HomeCode of Conduct

Code of Conduct

For Cleaning Providers listed on the CleanBow Marketplace and Directory (UK)
 Version 1.0

1. Purpose

CleanBow exists to help clients find reliable, high quality cleaning providers. This Code of Conduct sets the minimum standards expected from all providers listed on the platform. It protects clients, providers, and the CleanBow brand.

2. Provider Commitments

2.1 Professional conduct

Providers must:

  • Be polite, respectful, and professional at all times.
  • Arrive on time or notify clients as early as possible if delayed.
  • Communicate clearly in plain English, including pricing, inclusions, exclusions, and timescales.
  • Never harass, intimidate, or pressure clients to pay for unagreed work.
  • Treat client property, staff, and visitors with care and respect.

2.2 Honesty and accurate listings

Providers must ensure that:

  • Business details, service areas, insurance, qualifications, and experience are accurate.
  • Images used represent their own work or premises.
  • Pricing claims are clear and not misleading.
  • If subcontractors are used, this must be disclosed where relevant.

2.3 Service quality standards

Providers must:

  • Deliver work to a professional standard appropriate for the service category.
  • Use suitable methods, tools, and products for each surface and environment.
  • Follow a structured cleaning approach, prioritising high-touch points and hygiene critical areas.
  • Carry out basic checks before and after the job and address obvious missed areas before leaving.
  • Provide a clear scope for specialist services such as end of tenancy, deep cleans, mould, kitchens, extraction, and restoration.

2.4 Health and safety and compliance

Providers must:

  • Follow UK health and safety requirements relevant to their work.
  • Use products and chemicals safely and in line with COSHH principles.
  • Use correct PPE when required and keep equipment in safe condition.
  • Assess risks at the job site and take sensible precautions.
  • Never use unlabelled chemicals or unsafe practices.
  • Operate within their competence, particularly for high-risk categories such as biohazard, trauma, high-level cleaning, extraction ductwork, and hazardous waste.

2.5 Safeguarding and access

Providers must:

  • Respect client privacy and confidentiality.
  • Never enter restricted areas without permission.
  • Never photograph clients or private spaces without consent.
  • Handle keys, entry codes, and alarm details responsibly and securely.
  • Follow safeguarding expectations where children, vulnerable adults, or healthcare settings are involved.

2.6 Insurance and liability

Providers must:

  • Maintain public liability insurance at the level required for their category.
  • Provide evidence of insurance when requested.
  • Take reasonable care to prevent damage.
  • Report any accidental damage immediately and agree the next steps in writing.

2.7 Pricing and payments

Providers must:

  • Be transparent about pricing before work starts.
  • Confirm what is included and excluded.
  • Clearly explain any call out fees, minimum hours, or additional charges.
  • Obtain agreement before charging for extra work.
  • Provide receipts or invoices where requested.
  • Avoid price baiting, hidden charges, or changing the quote without justification.

2.8 Client issues, complaints, and resolution

Providers must:

  • Respond to client complaints within 48 hours.
  • Attempt to resolve issues fairly, including returning to rectify reasonable missed areas where appropriate.
  • Keep written records of any disputes, photos of work completed, and agreements.
  • Co-operate with any CleanBow dispute and investigation process.

3. Platform Rules

3.1 Reviews and feedback

Providers must:

  • Not post fake reviews or encourage others to do so.
  • Not offer cash or gifts for positive reviews.
  • Not threaten clients over reviews.
  • Accept genuine feedback and use it to improve.

3.2 Data protection and client information

Providers must:

  • Use client contact details only for the agreed service.
  • Not share, sell, or reuse client data for unrelated marketing without consent.
  • Handle documents and client addresses responsibly.

3.3 Prohibited activity

Providers must not:

  • Misrepresent identity or business status.
  • Use the platform to scam, manipulate, or pressure clients.
  • Engage in discriminatory behaviour.
  • Perform illegal or unsafe cleaning practices.
  • Take on restricted categories without the required verification level.

4. Verification Levels and Conduct Expectations

4.1 Listed providers

Minimum expectation:

  • Accurate profile details
  • Code of Conduct acceptance
  • Professional service delivery
  • Basic complaint handling

4.2 Verified providers

Additional expectations:

  • Valid ID and proof of address
  • Active insurance evidence
  • Reliable response times and basic performance tracking
  • Higher accountability and improved dispute co-operation

4.3 Verified Pro providers

Additional expectations:

  • Evidence of training and competence for specialist categories
  • Method statements or RAMS for higher risk services if requested
  • Enhanced safeguarding where applicable
  • Strong track record and consistent service standards

5. Enforcement and consequences

CleanBow may:

  • Request updated documents or clarification at any time.
  • Remove categories from a provider profile if verification lapses.
  • Suspend listings while investigating complaints.
  • Remove providers from the platform for repeated breaches or serious misconduct.

Typical outcomes:

  • Warning and improvement requirement
  • Temporary suspension
  • Removal from directory
  • Permanent ban for fraud, harassment, or serious safety breaches

6. Agreement

By creating a provider listing on CleanBow, the provider confirms they:

  • Have read and understood this Code of Conduct
  • Agree to comply with it
  • Accept CleanBow’s right to enforce standards for marketplace safety and quality.

 

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