CLEAR IT CLEAN IT MARKETPLACE Customer Booking Terms of Service Effective Date: July 2026 Welcome to the Clear It Clean It Marketplace (“Clear It Clean It”, “we”, “our” or “us”). These Customer Booking Terms of Service (“Terms”) govern your use of the Clear It Clean It Marketplace and apply whenever you create an account, request a quote or book a service through our platform. By creating an account, requesting or confirming a booking, or otherwise using the Platform, you confirm that you have read, understood and agree to be bound by these Terms. Where ongoing services are arranged, you may also be required to sign a separate Customer Agreement. These Terms apply in addition to that agreement. ⸻ 1. About Clear It Clean It Clear It Clean It is an online marketplace and booking platform that connects customers with trusted independent self-employed service providers. The Clear It Clean It Marketplace is operated by Jackie Smith T/A Clear It Clean It Sort It. Our business address, which is also our address for service of any notice under these Terms, is New Mead Barn, Wickham Hall, Bishop's Stortford, Hertfordshire, CM23 1JG. Our role includes: • Introducing customers to providers. • Managing bookings. • Processing payments through secure third-party payment providers. • Providing customer support. • Providing provider support. • Marketing and advertising. • Managing the online booking platform. • Ongoing administration and quality assurance. Unless expressly stated otherwise, Clear It Clean It is not the employer of any Provider and is not responsible for the day-to-day management of their independent business. ⸻ 2. Booking Services By making a booking you confirm that: • You are at least 18 years old. • You have authority to book services at the property. • All booking information is accurate. • You agree to these Terms. • You will notify us immediately if your booking details change. Booking requests are subject to Provider availability. Whilst we will always try to fulfil your request, we cannot guarantee that a particular Provider will always be available. Where possible, an alternative Provider may be offered. ⸻ 3. Quotes and Estimates All quotes are based on the information provided during booking. If the property or service requirements differ from those described, including but not limited to: • Additional rooms • Excessive dirt • Heavy limescale • Pet hair • Clutter • Hoarding • Additional bathrooms • Larger property size • Incorrect information supplied the Provider may revise the quotation before continuing the work. No additional work will be undertaken without your agreement unless necessary for health and safety reasons. ⸻ 4. Platform Commission Clear It Clean It operates as a marketplace. The booking price includes a platform commission which enables us to provide: • Marketing • Provider recruitment • Customer support • Secure payments • Booking management • Administration • Insurance management (where applicable) • Ongoing platform improvements The commission is included within the booking price and is not an additional hidden charge. ⸻ 5. Payments Payments are securely processed using Stripe or another approved payment provider. By entering your payment details, you authorise Clear It Clean It to charge your nominated payment method for: • Confirmed bookings. • Agreed additional services. • Cancellation charges. • Outstanding invoices. • Any charges due under these Terms. Where payment cannot be collected, we reserve the right to suspend further bookings until all outstanding balances have been paid. Late payment fees and recovery costs may be charged where permitted by law. ⸻ 6. Customer Responsibilities Customers agree to: • Provide safe and unrestricted access to the property. • Ensure utilities such as electricity and running water are available where required. • Secure cash, jewellery, sentimental or fragile items before the visit. • Notify us of pets, alarm systems or access arrangements. • Inform us of any hazards, unsafe conditions or special requirements. • Treat Providers respectfully. • Provide a safe working environment free from abuse, harassment or discrimination. Clear It Clean It reserves the right to cancel or terminate a booking where a Provider reasonably believes the environment is unsafe. ⸻ 7. Keys and Property Access Where keys, lockboxes or alarm codes are provided, you confirm that you have authority to do so. You remain responsible for ensuring the Provider can gain access at the agreed time. If access cannot be gained, cancellation charges may apply. ⸻ 8. Provider Arrival Times and Delays Clear It Clean It and its Providers will use all reasonable efforts to attend bookings at the agreed date and time. However, Customers acknowledge that arrival times are estimates and cannot always be guaranteed. Providers may occasionally be delayed due to circumstances beyond their reasonable control, including but not limited to: • Traffic congestion or road closures. • Severe weather conditions. • Vehicle breakdowns. • Delays at previous appointments. • Medical emergencies or illness. • Accidents. • Unexpected events or circumstances beyond reasonable control. Where a Provider is delayed, they or Clear It Clean It will make reasonable efforts to notify the Customer as soon as practicable and provide an updated estimated arrival time. Delays of up to 30 minutes will generally not be considered a breach of these Terms and will not automatically entitle the Customer to cancel the booking, request a refund or claim compensation, provided the Provider is still able to complete the agreed service. Where a delay is likely to significantly affect the appointment, Clear It Clean It will work with the Customer and Provider to find a reasonable solution, which may include: • Adjusting the appointment time. • Providing an alternative Provider (subject to availability). • Rearranging the booking for another mutually convenient date and time. • Extending the appointment where reasonably practicable. • Completing the highest priority tasks agreed with the Customer where there is insufficient time to complete the full service. • Arranging a return visit where appropriate. • Offering a refund or credit where no reasonable alternative can be agreed. Clear It Clean It shall not be liable for delays caused by events beyond the reasonable control of the Platform or the Provider. Customers are expected to act reasonably where unavoidable delays occur. We appreciate your understanding, as Providers may occasionally experience circumstances outside of their control while travelling between appointments or attending previous bookings. ⸻ 9. Customer Delays and No Access Customers are responsible for ensuring that the Provider can gain access to the property at the agreed booking time. If the Customer is late, unavailable or unable to provide access to the property: • The booked appointment time will continue to run from the original scheduled start time. • The Provider will wait for up to 15 minutes, unless otherwise agreed. • If access cannot be gained after this time, the booking may be treated as a late cancellation. • Cancellation charges may apply in accordance with our Cancellation Policy. • If the service can still proceed, it may be shortened to avoid delays to subsequent bookings, and the full booking fee may still be payable. Where possible, Customers should notify Clear It Clean It as soon as they become aware of any delay. ⸻ 10. Cancellations Cancellation policies are displayed during booking. Late cancellations or failure to provide access may result in cancellation charges. Repeated cancellations may result in restrictions or suspension of your account. ⸻ 11. Damage, Complaints and Claims If you believe damage has occurred or you are dissatisfied with the service, you should notify Clear It Clean It as soon as reasonably possible and, wherever practicable, within 24 hours of the service being completed Where possible, claims should include: • Photographs. • A description of the issue. • Supporting evidence. Claims made after this period may be more difficult to investigate and may be declined where the delay prevents a fair assessment of the circumstances. ⸻ 12. Photography Providers may take photographs before, during and after the service for legitimate business purposes, including: • Recording the condition of the property. • Documenting completed work. • Resolving complaints. • Insurance claims. • Quality assurance. • Staff training. Such photographs will be processed in accordance with our Privacy Policy. ⸻ 13. Reviews Customers are encouraged to leave honest reviews based on genuine bookings. Reviews must not: • Be false. • Be misleading. • Contain abusive language. • Be defamatory. • Include personal information about another individual. Clear It Clean It reserves the right to remove reviews that breach these Terms. ⸻ 14. Non-Solicitation and Platform Protection Clear It Clean It invests considerable time, expertise and financial resources in recruiting, vetting, onboarding, marketing and introducing Providers to Customers. Customers agree that they will not knowingly bypass the Platform by arranging services directly with a Provider introduced through Clear It Clean It for the purpose of avoiding the Platform’s commission or fees. This includes: • Arranging future bookings privately. • Paying Providers directly outside the Platform. • Encouraging Providers to avoid the Platform. • Cancelling Platform bookings in order to deal privately. • Exchanging contact details for the purpose of avoiding future Platform bookings. Any future bookings with a Provider introduced through Clear It Clean It must continue to be made through the Platform unless Clear It Clean It has given prior written consent. If a Customer deliberately breaches this clause, Clear It Clean It reserves the right to: • Suspend or permanently close the Customer’s account • Cancel future bookings • Refuse future use of the Platform • Recover any unpaid commission or losses suffered as a result of the breach where permitted by law • Take legal action where appropriate to protect its legitimate business interests ⸻ 14. Refund Policy Refund requests are assessed individually. Clear It Clean It reserves the right to investigate any complaint before issuing any refund, credit or other remedy. Refunds are not automatic and will depend upon the circumstances of each case. ⸻ 16. Fraud and Prohibited Use You must not: • Provide false information. • Impersonate another person. • Abuse Providers or staff. • Make fraudulent complaints. • Abuse the payment system. • Attempt to manipulate reviews. • Use the Platform for unlawful purposes. We reserve the right to suspend or permanently remove accounts where fraud, chargeback abuse or suspicious activity is reasonably suspected. ⸻ 17. Privacy We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and our Privacy Policy. By using the Platform, you consent to the use of secure third-party payment processors and service providers where necessary to deliver our services. ⸻ 18. Limitation of Liability Clear It Clean It acts as an online marketplace introducing Customers to independent self-employed Providers. Nothing in these Terms excludes or limits liability where such liability cannot legally be excluded under the laws of England and Wales. To the fullest extent permitted by law, our liability in connection with any booking shall not exceed the total amount paid by you for the booking giving rise to the claim. ⸻ 19. Force Majeure Neither Clear It Clean It nor any Provider shall be liable for any failure or delay in performing obligations due to events beyond their reasonable control, including severe weather, illness, accidents, transport disruption, strikes, government restrictions, utility failures or other unforeseen events. ⸻ 20. Changes to These Terms We may amend these Terms from time to time. Updated Terms will be published on the Platform and will apply to future bookings. ⸻ 21. Governing Law These Terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales. ⸻ 22. Acceptance By creating an account, requesting a booking, confirming a booking or ticking the acceptance box during checkout, you confirm that: • You have read and understood these Terms. • You agree to be legally bound by them. • You understand that a separate Customer Agreement may be required for ongoing services. ⸻ By ticking the acceptance box, I confirm that I have read and agree to the Clear It Clean It Marketplace Customer Booking Terms of Service, Privacy Policy and Cancellation Policy. I understand that by submitting my booking, I enter into a legally binding agreement and authorise Clear It Clean It to process payments in accordance with these Terms. Your electronic acceptance has the same legal effect as signing these Terms by hand.