- 1
Offers
Review the service, postcode, urgency, customer notes, your snapshotted rates and commission before accepting. Declining or ignoring an offer has no charge. Do not accept when unavailable, unqualified or unable to attend safely.
- 2
Attendance
Use the job controls to record journey start, arrival, diagnosis, work, pauses and completion. Contact the customer through the platform when delayed. Never mark a status early to improve performance figures.
- 3
Safety
Make the site safe, follow applicable cleaner and health-and-safety requirements, and stop work where conditions are unsafe or outside your competence. Emergency attendance does not justify unsafe work.
- 4
Diagnosis and consent
Explain the fault and the proposed remedy in plain language. A call-out may proceed at the accepted rate, but additional work or materials require an itemised quote and customer approval before work begins.
- 5
Pricing
Charge only the accepted call-out, recorded time, approved quote, authorised materials and applicable VAT. Do not add undisclosed fees or change rates after accepting a job.
- 6
Materials
Record description, quantity, cost and customer price. Retain receipts where commission exclusion or a customer dispute depends on verified material cost. Material markup remains commissionable.
- 7
Evidence and certification
Upload proportionate before-and-after evidence, receipts and required certificates to the job. Evidence must be genuine, relevant and must not expose unrelated customer information.
- 8
Communication
Be professional, factual and respectful. Keep job-specific messages on GetCleaner.uk so both parties have a reliable record. Do not pressure customers to pay or communicate off-platform.
- 9
Completion and payment
Mark work complete only when the agreed scope is finished, the site is safe and required records are ready. New GetCleaner.uk requests require no upfront payment or saved card. The customer pays the agreed invoice securely through Stripe after completion; no platform cancellation or no-show fee is charged.
- 10
Cancellations and no access
Record failed access or cancellation promptly and provide supporting notes. Do not claim travel, labour or materials that were not incurred. Support decides disputed cancellation treatment using the recorded timeline.
- 11
Incidents and complaints
Immediately report electric shock, fire, significant property damage, safeguarding concerns, threats, data loss or suspected fraud. Preserve relevant evidence and cooperate with a proportionate investigation.
- 12
Prohibited conduct
No fabricated reviews, false documents, account sharing, discrimination, harassment, lead resale, fee avoidance, customer solicitation unrelated to the job, or manipulation of job and payment records.
Serious or repeated breaches may lead to restricted offers or account suspension under the contractor agreement.