Terms & Conditions

Terms & Conditions

These Terms and Conditions apply to the “SPIC AND SPAN. Home & Office Cleaning” online marketplace platform. The platform (hereinafter referred to as “SPIC AND SPAN.”) belongs to A&K Ventures OÜ and can be accessed via URL: spicandspan.net, spicandspan.de, spicandspan.fr, and spicandspan.pl.

SPIC AND SPAN. is an online marketplace connecting private and commercial customers with experienced cleaners in Germany, France and Poland. “SPIC AND SPAN. Home & Office Cleaning” is a registered trademark of A&K Ventures OÜ. Address: Sepapaja 6, 15551 Tallinn, Estonia. Tel: +372 71 22 225. Web: ak-ventures.eu). Management Board: Amadeusz Annissimo and Karol Kaczmarek. Registered at Tartu County Court Registration Department, Registry code 14080385 ("A&K Ventures”).

SPIC AND SPAN. Home & Office Cleaning strives to be fully transparent and create clear terms and conditions for customers using our platform. We believe that simplicity is the key to the satisfaction of our customers.

Tipping

Gratuity is not required. Our internal policy requires all independent cleaning service providers (hereinafter referred to as “Cleaning Associates”) to always do their best and deliver the highest-level cleaning service no matter what external factors are. Nevertheless, we cannot dissuade anyone from showing their gratitude for the outstanding job a SPIC AND SPAN. Cleaning Associate has done. In Europe, a tip of 10 – 20% is the general rule of thumb. As a large % of the cleaning service rate goes to overhead expenses (such as Transaction, Travelling, Liability, Taxes, Training Costs, etc.) any extra bonus for a Cleaning Associate to feel appreciated and committed is always a plus.

Health and Safety

Due to health and safety reasons, we are unable to clean up human, pest (flea and rodent infestations, etc.) or pet waste and bodily fluids. If we come into a home that requires this type of cleaning, we will skip the affected rooms and discount the Customer accordingly. We do ask to be informed beforehand if this may be an issue.

Due to health and safety reasons, we are also unable to clean areas where hazardous materials, medications, or drugs, etc. are present. If we come into a home that requires this type of cleaning, we will skip the affected rooms and discount the Customer accordingly, or ask the Customer to store such substances in a safe place that is not to be cleaned by the assigned cleaning service provider.

Cleaning Teams are required to wear closed toed, non-skid shoes while cleaning. We are not able to provide service for "shoes off” households. To ensure the best quality of service, best rates, and safety of Cleaning Service Providers using the SPIC AND SPAN. Platform, only attested cleaning supplies and equipment may be used during a booked cleaning.

Appointment booking

First-time Customers are required to book a cleaning via our online booking form available on SPIC AND SPAN. Home & Office Cleaning website.

Regular and recurring Customers may book subseqient cleanings via the online booking form, or simply request following appointments by calling or emailing our Customer Support Team.

Appointment confirmation and cancelation

We understand that life happens. Things come up that you may not be able to plan for. For this reason, we have established a policy that allows for some wiggle room. We require 48 hours' notice to cancel or reschedule or change an appointment without any additional fees. There will be a cancellation fee (i.e. a compensation for the first hour of an ordered cleaning) provided that an appointment is canceled or rescheduled or changed in less than 48 hours before the booked cleaning service.

Schedules are always confirmed via email before initial service is started. Additionally, a reminder is sent via email 24 hours before every scheduled appointment. To confirm a booked cleaning appointment, a deposit for the first hour of cleaning service must be paid. A deposit request is sent via email (to the email specified by a customer in the online booking form). The deposit for the first hour of the cleaning is only blocked on your account. Should you cancel your booking no later than 48 hours before the scheduled cleaning time, the deposit will be 100% returned. The booking is canceled, if the deposit is not paid within 48 hours before a scheduled cleaning appointment. This does not apply to the Last-Minute cleaning service. If a customer books the Last-Minute cleaning, the deposit must be paid within 2 hours after placing the booking. Otherwise, the Last-Minute booking is canceled.

Arrival Time and Cleaning Duration

Cleaning service occurs and can be booked literally round the clock, 24/7. Given that each home/office that we clean varies in the amount of time it takes to clean, we cannot guarantee an exact arrival/ departure time, nor can we provide a customer with an exact time estimate before a booked cleaning.

If the cleaning cannot be booked due to a limited availability on a certain day, a SPIC AND SPAN. Customer Support Agent will inform a customer about it via email as well as suggest alternative dates for the booking.

The minimum cleaning duration is 3 hours. If the service takes less time, a customer is still charged for 3 hours since it is not feasible for Cleaning Associates using the SPIC AND SPAN. Platform to travel or commute for less than 3-hour assignments.

Our pricing is fully transparent to eliminate any surprises. We charge per each started 30 minutes of cleaning service. Whenever you book a cleaning, Cleaning Associates may take care of your special requests (i.e. window or oven cleaning, ironing, gardening, etc.). Some special requests are available only within upgraded packages (e.g. Moving-in-out Cleaning, Deep Cleaning). For more information, please read what is included in certain cleaning packages or contact our Customer Support Team.

Arrival Day

SPIC AND SPAN. makes every effort to consistently schedule a predetermined date and time of an arrival. If for any reason, we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.

Dedicated Cleaning Associates

There will generally be always the same SPIC AND SPAN. Cleaning Associate assigned to your property after the first-time cleaning. If we are unable to guarantee the same Cleaning Associate due to any unforeseen circumstances, our Customer Support will contact you and seek solution (e.g. find a replacement for an unavailble cleaner).

You may book one Cleaning Associate or a team of 2-5 Cleaning Associates via the Online Booking Form. If a bigger team is needed, please contact our Customer Support Team directly to arrange a bigger team.

Access to Your Home

We will discuss arrangements of how to access your home before your first service. Customers generally provide a copy of the house key for the company which alleviates the need for the customers to remember to leave out a hide-a-key or having to wait around to let us in each visit (which also avoids lockout charges).

Cleaning Associate is obliged to wait at your doorstep for 15 minutes (October-March) or 25 minutes (April-September) in the case they cannot enter your property at the agreed time (start time). If there is no answer, despite calling and ringing a doorbell, a Cleaning Associate may leave the premises after waiting for 15 minutes (October-March) or 25 minutes (April-September). In such a case, a deposit for the first hour of cleaning will not be refunded. Please note that in this case, you are obliged to pay another deposit to schedule another (new) cleaning appointment.

Cleaning Completion

A customer should review the cleaning results after a cleaning appointment and fill in the After-Cleaning Report, confirming the cleaning duration, overall feedback, etc. If there are any issues, remarks or complaints, they should be inserted in the comments field of the After-Cleaning Report.

Payments

Unless you have an active subscription (regular cleaning schedule) with SPIC AND SPAN., a deposit for the first hour of the cleaning is due before a booked service. A final payment is due after every service unless other arrangements have been made. The pre-payment (deposit) must be settled at least 2 days (48 hours) before booked cleaning service unless the Last-Minute cleaning was booked. In this case, the deposit needs to be paid within 2 hours after placing a booking.

Provided that the deposit is not paid in time, a booking is automatically deleted from our Platform. Should a Customer still require a cleaning service, they need to contact our Customer Support Team or book another cleaning via the online booking form available on SPIC AND SPAN. website.

After completing the cleaning, the final payment must be executed no later than 3 days after receiving a payment request unless other arrangements have been made. If a customer cannot be charged automatically, a payment request is issued after a cleaning. The final payment is charged based on the After-Cleaning Report. All automated charges and payments requests are generated and processed by our transaction service provider “Mollie”. A customer gives consent for Mollie to process all their future payments by completing the first payment.

SPIC AND SPAN. accepts all major credit and debit cards, bank transfers, SOFORT, SEPA transfers, PayPal, etc. All payments are made online through our transaction service provider (Mollie). Cash payments are not accepted.

A Customer receives a cleaning summary after each cleaning and is asked to rate their cleaning experience. Upon request, a Customer receives an invoice after each cleaning or at the end of each month (a monthly invoice). Invoices issued by SPIC AND SPAN. are saved in pdf format and sent to the email address provided by a Customer in the online booking form. We do not print out invoices. We do not send out invoices by post. Invoices are issued by SPIC AND SPAN. on behalf of the Cleaning Associate (or Cleaning Associates) who have provided the cleaning service.

Cleaning Equipment

Extra fees may apply for a provision of cleaning equipment if Cleaning Associate is to provide basic cleaning solvents, a vacuum, a mop or a ladder within Regular Cleaning, One-time Cleaning, Office Cleaning or Last-Minute Cleaning. The extra fees are discounted within Moving-in-out Cleaning. All cleaning equipment is already included in the hourly price for Deep Cleaning.

If any specific cleaning equipment is required, the exact charge is determined after consulting a Cleaning Associate. A Customer is to be informed of such a charge before the service via email. The exact fees for the cleaning equipment provision are stipulated in our online booking form. If you require more information, please contact our Customer Support Team.

Travel costs

Even if Cleaning Associates are not available in your city, there is always a possibility of sending the closest Cleaning Associate to your location. In such cases, additional charges as compensation for travel time and costs may apply depending on the distance from the city Cleaning Associates operate to your location.

A Customer is informed about the travel costs via email. If the applied travel costs are not acceptable, a Customer must inform the Customer Support about it in writing (via email) no later than 2 days (48 hours) before the scheduled cleaning unless a Customer booked the Last Minute Cleaning package (then the Customer Support should be informed right away). In this case, the booked cleaning service is canceled and a deposit refunded in full.

The cleaning service with applied travel costs is confimed provided that a Customer accepts the travel costs via email. The cleaning service with applied travel costs is also deemed as confirmed provided that a Customer does not respond to the Customer Support and a deposit for the booked service is paid.

Subscription

Customers may subscribe to cleaning services via SPIC AND SPAN. Platform. As a regular customer you benefit from special, discounted rates (Regular Cleaning). Regular Cleaning package may only be booked by Customers with an active and valid subscription. In order to active the subscription, simply contact our Customer Support. Regular cleanings can be arranged on any given day of a week (Monday-Sunday) with one of the 4 frequency options available: every week, every two weeks, every three weeks, or every four weeks.

Having a continuous subscription guarantees fixed, reduced prices. If a cleaning appointments are paused or canceled for more than 30 days, the subscription is automatically canceled and becomes inactive. If a subscription is reactivated after more than 30 days, the current Platform prices apply. It is not possible to reactivate a subscription after more than 30 days at old rates if they changed in between.

For more information on the subscription Terms and Conditions or discounted rates, please contact our Customer Support Team.

Getting Ready for the Cleaning

Don't "clean” before we arrive but do "pick up” as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you. To avoid possible breakage, we will not clean heavily cluttered areas (shelving, countertops, etc.) unless specified differently.

If it is your first-time cleaning, please show Cleaning Associate your property around and explain all your requirements just to make sure Cleaning Associate understands your needs.

The Setting

We kindly request that your property (i.e. apartment, house, office, etc.) is unoccupied during the time of cleaning. This way Cleaning Associates can be the most efficient and give the best results possible. We understand this may not always be possible and it would just need to be something to be discussed before setting up service. For instance, if a Customer has a home office and is on conference calls, we would need to arrange cleaning visits around that since we would not be able to run a vacuum cleaner during that time. Or if there is a little one at home, we would want to arrange cleaning time around nap times, etc.

Pets

We love them! But please secure any pet that may be a threat. Also, Cleaning Associates cannot clean up after sick pets or pet accidents.

100% Satisfaction Guarantee Policy

According to our 100% Satisfaction Guarantee Policy, a Customer may get a full refund, a partial refund, a compensation or a free correction cleaning session if a Customer is not satisfied with cleaning results. This is applicable in all justified cases. A relevant complaint (i.e. in a written form, e.g. via email along with attached photos depicting neglected areas) must be filed in by the Customer within 24 hours after the cleaning appointment. In the case of the free correction cleaning session, the free correction cleaning session must be conducted within 3 days after the cleaning.

Our refund policy. If you are not satisfied with the service, simply send us an email (to: info@spicandspan.net) within 24 hours after the cleaning, attach some photos and give a brief reasoning. We will always work to make it up to you. Our goal has always been to create a happy, thriving community. If you are not thrilled or at least satisfied with the service, then we have no interest in forcing you to stay an unhappy customer. We reserve the right to decline any complaints which are not filed within 24 hours after the cleaning or we find totally unjustified.

We reserve the right to reject any quality complaints provided that a Customer limits the cleaning duration or reduces the recommended cleaning duration.

Any issues, remarks or complaints must be inserted in the comments field of the After-Cleaning Report.

Breakage

It is bound to happen sometimes. We do our best to prevent it and effective communication is very important. Sometimes breakage occurs when there are "booby traps”. Those are accidents waiting to happen. Cleaning Associates are often handling things that are not normally touched (pictures not hung securely (e.g. with thumb tacks), top-heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for "booby traps”. Please remove unstable breakables to a place we do not clean (e.g. we do not clean inside curios, china cabinets or clear wet bar shelves).

We do not take any responsibility for breakages or damages, yet we will do our best to facilitate the communication with the assigned Cleaning Associate and seek for a quick resolution of the issue. Each such an issue is to be resolved directly with Cleaning Associate. Cleaning Associates are fully responsible for any damage or breakage in all justified cases. A Customer is obliged to include any remarks or complaints regarding any breakage in the comments field of the After-Cleaning Report.

SPIC AND SPAN. is an online marketplace platform and is not responsible for any loss, damage or theft of items left unattended by a Customer. We are not responsible for any loss or damage that may occur due to Cleaning Associate entering the premises of a Customer.

SPIC AND SPAN. Opt-Out Option & Fee

A Customer may opt-out of SPIC AND SPAN. Platform and choose to coopearte diretly with a Cleaning Associate assigned to the Customer via SPIC AND SPAN. In such cases, a Customer must pay an opt-out fee to SPIC AND SPAN. for introducing the Cleaning Associate to them. This fee allows a Customer to cooperate with their Cleaning Associate outside of SPIC AND SPAN. without violating the SPIC AND SPAN. Terms of Service Non-Circumvention Period.

A Customer may opt-out of the SPIC AND SPAN. Platform with respect to each relationship with the introduced and assigned Cleaning Associate only if the Customer pays SPIC AND SPAN. an opt-out fee for each such relationship. The Opt-Out Fee for each relationship (Cleaning Associate) is 2000€ (two thousand euros).

To pay the Opt-Out Fee, a Customer must request the opt-out and specify which Cleaning Associate they would like to coopearte diretly with by sending an email message to info@spicandspan.net. SPIC AND SPAN. will charge a Customer the Opt-Out Fee and confirm the opt-out within 5 working days after rececing the email message from a Customer.

SPIC AND SPAN. requirements for email communication and marketing.

By completing your details in a contact or order form available on SPIC AND SPAN. website (spicandspan.net, spicandspan.de, spicandspan.fr, spicandspan.pl) or contacting us (via email, phone) with regards to the offered cleaning services, you are agreeing to receive communications from us. We may also send you all the very latest updates, including new services, products to improve your cleaning experience, fantastic deals on cleaning agents or equipment shopping and helpful news or tips on cleaning in its broadest sense. If you do not want to receive messages or information or newsletters from SPIC AND SPAN. any more, please send us an email (to info@spicandspan.net) with a relevant request. We recommend you not to simply flag messages from our mailing lists as spam just because you do not want to see them in your inbox anymore. Instead, the best solution is to properly inform us so we can unsubscribe your email address within 24 hours after receiving your request. That way, you will really put a permanent end to the unwanted mail.

If you do not want to receive messages or information or newsletters from SPIC AND SPAN. any more, please send us an email (info@spicandspan.net) with a relevant request. We recommend you not to simply flag messages from our mailing lists as spam just because you do not want to see them in your inbox anymore. Instead, the best solution is to properly inform us so we can unsubscribe your email address within 24 hours after receiving your request. That way, you will really put a permanent end to the unwanted mail. By clicking the "book cleaning” button (SPIC AND SPAN. order form) you agree to SPIC AND SPAN. Terms and Conditions and privacy policy.

By clicking the "book cleaning” button (SPIC AND SPAN. order form) you agree to SPIC AND SPAN. and A&K Ventures Terms and Conditions and Privacy Policy.

Miscellaneous

SPIC AND SPAN. takes responsibility for its employees and their actions. Our policies are designed to help minimize risks. SPIC AND SPAN. will review any unresolved incident to ensure the fairest resolution possible. You are our valued customer and we wish to resolve each incident to your satisfaction.

SPIC AND SPAN. is also committed to providing a resolution of any issues and effective communication between a customer and an independent cleaning service provider (Cleaning Associate) using our Platform.

By booking a cleaning service via Online Booking Form, a Customer gives SPIC AND SPAN. permission to share both their contact information and booking details with the assigned Cleaning Associate (Independent Cleaning Service Provider). A Cleaning Associate is not able to conduct a service without receiving Customer's contact information and booking details.

Provided that a payment for provided cleaning services is overdue for more than 30 days, a Customer gives SPIC AND SPAN. permission to share both their contact information and booking details with the EU Online Dispute Resolution platform. The Customer's records can be shared with the EU Online Dispute Resolution platform as long as the debt remains unsettled.

Please do not hesitate to give us a call if you need any further clarification on any of our policies. We make sure that Cleaning Associates using our Platform clean all types of properties (apartments, houses, offices, etc.) with as much care and respect as possible. When we fail, we seek your communication on the matter. We never want an issue to go unresolved.

Contact

Our Customer Support Agents are available for you 24/7 via email. You may also call us or write directly via our chat from 8 AM until 6 PM every day.

Austria: Tel. +49 30 588 494 40, email: info@spicandspan.at, web: spicandspan.at

France: Tel. +33 9 71 07 18 71, email: info@spicandspan.fr, web: spicandspan.fr

Germany: Tel. +49 30 588 494 40, email: info@spicandspan.de, web: spicandspan.de

Luxembourg: Tel. +33 9 71 07 18 71, email: info@spicandspan.lu, web: spicandspan.lu

Poland: Tel. +48 22 292 21 21, email: info@spicandspan.pl, web: spicandspan.pl

Portugal: Tel. +351 308 804 123, email: info@spicandspan.pt, web: spicandspan.pt

Sweden: Tel. +46 8 557 69 646, email: info@spicandspan.se, web: spicandspan.se

United States of America: Tel. +1 (480) 771 1771