Terms & Conditions
These Terms & Conditions explain the basis on which Cleaning Solutions Bristol Ltd supplies cleaning, housekeeping, property support and associated services to domestic and commercial clients.
Please read these terms before confirming a booking. By booking, paying an invoice or deposit, approving a quotation, providing access to a property, or allowing a service to commence, the Client confirms that they have read and accepted these Terms & Conditions.
Important: Service descriptions and estimated cleaning times are based on normal property use and the information supplied at booking. Additional time or charges may apply where the property, access arrangements or required work differ materially from the information provided.
Agreement and booking
These terms apply to services supplied by Cleaning Solutions Bristol Ltd, Company No. 12974269, referred to in these terms as “the Company”, “we”, “us” or “our”.
“Client” or “you” means the individual, landlord, tenant, host, property manager, company, organisation or other person ordering or receiving the service.
A binding agreement may be formed when the Client:
- accepts a written or verbal quotation;
- confirms a booking by telephone, email, message or WhatsApp;
- books through our website or booking platform;
- pays an invoice, deposit or payment request;
- signs a service agreement or proposal; or
- provides access and permits the service to commence.
A person making a booking on behalf of a business, property owner or third party confirms that they have authority to bind that person or organisation to the agreement.
These master terms operate alongside any accepted quotation, service schedule, property specification, specialist policy or written service agreement.
Where a specialist service document contains additional provisions, those provisions apply to that service. Nothing in these terms removes rights that cannot legally be excluded.
Services, quotations and scope
Services may include:
- domestic and regular cleaning;
- deep cleaning;
- end of tenancy and move out cleaning;
- Airbnb, holiday let and serviced accommodation cleaning;
- commercial, office and communal-area cleaning;
- after builders and renovation cleaning;
- housekeeping, organisation and property-support services;
- carpet, upholstery, oven and appliance cleaning;
- linen hire, linen handling and laundry-related services; and
- additional services specifically agreed in writing.
A quotation is based on the information, photographs, videos, measurements and property condition disclosed by the Client.
Unless expressly stated otherwise, quotations are estimates based on the expected scope and normal working conditions. We may revise the price where:
- the information supplied was incomplete or inaccurate;
- the property is larger or in a poorer condition than described;
- additional rooms, bathrooms, appliances or areas require cleaning;
- the requested scope changes;
- specialist products, equipment or additional staff are required;
- access delays affect the scheduled working time; or
- hazardous, excessive or unexpected contamination is found.
Unless a fixed-price scope has been expressly confirmed, additional labour may be charged at the applicable hourly rate per cleaner, plus VAT.
Any quotation is valid for 30 days unless another validity period is stated.
Client responsibilities
The Client must:
- provide complete and accurate property and booking information;
- disclose pets, pests, mould, bodily fluids, needles and hazardous materials;
- identify fragile, valuable, damaged or specialist surfaces and items;
- provide safe access at the agreed time;
- provide running water, electricity, lighting and reasonable ventilation;
- ensure the premises comply with applicable health and safety requirements;
- secure cash, jewellery, medication and other valuables;
- remove or clearly identify items that must not be cleaned, moved or disposed of;
- ensure children and pets are safely supervised away from working areas; and
- provide any property-specific instructions before the service begins.
The Client is responsible for obtaining permission for us to access and work at the premises, including permission from any owner, landlord, tenant, building manager or occupier.
We are not responsible for consequences arising from incomplete, inaccurate or late instructions.
Access, keys and attendance
Safe and uninterrupted access must be available at the scheduled service time.
Where access is delayed by more than 15 minutes, we may:
- charge waiting time at the applicable hourly rate per cleaner;
- reduce the service scope to fit the remaining available time;
- reschedule the service; or
- treat the appointment as a late cancellation where entry is not possible.
Where cleaners cannot gain entry due to incorrect codes, missing keys, locked internal areas, guests remaining onsite, late check-out or another issue outside our control, the full booked fee may remain payable where we cannot reasonably reallocate the staff.
Key collection, key return and travel outside the normal service arrangement may be charged separately.
Where we hold keys or access information, these will be handled using reasonable security procedures. The Client must notify us immediately when access codes, alarms or key arrangements change.
Property condition and cleaning limitations
Cleaning can improve hygiene, cleanliness and presentation, but it cannot always restore damaged, deteriorated or permanently marked materials to an as-new condition.
We do not guarantee removal of:
- permanent staining or dye transfer;
- limescale etching or corrosion;
- mould staining beneath silicone, sealant, grout or paint;
- burn marks, scratches, chips or discolouration;
- wear, fading, deterioration or age-related damage;
- adhesive, paint, cement or construction residue requiring specialist treatment;
- odours absorbed into porous materials or building fabric; or
- pest, damp, drainage, plumbing or structural problems.
Results may be limited where surfaces are damaged, incorrectly installed, poorly maintained, chemically sensitive or unsafe to clean.
We may stop work on a surface where continuing could reasonably cause damage.
Additional work and charges
Extra charges may apply where work falls outside the agreed scope. Examples include:
- additional rooms, bathrooms, beds or appliances;
- heavy grease, scale, pet hair or excessive soiling;
- excess waste, rubbish or abandoned belongings;
- internal cupboards, drawers, appliances or windows not included in the booking;
- washing dishes, cookware or excessive kitchenware;
- wall washing, stain treatment or specialist cleaning;
- biohazards, bodily fluids or contaminated materials;
- after builders dust or contractor residue;
- parking, congestion, toll or access charges;
- out-of-hours, same day, emergency or Bank Holiday work;
- waiting time, additional travel or key collection; and
- additional labour required to achieve the requested standard.
Where urgent action is reasonably required to complete a property before an agreed guest arrival, handover or operational deadline, we may allocate additional labour without waiting for further approval where delay would materially affect the service outcome.
We will act reasonably when determining any additional charge and, where practical, will notify the Client before completing substantial work outside the original scope.
VAT is charged at the prevailing rate unless a price is expressly stated to include VAT.
Operational charges schedule
The charges in this section are exclusive of VAT and apply in addition to the agreed cleaning or service fee where the relevant circumstance occurs. They reflect committed labour, travel, supervision, lost capacity and operational disruption.
8.1 Late check-out and waiting time
| Circumstance | Charge |
|---|---|
| Unauthorised late check-out | £35.00 + VAT |
| Waiting time up to 15 minutes | £6.25 + VAT per cleaner |
| Waiting time of 16–30 minutes | £12.50 + VAT per cleaner |
| Waiting time of 31–60 minutes | £25.00 + VAT per cleaner |
| Each additional hour | £25.00 + VAT per cleaner |
Waiting time is calculated from the scheduled arrival time until access is provided. Same-day notification of a late departure does not waive the late check-out charge.
8.2 No access and failed attendance
Where a driver or cleaning team travels to or attends a property but cannot begin or complete the service because of incorrect access information, unavailable keys, guests remaining onsite, restricted access, unavailable utilities or another matter outside our control, charges may be calculated at £25.00 + VAT per person, per hour.
The charge applies to the driver and every cleaner allocated to the booking and may be calculated from the time travel begins until the team returns, is released or is reassigned. Parking, congestion charges, tolls and other reasonable expenses may also be recovered.
8.3 Out-of-hours and emergency work
| Service period or requirement | Additional charge |
|---|---|
| Before 7:00am | £35.00 + VAT |
| After 8:00pm | £35.00 + VAT |
| Sunday | £35.00 + VAT |
| Bank holiday | £50.00 + VAT |
| Emergency operations fee | £75.00 + VAT |
| Emergency cleaner labour | £25.00 + VAT per hour |
| Emergency supervisor support | £35.00 + VAT per hour |
8.4 Same-day amendments and team dispatch
| Circumstance | Charge |
|---|---|
| Material booking amendment received after 10:00am on the service day | £25.00 + VAT |
| Cancellation after a driver or team has started travelling | £35.00 + VAT |
Amendments include changes to the service date, arrival time, property address, access arrangements, scope of work or another material detail requiring operational rescheduling. All changes remain subject to availability.
8.5 Additional operational services
| Service | Charge |
|---|---|
| Emergency linen delivery | £35.00 + VAT |
| Additional laundry load | £20.00 + VAT per load |
| Excess rubbish removal | From £30.00 + VAT |
| Pet hair removal | From £25.00 + VAT |
| Smoking remediation | From £100.00 + VAT |
| Biohazard cleaning | From £150.00 + VAT |
| Lost key collection | £25.00 + VAT |
| Replacement key collection | £50.00 + VAT plus replacement costs |
| Unscheduled call-out | £50.00 + VAT minimum charge |
Where actual costs exceed a listed charge because of client instructions, access problems, guest behaviour or another circumstance outside our control, we may recover all reasonable additional labour, travel, material, subcontractor and compensation costs incurred.
We may refuse, reduce or reschedule work where insufficient notice, staffing, access, safety conditions or operational capacity prevent safe and professional delivery.
Payment, invoices and overdue accounts
8.1 Domestic and one off clients
Payment is due in advance, on the service date or immediately upon completion, as stated in the booking confirmation or invoice.
We may require full payment or a deposit before reserving staff, ordering materials or commencing work.
8.2 Account and commercial clients
Account invoices are payable within the period stated on the invoice or service agreement. Where no alternative period is stated, payment is due within seven calendar days of the invoice date.
Internal approval procedures, purchase-order delays or the absence of a reminder do not extend the agreed payment date.
8.3 Invoice queries
Invoice queries must be submitted in writing as soon as possible, identifying the invoice, disputed amount and reasons for the query. Undisputed amounts remain payable by the original due date.
8.4 Late commercial payments
For qualifying business-to-business debts, we may claim statutory interest, fixed compensation and reasonable recovery costs under the Late Payment of Commercial Debts legislation.
We may suspend future services where an invoice is overdue. Repeated late payment may result in advance-payment terms, direct-debit requirements or termination of the service.
8.5 Failed and reversed payments
The Client must contact us before initiating an unjustified chargeback or payment reversal. This does not prevent the Client from exercising legitimate rights through their bank or payment provider.
We may recover reasonable costs resulting from a payment reversal where the service was properly supplied and the reversal was made without a valid basis.
Appointment cancellation and booking changes
Requests to cancel, move or materially reduce a booking must be made by email, telephone or written message.
| Notice given | Potential charge |
|---|---|
| More than 48 hours before the appointment | Normally no cancellation fee, except for non refundable deposits, committed materials or expressly agreed project costs. |
| Between 24 and 48 hours | Up to 50% of the booked service value where staffing or operational costs cannot reasonably be avoided. |
| Less than 24 hours or same day cancellation | Up to 100% of the booked service value where staff have been committed and cannot reasonably be reassigned. |
| No access or attendance after staff arrive | The full service fee plus any reasonable parking, waiting or travel costs may be payable. |
Cancellation charges are intended to reflect staffing, administration, travel, materials and lost capacity. We will take reasonable steps to reduce avoidable losses.
Deposits for large projects, specialist work, blocked-out dates, emergency services or substantial staffing requirements may be non refundable where this is clearly stated before payment.
Where we cancel an appointment, we will offer a replacement date or refund any amount paid for the unprovided service. We are not responsible for indirect losses resulting from rescheduling unless the law requires otherwise.
Consumer cancellation and statutory rights
This section applies where the Client is an individual acting mainly outside their trade, business, craft or profession.
Where a qualifying consumer contract is entered into online, by telephone or away from our business premises, the Client may have a legal right to cancel within 14 days of the contract being made.
Where the Client requests that the service begins during the 14-day cancellation period:
- the Client expressly requests early performance of the service;
- if the Client later cancels, they may be required to pay a proportionate amount for work already performed; and
- the cancellation right may be lost once the service has been fully performed, where the Client gave the required express consent and acknowledgement.
Nothing in these terms affects statutory rights relating to services that are not carried out with reasonable care and skill or do not match information provided about them.
Business clients do not receive consumer cancellation rights unless the law expressly provides otherwise.
Regular services and notice periods
Regular cleaning services may be scheduled weekly, fortnightly, monthly or at another agreed frequency.
Unless a fixed-term contract states otherwise, either party may end an ongoing domestic cleaning arrangement by providing reasonable written notice.
Unless a signed agreement states otherwise, regular commercial, Airbnb, short let, linen and managed-property Clients must give:
- 30 days’ written notice where the arrangement covers 1–9 properties; or
- 60 days’ written notice where the arrangement covers 10 or more properties.
Bookings falling within the notice period remain payable and the Client must continue to provide access and booking information. Notice must be sent in writing by email. Removing properties, cancelling calendars or stopping bookings does not replace formal notice.
Regular appointment times are reserved subject to staff availability. We may occasionally change the assigned cleaner, team size or attendance time for operational reasons.
The Client must notify us of holidays, access changes, booking calendar changes and any appointments that are not required.
Prices may be reviewed periodically to reflect wage costs, statutory changes, inflation, materials, transport, property condition or changes to the service scope. Reasonable notice will normally be given for ongoing services.
Commercial, portfolio and mobilisation terms
12.1 Portfolio pricing and volume
Discounted, bundled or portfolio pricing is based on the property numbers, booking frequency, scope, location, staffing model and operational information agreed when the price is offered.
Where the Client removes more than 20% of the agreed portfolio, materially reduces booking volume or changes the operating model, we may review pricing, staffing, minimum charges and service availability.
12.2 Onboarding and mobilisation
We may recover reasonable onboarding and mobilisation costs where the Client cancels, delays or materially reduces a proposed service after we have begun recruitment, training, site visits, property documentation, software configuration, stock purchasing, linen allocation or other dedicated preparation.
12.3 Annual and exceptional price reviews
Ongoing prices may be reviewed annually, normally in April, and may also be reviewed where there is a material increase in statutory wages, National Insurance, VAT, fuel, parking, congestion charges, laundry, linen, materials, insurance, supplier costs or regulatory requirements.
Reasonable notice will normally be provided. Where a tax, statutory charge or third party cost takes effect immediately, the corresponding adjustment may apply from the effective date.
12.4 Operational changes
We may make reasonable changes to staffing, routes, team size, supervisors, delivery methods, systems and service timings where required to maintain safe, efficient and reliable service, provided that the agreed material service outcome is not substantially reduced.
12.5 Confidentiality and security
Each party must keep confidential non-public operational, commercial and security information received through the relationship, including access codes, alarm details, guest information, pricing, property instructions and internal procedures.
Quality checks, complaints and rectification
We aim to provide services with reasonable care and skill and in accordance with the agreed scope.
Any concern should be reported as soon as reasonably possible, preferably within 24 hours and no later than 72 hours after the service, together with:
- the property address and service date;
- a clear description of the concern;
- supporting photographs or videos where appropriate; and
- confirmation that the area has not been altered or cleaned by another party.
Prompt reporting allows us to investigate the condition as close as possible to the time of service. Delayed reporting may make it impossible to distinguish a service issue from later use, occupation or contamination.
Where a valid service issue is identified, our usual remedy will be to arrange reasonable rectification of the affected area.
The Client must provide reasonable access for inspection or rectification. A refund will not normally be issued where the Client refuses a reasonable opportunity to inspect or correct the work.
Rectification does not include additional work that was not part of the original booking or conditions that cannot reasonably be corrected through cleaning.
Damage, fragile items and liability
The Client must identify fragile, valuable, unstable, defective or specialist items before work begins.
We are not responsible for damage caused by:
- pre-existing defects, wear or deterioration;
- loose, incorrectly fitted or unstable fixtures;
- undisclosed manufacturer or specialist cleaning requirements;
- items unable to withstand normal cleaning processes;
- the Client’s failure to secure valuable or fragile items;
- faulty appliances, plumbing, electricity or building systems;
- mould, damp, pests, structural movement or water ingress; or
- third parties, guests, contractors, animals or occupiers.
Alleged damage must be reported promptly with photographs, ownership information and reasonable evidence of value.
We must be given a reasonable opportunity to inspect the item and, where appropriate, arrange repair or replacement.
14.1 Liability that is not excluded
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of rights that cannot legally be excluded, or any other liability that cannot lawfully be limited.
14.2 Business losses
Subject to the paragraph above, we are not liable to business Clients for indirect or consequential loss, loss of profit, loss of revenue, loss of bookings, platform penalties, reputational damage or loss of anticipated savings.
For business Clients, our total liability arising from a particular service will normally be limited to the amount paid for the affected service, except where a different limitation is stated in a signed commercial agreement or where such limitation would be unlawful.
Health, safety and hazardous conditions
We may refuse, stop or postpone work where conditions present a health, safety, safeguarding or contamination risk.
This may include:
- aggressive, threatening or abusive behaviour;
- uncontrolled animals;
- needles, sharps, blood, bodily fluids or human waste;
- suspected asbestos or hazardous building materials;
- unsafe electrics, plumbing, flooring, stairs or structures;
- serious pest infestation;
- drug paraphernalia or illegal substances;
- unventilated chemical exposure;
- excessive heat, cold or lack of essential utilities; or
- any condition staff reasonably consider unsafe.
Specialist contamination or biohazard work is not included unless specifically quoted and accepted.
Where work cannot proceed because an undisclosed unsafe condition exists, reasonable attendance, cancellation or specialist handling charges may remain payable.
Staff conduct and non-solicitation
Clients must treat our employees, workers and subcontractors with dignity and respect. Harassment, discrimination, intimidation, threats or abuse will not be tolerated.
The Company may withdraw staff immediately where inappropriate or unsafe behaviour occurs.
Business and regular-service Clients must not directly employ or privately engage a cleaner introduced through the Company during the service relationship or for 12 months after that individual last provided services through us, unless written agreement is obtained.
Where a Client directly recruits an introduced worker in breach of this provision, a reasonable recruitment and introduction fee may become payable. For commercial arrangements, the applicable fee may be stated in the service agreement.
This clause does not prevent a worker from independently responding to a genuinely public recruitment exercise where no targeted solicitation has taken place.
Personal information, communications and photographs
We may collect and use information required to provide and manage services, including:
- names and contact details;
- property and billing addresses;
- booking history and service requirements;
- access instructions and property notes;
- communications, invoices and payment records;
- staff attendance and quality control records; and
- before-and-after photographs relating to service quality, condition or damage.
Information may be used where necessary to perform a contract, comply with legal obligations, manage legitimate business interests, resolve disputes, prevent fraud and maintain service quality.
Payment-card information is normally processed by secure third party payment providers rather than stored directly by us.
Property photographs may be taken for quality assurance, operational reporting, evidence of pre-existing conditions, complaints and insurance purposes.
Photographs taken for operational purposes will not ordinarily be used in public marketing in a way that identifies the Client or property without appropriate permission.
We may communicate by telephone, email, SMS, WhatsApp or another method used by the Client in connection with bookings and services.
Personal information may be shared with employees, approved subcontractors, payment processors, booking providers, professional advisers, insurers and authorities where reasonably necessary and lawful.
Information is retained only for as long as reasonably necessary for the relevant operational, contractual, accounting, insurance and legal purposes.
Data-protection requests may be sent to info@cleaningsolution.uk .
Suspension and termination
We may suspend or terminate services where:
- payment is overdue;
- the Client repeatedly cancels or prevents access;
- unsafe or abusive conditions exist;
- the Client materially breaches the agreement;
- the required service falls outside our capability or insurance;
- staff availability or operational circumstances make continued supply impracticable; or
- continuing the relationship would expose the Company or staff to unreasonable risk.
Where reasonably possible, notice will be provided. Immediate suspension may occur for serious safety, conduct, fraud or non-payment concerns.
Termination does not remove liability for services already supplied, cancellation charges, outstanding invoices, hired property, replacement costs or other accrued obligations.
General provisions
19.1 Subcontracting and staffing
We may use employees, workers, agency staff or approved subcontractors to provide the service. We remain responsible for managing the contracted service.
19.2 Events outside reasonable control
We are not responsible for delay or failure caused by circumstances outside our reasonable control, including severe weather, transport disruption, illness, utility failure, government action, civil emergency, supply interruption or premises becoming inaccessible.
19.3 Changes to these terms
We may update these terms to reflect legal, regulatory, commercial or operational changes. The version applying to a one off booking will normally be the version available when the booking is confirmed.
Updated terms may apply to future services under an ongoing arrangement after reasonable notice has been provided.
19.4 Severability
If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.
19.5 No waiver
A delay in enforcing a right does not mean that the right has been waived.
19.6 Third-party rights
Unless expressly stated otherwise, no person other than the Company and the Client has a right to enforce this agreement.
19.7 Governing law
These terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory consumer right to bring proceedings elsewhere.
Contact and company information
Cleaning Solutions Bristol Ltd
Company registration number: 12974269
Address: 47 Picton Street, Bristol, BS6 5PZ
Email:
info@cleaningsolution.uk
Telephone:
07956 572 991
Formal notices, complaints and contractual correspondence should be submitted in writing by email.
These website terms are intended to provide clear commercial and customer information. Specialist legal advice should be obtained before using them for substantial commercial contracts, regulated services or unusual risk arrangements.
Questions about a booking?
Contact our team before confirming your service if you need clarification about pricing, access, cancellation, property condition or the work included.
Airbnb & Short Let Cleaning Terms & Conditions
These additional terms apply to Airbnb, serviced accommodation, holiday-let and short-term rental cleaning supplied by Cleaning Solutions Bristol Ltd across Bristol, Bath and surrounding areas.
These specialist terms operate alongside our general Terms & Conditions , accepted quotation, service schedule and any property-specific instructions agreed with the Client.
Important: A standard turnover price assumes a normally used short-let property following a short stay. Longer stays, increased occupancy, pets, parties, contractors, severe soiling, excessive waste or a full property reset may require additional labour and charges.
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
Standard Turnover
Normally suitable following a stay of one to three nights with light to moderate guest use and no significant additional cleaning requirements.
Extended-Stay or Heavy-Use Clean
Normally required following a longer stay, increased occupancy, pets, contractors, visible build-up or more extensive property use.
Long-Stay Full Reset
A substantially deeper property reset following an extended stay, severe use or a condition requiring detailed kitchen, appliance and whole-property cleaning.
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
| Property size | Typical team time |
|---|---|
| Studio or 1 bedroom | Approximately 1 to 1.5 hours |
| 2 bedrooms | Approximately 1.5 to 2 hours |
| 3 bedrooms | Approximately 2.5 to 3 hours |
| 4 bedrooms | Approximately 4 to 4.5 hours |
| 5 bedrooms | Approximately 4.5 to 5 hours |
4.2 Extended-stay or heavy-use clean
| Property size | Typical team time |
|---|---|
| Studio or 1 bedroom | Approximately 2 to 3 hours |
| 2 bedrooms | Approximately 3 to 4 hours |
| 3 bedrooms | Approximately 4 to 5.5 hours |
| 4 bedrooms | Approximately 5.5 to 7 hours |
| 5 bedrooms | Approximately 7 to 8.5 hours |
4.3 Long-stay full-reset clean
| Property size | Typical team time |
|---|---|
| Studio or 1 bedroom | Approximately 3.5 to 5 hours |
| 2 bedrooms | Approximately 5 to 6.5 hours |
| 3 bedrooms | Approximately 6.5 to 8 hours |
| 4 bedrooms | Approximately 8 to 10 hours |
| 5 bedrooms | Approximately 10 to 12 hours |
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:
Used beds stripped and remade, accessible surfaces dusted, mirrors checked, floors cleaned and rooms reset for arrival.
Toilets, sinks, baths and showers cleaned and sanitised, mirrors polished and floors cleaned.
Worktops, sink, hob and accessible appliance exteriors cleaned, with general kitchen presentation restored.
Accessible surfaces dusted, furniture presented, visible debris removed and floors vacuumed or mopped.
Normal household waste removed from internal bins and transferred to the correct onsite waste point where available.
Property presentation checked, visible issues reported and completion photographs taken where required.
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 where:
- a reservation is cancelled;
- the check-in or check-out date changes;
- a guest extends their stay;
- the number of guests changes;
- additional beds are required;
- the property is taken offline;
- a landlord or owner stay is added; or
- a turnover is no longer required.
More than 48 hours’ notice should be provided wherever possible.
Changes made between 24 and 48 hours before the service may be subject to a charge of up to 50% of the booked service value where staffing costs cannot reasonably be avoided.
Same-day changes, cancellations made with less than 24 hours’ notice, or appointments where staff cannot gain access may be charged up to 100% of the booked service value.
Where a guest extends their stay without sufficient notice, 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 .
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.
Need a reliable turnover service?
Speak to our team about regular Airbnb cleaning, linen hire, emergency turnovers, guest arrival packs and managed property support across Bristol and Bath.
Cleaning Solutions Bristol Ltd
Airbnb & Short Let Operational Charges Policy
To maintain reliable service standards and ensure every property is prepared on time, the following operational charges apply. All prices shown are exclusive of VAT and are charged in addition to the agreed cleaning fee where applicable.
1. Late Check-Out Charges
Guests must vacate the property by the agreed check-out time unless a late check-out has been approved in writing by Cleaning Solutions Bristol Ltd before the day of departure.
| Service | Charge |
|---|---|
| Unauthorised late check-out | £35.00 + VAT |
Any unauthorised late check-out, including notifying us on the morning of departure, will incur the above charge. Our cleaning teams, supervisors, drivers and operational schedules are planned in advance, so same-day notification does not waive this fee. Where a late departure causes waiting time, overtime, emergency staffing, delayed guest arrivals, compensation or other operational costs, Cleaning Solutions Bristol Ltd reserves the right to recover all reasonable additional costs incurred in addition to the late check-out charge.
2. Waiting Time Charges
If our team arrives at the scheduled time but cannot begin work due to guests remaining in the property, contractors, owners, incorrect access information, missing keys or another issue outside our control, waiting time will be charged as follows:
| Waiting Time | Charge |
|---|---|
| Up to 15 minutes | £6.25 + VAT per cleaner |
| 16–30 minutes | £12.50 + VAT per cleaner |
| 31–60 minutes | £25.00 + VAT per cleaner |
| Each additional hour | £25.00 + VAT per cleaner |
Waiting time is calculated from the scheduled arrival time until access is provided.
3. No Access or Failed Attendance
These charges apply where our driver and cleaning team travel to or attend the property but cannot begin or complete the scheduled service because access codes are incorrect, keys are unavailable, guests have not vacated, access is refused or restricted, essential utilities are unavailable, or another circumstance outside the control of Cleaning Solutions Bristol Ltd prevents the service from being carried out.
| Attendance | Charge |
|---|---|
| 1 Driver + 1 Cleaner | 2 people × £25.00 + VAT per hour |
| 1 Driver + 2 Cleaners | 3 people × £25.00 + VAT per hour |
| 1 Driver + 3 Cleaners | 4 people × £25.00 + VAT per hour |
| 1 Driver + 4 Cleaners | 5 people × £25.00 + VAT per hour |
Failed-attendance charges are calculated at £25.00 + VAT per person, per hour for the driver and every cleaner allocated to the booking. Time is calculated from when the driver and cleaning team begin travelling to the property until they return, are released or are reassigned. Where more than one cleaner has been allocated, the charge applies separately to each cleaner in addition to the driver. Parking, congestion charges, tolls and any other reasonable expenses incurred may also be charged where applicable. Any return visit remains subject to availability and will be charged separately at the applicable cleaning rate.
4. Out-of-Hours Surcharges
| Service Period | Additional Charge |
|---|---|
| Before 7:00am | £35.00 + VAT |
| After 8:00pm | £35.00 + VAT |
| Sundays | £35.00 + VAT |
| Bank holidays | £50.00 + VAT |
5. Emergency Same-Day Turnaround
These charges apply where we are required to rearrange schedules, allocate additional cleaners, provide supervisory support or manage an emergency same-day turnaround.
| Service | Charge |
|---|---|
| Emergency operations fee | £75.00 + VAT |
| Cleaner | £25.00 + VAT per hour |
| Supervisor | £35.00 + VAT per hour |
6. Booking Amendments
Booking amendment requests received after 10:00am on the day of the scheduled service may incur the following operational amendment charge.
| Notice Given | Charge |
|---|---|
| After 10:00am on the day of the booking | £25.00 + VAT |
Booking amendments include changes to the service date, arrival time, property address, access arrangements, scope of work or any other material change requiring operational rescheduling. Requests received after 10:00am on the day of the booking remain subject to operational availability. Cleaning Solutions Bristol Ltd reserves the right to decline an amendment where staffing, travel arrangements or operational capacity do not permit the requested change.
7. Team Dispatched Charge
Where we are notified on the morning of the booking that the service is no longer required, no cancellation charge will apply provided our driver and cleaning team have not started travelling to the property.
| Circumstance | Charge |
|---|---|
| Driver or cleaning team has started travelling to the property | £35.00 + VAT |
The charge applies once the driver or any member of the cleaning team has begun travelling to the property, even if we are notified before they arrive. This charge contributes towards committed staff time, travel, fuel and the operational disruption caused by the same-day change.
8. Additional Operational Charges
| Service | Charge |
|---|---|
| Emergency linen delivery | £35.00 + VAT |
| Additional laundry load | £20.00 + VAT per load |
| Excess rubbish removal | From £30.00 + VAT |
| Pet hair removal | From £25.00 + VAT |
| Smoking remediation | From £100.00 + VAT |
| Biohazard cleaning | From £150.00 + VAT |
| Lost key collection | £25.00 + VAT |
| Replacement key collection | £50.00 + VAT plus key replacement costs |
| Unscheduled call-out | £50.00 + VAT minimum charge |
9. Recovery of Additional Costs
Where delays, access issues, guest behaviour, client instructions or other circumstances outside our control result in costs exceeding the charges listed above, Cleaning Solutions Bristol Ltd may recover all reasonable additional costs incurred. This may include labour, travel, materials, subcontractor charges and compensation payable to affected guests.
10. Right to Decline
Cleaning Solutions Bristol Ltd reserves the right to refuse or reschedule any booking where insufficient notice, staffing or operational capacity would prevent the service from being delivered safely and professionally.