SALES AND DELIVERY TERMS
FOR PRIVATE CLEANING
- The basis of the agreement
- The sales and delivery terms applicable for the cleaning services of ServiceHuset, apply to the extent that the terms have not been deviated from, in written form between the partners.
- The supplies of ServiceHuset
- Scope of delivery and quality
- ServiceHuset normally delivers the cleaning services on weekdays between 8.00 a.m. and 4 p.m. Only exception is holidays.
- ServiceHuset are obligated to deliver the cleaning services conscientiously and professionally competent – and as a rule on the agreed times.
- Cooperation with subcontractors
- ServiceHuset has the right to cooperate with subcontractors, in carrying out the cleaning services. Any financial demands from the subcontractor is irrelevant to the customer – and will only represent a responsibility for ServiceHuset. In the cooperation with subcontractors, ServiceHuset must (i) have the full control in connection to the subcontractor’s working methods and procedures, and that (ii) ServiceHuset has the full responsibility of all damages, caused by the subcontractors.
- Complaints and praises
- If you have objections to the quality of the cleaning services, you must send ServiceHuset an email within 24 hours from the cleaning visit, with a description of the situation – for example complaints or praises. We will then investigate the case and if needed, give suggestions to a solution – and in that way rectify the situation.
- Participation of the customer
- ServiceHuset demands that you make your home accessible before the cleaning visit – so that the assistant can clean thoroughly and efficiently.
- ServiceHuset reserves the right to take photos of the private home, in connection to the need for documentation.
- ServiceHuset treats the documentation confidentially.
- ServiceHuset will delete the photo documentation as soon as ServiceHuset concludes that the documentation is not necessary anymore.
- If you would like us to clean with special soap or props, you must inform your contact person within ServiceHuset and unless other agreement is made, place the soap or props in your kitchen – and the assistant will then use these when cleaning.
- You are obligated as a customer of ServiceHuset to inform us if you change your phone number or email address – as we mainly communicate through these channels.
- Change management
- Change of time in connection to the cleaning visit
- You can cancel a cleaning visit by sending an e-mail to ServiceHuset’s contact person no less than 3 days before the date set for the cleaning. By canceling less than 3 days ahead of the agreed date for the cleaning visit, ServiceHuset can charge a cancellation fee of 200 DKK – and this will be placed on the upcoming invoice.
- You can put the cleaning agreement on hold for a period of time – for example in connection to vacation plans. In this case you must inform your contact person within ServiceHuset no less than a month before the date you wish to put the cleaning on hold.
- ServiceHuset can change a planned cleaning visit within same week, and you will of course be informed as quickly as possible – and no less than on the day of the planned cleaning visit. It is really rare that we need to cancel cleanings, but it can happen for example in connection to assistants being sick or in connection to vacation periods.
- If your cleaning visit is planned to take place on a holiday, we automatically move the cleaning date to another date within the same week. You must login to your personal profile at ServiceHuset’s website (you find guidance in your confirmation email). You will not be further noticed on the change, and therefore you are obligated to keep track on the next date of cleaning yourself (changes will ONLY be necessary in connection to holidays).
- Change of the cleaning service
- You can make wishes in connection to the cleaning service by contacting your contact person within ServiceHuset. Based on your wishes, we will give you an offer in connection to the price, frequency of the cleaning visits and dates for the cleaning visit.
- Employees
- The employees of ServiceHuset
- The employees that ServiceHuset employ for the cleaning services shall meet relevant personal and professional qualifications – as well as being experienced in cleaning tasks.
- ServiceHuset guarantees that all employees have a clean criminal record, when being employed for the job. ServiceHuset is obligated to obtain a child certificate, when when this is required by law.
- ServiceHuset is entitled to replace any employee besides the cleaning assistants that clean in your residence. The employees cleaning for you can only be replaced in connection to significant and factual reasons – and we will do everything we can to give the customer this notice 14 days before the agreed date for the cleaning visit. You will have your own cleaning team – going forward. In connection to assistants being sick or vacation plans, we sent you another cleaning team without notification
- You have the right to ask for another assistant if this is grounded in reasonable reasons in connection to the quality or the behavior of the assistant – and not reasons grounded in discrimination on skin color, sex, nationality, religion etc. Your demand on replacement must be sent to us in a written document or email – stating the reasons for the replacement. The replacement of the employee will happen as quickly as possible.
- Conditions in the work place
- Accessibility on the work place
- You must make sure that the contact person, assistants and subcontractors of ServiceHuset easily can access your residence – so that these can perform the cleaning services Easy access to the work place for the employees of ServiceHuset is required
- The customer hands out the keys and will receive a receipt. The keys will be registered in an anonymous system. ServiceHuset will replace lost keys or access cards and for example adjustment of locks. However expenses in connection to adjustment of locking systems, ServiceHuset will not replace. If you have installed alarms, you must inform your contact person within ServiceHuset – and give the relevant codes for these in good time before the agreed date for the cleaning visit. If you change the codes for your alarms, remember to inform your contact person within ServiceHuset.
- Rules in connection to the work place
- You must inform your contact person within ServiceHuset in written form, if there should be any risk factors at the work place that the cleaning assistants should be aware of.
- ServiceHuset will inform the assistants about any relevant factors and rules in connection to the work place – and ServiceHuset guarantees that the employees and subcontractors comply with these. The employees and subcontractors of ServiceHuset are obligated to follow your relevant and reasonable demands and criteria in connection to safety, access, behavior etc. – of the work place.
- You need to make sure that the assistants and subcontractors of ServiceHuset can access installations in your home – for example drains, power, renovations, water etc. The assistants will bring cleaning products and materials themselves.
- Remuneration and payment terms
- Payment for cleaning services
- As remuneration for the performance of the cleaning service, you pay a fixed fee per cleaning visit. The fee per cleaning visit appears from the written offer sent by ServiceHuset – or from the renewed offer received – in connection to paragraph 4.2.1 concerning changes in the cleaning services.
- Payment for the cleaning service is calculated periodically from the 16. in a month to the 15. of the following month and will be invoiced monthly every 20. of the month of the inventory – first time the 20. of the month in which the effective date is entered.
You must be aware yourself whether you receive the invoice – sometimes the invoice lands in a spam filter or ‘unwanted posts’. We will charge an administration fee of 39 DKK per invoice. However not on the first invoice. By registering for PBS on the first invoice, the administration fee will be cancelled – and registering for PBS is free of charge.
- Remuneration for additional services
- Services delivered by ServiceHuset, additional to the cleaning service, will be delivered and invoiced according to the agreed price. If there is not negotiated a price between the partners, these additional services will be delivered based on time spent at the price of ServiceHuset’s applicable hourly rates and other list prices.
- Unless another agreement is made, the additional services will be invoiced ongoing, as the delivery is taken place.
- Change of cleaning fees
- The cleaning fee, hourly prices and other remunerations can be changed with a month prior notification
- The cleaning fee and the hourly prices are regulated every year, based on the development of the net price index of Danmarks Statistik (i) and (ii) the wage price index for the private sector ”ILON2/Branche 10 S, other services etc. The regulation sums up to a minimum of 2% pro anno. The regulation takes place every year on March 1st. For the first time on March 1st of the calendar year following the calendar year in which the date of entry into force. The regulation is based on the development within the price indexes, in the 4 latest calendar quarters, in which the regulation are set to take place. If Danmarks Statistik should cease to publish the net price index, the remunerations will then instead be regulated based on price figures, which based on the calculation method are most similar to the net price index.
- Charges etc.
- All prices are stated in Danish kroner. Signing an agreement, all applicable charges and VAT are included in the listed prices.
- Payment terms
- The invoices of ServiceHuset are due to payment when receiving these, with the last timely payment date on the 1st of the month, following the billing month. In the event of late payment, a reminder letter will be sent with a collection of a reminder fee of DKK 75,- per reminder. If an invoice is not paid for after 3 reminder letters, we will turn over the case to a judicial collection – without further notice. At the same time interests are calculated from the due date till the invoice is paid for, with an interest rate corresponding to the reference rate applicable at any given time – cf. the law of interests and other factors in connection to delayed payment, with a fee of 7% pro anno.
- Insurances
- ServiceHuset has taken out statutory occupational injury insurance.
- You must take out and maintain the usual contents insurance during the term of agreement, and if the workplace is a villa also take out a building fire insurance covering damages and losses caused by a fire, explosion, water or theft – including damages on contents and other objects within the work place.
- If asked by ServiceHuset you are obligated to document the coverage of your insurance, as well as document that the insurances apply,
- Confidentiality
- ServiceHuset, the employees and the subcontractors are obligated to observe unconditional silence in connection to what they might discover about you or your relations, connected to the agreement and the cleaning service and other services performed.
- ServiceHuset is liable for its own and subcontractor’s breach of the duty of confidentiality mentioned in this section 9.1.
- However, ServiceHuset is entitled to use you as a customer reference for marketing purposes, provided this is done in a fair, factual and relevant manner.
- Termination of an agreement
- The cleaning agreement can be canceled by both ServiceHuset and the customer, with a prior warning of 14 days.
- Liability and limitations to the liability
- Liability
- With the reservations that follow from paragraph 11.2, the parties are liable to each other for damages in accordance to Danish Law.
- Limitations to liability
- CLAIMS FROM THE CUSTOMER, INCLUDING CLAIMS ON PRICE DISCOUNTS AND COMPENSATION, MUST BE DESCRIBED FOR US IN WRITTEN FORM, AS SOON AS THE CUSTOMER KNOWS ABOUT THE CLAIM, AND NOT LATER THAN 8 DAYS FROM THE SITUATION THAT CAUSED THE CLAIM TO BE MADE.
- NONE OF THE PARTIES ARE LIABLE FOR THE OTHER PART’S INDIRECT LOSS AND CONSEQUENTIAL DAMAGES.
- SERVICEHUSET´S MAX LIABILITY UNDER THE AGREEMENT, ACCUMULATED FOR ALL DAMAGE INCIDENTS, AS FOR A SINGLE DAMAGE INCIDENT, CAN NEVER EXCEED 25.000 DKK. LIABILITY IN THIS CONNECTION REFERS TO BOTH DAMAGES, PROPORTIONAL DISCOUNTS OR DISCOUNTS IN THE PRICE, ANY KIND OF INDEMNITY AMOUNT AND ANY REFUND CLAIM WHICH IS HONORED BY SERVICEHUSET.
- Any breach of the agreed limitations of liability and exemption provisions, follows Danish judicial law.
- There is a deductible for the customer of DKK 450,- per damage.
- Product liability
- ServiceHuset has a product liability in accordance with the rules in EU directive 85/374/EEC, as the directive at all times might be implemented in Denmark, to the extend that this legal liability cannot be limited by agreement as ServiceHuset disclaims product liability to the greatest possible extent. Including on any other non-statutory basis.
- Force majeure
- Neither party shall be liable to the other party for failure to fulfill its obligations under the agreement, if the non-compliance is due to circumstances or circumstances beyond the control of the party (including fire, war, trade and currency restrictions, natural disasters, disruptions or disruptions 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 in connection to a subcontractor is only considered force majeure if the subcontractor experience an obstacle that is covered by paragraph 1 and which the party could not have foreseen, avoided or overcome. (”force majeure”).
- 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 transfer your rights or obligations under the agreement without the prior consent of ServiceHuset.
- Changes to the agreement
- Changes to the cleaning agreement follow the rules on change management in section 4.
- Other changes, including amendments to the individual provisions of the agreement, must be agreed and documented in a supplement to the agreement signed by the parties, in order to be valid.
- Disputes
- Choice of law and venue
- The agreement is subject to Danish law and the Danish courts must decide any dispute arising from the agreement, cf. below on mediation.
- Mediation
- Any dispute that cannot be resolved amicably must be resolved through mediation, via the Mediation Institute, cf.mediationsinstituttet.com. When a dispute or disagreement has arisen in the opinion of one or both parties, each of the parties is entitled to submit a request to the Mediation Institute for commencement of mediation. Mediation must take place in accordance with the rules in force at any given time for the processing of cases at the Mediation Institute.
- If the mediation does not lead to a solution to the parties’ dispute within a period of 45 working days, the dispute can be resolved by a lawsuit, cf. above.