End-of-Tenancy Escrow & Evidence Standard

End-of-Tenancy Spotless Guarantee & Arbitration Policy

Regulatory compliance: UK Consumer Rights Act 2015 & Tenancy Deposit Scheme (TDS / DPS / MyDeposits) Evidence Standards

End-of-Tenancy Escrow & Cryptographic Audit Standard: Every completed End-of-Tenancy clean generates a tamper-evident Certified Cleaning Evidence Pack (a SHA-256 HMAC cryptographically signed timestamped audit log of customer-defined tasks) backed by a 72-hour booking payment escrow review window.

1. 72-Hour Landlord Dispute Claim Window

Tenants, landlords, letting agents, or independent inventory clerks may submit a cleanliness claim within 72 hours following the certified job completion timestamp. This window is engineered to accommodate formal checkout inventory inspections scheduled after cleaner departure.

2. 48-Hour Free Re-Clean Dispatch SLA

When a landlord or inventory checkout clerk identifies any missed task from the verified room checklist within the 72-hour claim window, Agora coordinates a priority remedial re-clean with the independent Service Provider (or their opted-in Standby Partner) within 48 hours, or refunds up to 100% of the booking fee from Stripe Escrow.

3. 100% Booking Escrow Protection & Intermediary Scope

Agora operates as an intermediary software marketplace and holds 100% of the booking payment in Stripe Escrow during the checkout inspection window. Where a verified checklist omission cannot be resolved via remedial attendance, up to 100% of the original clean fee is refunded from escrow alongside the SHA-256 HMAC Certified Cleaning Report for TDS, DPS, or MyDeposits adjudication evidence. Agora does not underwrite or insure underlying residential tenancy deposits.

4. Excluded Conditions & Pre-Inspection Walkaround Log

The End-of-Tenancy Spotless Guarantee excludes: (a) rooms or exterior zones omitted from the booked checklist scope; (b) pre-existing structural wear, permanent staining, or surface damage documented during the cleaner's timestamped Pre-Inspection Property Walkaround; (c) active pest infestations or biohazards; and (d) structural damp or black mould beyond domestic surface treatment.

5. SHA-256 Cryptographic Certificate Seal

Every PDF certificate embeds a deterministic SHA-256 HMAC signature computed over the booking reference, completion timestamp, verified cleaner ID, and property identifier. Landlords and letting agents can verify certificate authenticity at search.agora.cleaning/verify/guarantee/.

6. TDS / DPS Landlord Dispute Arbitration

In the event of a formal Tenancy Deposit Scheme (TDS, DPS, or MyDeposits) adjudication, Agora provides tenants and letting agents with an unredacted cryptographic evidence bundle containing before-and-after room photographs, pre-inspection condition notes, and completion timestamps.