Client Terms & Conditions
FreshLet Client Terms and Conditions
Effective July 2025
FreshLet is a smart local platform that connects clients with vetted, self-employed cleaners. We’re not a cleaning agency - we simply match you with trusted local professionals for flexible, hassle-free cleaning.
By using our platform and booking a cleaning service, you agree to the following terms:
1. Booking
• All bookings are made directly through FreshLet.
• By submitting a booking request, you agree to the Client Terms & Conditions. Payment will be requested once a suitable cleaner has been matched. Your booking will only be confirmed once payment has been received.
• You will receive confirmation of your booking by email or WhatsApp.
• Cleaners are assigned based on availability and location.
• Services are available as weekly, fortnightly, or one-off bookings (depending on the clean type).
• Minimum booking times apply: 2 hours for Eco/Standard/HostCare, 1 hour fixed for Mini Refresh, 3 hours
minimum for Deep/End-of-Tenancy.
• Frequency of cleans must be agreed at the time of booking. Any changes (e.g. moving from fortnightly
to weekly) must be requested in advance and are subject to cleaner availability
For estate agents and Airbnb/short-let hosts, flexible ongoing arrangements are also available to support multiple properties or regular turnover cleansFor estate agents and Airbnb/short-let hosts, flexible ongoing arrangements are available to support multiple properties and regular turnover cleans.
2. Job Duration and Cleaner Allocation
All bookings are charged by the total hours booked.
• FreshLet may assign one or more cleaners to complete your booking.
• The number of cleaners does not affect the total price — you will only be charged for the total hours booked.
• Example: a 6-hour booking may be completed by one cleaner over 6 hours, or two cleaners working 3 hours each. The total charge remains the same
3. Payments
• All payments are made securely to FreshLet before the clean takes place.
• Payment instructions will be sent to your email (hello@getfreshlet.co.uk)/WhatsApp number.
• Once the clean is completed, we release payment to the cleaner.
• Add-on services are charged at your usual hourly rate and billed in full 1-hour increments to ensure enough time for quality results.
4. Cancellations
To ensure fairness for our self-employed cleaners, FreshLet requires payment once a cleaner is confirmed.
• Free cancellation or reschedule: up to 24 hours before the booking. A full refund (or credit towards your next booking) will be issued.
• Cancellations within 24 hours: 50% fee will be deducted, with the balance refunded (or credited).
• If the cleaner has already arrived / job is in progress: 100% fee applies (no refund).
This policy protects our local cleaners from last-minute cancellations that leave them without income.
5. Responsibilities
• Cleaners are self-employed and responsible for their own work, conduct, and insurance.
• FreshLet does not supervise cleans or accept liability for damage or loss.
• Clients may request to see the cleaner’s insurance upon booking.
FreshLet collects and stores your contact details and full property address for the purpose of managing bookings and matching you with vetted cleaners. This information is handled in line with our Privacy Policy and is only shared with your assigned cleaner when required for the booking.
6. Satisfaction
• If you’re not satisfied with a clean, you must notify us within 12 hours of the clean taking place.
• Cleaners are self-employed and responsible for the quality of their work. FreshLet does not guarantee outcomes, but we will always do our best to assist by mediating between you and your cleaner.
• In most cases this means arranging a suitable follow-up directly with the cleaner, such as a re-clean or correction. Any decision on refunds or re-cleans is at the discretion of the cleaner.
• FreshLet is not responsible for covering the cost of re-cleans or refunds, unless agreed in writing.
7. Liability
• Cleaners are required to carry valid public liability insurance.
• FreshLet is not liable for missed appointments, or personal loss.
• FreshLet cannot be held responsible for any losses resulting from theft, damage, or accidents during cleans. Cleaners are independent professionals responsible for their own conduct.
• Clients are responsible for storing valuables securely during cleans.
8. Communication
• You may communicate directly with your assigned cleaner for entry/exit and preferences.
• We recommend keeping messages professional and clear.