Terms of Service

By accessing or using the Servella platform, website, or mobile application (collectively, the “Service”), you agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, please do not use our Service.

These Terms constitute a legally binding agreement between you and Servella Ltd. (“Servella”, “we”, “us”, or “our”), a company registered in England and Wales.

We reserve the right to modify these Terms at any time. We will notify you of material changes by posting the updated Terms on our platform and updating the “Last updated” date. Your continued use of the Service after such changes constitutes acceptance of the modified Terms.

To use certain features of our Service, you must create an account. When registering, you agree to:

• Provide accurate, current, and complete information
• Maintain and promptly update your account information
• Keep your password secure and confidential
• Accept responsibility for all activities under your account
• Notify us immediately of any unauthorised use

Eligibility

You must be at least 18 years old and legally capable of entering into binding contracts to use our Service. By creating an account, you represent that you meet these requirements.

Account Termination

We reserve the right to suspend or terminate your account at any time for violation of these Terms, fraudulent activity, or any other reason at our discretion. You may close your account at any time by contacting our support team.

Service Description

Servella provides a platform connecting customers with professional cleaning service providers. Our services include standard cleaning, deep cleaning, move-in/move-out cleaning, and Airbnb/short-let cleaning.

Booking Process

When you make a booking through our platform:

• You agree to provide accurate property details and access information
• You confirm that you have the authority to grant access to the property
• You accept the quoted price and service specifications
• A booking confirmation will be sent to your registered email

Cancellation Policy

• Free cancellation: More than 24 hours before the scheduled service time
• Late cancellation (within 24 hours): A cancellation fee of 50% of the booking value may apply
• No-show or same-day cancellation: Full booking amount may be charged
• Rescheduling: Free rescheduling is available more than 24 hours before the booking

Access to Property

You are responsible for ensuring the cleaner can access your property at the scheduled time. If access cannot be gained due to circumstances within your control (e.g., no one present, incorrect access codes), the full booking amount may be charged.

Service Guarantee

We strive to provide high-quality cleaning services. If you are not satisfied with the service, please contact us within 24 hours of completion. We will investigate and, where appropriate, arrange a re-clean or refund.

Pricing

All prices are displayed in pounds sterling (GBP) and include VAT where applicable. Prices may vary based on service type, property size, and any additional extras selected.

Payment Processing

Payments are processed securely through Stripe, our third-party payment processor. By providing your payment information, you authorise us to charge your payment method for the services booked.

Payment Authorisation

• Pre-authorisation: We may place a temporary hold on your payment method up to 72 hours before your scheduled booking to verify funds availability
• Charge timing: Payment is captured after the cleaning service has been completed
• Failed payments: If payment fails, we will attempt to contact you to resolve the issue. Unpaid balances may result in account suspension

Stored Payment Methods

You may save payment methods to your account for convenience. Your payment card details are securely stored by Stripe and are not accessible to Servella staff. You can remove stored payment methods at any time through your account settings.

Subscriptions and Recurring Bookings

For recurring cleaning services, payments will be charged automatically according to your selected frequency. You may cancel or modify recurring bookings through your account with appropriate notice.

Refunds

Refunds are processed at our discretion based on the circumstances. Approved refunds will be credited to your original payment method within 5-10 business days.

Tips and Gratuities

Tips are optional and always appreciated. You may tip your cleaner through the app or in cash. 100% of tips go directly to the cleaning professional.

Insurance Coverage

Servella maintains comprehensive public liability insurance covering cleaning services performed through our platform. This insurance protects against accidental damage to your property during the course of a cleaning service.

Reporting Damage

If you believe damage occurred during a cleaning service:

• Report the issue within 24 hours of the service completion
• Provide photographic evidence where possible
• Do not dispose of damaged items before our investigation
• We will investigate all claims promptly and fairly

Limitations of Liability

To the maximum extent permitted by law:

• Our liability is limited to the value of the service provided
• We are not liable for indirect, incidental, or consequential damages
• We are not responsible for items of exceptional value not disclosed prior to the service
• We are not liable for pre-existing damage or wear and tear

Your Responsibilities

You agree to:

• Secure valuables and items of sentimental value before the cleaning service
• Inform us of any delicate or special-care items
• Ensure the property is safe for the cleaner to work in
• Provide accurate information about pets, alarm systems, and access

You agree not to:

• Use the Service for any unlawful purpose
• Provide false or misleading information
• Harass, abuse, or threaten cleaners or Servella staff
• Circumvent the platform to arrange services directly with cleaners
• Share your account credentials with others
• Attempt to reverse-engineer or compromise our systems
• Post false reviews or manipulate ratings
• Solicit cleaners for employment outside the platform

Violation of these prohibitions may result in immediate account termination and potential legal action.

The Servella name, logo, and all related trademarks, service marks, and intellectual property are owned by Servella Ltd.. You may not use our intellectual property without prior written consent.

All content on our platform, including text, graphics, logos, images, and software, is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or create derivative works without our permission.

User Content

By posting reviews, feedback, or other content on our platform, you grant Servella a non-exclusive, royalty-free, worldwide license to use, display, and distribute such content in connection with our Service.

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms or your use of the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Dispute Resolution

We encourage you to contact us first to resolve any disputes. Many issues can be resolved quickly through our customer support team.

Consumer Rights

Nothing in these Terms affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015. If any provision of these Terms conflicts with mandatory consumer protection laws, those laws shall prevail.

Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

If you have any questions about these Terms or our Service, please contact us:

For urgent matters during a booking, please use the in-app support feature or call our support line.