Terms of Service — Golden Housekeeper LTD (Short-Let / Airbnb Cleaning)

1. Services Offered

Golden Housekeeper LTD provides professional cleaning services for short-let / Airbnb properties located in Berkshire, United Kingdom (and surrounding areas where agreed in writing).

1.1 Scope of Services

We provide general cleaning services as agreed, which may include a personalised short-let checklist. We are flexible and aim to keep your property guest-ready. However, if extra tasks are requested, or if the condition of the property requires more work than usual, we may need to adjust the regular checklist unless additional hours are contracted or an additional fee is agreed.

1.2 Core Service Types

• Standard Turnaround Clean: Designed for regular guest rotation, ensuring the property is clean and ready for the next check-in. Specific details of what is included will be provided at the time of booking and in our checklists.
• Deep Revitalisation Clean: Recommended periodically (e.g., every 2–3 months or after extended stays). This is a more comprehensive clean, including areas/items not typically covered in a Standard Turnaround. Specific details will be provided at the time of booking.

1.3 Optional Add-Ons (Where Agreed)

Add-ons are available subject to time and access. If requested, they must be confirmed in writing (message/email).

• Laundry / linen changeover / towel resets (where agreed and workable with timings)
• Restocking consumables provided by the client (e.g., toilet roll, soaps, coffee pods)
• Fridge check / basic refresh as defined in your checklist
• Reporting of damages, missing items, or unusual guest issues (see section 5)

1.4 Standards, Checklists & Time Sensitivity

Turnaround cleaning is time-critical by nature. We follow structured processes and checklists to deliver consistent standards. If the property condition is significantly heavier than expected (e.g., party mess, excessive rubbish, strong odours, heavy grease), we will notify you promptly and propose one of the following, depending on schedule:

• Extend the booking with additional hours (additional fees apply), or
• Prioritise guest-facing readiness (bathrooms, kitchen surfaces, bedrooms, floors) within the booked time, or
• Reschedule a Deep Revitalisation Clean at the next available slot.

2. Payment Terms

2.1 Payment Method

Payment can be made by bank transfer or another method previously agreed upon in writing.

2.2 Payment Due Date

We kindly ask that payments be made on the same day as the service, to help avoid confusion or oversights. This also helps us cover weekly staff costs and other running expenses.

2.3 Late Payment

If payment is not received by the due date, we may pause or decline future bookings until the outstanding balance is cleared. Where appropriate, we may also request payment upfront for future bookings.

3. Scheduling & Cancellations

3.1 Booking Information & Changes

We kindly ask for at least 24 hours’ notice for any cancellation or change (date/time/scope), whenever possible.

3.2 Late Cancellations (Less Than 24 Hours)

Short-let bookings are time-sensitive and our team and travel are reserved in advance. If a booking is cancelled with less than 24 hours’ notice, a Late Cancellation Charge of 50% of the scheduled service fee may apply to cover staff allocation and administration.

3.3 Same-Day Cancellation / Team Attended (No-Access / Turned Away)

If our team attends the property and is unable to start the service due to reasons outside of our control (including, but not limited to: no access provided, incorrect key/lockbox/code, guests still inside, host/guest refusing entry, or the property being unavailable), the visit will be treated as a Missed Visit / Attendance, and we may charge 100% of the scheduled service fee.

3.4 Waiting Time

If access is not available at the scheduled start time, our team will wait up to 15 minutes. Waiting beyond this time may be charged at our standard hourly rate, or we may need to leave to attend the next booking (in which case clause 3.3 applies).

3.5 Guest Overstays / Delayed Check-Out

If guests have not vacated by the agreed time, we can (subject to availability):

• wait (charged as per clause 3.4), or
• return later the same day (a call-out / additional travel charge may apply), or
• reschedule to the next available slot (late cancellation rules may apply depending on notice).

3.6 Our Rescheduling

We may occasionally need to reschedule due to illness, emergencies, or unforeseen circumstances. Where possible, we will provide as much notice as we can and offer the next available alternative.

4. Property Access

4.1 Access Responsibility

The client is responsible for ensuring we have safe and timely access to the property at the scheduled time, including keys, lockbox details, access codes, concierge/building access, parking instructions, and any restrictions.

4.2 No Access / Lock-Out

If we cannot access the property upon arrival (for any reason outside our control), this will be treated as a Missed Visit / Attendance and charged in line with clause 3.3.

4.3 Parking & Practical Instructions

Where parking permits, visitor bays, or key collection arrangements are required, the client must provide clear instructions in advance. Any additional time spent resolving access issues may be chargeable.

4.4 Safety / Unusual Conditions

If the property is unsafe to enter or requires specialist handling beyond standard cleaning (e.g., hazardous waste or biohazards), we may pause the service and discuss options. If the service cannot proceed, clause 3.3 may apply.

5. Liability & Damages

5.1 Care & Professionalism

We treat every property with care and professionalism. If something is accidentally damaged by our team during the service, we will notify you as soon as reasonably possible and aim to resolve it fairly.

5.2 Pre-Existing Damage

We are not responsible for any pre-existing damage, wear and tear, or issues caused by prior guests, contractors, or the property condition.

5.3 Reporting Issues After a Clean

Any concerns about cleanliness or missed items must be reported within 24 hours of service completion, ideally with supporting photos. Where reasonable and practical, we will arrange a prompt revisit to address the specific issue.

6. Privacy & Confidentiality

6.1 Client & Property Information

We respect your privacy and do not share your personal information or the details of your property except as necessary for service provision or as required by law.

6.2 Handling of Items

We handle items carefully and only move things when necessary for cleaning. We recommend that valuables and sensitive documents are stored securely.

6.3 Data Protection

Where applicable, we process personal data in line with UK data protection principles. If you require a specific data handling arrangement for multi-property operations, please contact us.

7. Photos for Marketing

7.1 Before/After Pictures

Sometimes we may take before/after pictures of cleaned areas (avoiding personal or identifying information). These may be used on our website or social media as examples of our work.

7.2 Opt-Out

If you prefer we do not take or use photos, please let us know in writing (email or message).

8. Conduct of Team Members

8.1 Non-Solicitation

We kindly request that clients do not offer private work to, or hire, any of our team members independently. Our team is trained, trusted, and essential to the Golden Housekeeper LTD service. Thank you for supporting our structure and respecting our team policy.

8.2 Professional Conduct

We expect respectful communication and safe working conditions. We reserve the right to refuse or discontinue service where there is harassment, unsafe conditions, or unreasonable behaviour.

9. Ending the Agreement

9.1 Notice

Either party may end this agreement with 15 days’ written notice.

9.2 Outstanding Payments

All outstanding payments must be cleared before the final service or before closing the account.

10. Legal Jurisdiction

10.1 Governing Law

This agreement is governed by the laws of England and Wales.

10.2 Dispute Resolution

Any disputes will be handled within the legal system of England and Wales. However, we are always committed to resolving issues in a friendly and fair manner first, wherever possible.

11. Agreement Acceptance

By booking or using our Service, you agree to these Terms. Instead of a physical signature, you may simply reply to an email or message from us stating that you agree with the service agreement, and we will attach your response to the agreement as evidence of acceptance.

12. Changes to These Terms

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will try to provide at least 30 days’ notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

By continuing to book or use our Service after revisions become effective, you agree to be bound by the revised terms. If you do not agree to the new terms, please stop using our Service.

13. Contact Us

If you have any questions about these Terms of Service, please contact us:

• Email: info@goldenhousekeeper.co.uk
• Phone: 07423 391489

If you would like, we can also provide a one-page “Host Operations Sheet” (access rules, linen/restock expectations, turnaround timings, cancellations) to pin in your hosting SOPs.