NovaCleanly terms of service

I. Service provider details and definitions

• Service provider / Seller / Data controller: NOVACLEANLY SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ (sp. z o.o.).
• Registration data: NIP 6762712989, REGON 543967115, KRS 0001223270.
• Registered office: Św. Filipa 23 / 3, 31-150 Kraków, Poland.
• Contact e-mail: contact@novacleanly.pl, general e-mail: info@novacleanly.pl, phone +48 888 094 401.
• Client – a natural person or entity ordering the service.
• Order – a service request placed through the form on the website, by phone or by e-mail.
• Service – cleaning services provided by NovaCleanly and/or its partner teams.

II. Registration, acceptance of documents and placing orders

• Orders can be placed 24/7 through the website and, during business hours, through our contact channels.
• Submitting the order form requires ticking the checkbox “I accept the Terms and the Privacy Policy”, which contains active links to both documents.
• Without ticking that checkbox the order is not submitted.
• The contract is concluded when NovaCleanly confirms acceptance of the order (e-mail/SMS/system).
• NovaCleanly may refuse an order that is incomplete, incorrect or operationally impossible.

III. Service delivery and the Client’s obligations

• The scope of the service follows from the selected package, add-ons and the arrangements confirmed when ordering.
• The Client provides access to the premises and utilities (water, electricity) at the agreed time.
• The Client should secure cash, documents and items of particular value.
• If there is no access to the premises, a health-and-safety risk, or other obstacles beyond NovaCleanly’s control, the service may be rescheduled, shortened or cancelled.

IV. Prices and payments

• Prices shown in the calculator are estimates until the order is confirmed.
• Available payment methods: card, BLIK, online transfer, standard bank transfer and any others offered in the system.
• The Client may pay: A) immediately when ordering (checkout), or B) later via an individual payment link sent by e-mail/SMS/WhatsApp.
• Once the full online payment is successfully booked, the order status changes to confirmed.
• The Client chooses either a VAT invoice or a non-fiscal payment confirmation. NovaCleanly does not call such a confirmation a fiscal receipt unless an actual fiscal cash register is used.

V. Rescheduling, cancellation and withdrawal

• Rescheduling depends on team availability and the schedule.
• Free cancellation is possible no later than 48 hours before the scheduled service time.
• For later cancellations NovaCleanly may charge an administrative fee.
• Consumers retain the rights granted by applicable law, subject to the exceptions provided for services performed on a specific date.

VI. Complaints

• Complaints can be submitted by e-mail to contact@novacleanly.pl or in writing to the company’s registered address.
• A complaint should include: the order number, a description of the issue, the expected resolution and — if possible — photographic documentation.
• NovaCleanly confirms receipt of the complaint and examines it within 14 calendar days of receiving a complete submission.
• The response to a complaint is sent to the Client’s e-mail address.

VII. Liability

• NovaCleanly is not liable for failure to perform or delay caused by force majeure or events beyond its control (e.g. infrastructure failures, decisions of public authorities, random events).
• NovaCleanly’s liability is limited to actual damage, excluding lost profits, to the extent permitted by law.

VIII. Data protection and cookies

Detailed rules on data processing are set out in our Privacy Policy, and the rules on cookies in our Cookie Policy.

IX. Final provisions

• Relations with the Client are governed by Polish law and the relevant EU legislation, including the GDPR.
• These terms may be updated; the new version is published on novacleanly.pl.
• Matters not covered here are governed by the applicable provisions of generally binding law.