Incident policy

1. What you can report

• Damage to your home or belongings.
• A missing item or suspected theft.
• A lost key or lost access.
• Conduct by a cleaner that made you uncomfortable.
• Anything else that needs attention.

2. When to report

Report damage as soon as possible, preferably within 48 hours of the cleaning. The sooner you report, the easier it is to establish what happened. We do not rule out later reports, but they are harder to investigate.

Report a missing item, suspected theft or a lost key immediately. With a lost key, speed matters for your own security.

These timeframes are practical rules about evidence. They do not limit your statutory rights as a consumer.

3. What we ask from you

• The booking reference and the email address on the booking.
• A description of what happened and when.
• Photos where possible. We request these by email; you do not upload them through the website.
• For suspected theft: whether you have filed a police report and, if so, its reference.

4. What we do

We record your report with a date and time and give you a reference number. We ask the cleaner involved to respond within a set period. We then tell you the outcome and the reasoning behind it.

We do not determine guilt. We gather what is known, bring the parties together and look for a reasonable resolution.

5. Temporary pause

For a serious report — particularly suspected theft — we may temporarily pause a cleaner while the matter is looked into. Open requests are withdrawn and no new ones are offered.

A pause is precautionary and does not mean anyone is guilty. The cleaner is given the opportunity to respond and may object. Existing appointments are reviewed case by case.

6. Police

For theft you may file a report with the police. That is your own decision and we cannot do it for you. We cooperate with a lawful police request and share only what is asked for.

7. Insurance

Cleaners working through Clenovo are required to hold valid liability insurance. In the event of damage we look to that insurance first. Depending on the situation, your own contents or liability insurance may also play a part.

We do not promise that every claim is paid, and we do not act as an insurer.

8. Reports that are not accurate

A knowingly false report is unfair to the cleaner. We look at both sides. Where a report is found to be knowingly false, that can have consequences for the account.

9. What we keep

We keep the reference number, the description, the status and the history of how the report was handled. For photos we keep only the details about them — name, date and a unique code — not the photo itself.

How long we keep this, and who we share it with, is set out in our privacy policy.

10. If you disagree with the outcome

If you disagree with our conclusion, tell us and we will look again. You can always go to court. This policy does not limit your statutory rights.