Terms & Conditions

Booking

A booking is confirmed once you receive a booking reference. Bookings must be made at least 12 hours before the appointment.

Prices

Prices depend on the service, your area, the duration and the number of cleaners. The total shown at confirmation is the price we charge, unless the work materially differs from what you described.

Any proposed change to the agreed service or price should be explained to you and agreed before the additional or changed work is carried out. Nothing in these terms permits an undisclosed or unlawful charge.

Payment

Cleann is pay-after-cleaning. No payment is taken online. You settle with our team once the cleaning is complete. No advance payment is required.

Cancellations

You can cancel free of charge up to 24 hours before the appointment. After that, please contact us directly.

This appointment-cancellation policy does not replace or restrict any statutory right of withdrawal described below. A late cancellation does not, by itself, create an automatic percentage charge.

Rescheduling

You can move a booking to another available slot up to 24 hours before the appointment. Please contact Cleann promptly if you need to change the service or discuss a later rescheduling request.

Customer responsibilities

To help the appointment proceed safely and as agreed, please:

• Provide accurate booking and property details, including any information relevant to the agreed service.
• Ensure safe and reasonable access at the agreed appointment time, and be available or arrange valid access in advance.
• Secure valuables and inform Cleann of relevant safety concerns, including hazards, pets or access restrictions.
• Treat cleaners respectfully and provide a safe working environment.
• Communicate promptly if you need to cancel, reschedule or change the service.

Customer availability and failed access

Please make sure our cleaners can access the property at the agreed time. You must be available or provide valid access arrangements so the appointment can proceed.

If the appointment cannot proceed for reasons on the customer's side, Cleann may seek reasonable compensation for wasted travel, reserved staff time and other demonstrable losses, but only where permitted by applicable law. Any request must be explained and supported, reflect the actual circumstances and reasonable steps to limit losses, and take account of genuine emergencies and other reasonable exceptions. It is not an automatic penalty, must not exceed legally recoverable loss, and must respect any applicable statutory withdrawal rights.

Examples of circumstances that may prevent the appointment from proceeding include:

• The customer is unavailable or does not answer calls or messages, and no valid access arrangement has been provided.
• The customer has lost the keys or otherwise cannot provide access.
• The customer refuses the agreed service after the cleaner has arrived.
• The customer requests cancellation after the cleaner has arrived because of circumstances on the customer's side.

Cleaner safety and freedom to leave

Customers must never lock a cleaner inside the property, prevent them from leaving, or otherwise restrict their freedom to exit safely. Customers must ensure the cleaner can leave the property freely at any time.

If a cleaner reasonably feels unsafe or cannot exit freely, they may stop work and leave where they can do so safely, or seek appropriate assistance. Any resulting cancellation or request for compensation will be assessed fairly, taking account of the circumstances and applicable law; no automatic penalty applies.

End-of-cleaning inspection and complaints

Where reasonably practicable, the cleaner should inform you approximately 30 minutes before the scheduled cleaning ends. Please inspect the work at the end of the appointment where possible.

If you identify an issue, please give the cleaner a reasonable opportunity to correct it within the agreed service scope and the remaining appointment time, where practicable. This does not require you to accept unsafe work or give up any legal remedy.

If you cannot inspect the property before the cleaner leaves, please contact Cleann promptly, preferably within 24 hours, describing the issue and providing photos where appropriate. Contact info@cleann.pt or WhatsApp +351920129313.

Cleann will review your complaint fairly and may arrange a reasonable correction or another appropriate solution, depending on the circumstances and applicable law. The cleaner leaving, or a report arriving after 24 hours, does not automatically mean a complaint or claim is rejected. Mandatory consumer rights remain unaffected.

Damage and liability

Our cleaners are insured. Please report any damage promptly, preferably within 48 hours of the cleaning, so we can investigate and resolve incidents efficiently. Describe what happened and provide photos or other relevant information where appropriate.

The 48-hour period is practical reporting guidance, not a deadline that automatically removes any statutory rights. Liability and any remedy will be assessed on the facts and in accordance with applicable law. Nothing in these terms excludes liability that cannot lawfully be excluded or guarantees compensation regardless of the circumstances.

Statutory withdrawal rights for distance bookings

For a consumer service contract concluded online or otherwise at a distance, Portuguese law generally provides 14 days from the conclusion of the contract to withdraw without giving a reason, subject to the applicable legal rules. Booking a cleaning appointment does not automatically remove that right. The free-cancellation period above is separate from this statutory right.

To exercise an applicable right of withdrawal, notify Cleann of your decision in an unequivocal statement, for example by emailing info@cleann.pt. You may use the statutory model withdrawal form, but are not required to do so. Any reimbursement required by law will be handled within the applicable statutory time limits.

If you want the cleaning to begin during the withdrawal period, the legally required express request must be obtained before the service starts, on a durable medium where required. An ordinary acceptance of these terms or the selection of an appointment date does not, by itself, replace that express request.

If you validly withdraw after the service has begun at your express request, a proportionate amount for the service actually provided up to your withdrawal may be payable only where the legal requirements, including the required prior information and express request, have been satisfied. This is not a fixed cancellation percentage. Where the statutory conditions are not met, no such payment is due under the withdrawal rules.

The withdrawal right is lost following full performance only where the service began with your prior express consent and your acknowledgement that you would lose that right once the contract had been fully performed, and all applicable legal requirements are met. These terms do not themselves collect that consent or acknowledgement.

Portuguese law and consumer rights

These terms must be read in accordance with applicable Portuguese law, including consumer-protection rules, rules on unfair standard contractual terms and rules governing distance contracts. Nothing in these terms restricts any mandatory consumer right or remedy. If a provision cannot lawfully be applied, it will not be relied on to deprive you of those rights.

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