Terms of Service

Detailed Schedule: Services will be performed according to the specific schedule, frequency, and task checklist agreed upon during your initial booking or consultation.

Property Access: The Client must provide safe, unobstructed access to the property at the scheduled time. This includes providing keys, alarm codes, or lockbox combinations where necessary.

Essential Utilities: The Client must ensure that the property has fully functioning running water, electricity, heating, and adequate lighting. If these utilities are unavailable, the clean cannot be completed, and the full booking fee will apply.

Exclusions: For safety and liability reasons, our staff do not provide heavy lifting or moving of furniture over 15kg, biohazard cleanup, mold remediation, or external window cleaning above ground floor level unless explicitly agreed in writing beforehand.

Payment Terms: Invoices will be issued upon completion of the service. All payments must be settled within 7 days of the invoice date via bank transfer (BACS) or our designated digital payment platform.

Late Payments: Late payments may incur a fixed administration fee of £15, plus statutory interest if a balance remains unpaid past 30 days.

Rate Reviews: Wild Glen Cleaning Co. reserves the right to review and adjust our service rates annually. Clients will be given at least 30 days’ written notice of any price adjustments.

Notice Period: We require a minimum of 48 hours’ notice for any cancellations or changes to your scheduled booking.

Late Cancellation Fee: Cancellations made with less than 48 hours’ notice will be charged at 50% of the scheduled service cost. Cancellations made with less than 24 hours’ notice will be charged at 100% of the service cost.

Lockouts: If our team arrives at the property and is unable to gain entry within 20 minutes of the scheduled time, this will be treated as a late cancellation and billed at 100% of the service fee.

Severe Weather: Due to our geographic location, safety is our priority. In the event of severe Highland winter weather, road closures, or Amber/Red weather warnings issued by the Met Office, Wild Glen Cleaning Co. reserves the right to reschedule services at no penalty to either party.

Remote Access & Travel: For properties located outside our standard service radius, a pre-agreed travel surcharge may apply. If unadopted roads, tracks, or driveways leading to the property become impassable for standard vehicles, the client must notify us in advance to arrange alternative logistics.

Turnaround Windows: For short-term rental changeovers, the Client must provide explicit check-in and check-out times. While we make every effort to accommodate tight turnaround windows (typically 10:00 AM to 4:00 PM), the Client must ensure guests vacate the property on time. If guests delay checkout, a waiting fee of £25 per hour may apply, or the scope of the clean may be reduced to meet the next check-in deadline.

Linen & Laundry Services:

• Client-Supplied Linen: If using the Client’s own linen, a minimum of three full sets must be kept at the property (one on the beds, one in the cupboard, one in the wash). We are not responsible for turnaround delays caused by an insufficient supply of clean linen.

• Off-Site Laundry: If Wild Glen Cleaning Co. manages off-site laundering, a per-bag or per-item fee will apply as outlined in your specific pricing schedule. We accept no liability for the natural wear, tear, or staining of linens over time.

Welcome Packs & Restocking: We will restock guest consumables (e.g., toiletries, tea, coffee, firewood) using either products supplied by the Client or sourced by us at a pre-agreed markup. It is the Client's responsibility to ensure inventory levels are maintained in storage areas.

Damage & Property Reporting: Our team acts as an extra set of eyes on your property. We will conduct a visual check during the changeover and report any obvious guest damage, smoking violations, or missing high-value items within 24 hours of the clean. However, Wild Glen Cleaning Co. is a cleaning service, not a property security firm, and cannot be held liable for undetected guest damage or theft.

Key Holding & Lockboxes: If we manage key pickup or lockbox codes, we agree to keep this information strictly confidential. We are not liable for property breaches resulting from faulty lockbox hardware or guests sharing codes with unauthorised third parties.

Emergency Maintenance Callouts: Should our cleaners discover an urgent issue requiring immediate attention (e.g., burst pipes, no heating during winter, or structural damage), we will attempt to contact the Client immediately. If the Client is unreachable and the issue threatens the integrity of the property, we reserve the right to call out local emergency tradespeople at the Client’s sole expense.

24-Hour Satisfaction Guarantee: We take pride in our work. If you are unsatisfied with any aspect of our service, you must notify us within 24 hours of completion. We will return to inspect and re-clean the disputed area free of charge. We do not offer cash refunds.

Pre-existing Conditions: Wild Glen Cleaning Co. is not liable for pre-existing damage, wear and tear, or defects in the property (e.g., loose fixtures, fragile items, or aged grout/sealants).

Accidental Damage: Our team is fully insured. In the rare event of accidental damage caused by our staff, it must be reported within 24 hours. Our liability is limited to the repair or replacement value of the item, up to the limits of our public liability insurance policy.

Safe Working Environment: We observe a strict zero-tolerance policy regarding abusive, disrespectful, or unsafe behavior towards our staff. Cleaners reserve the right to leave a property immediately if they feel unsafe or if the environment presents a health hazard.

Non-Solicitation: The Client agrees not to directly employ, hire, or engage any current or former staff member introduced by Wild Glen Cleaning Co. for independent cleaning services during the term of this contract and for a period of 12 months following its termination. Violation of this clause will incur a recruitment and finder’s fee of £1,500

Jurisdiction: This Agreement is governed by and construed in accordance with the laws of Scotland. Any disputes arising from these terms will be subject to the exclusive jurisdiction of the Scottish courts.