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​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.
 
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

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.

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 for a maximum of 6 (six) weeks prior to action being taken to recoup all outstanding monies and any additional costs incurred.

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.

Pre-payments: Where clients have been issued a ‘Late Payment Charge’ on two occasions, the 3-day 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.
 
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.
 
Guest Check In's and Guest Check Out’s: We allow a generous 45 minute additional waiting time from the 'Estimated Arrival Time' and ‘Check-Out Times’ issued at time of booking for your guests arrival / departure, (this is stated on your booking form) 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. 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 not gaining 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. Clients should ensure their customers are fully aware of this at the time of booking.
​
Pets: Additional cleaning fees will apply for end of rentals cleans where the guests have been accompanied by a pet(s).
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Payments for Services: Please refer to ‘Section 4’.

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.

Booking Alterations: Any changes to details on your booking form must be notified to Sun-Shine Cleaning Services via email only at sunshinecleaning.es@gmail.com. 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.
  • 'Live' property inspection reports and property images delivered to you as they happen.
  • 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 – A charge of 30.00€ per visit will be made for this service between the hours of 6.00am to 8.00pm and 40.00€ at all other times.
 
Silver Key Holding Package.
  • 1 Property Inspections per month
  • 'Live' property inspection reports and property images delivered to you as they happen.
  • 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.
  • 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 the three free services have been used, a charge of 30.00€ per visit will be made for this service during our 'standard hours' (which are between the hours of 6.00am to 8.00pm), outside of 'standard hours', a charge of 40.00€ will be made.
  • 15% discount on our ‘Change-Over’ cleaning prices.
 
Gold Key Holding Package.
  • 2 Property Inspections per month
  • 'Live' property inspection reports and property images delivered to you as they happen.
  • 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.
  • 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 the eight free services have been used, a charge of 30.00€ per visit will be made for this service during our 'standard hours' (which are between the hours of 6.00am to 8.00pm), outside of 'standard hours', a charge of 40.00€ will be made.
  • 25% discount on our ‘Change-Over’ cleaning prices
 
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.

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.
 
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.

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. All works are guaranteed by the tradesman completing the works and not by Sun-Shine Cleaning Services. Payments for maintenance works will be invoiced separate from any cleaning and/or key holding services.

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