistent with these Terms.

8. Access, keys and codes

You are responsible for ensuring that the Service Provider can access the property during the arrival window. If access is delayed or unavailable for a reason not caused by Get Set Clean or the Service Provider, waiting, cancellation or failed-access charges may apply.

You must ensure that key-safe codes, alarm codes, concierge instructions and other access details are accurate and current. Get Set Clean will use reasonable measures to protect access information and share it only where reasonably necessary for the Booking.

Any private arrangement for a Service Provider to hold, collect, return or retain a key outside the Platform is at the Customer’s and Service Provider’s own risk, unless Get Set Clean expressly agrees otherwise in writing.

9. Photos, records and privacy at the property

Photos or videos of the property may be taken where reasonably necessary to record condition, confirm completion, report damage or maintenance issues, support quality checks, resolve complaints, manage insurance or payment disputes, or protect against fraud.

If you are concerned about a private or sensitive item being photographed, you must notify Get Set Clean before the Session and remove, secure or place the item out of view where reasonably possible.

The Platform may also record Booking, communication, payment, timing and location information for operational, evidential, safety and fraud-prevention purposes. Personal data is handled in accordance with Section 18 and our Privacy Policy.

10. Prices, payment and refunds

The Booking process or confirmation will state the price or explain how it is calculated. Prices include VAT chargeable by Get Set Clean where applicable, unless clearly stated otherwise.

Prices may change from time to time. Updated prices apply to new Bookings or future Sessions confirmed after the change, unless a different arrangement has been agreed with you.

By requesting a Booking, you authorise Get Set Clean and its payment provider to place payment holds and charge your payment method for amounts properly due under the Booking and these Terms, including cancellation charges, failed-access charges, agreed extra time, selected extras and other clearly disclosed chargeable events.

For new Customers, a deposit may be charged when a Booking request is submitted. The amount will be shown before payment. Paying a deposit does not confirm the Booking. Unless stated otherwise, the deposit is used towards the final Booking price if the Booking goes ahead.

A payment hold is not a charge. It temporarily reserves money on your payment method and may later be released or used towards amounts properly due.

You are responsible for keeping your payment method up to date. Payment holds and charges for recurring Bookings may be taken using the payment method you have authorised under these Terms. If a payment or hold fails, Get Set Clean may require another payment method, suspend or cancel affected Bookings, restrict Platform access or recover amounts properly due.

If cleaning products or other items are purchased for your Booking with your agreement, their cost may be added to the Booking total together with any clearly disclosed transaction or handling fee.

Any refund approved by Get Set Clean will normally be processed within 5 to 10 working days of approval. Bank or payment-provider processing times may affect when funds appear. Non-recoverable processing or transaction costs may be deducted where lawfully allowed.

You must raise any payment dispute or chargeback in good faith. Nothing prevents a legitimate chargeback or legal claim. Get Set Clean may provide relevant records in response to a dispute and may recover amounts properly due and reasonable costs caused by an abusive or improper payment dispute, where legally recoverable.

11. Cancellation, failed access and waiting time

For Consumer Customers, cancellation, waiting-time and failed-access charges will be applied only where reasonable and lawful in the circumstances. For Business Customers, the cancellation and failed-access charges below apply unless a different policy is clearly stated for the Booking.

• more than 24 hours before the booked arrival window: no cancellation charge, and any deposit paid will be refunded, less any non-recoverable processing or transaction costs where these may lawfully be retained;
• less than 24 hours before the booked arrival window: a cancellation charge up to 50% of the total Booking value; and
• once the Service Provider has been confirmed as en route to the Booking: a cancellation charge up to 100% of the total Booking value.

Where a Booking includes linen hire or other pre-ordered third-party items or extras, cancellation less than 24 hours before the booked arrival window may also result in a charge of up to 100% of their value where the cost has already been incurred or cannot reasonably be recovered.

If the Service Provider attends but cannot gain access, or access is delayed so that the Session is no longer operationally viable, the Booking may be treated as failed access and a charge of up to 100% of the total Booking value may apply.

Where operationally possible, a waiting period of up to 15 minutes may be allowed. After that, waiting time may be charged if the Session can still proceed, or the Booking may be treated as failed access if it is no longer operationally viable.

Cancellation, waiting-time and failed-access charges are intended to be reasonable and proportionate. They reflect reserved time, scheduling constraints, travel or attendance, operational impact and costs associated with the Booking, and are not intended to operate as a penalty.

This Section is subject to any statutory cancellation rights that apply under Section 12.

12. Consumer cancellation rights

This Section applies to Consumer Customers only.

If you make a Booking online, by telephone or otherwise at a distance, you will normally have 14 days from the date the contract is made to cancel it, subject to any legal exceptions.

If your Booked Services are due to start during that 14-day period, we will ask you to expressly request that they start early and to acknowledge that you may lose your right to cancel once the Booked Services have been fully completed.

If you cancel after the Booked Services have started following your express request, but before they are fully completed, you may have to pay a proportionate amount for the services already supplied.

If the Booked Services are fully completed during the cancellation period following your express request and acknowledgement, your statutory right to cancel those Booked Services may end.

Where you validly exercise a statutory cancellation right, the cancellation charges in Section 11 will not apply where they conflict with that right.

Nothing in these Terms affects statutory rights that cannot lawfully be excluded or restricted.

13. Complaints, re-cleans and damage

Please report concerns as soon as reasonably possible. Holiday rental concerns should usually be reported within 24 hours, and domestic or commercial concerns within 48 hours. Late reporting may affect our ability to investigate or offer a practical remedy, but does not remove statutory rights or any valid legal claim.

A complaint should include the Booking details, a clear description, photographs where available and any relevant supporting evidence. Get Set Clean may help facilitate communication between you and the Service Provider, but does not guarantee a particular outcome.

Damage or missing-item claims should be reported promptly with photographs or video, evidence of ownership or value where relevant, and available details. Damaged items should be kept for inspection where practical. Except where urgent action is needed to prevent further loss, you should give Get Set Clean and the Service Provider a reasonable opportunity to review the issue before arranging repair or replacement.

Where appropriate, Get Set Clean may help arrange a re-clean, refund, credit, repair, replacement or other practical resolution. Any resolution may be provided by the Service Provider, by Get Set Clean as a customer-support gesture, or by both, without admitting that Get Set Clean supplied the Booked Services or is legally liable for the underlying issue.

14. Liability

Get Set Clean is responsible for providing its own Platform, booking, payment-handling, coordination and support services with reasonable care and skill.

Except where Get Set Clean is legally responsible, the Service Provider is responsible for performing the Booked Services. Get Set Clean is not responsible for a Service Provider’s acts, omissions or service quality merely because the Booking was made or supported through the Platform.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, statutory rights that cannot be excluded, or any other liability that cannot lawfully be excluded or limited.

For Consumer Customers, Get Set Clean’s liability will not be limited where doing so would be unlawful or unfair under applicable consumer law.

For Business Customers, subject to the exclusions above, Get Set Clean’s total liability in connection with a Booking is limited to the greater of the amount paid for the relevant Booking or £500, unless a different limit is agreed in writing.

For Business Customers only, Get Set Clean is not responsible for indirect or consequential loss, including loss of profit, loss of revenue, loss of business, guest refunds, alternative accommodation costs, loss of use, inconvenience or loss of a holiday-rental booking.

Get Set Clean and Service Providers are not responsible for damage or adverse results caused by normal wear and tear, age, prior use, pre-existing condition, inherent defect, improper installation, unsafe condition, inaccurate or missing instructions, undisclosed sensitive materials, or unsuitable Customer-provided cleaning products and equipment.

Where compensation for property damage is legally due, it will normally be based on reasonable repair cost or depreciated market value, not sentimental, emotional, collector or new-for-old replacement value, unless the law requires otherwise.

15. Insurance

Insurance may be available for some claims, but this depends on the insurer’s terms, evidence requirements, exclusions and excesses. Insurance does not guarantee that a claim will be accepted or paid.

If an insurance claim relates to your Booking and Get Set Clean has to pay an excess or related cost, we may ask you to repay that amount where it is reasonable and legally recoverable. This may include where the claim was caused by your breach of these Terms, negligence, missing or inaccurate information, unsuitable cleaning products or equipment, undisclosed risks, or other circumstances for which you are legally responsible.

16. Reviews and feedback

Nothing prevents you from leaving an honest review or raising a genuine complaint.

Reviews submitted through the Platform or directly to Get Set Clean must be genuine, lawful, not misleading and not abusive, discriminatory, defamatory or unnecessarily privacy-intrusive. Get Set Clean may remove or decline to publish content submitted through its own Platform where it breaches these standards, and may redact personal data or identifying information where reasonably necessary to protect privacy.

Where you provide feedback directly to Get Set Clean or submit a review through the Platform, you allow Get Set Clean to reproduce, publish and use that review or feedback for legitimate business, quality and marketing purposes. We may anonymise it where appropriate. This does not give Get Set Clean the right to alter the substance or meaning of a review.

17. Direct bookings with Service Providers

You must not knowingly bypass Get Set Clean by directly engaging, booking or arranging substantially similar services with a Service Provider introduced to you through the Platform, unless Get Set Clean agrees in writing. This applies for 12 months after your most recent Session with that Service Provider.

If you breach this Section, Get Set Clean may charge a reasonable introduction fee reflecting the commercial loss caused by the direct arrangement. This may include the reasonable cost of acquiring and onboarding the Customer and Service Provider, and the platform fees reasonably expected to be lost. The fee will not exceed £1,000.

18. Data and privacy

Get Set Clean processes personal data in accordance with UK data protection law and its Privacy Policy. This may include Booking and contact details, payment records, access information, timing or location records where used, property photographs, complaint evidence, insurance information and chargeback or fraud-prevention evidence.

Get Set Clean may share relevant information with Service Providers and trusted third parties where reasonably necessary for Bookings, payments, access, complaints, legal claims, insurance, fraud prevention or legal compliance.

No electronic system is completely risk-free. Get Set Clean will use reasonable technical and organisational measures appropriate to the information and risks involved. Nothing in this Section excludes any liability that cannot lawfully be excluded.

19. Platform availability, things outside our control and third parties

Get Set Clean does not guarantee that the Platform will always be available, uninterrupted or error-free. Get Set Clean may temporarily suspend access for maintenance, security, technical issues or operational reasons.

Get Set Clean is not responsible for delay or failure caused by things outside its reasonable control, including severe weather, transport disruption, utility or communication failure, industrial action, public authority action, major supplier failure or similar events. Get Set Clean will take reasonable steps to reduce disruption where practical.

The Platform may use or link to third-party payment, mapping, communication or other services. Get Set Clean is not responsible for how those third-party services operate, except where Get Set Clean is legally responsible for its own selection or use of them.

20. Suspension, account closure and changes

Get Set Clean may suspend or restrict Platform access where reasonably necessary, including for breach of these Terms, failed payment, abuse, unsafe behaviour, suspected fraud or unlawful activity.

Closing or suspending an account does not automatically cancel an existing Booking or cancel any amount already owed, including outstanding payments, cancellation charges or other charges already incurred. Existing Bookings must still be cancelled or changed by contacting Get Set Clean, unless Get Set Clean confirms otherwise in writing.

Get Set Clean may update these Terms from time to time. Updated Terms apply to Bookings made after publication. They do not apply retrospectively to an already confirmed Booking unless required by law, needed to address an urgent security or operational issue without materially disadvantaging you, or agreed with you.

If you do not accept updated Terms, you should stop using the Platform and refrain from making further Bookings. Rights, payment obligations and liabilities arising before account closure or termination continue to apply.

21. Intellectual property and general terms

The Platform, Get Set Clean name, branding, website content, software, text, graphics and other materials owned by or licensed to Get Set Clean are protected by intellectual property law. You may use them only for normal personal or internal business use of the Platform. You must not copy, scrape, reproduce, sell or commercially exploit them without permission, except where the law allows.

These Terms are governed by the laws of England and Wales. Subject to applicable law, the courts of England and Wales have jurisdiction. Consumers may have rights to bring proceedings in another court where those rights cannot be excluded.

If any part of these Terms is invalid or unenforceable, the remaining parts continue to apply.

A delay or failure by Get Set Clean to enforce a right does not waive that right.

Get Set Clean may transfer its rights and obligations under these Terms as part of a business restructuring, transfer or sale, provided this does not reduce a consumer’s rights. You may not transfer your rights or obligations under a Booking without Get Set Clean’s written consent, except where the law gives you that right.

These Terms do not exclude information or rights that must be treated as part of the contract under consumer law, or liability for misleading statements.

22. Contact

If you have any questions about these Terms, please contact us using the Contact Us page or the contact details shown on the Get Set Clean website.

You may also find practical booking information in our FAQs, but these Terms apply where there is any difference.

Get Set Clean | Techcom Enterprise Ltd | Last updated 14 October 2026