Terms of Use
Effective Date: 1 July 2025
Last Updated: [28 September 2025]
Operated by: Nuvanta Labs Pvt. Ltd., a company incorporated under the Companies Act, 2013 and having its registered office at [Insert Office Address] (hereinafter “Clen”, “we”, “us”, “our” or the “Company”).
1. Introduction and Scope
These Terms of Use (“Terms”) govern the access, browsing, and use of services made available on or through https://www.withclen.com (the “Website”) and the Clen mobile applications (together with the Website, the “Platform”), and together with the services made available on or through the Platform, the “Services”.
These Terms also include any guidelines, additional or supplemental terms, policies, and disclaimers made available or issued by us from time to time (“Supplemental Terms”). Supplemental Terms form an integral part of these Terms. In case of a conflict between these Terms and any Supplemental Terms, the Supplemental Terms will prevail with respect to the applicable Services or subject matter.
These Terms constitute a binding and enforceable legal contract between Nuvanta Labs Pvt. Ltd. and (i) you, a user of the Services in your capacity as an individual consumer, or (ii) any legal entity that books services on behalf of end-users (“you”, “your”, “User”).
By accessing, using, downloading, or registering on the Platform, you represent and warrant that you have full legal capacity and authority to agree to and be bound by these Terms. If you represent another person, you confirm that you have the authority to bind such person to these Terms.
By using the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms, as updated from time to time. These Terms supersede any prior written agreements between you and us regarding the subject matter hereof. If you do not agree, you must not use the Platform.
2. Definitions
“Platform” means the Clen website, mobile apps, and related digital infrastructure.
“Services” means the facilitation services provided by Clen to connect Users with independent third-party service providers via agencies, as well as scheduling, coordination, and payment processing.
“Housekeeping Services” means domestic cleaning and housekeeping services such as sweeping, mopping, dusting, dishwashing, laundry, bathroom cleaning, and other similar tasks offered by Service Providers via the Platform.
“Service Provider” or “Expert” means an independent individual deployed by a third-party agency to deliver Housekeeping Services.
“Agency” means a third-party company or organization that recruits, verifies, and deploys Service Providers.
“Booking” means a confirmed request placed by a User for Housekeeping Services through the Platform.
“User Content” means any reviews, feedback, or information submitted by Users via the Platform.
3. Services
The Platform enables Users to request, schedule, and pay for Housekeeping Services with independent Service Providers supplied by Agencies.
Clen itself does not provide Housekeeping Services. Clen only facilitates:
The connection of Users with Service Providers through Agencies; and
The collection and transfer of payments to Service Providers or Agencies for the Services delivered.
Housekeeping Services may include (non-exhaustive list):
General cleaning (sweeping, mopping, vacuuming, dusting, window/mirror cleaning)
Dishwashing and kitchen cleaning
Laundry assistance (manual or machine)
Bathroom cleaning and sanitation
Light kitchen help (organizing, basic food prep)
The exact scope depends on what is listed on the Platform and what Service Providers agree to deliver.
Clen does not employ Service Providers. Service Providers are independent contractors engaged through Agencies, and they are solely responsible for their acts, omissions, quality of work, punctuality, conduct, and compliance with law.
4. Registration and Account Responsibilities
To use the Platform, you must:
Be at least 18 years old and legally competent to contract.
Provide accurate personal details (name, mobile number, email, and address).
Create and maintain an account with secure credentials.
You are solely responsible for maintaining the confidentiality of your login details and for all activities that occur under your account. Clen is not responsible for unauthorized access due to your failure to secure your credentials.
If we determine that the information provided is false, outdated, or incomplete, we reserve the right to suspend or terminate your account without notice.
5. Bookings
Orders and Confirmation
Users may request Housekeeping Services via the Platform. Confirmation of a booking is subject to availability of Service Providers. Clen will make reasonable efforts to allocate an available Service Provider, and confirmation details will be shared on the Platform, via SMS, email, or push notification.
Substitution
If a confirmed Service Provider becomes unavailable, Clen may provide a substitute on a best-effort basis.
Extension of Services
Users may request to extend service duration before expiry of the booked slot, subject to Service Provider availability. Extensions are not guaranteed.
6. Pricing, Fees, and Payments
Users agree to pay all charges displayed at the time of booking, which may include:
Service Charges (payable to Service Providers/Agencies)
Technology Fee (payable to Clen for platform use)
Convenience Fee (for remote areas or specialized services)
Surge Fee (during high demand)
Applicable Taxes
Clen acts as a limited payment collection agent for Service Providers/Agencies. Payment is collected by Clen and transferred to Agencies/Providers.
All payments are final and non-refundable, except as determined under our Cancellation and Refund Policy or as required by law.
7. Cancellations and Refunds
By User: Bookings cancelled within the free cancellation window may be refunded. Late cancellations may attract fees up to the full booking amount.
By Service Provider/Agency: If the Service Provider cancels or fails to appear, Clen may offer a refund or reschedule.
Refund Timeline: Refunds, if approved, will be processed to the original payment method within a reasonable period.
Clen’s decision on refunds is final and binding.
8. User Conduct and Responsibilities
Users agree to:
Treat Service Providers with courtesy and respect.
Provide a safe, clean, and lawful environment for services.
Secure valuables before service begins.
Not request illegal, unsafe, or hazardous tasks.
Discrimination against Service Providers (based on gender, religion, caste, etc.) is strictly prohibited. Service Providers may refuse to perform services if conditions are unsafe, disrespectful, or unlawful.
Clen reserves the right to restrict or suspend your access if you engage in abusive, discourteous, or unlawful conduct.
9. User Content
By submitting reviews, feedback, or other content, you grant Clen a worldwide, non-exclusive, royalty-free, transferable, and sublicensable license to use, display, and publish such content for quality control, promotional, or evidentiary purposes.
You must not submit false, misleading, defamatory, or offensive content. Clen reserves the right to remove User Content at its discretion.
10. Consent to Use Data
By using the Platform, you consent to Clen collecting and processing your personal information, including sharing it with Agencies or Service Providers for service delivery.
Clen may also use aggregated data for analytics, improvements, and promotional activities.
We may disclose your data to law enforcement or government agencies if legally required.
11. Intellectual Property
All rights, titles, and interests in the Platform, including software, designs, trademarks, and content, are owned by Nuvanta Labs Pvt. Ltd. or its licensors. Users are granted a limited, non-transferable, revocable license to use the Platform solely for personal purposes.
Feedback submitted to Clen may be freely used without restriction.
12. Disclaimers and Limitation of Liability
The Platform and Services are provided “as is” and “as available”.
Clen makes no warranties regarding:
Quality, safety, punctuality, or outcome of services.
Continuous or error-free access to the Platform.
Conduct or performance of Service Providers.
To the fullest extent permitted by law:
Clen shall not be liable for theft, damage, misconduct, negligence, accidents, or loss caused by Service Providers or Users.
Clen shall not be liable for indirect, incidental, or consequential damages.
Clen expressly disclaims liability for any theft, fraud, misappropriation, or other criminal acts committed by Service Providers or Agencies. Such acts are deemed outside the scope of Housekeeping Services. Any remedy for such acts shall lie solely against the individual wrongdoer.
The maximum liability of Nuvanta Labs Pvt. Ltd. shall not exceed the commission or technology fee earned on the disputed booking, subject to a cap of INR 10,000.
13. Indemnity
You agree to indemnify and hold harmless Nuvanta Labs Pvt. Ltd., its directors, employees, and affiliates from all claims, damages, costs, or liabilities arising from:
Your use or misuse of the Platform;
Your breach of these Terms;
Disputes with Service Providers or Agencies;
Violation of applicable laws.
14. Dispute Resolution and Governing Law
These Terms shall be governed by Indian law. Courts in Mumbai, Maharashtra shall have exclusive jurisdiction.
Disputes may be referred to arbitration under the Arbitration and Conciliation Act, 1996, with a sole arbitrator appointed by Clen. The arbitration shall be conducted in English, in Mumbai.
15. Grievance Redressal
In compliance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, Clen has appointed a Grievance Officer.
Grievance Officer
Name: [Kartik Mehta]
Designation: [Director – Nuvanta Labs Pvt. Ltd.]
Address: [Xth Central Mall, Mahavir Nagar, Kandivali West]
Email: support@withclen.com
Working Hours: Monday – Saturday, 10:00 a.m. – 6:00 p.m.
We will endeavour to resolve complaints within the timelines prescribed under law.
16. Miscellaneous
Changes: We may update these Terms at any time. Continued use constitutes acceptance.
Force Majeure: Clen shall not be liable for delays or failures due to events beyond its control (natural calamities, strikes, pandemics, etc.).
Assignment: Users may not transfer their rights. Clen may assign rights to affiliates or successors.
Severability: If any clause is found invalid, the remainder shall continue in effect.
Entire Agreement: These Terms and Supplemental Terms form the complete agreement between you and Clen.