1. Definitions

1.1 “Services” refers to cleaning and related tasks provided by Cleatra, including but not limited to General Cleaning, Bundle Packages, Deep Cleaning, and Move-In/Move-Out Cleaning.
1.2 “Cleaner” refers to any individual assigned by Cleatra to perform Services, whether as an employee, subcontractor, or agent.
1.3 “Bundle” refers to prepaid packages purchased by Clients for multiple cleaning sessions, subject to validity periods and usage conditions.
1.4 “Premises” refers to the property or location where Services are to be performed.

2. Bookings and Scheduling

2.1 All bookings must be made with a minimum of twenty-four (24) hours’ notice, subject to availability.
2.2 Each booking shall have a minimum duration of two (2) hours. The Client will be charged for this minimum even if Services are completed earlier.
2.3 Same-day or urgent bookings may be accepted at the sole discretion of Cleatra. Additional charges may apply.
2.4 Cleatra reserves the right to decline or reschedule a booking without liability if circumstances prevent proper service delivery (e.g., manpower shortages, emergencies).

3. Client Responsibilities

3.1 Ensure safe and secure access to the Premises, either by being present, providing access cards/keys, or arranging alternative access in advance.
3.2 Provide a safe working environment, including functioning electricity, water, and lighting.
3.3 For General Cleaning and Bundle sessions, the Client shall provide necessary cleaning tools and supplies (vacuum cleaner, mop, bucket, detergents, etc.).
3.4 For Deep Cleaning and Move-In/Move-Out Cleaning, Cleatra shall provide all cleaning tools and supplies.
3.5 The Client shall secure or remove all fragile, valuable, or irreplaceable items prior to service. Cleatra is not responsible for damage to unsecured items.
3.6 Notify Cleatra in advance of any special cleaning requirements, access instructions, or restrictions.

4. Scope and Limitations of Service

4.1 Cleaners will perform only tasks expressly included under the booked Service category. Detailed descriptions are available on the Cleatra website.
4.2 Cleaners shall not:

• Move or lift heavy furniture or appliances
• Work at heights above two (2) meters
• Perform electrical, plumbing, pest control, or mould remediation work
• Provide childcare, cooking, or any non-cleaning services

4.3 Cleatra reserves the right to decline requests that compromise safety, legality, or are outside the agreed scope of Service.

5. Payments

5.1 All payments shall be made via PayNow / Scan & Pay to Cleatra’s UEN.
5.2 Payment is due immediately after completion of the service, preferably before the cleaning team leaves the premises. If immediate payment is not possible, it must be made within the same day unless otherwise agreed in writing.
5.3 Corporate Clients may request invoicing, subject to agreed credit terms.
5.4 Failure to make payment on time may result in service suspension and/or late payment charges.

6. Bundle Packages

6.1 Each session under a Bundle must meet the minimum service duration of two (2) hours.
6.2 Bundles are valid only for the duration stated at purchase (e.g., two months, four months).
6.3 Unused sessions after expiry shall be forfeited with no refund.
6.4 Bundles are non-transferable and non-refundable.
6.5 Early termination by the Client does not entitle them to partial refunds.

7. Cancellations and Rescheduling

7.1 At least twenty-four (24) hours’ notice is required to cancel or reschedule a booking.
7.2 Failure to provide notice will result in forfeiture of the booking, and the Client will remain liable for the full amount.
7.3 Cleatra reserves the right to cancel or reschedule Services at its discretion due to unforeseen circumstances.

8. Insurance and Liability

8.1 All Cleaners are covered under the Work Injury Compensation Act (WICA) and Cleatra’s Public Liability Insurance.
8.2 Cleatra’s liability is limited to the extent of its insurance coverage.
8.3 Cleatra shall not be liable for:

• Pre-existing damage to property or items
• Damage to unsecured, fragile, or irreplaceable items
• Any consequential, indirect, or economic loss suffered by the Client

8.4 Normal wear and tear resulting from cleaning is not considered damage.

9. Damages and Complaints

9.1 Complaints or claims must be made in writing within twenty-four (24) hours of the service.
9.2 Clients must provide supporting evidence (e.g., photographs, receipts).
9.3 If a claim is valid, Cleatra may offer remedies such as repair, replacement, or compensation, subject to insurance limits.
9.4 Claims made after the 24-hour period or without substantiation may be denied.

10. Cleaner Conduct

10.1 Cleaners shall act professionally and respectfully at all times.
10.2 Cleaners shall not smoke, drink, or engage in inappropriate behavior on the Premises.
10.3 Clients must treat Cleaners with courtesy and respect. Abusive conduct may lead to immediate termination of Services without refund.
10.4 Cleatra reserves the right to reassign or replace Cleaners at its discretion.

11. Confidentiality and Data Protection

11.1 Cleatra shall handle all Client data in accordance with its published Privacy Policy.
11.2 Personal data will only be used for providing Services, managing bookings, and fulfilling legal obligations.
11.3 Cleatra will not share Client data with third parties without consent, except as required by law.

12. Termination

12.1 Cleatra may suspend or terminate Services immediately if:

• Payment is not made
• The Premises are unsafe or unsuitable
• The Client engages in abusive, unlawful, or unreasonable conduct
• The Client repeatedly violates this Agreement

12.2 Termination does not affect Cleatra’s right to recover unpaid fees or pursue legal remedies.

13. Force Majeure

Cleatra shall not be liable for delays or failure to perform Services due to events beyond its reasonable control, including natural disasters, accidents, public health emergencies, strikes, or transport disruptions.

14. Amendments

14.1 Cleatra reserves the right to amend or update these Terms & Conditions at any time without prior notice.
14.2 Amendments take effect immediately upon publication on the Company’s website, unless otherwise stated.
14.3 Continued use of Cleatra’s Services constitutes acceptance of the revised Terms.

15. Non-Solicitation of Cleaners

15.1 The Client agrees not to directly employ, engage, or solicit any Cleaner introduced by Cleatra during or within twelve (12) months after the termination of Services.
15.2 Breach of this clause will result in a placement fee of SGD $2,000 per Cleaner as liquidated damages, in addition to other legal remedies.
15.3 This clause protects Cleatra’s investment in recruitment, training, and manpower management.

16. Severability

If any provision of this Agreement is found invalid or unenforceable, the remaining provisions shall remain in full force and effect.

17. Governing Law

This Agreement is governed by the laws of the Republic of Singapore.
Any dispute arising shall be subject to the exclusive jurisdiction of the Singapore courts.