Terms of Service

Effective Date: 1 September 2026
Last Updated: 1 September 2026

These Terms of Service apply when you use SofaCleaner.org, contact SofaCleaner about a cleaning job, request a quote or confirm a booking as a private customer.

SofaCleaner is operated and trading as SofaCleaner, of 85 Great Portland Street, London W1W 7LT, United Kingdom.

In these Terms, “SofaCleaner”, “we”, “us” and “our” mean the operator identified above. “You” means the customer. “Cleaner” means the independent cleaning professional or cleaning business identified in your booking confirmation.

These Terms are for customers. Cleaners use SofaCleaner under separate independent cleaner terms.

1. How SofaCleaner works

SofaCleaner is a WhatsApp-first matching, booking and payment service for sofa and upholstery cleaning.

We help customers:

• submit information about the furniture and cleaning required;
• find an available Cleaner whose stated services and working area appear suitable;
• obtain and review a quote;
• coordinate the booking conversation;
• pay the agreed price through the SofaCleaner payment process; and
• raise booking or service concerns where support is needed.

SofaCleaner does not normally perform the cleaning itself. The cleaning is supplied by the independent Cleaner named in your booking confirmation. Unless we expressly tell you otherwise in writing, the contract for the cleaning service is between you and that Cleaner. SofaCleaner provides the matching, booking, payment and support services described in these Terms.

The Cleaner is responsible for assessing the job, setting the quote, confirming availability, selecting an appropriate cleaning method and performing the agreed service with reasonable care and skill.

2. Using the service

You must be at least 18 years old and legally capable of entering into a contract. You must be entitled to authorise cleaning at the property and of the furniture included in the request.

Sending an enquiry, opening WhatsApp or requesting a quote is free and does not create a booking. You may review the proposed Cleaner, scope, price and availability before deciding whether to proceed.

By accepting a final quote and completing any payment required to confirm the booking, you agree to these Terms.

3. Enquiries, quotes and booking confirmation

3.1 Information about the job

You should provide complete and accurate information, including where relevant:

• your postcode and service address;
• the type, size and number of items;
• the fabric or material, if known;
• stains, odours, damage and the general condition;
• products or cleaning methods previously used on the furniture;
• photographs requested to help assess the job;
• parking, stairs, lifts and other access information; and
• your preferred date and timing.

Photographs and descriptions help the Cleaner quote, but they may not reveal every material, stain or condition.

3.2 The quote

The Cleaner sets the total job price. Before you confirm, you should receive a booking summary identifying the Cleaner and setting out:

• the furniture and treatment included;
• the appointment date or agreed time window;
• the total price payable;
• any known travel, parking or other mandatory charge;
• any optional treatment or extra; and
• the applicable cancellation information.

Prices displayed elsewhere on the website are guide prices only. Your final quote is based on the information available for your particular job.

The final quote must include VAT where applicable and all mandatory charges that can reasonably be calculated before booking. Optional extras must be shown separately and will not be added unless you agree to them.

3.3 When a booking is confirmed

Unless your booking summary expressly states otherwise, a booking is confirmed only when:

1. you accept the final scope, price, Cleaner and appointment details;
2. the Cleaner confirms availability;
3. any payment required at booking is successfully processed; and
4. you receive confirmation through WhatsApp, email or another agreed written channel.

Submitting an enquiry or receiving an initial estimate does not reserve an appointment.

4. Prices, payment and the 15% cleaner booking fee

4.1 What the customer pays

You pay the total price shown in the final booking summary. SofaCleaner does not add a separate customer booking fee or commission to that agreed total.

Unless we expressly tell you otherwise, payment must be made to SofaCleaner through the payment link or method provided for the booking. Do not pay the Cleaner separately unless SofaCleaner has confirmed in writing that you should do so.

Payments are processed using a third-party payment provider. The payment page may also be subject to that provider's terms and privacy information. SofaCleaner does not receive your complete card details.

SofaCleaner receives the customer payment as the Cleaner's limited payment collection agent. Once the payment has been successfully received through the designated payment process, your obligation to pay the Cleaner for that amount is satisfied.

4.2 The cleaner booking fee

The Cleaner pays SofaCleaner a booking fee equal to 15% of the completed job value. SofaCleaner deducts this fee from the amount otherwise payable to the Cleaner. The Cleaner receives the remaining 85%, subject to any properly agreed refund, price reduction, chargeback or other adjustment.

For example, if the agreed and completed job value is £100, you pay £100 in total. SofaCleaner applies a £15 cleaner booking fee and the Cleaner receives an £85 payout before the Cleaner's own tax and business costs.

The 15% fee is charged to the Cleaner. It is not an additional 15% charge to you.

4.3 Payment problems

We may decline, pause or cancel a booking if payment is refused, reversed, suspected to be fraudulent or not received. You must not make an unjustified chargeback. This does not prevent you from disputing an unauthorised payment or exercising any legal right.

5. Your responsibilities at the appointment

You must:

• provide safe and reasonable access at the agreed time;
• tell us or the Cleaner about relevant parking, building or access restrictions;
• remove money, valuables and fragile items from the working area;
• keep children and pets away from equipment, products and wet upholstery;
• provide any access to water or electricity agreed as part of the booking;
• tell the Cleaner about known damage, repairs, unstable dyes, care instructions or previous treatments; and
• follow reasonable drying and aftercare instructions.

If you will not be present, you must arrange lawful access and ensure that an authorised adult can make any necessary decisions about the service.

The Cleaner may refuse to start or may stop work where the conditions are unsafe, the item cannot reasonably be treated, the requested method may damage the upholstery or the job is materially different from what was described. Any resulting payment or refund will be handled under Sections 6 and 7.

6. Changes to the job or price

The agreed price cannot be increased merely because the Cleaner arrives at the property.

If the Cleaner finds that the furniture, material, condition, number of items, access or requested treatment is materially different from the booking information, the Cleaner must explain the issue before carrying out additional work.

Any revised scope or additional price must be agreed with you in writing, including through WhatsApp, before the additional work begins. You may decline the change. If you decline, the Cleaner may complete only the original agreed scope where it is safe and practical, or the affected part of the service may be cancelled.

7. Cancellation, rescheduling and refunds

7.1 Your statutory cancellation rights

If you are a consumer and the booking contract is made entirely online, by telephone or through messaging, you will normally have a legal right to cancel during the 14-day period beginning the day after the booking is confirmed.

If you ask for the cleaning to take place during that 14-day period, you expressly request that the service begin before the cancellation period ends. If you then cancel after work has begun, you may have to pay a proportionate amount for the service already supplied.

If the cleaning is fully completed during the 14-day period, your statutory right to cancel may end once the service has been fully performed, provided you expressly requested early performance and acknowledged that full performance would end that right.

We will request any legally required consent or acknowledgement during the booking process. Nothing in this Section limits a statutory right that applies to you.

7.2 Our contractual cancellation policy

The following policy applies in addition to, and does not reduce, your statutory rights:

• At least 24 hours before the appointment: you may cancel without a contractual cancellation charge and any advance payment will be refunded.
• Less than 24 hours before the appointment: a reasonable cancellation charge may be deducted only to cover direct, unavoidable loss caused by the cancellation, such as non-recoverable travel or time that could not reasonably be rebooked.
• No access or customer no-show: if the Cleaner cannot gain access or start because no authorised person is available, this may be treated as a late cancellation.

Any cancellation charge will be a reasonable estimate of direct loss, will take account of costs avoided or work that can be rebooked, and will not exceed the amount you paid for the affected service. We will explain the amount and basis of any deduction.

Contact SofaCleaner through the booking conversation as soon as possible if you need to cancel or reschedule. We will try to accommodate a new date, but availability is not guaranteed. A late request to reschedule may be treated as a cancellation where the original appointment cannot reasonably be filled.

7.3 Cancellation by the Cleaner or SofaCleaner

If the Cleaner cannot attend, we will offer either:

• a suitable replacement Cleaner, subject to your approval of any different price or timing; or
• a full refund of the amount paid for the cancelled service.

You do not have to accept a replacement Cleaner.

We may also cancel where the service cannot lawfully or safely proceed, payment cannot be verified, the booking information is materially inaccurate, or an event outside reasonable control prevents performance. Your refund rights will depend on the reason for cancellation and any service already supplied, but your statutory rights remain unaffected.

7.4 Refunds

Approved refunds will normally be returned to the original payment method as soon as reasonably practicable. Your bank or payment provider may require additional processing time.

Where only part of the service is cancelled, not supplied or subject to an agreed price reduction, any refund may be limited to the affected part. No deduction will be made where the law entitles you to a full refund.

7.5 How to cancel

You can cancel by sending a clear message through your WhatsApp booking conversation or by emailing [email protected]. Include your name, booking reference, service address and appointment date so that we can identify the booking. You do not have to use any particular wording.

If you prefer, you may use this cancellation form:

8. Cleaning standards and expected results

The Cleaner must perform the agreed service with reasonable care and skill and in accordance with the information that formed part of your booking.

Professional cleaning can improve many types of soil, stains and odours, but results depend on the material, condition, age of the mark, previous treatments and other factors. Neither SofaCleaner nor the Cleaner promises that every stain, odour, discolouration, wear mark or pre-existing defect will be removed.

The Cleaner should identify foreseeable limitations or material risks before proceeding where reasonably possible. You should not be charged for an optional specialist treatment unless it was explained and agreed.

Nothing in these Terms affects your rights under the Consumer Rights Act 2015 or other applicable consumer law. Depending on the circumstances, those rights may include repeat performance or an appropriate price reduction where a service has not been provided with reasonable care and skill.

9. Cleaner status and checks

Cleaners are self-employed professionals or independent cleaning businesses. They are not employees of SofaCleaner and do not have authority to make commitments on SofaCleaner's behalf outside the booking process described in these Terms.

We may review information supplied by Cleaners, including experience, service areas, insurance and other verification documents required under our current onboarding standards. These checks help us assess suitability but cannot guarantee future conduct, availability or a particular cleaning outcome.

The Cleaner remains responsible for maintaining the equipment, skills, insurance, registrations and legal compliance required for the services they offer.

10. Complaints, service concerns and damage

If you are unhappy with the service, contact SofaCleaner through the booking conversation or at [email protected] as soon as reasonably possible. Reporting a concern within 48 hours is helpful because it allows the Cleaner to inspect the upholstery and the circumstances promptly, but failing to do so does not remove your statutory rights.

Please provide:

• your booking details;
• a clear description of the issue;
• relevant photographs or other evidence; and
• the outcome you are requesting.

Where reasonable, you should allow the Cleaner an opportunity to inspect the issue and, where appropriate, repeat or correct the service. Depending on the circumstances and your legal rights, a resolution may include repeat performance, an agreed price reduction, a partial refund or a full refund.

For alleged property damage, loss or injury, notify us and the Cleaner promptly and take reasonable steps to prevent further loss. The Cleaner is primarily responsible for claims arising from the Cleaner’s performance of the cleaning service. We may help exchange relevant information, obtain the Cleaner’s response and provide available insurance details.

SofaCleaner may pause or adjust a Cleaner payout while a genuine complaint, refund request or payment dispute is reviewed. We do not guarantee that mediation will produce an outcome acceptable to both parties and we do not replace any right you have to seek independent advice or bring a legal claim.

11. Our responsibility to you

SofaCleaner is responsible for providing its own matching, booking, payment and support services with reasonable care and skill. We are also responsible where loss is caused by our breach of these Terms and the loss was a reasonably foreseeable result of that breach.

Because the independent Cleaner supplies the cleaning service, the Cleaner is primarily responsible for the quality, safety, timing and performance of that service and for loss or damage caused by the Cleaner. SofaCleaner will nevertheless remain responsible for its own acts and omissions and for any responsibility that the law does not allow us to exclude.

SofaCleaner is not responsible for:

• loss caused by inaccurate or incomplete information supplied by you;
• a result that was clearly identified as uncertain before the work began;
• delay or failure caused by circumstances outside our reasonable control, although cancellation and refund rights may still apply; or
• losses relating to a trade, business or profession where you booked solely as a consumer.

Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, or any other liability that cannot lawfully be excluded or restricted.

12. Third-party services

The booking journey may use WhatsApp and a third-party payment provider. Those services are operated independently and may have their own terms and privacy policies.

We are not responsible for a temporary failure of a third-party service that is outside our reasonable control. If a failure affects a confirmed booking or payment, contact us so that we can provide a reasonable alternative where available.

13. Personal information and photographs

We use personal information in accordance with our Privacy Policy and Cookie Policy.

To provide the service, we may share relevant booking information, contact details and photographs with one or more potential Cleaners and, once matched, with the selected Cleaner. We will only share information reasonably needed to assess, quote for, arrange or provide the requested service.

Do not send photographs containing people, private documents or unrelated personal information unless necessary. You must have permission to provide personal information relating to another person.

14. Acceptable use

You must not:

• provide information that you know is false or misleading;
• use the service for unlawful or fraudulent purposes;
• threaten, harass, abuse or discriminate against a Cleaner or member of our team;
• interfere with the website, booking process or payment systems; or
• use another person's identity or payment method without authority.

We may refuse an enquiry or suspend access where reasonably necessary to protect customers, Cleaners, our team or the service. This will not remove rights or obligations relating to an existing booking.

15. Website content and intellectual property

The SofaCleaner name, website content, design and software are owned by us or used under licence. You may use the website for your personal booking and information needs. You must not copy, sell, publish, scrape or commercially exploit protected content without permission, except where the law allows it.

16. Changes to these Terms

We may update these Terms to reflect changes to the service, the law or our business. The current version and effective date will be published on this page.

Changes will apply to bookings confirmed after the new version takes effect. They will not alter an existing confirmed booking unless the change is required by law or you expressly agree to it.

17. Governing law and general provisions

These Terms do not affect any mandatory consumer protection available under the law of the part of the United Kingdom in which you live.

If you live in England or Wales, these Terms are governed by English law and you may bring proceedings in the courts of England and Wales. If you live in Scotland, these Terms are governed by Scottish law and you may bring proceedings in the Scottish courts. If you live in Northern Ireland, these Terms are governed by Northern Irish law and you may bring proceedings in the Northern Irish courts.

If any part of these Terms is found unlawful or unenforceable, the remaining provisions will continue to apply.

If we do not enforce a provision immediately, that does not waive our right to enforce it later.

18. Contact details

SofaCleaner is operated by:

• Trading name: SofaCleaner
• Business address: 85 Great Portland Street, London W1W 7LT, United Kingdom
• Email: [email protected]
• Telephone: +44 7337 157003
• Website: https://sofacleaner.org/

For booking changes or urgent service concerns, use the existing WhatsApp booking conversation where possible so that the relevant details remain together.