Platform Terms and Conditions

Effective date: 26 August 2026

Scope: These Terms govern use of the LetGo Clean Co. website, booking platform, customer and provider accounts, booking communications, payment administration and related services.

How these Terms are organised

• Part A - All Users. Applies to everyone using the Platform.
• Part B - Cleaning Providers. Additional business-to-business terms for independent Providers.
• Part C - Customers. Additional terms for people and organisations booking cleaning services.

Mandatory legal rights take priority over any inconsistent wording in these Terms.

Marketplace and contracting structure

LetGo provides the Platform used to request, price, match, communicate about and administer cleaning bookings. The independent Cleaning Provider assigned to a Booking supplies the cleaning service.

A Platform Contract is formed between LetGo and each User who accepts these Terms. A separate Cleaning Contract is formed between the Customer and the assigned Provider when the Provider accepts the Booking, any required payment authorisation succeeds and LetGo confirms the assignment and Service Specification.

The Customer pays the Customer Price shown through the Platform. The Provider accepts the Provider Payout shown for the Booking and authorises LetGo to arrange the Booking, collect the Customer Price, receive cancellation notices and administer the Provider Payout on the Provider’s behalf. Payment successfully received through the Platform is treated as payment for the Booking.

Part A - All Users

1. Definitions

2. Eligibility, accounts and security

• You must be at least 18 and legally able to enter the relevant contract.
• If you act for an organisation, you confirm that you have authority to bind it.
• Information provided during registration, booking, onboarding and use must be accurate and kept up to date.
• You are responsible for protecting your login details and must report suspected unauthorised access promptly.
• LetGo may request proportionate identity, business, insurance or payment checks where reasonably required for safety, security, fraud prevention or legal compliance.

3. Acceptable use and User content

• Use the Platform only for lawful bookings, provider onboarding, job management, payments and related communication.
• Do not harass, threaten, discriminate against, impersonate or endanger another person.
• Do not submit false bookings, reviews, documents, property information or misleading content.
• Do not bypass security, introduce harmful code, scrape the Platform, misuse another person’s data or interfere with operation of the Platform.
• Any review, message, instruction or evidence you provide must be lawful, relevant and information you are entitled to share.

You retain ownership of content you provide and give LetGo a limited licence to use it only as reasonably necessary to operate the Platform, perform Bookings, resolve disputes, protect Users, comply with law and, where separately agreed, promote the service.

4. Quotes, Bookings and contract formation

1. The Customer selects the service, property details, condition, extras, date, time and other requested information and sees the Customer Price before booking.
2. Where the request falls outside the approved fixed-price matrix, the Platform may direct the Customer to a tailored-quote enquiry. An enquiry is not a confirmed Booking and no payment is taken until a price and Booking are separately agreed.
3. The Platform offers the Booking to eligible Providers. Before acceptance, the Provider normally receives the service type, approximate area, date, time, expected labour requirement and Provider Payout, but not the full address.
4. A Cleaning Contract is formed only when a Provider accepts, any required payment authorisation succeeds and LetGo issues confirmation identifying the assigned Provider and Service Specification.
5. If no Provider accepts or payment authorisation fails, LetGo may continue matching, request updated information or cancel the Booking without charging for an unprovided cleaning service.

Each visit in a recurring arrangement is a separate Booking. Cancelling one visit does not end the arrangement unless stated otherwise.

5. Customer Prices, Provider Payouts and changes

Customer Prices are generated from LetGo’s approved pricing rules using the information supplied by the Customer. Provider Payouts are calculated separately and shown to the Provider before acceptance. Provider earnings are not calculated by applying a fixed commission percentage to the Customer Price.

• The displayed Customer Price includes the selected service and extras. Any separately chargeable parking, congestion, unusual access cost or exceptional material must be disclosed and agreed before it is charged.
• The instant price assumes that the property and work reasonably match the selections made. Exceptional or materially different work may require a tailored quote or revised agreement.
• If an obvious pricing or data error is found before performance, LetGo may offer the corrected price. The Customer may accept it or cancel without charge.
• A Provider must not perform unapproved additional work. Any revised scope or price requires the Customer’s agreement or another lawful basis.

6. Payment authorisation, capture and payout

Payments are processed by an authorised payment service. LetGo does not ordinarily receive or store full card numbers or card security codes.

1. The Customer may be asked to save a payment method at booking. Saving a payment method is not the same as completing the final charge.
2. For same-day or next-day Bookings, authorisation may be sought promptly. For later Bookings, authorisation is normally sought about 48 hours before the scheduled start, subject to operational and payment-network requirements.
3. An authorisation may reserve funds or reduce the Customer’s available balance before final capture.
4. Subject to an active complaint, cancellation, refund or legal right, payment is normally captured after the Provider marks the Booking complete and the 24-hour operational complaint window has passed.
5. If authorisation or capture fails, LetGo may request another payment method, pause or cancel the Booking and delay Provider payout until cleared funds are received.

7. Cancellation, rescheduling and no access

The Cancellation, Rescheduling and Refund Policy at /legal/cancellation forms part of these Terms. Subject to mandatory rights:

• Cancellation or rescheduling at least 24 hours before the scheduled start is free.
• If a Provider has already accepted or been assigned, cancellation or rescheduling less than 24 hours before the scheduled start normally incurs a charge of 50% of the Customer Price. If no Provider has accepted or been assigned, no late-cancellation charge applies.
• If a Provider attends and safe access remains unavailable after contact attempts and a 20-minute wait because of a Customer-side issue, the Booking may be treated as a Customer No-Show. A no-access charge, shown before confirmation and capped at the Customer Price, may apply.
• No cancellation or no-access charge applies where the failure is caused by LetGo, the Provider, a Platform fault or another matter for which the Customer is not responsible.
• If the Provider cancels, LetGo will try to rematch. If a suitable replacement cannot be provided, any authorisation will be released and any captured payment for the unprovided service will be refunded.

LetGo may waive or reduce a charge where the circumstances, actual loss or mandatory law make that appropriate.

8. Completion, complaints and remedies

Customers should report an apparent quality issue as soon as possible and preferably within 24 hours after completion. This operational window helps preserve evidence and may pause payment capture or Provider payout. It does not remove statutory rights to complain later.

1. The Customer should identify the affected area and provide reasonable evidence where available.
2. LetGo may ask the Provider for a response or relevant completion evidence.
3. Where a consumer service was not performed with reasonable care and skill, available remedies may include repeat performance, an appropriate price reduction, refund, insurer referral or another fair outcome.
4. LetGo may hold, reduce or reverse Provider Payout where reasonably necessary to implement an agreed or lawful outcome after giving the Provider a reasonable opportunity to respond, except in an urgent fraud or safety case.
5. LetGo aims to provide an initial operational response within 48 hours. Complex damage, insurance or evidence disputes may take longer.

9. Communications, privacy and cookies

Operational messages may be sent by email, SMS, Account notification or another contact method selected by the User. Booking, payment, reminder, complaint and security messages are service communications, not marketing.

LetGo handles personal data and necessary browser technologies as explained in the Privacy and Cookie Notice at /legal/privacy. Providers must use Customer data only for the accepted Booking and comply with data protection law.

10. Platform availability, restriction and termination

LetGo will use reasonable care and skill in providing the Platform but does not promise uninterrupted availability. LetGo may restrict, suspend or terminate an Account where reasonably necessary for safety, fraud, unlawful conduct, serious or repeated breach, payment risk, expired verification or insurance, abusive behaviour, Platform security or legal compliance. LetGo will act proportionately and provide reasons and review rights where required by law.

A User may request Account closure. LetGo may retain records where lawfully required for tax, legal claims, fraud prevention, safeguarding or dispute resolution.

11. Liability

Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, any duty that cannot lawfully be excluded, or any mandatory consumer right.

• The Provider is responsible under the Cleaning Contract for the cleaning, its personnel and loss or damage it causes.
• LetGo is responsible for its own Platform and payment-administration services to the extent required by law.
• LetGo is not liable for indirect or unforeseeable loss or loss caused by materially inaccurate User information. For a business User only, LetGo’s aggregate liability arising from the Platform in any 12-month period is limited to the greater of £1,000 and the total amount paid to or retained by LetGo in relation to that User during that period, except where a limit would be unlawful or unreasonable.
• Each User must take reasonable steps to reduce avoidable loss and report relevant incidents promptly.

12. Intellectual property and general terms

LetGo owns or licenses the Platform software, design, brand, original content and related intellectual property. Users receive a limited right to use the Platform for its intended purpose and must not copy, reverse engineer, resell or exploit it except as permitted by law or with written consent.

• These Terms and documents expressly incorporated into them form the agreement about the Platform, without excluding binding pre-contract information or mandatory rights.
• If a provision is invalid, the remaining provisions continue to apply. Delay in enforcement is not a waiver.
• LetGo may transfer these Terms as part of a genuine business transfer if this does not reduce a Consumer’s rights.
• The Contracts (Rights of Third Parties) Act 1999 does not give another person a right to enforce these Terms unless expressly stated.
• The laws of England and Wales apply. A Consumer may also have the right to bring proceedings in the part of the UK where they live.

Part B - Cleaning Providers

1. Eligibility and independent business status

• You must operate a genuine independent cleaning business and be legally permitted to provide the services you offer.
• You must provide accurate identity, contact, business, service-area, availability, payout, insurance and any legally required tax-reporting information.
• You must maintain valid public liability insurance meeting LetGo’s current onboarding requirements and provide evidence when requested.
• You are not promised work, do not have to accept any offer, may work elsewhere, decide how to organise accepted work, provide ordinary tools and materials unless stated otherwise, and remain responsible for your own tax, insurance, expenses and personnel.
• Legal status depends on the real relationship, not only these Terms. Nothing removes any employment or worker right that applies by law.

2. Teams, substitutes and performance

A registered Provider may use a suitably skilled team member or substitute where that person is lawfully engaged, appropriately insured and has completed any verification required before receiving Customer data. The registered Provider remains responsible for the team, pay, tax, safety, conduct and quality.

• Accept only work you can perform safely, lawfully, punctually and with reasonable care and skill.
• Follow the Service Specification and reasonable property-specific instructions while retaining control of the professional method and organisation of the work.
• Report material scope, access, safety, damage or condition issues before carrying out unapproved extra work where reasonably possible.
• Do not falsely mark travel, arrival, start or completion stages.

3. Matching, ranking and data access

The Platform first checks eligibility, including approval status, current insurance, service capability, area and availability. Matching may then consider relevant experience, quality, reliability, punctuality, practical travel fit and fair rotation. Exact algorithms and weightings are confidential and may vary by service, but Providers cannot buy a higher ranking.

A Provider may ask for an explanation and meaningful human review of a materially adverse ranking, restriction or suspension outcome. Providers may access their own profile, offers, accepted Bookings, information made available about performance and payout history, but not unassigned Customer details or another Provider’s confidential information.

4. Provider Payout, tax and reporting

Each offer displays the Provider Payout. By accepting, you agree that it is the complete fee for the Booking unless a change is approved. It may reflect service type, labour allowance, Provider tier, travel or equipment allowance, extras and approved expenses.

• You authorise LetGo to set the Customer Price under the Platform pricing rules, collect payment and administer settlement of the Provider Payout.
• LetGo may retain its platform amount and properly applicable refunds, chargebacks, payment costs or agreed adjustments. You are not entitled to LetGo’s internal margin information unless disclosure is required by law.
• Completed, undisputed jobs are normally included in the weekly payout cycle and paid within seven calendar days after the relevant Customer payment has been successfully captured and confirmed by the payment processor.
• LetGo may delay or adjust payout where payment fails, a refund or chargeback is pending, the Booking was not completed, evidence is reasonably required or a genuine dispute is under review.
• You remain responsible for tax, invoices, records and payments to your own team.
• Where digital-platform reporting rules apply, you must provide accurate information requested for due diligence and reporting. LetGo will give you a copy of information reported about you where required by law.

5. Provider cancellations, no access and reliability

If you cannot attend an accepted Booking, notify LetGo immediately, explain the reason and cooperate with rematching. Rejecting an offer before acceptance is not a breach and does not create an obligation to work.

• Three substantiated avoidable late cancellations within a rolling 30-day period may trigger an automatic 48-hour pause and human review.
• Five substantiated avoidable late cancellations within a rolling 90-day period may trigger a suspension review. The fifth incident does not create automatic permanent suspension.
• Customer cancellation, Customer no-show, genuine emergencies and circumstances outside the Provider’s control do not automatically count. Several Bookings affected by the same genuine illness or emergency may be treated as one incident.
• Fraud, deliberate no-show, serious safety risk, dishonesty, data misuse or loss of required insurance may justify immediate restriction and review.
• Where a Customer No-Show is confirmed after the required contact attempts and 20-minute wait, the Provider is entitled to the full Provider Payout, subject to verification that the Provider attended and was not responsible for the access failure.
• Where a Customer cancels late, any Provider cancellation compensation will be determined under the Platform’s applicable payout rules and shown or confirmed to the Provider.

6. Quality, damage and insurance

You must cooperate with a reasonable complaint or damage investigation. Where your service did not meet the Cleaning Contract, you may be required to repeat affected work without additional Provider Payout, accept an appropriate payout reduction or address a claim through your insurance, subject to evidence and applicable law. LetGo will give you a reasonable opportunity to respond except in an urgent fraud or safety case.

7. Customer data and non-circumvention

Use Customer data only for the accepted Booking, keep it confidential, do not retain it longer than necessary and do not use it for unrelated marketing without a lawful basis and valid permission.

For 12 months after the most recent Booking through which LetGo introduced you to a Customer, you must not deliberately solicit or accept direct cleaning work from that Customer outside the Platform for the purpose of avoiding LetGo. This does not restrict general advertising, work for a person you can show was already your customer, or contact needed to perform a Booking or exercise legal rights.

8. Provider complaints, changes and termination

A Provider may complain about ranking, restriction, payment, technical or contractual issues through info@letgocleaning.co.uk. LetGo will handle complaints free of charge, proportionately and transparently.

Where the law requires, LetGo will give advance notice of material Provider-term changes and reasons for restriction or termination, subject to permitted exceptions for law, security, fraud, safety or serious breach.

Part C - Customers

1. Accurate information, access and safety

• Provide accurate property, service, condition, access, parking, pet, hazard and contact information.
• Provide safe and timely access, working water and electricity where reasonably required, and accurate key, alarm and access instructions.
• Secure pets, dangerous items, medicines, cash, jewellery, fragile valuables and confidential documents.
• Tell LetGo in advance about known hazards, infestations, biohazards, aggressive animals, unsafe conditions or specialist materials.
• The Provider may refuse unsafe or materially different work. The cancellation or no-access rules may apply where the problem results from information or access you should reasonably have provided.

2. Provider identity, payment and cancellation rights

When assignment is confirmed, the Customer will receive the Provider’s legal or trading identity and the contact or service information required by law. The Provider is responsible for the cleaning; LetGo remains responsible for its own Platform and payment-administration obligations.

The Customer authorises the payment service and LetGo to save the selected payment method, seek authorisation and capture payment in accordance with Part A. The Customer Price shown before confirmation is the total Booking price unless a change is agreed.

Consumers who book online generally have 14 days from formation of the Cleaning Contract to cancel, subject to legal exceptions. If the service starts within that period, the Consumer must expressly request early performance and acknowledge the effect on the right. A proportionate amount may be payable for work supplied before cancellation, and the right may end once the service is fully performed following that request and acknowledgement.

3. Complaints, reviews and communication

The Provider must perform with reasonable care and skill. Report an issue promptly and preferably within 24 hours so evidence and payment can be managed. Depending on the circumstances, a remedy may include repeat performance, price reduction, refund, insurer referral or another fair outcome. These Terms do not reduce mandatory consumer rights.

Reviews must concern a genuine Booking and be honest and lawful. LetGo may identify verified-booking reviews, request evidence and moderate unlawful or misleading content. A remedy is not conditional on leaving a positive review.

Use Platform communication methods where available and use Provider contact information only for the confirmed Booking.