This Cancellation, Rescheduling and Refund Policy applies to all services booked through www.onovacleangmbh.com, operated by ONOVA Clean GmbH, registered at Pappelallee 78/79, 10437 Berlin, Germany (“Company”, “we”, “us”, or “our”). By booking our routine household cleaning services, you (“Client” or “Customer”) agree to be bound by the terms set forth below.
1.APPOINTMENT SCHEDULING AND DEPOSIT SYSTEM
1.1. Service Booking Process: Services are initiated via our online booking form. Submission of a deposit is required to secure your requested appointment date and time slot.
1.2. Scope and Final Pricing: Following the receipt of your initial inquiry and deposit, our team contacts you to discuss specific property requirements, scope of work, and final pricing. The deposit acts as a partial advance payment toward the total agreed service fee.
1.3. Binding Agreement: A binding service contract is established once the final service plan is mutually confirmed and the appointment is officially scheduled by our operations team.
2.CANCELLATION BY THE CLIENT
2.1. Standard Cancellation Window: Clients may cancel a scheduled appointment free of charge up to 48 hours before the agreed service start time. To cancel, you must notify us in writing via email at [email protected] or by telephone at +49 15560788604.
2.2. Late Cancellation: If a cancellation is made less than 48 hours prior to the scheduled appointment, or if our cleaning crew arrives at the property and is unable to gain access due to customer absence or fault, the paid deposit is non-refundable. This covers preliminary scheduling allocation and deployment preparation costs.
2.3. Statutory Right of Withdrawal (Right of Revocation for Consumers): Pursuant to European Union consumer rights directives and German civil law (BGB), consumers generally possess a 14-day statutory right of withdrawal for distance contracts. However, for service contracts, this right expires prematurely if the service has been fully performed, provided that the performance began with the consumer’s explicit prior consent and acknowledgement that they lose their right of withdrawal once the contract has been fully performed by the trader. If you request service commencement within the 14-day withdrawal window, you acknowledge that you remain liable for proportional costs incurred up to the time of cancellation.
3.RESCHEDULING POLICY
3.1. Rescheduling Requests: Clients may request to reschedule an appointment without penalty if the request is submitted at least 48 hours prior to the scheduled start time.
3.2. Availability Constraints: Rescheduling is subject to available operational slots. We make reasonable efforts to accommodate alternative dates proposed by the client.
3.3. Late Rescheduling: Rescheduling requests submitted less than 48 hours before the scheduled appointment may incur an administrative adjustment fee or result in the forfeiture of the initial deposit, depending on resource allocation.
4.CANCELLATION AND MODIFICATION BY ONOVA CLEAN GMBH
4.1. Operational Impediments: We reserve the right to cancel or reschedule an appointment due to unforeseen operational constraints, severe weather conditions, sudden staff unavailability, or force majeure events.
4.2. Notice and Remedy: In the event of a cancellation initiated by us, we will notify the client promptly and offer an alternative appointment date. If an alternative date is not acceptable to the client, any deposit paid will be fully refunded without undue delay.
4.3. Limitation of Liability: Our liability for cancellations initiated by us is strictly limited to the refund of advance payments received for the affected appointment. We assume no liability for indirect or consequential losses arising from rescheduling or cancellation.
5.REFUND TERMS
5.1. Deposit Refunds: Eligible deposit refunds resulting from timely cancellations or company-initiated rescheduling will be processed using the original method of payment within 14 days of cancellation confirmation.
5.2. Service Quality Complaints: If you believe the service delivered failed to meet the agreed specifications, you must notify us in writing within 48 hours of service completion, detailing the specific grounds for dissatisfaction. We reserve the right to inspect the premises and, where justified, perform corrective work. Cash refunds for completed services are issued strictly at the discretion of management following internal review.
6.GOVERNING LAW AND JURISDICTION
6.1. Applicable Law: These terms are 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), without prejudice to mandatory consumer protection provisions of the country in which the consumer has their habitual residence.
6.2. Dispute Resolution: Any disputes arising out of or in connection with these terms shall be subject to the jurisdiction of the competent courts located in Berlin, Germany, unless mandatory statutory consumer jurisdiction applies.
7.CONTACT INFORMATION
For any questions regarding cancellations, rescheduling, or refunds, please contact us directly:
ONOVA Clean GmbH
Address: Pappelallee 78/79, 10437 Berlin, Germany
Tel: +49 15560788604
Email: [email protected]