General terms and conditions

These general terms and conditions apply to all cleaning and maintenance services (indoor, outdoor, windows, roofs, solar panels and gardens) carried out by [to be completed : company] (hereinafter “CleanExpress”) for private customers (consumers) and business customers. Any special conditions set out in the quote take precedence over these terms.

Each service is subject to a free, no-obligation quote, prepared on the basis of the information provided by the customer. Unless otherwise stated, the quote is valid for 30 days.

The contract is concluded when the customer accepts the quote in writing (signature, email or message). If the condition of the premises or the area to be cleaned differs significantly from the description provided, CleanExpress informs the customer and proposes an adjusted quote before carrying out any additional work.

Prices are stated in euros. For consumers, they include all taxes, including Luxembourg VAT at the applicable rate. For business customers, they are stated excluding VAT, with VAT added at the applicable rate.

An invoice is issued after each service or, for regular maintenance contracts, periodically as agreed. It is payable by bank transfer within 14 days of its date of issue.

In the event of late payment, late-payment interest at the statutory rate may be charged after formal notice. For business customers, the provisions of the amended law of 18 April 2004 on payment deadlines and late-payment interest apply.

The customer may cancel or reschedule an appointment free of charge up to 48 hours before the agreed date. If an appointment is cancelled less than 48 hours in advance, or if access to the premises is not possible at the agreed time, CleanExpress may charge up to 50 % of the price agreed for that appointment.

This clause does not limit the consumer’s right of withdrawal described below.

Where the contract is concluded at a distance (phone, email, form) or off-premises (for example at your home), the consumer has 14 days from the conclusion of the contract to withdraw from it, without giving any reason and at no cost.

To exercise this right, the consumer informs CleanExpress of their decision by means of an unequivocal statement, for example by email to info@cleanexpress.lu or by post to 45, Grand-Rue, L-4575 Differdange, Luxembourg. The consumer may use the model form below, but is not required to do so.

In the event of withdrawal, CleanExpress refunds all payments received no later than 14 days after being informed of the decision, using the same means of payment.

If the consumer expressly requests that the service begin during the withdrawal period, they pay an amount proportionate to what has been provided up to the time of withdrawal. The right of withdrawal can no longer be exercised once the service has been fully performed at the express request of the consumer, who has acknowledged that they lose this right once the contract has been fully performed.

The customer ensures access to the premises on the agreed date and at the agreed time, as well as access to the water and electricity needed for the service. The customer points out in advance any fragile or valuable items, sensitive surfaces or materials requiring special treatment, and puts valuables in a safe place.

CleanExpress performs the services with care, in accordance with good professional practice, giving preference to environmentally friendly products. Outdoor work (façades, terraces, roofs, solar panels, gardens) may be postponed in the event of unfavourable weather conditions at no cost to either party; a new date is then agreed with the customer.

If the customer is not satisfied with a service, they are asked to notify us within 48 hours of the appointment, with photos if possible, by email or phone. If the complaint is justified, we return free of charge to redo the areas concerned. This procedure does not limit consumers’ statutory rights.

CleanExpress is liable for damage caused through its fault while performing the services, under the conditions provided for by law. It is not liable for wear and tear, defects or pre-existing damage, nor for damage resulting from inaccurate or incomplete information provided by the customer about the surfaces or materials.

The customer’s data is processed in accordance with our privacy policy.

In the event of a dispute, the consumer may contact the Service national du Médiateur de la consommation (National Consumer Mediation Service), 6, rue du Palais de Justice, L-1841 Luxembourg – www.mediateurconsommation.lu, free of charge, after first attempting to resolve the dispute directly with us.

The contract is governed by Luxembourg law. The courts of the Grand Duchy of Luxembourg have jurisdiction. For consumers, this choice does not deprive them of the protection afforded to them by the mandatory provisions of the law of their country of habitual residence.

To [to be completed : company], 45, Grand-Rue, L-4575 Differdange, Luxembourg, info@cleanexpress.lu:
I hereby give notice that I withdraw from my contract for the provision of the following service:
Ordered on: …………
Name of consumer: …………
Address of consumer: …………
Signature of consumer (only if this form is notified on paper): …………
Date: …………