Short-stay Host Terms
For Airbnb, Booking.com, Vrbo and similar turnover cleans.
These terms apply where you book Mop Idol to turn over a short-stay guest property for hosting, guest accommodation or property-management purposes. They do not apply to ordinary domestic cleaning of your own home — if you want a domestic home clean, our Home Cleaning Terms apply instead.
What you're buying
We provide a managed turnover clean. You're buying a guest-readiness outcome by a deadline, not a fixed appointment time.
- Same-day turnover — guest-ready by 3pm, where a same-day guest arrival is detected or you've selected an always-3pm preference.
- Flexible reset — guest-ready by 7pm, where no same-day guest arrival is detected. Where your calendar shows no same-day arrival we may route the clean as a 7pm flexible reset to keep the cost down, unless you've selected always-3pm.
What the base turnover includes
- kitchen clean; bathroom clean; bedroom and living-area reset;
- visible dusting; floors vacuumed, and mopped where suitable;
- rubbish removed; bins emptied and relined where liners are available;
- beds changed using clean linen available at the property;
- rooms reset for the next guest; visible high-touch points wiped;
- a photo report after completion; and obvious damage, access or safety issues reported.
Linen change is included. Laundry, linen hire and off-site linen cleaning are not included unless separately agreed. You are responsible for ensuring clean linen is available at the property.
What's out of scope
The base turnover assumes normal guest use. It does not include heavy reset, deep clean, specialist or hazardous cleaning. We may stop a clean where the property is unsafe, materially outside normal turnover scope, or can't reasonably be cleaned within the booked service — for example vomit, blood or human waste beyond normal bathroom cleaning, needles or drug paraphernalia, pests, mould or heavy limescale needing treatment, smoke damage, post-party mess, excessive rubbish, unsafe electrics or plumbing, structural hazards, or aggressive people.
Where we stop a clean we'll report the issue, provide photos where appropriate, and contact you. We may charge a reasonable attendance or work charge up to the booked clean price, depending on what was found, what could safely be done, work already completed, travel, reserved capacity and whether the condition was disclosed in advance. This charge is discretionary and we may waive or reduce it where that's fair.
If your guest cancels or moves
Where you've connected a booking calendar and it shows the guest booking was cancelled or moved, we won't charge a cancellation fee. If the clean hasn't been charged, it's cancelled at no cost; if it's already been charged, we'll start a full refund — provided the clean is not already operationally underway or completed.
Where the cleaner is already en route or has arrived, we may still waive the charge for genuine calendar-shown guest cancellations. But where access is withdrawn, codes changed, keys removed, concierge access refused, or the property is otherwise made unavailable after the cleaner is deployed, we may treat it as access failure or post-deployment cancellation and charge for work done, reserved capacity, travel and attendance up to the booked clean price. Once a clean is completed, no guest-cancellation refund applies.
Cancelling a clean yourself
For a clean you cancel that isn't caused by a calendar-shown guest cancellation, our standard bands apply: 48 hours or more before the clean, a full refund; 24 to 48 hours, 75%; less than 24 hours, 50%. Once the cleaner is deployed, en route, arrived or has started, we may charge a reasonable attendance or work charge up to the booked clean price. See our Cancellation & Refund Policy.
Access
You're responsible for providing accurate, working and safe access. Our ordinary failed-access fee is £20; where the cleaner has already been deployed we may charge more, up to the booked clean price. The guest-readiness promise no longer applies where we can't access the property at the required time.
Complaints and what we don't guarantee
We issue a photo report as soon as practical after completion. Raise guest-readiness issues as soon as possible — ideally before guest arrival, and normally within 2 hours of the photo report. All quality complaints must be raised within 24 hours of completion. Once someone else has entered the property after completion, remedies may be limited unless the issue is clearly down to our clean. Refunds and re-cleans are not automatic. See our Complaints Policy.
We don't guarantee guest reviews, platform ratings, Superhost or equivalent status, search ranking, occupancy, revenue, guest compensation or refunds, or loss of profit.
Liability
In short: we never limit liability for death or personal injury caused by our negligence, or remove rights that can't be excluded in law. For business customers we exclude loss of profit, revenue and bookings, guest compensation, platform rating or status impact, and indirect loss. This is a summary — the full liability terms are set out in our Terms.
Read alongside
These Short-stay Host Terms should be read with our Terms, Cancellation & Refund Policy, Complaints Policy, Insurance & Cover and Privacy Notice.