Full Terms of Service & Procedure

Created On: 19/09/2024

Last Updated: 24/03/2025

1. General Terms and Conditions

By using our services you confirm that you have fully read and accept the following terms and conditions. These terms and conditions apply to all cleaning services provided by Clean It Now.

2. Payments and Start of Service

  • Payment method:
    All payments are made exclusively via an invoice sent by email. You can choose to pay with iDeal or credit card. Cash payments are not accepted.
  • Payment term:
    Full payment (100%) must be made immediately after completion of cleaning.
    If payment is not made within the specified period, an additional fine of €70 will be charged for each day that payment is late.
  • On Cleaning Day:
    We will provide all necessary cleaning materials and equipment, with the exception of the toilet brush (which you must provide for hygienic reasons). Please also ensure that any excess items are cleared away and that personal belongings, toys, clothing and other loose items are collected and arranged so that our cleaners can get to work without any obstacles.

3. Cancellations, Exclusion and Skipped Turns

  • Cancellations:
    • Cancellations must be made at least 24 hours in advance.
    • For cancellations within 24 hours a penalty of €70 will be charged.
    • Repeated cancellations may result in additional charges.
  • Skipped Cleaning Sessions:
    • Bi-weekly customers: If you miss one appointment, the monthly rate will be charged.
    • Consecutive or Multiple Turns: For two or more missed appointments we will charge the one-time cleaning rate.
    • Monthly customers: The one-off cleaning rate also applies to one or more skipped cleaning sessions, partly to compensate for additional effort and costs.
  • Exclusion Policy:
    Make sure we have access to your home via a key, code or open door. If we cannot enter upon arrival, a fine of €70 will be charged. In case of structural problems with access, we reserve the right to terminate the service.

4. Rate changes and service charges

  • Indicative Rates:
    The rates quoted are based on an initial estimate of the time required.
  • Monitoring & Adjustment:
    After the second cleaning and periodically thereafter, we monitor the actual cleaning time. If it deviates significantly from the original estimate, we will contact you for price or service adjustments.
  • Service charges for Extra Time and Misleading Information:
    If upon arrival it appears that the actual condition of the property – for example due to unexpectedly heavy soiling, post-construction residues, renovation work or other circumstances that deviate from the information provided in advance – results in a significantly longer cleaning time than estimated in the quote, our team will inform you immediately by telephone. In consultation, we will draw up a modified quote and charge the additional costs to cover the additional effort. If no contact is made or no agreement is reached on the additional costs, Clean It Now reserves the right to charge a penalty of €70 as compensation and/or cancel the service.

5. Cleaning crew and working method

  • Team composition:
    For optimal service, we usually assign two or three cleaners per job. The total cleaning time is based on the number of hours booked. For example: with a booking of 6 hours with two cleaners, each employee works an average of 3 hours, so that the total work remains equal to the agreed 6 hours.
  • Staff consistency:
    We strive to have the same staff take care of your home as much as possible. This promotes efficiency, familiarity and effective cross-training of our cleaning technicians.

6. Safety, Hygiene and Special Circumstances

  • Safety Policy:
    We reserve the right to refuse or terminate service if conditions are unsafe, excessive clutter, weapons are on site, or utilities are disconnected.
  • Pets:
    We are happy to work in homes with pets, but ask that you limit the activity of pets indoors. If a pet poses a safety risk or if our staff feels unsafe, they reserve the right to leave the property on the spot. In that case, our cancellation policy (50% prepaid) applies.
  • Preparation:
    As mentioned above, we ask that you tidy away personal belongings and loose items so that our cleaners can work without disruption.
  • Security systems:
    Make sure that any alarm systems are switched off or inform us in good time about the required codes and instructions for use.

7. House Rules and Exclusions

  • Devices and Fragile Objects:
    • The front of flat screen TVs is not dusted to prevent scratches.
    • For fragile objects (such as porcelain or decorations), we avoid cleaning the affected area.
  • Furniture surfaces:
    For flat surfaces with 6 or less items we use microfiber cloths only. More items may require additional time which may affect the original time estimate.
  • Items We Don't Clean:
    • Mold removal is not part of our standard services.
    • Homes containing animal or human bodily fluids (such as blood, feces, vomit, urine, etc.) will not be cleaned.
  • Inaccessible Areas and Heavy Objects:
    Our employees are not allowed to move objects heavier than 20 kilograms and are not allowed to climb higher than a stepladder. Requests to clean behind heavy objects must be communicated in advance.

8. Troubleshooting, Refunds and Complaints

  • Feedback and Complaints:
    We request that you submit any feedback or complaints regarding our cleaning services within 12 hours of completion of the service. Requests submitted after this period will not be eligible for refunds or additional cleaning.
  • Service Guarantee:
    Clean It Now guarantees the quality of its services. If you are not satisfied, we will report this free of charge and, where possible, we will do a re-inspection or additional cleaning in accordance with these conditions.

9. Other Policy Points

  • Reschedule and Cancellation:
    We reserve a specific time for your appointment. Should you wish to cancel or reschedule your appointment, please inform us at least 24 hours in advance. A last-minute change will incur a penalty of €70.
  • Use Your Equipment:
    If you request that we use your own vacuum cleaner, we accept no liability for any damage or maintenance thereof.
  • Cleaning supplies:
    We provide all necessary equipment and cleaning products. If you want only green products to be used or prefer to use your own resources, please indicate this in advance.
  • Breakage, Damage and Loss Policy:
    • Our employees work carefully, but incidental damage can occur.
    • Damage to valuable or irreplaceable items must be reported to us prior to cleaning.
    • Damage or loss of personal property must be reported within 24 hours of cleaning.
  • Break Policy for Long Sessions:
    For cleaning tasks of 4 hours or longer, our employees are entitled to an unpaid break of 30 minutes, which will not be charged to the customer.
  • Additional Services – Windows, Balconies and Garden and Exterior Cleaning:
    • Windows and balconies are not included in our regular services as standard, but can be included upon request for an additional charge.
    • Our services are primarily focused on the interior of your home. In addition, we also offer garden and outdoor cleaning as a separate service. Please feel free to contact us for more information about these additional services and the associated rates.
  • Tariff increase:
    Cleaning rates may be increased annually by a maximum of 8% of the current rate and may be adjusted if there are changes to the home or living situation (e.g. renovations, changes of address, increase in residents or additional furniture).

10. Customer Conduct and Employee Rights

We do not tolerate aggressive or intimidating behavior towards our employees. If during or before the service there is aggression, intimidation, shouting, or if our employees are prevented from leaving the home, Clean It Now reserves the right to terminate the service immediately. In that case, a fine of €70 will be retained as compensation and the service will not be continued.

Cleaning checklist:

Windows are not included in a standard package (extra cost)

Our regular cleaning

All rooms:
  • Dusting surfaces
  • Wipe tops of furniture
  • Dust skirting boards, chair rails and door panels
  • Dusting Ceiling Fans (Within Reach)
  • Vacuuming
  • Vacuum and mop floors
  • Emptying trash bins
  • Dust curtains, windowsills and door handles
  • Dusting furniture
  • Dusting photo frames
  • Dusting lamps and lampshades
  • Cleaning and dusting mirrors
Bathrooms:
  • Dusting surfaces
  • Dust curtains, windowsills and door handles
  • Dust cabinets, door panels and skirting boards
  • Cleaning and disinfecting surfaces
  • Cleaning cabinet fronts and disinfecting knobs
  • Clean, disinfect and shine showers and baths
  • Clean and disinfect toilets inside and out
  • Cleaning and disinfecting door knobs and switches
  • Make fixtures shine
  • Vacuum and mop floors
  • Empty trash
Kitchen: 
  • Dusting surfaces
  • Dust curtains, windowsills and door handles
  • Dust chair rails, cabinets, door panels and skirting boards
  • Dust on top of the refrigerator
  • Cleaning and disinfecting countertops
  • Cleaning cabinet fronts and disinfecting knobs
  • Cleaning and disinfecting door knobs and switches
  • Cleaning and disinfecting the sink
  • Clean and disinfect the microwave inside and out
  • Clean, disinfect and shine the outside of the oven and stove
  • Clean, disinfect and shine the outside of the dishwasher
  • Clean, disinfect and shine the outside of the refrigerator
  • Cleaning and disinfecting the kitchen table
  • Vacuum and mop floors
  • Empty trash
Bedrooms: 
  • Dusting surfaces
  • Wipe tops of furniture
  • Dusting furniture
  • Dust skirting boards, chair rails and door panels
  • Dust curtains, windowsills and door handles
  • Vacuuming carpets
  • Vacuum and mop floors (if not carpeted)
  • Empty trash

Our in/out/deep cleaning (extra costs):

Everything included in regular cleaning, plus:

  • Wipe skirting boards and window sills with a damp cloth
  • Wipe door panels and frames with a damp cloth
  • Removing Spider Webs (Within Reach)
  • Wipe cupboard fronts in the kitchen and bathroom with a damp cloth
  • Cleaning the extractor hood
  • Cleaning the inside of the oven
  • Cleaning the inside of the refrigerator
  • Cleaning the inside of cabinets

Closing remark
By using our services you confirm that you have read and accept the above terms. Clean It Now reserves the right to amend these terms at any time. We will notify you of any significant changes.