- Scope and General Provisions
These Terms of Service (“Terms”) govern all contracts, bookings, and service provision concluded between ONOVA Clean GmbH (hereinafter referred to as the “Company”, “we”, “us”, or “our”), registered at Pappelallee 78/79, 10437 Berlin, Germany, and the consumer or commercial client (hereinafter referred to as the “Customer” or “you”) via the website www.onovacleangmbh.com.
By submitting a booking request, paying a deposit, or utilizing our daily home cleaning services, you agree to be legally bound by these Terms. Any conflicting, deviating, or supplementary terms and conditions proposed by the Customer shall not become part of the agreement unless explicitly accepted by us in writing.
- Service Description and Booking Workflow
Our platform offers professional daily domestic housekeeping and cleaning support services. The operational workflow is structured as follows:
Initial Inquiry: The Customer submits a booking request through our online form specifying cleaning requirements, property location, and preferred dates.
Consultation and Custom Quotation: Upon receiving the request, our team contacts the Customer to discuss specific details, customize a service plan, and determine the final price for the requested scope of work.
Deposit Payment: To secure the scheduled appointment slot, the Customer pays an initial deposit online through our integrated payment processor.
Service Fulfillment: Following receipt of the deposit and confirmation of the schedule, our team performs the agreed cleaning services on-site at the Customer’s designated premises. The remaining balance is settled in accordance with the agreed billing arrangement established during the consultation.
- Pricing and Payment Terms
All prices quoted during the consultation phase are calculated in Euros (EUR) and include statutory Value Added Tax (VAT) where applicable under German law.
The deposit payment must be completed at the time of appointment confirmation to secure the booking.
Final pricing is determined based on the customized scope of work agreed upon prior to the commencement of operations.
Invoices for the remaining balance are due upon completion of the service unless otherwise specified in writing.
- Cancellation, Rescheduling, and Refund Policy
Clients may cancel or reschedule a confirmed booking subject to the following framework:
Customer Cancellation: Cancellations made more than 48 hours before the scheduled service time will be eligible for a full refund of the deposit. Cancellations made within 48 hours of the scheduled service time may result in the forfeiture of the deposit to cover administrative and scheduling allocation costs.
Rescheduling: Rescheduling requests must be submitted at least 48hours prior to the appointment. We will make reasonable commercial efforts to accommodate alternative dates subject to availability.
Company Cancellation: We reserve the right to reschedule or cancel services due to unforeseen operational impediments, force majeure, or staff unavailability. In such events, clients will be promptly notified, and any advance deposits paid will be fully refunded if an alternative date cannot be agreed upon.
- Customer Obligations
To ensure the efficient and safe execution of the cleaning services, the Customer agrees to:
Provide accurate, complete, and truthful information regarding the property layout, specific cleaning requirements, and access instructions during the consultation phase.
Ensure safe and unhindered access to the premises at the agreed appointment time.
Secure valuable items, fragile objects, cash, and sensitive documents prior to the arrival of our service personnel.
Inform our team of any hazardous materials, delicate surfaces, or specific structural peculiarities within the premises that require specialized handling.
- Limitation of Liability
We endeavor to perform all services with professional diligence and care. However, liability is subject to the following provisions:
The Company shall be liable without limitation for damages resulting from injury to life, body, or health caused by a negligent breach of duty by the Company, its legal representatives, or its vicarious agents.
For other damages, the Company’s liability is strictly limited to foreseeable damages typical for this type of contract, except in cases of intentional misconduct or gross negligence.
The Company is not liable for pre-existing damage to the Customer’s property, wear and tear, or damage resulting from incorrect or incomplete information provided by the Customer prior to service execution.
- Data Protection (GDPR Compliance)
We collect, process, and store personal data provided by the Customer exclusively in accordance with the General Data Protection Regulation (GDPR) of the European Union and the German Federal Data Protection Act (BDSG). Personal data such as names, addresses, phone numbers, and email addresses are used strictly for the purpose ofprocessing inquiries, managing bookings, and fulfilling contractual obligations. Data is never disclosed to unauthorized third parties without explicit legal justification or consent. - Governing Law and Jurisdiction
These Terms and all legal relationships between the Company and the Customer shall be governed by and construed in accordance with the laws of the Federal Republic of Germany, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG). For business clients, the place of jurisdiction for all disputes arising directly or indirectly from the contract is Berlin, Germany. For consumer clients, statutory jurisdictional rules apply.