CleanUp was designed to improve the current residential cleaning industry environment into one that facilitates communication and interactions between Residents and Cleaners. Our goal is to create a community of both Cleaners and Residents that feels supported, and most importantly, safe, while getting and providing cleaning services. 

The Community Guidelines below are here to create an understanding of the standards and expectations CleanUp has for its community’s conduct while using our services. When using CleanUp, you are agreeing to these guidelines as well as our Terms of Service. By violating these guidelines, you are at risk of losing access to CleanUp.

Safety

Cleaner’s Safety

CleanUp aims to provide Cleaners with the information and tools they need to support a safe and successful experience while performing a cleaning service booked with our platform. When booking a new service, we ask you to read the Resident’s profile as well as their house details, and encourage you to consider all the information that's made available to you in-app by the Resident. This will help ensure you know the Resident’s preferences and any relevant house specifications, and guarantee this is the right service for you. If you have any questions about a service you've booked, you should communicate with the Resident in order to clear any doubts and be able to provide the service that they desired. If something goes wrong, you must immediately communicate with both the Resident and CleanUp for a rapid resolution. 

To provide the best and safest service you should consider the following:

• Work unassisted over the duration of the service that was booked.

• Lock or unlock any doors and windows to ensure the safety of the home.

• Maintain a professional behavior throughout the service and towards the home and belongings of the Resident. 

• Perform the in-app actions associated with each service on the CleanUp app (i.e., starting/ending of a service, taking a photo of the working area).

• Be attentive while performing a CleanUp service, with thorough focus on the tasks that were contracted and ensuring the well-being of the home.

Cleaners who use CleanUp to provide cleaning services should perform these services by themselves. In the event that a Cleaner brings another person to a home, the Cleaner assumes total responsibility for this person's actions as they should never allow third parties into the home of the Resident. 

Resident’s Safety

CleanUp encourages Residents to solely communicate and engage with Cleaners through the CleanUp platforms when they are not present in the house. The CleanUp app provides a messaging feature that allows for easy communication. It is important to answer any questions the Cleaner might have before or while they are performing a cleaning service. This will ensure the service provided is at its highest standard and the Resident will be satisfied with the outcome. In the case that the Resident is not present during the CleanUp, we highly encourage the Resident to keep their mobile devices close so they can answer any questions the Cleaner might have. We also encourage Residents to frequently change, if used, lockbox codes. And when changing your lockbox code, remember to update this information to the CleanUp app to guarantee upcoming Cleaners will have access to the house. We do not recommend sharing any personal information, including phone numbers, as we cannot ensure this information will be safely saved. 

House Safety

CleanUp aims to consistently provide successful services. To ensure so, we provide Cleaners with different educational resources such as instructional videos, guidance checklists and blog posts. Such resources are found on the training section of a Cleaner application as well as on the CleanUp website, emails, and app platform. In the rare event that something is damaged, broken or lost, we want to act quickly and ask the Cleaner to promptly contact the Resident and CleanUp immediately. We are here to help, so please quickly inform us regarding any incidents. As a Cleaner, you must contact CleanUp as soon as you’ve realized something out of the ordinary has happened or if you are experiencing any safety issue. 

Safety Features

CleanUp’s commitment to safety is implied within our policies and procedures. Nonetheless, we ask our Cleaners and Residents to contact 911 or any other relevant authority in the case of an emergency or needs of immediate help. We also ask them to contact us in order to supervise the situation and provide help in any way we can. In addition, CleanUp uses algorithms that send the Cleaner a message whenever their cleaning time expectancy has been reached in order to ensure the Cleaner is not spending too much time inside a home. Also, we ask Cleaners to exercise caution and attentiveness while providing a service to ensure the home’s and its belongings’ well-being. 

Illegal Activity

CleanUp takes the Residents’ and Cleaners’ safety seriously. We have zero tolerance for the use of drugs and/or alcohol by the Cleaner at any while providing a service booked through our platforms. Fraudulent behaviors and activities will not be tolerated either and CleanUp takes the liberty to block any users access to the platform if suspicious activity has been detected. Suspicious activity includes, but is not limited to, physical abuse, emotional and/or verbal abuse, payment disputes, intimidation, and defamation. 

Home and personal security

CleanUp exercises caution and performs due diligence on home access. Lockboxes are highly encouraged for Resident’s use in the case they will not be home at the time of the service. The use of a lockbox allows Residents to securely store a house key for the Cleaner to enter the home. If a Cleaner arrives and is unable to retrieve the key from the lockbox, it is important that the Resident is able to respond quickly on how the Cleaner should access the home. 

Please keep your personal data secure. CleanUp will never ask for your passwords or any other sensitive information, such as your banking information. In the case you receive a suspicious call or text message requesting such, do not respond and contact CleanUp support immediately. 

For Cleaners

When accessing a home, the Cleaner can directly contact the Resident through the app messaging features if any issues arise. The Resident will receive a message with the Cleaners inquiry. Note that both phone numbers will not be disclosed to ensure privacy for both parties. Once a Resident and a Cleaner are connected through the CleanUp app, the communication will be available for 24 hours.

If entering the home is not possible and the Resident cannot be reached, the Cleaner can also contact Cleanup to try solve the issue. If it is still not possible to access the home, the Resident is responsible and a cancellation fee will be charged. On the other hand, if the service is completed, the house keys ought to be secured back in the lockbox. Failure to do so might result in fees, for which the Cleaner will be responsible for. 

For Residents

Residents should ensure the Cleaner has access to the home when booking a service. As a Resident, please provide information about how to access your home within your CleanUp profile. Again, the CleanUp app should be your only channel of communication between you and your Cleaner. And, to ensure great service, maintain your home profile updated and include any special details you want the Cleaner to consider when providing you with a service. 

To learn more, please see our Home Access Policy. 

Respect

Respect to others and their personal space is essential to create the environment CleanUp strives for. To prevent any negative experiences from happening, Cleaners should make sure they understand the necessities, specifications and expectations of the Residents in order to provide a quality service. This will guarantee the home won’t suffer any damages and help avoid any incidents with the Residents.

For Residents, providing accurate and clear specifications of their home and the requirements they have is paramount. This information will allow the Cleaner to provide the best possible service to you. Communicating, asking questions and giving accurate information will help avoid any misunderstandings between both parties of what is considered acceptable and what is not. If any concerns arise, make sure you communicate with the other party through the CleanUp app. 

Respecting the Home

At CleanUp we expect Cleaners to conduct themselves respectfully as you are entering someone else's home. Again, you should always read the description and specifications the Resident has established in their profile. Treat each home and its belongings with care and respect. CleanUp wants to ensure everyone feels respected and comfortable to engage in any of the services offered through the platform. Remember, as this is not your home, you should only access the areas that were designated by the Resident to be worked on. You should not access any areas that are not necessary or not booked to be cleaned. Also, leave everything neatly organized in the area where you found it, and ensure the home is locked up after the service is finished.

While at a Resident’s home, you should not take any pictures, videos or recordings of the property. Let alone share these images on social media. Every home is a private property and must be treated as such. Only to communicate with the Resident about an inquiry are you allowed to take pictures. Again, it is important to understand not only CleanUp’s expectations and policies but also the expectations of each Resident and that of their individual homes.

Respecting Each Other

CleanUp is an advocate for diverse and inclusive communities. We are proud to have a community that is formed by members of different cultures, races, religions, gender identities and sexual orientations. Our aim is to make everyone feel respected, safe, and comfortable in being themselves and expressing their identities. We will have no tolerance for users that are racist, sexist, ageist or discriminatory in any way towards other members of the community. If you feel discriminated against while participating in our community, please reach out to CleanUp and immediately report the event. 

Every CleanUp user has a different and unique expectation. If you cannot complete a service following the exact instructions given or feel you cannot complete the request, do not accept the cleaning service and wait for a more convenient one to emerge.

Cleaners and Residents

During all interactions between a Resident and a Cleaner, be it through the CleanUp platforms or in person, we ask both parties to be kind and respectful. Remember, we’re here to create a safe and happy environment for everyone.

Community Interactions

When completing a service, you're expected to act in a thoughtful and attentive manner to the Resident, its surroundings and its community. Please, be respectful of the areas where you are working, and be mindful of the neighbors around you. 

Reliability

Cleaner Reliability

The CleanUp community depends on each user's reliability. To ensure successful jobs, Cleaners should always try to be on time when booked for a service. The Residents trust that you will follow through with the responsibility you have committed to by accepting a booking.

CleanUp tracks a Cleaner’s performance through a rating system. Such a rating system allows us to track tardiness, as well as missed and/or cancelled services. Your rating will drop if you have not been reliable to the Resident, and a low rating could result in deactivation of your account. Remember, tips are always welcomed after a service. By being reliable to the Resident, you increase your chances of receiving a good tip! 

It is utterly important to remind Cleaners that they themselves must be the person present and providing the services. Under no circumstances can a person that is not the registered user, including family and/or friends, carry out any of the services on the Cleaner’s behalf. In addition, we do not accept anyone under the age of 18 to book services on the CleanUp platform.

Resident Reliability 

Again, reliability is important for everyone in the CleanUp community, this of course includes the Residents. Please, keep your profile and home access information updated and accurate. We ask Residents to communicate and answer all questions the Cleaner might have while providing a service; this will overall guarantee your satisfaction with the service.