1. The platform
Cristal Cleaning Services operates a marketplace that helps customers publish cleaning opportunities and helps independent cleaning providers discover and respond to them. Unless a page expressly says otherwise, Cristal is not the cleaner, employer, employment agency, landlord, property manager or agent of either marketplace party.
Profiles, reviews, verification indicators and marketplace tools help users make decisions, but they are not a guarantee that a user will be suitable for a particular job.
2. Accounts and eligibility
You must be at least 18 years old and provide accurate information. Keep your credentials secure and notify us if you believe your account has been compromised.
Providers may not create duplicate accounts to obtain repeated starter credits, evade moderation, manipulate reviews or bypass marketplace limits. We may use phone identity, transaction history and other proportionate anti-abuse signals to enforce this rule.
3. Cleaning requests, lead unlocks and contact details
Customers are responsible for describing the requested work accurately, including any material access, condition, timing or safety information. The platform may calculate a lead-quality score and a credit unlock price using the service category and completeness of the request.
Customer phone/email details are not generally public on an open request. Eligible providers may unlock those details by spending the displayed number of credits, subject to the response limit. An unlock buys access to the opportunity—it does not guarantee a reply, quote acceptance or cleaning job.
Unlocked customer details may be used only for the relevant opportunity and reasonable follow-up connected with it. Scraping, resale, publication or unrelated marketing is prohibited.
4. Credits
Credits are an internal marketplace unit used for features such as lead unlocks. Credit prices may differ between leads based on service type, lead completeness and other clearly displayed marketplace factors.
Starter/reward credits may have eligibility rules, one-time limits or anti-abuse conditions. Credits are personal to the account, are not transferable unless we expressly provide otherwise, and do not represent cash or stored money.
Paid-credit refund rights depend on the circumstances and applicable law. Nothing in these Terms removes statutory rights that cannot lawfully be excluded.
5. Cristal Plus
Cristal Plus is an optional provider subscription that may include promoted placement, a richer public storefront, visible contact/website details, service-specific pricing and other features described on the Plus page. Features can evolve as long as we do not misrepresent the subscription being sold.
Subscription price, billing frequency and any cancellation options must be shown before purchase. Cancelling Plus stops future renewal according to the cancellation flow but does not erase marketplace history. Statutory consumer rights, where applicable, remain unaffected.
6. Quotes and the cleaning contract
A provider controls its own quote, availability and service terms. A customer controls whether to accept. Unless Cristal explicitly becomes merchant of record for a particular transaction, the cleaning-service agreement is between the customer and provider.
Users should agree the scope, price, date, access arrangements, supplies/equipment, cancellation terms and any VAT treatment before work begins. Providers are responsible for their own insurance, registrations, staff, taxes and legal obligations.
7. Reviews and public content
Reviews should reflect genuine experience. Users may upload profile information, photographs and descriptions only when they have the right to do so. By publishing content on Cristal, you give us a non-exclusive licence to host, display, resize and use it as needed to operate and promote the marketplace.
We may remove content, restrict accounts or preserve an unavailable state where content violates these Terms, law, safety requirements or marketplace integrity rules.
8. Prohibited conduct
- Fraud, impersonation or false verification claims.
- Duplicate-account or referral/reward abuse.
- Harassment, threats or discriminatory conduct.
- Scraping, harvesting or reselling customer/provider data.
- Manipulating reviews, lead slots, quotes or platform metrics.
- Uploading unlawful, infringing, deceptive or malicious content.
- Attempting to interfere with security, payments or platform availability.
9. Payments to Cristal
Credit packs and Plus subscriptions are processed through the payment method shown at checkout. Cristal keeps its own transaction/credit ledger while third-party payment processors handle card processing. A payment is not treated as completed solely because a browser displays a success URL; the platform verifies the processor transaction before crediting the account or activating Plus.
If a charge appears incorrect, contact cristal@cristalcleaningservices.co.uk. Do not initiate an abusive chargeback for a correctly delivered service.
10. Taxes and platform reporting
Providers are responsible for understanding and meeting their own tax obligations. Where digital-platform reporting rules apply, Cristal may be required to collect, verify, retain and report seller identity, tax or transaction information to HMRC or another competent authority.
11. Availability, changes and moderation
We may change or discontinue platform features, perform maintenance, adjust lead pricing or introduce reasonable limits. We aim to make important commercial changes clear before they apply.
We may suspend or restrict accounts to protect users, comply with law, investigate abuse or enforce these Terms. Where practical, moderation should preserve necessary transaction/audit history rather than destructively deleting records.
12. Liability
Nothing in these Terms excludes liability that cannot legally be excluded. Subject to that, Cristal is not responsible for the quality, legality, safety or performance of cleaning work agreed directly between marketplace users, or for indirect losses that were not reasonably foreseeable from our breach.
Users are responsible for taking reasonable precautions before allowing access to a property or accepting work, including confirming identity, scope and any insurance or verification important to them.
13. Governing law, changes and contact
These Terms are governed by the law of England and Wales, subject to any mandatory rights that apply where a user lives. Courts with jurisdiction under applicable law may hear disputes.
Questions or complaints: cristal@cristalcleaningservices.co.uk.
We may update these Terms as the marketplace evolves. If a change materially affects existing paid services, we will provide reasonable notice where required.