Terms of Use

1. Introduction

These Terms of Use ("Terms") govern your access to and use of the Nelyqor website (nelyqor.com) and the commercial cleaning services provided by Nelyqor Ltd ("we", "us", "our"), a company registered in England and Wales with its registered office at ul. Floriańska 15, 31-019 Kraków.

By using our website or engaging our services, you agree to be bound by these Terms. If you do not agree, please do not use our website or services.

2. Definitions

• "Client" means the business or individual entering into a cleaning service agreement with Nelyqor.
• "Services" means the commercial cleaning services described in the service agreement or quotation.
• "Service Agreement" means the written contract or accepted quotation between Nelyqor and the Client.
• "Premises" means the location(s) specified in the Service Agreement where cleaning services are to be performed.

3. Service Level Agreement (SLA)

3.1 Service Standards

We commit to delivering all cleaning services to a consistently high professional standard, as outlined in the bespoke cleaning specification agreed with each Client. Our service standards include:

• All cleaning operatives will be fully trained, uniformed and DBS checked.
• COSHH compliant cleaning products and equipment will be used throughout.
• A dedicated account manager will be assigned to oversee your service.
• Regular quality audits will be conducted at the Premises.

3.2 Response Times

• Complaints: acknowledged within 4 working hours and resolved within 24 hours.
• Emergency cleaning requests: responded to within 2 hours where resources permit.
• Schedule changes: accommodated with a minimum of 48 hours notice.

3.3 Performance Reviews

We will conduct quarterly service reviews with the Client to discuss performance, address any concerns and refine the cleaning specification as needed. Written reports are available upon request.

4. Cancellation Policy

4.1 Individual Cleans

Cancellation of a scheduled clean requires a minimum of 48 hours written notice prior to the scheduled start time. Cancellations made with less than 48 hours notice will be charged at 100% of the agreed service fee for that visit.

4.2 Contract Termination

• Rolling contracts: either party may terminate with 30 days written notice.
• Fixed-term contracts: early termination is subject to payment of the remaining contract value or a termination fee equivalent to three months of service charges, whichever is lesser.
• Termination for cause: either party may terminate immediately upon material breach that remains unremedied 14 days after written notification.

4.3 Force Majeure

Neither party shall be liable for failure to perform obligations due to circumstances beyond reasonable control, including but not limited to severe weather, pandemic restrictions, civil unrest or government-imposed restrictions.

5. Payment Terms

5.1 Invoicing

Invoices are issued monthly in arrears (or as otherwise agreed in the Service Agreement) and are payable within 30 days (Net 30) of the invoice date.

5.2 Late Payment

Where payment is not received within 30 days, we reserve the right to:

• Charge interest at the rate of 8% above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
• Claim reasonable debt recovery costs.
• Suspend services until all outstanding balances are settled.

5.3 Price Adjustments

Prices may be reviewed annually. We will provide a minimum of 60 days written notice of any price changes. If the Client does not accept the revised pricing, they may terminate the contract by giving 30 days written notice.

6. Liability

6.1 Insurance

Nelyqor maintains comprehensive insurance cover including:

• Public liability insurance: £5,000,000.
• Employer's liability insurance: £10,000,000.
• Professional indemnity insurance: £1,000,000.

6.2 Limitation of Liability

Subject to clause 6.3, our total aggregate liability arising from or in connection with the Services or this agreement shall not exceed the total fees paid by the Client in the 12 months preceding the claim.

6.3 Exclusions

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.
• Any other liability that cannot be excluded by law.

6.4 Client Responsibilities

The Client shall:

• Provide safe access to the Premises at the agreed times.
• Inform Nelyqor of any known hazards, restricted areas or special requirements.
• Ensure that the Premises comply with applicable health and safety regulations.
• Notify us promptly of any damage, loss or dissatisfaction with the service.

7. Confidentiality

Both parties agree to keep confidential any non-public information disclosed during the course of the business relationship. This obligation survives termination of the Service Agreement.

8. Website Use

8.1 Intellectual Property

All content on this website, including text, graphics, logos and images, is the property of Nelyqor Ltd and is protected by copyright and other intellectual property laws. You may not reproduce, distribute or create derivative works from this content without our prior written consent.

8.2 Accuracy

We make reasonable efforts to ensure that the information on our website is accurate and up to date, but we do not warrant or guarantee its completeness or accuracy. Website content is provided for general information purposes only.

8.3 Links

Our website may contain links to third-party websites. We are not responsible for the content, privacy practices or policies of any third-party sites.

9. Dispute Resolution

In the event of any dispute arising from these Terms or the Services, both parties agree to attempt to resolve the matter through good faith negotiation in the first instance. If a resolution cannot be reached within 30 days, either party may refer the matter to mediation before pursuing legal action.

10. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Both parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to These Terms

We reserve the right to update these Terms at any time. Changes will be posted on this page with an updated revision date. Continued use of our website or services following any changes constitutes acceptance of the revised Terms.

12. Contact

For questions about these Terms, please contact us:

• Email: support@nelyqor.com
• Phone: 0161 706 0482
• Post: Nelyqor Ltd, ul. Floriańska 15, 31-019 Kraków