1. Introduction and Acceptance

These Terms and Conditions ("Terms") govern your use of the Spruce platform, website, and services (collectively, "Services"). Spruce Ltd is a company incorporated in England and Wales.

By accessing or using our Services, you agree to be bound by these Terms. If you do not agree to these Terms, you may not use our Services.

2. Definitions

• "Platform" refers to the Spruce website and mobile applications
• "Customer" refers to users seeking cleaning services
• "Cleaner" refers to independent cleaning service providers
• "Booking" refers to a confirmed cleaning service appointment
• "Services" refers to the platform and related services provided by Spruce

3. Platform Services

Spruce operates an online marketplace that connects Customers with independent Cleaners. We facilitate:

• Service discovery and booking
• Payment processing and security
• Communication tools
• Review and rating systems
• Customer support

Important: Spruce acts as an intermediary. The cleaning services are provided directly by independent Cleaners, not by Spruce.

4. User Registration and Accounts

4.1 Account Creation

• You must be at least 18 years old to create an account
• You must provide accurate and complete information
• You are responsible for maintaining account security
• You may only create one account per person

4.2 Account Responsibilities

• Keep your login credentials secure and confidential
• Notify us immediately of any unauthorised account use
• Update your information to keep it current and accurate
• Comply with all applicable laws and regulations

5. Customer Terms

5.1 Booking Services

• Bookings are subject to Cleaner availability and acceptance
• You must provide accurate property and access information
• Payment is required at the time of booking confirmation
• Special requirements must be disclosed before booking

5.2 Property Access and Safety

• Ensure safe and legal access to the property
• Remove or secure valuable and fragile items
• Disclose any hazards or special circumstances
• Ensure pets are safely contained if necessary

5.3 Cancellation Policy

• Free cancellation up to 24 hours before scheduled service
• Cancellations within 24 hours may incur charges
• No-shows are charged the full service amount
• Emergency cancellations will be considered case-by-case

6. Cleaner Terms

6.1 Service Provider Status

• Cleaners are independent contractors, not employees of Spruce
• Cleaners must maintain appropriate insurance and qualifications
• Cleaners are responsible for their own tax obligations
• Cleaners set their own availability and service areas

6.2 Service Standards

• Provide services with reasonable care and skill
• Arrive punctually for confirmed bookings
• Use appropriate and safe cleaning methods
• Respect customer property and privacy

6.3 Background Checks and Verification

• Complete identity and background verification processes
• Maintain valid insurance coverage
• Provide accurate qualifications and experience information
• Submit to periodic re-verification as required

7. Payments and Fees

7.1 Payment Processing

• All payments are processed securely through our payment partners
• Customers are charged at the time of booking confirmation
• Cleaners receive payment within 1-2 business days after service completion
• Spruce retains a service fee from each transaction

7.2 Pricing and Fees

• Service prices are set by individual Cleaners
• Platform fees and payment processing charges apply
• All prices include applicable VAT where required
• Additional charges may apply for extra services or travel

7.3 Refunds and Disputes

• Refunds are processed according to our satisfaction guarantee
• Dispute resolution process is available for service issues
• Refunds typically processed within 5-10 business days
• Chargebacks and payment disputes are handled per payment processor policies

8. Prohibited Activities

Users must not:

• Circumvent the platform for direct payments
• Provide false or misleading information
• Harass, threaten, or discriminate against other users
• Use the platform for illegal activities
• Attempt to hack, damage, or disrupt our services
• Create multiple accounts or fake profiles
• Share account credentials with others
• Use automated systems to access the platform

9. Liability and Insurance

9.1 Platform Liability

Spruce's liability is limited to the maximum extent permitted by law. We are not liable for:

• Quality, safety, or performance of cleaning services
• Damage caused by Cleaners during service delivery
• Disputes between Customers and Cleaners
• Loss or theft of property during cleaning services

9.2 Insurance Requirements

• All Cleaners must maintain public liability insurance (minimum £2 million)
• Insurance must cover cleaning services and property damage
• Proof of insurance must be provided and kept current
• Customers are advised to check their own household insurance coverage

10. Intellectual Property

All content on the Spruce platform, including text, graphics, logos, software, and design, is owned by Spruce or our licensors and protected by intellectual property laws.

You may not copy, modify, distribute, or create derivative works without our written permission.

11. Data Protection and Privacy

Your privacy is important to us. Our Privacy Policy explains how we collect, use, and protect your personal information. By using our Services, you consent to our data practices as described in our Privacy Policy.

12. Termination

We may suspend or terminate your account if you:

• Breach these Terms and Conditions
• Engage in fraudulent or illegal activities
• Receive consistently poor reviews or complaints
• Fail to maintain required insurance or qualifications

You may close your account at any time through your account settings.

13. Governing Law and Disputes

These Terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the English courts.

We encourage users to contact our customer support team to resolve disputes before pursuing legal action.

14. Changes to Terms

We may update these Terms from time to time. Material changes will be communicated via email or platform notification. Your continued use of the Services after changes take effect constitutes acceptance of the new Terms.

15. Contact Information

For questions about these Terms and Conditions, please contact:

Spruce Ltd
Email: legal@spruce.co.uk
Post: Spruce Ltd, Legal Department, [Address], United Kingdom