Effective January 2026

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FreshLet is a smart local platform that connects clients with vetted, self-employed cleaners. We are not a cleaning agency or employer. FreshLet provides an online booking and matching service only.​
 

By booking a service through FreshLet, you agree to the following Terms & Conditions

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1. Booking

• All bookings must be made through the FreshLet website using our secure online booking and payment system.

• Clients select the service, choose a date/time, complete the short booking details, and pay securely    online.

• Once payment is received, FreshLet will assign a vetted cleaner based on location, availability and suitability.

• By completing a booking, you accept these Terms & Conditions and confirm that all information provided is accurate.

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2. Booking Frequency (All Services)

Eco Clean, Standard Clean and HostCare Turnover may be booked as:

• Weekly

• Fortnightly

• Monthly

• One-off​

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Minimum Booking Times:

• Eco Clean - 2 hours

• Standard Clean - 2 hours

• HostCare Turnover - 2 hours

• Mini Refresh - 1 hour fixed

• End-of-Tenancy - 4 hours minimum

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Included Rooms & Extra Rooms:

The base price includes:

Studio flat OR 1 kitchen, 1 bathroom, 1 living room and 1 bedroom flat/house.

Extra rooms add +30 minutes each (+60 minutes for End-of-Tenancy).

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Add-Ons & Bundles

• Add-ons and bundles require additional time and are automatically added during booking.

• Add-ons/bundles must be selected during booking. Cleaners cannot complete add-ons unless booked.

• Add-ons and bundles are charged at fixed prices and added to the total labour time.

​Add-ons and bundles can only be added to Standard, Eco and Hostcare Turnover services.                 

​Important

• We do not remove mould, hazardous waste or undertake specialist restoration

• FreshLet is a platform - we do not supervise cleans or act as the employer

 

Booking Accuracy

• Larger homes, long gaps between cleans or significant build-up require more time.

• FreshLet may adjust booking hours if the time selected is insufficient to complete the service safely and properly.

• Some jobs may require more than one cleaner.

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No Guarantee of Specific Cleaner

FreshLet cannot guarantee a particular cleaner. Substitutions may be made due to illness, availability or scheduling. No compensation is provided for cleaner changes.

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3. Job Duration and Cleaner Allocation 

• Bookings are charged according to the total labour hours required, not the physical time a cleaner is present.

• FreshLet may assign more than one cleaner to ensure the service is completed efficiently.

Multiple Cleaners — Labour Hours Clarification

If a clean requires 6 labour hours, this may be completed as:

• 1 cleaner for 6 hours, or

• 2 cleaners for 3 hours each

The total charge remains for 6 labour hours.
The number of cleaners does not alter the total price.

Add-ons and bundles increase the labour time and are added automatically at checkout.
 

4. Payments

• Payment is taken securely at the time of booking.

• No booking or cleaner assignment will occur until payment is completed.

• Additional hours requested during the clean must be approved by FreshLet and paid before the cleaner continues.

• FreshLet holds payment for 12 hours after the clean to allow for issue reporting; after this, funds are released to the cleaner.

• Agents and Landlords may request consolidated weekly invoicing (subject to approval).

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5. Chargebacks & Payment Disputes

• By booking, you agree to contact FreshLet first to resolve any disputes.

• Unauthorised chargebacks or false disputes may result in suspension from the platform.

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6. Cancellations

• Cancellations must be submitted by email or WhatsApp to be valid.

• 48+ hours before booking: Full refund

• 24–48 hours: 50% refund

• Less than 24 hours: Full fee applies

• Refunds are issued within 3–5 business days.

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Short-notice bookings (<48 hours)

• Non-refundable once confirmed.

• Rescheduling may be offered depending on availability (not guaranteed).

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Force Majeure

If the cleaner is unable to attend due to events beyond reasonable control (illness, emergency, severe weather, transport failure, bereavement), FreshLet will offer a reschedule or refund. Compensation beyond the booking value is not provided.

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7. Responsibilities & Client Obligations

• Cleaners are self-employed and responsible for their own work, conduct and (where applicable)  insurance.

• FreshLet is not the employer, supervisor or manager of cleaners.

Client Obligations
To ensure a successful clean, clients must:

• Provide safe, unrestricted access to the property

• Ensure electricity, lighting and hot water are available

• Provide: hoover, mop, bucket and any access tools (e.g. step stool)

• Follow all “Pre-Clean Conditions”

• Provide accurate property information

• Secure valuables before the clean

• Ensure the property is safe for work (no hazards, infestations, dangerous materials)
   

If access is not possible or the property is unsafe, the booking may be cancelled with no refund

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8. Satisfaction & Issue Reporting

• Issues must be reported within 12 hours of the clean.

• FreshLet will mediate between client and cleaner, but refunds/re-cleans are solely at the cleaner’sdiscretion.

• Re-cleans may occur on a different day depending on availability.

• If FreshLet offers a refund this will be limited to the booking value only. No further compensation will be offered.

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9. Liability

• Cleaners are responsible for their work, conduct and (if held) insurance.

• FreshLet is not liable for:

• Damage

• Breakages

• Theft

• Accidents

Losses arising during or after cleans

• Clients agree to store all valuables securely.

• Claims must be raised within 12 hours of the clean.

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Liability Cap

FreshLet’s total liability for any claim is limited to the total value of the booking.

FreshLet cannot be held liable for consequential, indirect or punitive damages.

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Cleaner Negligence

Any claims relating to cleaner negligence must be directed to the cleaner. FreshLet will support communication but is not responsible for cleaner behaviour or outcomes.

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10. Pre-Clean Conditions

(Required for all bookings)

• Freezers must be fully defrosted before interior fridge/freezer cleaning.

• Cupboards, drawers and pantries must be emptied before interior cleaning.

• Cleaners do not remove mould, bodily fluids, hazardous waste, infestations or complete specialist  restoration.

• Cleaners may refuse or stop work if conditions are unsafe, unreasonable or significantly different fro   the booking description.

• Misrepresentation of property condition may require additional time or result in cancellation without refund.

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11. HostCare Turnover Terms

• HostCare is available one-off, weekly, fortnightly and monthly.

• Booking process is identical to household services.

• Clients must provide clean linen and amenity top-ups.

• Check-out/check-in times must allow adequate turnover time.

• FreshLet is not responsible for guest delays or late check-outs.

• Regular hosts may request consolidated weekly invoicing (subject to approval).

• Standard Terms & Conditions apply to HostCare bookings.

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12. Tips

• Cleaners keep 100% of tips.

• Tips may be given directly to the cleaner.

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11. Privacy & Data

• FreshLet collects only the information required to manage bookings, process payments, and assign suitable cleaners.

• All data is handled securely and in line with our Privacy Policy.

• Client details are shared only with the assigned cleaner for the purpose of delivering the booked service.

• We do not sell or share personal data with third parties for marketing purposes.

 

Data Controller & Contact Details

FreshLet is operated by the platform founders:

Beilul Kahsai

Marie Moore

For all privacy, data protection, or general enquiries, please contact:

Email: hello@getfreshlet.co.uk