Terms of Service

Introduction

These Terms and Conditions apply to all services provided by Novah (“we”, “us”, “our”) to customers (“you”, “the customer”).

By booking or using our services, you agree to these Terms and Conditions.

1. Company Information

Business name: Novah

Location: Helsinki, Finland

Email: info@novah.fi

Phone: +358 46 802 8990

Business ID: 3598125-9

2. Services

Novah provides residential and commercial cleaning services, including but not limited to:

  • Home cleaning
  • Move-out cleaning

3. Booking & Payment

All bookings are made online, by phone, or via written agreement.

Prices are shown in euros (€) and include applicable VAT (ALV), unless stated otherwise.

Payment must be completed according to the agreed method (invoice, card, or other).

Late payments may incur reminder fees and statutory interest in accordance with Finnish law.

4. Cancellation & Rescheduling

Cancellations or rescheduling must be made at least 24 hours before the scheduled service.

Late cancellations (less than 24 hours) may be charged up to 50–100% of the service price.

If access to the property is not provided at the agreed time, the service is considered completed and charged in full.

5. Customer Responsibilities

The customer agrees to:

  • Provide safe and reasonable access to the property.
  • Inform us in advance of any risks, damages, fragile items, or special instructions.
  • Secure pets and valuables before the service.
  • Ensure utilities (water, electricity) are available.

6. Quality Guarantee & Complaints

If you are not satisfied with the service, please contact us within 48 hours of completion.

We may offer a re-clean or partial refund at our discretion.

Complaints made after 48 hours may not be accepted.

Normal wear, permanent stains, or damage caused by poor materials or prior conditions are not considered cleaning faults.

7. Liability & Damages

Novah is insured according to Finnish business standards.

We are liable only for direct damages caused by proven negligence.

We are not liable for indirect or consequential losses.

Any damage must be reported immediately or within 48 hours.

Our liability is limited to the value of the service provided unless mandatory law requires otherwise.

8. Health & Safety

We reserve the right to refuse or stop a service if:

  • The environment is unsafe or unhygienic beyond normal cleaning standards.
  • There is a risk to our staff’s health or safety.
  • Illegal or hazardous materials are present.

9. Right of Withdrawal (Consumers)

According to EU consumer law:

  • Consumers have a 14-day right of withdrawal for distance contracts.
  • This right may not apply once the service has been fully performed with the customer’s consent.
  • By booking a service within 14 days, you consent to the service starting immediately.

10. Personal Data & GDPR

We process personal data in accordance with the EU General Data Protection Regulation (GDPR) and Finnish data protection laws.

Data collected may include name, address, contact details, and booking and payment information. Data is used only for service delivery, customer communication, and legal and accounting purposes.

For more details, see our Privacy Policy.

11. Force Majeure

We are not responsible for delays or failures caused by events beyond our control, including but not limited to:

  • Illness
  • Accidents
  • Extreme weather
  • Government actions or strikes

12. Governing Law & Disputes

These Terms are governed by Finnish law.

Any disputes will primarily be resolved through negotiation.

If unresolved, disputes may be brought before Finnish courts or the Finnish Consumer Disputes Board (Kuluttajariitalautakunta).

13. Changes to Terms

We reserve the right to update these Terms at any time. The version published on our website is always the current version.