Terms & Conditions

Business Details

Nova Cleaning Group is a sole trader business.

Trading name: Nova Cleaning Group

Contact address: 107 Station Road, Hayes, Middlesex, UB3 4BX

1. Our Services

Nova Cleaning Group provides domestic and commercial cleaning services, including:

• Domestic cleaning
• Regular weekly and fortnightly cleaning
• Deep cleaning
• End-of-tenancy cleaning
• Airbnb and holiday-let cleaning
• Commercial cleaning
• Other cleaning services agreed between you and us

The exact services included in your booking will be confirmed in your quotation or booking confirmation.

Unless specifically agreed in advance, our standard cleaning service does not include specialist cleaning, hazardous waste removal, pest control, exterior window cleaning, carpet cleaning, mould remediation, or other specialist treatments.

2. Quotations

All quotations are based on the information provided by the customer and, where applicable, an assessment of the property.

If the condition, size, access, furnishings, level of dirt, or requirements of the property differ materially from the information provided, we may need to revise the quotation before or during the cleaning.

Any additional work or charges will be discussed with you wherever reasonably possible before the additional work is carried out.

Unless otherwise stated, quotations are valid for the period specified in the quotation.

3. Booking and Confirmation

A booking is considered confirmed once we have agreed the date, time and services with you and, where applicable, received any required deposit or payment.

We reserve the right to decline a booking where we reasonably consider that the requested work cannot be safely or appropriately undertaken.

4. Access to the Property

You are responsible for providing our cleaners with safe and reasonable access to the property at the agreed time.

Where keys, access codes or other access arrangements are provided, you are responsible for ensuring that the information supplied is correct.

If our cleaners are unable to gain access to the property at the agreed time, we may charge a cancellation or wasted-appointment fee where permitted by law and where such a charge has been agreed or reasonably notified to you.

If you provide us with keys, codes or access information, we will take reasonable care of them and use them only for the purpose of providing the agreed services.

5. Customer Responsibilities

You agree to:

• Provide safe access to the property.
• Inform us of any hazards, fragile items, valuable possessions, pets, or other circumstances that may affect the cleaning.
• Provide access to electricity and running water where reasonably required.
• Remove or secure valuable, fragile or personal items where appropriate.
• Inform us of any areas or items that require special care or specific cleaning instructions.

We may refuse to clean an area or item where we reasonably believe doing so could cause damage, create a health and safety risk, or expose our cleaners to an unreasonable hazard.

6. Cleaning Products and Equipment

Where agreed, we may provide our own cleaning products and equipment.

Customers should inform us before the appointment of any allergies, sensitivities, surfaces requiring specialist products, or products that they do not wish us to use.

Where you require us to use specific products supplied by you, you are responsible for ensuring that those products are suitable for the intended surface.

7. Payment

Payment is due in accordance with the quotation or booking confirmation.

For certain bookings, we may require payment or a deposit in advance.

For recurring cleaning services, payment arrangements will be agreed with you before services commence.

Where an invoice is issued, payment must be made by the due date shown on the invoice.

We reserve the right to suspend or decline further services where outstanding amounts remain unpaid, subject to applicable law.

Nova Cleaning Group is not currently VAT registered. Prices quoted are not subject to VAT.

There is no minimum charge and no call-out fee. All work is priced individually, on the basis of the quotation provided for your property and requirements.

8. Cancellation and Rescheduling

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

Any cancellation charges will be clearly communicated to you and will be subject to your statutory consumer rights.

Where you have a legal right to cancel a contract, nothing in these Terms & Conditions is intended to remove or restrict that right.

If you request that cleaning services begin before the expiry of any applicable statutory cancellation period, we may require your express request to begin the service early. Where permitted by law, you may become liable for the proportion of the service already provided if you subsequently cancel.

For recurring cleaning services, you may cancel future appointments by giving us reasonable notice. Any specific notice period or cancellation arrangement will be confirmed when the recurring service is arranged.

9. Our Arrival Time

We will make reasonable efforts to arrive within the agreed appointment window.

Cleaning times may occasionally be affected by traffic, previous appointments, unforeseen circumstances, or other events outside our reasonable control.

If we expect a significant delay, we will endeavour to contact you as soon as reasonably practical.

10. Cleaning Results and Satisfaction

We aim to provide a high standard of cleaning and customer service.

If you are unhappy with any aspect of the service, please contact us as soon as reasonably possible and explain the issue.

Where appropriate, we will review the issue and may offer a reasonable opportunity for us to return and address areas that were not cleaned to the agreed standard.

Our satisfaction policy does not guarantee the removal of permanent stains, damage, mould, limescale, ingrained dirt, odours, or other conditions that cannot reasonably be removed through standard cleaning.

11. End-of-Tenancy Cleaning

End-of-tenancy cleaning is carried out according to the agreed quotation and scope of work.

While we aim to achieve a high standard suitable for an end-of-tenancy inspection, we cannot guarantee that a landlord, letting agent or inventory company will consider the property satisfactory or that a deposit will be returned.

Any additional requirements imposed by a landlord or letting agent that were not included in the agreed quotation may be charged separately, subject to your agreement.

12. Airbnb and Holiday-Let Cleaning

For short-let and holiday-let properties, the customer or property manager is responsible for ensuring that the property is accessible at the agreed time.

Where additional services such as linen changes, restocking or other preparation are requested, these must be agreed in advance and may incur additional charges.

Delays caused by previous guests, late check-outs, missing keys or access problems may affect the cleaning schedule.

13. Damage and Breakages

We will take reasonable care when carrying out our services.

If you believe that our cleaners have caused damage to your property, please notify us as soon as reasonably possible and provide relevant details and, where available, photographs.

We will investigate any reported damage fairly and reasonably.

We cannot accept responsibility for damage resulting from:

• Pre-existing damage or defects;
• Poorly maintained, unstable or defective items;
• Incorrect installation or construction;
• Normal wear and tear;
• Items that were already damaged or weakened;
• Instructions or products supplied by the customer that caused the damage; or
• Circumstances that could not reasonably have been identified or avoided by us.

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

14. Valuables and Personal Possessions

Customers should secure cash, jewellery, confidential documents and other valuable or highly personal possessions before our cleaners arrive.

We are not responsible for loss of items that have been left unsecured unless caused by our negligence or another circumstance for which we are legally responsible.

15. Pets

Customers must inform us about pets at the property.

For safety reasons, we may request that pets are kept in a secure area while cleaning is taking place.

We are not responsible for pets escaping where the customer has failed to provide appropriate containment or access arrangements.

16. Health and Safety

We reserve the right to stop or refuse work where we reasonably believe that conditions are unsafe.

This may include exposure to hazardous substances, dangerous animals, unsafe structures, excessive infestations, needles, human or animal waste, or other serious hazards.

Where specialist cleaning or remediation is required, we may recommend that an appropriately qualified specialist is contacted.

17. Customer Property and Security

We will take reasonable care of your property while providing our services.

You should inform us of any particularly fragile, valuable or delicate items before cleaning begins.

Where an item requires specialist handling, we may decline to clean it unless suitable instructions or specialist arrangements have been agreed.

18. Our Team

Our cleaners are expected to behave professionally and respectfully while working at your property.

Customers are expected to treat our staff with the same courtesy and respect.

We reserve the right to refuse or terminate a service where our staff are subjected to threatening, abusive, discriminatory or inappropriate behaviour.

19. Photographs

Where reasonably necessary to assess cleaning requirements, document the condition of a property, or investigate a complaint, we may request photographs from you.

We will not use identifiable photographs of your property for advertising or marketing purposes without appropriate permission.

20. Privacy and Personal Information

We may collect and process personal information such as your name, telephone number, email address, property address and booking details for the purpose of providing our services and managing our business.

We will handle personal information in accordance with our Privacy Notice.

Our Privacy Notice explains what information we collect, why we collect it, how we use it, how long we retain it and your applicable data protection rights.

21. Complaints

If you have a complaint about our service, please contact us as soon as reasonably possible.

We will review your complaint and aim to resolve it fairly and promptly.

Where appropriate, we may offer a return visit to address cleaning issues.

22. Our Right to Cancel

We may cancel or decline a booking where circumstances make it unsafe, impractical or unlawful for us to provide the service.

Where we cancel a service after receiving payment from you, we will provide any refund you are legally entitled to.

23. Events Outside Our Control

We will not be responsible for delays or failure to provide services caused by circumstances beyond our reasonable control, including severe weather, major travel disruption, utility failures, emergencies, illness, government restrictions, or other unforeseen events.

Where reasonably possible, we will contact you and arrange an alternative appointment.

24. Liability

We will provide our services with reasonable care and skill.

Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited.

Subject to applicable law, we are not responsible for losses that were not reasonably foreseeable or for losses caused by circumstances outside our reasonable control.

25. Changes to These Terms

We may update these Terms & Conditions from time to time.

The version applicable to your booking will normally be the version in force when your booking is confirmed, unless a change is required by law or otherwise agreed with you.

26. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes will be dealt with by the courts of England and Wales, subject to any applicable consumer rights.

27. Contact Us

Nova Cleaning Group

Phone: 0208 050 9104

Email: info@novacleaningroup.com

Website: novacleaningroup.com

If you have any questions about these Terms & Conditions, please contact us before booking.