How LorroProtect Works — FAQ

What is LorroProtect?

• Every job booked and paid through Lorro is backed by LorroProtect — our guarantee that if a provider accidentally damages your property while doing the work, we'll put it right: repair, replacement, or payment of up to €1,000 per job (a €50 excess applies). It's funded by the small trust & support fee you see at checkout, and it's handled by us, fast — a decision within 10 business days of receiving your complete claim.

What does it protect?

• Direct physical damage to your property caused by a provider's carelessness during the job. The everyday examples: a knocked-over ornament, a scratched appliance, a stained sofa, a floor damaged by the wrong cleaning product.

What does it not cover?

The main ones to know:

• Cash, jewellery, precious metals, fine art, antiques, and sentimental items — please put these away before the job (it's also a condition of the guarantee).

• Knock-on costs — lost rental income, a cancelled booking, alternative accommodation, or not being able to use a room. LorroProtect covers fixing the damage itself, not its consequences.

• Theft — report it to the Police immediately and tell us; it's handled as a criminal matter, not a damage claim.

• Pre-existing damage and normal wear and tear. Damage from a method you asked the provider to use against their advice.

• Jobs paid partly or fully off the platform — paying outside Lorro voids the guarantee entirely.

• The full list of conditions and exclusions is in §6A of the Terms.

What do I need to do to stay protected?

Three simple things:

• Book and pay entirely through Lorro. Cash or side payments = no guarantee.

• Describe the job honestly and secure your valuables before the provider arrives.

• Report problems fast — see the deadlines below.

What are the deadlines?

• Report damage within 72 hours of the job finishing, with photos.

• Short-let turnovers: if a guest checks in after the clean, report before the guest's check-in. Once someone else has occupied the property, it's no longer possible to establish whether damage was caused by the cleaner — so ask your cleaner for completion photos (standard practice on Lorro turnovers) and report anything you spot straight away, including anything your guest flags on arrival.

• Damage that genuinely couldn't have been spotted straight away (e.g. hidden behind furniture): report within 72 hours of finding it — never later than 30 days after the job, and only where no one else has occupied the property in between.

• Once you've reported, send any documents we ask for within 14 days.

• Missing these windows can mean the claim can't be accepted, so when in doubt — report first, gather paperwork after.

How do I make a claim?

• Message the provider through the Lorro chat first — many issues are fixed fastest with a repair or return visit, and giving them that chance is part of the guarantee.

• If it isn't resolved, email info@lorro.app with your job reference, photos of the damage, and a short description of what happened. We'll ask the provider for their side (they must respond within 2 business days), review the evidence — including any arrival photos from the job — and give you a reasoned decision within 10 business days of having everything we need .

• If your claim is approved, we'll repair, replace, or pay — whichever fairly puts things right — minus the €50 excess.

Some examples

(Illustrations only — the Terms of Service govern every real claim.)

• The broken vase. Your cleaner knocks a €180 vase off a shelf. You photograph it and report it the same evening; the cleaner confirms what happened. Within a few days you receive €130 (€180 less the €50 excess). Done.

• The damaged marble floor. A wrong product marks your travertine floor; the repair quote is €3,200. LorroProtect pays you €950 (its €1,000 limit less the excess) quickly. For the remainder: if you have home or contents insurance that covers it, that policy responds, and our evidence file supports your claim; the provider remains responsible for the damage they caused, and we pursue recovery from them too.

• You're already insured. Your landlord policy covers the damage but has a €150 excess of its own. Your policy pays first; LorroProtect tops up what it didn't cover, up to our limit. You're not paid twice — but you're not left carrying the gap either.

• The cancelled booking (what's not covered). A turnover clean goes wrong and your next guest's stay is affected. The cleaning itself is covered by our quality guarantee — report within 24 hours and you may get a free re-clean or a refund of the fee. But the lost booking income is a knock-on cost, and LorroProtect doesn't pay those. If your rental income matters, your landlord insurance is the right protection for it — LorroProtect sits alongside it, not instead of it.

How do you assess claims?

• Fairly, and on the evidence — for everyone's protection, including the providers who work hard on your home. We look at your photos, the provider's arrival and completion photos, and both sides' account of what happened. For appliances and electronics, our first step is usually to send a technician to repair the item — it's often the fastest way to put things right, and it lets us confirm exactly what happened. Claims must be honest: a claim that's exaggerated or untrue is void in full and leads to account closure. If your claim is genuine, none of this should worry you — it's how we keep the guarantee fast and fair for the people it's meant for.

Is LorroProtect insurance?

• No. LorroProtect is a guarantee provided by Lorro — a promise we make and settle ourselves, which is why it's fast. It's not an insurance policy, we're not an insurer, and nothing about your booking makes you an insurance customer. It also never reduces the provider's own responsibility for their work.

What about the quality of the work itself?

*That's covered separately by our quality process (§6 of the Terms): report substandard work within 24 hours with photos, and the first remedy is a free return visit within 48 hours — with partial or full refunds where that doesn't resolve it.

Still have a question?

Email info@lorro.app — a human reads every message, and every decision that matters is made by one too.