1. Cancellation and rebooking

We schedule our appointments in advance. Should you need to reschedule or cancel an appointment, the following deadlines apply:

• Up to 24 hours before the appointment: Cancellation or rescheduling is free of charge for you.

• Less than 24 hours before the appointment: We charge a cancellation fee of 50% of the expected invoice amount to cover the short-term loss of work and planning.

• No-show/No access: If our employees cannot start work on site (e.g. because no one answers the door or no key has been left), we will invoice 100% of the agreed service.

2. Complaint and rectification

Since cleaning and janitorial services are not physical products, a traditional "return" is not possible. However, we guarantee quality through our right to rectify any issues.

• Reporting obligation: Please inspect the services provided immediately. Any defects must be reported to us in writing or by telephone within 24 hours of completion of the work.

• Free rectification: In the case of justified complaints, we will carry out a free rectification.

• Price reduction: A refund or price reduction is only possible if we have failed twice to rectify the issue or if we have refused to do so.

3. Subscriptions and standing orders

For regular contracts (e.g., weekly stairwell cleaning), the notice periods individually agreed upon in the contract apply. Services already rendered within a billing period are not refundable.

4. Refund in case of advance payment

If you have prepaid for services and cancelled them within the deadline, we will refund the amount to the original payment method within 10 working days.

5. Force Majeure

Should we need to cancel an appointment due to illness, severe weather, or technical malfunction, we will inform you immediately. In this case, you will receive a full refund of any payments already made, or we will arrange a suitable alternative appointment as soon as possible.