URBAN CARE AIRBNB MANAGEMENT SERVICE - TERMS & CONDITIONS

1. SERVICE OVERVIEW
Urban Care provides comprehensive AirBnB property management and cleaning services designed to ensure your rental property maintains the highest standards between guest stays. Our service includes turnover cleaning, inspections, deep cleaning, linen management, inventory tracking, maintenance checks, and real-time updates to enhance guest experience.

2. SUBSCRIPTION PLANS & PRICING
Monthly Subscription Pricing (billed at same rate for 6-month and 12-month terms):
- 1 Room: R4,800/month (R28,800 for 6 months | R57,600 for 12 months)
- 2 Rooms: R7,500/month (R45,000 for 6 months | R90,000 for 12 months)
- 3 Rooms: R9,000/month (R54,000 for 6 months | R108,000 for 12 months)
- 4+ Rooms: R2,700 per room per month (calculated as rooms × R2,700)
  Example: 4 rooms = R10,800/month (R64,800 for 6 months | R129,600 for 12 months)
  Example: 5 rooms = R13,500/month (R81,000 for 6 months | R162,000 for 12 months)

TRANSPORTATION CHARGES
- First 5 km: FREE
- Additional distance: R10 per kilometer
- Charged monthly as part of the subscription
- Example: Property 12 km away = (12-5) × R10 = R70 monthly transportation fee

3. CORE SERVICES INCLUDED
a) TURNOVER CLEANING
   - Swift, hotel-level thorough cleaning between guest stays
   - Immediate readiness for next guest arrival
   - Inspection of property condition before and after cleaning

b) INSPECTION REPORTS
   - Detailed inspection for damages, missing items, or maintenance issues during turnovers
   - Documentation with photos when applicable
   - Alert system for urgent repairs or replacements needed

c) DEEP CLEANING
   - Professional deep cleaning performed twice monthly
   - Comprehensive cleaning of all surfaces, carpets, upholstery, and fixtures
   - Sanitization protocols maintained to industry standards

d) LINEN MANAGEMENT
   - Professional laundering of all linens (sheets, towels, pillows — provided by property owner)
   - Fresh linens guaranteed for every guest check-in
   - Stain removal and quality inspection before restocking

e) RESTOCKING CONSUMABLES
   - Replenishment of essential guest supplies including:
     * Toilet paper
     * Soap and hand sanitizer
     * Coffee and tea
     * Cleaning products for guest use
   - Restocking tailored to your guest volume and preferences

f) INVENTORY TRACKING
   - Real-time monitoring of stock levels
   - Proactive notifications when items require replenishment
   - Inventory reports provided monthly

g) INSTANT UPDATES
   - Photo documentation of property readiness before guest arrival
   - Real-time updates via email or integrated apps (Airbnb message, WhatsApp, etc.)
   - Confirmation to host that unit is guest-ready

h) MAINTENANCE CHECKS
   - Light bulb replacement
   - Battery replacement for remotes, smoke detectors, etc.
   - Appliance functionality checks (refrigerator, stove, microwave, dishwasher, washing machine)
   - Minor maintenance (no plumbing/electrical repairs — refer to licensed professionals)

i) GUEST EXPERIENCE ENHANCEMENTS
   - Welcoming messages or notes to guests
   - Small welcome gifts or amenities (subject to availability and seasonal offerings)
   - Setup of guest information packets with house rules and local recommendations

4. SERVICE FREQUENCY & SCHEDULING
- Turnover cleanings: Between every guest checkout and next check-in
- Deep cleaning: Twice per calendar month (scheduled in advance)
- Inspections: Performed with each turnover and during deep cleans
- Inventory checks: Weekly monitoring with monthly reports
- Maintenance checks: Performed during turnover and deep cleaning cycles
- Real-time updates: Within 1 hour of service completion

5. BILLING & PAYMENT
- Subscriptions are billed monthly with option to prepay for 6-month or 12-month terms
- Payment method: EFT transfer to Urban Care bank account
- Proof of payment (bank statement or EFT slip) required upon subscription sign-up
- Invoices issued monthly with itemized service summary
- Late payment may result in service suspension pending receipt of payment

6. SERVICE TERMS
- Minimum commitment: 1 month (month-to-month thereafter)
- Cancellation: 7 days' written notice required to discontinue service
- Changes to room count or service adjustments: Effective upon next billing cycle with notice
- Pricing reviewed annually; changes communicated 30 days in advance

7. PROPERTY ACCESS
- Host grants Urban Care team access to property during agreed service hours
- Access provided via key, lockbox, or property management system (Airbnb, etc.)
- Urban Care maintains strict confidentiality and professional conduct
- Team members undergo background verification prior to service commencement

8. EXCLUSIONS & LIMITATIONS
The following services are NOT included and require separate arrangement:
- Plumbing repairs or emergencies
- Electrical repairs or installations
- Major appliance repairs (covered under warranty or licensed technician)
- Pest control or extermination
- HVAC system maintenance
- Structural or foundation issues
- Major renovations or redecorating
- Carpet or upholstery replacement (cleaning only provided)

9. LIABILITY & DAMAGE CLAIMS
- Urban Care is responsible for accidental damage caused by our team during normal service performance
- Claims for damage must be reported within 48 hours with photographic evidence
- Host is responsible for pre-existing damage or damage caused by guests
- Urban Care carries standard commercial liability insurance
- Host is encouraged to maintain property insurance coverage

10. 100% SATISFACTION GUARANTEE
If you are unsatisfied with our service on any turnover or deep clean, contact us within 24 hours and we will re-clean the affected area(s) at no additional charge. This guarantee applies to cleanliness standards only and does not apply to guest complaints about missing personal items or pre-existing damage.

11. MODIFICATIONS & CANCELLATION
- Services may be modified in writing with 7 days' notice
- Full month's notice required to cancel subscription
- Upon cancellation, final invoicing will include any outstanding charges or credits
- Final deep cleaning and handover performed on final month of service

12. COMMUNICATION & CONTACT
- Primary contact via WhatsApp, email, or phone for urgent matters
- Response time: Within 2 hours during business hours (8 AM - 6 PM)
- Emergency out-of-hours support available for critical issues
- Monthly check-in calls to discuss performance and adjustments

13. CONFIDENTIALITY & PRIVACY
- Urban Care maintains strict confidentiality of guest and host information
- Photos and reports shared only with authorized property management team
- Guest personal information never shared without consent
- POPIA compliance maintained for all personal data

14. DISPUTE RESOLUTION
- Disputes resolved through direct communication between host and Urban Care management
- If unresolved, disputes referred to mediation before legal action
- Jurisdiction: South African courts apply

15. GENERAL TERMS
- These terms constitute the entire agreement between Urban Care and Host
- Any amendments must be made in writing and signed by both parties
- Failure to enforce any provision does not waive the right to enforce it later
- If any provision is found invalid, remaining provisions continue in effect

For more information or to discuss custom arrangements, contact Urban Care at:
Email: service@urbancare.co.za
Phone: +27 21 525 9902
Hours: Monday-Friday 8 AM - 7 PM, Saturday-Sunday 10 AM - 8 PM

Last Updated: February 24, 2026