NovaCleanly terms of service

I. Service provider and scope

NOVACLEANLY SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, NIP 6762712989, REGON 543967115, KRS 0001223270, Św. Filipa 23 / 3, 31-150 Kraków, Polska. Contact: contact@novacleanly.pl, info@novacleanly.pl, tel. +48 888 094 401.

These Terms govern novacleanly.pl and orders for cleaning services. NovaCleanly is the service provider and contracting party; the work is performed by hired employees. The scope of each service follows the selected package, extras and confirmed arrangements.

II. Ordering and conclusion of the contract

Online orders can be placed around the clock. The form requires acceptance of the Terms; the Privacy Policy provides data information and is not consent required to enter into a contract. Using the form and account requires an up-to-date browser with JavaScript, Internet access and an email address; unlawful content must not be submitted.

Where the price is known, the customer sees the total gross amount, scope, date and surcharges before the “Order a service with an obligation to pay” button. The contract is concluded when NovaCleanly confirms acceptance of the order. Confirmation is emailed together with the accepted terms.

“Send a quote request” is not a paid order and creates no payment obligation. This applies, among other cases, to an undefined scope, after-renovation work and services requiring manual assessment. The amount is indicative; the date and price require separate confirmation and acceptance of the quote. NovaCleanly may decline an incorrect, incomplete or operationally impossible order.

For recurring services, frequency and dates depend on arrangements and availability. Changing the price of future visits requires prior information and acceptance; it does not alter the agreed price of a booked service.

III. Performance, access and safety

The customer provides the correct address, agreed access instructions, access at the agreed time, water and electricity. Documents, money and particularly valuable items should be secured. If access is unavailable, a contact attempt and a record of the obstacle are required; a new date is agreed individually, without an automatic unagreed fee.

Please disclose delicate materials, existing damage and restrictions on cleaning products. Specialist work, moving heavy furniture and tasks outside the package require agreement. The customer approves extra work and its price before it is carried out; a lack of approval does not allow a unilateral price increase.

Where life, health or property is at risk, a worker may stop an unsafe activity and contact the customer and coordinator. Changing or stopping work does not automatically entitle us to full payment for unperformed tasks.

Handing over and returning keys must be agreed and confirmed. Access codes and instructions must not appear in public messages or photos. They are shared only with people who need them for the assignment.

IV. Prices and payments

Household prices are gross, including applicable VAT. Requesting a company invoice does not by itself change the household tariff. Office quotes may show net + VAT; the full amount is presented for acceptance. The base minimum, extras, transport and parking are included in the calculation before ordering.

Payment methods depend on the available options, including Przelewy24, BLIK, card, bank transfer or cash. An online payment is confirmed only after verification by the provider. Service status is separate from payment status. We do not collect payment for an unaccepted quote.

The settlement document depends on the order and applicable rules. A non-fiscal payment confirmation is not a fiscal receipt. Amount changes and refunds are documented under the applicable rules without changing the history of previously issued documents.

V. Cancellation, access issues and delays

Cancellation: free at least 24 h before the visit; 4 h to less than 24 h: 25% of the agreed gross price; less than 4 h: 50%. No access after 20 min and at least 2 contact attempts: 75%, capped at PLN 250. Support reviews each case; no automatic charge. Statutory withdrawal and circumstances attributable to NovaCleanly are not subject to this fee table. Late rescheduling requires an individual agreement, without an automatic surcharge.

Submit a request through your account or to contact@novacleanly.pl. The relevant time is when NovaCleanly receives it, not when an administrator reads it. Cancellation and rescheduling at least 24 hours before the confirmed appointment are free. Rescheduling depends on availability. Late rescheduling requires a separate agreement and does not automatically increase the price.

The fee table applies only to contractual cancellation where an available statutory withdrawal right is not being exercised. The basis is the agreed gross price of the entire order, not the advance amount. Exactly 24 h means free cancellation; exactly 4 h means 25%. Support verifies the basis, circumstances and accepted terms; it may waive or reduce an applicable fee, never raise it above the table. New fees do not apply retroactively and are not automatically charged to a card.

No access / no-show requires arrival at the correct address at the agreed time, at least two reasonable contact attempts and 20 minutes of waiting counted no earlier than the booked start. Arrival and contact attempts are logged. The customer being absent is not enough if agreed access is provided. Late cancellation and no-show fees are not added together.

If access is provided within 20 minutes, the remaining scope or any extension is agreed with the customer; we do not unilaterally reduce the agreed scope for the full price. Any extra charge needs prior acceptance. No access fee applies where the problem results from NovaCleanly fault, force majeure or circumstances for which the customer is not responsible.

We inform the customer without undue delay of an expected team delay exceeding 30 minutes. If a delay attributable to NovaCleanly exceeds 60 minutes, the customer chooses free cancellation with a full refund, free rescheduling to an available date, or service with a 10% discount on the agreed gross price. The choice and settlement are confirmed individually. Cancellation by NovaCleanly does not incur a customer fee and entitles the customer to a refund for unperformed services.

An advance forms part of the price and is not automatically forfeited. The required advance percentage and settlement terms are displayed before placing an order or accepting an individual offer and are saved for that order. Where an advance is required, the booking is confirmed once it has been credited; recording an order or accepting a quote does not itself confirm the booking. The balance is payable after cleaning and acceptance unless different terms were agreed in advance; the customer may also voluntarily prepay in full. The owner may approve payment after service for trusted customers in advance; deferred B2B payment terms and any monthly settlement require a separate agreement. Settings changes do not alter previously agreed terms. An advance does not remove statutory withdrawal rights or the applicable refund rules.

Cancellation takes effect independently of the later financial review. The customer receives confirmation and the review outcome. A refund is a separate operation; requesting it does not confirm completion by the provider. Manual review does not extend statutory refund deadlines. Statutory withdrawal is settled under section VI, not the fee table; none of these provisions limits mandatory customer rights.

VI. Right to withdraw from a distance contract

A consumer may withdraw from a distance service contract without giving a reason within 14 days of its conclusion. Send an unambiguous statement before the deadline to contact@novacleanly.pl or the registered address. The /odstapienie form is optional. Booking cleaning for a specific date alone does not exclude this right.

A customer requesting service before the withdrawal period ends makes a separate express request. On withdrawal during performance, payment for work actually completed is proportionate and due only when statutory conditions are met. We do not require such payment where the law excludes costs for the consumer.

After full performance of a paid service, withdrawal rights expire only when statutory conditions are met, including prior express consent/request, information about the loss of the right on completion and acknowledgement of that information. Ticking consent alone does not remove the right before full performance.

For an effective withdrawal, we refund amounts due without undue delay, within 14 days of receiving the statement at the latest, using the same method unless the customer expressly agrees to another at no additional cost. Statutory rules govern settlement of performance already begun.

VII. Complaints, damage and disputes

Complaints or damage reports may be sent to contact@novacleanly.pl, by post to the company address or through support. We recommend the order number, a description and the desired outcome; photos are optional and should exclude people, documents and unnecessary data. Missing photos or an order number does not remove complaint rights.

We answer consumer complaints within 14 days of receipt unless another rule prescribes a different period. Requesting additional materials does not restart the deadline. The reply is provided on paper or another durable medium, such as email. We do not impose a 24- or 48-hour deadline for loss of claims.

Damage circumstances are reviewed with the customer and workers. Liability follows applicable law; we do not unlawfully exclude liability for our own fault or statutory consumer rights.

Information on out-of-court dispute resolution and competent bodies: https://polubowne.uokik.gov.pl. The customer may also contact the municipal/district consumer ombudsman. ADR participation follows the relevant rules; if a complaint remains unresolved, we provide the legally required position and information.

VIII. Businesses, data and changes

Statutory rights of a sole trader entering into a contract without a professional character remain protected. Choosing a company invoice does not automatically remove these rights. Pure B2B terms, such as SLAs and monthly office settlements, require separate agreement and are not automatically applied to protected persons.

Data and cookie information is available at /privacy and /cookies. Polish law and applicable EU law apply. A new version of the Terms applies to new arrangements and does not retroactively change accepted terms. Applicable legislation governs other matters.