Customer terms

Nothing. Posting a job, reading applications, messaging cleaners, inviting them and hiring one are free, and we never ask you for card details. We do not take a commission on the work and we are not involved in paying for it. We make our money from cleaners who choose a paid plan for their own business tools.

• A job post must describe genuine cleaning that you want done, at a property you own, rent or are otherwise entitled to have cleaned.
• Describe the property and the work honestly. A cleaner prices from what you say, and a price given on wrong information is not one you can hold them to.
• You can post without an account. An account is created for you when you post so you can read the replies; the terms of use apply to it.
• Cleaners who cover your area see the job, the property details you gave and the first half of your postcode. Your name, email address and full postcode are shown only to a cleaner you are in conversation with.
• A job stays open for 60 days unless you fill it or close it first. You can close it at any time.
• We may remove a job post that is not genuine, breaks the guidelines or is being used for anything other than finding a cleaner.

A cleaner’s page shows what the cleaner has told us: their name or business name, their experience, prices, photographs, the areas they cover, and what they have said about insurance. It also shows reviews from customers who hired them through the site. We do not verify any of it unless a page says in terms that we checked a specific thing. We do not run identity, criminal record, right to work or insurance checks.

Before you hire anyone, you are responsible for satisfying yourself about them. We suggest you:

• message them first and ask whatever matters to you, including whether they are insured and for what;
• read their reviews, and notice how many there are;
• agree the price, what it covers, how long it will take and when, in writing in the conversation, so both of you have a record;
• be there the first time, and think about how keys and alarm codes will be handled;
• keep valuables and anything irreplaceable out of the way.

When you hire a cleaner, you enter a contract with that cleaner, not with us. The cleaner is a self-employed business. The contract is on whatever terms the two of you agree, including:

• the price and what it covers, and whether the cleaner brings products and equipment;
• when the work happens, how often, and how either of you can cancel or change a visit;
• how you pay them, and when;
• what happens if something is damaged, goes missing or is not done properly.

We recommend agreeing these in the conversation on the site so the record is there if you need it. Marking a cleaner as hired on the site is for your own records and tells other applicants the job is taken; it does not create any contract with us.

Payment. You pay the cleaner directly, by whatever method you agree. We do not take, hold or process the payment, and we cannot refund it or chase it.

Because the cleaning is arranged between you and the cleaner, we are not responsible for the cleaning or for anything that happens in the course of it. That includes the quality of the work, a missed or late visit, damage to or loss of property, injury, a dispute over price or payment, or a cleaner turning out not to be who or what their page said. Section 10 and section 11 of the terms of use set this out in full and say what our liability is limited to.

If something goes wrong, raise it with the cleaner first; most things are sorted in a message. If the cleaner has broken our rules, report them from their page or the conversation and a person will look at it. Where a cleaner has caused damage, their insurance, if they have it, or the small claims court are the routes open to you; we can provide a copy of the conversation to either of you on request.

• Providing a safe place to work: telling the cleaner about anything hazardous, keeping pets under control if asked, and making sure the property can be entered as agreed.
• Treating the cleaner with respect. Cleaners are independent business owners, not staff. Abuse, discrimination or harassment ends your use of the service.
• Paying what you agreed, when you agreed it.
• Keeping your own account secure, and keeping your contact details up to date so replies reach you.
• Using a cleaner’s details only for the work you are discussing, and not for marketing or any other purpose.

Once you have marked a job as finished you can leave one review for that cleaner. A review is your honest opinion of the work you actually received. We do not edit reviews and neither can the cleaner. We may remove a review that breaks the reviews policy: for example, one that is abusive, that is about something other than the work, that reveals private information, or that was not written by the customer who had the clean. You must not be offered or accept anything in return for a review or for changing one.

How we handle your details is in the privacy notice. In short: your job and your messages are shown only to cleaners you are dealing with; we never sell your details; we send you an email when something is waiting for you, and you can switch those off in your account. You can close your account at any time. Conversations you had remain visible to the cleaners you spoke to, and reviews you left remain, because they are part of the record of a job that happened.

Questions about these terms go to support@maidmatcher.co.uk. A person replies within five working days.