Terms & Conditions of Service

Effective 5 July 2026

Thank you for choosing S2F Property Services Ltd. We aim to make working with us simple: clear pricing, fast turnaround, and reports you can rely on. These terms set out how we work together so that both of us know where we stand from the outset. If anything here isn't clear, just ask — we're happy to talk it through.

1. Application of These Terms

  • These Terms & Conditions of Service apply to all bookings and services provided by S2F Property Services Ltd, and to all clients, unless a separate arrangement is in place as described below.
  • Where S2F Property Services Ltd has agreed separate or bespoke terms with a particular client — whether recorded in writing or established through an ongoing course of dealing — those separate terms apply to that client in place of these Terms.
  • These Terms are the standard terms on which we work with all new clients. Confirming a booking constitutes acceptance of these Terms, except where separate terms as described above apply.
  • We may issue updated versions of these Terms from time to time. The version in force at the date a booking is confirmed governs that booking.

2. Bookings & Confirmations

  • Placing a booking does not by itself confirm an order. We may email you for any further details we need to confirm the service. Replying with those details confirms the booking.
  • We ask for reasonable notice on all bookings so we can allocate a clerk. Bookings confirmed at short notice may be subject to the surcharges in clause 3.3.
  • Please upload any previous reports or inventories using the full property address including postcode as the file title (PDF preferred; no spaces in the filename where possible).
  • For cleaning bookings, we obtain a quotation from our contractors and send it to you for approval before arranging the service.

3. Invoicing & Payment

3.1 Standard Invoicing

  • Invoices are normally raised on the date the service is carried out.
  • Payment is due within 7 days of the invoice date, unless otherwise agreed in writing.
  • Cleaning invoices are paid in full before the clean takes place, unless otherwise agreed in writing.
  • If a property is found to be furnished or part-furnished but was booked as unfurnished, the applicable furnished rate is applied to the invoice.

3.2 Additional Rooms Beyond the Standard Specification

  • Our prices are based on standard property sizes, set out in our Property Specifications (published on our website and available on request). Each property size lists the rooms it is expected to contain.
  • Where a property is found on attendance to contain more rooms than the standard specification for its size — including additional bedrooms, reception rooms, bathrooms, en-suites, or separate WCs beyond those listed — an additional per-room charge may be applied to the invoice.
  • Wherever possible we agree any excess-room charge with you before the inspection. Our clerk records the actual room count on attendance, and this record is retained and provided on request in the event of any query.
  • You are responsible for ensuring the property details given at booking accurately reflect the property. This clause applies to Inventory, Checkout, and Mid-Term Inspection services.

3.3 Short-Notice Booking Surcharges

Short-notice bookings involve additional operational cost — urgent scheduling, clerk reallocation, and short-notice travel. Surcharges are based on the calendar day the booking is confirmed relative to the appointment date:

  • Day before — 20%. Confirmed the day before the appointment date: a surcharge of 20% of the agreed service fee.
  • Same day — 35%. Confirmed on the same calendar day as the appointment: a surcharge of 35% of the agreed service fee.
  • Surcharges appear as a separate line item on the invoice. Confirming a booking within these windows constitutes acceptance of the surcharge.
  • Where we cannot fulfil a short-notice booking due to clerk availability, no charge of any kind applies.

4. Travel & Key Collection

We operate a nationwide network of clerks and absorb standard travel to your properties as part of our service. A travel contribution only applies where keys are held at a branch and the clerk must collect and return them, and only where that creates an unusually long journey.

4.1 Standard Travel — No Charge

  • No travel charge applies to standard attendance at a property, regardless of distance. We absorb this as a cost of providing nationwide coverage.
  • A travel contribution only applies to branch key collection, as set out in 4.2.

4.2 Branch Key Collection — Travel Contribution

  • Where keys are held at a branch and our clerk must collect and return them, travel time is measured as the total journey the clerk drives — branch to property and back to branch, including any separate key-collection stop — using Google Maps at the time of booking.
  • The first hour of total journey time is free. Beyond one hour, a contribution of £5 applies for each further 15 minutes, or part thereof.
  • We confirm any travel contribution at the point of booking, so there are never surprises. Proceeding with the booking constitutes acceptance of the confirmed amount.
Travel contribution at a glance:
Total round-trip journey time Contribution
Up to 1 hour No charge
1h 01m – 1h 15m £5
1h 16m – 1h 30m £10
1h 31m – 1h 45m £15
1h 46m – 2h 00m £20

Journey time continues at £5 per further 15 minutes for longer trips.

4.3 Key Safe Access

  • Where a valid key safe code is provided and the keys are present, correct, and accessible at the property, no travel charge of any kind applies.

4.4 Key Safe — Keys Absent, Inaccessible, or Incorrect

  • Where a key safe is the confirmed access method but the clerk cannot gain access due to an error outside our control — the safe is empty, the code is wrong or unverified, the safe cannot be opened, or the keys inside are incorrect or do not fit — 100% of the agreed service fee applies, reflecting the full cost of the wasted attendance.
  • Please ensure key safe codes are current and verified, and keys are present and correct, before confirming this as the access method. Our clerk documents all attendance with photographs and/or video as standard.

5. Key Holding & Viewings

Where you ask us to hold keys for the purpose of conducting viewings, the following apply:

  • A key holding fee of £15 per week (or part thereof) applies from the date keys are received. The first week is charged upfront and is non-refundable once keys are received.
  • Holding keys does not guarantee clerk availability for any specific date or time. Each viewing is subject to our written confirmation of availability — please do not confirm a time with a prospective tenant until we have confirmed it to you.
  • Each confirmed viewing is charged at the agreed viewing rate on the date of attendance. Holding fees and viewing fees are separate; the holding fee is not credited against viewing fees.

5.1 Key Return by Post

  • Where keys are returned by post, a handling fee of £5 plus the actual postage cost applies. Recorded/tracked delivery is used as standard. Large or heavy key sets are charged at the actual cost of postage.
  • We accept no liability for keys lost or delayed in postal transit once dispatched via recorded delivery.

6. Cancellations & Aborted Visits

These charges exist so our clerks are fairly compensated for time and travel already committed. They are not penalties — they reflect real costs, and they rise as our ability to reallocate the clerk's time falls away.

6.1 Cancellation — Day Before

  • 25% of the agreed fee applies where a booking is cancelled the day before the scheduled appointment, once clerk confirmation details have been issued. This reflects scheduling and allocation costs already incurred.

6.2 Cancellation — Same Day, Before the Clerk Travels

  • 50% of the agreed fee applies where a booking is cancelled on the day of the appointment before the clerk has begun travelling. Same-day cancellations lose scheduled capacity that cannot be reallocated.

6.3 Cancellation or No Access — After the Clerk Has Travelled

  • 100% of the agreed fee applies where a booking is cancelled, or access cannot be gained, after the clerk has begun travelling to the property. Once the clerk is on the road, their time is committed and cannot be reallocated.

6.4 No Access — Keys or Access Details

  • 100% of the agreed fee applies where attendance is wasted because keys or access details provided are incorrect, incomplete, or unavailable. Where a verified replacement is provided the same day and the job is completed, an abort element plus the completed service fee applies.
  • Our clerks call ahead to confirm key availability before attending a branch, and log their attempts. Photographic and/or video evidence of any wasted attendance is retained and provided on request.

6.5 No Access — Tenant

  • 100% of the agreed fee applies where access cannot be gained due to a tenant issue — tenant not present, access refused, appointment missed, or similar — provided the appointment was arranged in advance and our clerk attended and attempted contact. Recovery of this cost from the tenant is the instructing party's responsibility.

6.6 Dispute Window

  • Any query about a cancellation, abort, or travel charge should be raised in writing within 7 days of the invoice date. Where evidence has been recorded by our clerk, it is provided on request.

7. Reports & Data Retention

  • Please download and store your reports promptly on receipt. We keep reports for a limited period only and cannot accept liability for reports deleted in the ordinary course after that period.
  • Current retention periods:
    • Inventory / Check-In Reports: approximately 18 months where no continuation reports are instructed.
    • Checkout Reports: approximately 6 months.
    • Mid-Term Inspection Reports: approximately 4 months.
    • Vacant Inspection Reports: approximately 2 months.
  • Reports and inspection data are handled in line with our Privacy Policy and applicable data-protection law.

Clients are responsible for downloading and storing all reports needed for future reference, deposit claims, legal proceedings, or compliance purposes before retention periods expire.

8. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising under or in connection with them.