1. Purpose

This policy sets out the procedures and responsibilities if theft or suspected theft occurs during the provision of our cleaning services, in line with UK laws and fair business practice.

2. Our Zero-Tolerance Approach

We operate a zero-tolerance policy towards theft or dishonesty. Any cleaner found to have stolen, or attempted to steal, client property will face:

• Immediate termination of their contract or employment.
• Reporting to the police under the Theft Act 1968.

3. Reporting Suspected Theft

• Clients must report any suspected theft to the company within 24 hours of the service.
• The report should include:
  • Description of the missing item(s)
  • Approximate value
  • Proof of ownership or receipt if available
• Clients are advised to contact the police immediately to obtain a crime reference number.

4. Investigation Procedure

• Upon receiving a theft report, the company will:
  1. Suspend the cleaner(s) in question pending investigation.
  2. Cooperate fully with the police investigation.
  3. Review CCTV (if applicable), work logs, and witness statements.
• Cleaners are required to fully cooperate with any investigation.

5. Responsibility of the Cleaner

• If the cleaner is found guilty of theft by a court of law, they are personally responsible for:
  • Returning the stolen item(s) in good condition, or
  • Reimbursing the full replacement cost.
• The company may also recover losses from the cleaner, in compliance with the Employment Rights Act 1996 (if an employee) or under contractual terms (if self-employed).

6. Client Compensation and Discounts

• If the theft is proven and caused by our cleaner, the company will:
  • Refund the full service fee for that booking.
  • Offer an additional goodwill discount of 20%–50% for a future booking.
  • Assist in recovering the value of stolen items via our insurance (where applicable).
• Compensation will not exceed the current market value of the item. Proof of value (receipts or appraisals) may be required.

7. Limitations of Liability

The company cannot accept liability for theft where:

• There is insufficient evidence to prove the cleaner was responsible.
• The property was left unsecured or accessible to other third parties.
• The client delays reporting beyond 24 hours, affecting investigation reliability.

8. Insurance

We maintain Public Liability Insurance which may cover certain theft-related losses where legal liability is established. This is subject to the insurer’s terms and conditions.

9. Governing Law

This policy is governed by and construed in accordance with the laws of England and Wales (or Scotland/Northern Ireland depending on jurisdiction).