CleanHive Terms and Conditions

1. Introduction

These Terms and Conditions ("Terms") govern your use of the CleanHive platform ("Platform"), operated by CleanHive Pty Ltd ("we", "us", or "our"), an Australian company. By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.

2. Nature of the Platform

CleanHive operates as a marketplace that connects property owners, managers, and Airbnb hosts ("Clients") with independent cleaning service providers ("Providers"). We do not provide cleaning services ourselves. We facilitate introductions and communications between Clients and Providers only.

CleanHive is not a party to any contract or arrangement entered into between a Client and a Provider. Any agreement for the provision of cleaning services is solely between the Client and the Provider.

3. Limitation of Liability

To the maximum extent permitted by Australian law, including the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)):

• CleanHive is not liable for any loss, damage, injury, or claim arising from or in connection with services provided by a Provider listed on the Platform.
• We do not warrant the quality, safety, legality, or suitability of any cleaning services offered by Providers.
• We are not responsible for any disputes between Clients and Providers, including disputes about quality of work, property damage, theft, or failure to perform.
• Our total liability to you for any claim arising out of your use of the Platform is limited to the service fees paid by you to CleanHive in the three (3) months preceding the claim.

Nothing in these Terms excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by the Australian Consumer Law that cannot lawfully be excluded or limited.

4. Provider Obligations

All Providers registered on the Platform are required to:

• Act in good faith at all times in their dealings with Clients and with CleanHive.
• Hold and maintain valid public liability insurance with a minimum coverage appropriate to the services offered.
• Hold and maintain relevant professional indemnity insurance where applicable to the nature of services provided.
• Hold a valid Australian Business Number (ABN) and comply with all applicable Australian laws and regulations.
• Accurately represent their qualifications, experience, and capacity to perform services.
• Comply with all workplace health and safety obligations relevant to the services they provide.
• Notify CleanHive immediately if their insurance coverage lapses or is cancelled.
• Perform services with due care and skill and rectify genuine deficiencies notified under Section 8 at no additional charge.
• Communicate promptly with the Client through the Platform if unable to attend, or if the property's condition or safety prevents completion of any part of the service. A Provider may decline to perform a task they reasonably consider unsafe (for example, mould or biohazard remediation, or working at heights) without penalty.

CleanHive reserves the right to remove any Provider from the Platform at any time and without notice if these obligations are not met.

5. Client Responsibilities

As a Client using the Platform, you agree to:

• Provide accurate and complete information when submitting cleaning requests.
• Ensure safe access to the property for Providers at the agreed time.
• Pay any agreed fees to Providers promptly and in accordance with the agreed terms.
• Conduct your own due diligence on any Provider before engaging their services.
• Not misuse the Platform or engage in fraudulent, misleading, or deceptive conduct.
• Provide an accurate description of the property and its condition in the cleaning request. If the property or its condition materially differs from the request, the Provider may renegotiate or decline the engagement.
• Raise any concerns about a service promptly and through the Platform, as described in Section 8.
• Treat Providers respectfully. CleanHive does not tolerate abusive, harassing, threatening or discriminatory conduct towards any Platform user.

6. Service Fees & Finder's Fee

CleanHive charges a service fee to both Clients and Providers upon the successful engagement of a cleaning service through the Platform. These fees are disclosed at the time of booking. All fees are in Australian Dollars (AUD) and inclusive of GST where applicable.

The service fee charged to Providers also constitutes a finder's fee for the introduction of a new Client. By accepting a bid and engaging with a Client introduced through the CleanHive Platform, the Provider acknowledges that CleanHive has facilitated that business relationship and that the applicable service fee compensates CleanHive for that introduction.

Providers must not attempt to circumvent the Platform's fee structure by soliciting or accepting payment for services directly from a Client introduced through CleanHive, outside of the Platform, during the Platform Exclusivity Period described in Section 13.

7. Scope of Services

Unless expressly agreed in the accepted bid, services do not include moving heavy furniture or appliances, removal of rubbish or waste, mould or biohazard remediation, pest control, or cleaning of outdoor areas. Any variation to the agreed scope must be agreed between the Client and the Provider, and should be recorded through the Platform.

8. Complaints, Dissatisfaction & Disputes

8.1 Unsatisfactory or incomplete services. Each cleaning service is performed by the Provider under the agreement between the Client and the Provider. If a Client considers a service incomplete or unsatisfactory, they must raise it with the Provider through the Platform's messaging as soon as possible, and no later than 48 hours after completion of the service, describing the issue and including photographs where available. Providers are expected to respond promptly and, where a genuine deficiency is identified, to rectify the issue or re-perform the affected work at no additional charge within a reasonable period. CleanHive may take complaint records into account when assessing a Provider's continued suitability for the Platform (see Section 4).

8.2 Property damage, loss or theft. Clients must report any damage, loss or theft in writing via the Platform, with supporting photographs, within 24 hours of completion of the service. Such claims are against the Provider and, where applicable, the Provider's public liability insurance. CleanHive will provide the relevant parties' contact details and may assist in facilitating communication, but does not adjudicate, process, or pay claims, and is not liable for a Provider's refusal to engage with a claim. Where a guarantee under the Australian Consumer Law applies to services supplied by a Provider, nothing in these Terms excludes it, and remedies are available against that Provider.

8.3 Complaints to CleanHive. A Client or Provider may make a formal complaint to CleanHive by emailing support@cleanhive.com.au, including their name and contact details, the date of the service, the other party involved, a description of the issue, any supporting evidence, and the resolution sought. CleanHive will acknowledge complaints within 5 business days and respond as soon as reasonably practicable. If a complainant is not satisfied with CleanHive's response, they may refer the matter to the relevant Australian state or territory consumer affairs body or the ACCC.

9. Privacy

We handle your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. For details, please see our Privacy Policy.

10. Intellectual Property

All content, trademarks, logos, and intellectual property on the Platform are owned by or licensed to CleanHive Pty Ltd. You may not reproduce, distribute, or use our intellectual property without our prior written consent.

11. Amendments

We may update these Terms from time to time. We will notify registered users of material changes by email or a notice on the Platform. Continued use of the Platform after changes take effect constitutes your acceptance of the revised Terms.

12. Governing Law

These Terms are governed by the laws of the Australian Capital Territory, Australia. Any disputes arising under these Terms will be subject to the exclusive jurisdiction of the courts of the Australian Capital Territory.

13. Platform Exclusivity & Sunset Clause

By registering as a Provider and accepting a job from a Client introduced through the CleanHive Platform, the Provider agrees to the following Platform Exclusivity obligations:

• The Provider agrees to manage all future cleaning bookings with that Client exclusively through the CleanHive Platform and its associated applications for the duration of the Platform Exclusivity Period.
• This obligation applies to all ongoing, recurring, and new cleaning engagements with the same Client or any related property managed by that Client.
• The Provider must not offer, solicit, or arrange services with a CleanHive-introduced Client through any other platform, application, or direct arrangement during the Platform Exclusivity Period, unless otherwise agreed in writing by CleanHive Pty Ltd.

Sunset Clause — Platform Exclusivity Period:

The Platform Exclusivity Period commences on the date the Provider first accepts a booking from a Client introduced through CleanHive and expires twenty-four (24) months after the date of the last completed booking between that Provider and Client recorded on the Platform.

Upon expiry of the Platform Exclusivity Period, the Provider and Client are free to transact directly without further obligation to CleanHive, provided all outstanding fees have been paid and no breach of these Terms has occurred.

CleanHive reserves the right to pursue recovery of lost fees, including the finder's fee equivalent, where a Provider is found to have circumvented the Platform in breach of this clause. Breach of this clause may also result in immediate suspension or permanent removal from the Platform.

14. Contact

If you have questions about these Terms, please contact us at support@cleanhive.com.au.