Terms of Service

1. Agreement to Terms

By accessing or using the Rena platform ("Platform"), operated by Rena Cleaning Network ("Rena", "we", "our", or "us"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not use the Platform. These Terms apply to all users, including customers and cleaning service providers ("Cleaners").

2. Description of Service

Rena is an online marketplace that connects customers with independent cleaning professionals. Rena is not a cleaning company and does not provide cleaning services directly. Cleaners on the Platform are independent service providers, not employees of Rena. Rena facilitates the connection between customers and cleaners, processes payments, and provides tools for booking management.

3. Account Registration

To use certain features of the Platform, you must create an account. You agree to:

• Provide accurate, current, and complete information
• Maintain and update your information to keep it accurate
• Keep your password secure and confidential
• Accept responsibility for all activity under your account
• Notify us immediately of any unauthorised use of your account

You must be at least 18 years old to create an account. We reserve the right to suspend or terminate accounts that violate these Terms.

4. Bookings and Services

4.1 For Customers

• Bookings are requests for cleaning services and are subject to cleaner acceptance and availability.
• You agree to provide accurate information about your property, including size, condition, and any access requirements.
• You must ensure the cleaner has safe access to the property at the agreed time.
• You agree to treat cleaners with respect and provide a safe working environment.

4.2 For Cleaners

• You represent that you are an independent contractor and not an employee of Rena.
• You agree to maintain valid public liability insurance at all times while offering services through the Platform.
• You agree to arrive on time and perform services to a professional standard.
• You are responsible for your own tax obligations, including self-assessment and National Insurance contributions.
• You agree to complete our verification process, including identity checks and background screening.

4.3 Right to Substitution

You may arrange for another individual to perform the Services on your behalf without our prior approval, provided that:

1. The substitute has the legal right to work in the United Kingdom;
2. The substitute's identity has been verified prior to attending the Customer's premises; and
3. The substitute holds valid public liability insurance.

You remain responsible for ensuring these conditions are met and for the substitute's conduct during performance of the Services.

5. Pricing and Payment

• Cleaners set their own rates which are listed on the platform. A 6% service fee is added at checkout to cover customer support, payment protection, and platform maintenance.
• All prices are displayed in British Pounds (GBP). The service fee is shown separately at checkout before you confirm.
• Payments are processed securely through our payment provider (Stripe).
• For first bookings with a new cleaner, payments may be held in escrow until the service is completed.
• Rena reserves the right to modify the service fee with 30 days prior notice.

Cleaners are free to set their own rates for all services including End of Tenancy and Airbnb cleaning. Rena publishes suggested rate guidance only. Cleaners are under no obligation to follow suggested rates and may charge above or below the suggested range at their sole discretion. Rena does not mandate, fix or control the prices charged by cleaners for any service.

6. Cancellation and Refunds

Cancellations are subject to the following policy:

• 48+ hours notice: Full refund to the customer.
• 24-48 hours notice: 50% refund to the customer. The remaining 50% is paid to the cleaner as compensation.
• Less than 24 hours notice: No refund. The full amount is paid to the cleaner.
• Cleaner cancellation: If the cleaner cancels, the customer receives a full refund regardless of notice period.

Refunds for quality issues are handled through our satisfaction guarantee and dispute resolution process.

7. Reviews and Ratings

After a completed booking, customers may leave a review and rating for the cleaner. Reviews must be honest, accurate, and based on the actual service received. We reserve the right to remove reviews that contain abusive language, discriminatory content, irrelevant information, or that we reasonably believe to be fraudulent. Cleaners may respond to reviews publicly through the Platform.

8. Disputes

If a dispute arises between a customer and a cleaner, either party may raise a dispute through the Platform. Rena will review the dispute and aim to reach a resolution within 48 hours. Rena's decision in dispute resolution is final and binding. Disputes must be raised within 7 days of the booking date.

9. Prohibited Conduct

You agree not to:

• Use the Platform for any unlawful purpose
• Circumvent the Platform to arrange or pay for services directly, thereby avoiding platform fees
• Create fake accounts or post fraudulent reviews
• Harass, abuse, or discriminate against other users
• Upload malicious content, viruses, or attempt to compromise Platform security
• Scrape, crawl, or use automated systems to extract data from the Platform
• Impersonate another person or misrepresent your identity or qualifications

10. Intellectual Property

The Platform, including its design, logos, text, graphics, and software, is owned by Rena and protected by copyright, trademark, and other intellectual property laws. You may not copy, modify, distribute, or create derivative works from any part of the Platform without our prior written consent.

11. Limitation of Liability

To the fullest extent permitted by law, Rena shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform. Rena is a marketplace and is not responsible for the quality of cleaning services provided by independent cleaners, although we strive to maintain high standards through our vetting and review systems. Our total liability to you for any claim arising from these Terms shall not exceed the amount you have paid to Rena in the 12 months preceding the claim.

12. Indemnification

You agree to indemnify, defend, and hold harmless Rena, its officers, directors, employees, and agents from any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising from your use of the Platform, your violation of these Terms, or your violation of any rights of another party.

13. Termination

We may suspend or terminate your access to the Platform at any time for any reason, including violation of these Terms. You may delete your account at any time through your account settings. Upon termination, outstanding bookings will be handled according to the cancellation policy, and any pending payments will be processed according to their terms.

14. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated via email or through a prominent notice on the Platform at least 30 days before they take effect. Your continued use of the Platform after changes take effect constitutes acceptance of the updated Terms.