Customer Policy

Monthly subscribers pay upfront before their service begins each month. Payment confirms the client's visits for that month. The supervisor will send a payment link when renewal is due.

One-time clients pay in full before the visit is confirmed.

Late payment — if payment is not received by the 3rd of the month, visits for that month will be paused until payment is confirmed. The supervisor will send one reminder before visits are paused.

No refunds are issued for completed visits. If a visit was not completed to standard, the remedy is a return visit — not a refund. See Section 7.

Accepted payment methods — bank transfer. Cash is not accepted.

Any activity not listed under the covered sections is out of scope and will not be carried out during a standard visit.

Clients who require out-of-scope activities may request a custom deep clean — subject to availability, additional pricing and prior agreement with the supervisor before the visit.

Workers are not permitted to carry out activities outside the covered list without prior written approval from Cleanse. Requests made directly to workers on the day will be declined.

Monthly subscribers receive twice-weekly visits (2 visits per week).

Visit schedules are set at the start of each subscription and remain consistent month to month.

Rescheduling: Clients may reschedule a visit by messaging their supervisor at least 16 hours before the scheduled appointment time, or before 5pm the day before the visit — whichever comes first. Rescheduling requests made within 16 hours of the appointment or after 5pm the day before will be treated as short notice. The visit will be forfeited for that month and will not be replaced or carried over.

Missed appointment: If a Cleanse team arrives at the scheduled time and is unable to gain entry within 30 minutes of arrival, the visit will be marked as a missed appointment and forfeited for that month. No replacement visit will be scheduled and no refund will be issued for that visit. Clients are responsible for ensuring access arrangements are in place before every visit.

If Cleanse fails to show up for a scheduled visit without prior notice, that visit will be rescheduled at no additional cost within the same month.

Clients are not required to be home during visits. Most of our clients are not.

The supervisor will send a WhatsApp message before entering any unoccupied property and a confirmation message when the visit is complete and the property is locked.

Clients are responsible for providing access arrangements — a spare key, gate code or security clearance — before their first visit. Cleanse will not enter a property without confirmed access.

All access information is held confidentially by the supervisor and not shared with any third party.

After every visit, the supervisor sends a brief feedback message. Clients are encouraged to respond with any notes.

If a client is not satisfied with a visit, they must notify their supervisor within 24 hours of the visit.

Cleanse will arrange a return visit to address the specific concern within 48 hours of the complaint being received. This is at no additional cost to the client.

Repeat quality failures — defined as three or more valid complaints within a single month — will result in a team review and, where necessary, a team change.

Complaints submitted more than 24 hours after a visit cannot be addressed under this policy but will be noted for quality improvement purposes.

All Cleanse workers are screened and referenced before entering any client property.

Workers are trained not to touch, move or disturb personal items beyond what is required for cleaning. If a worker needs to move an item to clean, it will be returned to its original position.

Workers do not open drawers, wardrobes, safes or personal storage at any time.

Client responsibility for valuables: By subscribing to Cleanse and agreeing to this policy, clients confirm they have secured all high-value items, sensitive documents, cash, jewellery and medications before each visit. Cleanse workers are trained never to touch personal storage, but clients bear responsibility for items left unsecured. Signing or accepting this policy serves as confirmation that the client has been advised of this responsibility.

Theft or misconduct: Any report of theft or misconduct will be investigated immediately. The supervisor will contact the client by phone — not WhatsApp — within the same day. If the complaint is substantiated, the matter will be escalated, the worker removed from the client's team and the client made whole through our insurance policy where applicable. Where a client has signed or accepted this policy and failed to secure valuables as advised in Section 8.4, Cleanse's liability is limited to the outcome of the investigation and the terms of our insurance policy.

False accusations: If an investigation finds no evidence of misconduct, Cleanse reserves the right to reassign the accused worker to a different client team while maintaining their employment.

Workers are not permitted to request personal favours, borrow items, ask for additional payment or engage in personal relationships with clients or household members.

Workers are not permitted to use client facilities — kitchen, bathroom, television or Wi-Fi — during visits except where the client explicitly permits it.

Any breach of conduct should be reported to the supervisor immediately. Cleanse takes all reports seriously.

Financial advances and gifts: Clients must not give cash advances, loans or gifts of any kind directly to Cleanse workers under any circumstances. All worker compensation is handled exclusively by Cleanse. If a worker requests money, a loan or any financial favour from a client, the client should decline and report it to the supervisor immediately. Any worker found to have solicited or accepted any form of financial advance, gift or personal benefit from clients will face immediate disciplinary action including termination.

Protection of clients: Cleanse workers are expected to treat every client, household member and person on the property with complete respect at all times. Any form of sexual harassment by a Cleanse worker toward a client or household member will result in immediate removal from all assignments and termination of employment pending investigation.

Protection of workers: Clients are equally expected to treat Cleanse workers with dignity and respect. Sexual harassment of any Cleanse worker — by a client, household member or any person on the property — will result in immediate termination of the client's subscription without refund.

What constitutes sexual harassment: Sexual harassment includes but is not limited to:

Cleanse workers are trained to handle all items in a client's home with care. In the event that a worker accidentally damages property during a visit, the client must notify the supervisor within 24 hours of the visit.

Cleanse will investigate the report and, where the damage is confirmed to have occurred during the visit, will arrange repair or replacement of the damaged item at Cleanse's expense, subject to the terms of our insurance policy.

Cleanse is not liable for damage to items that were already broken, unstable or fragile prior to the visit, or damage caused by pre-existing conditions in the property.

Damage reports submitted more than 24 hours after a visit cannot be processed under this clause but will be noted for quality improvement purposes.

Cleanse Limited holds a business liability insurance policy covering accidental damage to client property and theft by employees during service delivery.

Where a valid claim arises under Sections 8.5 or 11, Cleanse will initiate the insurance process on the client's behalf. The client will be kept informed throughout.

Insurance claims are subject to the terms and conditions of Cleanse's insurance provider. Cleanse will share relevant policy details with the client where a claim is being processed.

Clients are advised that insurance does not cover items left unsecured contrary to Section 8.4, or items for which no prior evidence of value exists.

Cleanse workers are required to send a WhatsApp message to the client before entering any unoccupied property and a confirmation message upon leaving.

Entry without sending the pre-entry message constitutes a breach of Cleanse's operational standards. Clients who discover this has occurred should report it to their supervisor immediately.

Cleanse will investigate any report of unauthorised or unannounced entry and take disciplinary action against the worker where the breach is confirmed. The client will be informed of the outcome.

The following conduct by clients or household members toward Cleanse workers is prohibited:

Where a worker reports any of the above, Cleanse will investigate promptly. If the conduct is confirmed, Cleanse reserves the right to suspend or terminate the client's subscription immediately without refund.

Workers are instructed to leave the property immediately if they feel unsafe at any point during a visit and to notify their supervisor. Cleanse fully supports this decision.

Cleanse reserves the right to terminate a client's subscription at any time under the following circumstances:

Where termination is due to non-payment, Cleanse will issue one written warning via WhatsApp before suspending service.

Where termination is due to conduct, Cleanse may terminate immediately without prior warning and without obligation to refund any unused portion of the current month's payment.

Upon termination, the client's spot will be released to the waitlist.

Cleanse is committed to getting the service right from the very first visit. If after your first two visits you feel the service has not met the standard described in this policy, contact your supervisor directly.

Cleanse will conduct a full review of both visits, speak with the team and arrange corrective action within 48 hours.

If after the corrective action you remain unsatisfied, you may exit the subscription at the end of the first month without the standard one-month notice requirement. This applies to first-month subscribers only and is not available in subsequent months.

Cleanse will make every reasonable effort to deliver scheduled visits on time and to the agreed standard. However, in circumstances beyond Cleanse's reasonable control — including but not limited to flooding, civil unrest, widespread illness across the team, or government-imposed restrictions — Cleanse may be unable to deliver visits as scheduled.

In such circumstances, Cleanse will notify affected clients as soon as possible via WhatsApp and will reschedule missed visits at the earliest opportunity within the same month where possible.

Where rescheduling within the same month is not possible, affected visits will be credited to the following month's service at no additional charge.

Cleanse is not liable for any losses arising from service disruption caused by force majeure events.

Both Cleanse and the client agree to engage in good faith at every step of this process before escalating to formal legal proceedings.

This policy is governed by the laws of the Federal Republic of Nigeria.

Cleanse services are available to individuals aged 18 and above only.

By subscribing to or booking a Cleanse service, the client confirms they are at least 18 years of age.

Where a client is found to be under 18, Cleanse reserves the right to cancel the subscription immediately and refund any unused portion of payment.

Processing fees: All refunds are subject to a processing fee charged by our third-party payment partner. This ranges between 1% and 1.5% for naira transactions. This fee is deducted from the refund amount and is not covered by Cleanse.

Refund timeline: Refunds may take up to 21 working days to process from the date the refund is approved. Cleanse will notify the client once the refund has been initiated.

Cleanse will never photograph, record or share images of a client's property without the client's explicit written consent.

Where Cleanse wishes to use images of a client's home for marketing, social media or promotional purposes, a separate consent form will be provided to the client. No images will be used without a signed consent form.

Clients who are willing to have their home featured in Cleanse content should notify their supervisor. Participation is entirely voluntary and has no bearing on the quality or priority of service received.

Monthly subscribers may cancel their subscription with one calendar month's notice, sent to their supervisor in writing via WhatsApp.

Pausing: Subscribers may pause their service for up to 30 days once per year without losing their spot. The supervisor must be notified at least 7 days before the pause begins.

Pauses beyond 30 days will result in the client's spot being released to the waitlist. The client may rejoin when a spot is next available.

One-time clients may cancel a confirmed booking up to 24 hours before the visit for a full refund. Cancellations within 24 hours of the visit are non-refundable.

Client information — name, address, contact details and home preferences — is held confidentially by Cleanse and used solely for the purpose of delivering the service.

Client information is never sold, shared or disclosed to third parties without the client's consent, except where required by law.

Client WhatsApp conversations with supervisors are for operational use only and are not monitored or shared beyond the Cleanse operations team.

Cleanse reserves the right to update this policy at any time. Clients will be notified of significant changes via WhatsApp at least 14 days before they take effect. Continued use of the service after notification constitutes acceptance of the updated policy.