Terms & Conditions

1. About Newclean

Newclean is a community-based cleaning services company operating in Metro Vancouver, British Columbia. We offer three distinct service types. Please identify which service you have booked, as the terms differ between them.

2. Service Types

2.1 iClean Compact (from $20 CAD)

The iClean Compact is a portable Bissell Little Green carpet cleaner for spots, rugs, stairs and small areas. Each rental is 48 hours. You choose how you get and return the machine when you book:

• Self pickup and return ($20 CAD, 48 hours): You pick up the machine at 5133 Garden City Road, Richmond, BC V6X 4H9 during your booked window and bring it back there, clean, by the end of your rental period.
• Newclean delivery and pickup ($40 CAD, 48 hours): Newclean brings the machine to your address during your booked window and collects it at the end of your rental. An area delivery charge may apply based on your postal code. It is shown before you pay.
• Handoff between customers: When bookings are close together, Newclean may arrange for the machine to go straight from one customer to the next. If this applies to your booking, Newclean will tell you the pickup or drop off address and time in advance. You must have the machine clean and ready at the time we give you. Your rental fee does not change.

• Rental fee: charged at booking
• Cleaning deposit: $20 CAD card hold (not charged unless conditions in Section 5 apply)
• Standard rental period: 48 hours
• Extensions: $15 CAD per additional 24 hours, if the machine is not already booked for the next customer (see Section 6.1)
• Return required: Yes. Clean the machine and complete the online return form with photos before your return time.

At every pickup, delivery or handoff, check the machine and take photos of its condition before you use it, and again when you return it or hand it on. Report any damage or dirt to Newclean right away (see Sections 4.5 and 7.4). Your cleaning deposit is released once your return form and photos are accepted. If the machine is not clean and ready at the time given, or is not returned, Newclean will arrange collection and Section 5 applies.

For a handoff between customers, Newclean shares only the details needed for that handoff, such as your name, phone number, and the address and time, with the other customer, as described in our Privacy Policy. If you are a tenant, please make sure your building allows the handoff at your address, or ask us for another arrangement.

2.2 Machine Rental - NC Team Delivers ($50 / $60 / $70 CAD)

The Newclean team delivers a larger iClean machine to your address on your booked date. When you are finished, our team comes to collect the machine. You do not fill out a return form, and you do not need to arrange a handoff to another user.

• Rental fee: $50 / $60 / $70 CAD depending on machine selected, charged at booking
• Standard rental period: 48 hours
• Damage protection: Not included in the current Square rental-fee checkout. Any separate authorization will be disclosed before it is enabled.
• Extensions: $25 CAD per additional 24 hours
• Return required: No - our team collects the machine from you

2.3 Service Package - NC Team Cleans On-Site ($100 / $120 / $140 CAD)

The Newclean team arrives at your address and performs carpet cleaning on-site. No machine is given to you. Our team brings all equipment and takes it when the job is complete.

• Service fee: $100 / $120 / $140 CAD depending on size, charged at booking
• No security deposit
• No return required
• No extensions applicable

3. Booking & Payment

3.1 How to Book

Bookings are made through our website. You provide your name, email, phone number, address, and preferred date and time window. Payment is made by credit or debit card through the provider assigned to your service.

3.2 Payment Processing

Apartment Cleaning and Regular Rental payments are processed by Square. iClean Compact payments are processed by Stripe. Newclean does not see or store your full card number. By completing a booking, you authorize the applicable provider to charge the displayed service or rental fee.

3.3 All Prices in Canadian Dollars

All prices listed are in Canadian dollars (CAD). No other currency is accepted.

3.4 Card on File

iClean Compact card-on-file and deposit handling remains with Stripe. A Regular Rental fee paid through Square does not by itself create a separate deposit authorization. Any Regular Rental damage-protection authorization will be disclosed separately before it is enabled.

4. Cancellations & Refunds

4.1 Cancellation Before Pickup / Delivery

You may cancel your booking at no charge if:

• The machine has not yet been picked up (iClean Compact) or delivered (Machine Rental), and
• The cancellation is made at least 24 hours before your booked date.

Use the cancellation link in your confirmation email. Upon cancellation, the rental fee will be fully refunded within 5 to 10 business days. Any applicable iClean Compact deposit hold will be released.

4.2 Cancellation After Pickup / Delivery

Once you have picked up the machine (iClean Compact) or the machine has been delivered to you (Machine Rental), cancellations are not available and the rental fee is non-refundable.

4.3 Service Package Cancellations

Service Package bookings may be cancelled at no charge up to 48 hours before the scheduled service date. Cancellations within 48 hours of the scheduled date are non-refundable.

4.4 Newclean-Initiated Cancellations

If Newclean must cancel your booking due to equipment unavailability or operational reasons, you will receive a full refund within 3 to 5 business days.

4.5 Dirty Machine Credit

If you receive an iClean Compact machine that was already dirty when you picked it up, photograph the machine before use and upload that photo with your return form. Newclean will issue a $10 CAD credit to your payment card as compensation.

4.6 No Refunds for Partial Use

Rental fees are not prorated. If you use the machine for less time than your rental period allows, no partial refund is issued.

5. Security Deposit - Terms of Hold and Charge

5.1 What the Deposit Is

The cleaning deposit is a temporary hold on your payment card: $20 CAD for iClean Compact, and $40 CAD for a big machine rental or iClean Max. It is not a charge. It only reduces your available credit temporarily, and it is not charged unless the conditions in Section 5.3 apply.

5.2 When the Deposit Is Released

• iClean Compact: Released automatically when you submit your completed return form with the required photos and the return is accepted by our system.
• Machine Rental and iClean Max: Released when you complete the cleaning steps we send you, with the required photos, and the return is accepted.

5.3 When the Deposit May Be Charged

The cleaning deposit is $20 CAD for the iClean Compact and $40 CAD for a big machine rental. For iClean Max, which includes a big machine and a Compact, the total cleaning deposit is $40 CAD. The cleaning deposit may be charged in the following circumstances only:

• The machine is returned physically damaged (cracked parts, broken hose, damaged tanks)
• The machine is returned heavily soiled with no visible attempt to clean it
• The machine is not returned and we are unable to reach you after reasonable attempts
• The machine is lost

(Normal wear, minor surface dirt, or a slightly damp machine upon return does not trigger the deposit charge.)

5.4 Damage Exceeding the Deposit

If damage to the equipment exceeds an authorized deposit, Newclean reserves the right to seek recovery of the actual repair or replacement cost through other lawful means. You will be notified in writing before any additional charge is made.

5.5 Dispute Process

If you believe a deposit charge was made in error, contact us at sales@newclean.io within 7 days of the charge. We will review the records and respond within 3 business days.

6. Extensions

6.1 iClean Compact Extensions

Extensions are available at $15 CAD per additional 24 hours. Use the extension link in your confirmation email. Extensions are not available if the machine is already booked for the next customer, including a handoff between customers that Newclean has arranged (see Section 2.1).

6.2 Machine Rental Extensions

Extensions are available at $25 CAD per additional 24 hours. Use the extension link in your confirmation email or contact us directly.

6.3 Overdue Returns

If the machine has not been returned or a required return form submitted within a reasonable time beyond your rental period, Newclean will send a reminder. If it remains unreturned after further notice, an authorized deposit may be charged and the matter may be referred to collections.

7. Equipment Use - Rules & Responsibilities

7.1 Permitted Uses

The equipment provided is intended for cleaning carpets, rugs, upholstery, stairs, car seats, and similar soft surfaces using the included cleaning solution or a compatible liquid detergent.

7.2 Prohibited Uses

You must not:

• Use the machine on hard floors, tile, or surfaces not designed for wet extraction cleaning.
• Use cleaning products that are corrosive, flammable, or incompatible with the machine.
• Allow children to operate the machine unsupervised.
• Attempt to disassemble, repair, or modify the machine in any way.
• Sublet or lend the machine to any third party other than through Newclean's coordinated handoff or pickup process.

7.3 Your Responsibility for the Machine

From the moment you take possession of the machine until it is returned or collected, you are responsible for its safekeeping. This includes protecting it from theft, loss, or accidental damage.

7.4 Machine Condition on Pickup (iClean Compact)

You are required to inspect the machine when you pick it up. If you notice any pre-existing damage, photograph it immediately and report it before use. Failure to report pre-existing damage may result in that damage being attributed to your rental period.

8. Carpet Drying - Important Advice

Applicable to Machine Rental & Service Package.

After carpet cleaning, wet carpets must be dried as quickly as possible to prevent mould, mildew, and odour. Newclean strongly recommends:

• Close all windows and exterior doors in the cleaned area
• Turn on your home heating to approximately 30°C (86°F)
• Run this for 2 to 4 hours after cleaning
• Use a fan or open interior doors to improve air circulation
• Avoid walking on wet carpets until they are fully dry

Warning: Failure to dry carpets promptly may result in mould growth, carpet damage, or subfloor damage. Newclean is not responsible for any damage arising from inadequate drying after cleaning. If you are uncertain about drying conditions in your space, contact us before booking.

9. Liability & Limitation of Liability

9.1 Equipment Use at Your Own Risk

You use Newclean equipment entirely at your own risk. Newclean is not responsible for any:

• Damage to carpets, flooring, furniture, or property resulting from use or misuse
• Personal injury to you or any third party arising from the use of our equipment
• Damage caused by improper use of cleaning solutions
• Loss or damage resulting from failure to follow provided operating instructions
• Mould, water damage, or structural damage resulting from inadequate drying

9.2 Maximum Liability

To the fullest extent permitted by law, Newclean's total liability to you under these Terms shall not exceed the amount you paid for your specific booking.

9.3 Force Majeure

Newclean is not liable for delays or failures caused by events beyond our reasonable control, including severe weather, infrastructure failure, or public health emergencies.

9.4 Service Package Liability

For Service Package bookings, Newclean takes reasonable care in performing the service. However, we are not liable for pre-existing carpet stains that cannot be fully removed, colour fading/shrinkage due to the nature of the material, or damage to carpets that are already weakened, heavily worn, or improperly installed.

10. Referral Program (iClean Compact Only)

10.1 How It Works

Your confirmation email includes a personal referral link. When someone books through your link and picks up the machine, $15 CAD is automatically refunded to your original payment card. No action is required on your part.

10.2 Ongoing Bonus

For each additional booking made through your link within 7 days of your own order, you earn $1 CAD per booking. These bonuses accumulate and are paid out by the Newclean team within the week.

10.3 No Cap

There is no limit on how much you can earn through referrals.

10.4 Conditions

Referral rewards are only paid when the referred person successfully completes their pickup. If their booking is cancelled before pickup, no reward is issued. Referral rewards are non-transferable and have no cash alternative other than the refund to the original card.

11. Changes to These Terms

Newclean reserves the right to update these Terms at any time. Changes will be posted on this page with an updated effective date. Continued use of our services after changes are posted constitutes acceptance of the revised Terms.

12. Governing Law

These Terms are governed by the laws of the Province of British Columbia, Canada. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of British Columbia.

13. Contact

For questions, disputes, or cancellation requests:

• Messenger: Ask us on Messenger
• Email: sales@newclean.io
• Phone: (778) 887-0969