Terms & Conditions

1. About HomeIQO

1.1 These Terms and Conditions ("Terms") govern your use of the HomeIQO website, booking platform and cleaning services arranged through HomeIQO.

1.2 HomeIQO is a trading name operated by a sole trader established in England ("HomeIQO", "we", "us" or "our").

1.3 HomeIQO operates an online platform through which customers can request and arrange cleaning services with independent cleaning professionals ("Service Providers" or "Cleaners").

1.4 HomeIQO manages elements of the customer experience including the booking platform, scheduling and coordination, payment processing arrangements, customer support and service administration. Cleaning services are carried out by independent Service Providers using the HomeIQO platform.

1.5 A request submitted through the Platform is not automatically a confirmed booking. A booking becomes confirmed when HomeIQO has accepted the booking, assigned a Service Provider and issued confirmation to the Customer.

1.6 These Terms apply together with our Privacy Policy and Cookie Policy and any service-specific information presented during the booking process.

1.7 Nothing in these Terms excludes or restricts any rights that a consumer has under applicable law where those rights cannot legally be excluded or restricted.

2. Definitions and Legal Relationship

2.1 “Platform” means the HomeIQO website, online booking system and any other digital tools made available by HomeIQO for arranging and managing Services.

2.2 “Customer”, “you” or “your” means the individual who makes a booking through HomeIQO or, where applicable, the person or organisation on whose behalf the booking is made.

2.3 “Service Provider” or “Cleaner” means an independent cleaning professional who has been accepted onto the HomeIQO platform and who performs cleaning services arranged through HomeIQO.

2.4 “Services” means the cleaning service and any selected extras described in the Customer's Confirmed Booking.

2.5 “Booking Request” means a request submitted by a Customer through HomeIQO for Services. Submission of a Booking Request does not by itself guarantee that the requested date, time or Service Provider is available.

2.6 “Confirmed Booking” means a Booking Request that has been accepted by HomeIQO, allocated to a Service Provider and confirmed to the Customer by HomeIQO.

2.7 “Booking Price” means the total price displayed or otherwise agreed for the Confirmed Booking, including selected extras and other charges clearly disclosed before confirmation or subsequently agreed with the Customer.

2.8 Independent Service Providers. Cleaners using HomeIQO provide their services as independent Service Providers. They are responsible for carrying out the cleaning service allocated to them in accordance with the confirmed service scope and applicable HomeIQO standards.

2.9 HomeIQO's role. HomeIQO operates and administers the platform through which Services are arranged. This includes processing Booking Requests, coordinating and assigning Service Providers, administering payments, communicating booking information, providing customer support and handling complaints or reported incidents.

2.10 Nothing in these Terms is intended to create an employment relationship between a Customer and a Service Provider, or to represent a Service Provider as an employee of the Customer.

2.11 The use of independent Service Providers does not remove or restrict any responsibility that HomeIQO has to the Customer where such responsibility arises under these Terms or applicable law.

2.12 Customers must raise complaints, payment disputes, reported damage, missing-property concerns and other significant service issues with HomeIQO in the first instance, rather than attempting to determine liability or resolve significant disputes directly with the Service Provider.

3. Customer Eligibility, Accounts and Acceptable Use

3.1 Eligibility. You must be at least 18 years old and legally capable of entering into a contract to create an account, submit a Booking Request or purchase Services through HomeIQO.

3.2 Accurate information. You must provide information that is accurate, complete and not misleading when creating an account, making a booking, contacting HomeIQO or submitting a complaint or claim. This includes your name, contact details, service address, property and access information, booking requirements and other information reasonably required to provide or administer the Services.

3.3 Account security. You are responsible for taking reasonable steps to keep your account credentials secure. You must notify HomeIQO as soon as reasonably possible if you believe your account, payment information or login credentials have been accessed or used without your permission.

3.4 Personal use of accounts. You must not impersonate another person, create an account using another person's identity without authority, knowingly provide false contact information, or allow an account to be used for fraudulent, unlawful or abusive purposes.

3.5 Duplicate and multiple accounts. You must not create or operate multiple accounts for the purpose of avoiding sums properly due; obtaining offers, credits or refunds more than permitted; circumventing a restriction, suspension or termination; concealing relevant account activity; or otherwise manipulating or abusing the Platform. HomeIQO may reasonably link, review or restrict accounts where there is evidence of such misuse.

3.6 Acceptable use. You must not misuse the Platform or use HomeIQO for unlawful, fraudulent, abusive or deliberately deceptive activity, including knowingly false information, manipulation of bookings or promotions, knowingly false complaints or claims, or conduct intended to cause unjustified financial loss.

3.7 Payment and refund abuse. You must not knowingly use stolen, unauthorised or fraudulently obtained payment details, falsely claim that an authorised transaction was unauthorised, deliberately obtain Services without intending legitimate payment, or use chargebacks, refund requests, promotional credits or payment disputes dishonestly. A genuine payment dispute, chargeback, complaint or exercise of a statutory consumer right will not, by itself, be treated as fraud or misuse.

3.8 Verification and investigation. Where HomeIQO reasonably suspects fraud, payment abuse, account misuse, a security incident or a material breach of these Terms, HomeIQO may carry out reasonable checks and request information reasonably necessary to investigate the matter. Relevant personal information will be handled in accordance with the Privacy Policy and applicable data-protection law.

3.9 Temporary restrictions. HomeIQO may temporarily restrict an account, pause a transaction or prevent new bookings where there are reasonable grounds to believe this is necessary to investigate suspected fraud, protect Platform security, prevent financial loss, protect a Customer or Service Provider, or investigate a serious breach. Where reasonably practicable, HomeIQO will inform the Customer unless doing so would compromise a fraud, security or legal investigation.

3.10 Suspension or termination. HomeIQO may suspend or terminate access where the Customer materially or repeatedly breaches these Terms; provides materially false or misleading information; engages in or assists fraudulent or unlawful activity; abuses booking, payment, promotional, complaint, refund or claims processes; circumvents restrictions; presents a genuine safety or security risk; engages in serious discriminatory, threatening, harassing or abusive conduct; or creates a material risk of fraud, security compromise or unlawful financial loss.

3.11 Immediate action. HomeIQO may suspend access or cancel affected bookings without prior notice where reasonably necessary because of suspected fraud, unlawful activity, serious misconduct, an immediate safety or security risk, or another material breach requiring urgent action. For less serious matters, HomeIQO may give the Customer a reasonable opportunity to correct the issue before terminating access.

3.12 Effect on existing bookings and money. Suspension or termination does not automatically cancel rights or obligations relating to Services already provided, legitimate refunds, outstanding payments, active complaints, investigations or other rights arising beforehand. Cancellation charges or refunds for affected bookings will be determined under these Terms and applicable law.

3.13 Evidence and legal action. HomeIQO may retain relevant records and take reasonable steps to protect its legitimate interests where fraud, theft, deliberate payment abuse or other unlawful conduct is reasonably suspected. This may include disputing a chargeback, seeking recovery of sums lawfully due, cooperating with payment providers, insurers or law enforcement, or pursuing other legal remedies. HomeIQO will not treat an allegation as proven merely because a complaint or suspicion has been raised.

4. Services and Service Scope

4.1 Services available through HomeIQO. HomeIQO enables Customers to arrange domestic cleaning services through the Platform. Services may include Regular Cleaning, Deep Cleaning, Move-In / Move-Out Cleaning, After Building Cleaning, and optional extras or additional services made available through the Platform. Each category has its own scope; the applicable service description and selected extras form part of the Confirmed Booking.

4.2 HomeIQO cleaning scope. Depending on the Service booked, the scope may include dusting and wiping accessible surfaces; furniture surfaces, window sills, skirting boards and accessible fixtures; vacuuming carpets and rugs; sweeping and mopping hard floors; mirrors and glass; kitchen surfaces, sinks and appliances where included; bathrooms, toilets, sinks, baths and showers; ordinary household rubbish; high-touch surfaces; and other tasks identified in the applicable HomeIQO checklist.

4.3 Service-specific checklist. The detailed checklist displayed by HomeIQO for the Service booked forms part of the description of that Service. A task appearing in one service checklist is not automatically included in another. HomeIQO may organise checklist items differently by room or property type provided this does not materially reduce the represented scope.

4.4 Scope of a Confirmed Booking. A Confirmed Booking covers the selected Service, property details supplied, applicable service checklist, selected or included extras, and material service-specific arrangements confirmed by HomeIQO. A booking does not provide unlimited cleaning or automatically include tasks, areas, appliances or specialist work outside that scope.

4.5 Cleaning results. HomeIQO and its Service Providers will aim to complete the applicable scope to the standard reasonably expected from the Service booked. Cleaning does not guarantee restoration to an 'as new' condition or removal of permanent staining, limescale, discolouration, mould staining, wear, deterioration, damage, heavily ingrained dirt or other conditions not reasonably removable through the booked Service.

4.6 Optional extras. An optional extra is included only where expressly selected, purchased or stated as included. Additional work requested later may be added subject to suitability, availability and an additional price communicated to and accepted by the Customer. Service Providers are not required to perform unpaid additional work.

4.7 Regular Cleaning. Regular Cleaning is intended for routine maintenance of a reasonably maintained home. It may include routine dusting and wiping of accessible surfaces, vacuuming, sweeping and mopping, mirrors and accessible glass, kitchen work surfaces and exterior surfaces, bathroom cleaning, high-touch areas and ordinary household rubbish as specified in the current HomeIQO Regular Cleaning checklist. It does not automatically include more intensive tasks allocated to other Services or extras.

4.8 Deep Cleaning. Deep Cleaning provides a more detailed level of cleaning and may include additional attention to build-up and areas identified in the current HomeIQO Deep Cleaning checklist, such as detailed surface cleaning, blinds, bathroom build-up, high-touch surfaces and additional kitchen, bathroom, floor and accessible fixture cleaning. Internal appliance cleaning or another task is included only where the applicable checklist or Confirmed Booking states it.

4.9 Move-In / Move-Out Cleaning. Move-In / Move-Out Cleaning is intended to provide a more comprehensive clean when entering or leaving a property. Its checklist may include living areas and bedrooms, bathrooms, kitchens, hallways and other relevant areas, together with more detailed cleaning of suitable cupboards, drawers, appliances, fixtures, floors and accessible surfaces where stated as included.

4.10 After Building Cleaning. After Building Cleaning is intended for properties requiring cleaning following building, renovation or decorating work. It covers tasks identified in the applicable HomeIQO After Building checklist but does not include hazardous construction materials, specialist waste disposal, building repairs or specialist remediation unless expressly offered and confirmed.

4.11 Cleaning products - Regular and Deep Cleaning. Unless the Confirmed Booking states otherwise, cleaning products are not included as standard with Regular or Deep Cleaning. Where products are offered as an optional extra, the Customer may purchase that extra. Otherwise, the Customer must provide suitable cleaning products required for the booked Service.

4.12 Products - Move-In / Move-Out and After Building. Standard cleaning products are included with Move-In / Move-Out and After Building Cleaning unless the Confirmed Booking states otherwise. HomeIQO does not guarantee a particular brand.

4.13 Customer-requested products and sensitive surfaces. Customers requiring a particular product because of preference, allergies, sensitivities, manufacturer instructions, delicate materials or another property-specific requirement must tell HomeIQO before the Service and, unless expressly agreed otherwise, provide the required product. A Service Provider may decline to use a product reasonably believed unsafe, unsuitable or likely to cause damage.

4.14 Equipment - Regular and Deep Cleaning. Customers booking Regular or Deep Cleaning must provide suitable, safe and functioning household equipment reasonably required for the Service, including, where applicable, a working vacuum cleaner, mop and bucket. A Service Provider is not required to use defective, unsafe or unsuitable equipment.

4.15 Equipment - Move-In / Move-Out and After Building. Customers booking Move-In / Move-Out or After Building Cleaning must accurately tell HomeIQO whether suitable cleaning equipment is available, particularly where the property is empty. Where necessary equipment is unavailable, HomeIQO may consider alternative arrangements. Additional or specialist equipment is not guaranteed unless expressly agreed.

4.16 Property preparation. Customers do not need to clean before HomeIQO arrives. The property must, however, be reasonably accessible and sufficiently free from excessive clutter or belongings that prevent access to included areas. Cash, jewellery, important documents, sentimental possessions, valuable items and particularly fragile belongings must be appropriately secured.

4.17 Decluttering, organisation and rubbish. Ordinary household rubbish removal included within a checklist does not mean clearance of excessive rubbish, waste, abandoned possessions or specialist waste. Unless expressly included, Services do not include substantial decluttering, organising personal belongings, house clearance or waste-removal services.

4.18 Out-of-scope and unsafe work. A Service Provider is not required to perform work outside the Confirmed Booking; requiring specialist skills, licensing, equipment or treatment not included; involving undisclosed hazardous materials; unsafe work at height; unsafe movement of excessively heavy objects; repairs or maintenance; or otherwise creating an unreasonable health, safety or property-damage risk. Refusal of genuinely unsafe or out-of-scope work does not by itself constitute a failure to provide the booked Service.

4.19 Accurate booking information. Customers must accurately describe the property and cleaning requirements, including requested information about property size, bedrooms, bathrooms, condition, Service type, extras, access, pets, parking and other material circumstances.

4.20 Materially different property or requirements. If the property or required work is materially different from the information supplied, HomeIQO may continue with the original scope where reasonably possible; offer a change of Service or additional work at an adjusted price; limit work to what can safely and reasonably be completed within the Confirmed Booking; arrange an alternative appointment or Service; or decline/cancel where the Service cannot reasonably or safely proceed. A price adjustment must relate to a genuine material difference or additional work and be communicated before additional chargeable work is undertaken.

4.21 Materially inaccurate information caused by the Customer. Where the Service cannot reasonably proceed because the Customer materially misrepresented, omitted or incorrectly described relevant information, the booking may be treated as a Customer-caused cancellation and the applicable cancellation provisions may apply. Minor or immaterial differences will not by themselves trigger this provision.

4.22 Pre-existing damage and delicate items. Customers must tell HomeIQO about known delicate, damaged, defective or unusually sensitive surfaces, fixtures or belongings requiring particular treatment. Cleaners are not responsible for repairing pre-existing damage and may leave an item or area untreated where cleaning could reasonably cause damage.

4.23 Access to areas. Customers must provide reasonable and safe access to areas included in the Confirmed Booking. Areas that cannot reasonably or safely be accessed may remain uncleaned. Keys, codes and access failures are dealt with separately below.

4.24 Changes during the Service. Customers must not privately negotiate substantial additional paid work or materially different cleaning arrangements with the Cleaner. Changes affecting scope or price must be arranged through HomeIQO so they can be recorded, authorised and priced. This does not prevent ordinary communication reasonably necessary to perform the booking.

5. Bookings and Confirmation

5.1 Customers may submit a Booking Request through the Platform by selecting the required Service, property details, date, time, extras and other requested booking information.

5.2 Submission of a Booking Request does not mean the booking has been accepted or that a Cleaner has been secured.

5.3 A booking becomes a Confirmed Booking only when HomeIQO has accepted the request, assigned a Service Provider and issued confirmation to the Customer.

5.4 HomeIQO may contact the Customer where clarification or additional information is reasonably required before confirmation.

5.5 HomeIQO may decline a Booking Request where no suitable Service Provider is available, the request is outside the service area or scope, information raises a material safety or fraud concern, or HomeIQO cannot reasonably fulfil the requested Service.

5.6 Where HomeIQO cannot accept a Booking Request, any payment collected for a Service that will not be provided will be released, reversed or refunded as appropriate.

5.7 Customers must review their confirmation and notify HomeIQO promptly if material booking information is incorrect.

5.8 A Confirmed Booking reserves Service Provider availability for that Customer. The Customer must comply with the cancellation and rescheduling provisions below.

6. Prices, Extras and Payments

6.1 The price displayed during booking is based on the information and options supplied by the Customer.

6.2 The Booking Price includes the Service and extras expressly identified in the Confirmed Booking. Optional services or extras not selected are not included merely because requested at the property.

6.3 Customers must use a payment method they are authorised to use and provide accurate payment and billing information.

6.4 Payments are processed using HomeIQO's authorised payment infrastructure, which may include third-party payment processors such as Stripe. HomeIQO does not guarantee uninterrupted availability of a third-party payment system.

6.5 HomeIQO may carry out or facilitate reasonable payment verification and fraud-prevention checks and may decline, pause or cancel a transaction where there are reasonable grounds to suspect unauthorised use, fraud or material payment risk.

6.6 Where a Customer requests a material change to property details, Service or extras, the price may change. HomeIQO will communicate any additional charge before additional chargeable work is authorised.

6.7 Service Providers must not privately collect payment from Customers for HomeIQO bookings or privately negotiate additional paid work arising from a HomeIQO introduction unless HomeIQO has expressly authorised the arrangement.

6.8 Refunds will ordinarily be returned through the original payment method and payment processor, subject to applicable law and processor requirements.

6.9 Customers remain responsible for legitimate sums properly due under these Terms. HomeIQO may take reasonable and lawful steps to recover unpaid amounts.

7. Recurring Bookings

7.1 Where HomeIQO offers recurring cleaning, the Customer may request Services at an agreed recurring frequency.

7.2 Each scheduled visit remains subject to these Terms, including access, cancellation, rescheduling, payment, property-condition and safety requirements.

7.3 HomeIQO will make reasonable efforts to provide continuity but does not guarantee that the same Cleaner will attend every recurring booking.

7.4 Where a Cleaner becomes unavailable, HomeIQO may attempt to assign another suitable Service Provider.

7.5 Customers may end or alter future recurring bookings subject to the applicable notice and cancellation provisions.

7.6 Ending recurring bookings does not remove charges legitimately incurred for Services already provided or late cancellations already falling within the applicable cancellation period.

8. Cancellation and Rescheduling Policy

8.1 More than 48 hours before the scheduled Service: No HomeIQO cancellation or rescheduling fee applies.

8.2 Less than 48 hours before the scheduled Service: A charge equal to 50% of the Booking Price may apply.

8.3 Less than 2 hours before the scheduled Service: A charge equal to 100% of the Booking Price may apply.

8.4 The same notice periods apply to material rescheduling requests.

8.5 These charges reflect the late loss of reserved Service Provider availability and reduced opportunity to reallocate the booking. They will not be applied where doing so would conflict with statutory rights.

8.6 Where the Customer prevents the Service from proceeding through a material failure within their responsibility, including failure to provide agreed access, materially incorrect access information, an unsecured animal presenting a safety risk, an unsafe property or materially inaccurate booking information, HomeIQO may treat the booking as a Customer-caused cancellation and apply the charge corresponding to the circumstances and timing.

8.7 Exceptional circumstances. Customers experiencing genuine exceptional circumstances should contact HomeIQO as soon as possible. HomeIQO may consider the circumstances reasonably but does not guarantee that a charge will automatically be waived.

8.8 HomeIQO cancellation. If HomeIQO or the assigned Cleaner cannot fulfil a Confirmed Booking, HomeIQO will contact the Customer and may attempt to arrange a replacement Cleaner, alternative time or rescheduled Service.

8.9 Where HomeIQO cannot fulfil the booking and the Customer does not accept a suitable alternative, the Customer will not be charged a HomeIQO cancellation/rescheduling fee for that cancellation, and any amount paid for the unprovided Service will be dealt with appropriately.

9. Statutory Cancellation Rights

9.1 Nothing in HomeIQO's commercial cancellation policy removes any cancellation right available under applicable consumer law.

9.2 Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply to a distance contract for Services, a Customer may have a statutory right to cancel within 14 days from the day after the service contract is entered into, subject to applicable exceptions and rules concerning Services commenced during that period.

9.3 Where a Customer asks HomeIQO to arrange or begin performance during an applicable statutory cancellation period, HomeIQO may require the Customer's express request for performance to begin during that period.

9.4 Where the law permits, a Customer who cancels after performance has begun following the required request may be required to pay an amount proportionate to Services already supplied up to cancellation.

9.5 Where the Service has been fully performed during the statutory cancellation period, the statutory right to cancel may be lost where the legal requirements for commencement and the Customer's required acknowledgement have been satisfied.

9.6 HomeIQO will provide legally required information concerning statutory cancellation rights through the booking process, confirmation or another durable medium where required.

9.7 These statutory rights operate separately from the additional commercial cancellation/rescheduling arrangements in Section 8.

10. Customer Responsibilities

10.1 Customers must provide accurate booking and property information; ensure the property can reasonably and safely be cleaned; disclose relevant hazards, delicate surfaces and material access issues; secure valuables; provide required products/equipment where applicable; treat Cleaners and HomeIQO personnel respectfully; supervise or secure animals where necessary; and not deliberately interfere with performance of the Confirmed Booking.

10.2 Customers must ensure they have authority to permit HomeIQO and the assigned Cleaner to enter and clean the property.

11. Keys, Access and Property Security

11.1 HomeIQO does not hold or routinely store Customer keys.

11.2 Access may be arranged through the Customer or another authorised person being present, a secure key safe or lockbox, smart lock or access code, or another secure method agreed with HomeIQO.

11.3 HomeIQO does not recommend leaving keys unsecured or openly hidden outside a property.

11.4 Customers are responsible for accurate access instructions and ensuring the agreed access method functions at the scheduled Service time.

11.5 Access information may be shared with the assigned Service Provider where reasonably necessary to fulfil the booking and must only be used for that purpose.

11.6 Service Providers must not copy keys, disclose access codes, retain access information for unauthorised purposes or enter a Customer's property other than as authorised in connection with the Service.

11.7 Where Customer-provided access fails and the Service cannot reasonably proceed, the Customer-caused cancellation provisions may apply.

11.8 Lost-key incidents must be reported to HomeIQO immediately and will be investigated under the claims provisions of these Terms.

12. Pets

12.1 Customers must disclose relevant pets when requested during booking and take reasonable steps to prevent pets from interfering with or creating a risk during cleaning.

12.2 An animal that is aggressive, protective, unpredictable or likely to interfere with the Cleaner must be appropriately secured or separated.

12.3 A Cleaner is not required to assume an unfamiliar animal is safe solely because its owner describes it as friendly.

12.4 A Cleaner may refuse to enter or may stop work where an unsecured animal reasonably presents a safety risk. Where this results from the Customer failing to make appropriate arrangements, the applicable Customer-caused cancellation provisions may apply.

12.5 Customers are responsible for taking reasonable steps to prevent pets escaping while access is being provided or cleaning is taking place.

13. Parking

13.1 Customers must provide accurate information requested by HomeIQO concerning parking restrictions, permits, paid parking and property access.

13.2 HomeIQO does not guarantee that every Cleaner will travel by car.

13.3 Where the assigned Cleaner reasonably requires parking and necessary parking charges apply, the Customer may be responsible for those charges where this has been communicated as part of the booking arrangements.

13.4 HomeIQO does not require or authorise Service Providers to park illegally or unsafely.

13.5 Where necessary access or parking cannot reasonably be obtained because of materially inaccurate Customer information, HomeIQO may be unable to perform the Service and the applicable cancellation provisions may apply.

14. Products and Equipment

14.1 The detailed products and equipment rules in Section 4 apply to each Service. Regular and Deep Cleaning customers provide required products unless purchased or included, together with suitable working household equipment. Move-In / Move-Out and After Building Cleaning include standard products unless the Confirmed Booking states otherwise.

14.2 Particular brands are not guaranteed. Service Providers may refuse products or equipment reasonably believed to be unsafe, defective or unsuitable.

15. Service Provider Standards and Vetting

15.1 Every Cleaner must complete HomeIQO's vetting process before accepting bookings through the Platform. Checks are designed to verify identity, eligibility to work and suitability to provide cleaning services through HomeIQO, together with information and documentation required during onboarding.

15.2 HomeIQO requires Cleaners to undergo a DBS check as part of its vetting process before providing Services through the Platform. A DBS check provides information about an individual's criminal record at the time of the check and is not a guarantee of future conduct.

15.3 Cleaners are expected to follow HomeIQO's service, safety and professional conduct standards while using the Platform.

15.4 Vetting and onboarding are risk-management measures and do not amount to a guarantee that a Service Provider will never make an error or engage in misconduct.

16. Service Problems and Complaints

16.1 Customers should report a material cleaning-quality problem to HomeIQO first as soon as reasonably possible after discovering it and provide sufficient information for HomeIQO to investigate.

16.2 HomeIQO may request photographs, booking information or other reasonable evidence relevant to the issue.

16.3 Where appropriate, HomeIQO may investigate with the Cleaner and offer corrective action.

16.4 Nothing in this complaints procedure removes statutory consumer rights, including rights relating to services performed without reasonable care and skill.

17. Damage, Valuables and Missing Property

17.1 Customers must appropriately secure cash, jewellery, important documents, sentimental items and other particularly valuable or fragile property before cleaning.

17.2 Damage should be reported to HomeIQO as soon as reasonably possible. HomeIQO may request photographs, proof of ownership or value where relevant, repair or replacement estimates and other reasonable evidence.

17.3 The Customer should preserve the damaged item and, unless urgent action is reasonably necessary for safety or to prevent further damage, give HomeIQO a reasonable opportunity to investigate before disposing of or materially altering it.

17.4 For missing property, Customers should first check the property carefully in case the item has been moved. If it still cannot be located, the Customer should contact HomeIQO within 24 hours of the Service.

17.5 HomeIQO may request proof of ownership or value, photographs or CCTV where available and lawful, and information concerning when the item was last seen. Where theft is suspected, the Customer should report the matter to the police and obtain a crime reference number.

17.6 Customers should contact HomeIQO rather than directly accusing the Cleaner. A missing-item report does not itself establish that a Cleaner took the item.

17.7 Reports made after 24 hours may be more difficult to investigate and may affect an insurance claim, but the 24-hour reporting target does not automatically remove rights that cannot legally be excluded.

18. Insurance and Claims

18.1 HomeIQO maintains public liability insurance with cover of up to £1,000,000, subject to the terms, conditions, exclusions and limits of the applicable insurance policy.

18.2 The existence of insurance does not mean every reported loss, damage or incident is automatically covered or that every claim will result in compensation.

18.3 Claims must be reported to HomeIQO as soon as reasonably possible. HomeIQO may request reasonable evidence necessary to investigate and administer a claim, including photographs, proof of ownership or value, repair estimates, booking information and other relevant evidence.

18.4 The Customer must take reasonable steps to preserve relevant evidence and prevent further loss or damage. Unless urgent action is reasonably necessary, the Customer should not dispose of or materially alter a damaged item before HomeIQO has had a reasonable opportunity to investigate.

18.5 Where an insured claim is accepted, the Customer bears the first £100 of that accepted claim. An accepted insured claim valued at £100 or less will therefore not produce an insurance payment; for an accepted insured claim exceeding £100, the first £100 is deducted from the amount otherwise payable. This insurance excess does not itself limit any liability that cannot lawfully be limited.

18.6 Liability must first be established. Where repair is reasonable and appropriate, reasonable repair cost may be considered before replacement. Where value assessment is appropriate, compensation does not automatically mean the original purchase price or a brand-new replacement; relevant factors may include age, original price, condition, depreciation, wear, reasonable remaining useful life and actual cash value immediately before the incident.

18.7 Where liability for loss of a Customer's key is accepted under the applicable claims arrangements, compensation is limited to a maximum of £30, subject to applicable terms, exclusions and any liability that cannot lawfully be restricted.

18.8 HomeIQO may investigate a claim with the relevant Service Provider and, where appropriate and lawful, provide relevant information to or obtain information from an insurer, payment provider, police or another relevant party.

18.9 HomeIQO may reject a claim where, following reasonable investigation, available evidence does not establish responsibility or the claim falls outside applicable insurance coverage, subject always to legal rights or liabilities that cannot lawfully be excluded.

18.10 Knowingly making a false, fabricated, materially exaggerated or deliberately misleading claim may constitute a serious breach. HomeIQO may suspend or terminate the account, preserve relevant evidence, reject amounts not legitimately due and, where appropriate, refer suspected fraud to an insurer, payment provider or law-enforcement authority or pursue other available legal remedies.

18.11 Nothing in this Section excludes or restricts liability or consumer rights where doing so would be prohibited by law.

19. Refunds, Repeat Performance and Credits

19.1 Customers who believe a Service has not been provided in accordance with the Confirmed Booking should contact HomeIQO as soon as reasonably possible so the matter can be investigated.

19.2 HomeIQO may request reasonable supporting information, including photographs, booking information and details of the areas or tasks concerned.

19.3 Depending on the circumstances and the Customer's legal rights, an appropriate resolution may include correcting or repeating relevant work; a partial or full price reduction or refund; account credit or another goodwill remedy where voluntarily accepted; or another appropriate resolution agreed between HomeIQO and the Customer.

19.4 HomeIQO is not required to provide a refund merely because a Customer is dissatisfied with something outside the Confirmed Booking, not reasonably remediable through cleaning, resulting from pre-existing damage or condition, or otherwise not amounting to a failure to provide the booked Service.

19.5 A goodwill credit or voucher does not replace a monetary refund where the Customer is legally entitled to a monetary refund unless the Customer voluntarily agrees otherwise.

19.6 Refunds will ordinarily be made to the original payment method unless otherwise agreed or required by applicable law or the relevant payment provider.

19.7 Where no shorter period is required by law, approved discretionary refunds, compensation payments and claim settlements may take up to 45 days to complete where investigation, verification, insurer involvement or payment-provider processing is required.

19.8 Where applicable law requires HomeIQO to issue a refund within a shorter period, the statutory period will apply instead.

19.9 HomeIQO may reasonably investigate a refund request before approving it but will not use an investigation merely to delay or avoid a refund that is legally due.

20. Payment Fraud, Chargebacks and Disputed Transactions

20.1 Customers must only use payment methods they are authorised to use.

20.2 HomeIQO may use reasonable fraud-prevention and payment-verification measures and may pause, decline or cancel a transaction where there are reasonable grounds to suspect fraud, unauthorised payment use or a material security risk.

20.3 A Customer must not knowingly use stolen or unauthorised payment details, deliberately obtain Services without intending legitimate payment, falsely claim an authorised transaction was unauthorised, or deliberately misuse a chargeback or payment-dispute process.

20.4 A genuine chargeback, card dispute, complaint or exercise of consumer rights will not by itself be treated as fraudulent.

20.5 Where a payment dispute or chargeback occurs, HomeIQO may provide the relevant payment provider with reasonable evidence concerning the transaction, including booking confirmation, communications, service records, access information and other relevant evidence, subject to applicable data-protection law.

20.6 A chargeback does not automatically determine whether money was contractually due. Where a Customer receives Services and subsequently reverses a legitimately due payment without lawful justification, HomeIQO may seek recovery of the amount properly due and reasonable recoverable costs through lawful means.

20.7 HomeIQO may restrict or terminate accounts reasonably associated with proven or reasonably substantiated payment fraud or repeated deliberate payment abuse.

21. False, Fraudulent and Dishonest Claims

21.1 Customers must provide truthful information when making complaints, damage reports, missing-property reports, refund requests and insurance claims.

21.2 HomeIQO may investigate claims and request reasonable evidence relevant to establishing what occurred, responsibility and the amount of any alleged loss.

21.3 HomeIQO may consider relevant booking records, communications, photographs, CCTV voluntarily supplied where lawful, proof of ownership/value, repair quotations, Cleaner information, access records and other reasonably available evidence.

21.4 A missing item, allegation or complaint does not by itself establish wrongdoing by a Service Provider.

21.5 Knowingly fabricating evidence, materially exaggerating a loss, falsely alleging theft or damage, concealing material information or deliberately making a dishonest claim constitutes a serious breach of these Terms.

21.6 Where HomeIQO reasonably establishes deliberate fraud or dishonesty, it may reject any amount not legitimately due, suspend or terminate the account, preserve relevant evidence, cooperate with insurers, payment providers or law enforcement and pursue available legal remedies.

21.7 This section does not discourage or penalise Customers for making genuine complaints or claims in good faith.

22. Respect, Discrimination, Harassment and Safety

22.1 HomeIQO has zero tolerance for serious abusive, threatening, violent, discriminatory, sexually inappropriate or harassing conduct towards Service Providers, Customers, HomeIQO personnel or other persons involved in a booking.

22.2 Customers and Service Providers must treat one another with reasonable dignity and respect.

22.3 A Service Provider may leave or refuse to enter a property where they reasonably believe there is an immediate threat to their safety.

22.4 HomeIQO may immediately suspend an account or cancel affected bookings where serious misconduct or an immediate safety concern reasonably requires it.

22.5 Where the Customer's serious misconduct causes a Service to be terminated, HomeIQO may apply the applicable cancellation provisions where lawful and proportionate.

22.6 Nothing prevents HomeIQO from contacting emergency services or law enforcement where reasonably necessary.

23. Private Hiring, Circumvention and Non-Solicitation

23.1 HomeIQO invests in marketing, customer acquisition, technology, administration, Cleaner recruitment and vetting, scheduling, support and development of its Service Provider network.

23.2 Customers must not knowingly circumvent HomeIQO by directly or indirectly engaging, hiring, paying or arranging private cleaning services with a Service Provider first introduced to them through HomeIQO where the purpose or effect is to bypass the HomeIQO Platform and avoid the applicable HomeIQO booking arrangements.

23.3 Customers must not encourage, request or assist a Service Provider to divert existing or future HomeIQO-originated bookings away from HomeIQO.

23.4 Customers must not exchange payment information or make private payment arrangements with a Service Provider for the purpose of circumventing HomeIQO.

23.5 Ordinary communication between a Customer and Cleaner reasonably necessary to perform a Confirmed Booking is permitted.

23.6 A corresponding restriction may apply to Service Providers under their separate agreement with HomeIQO.

23.7 Where HomeIQO has reasonable evidence of deliberate circumvention, HomeIQO may suspend or terminate Platform access, cancel future bookings and seek recovery of losses HomeIQO is legally entitled to recover.

23.8 Where deliberate circumvention causes HomeIQO recoverable financial loss, HomeIQO reserves the right to pursue appropriate legal remedies.

23.9 HomeIQO may preserve and rely upon relevant booking, payment and communication records when investigating suspected circumvention, subject to applicable law and its Privacy Policy.

24. Third-Party Technology and Services

24.1 HomeIQO uses third-party technology and service providers to operate parts of its business, which may include booking, payment, communication, analytics, website and related infrastructure.

24.2 Third-party providers may include services such as BookingKoala for booking technology and Stripe for payment infrastructure, together with other providers identified where appropriate in HomeIQO's Privacy or Cookie Policy.

24.3 Use of third-party technology may also be subject to relevant third-party technical requirements or terms.

24.4 HomeIQO cannot guarantee that third-party technology will operate without interruption at all times.

24.5 Where a technical outage affects a booking, HomeIQO will take reasonable steps within its control to manage the affected booking.

24.6 Nothing in this section excludes responsibility HomeIQO has under applicable law for matters within its responsibility.

25. Privacy, Cookies and Communications

25.1 HomeIQO processes personal information in accordance with its Privacy Policy and applicable data-protection law.

25.2 HomeIQO may use personal information where reasonably necessary to administer bookings, coordinate Service Providers, process payments, provide customer support, investigate complaints and claims, prevent fraud, protect safety and security and comply with legal obligations, subject to the lawful bases described in the Privacy Policy.

25.3 Information may be shared with an assigned Service Provider where reasonably necessary to fulfil a booking, including relevant property and access information.

25.4 HomeIQO's use of cookies and similar technologies is explained through its Cookie Policy and consent-management arrangements.

25.5 Customers must not misuse another person's personal information obtained through HomeIQO.

25.6 HomeIQO may communicate with Customers concerning bookings, payments, safety, complaints, account administration and other service-related matters using contact details supplied by the Customer.

26. HomeIQO Liability

26.1 Nothing in these Terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or consumer rights that cannot legally be excluded or restricted.

26.2 HomeIQO is not responsible for losses caused solely by circumstances outside HomeIQO's reasonable control where HomeIQO has taken reasonable steps appropriate to the circumstances.

26.3 HomeIQO is not responsible for pre-existing damage, ordinary wear and tear, inherent defects, deterioration or conditions not caused by provision of the booked Service.

26.4 HomeIQO will not be responsible for loss caused by materially inaccurate or incomplete information supplied by the Customer to the extent the loss was reasonably caused by that information.

26.5 HomeIQO is not responsible for loss of opportunity, profit or other business-related loss suffered by a Customer using HomeIQO primarily as a consumer, except where applicable law provides otherwise.

26.6 Where an item is damaged and HomeIQO is legally responsible, reasonable repair should be considered before replacement where repair is practical and appropriate.

26.7 Where replacement-value assessment is appropriate, compensation does not automatically mean the original purchase price or cost of a brand-new replacement. Relevant factors may include age, condition, depreciation, reasonable repair cost and actual value immediately before the incident, subject to applicable law and insurance arrangements.

26.8 The insurance provisions in Section 18 do not themselves exclude any liability that HomeIQO cannot legally exclude.

27. Customer Responsibility and Loss Caused to HomeIQO

27.1 Customers remain responsible for losses they cause through their own unlawful conduct, fraud or material breach of these Terms, to the extent recoverable under applicable law.

27.2 This may include deliberate property or access misuse, fraudulent payment activity, deliberately false claims or deliberate circumvention of HomeIQO.

27.3 HomeIQO will not impose arbitrary penalties under this section and will only seek amounts or remedies it is legally entitled to pursue.

28. Events Outside Reasonable Control

28.1 Neither HomeIQO nor a Service Provider will be treated as breaching these Terms solely because performance is prevented or materially delayed by an event genuinely outside reasonable control.

28.2 Such events may include severe weather, major transport disruption, emergency situations, significant utility failures, government restrictions or serious third-party infrastructure outages.

28.3 HomeIQO will take reasonable steps to contact affected Customers and, where appropriate, attempt to reschedule or otherwise resolve affected bookings.

28.4 Customer statutory rights remain unaffected.

29. Suspension, Refusal of Service and Termination

29.1 HomeIQO may suspend, refuse or terminate access for serious or repeated breaches of these Terms, fraud, safety risks, discriminatory or abusive conduct, deliberate circumvention, payment abuse or other grounds established in these Terms.

29.2 For less serious correctable issues, HomeIQO may provide a reasonable opportunity to correct the issue.

29.3 Immediate action remains available where reasonably necessary for fraud, serious misconduct, illegal activity or an immediate safety or security concern.

29.4 Termination does not erase legitimate outstanding refunds, claims, payments or rights already accrued.

30. Changes to These Terms

30.1 HomeIQO may update these Terms where reasonably necessary, including because of changes to law, regulation, HomeIQO Services, technology, payment arrangements, security requirements or business operations.

30.2 The current version and effective date will be made available through the HomeIQO website.

30.3 Changes will not retrospectively remove rights already accrued in relation to completed Services or existing disputes.

30.4 Where a material change affects an ongoing arrangement and notice is reasonably required, HomeIQO will take reasonable steps to communicate it.

31. Governing Law and Consumer Rights

31.1 These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to the Customer.

31.2 If the Customer lives in another part of the United Kingdom, they may also have rights to bring proceedings in the courts applicable to where they live where consumer law permits.

31.3 Nothing in these Terms removes statutory consumer rights.

31.4 If any provision of these Terms is found unlawful or unenforceable, the remaining provisions will continue to apply so far as legally permitted.

31.5 A delay by HomeIQO in exercising a contractual right does not automatically mean HomeIQO has permanently waived that right.

31.6 These Terms, the Confirmed Booking, applicable service information and policies expressly incorporated into them form the relevant agreement concerning the Customer's use of HomeIQO Services.