NVG Cleaning Services

1. About us and how to contact us

These services are provided by NVG Cleaning Services LTD, 36 Dawlish Mount, Leeds, LS9 9DZ, United Kingdom.

Email: booking@nvgcleaningservices.co.uk
Telephone: 0333 034 7101

In these terms, “we” and “us” mean NVG Cleaning Services LTD; “you” means the person or business booking the service; and “the property” means the address at which the cleaning is to be carried out.

2. How a contract is formed

Submitting the booking form, calling or messaging us is a request, not a confirmed booking.
A contract is formed only when we confirm your booking in writing (by email or message) with a date, time and price.
We may decline a booking — for example if we do not cover your area, cannot resource the date, or the work falls outside section 12.
Quotations are estimates based on the information you give us and are not binding until we issue a booking confirmation.

3. Prices and quotations

Prices shown on our pricing page are starting prices. The final price depends on the size, condition and accessibility of the property and the work actually required.
Regular domestic cleaning is charged hourly, with a minimum booking of two hours.
Deep cleans, end of tenancy cleans and commercial work are quoted as a fixed price.
If, on arrival, the property is materially different from what you described, we will tell you before starting and agree a revised price with you, or you may cancel at no cost.
Add-on services (for example inside the oven or fridge) are charged in addition to the headline price.
We may revise our prices from time to time. For recurring bookings we will give you at least 30 days’ notice in writing before any increase applies.

4. Payment

Invoice on booking. When you book a service with a published price, we email you an invoice with a secure payment link. Services shown as “custom quote” are priced by hand and invoiced separately.
Payment is made in advance. Your booking is confirmed once payment has been received in full. If the clean does not go ahead, you are refunded in full, less any cancellation fee that applies under section 6.
Refunds are made to the card you paid with, normally within 5 working days of us agreeing them, and in any event within the periods required by section 5.
We accept bank transfer and card payment. Card payments are handled by takepayments on their own secure pages; we never see or store your card details.
Published prices are starting prices. If the property needs more work than you described, we will agree any change with you before we start, and invoice any difference separately.
For commercial accounts with agreed credit terms, invoices are payable within 14 days.
We may charge interest on late payment at 8% above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998, where that Act applies.
We may suspend further services while an invoice remains unpaid.

5. Your statutory right to cancel (consumers)

Because bookings are usually made online, by telephone or away from our premises, they are distance or off-premises contracts. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer you have the right to cancel within 14 days of us confirming your booking, without giving a reason.

To cancel, simply tell us in writing — email booking@nvgcleaningservices.co.uk or message us. A clear statement is enough; you do not need to use a particular form.
We will refund all payments received from you within 14 days of being told, using the same payment method you used.
Important: if you ask us to start work during the 14-day period and we do, you must pay for the work reasonably carried out up to the point you cancel. If the service has been fully performed within that period with your express consent, you lose the right to cancel.

This section does not apply to business customers, whose cancellation rights are set out in section 6.

6. Cancelling or rescheduling a booked clean

Outside the statutory period in section 5, the following applies to all customers.

Please give at least 24 hours’ notice to cancel or reschedule. There is no charge for cancellations made with that notice.
Cancellations with less than 24 hours’ notice are charged a flat cancellation fee of £50. At that point the slot has been reserved, staff have been scheduled and the time can no longer be resold, so this reflects the loss we incur. Where the booking is worth less than £50, the fee is capped at the booking value — we never charge more than the job itself.
Where we are holding funds, we take the £50 fee from the hold and release the rest. Where payment has already been taken, we refund the balance after deducting the fee.
If our cleaner cannot get in — nobody is home, keys do not work, or the alarm cannot be disabled — the booking may be charged in full. See section 7.
If we need to cancel, we will tell you as soon as possible, offer an alternative slot, and refund you in full if no suitable alternative can be arranged.
Recurring bookings may be ended by either party on 7 days’ notice in writing.

7. Access to the property

You must make sure we can get in at the agreed time — by being there, or by providing keys, a key safe code or entry instructions in advance.
Where you give us keys, they are held securely and are never labelled with your address. Keys are returned when the arrangement ends.
Please make sure there is running water, electricity and adequate lighting. We cannot complete most cleans without them.
Parking that is unavailable, restricted or chargeable may add to your cost; we will always tell you first.

8. Your responsibilities

Secure pets safely away from the areas being cleaned.
Put away or tell us about cash, jewellery, and fragile, valuable or sentimental items so we can avoid handling them.
Tell us in advance about anything hazardous — damp or mould, pest infestation, broken glass, needles, biohazards, loose electrics or unsafe structures.
Tell us about surfaces needing special treatment (natural stone, waxed or oiled wood, antique or delicate finishes).
Provide a safe working environment free from harassment or abuse of our staff.

9. Our service standards and re-clean guarantee

Under the Consumer Rights Act 2015 we must perform our services with reasonable care and skill, within a reasonable time and for a reasonable price where none was agreed. Nothing in these terms reduces those rights.

If you are not happy with any part of the clean, tell us within 24 hours of completion, with photographs where possible.
We will return and re-clean the areas concerned free of charge, normally within 48 hours or at the next mutually convenient time.
The re-clean guarantee applies once per booking, and does not apply where the property has been used or altered after we left, where the work was outside the agreed scope, or where the issue is caused by pre-existing damage.
If a re-clean does not put things right, you may be entitled to a price reduction under the Consumer Rights Act 2015.

10. Pre-existing damage and limits of cleaning

Some marks cannot be removed by cleaning — permanent staining, limescale damage, burns, rust, worn or damaged surfaces, and grout or sealant that has perished. We will point these out where we can.
We are not responsible for pre-existing damage, or for damage that only becomes visible once dirt is removed.
We do not move heavy furniture or appliances. We will clean around and behind them where it is safe to do so.
We do not clean externally above ground-floor level, and do not use ladders beyond a safe working height.

11. Breakages, damage and claims

Accidents are rare, but if something is damaged our cleaner will tell you and report it to us the same day.
Please report any alleged damage within 24 hours of the clean so we can investigate while the facts are fresh. Reporting later may make a claim harder to establish, but this does not affect your statutory rights.
We will repair or replace the item, or pay reasonable compensation for it, where we are responsible.
Claims may be settled through our insurers, and an excess may apply to claims made under our policy.

12. Our liability to you

We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your statutory rights as a consumer.

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill.
We are not liable for loss or damage that was not foreseeable at the time the contract was made.
Except where the law says otherwise, our total liability for any one booking is limited to the greater of the price paid for that booking or the amount recoverable under our insurance.
If you are a business customer, we are not liable for loss of profit, loss of business, business interruption or loss of business opportunity.

13. Insurance

We hold public liability insurance covering our cleaning operations. A copy of our certificate is available on request by emailing booking@nvgcleaningservices.co.uk. You remain responsible for insuring your own property and contents.

14. Health, safety and our right to refuse work

Our staff may decline to start, or may stop and leave, where they reasonably believe the environment is unsafe or unsuitable. Examples include severe pest infestation, biohazardous waste, human or animal waste, hazardous materials, extreme unsanitary conditions, unsafe structures, or threatening, abusive or discriminatory behaviour. Where work is stopped for one of these reasons, the booking may be charged in full.

15. Our staff

Our cleaners are vetted and, where applicable, right-to-work checked. Please do not directly employ or engage a cleaner introduced to you by us, other than through us, for 12 months after their last visit. Recruiting and training staff is a significant cost, and a reasonable referral fee may be payable if you wish to do so.

16. Photography

We sometimes take before-and-after photographs for quality-control and marketing purposes. Photographs never include people, identifying documents or anything that identifies your address. If you would prefer we did not photograph your property, simply tell us — we will note it on your record.

17. Complaints

We want to put problems right quickly. Email booking@nvgcleaningservices.co.uk or call 0333 034 7101 with your booking date, address and photographs where relevant. We will acknowledge your complaint within 2 working days and give a full response within 5 working days. If you remain unhappy, you may be able to use an alternative dispute resolution provider, or take the matter to court.

18. Data protection

We handle your personal data in line with our Privacy Policy, which explains what we collect, our lawful basis, how long we keep it and your rights under the UK GDPR.

19. Events outside our control

We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, flood, fire, epidemic, utility failure, road closure or industrial action. We will contact you as soon as possible and arrange a new date; you may cancel and receive a refund for services not yet provided.

20. Changes to these terms

We may update these terms from time to time. The version published on this page when you book is the version that applies to that booking. For recurring bookings we will give you reasonable notice of any material change.

21. General

We may transfer our rights and obligations to another organisation; we will always tell you in writing and this will not affect your rights.
You may only transfer your rights to someone else with our written agreement.
This contract is between you and us; no other person has any right to enforce it.
If any part of these terms is found to be unlawful, the remaining paragraphs continue in force.
A delay in enforcing these terms does not prevent us from enforcing them later.

22. Governing law

These terms are governed by the law of England and Wales, and disputes may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

See also our Privacy Policy and pricing information.