Terms & Conditions

1. Business details

These Terms and Conditions are issued by Luiza Janiszewska, trading as Slavic Homemaking (“Slavic Homemaking”, “we”, “us” or “our”).

2. Definitions

In these Terms:

• “Client” means the person or organisation requesting or purchasing a Service.
• “Consumer” means a natural person acting outside a trade, business or profession.
• “Business Client” means a person or organisation acting for business or professional purposes, including estate agents, property managers, hosts and companies.
• “Service” means any cleaning, reset, home-care, listing preparation, upholstery or related service confirmed by Slavic Homemaking.
• “Booking Confirmation” means our written confirmation by website, email, message, quotation or invoice that states the agreed Service, address, date, price or pricing method and any special conditions.
• “Service Address” means the property or location where the Service is to be performed.

3. Application and acceptance

These Terms apply to quotations, bookings and Services unless we agree otherwise in writing. A Booking Confirmation and any clearly stated project-specific conditions form part of the agreement. If there is a conflict, the Booking Confirmation takes priority for that booking.

The Client must be able to read and save these Terms before entering into the agreement. By booking, paying, accepting a quotation or instructing us to begin, the Client accepts these Terms.

Mandatory consumer rights always prevail over any conflicting provision.

4. Bookings and formation of the agreement

Website availability, messages and quotations are invitations to book, not a binding acceptance. The agreement is formed when we send a Booking Confirmation or otherwise clearly accept the booking in writing.

We may request photographs, a video, an intake call or an on-site assessment before confirming scope or price. We may refuse or revise a request where the property, risk, timing or required work does not match the information provided.

A person booking on behalf of another person or organisation confirms that they have authority to order the Service, provide access information and accept these Terms.

5. Service categories and scope

Services may include Regular Cleaning, Room Reset, Home Reset Day, Deep Cleaning, Listing or Property Presentation Cleaning, Upholstery and Specialty Cleaning, and agreed add-ons.

Only tasks stated in the Booking Confirmation are included. Website descriptions are general and do not override the confirmed scope.

A fixed-price package purchases the agreed scope and reserved capacity. It does not create an obligation to perform unlimited tasks or remain indefinitely until every possible task is complete.

An hourly booking purchases time. We work according to the agreed priority order and do not guarantee that every requested task can be completed within the reserved hours.

Unless specifically confirmed, cleaning does not include professional restoration, specialist mould remediation, pest control, hazardous-waste handling, biohazard cleaning, construction cleaning, exterior high-level work, moving very heavy furniture, or repairs.

6. Quotations, estimates and prices

Prices are based on the information available when the quotation or booking is made. The Client must disclose the size, condition, occupancy, access limits, pets, parking, unusual surfaces and any exceptional contamination or time pressure.

Consumer prices include VAT unless clearly stated otherwise. Business prices may be shown excluding VAT where this is made clear before agreement.

An estimate is not a fixed price unless expressly described as fixed. If the actual condition or requested scope differs materially, we may pause and offer a revised scope, additional time, a revised price or a new appointment.

Parking, permits, congestion-related access costs, exceptional materials and third-party costs are charged only where stated in advance or approved by the Client, except where an unexpected cost is reasonably necessary to protect the property or complete an authorised task.

7. Client responsibilities

The Client must provide accurate information and a safe, lawful and reasonably accessible working environment.

• Provide timely access, working utilities, lighting, ventilation and any agreed parking or building permission.
• Secure cash, jewellery, medication, documents, firearms, illegal substances, irreplaceable items and other valuables.
• Identify delicate, antique, custom, damaged, loose, unstable, untreated or specialist surfaces and provide care instructions before work begins.
• Disclose allergies, strong fragrance restrictions, pets, security systems, cameras and relevant household risks.
• Keep children, pets and other occupants safely away from active work areas where needed.
• Ensure that appliances and installations are safe and suitable for normal use.
• Do not request unlawful, unsafe or humiliating work.

8. Access, keys, codes and alarms

The Client is responsible for ensuring that access instructions are correct and that Slavic Homemaking can enter and work at the confirmed time.

Keys, codes and alarm details are handled confidentially and shared only with authorised team members. We may keep an internal access record. Where possible, keys are not labelled with the full address.

The Client must promptly change a code or alarm instruction that is no longer intended for our use. We may return keys in person, through an agreed secure method or by tracked delivery at the Client’s cost.

If access is unavailable, delayed or unsafe, waiting time may count as Service time and the booking may be treated as a late cancellation. We are not responsible for delay caused by incorrect access instructions, concierge refusal, disabled entry systems or undisclosed building rules.

9. Arrival, duration and team allocation

We aim to arrive at the confirmed time. Amsterdam traffic, parking, building access and the completion of earlier services may create a reasonable arrival window of up to 30 minutes. We will notify the Client of a material delay where reasonably possible.

The stated duration is an estimate unless the Booking Confirmation specifies a fixed service period.

We may assign or replace team members while maintaining the agreed service standard. A recurring slot does not guarantee the same individual on every visit unless expressly agreed.

10. Products, equipment and surface care

We use professional methods and products selected for the confirmed Service. We may decline to use a Client’s product or appliance if it appears unsafe, unlabelled, unsuitable, defective or inconsistent with our working method.

Where the Client specifically instructs us to use a supplied product, the Client must disclose relevant instructions and known risks. This does not remove our duty to act with reasonable care.

Some stains, odours, limescale, discolouration, wear, scratching, corrosion, mould staining and material degradation cannot be safely removed by cleaning. We do not guarantee restoration or a permanently stain-free result.

11. Unsafe, prohibited or exceptional conditions

We may stop, refuse or reschedule a Service where conditions create a health, safety, legal or property risk. Examples include sharps, bodily fluids, active infestation, severe mould, structural instability, exposed wiring, aggressive animals, threats, harassment, illegal activity, undisclosed hazardous chemicals or a level of contamination outside the confirmed scope.

Where work stops for a reason attributable to undisclosed or unsafe conditions at the Service Address, the Client remains responsible for work already performed and reasonable reserved costs.

12. Payment

Payment timing and method are stated in the Booking Confirmation. One-off and premium Services may require full prepayment or a deposit to reserve the date and team.

Payment may be made through iDEAL, Visa, Mastercard, American Express or Apple Pay, processed securely by Mollie, or by bank transfer. For bookings arranged directly through WhatsApp, a Tikkie payment request may be offered instead. A booking is not reserved until any required payment or deposit has been received.

Additional authorised work, materials, parking or time will be invoiced at the agreed rate.

Refunds are made through the original payment method where reasonably possible.

If an amount is overdue, we may suspend future Services. Statutory interest and reasonable collection costs may be charged only after any notice required by law.

13. Consumer right of withdrawal for online and distance contracts

A Consumer who concludes a service agreement online, by telephone or otherwise at a distance normally has 14 days from the day after the agreement is concluded to withdraw without giving a reason.

To exercise this right, the Consumer may use the website withdrawal function, the model form in Appendix B, or send an unambiguous statement to slavichomemaking@gmail.com. We will confirm receipt.

If the Consumer asks us to begin during the 14-day withdrawal period and later withdraws before completion, the Consumer must pay a proportionate amount for the Service already performed.

Once the Service has been fully performed within the withdrawal period, the right of withdrawal ends only where the Consumer expressly requested early performance and acknowledged before performance that the right would be lost after full completion.

This statutory withdrawal right is separate from the appointment cancellation policy below. Business Clients do not have the statutory consumer withdrawal right.

14. Appointment cancellation and rescheduling

The Client may cancel or reschedule by the same practical channel used to book, including the website, email or WhatsApp. Cancellation is effective when received.

Unless the Booking Confirmation states a reasonable project-specific schedule, the following maximum charges may apply:

• More than 48 hours before the scheduled start: no appointment cancellation charge.
• Between 24 and 48 hours before the scheduled start: up to 50% of the booking value.
• Less than 24 hours before the scheduled start, after team dispatch, no-show or failure to provide access: up to 100% of the booking value.

Any charge will be limited to a reasonable amount reflecting work already performed, staff or capacity reserved, non-refundable costs and the loss that could not reasonably be avoided. Savings and successfully rebooked capacity will be taken into account.

Large projects, full-day resets, listing deadlines and multi-person teams may have a longer cancellation window where this is clearly stated before booking. We may waive or reduce a charge at our discretion, but doing so once does not change the policy.

15. Recurring Services

Recurring Services continue at the agreed frequency until paused or cancelled. Unless a fixed initial period is expressly agreed, the Client may cancel the recurring arrangement with 14 calendar days’ notice. In all cases, a Consumer’s notice period will not exceed the maximum permitted by law.

A recurring arrangement can be cancelled through the same method by which it was entered into, including online or by email.

Individual visits remain subject to the appointment cancellation policy.

We may adjust recurring prices, frequency or operational arrangements on at least 30 days’ notice. The Client may cancel before the change takes effect.

16. Changes and additional work

Changes requested before the Service are subject to availability and may change the price, duration or team.

During the Service, we will seek approval before carrying out material additional work where reasonably possible. If the Client is unavailable, we may either stop at the confirmed scope or take a reasonable protective action where necessary to prevent immediate damage.

Instructions given directly to a team member do not change a fixed quotation unless authorised and recorded by Slavic Homemaking.

17. Quality concerns and remedy

The Client should inspect the result as soon as reasonably possible and report a specific quality concern promptly, preferably within 24 hours, with photographs where useful.

We will assess the agreed scope, condition and work performed. Where the Service did not meet the agreement, we may offer a reasonable remedy, which may include a return visit, completion of an omitted task, price adjustment or refund of the affected part.

The Client must give us a reasonable opportunity to inspect and remedy the issue before instructing another provider, unless urgent circumstances make this unreasonable.

This clause does not limit statutory consumer rights.

18. Damage, pre-existing condition and liability

We perform Services with reasonable care. The Client must notify us of alleged damage as soon as reasonably possible, preferably within 48 hours, and preserve relevant photographs or evidence so that we can investigate.

We are not responsible for pre-existing damage, ordinary wear, inherent defects, unstable fittings, defective appliances, colour loss, material weakness, or damage caused by undisclosed special-care requirements, except to the extent that our failure to use reasonable care contributed to the loss.

Where we are legally liable, liability is limited to direct, reasonably foreseeable loss. Any contractual limitation applies only to the extent permitted by law and does not apply to deliberate misconduct, gross negligence, death or personal injury caused by us, or rights that cannot legally be excluded.

For Business Clients, liability is additionally limited, to the extent permitted by law, to the amount paid for the affected Service or the amount paid by our liability insurer for the claim, whichever is higher. We are not liable to a Business Client for indirect loss, loss of profit, loss of rent, missed photography, missed sale, reputational loss or consequential loss unless caused by deliberate misconduct or gross negligence.

We are not responsible for valuables that were not secured as required by clause 7.

19. Confidentiality and discretion in private homes

We treat information observed or received in connection with a home as confidential. Team members may not disclose or publish details of the property, occupants, possessions, routines, guests, documents, security systems or private circumstances except where operationally necessary, legally required or needed to protect a person or property.

We do not use photographs, names, addresses, testimonials or before/after material for marketing without separate permission.

A Business Client requiring a separate non-disclosure agreement should request it before booking.

20. Cameras and monitoring at the Service Address

The Client must inform us in advance of active indoor cameras, doorbell cameras or audio recording that may capture team members, except where disclosure is prohibited by law. Cameras must not record bathrooms, changing areas or other places where a person reasonably expects heightened privacy.

We may refuse work where monitoring is undisclosed, excessive or unlawful.

21. Suspension or refusal of Service

We may suspend, end or refuse a Service for non-payment, unsafe conditions, abusive or discriminatory behaviour, harassment, repeated access failure, unlawful instructions, material misrepresentation, or a serious breakdown of trust.

The Client remains responsible for completed work and reasonable unavoidable costs. Where the issue is not urgent, we will normally explain the reason and, where practical, offer a path to resolution.

22. Force majeure

Neither party is liable for failure or delay caused by circumstances beyond reasonable control, such as severe weather, transport disruption, sudden illness, government measures, utility failure, building closure, fire, flood, war, epidemic or critical equipment failure.

We will communicate as soon as reasonably possible and offer rescheduling or a refund for the unperformed part where appropriate. Consumer rights that cannot legally be excluded remain unaffected.

23. Ending the agreement

A one-off agreement ends when the confirmed Service and payment obligations are complete.

Either party may end an ongoing arrangement in accordance with clause 15. A party may end the agreement immediately for a serious breach where continuation cannot reasonably be required.

Terms concerning payment, confidentiality, data protection, complaints, liability and disputes continue where relevant after termination.

24. Personal data

Personal data is handled in accordance with the Slavic Homemaking Privacy Policy. The Privacy Policy forms part of the information provided before booking but is not intended to reduce any right under these Terms or data-protection law.

25. Communications and evidence

The Client agrees that confirmations, quotations, notices, invoices and changes may be sent electronically to the contact details provided.

Booking records, messages, photographs, time records and payment confirmations may be used as evidence of the agreement and its performance, subject to applicable law.

26. Changes to these Terms

The version accepted at the time of a one-off booking applies to that booking.

For ongoing Services, we may update these Terms for legal, security or operational reasons. Material changes will be notified in advance. A Consumer may end the recurring arrangement before a materially adverse change takes effect.

27. Severability and no waiver

If a provision is invalid or unenforceable, the remaining provisions continue. The invalid provision will be replaced, where possible, by a valid provision that most closely reflects its lawful purpose.

A delay or decision not to enforce a right on one occasion does not waive that right.

28. Applicable law and disputes

Dutch law applies to the agreement, without depriving a Consumer living in another EU country of mandatory protections available under the law of that country.

The parties will first try to resolve a complaint directly and in good faith. If that does not resolve the matter, disputes may be brought before the competent Dutch court, subject to mandatory consumer jurisdiction rules.

29. Contact

Questions about a quotation, booking, cancellation, complaint or these Terms may be sent to:

Appendix B — Model withdrawal form

Complete and send this form only if you wish to withdraw from an eligible distance or online service agreement.