Terms of service

These terms apply when you use the NOX CLEAN website or book a clean through it. They are between you and NOX CLEAN, of 103B Central Park Road, E6 3DW (“we”, “us”).

By creating an account or booking a clean, you agree to these terms, our cancellation policy and, if you use it, our referral terms. Our privacy policy explains how we use your personal data.

Nothing in these terms affects your legal rights as a consumer. Where a term says otherwise, your legal rights win.

NOX CLEAN is a platform that connects you with independent, self-employed cleaning professionals. We vet each cleaner, take your booking and payment, match you with a cleaner, and support you before, during and after the clean. The cleaning itself is carried out by the cleaner assigned to your booking.

We are responsible to you for the booking you make with us: if something goes wrong, contact us and we will deal with it.

• You must be 18 or over to create an account.
• Give us accurate details, including the address to be cleaned and a phone number we can reach you on, and keep them up to date.
• Keep your password private. If you use “Continue with Google”, keeping your Google account secure keeps your account secure. Tell us at once if you think someone else has used your account.
• You are responsible for bookings made through your account.

• The price is worked out from what you tell us about the property and the job. Please describe it accurately.
• Bookings must be made at least 24 hours before the clean.
• Your booking is confirmed when your payment goes through and we email you a confirmation. We then assign a cleaner and let you know who is coming.
• If the property or the job is materially different from what you described (for example, more rooms, or a far heavier clean than booked), the cleaner may only be able to do part of the job in the time booked. We will talk to you before charging anything extra, and you can say no.
• Occasionally we may not be able to provide a clean, for example if no cleaner is available. If so, we will offer another time or refund you in full.

• Prices are in pounds sterling. The total shown before you pay, including any VAT, is what you pay.
• You pay by card when you book. Card payments are processed securely by Stripe; we never see or store your full card number.
• Discount and referral codes cannot be exchanged for cash. A booking takes one discount.
• Refunds go back to the card you paid with. Your bank may take a few working days to show them.

• You can move a booking to another date or time from your account up to 24 hours before it starts.
• You can move each booking online up to 2 times. After that, contact us and we will help.
• Moving a booking may mean a different cleaner, because yours may not be free at the new time.
• Inside the 24 hours before the start, contact us and we will do what we can.

• You can cancel free of charge up to 24 hours before the clean is due to start, and we refund you in full.
• If you cancel later than that, we charge 50% of the booking price, because your cleaner has kept that time for you and usually cannot fill it at short notice. We refund the rest.
• If your cleaner cannot get into the property within 30 minutes of the agreed start time, the visit is charged in full.
• If we cancel, or cannot provide a cleaner, you get a full refund.

Your right to cancel. As a consumer you have 14 days from booking to cancel a contract made online, for a full refund. If you ask for a clean to take place within those 14 days, you agree that we can start within that time, and if you then cancel, you pay only for any cleaning already carried out.

Our cancellation policy has more detail.

• Access: please make sure the cleaner can get in at the agreed time, by being there or by leaving clear access instructions in your booking.
• Equipment: unless you have chosen the option for your cleaner to bring products, please provide cleaning products, a vacuum cleaner, a mop and a bucket. Cleaners travel between homes and cannot carry this equipment.
• A safe place to work: please tell us in advance about pets, anything fragile or valuable, and anything a cleaner should not touch. Cleaners can decline tasks that are unsafe, such as working at height without proper equipment or handling hazardous materials.
• Respect: please treat cleaners with courtesy. We will not tolerate abuse or harassment of cleaners or our team.

Tell us within 48 hours of the clean, ideally with photos, and we will put it right. That usually means sending a cleaner back to redo the areas missed, at no cost.

End of tenancy cleans come with a 72-hour re-clean guarantee: if your letting agent or landlord raises something within 72 hours of the clean, send us their report and we will come back and fix it free of charge.

This is in addition to your legal right to have the service carried out with reasonable care and skill.

• Cleaners working through NOX CLEAN are covered by public liability insurance. If something is damaged during a clean, tell us within 48 hours with photos and we will look into it.
• We are not responsible for damage that was already there, normal wear and tear, or loss caused by your not telling us about something fragile, valuable or faulty.
• If we break these terms, we are responsible for loss or damage you suffer that was a foreseeable result. We are not responsible for loss that was not foreseeable, or for business losses.
• We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by negligence, or for fraud.

Our cleaners find their work through NOX CLEAN. Please book the cleaners you meet through us only through NOX CLEAN, and do not ask them to work for you privately. We may close the account of anyone who does.

After a clean you can leave a review. Please be honest and fair. Reviews are shown with your first name only. We may remove reviews that are abusive, unlawful, or not about a genuine clean.

You can ask us to close your account at any time.

We may suspend or close an account if it is used for fraud, abuse or to break these terms seriously. If we do, we refund any cleans you have paid for that have not yet taken place, less any charge these terms allow for.

These terms are written for customers. Cleaners working through NOX CLEAN are self-employed, not our employees. Before approval we check their identity and right to work in the UK. Payouts for completed jobs are made weekly to the bank account on file, and changes to that account take effect only after our team approves them.

If something has gone wrong, email info@noxclean.com or call +447309848578. We aim to reply within two working days and to resolve things fairly and quickly.

We may update these terms, for example when our service or the law changes. The date at the top shows when they last changed. If a change materially affects you, we will email you at least 14 days before it takes effect. Bookings already made keep the terms that applied when you booked.

These terms are governed by the law of England and Wales, and the courts of England and Wales can hear any dispute. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.