Terms Conditions | Privacy Policy

NEWCLEAN - TERMS & CONDITIONS
Effective Date: June 2026 Location: Newclean · Richmond, BC, Canada Contact: Email: [email protected] · Phone: (778) 887-0969
These Terms & Conditions ("Terms") govern your use of Newclean's services. By completing a booking, you confirm that you have read, understood, and agreed to these Terms in full.
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 - Community Share ($30 CAD) A portable iClean Compact Little Green machine is circulated within a community of users ("the circle"). You pick up the machine from the previous person's door, use it for your cleaning needs, then leave it at your own door for the next person in the circle. Newclean coordinates the logistics in the background.
Rental fee: $30 CAD, charged at booking
Security deposit: $25 CAD held on file (not charged unless conditions in Section 5 apply)
Standard rental period: 48 hours
Extensions: $15 CAD per additional 24 hours
Return required: Yes - via online return form with photos
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
Security deposit: $25 CAD held on file (only charged manually if damage is confirmed - see Section 5)
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 Stripe.
3.2 Payment Processing: All payments are processed by Stripe, a PCI-DSS compliant payment processor. Newclean never sees or stores your full card number. By completing a booking, you authorize Stripe to charge the rental or service fee and, where applicable, to hold a $25 CAD security deposit on your card.
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: For iClean Compact and Machine Rental bookings, your card is saved securely on file for the duration of your rental to facilitate deposit release and, if applicable, extension charges. This authorization ends upon successful completion of your rental.
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 5–10 business days, and the $25 deposit hold will be released immediately.
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 3–5 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 $25 CAD security deposit is a temporary hold on your payment card. It is not a charge. It does not appear as a debit on your account - it only reduces your available credit temporarily.
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: Released manually by the Newclean team once our team has collected the machine and confirmed it is in acceptable condition.
5.3 When the Deposit May Be Charged: The $25 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 $25 CAD, Newclean reserves the right to seek recovery of the actual repair or replacement cost through additional charges to the card on file or 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 [email protected] 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 next person in the circle has already been pre-linked to your machine.
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 return form submitted within a reasonable time beyond your rental period, Newclean will send a reminder. If the machine remains unreturned after further notice, the $25 deposit may be charged and 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 a third party outside your household
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 2–4 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:
Chat: ✦ Ask Nova (on our website)
Email: [email protected]
Phone: (778) 887-0969

NEWCLEAN PRIVACY POLICY
Effective Date: June 2026 Location: Newclean · Richmond, BC, Canada Contact: Email: [email protected]
This Privacy Policy explains what personal information Newclean collects, how we use it, and your rights regarding your data. By using our services, you consent to the practices described in this policy.
1. INFORMATION WE COLLECT When you book with Newclean, we collect the following:
Name booking identification and communication
Email address confirmation, reminders, and support
Phone number urgent coordination and follow-up
Home address and unit number machine delivery, pickup coordination, or service visit
Postal code community circle matching (iClean Compact only)
Preferred date and time window scheduling
Return photos machine condition verification (iClean Compact only)
Stripe payment token and last 4 digits of card payment confirmation and deposit management
Note: We do not collect or store your full credit card number, CVV, or banking credentials. These are handled entirely by Stripe.
2. HOW WE USE YOUR INFORMATION We use your information solely to:
Process, confirm, and manage your booking
Coordinate machine pickup, delivery, collection, or on-site service
Send you booking confirmation, reminders, extension, and return emails
Process deposit releases, refunds, and referral rewards
Respond to your questions and support requests
Maintain records for accounting and legal compliance
We do not use your information for advertising, profiling, or any purpose unrelated to your booking.
3. WHO WE SHARE YOUR DATA WITH We share your data only with the following service providers, strictly as needed to operate our services:
Stripe (stripe.com) payment processing and card-on-file management
Google calendar scheduling for internal team coordination
Gmail / Google SMTP delivery of booking confirmation and reminder emails
We will never sell, rent, or trade your personal data to any third party for marketing or commercial purposes.
4. iClean COMPACT PICKUP COORDINATION For iClean Compact bookings, your pickup address and unit number are shared with the previous person in the circle so they can leave the machine at the correct location. Similarly, the next person in the circle receives your address and unit number so they can collect the machine from you. This sharing is limited strictly to what is necessary for the handoff and is not used for any other purpose.
5. DATA RETENTION
Personal Information: We retain your personal information for up to 12 months from the date of your booking for service records and accounting purposes.
Return Photos: Return photos are retained for up to 90 days after your rental is completed, then deleted.
Deletion: After the applicable retention period, your data is permanently deleted from our systems.
6. YOUR RIGHTS Under British Columbia's Personal Information Protection Act (PIPA) and applicable Canadian privacy law, you have the right to:
Access the personal information we hold about you
Correct any inaccurate information
Request deletion of your personal data (subject to legal retention requirements)
Withdraw consent to data processing (this may affect your ability to use our services)
To exercise any of these rights, email us at [email protected]. We will respond within 5 business days.
7. SECURITY We take reasonable technical and organizational measures to protect your personal information, including:
HTTPS encryption for all data transmitted through our website
Stripe's PCI-DSS compliant infrastructure for all payment data
Access controls limiting who within Newclean can access your booking information
No system is completely secure. If you have concerns about the security of your data, contact us at [email protected].
8. COOKIES Our website may use basic session cookies for functionality. We do not use tracking cookies, advertising cookies, or third-party analytics cookies.
9. CHILDREN'S PRIVACY Our services are intended for adults aged 18 and over. We do not knowingly collect personal information from anyone under the age of 18.
10. CHANGES TO THIS POLICY We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated effective date. We encourage you to review this page periodically.
11. CONTACT For privacy questions or data requests:
Email: [email protected]
Phone: (778) 887-0969
Address: Vancouver, BC, Canada