Valuables policy.

Our commitment

Joya Home Cleaning is fully insured for public liability and accidental damage. We treat every home we clean with the same care we'd treat our own. In the rare event that something is damaged or broken during a clean, we're committed to making it right — and this policy explains exactly how that works.

Before the clean — your responsibilities

To keep your valuables safe and to make our job easier, we ask all clients to:

• Secure or remove genuinely valuable items. Cash, jewellery, watches, passports, irreplaceable family heirlooms, original artworks, valuable collectibles, and important documents should be stored in a secure location (locked drawer, safe, etc.) before the clean.
• Flag fragile or sentimental items. If there are objects on display that are particularly fragile or sentimental — antique vases, hand-blown glassware, delicate ornaments — let us know in advance and we can either skip them, dust around them carefully, or you can move them yourself before we arrive.
• Tell us about loose or wobbly items. Lamps with weak bases, picture frames that are barely attached, shelving that's not properly fixed — these things can fall over even with gentle dusting. A heads-up helps us avoid accidents.
• Disclose valuable electronics. If you have particularly expensive AV equipment, computers, or audio equipment that you'd prefer we don't touch, just let us know.

What we'll do

Our cleaners are trained to:

• Handle every object as if it were valuable, regardless of whether it looks expensive.
• Move display items carefully when needed for dusting, and return them to their original position.
• Never use abrasive products or excessive force on anything unfamiliar.
• Stop and ask if they're unsure how to clean something safely.
• Never touch, open, or move sealed boxes, drawers, safes, or items that appear to be specifically stored away.

If something does get damaged

Even with the best care, accidents happen. Here's how we handle them:

1. The cleaner will tell you immediately. Or, if you're not home, message you within minutes and leave a note. We don't hide breakages — ever.
2. Report it to us in writing within 24 hours. A WhatsApp message or email with a photo is ideal. Damage that isn't reported within 24 hours of the clean cannot be investigated reliably and may not be eligible for compensation.
3. We'll investigate and respond within 2 working days. Usually faster.
4. For items under £100 in replacement value — we'll typically reimburse or replace directly, no claim required.
5. For items over £100 — we may submit a claim through our public liability insurance. This may require receipts, proof of value, or in some cases an independent valuation.

Items we can't compensate for

Our insurance and goodwill don't cover everything. Items we can't compensate for include:

• Items that were already damaged or showing wear before the clean.
• Damage caused by pre-existing issues — e.g. a wobbly shelf that you didn't tell us about and which collapses when dusted.
• Items left in an inherently unsafe position — e.g. a valuable vase on the edge of a counter in a household with pets or children.
• Sentimental value above market value — we cover replacement or repair cost, not sentimental premium. For genuinely irreplaceable items, please secure them before the clean.
• Cash, jewellery, watches and similar items if left in plain sight rather than secured. We strongly recommend storing these away during cleans.
• Damage caused by faulty appliances — e.g. a washing machine that floods when used as instructed.
• Damage discovered or reported more than 24 hours after the clean.

Cash, jewellery & theft

Every Joya cleaner is personally vetted, reference-checked, and known to us. Theft is something we take with the utmost seriousness — both because it's wrong, and because it would end a cleaner's career with us immediately.

That said, we strongly recommend storing cash, jewellery, and other small valuables out of sight before any clean. This protects you and it protects our cleaners from any suggestion of wrongdoing if something is misplaced. If you genuinely believe something has been taken, please contact us immediately and we'll take it seriously, investigate fully, and involve the police if appropriate.

Keys, access codes & confidentiality

If you provide us with a key or smart-lock code, it's kept securely and never shared beyond the named cleaner assigned to your home. Keys are returned at the end of one-off bookings or kept securely for the duration of a regular schedule.

We treat everything we see inside a client's home as strictly confidential. Our cleaners don't photograph homes (except occasionally a finished room to send to the client as a "all done" message — and only with permission), don't discuss clients with other clients, and don't post about jobs on social media.

Insurance coverage

Joya Home Cleaning holds public liability insurance and accidental damage cover for every job we undertake. Insurance documentation is available on request — just email joyahomecleaning@gmail.com.