Terms of service

NoxClean (“we”, “us”) operates an online marketplace that connects households (“customers”) with self-employed cleaning professionals (“cleaners”). We are registered in England and Wales, with a registered office at 86–90 Paul Street, London EC2A 4NE.

By creating an account or placing a booking you accept these terms. If you do not accept them, please do not use the service.

We are an introduction and management platform. The cleaning itself is performed by the self-employed cleaner matched to your booking, not by us. We are responsible for operating the platform, vetting cleaners, handling payment, and resolving problems. We are not the cleaner’s employer.

• You must be at least 18 and able to enter a contract.
• You must give accurate details, including a valid mobile number we can reach you on about a visit.
• You are responsible for activity under your account, so keep your password to yourself.
• You may close your account at any time from your profile or by contacting us.

• The price quoted at checkout is calculated from the home size, frequency, and extras you select. It is the price you pay — we do not add booking fees.
• A booking is confirmed once payment is authorised and a cleaner is assigned.
• You may reschedule or cancel free of charge up to 24 hours before the scheduled start.
• Inside 24 hours, or if nobody provides access on the day, we may charge up to the full visit price to cover the cleaner’s lost work.
• Extras can be added or removed from your booking until the cleaner starts the visit. The price is recalculated automatically.

Weekly, fortnightly and monthly bookings continue until you stop them. Each visit is charged separately to your saved card shortly before or after that visit. You can skip, reschedule, or end a recurring booking from your account at any time, subject to the 24-hour notice above.

• Payments are processed by Stripe. We never store your full card details.
• If a payment fails we will notify you and retry. Bookings with unpaid visits may be paused.
• Promotional codes apply to the first eligible visit only unless the code says otherwise, and cannot be combined.
• Refunds are returned to the original payment method, normally within 5–10 working days.

You must make sure the cleaner can get in at the scheduled time, whether by being there, leaving keys as agreed, or providing access instructions in your address notes. Access details are shared only with the cleaner assigned to your booking.

If a clean does not meet a reasonable standard, tell us within 48 hours of the visit. We will arrange a free re-clean of the affected areas or, where that is not practical, refund all or part of the visit. This is in addition to your legal rights.

• Accidental damage caused by a cleaner during a visit booked through the platform is covered. Report it within 48 hours with photographs where possible.
• Cover excludes pre-existing damage, wear and tear, and items that were already fragile, unstable, or improperly fixed.
• We are not liable for loss you could not reasonably have expected, and nothing in these terms limits liability for death, personal injury, or fraud.

Cleaners are introduced to you through the platform. Arranging work with a cleaner you met here outside the platform removes our vetting, cover, payment protection, and guarantee. We ask you not to do it, and we may close accounts that repeatedly do.

Treat cleaners with respect. We will suspend or close accounts involved in abuse, discrimination, harassment, unsafe working conditions, or fraudulent payment activity.

We may suspend or close an account that breaches these terms, or where we are required to by law. You can close your account at any time; any bookings already scheduled will be cancelled under clause 4.

We may update these terms from time to time. If a change materially affects you, we will tell you before it takes effect. Continuing to use the service after that means you accept the updated terms.

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Questions about these terms? Visit our contact page.