Our business operates as follows: we aim to link people and businesses who want to use various property-related services, such as plumbing, electrical, cleaning, heating, decorating and maintenance services, with people who want to provide those sorts of services.
At the moment, all of the people that we use in order to provide the services you want to use are employed by us, and so any contract for services made through this website are made between you (whether you are a business or a consumer) and us. We also sell a range of goods, and these terms apply to those sales too.
These terms set out the legal contract that applies when you purchase products and services from us, Nettoyer Limited (“we” “us” or “our”), located at https://www.nettoyer.co.uk/ (our “website”). Nettoyer Limited is a company registered in England under company number 8830618, and our register office is at Suite A, 4 – 6 Canfield Place, London NW6 3BT.
We’ve worked hard to make these terms easy to understand and avoid legal jargon. Please read them carefully because they are legally binding.
We try our best to keep these terms up to date, and we therefore amend them from time to time.
Do, please, check back every now and then, and always before you make a new booking with us, as the latest version of these terms will apply, always.
We expect you to read these terms carefully and agree to them before you use our website, and before you seek to make any bookings through this website.
These terms expressly supersede any prior agreements or arrangements between us and you relating to this website and to our services and goods.
These terms apply to the extent they do not conflict with any other terms that we specifically and separately agree with you.
By using our website, and also by making any booking for services via this website, you explicitly confirm that you accept these terms.
If you do not agree to these terms, you may not access or use this website or any of the services or goods that we provide.
We recommend that you keep a copy of these terms for future reference.
1. Where to find information about us, our products, and services.
1.1 You can find everything you need to know about us, and our services on our website before you place a booking. We also confirm the key information to you by email.
2. Whether you need help with plumbing and electrical, or cleaning and maintenance, our skilled staff are ready to get the job done. When you book a service through our website, we send the right person to help. We don’t give business customers all the same rights as consumers.
2.1 For example, business customers can’t cancel their bookings, they have different rights where there is a problem with a product or service, and we don’t compensate them in the same way for losses caused by us or our services.
2.2 Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying services wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.
3. When you book with us you are agreeing that:
• We only accept bookings when we’ve checked them.
• Sometimes we reject bookings. To be absolutely clear: we are free to decide to accept or reject a request for services – unless we confirm our acceptance of your request, we have not agreed to it, and we are not bound to provide the particular services that you have asked for.
• We charge you when [you book OR we accept your booking OR we supply your product or service].
• We charge interest on late payments.
• We pass on increases in VAT.
• We’re not responsible for delays outside our control.
• Products which are goods can vary slightly from their pictures.
• We charge you if you don’t give us information we need or do preparatory work as agreed with us.
• If you are a consumer and you booked online, [or over the telephone] you have a legal right to change your mind.
• You can end an on-going contract.
• You have rights if there is something wrong with your product or service.
• We can change our products, services, and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw services.
• We can end our contract with you.
• We don’t compensate you for all losses caused by us or our services.
• We use your personal data as set out in our Privacy Policy.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.
4. If you are a business customer this is our entire agreement with you.
4.1 If you are a business customer these terms constitute the entire agreement between us in relation to your purchase.
4.2 You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
5. Our staff.
5.1 We take great care in selecting our staff, ensuring that each member is fully qualified and holds the necessary licences to perform their respective roles. We conduct thorough background checks and maintain ongoing training to ensure that our team meets professional standards.
5.2 We provide comprehensive insurance coverage for our employees while they are performing their duties. We also take full responsibility for employment-related expenses (for example salaries, pensions, sick pay and national insurance).
6. We only accept bookings when we’ve checked them.
6.1 We contact you to confirm we’ve received your booking and then we contact you again [(normally within [period])] to confirm we’ve accepted it.
7. Sometimes we reject bookings.
7.1 Sometimes we reject bookings, for example, because a product is unexpectedly out of stock, because we can’t verify your age (where the product is age-restricted), because you are located outside the UK or because the product or service was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
8. Our charges.
8.1 Our charges for goods and services are as set out on our website, and will be updated from time to time. Charges stated on the website include the cost of basic equipment and incidental cleaning products.
8.2 Specialist equipment, parts and additional cleaning materials and additional labour may incur additional charges. We will let you know that additional charges will be payable before we incur them.
9. We usually charge you when you book.
9.1 For some services we take payment at regular intervals, as explained to you during the booking process. For those services, we will invoice you on a monthly basis for services provided during that month. Payment is due by the end of the following month, unless we’ve agreed to different terms in writing.
9.2 If you order goods, you will own the goods once we have received payment in full.
9.3 VAT will be added to our charges as required by law at the time of booking or invoicing, depending on the goods or service we provide.
10. We pass on increases in VAT.
10.1 If the rate of VAT changes between your booking date and the date we supply the product or service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
11. If you are a business customer you have no set-off rights.
11.1 If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
12. We charge interest on late payments.
12.1 If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of [4]% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
13. Your responsibilities (if you are a business).
13.1 You agree to provide, at no charge, suitable space for our equipment and materials, as well as necessary utilities like lighting, hot water, etc., to enable us to perform our services efficiently.
You also agree to ensure that your premises are safe for our staff to work in.
14. We’re not responsible for delays outside our control.
14.1 If our supply of services or products is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any services you have paid for in advance, but not received.
15. We charge you if you don’t give us information we need or do preparatory work as agreed with us.
15.1 We charge you additional sums if you don’t give us information we’ve asked for about how we can access your property for delivery, installation or to provide services or if you don’t do preparatory work, as agreed with us. For example, we might need to re-deliver on another vehicle or with extra manpower, or reschedule services.
16. Parking charges.
16.1 You must tell us in advance if the person providing the services at your premises requires a parking permit, and you will either provide that permit to the person, or you will pay for any additional parking charges incurred.
16.2 If it is not possible to park at your premises (or within a very short distance), you must tell us when making your booking.
17. If you are a consumer and you booked online, you have a legal right to change your mind.
17.1 Your legal right to change your mind. For most of our products and services, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including any delivery costs. This is subject to some conditions, as set out below.
17.2 When you can’t change your mind. You can’t change your mind about a booking for:
• services, once these have been completed;
• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• goods which become mixed inseparably with other items after their delivery.
17.3 The deadline for changing your mind. If you change your mind about a product or service you must let us know no later than 14 days after:
• the day we deliver your product, if it is goods. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
• the day we confirm we have accepted your booking, if it is for a service, for example cleaning services.
17.4 How to let us know. To let us know you want to change your mind, contact our Customer Service Team: [link to or website address for customer service team page or telephone number for team] OR [fill in the online form [at [link to, or web address of, online cancellation form].
18. Returns and refunds.
18.1 Only ifIf you are a consumer, you may change your mind. If you change your mind and you want to return a product, you must do so within 14 days of telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you ordered the product. You can:
• contact our Customer Service Team. You will need your email receipt and the card you paid with.
• send the product back to us, using an established delivery service. You should keep a receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, including our collection arrangements for goods which can’t be posted, contact our Customer Service Team.
18.2 We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.
18.3 You have to pay for services you received before you change your mind. If you booked a service (such as cleaning or maintenance services) we don’t refund you for the time you were receiving it before you told us you’d changed your mind.
18.4 We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, the packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we’re likely to reduce your refund.
18.5 When and how we refund you. If your product is a service, or goods that haven’t been delivered or that we’re collecting from you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.
19. You can end an on-going contract.
19.1 If you are a business , you may end an on-going service by providing no less than 3 months’ notice in writing. If you are a consumer, you can end an on-going service at any time by giving 1 month’s written notice.
20. Notices.
20.1 If you need to give us notice, this must be in writing and sent to our registered office at Suite A, 4-6 Canfield Place, London, England, NW6 3BT, or alternatively emailed to info@nettoyer.co.uk . If sent by post, the notice is considered served 24 hours after posting. If delivered by hand, it is served at the time of delivery. If delivered by email within normal business hours (9am – 5pm on Weekdays, excluding public holidays), notice is served immediately. If delivered outside normal business hours, notice is served when normal business hours resume. If you have any questions, please contact our Customer Service Team.
21. Cancelling a visit.
21.1 You can cancel an appointment for services by written notice to us not less than [24] hours before the start time of the scheduled visit. We will charge the full cost of the scheduled visit if notice is given after this time.
22. You have rights if there is something wrong with your product or service.
22.1 If you have any concerns about our work quality, staff conduct, attendance, or any damage caused by our staff, please report it in writing to our Customer Service Team: [link to or website address for customer service team page or telephone number for team].
a) Your rights and remedies if you are a consumer. We honour our legal duty to provide you with products and services that are as described to you on our website and that meet all the requirements imposed by law. If you encounter any issues with our products or services, please report them to our Customer Service Team. We are committed to investigating your concerns promptly and thoroughly. We may, at our sole discretion, offer you a repair, replacement, or refund for the product or service in question. These terms do not affect your statutory rights.
b) Your rights if you are a business. We warrant that on delivery, any products which are goods shall:
– conform in all material respects with their description;
– be free from material defects in design, material and workmanship;
– be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and
– be fit for any purpose held out by us.
c) Your remedies if you are a business. Unless an exception applies, if:
– you give us notice in writing within a reasonable time of discovery that a product or service does not comply with the business customer warranty;
– we are given a reasonable opportunity of examining a goods product; and
– you return any products which are goods to us at our cost,
we shall, at our option, repair or replace the defective product; remedy inadequate services; or refund the price of the defective goods or services in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired, remedied or replacement goods and services supplied by us.
d) Exceptions to business customers’ warranty. We will not be liable for a product or service’s failure to comply with the business customer warranty (see “Your rights if you are a business”) if:
– you make any further use of such product or service after telling us it is non-compliant;
– the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;
– you alter or repair the product without our written consent; or
– the defect arises because of fair wear and tear, wilful damage, negligence, or abnormal working conditions.
23. We can change products, services and these terms.
23.1 We can always change a product or service:
• to reflect changes in relevant laws and regulatory requirements; and
23.2 to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect your use of the product or service.
23.3 As we grow and improve, we might have to make changes to these terms. We will do this by uploading the latest version with a date confirming when they went live. The new terms will not affect any bookings placed prior to the time of go-live of any new terms, but will apply to future orders placed after the time of such new terms.
24. We can suspend supply (and you have rights if we do).
24.1 We can suspend the supply of a product or service. We do this to:
– deal with technical problems or make minor technical changes;
– update the product or service to reflect changes in relevant laws and regulatory requirements; or
– make changes to the product or service (see “We can change products and these terms”).
25. We let you know, may adjust the price and may allow you to terminate.
25.1 We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we’re going to suspend supply, for more than 30 days, you can contact our Customer Service Team to end the contract and we’ll refund any sums you’ve paid in advance for products or services you won’t receive.
26. We can withdraw products and services.
26.1 We can stop providing a product or service. We let you know in advance and we refund any sums you’ve paid in advance for products or services which won’t be provided.
27. We can end our contract with you.
27.1 We can end our contract with you for a product or service and claim any compensation due to us (including enforcement costs) if:
• you don’t make any payment to us when it’s due and you still don’t make payment within 14 days of our reminding you that payment is due;
• we consider that your premises (or the premises where the services are being carried out) are not safe for our staff to work in;
• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product or service effectively; or
• you don’t, within a reasonable time, either allow us to deliver products to you or collect it from us.
28. We don’t compensate you for all losses caused by us or our products and services.
28.1 Our liability to consumers. We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
– Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your booking meant we should have expected it (so, in the law, the loss was unforeseeable).
– Caused by a delaying event outside our control. As long as we have taken the steps set out in the section we’re not responsible for delays outside our control.
– Avoidable. Something you could have avoided by taking reasonable action.
– A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in “Your rights if you are a business”.
28.2 Our liability to businesses. If you’re a business, then, except in respect of the losses described in Losses we never limit or exclude:
– we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
– our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to one hundred per cent (100%) of the total sums actually paid by you for products and services under such contract at the time of the claim.
(a) Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:
– death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
– fraud or fraudulent misrepresentation;
– breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
– defective products under the Consumer Protection Act 1987; or
– any matter in respect of which it would be unlawful for us to exclude or restrict liability.
(b) No implied terms about goods. Except to the extent expressly stated in “Your rights if you are a business”, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.
29. We use your personal data as set out in our Privacy Policy.
29.1 How we use any personal data you give us is set out in our Privacy Policy.
30. Your Nettoyer account.
To make bookings on our website, you must create an account. To create an account on our website, you must be at least 18 years of age and capable of entering into legally binding contracts. By creating an account, you confirm that you meet these criteria.
You are responsible for maintaining the confidentiality of your account login information and are fully responsible for all activities that occur under your account. You agree to immediately notify us of any unauthorised use, or suspected unauthorised use, of your account or any other breach of security. Your account is personal to you and may not be transferred or sold to another party. You may not use anyone else’s account at any time without the permission of the account holder.
31. Using our website.
You agree not to use the website or services for any purpose that is unlawful or prohibited by these terms. You may not use the website or services in any manner that could damage, disable, overburden, or impair the website, or interfere with any other party’s use and enjoyment of the website or services.
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.
32. You have several options for resolving disputes with us.
(a) Customer Service Team. Our Customer Service Team will do their best to resolve any problems you have with us or our products or services. Please contact them at [email] for assistance.
(b) Resolving disputes without going to court (consumers only). Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to the Dispute Resolution Ombudsman through their website at https://www.disputeresolutionombudsman.org. If you’re not satisfied with the outcome you can still go to court.
(c) You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.
33. Other important terms apply to our contract.
(a) We can transfer our contract with you, so that a different organisation is responsible for supplying your product or service. We’ll tell you in writing if this happens and if you are a consumer we’ll ensure that the transfer won’t affect your rights under the contract.
(b) You can only transfer your contract with us to someone else if we agree to this. If you’re a business you need our agreement to transfer your contract with us and it’s entirely up to us whether we give it.
(c) Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
(d) If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
(e) Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
These terms were last updated on 29 May 2024
