1. Scope and Status

These terms set the operational conditions for cleaners providing services through IOWStays. They should be read with any separate written agreement, rate confirmation or engagement terms supplied to the cleaner.

Where a cleaner is engaged on a self-employed basis, they are responsible for their own tax and National Insurance obligations and for maintaining any registrations or records required by law. Nothing in these terms overrides employment status as determined by the actual working relationship and applicable law.

2. Availability and Job Allocation

Cleaners must keep availability reasonably up to date and promptly advise the relevant Cleaner Manager if they cannot undertake an allocated job. Jobs must not be transferred to another person without authorisation.

Cleaner Managers may allocate or reassign jobs to maintain service coverage. Accepting a job means the cleaner intends to attend and complete it to the required standard, subject to genuine emergencies or safety concerns.

3. Attendance and Professional Conduct

Cleaners must attend at the agreed date and reasonable time, behave professionally, respect guests, clients, neighbours and property, and follow lawful site rules and IOWStays operational instructions.

4. Cleaning Standards and Checklists

The cleaner must complete the applicable checklist and reasonable property-specific requirements. A job should only be marked complete when the agreed work has been carried out, subject to any documented issue preventing completion.

5. Access, Keys and Door Codes

Keys, key-safe codes, door codes and access instructions are confidential operational information. They must be used only for the assigned work, kept secure, not shared with unauthorised people and not retained or published unnecessarily.

6. Property, Guests and Personal Information

Information seen through the Cleaner Portal or at a property must be treated confidentially. Guest names, contact details, access information, booking information and client information must not be used for personal purposes or disclosed without authority.

7. Photos and Evidence

Photographs should only be taken where reasonably required for operational evidence, including damage, cleaning issues, Deep Clean requests, maintenance concerns or completion evidence. Images must not be shared on personal social media or used for unrelated purposes.

8. Deep Clean Requests and Additional Time

Where a property requires substantially more work than the scheduled clean, the cleaner should use the Deep Clean request process and provide the required evidence. Additional paid time must be authorised by a Cleaner Manager or administrator unless an emergency instruction says otherwise.

9. Damage, Breakages and Issues

Any significant damage, breakage, missing item, safety concern or serious property issue discovered or occurring during a job must be reported promptly and accurately through the appropriate process.

10. Family Essentials

Where a job includes Family Essentials responsibilities, the cleaner must follow the relevant delivery, collection, setup, return-condition and evidence instructions. Damage or cleaning issues must be reported accurately and photo evidence supplied where required.

11. Pay, Rates and Authorised Extras

Cleaner pay is based on the rate recorded or agreed for the job. Hourly rates may apply to authorised additional work such as an approved Deep Clean. No additional time, mileage or expense is payable unless it has been authorised under the applicable IOWStays process or separately agreed.

12. Travel and Mileage

Cleaners are responsible for getting to allocated jobs unless a separate arrangement applies. The system may display estimated driving distance to assist allocation. Displaying mileage does not itself create an entitlement to mileage payment.

13. Safety and Right to Stop Work

Cleaners must work safely and follow applicable safety instructions. A cleaner should not continue where they reasonably believe there is a serious or imminent risk to health or safety. The Cleaner Manager or IOWStays administration should be contacted promptly.

14. Equipment, Products and Property Care

Cleaning products and equipment must be used safely and appropriately. Specialist surfaces or items should not be treated with unsuitable products. Known or suspected pre-existing damage should be reported rather than concealed.

15. Cancellations, Reliability and Repeated Issues

If a cleaner cannot attend, they must notify the Cleaner Manager as early as reasonably possible. Repeated unexplained non-attendance, serious quality failures, confidentiality breaches, unsafe conduct or dishonesty may result in jobs being removed or the cleaning relationship being ended.

16. Insurance, Legal Requirements and Records

Cleaners must comply with legal requirements applicable to their own working arrangements and maintain any insurance, licences or registrations required by their separate agreement or by law. IOWStays may retain job, payment, application, acceptance and operational records for legitimate business purposes.

17. Changes and Ending the Relationship

IOWStays may update these operational terms and may require acceptance of a new version before further portal use or job activity. Either party may end the working relationship subject to any separate written agreement and applicable law.

18. Governing Law

These terms are governed by the laws of England and Wales, subject to any rights or obligations that cannot lawfully be excluded or changed by agreement.