Terms of Use

Welcome to Cleo! These Terms of Use ("Terms") govern your access to and use of the Cleo mobile application and web platform (collectively, the "Platform") and the household services provided through it. By accessing or using our Platform, you agree to be bound by these Terms.

1. Acceptance of Terms

By creating an account, accessing, or using the Cleo Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, please do not use our Platform.

2. Service Description

Cleo is a household services platform that connects customers with professional service providers ("Cleo Ambassadors") for various home cleaning and maintenance services, including but not limited to:

• Regular Cleaning Services
• Deep Cleaning Services
• Kitchen & Bathroom Cleaning
• Windows, Glass, Balcony & Sofa Cleaning
• Move-In/Move-Out Cleaning
• Gardening Services

3. User Accounts

3.1 Account Registration

• You must be at least 18 years old to create an account and use our services.
• You agree to provide accurate, current, and complete information during registration.
• You are responsible for maintaining the confidentiality of your account credentials.
• You are responsible for all activities that occur under your account.

3.2 Account Security

You must notify Cleo immediately of any unauthorized use of your account or any other breach of security. Cleo will not be liable for any loss or damage arising from your failure to protect your account information.

4. Service Booking & Orders

4.1 Instant Bookings

• You can book services for one-time use by selecting the service category, property type, date, and time.
• All bookings are subject to availability of Cleo Ambassadors.
• You must provide accurate address and contact information for service delivery.

4.2 Subscription Packages

• Cleo Silver: 4 visits per month with 25% discount
• Cleo Gold: 4 visits per 3 months with 27% discount
• Cleo Platinum: 4 visits per 6 months with 30% discount

Subscription customers can customize their package by selecting one or more service categories and scheduling visits according to their chosen plan.

4.3 Service Scheduling

• Services are available between 9:00 AM to 6:00 PM.
• You must schedule services at least 24 hours in advance.
• You may reschedule services up to 12 hours before the scheduled time.

5. Service Delivery

5.1 OTP Verification

• An OTP (One-Time Password) will be displayed on your Cleo app for each scheduled service.
• You must provide the Start OTP to the Cleo Ambassador to begin the service.
• You must provide the Completion OTP to confirm service completion.
• Do not share your OTP with anyone except the assigned Cleo Ambassador.

5.2 Service Standards

• All Cleo Ambassadors are trained, verified, and employed by Cleo.
• Services will be performed professionally and according to Cleo's quality standards.
• You must provide reasonable access to the service area and necessary utilities (water, electricity).

5.3 Customer Responsibilities

• Be present or ensure someone is available at the scheduled time.
• Provide safe working conditions for Cleo Ambassadors.
• Secure valuable items and inform the Ambassador of any areas to avoid.
• Provide accurate information about property size and specific requirements.

6. Pricing & Payment

6.1 Service Charges

• All prices are displayed in INR and include applicable taxes (GST).
• Prices vary based on service category and property type.
• Subscription discounts are automatically applied at checkout.
• Cleo reserves the right to modify pricing with reasonable notice.

6.2 Payment Methods

• Online Payment: Pay through the app using our secure payment gateway after service completion.
• Cash Payment: Pay directly to the Cleo Ambassador upon service completion.

6.3 Payment Terms

• Payment is due immediately upon service completion.
• For subscriptions, full payment is required at the time of subscription purchase.
• Failed payments may result in service suspension.
• Payment invoices are automatically generated and available in your app after payment.

7. Cancellation & Rescheduling

Please refer to our Refund & Cancellation Policy for detailed information about cancellations, rescheduling, and refund eligibility.

8. Feedback & Reviews

• You may provide feedback and rate Cleo Ambassadors and services after completion.
• Feedback must be honest, relevant, and respectful.
• Cleo reserves the right to remove inappropriate or offensive reviews.
• Your feedback helps us improve our service quality.

9. Intellectual Property

• All content on the Cleo Platform, including logos, text, graphics, and software, is owned by Cleo or its licensors.
• You may not copy, modify, distribute, or reverse engineer any part of the Platform.
• The Cleo name, logo, and branding are trademarks of Cleo and may not be used without permission.

10. Privacy & Data Protection

Your privacy is important to us. Please review our Privacy Policy to understand how we collect, use, and protect your personal information.

11. Limitation of Liability

12. Prohibited Conduct

You agree not to:

• Use the Platform for any illegal or unauthorized purpose.
• Harass, abuse, or harm Cleo Ambassadors or staff.
• Provide false information or impersonate others.
• Interfere with or disrupt the Platform's operation.
• Attempt to bypass OTP security measures.
• Use the Platform to solicit Cleo Ambassadors for direct employment.
• Share your account credentials with others.

13. Termination

Cleo reserves the right to suspend or terminate your account at any time for:

• Violation of these Terms
• Fraudulent or illegal activities
• Abusive behavior towards Cleo Ambassadors or staff
• Non-payment of services
• Any other reason at Cleo's sole discretion

14. Dispute Resolution

14.1 Customer Support

For any issues or disputes, please contact our customer support team first at +91 6363849391 or through the app.

14.2 Governing Law

These Terms are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of courts in Bangalore, Karnataka, India.

15. Changes to Terms

• Cleo reserves the right to modify these Terms at any time.
• Changes will be effective upon posting to the Platform.
• Continued use of the Platform after changes constitutes acceptance of modified Terms.
• Material changes will be communicated through the app or email.

16. Contact Information

For questions about these Terms, please contact us:

• Phone: +91 6363849391
• Email: support@cleo.com
• Operating Hours: 9:00 AM - 6:00 PM (Monday to Sunday)

17. Miscellaneous

• Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full effect.
• Waiver: Failure to enforce any provision does not constitute a waiver of that provision.
• Entire Agreement: These Terms, along with our Privacy Policy and Refund & Cancellation Policy, constitute the entire agreement between you and Cleo.