Terms of Service

1. Introduction

Welcome to the Neatcleaners website terms and conditions for use (“terms”). These terms apply to the use of this website and by accessing this website and/or making a booking for services you agree to be bound by the terms set out below. If you do not agree to be bound by these terms please do not use our website. Before you place an order with us, if you have any questions relating to these terms please contact our customer service team by email at info@neatcleaners.co.uk or by phone at 07540 323 366.

2. Definitions

“Booking” means a booking for Services made by You on our Website;
“Services” means cleaning services;
“Neatcleaners Cleaner” means a cleaner or other home services provider available through our Website;
“We/us” means Neatcleaners, of 158 Charfield RD, Bristol, BS10 5QU with Company Registration Number ​2328384911;
“Website” means the website located at www.neatcleaners.co.uk or any subsequent URL which may replace it;
“You” means a user of this Website.

3. Use of the Website

3.1 AccessYou are provided with access to this Website in accordance with these Terms and any Booking made by you must be placed strictly in accordance with these Terms.
3.2 Registration
3.2.1 By registering as a user of our Website, you warrant that:(a) the personal information which you provide when you register as a user and/or make a Booking is true, accurate, current and complete in all respects; and(b) you will notify us immediately of any changes to this personal information by contacting our customer service representatives by email at our contact pahe or by phone at 0​7540 323 366 You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
3.3 Our rightsWe reserve the right to:(a) modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or(b) change these Terms from time to time as explained below. If you do not agree to such amended terms, you must stop using the Website. If you continue to use the Website you will be deemed to have accepted the amended terms.

4. Booking Services

4.1 By placing an order through our Website, you warrant that you are: legally capable of entering into binding contracts, and at least 18 years old.
4.2 After placing an order, you will receive an email from us acknowledging that we have received your Booking. Please note that this does not mean that your Booking has been accepted. All Bookings are subject to acceptance by us, and we will confirm such acceptance to you by sending you a further email to confirm the Booking (the “Booking Confirmation”). The contracts between us and you and between you and the Neatcleaners Cleaner will only be formed when we send you the Booking Confirmation.
4.3 When you sign up for the Service, you can opt in to receive SMS Messages in order to keep you informed about your Clean. You can opt out of this anytime.
4.4 You agree that you will not seek to book any Services from any Neatcleaners cleaner other than via our Website for the duration of this agreement and in the 3 months after termination of this agreement.

5. Price and Payment

5.1 The price of any Services will be as quoted on our Website, except in cases of obvious error.
5.2 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Booking Confirmation.
5.3 Every effort has been made on this Website to ensure that making a Booking is secure via our payment provider Stripe. We cannot be responsible for fraudulent use on our Website of a lost payment card.
5.4 You must maintain a valid payment card with us. You must inform us immediately if your payment card details are no longer valid.
5.5 You authorise us to seek pre-authorisation of your payment card. You also authorise us to charge your payment card in full the day after the scheduled Booking.
5.6 If any amount due by you is unpaid after the day of the scheduled Booking, we may charge a £30 administration fee.
5.7 A promotional code, gift card or voucher may only be used by new customers except for a customer’s unique referral code which they are given once they book a clean with Neatcleaners. Offers for new customers can only be redeemed once per household. Other terms and conditions apply. 

6.  Booking Cancellation by Us

6.1 If you violate any of the Terms, your permission to use the Services and Website will automatically terminate.
6.2 We reserve the right to cancel any Booking without notice or cause.

7.  Booking Cancellation by You

7.1 You may cancel a Booking up to 5pm 2 days before your scheduled clean by email to info@neatcleaners.co.uk or by calling in which case the Booking will not be charged.
7.2 For cancellations made after 5pm 2 days before your scheduled clean we will charge you a £55.00 late cancellation fee. If you do not cancel and we get to the property on the scheduled day  and for any reason we are not able to get access and deliver the service you booked for, the full amount will be charged.
7.3 For one time bookings, cancellations made within 5 working days of your scheduled clean will incur a late cancellation fee of 100% of the total cost. The same charge will be made if we are unable to access your property at the arranged time (this includes you not providing the correct address details or providing accurate access instructions).
7.4 Further discounts may be provided at the prerogative of Neatcleaners to any customer.

8. Liabilities

8.1 Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the Services you purchased in the previous six months.
8.2 This limitation does not include or limit in any way our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
8.3 We are not responsible for indirect losses which happen as a side effect of the main loss or damage, including but not limited: to loss of income or revenue; loss of business; loss of profits or contracts; loss of anticipated savings; loss of data; or, waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise.
8.4 We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your Booking and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.

9.  Events Outside Our Control

9.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).
9.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or transport access, flood, fire, explosion, acts of terrorism or accident.
9.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.

10.  Neatcleaners Guarantee

10.1 Conditions to the guarantee.
10.1.1 Where possible, Neatcleaners cleaners will collect your signature on your checklist to verify that you are happy with your clean. In signing the checklist you confirm that your are satisfied with your clean. In signing the checklist you have accepted your clean, meaning the ​Neatcleaners Guarantee is complete, as you have stated that you are satisfied.
10.1.2 Any unsatisfactory must be reported within 48 hours of the service being performed. Failure to inform ​Neatcleaners within this time period will nullify the ​Neatcleaners Guarantee.
10.1.3 ​Neatcleaners may request the customer to supply photographs taken before this 48 hour time period elapses, detailing the inadequate service as proof. Refusal to provide this proof, if requested will nullify the ​Neatcleaners Guarantee.
10.1.4 Before discussing any partial or full refund, ​Neatcleaners may choose to send a service provider back to the property to repeat the service. Failure to accept this repeat service will nullify the ​Neatcleaners Guarantee.
10.1.5 ​Neatcleaners will seek to establish a fair price for service based upon what items on the checklist were completed, and what tasks were not completed.
10.1.6 Any refund comes with the conditions attached the no feedback be left in any publicly accessible place. Upon discover of this, ​Neatcleaners is entitled to reverse any refund applied.
10.1.7 Customer, when booking an end of tenancy cleaning, must empty all cabinets, drawers and cupboards, take away all personal belongings, clear all areas as well as moving out all their furnitures in order to successfully deliver the service. Failure to comply with it will nullify the ​Neatcleaners Guarantee.

Last updated: November 2021 yr