Acceptable Use Policy

1. About this policy

Tydfy is a managed marketplace for residential cleaning in England, run by TYDFY LTD at tydfy.co.uk. Tydfy is the merchant of record: the customer contracts with Tydfy and pays Tydfy, and Tydfy separately engages and pays the cleaner.

This policy applies to everyone who uses the platform: customers, short-let property owners (hosts) and cleaners. It should be read alongside the Tydfy Customer Terms and, for cleaners, the Tydfy Cleaner Agreement.

2. What can be bought on Tydfy

Only one kind of thing is sold on Tydfy: a residential cleaning visit chosen from a fixed menu that Tydfy sets.

One-off clean of 2, 3, 4 or 5 hours.
Fortnightly clean (subscription) of 3, 4 or 5 hours.
Short-let property clean of 3, 4 or 5 hours, with an optional laundry allowance set per property.

Tydfy sets every price. No goods are sold. Cleaners cannot create listings, add services, set or negotiate prices, or sell anything of their own through the platform.

3. Rules for everyone

You must not use Tydfy to do any of the following.

Break the law, or arrange anything that is unlawful.
Arrange, pay for or receive payment for anything other than a cleaning visit from the menu in section 2.
Commit fraud: for example using a card or account that is not yours, making a false refund claim or a false payment dispute, or booking a clean that is not genuinely intended to take place.
Move money through the platform for any purpose other than paying for a genuine clean.
Give false information about yourself, pretend to be someone else, or share your account with another person.
Abuse, threaten, harass or discriminate against any customer, cleaner or member of the Tydfy team.
Post a review that is not genuine, is abusive, is unlawful, or contains personal information about someone else.
Interfere with the platform, try to get round its security, or access another person's account or data.

4. Rules for customers and hosts

In addition to section 3, a customer or host must not:

ask a cleaner to carry out work that is unlawful or unsafe;
ask a cleaner for any service other than the clean that was booked;
book a clean at a property they have no right to give access to;
fail to provide a reasonably safe place to work, or fail to tell us before the visit about a hazard they know of (for example a dangerous pet, a biohazard or an unsafe electrical condition);
pay, or offer to pay, a cleaner directly for a Tydfy booking. All payment is made to Tydfy through the platform;
ask a cleaner to send somebody else in their place.

5. Rules for cleaners

In addition to section 3, a cleaner must not:

ask for or accept cash, a bank transfer or any other direct payment from a customer for a Tydfy booking. Cleaners are paid only by Tydfy;
offer or sell goods, or any service other than the clean that was booked, to a customer during a Tydfy booking;
send another person to do a job they have accepted. Each job is carried out by the named, approved cleaner who accepted it;
give false or out-of-date information when applying, or fail to tell Tydfy if their insurance is cancelled, lapses or changes;
use a customer's address, access details or any other personal information for anything other than doing the job;
steal from, damage through carelessness, or behave unsafely in a customer's property;
accept a job and then fail to attend without cancelling it in the app.

6. What happens if this policy is broken

Tydfy investigates every report and every breach it finds. Depending on how serious the breach is, Tydfy may take one or more of these steps.

Who	What Tydfy may do
Cleaners	Record the breach against the cleaner's account. Remove the cleaner from a job and give it to another cleaner. Suspend the account, which stops all new job offers and releases the cleaner's accepted future jobs to others. Three recorded missed jobs suspend a cleaner automatically. Disable the account for a serious breach, so the cleaner can no longer receive work. Where a customer is refunded, reduce the cleaner's payout in the same proportion, or reclaim the same proportion if it has already been paid.
Customers and hosts	Cancel a booking. Refuse to start, or end, a booking where a cleaner is at risk of abuse, discrimination, violence or unsafe conditions. Reject a claim that is fraudulent, dishonest or unsupported. Suspend or close the account, immediately and without notice where there is a safety risk, fraud or a serious breach (Customer Terms, section 15).
Everyone	Decline or remove a review on content grounds. Report suspected crime to the police or another authority, and co-operate with our payment providers in any investigation.

7. Reporting a problem

A customer can raise a concern from the booking in their account. Anyone can report a breach of this policy by emailing hello@tydfy.co.uk. Reports are read by a member of the Tydfy team.

8. Changes and governing law

Tydfy may update this policy. The version number and date at the top show which version this is. This policy is governed by the law of England and Wales.