Terms & Conditions

This is a convenience translation of our Allgemeine Geschäftsbedingungen (AGB). Where the two versions differ, the German version prevails.

Last updated: [date of publication]

Provider: 3S-Clean GmbH, registered office: [address], commercial register: [HRB/…], VAT ID: [DE…] ("Company", "we").

Contact: [email], [phone].

1. Scope and Definitions

1.1. These Terms & Conditions apply to home cleaning and related services provided by 3S-Clean GmbH (the "Company") to Customers who are consumers in Germany.

1.2. Mandatory consumer protection rules apply and prevail over any conflicting clause in these Terms & Conditions.

1.3. Definitions:

• "Customer" ("you") means the person who makes a Booking for a Service with the Company.
• "Service" means the cleaning service booked by the Customer, including any add-ons.
• "Premises" means the Customer's property or address where the Service is performed.
• "Booking" means the Customer's request for a Service placed online, by phone or by message and confirmed by the Company.
• "Booking value" means the total price of the booked Service including agreed add-ons, as shown to the Customer at the time of Booking.
• "Appointment" means the agreed date and time window for the Service.
• "Footage" means photographs and video clips created before, during, and after the Service.
• "Service Complete Notification" means the notification by which the Company informs the Customer that the Service has been completed, as described in Section 10.1.

2. Contract Formation

2.1. The presentation of Services online or offline is not a binding offer. A contract is formed when the Company confirms a Booking in text form (for example e-mail, SMS or WhatsApp) or in the Customer's personal account on the Company's website.

2.2. The Company may refuse a Booking for objective reasons, for example capacity, safety concerns, location outside the service area, or previous payment defaults.

2.3. The Company may update these Terms & Conditions for future Bookings. The version provided at the time of Booking applies and binds both the Company and the Customer.

2.4. Each Appointment is a separate contract. Where the Customer books recurring cleanings, each Appointment in the cycle is a separate Booking at the price shown for it, and the Customer may stop the cycle at any time with effect from the next Appointment, subject only to the cancellation periods in Section 7. No minimum term, notice period or automatic renewal applies.

2.5. The Service is a contract for work (Werkvertrag) directed at the cleaning result described in the booked package.

3. Service and Execution

3.1. The scope of the Service is determined by the Service package booked by the Customer and any agreed add-ons. The Company may reasonably decide the order and method of cleaning.

3.2. Unless expressly agreed, the Service does not include hazardous waste removal, mould remediation, pest control, construction or renovation work, disinfection under infection-control standards, laundering and ironing, or moving furniture heavier than 15 kg.

3.3. The Company uses its own professional equipment and cleaning agents. If the Customer asks the Company to use the Customer's own products or equipment, the Company is not liable for defects or incompatibilities of those items or for damage resulting from their use.

3.4. If the condition of the Premises deviates significantly from what was described by the Customer at the time of Booking, for example severe neglect, renovation dust or additional rooms, Section 6 applies.

3.5. During the Service the Company may create documentation for quality assurance and record keeping, for example short written notes and, where necessary, photographs and time lapse photos. The Company avoids capturing personal documents, private photographs and other identifying items wherever reasonably possible.

4. Personnel, Subcontractors and Substitution

4.1. The Company selects and assigns the cleaning personnel performing the Service at its discretion. The Customer has no claim to a specific cleaner.

4.2. The Company normally performs Services with its own employed staff. In exceptional cases, for example peak demand or regional coverage, the Company may use carefully selected subcontractors who are contractually bound to the Company's quality, confidentiality and data-protection standards. The Company remains the Customer's contractual partner and is responsible for proper performance.

4.3. No later than 24 hours before the Appointment the Company informs the Customer, through the communication channel chosen by the Customer and in the personal account, of the assigned cleaner's details to the extent appropriate: first name, ID code and contact number.

5. Customer Duties (Cooperation Obligations)

5.1. The Customer must provide safe and reasonable working conditions, including access to water, electricity and lighting, access to Wi-Fi where available, use of toilet facilities, safe floors and stairs.

5.2. The Customer must provide access to the Premises on the date and within the time window of the Appointment specified at the time of Booking.

5.3. The Customer must secure valuables, cash, jewellery, confidential documents and fragile items before the Service begins. If the Customer requests cleaning near such open-lying items, the Customer bears the increased risk unless clear instructions were given in advance in text form or to the cleaner before the Service starts. Such instructions are documented in the service report.

5.4. Pets must be secured so that cleaners can work safely. If a pet endangers a cleaner, the Company may stop the Service and treat it as a No-Access event under Clause 7.4. All work performed before that point shall be invoiced and is payable by the Customer in addition to the No-Access fee under Section 7.

5.5. The Customer may choose to be present or absent during the Service. If the Customer is absent, the Customer authorises Company personnel to enter and be present at the Premises solely for the purpose of performing the Service. The Customer must ensure access and secure valuables, cash and confidential documents.

5.6. If the Premises are protected by an alarm system, smart lock or access control, the Customer must ensure it is disarmed for the Appointment or provide correct temporary access credentials and clear instructions in advance. The Customer bears third-party costs caused by incorrect credentials or by a failure to disarm, for example security call-out fees, unless these were caused by the Company.

5.7. The Customer must provide accurate information at the time of Booking, including the size and condition of the Premises, access, parking and any special requirements. If this information is materially incorrect, Sections 6 and 7 apply.

5.8. In cases of gross misinformation by the Customer about the Premises as per paragraph 5.7 above or when the Service cannot be carried out safely, the Company may decline to perform on site. Section 7 then applies in the same way as for a No-Access event.

5.9. The Company does not keep Customer keys. If the Customer is not present, the Customer must specify in comments at the time of Booking where the cleaner collects the key, for example a neighbour, the caretaker or a key safe at the entrance, and where the key is to be left after the Service. The cleaner records the collection and the return in the app at the moment each takes place; the entry, with date and time, appears in the Customer's personal account and is sent through the Customer's chosen channel.

6. Prices and Adjustments

6.1. Prices are based on the information provided by the Customer at the time of Booking, including the size and condition of the Premises and household size. If that information is materially incorrect, the Company may reasonably adjust the price or the scope of work, or decline performance where performance would be unreasonable.

6.2. Any price adjustment is calculated transparently using the prices published on the Company's website.

6.3. Photographs and/or video Footage recorded before/during/after the Service under Section 8 may be used as evidence of the actual condition of Premises and scope of work for the purposes of pricing disputes and claims handling. Such Footage data is processed by Company in accordance with Section 13.

7. Access, No-Access and Cancellation

7.1. The Customer must ensure that Company personnel are able to access the Premises at the agreed Appointment time and for the duration required to perform the booked Service. Access includes any necessary building access, such as intercom, keys and lift permissions, and, where applicable, parking or loading instructions. If access requires codes (for example door codes) or alarm systems to be disarmed, the Customer must provide correct instructions in advance and ensure alarms are deactivated for the Service window. Any third-party costs caused by incorrect instructions or a triggered alarm will be charged to the Customer.

7.2. The cleaner waits up to 20 minutes from the start of the agreed time window, where this is reasonable. If access is still not possible after those 20 minutes, the Appointment is treated as No-Access.

7.3. Cancellation by the Customer of a booked Appointment is free of charge if the Company receives the Customer's cancellation no later than 24 hours before the scheduled start of the Appointment. If the Customer cancels later than that, the Company is entitled to lump-sum damages of EUR 50.00 for the appointment slot that can no longer be reallocated at short notice. The Customer is expressly entitled to prove that the Company has incurred no damage at all, or damage substantially lower than this lump sum; in that case, no amount or only the lower amount is payable. The Company reserves the right to claim higher damages if it proves them; the lump sum will be credited against such a claim. No amount is payable if the Customer is not responsible for the late cancellation.

7.4. If the Customer is not reachable and access is not granted at the Appointment time window, the Company is entitled to lump-sum damages of EUR 80.00 for the wasted appointment and travel. The Customer is expressly entitled to prove that the Company has incurred no damage at all, or damage substantially lower than this lump sum; in that case, no amount or only the lower amount is payable. The Company reserves the right to claim higher damages if it proves them; the lump sum will be credited against such a claim. No amount is payable if the Customer is not responsible for the lack of access.

7.5. The amounts under Clauses 7.3 and 7.4 are liquidated damages and do not constitute a contractual penalty. They are stated net; statutory VAT is added only where the payment is subject to VAT. They will be invoiced to the Customer and charged to the payment method specified by the Customer at time of Booking.

7.6. The Company may cancel or reschedule an Appointment due to illness, force majeure or operational necessity. The Company will then inform the Customer promptly and offer an alternative time-slot. Further claims are limited as per Section 11.

7.7. No fee is charged when the Service becomes impossible for reasons outside the control of both parties, for example a closure ordered by the police or the fire brigade, or water or fire damage affecting the building. The Booking then lapses without charge on either side. Otherwise the fees under this Section apply regardless of the reason the Appointment could not take place.

7.8. If statutory withdrawal rights under Section 12 apply, they are separate from the cancellation rules in this Section.

8. Footage

8.1. By booking a Service that includes compilation of video clips derived from time lapse photos made at time of Service, the Customer consents to time lapse photos being made during the Service to the extent required for: (i) making the video clip available to the Customer for review, (ii) quality control, (iii) dispute resolution and evidence, and (iv) employee safety. The Customer may opt out of time lapse photo recording at the time of Booking. If the Customer opts out, no video Footage is created; in the event of a quality complaint, damage claim or pricing dispute the video evidence referred to in Sections 6.3 and 8.6.3 will not be available, and such matters are then assessed on the basis of the remaining evidence only.

8.2. Footage scope limits:

8.2.1. Only areas within the booked Service scope will be filmed.

8.2.2. No filming inside personal storage (drawers, wardrobes, containers) unless the Customer explicitly requests it.

8.2.3. The Company will avoid focusing on personal documents, photos, and sensitive items where reasonably possible.

8.3. The Company will make time-stamped still photos of the Premises before and after cleaning in order to document the Service. The Company may make additional still photographs of specific broken or faulty items. The still photographs are made available to the Customer with the completion report; their retention is governed by Clause 8.6.2.

8.4. The Customer must inform any third person present at the Premises during the Service, including household members, guests and other service providers, that video/photo recording takes place. If any such person objects to the recording, a reasonable solution is sought on the spot: the affected room is cleaned without time lapse recording and this is noted in the service report, or the person concerned is asked to step out of the room while it is being cleaned. If a reasonable solution cannot be reached, paragraph 5.8 applies and the Company may suspend the Service.

8.5. No audio recording containing personal information is made.

8.6. Footage storage and retention:

8.6.1. Footage is stored securely and encrypted.

8.6.2. The Footage is accessible to the Customer in the personal account for seven business days following the Service Complete Notification. After that period, access through the personal account ends. Time lapse photos and video clips derived from them are automatically deleted no later than ten business days following the Service Complete Notification. The Company retains other Footage (time-stamped still photographs made before and after Service as well as any additional still photos made according to paragraph 8.3) in a restricted internal archive for six months from performance of the Service, so that the facts can still be established if a claim is raised later.

8.6.3. Where the Customer raises a complaint or asserts a claim, the unedited Footage relating to that Service is retained until the matter has been finally resolved and may be used as evidence; thereafter it is erased. Details of this processing, its legal basis and the Customer's rights, including the right to object under Art. 21 GDPR, are set out in the Company's Privacy Policy at https://3s-clean.com/en/privacy. Data-protection enquiries: support@3s-clean.com.

8.6.4. The Customer may withdraw consent to the processing of the video Footage and request its earlier deletion at any time, for example via the form in the personal account. The request covers the time lapse photos and the video clips assembled from them; the still photographs referred to in Clause 8.3 are retained for the period stated in Clause 8.6.2 as evidence. Deletion is carried out without undue delay, unless and to the extent the Footage is required for the establishment, exercise or defence of legal claims (Art. 17(3)(e) GDPR). Once Footage has been deleted, the video evidence referred to in Sections 6.3 and 8.6.3 is no longer available, and any complaint or claim is then assessed on the basis of the remaining evidence only.

8.7. If Footage is stopped during an Appointment, the Company informs the Customer of the reason within 24 hours. Production of Footage may be limited by factors outside the Company's reasonable control, such as connectivity or power failures.

8.8. Footage is not sold and is not shared with third parties for their own purposes. It may be shared with processors, for example hosting providers, strictly under data-processing agreements.

8.9. The Company may use short clips compiled from Footage for its own advertising, for example on the website, in social media or in presentations, only in anonymised form. Anonymisation includes blurring faces, personal photographs, documents, names, addresses and any other identifying detail. Where anonymisation is not feasible, the Company asks for separate explicit consent. Further details are set out in the Privacy Policy at https://3s-clean.com/en/privacy.

9. Payment and Invoicing

9.1. Payment is by card only. No cash payments are accepted. Payment falls due after the Service has been performed.

9.2. An electronic invoice in PDF form is provided in the Customer's personal account and by e-mail within 24 hours after the Service completion. Deposits or reservation fees, where agreed, are set off against the total.

9.3. The Customer is not charged at the time of Booking. The due invoice balance is charged no later than 5 business days after the invoice date, using the payment method provided at the time of Booking. If payment is not made by then, statutory default interest applies and the Company may charge the reasonable cost of reminders.

9.4. The Company reserves the right to suspend future Services and decline future Bookings until outstanding amounts are settled.

10. Completion, Complaints, Defects and Damage Reporting

10.1. Upon completion of the Service, the Company notifies the Customer that the Service has been completed (Service Complete Notification) by e-mail or by another means of communication agreed with the Customer. The Customer must inspect the result of the Service promptly after completion, or as soon as reasonably possible if the Customer was absent.

10.2. Where the Customer, or a person authorised by the Customer, is present upon completion of the Service, the Company offers a joint walk-through inspection immediately after completion. The Customer declares acceptance in text form by signing the service report or by confirming acceptance in the Company's app or personal account. Any defects identified during the walk-through are recorded in the service report and are remedied by the Company by way of subsequent performance. The Customer may not refuse acceptance on account of insignificant defects (§ 640 (1) sentence 2 BGB).

10.3. If the Customer is not present upon completion, does not attend the walk-through offered under Clause 10.2, or does not declare acceptance, the Service Complete Notification constitutes the Company's request for acceptance and sets a period of five (5) business days from receipt of that notification. If, within that period, the Customer neither declares acceptance nor refuses acceptance stating at least one specific defect, the Service is deemed to have been accepted upon expiry of the period (§ 640 (2) BGB). Where the Customer is a consumer, this applies only if the Company has, together with the Service Complete Notification, informed the Customer in text form of the consequences of a failure to declare or refuse acceptance.

10.4. Where the Premises were vacated or handed over to the Company for the purpose of the Service — in particular in the case of move-out cleaning, post-construction cleaning or the cleaning of unoccupied Premises — taking the Premises back into use, handing them over to a third party, or granting a third party access without objection likewise constitutes acceptance.

10.5. Acceptance does not exclude the Customer's rights in respect of defects that were not apparent upon acceptance. Rights in respect of defects of which the Customer was aware upon acceptance are preserved only if the Customer reserves those rights upon acceptance (§ 640 (3) BGB). Acceptance marks the start of the statutory limitation period for claims in respect of defects (§ 634a BGB).

10.6. The Customer is asked to report any complaint regarding the quality of the Service to support@3s-clean.com without undue delay after becoming aware of it — where possible within 48 hours of the Service Complete Notification and enclosing photographs. Damage allegedly caused by the Company, including damage not reasonably detectable upon a normal inspection, should likewise be reported without undue delay after discovery, where possible within five (5) business days. Prompt reporting enables the Company to establish the facts while they can still be established and to remedy any defect quickly. Reporting within these periods is not a precondition for the Customer's claims, and the Customer's rights are not forfeited if these periods are not observed.

10.7. If the Customer raises a complaint or asserts a claim in respect of the Service, the Company retains the unedited Footage and other documentation relating to that Service until the matter has been finally resolved, as set out in Clause 8.6.3. Access by the Customer through the personal account ends upon expiry of the period stated in Clause 8.6.2.

10.8. Statutory rights in the event of defects. If the Service is defective, the Customer has the statutory rights under § 634 BGB, in particular:

• to require subsequent performance, that is, remedy of the defect or re-performance of the Service (§§ 634 No. 1, 635 BGB);
• after a reasonable period set for subsequent performance has expired without result, to remedy the defect itself and to claim reimbursement of the necessary expenses (§§ 634 No. 2, 637 BGB);
• to withdraw from the contract or to reduce the remuneration (§§ 634 No. 3, 636, 638 BGB); and
• to claim damages or reimbursement of futile expenditure (§§ 634 No. 4, 636, 280, 281, 283, 311a, 284 BGB).

10.9. Except in the cases provided for by law, the Customer must first set the Company a reasonable period for subsequent performance before asserting the rights referred to in the second, third and fourth indents of Clause 10.8. Claims in respect of defects become time-barred in accordance with § 634a BGB. Claims for damage caused to the Customer's property or person become time-barred in accordance with §§ 195, 199 BGB. Clauses 10.1 to 10.7 do not restrict these rights.

10.10. The Company assesses complaints and, where justified, provides re-performance within a reasonable time or grants an appropriate price reduction. Further claims are governed by Section 11.

11. Liability

11.1. The Company is liable for damages caused by intent and gross negligence, and for injury to life, body or health.

11.2. For simple negligence the Company is liable only where it breaches an essential contractual obligation, meaning a duty that is fundamental to providing the Service and on which the Customer typically relies, such as performing the Service with reasonable care and protecting the Premises. In that case liability is limited to the foreseeable damage typical of a home-cleaning contract.

11.3. The Company is not liable for damage caused by improper Customer instructions, defective Customer-provided equipment or products, pre-existing damage or defects, normal wear and tear, or items not disclosed as fragile or sensitive.

11.4. Liability for the loss of unsecured valuables or cash is excluded to the extent permitted by law.

11.5. Mandatory statutory liability remains unaffected.

12. Right of Withdrawal

12.1. Consumers have a statutory 14-day right of withdrawal for distance contracts (with exceptions). This right applies separately from the cancellation rules in Section 7.

12.2. When a Customer books an Appointment date within the 14-day withdrawal period, the Customer expressly requests that the Company begin Service performance before the end of the withdrawal period. The Customer therefore acknowledges that the Customer's right of withdrawal expires once the Service has been fully performed. If the Service has not been fully performed, the Customer may withdraw and pays a proportionate amount for the part performed.

12.3. The statutory withdrawal notice is set out in Appendix 1.

13. Data Protection and Communications

13.1. The Company processes personal data in accordance with the GDPR and the German Federal Data Protection Act (BDSG).

13.2. Purposes and legal bases (non-exhaustive):

13.2.1. Contract performance and booking management (Art. 6(1)(b) GDPR).

13.2.2. Invoicing, accounting and legal obligations (Art. 6(1)(c) GDPR).

13.2.3. Quality control, fraud prevention, assertion and defence of legal claims and security (Art. 6(1)(f) GDPR).

13.2.4. Customer access to Footage and, where applicable, advertising use of anonymised clips (Art. 6(1)(a) GDPR, consent).

13.3. Data is stored only as long as necessary for these purposes, taking statutory retention periods into account. Retention of Footage is governed by Sections 8.6 and 10.7.

13.4. The Company may use service providers, for example payment processors, hosting, scheduling and video hosting, as processors under Art. 28 GDPR. Data is transferred outside the EU and EEA only with appropriate safeguards.

13.5. The Customer has rights of access, rectification, erasure, restriction, data portability and objection, and the right to lodge a complaint with a supervisory authority.

13.6. The Customer chooses a preferred communication channel at the time of Booking or in the personal account. The Company uses that channel for operational messages such as appointments, access and invoices. Marketing messages require separate consent where legally required and can be stopped at any time.

13.7. Data protection contact: support@3s-clean.com.

14. Miscellaneous

14.1. German law applies, excluding the UN Convention on Contracts for the International Sale of Goods.

14.2. For consumers, the statutory rules on place of jurisdiction apply.

14.3. If any provision of these Terms & Conditions is invalid, the remaining provisions remain effective. The Company will replace the invalid provision with a legally permissible one closest to the economic intent of the invalid provision.

14.4. Failure to enforce a right does not constitute a waiver of that right.

14.5. The contract language is German. Any translation is provided for information only; in case of doubt the German version prevails.

14.6. The Company is not obliged to take part in dispute resolution proceedings before a consumer arbitration board and does not do so.

Appendix 1. Withdrawal instructions and model withdrawal form

Right of withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day of the conclusion of the contract.

To exercise the right of withdrawal you must inform us — 3S-Clean GmbH, [address], [email], [phone] — of your decision to withdraw from this contract by an unequivocal statement, for example a letter sent by post or an e-mail. You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal. If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of such reimbursement.

If you requested that the performance of services begin during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated to us your withdrawal from this contract, in comparison with the full coverage of the contract.

Model withdrawal form. Complete and return this form only if you wish to withdraw from the contract.

To 3S-Clean GmbH, [address], [email]:

I/We hereby give notice that I/We withdraw from my/our contract for the provision of the following service:

• Ordered on / received on:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date: