Terms of service
Effective Date: 19/02/2026
These Terms of Service govern the provision of services by The Guest Prep Co. By requesting or confirming services with us via email, phone, WhatsApp or written communication, you agree to be bound by these terms.
If you do not agree with these Terms, you should not instruct us to provide services.
1. Business Information
The Guest Prep Company LTD
Registered Address: Office 17541
182-184 High Street North
East Ham
London
E6 2JA
Company Number: 16606663
Email: info@theguestprepco.com
Phone: 0330 122 4143
All correspondence regarding services should be directed to the above contact details.
2. Services
2.1 The Guest Prep Co. provides short-let and serviced accommodation turnover cleaning and laundry services.
2.2 We do not provide linen hire. All linen must be supplied by the Client.
2.3 For clients using our laundry service, a minimum of three (3) linen sets per bed is required:
• One set on beds
• One spare set at the property
• One set in the laundry cycle
Failure to provide sufficient linen may result in incomplete resets or delays.
2.4 Cleaning time is estimated based on the property details provided. If the property condition differs significantly from what was described, additional charges may apply.
3. Booking & Notice
3.1 A minimum of 24 hours’ notice is required for all bookings.
3.2 Bookings requested with less than 24 hours’ notice are subject to availability and incur a £20 late notice charge.
3.3 A booking is confirmed once acknowledged in writing by The Guest Prep Co.
3.4 If access cannot be gained at the scheduled time, the full cleaning fee remains payable.
4. Payments
4.1 An invoice will be issued after completion of each clean.
4.2 Payment is due within three (3) business days of the invoice date.
4.3 Payment must be made via bank transfer. Cash payments are not accepted.
4.4 Late payments may result in suspension of future bookings.
5. Client Responsibilities
5.1 The Client must ensure the property has:
• Running water
• Electricity
• Safe working conditions
5.2 A working mop and vacuum cleaner must be available on site.
5.3 The Client must provide accurate information regarding:
• Number of bedrooms
• Number of beds
• Property condition
If incorrect information is provided, pricing may be revised.
6. Laundry Service
6.1 Laundry service is provided for client-owned linen only.
6.2 Linen must be suitable for commercial laundering.
6.3 We are not responsible for:
• Pre-existing stains
• Fabric shrinkage
• Colour fading
• General wear and tear
6.4 Heavily stained or damaged linen may not be fully restored.
7. Cancellations
7.1 Cancellations made less than 24 hours before the scheduled clean will be charged at 100% of the agreed fee.
7.2 Repeated last-minute cancellations may result in termination of service.
8. Claims & Complaints
8.1 Any concerns must be reported within 24 hours of service completion.
8.2 The Client must allow The Guest Prep Co. the opportunity to rectify any issues before engaging a third party.
8.3 Refunds are not provided. Where appropriate, corrective cleaning will be arranged.
9. Liability
9.1 The Guest Prep Co. maintains appropriate public liability insurance.
9.2 We are not liable for:
• Pre-existing damage
• Wear and tear
• Faulty fixtures or fittings
• Unsecured valuables (cash, jewellery, artwork, antiques)
9.3 Any damage must be reported on the same day of service.
9.4 Liability is limited to the value of the service provided.
10. Termination
Either party may terminate ongoing services with reasonable written notice.