Welcome to KeyClean Torrevieja
Our aim with these terms is not to disclaim responsibility, but to create security and predictability for both parties. Our customers should always know what to expect from us and feel confident that we take full responsibility for the services we provide.
KeyClean reserves the right to adjust prices and to update or add information to our general terms and conditions. Such changes will not affect already agreed fixed prices (e.g., for Keyholding or Property Supervision packages) during your current contract period.
Thank you for taking the time to read through our terms!
If you have any questions or concerns, you are always welcome to contact us.
We are here to help!
How our services work
Contract period
Base packages:
Our service concept offers three basic packages for you to choose from. You can read more about these here.
Contract length:
The agreement is valid for 6 or 12 months, depending on the package you have selected, starting from the agreed commencement date. Before the agreement expires, we will contact you to ask if you would like to renew your agreement.
Early termination:
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.
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.
Invoice disputes:
If you notice something is incorrect on your invoice, or you do not approve it, please contact us before your payment term expires (20 days, see above).
Late payment
What applies:
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.
If payment is missed:
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
Prices are stated exclusive of VAT for business customers
Minimum billing per assignmentis from 60€.
Booking Terms
Advance planning:
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.
Booking window:
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:
Bookings outside these timeframes will open continuously as each new quarter begins.
Property Supervision
Contract Start
The property supervision package normally begins within 30 days of booking.
If you'd like a later start date (up to 3 months after booking), a one-time fee of €25 applies until the regular start date.
What we need from you
Please read the section Practical Information – Billing & Access - Access required for smooth service
Supervision:
Small & Standard
Small: 6 months
Standard: 12 months
Frequency:
Visits are carried out at roughly four-week intervals. The number of visits during the period may vary depending on need and scheduling, and no visit is carried out while the property is in use.
Extra tasks:
Anything beyond the visit itself – e.g. bringing in furniture, sweeping leaves, or similar – is billed as an additional tasks
Visit at a specific time:
If you need a visit at a specific time that isn't part of our regular schedule (e.g. turning on the heating before the season), this can be booked as an additional service.
We do our best to accommodate requests, but may be fully booked at times.
If a job can't be fitted into our overall schedule, we reserve the right to decline it or bill it separately.
See our booking terms for full details.
Urgent matter:
Urgent matters are handled according to their priority and our availability. A minimum charge of €60 applies to urgent matters.
We will always check with you before starting any work to determine whether the matter needs to be handled urgently or can be addressed in the regular order.
Rescheduling:
Rescheduling may be approved in certain cases, provided it can be accommodated within our schedule.
If approved, the visit can normally be moved 1–2 weeks earlier or laterthan the original booking.
To increase the likelihood of accommodating your request, we recommend notifying us as early as possible.
Availability for rescheduling is particularly limited during public holidays, peak season, and vacation periods.
Please refer to our booking terms and conditions for complete information.
Holiday periods:
A visit may be moved up to one week earlier or later. We will notify you in advance.
Supervision:
Commuter package Flex
Included:
Up to 6 visits per contract year.
Booking:
You book your visit at least 2 weeks in advance and specify the month you would like to use the service.
You are welcome to request a specific week, but please note that the week cannot be guaranteed and is subject to availability.
Requested week:
We aim to accommodate requests for a specific week. During high-demand periods (Vacation, Easter, Midsummer, Christmas) or vacation periods, the visit may need to be moved to a different week within the same month.
Extra tasks:
Anything beyond the visit itself – e.g. bringing in furniture, sweeping leaves, or similar – is billed as an additional tasks.
Urgent matter:
The Commuter Package is primarily intended for planned visits, but we can also assist with urgent matters – for example, turning heating or water on or off for the season, or checking that lights are working after a power outage.
A minimum charge of €60 applies to urgent matters.
Urgent matters are handled according to their priority and our availability.
We will always check with you before starting any work to determine whether the matter needs to be handled urgently or can be addressed in the regular order.
Bookings made far in advance:
Bookings made several months ahead may need to be adjusted, for example due to our holiday periods or unforeseen events. If rescheduling is necessary, we'll contact you in good time and find a new slot together.
Holiday periods:
A visit may be moved up to one week earlier or later. We will notify you in advance.
Geographic coverage:
As of 21 October 2025, the Commuter Package is only offered within a 10 km radius of Torrevieja.
Single Supervision
A simple visit can be booked as an add-on if you already have one of our base packages that includes Keyholding, or one of our property watch packages. Used, for example, to let in tradespeople or deliveries, or whenever you just want us to check on the property.
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
Pricing:
KeyClean charges per service performed, such as opening and closing for contractors, as well as key handover and collection.
Guests:
We do not hand over keys to guests.
When work is completed:
If a contractor is working at your property, please let us know once the work is finished, so we can plan and schedule key collection efficiently.
Waiting time:
For scheduled contractor visits, up to one hour of waiting time is included at no extra charge.
Pricing details:
Full cost information is available on our website under Additional Services.
Our scheduling always follows our booking terms, to ensure the service can be carried out as effectively as possible.
Billing & Access
We charge for our time:
Once you give us an assignment, billing begins as soon as the work starts. Current rates can be found on our website under Additional Services.
Access required for smooth service:
In order to carry out our services efficiently and flexibly, we need access to:
Why this matters:
This allows us to handle sudden rescheduling during the day without unnecessary obstacles.
With the right access, we can work smoothly and ensure a reliable, sustainable service – both for you as a customer and for us.
Cleaning & Laundry
Cleaning
What's included:
What's included in standard cleaning is described under the "Cleaning" section in Additional Services.
If a customer simply writes "cleaning requested":
This is interpreted as a booking for regular cleaning.
Services beyond standard cleaning:
Billed as a general property service, per hour started. If the job requires at least two people on site, both are billed at the applicable hourly rate.
Bed making:
Can only be booked together with a scheduled regular clean – not as a stand alone service.
Deep cleaning:
Quoted separately. Please contact us for a price.
Laundry:
Regular cleaning includes laundry of up to 2 washing machine loads, max 12 kgcombined per cleaning visit. See "Laundry of bedding and towels" below for details.
Outdoor cleaning(window cleaning, terrace or balcony cleaning, etc.):
We aim to schedule this work as close to your arrival as possible for the best result. Weather, however, is beyond our control – we can't guarantee the result if, for example, calima (dust haze), strong wind, or other bad weather occurs after cleaning has been completed, and we are not responsible for weather-related effects on completed work.
Window cleaning in summer (from summer 2027):
During July and September, we do not offer window cleaning services.
The high summer temperatures make it difficult to maintain the high level of quality we strive to deliver, while also making the work considerably more demanding.
An exception is outdoor glass railings, which we are still able to clean during the summer months.
If you need window cleaning during the summer months, we are happy to help you find another window cleaning company. For larger window cleaning jobs, we will refer you to a window cleaning company that can assist you.
Hourly billing:
Applies to outdoor services, move-out cleaning and deep cleaning. A minimum charge of €60 applies.
For window cleaning, please request a quote.
For regular cleaning (everyday/household cleaning), a fixed price applies instead.
Waste disposal:
In the Valencia/Murcia region, fines can be issued for putting out rubbish at the wrong times. If KeyClean were to receive such a fine while managing your property, this cost will be passed on to you.
We therefore ask that you always follow local waste disposal rules.
Parkering
If free parking is not available, a parking fee may apply. This is currently mainly relevant in Torrevieja city centre during the high season and public holidays.
Priority & booking:
Cleaning is an additional Service and is carried out subject to available capacity – property watch and emergency jobs always take priority. We reserve the right to decline or cancel booked cleaning slots if our operational schedule requires it.
We therefore recommend booking cleaning with a window of at least one week, meaning the cleaning can be carried out on any day within the agreed period.
Our scheduling always follows our booking terms, to ensure the service can be carried out as effectively as possible.
Laundry of Bedding & Towels
Included in regular cleaning:
Laundry of up to 2 machine loads, max 12 kg combined. Laundry beyond this (more loads or higher total weight) is billed according to our current price list.
Cannot be booked separately
– only together with a scheduled regular clean.
What counts as bedding:
Sheets, duvet covers, and pillowcases.
Not counted as bedding (and therefore not included):
bedspreads, throws, mattress protectors, blankets, decorative cushions, etc. We do not offer ironing.
Preparation before cleaning:
If a working washing machine is unavailable:
A fee of €15/machine applies, starting from the first machine.
Liability:
We are not liable for laundry that goes missing, unless it can be established that the loss was due to a clear error on our part.
Construction Cleaning
When booking, please clearly state what you'd like us to do.
Guarantee & Safety
Guarantee
What's covered:
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.
Outdoor 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 any guarantee regarding the weather. We are not responsible if, for example, calima (dust haze), strong winds, or other adverse weather affects the result after cleaning has been completed.
Who the guarantee applies to:
The guarantee applies only to you as the customer (the contracting party). Guests cannot invoke the guarantee, since guests may have different expectations than what was actually ordered, which would make a fair assessment on our part difficult.
Insurance
Your responsibility:
You are responsible for keeping your property insured.
Our coverage:
KeyClean maintains liability insurance for work carried out in your home.
Ongoing safety review:
We continuously review our safety procedures to protect our customers' properties. This includes, among other measures, never labeling keys in a way that would allow an unauthorized person to link them to a specific address.
If a company – such as an insurance provider or construction firm – informs us that they will be visiting your property, we coordinate with you first, in case you have not already notified us.
Safety
What we don't do:
KeyClean does not undertake tasks that could compromise personal safety or health. We are, however, happy to help direct you to the appropriate authority or service instead. Examples of such tasks include:
Damages & Liability
Our responsibility:
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.
Your responsibility:
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
What we can help with:
If you would like to have goods delivered to your home, we can assist by meeting the delivery driver and receiving the delivery.
Please check with us before placing your order, so we can make sure that we are available to receive it.
This way, you can avoid a situation where your order arrives when no one is available to receive it or help open and bring in the delivery.
Peak season:
Between May and September, as well as during holidays, this service can be difficult to schedule due to high demand.
What we need from you:
Delivery address:
We do not accept orders sent directly to our company, as we primarily work out in the field and are unable to receive deliveries. If a home delivery is requested, it will be arranged to be delivered directly to you.
Waste Management
What we don't handle ourselves:
Unfortunately, KeyClean is unable to handle the removal of trash, garden waste, broken furniture, or similar items ourselves.
What we can help with instead:
We can assist you in arranging removal by referring you to suitable companies, and where possible, help with access during delivery or collection.
Billing:
Once you assign us this 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 always follows our booking terms, to ensure the service can be carried out as effectively as possible.
Holiday Periods
Availability
Business hours:
Our operations are primarily open on weekdays between 08:00–19:00, with the exception of Swedish public holidays.
Outside business hours:
Messages received outside our regular business hours will be read and responded to on the next working day.
Urgent matters:
If you are an existing customer and your matter is urgent, please contact us by phone using one of our company numbers:
Out-of-hours work
Normal policy:
Services are normally not performed outside our regular business hours or during planned closures.
If work is carried out anyway:
In exceptional cases where work is carried out during these periods, a minimum double rate applies, in accordance with our terms and conditions. You will always be informed in advance if this applies.
Our recommendation:
We recommend planning any assignments in advance, so that suitable arrangements can be made without additional costs.
Public Holidays
We are closed on the following public holidays, in addition to our regular hours outside 08:00–19:00 on weekdays:
Vacation
Why we close:
We also need time for rest and recovery in order to maintain a high standard of service.
During vacation periods, we do not accept new assignments, but we remain available for emergency matters.
Upcoming vacation closures 2026/2027:
Limits of Service
Force Majeure
What counts as 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.
Communication during such events:
Communication may also be limited during a Force Majeure event. We will inform our customers as soon as possible through public channels, such as Instagram or Facebook.
Illness:
Illness is normally not considered Force Majeure. However, if it affects scheduled services, we will always notify affected customers as soon as possible.
Micromanagement
What we don't do:
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 we are not qualified to give.
Insurance visits:
The same applies to insurance companies visiting to gather information about water damage or other claims.
Our role:
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.
We will of course 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 - matters outside our scope of services
Examples of requests we can't assist with:
We sometimes receive requests for help with matters outside our scope of services, such as contacting authorities, attending homeowners' association (community) meetings, paying private invoices, or collecting mail parcels, etc.
What this means for you:
Unfortunately, we do not provide assistance with these types of tasks. For such matters, you are responsible for arranging an authorized representative or another suitable solution.
Renting out
If you are a current customer planning to rent out your property, please note the following:
Key handover:
We do not assist with handing over keys to guests.
If we're not informed:
If you choose to rent out your property without informing us, please read the information under "Booking Terms" and "Guarantee & Safety" carefully to understand what applies.
Renting or Lending to Family or Friends
We understand that you may want to rent out or lend your home to family or friends, and we're happy to help where possible. To ensure everything runs smoothly for everyone involved, we just need to make sure the right service is booked.
Invoicing:
We only invoice our own customers. This means invoices from us cannot be issued to third parties, such as family members, friends, or guests – even if they are the ones staying at the property.
If the Arrangement Doesn't Work
If something causes our work not to function as it should, we will always contact you so we can find a good solution together. If, despite dialogue, we're unable to find a solution, we may need to review how we continue our collaboration.
Our texts and images may not be copied, distributed, or republished without our written permission.
Copyright © 2023–Present. All rights reserved.
Made by KeyClean Torrevieja – KeyClean Property Services S.L.
+34 636 886719
Copyright © 2023–Present. All rights reserved.
Made by KeyClean Torrevieja – KeyClean Property Services S.L.
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