Terms of Service

These Terms of Service ("Terms") govern your engagement with LOYALS Solutions LTD, a property services company based at 39-41 North Road, London N7 9DP, England ("LOYALS," "we," "us," or "our"). By booking any service through our website, telephone, or in person, or by using this website, you agree to be bound by these Terms. These Terms are in addition to any specific service agreements, quotations, or invoices issued to you.

LOYALS Solutions provides professional property services including Airbnb turnover cleaning, end of tenancy deep cleaning, Airbnb property management, and commercial cleaning services throughout London. All services are delivered under the supervision of our Director, Kris Nick, and our qualified team members. These Terms ensure transparency about how we operate, what you can expect from us, and what we require from you as our client.

If you do not agree to these Terms, you should not use our services. These Terms are governed by the laws of England and Wales, including the Consumer Rights Act 2015 and the Supply of Goods and Services Act 1982.

A cornerstone of LOYALS Solutions' service model is comprehensive documentation of all work delivered. Every service visit is recorded through timestamped photographic evidence, which is provided to clients following completion. These photos serve as a verifiable record that the service was completed to the standard specified in the agreed checklist, and provide clients with a clear reference point for quality and accountability.

Photographs are taken before, during, and after service delivery, with timestamps embedded in the metadata. This documentation protects both LOYALS Solutions and our clients by creating an objective record of the property condition and the work performed. Photos are provided via a secure digital delivery method specified at the time of booking and are retained by both LOYALS and the client for quality assurance purposes.

Every property receives a property-specific checklist that is agreed and finalised during onboarding. This checklist reflects the actual condition and requirements of the property in question, rather than a generic template. The checklist includes all areas to be cleaned, specific attention points, timing requirements, and any special instructions relevant to the property. By agreeing the checklist in advance, we ensure there is complete clarity about what will be delivered, eliminating scope creep or misunderstanding on either side.

For Airbnb properties, clients may also benefit from our guest feedback QR system, which allows guests to provide real-time feedback on the cleanliness and condition of the property via a simple QR code placed in the property. This feedback is tracked and helps us identify any service gaps, respond quickly to issues, and maintain the highest standards for your listing.

All documentation and photos are provided in accordance with UK data protection law (UK GDPR and the Data Protection Act 2018). Photos will not be published or used for marketing purposes without your explicit written consent, except where they form part of the contractual documentation for disputes or quality assurance.

For many of our services, particularly Airbnb management and regular property care, LOYALS Solutions requires secure access to client properties. This may involve holding keys, managing key safes, receiving keypad codes, or arranging access through property managers or guests. We take the security and confidentiality of property access extremely seriously.

By engaging LOYALS Solutions for services that require property access, you authorise us to hold and use keys or access credentials for the purpose of delivering the contracted services. All team members with access to property keys are fully DBS-checked, trained in security protocols, and required to sign confidentiality agreements. Keys and access credentials are stored securely in a locked, monitored facility at our office (39-41 North Road, London N7 9DP) or in a method agreed with you in writing.

We maintain detailed access logs showing when keys are issued, who accessed the property, and when keys were returned. These logs are available to clients upon request and are retained for the duration of our service relationship plus 12 months thereafter for audit purposes. If a key is lost or misplaced, we will notify you immediately and will coordinate with you on lock changes or additional security measures.

Key Holding Standards: All keys held by LOYALS Solutions are marked only with reference numbers, not with the property address or client name. Keys are stored in locked containers with restricted access. Only authorised LOYALS personnel have access to the key storage system. We conduct regular audits of all held keys to ensure security is maintained. In the event of a key security breach or loss, we will notify you within 24 hours and cooperate fully with any necessary lock changes or security upgrades.

You retain the right to revoke our access to your property at any time by providing written notice. Upon revocation, we will return all keys within 24 hours and will cease service delivery unless alternative access arrangements can be made. If you change locks or security systems, you must provide us with updated access credentials to maintain our ability to deliver the contracted services.

LOYALS Solutions understands that circumstances change and occasionally services may need to be postponed or cancelled. However, because we assign dedicated team members and plan our scheduling around confirmed bookings, we require adequate notice to manage cancellations fairly and efficiently.

Cancellation with 7+ Days' Notice: If you provide notice of cancellation at least 7 days before the scheduled service date, you may cancel or reschedule at no charge. We will reassign our team to other clients and will confirm the cancellation or rescheduled date in writing.

Cancellation with 3-6 Days' Notice: If you cancel or postpone a confirmed service between 3 and 6 days before the scheduled date, a cancellation fee of 50% of the contracted service fee will apply. This fee reflects the cost of team member allocation, materials preparation, and lost opportunity to serve other clients on that date.

Cancellation with Less than 48 Hours' Notice: If you cancel or postpone a confirmed service with less than 48 hours' notice, the full service fee will be payable. At this point, we are unable to reallocate our team and will have incurred significant costs in preparation for the service.

No-Show: If our team arrives at a scheduled service and the property is inaccessible, locked, or you have not provided promised access, this is treated as a no-show. The full service fee will be charged, and additional costs incurred (such as travel and team time) may be recoverable.

Postponement: Postponements (moving a service to a different date) are subject to the same notice requirements as cancellations. We will work with you to identify the next available slot for your service, though we cannot guarantee availability beyond 28 days ahead. Postponements made with 7+ days' notice will not incur additional fees.

Emergency Closure or Force Majeure: In the event of circumstances beyond our control (such as severe weather, transport disruption, or public emergency affecting London), we may need to postpone scheduled services. In such cases, we will notify you as soon as practicable and will reschedule the service to the next available date at no charge. See the Force Majeure section below for more details.

Cancellation fees may be waived at our sole discretion in circumstances of genuine hardship or emergency. Please contact nikol@loyal-solutions.uk if you wish to discuss your cancellation.

LOYALS Solutions stands behind the quality of every service we deliver. Our re-clean guarantee is a core part of our service promise and reflects our confidence in the standards we maintain. If, following completion of a service, you are not satisfied that the work meets the agreed checklist and standard, we will re-clean the property at no additional cost.

Making a Re-Clean Request: To invoke the re-clean guarantee, you must notify LOYALS Solutions within 48 hours of service completion by emailing nikol@loyal-solutions.uk or calling 07401 893 698. Please provide specific details about which areas or items do not meet the agreed standard and, where relevant, include photographs showing the issue.

Inspection and Assessment: Upon receiving a re-clean request, we will review the original checklist, examine the photographic evidence from the service completion, and assess your feedback. If your concerns fall within the agreed service scope and standard, we will schedule a re-clean visit within 5 working days at no charge.

What the Guarantee Covers: The re-clean guarantee covers any areas included in the agreed property-specific checklist that were not cleaned to the standard specified. This includes surfaces, fixtures, appliances, and areas explicitly listed in the checklist. The guarantee does not cover damage that occurs to the property after service completion, items not included in the original scope, or issues arising from guest or tenant use between the service visit and the re-clean request.

What the Guarantee Does Not Cover: The re-clean guarantee does not apply to complaints made more than 48 hours after service completion, or to issues that do not relate to the cleanliness or condition of the property as it was left by our team. If there are genuine items that require re-cleaning but fall outside the original agreed scope, we will provide a quotation for the additional work.

Disagreements About Standards: If there is disagreement between you and LOYALS about whether the service met the agreed standard, we will arrange a joint inspection with you and a manager from LOYALS. We will reference the original property-specific checklist and the timestamped photographs taken at completion. This joint inspection will be conducted at no cost and will form the basis of any dispute resolution.

Limit of Liability Under the Guarantee: The re-clean guarantee applies to the service fee only. It does not cover indirect losses, consequential damages, loss of income, or other damages beyond the value of the contracted service. If a re-clean is required due to circumstances beyond our control (such as subsidence, contamination from external sources, or structural issues), the guarantee may not apply; we will discuss this with you on a case-by-case basis.

While LOYALS Solutions takes every care to protect client properties and deliver services to the highest standard, we must set clear boundaries around liability to ensure fair and sustainable service. These limitations comply with the Consumer Rights Act 2015 and reflect industry-standard practice for professional service providers.

Loss or Damage to Property: You agree that property owners/managers assume responsibility for securing valuable items, important documents, and irreplaceable goods before LOYALS services commence. We will take reasonable care not to damage property during service delivery, but we cannot guarantee protection of items left in unsecured locations or items with existing damage or fragility. Damage caused by our negligence will be covered by our public liability insurance (see above). Damage to items pre-existing before our service visit, or damage that was not caused by our actions, remains the client's responsibility.

Pre-Existing Property Conditions: During service delivery, we may discover pre-existing property conditions such as damp, mould, pest infestation, structural issues, or damage not previously visible. We will notify you of such discoveries, but we cannot assume responsibility for resolving these issues as they are outside the scope of our cleaning services. You remain responsible for arranging appropriate remedial action with specialists where required.

Limitation of Liability: Subject to the limitations in the Consumer Rights Act 2015, our total liability under these Terms or any service agreement is limited to the amount you have paid us in the preceding 12 months. This means if a service fee was £500, our maximum liability for any claim is £500. This limitation does not apply to death, personal injury, fraud, or gross negligence.

Exclusion of Consequential Damages: LOYALS Solutions is not liable for loss of revenue, loss of income, loss of profit, loss of enjoyment, reputational damage, or any other indirect or consequential losses arising from service delivery. These types of losses, however significant, fall outside our liability. Our liability is limited to the direct loss arising from our failure to provide the contracted service.

Third-Party Actions: We are not responsible for actions, omissions, or damages caused by guests, tenants, co-occupants, pets, or other third parties who are not under our control. If damage occurs involving guests or others, this is a matter between the property owner and those parties.

Post-Service Damage: LOYALS Solutions' responsibility for property condition ends at the point of service completion, evidenced by timestamped photographs. Any damage, soiling, or deterioration that occurs after our service completion is the responsibility of the property owner. This is particularly important for Airbnb properties where guest actions may damage or soil the property after cleaning.

Consumer Rights Act Compliance: Nothing in these limitations removes your rights under the Consumer Rights Act 2015. If you are a consumer, you have statutory rights that cannot be excluded, including the right to services carried out with reasonable care and skill, and the right to pursue claims for breach of these statutory rights. These Terms operate in addition to, not in place of, your statutory protections.

LOYALS Solutions is committed to delivering excellent service and resolving any concerns quickly and professionally. If you are unhappy with any aspect of our service, we encourage you to raise your concern as soon as possible so that we can address it.

How to Complain: Complaints should be directed to nikol@loyal-solutions.uk or by calling 07401 893 698. Please provide details of the service, the date of delivery, specific areas of concern, and the outcome you are seeking (re-clean, refund, credit, etc.). If possible, include photographs showing the issue.

Initial Response: We will acknowledge receipt of your complaint within 24 hours of receiving it. Our customer service team will investigate the issue and will contact you with an initial response within 5 working days.

Investigation and Resolution: If the complaint relates to service quality, we will compare the property's post-service condition (as shown in timestamped photographs) against the agreed checklist. If we are at fault, we will immediately schedule a re-clean or offer a credit, as appropriate. If the issue is unclear or there is disagreement about whether the service met standards, we will arrange a joint inspection with you and a manager from LOYALS.

Escalation: If you are not satisfied with the initial response, you may escalate your complaint in writing to Kris Nick, Director, at kris.nick@loyal-solutions.uk. The Director will review the complaint and will respond with a final decision within 10 working days. The Director's decision will be binding unless you pursue further legal action.

Record Keeping: All complaints are logged and reviewed regularly to identify any patterns or systematic issues. We use complaints as feedback to improve our systems, training, and processes. We aim to resolve all complaints fairly and to learn from every issue raised.

Complaint Timeline: For the purposes of raising a complaint, you have up to 12 months from the date of service delivery. Complaints raised more than 12 months after service completion will not be considered unless there are exceptional circumstances.

These Terms of Service and all service agreements between you and LOYALS Solutions are governed by the laws of England and Wales. Both parties submit to the exclusive jurisdiction of the courts of England and Wales for any legal proceedings.

Applicable Legislation: Our services are governed by the following UK legislation: the Consumer Rights Act 2015, the Supply of Goods and Services Act 1982, the Business Names Act 1985, the Fraud Act 2006, the UK GDPR, and the Data Protection Act 2018. These laws set the legal framework for our relationship and ensure consumer protections.

Dispute Resolution: Before pursuing legal action, we encourage both parties to attempt to resolve disputes amicably. If you have a complaint or dispute, please follow the Complaints Procedure detailed above. If the complaints procedure does not resolve the matter, either party may pursue legal action through the courts of England and Wales.

Small Claims Procedure: For claims under £10,000 (or such higher threshold as applies), you may be eligible to use the Small Claims Procedure in the civil courts, which provides a faster and less formal route to resolution than standard court proceedings. LOYALS Solutions will cooperate with small claims procedures.

Mediation: Either party may propose mediation or alternative dispute resolution (ADR) as an alternative to court proceedings. If you wish to propose mediation, contact nikol@loyal-solutions.uk. We will consider reasonable requests for mediation.

Legal Representation: Both parties retain the right to legal representation in any dispute. Costs of legal representation are not recoverable except where specifically ordered by a court.

LOYALS Solutions reserves the right to amend these Terms of Service at any time. Changes may be made to reflect changes in law, industry practice, our business operations, or to clarify existing terms. Amendments may also be made to improve the clarity or fairness of these Terms.

Notification of Changes: If we make material changes to these Terms, we will notify affected clients by email at the address provided at booking. We will provide at least 30 days' notice before material changes take effect. Minor clarifications or amendments may be implemented immediately.

Your Right to Reject Changes: If you disagree with amended Terms, you may terminate your service agreement with LOYALS Solutions without penalty by notifying us in writing within 30 days of the amendment notice. Continuing to use our services after the amendment takes effect constitutes acceptance of the new Terms.

Version Control: These Terms are dated March 2026 and represent the current version. Any amended version will be posted on this page with an updated date. You are responsible for reviewing these Terms regularly to understand any changes that have been made.