Terms & Conditions

By submitting the booking/request form and entering your name, you confirm that you have read, understood, and accepted these Terms & Conditions. Entering your name constitutes your electronic confirmation and acceptance of the agreed service and these Terms & Conditions.

1. Scope of the Move-Out Cleaning

Clean Clean Services will perform the Move-Out Cleaning according to the services and areas specified in the accepted quotation, booking confirmation, or written agreement.

Only the services expressly included in the agreed scope are included in the quoted price.

Any additional cleaning or work requested before, during, or after the service that falls outside the agreed scope may be charged separately and must be agreed upon with Clean Clean Services.

The Move-Out Cleaning does not include repairs, renovation work, painting, restoration, removal of permanent damage, or treatment of defects that cannot reasonably be corrected through professional cleaning unless specifically agreed otherwise in writing.

2. Landlord / Property Management Cleaning Checklist

The client is responsible for providing Clean Clean Services with any available cleaning checklist, handover instructions, special requirements, or specifications issued by the landlord, property management company, or authorised handover representative before the cleaning begins.

If no such checklist or instructions are provided before the cleaning, Clean Clean Services will perform the service according to:

the agreed quotation and scope of work; and
normal professional standards for Move-Out Cleaning.

Clean Clean Services cannot be held responsible for special requirements that were not communicated or made available before the cleaning.

If additional requirements are communicated only after the cleaning has been completed and those requirements were not reasonably included within the original agreed scope, they may be treated as additional services and quoted separately.

3. Handover Guarantee – Abnahmegarantie

Where the quotation expressly includes a Handover Guarantee / Abnahmegarantie, Clean Clean Services will perform reasonable corrective re-cleaning at no additional cleaning charge where a specific cleaning deficiency covered by the original service is identified in connection with the official property handover.

The Handover Guarantee is intended to correct genuine cleaning deficiencies relating to the original Move-Out Cleaning. It does not constitute an unlimited guarantee that any person may request additional cleaning after the property has been handed over.

The guarantee applies only to cleaning work that was included within the original agreed scope.

4. Official Handover

The client must inform Clean Clean Services of the scheduled handover date and time if this information is available.

If the landlord, property manager, or authorised handover representative identifies a specific cleaning deficiency during the official handover, Clean Clean Services must be informed as soon as reasonably possible and given a reasonable opportunity to inspect and, where justified, re-clean the affected area.

Where possible, the client should contact Clean Clean Services while the handover is still taking place if an immediate re-cleaning is requested.

5. Reporting a Cleaning Deficiency Under the Handover Guarantee

Any claim under the Handover Guarantee must identify the specific area or item considered insufficiently cleaned.

Clean Clean Services may request reasonable supporting documentation before arranging a return visit, including:

photographs of the specific affected area;
written comments from the landlord or property manager;
the relevant section of a handover protocol, if one exists; or
other information reasonably necessary to identify the alleged deficiency.

General statements such as “the apartment is dirty” or “the cleaning was not satisfactory” without identifying the affected areas are not sufficient to determine the scope of a guarantee claim.

A photograph or video showing dirty cleaning water alone does not establish the condition of a particular surface at the time the original cleaning was completed or at the time of handover.

6. Complaints Raised After the Official Handover

Where the official handover has already been completed and no specific cleaning deficiency was raised during the handover, any complaint received afterwards will be assessed individually.

A complaint made after the handover does not automatically qualify for free re-cleaning under the Handover Guarantee, particularly where the property has subsequently been:

occupied;
accessed by new tenants or other third parties;
used for moving furniture or personal belongings;
entered by tradespeople, movers, landlords, property managers, or other persons;
cleaned or treated by another person; or
otherwise altered after completion of the original cleaning.

This is because Clean Clean Services may no longer be able to independently verify that the reported condition existed when the original cleaning was completed or at the time of the official handover.

Where sufficient information reasonably indicates that the reported issue resulted from the original cleaning and falls within the original agreed scope, Clean Clean Services may still perform corrective cleaning under the Handover Guarantee.

7. Incoming Tenants and Third-Party Complaints

The contractual cleaning agreement exists between Clean Clean Services and the client who booked and accepted the service.

Incoming tenants, landlords, property managers, or other third parties may identify or report cleaning concerns, but they may not independently expand the scope of the original cleaning contract.

Where an incoming tenant raises a complaint after taking possession of the property, Clean Clean Services may require clarification or confirmation from the original client, landlord, or property manager before accepting the matter as a claim under the Handover Guarantee.

Any additional cleaning requested by an incoming tenant or another third party that is unrelated to a verified deficiency from the original Move-Out Cleaning may be treated as a new service and charged separately.

8. Cleaning or Alteration by Third Parties

If an allegedly affected area has already been cleaned, washed, treated, altered, occupied, or otherwise changed by the client, incoming tenants, landlord, movers, tradespeople, or another third party before Clean Clean Services has had a reasonable opportunity to inspect it, the ability to determine the original cause and condition may be limited.

Such intervention does not automatically prove that the original Move-Out Cleaning was insufficient.

Clean Clean Services will assess the available information and determine whether the reported issue can reasonably be attributed to the original cleaning.

9. Scope of a Guarantee Return Visit

A return visit under the Handover Guarantee is limited to the specific cleaning deficiencies that:

have been reasonably identified;
relate to the original Move-Out Cleaning;
were included in the original agreed scope; and
can reasonably be corrected through professional cleaning.

A guarantee return visit does not constitute a second complete Move-Out Cleaning.

New, unrelated, or additional cleaning requests may be quoted and charged separately.

10. Permanent Stains, Wear, Damage and Material Limitations

The Handover Guarantee does not apply to conditions that cannot reasonably be corrected through professional cleaning, including but not limited to:

permanent stains;
discolouration;
scratches;
burned or chemically damaged surfaces;
worn materials;
old limescale or corrosion that cannot safely be removed;
mould or biological growth requiring specialist treatment;
damaged coatings;
deteriorated silicone or grout;
damaged flooring;
adhesive or construction residue requiring specialist removal;
permanent marks;
material defects; or
normal wear and tear.

Clean Clean Services will not intentionally use cleaning methods that, in its professional judgment, create an unreasonable risk of damaging the material solely to achieve a visually perfect result.

Where a stain, mark, deposit, or discolouration cannot safely be removed without risking damage, the remaining condition will not automatically constitute insufficient cleaning.

11. Access for Guarantee Re-Cleaning

Where a justified return visit is required, the client must provide Clean Clean Services with reasonable access to the property at an agreed date and time.

Clean Clean Services cannot be held responsible where corrective cleaning cannot be completed because access is refused, delayed, restricted, or otherwise unavailable.

Where the property has already been transferred to a new tenant, the client is responsible for ensuring that the necessary permission and access for Clean Clean Services have been arranged.

12. Completion of Guarantee Work

Once the specific deficiencies accepted under the Handover Guarantee have been inspected and reasonably corrected, Clean Clean Services’ guarantee obligation relating to those reported deficiencies is considered fulfilled.

Any new or unrelated concerns reported afterwards will be assessed separately.

13. Client Inspection

The client is encouraged to inspect the property following completion of the cleaning and to notify Clean Clean Services promptly of any visible concerns.

Where a Handover Guarantee applies, cleaning-quality complaints are handled according to the Handover Guarantee provisions above.

This is separate from claims concerning accidental property damage.

14. Accidental Damage and Insurance

Clean Clean Services is insured for accidental damage that may occur during a cleaning service.

If accidental damage caused by Clean Clean Services occurs, we will cooperate with the client and, where applicable, our insurance provider regarding reasonable repair or replacement costs, subject to the terms, exclusions, and coverage limits of the applicable insurance policy.

Clean Clean Services is not responsible for pre-existing damage, ordinary wear and tear, deterioration, hidden defects, fragile or defective materials, or damage not caused by our cleaning team.

15. Damage Reporting

Any suspected accidental property damage should be reported to Clean Clean Services as soon as possible and, where reasonably possible, within 24 hours after completion of the cleaning.

The report should include photographs and a description of the alleged damage.

Reports made after the property has subsequently been occupied, altered, repaired, cleaned, moved into, or accessed by third parties may be more difficult to verify.

Nothing in this clause excludes rights that cannot legally be excluded under applicable Swiss law.

16. Limitation of Liability

To the extent permitted by Swiss law, Clean Clean Services is not responsible for indirect or consequential losses arising from the cleaning service.

Nothing in these Terms & Conditions excludes or limits liability where such exclusion or limitation would not be permitted under mandatory Swiss law.

17. Client Responsibilities and Property Condition

The client must inform Clean Clean Services before the cleaning begins of any known:

fragile surfaces;
damaged materials;
defective fixtures;
loose fittings;
special-care materials;
sensitive natural stone;
untreated wood;
delicate coatings;
damaged appliances; or
other conditions requiring special handling.

Clean Clean Services is not responsible for deterioration caused by pre-existing defects, poor installation, material degradation, or circumstances that could not reasonably have been identified in advance.

18. Valuables and Personal Belongings

The client is responsible for removing or securely storing valuables, cash, jewellery, important documents, medication, keys, fragile personal items, and other valuable property before the cleaning begins.

Clean Clean Services is not responsible for loss of unsecured items where responsibility cannot reasonably be attributed to Clean Clean Services.

19. Property Must Be Ready for Move-Out Cleaning

Unless otherwise agreed, the property should be sufficiently emptied before the Move-Out Cleaning begins so that the cleaning team can access the areas included in the quotation.

Furniture, personal belongings, rubbish, moving boxes, or other obstacles that prevent access may affect the cleaning result or required working time.

Removal of furniture, personal belongings, construction waste, excessive rubbish, or other items is not included unless expressly stated in the quotation.

20. Access to the Property

The client is responsible for ensuring that the cleaning team can access the property at the agreed date and time.

The client must provide any necessary:

keys;
access codes;
building access;
parking permits;
security instructions; or
other information required to enter and work at the property.

If access is unavailable or significantly delayed, Clean Clean Services may delay, reschedule, or cancel the service and may charge costs resulting from the failed or delayed appointment.

21. Parking

The client is responsible for providing a suitable parking space or necessary parking permit for the cleaning team where reasonably possible.

Where free parking is not available, the client agrees to reimburse reasonable parking charges incurred by Clean Clean Services in connection with the service.

22. Electricity and Water

Unless otherwise agreed, the client must ensure that normal electricity and water supplies are available at the property throughout the cleaning service.

If electricity or water is unavailable and this prevents or materially limits the cleaning work, Clean Clean Services cannot be held responsible for areas that could not reasonably be completed.

Additional costs caused by such circumstances may be charged separately where appropriate.

23. Changes and Additional Services

Any requested change to the agreed service should be communicated to Clean Clean Services as early as possible.

Additional work not included in the original quotation is subject to availability and may result in an additional charge.

Clean Clean Services is not required to perform additional work requested by the client, landlord, property manager, new tenant, or another third party unless the additional work is accepted by Clean Clean Services.

24. Cancellation and Rescheduling

Cancellations or requests to reschedule must be communicated at least 48 hours before the scheduled service.

Where less than 48 hours’ notice is provided, Clean Clean Services reserves the right to charge a cancellation fee reflecting the reserved working time, staffing, transportation, and other costs associated with the booking.

Any specific cancellation charge shown in the quotation or booking confirmation forms part of the agreement.

25. Delays and Circumstances Beyond Our Control

Clean Clean Services will not be responsible for delays or inability to provide all or part of the service where this is caused by circumstances reasonably beyond our control, including severe weather, accidents, emergencies, building-access restrictions, interruption of utilities, natural disasters, government restrictions, or comparable unexpected events.

Where possible, Clean Clean Services will communicate with the client and attempt to arrange a reasonable alternative.

26. Confidentiality and Data Protection

Client information will be treated confidentially and processed in accordance with applicable Swiss data-protection law and the Clean Clean Services Privacy Policy.

Personal information will be used only where reasonably necessary for purposes including:

processing enquiries and bookings;
providing cleaning services;
preparing quotations and invoices;
communicating about the service;
handling complaints or guarantee claims;
meeting legal and accounting obligations; and
protecting legitimate business interests.

27. Photographic Documentation

Clean Clean Services may take photographs or videos of relevant areas before, during, or after the cleaning where reasonably necessary to:

document the property’s condition;
record pre-existing damage;
document completed cleaning;
manage a Handover Guarantee;
investigate a complaint; or
protect the legitimate interests of the client and Clean Clean Services.

Such documentation will be handled appropriately and in accordance with applicable data-protection requirements.

Images containing identifiable persons or unrelated private information will not be intentionally taken unless reasonably necessary.

Photographs will not be used publicly for advertising or marketing without appropriate permission.

28. Payment

The price and payment conditions stated in the accepted quotation or invoice apply.

Unless otherwise agreed in writing, the client remains responsible for payment of the agreed service even where the landlord, property manager, incoming tenant, or another third party is involved in the handover.

A legitimate Handover Guarantee claim does not automatically suspend or cancel the client’s payment obligation for the original cleaning service.

29. Communication and Evidence

For matters concerning changes to the service, complaints, guarantee claims, additional work, cancellations, or disputes, Clean Clean Services may request communication in writing, including by email, WhatsApp, booking platform, or another recorded electronic communication method.

Written communication helps both parties maintain an accurate record of the agreed service and any subsequent requests.

30. Governing Law

These Terms & Conditions and the contractual relationship between the client and Clean Clean Services are governed by Swiss law.

Any mandatory rights and jurisdiction provisions applicable under Swiss law remain reserved.

31. Severability

If any individual provision of these Terms & Conditions is found to be invalid, unenforceable, or inconsistent with mandatory law, the remaining provisions will continue to apply to the extent legally possible.

The invalid provision will, where possible, be replaced by a valid interpretation that most closely reflects its original commercial purpose.

32. Acceptance of Terms & Conditions

By submitting the booking/request form, accepting the quotation, confirming the service electronically, or entering your name where requested, you confirm that you have had the opportunity to read these Terms & Conditions and agree that they form part of the contract with Clean Clean Services.

The version of the Terms & Conditions accepted at the time of booking applies to that booking.

Clean Clean Services may update these Terms & Conditions for future bookings. Changes will not retrospectively alter an already concluded agreement unless both parties agree otherwise in writing.