Airbnb & Short-Let Cleaning Terms & Conditions

THE CLEAN THEORY

Airbnb & Short-Let Cleaning

Terms & Conditions

The Clean Theory Ltd · hello@thecleantheory.uk · Hertfordshire & London

1. These Terms

These Terms & Conditions govern Airbnb and short-let turnover cleaning bookings with The Clean Theory Ltd, trading as The Clean Theory ("we", "us"), whether booked as a one-off turnover or a recurring arrangement. You accept these Terms electronically as part of the booking process, and we keep a record of that acceptance.

2. Our Service

Our standard turnover clean includes dusting and polishing surfaces, kitchen and bathroom cleaning and sanitising, vacuuming, sweeping, mopping, bin changes, bed making, linen changes, general property presentation, restocking agreed host-provided consumables where applicable, and a final inspection.

Bed making and linen changes are included as standard. You (the host) are responsible for providing clean linen for us to use — we do not currently offer a linen supply or laundering service.

Pricing is fixed per turnover, based on the property details provided at booking, and set out in our current price list.

3. Requesting a Booking

A booking request tells us what you need — it is not a confirmed booking. We require a minimum of 2 days' notice wherever possible; shorter-notice turnovers may be accommodated at our discretion. All bookings are subject to availability. A booking is only confirmed once we have confirmed availability, received payment, and recorded your acceptance of these Terms.

4. Payment

4.1 Your first turnover clean. If this is your first booking with us, you do not pay in advance. Payment for your first turnover clean is due in full, by bank transfer to The Clean Theory Ltd's business bank account, on the day the clean is completed. Bank details and your payment reference will be provided when we confirm your booking.

4.2 Later bookings. For all bookings after your first turnover clean, payment is due in full, by bank transfer to The Clean Theory Ltd's business bank account, at the time of booking. Your booking is confirmed once payment has been received.

4.3 Unpaid first turnover cleans. If payment for your first turnover clean has not been received within 3 days of the clean, we will send you a reminder. We will not accept further bookings until the balance has been paid.

4.4 Charges on first turnover cleans. If a cancellation or no-access charge applies to a first turnover clean that has not been paid in advance, we will send you an invoice for that charge, payable by bank transfer within 7 days.

5. Your Right to Cancel

If you are booking as a consumer (for example, letting your own home occasionally, rather than as part of a business), you may have a statutory right to cancel within 14 days under the Consumer Contracts Regulations 2013, and the same early-service request and acknowledgement process described in our Domestic Cleaning Terms & Conditions will apply. If you are booking in the course of a business (for example, as a host operating multiple properties, a property manager, or a letting agent), this consumer right does not apply in the same way, and your booking is governed by the cancellation terms in Section 6.

6. Cancellations

• 48 hours or more before your appointment: no charge — full refund or free rescheduling.
• 24–48 hours before your appointment: we'll reschedule where possible; otherwise a cancellation charge of 25% of the booking price applies.
• Less than 24 hours before your appointment: a cancellation charge of 50% of the booking price applies.

We understand turnovers are often time-sensitive around guest check-in/check-out — please let us know about any changes to your calendar as early as you can, and we'll do our best to accommodate you.

7. Access

You are responsible for making sure we can access the property at the agreed time. The method doesn't matter to us — a key, lockbox, smart lock code, concierge, or any other reasonable arrangement is fine, as long as we can get in and out at the agreed time.

If we're unable to gain access, we will try to contact you and wait a reasonable period (normally around 15 minutes) where appropriate. If access still can't be arranged, the appointment will be treated as a failed/no-access appointment, and the cancellation charge in Section 6 will apply.

8. Property Condition

Our pricing assumes a standard post-guest-stay condition. If a property is left significantly more soiled than usual, we will, wherever reasonably possible, contact you before doing any additional work and agree a revised price with you first.

9. Damage and Missing Items

If we notice or cause any damage, or notice anything missing, we will photograph it and notify you as soon as reasonably practicable. Where we are responsible for accidental damage, this will be dealt with in accordance with our incident procedure and Public Liability insurance policy. Holding insurance does not mean every incident automatically results in a payout, and nothing here excludes any liability that cannot legally be excluded.

10. If We Can't Attend

The Clean Theory is currently operated by one person, with no other cleaners available at launch. If we become unable to attend a booked turnover, we will contact you as soon as reasonably practicable and offer to reschedule. If rescheduling isn't suitable given your guest timing, we will provide a full refund.

11. Complaints

If you're unhappy with a turnover, please contact us at hello@thecleantheory.uk as soon as possible — ideally before your next guest checks in, given how quickly the property's condition can change. We'll review the issue and offer an appropriate resolution, which may include a re-clean where timing allows, a partial refund, or a full refund in appropriate circumstances.

12. Your Information

Full details of how we handle your personal information are in our Privacy Notice, available at thecleantheory.uk/privacy, which forms part of these Terms.

13. Larger / Recurring Clients

If you manage multiple properties or need a standing arrangement with agreed pricing, frequency, and terms, ask us about our Recurring Cleaning Service Agreement, which sits alongside these Terms.

14. Contact

The Clean Theory Ltd, trading as The Clean Theory · hello@thecleantheory.uk · Covering Hertfordshire & London

Appendix — Model Cancellation Form

If you are a consumer with an applicable 14-day cancellation right (see Section 5), you may use this form to cancel your contract, though you don't have to use this specific form.

To: The Clean Theory Ltd, 46 Hedworth Avenue, Waltham Cross, Hertfordshire, EN8 8AP, hello@thecleantheory.uk

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:

Service: _______________________________ Ordered on: ____________________________ Customer name: _________________________ Customer address: _______________________ Booking reference: ______________________ Customer signature: _____________________ (only if this form is being sent on paper) Date: __________________________________

You do not have to use this form to cancel. You may cancel by emailing hello@thecleantheory.uk with a clear statement that you wish to cancel your contract.