Terms of service

What Liora is

Liora is a marketplace. Hosts post turnovers. Cleaners quote. When a host accepts, those two people have the job between them. Liora is not the cleaner’s employer, not the host’s agent, and not a party to the clean. We do not supervise the work inside the home.

Who can join

You must be 18 or over. One person, one account, in your own name. The details you give must be true. You are responsible for keeping your sign-in private. Tell us if you think someone else is using it.

Hosts

• You cannot post until your identity documents pass.
• Every home needs ownership evidence: title, lease, management agreement, or listing confirmation.
• The brief, photos, time, and price must describe the job you actually want done.
• Neighbourhood is public. Street address, access notes, phone, and email stay locked until you accept a cleaner.
• You choose a fixed budget or you take bids. Accepting an offer is your agreement to that price and that cleaner.

Cleaners

• You must be 18 or over, as required by the government. A cleaner under 18 cannot join or take work.
• You work for yourself. Tax, insurance, right to work, and the standard of the clean are yours.
• A DBS, Disclosure Scotland, or AccessNI certificate is something you upload. Liora does not run that check.
• Quote only for work you can do in the window the host set.

The job

A job is agreed when the host accepts an offer. The price on that offer, including any laundry or ironing you both added, is the price of the work. Liora stores the agreement and, when the job is marked complete, a receipt for both of you.

When the cleaner has checked out, the host pays by card. The fee in the next section is added then. The receipt shows what the host paid and what the cleaner receives. It is not a tax invoice from us. Until card payments are switched on for a job, the host confirms the work and the receipt is only a record. A host may also add account credit by card. The suggested amount is the price of the next agreed job, including Liora’s host fee, or the jobs already agreed this week. A host can type another whole-pound amount from £10 to £5,000. That credit can be used to pay for a job. It cannot be withdrawn. If the card payment is refunded or disputed, the unused credit is removed. Referral credit is separate. It is paid only after a job that was paid by card, and it can be withdrawn to a connected payout account, from £10 up to that referral balance.

Damage

A host who finds damage after a clean opens a dispute on the job and says what was damaged. Support looks at the brief, the photos, and both accounts. An outcome can be a redo, a credit, a warning, or no action. Liora is not the insurer of the home.

Fees

Liora’s fee is 14% of the agreed price. That price is the accepted offer, including any laundry or ironing on it. The 14% is split:

• The host pays an extra 9%. On a £100 job, the host pays £109. Portfolio pays 6% (£106). House pays 5% (£105).
• The cleaner receives 5% less. On a £100 job, the cleaner receives £95. A Portfolio company receives £96. A House company receives £97.
• Liora keeps the difference. There is no other platform fee on the job.

There are two paid tiers, renewed monthly until the subscription ends. Portfolio is £29 a month for a small set of short-term rentals, or a small cleaning company: 30 properties, a 6% fee on that side, and 3 Liora Laundry loads a month at cost. House is £99 a month for a hotel, an estate agency, or a large cleaning company: 75 properties, a 5% fee on that side, 10 Liora Laundry loads a month at cost, and first place on cleans due within two days. A standard host lists 8 properties and pays 9%; a standard cleaner keeps 95%. Portfolio last-minute jobs are listed ahead of a standard host, behind House. Portfolio and House include priority support: Support answers those accounts before a standard account.

Amounts are rounded to the nearest penny. The host’s 9% is shown before they pay. The cleaner’s 5% is taken from the payout, not added on top of the host’s bill. Card payments are taken by Stripe. Stripe’s card processing is paid out of Liora’s 14%, not charged again to the host or the cleaner. The cleaner connects a payout account before checkout so the payout can be sent.

Reputation

Completed jobs and reviews feed a score from 1 to 99. Verified hosts and cleaners start at 50. A cleaner who has not passed identity checks starts at 25. A profile photo can take that to 27, and until Trust passes the score does not rise past that except for a host’s 5 out of 5, which adds 3 each time. Hosts do not get the photo bonus or the 5-star bonus.

Two or more reviews averaging under 2.5 bring the score down into the range Support reviews, between 4 and 9. The photo bonus does not apply there. A score under 20 shows a caution on the profile. Support reviews anyone under 10. Trusted cleaners, from 72, and Elite cleaners, from 86, are shown first to hosts who hire in the same neighbourhoods.

House standards are the list you are scored against. Support can review the seat, and an administrator can suspend or close it. How an account becomes live is set out in the Trust policy. You can read house standards and platform safety. Those pages are part of these terms.

Messages and conduct

Use messages for the job. Do not harass, threaten, or pretend to be someone else. Do not post another person’s private contact details, or a street address, before the job is accepted. Support, Admin, and Head Admin may read chats when there is a report, a dispute, or a safety concern.

Disputes

Either person on an agreed job can open a dispute. The desk can ask for an account, then record an outcome: redo, credit on Liora, a split, a warning, or no action. That outcome is how we close the file on the site. It does not replace a claim in court, and it does not make Liora liable for the clean.

If a booked cleaner has not checked in by the end of the arrival window, the host may mark them as not arrived. That cleaner comes off the job, and the job returns to the board at the front for every host, not only a paid plan. No card is taken, because payment happens after checkout. The cleaner’s reputation drops. A second no-show within 90 days pauses the cleaner until Support reopens the account. Cancelling before the window ends is not a no-show. If the cleaner had already checked in at the property, the mark does not remove them and Support reviews it. The cleaner may reply. Support can see whether a check-in was saved.

What you upload

You keep ownership of photos and documents you upload. You give Liora permission to store them and show them as the product already does: work photos on a profile or job, identity files only to you and to Trust staff, address only after accept.

Closing an account

You can ask us to close your account. We can suspend or close it if you break these terms, fail Trust, or the score and the safety rules say the seat should stop. A closed account cannot post, quote, or message. Records we must keep are described in the privacy policy.

Liability

The clean, the property, and the payment between host and cleaner are between those two people. Liora is not liable for loss of a booking, damage in a home, or a fee that one of you does not pay the other.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for any right that the law of England and Wales does not let us exclude. Where the law allows a limit, our liability to you in a year is limited to the platform fees you paid Liora in that year. Our fee is 14% of an agreed job: 9% added for the host and 5% taken from the cleaner. The rest of the job payment is passed to the cleaner.

Changes and law

We can update these terms. The date at the top will change, and continued use after that is acceptance of the new terms. If a change cuts across a job you have already agreed, the old terms still cover that job.

These terms are governed by the law of England and Wales. The courts of England and Wales decide disputes about this agreement with Liora. A dispute about the clean itself is between the host and the cleaner.