About These Terms

These Terms & Conditions apply to cleaning services arranged with JOJO’s New, operated by JOJO INNOVATIONS LTD, Company No. 13036844.

By requesting or confirming a cleaning appointment, the customer acknowledges that they have had an opportunity to review these terms and that the agreed service is subject to the conditions set out here.

These terms apply to carpet cleaning, upholstery cleaning and other cleaning work specifically agreed with the customer before the appointment.

Our Cleaning Services

JOJO’s New provides practical carpet and upholstery cleaning services for homes and small businesses. Services are carried out by our own trained technicians using standard cleaning equipment and suitable cleaning solutions.

The exact cleaning work depends on the service requested, the areas identified by the customer and the requirements agreed before the appointment.

We do not sell physical goods through the cleaning service. The customer is paying for the agreed cleaning work and related service arrangements.

Booking Requests

Customers may contact JOJO’s New through the website or our official communication channels to request a cleaning appointment.

A booking request is not a confirmed appointment. We may need to review the property type, areas to be cleaned, access arrangements and other practical requirements before confirming the service.

An appointment becomes confirmed only when the service requirements, applicable fee and booking arrangements have been agreed.

Minimum Booking Notice

Cleaning appointments must be requested at least 1 full day before the requested service date.

Same-day cleaning bookings are not available. Requests received on the requested service day will not be treated as confirmed same-day appointments and may be considered for a later available date.

Any replacement appointment arranged after a cancellation or change must also meet the minimum one-day advance booking requirement.

Service Requirements

Customers are responsible for providing accurate information about the property and the cleaning work requested. This may include the property type, approximate areas, carpet or upholstery requirements, access details and any relevant restrictions.

If additional information is required before the service can be confirmed, we may contact the customer before accepting the booking.

A material change to the information provided may require the service fee, scope or appointment to be reviewed before work begins.

Service Confirmation & Pricing

Prices displayed on the website may represent starting prices for the listed cleaning service. The applicable price for an individual appointment will depend on the cleaning requirements reviewed and agreed with the customer.

Payment arrangements are confirmed after the service requirements have been reviewed. The customer will be informed of the applicable service fee and booking arrangements before the appointment is confirmed.

Where the requested work changes substantially before the appointment, we may need to confirm a revised service fee before proceeding.

Payment Arrangements

JOJO’s New does not process online payments through this website.

After confirming the cleaning service details, customers will receive payment information and booking arrangements through our official communication channels.

Available payment methods may vary depending on the agreed service and customer requirements. The payment instructions provided for an individual booking will set out the applicable arrangements.

Customer Responsibilities

Customers must provide accurate information and reasonable access to the areas included in the agreed cleaning service.

Customers should identify known material restrictions, manufacturer instructions, previous treatments or other information that may be relevant to the requested cleaning work before the appointment.

Customers should also remove or secure personal items where reasonably necessary so that the agreed cleaning areas can be accessed safely and practically.

Property Access

Customers are responsible for ensuring that our team can reasonably access the property and the agreed cleaning areas at the scheduled appointment time.

Where access requires a key, entry code, building instruction or another arrangement, the relevant information should be provided before the appointment.

If access cannot be provided because the customer is unavailable, instructions are incorrect or another customer-controlled issue prevents the service from starting, the appointment may be treated as a same-day cancellation under the applicable cancellation terms.

Appointment Times

Our team will attend at the agreed appointment time or within the service window communicated to the customer.

Customers should allow reasonable time for access and preparation before the cleaning work begins. Delays caused by customer-controlled access issues may reduce the practical time available for the service.

If an appointment cannot reasonably proceed because of a substantial delay or access problem, we may need to rearrange the service in accordance with the applicable cancellation and booking terms.

Cleaning Conditions

Cleaning results can vary according to the material, age, condition, previous use, previous treatment, staining, wear, discolouration and general condition of the carpet or upholstery.

Customers understand that cleaning is intended to clean the agreed surfaces and is not automatically a repair, replacement or restoration service.

Existing damage, deterioration, permanent staining, fading or wear may remain after the cleaning work has been completed.

Service Limitations

We will carry out the agreed cleaning work using standard equipment and suitable cleaning solutions. However, no particular cleaning result can be guaranteed where the condition or material of a surface affects the outcome.

We do not guarantee complete removal of every stain, mark, odour, discolouration or other existing condition.

Where a requested surface or area is not reasonably suitable for the agreed cleaning method, the work may be adjusted, limited or declined after discussion with the customer.

Changes to the Service

Customers should notify us as soon as possible if they want to add, remove or change cleaning areas before the appointment.

Additional work is not automatically included in the original service fee. Where additional requirements are accepted, the service scope and applicable fee will be confirmed before the additional work is undertaken where reasonably possible.

A substantial change may require the original booking to be reviewed and re-confirmed.

Cancellation & Rescheduling

Customers may request cancellation or rescheduling of a confirmed appointment by contacting us through an official communication channel.

Same-day rescheduling is not available. A replacement appointment must be arranged at least 1 full day in advance and remains subject to availability.

When a Booking May Be Cancelled by Us

JOJO’s New may need to cancel or rearrange an appointment where circumstances prevent the agreed cleaning service from being carried out as planned.

This may include unexpected access conditions, technician availability, equipment requirements, operational issues or other practical circumstances affecting the scheduled service.

Where we cancel a confirmed appointment and a payment has already been made for the affected service, we will communicate with the customer regarding the applicable refund or an alternative appointment.

Refund Processing

Where a refund is due, JOJO’s New will normally arrange the refund within 5 business days after the cancellation and refund amount have been confirmed.

After a refund has been issued, customers should normally allow up to 10 business days for the funds to appear in the relevant account, depending on the payment method and financial institution involved.

If the refund has not appeared after this period, the customer should contact us so that the refund record can be checked.

Service Disclaimer

JOJO’s New will make reasonable efforts to provide the confirmed cleaning service in accordance with the agreed booking details. However, cleaning results may be affected by conditions that cannot always be identified before work begins.

Information provided by our team about the practical cleaning service is not intended to be a guarantee about the condition, future performance or expected lifespan of any carpet, upholstery, furnishing or property surface.

Customers remain responsible for providing relevant information about the surfaces they ask us to clean and for following any applicable manufacturer instructions.

Responsibility for Existing Conditions

JOJO’s New is not responsible for conditions that existed before the cleaning service, including existing wear, deterioration, fading, permanent staining or other pre-existing surface conditions.

We are also not responsible for outcomes caused by information that was not provided before the appointment, undisclosed restrictions or conditions outside the agreed cleaning work.

Where a customer identifies a relevant issue before work begins, we will consider the information and may adjust the agreed cleaning approach where reasonably appropriate.

Customer-Provided Information

Customers must take reasonable care to ensure that information supplied for the booking is accurate and complete.

If important information is missing or materially inaccurate and this affects the service, the appointment may need to be changed, rearranged or cancelled.

Any resulting cancellation or rearrangement may be handled under the applicable booking and cancellation terms.

Exceptional Circumstances

Occasionally, circumstances outside the reasonable control of the customer or JOJO’s New may affect an appointment. These circumstances may include significant access problems, unexpected property conditions, transport disruption, equipment problems or other practical events affecting the service.

Where such circumstances arise, we will communicate with the customer and consider whether the appointment should be delayed, rearranged or cancelled.

An exceptional circumstance does not automatically create a right to a full refund. Any refund or alternative arrangement will depend on the circumstances and the stage of the booking.

Service Records

Booking information, service requirements and related communication may be retained for up to 24 months after the latest booking or service interaction where reasonably necessary for administration, customer communication and service records.

Information that is no longer required will be removed or otherwise handled in accordance with our information handling practices.

Contact & Complaints

Customers should contact us as soon as possible if they have a question about a booking, service arrangement, cancellation, payment arrangement or completed cleaning service.

Providing the booking details and a clear description of the matter will help us review the issue and respond appropriately.

Changes to These Terms

These terms may be updated from time to time to reflect changes to our cleaning services, booking arrangements or operating procedures.

The version applicable to a confirmed appointment will normally be the version communicated or made available when that appointment was arranged, unless a later change is required to clarify an existing arrangement or is otherwise agreed with the customer.

Customers should review the current version before making a new booking.

General Disclaimer

These terms describe the practical conditions for arranging and receiving the agreed cleaning service. They do not promise a specific cleaning result where the outcome depends on the condition, material or previous treatment of a surface.

Customers are responsible for providing accurate information, reasonable access and any relevant instructions needed for the agreed service.

Where a matter is not specifically covered by these terms, JOJO’s New will consider the booking details, the agreed service requirements and the circumstances of the individual appointment.