Terms & Conditions

Lumiere Cleaning Ltd Last Updated: 25 October 2025

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1. About Us and These Terms

1.1 Who We Are

These Terms and Conditions govern your use of the services provided by Lumiere Cleaning Ltd (company number 16773397), a digital marketplace platform connecting clients with independent self-employed cleaning professionals.

Registered Office: 71-75 Shelton Street, London, England, WC2H 9JQ Contact: hello@lumierecleaning.co.uk Website: www.lumierecleaning.co.uk

1.2 Nature of Our Service

Lumiere Cleaning Ltd operates as an online marketplace platform and intermediary service. We provide a technology platform connecting clients with independent cleaning professionals, facilitate bookings and payment processing, and maintain quality standards through our rating system.

We DO NOT employ cleaners - all cleaning professionals are self-employed independent contractors. We DO NOT provide cleaning services directly - we facilitate connections between clients and independent service providers.

1.3 Acceptance of Terms

By using our website, booking services, or registering as a cleaning professional, you agree to be bound by these Terms and Conditions. If you do not agree, please do not use our services.

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2. Definitions

Platform: The Lumiere Cleaning website and mobile applications.

Client: A person or entity booking cleaning services through our Platform.

Service Provider or Cleaner: An independent self-employed cleaning professional registered on our Platform.

Booking: A confirmed arrangement for cleaning services between a Client and Service Provider.

Service Fee: The commission charged by Lumiere Cleaning for facilitating the connection and transaction.

Services: The marketplace and intermediary services provided by Lumiere Cleaning Ltd.

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3. Our Role as an Intermediary

3.1 Platform Service

Lumiere Cleaning Ltd provides an online marketplace platform that lists available cleaning services, allows Clients to search and book Service Providers, processes payments securely, facilitates communication between Clients and Service Providers, and maintains quality control through reviews and ratings.

3.2 No Direct Service Provision

IMPORTANT: Lumiere Cleaning Ltd does NOT provide cleaning services directly, does NOT employ or control Service Providers, acts solely as an intermediary and booking platform, and is NOT a party to the service contract between Client and Service Provider.

The actual cleaning services are provided by independent self-employed contractors who use our Platform.

3.3 Service Provider Independence

All Service Providers on our Platform are independent self-employed contractors, set their own availability and choose which jobs to accept, are responsible for their own taxes, insurance, and compliance, maintain complete operational independence, and may work for multiple platforms and private clients.

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4. For Clients - Booking Services

4.1 Account Registration

To book services, you must be at least 18 years old, provide accurate contact and address information, create a secure account, and agree to these Terms.

4.2 Booking Process

Select desired cleaning service and date/time, provide property details and access information, review and confirm booking details, make payment through our secure platform, and receive confirmation and Service Provider details.

4.3 Service Availability

Service availability varies by location. While we are expanding across the UK, we may not yet serve all areas.

If we cannot fulfill your booking because we do not yet serve your area, no Service Provider is available for your requested time, or your booking cannot be accommodated for any reason, we will notify you within 6 hours of booking, offer alternative times or dates if available in your area, and process a full refund immediately to your original payment method if no suitable alternative is found.

Refunds are processed instantly on our end and typically appear in your account within 5-10 business days depending on your bank.

4.4 Payment Terms

Pricing: All prices displayed include VAT where applicable. Service Fee (20% of total booking value) is included in the displayed price. Payment must be made in full at time of booking.

Payment Processing: We process payments securely via Stripe. Payment is collected upfront. 80% is paid to the Service Provider upon completion. 20% is retained by Lumiere Cleaning as our Service Fee.

No Direct Payment: Clients must NOT pay Service Providers directly. All payments must be processed through our Platform.

4.5 Cancellation Policy

By Client:

• More than 48 hours before appointment: Full refund minus 5% processing fee

• 24-48 hours before appointment: 50% refund

• Less than 24 hours or no-show: No refund

By Service Provider: If Service Provider cancels, Client receives full refund. We will attempt to arrange alternative Service Provider.

4.6 Property Access

Clients must ensure Service Provider has safe access to property, provide working equipment and supplies (unless premium service booked), remove valuable or fragile items, and ensure property is safe and suitable for cleaning.

4.7 Client Responsibilities

Clients agree to provide accurate property and contact information, be available or arrange access as agreed, treat Service Providers with respect and professionalism, not engage in harassment, discrimination, or inappropriate behaviour, and not attempt to hire Service Providers directly outside our Platform.

4.8 Service Quality

Quality Assurance: All Service Providers are vetted and DBS checked (where applicable). We maintain ratings and review system. Complaints are taken seriously and investigated.

If Unsatisfied: Contact us within 24 hours at hello@lumierecleaning.co.uk. We may arrange re-clean (subject to Service Provider availability), offer partial or full refund (at our discretion), or take corrective action with Service Provider.

4.9 No Circumvention

Clients agree NOT to hire Service Providers met through our Platform directly, share Service Provider contact details with others to circumvent our Platform, or solicit Service Providers to work outside our Platform.

Breach of this clause may result in account suspension and claim for damages equal to 12 months of estimated lost Service Fees.

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5. For Service Providers

5.1 Registration Requirements

To register as a Service Provider, you must be at least 18 years old, be legally entitled to work in the UK, be registered as self-employed with HMRC, have appropriate insurance (Public Liability minimum £5 million), provide identity verification and DBS check (where required), and agree to our Service Provider Agreement.

5.2 Independent Contractor Status

IMPORTANT: By registering, you acknowledge and agree that you are an independent self-employed contractor, you are NOT an employee or worker of Lumiere Cleaning Ltd, you have complete flexibility to accept or decline any jobs, you set your own schedule and availability, you are responsible for your own taxes, National Insurance, and legal compliance, you may work for other platforms and private clients, and you receive no employment benefits from Lumiere Cleaning Ltd.

5.3 Service Standards

Service Providers must arrive on time and complete services professionally, maintain high standards of cleanliness and quality, treat Clients, their property, and belongings with respect, communicate professionally, follow health and safety guidelines, and report any issues or incidents immediately.

5.4 Payment Terms

Commission Structure: Lumiere Cleaning retains 20% Service Fee. Service Provider receives 80% of booking value. Payments processed weekly via bank transfer (Friday). Minimum payout threshold: £20.

Tax Responsibilities: Service Providers are responsible for declaring all income, must pay their own tax and National Insurance, Lumiere Cleaning does not deduct tax at source, and must keep accurate records.

5.5 Insurance and Liability

Service Providers must maintain valid Public Liability Insurance (minimum £5 million), provide proof of insurance upon request, and ensure insurance covers activities performed through our Platform.

5.6 Conduct and Termination

Prohibited Conduct: Soliciting Clients to book directly outside Platform, discriminatory or inappropriate behaviour, providing false information, poor service quality or repeated complaints.

We reserve the right to suspend or terminate Service Provider accounts, withhold payment for unresolved disputes, and remove Service Providers for breach of Terms.

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6. Liability and Insurance

6.1 Platform Liability

Lumiere Cleaning Ltd's liability is limited to providing the Platform service.

We are NOT liable for quality, safety, or legality of services provided by Service Providers, actions, omissions, or conduct of Service Providers, damage to property or personal injury caused by Service Providers, losses arising from Service Provider cancellations or no-shows, or any direct dealings between Clients and Service Providers.

6.2 Maximum Liability

To the fullest extent permitted by law, our total liability to you shall not exceed:

• For Clients: The value of the specific booking in question

• For Service Providers: The amount owed for completed services

6.3 Insurance Requirements

Service Providers must have Public Liability Insurance (minimum £5 million coverage) and Professional Indemnity Insurance (recommended).

Lumiere Cleaning Ltd maintains Professional Indemnity Insurance and Public Liability Insurance (as platform operator).

6.4 Direct Agreements

The service contract is between Client and Service Provider. Any claims relating to service quality, property damage, or personal injury should be directed to the Service Provider and/or their insurance.

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7. Data Protection and Privacy

7.1 GDPR Compliance

We comply with UK Data Protection Act 2018 and UK GDPR. Our Privacy Policy explains how we collect, use, and protect your personal data.

7.2 Data We Collect

Personal information (name, contact details, address), payment information (processed securely via Stripe), booking history and preferences, reviews and ratings, and communication records.

7.3 Data Sharing

We share data only as necessary: Client details with assigned Service Provider for bookings, Service Provider profiles with Clients for selection, payment processors for transaction processing, and legal authorities if required by law.

7.4 Data Security

We implement appropriate technical and organizational measures to protect your data, including encryption, secure servers, and access controls.

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8. Intellectual Property

8.1 Platform Ownership

All content on our Platform (text, graphics, logos, software) is owned by Lumiere Cleaning Ltd or licensed to us. Unauthorized use is prohibited.

8.2 User Content

By posting reviews, photos, or other content you grant us a non-exclusive license to use, display, and share this content, you confirm you have rights to post this content, and you agree not to post offensive, defamatory, or infringing content.

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9. Termination

9.1 Account Termination

Either party may terminate their account:

• Clients: At any time via account settings

• Service Providers: With 14 days' notice

9.2 Termination by Us

We may suspend or terminate accounts for breach of these Terms, fraudulent activity, abusive or inappropriate behavior, non-payment, or legal compliance reasons.

9.3 Effect of Termination

Upon termination access to Platform is revoked, outstanding payments will be processed, and data may be retained as required by law.

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10. Complaints and Dispute Resolution

10.1 Complaints Procedure

Step 1: Contact us at hello@lumierecleaning.co.uk with booking reference number, description of issue, and supporting evidence (photos, messages).

Step 2: We will investigate within 5 working days.

Step 3: We will propose resolution: refund (full or partial), re-clean arrangement, or other remedy as appropriate.

10.2 Disputes Between Users

For disputes between Clients and Service Providers, parties should attempt resolution directly. If unresolved, contact us for mediation. We will facilitate fair resolution. Our decision is final regarding Platform matters.

10.3 Legal Jurisdiction

These Terms are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of English courts.

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11. General Provisions

11.1 Changes to Terms

We may update these Terms at any time. Continued use of the Platform after changes constitutes acceptance. We will notify users of material changes via email or Platform notice.

11.2 Entire Agreement

These Terms, together with our Privacy Policy and Service Provider Agreement, constitute the entire agreement between you and Lumiere Cleaning Ltd.

11.3 Severability

If any provision is found invalid or unenforceable, the remaining provisions remain in full effect.

11.4 No Waiver

Our failure to enforce any provision does not constitute a waiver of that provision.

11.5 Assignment

You may not assign your rights under these Terms without our consent. We may assign our rights to a successor or affiliate.

11.6 Third Party Rights

Nothing in these Terms confers rights on third parties under the Contracts (Rights of Third Parties) Act 1999.

11.7 Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control (e.g., natural disasters, strikes, pandemics, technical failures).

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12. Contact Information

For questions about these Terms:

Lumiere Cleaning Ltd Company Number: 16773397

• Email: hello@lumierecleaning.co.uk

• Phone: +44 7830 529 633

• Website: www.lumierecleaning.co.uk

Registered Office: 71-75 Shelton Street, London, England, WC2H 9JQ

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By using our Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

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