Airbnb Cleaning

Booking and Cancellation Policy

1. Cancellations, Access & Duration 48-Hour Notice: If you need to cancel or reschedule, please let us know at least 48 hours in advance. Requests made with less notice are non-refundable. Strict Access (11:00 AM - 3:00 PM): This service is designed for the standard turnover window. The client guarantees the property is vacant and accessible at the scheduled start time. Lock-Outs & Waiting Fees: If our team cannot enter (e.g., incorrect code, guest still inside), a waiting fee of £20 per operative/per hour applies. If access is not provided within 30 minutes, the booking will be cancelled and charged in full. 2. Man-Hours vs. Clock Time (Team Size) Team Deployment: To guarantee your property is ready for the 3:00PM check-in, Ohana allocates team sizes based on the property size (e.g., a 4-bedroom house is serviced by 3 cleaners). Duration: Quotes are based on “Man-Hours” (total labor), not “Clock Time”. Example: A 6-hour job serviced by 3 cleaners will be completed in 2 hours of the clock. 3. Mandatory Surcharges & Bathroom Allocation Weekend & Bank Holidays: A mandatory surcharge applies to bookings scheduled on Saturdays or Sunday (£20) and Bank Holidays (£30). Please ensure the relevant add-on is selected at checkout. Bathroom: Standard pricing includes cleaning of 1 Bathroom (for properties up to 3 beds) or 2 Bathrooms (for 4+ beds). Any additional bathrooms incur a £30 surcharge per room and must be added at booking to ensure we allocate sufficient time. 4. Linens, Laundry & Supplies No Laundry Service: We do not wash or dry linens on-site. We will strip beds and remake them using fresh linens provided by the client. Client Supplies: The host must ensure clean linens, towels, and restocking supplies (toilet paper, coffee, etc.) are left in an accessible location. 5. Payments, Exclusions & Liability Upfront Payment: Full payment is required to secure your booking. Exclusions: This service does not include cleaning biohazards, deep mould on silicone, or performing carpet steam cleaning unless booked as a separate specialist service. 24-Hour Reporting: Any issues should be reported in writing within 24 hours of completion. Unfortunately, issues raised after this period cannot be accepted. Liability: Ohana Cleaning Services is fully insured. Liability is limited to the repair or replacement value of the specific item affected. By completing your booking, you confirm your agreement to Ohana’s full Terms & Conditions.