Customer Terms

v1 — Customer Terms · published 25 September 2026

Version 1 · Effective from the date of publication

These terms apply when you use Twinklin to find, book and pay for a cleaner. Please read them before you book. By creating an account or confirming a booking, you agree to them.

1. Who we are

Twinklin is run by Twinklin Limited, a company registered in England and Wales (company number 16589463), registered office 128 City Road, London EC1V 2NX. You can contact us at support@twinklin.app.

2. What Twinklin does

Twinklin is a marketplace. We introduce you to independent, self-employed cleaners, take your booking and payment, and support you and the cleaner from booking to completion.

The cleaners are not our employees. Each cleaner sets their own rate and chooses which jobs and services they offer.

When you book, your contract for the cleaning is with the cleaner. Twinklin provides the platform, and takes and holds your payment as the cleaner's agent. Paying Twinklin counts as paying the cleaner. We also help you if something goes wrong (sections 7, 9 and 10).

3. Your account

  • You must be 18 or over to book a cleaner.
  • Give us accurate details, including the address to be cleaned and a phone number the cleaner can reach you on through the app.
  • Keep your login secure. You are responsible for bookings made from your account.

4. Making a booking

  • A booking is confirmed when we have taken payment and a cleaner has accepted it. We will tell you when that happens.
  • Bookings need at least 3 hours 15 minutes' notice and can be made up to 90 days ahead.
  • Describe the job accurately: the type of clean, the number of rooms, the condition of the property, and anything unusual (for example, paint or dust after building work). The cleaner prices their time on what you tell us.
  • What a booking covers. A booking covers the service type and hours you booked, plus the add-on services you selected at checkout. Tasks outside that (such as interior or exterior windows, inside the oven or fridge, garden work, or post-construction cleaning on a regular-clean booking) are not included just because they are written in the booking notes. Add them as add-ons, or book extra time, through Twinklin.
  • A cleaner may decline tasks that are unsafe, outside what was booked, or that need specialist equipment.

5. Prices and payment

  • The price shown on a cleaner's profile is the price you pay at checkout. Twinklin does not add a booking fee.
  • You pay through Twinklin, by card. We may authorise your card when you book and take the payment before the clean.
  • If you add time or services to a booking, you will see the new price and approve it before you are charged.
  • We hold the cleaner's payment until you confirm the clean has been done, or until 24 hours after the clean finishes if you have not told us about a problem. This gives you the chance to raise an issue before the cleaner is paid.
  • Discount and promo codes are funded as stated when issued. They have no cash value and cannot be exchanged.

6. Keeping bookings on Twinklin

This section protects you and our cleaners, and it is how Twinklin pays for vetting, insurance, payment protection and support.

  • Book and pay through Twinklin. Every booking, extra hour and add-on with a cleaner you found through Twinklin must be booked and paid for through Twinklin.
  • Do not arrange work directly. You must not ask, invite or agree with a cleaner you were introduced to through Twinklin to work for you directly, outside Twinklin, or to be paid in cash or by bank transfer. This applies while you have a Twinklin account and for 12 months after your last booking with that cleaner.
  • Talk through the app. Use Twinklin's in-app messages and calls for anything about a booking. Please do not ask for, or share, personal phone numbers.
  • If a cleaner asks you to book or pay them outside Twinklin, please tell us at support@twinklin.app.
  • If you breach this section, we may cancel your upcoming bookings (with a full refund for any we cancel) and suspend or close your account (section 11).

7. Cancelling or changing a booking

If you cancel

  • More than 24 hours before the start time: you get a full refund.
  • Within 24 hours of the start time: the booking is charged in full and is not refunded, because the cleaner has kept that time free. The cleaner receives this payment.
  • If a booking is moved into the 24-hour window, the late-cancellation deadline stays linked to the original start time.

If the cleaner cancels, or cannot attend

We will find you a replacement cleaner or refund you in full for that visit. You will never pay for a clean that does not happen.

Changes

You can ask to reschedule or extend a booking in the app. The cleaner has to agree, and any extra cost is shown to you and approved before you are charged.

Regular bookings (series)

A series repeats with the same cleaner. You can cancel future visits under the rules above. If your cleaner needs to change their rate or leaves your series, we will show you the new price before anything changes, and you can cancel without penalty.

8. Your legal right to cancel

If you book online, you normally have 14 days to cancel a contract for services under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. When you book a clean to take place within those 14 days, you ask us to start the service early. If you cancel after the clean has started, you pay for the service provided up to that point, and once the clean is complete you lose the right to cancel it. The late-cancellation rule in section 7 still applies.

9. If something goes wrong with a clean

  • Tell us within 24 hours of the clean finishing, with photos where you can, through the app or at support@twinklin.app. Please tell us before you confirm the clean.
  • We will look into it with the cleaner. Where a clean was not done as booked, we may arrange for the cleaner to return, give a partial or full refund, or offer a credit, depending on what happened.
  • Once you have confirmed a clean, or asked us to release payment, we are unlikely to be able to refund it, because the cleaner has been paid.
  • Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015, including your right to have a service carried out with reasonable care and skill.

10. Damage, loss and liability

  • Report any damage or loss within 48 hours, with photos, at support@twinklin.app.
  • Cleaners on Twinklin are required to hold their own public liability insurance. Claims for damage caused by a cleaner are made against the cleaner and their insurer. We will help you make the claim, including by sharing the cleaner's insurance details with you.
  • We are not liable for losses that were not foreseeable, for business losses, or for the loss of cash, jewellery or valuables that were not secured.
  • Twinklin's total liability to you for any booking is limited to the amount you paid for that booking.
  • Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot legally be limited.

11. Respect, safety and suspension

  • Treat cleaners with respect. Make sure the property is safe to work in, that someone gives the cleaner access at the booked time, and that you tell us about pets or hazards in advance.
  • We may suspend or close an account, and cancel future bookings with a full refund, if a customer:
    • breaches section 6
    • is abusive, threatening or discriminatory towards a cleaner or our staff
    • asks a cleaner to do something unsafe or unlawful
    • makes fraudulent chargebacks or claims
    • otherwise seriously or repeatedly breaches these terms
  • We will tell you why, unless the law or safety prevents it. You can ask us to review the decision at support@twinklin.app.

12. Reviews

You are welcome to review your cleaner in the app and Twinklin on public sites. Reviews should be honest and based on your own experience. Do not include other people's personal details or statements you know to be untrue.

13. Your data

We handle your personal data as set out in our Privacy Policy at www.twinklin.app/privacy.

14. Changes to these terms

We may update these terms. We will tell you about significant changes before they apply, and ask you to accept the new version before your next booking. The version in force when you confirm a booking applies to that booking.

15. Law and complaints

These terms are governed by the law of England and Wales. If you have a complaint, contact support@twinklin.app first and we will try to resolve it. You can also bring a claim in the courts of your part of the UK.