Click Fraud Protection

 

Damage Claim Protection.

So your Homekeeper caused damage in your home, and you'd like them to pay for it, TIDY helps with the process of collecting compensation from the Homekeeper to reimburse you for your loss.


How It Works

1. You file a claim for damages.
Tell us what the Homekeeper broke, and how much you want them to repay you by completing the form here.


2. We contact the Homekeeper.
We reach out to the Homekeeper on your behalf, and collect more information.  Since the damage claim can be a substantial amount of money for the Homekeeper, it is our responsibility to ensure that claims are responsibly considered.


3. Your claim is closed.
If your claim is approved, we will offer TIDY credit while we collect from the Homekeeper on your behalf.  This way, you don't have to worry about collecting from the Homekeeper, or even seeing them again.


Peace of mind

We’re committed to creating a safe and trusted community around the United States. Though property damage is rare, we understand you may need protection. If we approve a claim, and your Homekeeper is unable to pay, we will cover the value of the claim in TIDY credit.


What’s not protected?

The Client Guarantee should not be considered a replacement or stand-in for homeowners or renters insurance. The Client Guarantee does not protect:

  • cash and securities
  • pets
  • personal liability
  • shared or common areas
  • theft
  • jewelry, collectibles, or artwork over $50 each

Clients may want to secure or remove such valuables when renting their place, and may want to consider independent insurance to cover such items. The Client Guarantee does not protect against reasonable wear and tear, pre-existing damage, or damage that could reasonably be expected to occur when cleaning a home.

Examples of unprotected items:

  • If the Homekeeper uses the self cleaner setting on the oven, and the oven breaks.
  • If a Homekeeper sprays a neutral cleaner on a kitchen appliance, and that appliance breaks.
  • You 

 

What’s protected?

The Client Guarantee provides protection for up to $1,000,000 in damages around the world. Payments are subject to certain conditions, limitations, and exclusions. For more details, read the Client Guarantee terms.

The Client Guarantee payment request form can be submitted online.

Clients seeking payment under the Client Guarantee agree to cooperate with TIDY and its insurers, including providing documentation of the claimed loss and agreeing to inspection in the rare cases when it may be necessary.


COMMON QUESTIONS


What should I do before submitting a payment request?

If your Homekeeper is present, notify them of your complaint and try to resolve the issue directly. Oftentimes, Clients and Homekeepers can resolve issues on their own.

If you and your Homekeeper are unable to come to a resolution, and you feel that the Homekeeper acted in any manner that justifies police involvement, we recommend that you file a police report.

Compile as much documentation as possible to submit with your form. Useful documentation and information that will help process your payment request as quickly as possible include:

  • photographs of the damage being claimed
  • a police report if applicable
  • receipts or some alternative evidence of the accurate fair market value or report cost
  • proof of ownership
  • any other documentation that you feel will be helpful to processing your request

If you are unsure of whether the incident in question will be protected under the Client Guarantee, or if you have any further questions, you can contactCustomer Service.

Should I have homeowners or renters insurance?

The Client Guarantee is not insurance and should not be considered as a replacement or stand-in for homeowners or renters insurance. Clients may want to consider independent insurance to cover valuable items like jewelry, artwork, or collectibles which are subject to limited protection under the Client Guarantee. See our Client Guarantee terms for more details.

We strongly encourage all Clients to review and understand the terms of their insurance policy and what it covers and does not cover. Not all insurance plans will cover damage or loss to property caused by a Homekeeper who books your space.

 

How does the TIDY Client Guarantee process work?

When in an emergency situation, the Client should first contact the police, emergency personnel, or the proper authorities.

When the situation is not an emergency, and the Homekeeper is present, then the Client should contact the Homekeeper to notify them of the complaint and attempt to negotiate a resolution prior to filing an official claim.

If a resolution cannot be found between Client and Homekeeper, the Client should carefully review the Client Guarantee terms and determine if they are eligible before submitting a request to TIDY.

Clients must submit their request 7 days from the scheduled cleaning.

For payment requests submitted on time, we’ll send a confirmation email and follow up emails to discuss next steps–such as further documentation from the Clients or Homekeeper–within 24 hours.

Once we have received sufficient information from both the Client and the Homekeeper, we’ll review all documentation, evaluate the payment request, and contact the Client upon completion.

How do I submit an TIDY Client Guarantee payment request?

Log in to TIDY, and then submit online. Payment requests are subject to Client Guarantee terms, so we urge you to read through the terms and conditions prior to submitting a claim.

How long will it take for my credit request to be processed?

The length of the process will vary depending on the severity of the case, the quality of documentation, and the cooperation of the Clients and Homekeeper. We strive to resolve most cases within a week of submission, and add credit to your account shortly after resolution.