TERMS & CONDITIONS
The Guest Prep Co.
Effective Date: 09/10/26
These Terms of Service (“Terms”) govern the provision of services by The Guest Prep Company Ltd (“we”, “us”, “our”, “the Company”) to the client (“you”, “the Client”). By requesting or confirming services with us via email, phone, WhatsApp or other written communication, you agree to be bound by these Terms. If you do not agree, you should not instruct us to provide services.
1. Business Information
The Guest Prep Company Ltd (Company No. 16606663). Registered address: Office 17541, 182–184 High Street North, East Ham, London, E6 2JA. Email: info@theguestprepco.com. Phone: 0330 122 4143. All correspondence regarding services should be directed to the above.
2. Definitions
2.1 “Services” means the turnover cleaning, linen hire, deep cleaning, consumables supply and maintenance services described in clause 3, as set out in your agreed quote.
2.2 “Turnover” means a single changeover clean of a property between guest stays.
2.3 “Linen” means the bed linen, towels and related items hired to you by us under our linen hire service, which remain our property at all times.
2.4 “Quote” means the written pricing and scope confirmed for your property or properties before work begins.
3. Services
3.1 We provide Services to short-let and serviced accommodation hosts and property managers. The specific Services provided to you are those set out in your agreed Quote.
3.2 Turnover cleaning prepares the property to a guest-ready standard between stays, as described in your Quote and our information sheet. Turnover cleans do not replace periodic deep cleaning for heavy build-up or detailing.
3.3 Where cleaning is provided using linen you supply, we will make up the beds with that linen. We do not launder linen that you own; the laundering of client-owned linen remains your responsibility. Freshly laundered linen is available through our linen hire service (clause 4).
3.4 Deep cleans are quoted separately based on the property’s size and condition, and confirmed following assessment of the property.
3.5 Where consumables (such as toiletries or welcome packs) are provided, their contents and pricing are confirmed in your Quote. Consumables are refreshed and charged each turnover to ensure guests receive fresh, sealed items. We may adjust the contents of consumable packs from time to time.
3.6 Our maintenance service covers handyperson-level jobs only. Specialist work; including gas, electrical, structural or roofing and emergencies fall outside our service. We coordinate and oversee third-party contractors but are not the tradesperson and are not liable for the quality, outcome or warranty of their work. All maintenance is quoted in advance and proceeds only once approved by you. Timing depends on the work and availability.
4. Linen Hire
4.1 All Linen remains the property of the Company at all times. Title does not pass to you.
4.2 Linen is provided on a per-turnover basis, with towels included in each bed set, and is charged per bed set actually used each turnover. Fresh Linen is supplied and used Linen collected at each clean.
4.3 The standard hire period is up to 21 days per stay. Linen not returned or collected within the hire period may be charged as a further hire period. Linen not returned within 60 days of supply may be charged at full replacement cost.
4.4 While Linen is at your property it is at your risk. You are responsible for its safekeeping, and lost, stolen or damaged Linen (beyond normal wear and tear) may be charged to you at replacement cost.
4.5 You must not launder or dry-clean our Linen elsewhere, modify it, or sublet, pledge or dispose of it.
4.6 While all care is taken, we cannot guarantee the complete removal of heavy staining, and we are not responsible for normal wear over time. Any issue with Linen on delivery (including pillows or duvets) should be reported within 24 hours of delivery.
4.7 Charges relating to Linen must be disputed in writing within 30 days of the relevant invoice, failing which they are deemed accepted.
4.8 On termination of Services, all Linen must be returned to us, or will be chargeable at replacement cost.
4.9 We are not liable for any allergic reaction to Linen. You should inspect Linen on receipt.
5. Quotes & Pricing
5.1 Cleaning and service times are estimated based on the property details you provide. If the property’s size, layout or condition differs significantly from what was described, pricing may be revised and additional charges may apply.
5.2 A full Quote is provided and confirmed in writing before any work begins. We may correct genuine errors in a Quote, price list or invoice.
5.3 We may change our prices on at least 14 days’ written notice.
6. Booking & Notice
6.1 A booking is confirmed once acknowledged in writing by us.
6.2 We require a minimum of 24 hours’ notice for all scheduled turnovers, including back-to-back turnovers.
6.3 Requests with less than 24 hours’ notice are subject to availability and incur a late-notice charge of £20
7. Payment
7.1 An invoice is issued after completion of each clean. Linen hire, consumables, approved maintenance and any additional services are invoiced alongside the relevant clean.
7.2 Payment is due within three (3) business days of the invoice date. Alternative payment terms may be agreed in writing for clients with multiple properties.
7.3 Payment must be made by bank transfer. Cash is not accepted.
7.4 We reserve the right to charge interest on overdue sums at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998, and to suspend Services while any invoice remains unpaid.
8. Client Responsibilities
8.1 You must ensure the property has running water, electricity and safe working conditions, and that a working mop, bucket and vacuum are available on site. We provide all cleaning products.
8.2 You must provide accurate information regarding the number of bedrooms, bathrooms, bed sizes and the property’s condition. If incorrect information is provided, pricing may be revised.
8.3 You are responsible for providing accurate and timely access details (such as lockbox codes or keys), and for the safekeeping and return of hired Linen between visits.
9. Access & Waiting Time
9.1 If the property cannot be accessed at the scheduled time, the full service fee remains payable.
9.2 Where our team is delayed by an access issue, reasonable waiting time may be charged.
10. Our Team & Subcontractors
10.1 Services may be carried out by our own staff or by vetted self-employed cleaners and subcontractors engaged by us. We remain responsible to you for the Services regardless of who performs them.
10.2 The same individual may not attend every visit.
11. Non-solicitation
11.1 During the term of your engagement with us, and for a period of 12 months afterwards, you shall not directly or indirectly engage, employ or solicit any cleaner, subcontractor, staff member or driver introduced to you by us, whether for your own benefit or that of a third party.
12. Cancellations
12.1 Cancellations made less than 24 hours before a scheduled service are charged at 100% of the agreed fee.
12.2 Repeated last-minute cancellations may result in discontinuation of Services.
13. Claims & Complaints
13.1 Any concern about a clean must be reported within 24 hours of completion. Any alleged damage must be reported on the same day as the service.
13.2 You must allow us a reasonable opportunity to rectify any issue before engaging a third party.
13.3 Refunds are not provided. Where appropriate, corrective cleaning will be arranged.
14. Health, Safety & Suitability
14.1 We may decline to carry out or complete a clean where the property is unsafe, where guests are still present, or where pests or hazardous conditions are found, until the issue is resolved.
14.2 Opened food and packaging may be discarded as part of a turnover; items the host provides for guests (such as condiments, sauces and spices, or clearly marked welcome items) will be left in place.
15. Liability
15.1 We will provide the Services with reasonable care and skill.
15.2 We are not liable for pre-existing damage, wear and tear, faulty fixtures or fittings, or unsecured valuables (including cash, jewellery, artwork and antiques).
15.3 We are not liable for the quality or outcome of maintenance or other work carried out by third parties.
15.4 Subject to clause 15.5, our total liability to you arising out of or in connection with the Services is limited to the total charges paid by you for the relevant Services in the twelve (12) months preceding the claim. We are not liable for loss of profit, loss of business, business interruption or any indirect or consequential loss.
15.5 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded by law.
16. Insurance
16.1 We hold public liability insurance. Evidence of cover is available on request.
17. Data Protection
17.1 We process personal data in accordance with our Privacy Policy and applicable UK data protection law. Our Privacy Policy is available at www.theguestprepco.com.
18. Force Majeure
18.1 We are not liable for any delay or failure to perform caused by events beyond our reasonable control, including severe weather, transport disruption, industrial action or other force majeure events. Where such an event continues for more than two months, either party may terminate on 14 days’ written notice.
19. Termination
19.1 Either party may terminate ongoing Services with reasonable written notice.
19.2 We may terminate immediately for material breach that is not remedied within 14 days, or on your insolvency.
19.3 On termination, any hired Linen must be returned to us or will be chargeable at replacement cost, and any outstanding invoices remain payable.
20. Assignment & Subcontracting
20.1 We may subcontract or delegate any of our obligations. You may not assign or transfer your rights under these Terms without our written consent.
21. General
21.1 These Terms constitute the entire agreement between you and us in relation to the Services and supersede any prior arrangements.
21.2 If any provision is found to be invalid or unenforceable, the remaining provisions continue in full force.
21.3 No delay or failure by us to enforce any provision is a waiver of our rights.
21.4 Notices may be given by email or post to the contact details last provided.
21.5 A person who is not a party to these Terms has no rights to enforce them.
22. Governing Law & Jurisdiction
22.1 These Terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
23. Changes to These Terms
23.1 We may update these Terms from time to time. The version in effect at the time you instruct Services will apply, and we will give reasonable notice of any material change to ongoing clients.