Customer Terms

These Terms cover use of Klinora and bookings made through it.

About Klinora

Klinora is operated by KLINORA LIMITED, a company registered in England and Wales under company number 17485641. Our registered office is 163 Pinkers Mead, Bristol, BS16 7JA, United Kingdom.

Klinora connects customers with independent cleaning professionals, known as Klinora Pros. The Pro identified in your confirmed booking supplies the cleaning service. Klinora provides the booking platform, arranges payments and provides customer support, acting as the Pro's disclosed agent for the services described in these Terms.

These Terms do not limit any rights that cannot lawfully be excluded. Contact us at [email protected] or +447387222593.

Accounts and the website

You must be at least 18 and provide accurate contact, property and access information. Keep your sign-in details secure and tell us if you suspect unauthorised use. Do not misuse the site, attempt unauthorised access, impersonate others or use another person's booking information outside its intended purpose.

Klinora is responsible for operating its platform, payment administration and support with reasonable care and skill. Maintenance or a provider outage may temporarily interrupt access; we will preserve the authoritative booking and payment records.

Requests and confirmed bookings

A request is not a confirmed booking. You choose the service, address, duration, products, date and time and provide a payment method. A booking is confirmed only when an eligible Pro accepts and we send confirmation identifying the Pro, service, address, date, duration and price. The request may expire or be declined without a confirmed clean.

The identified Pro personally supplies the accepted cleaning with reasonable care and skill. The service scope and any approved additions are shown before you submit the request. Give safe access and accurate information about the home, pets and any relevant risks. You must not ask for dangerous or unlawful work.

Price and payment

Before you become committed to a booking, we show one total price including selected additions. Any later change to the service, duration or price requires your agreement. Tips are voluntary and go in full to the Pro once successfully collected.

Saving a payment method or obtaining a card authorisation is not a completed charge. After the Pro submits completion, you can review the completed service and final amount. Once you confirm, Klinora attempts collection. If payment fails or an amount is disputed, the booking may require your action or Finance review. Klinora does not store complete card numbers or card security codes.

The booked duration remains the billable duration unless a genuine change is proposed and approved. Additional time and its revised price require your explicit approval; arrival or button times do not automatically increase the bill.

Changes, cancellation and refunds

The Cancellation, Rescheduling and Refund Policy explains the commercial charges and statutory cancellation rights, including the model form. If you make a distance booking, a statutory cancellation right may apply for 14 days after the service contract is formed. A 24-hour platform rule does not take away that right. If you expressly request a clean during that period and acknowledge the effect of full performance, the legal treatment of work supplied follows that Policy.

Rescheduling, recurring cleans, no access, lateness, quality concerns and refunds are handled under the same Policy and the booking's recorded status. Each recurring clean has its own booking and payment record. A customer complaint alone does not automatically reduce a Pro's earnings.

Problems and responsibility

Use Report a problem in the booking or contact [email protected]. We review evidence and may arrange repeat performance, a re-clean, a price correction or refund where appropriate. A reporting window helps prompt investigation but does not remove statutory rights.

If the service does not meet the standards required by consumer law, you may be entitled to repeat performance at no extra cost or, where the legal conditions apply, a price reduction or refund. These rights are separate from any goodwill remedy.

The Pro is responsible for the cleaning service they supply. Klinora remains responsible for its own platform, payment administration and support. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or rights that the law does not allow us to restrict. No blanket financial cap is imposed here.

Changes and law

We may update these Terms for future use and will notify you of material changes where required. A new version does not rewrite a completed booking or an accepted historical version. The law of England and Wales applies, subject to any mandatory consumer protection that applies where you live. You may bring a claim in a court with jurisdiction under applicable law.