Terms of Service

1. The Spify Standard & General Terms

1.1 Service Definition

Spify is a professional cleaning utility, not a marketplace for independent contractors. All "Spify Pros" are direct employees, trained to deliver a standardized result. By booking a "Mission," you contract Spify to achieve a specific level of clean.

1.2 Website Use & Coverage

Use of spify.co.uk is subject to these terms. You may not misuse our website or use it for fraudulent purposes. Our services are available across most of the UK, though availability may vary by location.

1.3 Data Protection

We protect your personal data in accordance with GDPR and UK data protection laws. Data collected is used solely for service delivery, administration, and support. We do not share information with third parties unless legally required. You may request access to, correction of, or deletion of your data at any time.

1.4 Force Majeure

We are not liable for failure or delay due to events outside our reasonable control (extreme weather, natural disasters, road closures, strikes, illness, pandemics). In such cases, Missions will be rescheduled at the earliest convenience without liability.

2. Flat-Rate Pricing & Payments

2.1 The "No-Hourly" Guarantee

All prices via our online booking engine are flat-rate based on the data provided (rooms, square footage, condition). Additional charges may apply for extended services or larger-than-average properties not declared at booking.

2.2 Additional Charges

Parking, congestion charges, and tolls are the responsibility of the User. Delicate item handling or specialist equipment may incur extra fees.

2.3 Payment Terms

Full payment is due upon the team's arrival at the property, prior to the start of the Mission, unless otherwise agreed. We reserve the right to cancel bookings if payment is not received or confirmed in advance.

3. The Strike-Team Protocol: Access, Safety & Conduct

3.1 Access & Lockout Policy

The User must provide access, electricity, and hot water at the scheduled time.

Grace Period: If our team cannot access the property within 30 minutes of arrival, the Mission is marked "Aborted" and a fee of up to 50% of the booking value applies.
Waiting Time: Waiting beyond the agreed arrival time may be charged at £15 per 15-minute interval.

3.2 Customer Conduct & Safety

Our employees’ safety is non-negotiable. We will immediately terminate a Mission—forfeiting the service with no refund—if an operative feels unsafe, threatened, or faces aggressive behaviour. We reserve the right to restrict future bookings.

3.3 Pet Policy

All pets must be secured during the Mission. Spify is not liable for incidents, damages, or extra cleaning required due to pet behaviour.

4. Equipment, Chemicals & Quality Assurance

4.1 The Kit & Eco-Commitment

Spify provides all industrial-grade equipment and professional, non-toxic Eco cleaning solutions. We do not use client-provided tools or chemicals. The User must notify us of specific allergies prior to arrival.

4.2 Photographic Quality Assurance

Strike Teams may take time-stamped photos of work areas before and after the Mission. These are stored securely and used solely for internal quality assurance and dispute resolution.

5. Service Scope & Limitations

5.1 General Limitations

We do not guarantee stain removal, mould treatment, or restoration of pre-existing damage. Cleaning appliances, blinds, curtains, furniture, wall washing, and deep mould removal must be requested as separate items. For End of Tenancy Missions, the property must be free of occupants and personal belongings (cupboards must be emptied for internal cleaning).

5.2 After Builders Cleaning

Properties must be safe, accessible, and free of construction personnel/tools. Heavy waste removal is not included. Paint, plaster, or adhesive splashes will be treated carefully, but full removal is not guaranteed on sensitive surfaces unless booked as a separate specialist service. The property must remain unused to qualify for any re-clean guarantees.

5.3 Carpet & Upholstery Cleaning

Carpets and upholstery are cleaned using powerful equipment; however, complete drying or odour elimination is not guaranteed. Adequate heating/ventilation for 24 hours is recommended.

Liability Exclusions: We are not liable for carpet shrinkage due to poor fitting, wear/discoloration revealed after dirt removal, or damage from placing furniture on damp carpets.
Customer Duties: Notify us if carpets are natural pile (e.g., wool). Remove all furniture and breakables beforehand. Stationary items will not be moved.
Stains & Dyes: Complete stain removal and colour migration issues (due to manufacturer defects) are not guaranteed. Pet treatments must be requested separately.

6. Cancellations & Rescheduling

Rescheduling: You may reschedule your service free of charge, provided you give us more than 24 hours' notice.
Cancellation: You may cancel your service entirely free of charge, provided you give us more than 24 hours' notice.
Late Cancellation: Cancellations made less than 24 hours before the scheduled service time will incur a fee equal to 30% of the total booking price.
Promotional Rates & Recurring Services: Discount codes applied to regular or recurring cleaning schedules are offered on the condition of continued service. If a regular cleaning is booked using a discount code and the service is cancelled after only the first clean, the discount will be voided. The customer will be retroactively charged the difference to reflect the standard, non-discounted price for that initial cleaning.

7. The Spify Guarantee, Complaints & Refunds

7.1 Satisfaction Guarantee Windows

We back our Missions with a satisfaction guarantee. Complaints must be raised in writing (not via phone or live chat) with photographic evidence within the following windows:

End of Tenancy Cleaning 7 Days from Mission date

Deep Cleaning & After Builders3 Days from Mission date

7.2 The Refund Protocol

To qualify for any resolution, the original booking must be paid in full, the property must not be re-occupied or altered, and service terms (access/utilities) must have been met.

Primary Remedy: A free re-clean of the specific missed areas is always the first remedy. You must accept this if offered.
Refusing a Re-clean: If you refuse a re-clean, you waive the right to a full or partial refund and are eligible for a maximum refund of 10% of the total booking value.
Partial Refunds: Considered only after a re-clean is completed and visual evidence shows unresolved issues within the service scope. The refund will be proportionate to the value of the missed areas.
Full Refunds: Granted only if Spify cancels the service, the team fails to attend, or the team completes less than 25% of the agreed service (supported by clear visual evidence).

8. Damage & Liability

Insurance: Spify holds public liability insurance up to £1,000,000.
Claims Window: All damage must be reported within 48 hours of Mission completion. Late claims may be denied. Valid claims may result in repair or compensation based on current item value.
Exclusions: We are not liable for pre-existing wear and tear, incorrectly installed fixtures, sentimental/irreplaceable items, or damage caused by faulty customer-supplied equipment.

9. Short-Term Rental & Airbnb Operations

9.1 Guest Presence & Check-Out Compliance

Properties must be fully vacated by guests by the scheduled start time. If guests are present, the Strike Team will wait a maximum of 15 minutes. If not vacated, the Mission is marked "Aborted," and a 50% fee applies.

9.2 Unauthorized Check-Outs/Ins

Hosts must not promise guests late check-outs or early check-ins that overlap the Mission window without prior written approval from Spify HQ. If teams are forced to work around guests, a £25 Friction Surcharge applies. Spify may exit the property if it becomes unworkable.

9.3 Guest Consumables & Provisioning

Spify is a service provider, not a wholesaler. Hosts must provide adequate consumables (toilet rolls, bin liners, dishcloths) in a designated "Supply Zone."

The "Shortage" Protocol: Teams perform a Consumable Audit during resets and will alert the Host via the Mission Report if supplies are low.
The Emergency Dash: Spify teams do not carry spare stock. If a Host requests an emergency store run, a £20 Logistics Diversion Fee plus the cost of goods applies.

10. Non-Solicitation (Protecting our Team)

Spify invests heavily in our employees. By using our service, you agree not to independently hire or solicit any Spify Pro for private cleaning services outside of our platform for a period of 12 months following their last mission at your property. Breach of this clause incurs a £2,500 Recruitment Fee.

11. Final Notes

Terms are subject to change without notice. The latest version will always be available at spify.co.uk/terms. Continued use of our services constitutes acceptance of any changes. For questions, please contact us via the details on our website.