General Terms and Conditions for Using the Platform: www.addatopclean.de
Please read this Terms of Service Agreement carefully. By accessing or using our sites and services, you agree to be bound by these terms and any terms incorporated herein by reference. It is your responsibility—whether you are a user, customer, or prospective customer—to review these terms and conditions prior to utilizing this site. If you do not agree to all the terms and conditions, please refrain from accessing or using our sites and services. This Terms of Service Agreement is effective as of January 3, 2020.
The following terms and conditions constitute a legally binding agreement that governs the relationship between AddaTopClean and its users, as well as any individuals who may interact with our services.
AddaTopClean is a professional service company specializing in both commercial and residential cleaning. Our website serves as a booking platform service, providing a range of residential and commercial cleaning services. Please review our policies and descriptions for more information on our offerings.
I. Services and Booking
AddaTopClean is pleased to provide you with our cleaning services, and by proceeding with your booking, you agree to pay the quoted price as listed on our website, via bank transfer, or in cash at the time of your appointment.
To request a service, please complete your reservation through our website. You will be asked to provide your personal information, a description of your residence, the desired service, and your preferred cleaning date and time. Please note that while we strive to accommodate your selected date and time, these are provisional and subject to availability. We will confirm your booking via email and/or SMS after reviewing your request.
Our live price calculator is available to provide an estimate for your cleaning service; however, additional costs may apply as outlined in paragraphs iii and xi of our terms.
It is essential that you select the appropriate service and any additional options accurately. Each of our cleaning categories is tailored to specific needs, including the areas to be cleaned, difficulty levels, execution times, and the products and equipment used.
If you have opted for a recurring cleaning service but your residence requires a deep cleaning, please be aware that a standard light or basic maintenance cleaning may not be feasible. We will assess the situation promptly to determine if additional time can be allocated to complete the job. Should we accommodate the extra time, we reserve the right to issue an additional invoice reflecting the corresponding charges.
In the unfortunate event that we must decline the execution of the job, our rescheduling and cancellation policy will apply as detailed in paragraph v. To avoid any complications, we encourage you to make an accurate and thorough booking from the outset.
II. Declutter Before Cleaning
To ensure our cleaning technicians can work efficiently and effectively, we kindly ask that you declutter your space prior to their arrival. This includes removing items such as clothing, toys, and dishes from the kitchen sink. By doing so, you will maximize productivity and guarantee that your home receives the highest quality cleanliness possible. If you would prefer our cleaning technicians to handle this task for you, please select the ‘Declutter’ option as an extra service during the booking process.
III. Extra Services
For each service package, a comprehensive description of what is included can be found on our website. Each service also offers a selection of additional services that can be added during the booking process. Options include washing dishes (by hand or in an empty dishwasher), decluttering, and changing sheets (which should be left on the bed), among others.
Please note that any additional services not selected at the time of booking will not be included in your cleaning. If the job cannot be completed due to omitted details—such as the presence of pets, clutter, or requests for a deep cleaning—we will assess whether additional time can be allocated on short notice to fulfill the job requirements. Should we determine, that extra time can be accommodated and the job proceeds, we reserve the right to issue an additional invoice reflecting the corresponding charges.
In the unfortunate event that we must decline to execute the job, our rescheduling and cancellation policy will apply (refer to paragraph V). To avoid potential complications, we strongly encourage you to make a precise and accurate booking from the outset.
IV. Cleaning Supplies and Equipment
At AddaTopClean our cleaning professionals are fully equipped with high-quality cleaning products and equipment, provided at no additional cost. Should you prefer eco-friendly options, we can supply green cleaning products upon request at the time of booking.
You are also welcome to leave any specific cleaning products you would like us to use in your home. Please note that to deliver our services effectively, it is essential that your property has running water and electricity available.
V. Cancellation Policy
We understand that plans can change. You may cancel or reschedule your appointment free of charge up to 48 hours before your scheduled time. Cancellations made less than 48 hours prior to the appointment will incur a charge of 50% of the original price.
If a cancellation occurs after our cleaning team has arrived, the full original price will be charged to compensate the cleaners for holding your booking.
For same-day or next-day bookings, you may cancel or reschedule without charge within 2 hours of making your reservation.
VI. Damages and Liability
At AddaTopClean, our cleaning staff treats your home with the utmost care. However, in the rare event of accidental damage, please notify our office within 24 hours of your appointment completion via email. You must provide a detailed photo and estimate of the damage. We will investigate the request, and once validated, we will inform you of our settlement decision as soon as possible.
For small items damaged solely due to the fault of our cleaning staff, payment or replacement will occur within 30 working days.
For other types of damage, AddaTopClean reserves the right to hire qualified professionals to assess the situation and repair the damage. The resolution time for these cases may vary from 30 to 90 working days or longer, depending on the complexity of the issue.
If an investigation shows that AddaTopClean or its cleaning technicians are not responsible for the damage, the customer will be responsible for covering the full costs of the assessment paid to the professionals.
Our Damages and Liability Policy Excludes:
Pre-existing damages: This includes scratches, dings, damaged furniture, and worn or unstable fixtures.
Pre-existing Conditions: Our liability policy does not cover any issues arising from pre-existing damage or poorly installed flooring. This includes scratches, cracks, or any instability that may affect the cleaning process.
Proper Installation: Floors that are not properly installed may present safety hazards and can be challenging to clean effectively. If your flooring has issues, we recommend addressing these before scheduling a cleaning service to ensure the best results.
Care During Cleaning: Our cleaning staff is trained to handle various floor types with care. However, we cannot be held responsible for damage that occurs due to the condition of the flooring, such as tiles that are loose or parquet that is warped.
Customer Responsibility: It is the customer’s responsibility to inform us about any fragile or unstable flooring before our service begins. If any special considerations are necessary due to the condition of your floors, please communicate these to our team.
By being proactive about the condition of your floors, you can help ensure a smooth and effective cleaning experience. If you have any concerns about your flooring, feel free to discuss them with us before your appointment.
Post-service issues: Any problems arising after the completion of our services.
Policy-related comments: Feedback regarding our policies or decisions.
Previously investigated matters: Issues that have already undergone our complaints procedure.
Dissatisfaction with policies: Complaints about our policies, decisions regarding individual cases, or requests for legal advice.
Anonymous complaints: We do not address complaints without identifiable information.
Late notifications: Claims reported after the stipulated timeframe.
VII. Safety
We prioritize safety for everyone involved. Our cleaning staff undergoes professional training, and we reserve the right to remove employees from your home if the environment becomes unsafe.
Safety is a shared responsibility. By using our services, you agree to assist in maintaining a safe environment by:
Identifying fragile items: Notify our staff and customer service team of any delicate items before cleaning begins.
Securing valuables: Ensure all valuables are accounted for and safely stored prior to our arrival.
Pet safety: Inform us of any pets and take necessary precautions to ensure the safety of both your pets and our staff, including removing any biohazards.
Avoiding heavy lifting: Do not request or require the moving of heavy items or furniture.
For safety and liability reasons, AddaTopClean will not permit its cleaning professionals to lift or move heavy items or furniture. Failure to comply with these safety guidelines may result in our staff leaving your location at management's discretion, and our cancellation policy will apply (refer to paragraph V).
VIII. Employee Solicitation Policy
By utilizing the services of AddaTopClean, you agree to refrain from soliciting or hiring any current employees or contractors, as well as individuals who were previously employed by AddaTopClean within the last 24 months. Should you engage in such actions, AddaTopClean will impose an employment referral and training fee of €3,000. Additionally, you are required to inform us of any attempts to solicit or accept unauthorized services. Your compliance with this policy is essential to maintaining a professional and ethical working relationship.
IX. Prices and Terms of Payment
All prices stated in offers are in euros and include the statutory German sales tax.
Payment Methods:
All payments are due before the cleaning process begins.
Online payment must be completed within 72 hours prior to the appointment date.
Cash payment is due on the appointment date.
Exceptions:
For last-minute requests (less than 72 hours before the appointment), online payment is required upon booking confirmation, or cash may be paid at the appointment.
Deposit Requirements:
We reserve the right to request a 50% deposit for moving out/ move in appointments. This deposit is due upon booking confirmation, with the remainder due within 72 hours prior to the appointment or in cash on the appointment date.
Credit Card Authorization:
Clients may provide AddaTopClean with a valid credit card to keep on filing. Clients are responsible for and agree to pay the full cost of the requested services.
Accepted Payment Methods:
Credit cards (Visa, MasterCard, American Express)
EC/Maestro cards, Bank transfer, PayPal, Cash.
Payment Method Limitations:
Please note that we do not guarantee the availability of all payment methods. The CEC payment method is not accepted, and VAT forms are not accepted.
Refund Policy:
Without exception, there are no refunds for the cleaning service.
X. Wear and Tear
As we reside in our homes, wear and tears naturally accumulate. Common areas affected include baseboards, the bottoms of showers and tubs, plastic shower doors with excessive water spots and soap scum and worn flooring. These surfaces may exhibit heavy marks, sticky residue, and other signs of usage. While our cleaning results on such surfaces are typically excellent, please note that multiple cleanings may be necessary to achieve the desired improvement.
XI. Extreme Dirtiness
Our standard cleaning services assume a normal level of cleanliness in your house or office. In cases of extreme dirtiness requiring intensive cleaning efforts, additional fees will need to be discussed prior to service commencement. We reserve the right to document conditions before and after cleaning up (without disclosing any personal information) for advertising purposes.
XII. Arrival Time
Due to factors such as congested traffic, extended appointments, or unforeseen circumstances, we cannot guarantee precise arrival times. To facilitate a smooth process, we recommend maintaining a set of property keys. With your consent, all customer keys are securely coded and stored in our office overnight and will be promptly returned upon completion of services.
If you prefer to leave your key in a specific location, please indicate this in the reserved field during booking, specifying where our technicians can find it and whether it should be returned to the same location or left inside the property after work.
XIII. Language
All correspondence and contracts between AddaTopClean and our customers will be conducted in English and/or German.
XIV. Service Complaints Policy
At AddaTopClean, we are dedicated to exceeding your expectations for high-quality cleaning services. Our team conducts thorough inspections before leaving your home; however, there may be rare instances where something is overlooked.
To address any concerns swiftly and effectively, please familiarize yourself with our complaint’s procedure outlined below. We are committed to responding promptly to ensure your complete satisfaction.
Notification Procedure
To report a concern, please contact our office via email within 24 hours of your appointment completion. Include a detailed description and photographs of the areas in question.
Complaint Assessment
Upon receiving your complaint, we will assess its seriousness. We guarantee to re-clean any areas that are well-founded and clearly specified in your complaint. Please note that we do not address frivolous, absurd, petty, or insignificant grievances.
Once your complaint is validated, we will inform you within 24 hours. The same cleaning team will return to re-clean the specified areas within a reasonable timeframe following the original appointment. Please be aware that we do not offer refunds after services have been performed.
Professional Conduct
We are committed to treating all clients with courtesy, respect, and fairness, and we expect the same in return. We do not tolerate threatening, abusive, or unreasonable behavior from any complainant. In such rare cases, we will terminate communication and notify the appropriate authorities as necessary.
Exclusions from the Complaints Policy
Our complaints policy does not cover the following:
a) Repeated invasive complaints, which may result in immediate termination of collaboration.
b) Comments regarding our policies or policy decisions.
c) Issues arising after the completion of services.
d) Matters that have already been thoroughly investigated through this complaint’s procedure.
e) Dissatisfaction with our policies or decisions related to individual cases, funding, or requests for legal advice.
f) Anonymous complaints.
g) Notifications received after the specified timeframe.
XVI. Vacations, Holidays, and Weekends
If you are out of town or on vacation, please inform us as soon as possible to avoid any potential charges. Our office is typically closed on weekends and official public holidays. Special requests made during these times may incur additional charges and are available only for certain services.
XVII. Modifications
AddaTopClean reserves the right to modify, alter, or discontinue our services, in whole or in part, at any time it deems necessary, whether temporarily or permanently, with or without prior notice. We shall not be held liable to you or any third party for any such modifications, alterations, suspensions, or discontinuations of our services.
XVIII. Termination
Both AddaTopClean and the client have the right to terminate the service without providing reasons. If you have an existing reservation, our cancellation policy (Section V) will apply. AddaTopClean also reserves the right to decline any services and/or refuse the execution of work to any individual at any time, with or without justification.
XIX. Errors
AddaTopClean, along with its affiliates, co-branders, partners, and other third parties, does not warrant that our website or software will be uninterrupted or error-free. In the event of unexpected software errors regarding the live price calculator, availability, services, or service descriptions on our website, AddaTopClean reserves the right to cancel, decline, or modify reservations, as well as alter prices, availability, and service descriptions at our sole discretion.
XX. Limitations on Services
Please note that we are unable to provide cleaning services for the following: outside windows, high-to-reach areas, ceiling attic windows, moving heavy furniture and appliances (maximum weight of 10 kg can be lifted), mold removal, deeply absorbed dirt and liquids on natural stones, marble, natural wood, porous surfaces, very high light fixtures or ceiling fans, adhesive residues, permanent markers, paint, inside fireplaces, wall surfaces, shampooing or steam cleaning carpets, construction plaster and residue, soot and smoke residue, deep marks from moving furniture, vacuuming curtains, pressure water cleaning, and pet waste removal.
Changes to Terms of Service
We encourage you to review the most current version of our Terms of Service at any time on this page. We reserve the right to update, modify, or replace any part of these Terms at our sole discretion. Any updates or changes will be posted on our website, and it is your responsibility to check for these updates periodically. Your continued use of or access to our website or services following the posting of any changes indicates your acceptance of those changes.
General Information
By accessing our website and applications, you are considered a "user" and agree to comply with the terms outlined in this Terms of Service agreement. Our services, which may include mobile applications and offerings on various social media platforms, are the exclusive property of AddaTopClean. We reserve the right to introduce new services, update, modify, or revise existing content at our discretion. This agreement will apply to any new services or updates unless otherwise specified. Continued use of our services following any modifications constitutes your acceptance of those changes. We recommend that you review this agreement periodically to remain informed of any updates. Should you disagree with the revised terms, you must discontinue your use of our services.
The services are provided on an "as is" basis, and AddaTopClean disclaim any responsibility for issues such as missed deliveries or failures to store user content or settings.
Privacy Policy
Your registration data and personal information are strictly protected under our online privacy policy. By registering as a member, you consent to the collection and use of your information, including its transfer for storage and processing in Germany and other countries.
Commercial Reuse of Services
You agree not to replicate, duplicate, copy, trade, sell, or exploit any part of our services for commercial purposes without prior written consent from AddaTopClean.
Modifications
AddaTopClean reserves the right to modify, alter, or discontinue our services at any time, with or without prior notice. We shall not be liable for any modifications or discontinuations of our services.
Proprietary Rights
You acknowledge that our services and any associated software contain proprietary material protected by applicable intellectual property laws. You agree not to alter, modify, distribute, or create derivative works from our services or software without explicit permission. You are granted a personal, non-transferable license to use the software on a single computer, provided you do not allow third parties to copy or modify it.
Warranty Disclaimers
You acknowledge that AddaTopClean does not guarantee that our platform will meet your expectations or that they will be uninterrupted or free from errors. Any information obtained through our platform is accessed at your own risk, and you waive any claims related to damages arising from the use of this information.
Limitation of Liability
AddaTopClean and its affiliates shall not be liable for any indirect, incidental, or consequential damages, including, but not limited to, loss of profits or data, resulting from your use of our services.
Release
In the event of a dispute, you agree to release AddaTopClean and its affiliates from any claims, demands, or damages of any kind related to that dispute.
Notice
AddaTopClean may provide you with notices regarding changes to this agreement through various means, including email, postal mail, or website postings. Your acceptance of this agreement indicates that you will receive all notices as if you accessed the services in an authorized manner.
Trademark Information
You acknowledge and agree that all trademarks, copyrights, trade names, service marks, logos, and brand features associated with AddaTopClean are the exclusive property of AddaTopClean. You agree not to display or use any AddaTopClean marks without prior written consent from AddaTopClean.
No Warranty
This website and its content are provided "as is," without any representation or warranty, either express, implied, or statutory. We specifically disclaim any implied warranties, including but not limited to, title, merchantability, fitness for a particular purpose, and non-infringement. We do not guarantee that this website will be accessible without interruption or that it is free from errors, defects, viruses, or harmful components. Your use of this website is at your own risk. Some jurisdictions do not allow the disclaimer of implied warranties, so certain portions of this disclaimer may not apply to you.
Accounts, Profiles, Passwords, and Security
Certain features or services on this website may require you to open an account and create a profile. You are responsible for maintaining the confidentiality of your account information, including your password, and for all activities conducted under your account. You agree to notify us immediately of any unauthorized use of your account or any breach of security. You may be held liable for any losses incurred due to your failure to keep your account information secure. You may not use anyone else's account without their express permission. We cannot be held liable for any losses or damages arising from your failure to comply with these obligations.
Copyright
The contents of this website, including but not limited to text, graphics, logos, images, audio clips, and software, are the property of AddaTopClean and are protected by intellectual property laws. You may not modify, copy, reproduce, or distribute any part of the website without our prior express written consent. By submitting any files, you grant us a non-exclusive, royalty-free, worldwide license to reproduce, distribute, and publicly display such submissions and to use your name in connection with advertising and promotional materials.
Limitation of Liability
In no event will we be liable for any damages arising from the use of or inability to use this website or its content, even if we have been advised of the possibility of such damages. We are not responsible for any errors or omissions in the content of this website, including errors in pricing or availability of services and products.
Violations of These Terms of Use
We reserve the right to terminate your access to this website and block future access if we determine you have violated these terms or any associated agreements. Any violation will be considered an unlawful business practice and may cause irreparable harm, for which monetary damages would be inadequate. We may seek injunctive relief in addition to other legal remedies.
Additional Terms
Our failure to enforce any provision of these terms shall not be construed as a waiver of that provision. We may assign our rights and duties under these terms to any party at any time without notice. If any terms are deemed invalid or unenforceable, they shall be severable, and the remaining terms shall remain valid and enforceable. Any rights not expressly granted herein are reserved.
Entire Agreement
This Terms of Service Agreement constitutes the entire agreement between you and AddaTopClean and governs the use of our services, superseding any prior agreements. You may also be subject to additional terms when using or purchasing certain services or content. No modification of these terms will be effective unless authorized by us.