Welcome to the Nelly’s Magic Ltd website terms and conditions for use (“Terms”). These Terms apply to the use of this Website and by accessing this Website and/or making a Booking for Services you agree to be bound by the Terms set out below. If you do not agree to be bound by these Terms please do not use our Website. By ordering any of our Services (whether by telephone, fax, email, via our website or otherwise), you agree to be bound by these Terms.

Before you place an order with us, if you have any questions relating to these Terms please contact our customer service representatives by email at or by phone at 07474679097. Please note that all calls to our customer services representatives may be recorded for quality monitoring and training purposes. is a site operated by Nelly’s Magic Ltd (“The Company”, “We”, “Us”). We are registered in England and Wales under company number 13432650 and have our registered office at 2 Oakwood Avenue, Mitcham, Surrey, United Kingdom, CR4 3DP.


“The Company”, “We”, “Us” means Magic of cleaners, a site operated by Nelly’s Magic Ltd.

“Website” means the website located at or any subsequent URL which may replace it.

“Booking” means a booking for Services made by the client on our Website and/or by phone, email or otherwise.

“Services” means cleaning services or other home services carried out on behalf of the Company.

“Cleaner” means a person or firm carrying out cleaning services on behalf of the Company.

“Client” means person, firm or corporate body for whom a cleaning service is carried out.

“Client’s Address” means the address where the Client has requested the cleaning service to be carried out.

“You” means a user of this Website.

2. Use of the website

2.1 Access to our site is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our site without notice (see below). We will not be liable if for any reason our site is unavailable at any time or for any period.

2.2 From time to time, we may restrict access to some parts of our site, or our entire site, to users who have registered with us.

2.3 If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.

2.4 You are responsible for making all arrangements necessary for you to have access to our site. You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms, and that they comply with them.

3. Registration

3.1 By registering as a user in our Website you warrant that:

3.1.1 The personal information which you provide when you register as a user and/or make a booking is true, accurate, current, and complete in all respects and

3.1.2 You will notify us immediately of any changes to this personal information by contacting our customer services representatives by e-mail at or by phone at 07474679097.

3.2 You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorized to use.

4. Contract

4.1. These Terms and Conditions represent a contract between Us and the Client.

4.2 Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.

4.3. The Client agrees that any use of the Company’s services, including placing an order for services by telephone, email or shall constitute the Client’s acceptance of these Terms and Conditions.

4.4. Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.

4.5. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.

5. Booking services

5.1 By placing an order through our Website (by telephone, fax, email or otherwise), you warrant that you are: legally capable of entering into binding contracts, and at least 18 years old.

5.2 After placing an order, you will receive an email from us acknowledging that we have received your Booking. Please note that this does not mean that your Booking has been accepted. All Bookings are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email to confirms the Booking (the “Booking Confirmation”).

5.3 You agree that you will not seek to book any Services from any of our cleaners other than via our Website for the duration of this agreement and in the 3 months after termination of this agreement.

5.4 We will need certain information from you that is necessary for us to provide the Service, for example, you name, address, contact telephone number(s), e-mail address and payment details. We will contact you about this, whether by e-mail, by telephone or letter. If you do not provide us with this requested information, or you provide us with incomplete or incorrect information, we may make additional charges of a reasonable sum to cover any extra work that is required, or we may suspend the services by giving you written notice. We will not be liable for any delay or non-performance where you have not provided this information to us after we have asked.

5.5 Minimal duration of the different services:

– Regular cleaning – min 3 hours if the cleaning is on a weekly basis or min 4 hours if the cleaning is fortnightly

– One off cleaning – min 3 hours per cleaner

– After party cleaning – min 3 hours per cleaner; two cleaners team recommended

– After builders cleaning – min 3 hours per cleaner; two cleaners team recommended

– Ironing and laundry – min 3 hours per cleaner

5.6 Advance payment – the client has to pay 60% of the entire amount not later than two days before the service. The advanced payment is applied to End of tenancy/Move in cleaning service, Oven and kitchen cleaning and Carpet and upholstery cleaning service.

6. Payment

6.1. Unless otherwise agreed by the Company the account is rendered for immediate payment on the completion of the work. The Client must make payment either by cash or credit/debit card.

6.2. All payments for regular cleaning visits must be made within 3 working days after the service or within a 2 working days if the payment is on a monthly basis.

6.3. The client understands that any “late payments” may be subject to additional charges.

6.4. If payment is not made within 30 days of the service then the client account will be passed to a collection agency, after which additional charges will apply. The client agrees as part of this contract to pay all reasonable costs in collecting unpaid charges.

6.5. The rates of payment by the Company shall be as agreed between the Company and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.

6.6 Every effort has been made on this Website to ensure that making a Booking is secure. We cannot be responsible for fraudulent use on our Website of a lost payment card.

6.7 You must maintain a valid payment card with us. You must inform us immediately if your payment card details are no longer valid.

6.8 You authorize us to seek pre-authorization of your payment card. You also authorize us to charge your payment card in full on the day of the scheduled Booking or after the scheduled Booking.

6.9 If any amount due by you is unpaid after the day of the scheduled Booking, we may charge a £10 administration fee and interest each month. This applies to every service except a regular cleaning.

6.10 A promotional code, gift card or voucher may only be used by new customers. Offer can only be redeemed once per household. Offer can only be redeemed once per customer. Offer can only be redeemed against home cleaning services (no add-on services), unless otherwise stated. Offer can only be redeemed against regular weekly or fortnightly cleans. Offers relating to a “First Clean” can be redeemed for a maximum of 4 hours.

7. Cancellation

7.1. The Client can cancel the scheduled service by giving no less than 24 hours notice by email to

7.2. For cancellations with less than 24 hours’ notice, after which arrangements to provide the Services will have commenced, we will charge an administrative fee of £25.

7.3. The Client must pay the full price of the booked service if:

7.3.1. Our cleaners arrive at the Client’s address and are unable to gain access to the Client’s home, through no fault of the Company.

7.3.2. The Client cancels the booked service with less than 5 hours prior notice.

7.4. If the Client needs to change a cleaning day or time, the Company will do its best to accommodate him/her. Any changes to booked services are subject to a 24 hours prior notice and availability.

8. Claims

8.1. The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours of the completion of the service.

8.2. The Company may require entry to the location of the claim within 24 hours to correct the problem.

8.3. The Client agrees to inspect the work immediately after its completion and to draw the cleaners’ attention to any outstanding cleaning issues while they are still on site. The cleaners will carry out any such additional work to the Client’s complete satisfaction.

8.4. If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.

8.5. In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.

8.6. While the cleaners make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.

8.7. In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning services rendered.

9. Insurance

9.1 We have a £2m public liability insurance policy underwritten by a leading insurer. There are excesses of at least £250, depending on the specific type of claim, which will be at your cost. The policy will cover any accidental damages caused by an operator working on behalf of the company, reported within 24 hours of service date.

9.2 This policy is only able to cover extreme circumstances, for example, serious injury to the cleaner or severe damage to property such as fire.

9.3. The Company reserves the right to refuse to disclose any confidential documents.

10. Liability

10.1 Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the Services you purchased in the previous six months.

10.2 We are not responsible for indirect losses which happen as a side effect of the main loss or damage, including but not limited: to loss of income or revenue; loss of business; loss of profits or contracts; loss of anticipated savings; loss of data; or, waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise.

10.3 We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your Booking and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Website.

11. Events outside our reasonable control

11.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by events outside our reasonable control.

11.2 An events outside our reasonable control includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: strikes, lock outs or other industrial action; 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 or other natural disaster; impossibility of use of railways, shipping, aircraft, motor transport or other means of public or private transport; impossibility of the use of public or private telecommunications networks; acts, decrees, legislation, regulations or restrictions of any government. If an events outside our reasonable control take place that affects the performance of our obligation under these Terms:

11.2.1 We will contact you as soon as reasonably possible, to notify you; and

11.2.2 Our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the events outside our reasonable control. Where the events outside our reasonable control affect our performance of Services to you, we will renew the services as soon as possible after the events outside our reasonable control are over.

12. Law

12.1. These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the client agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.