Payment Terms

These terms explain how we price, invoice and take payment. They sit alongside our Terms of Service, and alongside the written service agreement for your property, which governs anything the two disagree about.

Pricing

We price per property, not per hour. The rate for a property is agreed in writing after we have seen it, and reflects its size, layout, and what preparing it actually involves.

If what a property needs changes materially — more bedrooms in use, a different standard, a change in how often it turns over — we will agree a revised rate with you in writing before it applies.

What is billed

We bill for work that has been completed. A job that was not finished is not invoiced.

Any additional charge outside the agreed rate appears as its own line on the invoice, with the reason written out, so you can see exactly what it is for. Discounts appear the same way, as their own line.

Invoicing

Our billing week runs Thursday to Wednesday. Each Thursday we issue one invoice per owner covering the work completed in the week just ended, listing the date of each cleaning, the property, the service, and the amount.

You can ask us for a statement covering any date range at any time.

When payment is due

Invoices are due on receipt. We allow a two-day grace periodafter the invoice is issued.

If an invoice is still unpaid after that, scheduled cleanings are suspended until the account is brought up to date. We will always tell you before that happens — nobody finds out because a property was not cleaned.

Accepted payment methods are set out in your service agreement.

Questions about an invoice

If something on an invoice looks wrong, tell us before it is paid and we will look into it. We would far rather correct an invoice than have you pay one you disagree with.

Cancellation and rescheduling

Cancel or move a cleaning with at least 24 hours’ notice and there is no charge.

Inside 24 hours, or if our cleaner arrives and cannot get into the property, the cleaning is charged in full. That is not a penalty — the slot was held for your property and the cleaner turned down other work to keep it, so somebody has to be paid for the day either way. We would rather tell you that plainly than surprise you with it.

A guest changing their stay is not a cancellation. When a booking moves or is cancelled, your calendar tells us and the cleaning moves with it, at no charge and with no notice required. You do not need to do anything.

Changes

We may update these terms. Changes do not apply retrospectively to work already carried out or to invoices already issued.

Contact

Luminous Host Solutions LLC
hello@luminoushostsolutions.com