These Terms & Conditions set out the rules for using this website and the terms that apply when you book cleaning services with NE Cleaning (“we”, “us”, “our”). By using this website or booking our services, you agree to these Terms.
1. About us
Trading name: NE Cleaning
Website: NECleaning.uk
Email: hello@necleaning.uk
Telephone: 01670 708 205
Business address: St Nicholas Manor, Cramlington, NE23 1AZ
2. Definitions
- “Booking” means a confirmed appointment for cleaning services.
- “Services” means the cleaning services we provide, as agreed in writing (including email/SMS/WhatsApp).
- “You/Customer” means the person or organisation booking the Services or using this website.
- “Property” means the location where the Services are carried out.
3. Website use
- You must not use this website in any way that causes, or may cause, damage to the site or impairment of availability or access.
- You must not attempt to gain unauthorised access to the website, server, or any connected systems.
- Content on this website is provided for general information and may be updated without notice.
4. Quotes, scope, and service standards
- Quotes are based on the information you provide (property size, condition, access, required tasks, timing). If the actual condition differs, the price and/or time required may change.
- We clean in line with the agreed scope. Unless specifically included, Services do not cover specialist restoration, biohazard cleaning, mould remediation, pest removal, or building/maintenance work.
- For one-off deep cleans, end of tenancy cleans, after builders cleans, or heavily soiled properties, additional time or a higher rate may apply.
- We aim for a high standard every visit. Some staining, permanent limescale damage, or wear-and-tear may not be fully removable.
5. Bookings and confirmation
- A Booking is only confirmed once we have agreed the date/time and you have received written confirmation from us (email/SMS/WhatsApp) or the Booking is shown as confirmed in our system.
- We can refuse or cancel a Booking if we believe the Property is unsafe, access is not available, or the booking details are misleading or incomplete.
6. Prices and payment
- Prices are shown in pounds sterling (GBP) and include any agreed materials/consumables unless stated otherwise.
- Payment terms: Depending on agreement: payment due on completion/payment due in advance/deposit required”.
- Accepted payment methods: Bank Transfer/Card Payment.
- If an invoice is overdue, we may pause future Services until payment is received and may charge reasonable recovery costs and statutory interest where applicable.
7. Cancellations and rescheduling
- If you need to cancel or reschedule, contact us as soon as possible.
- Cancellation fees: less than 48 hours notice = 50%”, “less than 24 hours = 100%”.
- If we attend and cannot access the Property or cannot safely carry out the Services, we may charge a call-out fee.
- We may need to reschedule due to staff illness, severe weather, emergencies, or events outside our control. Where this happens, we will offer the earliest suitable alternative.
8. Your responsibilities
- Provide safe access to the Property at the agreed time (keys, codes, parking arrangements, concierge details, etc.).
- Tell us about hazards or special requirements before the Booking (e.g. fragile items, valuable surfaces, known faults, new paint, unsafe flooring, alarms, pets, or restricted areas).
- Secure or remove valuables and items of sentimental value before we arrive.
- Provide access to hot water and electricity unless agreed otherwise.
9. Keys, entry, and alarms
- If you provide keys, you authorise us to use them solely to deliver the Services.
- You must provide correct alarm instructions. We are not responsible for call-outs caused by incorrect codes/instructions.
10. Products and equipment
- We may use our own professional products and equipment unless agreed otherwise.
- If you request that we use your products, you confirm they are suitable and safe for the surfaces involved. We are not liable for damage caused by unsuitable customer-supplied products.
- We will not use products or methods that we believe could be unsafe or damage surfaces.
11. Breakages, damage, and reporting
- Accidents are rare, but if something is damaged during a clean, we will investigate promptly.
- You must report any concerns or alleged damage within 48 hours of the Service completion (or before the next Booking, whichever is sooner), with supporting photos where possible.
- We are not liable for pre-existing damage, wear and tear, poor installation, or items that are already unstable (e.g. loose tiles, flaking paint, weak fittings).
12. Complaints and re-clean policy
- If you are unhappy with any aspect of the Services, contact us within 48 hours so we can put it right.
- Where appropriate, we may offer a re-clean of the affected area(s) within a reasonable timeframe. This is your primary remedy before any refund is considered.
- Refunds are not available for issues outside the agreed scope or where access to rectify is not provided.
13. Liability
- Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UK law.
- Subject to the above, our total liability for any claim connected to the Services is limited to the value of the Booking in question.
- We are not liable for indirect or consequential losses (including loss of profit, loss of business, or loss of opportunity).
- If you are a business customer, additional limitations may apply to the maximum extent permitted by law.
14. Consumer rights (UK)
If you are a consumer, UK consumer law applies. Nothing in these Terms affects your statutory rights.
15. Right to cancel (distance/online bookings)
- If you book as a consumer online, you may have a legal right to cancel within 14 days.
- If you request that we start the Services during the 14-day cancellation period, you may lose the right to cancel once the Services are fully performed. If you cancel after work has started, you may need to pay for the Services provided up to the cancellation point.
16. Privacy and data protection
We handle personal data in line with our Privacy Policy. Please review our Privacy Policy for details of what we collect, how we use it, and your rights.
17. Intellectual property
- All content on this website (text, branding, logos, images, and design) is owned by us or licensed to us.
- You may not copy, reproduce, or reuse content without written permission.
18. Third-party links
This website may include links to third-party websites for convenience. We do not control those sites and are not responsible for their content or policies.
19. Changes to these Terms
We may update these Terms from time to time. The latest version will always be published on this page. If you continue to use the website or book Services after changes are published, you accept the updated Terms.
20. Governing law
These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
21. Contact
If you have questions about these Terms, contact us at hello@necleaning.uk or call 01670 708 205.
Last updated: 9 January 2026