Introduction
By engaging the services of Complete Holiday Home Services (the “Company”), you (the “Client”) agree to the following Terms of Service.
Please read these terms carefully.
All applicable fees are detailed in our official Price List.
Service Booking and Changes
Booking Confirmation: All cleaning bookings must be confirmed by the Company. Confirmation will be provided in writing via email or through our booking system.
Change Fee: Any changes made to a confirmed booking within seven days of the scheduled clean will incur a fee equivalent to our Call Out Fee. This fee covers administrative and coordination costs, including the reallocation of personnel at short notice. Cancellations within seven days are subject to charges outlined in the Cancellation Policy.
Late Notice Bookings: Bookings made with less than two working days’ notice will incur a one-off fee equivalent to our Call Out Fee, charged in line with our out-of-hours structure.
Linen Delivery Charges: Following your final clean, linen may either be collected by the Client or delivered by the Company for an additional charge. Linen delivered as part of a scheduled clean will not incur a delivery fee.
Service Responsibilities: Where the Company does not manage the property, responsibility for maintenance issues remains with the Client. Should capacity allow, the Company may undertake such work and will invoice accordingly.
Types of Services
Refresh Clean: Includes dusting of all surfaces, refreshing bathrooms (bleach and flush toilets), and removal of cobwebs. Recommended if the property has been vacant for more than two weeks. This service must be requested by the Client; it will not be scheduled automatically.
Change Over Clean: Our standard clean, including dusting all surfaces, cleaning the kitchen (including oven), bathrooms, internal windows (if required), vacuuming and mopping all floors, and changing bed linen.
Deep Clean: Our most comprehensive clean. Includes all elements of a Change Over Clean, plus moving heavy furniture to clean behind, cleaning walls and skirting boards, and cleaning appliances such as tumble dryers and dishwashers.
Minimum Service Duration: All cleaning services are subject to a minimum service duration of two (2) hours. Bookings that require less time will still be charged at the minimum two-hour rate. This ensures sufficient time is allocated to deliver our services to the Company’s professional standards.
Linen Pressing Disclaimer
Heat Damage Risk: Pressing linen may expose buttons, poppers, and zips to high heat, which can cause damage, weakening, or distortion.
Client Responsibility: Clients must ensure that any linen provided for pressing is suitable for heat treatment. We strongly recommend the use of metal poppers or buttons, which are more resistant to heat damage.
Laundry Bags: All laundry bags must be clearly labelled to ensure accurate identification and handling. Professional-grade laundry bags, designed for durability and ease of use, are available for purchase directly from Complete Holiday Home Services.
Alternative Option: To avoid risk, Clients may hire our professional linen service, designed to withstand pressing and laundering.
Limitation of Liability: The Company accepts no liability for damage to buttons, poppers, or zips resulting from the pressing process, unless the linen has been supplied directly by us as part of our professional linen hire service.
Drop Off & Collection Locations
Drop off and collection services are available at Bude, Holsworthy, Kilkhampton, and Morwenstow.
A service charge applies to all drop offs and collections at these locations.
Charges are detailed in our Price List.
Clients are responsible for ensuring linen or items are prepared for collection at the agreed time and location.
Property Management Services
Our property management service is tailored to the unique needs of each Client’s property, combining proactive care with a responsive emergency service.
Routine Property Inspections: Regular inspections will be carried out to monitor the condition of the property, identify potential issues, and ensure compliance with safety standards.
Repairs and Handyman Services: Minor repairs and general handyman tasks may be undertaken directly by the Company. Where specialist work is required, the Client will be informed, and costs will be invoiced accordingly.
Access to Qualified Tradespeople: The Company maintains a network of trusted and qualified tradespeople. Where necessary, we will arrange access to these professionals on behalf of the Client. All third-party costs will be invoiced to the Client.
24/7 Emergency Call-Outs: Emergency call-out services are available at all times. Standard and out-of-hours call-out fees apply, as detailed in the Price List.
Pre-Emptive Winter and Seasonal Checks: Seasonal checks will be undertaken to prepare the property for adverse weather conditions, including winterisation measures. These checks are designed to reduce the risk of damage and ensure guest comfort.
Client Responsibilities: Clients must provide the Company with appropriate access to the property for inspections, repairs, and emergency call-outs. Any restrictions or limitations must be communicated in advance.
Limitation of Liability: While the Company will exercise reasonable care in managing the property, liability for damage caused by unforeseen events, third-party contractors, or force majeure circumstances is excluded.
Call Out Fees
Standard Hours: Call-out services requested Monday to Friday between 9:00 AM and 5:00 PM will incur a standard call-out fee.
Outside Standard Hours: Services requested outside these hours, including weekends, will incur an out-of-hours call-out fee.
Payment Terms
Invoices: Invoices will be issued for all services rendered under these Terms. Payment is due upon receipt.
Late Payment Fee: A late payment fee will be applied every fourteen days that an invoice remains unpaid.
Methods of Payment: Payment must be made via bank transfer.
Waste Management Services
Rubbish Collection Service: Charged per bag; available year-round.
Bin Cleaning Service: Charged per bin.
Other Services: Additional waste-related services may be arranged upon request.
All rubbish must be placed in bin bags ready for collection. Additional charges apply for loose rubbish.
Cancellation Policy
Clients must provide at least seven days’ notice to cancel a scheduled service.
Cancellations made 7–4 days prior to service may incur a 50% charge.
Cancellations made 4–1 days prior to service may incur a 75% charge.
Cancellations made less than 24 hours prior to service will incur a 100% charge.
Access & Security
Clients must provide safe and reasonable access to the property for scheduled services.
The Company is not liable for delays, missed services, or additional costs arising from restricted access (including locked gates, missing keys, or alarm codes not provided).
Clients are responsible for ensuring that access arrangements are communicated clearly in advance.
Health & Safety
The Company reserves the right to refuse or suspend services if the property presents health or safety risks to staff, including hazardous materials, excessive waste, or unsafe environments.
Clients must ensure the property is maintained in a condition suitable for cleaning and management services.
Insurance & Liability
The Company maintains appropriate insurance coverage for its operations.
Liability for accidental damage caused during services is limited to the value of the service fee, unless gross negligence is proven.
The Company is not liable for damage caused by third-party contractors, unforeseen events, or force majeure circumstances.
Client Obligations
Clients must ensure the property is reasonably prepared for cleaning, including removal of personal items from beds if linen is to be changed.
Clients are responsible for notifying the Company of any fragile, high-value, or special-care items prior to service.
Failure to provide such information may limit the Company’s liability for resulting damage.
Force Majeure
The Company shall not be held liable for failure or delay in performing services due to circumstances beyond its reasonable control, including but not limited to extreme weather, power outages, pandemics, or other events of force majeure.
Data Protection & Privacy
The Company will handle all Client and guest information in accordance with UK GDPR and applicable privacy laws.
Personal data will only be used for the purposes of service delivery, administration, and communication.
Data will not be shared with third parties except where required by law or necessary to deliver contracted services.
Complaints & Dispute Resolution
Clients may raise concerns or complaints by contacting the Company directly. All complaints will be investigated promptly and fairly.
The Company will seek to resolve disputes through internal resolution procedures before escalation to legal proceedings.
Nothing in these Terms affects the Client’s statutory rights under UK law.
