Terms and Conditions
1. Cleaning Schedule
All cleaning will be completed before guest check-in time.
During cleaning, the team requires full access to the property and a parking space where available. For changeover cleans, access is required for the full period of 10:00am to 4:00pm, unless otherwise agreed in advance.
In the rare event that a property may not be ready by the scheduled check-in time, the letting agent (or owner where no agent is involved) will be informed as soon as possible. Where relevant, this may be supported with photographs or videos showing the additional cleaning or repairs required.
Every reasonable effort will be made to complete any extra work within the standard changeover timeframe, including allocating additional team members where possible. Delays to check-in are very uncommon. If they occur, the letting agent or owner will be informed so that incoming guests can be notified.
2. Service Scope and Changeover Management
The service provided includes the coordination and management of guest-ready changeovers. This includes organising cleaners, linen, consumables, and communication relating to each changeover to ensure the property is prepared for incoming guests.
Staffing and logistics are planned in advance for each scheduled clean. However, in rare cases a cleaner may become unavailable at short notice due to illness or other unforeseen circumstances.
If this occurs, reasonable steps will be taken to minimise disruption. This may include:
- Arranging an alternative cleaner where available
- Discussing an adjusted cleaning time where appropriate
- Notifying the property owner promptly so that alternative arrangements can be made if preferred
In some situations, sourcing last-minute cover may involve an emergency cover rate. Where this applies, it will be discussed with the owner in advance.
Please note that the service provided is the management and coordination of changeovers, rather than the provision of last-minute personal cleaning cover by the business owner. This policy allows the service to operate consistently, fairly, and sustainably across all managed properties.
3. Additional Charges
A supplementary charge may apply where additional time is required due to excessive dog hair or dirt. This is charged at a flat rate of:
- £30 for small to medium-sized properties
- £60 for larger properties
Additional cleaning may also be charged at £30 per hour where exceptional or unexpected work is required. This may include, but is not limited to:
- Additional cleaning or tidying due to unforeseen circumstances
- Stain removal
- Cleaning required due to unapproved late check-outs
4. Cancellations
A minimum of 24 hours’ notice is required to cancel a scheduled clean.
If less than 24 hours’ notice is given (before the scheduled 10:00am start time), the full cleaning fee will be charged.
5. Access and Visitors During Cleaning
Our team members often work alone, and their safety is important. Clients are requested to notify us in advance if anyone will be visiting the property during the cleaning period.
6. Communication
Where a letting agent is responsible for the property, communication regarding changeovers, access, or cleaning issues will normally take place through the agent. Where no agent is involved, communication will be made directly with the property owner.