Application of these terms

These terms apply to cleaning and associated services supplied for:

• Airbnb properties;
• holiday lets;
• serviced accommodation;
• short-term rental properties;
• corporate accommodation;
• contractor accommodation;
• booking-platform properties;
• guest houses and aparthotels; and
• managed short-let property portfolios.

“Client” includes the host, property owner, landlord, agent, operator, property manager or organisation ordering or receiving the service.

Where the Client books on behalf of a property owner or another business, the Client confirms that they have authority to approve the service and associated charges.

Service standard and operational objective

Our operational objective is to return the property to the agreed guest-ready hospitality standard before the next scheduled arrival.

This may include cleaning, bed presentation, linen handling, replenishment, visual property checks and final quality control, depending on the service booked.

A turnover clean is not automatically a deep clean, maintenance service, inventory inspection, property-management service or damage-repair service.

Estimated cleaning times are guidelines rather than guaranteed maximum durations. The actual time required depends on:

• property size and layout;
• number of guests and occupied beds;
• length and type of stay;
• guest behaviour and property condition;
• pets, children, parties or events;
• linen volume and laundry requirements;
• late check-out or restricted access;
• maintenance issues;
• waste and abandoned belongings; and
• the standard required before the next arrival.

Turnover cleaning categories

We will determine the appropriate service level using the condition found at the property, not solely the length of the reservation.

A short stay may still require an extended or full-reset clean where the property has been left in a significantly worse condition than a normal turnover.

Typical cleaning-time guidelines

4.1 Standard turnover clean

4.2 Extended-stay or heavy-use clean

4.3 Long-stay full-reset clean

Times are approximate working-time guidelines for a team of one or two cleaners. Increasing the number of cleaners may reduce elapsed time at the property but does not necessarily reduce the total labour required.

Standard turnover cleaning scope

Subject to the property specification and time reasonably available, a standard turnover may include:

The exact scope is determined by the agreed property checklist, property size, service package and operational instructions.

Additional work and supplementary charges

Where the property exceeds standard-turnover condition, we may apply a fixed surcharge or charge additional labour at £25 plus VAT per additional hour.

Additional work may include:

• heavy grease or food build-up;
• extensive bathroom scale or soap residue;
• heavy floor scrubbing;
• excessive pet hair;
• odour treatment;
• large quantities of washing-up;
• cleaning pots, pans, utensils or kitchenware;
• internal fridge, freezer, oven or cupboard cleaning;
• spot cleaning walls, doors and frames;
• removing excessive waste;
• additional linen handling;
• stain treatment;
• cleaning after unauthorised parties or events;
• cleaning after contractors or building work;
• additional bathrooms not included in the original price;
• additional beds or sofa beds not declared before the turnover;
• bodily-fluid or contamination cleaning; and
• any work outside the agreed property checklist.

An additional charge of £25 plus VAT per additional bathroom may apply where the bathroom was not included within the quoted property specification.

Where additional work is urgently required before an imminent guest arrival, we may proceed with the work where waiting for approval would risk the property not being guest-ready.

We will act reasonably and provide supporting information or photographs where available.

Operational charges policy

To maintain reliable service standards and prepare properties within the agreed turnaround window, the following operational charges apply. Unless expressly stated otherwise, all charges are exclusive of VAT and are payable in addition to the agreed cleaning fee.

7.1 Unauthorised late check-out

Guests must vacate by the agreed check-out time unless a late departure has been approved by Cleaning Solutions Bristol Ltd in writing before the day of departure.

Notification on the morning of departure does not waive this charge. Where the delay causes waiting time, overtime, emergency staffing, delayed arrivals, compensation or other operational loss, we may also recover the reasonable additional costs incurred.

7.2 Waiting time

Waiting time is calculated from the scheduled arrival time until the team receives safe and effective access. Charges apply separately to every cleaner required to wait.

7.3 No access or failed attendance

Where a driver and cleaning team travel to or attend a property but cannot begin or complete the service due to incorrect codes, unavailable keys, guest overstay, refused or restricted access, unavailable essential utilities or another matter outside our control, the following applies:

Time is calculated from when the driver and team begin travelling until they return, are released or are reassigned. Parking, congestion charges, tolls and other reasonable expenses may also be charged. Any return visit is subject to availability and charged separately.

7.4 Out-of-hours surcharges

7.5 Emergency same-day turnaround

Emergency charges apply where schedules must be rearranged, additional cleaners allocated, supervisory support provided or an urgent same-day turnaround managed.

7.6 Booking amendments

A material amendment received after 10:00am on the day of the scheduled service may incur an operational amendment charge of £25.00 + VAT. This includes changes to the date, arrival time, address, access arrangements or scope of work.

Amendments remain subject to availability, and we may decline a request where staffing, travel arrangements or operational capacity do not allow the change.

7.7 Team dispatched charge

Where the service is no longer required and the driver or any cleaner has already started travelling, a £35.00 + VAT dispatched-team charge applies. This contributes towards committed staff time, travel, fuel and operational disruption.

This dispatched-team charge does not replace any applicable cancellation charge under section 17. Where both provisions apply, we will avoid duplicating the same cost and will apply the charges reasonably.

7.8 Additional operational charges

7.9 Recovery of additional costs

Where delays, access issues, guest behaviour, Client instructions or other circumstances outside our control cause costs exceeding the fixed charges above, we may recover all reasonable additional costs, including labour, travel, materials, subcontractors and compensation reasonably payable to affected guests.

7.10 Right to decline or reschedule

We may refuse or reschedule a booking where insufficient notice, staffing, access, property condition or operational capacity would prevent the service from being delivered safely and professionally.

Booking information and scheduling

The Client must provide accurate and up-to-date information, including:

• property address;
• property size and number of bathrooms;
• check-out and check-in times;
• number of guests;
• number and type of beds used;
• sofa-bed requirements;
• length of stay;
• whether pets were permitted;
• access codes and key arrangements;
• parking instructions;
• linen and consumable requirements;
• known maintenance issues; and
• any changes to the normal property setup.

The Client must notify us promptly when a reservation is added, amended, extended or cancelled.

Where the Client uses an external booking calendar, channel manager or property-management system, the Client remains responsible for ensuring that the information shared with us is accurate and current.

We are not liable for a missed or incorrectly scheduled turnover where the booking was not communicated, synchronised or updated correctly.

Access, guest check-out and arrival deadlines

The property must be vacant and accessible at the agreed cleaning start time.

Where guests remain in the property, cleaners may wait, begin only in available areas or leave and return later where operationally possible.

Late check-out, incorrect access details, missing keys, locked rooms, contractors onsite or another access problem may result in:

• waiting-time charges;
• reduced cleaning scope;
• additional staff being allocated;
• additional travel or return-visit charges;
• rescheduling;
• the property not being completed by the intended check-in time; or
• the full booked fee remaining payable where access is not possible.

The Client must allow a realistic cleaning window between guest check-out and the next arrival.

We cannot guarantee completion before check-in where the cleaning window is shortened by late guest departure, access failure, undisclosed property condition or additional work.

Linen hire, laundry and linen handling

Linen may be supplied through our linen service or provided by the Client, subject to the agreed arrangement.

Linen is charged per item, bundle, bed or agreed service package. Prices may change to reflect supplier, laundry, transport and replacement costs.

The Client must ensure that:

• the correct bed sizes and configurations have been disclosed;
• sufficient linen is available for every required bed;
• spare linen is stored in the agreed location;
• private or owner linen is clearly separated from hired linen;
• laundry appliances are in safe working order where onsite laundry is required; and
• any changes to bed setup are provided before the turnover.

Lost, missing, permanently stained, torn, burnt, bleached, contaminated or otherwise damaged hired linen may be charged at the applicable replacement rate.

Excessive linen usage, additional beds, sofa beds and unscheduled linen changes may be charged separately.

Linen supply is subject to availability. We may provide a suitable alternative item where the usual product is temporarily unavailable.

Full linen provisions may be published separately within our linen hire information .

Beds, sofa beds and occupancy

Standard pricing is based on the number of bedrooms, beds and guests declared when the property was quoted or booked.

Additional charges may apply for:

• additional occupied beds;
• split-bed or zip-and-link changes;
• sofa beds;
• travel cots;
• additional duvets and pillows;
• multiple bed-configuration changes;
• stained mattresses or protectors; and
• unexpected increases in guest occupancy.

The Client must provide clear instructions regarding which beds should be made. We are not responsible for an incorrect setup where the booking information or property instructions were incomplete.

Consumables, guest supplies and welcome packs

Toiletries, tea, coffee, milk, toilet rolls, kitchen products, welcome packs and other guest consumables are included only where expressly agreed.

The Client is responsible for maintaining sufficient stock unless replenishment or stock management forms part of the service.

Where we supply consumables, charges may include:

• the cost of the items;
• procurement and administration;
• delivery and handling;
• storage; and
• urgent or same-day purchasing.

Product brands and sizes may vary depending on availability. Equivalent substitutions may be made where appropriate.

We are not responsible for allergen, dietary or product-suitability requirements unless these have been expressly disclosed and agreed.

Waste, recycling and guest belongings

A standard turnover includes removal of normal internal household waste to the designated onsite bins, subject to available capacity and correct waste facilities.

Additional charges may apply for:

• excessive rubbish;
• overflowing external bins;
• large packaging or cardboard volumes;
• incorrectly sorted recycling;
• food waste requiring additional handling;
• abandoned furniture or bulky items;
• hazardous or contaminated waste; and
• offsite waste disposal.

Cleaners will not normally remove personal belongings left by a guest unless the item is clearly waste.

Suspected lost property may be photographed and placed in an agreed secure location. Collection, storage, delivery or postage of lost property may be charged separately.

We are not responsible for belongings discarded where they reasonably appeared to be rubbish.

Guest damage, maintenance and property defects

Cleaning staff may report visible damage, missing items, maintenance concerns or unusual property conditions identified during the turnover.

This visual reporting is not a formal inventory, survey, inspection or guarantee that every defect will be identified.

Maintenance, repairs, replacement items and contractor coordination are not included unless separately agreed.

The Client remains responsible for:

• maintaining the property in safe working order;
• repairing faulty appliances and fixtures;
• arranging pest-control or mould treatment;
• ensuring plumbing, heating and electricity operate correctly;
• providing safe furniture and beds;
• maintaining smoke and carbon-monoxide alarms; and
• deciding whether the property is suitable for guest occupation.

We may suspend work in an affected area where a defect presents a safety risk or cleaning could worsen the damage.

Quality control and photographic reporting

Before-and-after photographs or videos may be taken for:

• quality control;
• confirmation of service completion;
• recording guest damage;
• recording missing or damaged linen;
• maintenance reporting;
• recording excessive property condition;
• complaint investigation;
• insurance purposes; and
• client transparency.

Operational photographs and reports form part of our internal business and quality records.

We will take reasonable care to avoid unnecessarily recording private or sensitive information.

Photographs will not ordinarily be used publicly in a way that identifies the property or Client without appropriate permission.

Service concerns and rectification

Service concerns should be reported as soon as possible, preferably before the next guest occupies the property.

Reports should include:

• the property address;
• the cleaning date;
• a clear description of the concern; and
• supporting photographs or video.

Where a concern is reported after a new guest has entered the property, it may not be possible to establish whether the issue existed at the time the turnover was completed.

Where a valid cleaning issue is identified, our normal remedy is to arrange reasonable rectification of the affected area.

The Client must provide access and a reasonable opportunity for us to inspect or correct the issue.

Rectification does not include additional cleaning, maintenance, damage, guest use or work outside the original service scope.

Cancellations, extensions and booking changes

The Client must notify us promptly of every cancellation, extension, date change, occupancy change, additional bed requirement or removal of a property from service.

Charges will be applied reasonably, taking account of whether staffing, linen, transport or other committed costs can be avoided. Where a guest extends their stay, we cannot guarantee that the original cleaning slot or team will remain available.

Emergency and same-day turnovers

Emergency, last-minute and same-day turnover services are subject to staff availability and are not guaranteed until confirmed.

Emergency-service charges may apply to cover:

• urgent scheduling;
• staff redeployment;
• overtime;
• additional transport;
• evening or weekend working;
• urgent linen or consumable supply; and
• shortened operational windows.

Where the Client requests an emergency clean with a restricted timeframe, we may prioritise essential guest-ready areas and reduce non-essential work.

We cannot guarantee completion within an unrealistic timeframe or where the property condition requires substantially more work than disclosed.

Managed properties and portfolio services

Additional services may be available to regular and managed portfolio Clients, including:

• calendar and turnover coordination;
• booking-platform schedule monitoring;
• linen delivery and collection;
• linen and consumable storage;
• stock monitoring;
• property condition reporting;
• guest-ready quality checks;
• priority emergency support;
• contractor-access support; and
• operational property assistance.

These services apply only where expressly included within the Client’s service package or commercial agreement.

Complimentary, discounted or value-added services are provided as a commercial courtesy and may be reviewed, amended or withdrawn with reasonable notice.

The provision of cleaning coordination or property-support services does not make us the legal property manager, letting agent, accommodation provider or party to the guest booking unless a separate written agreement expressly states otherwise.

Host and property-manager responsibilities

The Client remains responsible for:

• guest communication and guest conduct;
• setting appropriate check-in and check-out times;
• maintaining a realistic cleaning window;
• providing accurate booking information;
• ensuring lawful and safe operation of the accommodation;
• property licences, insurance and legal compliance;
• repairs and maintenance;
• utility supply;
• waste facilities;
• stock and linen arrangements unless managed by us;
• responding to maintenance and damage reports;
• guest refunds and platform claims;
• booking-platform communications; and
• deciding whether the property is suitable for occupation.

The Client must provide emergency contact details for urgent property, access or safety matters.

Where urgent instructions are required and the Client cannot be contacted, we may make reasonable operational decisions to protect the property, our staff and the upcoming guest arrival.

Liability and booking-platform consequences

We will perform the agreed service with reasonable care and skill.

Subject to liability that cannot legally be excluded, we are not responsible for:

• guest behaviour after the cleaning service;
• late guest departure;
• incorrect or missing booking information;
• maintenance failures;
• pests, damp, mould or structural issues;
• laundry or linen shortages outside our control;
• items removed or damaged by guests;
• platform penalties caused by matters outside our control;
• loss of booking revenue or future reservations;
• guest refunds agreed without giving us an opportunity to investigate;
• third-party contractors or property managers; or
• failure to meet check-in caused by inadequate cleaning time or access delays.

The Client must give us a reasonable opportunity to investigate any allegation before accepting liability or making a claim against us.

Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded.

Pricing, invoicing and payment

All prices are subject to VAT at the prevailing rate unless expressly stated otherwise.

Pricing may be based on:

• property size;
• number of bedrooms and bathrooms;
• number of beds;
• service frequency;
• linen requirements;
• property condition;
• location and access;
• the cleaning window;
• required staffing; and
• additional services.

One-off services may require payment in advance or immediately following completion.

Regular and commercial Clients must pay within the terms stated on their invoice or service agreement.

Any discounted, bundled or portfolio rate assumes the agreed booking volume, property condition and operational arrangement. The price may be reviewed where these materially change.

We may suspend future turnovers, linen supply and additional services where invoices are overdue.

Full current pricing and booking availability can be viewed through our online booking system .

Notice of termination

Either party may end an ongoing service arrangement by giving written notice. The minimum notice period is 30 days for Clients with 1 to 9 active properties and 60 days for Clients with 10 or more active properties, unless a signed agreement states otherwise.

Bookings scheduled during the notice period remain valid and payable unless cancelled in accordance with clause 16. All outstanding invoices, replacement charges and agreed mobilisation costs become payable on termination.

Portfolio volume and preferential pricing

Discounted, bundled or portfolio pricing is based on the anticipated number of properties, turnovers and services stated when pricing was agreed.

If monthly service volume falls by more than 20% for two consecutive months, or if more than 20% of the portfolio is removed, we may review pricing, staffing, storage, linen arrangements and service levels by giving at least 14 days’ written notice.

Onboarding and mobilisation

For new portfolios or bespoke services, onboarding may include site visits, property manuals, recruitment, training, software configuration, stock preparation, linen allocation and operational planning.

Where the Client cancels or materially reduces the proposed service after mobilisation has started, we may recover reasonable and evidenced costs already incurred, including committed staffing, purchases, travel and third-party charges.

Annual and cost-based price reviews

We may review prices annually, ordinarily around April, and may also review them where the cost of providing the service materially changes.

Relevant factors may include National Minimum Wage, National Living Wage, employer National Insurance, fuel, parking, insurance, laundry, linen, consumables, supplier charges and statutory requirements. We will normally give at least 30 days’ written notice of a recurring price change.

Operational and service-specification changes

We may review staffing and pricing where the Client changes property numbers, locations, check-in windows, bed configurations, linen requirements, cleaning specifications, service frequency, reporting requirements or access arrangements.

Material changes should be agreed in writing before implementation. Where an urgent change is requested, temporary additional charges may apply until a revised service arrangement is confirmed.

Confidentiality, keys and security information

We will take reasonable steps to keep guest details, access codes, alarm information, keys, property manuals and commercially sensitive Client information confidential and secure.

The Client must notify us immediately when access credentials change or when a key, fob or security device is lost. We are not responsible for loss arising from outdated or insecure access arrangements controlled by the Client or a third party.

Governing law and jurisdiction

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights that apply.

Acceptance of these terms

By confirming a booking, approving a quotation, making payment, providing access, adding a property to an agreed cleaning schedule or continuing to use our Airbnb and short-let services, the Client confirms acceptance of:

• these Airbnb and Short-Let Cleaning Terms;
• our general Terms & Conditions;
• the accepted quotation or service agreement;
• the agreed property specification; and
• any applicable linen, welcome-pack or additional-service terms.

Where there is a conflict, a specifically negotiated and signed commercial service agreement will take priority over these website terms for the conflicting provision.

These terms should be reviewed periodically and specialist legal advice obtained for substantial property portfolios, property management arrangements or unusual contractual risks.

Application of these terms

These terms apply to cleaning and associated services supplied for:

• Airbnb properties;
• holiday lets;
• serviced accommodation;
• short-term rental properties;
• corporate accommodation;
• contractor accommodation;
• booking-platform properties;
• guest houses and aparthotels; and
• managed short-let property portfolios.

“Client” includes the host, property owner, landlord, agent, operator, property manager or organisation ordering or receiving the service.

Where the Client books on behalf of a property owner or another business, the Client confirms that they have authority to approve the service and associated charges.

Service standard and operational objective

Our operational objective is to return the property to the agreed guest-ready hospitality standard before the next scheduled arrival.

This may include cleaning, bed presentation, linen handling, replenishment, visual property checks and final quality control, depending on the service booked.

A turnover clean is not automatically a deep clean, maintenance service, inventory inspection, property-management service or damage-repair service.

Estimated cleaning times are guidelines rather than guaranteed maximum durations. The actual time required depends on:

• property size and layout;
• number of guests and occupied beds;
• length and type of stay;
• guest behaviour and property condition;
• pets, children, parties or events;
• linen volume and laundry requirements;
• late check-out or restricted access;
• maintenance issues;
• waste and abandoned belongings; and
• the standard required before the next arrival.

Turnover cleaning categories

We will determine the appropriate service level using the condition found at the property, not solely the length of the reservation.

A short stay may still require an extended or full-reset clean where the property has been left in a significantly worse condition than a normal turnover.

Typical cleaning-time guidelines

4.1 Standard turnover clean

4.2 Extended-stay or heavy-use clean

4.3 Long-stay full-reset clean

Times are approximate working-time guidelines for a team of one or two cleaners. Increasing the number of cleaners may reduce elapsed time at the property but does not necessarily reduce the total labour required.

Standard turnover cleaning scope

Subject to the property specification and time reasonably available, a standard turnover may include:

The exact scope is determined by the agreed property checklist, property size, service package and operational instructions.

Additional work and supplementary charges

Where the property exceeds standard-turnover condition, we may apply a fixed surcharge or charge additional labour at £25 plus VAT per additional hour.

Additional work may include:

• heavy grease or food build-up;
• extensive bathroom scale or soap residue;
• heavy floor scrubbing;
• excessive pet hair;
• odour treatment;
• large quantities of washing-up;
• cleaning pots, pans, utensils or kitchenware;
• internal fridge, freezer, oven or cupboard cleaning;
• spot cleaning walls, doors and frames;
• removing excessive waste;
• additional linen handling;
• stain treatment;
• cleaning after unauthorised parties or events;
• cleaning after contractors or building work;
• additional bathrooms not included in the original price;
• additional beds or sofa beds not declared before the turnover;
• bodily-fluid or contamination cleaning; and
• any work outside the agreed property checklist.

An additional charge of £25 plus VAT per additional bathroom may apply where the bathroom was not included within the quoted property specification.

Where additional work is urgently required before an imminent guest arrival, we may proceed with the work where waiting for approval would risk the property not being guest-ready.

We will act reasonably and provide supporting information or photographs where available.

Booking information and scheduling

The Client must provide accurate and up-to-date information, including:

• property address;
• property size and number of bathrooms;
• check-out and check-in times;
• number of guests;
• number and type of beds used;
• sofa-bed requirements;
• length of stay;
• whether pets were permitted;
• access codes and key arrangements;
• parking instructions;
• linen and consumable requirements;
• known maintenance issues; and
• any changes to the normal property setup.

The Client must notify us promptly when a reservation is added, amended, extended or cancelled.

Where the Client uses an external booking calendar, channel manager or property-management system, the Client remains responsible for ensuring that the information shared with us is accurate and current.

We are not liable for a missed or incorrectly scheduled turnover where the booking was not communicated, synchronised or updated correctly.

Access, guest check-out and arrival deadlines

The property must be vacant and accessible at the agreed cleaning start time.

Where guests remain in the property, cleaners may wait, begin only in available areas or leave and return later where operationally possible.

Late check-out, incorrect access details, missing keys, locked rooms, contractors onsite or another access problem may result in:

• waiting-time charges;
• reduced cleaning scope;
• additional staff being allocated;
• additional travel or return-visit charges;
• rescheduling;
• the property not being completed by the intended check-in time; or
• the full booked fee remaining payable where access is not possible.

The Client must allow a realistic cleaning window between guest check-out and the next arrival.

We cannot guarantee completion before check-in where the cleaning window is shortened by late guest departure, access failure, undisclosed property condition or additional work.

Linen hire, laundry and linen handling

Linen may be supplied through our linen service or provided by the Client, subject to the agreed arrangement.

Linen is charged per item, bundle, bed or agreed service package. Prices may change to reflect supplier, laundry, transport and replacement costs.

The Client must ensure that:

• the correct bed sizes and configurations have been disclosed;
• sufficient linen is available for every required bed;
• spare linen is stored in the agreed location;
• private or owner linen is clearly separated from hired linen;
• laundry appliances are in safe working order where onsite laundry is required; and
• any changes to bed setup are provided before the turnover.

Lost, missing, permanently stained, torn, burnt, bleached, contaminated or otherwise damaged hired linen may be charged at the applicable replacement rate.

Excessive linen usage, additional beds, sofa beds and unscheduled linen changes may be charged separately.

Linen supply is subject to availability. We may provide a suitable alternative item where the usual product is temporarily unavailable.

Full linen provisions may be published separately within our linen hire information .

Beds, sofa beds and occupancy

Standard pricing is based on the number of bedrooms, beds and guests declared when the property was quoted or booked.

Additional charges may apply for:

• additional occupied beds;
• split-bed or zip-and-link changes;
• sofa beds;
• travel cots;
• additional duvets and pillows;
• multiple bed-configuration changes;
• stained mattresses or protectors; and
• unexpected increases in guest occupancy.

The Client must provide clear instructions regarding which beds should be made. We are not responsible for an incorrect setup where the booking information or property instructions were incomplete.

Consumables, guest supplies and welcome packs

Toiletries, tea, coffee, milk, toilet rolls, kitchen products, welcome packs and other guest consumables are included only where expressly agreed.

The Client is responsible for maintaining sufficient stock unless replenishment or stock management forms part of the service.

Where we supply consumables, charges may include:

• the cost of the items;
• procurement and administration;
• delivery and handling;
• storage; and
• urgent or same-day purchasing.

Product brands and sizes may vary depending on availability. Equivalent substitutions may be made where appropriate.

We are not responsible for allergen, dietary or product-suitability requirements unless these have been expressly disclosed and agreed.

Waste, recycling and guest belongings

A standard turnover includes removal of normal internal household waste to the designated onsite bins, subject to available capacity and correct waste facilities.

Additional charges may apply for:

• excessive rubbish;
• overflowing external bins;
• large packaging or cardboard volumes;
• incorrectly sorted recycling;
• food waste requiring additional handling;
• abandoned furniture or bulky items;
• hazardous or contaminated waste; and
• offsite waste disposal.

Cleaners will not normally remove personal belongings left by a guest unless the item is clearly waste.

Suspected lost property may be photographed and placed in an agreed secure location. Collection, storage, delivery or postage of lost property may be charged separately.

We are not responsible for belongings discarded where they reasonably appeared to be rubbish.

Guest damage, maintenance and property defects

Cleaning staff may report visible damage, missing items, maintenance concerns or unusual property conditions identified during the turnover.

This visual reporting is not a formal inventory, survey, inspection or guarantee that every defect will be identified.

Maintenance, repairs, replacement items and contractor coordination are not included unless separately agreed.

The Client remains responsible for:

• maintaining the property in safe working order;
• repairing faulty appliances and fixtures;
• arranging pest-control or mould treatment;
• ensuring plumbing, heating and electricity operate correctly;
• providing safe furniture and beds;
• maintaining smoke and carbon-monoxide alarms; and
• deciding whether the property is suitable for guest occupation.

We may suspend work in an affected area where a defect presents a safety risk or cleaning could worsen the damage.

Quality control and photographic reporting

Before-and-after photographs or videos may be taken for:

• quality control;
• confirmation of service completion;
• recording guest damage;
• recording missing or damaged linen;
• maintenance reporting;
• recording excessive property condition;
• complaint investigation;
• insurance purposes; and
• client transparency.

Operational photographs and reports form part of our internal business and quality records.

We will take reasonable care to avoid unnecessarily recording private or sensitive information.

Photographs will not ordinarily be used publicly in a way that identifies the property or Client without appropriate permission.

Service concerns and rectification

Service concerns should be reported as soon as possible, preferably before the next guest occupies the property.

Reports should include:

• the property address;
• the cleaning date;
• a clear description of the concern; and
• supporting photographs or video.

Where a concern is reported after a new guest has entered the property, it may not be possible to establish whether the issue existed at the time the turnover was completed.

Where a valid cleaning issue is identified, our normal remedy is to arrange reasonable rectification of the affected area.

The Client must provide access and a reasonable opportunity for us to inspect or correct the issue.

Rectification does not include additional cleaning, maintenance, damage, guest use or work outside the original service scope.

Cancellations, extensions and booking changes

The Client must notify us promptly of every cancellation, extension, date change, occupancy change, additional bed requirement or removal of a property from service.

Charges will be applied reasonably, taking account of whether staffing, linen, transport or other committed costs can be avoided. Where a guest extends their stay, we cannot guarantee that the original cleaning slot or team will remain available.

Emergency and same-day turnovers

Emergency, last-minute and same-day turnover services are subject to staff availability and are not guaranteed until confirmed.

Emergency-service charges may apply to cover:

• urgent scheduling;
• staff redeployment;
• overtime;
• additional transport;
• evening or weekend working;
• urgent linen or consumable supply; and
• shortened operational windows.

Where the Client requests an emergency clean with a restricted timeframe, we may prioritise essential guest-ready areas and reduce non-essential work.

We cannot guarantee completion within an unrealistic timeframe or where the property condition requires substantially more work than disclosed.

Managed properties and portfolio services

Additional services may be available to regular and managed portfolio Clients, including:

• calendar and turnover coordination;
• booking-platform schedule monitoring;
• linen delivery and collection;
• linen and consumable storage;
• stock monitoring;
• property condition reporting;
• guest-ready quality checks;
• priority emergency support;
• contractor-access support; and
• operational property assistance.

These services apply only where expressly included within the Client’s service package or commercial agreement.

Complimentary, discounted or value-added services are provided as a commercial courtesy and may be reviewed, amended or withdrawn with reasonable notice.

The provision of cleaning coordination or property-support services does not make us the legal property manager, letting agent, accommodation provider or party to the guest booking unless a separate written agreement expressly states otherwise.

Host and property-manager responsibilities

The Client remains responsible for:

• guest communication and guest conduct;
• setting appropriate check-in and check-out times;
• maintaining a realistic cleaning window;
• providing accurate booking information;
• ensuring lawful and safe operation of the accommodation;
• property licences, insurance and legal compliance;
• repairs and maintenance;
• utility supply;
• waste facilities;
• stock and linen arrangements unless managed by us;
• responding to maintenance and damage reports;
• guest refunds and platform claims;
• booking-platform communications; and
• deciding whether the property is suitable for occupation.

The Client must provide emergency contact details for urgent property, access or safety matters.

Where urgent instructions are required and the Client cannot be contacted, we may make reasonable operational decisions to protect the property, our staff and the upcoming guest arrival.

Liability and booking-platform consequences

We will perform the agreed service with reasonable care and skill.

Subject to liability that cannot legally be excluded, we are not responsible for:

• guest behaviour after the cleaning service;
• late guest departure;
• incorrect or missing booking information;
• maintenance failures;
• pests, damp, mould or structural issues;
• laundry or linen shortages outside our control;
• items removed or damaged by guests;
• platform penalties caused by matters outside our control;
• loss of booking revenue or future reservations;
• guest refunds agreed without giving us an opportunity to investigate;
• third-party contractors or property managers; or
• failure to meet check-in caused by inadequate cleaning time or access delays.

The Client must give us a reasonable opportunity to investigate any allegation before accepting liability or making a claim against us.

Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded.

Pricing, invoicing and payment

All prices are subject to VAT at the prevailing rate unless expressly stated otherwise.

Pricing may be based on:

• property size;
• number of bedrooms and bathrooms;
• number of beds;
• service frequency;
• linen requirements;
• property condition;
• location and access;
• the cleaning window;
• required staffing; and
• additional services.

One-off services may require payment in advance or immediately following completion.

Regular and commercial Clients must pay within the terms stated on their invoice or service agreement.

Any discounted, bundled or portfolio rate assumes the agreed booking volume, property condition and operational arrangement. The price may be reviewed where these materially change.

We may suspend future turnovers, linen supply and additional services where invoices are overdue.

Full current pricing and booking availability can be viewed through our online booking system .

Notice of termination

Either party may end an ongoing service arrangement by giving written notice. The minimum notice period is 30 days for Clients with 1 to 9 active properties and 60 days for Clients with 10 or more active properties, unless a signed agreement states otherwise.

Bookings scheduled during the notice period remain valid and payable unless cancelled in accordance with clause 16. All outstanding invoices, replacement charges and agreed mobilisation costs become payable on termination.

Portfolio volume and preferential pricing

Discounted, bundled or portfolio pricing is based on the anticipated number of properties, turnovers and services stated when pricing was agreed.

If monthly service volume falls by more than 20% for two consecutive months, or if more than 20% of the portfolio is removed, we may review pricing, staffing, storage, linen arrangements and service levels by giving at least 14 days’ written notice.

Onboarding and mobilisation

For new portfolios or bespoke services, onboarding may include site visits, property manuals, recruitment, training, software configuration, stock preparation, linen allocation and operational planning.

Where the Client cancels or materially reduces the proposed service after mobilisation has started, we may recover reasonable and evidenced costs already incurred, including committed staffing, purchases, travel and third-party charges.

Waiting time and delayed access

The first 15 minutes of an unavoidable access delay may be allowed without an additional labour charge. Thereafter, waiting time caused by guests, contractors, missing keys, incorrect codes or unavailable access may be charged at £25 plus VAT per hour, calculated in 15-minute increments.

Return visits, parking, congestion, additional travel and staff redeployment may also be charged where reasonably incurred.

Annual and cost-based price reviews

We may review prices annually, ordinarily around April, and may also review them where the cost of providing the service materially changes.

Relevant factors may include National Minimum Wage, National Living Wage, employer National Insurance, fuel, parking, insurance, laundry, linen, consumables, supplier charges and statutory requirements. We will normally give at least 30 days’ written notice of a recurring price change.

Operational and service-specification changes

We may review staffing and pricing where the Client changes property numbers, locations, check-in windows, bed configurations, linen requirements, cleaning specifications, service frequency, reporting requirements or access arrangements.

Material changes should be agreed in writing before implementation. Where an urgent change is requested, temporary additional charges may apply until a revised service arrangement is confirmed.

Confidentiality, keys and security information

We will take reasonable steps to keep guest details, access codes, alarm information, keys, property manuals and commercially sensitive Client information confidential and secure.

The Client must notify us immediately when access credentials change or when a key, fob or security device is lost. We are not responsible for loss arising from outdated or insecure access arrangements controlled by the Client or a third party.

Governing law and jurisdiction

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights that apply.

Acceptance of these terms

By confirming a booking, approving a quotation, making payment, providing access, adding a property to an agreed cleaning schedule or continuing to use our Airbnb and short-let services, the Client confirms acceptance of:

• these Airbnb and Short-Let Cleaning Terms;
• our general Terms & Conditions;
• the accepted quotation or service agreement;
• the agreed property specification; and
• any applicable linen, welcome-pack or additional-service terms.

Where there is a conflict, a specifically negotiated and signed commercial service agreement will take priority over these website terms for the conflicting provision.

These terms should be reviewed periodically and specialist legal advice obtained for substantial property portfolios, property management arrangements or unusual contractual risks.