Welcome to the NeatNest website terms and conditions for use (“Terms”).
By accessing this Website and/or making a Booking for Services, you agree to be bound by the Terms outlined below. If you disagree with these Terms, please refrain from using our Website. Should you have any questions about these Terms, feel free to contact our support team at info@neatnest.com before placing an order.
1. DEFINITIONS
“Booking” refers to a reservation for Services made by You on our Website. “Services” encompass cleaning services or other home services. “Cleaner” denotes a cleaner or other home services provider available through our Website. “We/us” signifies Neatnest, located at Flat 2, 1 Edith Villas, London, W14 8UP, with Company Registration Number Todo. “Website” pertains to the website found at https://neatnest.com or any subsequent URL replacing it. “You” designates a user of this Website.
2. USE OF THE WEBSITE
2.1 Access You are granted access to this Website in accordance with these Terms, and any Booking made must adhere strictly to these Terms. 2.2 Registration 2.2.1 By registering as a user on our Website, you affirm that: (a) the personal information provided during registration and/or Booking is true, accurate, current, and complete; and (b) any changes to this personal information will be promptly communicated to us by contacting our customer service representatives via email at info@neatnest.com. 2.2.2 You agree not to impersonate any other person or entity or use a false name or a name you are not authorized 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 acknowledge that we shall not be liable to you or any third party for any such modifications or withdrawals; and/or (b) change these Terms periodically, as explained below. If you disagree with amended terms, cease using the Website. Continued use implies acceptance of the amended terms.
3. THE HOUSEKEEP SERVICES PLATFORM
3.1 We function as a booking agency for self-employed Cleaners. Our contract with you is restricted to providing access to our Website. 3.2 Your Cleaner is responsible for delivering Services to you, and you have a direct contract with the Cleaner regarding Service provision. This contract excludes us. You and the Cleaners are accountable for any taxes or damage resulting from the Services. 3.3 We conduct reviews, interviews, and checks of Cleaners, with some processes relying on information from or conducted by third parties. You acknowledge that we do not guarantee the accuracy or completeness of such checks, whether conducted by us or third parties. 3.4 You acknowledge using Cleaners at your own risk, agreeing to provide a safe working environment for them and taking appropriate precautions for supervision. 3.5 In case of a Service-related dispute, we may act as a mediator upon your request, provided you promptly notify us of the dispute's facts and offer necessary information and assistance. We make no guarantee regarding the effectiveness of any mediation, and you remain solely responsible for resolving disputes with Service Providers, including payments made to settle a dispute. 3.6 We are not liable for damage, including but not limited to damage caused by corrosive cleaning products, spillages, items requiring specialist care or cleaning products, cleaning equipment damage due to lack of provided instructions, pre-existing property or equipment damage, and unforeseen or unpreventable damage as providers of the website.
4. BOOKING SERVICES
4.1 By placing an order on our Website, you affirm that you are legally capable of entering binding contracts and are at least 18 years old. 4.2 All Bookings are subject to our acceptance. We confirm acceptance by sending you an email on behalf of the selected Cleaner, constituting the “Visit Confirmation.” Contracts between us and you and between you and the Cleaner form only upon receipt of the Visit Confirmation. 4.3 You agree not to book Services from any Cleaner outside our Website during this agreement's duration and within 6 months after termination.
5. PRICE AND PAYMENT
5.1 Service prices are quoted on our Website, except in cases of obvious error. 5.2 Prices may change, but changes won't affect orders for which we've sent a Visit Confirmation email. 5.3 We strive for a secure Booking process but aren't responsible for fraudulent use of lost payment cards on our Website. 5.4 Maintain a valid payment card with us, and inform us immediately if card details become invalid. 5.5 Authorize us to seek pre-authorization and charge your payment card on the scheduled Booking day or afterward. 5.6 Unpaid amounts after the Booking day may incur a £10 administration fee and monthly interest. 5.7 NeatNest's referral scheme allows eligible users to share referral codes. We reserve the right to withdraw and deactivate codes, links, and benefits at any time.
6. BOOKING CANCELLATION BY US
6.1 Violation of the Terms results in automatic termination of your permission to use Services and the Website. 6.2 We retain the right to cancel any Booking without notice or cause.
7. BOOKING CANCELLATION BY YOU
7.1 You may cancel or reschedule a Booking up to 48 hours before the scheduled time for free. 7.2 Cancellations after 48 hours are subject to a 50% charge, and after 24 hours, a 75% charge applies. 7.4 If your Cleaner arrives but can't gain entry or start the clean, you'll be charged the full Booking price.
8. INSURANCE
8.1 We hold a £2m public liability insurance policy, but excesses (at least £250) for specific claims are your responsibility. 8.2 The policy covers extreme circumstances, e.g., serious injury to the Cleaner.
9. THIRD PARTY LINKS
Links to third party websites are provided for convenience, and we aren't responsible for their content. Use them at your own risk.
10. PRIVACY
We process your information per our Privacy Policy. By using our Website, you consent to this processing and warrant accurate data provision.
11. LIABILITY
11.1 Our liability for losses due to us breaking this agreement is strictly limited to the purchase price of Services in the previous six months. 11.2 This limitation excludes liability for death, personal injury from negligence, fraud, fraudulent misrepresentation, or illegal exclusion of liability. 11.3 We aren't responsible for indirect losses resulting from the main loss or damage, including loss of income, business, profits, contracts, savings, data, or office time, regardless of cause. 11.4 We aim to secure your Booking and payment details but aren't liable for losses if a third party gains unauthorized access.
12. EVENTS OUTSIDE OUR CONTROL
12.1 We aren't liable for failure or delay due to events beyond our reasonable control (“Force Majeure Event”). 12.2 A Force Majeure Event includes acts, events, non-happenings, or accidents beyond our control, like strikes, civil commotion, natural disasters, government actions, etc. 12.3 Our performance under any Contract is suspended during a Force Majeure Event, with an extension for the event's duration. We'll endeavor to resolve or find a solution despite the event.
13. GENERAL
13.1 Compliance with Laws The Website may only be used for lawful purposes, adhering to applicable laws. 13.2 Written Communications Communication is mainly electronic, with acceptance of electronic communication for contracts, notices, and information. 13.3 Notices Notices from you to us must be sent to NeatNest at Flat 2, 1 Edith Villas, London, W14 8UP. We may notify you via email or the provided postal address during Booking. 13.4 Transfer of Rights and Obligations The contract binds both parties and may not be transferred without written consent. 13.5 Severance Unlawful or unenforceable provisions won't affect the validity of remaining provisions. 13.6 Waiver No waiver by us is a waiver of succeeding breaches. 13.7 Entire Agreement These Terms and referenced documents constitute the entire agreement, superseding previous communications or agreements. 13.8 Right to Vary Terms We reserve the right to revise and amend these Terms; check our Website regularly for updates. 13.9 Law These Terms and Contracts are governed by English law, with submission to the exclusive jurisdiction of English courts. 13.10 Contact Information Contact us at info@neatnest.com or Flat 2, 1 Edith Villas, London, W14 8UP.
