Cleans:87
Live:28
UK:
4.9

Terms of Service

Last updated: 8 December 2025

1. Agreement to Terms

By accessing and using HostMate's cleaning services, you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.

2. Service Description

HostMate provides professional cleaning services for short-term rental properties. Our services include:

  • Standard cleaning services
  • Deep cleaning services
  • Linen change services
  • Oven cleaning services
  • Photo proof of completed work

3. User Responsibilities

As a user of HostMate services, you agree to:

  • Provide accurate property information and access instructions
  • Ensure the property is safe and accessible for cleaners
  • Secure or remove valuable items before cleaning appointments
  • Notify HostMate of any special requirements or hazards
  • Make timely payments for services rendered

4. Limitation of Liability

IMPORTANT: Please read this section carefully.

Lost or Stolen Items: HostMate is not responsible for any lost, stolen, or damaged personal property, valuables, cash, jewelry, electronics, or other items left on the premises. You are solely responsible for securing or removing valuable items before our cleaners arrive.

Property Damage: While we take every precaution, HostMate's liability for any damage to your property is limited to the cost of the cleaning service provided. We are not responsible for pre-existing damage, wear and tear, or damage caused by faulty equipment or structural issues.

Maximum Liability: In no event shall HostMate's total liability exceed the amount paid by you for the specific cleaning service in question.

5. Insurance

HostMate maintains general liability insurance. However, this insurance does not cover personal property, valuables, or items that should have been secured by the property owner. We recommend that property owners maintain their own insurance coverage for personal property and valuables.

6. Refund Policy

At HostMate, we aim to deliver a perfectly guest-ready home after every clean. If you are not satisfied with the service, we'll make it right.

1. Guest-Ready Guarantee (Free Re-clean)

  • •If you report an issue within 24 hours of the clean, we will arrange a free re-clean as quickly as possible.
  • •A re-clean will always be offered before a refund.
  • •Issues must be supported with photos or short video, so our team can review what went wrong.

2. Eligibility for Refunds

A refund may be issued only if:

  • •We fail to complete the re-clean, OR
  • •The re-clean does not resolve the reported issue, OR
  • •A cleaner arrives more than 2 hours late without prior communication, OR
  • •A cleaner does not attend the booking at all.

Refund amount = service fee minus any add-ons that have already been delivered.

3. Non-Refundable Situations

Refunds cannot be issued if:

  • •Incorrect address, access problems, key issues, code problems
  • •Host does not show up or check-out has not happened
  • •Property is excessively dirty beyond normal Airbnb standards (deep clean required)
  • •Additional tasks were expected but not included in the booking
  • •Cancellations outside the allowed time window (see below)

4. Cancellation Policy

Hosts may cancel:

  • •24+ hours before the appointment: → Full refund
  • •Less than 24 hours before: → 50% refund
  • •Within 4 hours of the scheduled time: → Non-refundable

Cleaners reserve the right to mark a property as "no-show" after 30 minutes of no access.

5. Add-ons Refund Policy

Add-ons that have already been completed (linen change, consumables refill, oven clean, etc.) are non-refundable.

6. Repeated Issues or Abuse

We reserve the right to refuse future service or refunds in the case of repeated misuse, false reports, or unreasonable expectations outside standard Airbnb cleaning procedures.

7. Payment Terms

Payment is required at the time of booking. We accept major credit cards and debit cards. All prices are in GBP and include applicable taxes.

If payment fails, your booking may be cancelled. You will be notified of any payment issues and given an opportunity to update your payment method.

8. Dispute Resolution

If you have a complaint or dispute regarding our services, please contact us at support@hostmate.com within 48 hours of the service completion. We will investigate and attempt to resolve the matter promptly. If we cannot resolve the dispute, it will be subject to the exclusive jurisdiction of the courts of England and Wales.

9. Changes to Terms

HostMate reserves the right to modify these Terms of Service at any time. We will notify users of any material changes via email or through our website. Continued use of our services after such changes constitutes acceptance of the new terms.

Questions?

If you have any questions about these Terms of Service, please contact us at:

Email: support@hostmate.com