GENERAL TERMS AND CONDITIONS OF SALE AND DELIVERY FOR CLEANING AT PRIVATE HOMES

  1. The basis of the agreement
  • The general terms and conditions of sale and delivery apply to ServiceHuset's cleaning services, etc. to the extent that they have not been deviated from by written agreement between us.
  1. ServiceHuset's deliveries
  • Scope and quality of delivery
    • ServiceHuset normally provides cleaning services on weekdays (excluding holidays) between 8:00 a.m. and 4:00 p.m.
    • ServiceHuset must deliver the cleaning services conscientiously and professionally competently in accordance with good professional standards and practices, and as a general rule at the agreed times.
  • Use of subcontractors
    • ServiceHuset has the right to use subcontractors to perform the cleaning services. Any financial claim from the subcontractor is irrelevant to the customer and is the sole responsibility of ServiceHuset. It is a condition of the use of subcontractors that (i) ServiceHuset has – and maintains – full control over the working methods and procedures used by the subcontractor, and that (ii) ServiceHuset bears full responsibility for all damages caused by the subcontractor.
  • Complaints and praise
    • If you have any comments about the quality of the cleaning service, you must send an e-mail to ServiceHuset's contact person within 24 hours of the cleaning visit with a description of your observations, including praise or criticism. We will then investigate the matter and, if relevant, come up with suggestions for handling any criticisms so that the quality of the cleaning service is maintained or restored.
  1. Customer involvement
  • ServiceHuset requires that you provide a CLEAN-UP before a cleaning visit so that the cleaning can be carried out thoroughly and efficiently.
  • ServiceHuset reserves the right to take photos of the home's interior for use as documentation against any claim in connection with the performance of the agreed cleaning task.
  • ServiceHuset treats the image documentation with complete confidentiality.
  • ServiceHuset deletes the photo documentation as soon as ServiceHuset determines that it is no longer necessary to store the photographs.
  • If you have any requests for the use of special products or equipment, you must inform ServiceHuset's contact person and, unless otherwise agreed, provide such products and equipment yourself for the cleaning team to use.
  • As a customer, you are obliged to notify ServiceHuset if there are any changes to your telephone numbers or email addresses, as ongoing communication and invoicing takes place via these channels.
  1. Change management
  • Changing the time of cleaning visit
    • You can cancel a cleaning visit by sending an email to ServiceHuset's contact person or via your customer app “My ServiceHuset”. You can cancel your cleaning without charge up to 24 hours before the scheduled cleaning.
    • Cancellations must be made no later than 24 hours before the cleaning is due to take place. If cancelled later than this, we will invoice you for the full cleaning fee.
    • Also remember to contact your cleaning team DIRECTLY by text message to inform you that the cleaning will not take place on that day. Telephone information will be included in the reminder email we sent you 5 days before your scheduled cleaning, and you can also find the telephone number in your customer app 'Mit ServiceHuset'.
      NB: If the cleaning can be moved to another day in the same week, a fee will not be charged.
    • You can put the cleaning on hold for a period of time, for example during a holiday period. In this case, you must notify ServiceHuset's contact person no later than 1 month before the date from which you wish to put the cleaning on hold.
    • ServiceHuset can move an agreed cleaning visit within the same week, but you will of course be notified of the move as soon as possible and no later than the day of the agreed cleaning visit. Cancellations from our side are extremely rare but can of course occur, especially in the event of simultaneous illness of several cleaning teams - or during holiday periods.
    • You will receive an email stating that your cleaning day has been moved to another day. If the day does not suit you, you are always welcome to reply to the email and either cancel the cleaning or request another day (changes will ONLY take place if your normal cleaning falls on a public holiday).
  • Changing the cleaning performance
    • You can make requests for changes to the cleaning service by contacting ServiceHuset's contact person. Based on your change requests, ServiceHuset will prepare a new offer for the changed cleaning service, indicating any changes to price, cleaning frequency and cleaning days.
  1.  Cleaning teams
  • ServiceHuset's cleaning teams
    • The cleaning teams that ServiceHuset allocates to perform the cleaning services must possess relevant personal and professional qualifications and have experience in performing cleaning to the agreed quality.
    • ServiceHuset guarantees that employees who occupy a particularly trusted position, including the cleaning teams that perform the cleaning service, have a clean criminal record at the time the confidential position or cleaning task is taken on. ServiceHuset is obliged to obtain a child certificate for cleaning teams when this is required by law.
    • ServiceHuset is entitled to replace any cleaning team without prior notice. We can only replace cleaning teams that perform the cleaning service if there are significant and objective reasons for this, and then only with prior written notice to you, if possible at least 14 days. You will have a permanent team that comes every time. In the event of holidays and illness, we may send one of our other permanent teams without further notice.
    • You may demand that one member of the cleaning team at ServiceHuset be replaced and replaced with another member if this is reasonably and objectively justified in circumstances relating to the person's conduct or efforts at the workplace, and which does not constitute discrimination on the grounds of gender, skin colour, nationality, religion or the like. Your demand for replacement must be justified in writing. The replacement must be made as soon as is practically possible, taking into account ServiceHuset's possibilities to ensure the continued provision of the cleaning service.
  1. Workplace conditions
  • Access to the workplace
    • You must ensure unhindered access to your home (the “workplace”) for ServiceHuset’s contact person and those of ServiceHuset’s employees and cleaning teams allocated to provide the cleaning service. Access to the workplace must be granted to an extent and at times that enable ServiceHuset to perform the cleaning service as agreed under normal conditions.
    • You must hand over the required number of keys/access cards to the ServiceHuset contact person, who will provide them with an anonymous label, against receipt. ServiceHuset will replace lost keys/access cards and any changes to locks, but the cost of any changes to the locking system will not be reimbursed. If alarms are installed that need to be deactivated, the ServiceHuset contact person must be informed of the code and password well in advance of the first cleaning visit. Changes to the code or password must also be notified to ServiceHuset.
  • Workplace rules
    • You must continuously inform ServiceHuset's contact person in writing about any risk factors, including risks that are specific to the specific workplace.
    • ServiceHuset will inform its employees and cleaning teams of all relevant rules and regulations regarding the workplace and ensure that these are observed by the employees and cleaning teams. ServiceHuset's employees and cleaning teams must also comply with your reasonable instructions and directions regarding access, stay, safety and behavior at the workplace.
    • You must provide ServiceHuset's employees and cleaning teams with unhindered access to installations at the workplace for the supply of electricity, water, drainage, waste disposal and other similar services, and for the cleaning service, necessary resources, except for cleaning agents and cleaning equipment.
  1. Remuneration and Payment Terms
  • Cleaning fee
    • As consideration for the performance of the cleaning service, you pay a fixed fee per cleaning visit (per visit fee). The per visit fee is stated in ServiceHuset's written offer that you received prior to the conclusion of our agreement, or in the renewed offer that you may have received in accordance with clause 4.2.1 in connection with any change to the cleaning service.
    • The cleaning fee is calculated periodically from the 16th of a month to the 15th of the following month and is invoiced monthly in arrears no later than the 20th of the calculation month, the first time on the 20th day of the month in which the effective date occurs.
      Please be aware of whether you receive the invoice, as unfortunately we often experience that the invoice ends up in some of our customers' spam filters or in unwanted mail. An administration fee of DKK 39 per invoice will be charged, but not on the first invoice. When creating PBS on the first invoice, the administration fee will also be cancelled, and it is free to register for the PBS scheme.
  • Remuneration for supplementary services
    • Services provided by ServiceHuset as a supplement to the cleaning service, including in accordance with separate orders, are provided and invoiced in accordance with the agreed price. If no price has been agreed, such supplementary services, etc. are provided on the basis of time spent at ServiceHuset's currently applicable hourly rates and other list prices.
    • Unless otherwise agreed, supplementary services are invoiced on an ongoing basis as delivery takes place.
  • Change in cleaning fee
    • The cleaning fee, hourly rates and other fees may be changed with one (1) month's prior notice.
    • The cleaning fee and hourly rates are adjusted on an ongoing basis based on the development in Statistics Denmark's (i) net price index (weighted by 30 %) and (ii) wage price index for the private sector "ILON2/Branche 10 S Other services etc." (weighted by 70 %). However, the adjustment always amounts to a minimum of 2% per annum. Adjustment is made on the basis of the development in the price indices in the four most recent calendar quarters prior to the calendar quarter in which the adjustment is to come into effect. If Statistics Denmark ceases to publish the net price index, the fees shall instead be adjusted according to the index or price figure published by Statistics Denmark (subsidiaryly by other institutions) that, based on the calculation method, is most similar to the net price index.
  • Taxes etc.
    • All prices are stated in Danish kroner. All applicable taxes, including VAT, at the time of signing the agreement are included in the stated prices.
  • Payment terms
    • ServiceHuset's invoices are due for payment upon receipt with the last due payment date being the 1st of the month following the billing month. In the event of late payment, a reminder letter will be sent with a reminder fee of DKK 75.00 per reminder. If an outstanding invoice has not been paid after three (3) reminder letters have been sent, the case will be referred to judicial collection without further notice. At the same time, default interest will be calculated from the due date until payment is made at an interest rate corresponding to the reference rate applicable at any time, cf. the Danish Interest and Other Matters in Case of Late Payment (Interest Act), with a surcharge of seven (7) percent per annum.
  1.  Insurances
  • ServiceHuset has taken out statutory workers' compensation insurance.
  • You must take out and, during the term of the agreement, maintain standard contents insurance and, where the workplace is a villa, also building fire insurance, which must at least cover damage and loss as a result of fire, explosion, water and theft, including damage to or loss of contents and other objects located at the workplace.
  • At ServiceHuset's request, you are obliged to document the current scope of coverage and that the insurance is in force.
  1.  Confidentiality
  • ServiceHuset, its employees and cleaning teams are obliged, without time limitation, to observe absolute confidentiality in relation to what those concerned may learn about you and your circumstances in connection with the conclusion of the agreement and the performance of the cleaning service and other work.
  • ServiceHuset is liable for its own and subcontractors' employees' breach of the confidentiality obligation mentioned in this section 9.1.
  1. Termination of the agreement
  • We have a notice period of 2 weeks. We return the customer's key in connection with the last cleaning, cf. the notice period. If the agreement is to be terminated before a final cleaning visit, the customer will be charged a cancellation fee of DKK 200. ServiceHuset can terminate the agreement with one day's notice if ServiceHuset cannot provide the necessary cleaning teams.
  1.  Liability and limitations of liability
  • Responsibility
    • Subject to the reservations set out in clause 11.2, the Parties are liable to each other for damages in accordance with the general rules of Danish law.
  • LIMITATIONS OF LIABILITY
    • CLAIMS FROM THE CUSTOMER, INCLUDING CLAIMS FOR PRICE REDUCTION AND COMPENSATION, MUST – IF NOT TO BE FORGOTTEN – BE SUBMITTED IN WRITING TO THE SERVICE HOUSE WITHOUT UNREASONABLE DELAY AFTER THE CUSTOMER HAS BECOME AWARE OF THE EXISTENCE OF THE CLAIM, BUT IN ALL CIRCUMSTANCES NO LATER THAN EIGHT (8) DAYS AFTER THE EVENTS OR EVENTS RELEVANT TO THE OCCURRING OF THE DAMAGE HAVE OCCURRED.
    • NEITHER PARTY IS LIABLE FOR THE OTHER PARTY'S INDIRECT LOSSES OR CONSEQUENTIAL DAMAGES.
    • THE SERVICE HOUSE'S MAXIMUM LIABILITY UNDER THE AGREEMENT, ACCUMULATED FOR ALL DAMAGES THAT OCCURRED AS WELL AS FOR A SINGLE DAMAGE, CAN IN NO EVENT EXCEED 25.000. IN THIS CONTEXT, “COMPENSATION” IS DEEMED TO INCLUDE DAMAGES, PROPORTIONAL DISCOUNT OR REDUCTION IN THE PRICE, ANY INDEMNIFICATION AMOUNT, AND ANY CLAIM FOR REFUND THAT IS HONORED BY THE SERVICE HOUSE.
    • Any violation of the agreed limitations of liability and indemnification provisions follows the general rules of Danish law.
    • There is a deductible for the customer of DKK 450 per claim.
  • Product liability
    • ServiceHuset is subject to usual product liability in accordance with the rules of EU Directive 85/374/EEC, as the directive may be implemented in Denmark at any time, to the extent that this legal liability cannot be limited by agreement, as ServiceHuset disclaims product liability to the widest extent possible, including on any other non-legal basis.
  1.  Force majeure
  • Neither Party shall be liable to the other Party for failure to perform its obligations under the Agreement if the failure to perform is due to circumstances or circumstances beyond the control of the Party concerned (including fire, war, trade and currency restrictions, natural disasters, interruptions or breakdowns in energy supply, general shortage of goods, shortage of means of transport, strike or lockout) and which the Party could not reasonably have foreseen, avoided or overcome. Circumstances at the subcontractor's premises shall only be considered force majeure if the subcontractor is subject to an obstacle covered by the first sentence and which the Party should not have foreseen, avoided or overcome. ("force majeure").
  1. Transfer of the agreement
  • ServiceHuset is entitled to transfer its rights and obligations under the Agreement to an associated company or a company in the same group as ServiceHuset. ServiceHuset is entitled to transfer its claim against the Customer for consideration to a financial institution, bank or factoring company.
  • You may not assign your rights or obligations under the Agreement without the prior consent of ServiceHuset.
  1.  Changes to the agreement
  • Changing the cleaning service follows the rules on change management in section 4.
  • Other changes, including changes to individual provisions of the Agreement, must be agreed upon and documented in an addendum to the Agreement signed by one of the Parties in order to be valid.
  1. Disputes
  • Applicable law and venue
    • The Agreement is subject to Danish law and the Danish courts shall decide any dispute arising from the Agreement, cf. however below regarding mediation.
  • Mediation
    • Any dispute that cannot be resolved amicably must be resolved by mediation via the Danish Mediation Institute, cf. mediationinstitute.com. When a dispute or disagreement has arisen in the opinion of one or both Parties, each Party is entitled to submit a request to the Mediation Institute to commence mediation. The mediation shall take place in accordance with the rules for the handling of cases at the Mediation Institute in force at any time.
    • If the mediation does not lead to a resolution of the Parties' dispute within a period of 45 working days, the dispute may be resolved in court, cf. above.

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