Terms of service

BnBTidy is a managed cleaning service, not a marketplace. You contract with us; we select, vet, brief and pay the cleaners who attend your property. We are responsible for the work.

Prices are quoted up front based on bedrooms, bathrooms, the service you choose and any extras. The price shown at checkout is the price you pay unless the property is materially different from what you described.

If the property is substantially outside the booked scope, the cleaner submits photo evidence and a proposed uplift. Nothing extra is charged without approval.

Payment is taken at the time of booking by card, processed by Stripe. We never store your card details. Receipts and invoices are available from your booking link at any time.

You must give accurate access details — key safe codes, lockbox location, alarm codes and parking instructions. If we cannot access the property, our cancellation policy explains what happens and what is charged.

Every clean is photographed before and after. When a cleaner signs off, you have 48 hours to review and approve, or to report a problem. If you report a quality issue we investigate, and where we’ve fallen short we re-clean or refund. If you do nothing, the job auto-approves after 48 hours.

Set out in full in our cancellation & refund policy, which forms part of these terms.

We hold public liability insurance. If our cleaner damages something, tell us within 48 hours with photos and we’ll deal with it. We are not liable for pre-existing damage, wear and tear, or items left out that could reasonably be expected to be moved during cleaning. Please secure valuables and cash. Nothing here limits liability for death, personal injury or fraud.

We collect only what we need to deliver the clean: your name, contact details, property address and access instructions, plus booking and payment records. Access instructions are shared with the assigned cleaner and the office team, and nobody else. Before/after photos are stored as proof of work and kept for as long as the booking record. Card data is held by Stripe, not us.

We do not sell your data. You can ask us to export or delete your records at any time by emailing hello@bnbtidy.com; we’ll respond within 30 days, subject to records we’re legally required to keep.

Cleaners are onboarded through an application and approval process including document checks, training modules and a probation period. Job fees are fixed and shown before a job is accepted. Reliability affects which jobs a cleaner is offered; we do not fine cleaners.

These terms are governed by the law of England and Wales, and disputes fall to the courts of England and Wales.