HEWI’S Property Services provides property stewardship, property management support, coordination, oversight, cleaning services, seasonal property services, vendor management, project coordination, and related property support services for residential, seasonal, investment, vacant, hospitality, and income-producing properties.

OUR PHILOSOPHY

At HEWI’S Property Services, we believe exceptional property care goes far beyond cleaning.

Our approach combines property stewardship, proactive communication, detailed documentation, coordination, and trusted local support to help protect your home, investment, seasonal property, or hospitality property.

Whether we’re preparing a vacation rental for arriving guests, overseeing a renovation, coordinating contractors, supporting an executor, or caring for a seasonal home while you’re away, our goal remains the same:

To provide dependable local support, thoughtful property care, and peace of mind—one property at a time.

By engaging HEWI’S Property Services, the client acknowledges and agrees to the following Terms & Conditions.

PROPERTY STEWARDSHIP & COORDINATION SERVICES

HEWI’S Property Services provides stewardship, coordination, oversight, documentation, scheduling, and management support for homeowners, investors, Airbnb operators, seasonal property owners, real estate professionals, and absentee property owners.

Services may include:

• Property stewardship
• Property checks
• Seasonal property support
• Vendor coordination
• Contractor coordination
• Project management
• Airbnb and hospitality operations support
• Listing preparation
• Documentation and reporting
• Emergency response coordination
• Property attendance and inspections

Stewardship and coordination services are billed separately from labour, contractor services, cleaning services, and materials.

Minimum stewardship fee: $50 + HST

PROPERTY STEWARDSHIP RETAINERS

Retainer services reserve ongoing placement within HEWI’S Property Services’ scheduling and support network.

Retainer services may include:

• Priority scheduling
• Property records and documentation
• Vendor and contractor coordination
• Seasonal property support
• Emergency response availability
• Storm response coordination
• Airbnb operational support
• Property oversight and reporting

Retainer fees reserve availability, coordination capacity, scheduling priority, operational support, property records, stewardship services, and access to HEWI’S Property Services’ support network.

Retainer fees are not based solely upon the number of guest bookings, property visits, contractor visits, service requests, vendor involvement, occupancy levels, or turnover frequency occurring during a billing period.

Unless otherwise agreed in writing, retainer fees remain payable regardless of occupancy levels, guest bookings, booking cancellations, contractor activity, seasonal fluctuations, or periods of reduced activity.

Retainer fees are billed in advance and are non-refundable once the service period begins.

Clients who discontinue retainer services may be subject to onboarding fees, startup fees, revised pricing, scheduling delays, or availability limitations if services are resumed in the future.

SHORT-TERM RENTAL & HOSPITALITY SERVICES

HEWI’S Property Services may provide coordination, stewardship, turnover management, cleaner scheduling, property preparation, supply management, inventory monitoring, vendor coordination, and operational support for short-term rental and hospitality properties.

Clients acknowledge that HEWI’S Property Services cannot control:

• Guest damages or guest-related incidents
• Guest cleanliness standards
• Guest misuse of property
• Missing items
• Theft or vandalism
• Guest complaints
• Online reviews or guest feedback
• Booking platform issues or reservation disputes
• Lost revenue, lost bookings, cancelled reservations, or business interruption

Additional cleaning, emergency attendance, guest-related coordination, damage documentation, laundry services, supply replenishment, inventory replacement, restocking, or remediation services may result in additional charges.

Clients are responsible for maintaining appropriate insurance coverage for short-term rental operations.

HOSPITALITY TURNOVER CLEANING

A Hospitality Turnover Clean is intended to prepare a property for the arrival of incoming guests. It is a maintenance cleaning service designed to reset the property between guest stays and is not considered a deep cleaning or restoration service.

Unless otherwise agreed in writing, a standard Hospitality Turnover Clean generally includes:

• Stripping used bed linens

• Making beds with clean linens

• Replacing guest towels

• Emptying garbage and recycling

• Cleaning and sanitizing toilets, sinks, tubs, and showers

• Cleaning bathroom mirrors and countertops

• Wiping kitchen countertops, sink, dining table, and stovetop

• Spot cleaning visible fingerprints where practical

• Wiping exterior appliance surfaces

• Dusting accessible horizontal surfaces as reasonably required between guest stays

• Vacuuming carpets and rugs

• Sweeping and mopping hard surface flooring

• Folding blankets

• Arranging cushions and pillows

• General staging of the property to a guest-ready standard

• Reporting maintenance concerns, damage, missing inventory, or low household supplies observed during the visit

Unless otherwise agreed in writing, Hospitality Turnover Cleaning does not include:

• Deep cleaning

• Restoration cleaning

• Interior cupboards or drawers

• Interior refrigerator cleaning

• Interior oven cleaning

• Interior window cleaning

• Hard water stain removal

• Soap scum restoration

• Heavy grease removal

• Mould remediation

• Construction cleaning

• Detailed dusting of every surface

• Washing walls or ceilings

• Moving heavy furniture or appliances

• Cleaning excessive quantities of guest dishes

• Removal of permanent stains, damage, or deterioration

Additional services outside the agreed scope will be quoted separately.

LAUNDRY SERVICES

Where on-site laundry facilities are available and operational, Hospitality Turnover Cleaning includes up to two (2) standard loads of linens and towels unless otherwise stated within the service agreement.

Additional laundry:

$20.00 + HST per load

Where laundry must be completed off-site, laundry services are billed at $20.00 + HST per load, including transportation, washing, drying, folding, and preparation for the next guest.

Laundry pricing may be adjusted where oversized items, specialty fabrics, or excessive soiling are present.

DISHWASHING

Routine Hospitality Turnover Cleaning assumes guests have left the property in reasonably tidy condition.

Dishwashing is not included within a standard Hospitality Turnover Clean.

Where guests leave dishes requiring cleaning, dishwashing begins at:

$25.00 + HST

for a moderate quantity.

Large quantities may be quoted separately.

OWNER SUPPLIES & CONSUMABLES

Unless otherwise agreed, property owners are responsible for supplying guest consumables including:

• Toilet paper

• Paper towel

• Garbage bags

• Dish soap

• Hand soap

• Shampoo

• Conditioner

• Body wash

• Coffee

• Tea

• Sugar

• Guest laundry supplies

Where replenishment is requested, supplies may be purchased on the owner’s behalf and invoiced accordingly.

Quality Assurance, Property Conditions & Service Limitations

At HEWI’S Property Services, our goal is to provide a professional, reliable, and consistent service every time we visit your property. We take pride in treating every home as if it were our own and strive to leave each property clean, organized, guest-ready, and well cared for within the scope of the service booked.

Every property is unique. The age, condition, construction, occupancy, and maintenance history of a home all influence the final outcome of a cleaning service. For this reason, the following terms apply to all services provided by HEWI’S Property Services.

Our Quality Guarantee

If you believe an area included within the agreed scope of service has been overlooked, please notify us within 24 hours of service completion or prior to the arrival of the next guest, whichever comes first.

If the concern falls within the booked scope of work, we will make every reasonable effort to return and address the concern at no additional charge.

Our goal is always to resolve concerns professionally, fairly, and promptly.

Scope of Service

Services are performed according to the package selected by the client.

Examples include:

• Hospitality Turnover Clean

• Hospitality Reset

• Standard Clean

• Deep Clean

• Property Stewardship Visit

Each service includes a different scope of work. Services requested outside the booked package may require additional labour and will be quoted separately whenever possible.

Existing Property Condition

Cleaning cannot restore existing wear, damage, or deterioration.

HEWI’S Property Services is not responsible for pre-existing conditions including, but not limited to:

• Permanent stains

• Water rings on furniture

• Damaged wood finishes

• Scratches and scuffs

• Chipped surfaces

• Peeling paint

• Permanent discoloration

• Rust staining

• Hard water staining

• Mineral deposits

• Oxidized fixtures

• Aged caulking

• Existing mould staining after treatment

• Yellowing surfaces

• Worn flooring

• Damaged cabinetry

• Structural deterioration

• Previous repairs

• Damage caused by previous owners, tenants, or guests

Where practical, these conditions may be photographed and documented during service visits.

FAIR WEAR & TEAR

HEWI’S Property Services recognizes that every property naturally experiences wear associated with age and normal occupancy.

Normal wear and tear including minor scratches, fading, settled dust, aging finishes, worn flooring, minor scuffs, and deterioration associated with ordinary use shall not be considered cleaning deficiencies.

Cleaning cannot restore normal aging or deterioration.

Heritage Homes & Older Properties

Many of the homes we care for throughout Newfoundland are historic or heritage properties. These homes are full of character and charm, but they often require different cleaning expectations than newer construction.

Older homes may naturally experience:

• Fine dust or wood particles settling after movement throughout the home.

• Dust released from original ceilings, walls, insulation, or exposed framing.

• Uneven flooring that traps dust and debris.

• Original woodwork with deep grooves and crevices.

• Settling dust caused by normal foot traffic on upper floors.

• Original finishes that permanently retain staining.

• Increased insect activity due to the age and construction of the building.

Our team will make every reasonable effort to leave these homes clean within the booked scope of service.

However, due to the nature of heritage construction, fine dust or debris may naturally resettle after cleaning. This is considered a characteristic of the property rather than a cleaning deficiency.

Where recurring conditions are identified, we will document them and work with the property owner to develop the most effective cleaning strategy for future visits.

Insects, Wildlife & Pest Activity

Properties located in rural areas, waterfront communities, seasonal homes, cottages, and heritage properties naturally experience higher levels of insect and wildlife activity.

Standard cleaning services do not include pest remediation.

Examples include:

• Live insects

• Dead insects

• Rodent activity

• Bird or bat contamination

• Animal nesting

• Spider infestations

• Excessive cobweb accumulation

• Insect debris resulting from periods of vacancy

Where significant pest activity is observed, HEWI’S Property Services will notify the property owner and document the condition.

Professional pest control services may be recommended before routine cleaning can achieve the desired results.

Pet Hair & Animal Residue

Homes with pets or previous animal occupancy may require additional cleaning time.

Excessive:

• Pet hair

• Embedded fur

• Animal dander

• Pet odours

• Animal stains

• Animal waste

may require additional labour and may be quoted separately if beyond the booked scope of service.

Excessive Dirt, Dust & Neglect

Hospitality Turnover Cleans are designed to maintain a property between guest stays.

Properties with excessive accumulation of:

• Heavy dust

• Built-up grease

• Soap scum

• Heavy mould or mildew

• Excessive food residue

• Long-term neglect

• Construction debris

• Smoke residue

• Heavy mineral deposits

may require a Deep Clean, Hospitality Reset, or Restoration Service before regular turnover services can begin.

Where these conditions are encountered, clients will be notified whenever practical.

Property-Specific Preferences

Every property owner has unique preferences regarding the presentation of their home.

Unless otherwise documented in writing, HEWI’S Property Services will follow our standard hospitality procedures regarding:

• Placement of guest toiletries

• Keys

• Decorative items

• Blankets

• Pillows

• Kitchen items

• Guest supplies

• Household items

Clients are encouraged to communicate any property-specific preferences.

These preferences will be documented within the property’s service profile and followed during future visits to ensure consistency.

Documentation & Property Records

As part of our Property Stewardship services, our team may document observations including:

• Maintenance concerns

• Plumbing leaks

• Electrical concerns

• Appliance issues

• Damaged furnishings

• Missing inventory

• Damaged linens or towels

• Guest damage

• Low household supplies

• Safety concerns

• Storm damage

• Conditions affecting future cleaning quality

This documentation is intended to assist property owners in maintaining their property and does not constitute a building inspection, engineering report, or warranty.

PROPERTY OBSERVATIONS

Property documentation provided by HEWI’S Property Services is observational only.

Documentation is intended to assist property owners in understanding the general condition of their property.

It does not constitute:

• A professional home inspection

• An engineering report

• A building assessment

• A pest inspection

• An insurance inspection

• A warranty that every issue has been identified

Owners remain responsible for obtaining qualified inspections where appropriate.

Access & Personal Property

Our team will not move unusually heavy furniture or valuable personal belongings unless previously arranged.

Items left in place by the property owner will generally be cleaned around unless specific instructions are provided.

Where the storage location of an item is unknown, it will be left in a clean, safe location and documented where appropriate.

Reasonable Cleaning Expectations

While every effort is made to provide exceptional results, professional cleaning has practical limitations.

HEWI’S Property Services cannot guarantee removal of:

• Permanent staining

• Embedded odours

• Structural deterioration

• Existing damage

• Wear associated with age

• Naturally recurring dust caused by building construction

• Conditions requiring repair rather than cleaning

Where a condition cannot be improved through cleaning alone, we will document the issue and advise the property owner whenever practical.

Continuous Improvement

At HEWI’S Property Services, we believe exceptional property stewardship is built on communication, documentation, and continuous improvement.

Every visit helps us better understand your property’s unique characteristics, allowing us to provide an increasingly consistent, personalized, and proactive service over time.

Our goal is not simply to clean your property—it is to care for it, protect it, and provide you with confidence and peace of mind while you’re away.

BOOKING CHANGES & CLIENT RESPONSIBILITIES

Clients are responsible for promptly providing booking updates as soon as reasonably possible after becoming aware of any changes, by notifying HEWI’S Property Services of:

• New bookings
• Booking cancellations
• Guest date changes
• Schedule changes
• Occupancy changes
• Special guest requests affecting operations

Failure to provide timely notice may impact cleaner availability, contractor scheduling, vendor coordination, service availability, or turnover scheduling.

HEWI’S Property Services cannot guarantee cleaner, contractor, vendor, or service provider availability where insufficient notice has been provided.

PROPERTY ACCESS

Clients are responsible for ensuring safe and timely access to the property.

Additional attendance fees may also apply for key pickups, key deliveries, lockbox installations, lockbox code changes, access coordination, or other property access-related requests not included within the original scope of work.

• Missing keys
• Incorrect lockbox codes
• Restricted access
• Lockouts
• Unavailable decision-makers
• Inaccessible work areas
• Delayed access by guests, tenants, purchasers, contractors, family members, or property representatives

PROPERTY DOCUMENTATION

HEWI’S Property Services may photograph, document, and record property conditions before, during, and after services.

Documentation may be used for:

• Quality assurance
• Project records
• Client reporting
• Vendor coordination
• Property condition documentation
• Insurance reference purposes

Documentation may be shared with the client and authorized parties directly involved in the project.

RUSH REQUESTS & EMERGENCY SERVICES

Rush requests, emergency attendance, weekend attendance, holiday attendance, after-hours services, expedited scheduling, or urgent coordination requests may be subject to additional charges.

Availability is not guaranteed.

PROJECT DELAYS, PAUSES & CLIENT CHANGES

Projects delayed, paused, postponed, cancelled, abandoned, modified, or otherwise impacted by client decisions may result in additional charges.

Additional charges may include:

• Administrative fees
• Coordination fees
• Remobilization fees
• Additional attendance fees
• Scheduling fees
• Contractor rescheduling fees
• Vendor coordination fees

Clients remain responsible for work completed, materials purchased, labour incurred, contractor costs, travel costs, and coordination services performed prior to project interruption.

CLIENT AUTHORITY & PROJECT DIRECTION

HEWI’S Property Services will take direction from the client responsible for booking and authorizing services.

Unless otherwise agreed in writing, all approvals, scheduling changes, scope modifications, and project decisions must come directly from the client.

Instructions received from family members, purchasers, tenants, neighbours, contractors, real estate agents, or other third parties may be considered scope changes and may result in additional fees, delays, or revised pricing.

HEWI’S reserves the right to pause work until instructions can be verified with the client.

USE OF CONTRACTORS & THIRD-PARTY SERVICES

HEWI’S Property Services works with a network of trusted independent contractors and service providers, including but not limited to:

• Cleaning professionals
• Handymen
• Landscapers
• Tradespeople
• Property maintenance providers
• Specialized service providers

All third-party contractors operate independently.

Contractors are responsible for maintaining their own liability insurance, licensing, certifications, and bonding where applicable.

HEWI’S Property Services does not control third-party pricing and is not liable for damages, workmanship issues, delays, errors, omissions, or losses resulting from third-party contractors.

Any claims involving third-party work must be directed to the contractor and their insurance provider.

INSURANCE & BONDING

HEWI’S Property Services is insured and bondable for services performed directly by our team.

Third-party contractors remain independently responsible for their own insurance, liability coverage, licensing, certifications, and bonding.

PRICING STRUCTURE

Pricing is determined based on multiple factors, including but not limited to:

• Property size
• Scope of work
• Accessibility
• Travel requirements
• Property condition
• Time requirements
• Coordination requirements
• Environmental conditions
• Contractor involvement
• Specialized equipment or materials

All pricing is subject to HST.

SCOPE CHANGES & ADDITIONAL COORDINATION

All quotes, estimates, invoices, and project pricing are based upon the scope of work known at the time of booking.

Additional fees may apply where there are changes involving:

• Dates or scheduling
• Property access
• Property conditions
• Additional labour requirements
• Additional debris or contents
• Additional rooms or structures
• Contractor involvement
• Purchaser involvement
• Family member involvement
• Additional communication or approvals
• Additional documentation requirements
• Vendor coordination
• Project management requirements

HEWI’S reserves the right to revise pricing where scope changes occur.

ADDITIONAL SITE ATTENDANCE

Additional site visits my include, property checks, key exchanges, lockbox visits, inspections, meetings, consultations, walk throughs, guest related attendance, contractor meetings, purchaser meetings, supply runs/ replenishment, property attendance, emergency response visits,or other trips not included within the original scope of work may be billed separately.

Additional site attendance starts at a minimum of $75 + HST per visit and may increase based on:

• Travel distance
• Mileage
• Time spent on site
• Coordination requirements
• Reporting requirements
• Documentation requirements
• Urgency of request

ENVIRONMENTAL & WORKABILITY CONDITIONS

Certain services depend upon safe and suitable environmental conditions.

HEWI’S cannot guarantee workmanship performance, timelines, curing, adhesion, sanitation results, or project completion where conditions involve:

• Excessive humidity
• Poor ventilation
• Active leaks
• Moisture intrusion
• Temperature extremes
• Structural movement
• Animal urine or feces
• Rodent infestations
• Insect infestations
• Biohazards
• Strong odours
• Unsafe conditions
• Unsanitary conditions

HEWI’S reserves the right to pause, delay, modify, reschedule, or discontinue services where conditions negatively impact safety, quality, or workability.

Additional fees may apply for PPE, remediation, sanitation, deodorization, hazardous conditions, infestations, contamination, or specialized cleaning protocols.

Odour treatment services begin at $250 + HST and increase based on severity and scope.

PAYMENTS, DEPOSITS & REFUNDS

To secure scheduling:

• Stewardship fees are due upfront
• Retainer fees are due upfront
• 50% deposits may be required
• Contractor deposits may be required
• Remaining balances are due upon completion unless otherwise agreed in writing

All deposits, stewardship fees, retainers, scheduling fees, onboarding fees, and coordination fees are non-refundable.

Payments may be transferred at HEWI’S sole discretion.

LATE PAYMENTS & DELINQUENT ACCOUNTS

All invoices are due according to the payment terms stated on the invoice.

Overdue accounts are subject to:

• A $50 Administrative Late Payment Fee beginning the day after the invoice due date.
• An additional $50 Administrative Late Payment Fee for each additional 7-day period the invoice remains unpaid.
• All accumulated late fees become immediately payable and form part of the outstanding account balance.

Clients with overdue accounts may be required to prepay future services in full.

Accounts with outstanding balances may have all services suspended until payment is received in full.

HEWI’S Property Services reserves the right to withhold scheduling, contractor coordination, stewardship services, turnover services, property visits, emergency response services, vendor coordination, and project management services until the account has been brought current.

SERVICE SUSPENSION FOR NON-PAYMENT

HEWI’S Property Services reserves the right to immediately suspend, postpone, decline, or discontinue services where:

• Invoices remain unpaid
• Deposits remain unpaid
• Retainer fees remain unpaid
• Payment arrangements have not been honoured

Scheduled services, contractor coordination, property visits, stewardship services, turnover services, vendor scheduling, emergency response services, and project management services may be paused until the account has been brought current.

HEWI’S Property Services is not responsible for delays, missed scheduling opportunities, contractor availability issues, guest impacts, project delays, lost bookings, or related costs resulting from suspended services due to non-payment.

WEATHER & EXTERNAL CONDITIONS

Exterior services are weather dependent.

HEWI’S is not responsible for delays caused by:

• Rain
• Snow
• Ice
• Wind
• Extreme temperatures
• Unsafe site conditions

EVENTS BEYOND OUR CONTROL

HEWI’S Property Services shall not be responsible for delays, cancellations, or the inability to perform services resulting from circumstances beyond our reasonable control including but not limited to:

• Severe weather

• Road closures

• Ferry delays or cancellations

• Power outages

• Internet or communication failures

• Natural disasters

• Government restrictions

• Illness or injury affecting staff

• Supplier shortages

• Emergency situations affecting the property

Whenever practical, services will be rescheduled at the earliest mutually agreeable opportunity.

LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, the total liability of HEWI’S Property Services for any claim arising directly from services provided shall not exceed the total amount paid by the client for the specific service giving rise to the claim.

HEWI’S Property Services shall not be liable for indirect, incidental, consequential, punitive, or special damages including, but not limited to:

• Loss of revenue

• Loss of bookings

• Business interruption

• Lost profits

• Loss of business opportunities

except where such liability cannot legally be excluded.

ACCEPTANCE OF TERMS

By booking, authorizing, accepting, paying for, or otherwise engaging HEWI’S Property Services, the client acknowledges that they have read, understood, and agreed to these Terms & Conditions.