Definitions:

1. Norfolk Holiday Home Services Ltd. Company number 10952717  (herein referred to as NHHS, we, us, our).

2. Changeover, means a departure clean and the associated laundering of bed linen and towels of a holiday rental property at the end of a guests stay before new guests arrive, usually the same day.

3. For the purposes of this agreement, the Client is referred to as the individual, business or representative acting as, or on behalf of the property owner.

Agreement:

4. By requesting NHHS to provide services by any means: telephone, text, email, website booking and or direct conversation the Client accepts that these Terms and Conditions are binding as an agreement.

5. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by NHHS.

6. The Client agrees that from the date NHHS provide a changeover/cleaning service and for a period of 6-months after the completion of the last changeover or clean, they will not solicit or entice either directly or indirectly, to employ any person who is or has been employed by NHHS. Any breach will result in a payment to us of £250 per incident.

Charges and Pricing:

7. NHHS requires a visit to the Client’s property to give an accurate cost estimate and or quote. 

8. Where a face-to-face visit and or walk-through has not been possible, any cost estimate and or quote given will be confirmed once a property visit has been carried out. NHHS reserve the right to revise the said if necessary.

9. NHHS do not charge per hour per staff member and the number of staff members attending the Client’s property may vary. Changeovers are on a set price and will not differ depending on duration or occupancy. 

10. Changeover visits cannot be scheduled for specific times, back-to-back changeovers will be done between the guest check-out time and guest check-in time, assumed 10am - 4pm unless otherwise advised and agreed in writing.

11. Should the Client’s changeover fall on a Sunday or a Bank Holiday, the Client agrees to the additional charges incurred. Laundry prices will remain the same.

12. Changeovers are usually done the same day the owner or their guests leave the property but can be put back to another day if it is not a back-to-back.

13. Unless otherwise expressly stated, all prices shall be exclusive of Value Added Tax (VAT).

14. NHHS will not commence provision of services until any paperwork that requires a signature has been signed by the Client and returned to us.

15. All cost estimates and or quotes offered by NHHS are deemed valid for a period of 7-days, after which time we reserve the right to revise the said.

16. NHHS reserves the right to amend any cost estimate and or quote given, should the Client’s original requirements change or due to any missing or incorrect information provided.

Departure and Changeover Cleaning:

17. Changeover dates are to be supplied to us via email by the Client or their letting agent in advance. 

18. All owner bookings are to be supplied to us via email by the Client in advance. NHHS will not be held responsible for any missed booking sent by text message.

19. NHHS requires that any property joining our changeover service has an initial set up clean. And then depending on property usage at least two deeper cleans per year, with one prior to the start of the key holiday letting season.

20. And then unless otherwise agreed a changeover is as follows, clean on departure of the Client or their guests stay, the interior of the property, this involves the usual day to day cleaning of bathrooms, bedrooms, sitting room and kitchen, including appliances, floor coverings and spot cleaning of interior windows/glazed doors accessible without a ladder.

21. Unless otherwise agreed, a changeover does not include oven deep cleans, cleaning exterior windows, balconies, terraces, patios, gardens, garages, sheds, summerhouses, outside furniture, barbecues and pet excrement removal. Those are considered extra services and charged separately. 

22. If the Client has chosen to supply their own consumables or sundries for their guests, but requires NHHS to replenish these items, the Client is responsible for keeping a stock in the property which is accessible without a ladder. If those items are not accessible or out of stock, unless otherwise instructed by the Client, we will assume that it is accepted that NHHS can supply these items and charge accordingly.

23. On a back-to-back changeover day we cannot accommodate requests for guests early check-in or late check-out.

24. If NHHS arrives at the property to commence a scheduled changeover and keys cannot be located in the key-safe, or access is not possible for other reasons, i.e, the guest has been advised another check-out time other than the agreed time, and or is refusing to leave until later. A charge may be applied equivalent to the time spent waiting for entry. If NHHS has to return at a later time, NHHS reserve the right to charge for any associated costs.

25. If a key is given to NHHS, they must open the lock without any special efforts or skills.

26. Working with or around contractors, and or other service providers or interference from any party, can require 2 times more time to complete the same work and NHHS reserve the right to amend any cost estimates and or quote and charge accordingly. Prior notice to NHHS should be given, where possible, if you have booked a contractor to be at the property at the same time as a NHHS scheduled changeover.

27. NHHS cannot remove and dispose of any overspill household waste and recycling left by guests If the outdoor bins at the property are already full.

28. Unless otherwise agreed, NHHS will not be responsible for the between each guest occupancy fire safety tests, checks and visual inspections applicable to short-term let accommodation.

29. If an area in the property is considered or has the potential to be considered a biohazard (e.g. vomit, blood or other bodily excretions) that area will not be cleaned by a housekeeper. Those are considered specialist cleaning and charged separately.

30. If a property has been vacant for at least a week or more, a maintenance clean will be undertaken prior to new arrivals, because there may be an accumulation of dust, cobwebs and dead flies etc. Unless otherwise instructed by the Client we will assume this is accepted and proceed.

31. If a property is subject to more than one week occupancy with no mid-stay clean, there will be an extra charge for the extra cleaning involved. If the linen and towels are hired from NHHS we will at the very minimum, hand a bag of fresh linen and towels to your guests and collect the dirty linen. In this case, the laundering charge plus the delivery charge will apply.

32. If the property has been left by the Client or guests in a much less clean condition than would normally and reasonably be expected and extra cleaning is involved there will be an extra charge.

33. For properties that allow pets NHHS require that the Client provide a suitable quality vacuum cleaner, as there may be a possibility of cross-contamination between properties. And there may be an extra charge for the extra cleaning required due to pet hair.

34. The Client will be charged for any other call-out or requests to attend the property for any other reason.

35. The term of the changeover agreement will begin from the date NHHS provides a changeover service and will remain in force and effect on a rolling basis with a one month notice period for either party.

Cancellations by Client’s:

36. We have to plan and allocate our staff to a booked changeover days in advance. Therefore, we require a minimum of 24hrs notice for any cancellation prior to the agreed changeover starting time. The cancellation must be made by email to be valid.

37. The Client agrees to pay NHHS 50% of the original fee of the booked changeover if we receive less than 24hrs notice.

38. This includes visits that have to be aborted by NHHS when we arrive at a property and there has been a guest no-show and or the Client has failed to inform us the property has not been used since our last clean.

Our Cleaning Guarantee:

39. Should a Client or their guest not be satisfied with a clean, NHHS will assess area of dissatisfaction and rectify any substandard area or item by re-cleaning, at an agreed time and day, providing the Client or their guests has not attempted to rectify themselves. Due to the nature of the service, NHHS must be notified within a 24hr period. Failure to do so will nullify any re-clean or action to rectify.

40. Where NHHS has been advised after 24hrs, we will assess and rectify at the sole discretion of NHHS. This could be at the next clean or if possible make other arrangements to do so, when possible.

41. NHHS cannot be responsible for any existing damage to the Clients property in the form of old stains, burns, spillages, hard water stains, limescale and black mould etc, which cannot be cleaned/removed completely by NHHS during the changeover using the industry standard cleaning methods. We cannot guarantee these items or areas in our clean.

42. If any contractors and or other service providers are in the property during the changeover process, or are still present in the property at the time of our completion. Or have visited the property within the 24hrs after the completion of the changeover. We cannot guarantee our clean.

Breakage/Accidents/Claims:

43. NHHS has insurance cover for accidental damages caused to items worked on by an NHHS member during each changeover. In the event that the NHHS member was unaware of any breakages or damage caused, the Client must notify NHHS within 24hrs of the changeover completion with details and images of the item/area in question for it to be considered.

44. The Client is responsible for securing or removing all fragile or easily breakable items from areas that need to be cleaned. Items excluded from any liability by NHHS are cash, jewellery, art works, antiques and items of sentimental value.

45. The Client agrees to advise NHHS in advance of any surfaces or furniture items that need to be cleaned using non-standard cleaning materials. No responsibility is undertaken for using same. NHHS charges for non-standard detergents and equipment.

46. Key replacement/locksmith fees are paid only if keys are lost by our staff. There is a £25 per location liability limit.

47. NHHS are not responsible or liable for any items left behind by the Client’s guests. If any items are left behind, there is no guarantee we can get it back to them, however if it is possible, a charge will apply for postage and packaging and any other costs involved in getting the item back to them.

Laundering of Client’s Own Linen:

48. Client’s that provide their own linen, agree to provide a linen stock inventory. At least 3 full sets of linen for every bed is required, also towels and kitchen cloths etc. NHHS will launder and charge separate. If laundry service only is required a delivery and collection charge apply.

49. Client’s own linen, towels, soft furnishings and mattress protectors must be labelled clearly, otherwise NHHS will not be liable for any loss. If the client requires NHHS to store any of their laundry off location this is at the Client’s risk.

50. Stain removal from bed and bath linen is not always possible, hence cannot be guaranteed. In these circumstances we won’t be able to offer a complimentary re-clean.

Specific to Hired Linen Agreements:

51. 52-week hire agreement. Charges are applied from when the items are delivered to the Client’s property and are per week for a period of 52-weeks. This weekly charge will be invoiced monthly in advance. The monthly hire charge will be the per week charge x 52/12. No reductions or refunds will be made after the commencement of the chargeable period. The usage (Laundering) charge is extra and per changeover for the items that have been used. Unused items will not be charged for - up to a maximum period of 4-weeks. If length of stay at the property is for 2-weeks, collection of used items and delivery of clean will be arranged mid-stay.

52. Pay-as-you-use hire agreement. (Laundering charges included) Period of hire up to a maximum of 2-weeks. Charges are for 1-weeks hire or per changeover, whichever comes first. If length of stay is 2-weeks we will arrange pickup and delivery mid-stay, or if the Client or their guests prefer to continue with the same items, the second week is half price. Unused hired items are not subject to refunds or deductions.

53. The Client will be charged the replacement cost for any loss or irreparable damaged caused to the items whilst they are with the Client or any third-party staying at the Client’s property. NHHS will invoice the Client based on the number and type of items as per the prices below:

Single sheet – £6, Double sheet – £7, King sheet – £8, Super king sheet - £9, Single duvet cover – £10, Double duvet cover – £13, King duvet cover – £16, Super king duvet £19, Pillow case – £4, Hand towel – £5, Bath towel – £8, Bath sheet - £11, Bath Mat – £5, Oven glove - £4.50.

54. Hired linen and towels are not to be removed from the property and are not to be laundered by anyone other than NHHS.

55. Hired items remain the property of NHHS at all times.

56. Client’s are advised to provide mattress and pillow protectors. These will be laundered by NHHS as required.

57.  If The Client wishes to terminate a hire agreement within the initial agreement term, The Client must to pay the outstanding balance for the remainder of the agreement.

Payment Policy:

58. We shall invoice either monthly or at the end of a service dependent on the agreed terms.

59. Unless otherwise agreed invoice will be delivered digitally to the Client’s email address with payment via BACS transfer. 

60. All prices are net without any discounts, deductions or set-off of any nature whatsoever allowed. All accounts are payable no later than 7-days from date or invoice unless otherwise agreed by NHHS in writing. Note that the payment terms are required whether you have signed off on the copy or not.

61. After the 7-day payment period has passed, NHHS reserves the right to suspend the provision of all services at any time until payment is received. 

62. Clients will be charged with all costs associated with recovery of outstanding fees including bank charges, interest, administration fees together with fees for debt recovery agencies and/or legal and court costs.

Governing Law:

63. NHHS and the Client, agree that the law applying to this agreement will be English law and that we agree that the jurisdiction of the English Courts shall apply in any dispute or claim arising out of this agreement.

If you are unsure about any point within these terms and conditions, please contact us for clarification on 01485 542246

To request a PDF copy please email: philip@nhhs.co.uk