Terms and Conditions
The Standard Terms and Conditions herein below ("T&C" or "Terms") shall be read carefully before
using this mobile application or this website. These Terms are a set of rules and guidelines that
Users/Customers of this Application must agree to accept, in order to register an account and or use our
Services. The Terms include those additional terms, conditions and policies referenced herein and or
available by links used herein below.
1. Definitions
The following words shall have the meaning assigned to each word as per the below definitions.
Applicable Law/s: All applicable laws, rules, regulations or government notifications of the State of
Qatar.
Application or App or Platform: means the Cleano mobile Application or website or such platform
meant to be used by laundry shop/outlet owners or customers for related services.
Customer/User: means any person (including entity) who uses the Application or Platform for
purchasing the Services (as defined below), referred to as 'You' and all the registered Users of the
Application as well.
Delivery Partners/agents: Any third-party service provider/s, an entity or individual/s partnered with the
Application providing pick-up and delivery services of the Orders, as initiated by Users and partner
traders through the Platform.
Event Outside of Control: any occurrence or situation not in our control including (without limitation)
the unavailability of any Service Provider, without which we may be unable to provide the Services;
Item/Material: any cloth, garment, dress or laundry material or article in connection with an Order;
Order: Order of a Customer for the Services, submitted via the App/Platform;
Services: Services to be provided to Customers through the App, including Order Services i.e., laundry
related services.
Service Providers: shall mean laundry owners or shops or outlets, traders, delivery men, agents or their
authorized representatives or any third party providing the customers with the Services; either partnered
with the Application or otherwise.
Terms: shall mean the Terms and Conditions herein, as amended from time to time;
"we", "us" "our" etc. refer to the Company/owner, of Cleano App
2. Accepting the Terms
2.1. By accepting these Terms, you agree to comply with and be bound by these Terms and Conditions.
These Terms apply to all users of the site, including without limitation all users, vendors,
customers, delivery agents and or merchants. If you do not agree to or accept the Terms and
Conditions, then you may not access or register an account on the Website/Application or use any
Services showcased therein.
2.2. We reserve the right to update or amend any part of these Terms on a regular basis while adding
new Services at any time, without any prior notice; it is the current version which shall apply to
each Order when you place it. If we believe that the changes are material, we notify the
User/Customer through the Website/Application or subscription email. Any changes are deemed
effective upon updating the Terms. It is your responsibility to check this page regularly to
understand and be updated yourself about the Services and Terms. Your continued use of or access
to the Website/Application following the updating, constitutes acceptance of those changes.
2.3. By accepting the Terms, the User agrees not to impersonate any other person or entity or to use a
false name or an unauthorized name.
3. About the Application
3.1. Cleano App is an online virtual market that facilitates or coordinates your needs by providing
multiple Service Providers and Services through it as an 'all in one' place laundry related services.
3.2. The Application allows the Users to search for the Service Providers and engage with them within
a stipulated time.
3.3. Through the Platform, we shall provide you with a portal to purchase online Services of your choice
offered by the Partner laundry shops or delivery partners. Users can access the Services of the
Partners listed on the Platform and place orders through the Platform, which Partners may or may
not accept at their absolute discretion.
3.4. By using this App or Platform, you, as a User/Customer can order the Services such as clothes
washing, ironing or dry cleaning or any available laundry related services at your time from
anywhere in the State of Qatar.
3.5. Service Providers can use the Platform to promote and display their various services for selection
and use by Customers.
3.6. The Application provides such information and advertisements so that a User/Customer can get the
required assistance/Services at their fingertips.
3.7. Delivery men, vehicle owners or agencies can also use the Application for extending their services
to Service providers and customers for collection and return of clothes and laundry materials.
4. Registration/Creating an account
4.1. To be a User of Cleano Application, you shall create an account with its application and log in using
your own username and password. To register as a User of the website/ Application, the User must
be:
a. at least 18 years of age;
b. having no prohibitions under any applicable laws.
c. having no previously disabled account for violation of law or any of the Application's policies.
4.2. The User shall provide us with his correct full name, his valid ID, his most recent and valid full
address and contact details. The User acknowledges that all information stated herein is correct and
valid, and he will provide us with the updated information upon any changes thereto.
4.3. The User agrees that the information provided at the time of registration or subscription is true,
accurate, current, and complete. The User shall notify the Application Administration immediately
of any changes to its personal information by updating its User profile on the Cleano
website/Application.
4.4. In the event of providing false, inaccurate, or incomplete information, and without prejudice to any
other rights and remedies under this User Agreement or by law, the Application has the right to
indefinitely suspend, limit or prevent the User's access to Cleano website/ Application.
4.5. By registering as a member of the Cleano website/Application, the User agrees to be responsible
to safeguard and maintain the confidentiality of the password and its credentials. The User shall be
solely responsible for any activities or actions under his account. In case the User is a minor, the
guardian shall be responsible for anything done by such minor. If the User is registering as a
business entity, it confirms that it has the authority to bind that entity to these Terms and that the
business entity shall comply with all the applicable laws relating to our services.
5. Placing an Order
5.1. The Application allows the User to place their purchase of Services, which may include dry
cleaning, laundered shirts/other items, ironing or any related services.
5.2. As User, you shall check the details of Order before submitting it, as we will not be liable for any
errors you might commit. If you think that you made a mistake, please contact us by email or by
phone, to be able to fix it accordingly. The User shall be responsible for providing the accurate
particulars of the Materials being given to the Laundry.
5.3. Mere submission of an Order does not create a contract with us. The contract is created when we
confirm the acceptance of your Order.
5.4. A number is to be assigned for each Order when we accept the Order. Please quote the Order
number in all subsequent communications with Us.
5.5. If we are unable to fulfill your Order for any reason, we will let you know by email or text message.
6. Changing, Cancelling or Rescheduling your Order
6.1. You may change or reschedule an Order collection by contacting us 30 minutes to one hour prior
to the collection time set out in our confirmation message (depending on the normal orders and
urgent orders); however, kindly make sure that your request for such change of Order has been
acknowledged and accepted by Us.
6.2. There may be exceptional circumstances outside of our control where it may be impossible to fulfil
any Order/s placed by the User/s. The User agrees that, in such extraordinary circumstances, at our
discretion, we may make a change to your Order or cancel it. No claims from Users shall be
maintainable against said cancellation of Order.
6.3. The User may cancel your Order in very few circumstances subject to our Cancellation Policy
(Refer to our Cancellation Policy).
7. Price and payment
7.1. The Registration and use of our Application or Website is free of charge at present. There may be
service fees applicable, depending on the changes of the offered Services. We reserve our right to
introduce a fee for the use of these Services; And if so, we shall notify you accordingly and allow
you to either continue or terminate the Services.
7.2. The collection and delivery of materials are subject to a fee of QAR 10 for those who avail such
Services through the Application.
7.3. The User may make their payment either directly through the online payment application by using
Cleano or by Cash upon delivery of materials.
7.4. The Laundry, delivery and other related Services showcased on our App are priced as displayed
along with the content of each Service Provider. All such commercial and/or contractual terms shall
be agreed between the User and the Service Providers with respect to the Services being offered
by them. Such terms include the price, charges, applicable taxes if any, payment terms, date, period,
and mode of delivery related to Services. We do not have any control or advice over the prices, or
in any way involved in the determination or offering or acceptance of such prices or charges
between the User and Service Providers; however, we may support or assist with such Order
fulfillment or mode of payment pursuant to our separate contracts with such Providers and subject
to our discretionary rights. You agree that you will pay for such Services while purchasing. You
shall be notified in advance in case of any change in the payment method. You are responsible for
the timely payment of all related fees and charges, and for choosing a valid method for payment of
all fees at all times.
7.5. The pricing of the Services may change as per Service Providers or Delivery Providers or our
discretion, but these changes shall not affect Orders that have been already accepted. We also may
change the time of processing and effecting the payment as per the payment mode provided by you
while registering for the Services. The user agrees that the payment may be processed either at the
time of placing the Order or at the time of delivery of Order or between these times, by Cash, Debit
or Credit Card or other valid payment methods. The payment from the debit or credit card, shall be
through the card details supplied with your Order. If for any reason, we or Service providers are
unable to receive payment, you will become liable to us or them for the sums due plus
compensation charges applicable, if any (which will be notified in advance from the time to time).
7.6. We may use Cleano (a third-party Payment Processor) to link your online payment account to the
Services. The processing of payments, as applicable, in connection with your use of the Services
will be subject to the terms, conditions and privacy policies of such Payment Processor and your
online payment authorities in addition to these Terms. We are not responsible for any errors by the
Payment Processor.
8. Refunds
8.1. While we exercise utmost care in processing Orders through our App, we cannot assume
responsibilities for any defects in Materials or Service Provider's tasks. The User agrees that, in
cases of errors and mistakes, no refund shall be claimed from us against any loss that may be
incurred due to the Laundry and its related Services. In laundering or dry cleaning, we cannot
assume any responsibility for color loss and shrinkage or damage to weak and tender fabrics. Any
valuable things, ornaments or cash in pockets of clothes must be removed by customers before
sending for Laundry.
We shall ensure that such situations detailed above do not happen, and if happened, we, at our
discretion, may work with you and the Service Providers to help rectify the situation when you
provide us with written notification identifying the concern with the Laundry within twenty-four
(24) hours of receiving your cleaned clothes and items. Noteworthy, our interference in such issues
may be very limited and without prejudice to. Hence, we urge the Customers to inspect their items
as soon as they receive and make complaints or request for Refunds if applicable directly to the
Service Providers or Delivery Agents within the shortest period and not more than 24 hours after
collecting it.
9. General Conditions
9.1. As long as the User complies with the Terms, we grant him a personal, non-exclusive, non-
transferable, limited privilege to access and use the website/Application.
9.2. These Terms apply regardless of the method of accessing the website / Application, whether
through platform, mobile phone or electronic device.
9.3. We reserve the right to refuse provision of our services to anyone if there are valid reasons to do
so, and in compliance with the governing law.
9.4. You agree not to duplicate, copy, sell, resell, or exploit any portion of the content or any contact on
the website through which the Service is provided, without written permission from us.
9.5. You agree that emails and posted notices shall have the same binding effects of written legal
notices. At your discretion as a user, you can opt out from receiving such emails by following the
given instructions in this regard.
10. Service standards
10.1. We provide the Application Services with reasonable care and skill in accordance with good
industry standards. However, we will not be liable for any delay or non-performance if you have
failed to provide accurate information in your Order; including but not limited to, if an address is
incomplete or inaccurate, or if your Order has special requirements or instructions for cleaning, or
is without proper labelling or marks to identify your items as required by the Service providers, or
is for damaged or stained items, or it contains hazardous materials with laundry etc.
11. Intellectual Property (IP)
11.1. The User shall have the permission to solely use or utilize the Services offered by the Application
as provided therein and pursuant to the Terms. The User shall not remove, replicate or conceal any
trademark, copyright or other contained visual material on the Application. The information, content
and materials provided within this application are not subject to be shared or incorporated in any
other database or compile, except with written permission from the owner or authorized person of
Application.
11.2. User agrees that all products and services provided on this website/Application are the property of
the Company/Application, its affiliates, authorized Service Providers, agents etc. including any
copyrights, trade secrets, trademarks, patents and other Intellectual Property. User also agrees that
he will not reproduce the Company's IP in any way including digital, electronic or trademark
registrations.
11.3. All texts, graphics, user interfaces, photographs, trademarks, logos, sounds, music, artwork, and
computer codes including but not limited to design, structure, selection, coordination, expression,
and arrangement of such content, contained on the website is owned, controlled and licensed by the
Application owner and is protected by copyright, patent, trademark laws, and various other
intellectual property rights under the state of Qatar and/or other countries.
11.4. By agreeing to the Terms, you grant a royalty free and non-exclusive license to display, use, transmit
and copy the content you upload and publish. For any such IP claims, you should contact the
Application in order to discuss and reach an agreement.
11.5. We have the right to:
11.5.1. Edit, redact, or otherwise change any content;
11.5.2. Re-categorize any content to place it in more appropriate scope, or;
11.5.3. Pre-screen or delete any content/contribution that is deemed to be inappropriate or otherwise
in violation of this Agreement.
12. Displaying and Advertisements
12.1. By creating an account on the website, the User gives our administration permission to show its
username and profile picture.
12.2. The User is allowed to share photos, videos, texts, or other materials, provided that all of them are
related to the reviews of the Services offered; the latter acknowledges and accepts that all uploaded
material will be publicly shown on the website.
12.3. The User also agrees to receive advertisements through email address or/and through SMS.
Nevertheless, and in case of any commercial engagement or activity that takes place between the
User and the Service Provider, we:
a. do not provide the option to Users to order any service through the website/Application,
b. may not be a party to contracts concluded between the Laundry shops/Service
Providers/Merchants/Partnering traders and the Users,
c. do not control in any manner any transaction resulting from this engagement,
d. do not verify and therefore, do not guarantee any credentials, representations, quality, safety and
reliability of the services advertised; we do not guarantee that the services displayed in these
advertisements match the actual services provided by the advertising entities, or that the advertising
entity complies with applicable laws or regulations governing the service advertised.
13. Data Policy/Confidentiality
13.1. By accepting these T & C, the User accepts that our Company may process the personal information
which the User provides for the purposes of obtaining the Services. By personal information or
"personal data'', we mean the data that directly identifies the User, and/or data that does not directly
identify the User, but that can be reasonably used to identify it.
13.2. User agrees to provide us with accurate, valid and complete purchase and account information for
all Orders at our site. He agrees to promptly update his account and other information, including his
email address, credit card numbers, and expiration dates, so that we can complete the transactions
and contact him as needed.
13.3. User's submission of personal information through our site is governed by our Privacy Policy
published at this site which forms a part of these Terms and subject to the applicable Data Privacy
Law of the State of Qatar.
14. Restrictions to the User
14.1. The User cannot access or use the website/Application for any other purpose than that for which
the Company makes it available, or in any manner that is inconsistent with all the applicable laws
and regulations, whether national or international law.
14.2. Prohibited activities include but are not limited to the following:
The company prohibits the uploading, posting, and transmitting of any material that is obscene,
offensive, unlawful, pornographic, threatening, abusive or defamatory. It also prohibits harming
minors, including child sexual exploitation laws, using the website or application to harass or abuse
others, impersonating others, harassing employees or agents, violating copyright, trademark, patent,
or other intellectual property rights, and uploading or transmitting material that may harm the website
or computer systems. The company also prohibits using the service for commercial purposes, selling
access to the website or application on other online platforms, interfering with the intended operation
of the application, retrieving data without written permission, attempting to tamper with a user's
account without their consent, modifying or reversing the company's products or components,
engaging in unauthorized framing or linking to the website or application, performing malicious
activities, transmitting chain letters or junk emails, using information obtained from the website or
application to contact or sell users without their consent, engaging in automated use of the system to
extract data, and or creating an undue burden on the Application or the networks or services connected
to the Website/ Application.
14.3. If a User fails to comply with the Terms/ partner agreements or commits prohibited activities, the
Website's administration may suspend, block or terminate their account without notice, and the
Company may refuse or stop providing services or privileges to protect the community.
14.4. The Company has the right to remove any content or information the User shares on the
website/Application, if the Company believes that it violates the Terms of Use, or if the Company
is required to do so by law.
14.5. The deletion of the content remains subject to these Terms of Use and its Data Policy.
14.6. The Company reserves the right to suspend the User's account if:
- The User frequently cancels its reservations or does not meet its reservation regularly; and or
- Performs suspicious transactions to harm, fraud, manipulate the data or the Application in any way.
15. User Liability
15.1. The User shall pay the Company all costs and damages incurred as a result of the breach of any of
the restrictions set forth on these Terms of Use.
15.2. The Company will fully cooperate with any law enforcement authorities or court order requesting
or directing us to disclose the identity or location of anyone posting any material in breach of any of
the obligations under the User Agreement.
15.3. We, in our sole discretion and at any time, make any inquiries we consider necessary (whether
directly or through a third party), and request for the User to provide further information or
documentation to verify the User's identity such as trade license, other incorporation documents,
and/or documentation showing any person's authority to act on behalf of the User. Any refusal to
provide the said documents is a breach of the Terms of the Agreement, and therefore allows the
Company to suspend or withdraw the User's access to the Application.
15.4. The Company shall not be responsible for any damages which may arise from the behavior of the
User while using the website/Application when in violation of this User Agreement.
16. Authority of the Company/Application
16.1. The Company reserves its right to suspend or cease the website/Application operations and modify
its services without liability to Users or third parties. Though it aims to provide quality services, it
does not guarantee their availability or reliability. Responsibility for advertised products lies with
advertisers, and any contracts between Users and advertisers are not the Company's concern. The
Company holds ownership of its produced content and may change services, including maintenance
interruptions and transforming them into paid services. The Application/website may not be
available at certain times especially during maintenance and updating. Although Users are not
guaranteed being notified on the said issues, the Application's administration will endeavor with all
efforts to notify customers the same in advance.
17. Termination
17.1. These Terms and Conditions shall remain in effect until termination. Failure to comply with these
Terms constitutes a material breach and may result in termination or suspension of the User's
account with the Application.
17.2. The Company may terminate this User Agreement unilaterally at any time. The Company shall
not be liable to the User or any third party should it exercise such rights.
17.3. The obligations and liabilities of the User incurred prior to the termination date shall survive the
termination of this agreement for all purposes.
17.4. These Terms are effective until terminated by us. Termination is considered done by the User,
when notifying us that he no longer wishes to use our Services, or when he ceases using our site or
unsubscribing the services.
18. Third-Party Links
18.1. Certain content, products, and services available via our Services may include materials from third
parties.
18.2. Third-party links on our website may direct you to third-party websites that are not affiliated with
or controlled by us; therefore, we are not responsible for examining or evaluating the content or
accuracy of the information on these websites that are outside of our control. We do not guarantee
and will not have any liability or responsibility for any third-party materials or websites or any other
materials, products, or services of third parties. However, we are responsible for ensuring that the
safety and accuracy of services and information on our website are up to the highest cyber security
standards to protect our customers from cyber-attacks or hackers.
18.3. We are not liable for any harm or damages related to the purchase or use of goods, services,
resources, content, or any other transactions made in connection with any third-party websites. Please
review carefully the third-party's policies and practices and make sure you understand them before
you engage in any transaction. Complaints, claims, concerns or questions regarding third-party
products should be directed to the third party.
19. Restrictions for Non-Personal and Non-Commercial Use
19.1. The User agrees that the consequences of commercial use or re-publication of content or
information of the website/Application or the Company, may lead to serious and incalculable
monetary compensation that may not be sufficient or appropriate remedy; the Company will be
entitled to temporary and permanent injunctive relief to prohibit such use.
20. Licenses
20.1. Users may view, download and share content for personal use only.
20.2. The User may not:
a. Incorporate the information, content or other material in any database, compilation or archive;
b. Modify, copy, distribute, re-publish, transmit, display, perform, reproduce, publish, re-use, re-sell,
license, create derivative works from, transfer, or sell any information, content, material, software or
services obtained from the Application, except as specifically noted in these Terms;
c. Deep-link to the website/ Application for any purpose or access the application manually or with any
robot, web crawler, extraction software, automated process, or device to scrape, copy, or monitor any
portion of the application or any information, content, or material on the application without specific
permission;
d. Link or frame to any pages or any content of the application, whether in whole or in part, without prior
written consent from Company.
21. Governing Law and Jurisdiction
21.1. The Terms and Conditions of the website/Application shall be governed by and construed in
accordance with the Qatari Law.
21.2. Disputes arising out or of or in connection with these Terms and or User Agreements shall be
subject to the exclusive jurisdiction of the Qatari courts.
22. Enforcement/Severability
If any part of this User Agreement/Terms is deemed unlawful, void, or unenforceable, then that provision
shall be deemed severable and shall not affect the validity and enforceability of any of the remaining
provisions. No waiver by the Company or website/Application shall be construed as a waiver, unless
expressly and specifically waived by written means.
23. Limitation of Liability
23.1. The information, recommendations and/or services provided to you are for general information
purposes only. The use of the site or the contents is at your own risk. The contents in this Application
could include technical inaccuracies or typographical errors. We may make changes or improvements
at any time.
23.2. The User agrees that the Company, its website and/or Application, shall not, in no event, be liable
for any consequential, incidental, indirect special, punitive, or other loss or damage whatsoever, or
for loss of business profits, business interruption, computer failure, loss of business information, or
other loss arising out of or caused by the use of or inability to use this service.
23.3. To the extent permitted by law, neither the website, Application, Company, or its directors, officers,
agents, or employees, shall have any liability for any direct, indirect, special, or consequential losses
or damages (including without limitation, damages for loss of business or loss of profit), arising in
contract, tort, or otherwise from the use or inability to use the website and or Application. To the
fullest extent permissible pursuant to applicable law, we disclaim all warranties of merchantability or
fitness for a particular purpose.
24. Disclaimer
24.1. The goal of the website/App is to provide continuous care and efforts to achieve the desired
Services. However, the administration makes no representations or warranties of any kind, express
or implied, with respect to the operation of the service, or the content provided through this App/site.
The User expressly agrees that the use of the service is at his/her sole responsibility, and in case of
any loss due to hacking and illicit reasons or by any human error, we shall not be liable for any
consequential damage that may arise.
24.2. All information, content, services and materials available through the Application and/or website
are provided "AS IS" and "AS AVAILABLE". Application disclaims all warranties, express or
implied warranties, including any warranties of accuracy, non-infringement, merchantability and
fitness for particular services. Application disclaims any liability for any act, omission or error in the
conduct of vendor, trader, or supplier or any third-party user that relates to your use of the Application
or by the service received as a Customer. The website/Application makes no warranty as to the
security, performance or continuity of this service.
24.3. The above Disclaimer applies to any damages, liabilities or injuries caused by any failure of
performance, error, omission, interruption, deletion, defect, delay in operation or transmission,
computer virus, communication line failure, theft or destruction of, or unauthorized access to,
alteration of, or use, whether for breach of contract, tort, negligence or any other cause of action.
24.4. Any feedback or review that is provided by the User is his sole opinion, and any conflicts or
disputes that may arise out of any feedback or review of the User shall be determinable at their sole
responsibility without any participation from Us. We hereby relinquish any such liability that may
arise out of any such dispute.
24.5. We retain the exclusive right to fix the maximum limit of data and Order(s) sent and received via
the Application and/or website.
24.6. The contents of our website and/or application do not constitute any legal or advice, and should not
be relied upon in making or refraining from making any decision.
25. Reviews
Website/Application reviews must be based on firsthand experience, adhere to content guidelines, avoid
conflicts of interest, and are not endorsed by the Company. Reviews are owned by the Company, which
retains full rights without obligation to compensate authors.
26. Complaints
26.1. The Company and its website are committed to providing high-quality services to all the Users,
and continues to maintain its services according to this Agreement, valid contracts, and applicable
laws. It is a priority for the Company to be familiar with any complaint related to the content of the
Application, and the provided services, its merchants, sponsors, affiliates, or influencers.
26.2. Users who wish to submit a complaint pertaining to the content of the Application, or the services
provided by the Company, merchants, sponsors, affiliates, or influencers shall send a formal email to
(cleanoqa@gmail.com ), or post at (cleano.com.qa). The complaint is required to be accompanied
by the following:
a. The User's full particulars and contact details;
b. A statement of the reasons for the complaint, with enough details to allow the Company to assess
accordingly;
c. Any relevant evidence or documentation the User wishes to submit in support of the complaint;
d. Upon receipt of the complaint, the Company will initiate all efforts in order to ascertain the facts and
give a prompt response to the User's complaint.
27. Reporting Policy
27.1. The User has the right to report abusive content and spam content, including photos, videos, or
messages, intellectual property infringement, inappropriate/offensive material, or any violation or
infringement of the Restricted User Behavior, by using the Report link near the Content itself.
27.2. The report link allows the User to specify the grounds and reasoning of report, and to submit the
report through the website/Application itself.
27.3. The account that the User reported will not see/know who reported them.
28. Indemnity
The User agrees to indemnify and hold the Company, its officers, directors, shareholders, successors in
interest, employees, agents, subsidiaries or affiliates, harmless from any demands, loss, liability, claims,
and expenses (including attorney fees), made against the Company and/or site and/or ____ Application
and/or website and/or its administration by any third party due to or arising out of or in connection with the
User's use of the Application.
29. Internet Delays
The Company's services and software may be subject to limitations, delays and other problems inherent in
the use of the internet and electronic communications, of which the Company is not responsible.
Privacy Policy
This document ("Privacy Policy") explains how the Platform uses and processes the user's
personal data, and is presented in an easy-to-read and transparent manner. The document also
indicates the rights that the user can exercise in relation to his personal data and how to
communicate with the Platform.
In fact, this Privacy Policy applies to any type of user information collected through the Platform
or in any other way associated with such Platforms.
This Privacy Policy may be amended from time to time, so it is necessary to visit this page every
once in a while, to ensure the keeping up with the changes. If any updates are made to this
Privacy Policy that significantly affect the user, he shall be notified of the changes before any
new activities begin.
1- What kind of personal data does the Platform collect?
a. The Platform collects and uses the information provided to it when purchasing a Service; the
user/Customer is required to provide (at least) name and email address.
In accordance with the placed service, the user might be asked about his home address, phone
number, payment information, date of birth and current location (in the case of on-demand
services).
In case of need to communicate with the customer service team, the Service Provider through the
Platform, or with the Platform through other means (such as social media or through chat bot),
information shall be collected from the user whether it is to report feedback or to request
assistance in using the services of the Platform.
The user may also be invited to write reviews to help share experiences; when writing a review
on the Platform, any information included shall be collected as well as the user's first name and
profile photo (if any).
If a user account is created, the user's personal settings, uploaded photos and ratings of his
previous services will also be saved in that account. This saved data can be used to help him with
his future Services or orders or take advantage of other features available only to account holders
(such as rewards or other benefits).
The user may also choose to add details from his identity documents to his accounts, so that he
does not have to send this information to each individual Service Provider.
b. Automatically collected personal data
Whether or not a Service is purchased, the Platform may automatically collect certain
information when the user visits the site, including the user's IP address, the date and time the
Platform's services were used and information about the type of device and software (such as the
operating system and web browser used, information about the version of the operating system
or application and special language settings). Information about the clicks made by the user and
the pages displayed to the user is also collected.
If a mobile device is being used, device identification information, information regarding device
settings and characteristics as well as application errors and other system activities are also
collected. When a Service is purchased using this type of device, the Platform's system records
how the purchase was made and/or the location the user was in prior to accessing the Platform's
website.
c. Personal data received from other sources
The information obtained is not limited to the information provided to the Platform which may
receive information about the user from other sources, including business partners, such as
affiliate partners and other independent third parties; Information received from these partners
may be integrated with the information provided.
Information is also collected in the event the Platform receives a complaint regarding a customer
from a Service Provider, for example in the case of misconduct.
Another way in which data related to the user may be received is through the Platform's built-in
communication services, which give the user a way to communicate with the Service Provider
with whom he has booked to discuss the Service. In some cases, metadata is received about these
communication activities (for example: detailed identity, location from which the
communication was made, and the date and duration of the communication).
Information about the user may also be received to be able to show more relevant
advertisements, such as additional cookie data provided to the Platform from its social media
partners. Please read the section "Why does the Platform collect and use personal data?" for
more information.
2- Why does the Platform collect and use personal data?
The information collected about the user is used for many purposes, as their personal data may
be used in the following ways:
a. Services: First and foremost, personal data is used to complete and manage online Services -
which is essential to provide this service to the user. This includes communication with the user
regarding his requirements, such as confirmations (including providing proof of purchase and/or
payment, where applicable), amendments and reminders.
b. Customer service: Global customer service is provided from the Platform's local offices and
staff are available to assist 24/7. Sharing relevant details such as purchase information, allows
the user to be provided with support when in need of help; this includes helping him connect
with the correct Service Provider and answering any questions he may have about his Purchase
(or other inquiries).
c. Account features: Users of the Platform can create an account and the information provided by
the user to the Platform will be used to manage that account and to enable the user to utilize the
account for useful purposes. Management of the purchases, taking advantage of special offers
and the ability to control personalized settings may be done easily.
The user can manage their personal settings to keep and share listings, share photos, easily see
previously searched for services as well as other purchase-related information they have shared;
they can also see the reviews they have written.
A user can share certain information as part of his user account, if he wishes to, by creating a
public profile with his first name. If he is logged into his account and wishes to create a business
account, his name and email address may be used to pre-fill the registration form.
If the user has a business account, he can also save his contact details in that account, manage his
purchases and link other account holders to the same Platform business account.
d. Online groups: The Platform may give account holders the opportunity to communicate and
interact with each other through online groups or forums.
e. Marketing activities: The Platform uses user information for marketing activities; these
activities include the following:
•
Using the user's contact information and their interaction with the Platform (this is
recorded by cookies and similar tracking technology) to send him personalized marketing
messages (for example: push notifications or email) from the Platform, including
promotions, search assistant messages, other rewards, surveys and updates on the
Platform's services. Users can quickly and easily opt out of receiving marketing emails at
any time; simply click on the "unsubscribe" link in each newsletter or other
communication, or manage preferences through their account settings.
•
The website content displayed to the user may be personalized or the user may be shown
personalized marketing content from the Platform including promotions, search assistant
messages and other rewards, surveys and updates on the Platform's services, on the
Platform's website, mobile applications or third-party websites/apps (including social
media sites), and that is based on his interaction on the Platform (which is recorded by
cookies and similar tracking technology). This personalized content may include offers
and recommendations which the Platform believes the user may be interested in, and
which he can book directly on the Platform or on co-branded or third-party sites.
f. Communication with the user: There may be times when the Platform communicates with the
user, whether via email, push notifications, chat bot, mail, phone or text message, and/or times
when it processes the communications with the Platform.
There may be several reasons for this, including:
•
Responding to and handling any requests made by the user or his Service Provider. The
Platform also provides users and Service Providers with various ways to exchange
information, requests and comments about existing Service Providers and purchases
through the Platform.
•
If a user initiates but does not complete an online search for a Service, the Platform may
contact the user to invite him to continue the process. The Platform believes that this
additional service benefits the user, as it allows him to pick up where he left off without
having to search for the Service Provider or enter his details again.
•
The user may be sent a survey or invited to provide feedback on his experience with the
Platform or the Service Provider when using the Platform's services.
• The Platform may need to send the user administrative messages, which may include
security warnings.
•
In the case of misconduct, the user may be sent a notice and/or warning.
g. Market research: Users may occasionally be invited to participate in market research. Kindly
see the information attached to these types of invitations to understand the type of personal data
that will be collected and how the data will be used.
h. Optimization of provided services: User's personal data is used for analysis and product
improvement purposes, such as providing more personalized experience based on how he uses
the Platform to purchase his Service. In addition to personal data may also be used to develop and
optimize machine learning models and artificial intelligence tools. This is part of the Platform's
commitment to improve its services and user experience.
In this case, the data is also used for testing and error detecting purposes and for obtaining
statistics related to the work of the platform. The main goal here is to obtain detailed information
about the performance of the services and how they are used and to improve and customize the
website and applications, making them more valuable and easier to use. To the extent possible,
the Platform endeavors to use anonymized data for this analytical work.
i. Call monitoring: When a user communicates with the customer service team through phone
calls, the Platform uses a digital phone number detection system to match the user's phone
number with his current reservations; this can help save the user's time and the customer service
staff's time. However, customer service staff may ask the user for authentication, which helps to
keep his details confidential.
The user's calls with the private customer service team may be listened to live or recorded for
quality improvement and training purposes; this includes the use of recordings to handle
complaints, legal claims and fraud detection.
Not all calls are recorded; if a call is recorded, each recording is kept for a limited period of time
before it is automatically deleted. This is unless the Platform determines that it is necessary to
retain the recording for fraud investigation or legal purposes. More information regarding this
subject can be found below.
j. Promoting safe and trustworthy services: The Platform continuously analyzes and uses certain
personal data to detect and prevent fraud and other illegal and unwanted activities, to create a
trustworthy platform for the user, his travel companions, the Platform's business partners and its
Service Providers.
Similarly, personal data is used for risk assessment and safeguarding purposes, including when a
user reports safety concerns or users and purchase authentications; in doing so, the Platform may
have to pause or suspend certain purchases until the assessment process is complete.
k. Legal purposes: In specific cases, Platform may need to use user's information to process and
resolve legal claims and disputes, to conduct regulatory investigations and comply with
regulatory rules, to enforce the terms of use of the Platform's online purchase services, or to
comply with legal requests from law enforcement authorities. In addition to the user's own name
associated with the email address that was used to create his account may be processed for
accounting purposes as required by the Digital Markets Act.
Providing the user's personal data to the Platform is optional, but the Platform may not be able to
provide certain services to the user unless it collects certain personal data. For example, a service
purchase cannot be processed if the user's name and contact information is not obtained.
The Platform will always apply the measures required to protect the user's rights and freedoms if
it uses automated processes to process personal data that result in legal effects or those that
significantly affect the user; this includes the right to obtain human intervention.
To process personal data as described above, the Platform relies on the following legal bases:
For the purposes of clauses (a) and (b), the Platform relies, as appropriate, on the legal basis
where the processing of personal data is necessary for the fulfillment of a contract and, in
particular, the completion and management of his/her service purchase.
If personal data is not provided, the Platform cannot finalize the purchase or provide customer
service. For the purposes of clauses (c) to (k), the Platform relies on its legitimate business
interests (or the legitimate business interests of third parties) to provide and improve its services
and to prevent fraud and other unlawful acts (as more specifically described in mentioned
clauses).
When using personal data to serve the legitimate interests of the Platform or of a third party, the
Platform will always balance the user's rights and interests in protecting his personal data with
the rights and interests of the Platform or the rights and interests of third parties.
Finally, where required by applicable law, the Platform will obtain the user's consent (or as
otherwise required by law) before processing his personal data, for purposes including cookies,
similar tracking technology and marketing communications.
In case of objection on the processing method described in paragraphs (c) to (k) and there is no
unsubscribe mechanism directly available to the user (for example, in marketing emails or in his
account settings), please contact the Platform at _______________.
3- How does the Platform share user's personal data with third parties?
The Platform will share the user's personal data with third parties in certain circumstances; these
third parties might be:
a. The Service Provider with whom the Service was made: to complete the purchase of the
service, the relevant details are sent to the Service Provider with whom it was made. This is one
of the basic things the Platform does for the user.
Depending on the Service and the Service Provider, the details shared may include the user's
name, contact and payment details and any other information or preferences specified during the
purchase of the Service.
In some cases, some additional historical information about the user may be provided to the
Service Provider, including whether the user has purchased with the Service Provider in the past,
the number of completed purchases made with the Platform, confirmation that no misconduct by
the user has been reported, the percentage of purchases that have been canceled in the past, or
whether the user has provided feedback on previous purchases.
If the user has a query about his Service purchase, the Platform may contact the Service Provider
to process his request; if he does not pay during the purchasing process via the Platform, the
Platform will send his credit card details to the Service Provider with whom he has purchased to
process his request (assuming he has provided these details to the Platform).
In the event of claims or disputes related to a Service purchase, the Platform may provide the
Service Provider with the user's contact details and other information about the purchase process
as required to resolve the matter. This can include, but not limited to, an email address and a
copy of the confirmation as proof of purchasing the Service or to confirm the reasons for
cancellation.
To ensure the completion of the personal data, the Service Provider will process the user's
personal data further, outside of the Platform's control. The Service Provider may also request
additional personal data, for example to provide additional services or to comply with local
restrictions. Please read the Service Provider's privacy statement, if available, to understand how
the Service Provider processes user's personal data.
b. Third Party Service Providers: The Platform uses third-party service providers for support in
providing its services, including:
◦ Customer support
◦ Market research
◦ Fraud detection and prevention (including anti-fraud screening)
◦ Insurance claims
◦ Payment
The Platform uses third-party service providers to process payments, handle refunds or provide
bill collection services. When requesting a refund for a Service purchase, whether the request is
made by the user or by the holder of the credit card used to make the purchase, certain details of
the purchase must be shared with the payment service provider and the relevant financial
institution so that they can process the refund. This may include a copy of the user's purchase
confirmation or the Internet Protocol (IP) address used. The Platform may
also share information with relevant financial institutions if it deems it absolutely necessary for
fraud detection and prevention purposes.
The Platform needs to share certain details of the user's purchase with the payment service
provider and the relevant financial institutions so that they can process a refund for a Service
purchase when that refund is requested either by the user or by the owner of the credit card used
to make the purchase. This may include a copy of their purchase confirmation or the Internet
Protocol (IP) address used.
The Platform may also share information with relevant financial institutions if it deems it
absolutely necessary for the purposes of detecting and preventing fraud attempts.
◦ Marketing Services
The Platform shares personal data with advertising partners, including the user's email address,
IP address and phone number, as part of the marketing of the Platform's services by third parties
(to ensure that relevant advertisements are shown to the right audience). The Platform uses
techniques such as semantic indexing to help match the user's email address, IP address and/or
phone number with an existing customer database to ensure that this data is not used for other
purposes.
◦ Advertising Partners
The Platform uses the services of advertising partners, such as meta-search providers, to allow
the user to compare the Platform's offerings with those of others online. When a Service is
purchased on the Platform using the services of an advertising partner, the Platform will send its
details made on the Platform to that partner.
c. Other professional third parties: In certain cases (such as disputes, legal claims, or as part of
audit activities), the Platform may need to share user's personal data with professional advisors;
and such professional advisors include parties such as law firms or auditors. The Platform only
shares personal data to the extent necessary and such third parties process such data in
accordance with their own professional obligations.
d. Competent authorities: The Platform discloses personal data to law enforcement authorities to
the extent required by law or when it is necessary for the prevention, detection or prosecution of
criminal acts and fraud. The Platform may also need to disclose relevant personal data to
competent authorities (including tax authorities and municipalities) to comply with a legal
obligation (for example, under short-term rental laws), or to protect and defend its rights or the
rights and property of its business partners.
e. Business partners: The Platform works with many business partners; these business partners
distribute and advertise Platform services, including Service Provider services.
When a purchase is made on one of the Platform's business partners' websites or applications,
certain personal data will be sent to them, such as: user's name, email address, address, payment
details
and
other
relevant
information,
to
process
and
manage
it.
If customer service is provided by a business partner, the Platform will share relevant purchase
details with them (where applicable) in order to provide the user with appropriate and effective
support.
When a Service purchase is made through one of Platform's business partner websites, business
partners may obtain certain portions of the user's personal data relating to the specific an
Appointment/order and how the user uses the business partner's websites, and that is for their
own commercial purposes.
Please take the time to read the privacy notice when purchasing a Service on a business partner's
website if the user wishes to understand how they process his personal data; Platform may work
with these business partners as joint controllers.
Information about the Platform's users may also be shared with business partners for purposes of
fraud detection and protection, but only when strictly necessary.
When an insurance claim is filed involving the user and the Service Provider, the Platform may
provide the necessary data (including personal data) to the insurance company for further
proceedings.
4- What are the security and prevention measures put in place by the Platform to protect
the personal data?
The Platform has procedures in place to prevent unauthorized access and misuse of personal
data.
The Platform uses appropriate business systems and procedures to protect and secure the user's
personal data; it also uses security measures and physical and technical restrictions to access and
use personal data from its web server. Access to personal data is only permitted to authorized
employees in the course of their work.
The Platform retains the user's personal data for as long as necessary to enable the user to use its
services or to provide him its services (including maintaining the user's account on the Platform,
if he has an account), comply with applicable laws, resolve disputes, and otherwise allow the
Platform to continue to conduct its business, including detecting and preventing fraud or other
unlawful activities. This Privacy Policy covers all personal data that the Platform holds about the
user.
For further protection, the Platform recommend to set up two-factor authentication for the user's
account; this provides an additional verification step to ensure that no one can obtain his
username and password (for example, through phishing or social engineering) or access his
account. This can be set up in the "Security" section of the account settings.
5- How does the Platform handle children's personal data?
The Platform's services are not intended for children under the age of 18, and the Platform will
never collect their data unless provided by a parent or guardian (and with their consent). The
limited circumstances in which the Platform may need to collect personal data of children under
the age of 18 includes as part of the process, or other exceptional circumstances (for example,
family-oriented benefits). It must be reiterated that such data will only be used and collected as
provided by a parent or guardian and with their consent.
If the Platform learns that it has processed the information of a child under the age of 18 without
the valid consent of a parent or guardian, it will delete it.
6- How can the user manage their personal data that they have provided to the Platform?
The Platform wants the user to control how it uses his personal data. This can be done through
the following methods:
a. The user can request a copy of his kept personal data.
b. The user can notify the Platform of any changes to his personal data, or the Platform may ask
the user to correct any of his kept personal data; the user can make some of these changes
himself online if he has a user account, as described below.
c. In certain cases, the user can ask the Platform to erase, block or restrict the processing of
personal data kept about him, or object to certain ways in which his personal data is used.
d. In certain cases, the user may also request that the personal data he has provided to the
Platform be sent to a third party.
e. Whenever the Platform uses the user's personal data based on his consent, the user has the
right to withdraw such consent at any time in accordance with applicable law.
f. The user has the right to object at any time regarding the use of his personal data when the
Platform processes this personal data on the basis of legitimate interest or public interest, in
accordance with applicable law.
The Platform relies on the user to ensure that his personal data is complete, accurate and up-to-
date; the Platform shall be informed of any changes or inaccuracies in the personal data of a user
as soon as possible.
If a user has an account on the Platform, he can access a significant amount of his personal data
via the website or Application. The option to add, update or remove information kept about him
can generally be found in his account settings.
If the user is unable to access any of his kept personal data via the website or Application, he can
send a request to the Platform.
7- What are cookies and other online tracking technologies?
"Website cookies" are small text files that a website sends to the browser of a user's computer or
mobile device.
These cookies store information about the content the user views and interacts with, in order to
remember his preferences and settings or analyze his use of online services.
Cookies are divided into "first-party" and "third-party".
a. "First Party Cookies": These are cookies provided by the owner of the Internet domain, in this
case the "Platform"; therefore, any cookie added by the Platform is considered a "first-party
cookie".
b. "Third Party Cookies": These are cookies that are placed on the Platform's domains by its
trusted partners; they can be social networking partners, advertising partners, security providers
and others.
Cookies can be either "session cookies" or "persistent cookies".
a) "Session cookies": These are files that work until the moment the user closes his browser, for
example at the end of their so-called "session", after which they are erased.
b) "Persistent cookies": These are files that have varying lifespans and remain on the user's
device even after the browser is closed. The Platform endeavors to provide persistent cookies (or
allow persistent cookies to be provided by third parties) that have a fixed lifespan. However,
there may be times when the user may need to give a cookie a longer lifespan, for security
reasons or in other exceptional circumstances.
Website cookies can store certain information such as a user's Internet Protocol (IP) address or
other identifier information, his browser type, and information about the content he views and
interacts with via the Digital Services. By storing this information, website cookies can
remember his preferences and settings for online services and analyze how he uses them.
In addition to cookies, the Platform also uses tracking technologies, which are very similar to
cookies. A website, emails and special mobile applications may contain small transparent image
files or lines of code that record how a user interacts with them. These include "web beacons",
"scripts", "tracking URLs" or "software development kits" (known as "SDK's"):
◦Web beacons: They have many different names and can also be known as "web bug",
"tracking bug", "tag", "web tag", "page tag", "pixel tag", "tracking pixel", "1x1 GIF" or
"clear GIF".
In short, a web tag is a tiny, single-pixel-only image that can be delivered to a user's
computer as part of a web page request, in an app, through an advertisement, or even through an
HTML email.
They can be used to fetch information from a user's device, such as his device type or
operating system, his IP address, and the time of his visit. They are also used to serve and read
the cookies on his browser or select a cookie.
◦Scripts are small computer programs embedded in the pages of the Platform's website that
give those pages a variety of additional functionality. It is these scripts that allow the website to
function properly. For example, scripts turn on certain security and safety features and allow for
basic interactive features on the Platform website.
Scripts can also be used for analytical or advertising purposes. Scripts can collect information
about how a user uses the Website, such as which pages he visits or what he searches for.
◦Tracking URLs: Tracking URLs are used to find out which sites led the user to the Platform's
website or app. For example, if the site is accessed through clicking on a social media page,
search engine, or affiliate website.
◦Software Development Kits (SDK's) are part of the source code of Platform applications.
Unlike cookies, SDK's data is stored in the application's storage.
They are used to analyze how apps are used or to send targeted and personalized notifications.
To be able to do this, SDK's record unique identifiers associated with the user's device, such
as his device reference number, Internet Protocol (IP) address as well as his activity on the
Application and his network location.
In this Cookie Statement, all such tracking technologies are referred to as "cookies".
8- How are cookies used?
Cookies are used to collect information including the following:
•
IP address
•
Reference device number
•
Pages visited
•
Browser type
•
Browsing information
•
Operating System
•
Internet Service Provider
•
Timestamp
•
If the user interacted with an ad and clicked on it
•
The URL that delivered it
•
The features used or activities the user interacted with on the website/app
They allow the Platform to know that the user is the same on all pages of a website,
between different websites, between different devices, or even when using applications.
When cookies are considered in terms of their purpose, they are divided into three
categories, functional cookies, analytical cookies and marketing cookies.
a. Functional cookies:
These cookies are required for the Platform's websites and application to function. The
user must consent to their addition in order to be able to utilize its services.
Functional cookies are used to create technologically advanced and user-friendly websites and
applications that automatically adapt to the user's needs and preferences, so that he can browse
and book easily. This also includes enabling basic security and access features.
The specific purposes of these cookies are the following:
•
To allow the Platform's website and application to function efficiently, so that the user
can create his account, log in and manage his Services.
•
To remember the user's currency, language, previous searches and other preferences so
that he can use the Platform's website and application efficiently and effectively.
•
To remember the user's registration information so that he does not need to enter login
credentials every time he visits the website or Application.
b. Analytical cookies:
These cookies measure and monitor how the Platform's websites and application are used. This
information is used to optimize the website, application and services.
The specific purposes of these cookies are as follows:
•
To help the Platform understand how visitors and users use the website and application.
•
To help the Platform optimize the site, application and communications to ensure that its
services are useful and relevant.
•
To help the Platform know what works and what doesn't work on its website and App.
•
To help the Platform understand the effectiveness of advertising and communication.
•
To provide information to the Platform about how users interact with its website or
Application after being shown an online advertisement, including advertisements
displayed on third-party websites.
•
To provide information to the Platform's business partners and help them know whether
their customers are utilizing any offers found on their websites.
The data collected by the Platform through these cookies may include which web pages a user
has visited, the pages that brought him to the site, the pages he entered and exited, the type of
platform he used, the emails he opened and took action on, and date and time information. This
also means that the Platform can use details about how the user interacts with the website or app
such as the number of clicks he makes on a particular page, his cursor movement and scrolling
activity, the searching terms he uses and the text he types in different fields on the website.
c. Marketing Cookies:
This type of cookie is used by the Platform and its trusted partners to collect information about
the user over time on various websites, applications or other platforms.
Marketing cookies help the Platform to customize the content it displays to the user, such as
products, services and personalized interest-based advertising, whether on its website, App or
other platforms.
The specific purposes of these cookies are as follows:
•
To categorize the user by interests within certain profiles, for example: the websites he
visits and his browsing behavior, such as what he clicks on. These cookies are used to
display personalized content on the Platform and other websites (such as ideas for
specific accommodations).
•
To display personalized, interest-based advertising on the Platform's website, App, and
other websites. This is called "redirection," as it is based on the user's browsing activities
such as destinations he has searched for, accommodations he has viewed and prices he
has seen. It can also be based on his shopping habits or other online activities.
"Redirection" ads can be shown before and after a user leaves the site, the purpose of
which is to encourage him to browse or return to the site. These ads can appear on
websites, apps or even emails.
•
Social media integration into the website and App, allowing the user to like or share
pages or products on social media such as Facebook, Instagram, Twitter, Pinterest,
Snapchat and LinkedIn.
These "like" and "share" buttons work using pieces of code from the individual social media
providers, allowing third-party cookies to be placed on the user's device.
These cookies can be purely functional, but can also be used to track which websites the user
visits from his network, in order to create a profile of his online browsing behavior and to show
him personalized advertisements. This profile will be created, in part, by using comparable
information that the providers receive from visits to other websites within their network.
The Platform works with trusted third parties to collect data, and sometimes information may be
shared with these third parties such as a user's email address or phone number; these third parties
may link the user's data with other information they collect to create customized audiences or
deliver targeted advertising.
d. Non-Cookie Technologies - Email Pixels:
The Platform may also use technologies such as pixels, which are not considered cookies
because they do not store any information on the user's device.
Pixels may sometimes be placed in email messages, such as offer messages; a "pixel" is an
electronic file that is only one pixel in size, placed in the email message and loaded when the
user opens the message. Using email pixels, the Platform can know if the message was delivered,
if the message was read or not, when the message was read, and what was clicked on in the
message.
The Platform also receives this information about the notifications it sends to the user; these
statistics provide the Platform with feedback about the user's reading behavior, which it uses to
improve its messages and make them more relevant to the user.
9- Methods of contacting the Platform
In case of any questions about this Cookie Statement, please send an email to
cleanoqa@gmail.com.
This Cookie Statement may be amended from time to time; if these updates are particularly
relevant to the user, significantly affect him or his data protection rights, the Platform will
communicate and share them with him. However, please visit this page periodically to stay up to
date with any other (less important or relevant) updates.