Terms of Service

These terms govern your use of leestly. By using the apps, website or AI connector you agree to them. In these terms leestlymeans the provider of the service ("we", "us").

1. The service

leestly is a marketplace that connects Clients who want home cleaning with independent Cleaners. We facilitate discovery, booking, scheduling, communication and payment. The cleaning itself is performed by independent Cleaners, not by leestly. You can use leestly through our mobile apps or a connected third-party AI assistant.

2. Who you contract with

leestly is a trading name of Nextorn Ltd, a company registered in England and Wales, company number 16923783. Registered office: 4 Beckett House, Wallingford Street, Wantage, OX12 8AZ. That is the company you are contracting with when you agree to these terms, and the address to write to.

When you book a clean, two relationships exist side by side:

• With us, for the platform — matching, scheduling, messaging, handling your payment and supporting you if something goes wrong. These terms govern that relationship.
• With the Cleaner, for the cleaning itself. Every Cleaner is self-employed and runs their own business. They are not our employees, and apart from collecting your payment on their behalf they do not act as our agents. You see the Cleaner's name, photo and rating before the job, and the contract for the cleaning work is between you and that person.

Cleaners are matched after your payment is authorized, so on some bookings you agree the price and these terms before you know which Cleaner will come. You can ask us for the trading details of the Cleaner assigned to your booking at any time — support@leestly.com.

3. Eligibility & accounts

You must be at least 18 and able to enter a contract. You are responsible for your account credentials and for activity under your account, and for keeping your information accurate.

4. Bookings & cleaning services

When you place an order you request a cleaning at a chosen address, time and service type. Prices are shown before you pay and calculated by our pricing engine (service type, area / rooms, optional add-ons such as an urgent surcharge, any subscription discount). The total confirmed at checkout is authoritative: apart from anything you choose to add later and the cancellation charges in section 7, we do not add charges to a booking that you were not shown before you paid. Cleaners are matched after payment authorization; we cannot promise that every request will be matched, and if none is found you are not charged.

The contract between you and us is concluded when we confirm your booking in the app (or in the assistant, if you booked through the AI connector). That confirmation is the moment the 14-day period in section 6 starts to run.

5. Payments (authorize-then-capture)

Payments are processed by Stripe; by paying you also agree to Stripe's terms. We authorize (hold) the amount when you book and capture (charge) it only after the cleaning is completed. Refunds and cancellation charges follow section 6 (your statutory right to cancel) and section 7 (our booking cancellation policy). Cleaner payouts are made via Stripe Connect after a holding period, less our service fee.

6. Your right to cancel within 14 days

You book through an app or a website without meeting us face to face, so a booking is a distance contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are a consumer, you have the right to cancel that contract within 14 days without giving any reason and without paying a penalty.

The cancellation period ends 14 days after the day the contract is concluded — that is, 14 days from the day we confirm your booking, not from the day of the clean.

This right stands on its own. It is in addition to our booking cancellation policy in section 7 and to your other statutory rights; it is not an alternative to them, and neither one takes the other away.

How to cancel

To exercise the right, tell us before the 14 days are up that you have decided to cancel. Any clear statement is enough. You can cancel the booking in the app, or email support@leestly.com with your name, your address, the booking reference and the date you booked. You may use the model cancellation form below, but you do not have to. To meet the deadline it is enough that you send your message before the cancellation period ends.

If you cancel under this section we reimburse all payments received from you, using the same means of payment you used, without undue delay and no later than 14 days after the day we are told of your decision — subject only to the proportionate payment described below. The £2.50 cancellation fee in section 7 does not apply to a cancellation under this section.

If you ask us to start within the 14 days

Most cleans are booked for a date sooner than 14 days away, so this is the normal case rather than the exception. When the clean you book falls inside the cancellation period, the app asks you to confirm the following before you pay:

"I request that the cleaning begins before the 14-day cancellation period ends, and I understand that I will lose my right to cancel once it has been fully performed."

Making that request does not take the right away by itself. You keep it until the cleaning has been fully performed. You lose it only when all three of these are true: you expressly asked for the cleaning to begin during the cancellation period; the cleaning has been fully performed; and you acknowledged, when you made that request, that you would lose the right to cancel once it had been.

If you cancel under this section after the cleaning has started at your request but before it is finished, you pay a proportionate amount for what has been supplied up to the moment you tell us you are cancelling, measured against the full price of the booking. We refund the balance. If the cleaning has not started, you pay nothing.

When the right is lost

The 14-day right ends in one of two ways:

• the 14-day period expires without you cancelling; or
• the cleaning is fully performed, where you expressly asked for it to begin during the period and acknowledged that you would lose the right once it was fully performed.

Losing the 14-day right does not affect section 7, and it does not affect your rights if the cleaning was not carried out with reasonable care and skill.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.

• To leestly, Nextorn Ltd, 4 Beckett House, Wallingford Street, Wantage, OX12 8AZ, support@leestly.com:
• I / We [*] hereby give notice that I / We [*] cancel my / our [*] contract for the supply of the following service: [booking reference and service booked]
• Ordered on [*] / received on [*]
• Name of consumer(s)
• Address of consumer(s)
• Signature of consumer(s) (only if this form is notified on paper)
• Date
• [*] Delete as appropriate.

7. Our booking cancellation policy

Separately from section 6, you can cancel or reschedule a booking in the app at any time. You always see the exact refund before you confirm a cancellation. What comes back depends on how close to the start time you cancel:

The £2.50 cancellation fee applies to each tier above where you are the one cancelling and a refund is due. It is never charged when the cancellation is not your doing. Your first reschedule of a booking is free.

This policy is our commercial policy. It applies alongside your statutory right in section 6, and where the two point at different outcomes for the same booking, the one that is better for you applies.

8. Complaints and dispute resolution

If something goes wrong, tell us first: support@leestly.com. We aim to reply within one business day and to resolve complaints ourselves.

We are not currently a member of an alternative dispute resolution (ADR) scheme and we are not required to use one. If we cannot settle a complaint between us, we will tell you that we consider our complaints procedure exhausted and whether we are willing to use a certified ADR provider. Free, independent consumer advice is available from the Citizens Advice consumer service at citizensadvice.org.uk. You can also take a dispute to the courts (section 15). Nothing in this section affects your statutory rights.

9. Conduct

Do not misuse the service: no unlawful, fraudulent, abusive or harassing behaviour, no attempts to circumvent payment, and no off-platform solicitation that bypasses leestly. We may suspend or terminate accounts that breach these terms.

10. Reviews & content

You are responsible for content you submit (reviews, chat, photos) and must not post unlawful or infringing content. We may moderate or remove content and provide user blocking / muting.

11. AI connector

You may connect leestly to a third-party AI assistant. You authorize the connection and the actions taken through it (e.g. drafting orders, creating payment links) and remain responsible for orders you confirm. We issue a separate, revocable, scoped token per connection; revoking it does not affect your mobile app session. A booking made through the connector is a distance contract in the same way as one made in the app, and section 6 applies to it unchanged.

12. Cleaners (additional terms)

Cleaners are independent contractors, not employees of leestly. Additional terms govern verification, payouts, conduct and ratings.

13. Disclaimers & liability

The service is provided "as is". To the extent permitted by law, we are not liable for the acts or omissions of independent Cleaners or Clients. Nothing in these terms excludes liability that cannot be excluded under UK law, including your statutory consumer rights.

14. Changes

We may update these terms; material changes will be notified in-app or by email and take effect on the date posted. The terms that apply to a booking are the ones in force when you made it.

15. Governing law

These terms are governed by the laws of England and Wales, subject to its courts, without affecting your mandatory consumer rights.

16. Contact

leestly is a trading name of Nextorn Ltd, a company registered in England and Wales, company number 16923783. Registered office and postal address: 4 Beckett House, Wallingford Street, Wantage, OX12 8AZ.

Bookings, payments, refunds and cancellations: support@leestly.com. Everything else: hello@leestly.com. See also our Privacy Policy.