1. Scope of Services

Putziplus offers the following categories of Services:

• Residential cleaning (home cleaning)
• Commercial cleaning (office cleaning)
• End-of-tenancy cleaning (move-in/move-out cleaning)

All Services are performed using professional equipment and cleaning agents supplied by the Provider.

2. Booking Process and Notice

Clients may request Services via:

• Website submission form
• Telephone
• Email
• WhatsApp

All appointments are subject to availability. A minimum of 48 hours' notice is required for all bookings.

3. Callout Fee and Quote Assessments

We charge a non-refundable callout fee of €20 for in-person site assessments.

• This fee covers time and travel for the assessment.
• If the Client proceeds with the booking, this fee shall be credited toward the first cleaning invoice.
• Failure to proceed does not entitle the Client to a refund of the callout fee.

4. Pricing, Deposits, and Payments

• All pricing is provided on a custom-quoted basis, tailored to the specific requirements of the Client.
• A deposit is required to confirm any booking.
• The remaining balance is due on the day of service delivery, unless otherwise agreed in writing.
• Services rendered on weekends may incur a supplemental surcharge, which will be disclosed during quotation.

5. Cancellation and No-Show Policy

• Cancellations or rescheduling requests made at least 24 hours in advance of the scheduled service incur no fee.
• Cancellations made within 24 hours of the scheduled appointment are subject to a 50% service charge.
• In the event that our personnel arrive at the service location and are unable to gain access or the Client is not present, 100% of the service fee shall be retained and no refund will be issued.

6. Client Obligations

The Client shall:

• Ensure access to the property, including keys, elevator codes, or parking where necessary
• Secure all pets prior to service commencement
• Declutter areas to be cleaned
• Ensure availability of electricity during service hours

Failure to fulfill these responsibilities may result in cancellation or reduced quality of service, for which the Provider shall bear no liability.

7. Excluded Services

For health, safety, and operational reasons, the Provider does not perform:

• Removal or cleaning of human or animal waste (feces, urine, etc.)
• Cleaning in mold-infested, pest-infested, or otherwise biohazardous environments
• Cleaning of fragile, antique, or highly delicate surfaces
• Exterior window cleaning requiring ladders or lifts
• Lifting or moving of heavy furniture or appliances

8. Service Guarantee

We offer a satisfaction guarantee. If the Client is dissatisfied with the service, they must notify us within 24 hours of completion. Upon review, we may, at our discretion, offer a corrective re-cleaning or other reasonable remedy.

9. Liability and Insurance

The Provider maintains commercial liability insurance up to €3,000,000.

• All damages or loss must be reported by the Client within 24 hours of service.
• The Provider reserves the right to inspect, assess, and determine the validity of any claims.
• Liability is limited to the extent of the insurance policy and does not cover pre-existing damage, improperly secured items, or negligent storage.

10. Use of Subcontractors

The Provider may, where appropriate, delegate performance of the Services to qualified subcontractors.

• Clients will be notified in advance when subcontractors are assigned.
• Subcontractors are bound by the same obligations and confidentiality requirements as the Provider's employees.
• Insurance coverage remains valid under such arrangements.

11. Data Protection & Privacy (GDPR)

The Provider collects and processes Client data for the purpose of:

• Service provision (e.g., scheduling, invoicing)
• Marketing communications (e.g., promotions, service updates)

We comply with all applicable GDPR regulations. Clients may opt out of marketing communications at any time by contacting us. Data is stored securely and not shared with third parties, except where required by law.

12. Weekend Services

Services requested for weekends are subject to availability and will incur an additional fee. This surcharge will be stated clearly during the quotation phase.

13. Service Area

Putziplus operates exclusively within Berlin, Germany. Requests for services outside this area may be considered on a case-by-case basis but are not guaranteed.

14. Force Majeure

The Provider shall not be held liable for failure to perform Services due to circumstances beyond its reasonable control, including but not limited to:

• Natural disasters
• Illness or injury
• Accidents, strikes, or governmental restrictions

In such cases, the Provider reserves the right to reschedule or cancel appointments. Where cancellation occurs, any prepayments or deposits shall be refunded in full.

15. Acceptance of Terms

Clients must acknowledge and accept these Terms and Conditions prior to the commencement of services. This may be done electronically (e.g., email, digital form) or via signature. Acceptance constitutes a binding agreement.