Terms of Service

Sun-Shine Cleaning Services (Incorporating ‘Sun-Shine Key Holding Services’) Terms of Service – Updated January 2022

Table of Contents

1 - Definitions
2 - Pre-Agreed Scope
3 - Charging Structure
4 - Payment for Services
5 - Service Requirements
6 - Non-Delivery of Service
7 - Service Disputes
8 - Damages
9 - Pets and Animals
10 - Verbal and Physical Assaults
11 - Holiday Rental Change-Over Cleaning
12 - Key Holding Services
13 - Airport Transfers
14 - Service Withdrawal
15 - Our Team Members
16 - Maintenance Services
17 - Force Majeure

‘Sun-Shine Cleaning Services’ and / or, ‘Sun-Shine Key Holding Services’ will provide the service as requested by the ‘Client’ in line with a pre-agreed scope. This document outlines the general ‘Terms and Conditions’ of the ‘Service’.

1. Definitions

1.‘Sun-Shine Cleaning Services’ shall mean Sun-Shine Cleaning Services and / or Sun-Shine Key Holding Services and will be referred to as the ‘Service Provider’
2.‘Client’ shall mean the person or business making the booking
3.‘Pre-agreed Scope’ shall mean the service being booked in line with the service outline
4.‘Late Payment’ shall mean outstanding financial balance(s)
5.‘Force Majeure’ shall mean any situation out of either the ‘Service Provider’s’ or ‘Client’s’ control

2. Pre-agreed Scope

The ‘Pre-agreed Scope’ shall mean the agreed scope of the booking. For example, if the ‘Client’ has booked a Holiday Rental cleaning service, ‘Sun-Shine Cleaning Services’ and / or ‘Sun-Shine Key Holding Services’ will therefore provide said service in line with the services outlined via the ‘Sun-Shine Cleaning Services or Sun-Shine Key Holding Services’ websites. Any additional services requested outside of the ‘Pre-agreed Scope’ booked will be charged as ‘extra’s’ and additional fee’s will be added.

Where 'Deep Clean Platinum' cleans are requested, an assessment will be made on the day of cleaning to determine if the cleaning service booked falls within the Deep Clean Platinum scope or should be deemed as an 'Industrial Clean' - the cleaner will inform the client should the actual service needed exceed that of a Deep Clean Platinum scope of works.

3. Charging Structure

‘Sun-Shine Cleaning Services’ and / or ‘Sun-Shine Key Holding Services’ will charge for the total agreed relating to the ‘Pre-agreed Scope’. All charges made are either per hour or on a set cost basis; ‘Sun-Shine Cleaning Services’ do not make ‘part hour’ charges. All prices quotes are subject to IVA at the current rate.

4. Payments for Services

A) Private Clients: All fee’s must be paid in full upon completion of the service. Should the customer not be present on the day of cleaning, payments must be made in advance of the cleaning service.

B) Commercial Clients: All invoices and/or payment links must be paid in full within 5 days of the invoice date or link issue date. ‘Sun-Shine Cleaning Services’ and / or ‘Sun-Shine Key Holding Services’ reserve the right to made addition charges for late payment. The ‘Late Payment Charges’ (LPC) will be at a rate of 12.0% every 7 (seven) days; ‘Late Payment Charges’ will be levied on a maximum of three occasions after which credit facilities will be withdrawn and appropriate action may be taken to recoup outstanding monies. Once three late payment charges have been issues, please refer to section 4D regarding pre-payments.

C) Holiday Rental Change-Over Clients: All invoices and/or payment links must be paid in full within 3 days of the invoice date or link issue date. ‘Sun-Shine Cleaning Services’ and / or ‘Sun-Shine Key Holding Services’ reserve the right to made addition charges for late payment. The ‘Late Payment Charges’ (LPC) will be at a rate of 12.0% every 7 (seven) days; ‘Late Payment Charges’ will be levied for a maximum of 6 (six) weeks prior to action being taken to recoup all outstanding monies and any additional costs incurred.

D) Pre-payments: Where clients have been issued a ‘Late Payment Charge’ on three occasions, any post service credit facility will be withdrawn and pre-payment for all services will be required.

Sun-Shine Cleaning Services reserve the right, only in extreme circumstances, to adjust prices on any of our services; written notice will be given prior to any adjustments being made.

Please also refer to Section 14.

5. Service Requirements

The ‘Client’ is responsible for ensuring basic requirements for cleaning are provided; these will include adequate lighting, a safe working environment and hot and cold running water.

6. Non-Delivery of Service

In the event the service cannot be delivered by ‘Sun-Shine Cleaning Services’ and / or ‘Sun-Shine Key Holding Services’, the ‘Service Provider’ will endeavour to inform the ‘‘Client’’ 48 hours prior to the booking. An addition date for delivery of the service(s) can be arranged and a 10% discount will be offered. Should ‘Sun-Shine Cleaning Services’ or ‘Sun-Shine Key Holding Services’ cancel the ‘Client’s booking with less than 47 hours’ notice, a re-arranged booking may be made for which ‘Sun-Shine Cleaning Services’ or ‘Sun-Shine Key Holding Services’ will offer a 25% discount to the ‘Client’.

In the event the ‘Client’ cancels, or changes the date of service, the following cancellation charges will be made.

Customer Cancellation Charges

5 days or more prior to delivery of the service(s) = No charge
4 to 3 days prior to delivery of the service(s) = 50% of invoice
2 days prior or less to delivery day of service(s) = 75% of invoice
On the day of delivery of the service(s) = 100% of invoice

7. Service Dispute

In the unlikely even the ‘Client’ finds reason for complaint, this should be raised to the management team within 24 hours of completion of service. Any complains raised after this period will not be considered. Complaints will be investigated, and feedback given upon conclusion of any investigation. Should the complaint be upheld, negotiations will be held with the ‘Client’ to reach an amicable conclusion.

8. Damages

All team members of both ‘Sun-Shine Cleaning Services’ and ‘Sun-Shine Key Holding Services’ take the utmost care when delivering our cleaning and key holding services, it’s a fact of life that occasionally accidents do happen, ‘Sun-Shine Cleaning Services’ and ‘Sun-Shine Key Holding Services’ will take no liability for any damages that may occur during the delivery of the service unless through acts of gross negligence i.e., wilful damage in which case, compensation at current market value will be made.

9. Pets and Animals

The client will be responsible for the health and safety and the well-being of any members of staff from ‘Sun-Shine Cleaning Services’ or ‘Sun-Shine Key Holding Services’ whilst carrying out duties on your property. Any pets or animals must always be kept under control. Any attacks of any kind on any staff members of ‘Sun-Shine Cleaning Services’ or ‘Sun-Shine Key Holding Services’ will be deemed as an offence and reported immediately to the relevant authorities. Compensation will be sought for any injuries or loss incurred as a result of any pet / animal attacks.

10. Verbal and Physical Assaults

Verbal and Physical assaults on any member of staff from ‘Sun-Shine Cleaning Services’ or ‘Sun-Shine Key Holding Services’ will not be tolerated under any circumstances. If our staff feel intimidated or threatened in any way, the service will cease, and the relevant authorities informed immediately.

11. Holiday Rentals Change-Over Cleaning Services

Sun-Shine Cleaning Services provide a first-class Holiday Rental cleaning service. To ensure we maintain our extremely high standard, clients are to ensure power (i.e., electricity) is provided along with access to hot water. Clients should ensure adequate bedding and towels etc. are provided to allow for a full change-over on the day of cleaning; Clients should take note of the terms detailed below.

A) Notice Period: a 5-day notice is required for all change-over cleaning services – we may be able to offer our services with shorter notice booking requests, but this is not guaranteed.

B) Guest Check In's and Guest Check Out’s: We allow a generous 45 minute additional waiting time for guests to arrive from the 'Guest Arrival Time' stated on the booking form you issued to us, after that time period has expired, and only if our staff are available to wait longer, which is no way guaranteed, an additional charge of 20.00€ per hour (or part of) plus IVA will be levied.

Where guests fail to depart the property at the check out time stated on the 'Booking Form', additional charges will apply due to extended cleaning hours being required t complete the cleaning process.

Alterations to guest check in times, which are shown on the booking form, will not be accepted on the day of check in - any alterations must be made a minimum of 24 hours prior to the arrival date.

Should our staff be booked elsewhere, they will leave the property after 45 mins from the stated time of arrival, Sun-Shine Cleaning Service take no responsibility for guests unable to gain access to the property due to late arrivals. Naturally, we will always do everything possible to assist where guests are extremely late, but we cannot guarantee our availability nor can we guarantee any further slots will be available on that day.

VITALY IMPORTANT - Our customers should ensure their guests are fully aware of this time window at the time the booking is made.

Please Note: On occasions where we have multiple ‘Check In’s’ at the same time, or that may overlap with each other, ‘Check In’s’ will be completed strictly in the order which they have been received by Sun-Shine Cleaning Services.

Check In / Check Out Charges are as follows;
Standard Hours: Between 06.00 - 20.00 = 30.00€
Evening Hours : Between 20.01 - 23.59 = 40.00€
Night Hours: Between 24.00 - 05.59 = 50.00€

C) Pets: Additional cleaning fees will apply for end of rentals cleans where the guests have been accompanied by a pet(s).

D) Payments for Services: Please refer to ‘Section 4’.

E) Laundry Service: All properties must provide a minimum of 2 full changes of bedding and towels - An 'A' set, and 'B' set as a minimum requirement. For example: 'A' set has been used by current guests, this set will be removed for laundry and 'B' set used in readiness for your next guest’s arrival, The 'A' set will be laundered and ready for the next change-over when ‘B’ set is then taken for laundry. Sun-Shine Cleaning Services will take no responsibility for any situations which may arise where inadequate numbers of bedding and/or towels are available at time of change-over cleaning thus not enough bedding and/or towels to make up the beds for incoming guests.

Soiled Laundry Items: All items are laundered in line with the label guidance - Although we try and remove all stubborn stains left on fabrics, Sun-Shine Cleaning Services will not be responsible where heavy stains cannot be removed, for example, curry stains, sun oil stains, tanning lotions, hair dyes, make-up etc.

E1) Laundry Fair Usage Policy: Additional charges will apply where excessive use of additional bedding and towels have been used by guests. As a guideline, each visiting guest should have access to 2 bath towels, one beach towel and a face towel per person.

F) Booking Alterations: Any changes to details on your booking form must be notified to Sun-Shine Cleaning Services using the 'Booking Amendments' tab on our website. Changes are only confirmed once you received an email back confirming these changes have been accepted.

12. Key Holding Services

Bronze Key Holding Package.

1 Property Inspection per month with time stamped photographs from the inspection.
Water flushing of your systems.
Property Security inspection.
Pest Inspections.
Water any plants and gardens as required.
Meter readings if required.
Empty mailbox – mail forwarding service is available if required.
Meet any contractors working at your property – an additional charge of 15.50€ per hour (min 2-hour charge will apply) will be made for this service.
‘Meet and Greets’ along with 'Guest Check-In's and Outs' for any visiting guests – See charges below;

Check In / Check Out Charges are as follows;
Standard Hours: Between 06.00 - 20.00 = 30.00€
Evening Hours : Between 20.01 - 23.59 = 40.00€
Night Hours: Between 24.00 - 05.59 = 50.00€

Silver Key Holding Package.

1 Property Inspections per month with time stamped photographs from the inspection.
Water flushing of your system.
Property Security inspection.
Meter readings if required.
Pest Inspections.
Water any plants and gardens as required.
Empty mailbox – mail forwarding service is available if required.
15% discount on our ‘Change-Over’ cleaning prices.
Meet any contractors working at your property – an additional charge of 15.50€ per hour (min 2-hour charge will apply) will be made for this service.
3 free 'standard hours' ‘Meet and Greets’ or 'Guest Check-In's and Outs' – After your free allocation have been used, charges will then apply - see below.

2 Property Inspections per month with time stamped photographs from the inspection.
Water flushing of your system.
Meter readings if required.
Property Security inspection.
Water any plants and gardens as required.
Empty mailbox – mail forwarding service is available if required.
25% discount on our ‘Change-Over’ cleaning prices
Meet and contractors working at your property – 8 attendances are included then an additional charge of 15.50€ per hour (min 2-hour charge will apply) will be made for this service.
8 free 'standard hours' ‘Meet and Greets’ or 'Guest Check-In's and Outs' – After your free allocation have been used, charges will then apply - see below.

Check In / Check Out Charges are as follows;
Standard Hours: Between 06.00 - 20.00 = 30.00€
Evening Hours : Between 20.01 - 23.59 = 40.00€
Night Hours: Between 24.00 - 05.59 = 50.00€

A 5 days’ notice period is required for all ‘meet and greets’ to guarantee our availability – shorter requests may be made but availability is not guaranteed.

Key holding visits are planned within the calendar month and not on a four week cycle.

13. Airport Transfer Requests

Using a 3rd party provider, Sun-Shine Cleaning Services can provide transfers to either Alicante or Mercia airports. Sun-Shine Cleaning Services take no responsibility for the service provided by this 3rd party nor any liability for lost luggage, break-downs, missed flights or any loss incurred. In the event incoming flights are delayed, this may limit our availability to provide the transfer service due to other booking commitments and/or driver hours; in which case, the incoming guests may have to use airport taxi services - BT Airport Transfer Services will not be liable for any additional transfer costs incurred by the incoming guests.

14. Service Withdrawal

In cases where Sun-Shine Cleaning Services and/or Sun-Shine Key Holding Services find difficulties in obtaining payments due from clients within the time periods details above; we retain the right to withdraw all services without notice. No refunds will be issued for any payments made should this be found to be a breech of contractual agreements with Sun-Shine Cleaning and/or Sun-Shine Key Holding Services, this will also include the suspension / cancellation of key holding agreements.

15. Our Team Members

Sun-Shine Cleaning Services invest a great deal of time and money with our team members, and we greatly appreciate all the hard work they do. There have been occasions when customers have approached our cleaners asking them to work directly with them thus cutting out Sun-Shine Cleaning Services. If this is found to have taken place, all services with that client will cease immediately and without any notice. Our Team members have a caveat in their contracts stating they cannot work directly for any clients, or previous clients for a period of 6 months.

16. Maintenance Services

Sun-Shine Cleaning Services offer a range of professional maintenance services. This service is provided by a third party and as such, any guarantees are given by the maintenance provider and not Sun-Shine Cleaning Services. Once a maintenance request form has been submitted, this goes directly to the provider.

17. Force Majeure

Should either the ‘Client’ or ‘Sun-Shine Cleaning Services’ and / or ‘Sun-Shine Key Holding Services’ need to cancel the service(s) due to an ‘Act of God’, no charges will be levied by either party; this may include Government restrictions. There will be no financial penalties, or financial reimbursements, incurred by either parties should the client, or service provider become unavailable due to sudden serious illness, incapacity or death.

This ‘Terms of Service’ document is non-exhaustive and subject to change without notice or consultation – Updated January 2022