What you're agreeing to.

Introduction

Welcome to the NowThen Cleaners LTD. 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 hello@nowthencleaners.co.uk or by phone at 0114 212 7030.

1) Definitions

“Booking” means a booking for Services made by You on our Website

“Services” means cleaning services;

“NowThen Cleaner” means a cleaner or other home services provider employed by us and available through our Website;

“We/us” means NowThen Cleaners LTD, Room 2, Cybor House, 1 Tapton House Road, Sheffield, S10 5BY, UK limited company number 09640551.

“Website” means the website located at www.nowthencleaners.co.uk or any subsequent URL which may replace it;

“You” means a user of this Website.

2) Use of the Website

2.1 Access

You 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.

2.2 Registration

2.2.1 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 hello@nowthencleaners.co.uk or by phone at 0114 212 7030.

2.2.2 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.

2.3 Our rights

We 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.

3) The NowThen Cleaners Service

3.1 The Services are provided by NowThen Cleaners through cleaners who are directly employed by us. Your contract for the Services is with us, and we are responsible for providing the Services to you. On the rare occasion that we use a subcontractor to provide the Services, the subcontractor will have been vetted by us, will hold their own public liability insurance, and we remain responsible to you for the Services under these Terms.

3.2 We recruit, interview, reference-check, train and supervise our NowThen Cleaners, with some of this process reliant on information from or undertaken by third parties. You acknowledge that we cannot guarantee the accurateness or completeness of checks conducted by third parties.

3.3 You agree to provide a safe working environment for NowThen Cleaners and to take appropriate precautions regarding access to your property, valuables and any hazards within it.

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 contract between us and you 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 NowThen Cleaner other than via our Website for the duration of this agreement and in the 6 months after termination of this agreement. Clause 13 sets out what applies if you do.

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 after the scheduled Booking has been completed.

5.6 If any amount due by you is unpaid after the day of the scheduled Booking, we may charge a £10 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 NowThen Cleaners. Offers for new customers can only be redeemed once per household. Other terms and conditions apply. Please contact hello@nowthencleaners.co.uk for further details.

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 Changes and Cancellation by You

7.1 You may change or cancel a Booking up to 72 hours before the scheduled start of your clean either by logging into your NowThen Cleaners account, by email to hello@nowthencleaners.co.uk or by calling 0114 212 7030, in which case the Booking will not be charged.

7.2 For changes or cancellations made less than 72 hours before the scheduled start of your clean, the Booking will be charged at the full amount of the confirmed Booking. This applies to regular and one-off Bookings alike. If we are unable to access the property at the booked time, the visit is treated as a cancellation made less than 72 hours before the clean.

7.3 Further discounts may be provided at the prerogative of NowThen Cleaners LTD to any customer.

8) Insurance

8.1 We have a £5m public liability insurance policy underwritten by a leading insurer, covering every NowThen Cleaner working in your property. There are excesses of at least £250, depending on the specific type of claim, which will be at your cost. Please email us at hello@nowthencleaners.co.uk for more information on this.

9) Access, Keys and Alarms

9.1 Where you provide us with keys, fobs or alarm codes, we hold them securely, identified by a code rather than by your name or address.

9.2 You are responsible for ensuring we can access the property at the booked time. If we cannot gain access, the visit is treated as a cancellation made less than 72 hours before the clean (clause 7.2).

9.3 We are not liable for any loss arising from access arrangements you have chosen (for example a key left in an agreed place), except where caused by our negligence.

10) Your Property, Valuables and Damage

10.1 Please secure cash, jewellery, documents and items of particular value or fragility before the clean. We are not liable for loss of or damage to such items unless you have told us about them in writing before the clean and we have agreed to work around them.

10.2 We are not liable for pre-existing damage, wear and tear, or damage to surfaces and items that are already unstable, faulty or improperly installed, nor for the effect of cleaning on surfaces that are not suitable for standard domestic cleaning products where you have not told us in advance.

10.3 Any damage must be reported to us within 48 hours of the clean, with photographs where possible. We will investigate and, where we are responsible, repair, replace or compensate at our reasonable discretion, subject to the excess in clause 8.

11) What Is and Is Not Included

11.1 The scope of each clean is the checklist shown on the booking form for the service you chose, plus any extras you added. Anything not on it is by prior agreement only.

11.2 We do not: move heavy furniture or appliances; clean external windows above ground level; handle biohazards, bodily fluids, human or animal faeces, mould or pest infestations (these need specialist providers with the right training, equipment and insurance); clean areas that are unsafe to reach; or carry out any task that would require specialist equipment or training.

11.3 If the property is in a substantially worse condition than the booking described, we may need more time than booked. We will tell you before starting and agree either the additional time and cost or a reduced scope.

11.4 If on arrival our cleaners find mould, faeces, an infestation or another condition listed in clause 11.2, they will not clean the affected area. Where the condition means the clean as booked cannot reasonably go ahead, we may cancel the visit and it will be charged in full under clause 7.

12) A Safe and Respectful Working Environment

12.1 You will provide a safe working environment, running water, electricity and, where needed, safe access to the areas to be cleaned.

12.2 Our cleaners work to the NowThen checklist and method for the service you booked. Please give any instructions or priorities through the booking notes or by contacting the office before the clean, rather than to the cleaner during it. You agree not to follow, supervise or direct our cleaners while they work, or to behave in a way that makes them uncomfortable. We are happy to discuss any preference or concern through the office, and the ratings email after every clean is there for exactly that.

12.3 Our cleaners may stop and leave a property, and we may end the booking, if they encounter conditions that are unsafe, unsanitary beyond the scope booked, or behaviour towards them that is abusive, threatening or in breach of clause 12.2. The visit will be charged.

12.4 Pets are your responsibility during the clean. Please either keep pets out of the property while we are there, or be at home and keep them with you. Our cleaners are not able to supervise children or pets. If a pet has been left loose in the property and our cleaners are not comfortable working around it, the clean will be cancelled and charged in full under clause 7.

13) Engaging Our Staff Directly

13.1 Our cleaners are recruited, vetted, trained and employed at our cost. If you engage a NowThen Cleaner directly, or through another company, during your agreement with us or within 6 months after it ends, you agree to pay us an introduction fee of £750.

14) Regular Cleaning: Rates and Ending the Arrangement

14.1 We will give you at least 30 days' notice of any change to your hourly rate.

14.2 You may end a regular weekly or fortnightly arrangement at any time by giving 14 days' notice. The 72-hour rule in clause 7 applies to any single clean already booked within that period.

14.3 Where we need to change your regular day or time, we will contact you first and nothing is confirmed until you agree.

15) Parking

15.1 Where the property is in a controlled parking zone, please tell us at booking and provide a visitor permit or parking where possible. Where none is available, reasonable parking charges incurred in order to carry out the clean may be added to your invoice.

16) Photographs

16.1 Our cleaners may take photographs of areas cleaned for quality control and to resolve any query about a clean. They are stored securely, treated as personal data under our Privacy Policy, and are not published or shared outside NowThen without your consent.

17) Third Party Links

Links to third party websites on the Website are provided solely for your convenience. If you use these links, you leave the Website. We have not reviewed any of these third party websites and do not control and are not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to the Website, you do so entirely at your own risk.

18) Privacy

We process information about you in accordance with our Privacy Policy. By using our Website, you consent to such processing and you warrant that all data provided by you is accurate.

19) Liability

19.1 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.

19.2 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.

19.3 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.

19.4 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.

20) Events Outside Our Control

20.1 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”).

20.2 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.

20.3 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.

21) General

21.1 Intellectual property and right to use

21.1.1 Unless otherwise stated, the copyright and other intellectual property rights in the content on the Website are owned by us or our licensors. Any access or use of the Website for any reason other than your personal, non-commercial use is prohibited.

21.1.2 No part of the Website may be reproduced in any other website or included in any public or private electronic retrieval system or Website without our prior written permission.

21.1.3 You acknowledge and agree that the content contained within the Website is made available for your personal non-commercial use only and that you may download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited.

21.1.4 You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

21.1.5 You may provide us with information and feedback regarding the features and performance of the Service, including reports of failures, errors, or other malfunctions you encounter on the Service along with any associated error messages (the "Feedback"). Feedback provided to NowThen Cleaners LTD may be used by us to improve the Service, and accordingly, you hereby grant NowThen Cleaners LTD a non-exclusive, perpetual, irrevocable, royalty free, worldwide right and license to use, reproduce, disclose, sublicense, distribute, modify and otherwise exploit such Feedback without restriction.

21.1.6 If you publish any content on our Website, such as images, videos, reviews, comments, ratings, profiles or listings, you grant us a worldwide, perpetual, non-exclusive, royalty-free licence to copy, alter, adapt or display such Content on our Website.

21.2 Compliance with laws

The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.

21.3 Written Communications

Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by email. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

21.4 Notices

All notices given by you to us must be given to NowThen Cleaners Limited, UK limited company number 09640551. Registered address: Room 2, Cybor House, 1 Tapton House Road, Sheffield, S10 5BY. We may give notice to you at either the email or postal address you provide to us when making a Booking, or as specified above. Notice will be deemed received and properly served 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email that such email was sent to the specified email address of the addressee.

21.5 Transfer of rights and obligations

21.5.1 The contract between you and us is binding on you and us and on our respective successors and assigns.

21.5.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.

21.5.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.

21.6 Severance

If any part of these Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from these Terms and shall not affect the validity and enforceability of any of the remaining provisions of these Terms.

21.7 Waiver

No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

21.8 Entire Agreement

These Terms and any document expressly referred to in them constitute the entire agreement between us with respect to the subject matter of any contract and supersede any previous communications or agreements between us.

21.9 Our Right to Vary these Terms

We have the right to revise and amend these Terms from time to time. You will be subject to the policies and Terms in force at the time that you book Services from us. Please regularly check on our Website for new versions.

21.10 Law

These Terms and the Contracts shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England. Any dispute or claim arising out of or in connection with the Contracts or their formation (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the courts of England and Wales.

21.11 Contact Information

We can be contacted by phone at 0114 212 7030, by emailing hello@nowthencleaners.co.uk or by post at NowThen Cleaners LTD, Room 2, Cybor House, 1 Tapton House Road, Sheffield, S10 5BY.

22) NowThen Cleaners Guarantee

22.1 Conditions to the guarantee

22.1.1 Any unsatisfactory service must be reported within 48 hours of the service being performed. Failure to inform NowThen Cleaners within this time period will nullify the NowThen Cleaners guarantee.

22.1.2 NowThen Cleaners 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 NowThen Cleaners guarantee.

22.1.3 Before discussing any partial or full refund, NowThen Cleaners may choose to send a cleaner back to the property to repeat the service. Failure to accept this repeat service will nullify the NowThen Cleaners guarantee.

22.1.4 NowThen Cleaners will seek to establish a fair price for service based upon what items on the checklist were completed, and what tasks were not completed.