CleanUp is committed to providing a safe and trustworthy environment for its community of Residents and Cleaners. To ensure safety, we have written guidelines and agreements that every member of the CleanUp community must abide by.  In addition, we rely deeply on our community’s feedback. Such feedback is facilitated by the five (5) star rating system that all members must give once a CleanUp service is completed. Our rating system is of paramount importance, as it helps CleanUp improve its services and maintain the safety and reliability that we strive for. 

After each cleaning service is completed, Residents are asked to rate their Cleaner by choosing a number of stars, between one to five, to indicate their level of satisfaction with the cleaning services received. Quick feedback helps to keep Cleaners accountable, and keep their services dependable and consistent. Similarly, Cleaners are asked to rate their Residents. Overall, this rating system helps CleanUp create and maintain a safe and transparent community. 

Deactivation by Star Ratings

Cleaner Deactivation

All approved Cleaners will start their account with a five (5) star rating. From then on, after each cleaning service they provide, they will receive a one (1) to five (5) star rating given by the Resident. 

The star rating that is displayed on the Cleaner’s profile will be based on an average of his or her last fifteen (15) cleanings. Prior to fifteen (15) cleanings, the 

Cleaners will still have a rating which will be based on their rating average up to date, but won’t be subject to deactivation until the fifteen (15) cleanings have been reached. This is to make things fair and accurate, as we do not want to suspend a Cleaner because of a single unfair rating.  

After those fifteen (15) cleanings, if the Cleaner’s sustained rating drops below a four (4), CleanUp will have the power to reach out to the Cleaner and put their account on probation. While on probation, CleanUp will compare the Cleaner’s star rating to those of nearby Cleaners as an attempt to maintain fairness. If during this probation period the Cleaner’s rating continues to drop, CleanUp will deactivate the Cleaner’s account and the Cleaner will not be able to use any of the CleanUp platforms. 

Remember, as a Cleaner, you are also able to submit comments after each service to raise any concerns about the Resident or their home. You can also file a Claim if you believe something more serious needs to be investigated. All this information will be reviewed by CleanUp, and your rating will be adjusted accordingly if found necessary.

Resident Deactivation 

To promote a safe environment and fair community, CleanUp also has certain standards that all Residents must comply to if they want to remain using our platforms. Similar to Cleaners, Residents will start their account with a five (5) star rating. From then on, after each cleaning service they receive, they will receive a one (1) to five (5) star rating given by the Cleaner. 

The star rating that is displayed on the Resident's profile will be based on an average of his or her last ten (10) cleanings received.Prior to ten (10) cleanings, the Resident will still have a rating which will be based on their rating average up to date, but won’t be subject to deactivation until the ten (10) cleanings have been reached. This is to make things fair and accurate, as we do not want to suspend a Resident because of a single unfair rating. After those ten (10) cleanings, if the star rating sustained by the Resident drops below a 3.5, CleanUp will have the power to reach out to the Resident and put their account on probation. If during probation the Resident’s rating continues to drop, CleanUp will deactivate their account. 

Just like Cleaners, Residents are able to submit comments after each service they receive to raise any concerns about the Cleaner and the service provided by them. As a Resident, you can also file a Claim if you believe something more serious needs to be investigated. All this information will be reviewed by CleanUp, and your rating will be adjusted accordingly if found necessary. We highly encourage leaving comments. 

Deactivation by Safety Issues

If at any point CleanUp becomes aware of any concerns about a particular Cleaner or Resident, we will have the power to deactivate their account. Such concerns include, but are not limited to, the following: 

• Receiving a serious complaint about a Resident by the Cleaner, or vice versa. 

• Receiving a claim relating to a violent attack or an aggression incident caused by the Cleaner or the Resident. 

• Receiving a claim regarding personal items theft. 

• Any other claims regarding a violation of CleanUp’s Community Guidelines. 

In all cases listed above, CleanUp will thoroughly investigate by reaching out to all parties involved and reviewing any comments and evidence. If the user being accused is found culpable, CleanUp will put their account on probation. If during probation, the user receives another complaint or claim, we will officially deactivate their account. 

CleanUp takes deactivations very seriously, which is why deactivations are not eligible for appeal. So, if a Cleaner’s account is deactivated  for not meeting CleanUp’s star rating requirements or for safety issues, the Cleaner will not be able to re-enroll as a Cleaner on any of the CleanUp platforms. Nonetheless, the Cleaner will be paid by their completed services, regardless of their standing at the time. The same applies for Residents that have been deactivated.

How do I know I’m at risk?

CleanUp will send a warning email to any user who has been put on probation.  This email will let the users know that CleanUp’s criteria of quality services are not being met and that we have implemented our deactivation policy on them. It is the user’s responsibility to be attentive of the email address they provided to CleanUp. Once the user receives this notice, they will have 30 days to improve their rating. CleanUp will not grant any extension for this probation period. If the user is unable to, or chooses not to, perform cleaning services via the CleanUp platforms during this period, CleanUp will deactivate their account. No exceptions.

CleanUp will also send a second warning after 14 days of the initial warning. In this message, we will inform the user of their status. If the user has improved their rating, we will inform them they are no longer at risk of deactivation. If their rating has stayed the same, we will inform them they are still at risk. In addition, if  at any point during the probation period the user’s rating decreases, we will inform them they have been officially deactivated. 

All the star rating requirements, safety standards, and other relevant factors are contained in the Terms of Service, Privacy Policy and User Agreement signed by each user  before being able to book any services through our platforms. Those who are found guilty of violating such agreements or CleanUp’s Community Guidelines will be subject to deactivation. In addition, user’s accounts (both Cleaners and Residents) may be subject to suspension during the investigation time of a violation.