1. The Cleaning Service

IOWStays will provide cleaning services at the property or properties agreed with the Client. The scope of a standard clean is based on the property information, property type and cleaning requirements supplied to us.

The Client must provide accurate information about the property and anything likely to affect the work required. Additional services or work outside the agreed standard clean may incur additional charges.

2. Property Access

The Client is responsible for providing safe and timely access, including accurate key-safe, door-code or key collection information. If access cannot be obtained because information is incorrect or unavailable, the scheduled clean may still be chargeable.

3. Cleaning Dates and Times

We make reasonable efforts to meet scheduled cleaning times. Times may change because of previous jobs, traffic, access problems, emergencies, exceptional cleaning requirements or other circumstances outside our reasonable control.

4. Property Condition and Deep Cleans

Standard pricing assumes a property left in a condition reasonably consistent with normal use. Substantially additional work may be treated as a Deep Clean or additional cleaning time.

Where practicable, photographic evidence will support additional-cleaning requests. Additional authorised time will be charged at the applicable rate. Where immediate work is reasonably necessary for safety, hygiene or an imminent guest arrival, reasonable additional work may be carried out and reported as soon as practicable.

5. Client Responsibilities

The Client must ensure the property is safe to work in, required utilities are available, known hazards are disclosed, access instructions are accurate, occupants have vacated where necessary, and specialist surfaces or materials are identified in advance.

6. Damage, Breakages and Quality Concerns

Significant damage or breakage discovered or occurring during a clean should be reported and may be photographed. We will investigate reasonable allegations of damage caused by our team.

Quality concerns should be reported as soon as reasonably possible, preferably within 24 hours of completion, with photographs where appropriate. Where an agreed task was missed or inadequately completed, IOWStays should normally be given a reasonable opportunity to investigate and rectify it.

7. Payment and Pro Forma Period

Unless otherwise agreed, new external cleaning Clients operate on a Pro Forma basis for their first three cleaning jobs. Payment must be received before a Pro Forma job can be released for assignment and completion.

IOWStays may require a Client to remain on Pro Forma. Approved standard-account Clients may be invoiced when work is completed, using the payment terms and payment methods shown on the invoice. Account facilities may be withdrawn where invoices become overdue.

8. Prices and Additional Work

Prices are based on the property and service requirements recorded by IOWStays and may be reviewed periodically. Deep Cleans, excessive cleaning, specialist work and other services outside the standard clean may be charged separately.

9. Cancellations and Changes

More than 48 hours notice will normally carry no cancellation charge. With 24–48 hours notice, IOWStays reserves the right to charge up to 50% of the scheduled cleaning price. With less than 24 hours notice, or where access is not provided, IOWStays reserves the right to charge up to 100%. Exceptional circumstances may be considered at our discretion.

10. Cleaner Allocation and Safety

The Client purchases a cleaning service from IOWStays rather than the services of a particular individual. Cleaners and Cleaner Managers may be allocated or substituted as operationally necessary.

Work may be refused, stopped or postponed where there is a significant safety risk, including threatening behaviour, dangerous animals, hazardous substances, unsafe equipment, structural hazards or biological contamination.

11. Products, Pets and Valuables

Clients must disclose specialist cleaning requirements and animals that may be present. Animals must be secured where necessary. Cash, jewellery, important documents and other valuable or irreplaceable items should be secured.

12. Keys, Codes, Photographs and Data

Keys, access codes and security information will be used only for legitimate operational purposes. Photographs may be taken where reasonably necessary to document property condition, cleaning issues, damage, Deep Clean requests, maintenance concerns or disputes.

Personal information is processed for administering services, properties, cleaning teams, payments, invoices, enquiries and appropriate business records in accordance with applicable UK data-protection requirements.

13. Client Portal and Electronic Communications

IOWStays may provide a secure Client Portal for properties, job progress and invoices. The Client is responsible for protecting access links or credentials. Email may be used for operational messages, invoices, Pro Forma invoices and payment information.

14. Suspension and Termination

Either party may terminate an ongoing arrangement on reasonable notice. IOWStays may suspend or terminate immediately for serious safety concerns, abusive behaviour, persistent non-payment, repeated access failures or another material breach. Outstanding charges remain payable.

15. Liability and Events Outside Our Control

Nothing in these terms excludes or limits liability where doing so would be unlawful. Subject to applicable law, IOWStays is not responsible for indirect or consequential losses that could not reasonably have been anticipated when the service was agreed. The Client remains responsible for appropriate property, contents and business insurance.

IOWStays is not responsible for failure or delay caused by circumstances outside our reasonable control, including severe weather, road closures, transport disruption, utility failures or emergencies.

16. Changes, Complaints and Governing Law

Complaints should include enough information for a fair investigation. IOWStays may update these terms and will provide reasonable notice of material changes affecting an ongoing contract where appropriate.

These terms are governed by the laws of England and Wales and the courts of England and Wales have jurisdiction, subject to any mandatory rights that apply.