Last updated November 2025

FreshLet is a platform that connects clients with vetted, self-employed cleaners. FreshLet is not a cleaning agency or employer. Cleaners work independently and decide how they perform their work. By joining FreshLet, you agree to the following Terms & Conditions.
 

1. Self-Employment Status
You operate as a fully self-employed cleaner and are responsible for your own tax, Pension, National Insurance and Public Lability Insurance. FreshLet does not supervise your work, does not provide equipment. You will be provided with a checklist to ensure all tasks are completed for each client booking. Nothing in these terms creates an employer/employee relationship. You are free to accept or decline any job offered through the platform. There is no guarantee of regular work. Please see guidance on application.
 

2. Vetting Requirements
You must complete the FreshLet vetting form and provide accurate information, including ID and right-to-work documentation, home address and contact details. You must read and agree to the Cleaner Code of Conduct and the Self-Employment Agreement; your typed name acts as your digital signature on application. You may be asked to complete a paid trial clean as part of onboarding. FreshLet may review performance, conduct and feedback at any time.
 

3. Insurance
Public liability insurance is strongly recommended and may become mandatory. You are personally responsible for any claims, damage or incidents arising from your work. You must notify FreshLet of any changes or if your insurance expires.
 

4. Professional Conduct & Safety
You must complete all jobs safely, professionally and respectfully. You must notify FreshLet immediately if you feel unsafe, cannot access a property, a property is misrepresented, or the booked time is not enough. You must follow safe working practices and comply with health and safety requirements.

5. Supplies & Equipment
You must bring your own cleaning products (Eco or Standard depending on the booking). Clients supply the hoover, mop, bucket and any step stool or access equipment. You must use safe and appropriate cleaning materials.
 

6. Booking Types & Minimum Hours
Clients may book weekly, fortnightly or one-off services. You must only accept jobs when you can meet the required time and frequency. Changes to a client’s schedule will be confirmed with you.
 

7. Multi-Cleaner Jobs & Labour-Time Rules
Some bookings may require more than one cleaner. Total labour hours are based on the work required, not the time spent on site. Example: a 6-hour clean may be completed by two cleaners working 3 hours each. You are paid for the hours you personally work. Platform fees and client charges are based on total labour hours. You must alert FreshLet if more time is needed.
 

8. Satisfaction & Complaints
Clients have 12 hours to report any issues. If a complaint is raised, FreshLet will notify you.
As a self-employed cleaner, re-cleans or refunds are your responsibility. FreshLet does not cover any re-clean or refund costs. If a refund is processed, the cleaner will not be paid for that booking.
Repeated or unresolved complaints may result in suspension or removal from the platform.

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9. Payments & Invoicing
Clients pay FreshLet before the clean. Your payment is released after the clean is completed and the 12-hour feedback window has passed. You are paid your cleaner rate minus the FreshLet platform fee. Weekly invoices must be submitted by Friday 5pm; payments are processed by Tuesday 10am. Payments may be paused if a complaint is under review.
 

10. Communication & Availability
You must communicate professionally and respond promptly. You must keep your availability updated and notify FreshLet of changes. FreshLet may offer one-off, repeat or ongoing arrangements, including HostCare turnover jobs. Only accept jobs when fully available.
 

11. Non-Solicitation (No Off-Platform Work)
You must not exchange contact details with clients or arrange work outside FreshLet. All bookings must go through the platform. Soliciting off-platform work may result in immediate removal.
 

12. Tools, Methods & Responsibility
You decide how to carry out the clean, including your methods, tools and approach. You are responsible for your own equipment, safety, travel and working practices. FreshLet does not direct how you complete the work.
 

13. Indemnity
You agree to indemnify FreshLet against any claims, losses, damages or legal costs arising from your work, including damage caused during a clean, misuse of equipment, or breach of these Terms.
 

14. Limitation of Liability
FreshLet is not liable for damage, loss, injury, theft, missed appointments or accidents caused by cleaners. FreshLet’s total liability is limited to the platform fee earned from any job in dispute. FreshLet is not liable for indirect or consequential losses.
 

15. Mandatory Reporting
You must immediately report to FreshLet if: access is denied, the home is unsafe, the client requests unbooked tasks, additional time is needed, or you cannot complete the job. Failure to report may result in payment delays or removal.
 

16. Platform Expectations & Performance
You may earn badges (Eco Approved, Fully Insured, HostCare Experienced, Top Rated). FreshLet will monitor punctuality, reliability and feedback. A three-strike system applies for repeated lateness, cancellations, poor conduct or policy breaches. FreshLet may suspend or remove cleaners who fail to meet standards.
 

17. No Guarantee of Work
FreshLet does not guarantee any minimum amount of work, income or hours. Job availability depends on client demand and cleaner performance.
 

18. Data Protection
Your data is processed under the FreshLet Privacy Policy. Only essential booking information is shared with clients. You must keep client information confidential.
 

19. Removal from Platform
FreshLet may remove cleaners for breach of terms, poor conduct, off-platform work, repeated complaints, lack of communication, unsafe practices, dishonesty or fraud. No compensation is provided for removal.
 

20. Agreement
By joining FreshLet, completing the vetting form or accepting jobs, you confirm that you have read, understood and agree to these Cleaner Terms & Conditions, the Cleaner Code of Conduct and the FreshLet Privacy Policy.