Terms and Conditions

This page tells you the terms of use when making a booking with us.

The Terms of Service form a legal contract between the individual using the Service (“you,” “the Customer,”) and NAO Services Ltd (“Company,” “we,” “us,”, “Cleaning Company.” )

Please read these terms of use carefully. By using our site and/or making a booking via email, phone or online, you indicate that you accept these terms of use and that you agree to abide by them. If you have any queries concerning our Terms and Conditions, please contact us to discuss the matter further.


Unless advised otherwise by the Customer, the Company will supply all the relevant cleaning products and equipment for the clean, barring any and all specialist products that the Customer wishes us to use on individual  items.

The price quoted to the Customer will not be reduced even if all cleaning products are supplied by the Customer.



1.1 Pricing and Parking

  • 1.1.1 Prices quoted by the Company are based on theindividual needs of the Client and frequency and type of service used.  There is no blanket pricing policy.
  • 1.1.2 We reserve the right to amend the initial quotation if, upon inspection of the property or during the cleaning, the Assessor realises that the job is going to take more time to complete, or that the Customer’s original requirements have changed.   Any revised price will need to be agreed and accepted by the Customer before the additional cleaning is carried out.
  • 1.1.3 We require a parking space or valid permit for one vehicle, or any necessary metered parking is to be paid by the Customer in order for us to carry out any cleaning services.
  • 1.1.4 At the time of booking please notify us of any expensive items, including furniture, which may require specialist treatment or chemicals. This includes parquet and oak flooring, wooden work etc. surfaces and any other custom made items.

1.2 Insurance and Liability

  • 1.2.1 The Company holds public liability insurance to the value of £1,000,000.
  • 1.2.2 Any claim for damages must be reported to the Company within 48 hours of the cleaning service visit.
  • 1.2.3 We reserve the right to decline to disclose confidential company information.
  • 1.2.4 We shall not be liable for any third parties or the actions of anyone who enters or are present at the Customer’s premises during the cleaning visit nor any costs incurred of said third parties not beinggranted access. The cleaners cannot be relied on to grant access to the property to any third parties.
  • 1.2.5 We request all irreplaceable items (whether monetarily or sentimentally valuable) be stored away wherever possible and/or not cleaned by the cleaning operatives.
  • 1.2.6 We are not responsible for any existing damage to Customer’s property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operativeusing the industry standard cleaning methods.
  • 1.2.7 We are not liable for any damages caused by faulty products/equipment provided by the Customer.
  • 1.2.8 We are not liable for any damages caused by faulty or broken items which lead to other damages.
  • 1.2.9 Arrival times and cleaning times are an estimate.

1.3 Contracted cleaners and sub-contractors

  • The Company reserves the right to use contracted cleaners and/or sub-contractors for any of its cleaning services and without providing any prior notification. Our standard cleaning guarantee will apply.

1.4 Claims for damages

  • 1.4.1 While our operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed.
  • 1.4.2 In case of damage, proven to be caused by the Company or one of its sub-contractors, the Company must be given first opportunity to make good the damage using their approved maintenance contractor.
  • 1.4.3 In case of damage, proven to be caused by our Operatives, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the Customer with the item’s present actual cash value toward a like for like replacement. This liability applies only once the payment for the service has been received in full.
  • 1.4.4 Where the damage results in the Company needing to make an insurance claim, the age of the broken or damaged item(s) will be taken into consideration when calculating its replacement value.



2.1 General

  • 2.1.1 Rubbish or waste removal is not part of our end of tenancy cleaning service and will incur an additional charge.
  • 2.1.2 If the Customer is more than 30 minutes late, a late fee may apply.
  • 1.3 The Customer is to ensure that hot running water and electricity is provided and that there are no blocked drains. Should no electricity or running water be provided we are reserve the right to leave the property and will not be liable, under any circumstances, for any costs associated with the cleaning not being carried out.
  • 1.4 Wall washing needs to be added at the time of making a booking.

2.2 Cancellations

You can cancel your booking  by calling our office, or emailing during our working hours –  8am-5pm.

2.2.1You can cancel the service you have booked at any time and the following charges will occur depending on when you cancel the booking.

The following terms will apply to all our services currently provided by our company which include Cleaning, Handyman services.

A: You can cancel your booking for free of charge if you allow 72 hours before the starting of the job.

B: You will be charged 30% of the total value of the job if you cancel the service within 48 hours before the starting of the job.

C: If you cancel the job within 24hours before the starting of the job, you will be charged 50% the total value of the job.

How to Reschedule Your Appointment

  • 2.2.2  We require a 48-hour notice  period to reschedule a booking.
  • 2.2.3 We reserve the right to refuse/reschedule any cleaning job if the condition of the property is hazardous to the health and well being of our operatives.
  • 2.2.4 The cleaning company has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaning team.

2.3 Complaints and Cleaning Guarantee

  • 2.3.1 No refund claims will be considered once the cleaning service has been carried out.
  • 3.2 All services shall be deemed to have been carried out to the Customer’s satisfaction unless written notice is received by the Company with details of the complaint within 7 days of the workbeing completed. We will fully investigate any complaint and attempt to resolve it in a professional and timely manner.
  • 2.3.3 The Customer agrees to allow the Company back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services or refusing to pay for the service.
  • 2.3.4 Our cleaning guarantee applies for 7 days from when the cleaning was completed. Any complaints after this time may not be considered.
  • 2.3.5 We will do our best to make sure your appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased regrettably, we will not be liable for ingrained dirt that cannot be removed using chemicals.
  • 2.3.6 We cannot guarantee the removal of pet odours or cigarette smoke during the cleaning and will not be liable for any deductions relating to this.



  • 3.1 The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.
  • 3.2 The Company is not liable for any wear or discoloration of fabric that becomes more notable once dirt is removed.
  • 3.3 Carpet Cleaning booked along with End of Tenancy Cleaning is not part of the 1-week hours guarantee that applies for End of Tenancy Cleaning.
  • 3.4 We shall not be responsible for any damage caused as a result of the Customer placing furniture on a carpet which has not completely dried.
  • 3.5 The Company cannot guarantee the removal of pre-existing stains and/or any discoloration of the carpet
  • 3.6 Please notify us at the time of booking if your carpet is a natural pile e.g wool or hessian
  • 3.7 The Customer shall be responsible for the removal of all furniture, goods and breakables for the purpose of cleaning. The Company will not accept responsibility for any damage caused to furniture, goods or chattels not removed by the Customer unless damage has occurred as a direct result of negligence or lack of care on the part of the Company or its servants.
  • 3.8 Unless otherwise agreed prior to work commencing, it is accepted that stationary items such as televisions, side cabinets, bookcases, wall units, filing cabinets etc will remain in place and no cleaning will be carried out beneath these units, the same will apply into closets and cupboards.
  • 3.9 We will endeavour to note, identify and remove all spots and stains requiring treatment, however the entire removal of some spots and stains are not guaranteed due to the staining properties of the products i.e. tannin, rust ,DIY spotting agents etc.
  • 3.10 Liability cannot be accepted for colour run or migration due to manufacturers using non-colorcast dyes or markers in frames, trimmings, padding, stuffing, piping sewing threads, linings and valances.

4: Parking space and parking fee

Parking space for the vehicle used by the cleaners must be arranged by the customer, parking fee is also to be covered by the customer.

5: Congestion charge:

If the property is within the congestion charge zone, £11.5 will be added to the total amount.

5: Short notice online booking:

We do require 24 hours notice when booking is made online,  we can not guarantee the availability of a slot if 24 hours notice is not allowed by the customer.