Iva Cleaning Services LTD, London
Registered in England & Wales, company number 05482711
VAT registration number 313 888 091
These Terms and Conditions (“Terms”) govern the provision of cleaning and linen services by Iva Cleaning Services LTD (“the Company”, “we”, “us”, or “our”) to property owners and managers (“Client”, “you”, or “your”) for Airbnb and short-term rental properties in London. By using our services, you agree to the following terms:
1.1. We offer professional cleaning and linen services for Airbnb and short-term rental properties, including:
1.2. All services will be performed according to the standards and scope agreed upon in your booking confirmation.
2.1. All bookings must be made at least 48 hours in advance. Last-minute bookings are subject to availability and may incur additional fees.
2.2. We strongly advise all our customers to send monthly bookings and dates in advance so we can accommodate requests accordingly.
2.3. Cancellations or changes to bookings must be made at least 24 hours before the scheduled service. Failure to do so may result in a cancellation fee of 50% of the service fee.
2.4. In the event of access issues (e.g., key not available or incorrect entry code), our team will attempt to contact you. If access is not granted within 30 minutes of the scheduled time, the service will be cancelled, and the full fee will be charged.
3.1. Service fees will be communicated via email when initially arranging and organizing the service and are subject to VAT at the prevailing rate. A copy of the pricing will be added to this contract.
3.1.1. A 1½ fee will be applied for services conducted on bank holidays or national holidays.
3.1.2. Iva Cleaning Services LTD is registered for VAT under registration number 313 888 091. VAT is charged at the standard rate of 20% on all services and optional extras unless stated otherwise. Where a price is quoted or displayed excluding VAT, this is stated clearly and VAT is calculated and added before the booking or invoice is confirmed.
3.2. Payment is due within 5 days of the invoice date and must be made only via bank transfer. Failure to pay on time may result in suspension of services and additional fees.
3.3. For additional services such as deep cleaning, end of tenancy cleaning, deep bathroom cleaning, etc., payment must be received upfront to guarantee the service. If, for any reason, we cannot provide the booked service, a full refund will be provided to the customer.
3.3. Additional Services: Iva Cleaning Services may organize the ordering and delivery of cleaning products, window cleaning services, deep cleaning, carpet, or upholstery cleaning as requested by the Client. These services will be quoted separately, and any fees incurred will be added to the Client's invoice.
3.4. Keynest Service Charges: If Iva Cleaning Services pays for Keynest services previously agreed upon with the Client, the Client is obligated to pay the charge, which will be added to the invoice alongside the service fees.
3.4.1. Optional key collection and/or drop-off services are available upon request and subject to an additional charge.
3.5. Overdue invoices will incur a 10% late payment fee for the period up to 30 days, and a 20% late payment fee for amounts overdue by more than 30 days.
3.6. Iva Cleaning Services LTD reserves the right to increase prices due to inflation and the rising cost of living. The customer will be informed via email at least 1 month prior to any price increases.
3.7. A valid contract must be signed electronically (e-signed) by the client before the service begins. This applies to both new and existing customers of Iva Cleaning Services LTD as part of their long-term partnership.
3.8. Iva Cleaning Services LTD reserves the right to engage debt collectors or court services to recover any outstanding debts from clients.
Linen is rented for a maximum period of 14 or 21 days, depending on the agreed rental period. At the end of this period, all rented linen must either be returned to or exchanged with the Company.
If rented linen remains outstanding beyond the agreed 14 or 21-day rental period, a re-hire charge will automatically apply and will be added to the Customer’s account.
It is the Customer’s responsibility to arrange the return or exchange of rented linen within the agreed rental period.
Re-hire charges will continue to apply for each additional rental period until the linen is returned, exchanged, or charged as lost/replacement linen.
Where rented linen is not returned or exchanged, the Company reserves the right to charge the Customer the full replacement cost of the outstanding items.
Payment of re-hire charges does not transfer ownership of the linen to the Customer. All rented linen remains the property of the Company unless the full replacement cost has been charged and paid.
4.3. Final Collection Charges: A final collection without a new delivery is subject to an additional collection charge.
4.4. Ownership of Linen: Linen items rented from the Company remain the property of Iva Cleaning Services LTD and must be returned in good condition. We work with a trusted company providing the linen to ensure quality and availability for our clients.
4.5. Prohibition of Washing: Absolutely no washing or ironing of the hired linen is permitted by the Client. Iva Cleaning Services DO NOT wash or iron customer linen, towels, etc., during the service. Any washing, ironing, or improper handling of the linen may cause damage. You will be held fully responsible for the replacement costs of any damaged linen resulting from these actions.
4.6. Booking Requirements: Linen orders must be placed by 3:00 PM on the previous day to guarantee availability and delivery. Same-day or last-minute orders are not guaranteed and are subject to availability and additional costs.
4.7. Delivery Delays: We will inform you in advance of any road closures or significant events in London that may affect our ability to deliver to your property. In such cases, delays may occur due to circumstances beyond our control. While we will make every effort to deliver on time, unforeseen delays may arise. We will do our best to organize deliveries and communicate promptly if any issues occur.
4.8. Client Responsibilities: If linen is not returned, the Client accepts full responsibility for covering the replacement costs. Please refer to the following link for the applicable charges: Replacement Charges.
4.9. Personal Items: We strongly advise customers NOT to use their personal linen and towels while renting linen from us. Please ensure all personal linen and towels are hidden or removed while working with us.
4.10. Changes to Orders: Any changes regarding linen, such as quantity, size, or other specifics, must be coordinated with Iva Cleaning Services LTD before the service or delivery.
4.11. Access Requirements: If the provided key information, lockbox, or Keynest code is incorrect, the Company reserves the right to cancel the service and charge the full amount. Please note that we will make every effort to contact you and resolve the issue while the cleaner or driver is present.
4.12. Minimum Charges: A minimum charge for linen delivery will apply to all orders. This will be communicated at the time of booking.
4.13. Final Collection Obligations: When the Client decides to cancel the contract with us, sell the property, or temporarily or permanently pause the service, they must return all hired linen and towels (both unused and used). Failure to do so will result in replacement fees as determined by our supplier.
5.1. The Client is responsible for ensuring access to the property and providing accurate information regarding entry, including the lockbox code, KeyNest shop address, and any safe place for the key (if applicable).
5.2. The property must be free from hazardous materials or conditions that may pose a risk to our staff.
5.3. The Client must inform us of where to dispose of rubbish after completing the clean.
5.4. The Client accepts the time recommended by Iva Cleaning Services LTD for the service; a minimum of 2.5 hours is required for cleaning services. Different-sized properties may require different preparation times, which will be discussed prior to the service.
5.5. The Client is responsible for providing cleaning materials, a good vacuum cleaner, and a mop. Iva Cleaning Services LTD is always happy to advise clients on what to purchase to achieve excellent results. A list of recommended cleaning materials will also be sent to the Client.
5.6. Our staff is not responsible for removing large rubbish items, such as building materials or cleaning building stains, during standard Airbnb cleaning services.
6.1. Limitation of Liability: We will not be held responsible for any indirect, incidental, or consequential damages that may arise from your use of our services. This means that if there are any unexpected or additional losses related to our service that are not directly caused by us, we are not liable for those.
6.2. Maximum Liability: In the event of a claim related to our services, our total liability will be limited to the total amount you paid for the specific service in question. For example, if you paid £100 for a cleaning service, the maximum amount we would be liable to pay you in the case of a claim would be £100.
6.3. Personal Items: We are not responsible for any loss or damage to personal belongings left in the property during our service. To ensure the safety of your valuables, we recommend securing or removing any valuable items before our staff arrives to clean.
6.4. Public Liability Insurance: Iva Cleaning Services LTD holds public liability insurance to protect both our clients and our staff in the event of unforeseen incidents during the provision of our services. This insurance covers damages or injuries that may occur as a result of our operations.
7.1. Reporting Complaints:
7.2. Resolution Process:
7.3. Mediation:
7.4. Legal Action:
8.1. Notice of Termination:
8.2. Immediate Termination:
8.3. Obligations Upon Termination:
9.1. Modification of Terms: We reserve the right to modify these Terms at any time. Any changes will be communicated to the Client in writing at least 30 days prior to taking effect.
9.2. Client Acknowledgment: Continued use of our services after changes signifies acceptance of the revised Terms. An e-signature will be required to confirm acceptance of any updated Terms.
10.1. Jurisdiction: These Terms are governed by the laws of England and Wales.
10.2. Dispute Resolution: Any disputes shall be resolved through mediation before litigation. If unresolved, legal proceedings may be initiated in the courts of England and Wales.
10.3. Compliance: Both parties agree to comply with applicable laws relevant to these Terms.
