TERMS & CONDITIONS
The Guest Prep Co.
Effective Date: 16/06/26
These Terms of Service govern the provision of services by The Guest Prep Co. By requesting or confirming services with us via email, phone, WhatsApp or written communication, you agree to be bound by these terms. If you do not agree with these Terms, you should not instruct us to provide services.
1. Business Information
The Guest Prep Company Ltd
Registered Address: Office 17541, 182–184 High Street North, East Ham, London, E6 2JA
Company Number: 16606663
Email: info@theguestprepco.com
Phone: 0330 122 4143
All correspondence regarding services should be directed to the above contact details.
2. Services
2.1 The Guest Prep Co. provides services to short-let and serviced accommodation hosts, including turnover cleaning, linen hire, deep cleaning, consumables supply, and maintenance coordination. The specific services provided to you will be those set out in your agreed quote.
2.2 Turnover Cleaning. Turnover cleans prepare the property to a guest-ready standard between stays, as described in your quote and our service outline. Turnover cleans do not replace periodic deep cleaning for heavy build-up or detailing.
2.3 Linen Hire. Where linen hire is provided:
(a) All hired linen remains the property of The Guest Prep Co. at all times.
(b) Linen is provided on a per-turnover basis and replaced fresh at each clean, with sufficient stock kept in rotation to support back-to-back bookings.
(c) The standard hire period is up to 21 days per stay. Longer stays may be accommodated by arrangement as a rehire.
(d) Lost, stolen, or heavily damaged linen (beyond normal wear and tear) may be charged to the Client at replacement cost.
(e) While all care is taken, we cannot guarantee the complete removal of heavy staining, and we are not responsible for normal wear over time.
(f) On termination of service, all hired linen must be returned to The Guest Prep Co., or will be chargeable at replacement cost.
2.4 Deep Cleaning. Deep cleans are quoted separately based on the property's size and condition, and are confirmed following assessment of the property.
2.5 Consumables. Where consumables (such as toiletries or welcome packs) are provided, the contents and pricing will be confirmed in your quote. We may adjust the contents of consumable packs from time to time.
2.6 Maintenance. Our maintenance service covers handyperson-level jobs only (such as minor repairs, replacements, fittings, furniture assembly, and outdoor upkeep including grass cutting and jet washing). Specialist work, including gas, electrical, structural, or roofing and emergencies fall outside our service. We coordinate and oversee maintenance; we are not the tradesperson, and we are not liable for the quality, outcome, or warranty of work carried out by third-party contractors. All maintenance is quoted in advance and proceeds only once approved by the Client. We arrange work as promptly as possible but cannot guarantee contractor availability or timing.
2.7 Pricing & Property Details. Cleaning and service times are estimated based on the property details provided. If the property's size, layout, or condition differs significantly from what was described, pricing may be revised and additional charges may apply.
3. Booking & Notice
3.1 A minimum of 24 hours' notice is required for all bookings.
3.2 Bookings requested with less than 24 hours' notice are subject to availability and incur a £20 late-notice charge.
3.3 A booking is confirmed once acknowledged in writing by The Guest Prep Co.
3.4 If access cannot be gained at the scheduled time, the full service fee remains payable.
4. Payments
4.1 An invoice will be issued after completion of each clean.
4.2 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.
4.3 Payment must be made via bank transfer. Cash payments are not accepted.
4.4 Late payments may result in suspension of future bookings.
4.5 Charges for linen replacement, approved maintenance work, consumables, and any additional services will be included in or invoiced alongside the relevant clean.
5. Client Responsibilities
5.1 The Client must ensure the property has running water, electricity, and safe working conditions.
5.2 A working mop and vacuum cleaner must be available on site.
5.3 The Client must provide accurate information regarding the number of bedrooms, number of beds, bed sizes, and property condition. If incorrect information is provided, pricing may be revised.
5.4 Where linen hire is provided, the Client is responsible for the safekeeping of hired linen at the property between visits, and for its return on termination of service.
6. Cancellations
6.1 Cancellations made less than 24 hours before a scheduled service will be charged at 100% of the agreed fee.
6.2 Repeated last-minute cancellations may result in termination of service.
7. Claims & Complaints
7.1 Any concerns must be reported within 24 hours of service completion.
7.2 The Client must allow The Guest Prep Co. the opportunity to rectify any issues before engaging a third party.
7.3 Refunds are not provided. Where appropriate, corrective cleaning will be arranged.
8. Liability
8.1 The Guest Prep Co. maintains appropriate public liability insurance.
8.2 We are not liable for pre-existing damage, wear and tear, faulty fixtures or fittings, or unsecured valuables (including cash, jewellery, artwork, and antiques).
8.3 We are not liable for the quality or outcome of maintenance work carried out by third-party contractors.
8.4 Any damage alleged to have been caused by our service must be reported on the same day of service.
8.5 Save for liability that cannot be excluded by law (including death or personal injury caused by negligence), our total liability is limited to the value of the service provided.
9. Termination
Either party may terminate ongoing services with reasonable written notice. On termination, any hired linen must be returned to The Guest Prep Co. or will be chargeable at replacement cost, and any outstanding invoices remain payable.
10. Changes to These Terms
We may update these Terms from time to time. The version in effect at the time you instruct services will apply