In short: What the key words in this contract mean.

In this Agreement: "Company": Elizabet M Company, KvK 86396862, VAT no. NL004239364B68; "Customer": the consumer signing this Agreement; "Job": the one-time cleaning service chosen on the signing page (deep cleaning, move in/out, express or party cleaning), as described in Annex A; "Service Address": the address where the Job is performed; "Service & materials": the fixed amount per Job for professional products, transport and the manager check before and after the work; "Quality Standard": the Elizabet M Cleaning Quality Standard (Annex B); "Baseline Record" and "After-photos": the photos the team takes at the start and end of the Job (Annex B); "In writing": by email to info@elizabetmcleaning.nl, unless stated otherwise.

In short: We deliver exactly the service shown on your signing page; the checklist is in Annex A.

The Company performs the Job chosen on the signing page according to its checklist in Annex A. What is not included per service is also stated in Annex A. Additional work beyond that scope is performed only by separate written agreement and at the hourly rate. The Job is a one-time service; it creates no subscription or continuing obligation.

In short: You prepay online: service & materials + the hours, including VAT. Extra time on site is always agreed with you first.

The price is the fixed service & materials amount plus the number of hours times the hourly rate, as shown on the signing page; for consumers all amounts include 9% VAT. The Customer prepays the total online (card via Stripe or iDEAL); the Job is scheduled only after payment completes. The number of hours is estimated in advance from the size and condition the Customer states, with a minimum as shown on the signing page. If more time proves necessary on site, the extreme-situations & re-pricing article applies; extra hours are performed only after the Customer agrees, at €81.75 per hour incl. VAT. For business customers the 21% VAT rate applies, as shown at checkout. For after-construction / handover cleaning and other specialist work the applicable VAT rate (9% or 21%) is confirmed at booking; such work requires the site to be finished and safe and may be quoted separately. If the applicable VAT rate or a government levy changes, that is passed into the price one-to-one from its statutory effective date. If a payment is disputed (chargeback), the signed contract, the NFC record and the After-photos may be presented as evidence of delivery. If an invoice is not paid on time — an automated process. Payment is due within 14 days of the invoice date. If it has not reached us by then, our billing system takes over, and it does so automatically and on fixed intervals — nobody decides to pursue you personally, and the same steps run for every customer in the same order:

• Day 1 after the due date — an automatic reminder by email. No costs.
• Day 8 — a second reminder. Still no costs.
• Day 15 — the statutory notice of default (the fourteen-day letter, art. 6:96 BW). It gives you fourteen days from the day after you receive it to pay, and states in figures exactly what the collection costs will be if you do not.
• After that period — the file transfers automatically to our collection agency.

In short: You have 14 days to change your mind. Want it sooner — sometimes the same day? Tick the box: we may start immediately, and once the job is finished the cooling-off period is over.

Because this Agreement is concluded online, the Customer has a statutory 14-day right of withdrawal (art. 6:230o BW). Because a one-time clean is often wanted quickly, this right is managed as follows. (a) By default: if the Customer does not ask to start earlier, the Job is performed on or after the fifteenth day, and the Customer may withdraw freely until then. (b) Starting earlier — the box on the signing page: if the Customer wants it sooner (for example the same day), the Customer expressly requests performance within the cooling-off period AND acknowledges that the right of withdrawal ends once the Job is fully performed (art. 6:230p sub d BW). This is why the express or urgent option requires ticking that box. (c) If the Customer withdraws after work has begun but before completion, the Customer pays a proportionate amount for the work and preparation already carried out, at the agreed rate (art. 6:230s BW); this is only due if the Company gave the required pre-contract information and the Customer made the express request (CJEU C-97/22). (d) Once the Job is fully performed under (b), the right of withdrawal has ended and no refund is due for the completed service. (e) Withdrawal is made by an unequivocal statement (email or the model form in Annex C) within 14 days.

In short: Date by agreement. Free reschedule up to 48 hours before the start; later, or no access, and the service & materials amount plus time already spent remain due. Your 14-day right always stays.

The date and time window are set by agreement; depending on availability the Company may decline an express or urgent request or propose another time. The Customer may reschedule the Job free of charge up to 48 hours before the agreed start time. Rescheduling or cancelling within that window, or not being able to enter the Service Address at the agreed time, or the absence of water or electricity, counts as a late change: the service & materials amount (which covers the reserved team time and the trip) remains due and any work already done is charged proportionately; a new date is agreed. This article does not affect the statutory right of withdrawal (see the withdrawal article): within the cooling-off period and without an express start request, the Customer may withdraw free of charge. Date-critical Jobs (express and party): for these Jobs team time is specially reserved and cannot be re-deployed at short notice. Rescheduling or cancelling later than 24 hours before the start time means that, in addition to service & materials, a reasonable compensation for the reserved capacity remains due, up to at most the value of the Job, without prejudice to the Customer's statutory rights. Rescheduling by the Company: the Company may, for operational reasons (e.g. illness, vehicle breakdown or a previous job overrunning), propose a new date with as much notice as possible; the Customer is then entitled to that new date or to a refund of the prepaid amount for the part not performed, with no further compensation. After the manager inspection: once the inspection at the Service Address has taken place, cancellation is governed by the manager-inspection article (50% of the amount paid is refunded).

In short: We agree a time window and keep you posted on WhatsApp; traffic can shift arrival up to 30 minutes. Please make sure we can get in at the agreed time.

The Company arrives within a pre-communicated time window of 60 minutes. Due to unforeseen circumstances (traffic, a previous job running over, weather) arrival may be up to 30 minutes later; the Company notifies this in advance by WhatsApp where possible. Such a deviation is not a breach. The Customer ensures the team can get in at the agreed time (present, or via a pre-agreed key or code). If the Service Address is in a paid or permit parking zone, the Customer arranges parking or the actual parking costs are passed on.

In short: Before the cleaning our manager inspects the home and sets the final time. They explain what fits your booked hours and what is extra; you choose. You then prepay online in your account. Cancel after the inspection and 50% is refunded.

Before the Job is performed, a manager of the Company visits the Service Address for an inspection (part of the manager check the service & materials amount pays for). During this inspection the manager assesses the real size and condition of the home and sets the final time: the number of hours actually needed to complete the chosen Job in full according to Annex A. On the spot, the manager explains what can be done within the hours the Customer booked — in professional priority order — and which work falls outside them and is therefore extra. The choice is the Customer's. After the inspection the Customer chooses between: (a) the booked hours — the team works those hours in priority order; whatever the manager identified in advance as not achievable within that time is outside the Job and is not a shortcoming — or (b) the final time as set by the manager — the full Annex A checklist is completed and the extra hours are added at €81.75 per hour incl. VAT. Three forms in your account. The inspection is recorded in the Customer's account at elizabetmcleaning.nl as three forms: (1) the booking form exactly as the Customer filled it in; (2) the manager's form stating what the booked hours will produce — as a task list with times, including how many cleaners will come and the photographs taken at the inspection; and (3) the final-time form, likewise with hours and team size. The Customer chooses between form (2) and form (3) in the account and signs that choice electronically by typing their full name — in the same manner and with the same legal effect as the signing of this Agreement (see the final-provisions & signing article); name and timestamp are recorded. The chosen form determines the scope, the duration and the team size of the Job. Paying before the cleaning, online in your account. If the Customer chooses the final time, the extra hours are prepaid online through the Customer's account at elizabetmcleaning.nl (the same secure payment methods as at booking). The cleaning starts only after this payment completes; the price & prepayment article applies accordingly. Cancelling after the inspection: 50% refunded. The inspection is scheduled and performed specifically for the Customer, and from that moment the team time for the Job is reserved as well. If the Customer cancels the Job after the manager inspection has taken place, 50% of the amount paid is refunded; the remaining 50% covers the inspection performed, the planning and the reserved capacity. This is the same simple 50% rule that applies where the team has to stop work because the areas are not kept free of people (see the health, safety & respect article). This article does not affect the statutory right of withdrawal: within the cooling-off period and without an express start request the Customer withdraws free of charge (see the withdrawal article), and mandatory consumer rights always prevail.

In short: Your hours are our working time. We work in a smart order — the most important first — so that is always done.

The prepaid hours are working time. The team works through the Annex A checklist within that time in professional priority order (the most important first). If the state or size of the home requires more time than estimated, the extreme-situations & re-pricing article applies; not reaching remaining items within the paid time is not a breach where the Customer has not approved extra hours. The team cleans clear, reachable surfaces and areas; areas or surfaces that are locked, blocked or unsafe are skipped without a price reduction. Tidying or moving personal belongings is not part of the Job; if the team does so at the Customer's request, it uses the paid hours.

In short: Your price is based on what you tell us. If it is much worse or larger on site, we call you first — extra hours, or we do what the paid time allows.

The price is based on the size and condition the Customer states. If the team finds the Service Address materially different (much larger or dirtier than stated, heavy grease, building debris, water damage, biological contamination, pests or a hoarding situation), the team contacts the Customer before continuing and the Customer chooses: (a) extra hours at €81.75 per hour incl. VAT, (b) doing what the paid hours allow in priority order, or (c) where health or safety is at risk or the work is outside our service: stopping and quoting separately. The service & materials amount and the time already spent remain due in all cases. Without approval of extra hours, the Company is not obliged to achieve the full result within the paid time. Approved extra hours are paid immediately, before the team continues, via the same online method; if payment is not made the team may stop work and the Job counts as delivered for the hours already performed.

In short: A manager checks the work before and after. The moment they approve it and the team leaves, the job is delivered and accepted — so please walk through it before we go. For move-out we deliver to our quality level; we do not guarantee a specific landlord or agency will pass it, unless agreed in advance.

Your price comes from the online form you filled in yourself — size, condition, rooms, what you want done. That form is an estimate built from your own answers, and a manager checks it against the real home before the team starts. That check is part of what the service & materials amount pays for, and it does four things:

• Confirms the Job you booked. Your online booking defines what is done — work that was not booked is not part of the Job, and the visit is not the moment to add to it. Your part on the day is short, and it is only this: show the areas, and point out anything fragile, delicate or needing particular care (natural stone, marble, oiled wood, brass, antiques, loose fittings). Everything else is already in your booking. The manager is your only point of contact — before, during and after the Job. Please do not direct requests, corrections or extra work to the cleaners themselves: the team works to a fixed plan and is not authorised to change it, agree additional work or reorder priorities. This is not distance for its own sake. It keeps your price and your hours exactly as agreed, and it protects the team from being asked, in their own working time, for things nobody has priced.
• Checks your form against the property. People underestimate their own homes in good faith — a box unticked, a condition rated a level lower, a room forgotten. The manager finds that before the team starts, not after.
• Recommends extra time where the form was off. If the home needs more than your answers produced, the manager tells you before any work begins and recommends the hours it really needs. The decision is entirely yours. If you decline, the team works your booked hours in professional priority order — and items not reached within that time are outside the Job and are not a shortcoming on our side.
• Records the finish. When the work is done the manager records the result and takes the After-photos (Annex B). Where something small can be put right on the spot, the manager may have it corrected — that is at the Company's discretion and is not an obligation.

In short: "Clean" is objectively defined; the after-photos are the agreed evidence.

The work is delivered to the Elizabet M Cleaning Quality Standard at Level 2 — professional standard (≥ 85%) (Annex B). The team checks in on site via NFC, makes a Baseline Record at the start and at least four After-photos at the end (on site, time- and GPS-stamped). The parties agree that the NFC record and the After-photos constitute the evidence that, and to what level, the Job was performed. Photos are reviewed by the AI system (Spotless) and a manager.

In short: Walk through the result before the team leaves — anything you point out then, we fix on the spot. Once our manager has approved and the team has gone, the job counts as accepted. Damage is separate: report it the same day.

The Company works with a manager check before and after every Job: the work is briefed beforehand and, when finished, inspected on site and recorded photographically (Annex B). The Customer therefore raises any comment on the cleaning result before the team leaves the Service Address, so it is put right there and then. Once the manager has approved the work and the team has left, the Job is accepted (see the completion & acceptance article) and there is no further entitlement to a free correction, refund, set-off or price reduction in respect of the cleaning result. The reason is that after departure the Service Address is taken back into use and its condition changes: photographs taken afterwards say nothing about the condition at handover. Between the parties, the manager's check and the After-photos taken at that moment are the agreed evidence. This article does not affect the damage & liability article — damage is reported the same day under that article — and never limits the Customer's mandatory statutory rights.

In short: We do this job unattended: you are not present while we work — it is safer and the team works far better. Give us a key or code; we store it coded and anonymous.

The Job is performed unattended: given the nature of the work (wet floors, machines and cleaning products), the Customer is not present in the areas being worked on during performance. The Customer authorises the Company to enter and clean the home unattended and warrants being entitled to grant that access. If the Customer cannot provide unattended access, the Job is rescheduled by agreement. Keys or codes are stored coded (never together with an address or name), are accessible only to the assigned team, are used solely for the Job, and are returned right after the job. If a key is lost, liability is limited to the reasonable cost of replacing the lock concerned. Before the Job the Customer secures cash, jewellery and valuable, fragile or confidential items; the Company is not liable for items left unsecured. Pets, alarm procedures and particular risks are disclosed in advance.

In short: We bring our own professional products and equipment — included, you supply nothing. Your own products are allowed but at your risk and with no discount; special products or machines are charged separately. You provide water and electricity.

The Company provides all professional products and equipment and applies the cloth-separation hygiene method against cross-contamination: no cloth that has touched a toilet ever touches a kitchen surface. How that separation is achieved depends on the team. A single cleaner working through a whole home uses the colour system — red for the toilet, yellow for the bathroom, green for the kitchen, blue for general — because one person moves between every zone. Where two or more cleaners attend, each works a different part of the home, so the cloths never travel between zones at all and separation is physical rather than colour-coded. Either way the rule is the same, and cloths are not carried from a dirty zone into a clean one. Indoor footwear. Our cleaners wear non-slip indoor shoes, brought to your home in a clean bag and worn only inside. This is mandatory for safety: floors are wet during cleaning, and outdoor soles both slip on them and bring the street into your home. It is protective equipment, not casual footwear. The price includes our professional products and equipment; the Customer supplies nothing. If the Customer wants the Company to use the Customer's own products or equipment (e.g. for delicate surfaces), this is at the Customer's risk as to the result on those surfaces and does not reduce the price. If a Job requires special products or equipment beyond our standard kit (for example a specialist machine or treatment), this is agreed in advance and charged separately. The Customer provides water and electricity free of charge and discloses delicate or special surfaces (natural stone, marble, oiled finishes, brass, etc.) in advance.

In short: Our team works safely and with respect — and is entitled to the same.

The Customer ensures a safe and healthy working environment. The team performs no unsafe tasks, does not work higher than a household step, does not move heavy furniture and does not handle biologically hazardous situations; such work is quoted separately. Mould and walls are excluded. The team does not treat mould and does not wash walls or ceilings. Mould is not a cleaning problem — wiping it removes the stain and leaves the cause. It grows from damp, a leak or inadequate ventilation, it returns within weeks, and disturbing it releases spores into the air of a home we are supposed to be making healthier. It needs assessment and specialist treatment, and often a building repair rather than a cleaner. Send us photographs and we will quote it separately or tell you honestly that it needs a specialist instead of us. Walls and ceilings are likewise outside the service: paint, wallpaper and plaster react badly to water and cleaning agents, and the difference between cleaning a wall and stripping it is a few seconds of pressure. Marks on walls are decorating work, not cleaning. Light switches, door frames, handles and skirting are cleaned as normal — those are touchpoints, and they are in your checklist. Nobody in the areas being cleaned. You are welcome to be at home, in a room the team is not working in — but the areas being cleaned must be free of people while the work is done there. Floors are wet, machines are running and cleaning agents are in use; it is unsafe, and a team cannot work to standard around someone standing in the room. If the areas are not kept free, the Company is entitled to stop the work at that point. Where it does, 50% of the amount paid is refunded — regardless of how much of the time had already been worked. That is a deliberately simple rule, and in most cases a more generous one than charging for the time actually spent. In the event of aggression, intimidation or discrimination towards a team member, the team may end the Job; the Job then remains payable.

In short: If something ever breaks, tell us the same day with a photo. We are fully insured and we sort it out fairly.

The Company carries business liability insurance. Damage must be reported the same day as the Job in writing by email, with photos — the same channel and deadline as for complaints. Same-day reporting lets the Company check the report against the Baseline Record and the After-photos; a later report loses that verification, and if the Customer does not report within a reasonable time (art. 6:89 BW) the claim may lapse. The Company (or its insurer) is first given the opportunity to inspect the damage. Small damage up to €100 may be compensated directly. Liability per event is limited to what the insurer pays out; only for uninsured events to the price of the Job, with a maximum of €200. Excluded are: normal wear; defects visible in or existing at the Baseline Record; valuables left unsecured; delicate surfaces not disclosed in advance; improperly fixed or already-damaged items; and indirect or consequential loss. Nothing excludes liability for intent or deliberate recklessness, or for death or personal injury.

In short: Your data and home photos are used only to deliver and prove the service — never sold.

The Company is the data controller and processes name, address, contact details and the photos (Baseline Record and After-photos, interior only) solely to deliver the service, prove quality and invoice. Legal bases: for name, address, contact and invoicing, performance of the contract (art. 6(1)(b) GDPR); for the photos, the legitimate interest in evidencing delivery and quality (art. 6(1)(f) GDPR), with a documented balancing test. Photos contain no people and no identifiable valuables, are stored securely, never sold or made public, and retained for 24 months. The Customer may object in writing to photography per room; for such room(s) the photo-based complaint and evidence mechanism lapses. The Customer has the rights of access, rectification, erasure and objection; details in the privacy statement at elizabetmcleaning.nl.

In short: If force majeure stops us reaching a date-critical job (party, move), we reschedule or refund the prepaid amount.

In the event of force majeure (staff illness without timely cover, extreme weather, strikes, utility failures, government measures), obligations are suspended and the Job is rescheduled as soon as possible at no cost. For a date-critical Job (party or move cleaning), if performance on the agreed date is impossible due to force majeure, the Customer may choose between a new date or a refund of the prepaid amount for the part not performed. Force majeure gives no right to further damages.

In short: We may use vetted colleagues or subcontractors; you do not hire our people directly.

The Company may use vetted employees and subcontractors, bound by the same Quality Standard, confidentiality and instructions, and remains responsible to the Customer. The team maintains strict confidentiality about the home and anything observed there. During the Job and for twelve (12) months afterwards, the Customer shall not directly employ, or engage outside the Company, any employee or subcontractor assigned to the Service Address for cleaning work; on breach a reasonable compensation of €2,500 is due, without prejudice to the right to claim actual loss.

In short: Bring us customers with your personal link and earn credit: €15 per one-time booking, €50 when someone stays three months on a plan.

The Customer earns a credit in euros for every new customer who books and pays through their personal referral link: €15 per completed and paid one-time Job, and €50 once a referred customer completes three full months on a plan. The credit is set off against a future booking by the Customer, is non-transferable and not paid in cash, and is granted only if both parties have paid at that time. The current referral rewards are stated on the Company's website and in its general terms, and may be changed for the future.

In short: First we try to resolve it together; otherwise the courts. Dutch law applies; the Dutch text prevails.

The parties first try to resolve disputes together via the complaints procedure. Failing that, the competent Dutch court has jurisdiction. This Agreement is governed by Dutch law. It is drawn up in Dutch with an English translation; in case of divergence the Dutch text prevails. Ambiguities are not interpreted to the consumer's detriment (art. 6:238(2) BW).

In short: This document and our Terms of Service together are the whole agreement, and this document wins if they conflict; signing online with your name + payment is legally valid.

This Agreement with Annexes A–C, together with the Company's Terms of Service published at elizabetmcleaning.nl/terms/ — which are incorporated into this Agreement by reference and which the Customer was able to read before or at signing — is the entire agreement and replaces earlier arrangements. Where this Agreement and those Terms conflict, this Agreement prevails. If a provision is invalid, the rest remains in force. Signing is done electronically by the Customer typing their full name on the contract page; name, timestamp, contract version, reference and payment confirmation are recorded. This electronic signature is valid provided the method is sufficiently reliable (art. 3:15a BW / eIDAS Regulation 910/2014). The Agreement takes effect once the online payment completes; the Company then sends a confirmation with a copy of this contract by email.