Terms and Conditions

These Terms apply to enquiries, quotations, bookings and cleaning services provided by NUVORA Cleaning Services unless different terms are agreed in writing.

Requesting a quotation does not by itself create a confirmed booking. A booking is confirmed only when the service scope, price, date and relevant requirements have been accepted.

NUVORA provides professional window cleaning and exterior-care services for residential, commercial and managed properties.

• Interior and exterior window cleaning.
• High-reach water-fed-pole window cleaning where site conditions allow.
• Pressure washing for suitable durable surfaces.
• Soft washing for appropriate exterior finishes.
• Solar-panel cleaning subject to safe access.
• Seasonal or specialist services confirmed in a written quotation.

A quotation is prepared using the information, photographs, measurements and access details available at the time.

NUVORA may ask to inspect the property or request additional information before confirming the final scope and price.

• Customers should provide accurate information about the property and cleaning areas.
• A quotation may expire after the validity period stated on it.
• Prices may change where the actual property, access, condition or scope differs materially from the information originally supplied.
• Additional work should be discussed and approved before it is undertaken.
• Unless expressly stated, a quotation does not include unrelated repairs, restoration or replacement work.

A requested appointment is not confirmed until NUVORA accepts the booking and communicates the agreed date or service window.

Bookings may depend on team availability, weather, site access, equipment requirements and the scope of the work.

• The customer should provide an active telephone number for appointment communication.
• Any required deposit or advance payment will be communicated before confirmation.
• Commercial customers should disclose security, parking, operating-hour and authorization requirements.
• The person approving the booking should have authority to authorize the service at the property.

Customers are responsible for providing reasonable cooperation and accurate information so the service can be carried out safely and efficiently.

• Provide safe and lawful access to the agreed cleaning areas.
• Identify fragile, damaged, loose, leaking or sensitive surfaces before work begins.
• Disclose known hazards, electrical risks, structural concerns or unsafe areas.
• Secure pets and inform NUVORA about animals at the property.
• Move vehicles, furniture and vulnerable personal items where reasonably requested.
• Obtain permission from landlords, management companies, occupants or other responsible parties where required.
• Ensure children and unauthorized persons remain away from active work areas.

Some services may require access to water, electricity, parking, loading areas, roof spaces, balconies, courtyards or restricted parts of a property.

The quotation or booking confirmation should identify any important access or utility requirements.

• Delays caused by unavailable access may require rescheduling.
• NUVORA may decline to enter an area that appears unsafe, unlawful or outside the agreed scope.
• The customer should tell NUVORA in advance about gated access, security checks, parking restrictions or building-management procedures.
• Where the customer cannot provide an agreed utility or access requirement, the service may need to be changed or postponed.

NUVORA may postpone, change or stop work where the team reasonably believes that conditions are unsafe or that continuing could create an unreasonable risk to people, property or equipment.

• Unsafe roofs, ladders, balconies or working surfaces.
• Dangerous electrical conditions or exposed wiring.
• Severe weather, strong wind or other unsuitable environmental conditions.
• Uncontrolled animals or unauthorized persons entering the work area.
• A surface that appears too weak, damaged or unsuitable for the proposed method.
• Access that differs materially from what was disclosed before booking.

NUVORA selects cleaning methods according to the visible condition, surface material, access and agreed service.

Professional cleaning is intended to improve cleanliness and appearance, but it does not repair permanent damage or guarantee that every stain, mark or defect will be removed.

• Scratches, failed seals, mineral damage, corrosion, paint damage and permanent staining may remain visible after cleaning.
• Older or damaged surfaces may react differently from newer surfaces.
• Pressure washing will only be used where NUVORA considers the surface reasonably suitable.
• Soft washing and specialist cleaning results depend on the condition and history of the surface.
• Solar-panel cleaning does not include electrical testing, repairs or performance guarantees unless separately agreed.

A customer may request changes before or during the service. NUVORA may accept, decline or separately price the requested work.

Where unexpected conditions are discovered, NUVORA should explain the issue and obtain approval before carrying out material additional work.

Customers should provide reasonable notice when cancelling or changing an appointment.

Any deposit, cancellation fee or rescheduling condition must be communicated as part of the quotation or booking confirmation before it applies.

• NUVORA may reschedule work because of weather, safety, equipment failure, illness, access problems or circumstances outside reasonable control.
• Where NUVORA changes an appointment, the team will aim to communicate the change as soon as reasonably possible.
• Repeated late cancellations or failed access may affect future booking availability.

The customer must pay the amount stated in the accepted quotation, invoice or booking confirmation according to the agreed payment terms.

• Payment methods and deadlines will be communicated during quotation or invoicing.
• The customer should use the correct invoice or quotation reference when making payment.
• Any applicable taxes or separately approved charges should be identified in the relevant document.
• NUVORA may pause future services where an undisputed payment remains overdue.
• Questions about an invoice should be raised promptly so they can be reviewed.

Customers should inspect the agreed areas when reasonably possible and communicate concerns promptly.

A concern should include photographs, the property location, service date and a clear description of the issue.

• NUVORA should be given a reasonable opportunity to inspect a reported service concern.
• The appropriate remedy depends on the agreed scope, actual condition and circumstances.
• Customers should not undertake avoidable alterations to the reported area before NUVORA has had a reasonable opportunity to review it.
• Nothing in these Terms removes consumer rights that cannot lawfully be excluded.

NUVORA may create photographs of agreed cleaning areas for assessment, progress records, quality review or resolution of service concerns.

Public marketing use of identifiable customer property photographs should be based on appropriate permission and handled according to the Privacy Policy.

Website content provides general information about NUVORA services. It is not a substitute for a property-specific quotation or assessment.

Images may illustrate the type of work NUVORA performs but do not guarantee that every property will achieve the same result.

• Service availability may change.
• Website descriptions may be updated without prior notice.
• External links are provided for convenience and are controlled by their respective operators.
• Customers should rely on their accepted quotation for the actual service scope and price.

Unless otherwise stated, NUVORA owns or lawfully uses the website design, business name, logos, photographs, written content and other website materials.

• Website content may not be copied or republished for commercial use without permission.
• Customers may share ordinary links to public NUVORA pages.
• Third-party trademarks and materials remain the property of their respective owners.

Each party remains responsible for obligations that apply to it under the accepted service arrangement and applicable law.

NUVORA does not seek to exclude responsibility or consumer rights where exclusion would be unlawful.

• NUVORA is not responsible for pre-existing defects that were not caused by the cleaning service.
• A customer remains responsible for inaccurate information, undisclosed hazards and lack of authority to approve work at the property.
• Any responsibility for loss or damage must be assessed according to the facts, the agreed scope and applicable law.

Neither party will be treated as failing to perform an obligation where performance is prevented by circumstances outside reasonable control, provided reasonable steps are taken to communicate and reduce the disruption.

• Severe weather or unsafe site conditions.
• Government restrictions or emergency measures.
• Utility, communications or transport disruption.
• Unexpected equipment failure or supply interruption.
• Serious illness or other unavoidable operational emergencies.

Customers should first raise complaints directly with NUVORA so the issue can be reviewed and an appropriate response considered.

• Provide the customer name, property location and service date.
• Describe the concern clearly and include relevant photographs.
• Allow a reasonable opportunity for review or inspection.
• Where a dispute cannot be resolved directly, the parties may consider negotiation, mediation or another lawful dispute-resolution process.

These Terms are intended to be interpreted according to the laws of Kenya.

Nothing in these Terms prevents either party from using any remedy or forum available under applicable law.

NUVORA may update these general Terms when services, business practices or legal requirements change.

The version applying to a confirmed service will normally be the version provided or available when that booking was accepted, together with any project-specific written terms.

Questions about quotations, bookings, invoices or these Terms may be sent using the contact details below.

• Email: info@dirtynuvora.co.ke
• Quotation email: dirtynuvora@gmail.com
• Telephone: 0746 854 352
• Location: Imara Daima, Nairobi, Kenya