Terms of use

About these terms

These terms apply to everyone using the Propertyness website and apps, operated by [Company legal name], [Registered office address]. Each booking also shows which service terms apply to it and who is responsible for resolving problems.

Two kinds of booking

• Managed by Propertyness: you contract with [Company legal name]. We set the price and standard, assign an approved provider and are responsible for putting things right (re-cleans, refunds, replacement cover).
• Marketplace: you contract directly with the provider you choose, at their listed price. Propertyness provides the booking platform and collects payment on the provider’s behalf; if a problem isn’t resolved with the provider within 2 working days, our support team steps in.
• Assessment-based work is only booked once you approve a written quotation. Larger quotations may need a deposit, shown in the quotation.

Prices and payment

You see the full price before you confirm. Card bookings are authorised when you book and charged after the work is completed; recurring visits are charged after each visit with the consent you give at setup. Extra time or work is only charged if you approve it in the app. Business accounts may pay by invoice on agreed terms. Propertyness does not hold payments in escrow.

Cancellations

• Free to cancel or reschedule up to 48 hours before your arrival window.
• 50% of the price if you cancel less than 48 hours before.
• 100% of the price if you cancel less than 24 hours before.
• If the provider attends but can’t get in, a 50% no-access charge may apply.
• Each recurring visit can be moved or skipped on its own.

Nothing in these terms affects your statutory rights, including under the Consumer Rights Act 2015.

Problems, complaints and damage

Report a problem from the booking within 48 hours of completion. Depending on the booking type, Propertyness or the provider will arrange a re-clean, refund or other remedy. Damage reports are investigated with the provider and their insurer.

Providers

Cleaners and cleaning businesses must keep their identity, insurance and capability information accurate and current, may only accept work they are verified for, and must follow the access, photo and safety rules shown in the app. There are no joining or lead fees; the commission on marketplace jobs is shown before each job is accepted.

Acceptable use

Don’t misuse the service, harass other users, share access codes, take payment outside the platform for bookings made through it, or post false reviews. We may suspend accounts that break these rules.

Liability

We are responsible for loss caused by our failure to use reasonable care and skill. We are not liable for losses that were not foreseeable, or for business losses of consumers. Nothing limits liability that cannot be limited by law.

Contact

help@propertyness.example · 020 0000 0000