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Terms of Service

These terms set out the basis on which New Order Clean provides cleaning services to you. Please read them carefully before booking.

Last updated: 27 April 2026

1. About these terms

These Terms of Service (“Terms”) form a contract between you (“you”, the “Customer”) and New Order Clean (“we”, “us”, “our”), based in London, United Kingdom, when you request or book any of our cleaning services.

By confirming a booking — whether by email, phone, text message, or any other method — you agree to these Terms. If you do not agree, please do not book our services.

2. The services we provide

We offer a range of professional cleaning services, including:

  • Communal and social area cleaning;
  • Office cleaning (one-off, daily, weekly, monthly);
  • End-of-tenancy cleaning;
  • Deep and one-off cleaning;
  • After-builders cleaning;
  • Specialised cleaning (oven, carpet, upholstery, steam, floor restoration, and similar).

The exact scope of work for each booking will be agreed in writing before the work starts, either in your quote or by email confirmation.

3. Quotes and bookings

All quotes are based on the information you provide about the property and the work required. We reserve the right to revise a quote if, on arrival, the actual condition of the property differs significantly from what was described — for example, if the property is substantially larger or in a materially worse condition. Any change will be discussed and agreed with you before further work is carried out.

A booking is confirmed once we have provided you with a written confirmation of the agreed date, time, scope, and price.

4. Pricing and payment

All prices are quoted in pounds sterling (GBP). Unless stated otherwise, prices include any applicable taxes.

Payment terms (including any deposit and the method of payment) will be set out in your quote. Invoices for completed work are payable within 7 days of the invoice date, unless otherwise agreed in writing.

We may charge interest on overdue invoices at the statutory rate set out in the Late Payment of Commercial Debts (Interest) Act 1998.

5. Cancellation and rescheduling

We understand that plans change. To help us plan our team and avoid losing other bookings, please give us as much notice as possible if you need to reschedule or cancel:

  • More than 48 hours before the booking: free of charge.
  • Less than 48 hours before the booking: we may charge a cancellation fee of up to 50% of the agreed price to cover staffing costs.
  • Same-day cancellation or no access on arrival: we may charge up to 100% of the agreed price.

For consumers in the UK, this does not affect any statutory cancellation rights you may have under the Consumer Contracts Regulations 2013.

6. Access to the property

You are responsible for providing safe and timely access to the property at the agreed time, and for ensuring that running water and electricity are available. If we cannot access the property within 30 minutes of the agreed start time, we may treat the booking as a same-day cancellation.

You agree to inform us in advance of any unusual hazards (for example, asbestos, broken glass, biohazards, or hostile pets) so we can plan the work safely.

7. Our obligations

We will carry out the agreed work with reasonable care and skill, in line with industry standards, using appropriate equipment and products. Our team is:

  • DBS-checked and trained;
  • Covered by full public liability insurance;
  • COSHH-aware in the handling of cleaning chemicals.

8. Liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited or excluded under English law.

Subject to the above, our total liability to you for any claim arising out of or in connection with the services is limited to the amount you have paid us for the services giving rise to the claim, or £1,000, whichever is greater, and is also subject to the limits of our public liability insurance.

We are not liable for:

  • Damage to fragile, antique, or valuable items where we were not told of their special nature in advance;
  • Existing damage or wear and tear that becomes more visible after cleaning;
  • Outcomes that depend on the condition of the property (for example, ingrained stains that cannot be fully removed) where we have used appropriate methods.

9. Complaints and the “fix it” promise

If you are not satisfied with any part of the work, please tell us within 24 hours of the service being completed. We will return as soon as reasonably possible to put right any issue covered by the agreed scope of work, free of charge.

10. Health, safety, and conduct

Our staff have the right to work in a safe and respectful environment. We may pause or end a job if our team is exposed to abusive behaviour, unsafe conditions, or a substantially different scope of work than was agreed. In such cases, full payment for the time worked may still be due.

11. Privacy

We process personal information about you in accordance with our Privacy Policy, which forms part of these Terms.

12. Changes to these terms

We may update these Terms from time to time. The version that applies to your booking is the version in force on the date the booking was confirmed. The “Last updated” date at the top of this page reflects the most recent version published on the website.

13. Governing law and jurisdiction

These Terms and any contract for services between you and us are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact

If you have any questions about these Terms, please contact us: