Cleaner Terms of Service

Vouchee is an online marketplace that connects self-employed domestic cleaners ("Cleaners") with homeowners ("Customers") in the Horsham area. We provide the platform, the tools, and the framework to help you find and manage cleaning work — but we are not your employer, and we do not direct or control how you carry out your work.

By creating a Cleaner account and using Vouchee, you confirm that you have read, understood, and agree to these Terms. If you do not agree, please do not use the platform.

You must be 18 years of age or older to register as a Cleaner on Vouchee. By registering, you confirm that you meet this requirement.

• Vouchee does not employ you, engage you as a worker, or direct and control how you carry out your cleaning work.
• Vouchee does not supervise, direct, or control the manner in which you perform your services at any Customer's property.
• You are free to work for other clients, platforms, or businesses outside of Vouchee, provided you comply with Clause 6 of these Terms regarding Customers introduced through Vouchee.
• You are responsible for setting your own availability, accepting or declining jobs, and managing your own schedule.
• Nothing in these Terms, and nothing arising from your use of the Vouchee platform, creates or should be construed as creating an employment relationship, a worker relationship, a partnership, a joint venture, or any agency between you and Vouchee.
• Vouchee does not guarantee you any minimum level of work, income, or job availability through the platform.

Vouchee may request evidence of your HMRC registration or company registration at any time. If you cannot provide satisfactory evidence, your account may be suspended until the matter is resolved.

As a self-employed individual or limited company, you are solely responsible for:

• Maintaining accurate accounting records of all income earned, including income from Vouchee and all other sources
• Submitting a Self Assessment tax return to HMRC each year, or managing your limited company accounts in accordance with Companies House and HMRC requirements
• Paying all Income Tax and Class 2 and Class 4 National Insurance contributions due on your earnings by the relevant deadlines
• Monitoring your annual turnover across all income sources and registering for VAT with HMRC if your turnover reaches or exceeds the current VAT registration threshold — check HMRC for the current figure as this may change
• Complying with all other legislation applicable to self-employed individuals or limited companies operating in the United Kingdom

You are strongly encouraged to maintain proper accounting records from the day you register on Vouchee and to seek advice from a qualified accountant or bookkeeper if you are unsure of your obligations. HMRC's website (gov.uk/self-employed) also provides free guidance for self-employed individuals.

Before your Cleaner account can be activated and made visible to Customers, you must provide the following:

• A valid DBS (Disclosure and Barring Service) certificate — standard check minimum
• Valid Public Liability Insurance with a minimum coverage of £1,000,000
• Proof of your right to work in the United Kingdom
• Completion of a Vouchee onboarding interview

Maintaining your accreditations:

Your accreditations must remain valid for the entire duration of your time on the platform. You agree to:

• Notify Vouchee promptly — and in any event no later than 7 days — if any accreditation lapses, is withdrawn, or materially changes
• Provide updated documentation when requested by Vouchee
• Renew accreditations before they expire and provide updated copies to Vouchee

Vouchee will send reminder notifications as accreditations approach their expiry date. If any accreditation lapses and is not renewed within a reasonable period, your account will be temporarily suspended until the issue is resolved. Repeated lapses may result in permanent removal from the platform.

Providing false, fraudulent, or misleading documentation is a serious breach of these Terms and will result in immediate and permanent removal from the platform. Vouchee reserves the right to report fraudulent documentation to the relevant authorities.

As a Cleaner on Vouchee, you agree to:

• Provide accurate, truthful, and up-to-date information in your profile at all times
• Carry out all cleaning sessions to a reasonable professional standard, with appropriate care and skill
• Arrive at the agreed time and location for every scheduled session, or notify the Customer and Vouchee as early as possible if you are unable to attend
• Communicate promptly and professionally with Customers through the Vouchee platform at all times
• Treat Customers, their property, and their belongings with respect
• Follow any reasonable instructions provided by the Customer regarding their preferences, specialist surfaces, or fragile items
• Comply with all applicable health and safety obligations while working at a Customer's property
• Use cleaning products and equipment in a safe and appropriate manner
• Not bring unauthorised persons onto a Customer's property during a session
• Report any accidents, damage, or incidents to Vouchee promptly through the platform
• Not solicit or request payment outside of the Vouchee platform. Voluntary tips or gifts offered freely by Customers are permitted but may not be solicited or requested in any form.

This clause exists to protect the sustainability of the platform that both Cleaners and Customers rely on, and to ensure that the framework Vouchee provides — including vetting, insurance requirements, payment protection, and monitored communication — is not circumvented.

6.1 Why This Matters

When a Cleaner and Customer arrange work outside of Vouchee, both parties lose the protections the platform provides: credential monitoring ceases, payments are unprotected, and dispute resolution is unavailable. The restrictions below are not designed to prevent you from working freely — they are designed to protect the introduction relationship that Vouchee invested in facilitating.

6.2 The Restriction

You agree not to solicit, arrange, accept, or carry out cleaning work — whether paid or unpaid — directly with any Customer you were introduced to through Vouchee, outside of the Vouchee platform, where:

• The introduction took place within the preceding 24 months, and
• The Customer remains a registered active user of the Vouchee platform at the time the off-platform arrangement is made

Both conditions must be met for this clause to apply. If a Customer has deactivated their Vouchee account, or if more than 24 months have passed since the original introduction, this restriction no longer applies.

6.3 Consequences of Breach

Vouchee reserves the right to bypass the above stages and proceed directly to permanent removal where conduct is deemed serious, deliberate, or repeated in a short timeframe.

6.4 What This Does Not Restrict

For the avoidance of doubt, this clause does not prevent you from:

• Working with any client you found independently of Vouchee
• Working on any other platform or through any other route
• Working with a former Vouchee Customer where more than 24 months have passed since your introduction through the platform
• Working with a former Vouchee Customer who has formally deactivated their Vouchee account

You agree to give Customers as much notice as possible if you are unable to attend a scheduled session.

Where you cancel a session with less than 24 hours' notice without a genuine reason, you may not be entitled to a cancellation fee, and repeated short-notice cancellations may affect your standing on the platform and may result in suspension or removal.

Where a Customer cancels a session with less than 24 hours' notice, you may charge a cancellation fee of up to 50% of the agreed session rate. This should be raised through the Vouchee platform and not pursued directly with the Customer outside of the platform.

You agree to treat all access arrangements — including keys, key safes, and door codes — with the utmost care and confidentiality.

• You must not share, copy, or allow any third party to use any means of access provided to you by a Customer
• You must return or hand back any keys or access materials promptly upon request or upon the end of your engagement with that Customer
• You must notify Vouchee immediately if any access materials are lost, stolen, or compromised

Vouchee does not hold or manage keys or access codes and accepts no liability for lost keys or access materials. Responsibility for any costs arising from lost keys, locksmith fees, or lock replacement rests with the Cleaner where negligence can be demonstrated. Nothing in this clause prevents you from relying on your Public Liability Insurance policy in accordance with its terms where cover applies.

All messages sent through the Vouchee platform are subject to automated safety systems designed to protect both Cleaners and Customers from fraud and off-platform arrangements.

Where a message is flagged — for example, because it contains a phone number, email address, social media handle, or reference to direct payment — you will be shown a warning before the message is sent. Messages that trigger a keyword flag are logged server-side in a secure violations record. In some cases, Vouchee staff may review flagged conversations to investigate a complaint, safeguard a user, or take action under Clause 6.

This monitoring is conducted on the basis of legitimate interest and in accordance with our Privacy Policy. By using our messaging system, you consent to this monitoring.

Vouchee operates a rewards programme designed to recognise and reward Cleaners who deliver consistent, high-quality work on the platform. Full details of the current rewards programme are published on the Rewards page of the platform.

10.1 Sign-Up Credits

All new Cleaners who successfully complete the onboarding process and have their accreditations verified will receive 20 credits as a sign-up bonus, available to use immediately.

10.2 Milestone Credits

Milestone credits are awarded once per milestone and are not repeatable.

10.3 Tier Structure and Monthly Credits

Monthly credits that are unused at the end of the month are forfeited and do not carry over. Tier status is reviewed monthly. Where a Cleaner's qualifying review count falls below the threshold for their current tier, they will enter a 30-day review period during which their tier and monthly allocation are retained.

10.4 Quests and Challenges

Vouchee may from time to time offer time-limited quests or challenges that award bonus credits or other platform benefits upon completion. Quest availability, terms, and rewards are published on the platform and may change at any time. Quests that are withdrawn before completion will not result in partial credit awards unless otherwise stated at the time the quest was offered.

10.5 Spending Credits

• Each job application costs 1 credit, except for Gold tier Cleaners who apply at no credit cost
• Credits are non-refundable once a homeowner has opened and reviewed your application
• Credits will be refunded if a job listing expires without the homeowner opening your application
• Credits have no cash value and cannot be transferred between accounts

10.6 Purchasing Credits

Additional credits will be available for purchase through the Vouchee credit store when this feature launches. The rates will be published on the platform at that time. Purchased credits that remain unused may be refunded within 14 days of purchase in accordance with applicable consumer law. After 14 days, purchased credits are non-refundable except where required by law.

10.7 Admin Credits

During early platform operation, Vouchee may at its discretion grant selected Cleaners complimentary credits or temporary unlimited access. This is a discretionary arrangement and may be withdrawn at any time with reasonable notice.

10.8 Credits on Termination

Upon account deactivation or termination, any unused credits are forfeited with no entitlement to refund, except for purchased credits within the 14-day window described in Clause 10.6.

10.9 Changes to the Rewards Programme

Vouchee reserves the right to introduce, modify, suspend, or discontinue any element of the rewards programme at any time. Where changes are material, Vouchee will provide at least 14 days notice before the change takes effect. Nothing in the rewards programme creates any contractual entitlement to a specific level of credits, tier status, or quest availability beyond what is explicitly confirmed in writing by Vouchee at the time of award.

Customers may leave reviews and ratings for Cleaners following a completed session. These reviews are visible to other Customers on the platform.

You agree that you will not:

• Solicit, incentivise, or arrange for friends, family, or associates to leave false or misleading reviews
• Threaten, pressure, or attempt to influence a Customer to remove or change a genuine review
• Post or arrange for others to post negative reviews about other Cleaners on the platform

Vouchee reserves the right to remove any review that we reasonably believe to be fraudulent or in breach of these Terms, and to suspend or remove accounts engaged in review manipulation.

Payments for cleaning sessions are processed through the Vouchee platform via GoCardless, an FCA-authorised payment service provider operating via Direct Debit. You agree to:

• Set your hourly rate accurately and not misrepresent the time spent on a session
• Not request or accept cash payments, bank transfers, or any other form of payment from Customers outside of the Vouchee platform
• Raise any payment disputes through the Vouchee platform promptly

Vouchee charges a platform fee on payments processed. The current fee structure is published on the platform and may be updated with reasonable notice.

If you wish to leave the Vouchee platform, you must formally deactivate your account through the platform. Informal requests made outside the platform will not be accepted as formal deactivation.

13.1 The Deactivation Process

To deactivate your account you must:

1. Navigate to Account Settings and select Deactivate Account
2. Select your reason for leaving from the options provided
3. Confirm that you understand your account will be reset if you choose to return
4. Confirm that the off-platform restriction in Clause 6.2 continues to apply for 24 months from your last introduction to an active Vouchee Customer, regardless of deactivation
5. Complete the optional exit interview

Deactivation will be confirmed within 2 business days of completing the above steps.

13.2 Exit Interview

Before deactivation is confirmed, you will be invited to complete a short optional exit interview. This is entirely optional and will not delay or affect your deactivation request in any way.

13.3 Staying Registered at No Cost

Remaining registered on Vouchee incurs no ongoing cost. If you no longer wish to receive job notifications or Customer communications, these can be toggled off independently in your notification settings without deactivating your account.

13.4 Reactivation

If you choose to return to Vouchee after deactivation, reactivation is treated as a new registration — your previous ratings, reviews, jobs completed, and time on platform will not be restored. You will be required to resubmit all accreditation documents and complete a new onboarding interview.

Vouchee reserves the right to suspend or permanently remove any Cleaner account at any time if:

• These Terms have been breached
• Any accreditation is found to be invalid, fraudulent, or has lapsed without renewal
• We reasonably suspect fraudulent, abusive, dangerous, or harmful behaviour
• A serious complaint is received from a Customer that warrants immediate action
• You are found to have arranged off-platform work in breach of Clause 6

Where possible, Vouchee will notify you of the reason for suspension or removal. In cases involving serious allegations or safety concerns, suspension may be immediate and without prior notice. Upon permanent removal, any unused credits are forfeited with no entitlement to refund.

To the maximum extent permitted by applicable law:

• Vouchee is not liable for any loss of income, loss of work, or financial loss arising from job unavailability, platform downtime, or changes to the platform
• Vouchee is not liable for the conduct, actions, or omissions of any Customer
• Vouchee is not liable for any injury, accident, or damage that occurs while you are carrying out a cleaning session
• Vouchee does not guarantee any minimum level of work or earnings through the platform
• Vouchee's total liability to you in connection with the platform shall not exceed the total value of credits purchased by you in the 3 months prior to the event giving rise to the claim

Nothing in this clause excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be lawfully excluded or limited under applicable legislation
• Any failure by Vouchee to exercise reasonable care in operating the platform

Vouchee processes your personal data — including identity documents, DBS certificates, and insurance documentation — in accordance with UK GDPR and the Data Protection Act 2018.

Full details of what data we collect, how we use it, how long we retain it, and your rights are set out in our Privacy Policy.

Credential documents submitted for verification purposes are retained for the duration of your registration and for a reasonable period thereafter in accordance with our data retention policy. You have the right to request deletion of your personal data subject to our legal obligations to retain certain records.

In the event of a data breach affecting your personal data, Vouchee will notify you and the Information Commissioner's Office in accordance with our legal obligations.

All content on the Vouchee platform — including the design, logo, copy, and software — is owned by or licensed to Vouchee Ltd and may not be reproduced without our written permission.

By uploading content to Vouchee (including profile photos and descriptions), you grant Vouchee a non-exclusive, royalty-free licence to use that content for the purposes of operating and promoting the platform. You confirm that you own or have the right to use any content you upload.

Vouchee will make reasonable efforts to keep the platform available and functioning. However, we do not guarantee uninterrupted access and are not liable for losses arising from downtime, technical issues, or temporary unavailability.

We reserve the right to modify, suspend, or discontinue any part of the platform at any time. Where changes materially affect Cleaners — including changes to the credit system, fee structure, or platform rules — we will provide reasonable notice before changes take effect.

Neither you nor Vouchee shall be considered in breach of these Terms where non-performance is caused by circumstances genuinely outside your reasonable control, including but not limited to serious illness, severe weather, transport disruption, family emergency, or other events beyond reasonable anticipation.

Where you are unable to attend a scheduled session due to force majeure, you agree to notify the Customer and Vouchee as early as possible so that alternative cover arrangements can be made. Repeated use of force majeure as a reason for non-attendance, where a pattern suggests the reason is not genuine, may be taken into account in any assessment of your standing on the platform.

Nothing in these Terms creates, or should be construed as creating, a partnership, joint venture, agency, franchise, or employment relationship between Vouchee and any Cleaner. You have no authority to bind Vouchee in any way. You operate as an independent self-employed individual and Vouchee acts solely as a platform operator facilitating introductions between Cleaners and Customers.

Vouchee may assign or transfer its rights and obligations under these Terms to another entity as part of a sale, merger, or restructuring of the business. Where this occurs, we will notify you and the assignee will be bound by these Terms. You may not assign or transfer your rights or obligations under these Terms to any third party without Vouchee's prior written consent.

Vouchee may, at its discretion, assist in mediating disputes between Cleaners and Customers, but we are under no obligation to do so and our involvement in any such mediation is not binding on either party.

Any disputes arising from or in connection with these Terms shall be governed by the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

We may update these Terms from time to time. If we make significant changes, we will notify you by email and display a notice on the platform at least 14 days before the changes take effect. Continued use of Vouchee after changes take effect constitutes acceptance of the revised Terms.

If any provision of these Terms is found to be unenforceable or invalid, that provision will be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible. The remaining provisions will continue in full force and effect.

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and Vouchee in relation to your use of the platform as a Cleaner and supersede any prior agreements or representations.

If you have any questions about these Terms, please contact: