We collect user data.

Identity documents

A passport or driving licence is kept while the account is active, and for 12 months after it closes, so a dispute or a Trust review can still be checked. It is then deleted.

Automated help

Liora may use an automated tool to draft a reply or sort a queue. A person decides a Trust outcome, a dispute, and whether an identity document passes. No decision that closes an account is made by a model alone.

Who we are

Liora is the marketplace at lioraclean.co.uk. We connect property hosts and cleaners for short-let turnovers. We are the controller of the user data on this site. Questions go to [email protected].

User data we collect

If you create an account, post a job, quote, message, or upload a document, that is user data and we store it. In particular:

• Account. Name, email, password (stored only as a hash), and, if you use Google or X, the name, email, and photo those services send us. We do not keep their access tokens after sign-in. Creating an account is checked so a script cannot sign up. When that check is on, Cloudflare Turnstile tells us pass or fail. We do not receive a picture of you. A sign-in lasts 14 days and then ends. Opening the site does not extend it.
• Profile. Role (host or cleaner), phone, city, work areas, bio, services, rate, currency, profile photo, and referral code.
• Waiting list. If a letting agent joins the list before an account exists, we keep the agency name, the person’s name, email, town, how many checkouts they have, how soon they need them, and any note they write. That is so we can decide who to set up next. It is not an account.
• Identity. Legal name, date of birth, the type, number, country, and expiry of an identity document, and the photos or files you upload for ID, selfie, insurance, DBS, right to work, or address. What those files are used for is set out in the Trust policy.
• Homes. Property name, type, rooms, neighbourhood, full street address, access notes, ownership evidence, and the photos a host adds to a job.
• Work. Jobs, offers, agreed prices, reviews, reputation score, receipts, and cleaner work photos.
• Messages. Enquiry chats and job messages between a host and a cleaner, including anything you type into them.
• Visit. When a booked cleaner checks in, we take their location once and compare it with the property pin. We keep that point, how precise the phone said it was, and the distance, so the arrival can be verified. We do not keep tracking them after check-in. If a cleaner lists a fault, the host can email it to a maintenance contact they choose. That email includes the fault, the room, and the property address. It does not include access notes.
• Payments. Card payments, account credit, and business-plan subscriptions are taken by Stripe on Stripe’s pages. We do not receive or store the card number, expiry, or security code. We store the Stripe payment reference, the amount, the currency, and the Stripe fee on that charge. For a payout we store the Stripe account id and whether payouts are enabled, not the bank account number. Stripe collects identity and bank details itself when a host or cleaner sets up payouts.
• Alerts. Whether you want job emails, and the address we send them to.
• Safety and staff. Reports, disputes, account status, and a record of staff actions on your file.
• Sign-in. A session cookie, or a token in this browser, so you stay signed in for 14 days. We do not store your IP address or the name of your browser. We do not use advertising cookies.

Why we collect it

• To create your account and let you post, quote, agree a job, and keep a receipt.
• To take a card payment for a job, account credit, or a business plan, and to pay the cleaner or send a withdrawal to a connected payout account.
• To check identity and ownership before a host can post, and before a cleaner’s score can rise past the unverified cap.
• To show a public profile: name, photo, city, areas, score, and work photos. The street address, access notes, and phone stay hidden until a host accepts an offer.
• To send a job alert when you have left email alerts on.
• To investigate reports, disputes, and misuse. Support, Admin, and Head Admin can read host–cleaner chats for that reason. Tech staff cannot.
• To keep the service secure and to answer a legal request if we are required to.

The usual UK GDPR bases are contract (running your account, jobs, and payments), legal obligation (tax and accounting records), and legitimate interests (safety, fraud, and staff review). Job emails are optional and you can turn them off on your profile.

Who else sees it

Other members see only what the product shows them. Hosts see cleaner profiles and offers. Cleaners see job listings without the street address until they are accepted. After you agree, the other person receives the contact details the job unlocks.

Staff with the right desk can open accounts, Trust documents, and chats to do their job. Our hosting and database providers store the data so the site can run. If you sign in with Google or X, those companies process that sign-in under their own terms.

Stripe processes card payments and payouts. We send Stripe the email on the account, the amount in pounds, a description of the job, credit, or plan, and an account or job reference. When you set up payouts, you give Stripe your identity and bank details on Stripe’s site. Stripe uses that information to take or send the money and to meet its own legal duties. Stripe’s privacy notice is at stripe.com/gb/privacy. We do not sell user data, and we do not pass it to advertisers.

How long we keep it

We keep your user data while the account is open. After it is closed, we keep job, receipt, payment, payout, dispute, and Trust records for up to six years, which is the usual period for a UK tax or legal claim. Identity images are kept only as long as Trust and that dispute window need them. You can ask us to delete sooner. We will, unless we still need the record for a live dispute, a safety case, an unpaid or disputed payment, or the law.

Your choices

You can ask for a copy of your user data, a correction, deletion, a restriction, or to object to a use based on legitimate interests. You can also ask for the data you gave us in a portable form. To ask for deletion, open your profile and choose Request deletion. You can also email [email protected]. We may need to confirm it is your account before we act.

You can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint. We would rather hear from you first.

Who this is for

Liora is for adults hosting or cleaning homes. We do not aim the service at children, and we do not knowingly collect user data from anyone under 18.