Terms of Service

Platform Terms

• Platform: The Töötaminuga website operated by Töötaminuga OÜ.
• Services: Cleaning services provided through our platform: regular, deep, move-out and post-renovation cleaning.
• User: Anyone who accesses or uses our platform, including both clients and cleaners.

User Types

• Client: A person who books cleaning services through the platform.
• Cleaner: A service provider who offers cleaning services through the platform.
• Booking: A scheduled cleaning service appointment created through the platform.

Our Role

• Facilitate connections between clients and service providers
• Manage bookings and coordinate payment processing through third-party payment providers (such as Stripe)
• Provide customer support and handle service-related dispute resolution (payment disputes are handled by the payment processor)
• Maintain platform functionality and security

Service Types

• Regular Cleaning: Standard cleaning services for routine maintenance of residential properties
• Deep Cleaning: Intensive cleaning services for thorough cleaning of all areas, including hard-to-reach spaces
• Move-out Cleaning: Cleaning of a home before or after moving
• Post-renovation Cleaning: Cleaning after building or renovation work
• Services may be booked as one-time appointments or recurring bookings

Required Information

• First name and surname
• Valid email address
• Phone number
• Date of birth
• Secure password

Account Requirements

• You must be at least 18 years old to create an account
• You are responsible for maintaining the confidentiality of your account credentials
• You must notify us immediately of any unauthorized use of your account
• You are responsible for all activities that occur under your account
• You must provide accurate and truthful information at all times

Communications and Marketing

By creating an account, you agree to receive communications from us, including:

• Service-Related Communications: Booking confirmations, service updates, account notifications, and other essential platform communications (these cannot be unsubscribed from as they are necessary for platform operation)
• Marketing Communications: Periodic marketing emails, promotional offers, service updates, cleaning tips, and other marketing content

Unsubscribe Option:

• You may unsubscribe from marketing communications at any time by:
  • Clicking the unsubscribe link in any marketing email, OR
  • Adjusting your email preferences in your account settings
• Unsubscribing from marketing communications will not affect your receipt of essential service-related communications
• Both clients and service providers may receive marketing communications unless they choose to unsubscribe

Service Provider Registration Requirements

To register as a service provider (cleaner) on our platform, you must meet the following mandatory requirements:

Important: No individual without proper work authorization is permitted to work on our platform, as this would breach Estonian employment and immigration laws. We reserve the right to verify these requirements and terminate accounts that do not comply.

Client Responsibilities

• Provide accurate contact information and service address
• Ensure safe and accessible entry to the property for cleaners
• Provide cleaning supplies and materials for service providers to use during the cleaning service
• Pay for services as agreed upon booking
• Be home, or arrange access to the property, at the booked time
• Treat cleaners with respect and maintain a professional environment
• Confirm the service, or report a problem, within 12 hours after the cleaner marks it as done
• Ensure the property is safe and free from hazards that may endanger cleaners

Cleaner Responsibilities

• Provide professional, high-quality cleaning services as described
• Answer booking requests within 6 hours
• Arrive on time, check in at the address in the app, and complete work within the scheduled time frame
• Maintain professional conduct and respect client property at all times
• Carry appropriate insurance (cleaners are responsible for their own insurance as the platform does not provide insurance coverage) and follow all safety protocols
• Use only approved cleaning products and methods as agreed with the client
• Report any property damage or issues discovered during service immediately
• Maintain confidentiality regarding client information and property details

Payment Requirements

• Payment is required in full before the service commences
• All payments are processed through secure third-party payment providers (such as Stripe). We do not directly process payments.
• We accept credit and debit cards, including Apple Pay where available
• Payment must be completed to confirm and secure your booking
• You receive a payment receipt by email and can download it from your booking. The receipt is not a VAT invoice

Pricing Structure

• Service prices are based on the cleaner's hourly rate, multiplied by the estimated number of hours
• Prices may vary based on location, time of day, apartment size, and other factors
• A service fee of 10% of the cleaning price is added on top and paid by the client to cover platform operations
• All prices displayed on the platform are final and include all applicable fees
• Additional charges for extra services must be agreed upon between the client and cleaner before service commencement

Refund Processing

• Refunds, when applicable, will be processed according to our cancellation and refund policy
• Refunds are typically processed within 5-10 business days after approval
• Refunds will be issued to the original payment method used for the booking

Service Provider Payments

• Service providers are paid weekly, on Mondays, for bookings that are completed: confirmed by the client, or 12 hours after the cleaner marked them done without a reported problem
• Payments are sent to the service provider's Stripe payout account; Stripe then pays them out to their bank account on its usual schedule
• Service providers receive their full price. The platform charges them no commission: the service fee is paid by the client
• Each payout comes with a payout statement listing the jobs, any bonuses and any deductions
• Payouts may be held while a problem report or a card chargeback on the booking is open

Cancellation by Client

• 24 hours or more before the start: Free cancellation with a full refund
• Between 24 and 12 hours before the start: Half of the cleaning price is refunded. The other half goes to the cleaner who kept the time free for you. The service fee is not refunded.
• Less than 12 hours before the start: No refund. The cleaner receives the full cleaning price.
• Always free: within 15 minutes of paying; when the booking was made less than 24 hours before the start; when no cleaner has accepted the booking yet; or when a cleaner has already cancelled this booking.
• Your account shows the exact refund before you confirm a cancellation
• Cleaner can't get in: if the cleaner checks in at your address but can't get in, we ask you to confirm within 24 hours. If you weren't home, half of the cleaning price goes to the cleaner and the service fee is kept; the rest is refunded. If you were home, our team reviews what happened.
• Cancellations must be made through your account dashboard or by contacting customer support

Cancellation by Cleaner

• If a cleaner cancels a booking, you will receive a full refund of all amounts paid, including the service fee, or you can choose another cleaner
• A cleaner who cancels less than 24 hours before the start receives a strike; repeated strikes lead to an account review
• If a cleaner doesn't come, report it in your booking within 12 hours of the start time. The cleaner has 24 hours to respond. If they don't, or our review confirms your report, you receive a full refund including the service fee
• You can choose another cleaner for the same time within 12 hours
• If no other cleaner is available, or you don't choose one within 12 hours, you are refunded in full automatically
• You will be notified immediately if a cleaner cancels your booking

Refund Processing

• Approved refunds are processed within 5-10 business days
• Refunds are issued to the original payment method used for the booking
• Processing times may vary depending on your payment provider

Quality Expectations

• Cleaners are expected to provide professional, thorough cleaning services as described
• Services should be completed within the scheduled time frame
• Cleaners should use appropriate cleaning products and methods

Satisfaction Guarantee

• Your cleaner may take before-and-after photos of the cleaned areas as a record of the job. They are private to your booking, deleted after 90 days, and you can turn photos off in your booking before the cleaning
• If you are not satisfied with the service quality, report the problem in your booking within 12 hours after the cleaner marks it as done. Otherwise the booking completes automatically
• We will investigate the issue and may arrange for a re-cleaning at no additional cost
• In cases of significant service failure, we may provide a partial or full refund at our discretion
• Satisfaction claims must be supported by evidence such as photos or detailed descriptions

Dispute Resolution

• We provide dispute resolution services for service quality issues between clients and service providers
• Card payment disputes with your bank (chargebacks) are handled by the payment processor (Stripe) and your bank. Please contact us first: most problems are solved faster that way
• If a payment is disputed with the bank before the service takes place, the booking is cancelled automatically and the cleaner is told not to come
• Service-related disputes should be reported through your account dashboard or by contacting customer support
• We will review service disputes and make decisions based on available evidence and platform policies
• Our decisions regarding service disputes are final, but we strive to be fair and reasonable in all cases

Our Limitations

• We do not guarantee the quality, safety, or outcome of individual cleaning services
• We are not liable for any damage to property that occurs during or as a result of cleaning services
• We are not responsible for the actions, omissions, or conduct of individual cleaners or clients
• Our liability is limited to the amount you paid for the specific service in question
• We are not liable for any indirect, incidental, or consequential damages
• We provide dispute resolution services for service quality issues, but payment disputes are handled by the payment processor. We are not responsible for the outcomes of payment disputes.

Cleaner Liability

Cleaners are independent service providers and are responsible for their own insurance (the platform does not provide insurance coverage), taxes, and compliance with applicable laws.

Platform Ownership

• You may not copy, reproduce, distribute, or create derivative works from any platform content without our express written permission
• The Töötaminuga name and logo are trademarks of Töötaminuga OÜ
• Unauthorized use of our trademarks is prohibited and may result in legal action

User Content

• You retain ownership of any content you submit to the platform (reviews, photos, etc.)
• By submitting content, you grant us a license to use, display, and distribute that content on the platform
• You are responsible for ensuring you have the right to submit any content you provide

Third-Party Content

Some images and visual content used on the platform are sourced from Pexels.com under their open source license. These images are used in accordance with Pexels' licensing terms. Users should respect the licensing terms of all third-party content used on the platform.

Termination by Platform

We reserve the right to suspend or terminate your account at any time, with or without notice, for any reason, including but not limited to:

• Violation of these Terms of Service
• Fraudulent or illegal activity
• Abuse of the platform or other users
• Non-payment of fees or charges
• Any other reason we deem necessary to protect the platform

Termination by User

You may close your account at any time through your account settings or by contacting customer support.

Effect of Termination

• Upon termination, your right to use the platform immediately ceases
• Active bookings may be cancelled according to our cancellation policy
• We may retain your account information as required by law or for legitimate business purposes
• Provisions of these terms that by their nature should survive termination will remain in effect

Jurisdiction

Any disputes arising from or relating to these terms or the platform shall be subject to the exclusive jurisdiction of the courts of Estonia. You agree to submit to the personal jurisdiction of such courts for the purpose of litigating any such disputes.

Töötaminuga OÜ

• Registry Code: 17334426
• Address: Amburi 15, Tallinn, Estonia 10115
• Email: info@tootaminuga.ee
• Phone: +372 58589272