Terms & Conditions

1. The Service

• You choose a weekly plan — once, twice, or three times a week.
• We provide a vetted cleaning team and aim to send the same cleaner to your flat each visit where possible.
• Standard domestic tasks are covered: dusting, vacuuming, kitchens, bathrooms, and general tidy.
• Deep cleans, end-of-tenancy cleans, and specialist work are available only if agreed separately.

2. Payment

• Your plan is charged monthly in advance by card via Stripe, on the same day each month (your subscription start date).
• If a payment fails, we will retry for 7 days before pausing your service.
• No refund is given for days missed while a payment is outstanding or paused.
• Prices may change with 30 days' notice by email.

3. Cancellation

• Cancel anytime from your resident portal, or by email to info@kuroauto.com — no notice period and no cancellation fees.
• Cleaning continues until the end of the paid month, then stops automatically.
• No refund is given once the month has been charged.
• You may pause your plan for up to 4 weeks once a year, with 7 days' notice.

4. Access to Your Home

• Provide access via a key safe, concierge handover, or by being present.
• If our cleaner cannot get into the flat, the visit is forfeited.
• Give us 24 hours' notice for any change to how we access your home.
• KuroNest is not liable for issues arising from your chosen access method.

5. Cancelling or Rescheduling a Visit

• To cancel or reschedule a single visit, give us 24 hours' notice — we will reschedule within the same week or forfeit the visit.
• If KuroNest has to cancel a visit, we will reschedule it or credit your next bill.

6. Damage, Claims & Liability Procedure

• 24-hour reporting window: any damage, breakage or issue affected during a clean must be reported to info@kuroauto.com within 24 hours of the visit.
• Evidence required: every claim must include your flat number, the date of the clean, and clear, dated photos of the affected item.
• Strict cut-off: because we cannot verify the condition of your home or who has had access after 24 hours, no claims, compensation or repairs will be accepted or processed if reported after the 24-hour window.
• We are not liable for pre-existing damage, general wear and tear, or damage caused by your own negligence.
• Our maximum liability for any single incident is capped at 3 months of your subscription fees.
• Valuables: all valuables and items of exceptional value must be stored in a safe place, locked away, before every clean. This is your responsibility. KuroNest accepts no responsibility for valuables left out.

7. Non-Solicitation of Cleaners

You agree not to hire, contact, or make any private arrangement with a KuroNest cleaner during your subscription and for 12 months after it ends. If you do, we may cancel your subscription immediately without refund and claim 12 months of fees (for example, £120 × 12 = £1,440) plus our legal costs.

8. Complaints

• Email info@kuroauto.com within 24 hours, with your flat number, the date, and a short description.
• We respond within 48 hours.
• Upheld complaints receive a re-clean, a credit, or a partial refund at our discretion.

9. Your Privacy

We collect only the details needed to run your service — never sold, and deleted on request. Email info@kuroauto.com to ask us to remove your data.

10. Our Right to End Your Subscription

We may end your subscription immediately without refund if you are abusive toward our cleaners, breach Clause 7, make a fraudulent damage claim, or leave a payment unresolved for more than 14 days after it fails.

11. End of Tenancy & One-off Cleans

These terms also apply to end-of-tenancy, move-in, deep and other one-off cleans booked with KuroNest.

• Agreed scope: we clean the areas and items agreed in writing when you book. Extra work is only included if agreed in advance.
• Payment: one-off cleans are paid in full before the clean takes place.
• No refunds: once the clean has been carried out, the fee is non-refundable. This includes cases where a landlord, agent or inventory clerk later flags items as needing further cleaning.
• Guaranteed free return visit: if anything within the agreed scope was missed, we will return free of charge to put it right (snagging clean). This free return visit is our remedy for missed items, instead of a refund.
• How to claim: email info@kuroauto.com within 48 hours of the clean, or within 48 hours of receiving the check-out report, with your flat number and a copy of the report or photos.
• Access for the return visit: you (or your landlord/agent) must give us reasonable access to carry out the return visit. If access is refused or not arranged, we are not responsible for any charges made by a landlord, agent or other contractor.
• Third-party charges: KuroNest is not liable for cleaning fees, deposit deductions or other charges set by landlords, agents or their contractors.
• Not covered: damage, fair wear and tear, permanent staining, maintenance issues, and items outside the agreed scope.
• Our evidence: we may take dated photos during and after the clean as a record of the work completed.

12. Governing Law

These terms are governed by the laws of England and Wales.

Our responsibilities — and how we look after you

• A reliable cleaning team and the same cleaner where possible.
• An automatic notification before every clean so you can store and lock away valuables.
• All cleaning materials and equipment provided.
• A helpful team you can always reach at info@kuroauto.com — questions, changes to your plan or schedule, or a worry after a clean, we will always try to put things right quickly.