Services Terms and Conditions

The following Service Terms and Conditions (“Terms”) govern your access to and usage of our services platform, which includes our website, client and professional responsibilities, and various online services. By accessing or utilizing the Platform, you agree to adhere to and be bound by these Terms. If you do not accept these Terms, please refrain from using the Platform.

Neighbourly Cleaning Solutions (NCS) serves as an introductory agent for a variety of service professionals and is authorized by these professionals to enter into contracts with Clients on their behalf. NCS accomplishes this by processing the Client’s booking inquiry and assigning the booking to a suitable service professional. Upon NCS’s confirmation of a Client's booking request by sending a confirmation that includes the assigned Professional, a contract will be established between the Client and the Professional based on the terms outlined below. It is important to note that the contract is solely between the Client and the Professional, with the Professional bearing full responsibility for the provision of services.

1. PROFESSIONAL REPRESENTATIONS, WARRANTIES, AND USE OF THE PLATFORM

1.1 Access to and use of the Platform is restricted to individuals who are at least 18 years of age and capable of forming legally binding contracts in accordance with applicable law. By accessing or using the Platform, you affirm that you meet these criteria.

1.2 Professional Obligations and Warranties:

1.2.1 By registering or using the Platform to offer or deliver professional services, Professionals affirm and warrant that they, along with their employees, agents, suppliers, contractors, and subcontractors involved in their work, are fully qualified, experienced, licensed, certified, bonded, or insured as mandated by applicable laws or regulations in the jurisdictions where they provide their services and for the specific tasks they undertake;

1.2.2 Professionals commit to adhering to all relevant laws, including those pertaining to privacy.

2.2 Service Provision and Platform Role

2.2.3 NCS's Role: NCS does not directly sell or provide cleaning services. While NCS may offer project consultations and related services to clients through the platform, the actual cleaning services are delivered by independent professionals. NCS offers no warranties or representations regarding these services beyond what is explicitly stated herein.

2.2.4 Platform Functionality: NCS facilitates service transactions by showcasing professional profiles, enabling communication between clients and professionals, scheduling appointments, aiding in professional selection for clients, and processing payments. Client acknowledge that this facilitation does not imply any warranty concerning the services rendered.

2.2.5 Professional Independence: Professionals acknowledge that their use of the platform does not guarantee service engagements. Clients understand that any services they request and pay for via the platform are contracted directly with the professional providing those services.

2.2.6 Professional Status: Professionals understand and agree that they are NCS customers and are not considered employees, joint venture partners, or agents of NCS.

2.2.7 Operational Autonomy: Professionals supply their own equipment, choose their own jobs, develop their expertise, and set their work schedules.

2.2.8 No Control Over Service Delivery: NCS does not control, nor has the right to control, the services provided by professionals, including the specifics of how these services are carried out, except as expressly stated in these terms or on the platform.

2.3 Background Checks

2.3.1 NCS’s Right to Conduct Background Checks: To the extent permitted by law, NCS may obtain reports on professionals, including criminal history and sex offender registration records. NCS reserves the right to limit, block, suspend, deactivate, or cancel a professional’s account based on these reports, with or without prior notice. By using the platform, professionals consent to NCS’s use of their personal information (e.g., full name and date of birth) to procure these reports from its vendors. Professionals are required to inform NCS of any significant criminal convictions that occur after these reports have been conducted.

3. CLIENT CONTRACT WITH THE PROFESSIONAL

3.1 Contract Formation: For clients, the contract with the professional is formed as follows:

3.1.1 Acknowledgment of Terms: When making a booking inquiry via telephone, email, or the NCS platform, clients must confirm that they have read and understood these Terms.

3.1.2 Non-Binding Estimate: NCS will provide a non-binding estimate based on the provided information. Proceeding with the booking constitutes an offer to receive services.

3.1.3 Acceptance of Offer: NCS, acting as an agent, accepts the client’s offer on behalf of the professional by sending the First Confirmation Email, which includes the price, booking details, and a copy of these Terms. At this point, the contract between the client and the professional is in effect, and these Terms become binding.

3.1.4 Booking Reminder: NCS will send a Second Confirmation Email before the appointment to remind the client of the booking and confirm the details of the professional.

3.1.5 Cancellation Rights: Clients may cancel the services for any reason within a 14-day cancellation period, as per the Consumer Contracts Regulations. This period begins the day after the contract is made but ends if the services are provided during this period.

3.2 NCS’s Role as Agent: NCS acts as an introductory agent for the professional and is authorized to enter into a contract on their behalf. The contract is with the professional, who is solely responsible for providing the services. Clients agree that NCS bears no direct or indirect responsibility or liability for the professional's service provision.

3.3 Changes to Booked Services: Clients within the 14-day cancellation period may change the booked services without charge by contacting NCS, provided they give at least 48 hours' notice. The professional may not be able to accommodate changes with less notice.

3.4 Loss of Cancellation Rights: If services begin within the 14-day cancellation period, the client forfeits all cancellation rights.

3.5 Cancellation and Rescheduling Fees: Cancellation Charge is a charge applied for cancellation of a booking for Service(s). The Cancellation and rescheduling Charge shall be calculated as follows:

*For Services which were booked more than 48 hours before the appointment time of the Service, if the Service is cancelled by the client by a notice submitted less than 48 hours before the time the Service was scheduled to be provided, the Cancellation Charge shall be in the amount of 50% of the Service fee.

*For Services which were booked more than 48 hours before the appointment time of the Service, if the time of the Service is changed by the client by a notice submitted less than 5 hours before the time the Service was scheduled to be provided, the Rescheduling Charge shall be in the amount of £12.00 (GBP). If this occurs the client will need to contact NCS to pay the Rescheduling Charge before the booking can be updated.

4. SERVICE PROVISION TO CLIENTS

4.1 The Professional will deliver the Services to the Client as specified in the Initial Confirmation Email, adhering to the following terms:

4.1.1 The Professional will endeavor to provide the Services within the timelines outlined in the Initial Confirmation Email, subject to potential delays as detailed in clause 9.5.

4.1.2 The Professional will supply all necessary equipment as indicated in the Initial Confirmation Email, ensuring it is in optimal working condition.

4.1.3 The Professional will furnish the materials listed in the Confirmation Email, along with any additional materials deemed necessary.

4.1.4 The Professional will execute the Services:

4.1.4.1 With reasonable care and skill.

4.1.4.2 In accordance with industry-accepted practices and standards.

4.1.4.3 In compliance with all relevant laws and regulations in effect at the time of service provision.

4.1.5 Quality Assurance: The Service Professional reserves the right to capture photographs, videos, and/or audio recordings before, during, or after the Services for quality control purposes or to document factors that may impede or affect service delivery or quality.

4.1.6 Subcontracting: The Professional may subcontract or delegate portions of the Services, while retaining full responsibility for their overall performance and obligations under these Terms.

4.1.7 Service Personnel: For ongoing services, the Professional does not guarantee that the same individual(s) will consistently perform the Services. Personnel availability may vary, and individuals may become unavailable at any time. Neither the Professional nor NCS is obligated to fulfill requests for specific personnel assignments.

4.1.9 Health and Safety: The Professional will comply with all health and safety regulations during service provision, ensuring a secure environment for both parties.

4.1.10 Client Cooperation: The Client is expected to provide reasonable cooperation and property access at the agreed-upon times to facilitate service delivery. Failure to do so may result in delays or additional charges.

4.1.11 Feedback and Complaints: Clients are encouraged to provide feedback on the Services. Complaints should be reported to NCS within 48 hours of service provision. NCS will investigate and, if necessary, arrange for the Professional to rectify the issue. All feedback can be provided by contacting us here

4.1.12 Confidentiality: The Professional will maintain the confidentiality of all client-provided information, processing personal data in accordance with NCS’s Privacy Policy.

4.1.13 Client and Professional Disputes: NCS values both Clients and Professionals and aims to provide tools for independent dispute resolution. In unresolved disputes related to the Platform, Clients agree to participate in good faith in a neutral resolution or mediation process facilitated by NCS or a third party. NCS is not obligated to intervene or enforce resolutions in disputes between Clients, Professionals, or third parties.

5. CLIENT OBLIGATIONS

5.1 As an NCS Client, you have the following responsibilities:

5.1.1 Provide all necessary information to NCS to facilitate service delivery, including property details. NCS reserves the right to adjust service price estimates if information is incomplete or inaccurate.

5.1.2 Provide a list of required tasks upon initial inquiry or upon the Professional’s arrival. Inform NCS of any items needing specialized care during the initial inquiry, as the Professional is not obligated to provide such care unless agreed upon at booking.

5.1.3 Follow the Professional’s reasonable instructions, including identifying areas for cleaning, moving furniture, and listing specific items. Provide as much information as possible at the time of booking to enable the Professional to fulfill the Service effectively

5.1.4 Access: The Client shall provide the Professional with access to the property at the scheduled times for service execution. Any keys provided must be fully functional without requiring specialized techniques. For properties equipped with alarm systems, the Client is responsible for supplying comprehensive instructions for deactivation and resetting. The provision of keys should be communicated to NCS. If the Client requires the return of keys, they must notify the Professional with reasonable advance notice before the service is completed or canceled. Failure to provide timely notification will necessitate the Client collecting the keys from NCS’s office or arranging their return via unregistered first-class post, subject to a £10 fee.

5.1.5 Utilities and Facilities: The Client is responsible for providing, at their own expense, a consistent supply of running water and electricity from standard 220/240volt sockets at the service location. The Client shall also permit the Professional to use the property's toilet and washing facilities.

5.1.6 Consents and Permissions: Prior to the commencement of any service, the Client must secure all necessary planning, landlord, or other required consents, permissions, and approvals. Copies of these documents must be provided to the Professional upon request.

5.1.7 Property Preparation: The Client is required to prepare the property for the service by ensuring that all appliances and equipment are safe for use and by removing any items from the service areas where feasible. This preparation must be completed by the agreed-upon start date and time.

5.1.8 Protection of Property: The Client is responsible for protecting any items, furniture, or fixtures that will remain in the service areas from potential damage caused by dust or dirt. All

valuables, breakables, and items of sentimental value should be secured or removed before the service begins.

5.1.9 Parking: The Client will arrange and cover the costs for suitable parking for the Professional’s vehicle(s) in close proximity to the property, including any necessary visitor permits.

5.1.10 Storage of Tools and Materials: For services that extend beyond a single day, the Client shall allow the Professional to store tools and materials on the property overnight or during periods when services are not being performed.

5.1.11 Client Equipment: Any equipment provided by the Client for use during the service must be safe and in good working order.

5.1.12 Animals and Children: The Client must inform the Professional prior to the service commencement if animals will be present on the property and ensure that they are appropriately secured and cared for. Unaccompanied children should not be present on the property during the service. The Professional assumes no responsibility for the care of children or animals.

5.1.13 Insurance: The Client is responsible for maintaining adequate buildings and contents insurance, as well as occupier’s liability insurance, and must provide copies of the insurance policies to the Professional upon request.

5.1.14 Waste Disposal: Unless otherwise agreed in writing with the Professional, the Client is responsible for the removal of all waste materials from the property following the completion of the service.

5.2 Consequences of Non-Compliance: Should the Client fail to meet the obligations outlined in this section, the Professional reserves the right to suspend or cancel the services as per clause 9.6, due to circumstances beyond the Professional’s control. If services cannot be performed as a result of the Client's non-compliance, the Client agrees to pay the Cancellation Charge, subject to any consumer cancellation rights as defined in clause 3.5 above.

6. PAYMENT OBLIGATIONS AND PROCESSING

6.1 The payment responsibilities for Professionals are outlined as follows:

6.1.1 Professionals are required to make payments to NCS in order to access services on our platform, including monthly subscriptions, obtaining contacts, bookings, or receiving payments from Clients or other users. By utilizing our platform, Professionals consent to NCS automatically charging their saved payment method for these services. Furthermore, NCS may impose additional fees that you have accepted, which may include cancellation fees or charges for undelivered services. These fees will be charged to your saved payment method or deducted from your NCS account balance. Payments may also be deducted from the total amount that a Client pays for your services.

6.2 The payment responsibilities for Clients are defined as follows:

6.2.1 Stored Payment Methods: To access the NCS Platform and make bookings for Services, Clients are required to maintain at least one valid payment method on file. This method will be used to process payments for the Services requested;

6.2.2 For recurring charges, NCS will first attempt to charge your default payment method. If this attempt is unsuccessful for any reason, such as exceeding the credit limit, cancellation, expiration, or incorrect information, NCS may charge any other payment method associated with your account. If your payment information is updated, your card issuer may provide us with the new details, which we may use to prevent service interruptions. Should the default payment method fail, NCS may attempt to use other linked payment methods in any sequence to collect the payment.

6.3 Payment Processing

6.3.1 Facilitation of Payments: The NCS Platform may facilitate payments between Clients and Professionals (Marketplace Payments) through our payment processing partner, Stripe;

6.3.2 NCS is not involved in any Marketplace Payments or related services. Unless stated otherwise, Marketplace Payments are exclusively for Services; payments for tangible personal property are not allowed.

6.3.3 Appointment as Agent: By accepting these terms or continuing to operate as a Professional on the Platform, you appoint NCS as your agent solely for the purpose of facilitating and receiving Marketplace Payments on your behalf through Stripe as described herein. Professionals acknowledge that, subject to any rights they may have concerning Marketplace Payment disputes, once a Marketplace Payment is made via the NCS Platform, the payment obligation of the Client is considered fulfilled upon NCS receiving the Marketplace Payment, as if the Client had paid the Professional directly.

6.3.4 NCS does not provide any Services directly or indirectly unless specified in a separate agreement to which NCS is a direct party. When a Client pays for or books services on the Platform or receives a quote related to Services, they are entering into a contract directly with the Professional providing those Services. Regardless of any assistance with booking or payment, it is understood that NCS:

6.3.4.1 does not sell, offer, provide, or subcontract any Service and

6.3.4.2 is not liable for any Service, except as explicitly stated in any applicable guarantee or in these Terms. Despite NCS's role as a payment facilitator, each Professional who receives

Marketplace Payments agrees to fulfill the Service as outlined in their agreement with the Client and address any significant deviations from that agreement.

6.3.5 Stripe Connected Account Agreement: Professionals receiving Marketplace Payments from Clients on NCS must consent to the Stripe Connected Account Agreement.

6.3.6 Debits and Disputes: Professionals acknowledge that NCS is authorized to debit their Stripe account to resolve client disputes. NCS retains the authority to execute these debits and may withhold payments pending dispute investigations. NCS reserves the exclusive right to arbitrate and make final decisions on such disputes, and professionals agree that marketplace payments are contingent upon these decisions. Furthermore, professionals consent to NCS reversing payments to their Stripe Connected Account when customer refunds or guarantee payouts are justified, particularly if the professional's actions or inactions violate these Terms.

6.3.7 Client Payment Authorization: Clients using Stripe for marketplace payments commit to paying all due amounts via their chosen payment method. Clients authorize Stripe to charge this method for both recurring and one-time payments. Payment information must be current, accurate, and complete. By storing payment details, clients agree to the Stored Payment Terms and Conditions. Clients must not share financial information with other users. While security measures are in place, NCS disclaims liability for damages resulting from unintended disclosure of personal financial data.

6.3.8 Payment Methods: NCS may offer payment options such as credit, debit, prepaid cards, bank account linking, or other supported methods. NCS can, at its discretion, remove payment methods.

6.3.9 Automated Clearing House (ACH) Authorization: Selecting a bank account for marketplace payments authorizes Stripe to initiate ACH withdrawals and conduct necessary inquiries to validate payment disputes, including credit report retrieval and third-party data verification. Clients authorize NCS or its provider to initiate ACH debit entries or equivalent bank drafts from their account and permit their bank to deduct these payments. This authorization remains until written cancellation. Clients must notify NCS of account changes or termination of authorization at least five days before the next payment.

6.3.10 Partial Debits: Clients authorize partial debits if a full payment cannot be processed immediately, up to the order total. Clients are responsible for ACH fees or fines from authorized transactions. Return fees may be added to the payment and debited if an ACH debit is resubmitted due to insufficient funds. NCS may pursue collections or legal action for owed amounts, with clients covering all associated costs, including reasonable attorney fees. Federal law limits liability for fraudulent transactions if reported promptly to the financial institution, within 60 days of the transaction appearing on the bank statement. Clients should contact their bank for details on unauthorized transaction policies and liability limits.

6.3.11 Marketplace Payment Disputes: NCS will review all requests for payment chargebacks, errors, claims, refunds, and disputes according to payment method rules and at NCS’s discretion. NCS is not liable to clients or professionals for payment disputes that cannot be resolved in their favor. Valid written payment dispute requests will be processed within 30 days, unless a shorter period is legally required. Account closure before dispute resolution prevents the issuance of owed amounts. NCS will attempt to pay disputed amounts using the original payment method, but cannot guarantee payment if the information is inaccurate, incomplete, or canceled.

6.3.12 Prohibited Activities and Reversals: NCS may withhold amounts if actions result in payment disputes, term violations, risks to NCS or its partners, or deceptive, fraudulent, or illegal activity. For past-due balances or other amounts owed, NCS may: (a) charge payment methods; (b) offset amounts owed; (c) invoice for immediate payment; (d) reverse or block bank account credits; or (e) collect payment by lawful means.

6.3.13 Collection Actions: NCS reserves the right to recover payments and associated costs, including legal fees, if clients fail to make timely marketplace payments or if NCS cannot charge their payment method. Clients agree to electronic or phone communication regarding delinquent accounts, which may be conducted by NCS or a third-party collection agent.

6.3.14 Payment Method Holds: NCS may place holds on payment methods to prevent failed payments or reverse bookings

7. PRICING AND PAYMENT TERMS

7.1 The price for the Services will be mutually agreed upon and specified in the Initial Confirmation Email. Many Services are billed based on the time taken for completion, calculated in hourly increments or pro-rata. Applicable rates will be communicated at the time of Service booking and subsequently confirmed in the Initial Confirmation Email. Additional charges may be incurred for:

7.1.1 Travel to the service location.

7.1.2 Situations where the service provider is unable to access the property.

7.1.3 Cancellations made after the service provider's arrival.

7.1.4 Cost of materials.

7.1.5 Waiting time.

7.2 All payments made through the Platform are processed via Stripe, as detailed in clause 6. Direct payments to the service provider are prohibited; Stripe is the exclusive method of payment.

7.3 NCS reserves the right to require payments at the time of booking to be processed either immediately or before the commencement of the Service. Similarly, partial or full payments may be required upon Service completion. The payment schedule will be mutually agreed upon between you and the service provider and will be detailed on the Platform. Invoices for payments will be sent via email.

7.4 The service provider may need to revise the initially agreed-upon price due to:

7.5 Modifications to the scope or requirements of the Services.

7.5.1 Unforeseen issues discovered during the Service that impact the work required.

7.6 The service provider will obtain your consent before proceeding with any additional Services that incur extra charges.

7.7 Prices quoted are inclusive of Taxes where applicable. Should the applicable Tax rate change between the Initial Confirmation Email and the Service date, the Tax rate will be adjusted accordingly, unless the Service has been paid in full prior to the rate change.

8. AMENDMENTS TO THESE TERMS

8.1 NCS reserves the right to modify these Terms at any time, at its sole discretion. Such modifications may be necessary for reasons including but not limited to:

8.1.1 Changes in payment processing methods.

8.1.2 Operational adjustments in Service delivery.

8.1.3 Correction of manifest errors.

8.1.4 Adjustments to rates and prices as permitted under clause 7.5.

8.1.5 Compliance with changes in laws and regulatory requirements.

8.2 In the event that NCS updates these Terms, you will be informed of such updates before they take effect. You will have the option to terminate the Services if you do not agree with the updated Terms.

8.3 No amendments or modifications to these Terms are permitted by either the Client or the service provider without the prior written consent of NCS.

9. SERVICE PERFORMANCE ISSUES

9.1 In the event that the Services are not rendered in accordance with the Terms or do not meet a reasonable standard of quality:

9.1.1 The client must promptly notify NCS in writing via the designated contact method, detailing the specific issue as soon as practically possible, and in any case, within 72 hours of the Service completion date.

9.1.2 Unless NCS receives notification of any issues within 72 hours of Service completion, it will be assumed that all Services were performed according to the Terms.

9.1.3 The Professional shall exert all reasonable efforts to rectify, repair, or correct any defects directly caused by their actions, without imposing additional costs on the client. Should the issue remain unresolved, or if the Professional fails to address it within a reasonable timeframe, the client will be entitled to a fair reduction in the Service price.

9.2 To clarify, neither the Professional nor NCS shall be held responsible or liable under clause 9.1 for the following:

9.2.1 Failure to report any Service-related issues to NCS within 72 hours of Service completion.

9.2.2 Disruptions or property damage caused by third parties present at the service location during the Service delivery.

9.2.3 Damage or defects resulting from negligence on the part of the client or any third party.

9.2.4 Damage to the client's property resulting from adherence to the client's specific instructions.

9.2.5 Pre-existing wear, tear, damage, defects, or faults in the client's property, its contents, or belongings.

9.2.6 Stains, burns, ingrained dirt, and other marks that cannot be removed using standard industry cleaning methods.

9.2.7 Damage caused by faulty products, materials, or equipment provided by the client and utilized by the Professional during the Services.

9.2.8 Non-completion of Services that were not specified in the First Confirmation Email or agreed upon in writing by the Professional prior to Service commencement.

9.2.9 Incomplete Services resulting from the client's failure to provide necessary Equipment to the Professional as previously agreed.

9.2.10 Incomplete Services due to an insufficient number of hours being booked.

9.3 In the event of a reported problem, NCS reserves the right to conduct a property inspection. The client agrees to allow the NCS representative to photograph any damage for reporting and resolution purposes.

9.4 NCS may share information regarding reported problems with its insurers for reporting or claims purposes.

9.5 The Professional shall not be liable for any failure to perform the Service due to delays beyond their control, including but not limited to:

9.5.1 Weather conditions that render the provision of the Service impossible or unsafe.

9.5.2 The condition of the client's property makes it unsafe to perform the Service.

9.5.3 The client has not fulfilled their obligations as outlined in clause 5.

9.5.4 Inability to access the client's Property to provide the Service.

9.5.5 Changes to the Service requested on the day of delivery.

9.5.6 Other unforeseen or unavoidable events or situations beyond the Professional’s control, including strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, any restrictions related to epidemics, pandemics or public health safety, or other natural disaster, or failure of public or private utilities or telecommunications networks.

9.6 If the Professional is unable to provide the Services due to any of the delays outlined in clause 9.5, they will attempt to deliver the Service as soon as possible after the delay has been resolved. If the delay outlined in clause 9.5 continues to affect the delivery of the Service for more than 6 weeks, the Professional or NCS will contact the client

10. PROFESSIONAL LIABILITY

10.1 The Professional is liable for foreseeable losses or damages directly resulting from failure to comply with these terms or from negligence. However, the Professional is not responsible for unforeseeable losses or damages.

10.2 The Professional will repair damages caused by their actions during service delivery. The Professional is not responsible for pre-existing conditions or damage discovered during service delivery.

10.3 Services are for domestic and private use only. The Professional is not liable for losses of profit, business, or opportunity if services are used for commercial purposes.

10.4 The Professional’s total liability for all losses related to the contract is capped at £5,000 or the amount paid in the 12 months before the claim, whichever is lower, subject to clause 10.5.

10.5 The Professional does not exclude or limit liability for:

10.5.1 Death or personal injury caused by negligence.

10.5.2 Fraud or fraudulent misrepresentation.

10.5.3 Breaches of consumer protection laws, including the Consumer Rights Act 2015, the Supply of Goods and Services Act 1982, and the Consumer Protection Act 1987.

10.5.4 Any liability that cannot be excluded or limited under English law.

10.6 This clause remains in effect after termination or expiration of the contract.

11. CLIENT CANCELLATION RIGHTS

11.1 Clients may cancel their agreement within 14 days of booking.

11.2 The cancellation period expires 14 days after receiving the First Confirmation email as described in clause 3.1.3.

11.3 To cancel, clients must contact us via the contact form, email, or phone before the 14-day cancellation period expires. Cancellations after this period are subject to charges as per stated in clause 3.5.

11.4 Upon cancellation, clients can:

11.4.1 Receive the amount paid as credits for future services.

11.4.2 Request a refund to the original payment card, processed within 10 days.

11.5 If services begin during the cancellation period, clients must pay for the services performed up to the cancellation date.

11.6 Clients lose the right to cancel once services are completed and must pay in full.

11.7 Clients may cancel without charge up to 48 hours before the service start date. Less than 48 hours' notice incurs charges as stated in clause 3.5.

11.7.1 If services have begun, clients must pay for the services performed up to the cancellation request, plus any charges as stated in clause 3.5.

11.7.2 Clients may cancel without charge if the Professional breaches the contract, following the steps in clause 4.1.13.

12. PROFESSIONAL CANCELLATION RIGHTS

12.1 The Professional reserves the right to cancel Services before the scheduled start date for reasons including, but not limited to:

12.1.1 Unavailability of necessary equipment, materials, or personnel at the specified time.

12.1.2 Any circumstances detailed in clause 9.5.

12.1.3 Client failure to remit payments due for prior Services or advance payment for upcoming Services.

12.1.4 Client breach of contract, where the breach remains unresolved for seven (7) days, preventing the Professional from fulfilling the Service.

12.2 Should the Professional cancel Services due to a Client's breach of contract, the Client shall be liable for all expenses incurred by the Professional in preparation for the Service. These expenses will be deducted from any reimbursement owed to the Client and are subject to the Cancellation and Rescheduling Policy.

12.3 In the event of cancellation by the Professional, NCS will attempt to find an alternative Professional to provide the Services. If this is not feasible, after a period of seven (7) days, the Client will:

12.3.1 Receive a credit to their account for the full amount paid, which can be used to book another Service; or

12.3.2 Request a refund to the original payment card. NCS will process the refund within ten (10) days of receiving the request.

13. RESTRICTIONS ON ENGAGING PROFESSIONALS

13.1 During the term of this Agreement and for twelve (12) months thereafter, the Client shall not employ, solicit for employment, or otherwise engage any Professional, or any employee, worker, representative, or subcontractor of the Professional, who has been a customer of NCS within the previous twelve (12) months on the NCS Platform. Violation of this clause will be treated as immediate notice of termination of this Agreement. The Client agrees to pay NCS a liquidated damage fee of £500 to cover the costs of replacing the Professional, including administrative expenses.

13.2 The £500 fee covers:

13.2.1 Recruitment of a new Professional.

13.2.2 Training and support for the new Professional.

13.2.3 NCS administrative time related to this matter.

13.3 Payment of the £500 is due immediately upon request by NCS and may be deducted from any funds held by NCS and/or the Professional related to the provision of Services.

13.4 This clause 13 shall survive termination or expiry of the contract to protect NCS’s business interests. Professionals are also contractually prohibited from working directly or indirectly with any client for six (6) months following termination of their agreement with NCS.

14. OTHER TERMS

14.1 Any provision of these Terms that expressly or by implication is intended to come into or continue in force on or after termination or expiry of the contract shall remain in full force and effect.

14.2 Termination or expiry of the contract shall not affect any rights, remedies, obligations, or liabilities of the parties that have accrued up to the date of termination or expiry, including the right to claim damages for any breach of contract existing at or before the date of termination or expiry.

14.3 The Professional may transfer its rights and obligations under these Terms to another Professional, provided NCS notifies the Client in writing. Such transfer will not affect the Client’s rights or the Professional’s obligations under these Terms.

14.4 Each clause of these Terms operates independently. If any provision or part-provision of these Terms is or becomes invalid, illegal, or unenforceable, it shall be modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any modification to or deletion of a provision or part-provision under this clause shall not affect the validity and enforceability of the rest of these Terms.

14.5 Failure by the Professional to insist on performance of any obligations by the Client under these Terms, or failure to enforce its rights, or delay in doing so, does not constitute a waiver of those rights. Any waiver of a default must be provided in writing by NCS and does not constitute a waiver of any subsequent default.

14.6 This Agreement shall be construed in accordance with English law, and any claim must be heard in the English courts

Last updated: June 2025

Terms & Conditions of Service

We operate with honesty, transparency, and respect, building trust with every client.