Version 1.0
Last Updated: July 2026
Welcome to NestHappy.
These Customer Terms & Conditions (“Terms”) explain how you may use the NestHappy website, mobile applications and related services (collectively referred to as the Platform).
Please read these Terms carefully before creating an account or booking any services through NestHappy.
By creating an account, making a booking or using the Platform, you confirm that you have read, understood and agree to be bound by these Terms.
If you do not agree to these Terms, you should not use the Platform.
NestHappy is an online marketplace that connects customers with independent self-employed service providers offering home services.
At launch these services include professional home cleaning, with additional services planned in the future including, but not limited to:
NestHappy facilitates:
NestHappy is not the employer of any provider and does not directly provide the booked services unless explicitly stated.
All services are performed by independent providers operating through the Platform.
Throughout these Terms the following definitions apply:
“NestHappy” means NestHappy Limited.
“Customer” means any person using the Platform to book services.
“Provider” means an independent self-employed individual offering services through the Platform.
“Platform” means the NestHappy website, mobile applications and associated systems.
“Booking” means a confirmed reservation made through the Platform.
“Add-on Services” means optional additional services selected during the booking process.
“Service Category” means any category of services offered through the Platform including cleaning, pet services, gardening, house sitting and future services.
To use NestHappy you must:
NestHappy reserves the right to refuse, suspend or terminate accounts where false information has been provided.
Customers are responsible for:
You are responsible for all activity carried out using your account.
If you believe your account has been accessed without permission, you should notify NestHappy immediately.
Bookings are made through the Platform by:
Once payment has been successfully authorised, your booking will be confirmed.
NestHappy will send confirmation through the Platform and, where applicable, by email.
All bookings are subject to provider availability.
NestHappy cannot guarantee that a particular provider will always be available.
Customers may request the same provider for future bookings, but availability cannot be guaranteed.
Prices displayed during booking include the selected service together with any optional add-ons.
Prices may vary depending on:
The final price will always be shown before payment is taken.
All payments are processed securely through the NestHappy Platform using approved payment providers, including Stripe.
NestHappy does not store your full payment card details.
Payment is normally taken when the booking is confirmed unless otherwise stated.
Where applicable, providers receive payment after the successful completion of the booking, less any agreed platform fees.
Customers are responsible for ensuring that providers can safely access the property at the agreed booking time.
Access may be provided by:
Customers should provide clear access instructions during the booking process.
NestHappy accepts no responsibility for access arrangements agreed directly between customers and providers.
Customers agree to:
Providers reserve the right to refuse work where they believe conditions are unsafe.
Customers may amend a confirmed booking through the NestHappy Platform, subject to provider availability.
Amendments may include:
Where an amendment cannot be accommodated, the original booking will remain in place unless cancelled in accordance with these Terms.
NestHappy cannot guarantee that the same provider will be available following a booking amendment.
Customers may cancel a booking through the NestHappy Platform.
Cancellation charges may apply depending on how much notice is provided before the scheduled booking.
Where applicable, any cancellation charges will be displayed during the booking process or outlined in the Cancellation Policy.
Repeated late cancellations may result in restrictions being placed on a customer's account.
Whilst providers are expected to honour confirmed bookings, unforeseen circumstances may occasionally prevent attendance.
If a provider needs to cancel a booking they should notify the customer as soon as reasonably possible.
Where possible, NestHappy may:
NestHappy does not guarantee that a replacement provider will always be available.
Customers are responsible for ensuring that providers are able to access the property at the agreed appointment time.
If access cannot be obtained, providers should:
If the provider is still unable to gain access after 15 minutes, the booking may be classified as a Customer No Show.
Providers may be asked to upload a time-stamped photograph of the property entrance (without displaying personal information) to assist NestHappy in resolving any subsequent dispute.
Where a Customer No Show is confirmed:
If a provider fails to attend a confirmed booking without reasonable notice, customers should notify NestHappy through the Platform.
NestHappy will investigate the circumstances and may:
Repeated provider no-shows may result in suspension or removal from the platform.
Providers should make every reasonable effort to arrive at the agreed appointment time.
If delayed, providers should notify customers as soon as possible using the NestHappy messaging system.
Customers acknowledge that unforeseen delays, including traffic, severe weather or emergencies, may occasionally occur.
Customers remain responsible for ensuring safe access to the property.
Access may include:
NestHappy accepts no responsibility for private arrangements made between customers and providers regarding keys or property access.
Where customers choose to provide keys or access codes directly to providers, this arrangement is entirely at the customer's discretion.
NestHappy recommends:
Customers remain responsible for securing their property.
Customers agree to:
Providers may refuse to undertake work they reasonably consider unsafe.
NestHappy aims to maintain consistently high standards across all services.
Customers acknowledge that results may vary depending upon:
Optional add-on services are available for selected service categories.
Examples include:
Future add-ons may also be introduced for other service categories.
Add-on prices and durations will be displayed during booking.
NestHappy may introduce additional home services in the future including, but not limited to:
Certain future services may require additional customer information or provider verification before bookings can be accepted.
Following completion of a booking, customers may be invited to leave a review.
Reviews should:
NestHappy reserves the right to remove reviews that breach these standards.
Providers may also review customers.
Customers are encouraged to raise any concerns directly with the provider through the NestHappy messaging system where appropriate.
If a resolution cannot be reached, customers may submit a complaint through the Platform.
NestHappy may request:
NestHappy will review all available information before determining an appropriate outcome.
If a customer believes damage has occurred during a booking, this should be reported as soon as reasonably possible.
Supporting evidence may include:
Providers remain responsible for maintaining appropriate insurance where required.
NestHappy may assist in facilitating communication but is not automatically liable for losses or damage arising from services provided by independent providers.
Refund requests are considered individually.
Refund decisions may consider:
NestHappy's decision following investigation will normally be final.
Customers should provide a safe working environment.
Providers may refuse work where they believe conditions present an unacceptable risk.
Examples include:
NestHappy may require providers to complete various verification processes depending on the services offered.
These may include:
Provider profiles may display verification badges where appropriate.
NestHappy operates as an online marketplace connecting customers with independent self-employed providers.
Except where required by law, NestHappy shall not be liable for:
Nothing within these Terms excludes liability which cannot legally be excluded under English law.
NestHappy processes personal data in accordance with its Privacy Policy and applicable UK data protection legislation.
Customers should review the Privacy Policy for further information.
NestHappy reserves the right to suspend or terminate accounts where fraudulent activity is suspected.
Examples include:
All content available through the NestHappy Platform, including:
remain the intellectual property of NestHappy Limited unless otherwise stated.
No content may be copied or reproduced without prior written permission.
NestHappy may amend these Terms from time to time.
Updated versions will be published on the Platform.
Continued use of the Platform constitutes acceptance of any revised Terms.
These Terms shall be governed by and interpreted in accordance with the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If you have any questions regarding these Terms or your use of the NestHappy Platform, please contact us through the NestHappy website or app.