Terms and Conditions

Introduction

Welcome to Clean With Nuelly. These Terms and Conditions govern the use of our website and the cleaning services we provide. Throughout this document, "Clean With Nuelly," "we," "us" and "our" refer to our cleaning business, while "you" and "customer" refer to anyone requesting or receiving our services.

By booking a cleaning service, accepting a quotation or using our website, you agree to the terms applicable to your booking. Please read these terms carefully before confirming a service.

1. About Clean With Nuelly

Clean With Nuelly provides professional cleaning services for residential and commercial properties. Depending on your location and booking requirements, our services may include:

• Residential and domestic cleaning.
• Commercial and office cleaning.
• Deep cleaning services.
• Carpet and upholstery cleaning.
• Window cleaning.
• End-of-tenancy cleaning.
• Move-in and move-out cleaning.
• Other cleaning services agreed upon with the customer.

Service availability depends on the property, the nature of the work, our schedule and the equipment or specialist services required.

2. Customer Eligibility and Information

You must be legally capable of entering into a service agreement to make a booking. If you arrange cleaning on behalf of another person or business, you confirm that you are authorised to do so.

You agree to provide accurate contact details, property information and a clear description of the cleaning work required. Please inform us of any special requests, access restrictions or unusual property conditions before confirming your booking.

3. Bookings and Confirmations

Customers may request our services through our website, telephone, email or other communication channels we make available.

• Submitting an enquiry does not automatically guarantee an appointment.
• Bookings are subject to availability and confirmation by Clean With Nuelly.
• We may request additional information or photographs to assess your requirements.
• Please check your booking confirmation for the agreed date, time, address and cleaning tasks.
• Changes to confirmed bookings must be agreed with us.

If the actual condition or size of the property differs materially from the information provided, we may need to revise the quotation or scope of work. We will discuss any proposed changes with you before carrying out additional chargeable work.

4. Pricing and Quotations

Our quotations are based on the information available when the price is prepared. Pricing may depend on property size, condition, location, cleaning frequency, service type and any additional work requested.

• The agreed price will be communicated before the booking is confirmed.
• Any applicable additional charges will be explained before extra work is authorised.
• Specialist cleaning tasks may require a separate quotation.
• Quotations may be subject to a validity period stated in the quotation.

If circumstances change and the original quotation no longer reflects the work required, we will explain the situation and obtain your agreement to any revised price before proceeding with additional work.

5. Payments and Deposits

Customers must pay the agreed service fee in accordance with the payment instructions and deadlines communicated during the booking process.

• Any required deposit or advance payment will be disclosed before booking confirmation.
• We will communicate the available payment methods and applicable payment deadlines.
• Additional work will only be charged where the relevant price has been agreed.
• Any applicable refund or cancellation arrangements will be explained in accordance with the booking terms and the law.

If payment is overdue, we may contact you to arrange settlement and discuss appropriate next steps. Any additional charges must be lawful and properly disclosed.

6. Cancellation and Rescheduling

We understand that plans can change. If you need to cancel or reschedule a cleaning appointment, please contact us as early as possible.

• Rescheduling requests are subject to availability and confirmation.
• Any cancellation notice period or cancellation charge must be communicated before you agree to the booking.
• Deposit deductions and refund conditions will be handled in accordance with the agreed terms and applicable law.
• If we need to cancel or change an appointment, we will notify you as soon as reasonably possible and discuss alternative arrangements.

Where applicable, statutory consumer cancellation rights will take precedence over any inconsistent provision in these terms. Special rules may apply to services booked online or away from business premises.

If you request that a service begins during an applicable cancellation period, any required consent and charges for work already performed will be handled in accordance with applicable law.

7. Property Access and Attendance

Customers are responsible for arranging safe and timely access to the property at the agreed appointment time. Please provide any necessary access instructions in advance.

If our team cannot gain access or is delayed because access has not been arranged, we will make reasonable efforts to contact you and discuss the next steps. Any applicable missed-appointment or waiting-time charges must be disclosed in advance and comply with applicable law.

Keys, access codes and other entry information will be handled with reasonable care and used for the agreed service.

8. Customer Responsibilities

To help us provide a safe and effective cleaning service, you agree to:

• Provide accurate information about your property and cleaning requirements.
• Ensure safe and reasonable access to the property.
• Secure cash, jewellery, confidential documents and other valuables.
• Tell us about fragile items, delicate surfaces and materials requiring special care.
• Inform us of known hazards, safety risks or property restrictions.
• Make suitable arrangements for children, pets and other occupants while cleaning is in progress.
• Ensure that essential facilities required for the agreed cleaning work are available, where applicable.

We may pause or decline work if the property presents a significant safety risk or conditions prevent us from completing the agreed service appropriately.

9. Scope of Cleaning Services

Our team will carry out the tasks agreed in your quotation or booking confirmation. The exact scope depends on the service selected.

Unless specifically agreed in writing, our standard cleaning services do not include:

• Specialist restoration or repair work.
• Pest control or treatment for infestations.
• Handling or removal of hazardous substances and dangerous waste.
• Cleaning at unsafe heights or work requiring specialist access equipment.
• Moving unusually heavy furniture or machinery.
• Specialist treatments requiring separate equipment or expertise.
• Any task outside the agreed scope of work.

Please discuss any additional requirements with us before the appointment so that we can confirm whether the work is available and whether additional charges apply.

10. Service Quality and Complaints

We aim to provide reliable, professional and consistent cleaning services. If you are unhappy with any aspect of a completed service, please contact us promptly with your booking details and an explanation of the issue.

Photographs or other relevant information may help us assess your concern. We will review the complaint and discuss an appropriate resolution based on the circumstances.

Where appropriate, a resolution may include arranging a return visit to address agreed cleaning tasks or another remedy permitted by the booking terms and applicable law.

This procedure does not limit any statutory rights or remedies available to you.

11. Damage, Loss and Liability

Our team will take reasonable care when working in your property. If you believe our service has caused damage or loss, please notify us as soon as reasonably possible and provide relevant information.

We will review the circumstances and respond appropriately. Customers should identify fragile belongings and surfaces requiring specialist care before the service begins.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Subject to these protections, liability will be determined in accordance with applicable law. Nothing in this section removes any consumer right that cannot legally be excluded.

12. Health and Safety

We prioritise the safety of our customers, team members and anyone present at the property. We may decline, pause or stop work where conditions present a significant safety risk.

Such conditions may include unsafe access, exposed electrical hazards, dangerous substances or other circumstances that make the requested work unsafe.

Where reasonably possible, we will explain the concern and discuss alternative arrangements with you.

13. Customer Conduct

We expect our team members and customers to treat one another respectfully. Threatening, abusive, discriminatory or unsafe behaviour will not be tolerated.

We may stop a service if a team member faces a serious or immediate safety risk. Where reasonably possible, we will explain the circumstances and discuss appropriate next steps.

14. Privacy and Personal Information

We may collect information such as your name, contact details, property address, booking information and communications with us.

We use this information to respond to enquiries, arrange appointments, deliver services, manage payments, handle complaints and meet legal obligations.

Personal information will be handled in accordance with applicable data protection laws and our Privacy Policy. Please review our Privacy Policy for further information about how we collect, use and protect your information.

15. Website Use and Intellectual Property

Our website provides information about Clean With Nuelly and allows visitors to contact us or enquire about our services.

You agree not to:

• Use our website for unlawful or fraudulent purposes.
• Attempt unauthorised access to our systems or information.
• Introduce malicious software or interfere with website operation.
• Use our branding, images or original content in a way that infringes applicable rights.

Website content is owned by Clean With Nuelly or the relevant rights holders unless otherwise stated. All rights are subject to applicable law.

16. Third-Party Links

Our website may contain links to third-party websites or services. These links are provided for convenience. We do not control all third-party content, availability or privacy practices.

Your use of a third-party website or service may be subject to its own terms and privacy policy.

17. Events Beyond Our Control

Circumstances beyond our reasonable control may affect our ability to deliver a service. Examples include severe weather, transport disruption, emergencies and utility failures.

If an event affects your appointment, we will notify you as soon as reasonably possible and discuss rescheduling or other appropriate arrangements.

Nothing in this section removes any refund rights or other legal obligations that apply.

18. Changes to These Terms

We may update these Terms and Conditions to reflect changes to our services, business practices or legal requirements. The latest version will be published on this page with its revision date.

Where a change materially affects an existing booking, we will communicate the relevant change and explain any options available to you.

19. Governing Law and Disputes

These terms are subject to the laws applicable to the relevant service agreement, including any mandatory consumer protection rules.

We encourage customers to contact us first so that we can try to resolve any complaint fairly and promptly. Nothing in these terms prevents you from exercising your legal rights or using an appropriate dispute resolution process.

20. General Provisions

If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

A failure or delay in exercising a right does not automatically amount to a waiver of that right.

These terms, together with the accepted quotation, booking confirmation and any applicable written agreement, govern the relevant cleaning service. Mandatory statutory rights remain unaffected.