How our services work

Property Supervision

Practical information

Cleaning & Laundry

Guarantee & Safety

Home Services

Holiday Periods

Limit of Service

No rental assistance

How our services work

Contract period

Our service concept offers three basic packages for you to choose from. You can read more about these here.

The agreement is valid for 12 months from the agreed start date. After this period, the contract can be automatically renewed if you wish to continue using our services.

If the agreement is terminated early, the remaining amount for the ongoing period will be charged. We always make an individual assessment and strive to find solutions that work for all parties involved.

Payment terms

As a customer, you pay for the services KeyClean has provided according to our current prices. Prices can be found on our website or are specified in the quote.

• 20-day payment terms

• Prices are stated inclusive of VAT for private customers

Invoicing

We only invoice our direct customers. Invoices cannot be issued to third parties, such as family members, friends, or guests.

Late payment

To ensure we can continue providing smooth and reliable service, we ask that invoices are paid on time. If an invoice is not paid by the due date, KeyClean reserves the right to temporarily pause upcoming services until payment has been received.

For minor delays, we always send a friendly reminder. If payment is still not received after reminders, reminder fees may apply, and we may need to review the arrangement of the service.

Other information

• We do not offer direct debit. Payments must be made manually according to the details on the invoice.

• If an incorrect amount is paid—whether overpayment or underpayment—we will contact you to make the necessary adjustment.

Business customer

• Payment terms: 30 days

• Prices are stated exclusive of VAT for business customers

• Minimum billing per assignment is 2 hours

Booking Terms

To ensure efficient planning and availability of our services, we kindly ask our customers to book well in advance, especially during the period May–September and around public holidays. KeyClean reserves the right to decline assignments that conflict with the company’s operational planning.

To enable us to plan our operations and resources in the best possible way, we accept bookings for the current quarter and the following quarter only.

This means that bookings can be made during the current quarter as well as the next quarter:

• Quarter 1 (January–March) → bookings available also for Quarter 2 (April–June)

• Quarter 2 (April–June) → bookings available also for Quarter 3 (July–September)

• Quarter 3 (July–September) → bookings available also for Quarter 4 (October–December)

• Quarter 4 (October–December) → bookings available also for Quarter 1 of the following year

Bookings outside these timeframes will open continuously as each new quarter begins.

Property Supervision

Supervision: Small & Standard

Small: Duration of 6 months
Standard: Duration of 12 months

• Supervisions are carried out at approximately four-week intervals. The number of supervisions may vary depending on needs and scheduling, and supervision is not performed while the property is in use. Additional tasks during supervision, such as moving furniture or similar, are charged as an extra service.

• If you would like a supervision at a specific time outside of our regular schedule—for example, to have the heating turned on for the season—this can be requested as an additional service and will be charged separately if it does not fit within our planning. We do our best to accommodate your requests, but as with all our services, we may sometimes be fully booked. If the assignment cannot be integrated into our overall schedule, we reserve the right to decline or charge for it. For more information, please refer to our booking terms.

• Urgent matters are handled in order of priority and availability, with a minimum charge of 2 hours. We always consult with you to determine whether the matter can be treated as urgent or scheduled in order, so that we can find the best solution together.

• Rescheduling a supervision may be approved in certain cases, but only if it fits within our schedule. The possibility of rescheduling is particularly limited during periods of high demand, such as major holidays like Easter, Midsummer, and the weeks around Christmas and New Year. For full terms, please refer to our booking terms.

• During holiday periods, a supervision may sometimes be moved one week earlier or later. We will inform you of any changes directly.

Supervision: Commuter package Flex

• The Commuter Package includes up to six supervisions per contract year. You book your supervision at least two weeks in advance and specify the week you prefer. Additional tasks during supervision—such as moving furniture or similar—are charged as an extra service.

• We strive to accommodate requests for a specific week whenever possible. During periods of high demand, such as major holidays like Easter, Midsummer, and Christmas, the supervision may need to be scheduled for a different week within the same month. To ensure that all customers receive their supervision, we reserve the right to adjust the scheduled week if necessary.

• The Commuter Package is primarily intended for scheduled assignments. If you need assistance with urgent matters—such as turning the heating or water on/off for the season, or ensuring that lights are working after a power outage—we can help. Urgent matters are handled in order of priority and availability, with a minimum charge of 2 hours. We always consult with you to determine whether the matter can be treated as an urgent household task or scheduled in order, so that we can find the best solution together.

• For supervision bookings made several months in advance under the Commuter Package, please note that these may need to be adjusted, for example during our holiday periods or due to other unforeseen events. If a rescheduling becomes necessary, we will contact you well in advance and do our best to find a new period that works for you.

• If there is a holiday break, the supervision may need to be moved one week earlier or later. We will notify you in advance of any changes. This applies to both the Standard and Commuter Packages.

Starting from October 21, 2025, we will only offer our Commuter Package within a 10 km radius of Torrevieja.

Single Supervision

A single supervision can be requested if you have one of our basic packages that includes Keyholding or one of our supervision packages. This supervision can be used, for example, to let in contractors or delivery personnel, or when you want us to check on your property.

Updated prices for a single supervision can be found under Additional Services.

Our scheduling is always carried out in accordance with our booking terms to ensure that the service can be performed in the best possible way.

Practical information

Key Management

KeyClean charges per service performed, such as opening and closing for contractors, as well as key handover and collection. If a contractor is working in your property, please inform us when the work is completed so that we can plan and schedule key collection efficiently.

For scheduled contractor visits, up to one hour of waiting time is included. If the contractor arrives within this time, no extra charge applies. If the contractor does not arrive within this hour, we only charge for the time we have actually waited. If our assignment requires us to stay with the contractor, this will be billed per hour started.

More information about costs can be found on our website under Additional Services.

Our scheduling is always carried out in accordance with our booking terms to ensure that the service can be performed in the best possible way.

We charge for our time

When you assign a task to us, billing begins when the task starts. Current rates can be found on our website under Additional Services.

Access Required for Smooth Service

To perform our services efficiently and flexibly, we need access to keys, any alarm fob, entry codes, or keycards for the area where the property is located.

This allows us to handle sudden rescheduling during the day without unnecessary obstacles. With proper access, we can work smoothly and ensure a reliable and sustainable service—for both you as a customer and for us.

Cleaning & Laundry

Cleaning

What is included in regular cleaning is detailed in the Cleaning section under Additional Services.

If the customer requests services beyond what is included in regular cleaning, these will be charged as general property services per hour started.

• If the customer simply indicates that “cleaning is requested,” we assume the order refers to regular cleaning.

• If you wish to order a deep cleaning, please contact us for a quote.

• Regular cleaning includes washing up to two loads of laundry, with a total maximum weight of 12 kg per cleaning session. For more information about what the service includes, see the section “Washing of Bed Linen and Towels.”

• For outdoor cleaning, such as window washing or cleaning terraces and balconies, we try to schedule the work as close to your arrival as possible to achieve the best results. However, weather conditions are beyond our control, and we cannot guarantee the outcome if affected by, for example, calima, strong winds, or other adverse weather after the cleaning has been completed. We do our best to ensure a good result but cannot take responsibility for weather-related impacts on the work performed.

• Hourly billing applies to outdoor services, move-out and post-construction cleaning. A minimum charge of two hours applies. Fixed pricing applies to basic cleaning for larger homes.

Please note that according to regulations in the Valencia/Murcia region, fines may be issued if waste is disposed of at incorrect times. If KeyClean receives such a fine in connection with the handling of your assignment, this cost will be passed on to you. We therefore encourage you to always follow local waste disposal regulations.

Our scheduling is always carried out in accordance with our booking terms to ensure that the service can be performed in the best possible way.

Washing of Bed Linen and Towels

Regular cleaning includes washing up to two loads of laundry, with a total maximum weight of 12 kg.

Laundry exceeding this, such as additional loads or a higher total weight, will be charged according to the current price list.

• Laundry cannot be ordered as a separate service and is only performed in conjunction with regular cleaning. Bed linen refers to sheets, duvet covers, and pillowcases.

Bedspreads, mattress covers, blankets, and decorative pillows are not considered bed linen and are therefore not included in regular cleaning. We do not offer ironing.

• Bed linen and towels should be placed in piles or in a basket by the washing machine if you wish for us to wash them. Wet towels can be left hanging to dry.

• The customer is responsible for removing bed linen from the beds before cleaning. If laundry is not properly placed, we will assume it is not to be washed.

• The customer is responsible for any pre-treatment of stains on the laundry to be washed.

• If a functioning washing machine is not available and the customer wishes us to do the laundry, a fee of €15 per machine will be charged (starting from the first machine).

Post-Construction Cleaning

We sometimes receive requests for post-construction cleaning after renovations. When placing an order, it is important that you clearly inform us of the tasks you wish us to perform.

• A minimum of 2 hours will always be charged.

• If the service is ordered by a company, prices are exclusive of VAT.

Please note that small amounts of dust may settle again after cleaning. Air purification and dust extraction are normally used during the construction project itself, and we are not responsible for dust that reappears after the cleaning.

Guarantee & Safety

Guarantee

We always strive to deliver a thorough and professional result based on what you have ordered. If you notice, for example, deficiencies in the cleaning, please contact us. We will then assess the issue and, if it falls within our responsibility, correct that specific error at no additional cost. The guarantee only covers the part of the work that was not performed correctly—not the entire cleaning.

For outdoor cleaning, such as window washing or terrace and balcony cleaning, we schedule the work as close to your arrival as possible. However, weather conditions are beyond our control, and we cannot provide guarantees regarding the weather. We are not responsible if, for example, calima, strong winds, or other adverse weather affects the result after cleaning has been completed.

The guarantee applies only to you as the customer (contracting party). Guests cannot invoke the guarantee, even if the property is rented out. This is because guests may have different expectations than what was actually ordered, making a fair assessment from our side difficult.

Cleaning before or after rental is covered by the guarantee only if you have a valid rental support agreement. This is stated in your contract if you have one. Please note that we no longer offer agreements with rental support.

Insurance

You are responsible for keeping your property insured.

KeyClean maintains liability insurance for work carried out in your home.

At KeyClean, we continuously review our safety procedures to protect our customers’ properties. This includes, among other measures, not labeling keys in a way that allows an unauthorized person to link them to a specific address. We always coordinate with you if a company, such as an insurance provider or construction firm, informs us that they will be visiting your property, in case you have not notified us beforehand.

Safety

KeyClean does not undertake tasks that could compromise personal safety or health. However, we can of course assist in directing you to the appropriate authority or service. Examples of such tasks include:

• • No replacement, installation, or handling of gas
  • No heavy lifting, such as appliances or large bookshelves
  • No climbing outside the building façade
  • No mediation of personal conflicts between customers and neighbors
    

Damages & Liability

We always treat your property with great care and respect. If damage occurs as a result of our work, KeyClean is primarily responsible for remedying the damage through repair, and secondarily through financial compensation equivalent to the value of the damage.

As a customer, you are responsible for informing us of any special conditions in the property that we need to take into account during our visit. This may include sensitive materials or surfaces that require specific cleaning products, as well as furnishings or equipment that are damaged, worn, or of lower quality, such as blinds or shutters that do not function properly.

Home Services

Home Deliveries

If you wish to order goods for home delivery, we can assist by meeting delivery personnel. (Please check with us first to see if this is possible.) Between May and September, as well as during holidays, it may be difficult to schedule this service due to high demand.

To enable us to assist, you need to:

• Confirm with us in advance
• Provide the supplier’s details
• Provide the delivery number
• Provide the carrier’s contact information
• Schedule the carrying in of items
• Indicate where the goods should be placed

We do not accept orders sent directly to our company, as we primarily work in the field and cannot receive deliveries. If a home delivery is requested, it will be arranged to be delivered directly to you.

Waste Management 

Unfortunately, KeyClean is unable to handle the removal of trash, garden waste, broken furniture, or similar items ourselves.

However, we can assist you in arranging removal by referring you to suitable companies and, if possible, helping with access during delivery.

When you assign us a task, billing begins per hour from the start of the assignment. Current hourly rates can be found on our website under Additional Services. (This also includes contacting various companies to obtain quotes for waste removal.)

Our scheduling is always carried out in accordance with our booking terms to ensure that the service can be performed in the best possible way.

Holiday Periods 

Availability

Our business operates on weekdays, but we always monitor incoming messages outside regular working hours. If an urgent matter arises, we do our best to respond as quickly as possible. Otherwise, we will get back to you on the next business day.

Outside regular hours

Assignments are normally not carried out during holidays or scheduled leave. If work is exceptionally performed during these periods, a minimum of double billing may apply. We always notify the customer in advance if this is the case. We therefore recommend planning any assignments well in advance so that we can find a solution together without extra costs.

• Easter (April 3–6, 2026)
• Swedish Midsummer Eve (June 19, 2026)
• December 24–26
• December 31 – January 1
• During weekend and Vacation periods
  

Vacation

Even we need time to rest in order to continue delivering high-quality work. For this reason, we do not accept any assignments during our vacation periods.

Upcoming Vacation Closures 2026/2027

• June 18–21, 2026

• October 1–7, 2026

• December 24, 2026 – January 3, 2027

Limits of Service

Force Majeure

If an event occurs that is beyond KeyClean’s control—such as fire, natural disaster, or any other unforeseen circumstance that prevents us from fulfilling our obligations—this shall be considered a release from the agreement for the duration of the event.

During a Force Majeure event, communication may also be limited. We will inform our customers as soon as possible through public channels, such as Instagram or Facebook.

Illness is normally not considered Force Majeure, but if it affects scheduled services, we will always notify our customers as soon as possible.

Micromanagement

We do not stay to supervise major work carried out by contractors (e.g., after a water leak or during renovations). As a rule, we do not interfere with the work being done—both out of respect for the builders and to avoid giving advice for which we are not qualified.

The same applies to insurance companies visiting to gather information about water damage or other claims.

Our role is to provide practical on-site assistance—not to take responsibility for or direct the work of contractors or insurance representatives, nor to make decisions on their behalf. Of course, we follow up if we notice something wrong or something that should be reported, but we cannot maintain ongoing communication about every step of the process, as this is not sustainable for us in terms of time.

Guidance - Contact Your Legal Representative

We sometimes receive requests for assistance with matters outside the scope of our services, such as contacting authorities, attending homeowners’ association meetings, paying private invoices, or collecting mail. Unfortunately, we do not perform these tasks.

For these types of matters, we recommend contacting your legal representative or another appropriate authority that can assist you.

No Rental Service

If you, as a current customer, plan to rent out your property, please note the following:

• We do not assist with key handover to tenants.
• If you choose to rent out your property without informing us, please carefully read the sections “Booking Terms” and “Guarantee & Safety” to understand the applicable rules.

If anything prevents our work from being carried out as planned, we will always contact you to find a suitable solution together. If we are unable to find a solution despite dialogue, we may need to review how we continue our cooperation.