Terms

What these terms cover

These are the terms for cleaning holiday lets, serviced accommodation and short-term rentals: changeover cleans between guests, stayovers where they apply, restocking checks, and the presentation that leaves a property ready for the next guest. Our client may be the owner of the property or a managing agent acting for the owner, and these terms apply either way.

What we do is based on the information you give us about the property: its layout, the occupancy you expect, turnaround times and the standard you want held. Anything specific to your property is confirmed with you before the first changeover. Tasks we have not agreed beforehand may carry an additional charge.

These are not the terms for regular cleaning in your own home. Those are published separately as our domestic cleaning terms, and our terms index points to both.

Your changeover fee

We charge a fixed fee per changeover, not an hourly rate. We set that fee for your property, from its size and layout, the occupancy you expect and the way guests typically use it. Unless we agree otherwise in writing, it is the fee for every changeover, and we agree it with you before the first one.

A minimum applies. The fee scales with the property, but it does not fall below a minimum, because attending costs us the same however small the property is. A very small flat therefore pays the minimum rather than a fraction of it.

The fixed fee assumes the property is left in reasonable condition, consistent with normal guest use.

When a property is left in exceptional condition

Guests do not always leave a property in reasonable condition. Where they have not, we charge for the extra time the clean takes, at the applicable hourly rate or at an uplift agreed with you.

What we mean by exceptional condition: bodily fluids, including sickness; excessive grease, or heavily soiled ovens and appliances; a clean following a long stay with heavy use; excessive rubbish, food waste, staining or odours beyond normal use; anything that needs extended labour or specialist products.

Changeovers are time sensitive, so we may do that extra work immediately rather than wait for an answer, to get the property ready for the arriving guest.

Where it is practical, we photograph the condition to support the additional charge. Those photographs may also help you recover the cost from the guest through the booking platform. Where photographs were not practical and the condition is evident, the charge still stands.

Payment

We invoice you after the service has been completed. Payment is due within 3 days of the invoice date, unless we have agreed something else with you in writing.

Bank transfer only. You do not pay the cleaner directly for holiday let work, as domestic clients do. The invoice comes from LONGSTONE and is settled with us. We do not publish our bank details; they are given to you directly.

Late payment

• A £10 late fee applies if an invoice is still unpaid 15 days after its date.
• A further £10 is added for every 7 days after that. The fees add up until the balance is settled.
• We may suspend the service while invoices are unpaid, and we are not liable for the disruption that causes.
• You also cover our reasonable costs of recovering an unpaid balance, including administrative, legal and court costs.

Cancelling a changeover

You can cancel a booked changeover at any notice, free of charge. There is nothing to pay. No percentage of the fee, no short-notice charge, however close to the day you tell us.

Guest bookings get cancelled and plans change, usually through no fault of the host, and we do not think you should pay for that. Please do tell us as soon as you know, so we can use the slot elsewhere.

Turning up

We are committed to completing every scheduled clean. Staffing, holiday cover and replacements are planned in advance so that an absence does not affect your changeover. That does mean a different member of the team may attend.

We would delay a clean only in rare circumstances beyond our reasonable control: severe weather, unsafe conditions at the property, access being denied, or events that make attending impossible or unsafe. We tell you at the earliest opportunity.

Late guest check-outs, incorrect booking information or delayed access can affect the timing or the scope of a clean. We are not responsible for delays outside our control.

Access to the property

We need clear and reliable access instructions: key safe locations and codes, keys, parking, and the times we can get in. Keeping those current is your responsibility.

If we cannot get in at the scheduled time, we charge 50% of the scheduled fee.

We may also refuse to work at a property that is unsafe, excessively hazardous, or not as it was described to us.

Bookings and scheduling

We need accurate, up to date booking information from you: guest check-out dates and confirmed next check-in dates, both of them. Please tell us promptly about new bookings, cancellations, changes to check-in or check-out dates, and any same-day changeover.

Where there is no same-day check-in, we may clean on a different day or at a different time, depending on capacity. During peak periods we may not attend on the check-out day if no guest is arriving that day.

We are not responsible for delays or missed cleans caused by booking information that is incomplete, late or incorrect.

Insurance and liability

We hold public liability insurance with cover up to £1,000,000. It covers accidental damage to property and injury directly caused by our cleaning services, whether the work was done by our own staff or by a subcontractor.

The excess on a claim is £300 in total. You pay £150 of it before the claim is processed, and we cover the other £150. We think splitting it is the fair way round, given that a changeover is our work in your asset.

The cover does not extend to:

• pre-existing damage or defects;
• general wear and tear;
• maintenance-related issues;
• damage caused by guests or other third parties;
• damage arising from unsafe conditions at the property, or from products you supplied.

Tell us about any alleged damage within 24 hours of the service, with photographs or supporting information where you have them. A later report may limit our ability to investigate it or to support a claim.

Nothing in these terms limits our liability where the law does not allow it to be limited, including liability for death or personal injury caused by negligence. Where you are a consumer, your statutory rights are unaffected.

Supplies, products and equipment

We bring a standard set of professional cleaning products and equipment. You are welcome to ask us to use particular products, though we may decline anything we consider unsafe or unsuitable, or likely to cause damage or invalidate our insurance.

We do not provide bleach. It is a safety matter, and its use can invalidate our cover. If you want bleach used at your property you need to supply it yourself and accept the risk of doing so.

Products, equipment or consumables specific to your property and outside our standard provision may carry an extra charge. We agree that with you in writing in advance.

Guest consumables

Keeping a property stocked with guest consumables is an optional extra service, at your cost and by prior agreement: dishwasher tablets, laundry detergent capsules, bin liners, sponges and cloths, toilet paper, hand soap and other basics. They are charged separately from the changeover fee.

You are equally welcome to supply your own. Where you do and the stock runs out, we are not responsible for the shortage.

Reporting and maintenance

Our team may tell you about visible issues or damage they notice while cleaning. That is a courtesy, not an inspection. It is not an inventory check and not a maintenance assessment, so please do not read a quiet changeover as confirmation that nothing needs attention.

The condition, maintenance, repair and replacement of the property remain entirely your responsibility, including wear and tear and damage caused by guests.

We can help coordinate maintenance or minor remedial works if you would like us to. That is charged as a separate management fee plus the cost of the works, and we are not responsible for the execution, quality or outcome of a third party contractor's work.

A safe place to work

You are responsible for a safe and reasonable working environment at the property. Please make sure it is free from hazards, that nobody smokes inside during our visits, and that guests have vacated by the agreed time.

Our housekeepers may decline or stop a task they reasonably consider unsafe, unhygienic beyond the agreed scope, or not achievable in the time allocated. Where unsafe conditions prevent the work, we are not liable for the delay or for the part of the service we could not complete.

Feedback and complaints

If something is not right, please tell us within 48 hours of the service so we can put it right quickly. Email us at enquire@longstonecleaning.co.uk. Feedback when things go well is welcome too.

Photographs of our work

By engaging our services, clients grant LONGSTONE permission to take photographs of cleaned or staged areas of the property for marketing, portfolio and promotional purposes.

We take care that no identifying personal items appear in those images, that no address or other sensitive information is disclosed, and that the photographs focus on cleanliness and presentation. Our privacy policy sets out how we handle your information generally.

Changes to these terms

We may amend these terms from time to time. Where a change is significant, we will tell you about it.

These terms were last updated on 9 September 2026. LONGSTONE Cleaning & Co. Ltd is registered in England and Wales, company number 15422312. See our registered company details.