Last updated: 19 October 2026.
Scope and contact
These terms describe how Novara Facility Services handles cleaning and handyman enquiries and agreed services in Zuid-Holland. They apply where made available and agreed before the contract is concluded. The written quote or individual agreement specifies the actual work. Mandatory consumer rights always remain applicable. Our current business and contact details appear above.
Enquiries are not bookings
Sending a website form, email or WhatsApp message does not itself create a confirmed appointment, fixed price or accepted job. We discuss the service, location, access, scope and availability with you. We work seven days a week by arrangement; this is not a promise of round-the-clock contact or emergency attendance.
Quotes and agreeing the work
Prices are confirmed personally. Before you accept, we agree the relevant work, price or method of calculating it, any applicable VAT, materials, travel costs and appointment arrangements. An estimate based on incomplete information may need to be revised before work is agreed. Any validity period is stated in the individual quote. We confirm the agreed scope and practical arrangements in writing where appropriate.
Access, safety and preparation
Please provide accurate information about the property and work, ensure authorised and safe access and tell us about hazards, delicate surfaces, existing damage and special instructions. Water, electricity, parking, keys or access arrangements are discussed where relevant. We agree who supplies materials and equipment. We may postpone unsafe work or work requiring specialist qualifications or permissions we do not hold, and discuss a suitable next step with you.
Changes and additional work
If the requested work changes or an unexpected condition affects the scope, we discuss the impact on price and timing before carrying out additional chargeable work. We do not treat silence as approval of an extra charge. Please contact us promptly if access, the scope or your availability changes.
Appointments and cancellation
Appointments depend on the work and availability agreed with you. If either party needs to change or cancel, please make contact as soon as possible so alternatives can be discussed. There is no automatic cancellation fee created by these website terms. Any specific cancellation arrangement must be disclosed and agreed beforehand and comply with applicable law.
Consumer distance contracts and withdrawal
If a consumer service contract is concluded at a distance or away from business premises and a statutory withdrawal right applies, the consumer normally has 14 days from conclusion to withdraw without giving a reason. Before such a contract, we provide the required information and a model withdrawal form in a durable format. Contact us by email or phone to exercise a withdrawal right. An unambiguous email can state: ‘I withdraw from the service agreement for [service], agreed on [date]. Name: [name]. Address: [address]. Date: [date].’
We only start during a withdrawal period following the consumer’s express request and the required information and acknowledgements. Any proportionate payment for work already supplied, or loss of the right after full performance, is subject to the statutory conditions. A narrow legal exception may apply to specifically requested urgent repairs; it does not automatically cover unrelated additional work. We do not exclude consumer rights through these terms. If online contract acceptance is introduced, the ordering and withdrawal flow must be updated to meet the applicable requirements.
Payment
The price, applicable taxes and payment arrangements are agreed before the work. These website terms do not impose a default deposit, payment deadline, interest rate or collection charge. Any agreed payment terms and invoice are subject to mandatory law. Please raise a question about an invoice promptly using our contact details.
Quality, concerns and damage
Please tell us promptly if you believe work was not performed as agreed, or notice possible damage, and provide a description and relevant photographs where appropriate. We investigate and discuss an appropriate remedy, including an opportunity to put work right where reasonable. Nothing in these terms excludes statutory rights, restricts mandatory remedies or creates a blanket exclusion of liability.
Privacy and photographs
We use personal information as explained in our Privacy Policy. Permission to carry out work does not automatically authorise publication of identifiable photographs of your property or a testimonial. Publication is discussed separately.
Applicable law and disputes
Dutch law applies, without removing any mandatory consumer protection that applies to you. Please first contact us so we can try to resolve a concern. Any unresolved dispute may be brought before the court competent under applicable law. We do not require consumers to use a court that overrides their statutory jurisdiction rights.
Changes to these terms
The version supplied or agreed when a contract is made governs that contract unless a lawful later change is agreed. Updating this website does not retrospectively alter an existing agreement.