​4. Fairify, in consultation with cleaners, establishes the cleaner’s hourly rate. This is subject to adjustment in line with annual increases to the statutory minimum wage. Agency subscription fees remain fixed regardless of the type of clean. Clients will receive an invoice for these fees, typically sent via email at the end of each month. Payment is required within 48 hours of receipt of the invoice. Any issues with payment or discrepancies must be reported promptly to the administration team. Invoices will clearly state the total amount payable, including any applicable discounts or additional charges.
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The Cleaner’s fee payable by the Client is agreed in advance of each service. For recurring services, invoicing will occur monthly and will continue until the agreement is lawfully terminated in accordance with Fairify’s cancellation policy. Cleaners may accept payment via cash or bank transfer only. Cheques, cryptocurrency, vouchers, or any alternative payment methods are strictly prohibited.
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5. All Cleaners introduced through Fairify operate on a self-employed basis and are vetted via a comprehensive, tutorial-based assessment process. This screening includes a verified professional reference and a rigorous identity check. Cleaners are independent individuals over the age of 18 and are required to comply fully with the laws of the jurisdiction in which services are delivered.​
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6. Clients are responsible for providing specific cleaning products and equipment and for ensuring these items are in safe and functional condition. Fairify and the Cleaner cannot be held liable for any issues with cleaning standards resulting from insufficient supplies, defective equipment or equipment failure.
​Insurance & Liability
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​- Fairify provides limited insurance coverage, which applies exclusively to Clients and is restricted to minor accidental damage. In the event of a claim, a £250 excess fee applies. This fee is the sole responsibility of the Client and will not be covered by Fairify. Whenever possible, Fairify strongly encourages both Clients and Cleaners to resolve any issues amicably through direct negotiation. If resolution cannot be reached, the Client may proceed with a claim under Fairify’s insurance policy. Should a Client choose to proceed with a claim, Fairify will connect them directly with the third-party insurance provider to handle the matter.​
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- Fairify accepts no responsibility for any damage to property, loss, or accidents involving either the Cleaner or the Client during the course of the service (including, but not limited to, slip-and-trip incidents, theft, or damage to appliances). Furthermore, Fairify shall not be held liable under any circumstances for bodily injury or death of any party.​
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- Neither Fairify nor the Cleaner shall be held liable for accidents, disruptions, or events beyond their reasonable control (including but not limited to natural disasters, house fires, power outages, floods, or similar incidents). Any failure to deliver services under such circumstances shall not be deemed a breach of this agreement and shall not give rise to liability for either party.
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- If you hold an insurance policy that provides coverage in the event of a loss or claim (including but not limited to renter’s insurance, homeowner’s insurance, or similar policies), you are required to seek compensation directly through your personal insurance provider before pursuing a claim through Fairify’s coverage.
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- Fairify shall not be held liable for any unfinished tasks or for failure to fulfil the terms of this Agreement where the Client is in breach of their obligations to Fairify. If a Cleaner is unable to attend or complete a scheduled clean (e.g., by failing to attend, arriving late, or leaving earlier than expected), the Client must first provide the Cleaner with an opportunity to remedy the situation through direct negotiation. If resolution is not achieved, the Client may then search for an alternative solution or terminate the service altogether.
Similarly, if a Client is in breach of their obligations to Fairify, they will be afforded reasonable time to rectify the breach. Should the breach remain unresolved, Fairify reserves the right to suspend or permanently discontinue the provision of services.
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- The Client is solely responsible for any key exchange or access arrangements made directly with the Cleaner. Fairify accepts no responsibility and shall not be held liable for any disputes, losses, or issues arising from such arrangements.
Cancellation & Rescheduling​
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​- If a Client cancels a scheduled cleaning session with less than 24 hours’ notice, a late cancellation fee of £16.50 will apply and is fully payable to both the Cleaner. The Client will always be charged for a missed session unless they reschedule directly with their assigned Cleaner at least two hours before the scheduled start time. In such cases, the rescheduled clean must take place within the same week and must be of equal or greater duration than the originally booked session.
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- If a client cancels a booking within two hours of the scheduled clean, the client will not be permitted to reschedule the service with the exception of emergencies. If the clean is disrupted due to circumstances attributable to the client, the client will be charged for one hour of cleaning. Bookings operate similarly to airline tickets: the scheduled clean represents the reserved “flight time,” the free cancellation window is equivalent to the “24-hour check-in period,” and late cancellations or failure to “check in” still incur applicable charges.​
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- Clients must notify their designated cleaning pixie for any cancellations or rescheduling requests. Similarly, cleaners must notify clients if they are unable to attend a clean or complete it. Cleaners may cancel a clean anytime before or during the session but should offer an alternative solution when possible. Clients may choose to accept or decline such alternatives. If a disruption occurs due to the cleaner, clients will only be charged for the actual time spent on the clean. Please refer to the ‘Complaints & Disputes’ section for further guidance.
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- Clients retain a continuous statutory right to cancel services. Cancellation must be made with at least 24 hours’ notice before the start of the next scheduled clean. Failure to provide sufficient notice will result in late cancellation fees payable to the client’s pixie.
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- Fairify reserves the right to terminate a cleaning session before or during the clean when necessary, for example, due to safety non-compliance, understaffing, or other operational reasons. The same applies if the cleaner is non-compliant. Fairify may also refuse or discontinue services under these circumstances.
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- Clients agree not to employ any current or former Fairify cleaner for 18 months following the termination of their contract. Should this clause be breached, Fairify reserves the right to charge commission fees for all cleaning sessions completed during this 18-month period.
Complaints & Disputes​
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​- Every home has unique cleaning requirements, and finding the right cleaner may not always be straightforward. Fairify kindly requests that both clients and cleaners remain respectful to one another at all times. Fairify acts solely as an intermediary platform and is not directly involved in the operational tasks performed by cleaners. Consequently, Fairify is not obliged to resolve disputes between clients and cleaners, which should primarily be addressed between the parties involved. However, Fairify may intervene if negotiations fail to reach a resolution.
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- If a client is dissatisfied with the quality of a clean, the following options are available:
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Extra Cleaning Time: Clients may request up to 30 minutes of complimentary extra cleaning per session if certain tasks were overlooked. This is subject to the cleaner’s agreement; otherwise, the client is liable for the full cleaning fee.
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Discount Request: Clients may request a coffee discount of up to 20% (maximum £3 per hour) of the cleaner’s fee. Discounts do not apply to Agency fees and require the cleaner’s consent. If declined, the client is requested to pay the full price.
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Late Arrival: If the cleaner arrives late, the client can either request that the cleaner stays for the originally booked hours or ask Fairify to adjust the invoice. Contact one of our virtual assistants to arrange this.
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Early Departure/Incomplete Clean: If a cleaner leaves early or cannot complete the clean, the client can either schedule a follow-up session or request an adjusted invoice. Payment is required only for the time the cleaner worked, and subscription fees may be amended by contacting the admin team.
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Incorrect Booking Duration:
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If a client books insufficient time, they may request additional paid hours on the same day (subject to availability) or schedule a separate session. Regular clients can request extra time in future sessions. Payment is still due for the time worked on the initial date, including agency fees.
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If a client books excess time, they are still liable for the full duration booked. Clients are encouraged to utilize the cleaner's time for additional tasks (e.g., skirting boards, window ledges, sanitizing light switches) rather than sending them away early.
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Service Adjustments: To request a different cleaner, pause, or discontinue the service, clients may contact Fairify via email at infofairify@gmail.com or WhatsApp (text only) at 07562 758751. One of our assistants will respond.
- Payment Policy: Cleaners and Fairify must always receive payment unless the service was not provided due to the cleaner’s negligence. For partially completed services, clients should refer to the options above.
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- If a cleaner is dissatisfied with an assigned client, they may:
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Request to be unassigned from a client’s cleaning session(s).
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Request reallocation to a different cleaning session.
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Negotiate with the client to establish a new arrangement, where possible.
Fairify is not responsible for ensuring cleaner payment if a client defaults. Cleaners must pursue unpaid fees through legal channels.
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