Article 1: Our Terms
1.1 What our terms cover.
Klean Keepers terms and conditions ("Terms") on which we provide you with access to the Klean Keepers application (“the App" which also applies to all the services that are provided in our website www.kleankeepers.co.uk. Any reference made to “the APP” is applicable to our website. The Terms are also those on which we provide you with the Booking of various Services available on the app and the website. (As defined in clause 3.1 below). You will be able to use the App to order our services and pay using secure encrypted portal provided by payment Gateway Stripe. The services are provided by third party listed service providers who have entered into our terms and conditions for the app.
1.2 Why you should read these Terms.
Please read the Terms carefully before you use the App. These Terms tell about our services we offer which are applicable to all the services we cover. How we will provide the App and the Services for you, how you may change or end your licence to use the App and the contract for booking all the Services we provide, what to do if there is a problem and other significant information.
1.3 Terms that may apply to you.
These Terms refer to the following additional terms, which may also apply to your use of the App and/or the Booking Services:
1.3.1 Our UK Consumer Privacy Policy, which sets out how we will use your personal data
1.3.2 Apple and Google app stores' rules and policies.
Article 2: Information about us and how to contact us
2.1 Who we are.
We are Klean Keepers Ltd, or "us" or "we") a company registered in England and Wales. Our company registration number is 08316570 and our registered office is at 25 Balham High Road, London, SW12 9AL. Our registered VAT number is 185558073.
2.2 How to contact us.
You can contact us by telephoning our customer service team at 0207 978 2004 or by writing to us at info@kleankeepers.co.uk
2.3 How we may contact you.
We may need to contact you for services you have ordered through the app so we may need to call you or write to you via our chosen communication method, which you provide to us when registering with Klean Keepers account.
2.4 "Writing" includes emails.
When we use the words "writing" or "written" in these terms, this includes emails, chat service and or SMS communication.
2.5 Un-announced visits
We may visit you while our service providers are working, this is only for quality assurance and to see that our service providers are doing the job to our standards.
2.6 Follow up
Our customer service agent might call you for a brief telephone call to see that everything is done the way it is supposed to be, and you are satisfied with the service provided.
Article 3: What Our Contract is with you.
3.1 We provide you with Booking Services.
Klean Keepers is the holder of all the services listed in our app. This allows us to allocate a service between a qualified service provider and the customer.” The service provider” who will either accept the job or reject it according to availability. A booking fee of £25 is charged if the customer does not cancel within 2 hours of booking the service. An option to reschedule the date and time may be provided through the app. Klean keepers Ltd act as an intermediary between you and the service providers. We do not provide any services ourselves. The services Klean Keepers provide to you through the App include:
3.1.1 Acceptance of your Booking;
You will receive a confirmation from the service provider accepting the job you placed on the app and you will be notified upon confirmation.
3.1.2 Allocating a service provider;
3.1.3 Providing you with confirmation of your service or services you booked and when it will be carried out plus details of your vendor;
3.1.4 Keeping a record of accepted Bookings and remotely monitor performance of Bookings;
3.1.5 receiving and managing comments, complaints, any feedback, Service ratings and associated communication submitted by you in relation to Bookings; and
3.1.6 Providing you with other customer services in relation to Bookings, including managing any queries sent by you.
3.2 We only provide services in the London area. We have the right to reject areas unsuitable for our service providers to work in. Our App does not accept Bookings outside of London.
3.3 You must be 18 years of age.
You must be 18 years of age or older to accept these Terms, use the App and place Bookings.
Article 4: Providing the booking services
4.1 You need to set-up the account and provide at least one valid payment method, such as a credit or debit card, in order to book a Service. Any expired cards will need to be updated on the app.
4.2 When you book one of our services through our website or the app, we either provide you with an estimated price or a free quote. You will be charged a booking fees of £25 for most of our services initially and this will be deducted from our fixed price.
4.3 Some complex jobs may require a site visit and we can only give you a quote upon completion of the site visit. Our expert will inform you about any changes that may be incurred from the estimated price and the reasons for these changes if any (this may be extra labour cost, cost of material, parking fees or congestion charges etc.) You will be charged a booking fee of £25 for the service that you require.
4.4 Article 5: Your rights to cancel
5.1 If, after placing a Booking, you decide to cancel that Booking within the first 2 hours of acceptance, then the £25 booking fee charged will be refunded.
5.2 If, after placing a Booking, you decide to cancel that Booking on or after 2 hours of acceptance of the Booking by us, you will not be refunded the booking Fee of £25.
5.3 We will show you the relevant booking Fee through the App before asking you to confirm whether you would like to proceed with the Booking.
Article 6: Our rights to cancel a booking
6.1 We may cancel a Booking made by you at any time we want.
6.1.1 We may cancel a Booking made by you at any time if:
a service provider has informed us that he/she wishes that Booking to be cancelled because of an incident or emergency, like illness or an accident, or a breakdown; or
6.1.2 A service provider has informed us that they have attended at the Address for half an hour or longer; or
6.1.3 No communication is possible by the service provider or by us with you to carry out the service/services booked through the app.
6.2 We will notify you when we decide to cancel any Booking through the App.
6.3 If you abuse our services providers or cause bodily harm you will be prosecuted to the maximum sentence of law you could face imprisonment or a large fine.
Article 7: Price and payment
7.1 Use of the App and the Booking Services is chargeable.
Access to and use of the App is free of charge through the app store or google play store.
7.2 Paying for all the Services that you avail through the app.
When you place a Booking you will have to pay for the Service. The final amount (Fixed Price) will be taken out of your account once the fixed price is accepted by you. We will facilitate the payment of these charges on behalf of the service provider you place your Booking with us. You will be notified if there is any changes from the estimate you received on the app and before any commencement of work you will need to accept the job so you can be charged the fixed price and the money will be deducted after you have accepted the changes.
7.3 Pricing - All charges are inclusive of VAT at the prevailing rate.
7.4 How we calculate Our Prices.
We calculate various prices according to the nature of the job and skill level for the Service required. According to:
7.4.1 The duration and complexity of the job.
7.4.2 The average UK rate of for that particular Service booked on the app.
We base these calculations on information provided by you when you enter the information through the App. Which will calculate the estimate. If you do not give us correct or incomplete information, the price will be altered by the service provider to show the correct price to you and you will need to accept it before any work commences. If you do not accept the job then you will only be charged the booking fees of £25
7.5 What happens if you want to postpone a job?
If for any reason you decide to change the date of the job, you can go back to the app and change the dates. This is only valid no later than 2 hours before the scheduled booking time.
7.6 What happens if you are not present at the address?
If you are not at the Address where the service provider is travelling to then you can notify them using the chat feature saying you are running late. The maximum time allowed is 30 mins thereafter an extra charge of £25 per half hour will be applicable as a waiting fee to the the final bill.
7.7 When will you be charged and how you pay.
We will charge you the final Price (fixed price) for the service provided upon acceptance of fixed price through the app or via email. An estimated price will be earmarked on your card, however it is not the final price till the service provider approves it as they may be discrepancies when you enter the information on the app. You can either accept the job or reject it. The booking fee charged in the beginning will not be refunded.
7.8 We can charge a late payment fee.
If a payment has failed due a card expired then we will charge you £10 per day for late payment until the the payment has been settled.
7.9 What to do if you think you have been incorrectly charged.
If you think you have been charged incorrectly, you would need to send your query to support@kleankeepers.co.uk. Please inform us as soon as you can.
7.10 Using the discount codes.
If you have a promotional code that is generated by us you can use it so you can benefit from the discount. All discount codes are subject to validity and terms and conditions used in conjunction with that particular discount code. Discount codes cannot be used if expired nor can be transferred to any other third parties. Discount codes may not be redeemed for cash. Discount codes can be discontinued without any prior notice by us.
Article 8: Damage or loss suffered by you
8.1 Any damage caused to the property is the sole responsibility of the service provider and any insurance claims is via the service provider. Our responsibility is to vet and insure the service provider has valid liability insurance, the right skills and credentials and is competent to carry out the job. We undergo the service providers a thorough screening and vetting process that ensures the service provider carries out a good job for you.
We are not responsible for any loss or damage that is not foreseeable. All safety procedures will be carried out by our service providers to ensure a safe environment.
8.2 We are not liable for any losses.
Any losses incurred due to extra time or for any other reason will not hold us liable nor the service provider. In events where you have a deadline to meet we would advise to book the service in advance to avoid such financial losses. We are not responsible for any financial loss, or interruption, or loss of any business opportunity.
Article 9: Your rights to end the service agreement
9.1 You can always end your service agreement with us.
You may end your licence to use the App and the contract for our Services at any time by permanently deleting the App installed on any of your devices. You may also disable your account and your data will be deleted which will no longer be stored on our server.
Article 10: Our rights ending the service agreement.
10.1 We may terminate the service agreement if you breach it.
We may end or suspend (at our sole discretion) your licence to use the App and the contract for Booking Services at any time by writing to you if:
10.1.1 you break these Terms in a serious way;
10.1.2 you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
10.1.3 You do not provide us with information that is necessary for us to open your Account or provide the Booking Services; or
10.1.4 You have not logged-in to your Account for 6 months or longer period.
10.2 If we end your licence to use the App and the contract for Booking Services
you must stop all activities authorised by these Terms, including your use of the App.
10.3 We may withdraw the App and/or the Booking Services.
We may write to you to let you know that we are going to stop providing the App and/or the Booking Services.
Article 11: If there is a problem
11.1 How to tell us about problems.
If you have any questions or complaints about the App or the Booking Services, please contact us. You can telephone our customer service Monday to Friday between 9 am and 7pm five days a week at 020 797 82004 or write to us at support@kleankeepers.co.uk.
11.2 Compensating you for problems.
If you raise a complaint about the App or the Booking Services, or if the service booked was not completed we would issue a full refund due to either the service provider not attending for a reason or there was a problem with the App or the Booking. We may, at our own discretion, provide you with compensation. Please note, however, that the contract is between you and the service provider with whom you place your Booking with, and not with us. We have no control over all the Services that is listed in the app or website and we have no responsibility or liability for providing any compensation to you on behalf of the service provider.
Article 12: How we may use your personal information
12.1 How we may use your personal information.
Under GDPR legislation, we are required to provide you with certain information about who we are, how we process your personal data and for what purposes, and your rights in relation to your personal data and how to exercise them. This information is provided in our UK Consumer Privacy Policy and can be found on http://www.kleankeepers.co.uk/klean-keepers-privacy/ it is important that you read the information.
12.2 Data may be collected from your device.
By using the Klean Keepers App you agree for us collating data from the devices you use which will help improve our services to you.
12.3 Location data.
The App will provide a GPS location data of the service provider once they are in transit to your property. This will inform you their estimated time of arrival (ETA).
12.4 Internet transmissions are not safe.
Although all transmissions are encrypted please be aware that internet transmissions are never completely private or secure and your account may be hijacked and misused. You must keep your password safe. Ensure you change your password every month otherwise the App may be used by an unauthorised person to booking Services. If it has been unlawfully used you must notify us immediately support@kleankeepers.co.uk
Article 13: Your use of the app
13.1 Your license for the App.
Once you have agreed to our terms your free license is issued to you. From time to time they may be updates which will be automated when you connect to through the App, and any other content we provide to you through the App as permitted in these Terms.
13.2 Apple Store's or the Google Play Store's terms also apply.
The ways in which you can use the App and the Booking Services may also be subject to the Apple Store's or the Google Play Store's rules and policies.
13.3 How you may use the App.
In return for your agreeing to comply with these Terms you may:
13.3.1 download or stream a copy of the App onto your device(s) and view, use and display the App and the Booking Services on such devices for your personal purposes only; and
13.3.2 Receive and use any free updates for the App.
13.4 You may not transfer the App to someone else.
You are not to allow the use of your app to any 3rd party including family member or spouse as it contains your data and card payment details. You would need to ask them to download and register as a new user. You must remove the app before you sell your devise.
13.5 Updates to the App and changes to the Booking Services.
From time to time, we may automatically update the App and change the Booking Services to improve performance, enhance functionality, reflect changes to the operating system or address security issues. Alternatively, we may ask you to update the App for these reasons. If you choose not to install such updates or if you opt out of automatic updates you may not be able to continue using the App.
13.6 If someone else owns the device you are using.
If you download or stream the App onto any device not owned by you, you must have the owner's permission to do so. You will be responsible for conforming with with our Terms, whether or not you own the device.
13.7 Licence restrictions.
You agree that you will:
13.8.1 Not rent, lease, sub-license, loan, provide, or otherwise make available, the App to any person;
13.8.2 Not copy the App, or our scope of the functionality. Full prosecution will be served if found you are copying our app for the purpose of your own financial benefit;
13.8.3 Not translate, merge, change or vary, alter or modify, the whole or any part of the App, nor permit the App to be part of another application software.
13.8.4 not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the App or the Booking Services nor attempt to do any such things, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are necessary to decompile the App to obtain the information necessary to create an independent programme that can be operated with the App or with another programme ("Permitted Objective"), and provided that the information is obtained by you during such activities:
13.8.4.1 is not disclosed or communicated without our prior written consent to any third party to whom it is not necessary to disclose or communicate it in order to achieve the Permitted Objective;
13.8.4.2 Is kept secure
13.9 Acceptable use restrictions.
You must:
13.9.1 Not use the App to book services by any illegal means, for any reason or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the App, or any operating system;
13.9.2 Not infringe our intellectual property rights or those of any third party in relation to your use of the App or the Booking Services;
13.9.3 Not transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the App or the Booking Services;
13.9.4 Not use the App or the Booking Services in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; and
13.9.5 Not collect or harvest any information or data from the App or the Booking Services or our systems or attempt to interpret any transmissions to or from the servers running the app.
13.10 Intellectual property rights.
All intellectual property rights in the App belongs to Klean Keepers Ltd. You have no intellectual property rights in, or to, the App or the Services other than the right to use them in accordance with our Terms.
13.11 Check that the App is suitable for you.
The App and the Booking Services have not been developed to meet your individual requirements. Please check that the facilities and functions of the App and the Booking Services meet your requirements before you place an order.
13.14 We may suspend or withdraw the App.
We do not guarantee that the App will be available at all times as some service providers may not wish to carry a job outside working hours and we will only advertise the jobs available within the times available.
13.15 Keeping your account details safe.
When choosing your id and password, you must keep it safe so no other user can access your account. If you suspect that your account has been scrutinised you must then report it to us at Support@kleankeepers.co.uk
13.16 Uploading content and rating us or providing us with a review.
Upon completion of a job you may rate us if you are happy with the work completed. Any content you upload to the App will be considered non-confidential and not copyrighted. You retain the ownership of your content, but grant us the right to use it fit when we promote our services in the future, and can be copied or distributed to third parties.
Article 14: Other important terms
14.1 We may need to change our terms if the law changes in London, United Kingdom.
14.4 No third party has the rights to this contract.
The licence for the App is between you and Klean Keepers. No other person shall have any rights to enforce any of its terms.
14.5 If a court finds part of this contract illegal, the rest will continue to be in force.
Each of the sections of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections remain in full force and effect.
14.6 The contract can be enforced even if we delay it, and contract can still be implemented later.
14.8 Which laws apply to this contract and where you may bring legal proceedings
Article 15: Refund Policy
15.1 We will only be able to refund you through the account you have made the payment should the circumstance arise.
These Terms are governed by English law and you can bring legal proceedings in respect of the App and the Booking Services in the English courts.
Terms and conditions- Service providers
We are Klean Keepers Ltd. Our registered company number is 08316570 and our registered office is at 25 Balham High Road, London, SW12 9AL. Where we refer to ourselves in this Agreement, this is also taken to include the Terms between the service provider and Klean Keepers Ltd.
Where we refer to you in this Agreement, this also includes any person that accesses or uses our Service on your behalf. The “Agreement” includes the terms set out here and on the App.
Our “App” which will book services that you can undertake and you have the option to accept it. You will need to agree to our pricing structure which based on the London average medium on the professional trade for the service you are providing. Klean Keepers will take a percentage cut depending on the nature of the job. See the breakdown
• All cleaning services 20 % from the total value
• Drainage 20% from the total value
• Building renovations : 10% under £5000 and 15% over £5001
• Landscaping, gardening, tree surgery : 15% from the total value
• Plumbing, handyman, electrical, carpentry : 15% from the total value
• Pest control 15% from the total value
• Waste disposal services will be 20% from the total value
• Removal services will be 20% from the total value
Vetting and Liability insurance
You will need to have at least two years’ experience in the skill you are in and hold a valid liability insurance. Any incident is your responsibility and you will need to put it right. You will need to upload your liability insurance every year once renewed otherwise you will not be registered as one of our service providers. A reminder will be sent to you before your liability insurance expires.
Service Providers App functionality
Once accepted by Klean Keepers Ltd as a service provider you will be able to log in and see the jobs that you carried out and the payment you received. You will be responsible for your own tax and vat. You will also be able to chat to the client once you have accepted the job so you can communicate for any reason for example running late or getting access to the property. No direct number may be visible for privacy reasons. You are not permitted to exchange the client contact details and any repeat orders will need to be done via the app, it is forbidden to carry out any private jobs obtained from the app and any service provider found to be working privately will be disqualified from using the app and getting any future business.
The “Services” we offer are available on the Website or Apps, any pages we operate on third party social media applications, and the content and services we make available through them via the internet, mobile devices including smart phones and tablets, and/or interactive television devices and services, together with the provision by us of associated information, products and services by e-mail, telephone, or mail.
Any person using our App to gain business to promote their own company services to trade their own services directly and not going through the app will be exempt and dismissed from being a service provider. ________________________________________
Service Content
The vast majority of the work provided will materialise from the customer inputting correct information which is why the app has an estimated price according the information they enter. Upon your arrival as a service provider you will need to assess if the estimate is correct and if it needs to be adjusted for any parking or additional work then this can be modified by you and the customer has to accept it before you start the job. If the job is rejected you customer will be charged a booking fee and you will be compensated £20 for your time. We encourage that you find out why they have rejected and negotiate according to our pricing structure. You need the work and we need your business so be diplomatic. You are welcome to call Klean keepers if you need any help or advise on 0207 978 2004 to solve any issues.
We have no control of what the customer is inputting so you must learn our pricing policy so you know that they are charged correctly and accurately.
We cannot accept responsibility for errors, omissions, or inaccurate material available through the Service, and make no warranty that the Service will be continuous or error free, or that any faults will be corrected.
Whilst we ensure we take care to avoid misapplication of our app and website we cannot guarantee that the Service will be free of viruses or other malicious code and accept no liability for loss or damage caused from the transmission of such code through no fault of our own. We recommend that you always use up-to-date firewalls and anti-virus software to protect your devices and regularly back up your data.
Reviews and ratings provided on the app is purely done by our customers and we have no influence what so ever so ensure you do a good job so your rating is high which is valuable for customer feedback and would mean more business for you, and we will not be liable for any loss or damage arising out of or in connection with access or use of the Service (except to the extent that such liability cannot be excluded by law).
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The Contract for the Services provided
The service provider is in contract with Klean Keepers Ltd and the customer you as the service provider will provide the service booked and Klean Keepers Ltd have no responsibility directly to fulfil the job we are intermediary and any issues should be handled by you. You may invite customers to download the app to use but It is your responsibility to select a suitable Trade for your business that you can provide.
We will not guarantee performance or any negligence raised by your work, you will need to re-attend to ensure the job is completed according the scope of work.
All materials and equipment will be provided by the service provider and Klean Keepers will not be liable for any additional costs which will need to be addressed to the customer like parking, congestion charge and ULEZ (Ultra low emission charge zone) charge if any will be passed on to the customer.
We will not be a party to any contract made between you and any Trade Business and therefore we shall not be liable for any loss or damage that results from any dealings between you and the customer including but not limited to any direct, indirect or consequential or inconsequential loss of any kind.
Quality Assurance Program
Un-announced Visits
We will be regularly making un-announced visits while you are working on site for a job you have received through the klean keepers app. This is to ensure the quality of workman ship and to see to that you are doing the job in accordance with the requirements. By agreeing to the terms you agree for us to make un announced visits.
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