Terms of service.

Last updated: 15/04/2025

Welcome to Nord Living. By using our website, booking services, or engaging with any part of our business, you agree to the following Terms & Conditions. These ensure transparency, protect your rights as a customer, and define the scope of our services.

1. Who We Are

Nord Living (“we”, “us”, or “our”) provides professional housekeeping, laundry, and resident lifestyle services in partnership with luxury residential buildings across the UK.

Our registered company name is: North and Nord Services Ltda.

Company number: 16384078

Registered address: Apartment 406 Northill Apartments 65 Furness Quay, Salford, England, M50 3DJ

2. Service Overview

We offer the following services:

  • Housekeeping (regular & one-off cleans)

  • Laundry & linen services

  • Light lifestyle support (as agreed with building partners)

All services are carried out by trained and vetted team members or subcontractors under the Nord Living brand.

3. Booking & Confirmation

Services can be booked via:

  • Our online booking portal: https://linktr.ee/homehousekeeping

  • Our Resident Relations Team

Your booking is confirmed once you receive a confirmation email or message. We reserve the right to decline or reschedule any booking based on availability or access.

4. Access to Property

By booking with us, you agree to grant safe and secure access to the property at the agreed time.

We ask that:

  • Keys/fobs are left with your building concierge if you will not be home during your service.

  • Someone is home if the above does not apply.

  • Pets are secured or notified in advance

If we cannot access your property, it will be treated as a late cancellation (see Section 6).

5. Payment Terms

We accept payments via [Stripe / Bank Transfer / Invoicing (When approved)

  • All Housekeeping bookings must be paid in advance unless invoicing has been arranged.

  • If payment fails or is delayed, services may be paused until the balance is cleared.

Any third-party payment processing (e.g. Stripe) is handled securely. We do not store card details directly.

5.1 Laundry Delivery & Payment Enforcement

Laundry services must be paid in full prior to delivery. (Unless invoicing has been agreed)

If payment has not been received before the scheduled delivery:

  • The order will be held securely at our facility

  • You will be notified via message/app.

  • Delivery will be rescheduled once payment is confirmed

  • We reserve the right to apply a late payment fee of £10.00.

Repeated failure to pay in advance may result in suspension of services.

6. Cancellations, Reschedules & No-Shows

  • You can cancel or reschedule up to 24 hours before your Housekeeping booking with no charge.

  • Cancellations within 24 hours may be charged up to 100% of the booking.

  • If we arrive and cannot access the property, a no-show fee may be charged up to 100% of the booking.

We understand emergencies happen — contact us directly if you need flexibility.

7. Refunds & Service Issues

If you are not satisfied with your service, please let us know within 24 hours of the visit.

We will:

  • Investigate the issue promptly

  • Offer a re-clean or credit where appropriate

  • Issue refunds at our discretion if a service was not delivered as promised

8. Liability & Damages

We treat your home and belongings with care. However:

  • We are not liable for pre-existing damage or wear

  • Minor cosmetic marks (e.g. from vacuuming) may occur as part of normal service

  • For any proven damage caused by our staff, we will offer repair or reimbursement up to the value of £250.00.

  • You must notify us of any issues within 24 hours of the visit.

We advise removing valuables or locking away sensitive items during service.

9. Subcontractors & Staff

Our team may include Nord Living staff or subcontracted professionals. All individuals are:

  • Fully vetted

  • DBS/CRB-checked

  • Trained in Nord Living protocols

10. Privacy & Data

We take your privacy seriously. Please refer to our Privacy Policy to understand how we collect, store, and use your personal data.

11. Website Use & Content

All content, branding, and imagery on our website is owned by Nord Living unless stated otherwise. You may not:

  • Copy or distribute website content

  • Use our branding without permission

  • Attempt to interfere with site functionality or security

12. Updates to Terms

These Terms & Conditions may be updated from time to time. We will post changes on our website with a new effective date. Continued use of our services implies acceptance of the latest terms.

13. Contact Us

If you have any questions or wish to raise a concern, please contact: us on the details below.