Terms of Service

1. Introduction

These Terms govern all Airbnb and short-let turnover services provided by AblePro Cleaning Ltd (“AblePro”, “we”, “us”, “our”).

By booking, accepting a quotation or using our services, you agree to these Terms, which apply unless we’ve agreed alternative terms in writing. Nothing here removes any statutory right that cannot lawfully be excluded.

2. Our Services

Depending on your confirmed booking, services may include:

• Turnover cleaning and bed preparation
• Client-Managed Linen or AblePro Linen Management
• Guest essentials restocking
• Visual property checks, issue reporting and photographic verification
• Completion reporting and optional extras
• Emergency, same-day, Sunday or bank holiday turnovers (subject to availability)

Only what’s included in your confirmed booking is covered by the agreed price. Anything outside that scope may incur additional charges.

3. Booking Requests & Confirmation

An enquiry or online form submission is not a confirmed booking. Bookings are confirmed only once we send written confirmation (email, WhatsApp, SMS or booking platform), and are always subject to availability.

You’re responsible for giving us complete, accurate details — property size, dates, bedrooms/bathrooms, bed configuration, linen, access and any special instructions. We’re not liable for delays or extra work caused by inaccurate or incomplete information.

4. Online Bookings

Before accepting a booking, we may review availability, property details and scheduling, and may contact you for more information. Treat a booking as confirmed only once we’ve issued written confirmation.

5. Pricing & Additional Charges

Prices shown on our website or booking system are starting/standard prices. Final pricing depends on property size, layout, access, condition, turnaround time and any extras required.

Standard fixed-rate pricing assumes: accurate booking information, normal post-checkout condition, timely access, a sufficient turnover window, unchanged scope, and that any client-supplied linen or items are available as agreed.

If actual circumstances differ materially from what was disclosed, or requirements change, we may revise the price — and will tell you before undertaking substantial additional chargeable work wherever practicable.

5.1 Same-Day / Rush Turnover

Charge: +20% of Base Clean Rate, minimum £15

Applies to same-day or short-notice bookings requiring priority scheduling. Calculated on the Base Clean Rate before linen/extras. Subject to availability and written acceptance.

5.2 Sunday / Bank Holiday Premium

Charge: +15% of Base Clean Rate

Applies to Sundays and recognised bank holidays in England and Wales. If a bank holiday falls on a Sunday, only one premium applies.

5.3 Excessive Mess / Non-Standard Condition

Charge: £30 per cleaner, per hour

Applies where the property’s actual condition materially exceeds normal post-checkout standard — e.g. party debris, heavy staining, excessive pet hair, smoking residue. We’ll document the condition and notify you before undertaking substantial extra work where practicable. We may refuse or stop work presenting an unreasonable health or safety risk.

5.4 Guest Delay / Cleaner Waiting Time

Charge: £20 per 30 minutes (or part), after a 15-minute grace period

Applies where guest overstay, access problems or an unavailable representative delay the scheduled start. If the delay materially shortens the turnover window, we can’t guarantee completion before the next check-in, and may add staff, prioritise essential tasks, or reschedule.

5.5 Missing / Unavailable Host-Managed Linen

Charge: From £25

Where Client-Managed Linen is missing, insufficient or unsuitable and we’re asked to act, a handling charge from £25 applies. This doesn’t cover laundering, purchase/hire, delivery or emergency arrangements — these are charged separately where agreed. We’re not responsible for incomplete bed preparation caused by unavailable client linen.

5.6 Additional Cleaner / Additional Labour

Charge: £22 per additional cleaner, per hour

Applies where extra personnel are reasonably needed due to a shortened turnaround, scope change, inaccurate booking information, undisclosed rooms/facilities, or non-standard conditions. We’ll flag this before deploying extra staff wherever practicable, charged in 30-minute increments after the first hour. If we deploy extra staff purely for our own scheduling convenience, no extra charge applies.

5.7 Combining Charges

More than one charge can apply in the same booking (e.g. a same-day turnover on a bank holiday). Percentage premiums are calculated separately against the Base Clean Rate, not compounded. Where extra work isn’t authorised, we’ll keep to the originally confirmed scope where safe and practicable. Nothing here affects statutory consumer rights.

6. Payment

Payment is due as stated at booking or on the invoice. Online payments go through an authorised processor — we don’t store full card details. Where upfront payment is required, a booking isn’t fully secured until payment is received.

Approved recurring or commercial clients may have alternative invoicing arrangements in writing. We may suspend future services for overdue payment and reserve statutory rights on late commercial payments.

7. Cancellation & Rescheduling

Please give at least 24 hours’ notice to cancel or reschedule. With less notice, a reasonable charge of up to £50 may apply, reflecting costs already incurred (e.g. allocated staff, travel, committed linen) — it’s not automatically £50, and we’ll take reasonable steps to minimise any loss. Rescheduled bookings remain subject to availability. Statutory cancellation rights are unaffected.

8. Property Access & Failed Attendance

You’re responsible for ensuring we can lawfully and safely access the property at the agreed time, and that keys, codes or access instructions are accurate and current. Our staff will never force entry.

If access fails due to circumstances outside our reasonable control (missing keys, wrong codes, unavailable representative), we’ll try to contact you and resolve it. If access still can’t be obtained, the booking may be treated as a failed attendance, with a reasonable charge of up to £50 reflecting costs incurred — again, not automatic. Where the job can still proceed after a delay, Section 5.4 applies instead. Statutory rights are unaffected.

9. Guest Check-Out & Access Delays

You must provide accurate check-out/check-in times. Where a guest overstays or access is delayed for reasons outside our control, Section 5.4 may apply, and we may add staff, prioritise essential tasks, or reschedule. We can’t guarantee completion before the next check-in if the window is materially shortened by circumstances beyond our control.

10. Client Responsibilities

You’re responsible for:

• Accurate, complete booking information
• Safe, lawful and timely property access
• Disclosing known hazards or unusual property conditions
• Allowing sufficient time for the turnover
• Working electricity and running water
• Supplying agreed Client-Managed Linen and guest essentials
• Accurate parking information
• Securing pets and keeping access details current

You must not knowingly expose our personnel to unsafe or unlawful conditions.

11. Professional Turnover Cleaning

We carry out the confirmed service with reasonable care and skill. Standard turnover cleaning typically covers kitchen, bathroom, bedroom and living areas — dusting, vacuuming, mopping, bins, accessible glass, bed preparation and final guest-ready checks. Exact scope follows the confirmed booking.

12. Excessive Mess & Additional Cleaning

Standard pricing assumes normal post-checkout condition. Where the actual condition materially exceeds this, Section 5.3 applies, and we’ll seek approval before undertaking substantial extra work wherever practicable. We may refuse or stop work involving hazardous waste, sharps, serious contamination, dangerous chemicals, pest infestation or unsafe structural conditions.

13. Bed Preparation & Client-Managed Linen

Where Client-Managed Linen is selected, you must ensure sufficient clean, suitable linen and towels are available before the turnover. We’ll remove used linen (where included), make beds with available clean linen, and present towels as agreed. Standard bed preparation doesn’t include laundering unless AblePro Linen Management is selected. If suitable linen isn’t available, we’ll notify you where practicable and Section 5.5 may apply.

14. AblePro Linen Management

AblePro Linen Management is an optional paid service, separate from standard cleaning unless expressly included. It can cover collection, professional laundering, drying, pressing and folding, and return. Where combined with AblePro’s turnover cleaning service, it also includes bed preparation, and towel presentation. Pricing depends on bed size, linen volume, towel type and turnaround requirements.

14.1 Linen Turnaround Time

Standard laundry requires a minimum 48-hour turnaround from collection. You’re responsible for holding spare linen for any turnover falling within that window — this is a minimum operational timeframe, not a guaranteed return deadline. Turnaround may be affected by collection times, volume, weekends, bank holidays, staining or circumstances outside our reasonable control. Same-day or expedited linen processing is only available where expressly confirmed.

Where you don’t hold sufficient spare linen and this leaves linen unavailable at turnover, the Missing Linen Handling Fee (Section 5.5) applies.

15. Linen Condition, Damage & Loss

We handle linen with reasonable care but aren’t responsible for pre-existing stains, normal wear and tear, manufacturing defects, fading, reasonable shrinkage, or damage/loss that occurred before we received the linen. Heavily stained, damaged or missing items will be reported where identified. Special treatment or replacement may incur separately agreed charges.

16. Guest Essentials Restocking

Where selected, we’ll replenish host-supplied guest essentials. You’re responsible for supplying these items unless otherwise agreed — we’re not responsible for failing to restock items that were never made available, though we’ll report low stock where identified.

17. Property Inspection & Reporting

As part of the turnover, we conduct a visual check for damage, missing items, maintenance concerns, excessive mess, left-behind belongings and presentation issues. This is an operational visual check only — not a structural survey, inventory audit, or electrical, gas or plumbing inspection. We’re not responsible for hidden defects that couldn’t reasonably be identified during the turnover.

18. Maintenance Reporting

We may report visible issues like leaking taps, damaged furniture, broken appliances or blocked drains. We don’t carry out specialist repairs, that remains your responsibility via a qualified tradesperson.

19. Photographs & Verification

We may take photographs before, during or after a turnover for quality assurance, condition reporting, damage evidence and dispute investigation. These are handled per our Privacy Policy and UK data protection law, and won’t be used publicly for marketing without your permission.

20. Turnover Completion

A turnover is complete once confirmed services and final checks are done and the property is secured as per your instructions. Completion confirmation doesn’t guarantee no hidden maintenance, safety or structural issue exists.

21. Final Guest-Ready Checks

Before completing a turnover, we check: Clean, Linen, Essentials, Condition, Presentation. This is our internal quality-control process and doesn’t extend our warranty beyond the confirmed service scope.

22. Lost Property

Where belongings are found after checkout, we may photograph the item, leave it in a safe location, notify you and follow reasonable instructions. We don’t provide long-term storage unless agreed, and aren’t responsible for items never in our possession.

23. Property Damage

We exercise reasonable care throughout. If we cause accidental damage, notify us promptly with supporting details, we may investigate and request photos or access. We’re not responsible for pre-existing damage, normal wear and tear, defective fixtures, undisclosed fragile items, hidden defects, or damage caused by guests or other contractors. Nothing here excludes liability where unlawful to do so.

24. Service Concerns & Corrective Action

If you believe confirmed work wasn’t completed to standard, tell us as soon as possible, ideally within 24 hours with booking details, address, a description and photos where relevant. We’ll review and, if we agree, offer an appropriate remedy, which may include a corrective visit. Statutory remedies are unaffected.

25. Health & Safety

We may stop, postpone or refuse work presenting an unreasonable health or safety risk, e.g. suspected gas leaks, unsafe electrics, flooding, structural hazards, sharps, serious contamination, aggressive animals or threatening behaviour. In immediate danger, our staff may leave without completing the job. Reasonable charges may still apply where an unsafe condition wasn’t disclosed at booking.

26. Behaviour Towards AblePro Personnel

We have zero tolerance for abuse, threats, harassment, violence, discrimination or intimidation toward our staff or contractors, and may suspend or terminate services where this occurs.

27. Refusal, Suspension or Termination of Service

We may refuse, suspend or terminate services for: overdue payment, inability to access the property, materially inaccurate information, unsafe conditions, work outside confirmed scope, abusive behaviour, suspected unlawful activity, or where continuing would breach the law. We’ll explain the reason where reasonably possible.

28. Emergency, Same-Day & Rush Turnovers

These services depend on staff availability, location, access and the check-out/check-in window. A request doesn’t guarantee acceptance, only our written confirmation does. Section 5.1 applies where relevant, and we may quote additional staffing before accepting a materially shortened turnaround. We can’t guarantee every emergency request can be accommodated.

29. Sunday & Bank Holiday Services

Subject to availability; Section 5.2 applies. Where a bank holiday falls on a Sunday, the premium is charged once, not twice.

30. Additional Personnel & Shortened Turnaround

Staffing levels are our operational decision, based on property size, scope and scheduling. Extra charges under Section 5.6 apply only where triggered by client-side circumstances — not where we add staff purely for our own convenience. We’ll flag any chargeable staffing need before deployment where practicable.

31. Parking, Tolls & Access Costs

You must provide accurate parking/access information. Where unavoidable parking fees, congestion charges or tolls arise and weren’t included in the confirmed price, we may charge these where reasonably incurred, and will flag material additional costs where practicable.

32. Delays Outside AblePro’s Control

We’re not responsible for delays from circumstances beyond our reasonable control, guest overstays, incorrect access information, road closures, severe weather, utility failure, emergencies, government restrictions or client-requested changes. We’ll do what we reasonably can to minimise disruption and communicate material delays.

33. Force Majeure

We’re not liable for failure or delay from events beyond our reasonable control — severe weather, flood, fire, major utility outages, public-health emergencies, civil disturbance, industrial action, government action or major transport/telecoms disruption. We’ll communicate and discuss alternatives where possible.

34. Limitation of Liability

Nothing here excludes liability that cannot lawfully be excluded. Subject to law, we’re not responsible for indirect or unforeseeable business losses not directly caused by our breach. Consumer statutory rights, including the requirement to perform services with reasonable care and skill are unaffected. Business clients may have additional terms under a separate commercial agreement.

35. Client Business Losses

Where you engage us mainly for business purposes, we’re not liable (except where unlawful to exclude) for loss of profit, revenue, bookings, goodwill or indirect/consequential losses, unless a separate written commercial agreement says otherwise.

36. Privacy & Confidentiality

Personal information is handled per our Privacy Policy and UK data protection law. Our staff and contractors treat client, property and guest information confidentially, disclosing it only where necessary to deliver the service, authorised by you, required by law, or needed to establish or defend legal rights.

37. Intellectual Property

The AblePro name, branding, website content, processes, checklists and other proprietary materials remain the property of AblePro Cleaning Ltd. They may not be reproduced, distributed or commercially exploited without a written permission.

38. Website Information & Optional Extras

We keep our website and booking system reasonably accurate and current, but prices and service descriptions may change. Optional extras aren’t included in the Base Clean Rate unless expressly confirmed in your booking. For a confirmed booking, the agreed price and scope take precedence over general website information, unless you later request a material change.

39. Changes to These Terms

We may update these Terms to reflect changes in services, pricing, operations or legal requirements, and will publish updates on our website. Unless required by law, the Terms in force when a booking is confirmed govern that booking.

40. Severability

If any provision is found unlawful or unenforceable, the rest of these Terms remain in effect.

41. No Waiver

If we don’t immediately enforce a right under these Terms, that doesn’t mean we’ve waived it.

42. Entire Agreement

These Terms, together with the confirmed booking, any accepted quotation and agreed specifications, form the entire agreement for the service. Commercial or portfolio clients may have a separate signed Client Service Agreement that supplements or replaces parts of these Terms.

43. Third-Party Rights

Unless expressly stated, someone who isn’t a party to the agreement has no right to enforce these Terms.

44. Governing Law & Jurisdiction

These Terms are governed by the laws of England and Wales. Disputes fall under the jurisdiction of the courts of England and Wales, without removing any mandatory jurisdictional rights available to consumers.

45. Resolving Disputes

If a dispute arises, both parties should first make reasonable efforts to resolve it directly and in good faith. Provide booking details, property address, a clear explanation and supporting evidence. We’ll review and seek a reasonable resolution. Nothing here prevents either party from pursuing legal rights or appropriate dispute resolution.

46. Contact Us

AblePro Cleaning Ltd
Registered Office: C/O AACSL Accountants Limited, 1st Floor, North Westgate House, Harlow, Essex, United Kingdom, CM20 1YS
Email: info@ableprocleaning.co.uk | Tel: 0121 272 7077 | WhatsApp: 07587 701414
Website: ableprocleaning.co.uk

Acceptance of These Terms

By confirming a booking or proceeding with an AblePro Cleaning Ltd service, you confirm you’ve had access to these Terms and agree to be bound by them, subject to any statutory rights that cannot lawfully be excluded.