Terms and Conditions

Effective Date: January 1, 2026

Last Updated: March 2026

Applicable in: Republic of Bulgaria

Platform: iOS & Android Mobile Application

Please read these Terms and Conditions carefully before using the CleanBook Bulgaria application. By creating an account or using our services, you agree to be bound by these terms.

1. Introduction

Welcome to CleanBook Bulgaria ("CleanBook", "we", "our", or "us"). CleanBook is a mobile platform that connects customers seeking home cleaning services with independent cleaning professionals ("Cleaners") in Sofia, Bulgaria.

These Terms and Conditions ("Terms") govern your access to and use of the CleanBook mobile application ("App"), including all features, services, and content offered through the App.

By downloading, installing, or using the App, you confirm that you have read, understood, and agree to these Terms. If you do not agree, you must not use the App.

2. Definitions

For the purposes of these Terms, the following definitions apply:

  • "Customer" means any individual who registers on the App to search for and book cleaning services.
  • "Cleaner" or "Provider" means any individual who registers on the App to offer home cleaning services.
  • "User" means any person using the App, whether as a Customer or a Cleaner.
  • "Booking" means a confirmed reservation of a Cleaner's services by a Customer through the App.
  • "Services" means the home cleaning services provided by Cleaners to Customers.
  • "Platform Fee" means the commission charged by CleanBook on each completed Booking.
  • "Content" means any text, images, ratings, reviews, or other material submitted by Users.

3. Eligibility

3.1 Age Requirement

You must be at least 18 years of age to use CleanBook. By registering, you confirm that you meet this requirement.

3.2 Account Registration

To use the App, you must create an account and provide accurate, complete, and current information. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.

3.3 One Account Per Person

Each User may maintain only one active account. Creating multiple accounts to circumvent restrictions or bans is prohibited and may result in permanent removal from the platform.

4. Customer Terms

4.1 Booking a Cleaner

Customers may browse available Cleaners, view their profiles, ratings, and services, and book a Cleaner through the App. A Booking is confirmed only after the Cleaner accepts the request and payment is successfully processed.

4.2 Payment

All payments must be made through the App using the available payment methods (currently Stripe). CleanBook processes payments on behalf of Cleaners. By submitting a payment, you authorise CleanBook to charge your selected payment method for the agreed amount.

4.3 Cancellations & Refunds

Customers may cancel a Booking subject to the following policy:

  • Cancellations made more than 24 hours before the scheduled service: full refund.
  • Cancellations made between 2 and 24 hours before the scheduled service: 50% refund.
  • Cancellations made less than 2 hours before the scheduled service: no refund.

Refunds, where applicable, will be returned to the original payment method within 5-10 business days.

4.4 Rescheduling

Customers may request to reschedule a Booking at no charge if done more than 24 hours in advance, subject to the Cleaner's availability. Rescheduling within 24 hours of the appointment is treated as a cancellation and the above cancellation policy applies.

4.5 Customer Responsibilities

Customers agree to:

  • Ensure that the property is accessible at the agreed time.
  • Provide accurate address and access information.
  • Treat Cleaners with respect and dignity.
  • Not request services outside the scope agreed at the time of Booking.
  • Not attempt to engage Cleaners for services outside the App to avoid platform fees.

5. Cleaner (Provider) Terms

5.1 Registration & Verification

To offer services on CleanBook, Cleaners must complete the registration process, which includes identity verification and background screening. CleanBook reserves the right to approve or reject any Cleaner application at its sole discretion.

5.2 Independent Contractor Status

Cleaners are independent contractors and not employees, agents, or partners of CleanBook. CleanBook does not direct or control the manner in which Cleaners perform their services. Cleaners are solely responsible for their own taxes, insurance, and compliance with applicable Bulgarian labour laws.

5.3 Service Standards

Cleaners agree to:

  • Arrive on time for all confirmed Bookings.
  • Perform services professionally and to a high standard.
  • Bring their own cleaning equipment and supplies unless otherwise agreed with the Customer.
  • Treat Customers' property and personal belongings with care and respect.
  • Notify CleanBook and the Customer promptly in the event of any cancellation.

5.4 Earnings & Payouts

Cleaners receive payment for completed Bookings minus the CleanBook platform fee (commission rate is displayed in the App and may be updated with 14 days' notice). Payouts are processed on a weekly basis to the Cleaner's registered bank account (IBAN). CleanBook is not responsible for delays caused by banking intermediaries.

5.5 Cleaner Conduct

Cleaners must not:

  • Solicit Customers to pay for services outside the App.
  • Share Customers' personal information with third parties.
  • Accept Bookings they cannot fulfil.
  • Engage in any fraudulent, abusive, or unprofessional behaviour.

6. In-App Communication

CleanBook provides an in-app messaging feature for communication between Customers and Cleaners. All communications through the App are subject to monitoring for safety and quality purposes.

The App includes a built-in translation feature powered by a third-party API (Google Translate or DeepL) to facilitate communication between Bulgarian and English-speaking users. CleanBook does not guarantee the accuracy of translations and is not liable for misunderstandings arising from translation errors.

Users must not use the messaging feature to share personal contact details (phone numbers, email addresses) for the purpose of arranging services outside the platform.

7. Ratings and Reviews

After a completed service, Customers may leave a star rating and written review for the Cleaner. Cleaners may view but not respond to reviews through the App.

Reviews must be honest, accurate, and respectful. CleanBook reserves the right to remove reviews that contain offensive language, false information, or violate these Terms. Manipulating ratings (e.g. incentivising positive reviews or posting false negative reviews) is strictly prohibited.

8. Prohibited Conduct

All Users agree not to:

  • Use the App for any unlawful purpose.
  • Impersonate any person or entity.
  • Post false, misleading, or defamatory content.
  • Attempt to gain unauthorised access to other accounts or platform systems.
  • Upload viruses, malware, or harmful code.
  • Engage in harassment, abuse, or discrimination of any kind.
  • Circumvent, disable, or interfere with security features of the App.
  • Use automated tools, bots, or scrapers to access the platform.

Violation of these rules may result in immediate suspension or permanent removal from the platform without refund.

9. Privacy and Data Protection

CleanBook collects and processes personal data in accordance with our Privacy Policy and applicable Bulgarian and EU data protection law, including the General Data Protection Regulation (GDPR).

By using the App, you consent to the collection, storage, and processing of your personal data as described in our Privacy Policy. You have the right to access, correct, or request deletion of your data at any time by contacting us.

CleanBook does not sell personal data to third parties. Data may be shared with service providers (e.g. payment processors, translation APIs) solely for the purpose of operating the platform.

10. Intellectual Property

All content, design, code, logos, and trademarks within the CleanBook App are the exclusive property of CleanBook Bulgaria and are protected under applicable intellectual property laws.

Users are granted a limited, non-exclusive, non-transferable licence to use the App for its intended purpose. You may not copy, modify, distribute, or create derivative works from any part of the App without prior written permission.

11. Limitation of Liability

CleanBook operates as a marketplace connecting Customers and Cleaners. CleanBook is not a cleaning company and does not employ Cleaners. Accordingly:

  • CleanBook is not responsible for the quality of cleaning services performed by Cleaners.
  • CleanBook is not liable for any damage to property, theft, injury, or loss that occurs during or as a result of a Booking.
  • CleanBook is not liable for any indirect, incidental, or consequential damages arising from use of the App.
  • CleanBook's total liability to any User shall not exceed the total fees paid by that User to CleanBook in the 3 months preceding the event giving rise to the claim.

Note: Nothing in these Terms limits CleanBook's liability for fraud, death, or personal injury caused by CleanBook's own negligence.

12. Disputes Between Users

In the event of a dispute between a Customer and a Cleaner, CleanBook may, at its discretion, assist in mediating the dispute. CleanBook's decision in such matters is final.

Disputes regarding payments or refunds must be raised within 7 days of the relevant Booking. CleanBook will investigate and respond within 10 business days.

CleanBook reserves the right to issue refunds, adjust earnings, or take other corrective action as it deems appropriate.

13. Account Termination

13.1 Termination by User

Users may delete their account at any time through the App settings. Outstanding balances (for Cleaners) will be settled before the account is closed.

13.2 Termination by CleanBook

CleanBook reserves the right to suspend or permanently terminate any User's account, with or without notice, for:

  • Violation of these Terms.
  • Fraudulent, abusive, or harmful behaviour.
  • Actions that damage the reputation or safety of the platform.
  • Non-payment or repeated payment failures.

Terminated accounts will not receive refunds for platform fees already charged.

14. Changes to These Terms

CleanBook may update these Terms at any time. When changes are made, Users will be notified through the App and/or by email at least 14 days before the changes take effect.

Continued use of the App after the effective date of updated Terms constitutes acceptance of the new Terms. If you do not agree with the changes, you must stop using the App and delete your account.

15. Governing Law

These Terms are governed by the laws of the Republic of Bulgaria. Any disputes arising from these Terms or your use of the App shall be subject to the exclusive jurisdiction of the competent courts in Sofia, Bulgaria.

For Users who are consumers, mandatory consumer protection provisions under Bulgarian and EU law apply and are not affected by these Terms.

16. Contact Information

If you have any questions about these Terms and Conditions, please contact us:

CleanBook Bulgaria

By using CleanBook Bulgaria, you acknowledge that you have read, understood, and agree to these Terms and Conditions.

CleanBook Bulgaria | Sofia, Bulgaria | 2026