Terms & Conditions
These Terms & Conditions are associated with the website/platform SpicAndSpan.de (i.e. the website/platform that belongs to A&K Ventures OÜ (SPIC AND SPAN. Home and Office Cleaning or SPIC AND SPAN.). SPIC AND SPAN. platform provides an access to professional cleaning services in several European Countries ("Services”). SPIC AND SPAN. operates entirely under A&K Ventures OÜ, full address: Sepapaja 6, 15551 Tallinn, Estonia, Tel: +372 71 22 225, Web: www.ak-ventures.eu. Management Board: Amadeusz Annissimo and Karol Kaczmarek. Registered at Tartu County Court Registration Department, Registry code 14080385 ("A&K Ventures”).
Gratuity is not required and we do not encourage our customers to leave any tips for our cleaning teams. Our internal policy requires everyone to always do his best and deliver the highest-level services no matter what external factors are. Nevertheless, we cannot prevent anyone from showing his or her gratitude for the outstanding job SPIC AND SPAN. has done. In Berlin, a tip of 10 – 15% is the general rule of thumb. As a large % of the cleaning service rate goes to overhead expenses (Transaction, Travelling, Liability, Taxes, Training Costs, etc.) any extra bonuses for our Cleaning Pros to be happy and committed are always a plus!
Health and Safety
Due to health and safety reasons, we are unable to clean up mold, human, pest (flea and rodent infestations, etc.) or pet waste and bodily fluids. We can recommend a company that is equipped to handle these situations. If we come into a home that requires this type of cleaning, we will skip the affected rooms and discount the client accordingly. We do ask to be informed beforehand if this may be an issue. SPIC AND SPAN. Cleaning Teams are required to wear closed toed, non-skid shoes while cleaning. We are not able to provide service for "shoes off” households. To ensure the best quality of service, best rates, and safety of our staff, SPIC AND SPAN. ("Company”) may use only Company supplies and equipment in certain cases.
3 Strike Policy
We understand that life happens. Things come up that you may not be able to plan for. For this reason, we have established a policy that allows for some wiggle room. We require 24 hours' notice to cancel an appointment without any additional fees. There will be a cancellation fee (i.e. the remuneration for the first hour of an ordered cleaning) for the second occurrence. If you do not give us this notification three times in a row, SPIC AND SPAN. service will be suspended for you. This also applies to LOCKOUTS, meaning that we are not able to access your home on the scheduled day.
Schedules are always confirmed via email before initial service is started. Upon confirmation of the booking, you will receive a deposit request via PayPal. The amount covering the first hour of cleaning will be only blocked on your account. Should you cancel your booking no later than 24 hours before the scheduled cleaning time, the deposit will be 100% returned. Please, note that after receiving a payment order a relevant transfer must be executed within 3 working days.
SPIC AND SPAN. accepts most debit and credit cards. Transfers via PayPal possible.
Cleaning service occurs between 5am-12pm on your regularly scheduled day. Given that each home/office that we clean varies in the amount of time it takes to clean, we cannot guarantee an exact arrival/ departure time.
SPIC AND SPAN. makes every effort to consistently schedule a predetermined date and time of an arrival. If for any reason, we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.
SPIC AND SPAN. Cleaning Teams
There will generally be one SPIC AND SPAN. Cleaning Team assigned to your home after the First Time Cleaning. Given how scheduling works, we are unable to guarantee the same Cleaning Pros each visit. SPIC AND SPAN. Cleaning Teams are composed of 1-2 Cleaning Professionals.
Access to Your Home
We will discuss arrangements of how to access your home before your first service. Clients generally provide a copy of the house key for the company which alleviates the need for the clients to remember to leave out a hide-a-key or having to wait around to let us in each visit (which also avoids lockout charges).
The cleaning associate is obliged to wait at your doorstep for 15 minutes (October-March) or 25 minutes (April-September) in the case he or she cannot enter your property at the agreed time (start time). If there is no answer, despite calling and ringing a doorbell, the cleaning associate may leave the premises after waiting for 15 minutes (October-March) or 25 minutes (April-September). In this case, the deposit for the first hour of cleaning will not be refunded. Please note that in this case, you are obliged to pay another deposit to schedule/reschedule a new cleaning appointment.
Payment is due at the time of service unless other arrangements have been made. The pre-payment (the first hour of cleaning) must be executed at least one business day before the ordered cleaning services take place. The payment must be executed no later than 3 business days after receiving a payment order. A payment order is issued after each cleaning. All transactions, payments, payment orders are generated automatically and conducted via PayPal. SPIC AND SPAN. accepts also credit and debit cards as well as traditional bank transfers. In case you cannot proceed with the PayPal transaction service, you should inform SPIC AND SPAN. Customer Support Team beforehand to choose the most suitable payment and booking method for you.
Upon confirmation of the booking, you will receive a deposit request via PayPal (applicable only for new clients). The amount covering the first hour of the ordered cleaning will be only blocked on your account. Should you cancel your booking no later than 24 hours before the scheduled cleaning time, the deposit is 100% refunded.
After the cleaning, once we confirm its duration and your 100% satisfaction, we will issue a payment request via PayPal for the remaining amount of money.
Please, note that after receiving each deposit/payment request from us a relevant transfer must be executed within 3 working days. We accept most debit and credit cards. Bank and PayPal transfers are welcome as well.
Our pricing is fully transparent to eliminate any surprises. We charge per each started working 30 minutes. Whenever you book a cleaning, our team can take care of everything (i.e. dusting, windows or oven cleaning, ironing, etc.). You can always choose what should be done. There are no additional charges for different cleaning activities within certain packages. Extra fees may only apply if we are to provide cleaning equipment/tools/specific solvents. Extra fees apply for a provision of a vacuum, mop, and ladder within “Regelmäßige Reinigung”, “Prima Reinigung” and “Büro Reinigung”. Cleaning professionals can provide basic cleaning solvents for free. If you request a specific cleaning agent (e.g. a spray for an oven, carpet cleaning powder, etc.) we will ask you to reimburse its cost.
The minimum duration of a cleaning is 2 hours. If a team finishes a cleaning earlier, you will be still charged for 2 hours. After 2 hours, you may finish the cleaning whenever you are fully satisfied with the cleaning results.
Cleaning professionals can always provide basic cleaning solvents (free of charge), a vacuum (subject to an extra fee of 10 EUR within Regelmäßige, Prima, and Büro Reinigung), a mop (subject to an extra fee of 10 EUR within Regelmäßige, Prima, and Büro Reinigung), and a ladder (subject to an extra fee of 15 EUR within Regelmäßige, Prima, and Büro Reinigung). Cleaning teams may also provide any specific cleaning solvent such as spray for an oven, carpet cleaning powder, mold remover, etc. (subject to a full cost reimbursement within all cleaning packages).
Getting Ready for the Cleaning
Don't "clean” before we arrive, but do "pick up” as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you. To avoid possible breakage, we will not clean heavily cluttered areas (shelving, countertops, etc.) unless specified differently.
We kindly request that the house/apartment/office is unoccupied during the time of cleaning. This way we can be the most efficient and give the best results possible. We understand this may not always be possible and it would just need to be something to be discussed before setting up service. For instance, if a client has a home office and is on conference calls, we would need to arrange cleaning visits around that since we wouldn't be able to run the vacuum cleaner during that time. Or if there is a little one at home, we would want to arrange cleaning time around nap times, etc.
We love them! But please secure any pet that may be a threat. Also, we do not clean up after sick pets or pet accidents.
100% Satisfaction Guarantee Policy
According to the 100% Satisfaction Guarantee Policy, each client may get a full refund, a partial refund, a compensation or a free correction cleaning session in all justified cases if the client is not satisfied with cleaning results. A relevant complaint must be filed in by the client within 24 hours after the cleaning appointment. In the case of the free correction cleaning session, the free correction cleaning session must be conducted within 3 days after the cleaning.
Our refund policy. If you are not satisfied with the service, simply send us an email (to: firstname.lastname@example.org) within 24 hours after the cleaning, include some photos and give a brief reasoning. We will always work to make it up to you. Our goal has always been to create a happy, thriving community. If you are not thrilled or at least satisfied with the service, then we have no interest in forcing you to stay an unhappy customer. We reserve the right to decline any complaints which are not filed within 24 hours after the cleaning or we find totally unjustified.
It's bound to happen sometimes. We do our best to prevent it and effective communication is very important. Sometimes breakage occurs when there are "booby traps”. Those are accidents waiting to happen. We are often handling things that aren't normally touched (pictures not hung securely (e.g. with thumb tacks), top-heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for "booby traps”. Please remove unstable breakables to a place we do not clean (e.g. we do not clean inside curios, china cabinets or clear wet bar shelves). We do not take any responsibility for breakage items. Each incidence should be resolved directly with a cleaning professional. We cannot interfere when such situation occurs.
SPIC AND SPAN. requirements for email communication and marketing.
By completing your details in contact/order form available on SPIC AND SPAN. website (www.spicandspan.de) or contact us (via email, phone) with regards to the offered cleaning services, you are agreeing to receive communications from us. We may also send you all the very latest updates, including new services, products to improve your cleaning experience, fantastic deals on cleaning agents/equipment shopping and helpful news/tips on cleaning in its broadest sense.If you do not want to receive messages/information/newsletters from SPIC AND SPAN. any more, please send us an email (email@example.com) with a relevant request. We recommend you not to simply flag messages from our mailing lists as spam just because you do not want to see them in your inbox anymore. Instead, the best solution is to properly inform us so we can unsubscribe your email address within 24 hours after receiving your request. That way, you will really put a permanent end to the unwanted mail.
SPIC AND SPAN. takes responsibility for its employees and their actions. Our policies are designed to help minimize risks. SPIC AND SPAN. will review any unresolved incident to ensure the fairest resolution possible. You are our valued customer and we wish to resolve each incident to your satisfaction.
Please do not hesitate to give us a call if you need any further clarification on any of our policies (direct line to our SPIC AND SPAN. Customer Support Team is +49 30 588 494 40). We clean all homes/offices with as much care and respect as possible. When we fail, we seek your communication on the matter. We never want an issue to go unresolved.
Should any cases or regulations not be described above A&K Ventures General Terms & Conditions apply.
The SPIC AND SPAN. and A&K Ventures business continuity plans are subject to change at any time, in SPIC AND SPAN. and A&K Ventures sole discretions.