Legal
Terms and Conditions
Services provided
Host & Haven Property Care provides managed cleaning and related property care services, including residential, Airbnb and short-let, commercial and end-of-tenancy cleaning.
Booking confirmation
Bookings are confirmed in writing or by message once availability and details are agreed.
Payments
One-off services and end-of-tenancy cleans are paid upfront once availability is confirmed. Managed Airbnb and short-let turnover clients are invoiced weekly, unless otherwise agreed. Residential managed plans are billed monthly in advance. Commercial clients are billed according to their agreed service arrangement.
Cancellations
Cancellations should be made with reasonable notice. Late cancellations may be subject to a fee where the time slot cannot be reallocated.
Access to property
Clients are responsible for arranging timely access to the property. Where access is not available, a fee may apply.
Client responsibilities
Clients are expected to share clear instructions, access details and any property-specific requirements in advance of the service.
Airbnb linen and consumables responsibility
Fresh linen, towels and guest consumables are provided by the host or operator. Restocking and bed preparation use host-provided items.
Products, supplies and equipment arrangements
To help maintain hygiene standards and avoid cross-contamination between properties, clients keep cleaning products and basic equipment such as a vacuum and mop at the property. This also ensures preferred products and brands are used. Host & Haven provides the management, checklists, coordination and quality standards behind every service. End-of-tenancy and specialist cleans are arranged with the appropriate equipment for the service.
Cleaner arrival windows
Cleaners may arrive within an agreed arrival window. We aim to communicate any changes promptly.
Property condition
Services are quoted based on standard property condition. Properties in significantly heavier condition than expected may require an adjusted quote.
Damage reporting
Any concerns regarding damage should be reported within a reasonable period of the service so they can be reviewed promptly.
Limitations of service
Certain tasks may fall outside the scope of a standard service and may require a tailored quote or specialist arrangement.
Complaints and re-cleans
Any concerns should be raised promptly so they can be reviewed. Where appropriate, a re-clean may be arranged within a reasonable period.
Liability
Liability is limited to the value of the service provided, save where liability cannot be limited by law.
Insurance
Please contact us to confirm current insurance arrangements applicable to your service.
Late payments
Invoices are payable by the due date. Late payments may be subject to reminders and recovery action.
Right to refuse service
We reserve the right to decline or discontinue service where it would be unsafe, unreasonable or otherwise inappropriate.
Changes to pricing
Pricing may be reviewed from time to time. Existing managed clients will be given reasonable notice of any changes.
Contact details
Questions about these terms can be sent to info@hostandhavencare.co.uk.