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; "Visit": one cleaning session at the Service Address; "Plan": the recurring cleaning service described in the Plan article; "Standard rate": €65 per hour incl. 9% VAT — the Company's published rate for one-time cleaning; "Committed rate": the reduced hourly rate that applies in consideration of a fixed six- or twelve-month commitment; "Flexible rate": €55 per hour incl. 9% VAT — the rate of the no-commitment Flexible plan, its first visit included; "Quality Standard": the Elizabet M Cleaning Quality Standard (Annex B); "After-photos": the photos the team takes at the end of each Visit (Annex B); "Baseline Record": the photo record of the home made at the first Visit (see the Baseline-record article); "In writing": by email to info@elizabetmcleaning.nl, unless stated otherwise.

In short: What the Gold plan does and does not include.

The Company provides maintenance cleaning under the Gold plan as described in Annex A. Not included are, among other things: mould removal, balcony/garden/garage work, post-construction or end-of-tenancy cleaning, and pest or biologically contaminated situations. Additional work is performed only after a separate written quotation.

In short: Your Flexible clean, Gold scope: weekly (3 hours as standard) or every two weeks (4 hours), on a fixed day, between 08:00 and 20:00.

Every Flexible plan begins with a deep clean at the first visit, to bring the home up to standard. This first visit is also charged at the Flexible rate of €55 per hour incl. VAT, not at the Standard rate of €65 per hour incl. VAT that a one-time deep clean costs; regular Flexible maintenance visits at the same rate begin after it. Cleaning takes place weekly or every two weeks, as the Customer chooses when signing, on a fixed day agreed with the Customer, with 3 hours per Visit as standard for a weekly plan and 4 hours per Visit for a plan every two weeks. The Customer may agree a shorter Visit, from 2 hours (weekly) or 3 hours (every two weeks); a shorter Visit is charged at the short-visit rate of €61.00 per hour incl. VAT, because the fixed costs of a Visit do not fall with its length. Visits take place between 08:00 and 20:00; the Company communicates an arrival window in advance. Where possible the same vetted team is assigned. If the Service Address is in a paid-parking or permit zone, the Customer arranges parking or a visitor permit, or actual parking costs are passed on.

In short: We agree a time window and keep you posted on WhatsApp; traffic can shift arrival up to 30 minutes. With a key or code you never have to wait in for us.

The Company arrives within a pre-communicated time window of 60 minutes. Due to unforeseen circumstances (traffic, a previous visit running over, weather) arrival may be up to 30 minutes after that window; the Company notifies this in advance by WhatsApp where possible. Such a deviation is not a breach and gives no right to a discount, set-off or suspension; the agreed hours are still delivered in full, if necessary directly afterwards or at a time to be agreed. If the Customer — or a key — is not available to let the team in, the waiting time (up to at most the minimum visit time) counts as visit time and is charged. Handing over a key or access code (see the unattended-access article) largely removes this risk.

In short: We estimate the hours your home needs and set them on your page (bigger or busier homes need more than the minimum). Fewer hours = fewer tasks; more hours = more of the checklist — always worked in a smart order, bathroom and kitchen first.

The Company sets an initial estimate of the hours your home needs — from its size, layout and condition — and, after the first deep clean, confirms your maintenance hours and checklist together with you over the first two to three maintenance visits, after which they are fixed on your plan. A larger or more demanding home needs more than the plan minimum. Your agreed hours and the plan minimum are on your signed page, and a Visit is never shorter than the minimum. The agreed hours per Visit are working time. The Annex A checklist is worked through within that time in professional priority order (bathroom and kitchen first). If the state or size of the home structurally requires more than the booked hours, the Company will recommend an extension in writing at €65 per hour incl. VAT; without an extension, not reaching remaining checklist items within the booked time does not constitute a breach. The team cleans clear, reachable surfaces and areas; areas that are locked, blocked or unsafe are skipped without a price reduction, and tidying or moving the Customer's belongings is not part of the service (if done on request, it uses the booked time). Any extra hours the Customer approves are added to the next invoice and collected via the Customer's existing mandate. The Annex A checklist assumes your assessed hours. If the Customer reduces their hours (down to the plan minimum), fewer tasks are completed each Visit: the Company states in advance which tasks no longer fit and works the rest in priority order or on a rotation; this reduced scope is agreed and is not a shortfall. Increasing the hours brings back the fuller checklist.

In short: You have 14 days to change your mind, no questions asked. Want us to start sooner? Just say so — you then only pay for visits already done.

Because this Agreement is concluded at a distance (online), the Customer has a statutory right of withdrawal of 14 days after signing (art. 6:230o BW). This right is mandatory and cannot be excluded; the Company manages it as follows. (a) By default, no Visit inside the cooling-off period. Unless the Customer expressly requests otherwise, the first Visit is scheduled on or after the fifteenth day, so a withdrawal within the cooling-off period involves no performed work and nothing to compensate. (b) Earlier start only on an express written request. If the Customer nonetheless wants a Visit within the 14 days, the Customer must expressly request it and thereby acknowledges (art. 6:230s BW) that, on withdrawal, a proportionate amount for every Visit already performed remains payable, calculated at the agreed rate. This proportionate amount is only due if the Company gave the Customer the required pre-contract information and the Customer made this express request; if either is missing, nothing is owed (CJEU C-97/22). (c) Any refund on withdrawal concerns only services not yet delivered; the reservation is refunded only if no Visit has taken place. The member discount on the first deep clean and the loyalty benefits are not granted for a withdrawn Agreement. (d) Withdrawal is made by an unequivocal statement (email or the model form in Annex C) within 14 days.

In short: Your rate includes 9% VAT — invoiced per visit, payable within 14 days.

The hourly rate is €55 per hour, including 9% VAT (the net rate ex VAT and the VAT are shown separately on every invoice). Visits are invoiced per Visit: at the hourly rate above from 3 hours, and at €61.00 per hour incl. VAT for a shorter Visit (from 2 hours). On signing, the Customer pays the one-time registration of €25 online — the manager’s visit, the checklist for the home and the fixed visit slot — which reserves the Plan and brings this Agreement into effect. The registration is refunded in full if Elizabet M cannot offer a visit slot within 14 days; if the Customer cancels the visit or does not respond to the proposals, the registration lapses and the amount remains a 90-day credit toward a plan or a one-off clean; after the visit it is not refunded. Payment is made via the offered methods (card via Stripe, iDEAL, or SEPA direct debit under a signed mandate) within 14 days of the invoice date. On late payment, after a free reminder giving 14 days (the statutory "fourteen-day letter"), statutory interest (art. 6:119 BW) and the statutory extrajudicial collection costs are due (art. 6:96 BW and the Collection Costs Decree; minimum €40). That sequence is automated. Reminders and the fourteen-day letter are sent by our billing system on fixed intervals — nobody decides to pursue you personally, and the same steps run for every customer in the same order. If the fourteen-day period passes without payment, the file transfers automatically to our collection agency and the collection costs above become payable by the Customer. Every step before that transfer is free, and one email telling us you need more time is almost always enough to arrange something: the process is automated so that late payment is handled identically for everyone, not so that it happens quickly. If the applicable VAT rate or another government levy changes, that change is passed on in the price one-to-one from its statutory effective date. If a price increase — other than the annual adjustment under the price-adjustment article — takes effect within three months of concluding this Agreement, the Customer may dissolve the Agreement (art. 6:236 sub i BW). The Customer agrees that the signed contract, NFC records and After-photos may be presented to the payment provider as evidence of delivery if a payment is disputed (chargeback).

In short: You pay the Flexible rate of €55 per hour, first visit included — a minimum of three visits, then cancel monthly.

The hourly rate of this plan is the Flexible rate of €55 per hour incl. 9% VAT. The first visit (the initial deep clean) is also charged at this rate, instead of the Standard rate of €65 per hour incl. VAT. There is no commitment period: the Customer may cancel the plan at any time with a notice period of no more than one month (see the term & cancellation article). As a plan member the Customer does not pay the €76.30 per-Visit charge for service & materials that one-time bookings carry, and keeps their fixed time slot. On signing, the Customer pays the one-time reservation of €25 online. Billing takes place in advance, per Visit or per month, via the mandate the Customer has given (card via Stripe or continuous SEPA direct debit). The Customer may switch to a Committed plan (six or twelve months) at any time and obtain the lower Committed rate. Referral: the Customer earns a credit in euros for every new customer who signs up through their personal referral link; the credit is set off against a future invoice, is non-transferable and not paid in cash, and is granted once the referred customer completes three full months on a plan or the one-time job is carried out and paid in full.

In short: Once a year the price follows the wage increase of the Dutch cleaning-sector CAO.

The Company may adjust the Flexible rate once per year in line with the wage increases under the Dutch Cleaning & Window-Cleaning Industry CAO and demonstrable reasonable cost increases, with written notice at least one month before the new rate takes effect. If the Customer does not agree, the Customer may cancel the plan before the new rate takes effect.

In short: No fixed term: a minimum of three visits, then cancel any month; no discount recovery.

The Flexible plan has no fixed term and no six- or twelve-month commitment period. It does include a minimum of three Visits: the deep clean at the first visit and the two Visits after it. The minimum exists because the first visit is a full deep clean charged at the Flexible rate rather than the Standard rate. The Customer may cancel at any time (see the term & cancellation article); the plan then ends no earlier than after the third Visit. The minimum does not apply on withdrawal within the statutory 14-day cooling-off period, nor on the Customer's death or a move outside the service area. Because no discount or commitment benefit has been granted conditionally, no discount recovery is due on cancellation. Visits already performed remain payable at the Flexible rate. If the Customer wants a lower rate, they may switch to a Committed plan of six or twelve months.

In short: The Flexible plan runs until you cancel: any month by email, after a minimum of three visits.

The Flexible plan is entered into for an indefinite period and starts on the day of the first Visit. The Customer may cancel in writing by email at any time with a notice period of no more than one month (art. 6:236 sub j BW); the plan ends no earlier than after the third Visit (see the three-visit minimum article). Switching: the Customer may switch free of charge between weekly and every two weeks, from the next calendar month with one month's notice. The Flexible plan always includes the Gold scope (Annex A). The Customer may switch to a Committed plan of six or twelve months at any time to obtain the lower Committed rate. The Company confirms every cancellation in writing; if no confirmation is received within five business days the Customer must make contact. On the Customer's death or a move outside the service area (on proof), the plan ends without further cost.

In short: A visit can be moved to another date with at least 21 days’ notice; visits cannot be skipped or paused. Late, no access, or no water/electricity = minimum visit time payable.

The Customer may move an individual Visit to another date free of charge with at least 21 days' notice. A Visit is reserved team time and cannot be skipped, cancelled or paused — only rescheduled. If a reschedule is requested less than 21 days in advance, if the home cannot be entered at the agreed time (wrong key, chain, blockage), or if working is reasonably impossible because water or electricity is unavailable, the Company may charge the booked visit time. The Company may itself, for operational reasons (staff illness, vehicle breakdown, a previous visit overrunning), move a Visit to another day with as much notice as possible; a Visit missed on the Company's side is made up and never charged.

In short: Going away? With a key we simply clean while you are gone. Otherwise we move the visit, or convert the hours into extra work (oven, windows, deep clean). Hours never disappear — and are not refunded.

The Plan has no pauses: every Visit in the commitment period is reserved team time. When the Customer is on holiday or away, the following applies, in this order: (a) if the Company holds a key or entry code, Visits simply continue while the Customer is away; (b) otherwise the Customer may move the Visit free of charge, with at least 21 days' notice, to another date within the same or the next calendar month (subject to availability); or (c) the Customer may convert the hours into other cleaning work of equal value during another Visit — for example the oven, the inside of the fridge or the interior windows, or as credit toward a deep clean in the same period. Visits not moved or converted in time are carried out or invoiced in accordance with the rescheduling and missed-visits article; hours do not lapse and are not refunded. If a team member is unavailable (illness, leave), the Company assigns an equally vetted substitute so the schedule continues.

In short: "Clean" is objectively defined; our 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 and takes at least four After-photos at the end of every Visit (on site, time- and GPS-stamped, whole area plus the critical detail). The parties agree that the NFC record and the After-photos constitute the evidence that, and to what level, the Visit was performed. Photos are reviewed by the Company's AI system (Spotless) and by a manager; a failed item is corrected internally per Annex B.

In short: At the first visit we photograph the existing condition of the home — protecting both you and us.

At the first Visit the team records the existing condition of the home in a photo report (the Baseline Record): existing damage, wear, delicate materials and overdue maintenance. Between the parties, the Baseline Record is the reference point in any later discussion about damage or results. Defects visible in the Baseline Record are deemed pre-existing and are excluded from liability.

In short: Not happy with a spot? Email us a photo the same day and we will make it right at your next visit. That is our promise.

A complaint about the quality of a Visit must be reported the same day, in writing — through the Customer's member account or by email to info@elizabetmcleaning.nl — and must include the Customer's own photos of the exact spot(s). A report from the member account goes straight to the assigned cleaner and the office. The member account and email (both with a photo) are the formal complaint channels; WhatsApp and phone are for scheduling only. A justified complaint within the scope of Annex A is corrected at the next scheduled Visit, as part of the normal service. There is no entitlement to a separate additional cleaning visit, refund, set-off or price reduction; payment for the performed Visit is not suspended. The complaint is assessed against the Quality Standard (Level 2) and the After-photos of the Visit concerned; if the After-photos show the area was delivered clean, later use or soiling falls outside this complaints procedure. Reporting the same day lets us correct it fast; if the Customer does not report within a reasonable time (art. 6:89 BW), the right to the free correction may lapse. Limits of the result: the Company cleans to the Quality Standard, but some stains, discolouration, limescale, etched or damaged surfaces and normal wear are permanent and cannot be removed; pre-existing marks (recorded in the Baseline Record) are not a defect. This article never limits the Customer's mandatory statutory rights.

In short: Most customers give us a key, so cleaning happens while they get on with life. If you are home, please stay in a room we are not working on — better still, let us have the place to ourselves. Keys are stored coded and anonymous.

The Customer is usually not present and authorises the Company to enter and clean the home unattended; the Customer warrants being entitled to grant that access. If the Customer is present during a Visit, the Customer stays in an area that is not being worked on, so the team can clean safely and efficiently. Keys, codes, fobs and alarm codes are handed over against a written key receipt, are stored coded (never together with an address or name), are accessible only to the assigned team, are used solely to perform the service, and are returned against confirmation within 5 business days after this Agreement ends. If a key is lost, the Company's liability is limited to the reasonable cost of replacing the lock concerned. Before each Visit the Customer secures cash, jewellery, valuable, fragile and confidential items; the Company is not liable for items left unsecured. The Customer discloses pets, alarm procedures and particular risks in advance. Key handling — optional, €10 per month incl. VAT. If you would like us to hold a key so the team can clean while you are out, we keep it under our key protocol: stored in a coded safe, labelled with a code and never with your address, logged in and out for every Visit, insured, and returned within five business days of your plan ending. That is a security service with real cost behind it — the safe, the logging, the liability, and replacing a lock if a key is ever lost — so it is charged separately rather than hidden in your hourly rate. It is genuinely optional, and there are two free alternatives: be at home to let the team in, or fit your own key safe or smart lock and give us the code. Customers who travel or work fixed hours tend to find the €10 the easiest part of the arrangement; nobody is required to take it.

In short: If the home is in an extreme state (party, construction), that is not maintenance cleaning — we quote it separately.

If the team finds the home in a state materially beyond normal household use (for example after a party, construction work, water damage, or with biological contamination or pests), this falls outside the Plan. The Company may then either (a) work the priority order within the booked hours, or (b) issue a separate quotation for the additional work. Where health or safety is at risk the Visit may be stopped; the minimum visit time remains payable.

In short: You supply the cleaning products and equipment; we can bring them for a charge agreed in advance.

On a plan the Customer provides the cleaning products and equipment used at their home — cleaning liquids, vacuum cleaner, mop and cloths — clean and in working order, together with water and electricity, free of charge. This is reflected in the plan rate, which is lower than the one-time rate that includes the Company's own products and equipment. If the Customer would rather the Company brought them, the Company can do so for an additional charge agreed in advance. Where the Company supplies the cloths it applies the colour-coded microfibre method (red = toilet, yellow = bathroom, green = kitchen, blue = general) against cross-contamination; where the Customer supplies them, keeping them clean and separated is the Customer's responsibility and the Company cannot give that same assurance. If the products or equipment at the Service Address are missing, unsuitable or not in working order, the Company says so before or during the Visit and does what the available means allow: the Quality Standard applies only so far as those means permit, and the Visit remains chargeable. Delicate or special surfaces (natural stone, marble, oiled finishes, brass, etc.) must be disclosed in advance, with any care instructions.

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

Every team member is entitled to a 5-minute break per two hours worked; this does not count as working time. The Customer ensures a safe and healthy working environment. The team performs no unsafe tasks, does not work at height beyond a household step, does not move heavy furniture and does not handle biologically hazardous situations; such work is quoted separately. We do not move heavy furniture — for two reasons. The first is the cleaner: lifting and dragging is by far the largest cause of injury in our industry, and one wrong movement behind a wardrobe is the kind of back injury that ends a working life. The second is your home: a wardrobe across laminate, a sofa across parquet, a sideboard with a stone top — dragging causes scoring, dented floors, split joints and cracked tops, damage that almost always costs more than the cleaning did. Because moving furniture falls outside the cleaning work we are insured to perform, damage arising from it falls outside our cover. The team cleans everything clear and reachable, including under and behind furniture where there is room, and moves light items freely — chairs, small side tables, bins, loose rugs. Pull anything heavy clear before the Visit and the team will gladly clean that spot within the booked time. Mould and walls are excluded. Mould is not a cleaning problem — wiping it removes the stain and leaves the cause. It grows from damp, a leak or poor ventilation, returns within weeks, and disturbing it releases spores into the air of a home we are supposed to be making healthier. Send us photographs and we will quote it separately, or tell you honestly that it needs a specialist. Walls and ceilings are likewise outside the service: paint, wallpaper and plaster react badly to water and cleaning agents, and marks on walls are decorating work. 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, and 50% of the amount paid is refunded regardless of how much of the time had already been worked. Indoor footwear. Our cleaners wear non-slip indoor shoes, brought 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. In the event of aggression, intimidation or discrimination towards a team member, the team may end the Visit; the Visit remains payable, and on repetition the Company may terminate this Agreement in writing with immediate effect.

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

The Company carries business liability insurance. Damage must be reported the same day as the Visit in writing by email, with photos of the damage — the same channel and the same deadline as for complaints. Same-day reporting lets the Company check the report against the After-photos of that Visit; where a report comes later, the loss of that verification weighs in the assessment, and if the Customer does not report within a reasonable time (art. 6:89 BW) the claim may lapse. The Company (or its insurer) must first be given the opportunity to inspect the damage before repair takes place; without that opportunity the claim lapses, except in urgent cases. Small damage up to €100 may be compensated or repaired directly by the Company. Liability per event is limited to the amount actually paid out by the Company's business liability insurer; only for events not covered by that insurance is liability limited to the price of the relevant Visit, with a maximum of €200. Excluded are: normal wear; defects visible in or existing at the Baseline Record; valuables left unsecured (see the unattended-access article); delicate surfaces not disclosed in advance (see the materials & equipment article); items that were improperly fixed or already damaged (loose shelves, hairline cracks, unanchored televisions, etc.); and indirect or consequential loss. Nothing in this article 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 areas only) solely to deliver the service, prove and improve its 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), supported by a documented balancing test. Photos contain no people and no identifiable valuables, are stored securely, are never sold and never made public, and are retained for 24 months, after which they are deleted. The Customer may object in writing to photography per room; for such room(s) the photo-based complaint and evidence mechanism then lapses and delivery is deemed accepted at the end of the Visit. The Customer has the rights of access, rectification, erasure and objection; details are in the privacy statement at elizabetmcleaning.nl.

In short: In case of illness, extreme weather or strikes we reschedule the visit at no cost.

In the event of force majeure (including staff illness that cannot be covered in time, extreme weather, strikes, epidemics, utility failures or government measures), obligations are suspended and the Visit is rescheduled as soon as possible at no cost. Force majeure gives no right to damages.

In short: We may use vetted colleagues or subcontractors — bound by the same rules.

The Company may use vetted employees and subcontractors for performance, bound by the same Quality Standard, confidentiality and instructions. The Company remains responsible to the Customer for performance.

In short: Our team keeps your home confidential; you do not hire our people directly.

The team maintains strict confidentiality about the home, the living situation and anything observed there. During this Agreement and for twelve (12) months after it ends, the Customer shall not directly or indirectly employ, or engage outside the Company, any employee or subcontractor of the Company assigned to the Service Address for cleaning work. On breach, the Customer owes a reasonable compensation for recruitment and training costs of €2,500, without prejudice to the Company's right to claim its actual loss.

In short: If invoices stay unpaid, we may pause visits until payment is made.

If payment is still not made after the reminder under Article 7, the Company may suspend further Visits until the outstanding amount is paid. Suspension does not extend the term and does not affect the payment obligation. If arrears exceed two months, the Company may rescind this Agreement in writing.

In short: We announce changes in advance; on a material change you may cancel. Email is the formal channel.

The Company may amend these terms with at least one month's written notice. If an amendment is materially detrimental to the Customer, the Customer may cancel this Agreement free of charge before the effective date. Formal notices (cancellation, complaints, damage) are given by email; scheduling may be handled via WhatsApp or phone.

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

The parties first attempt to resolve disputes together via the complaints procedure. Failing that, the competent Dutch court has jurisdiction. This Agreement is governed by Dutch law. This Agreement is drawn up in Dutch with an English translation; in case of divergence the Dutch text prevails.

In short: This contract and our Terms of Service together are the whole agreement; if they conflict, this contract wins. If one clause fails, the rest stands.

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 — constitutes the entire agreement between the parties and replaces earlier arrangements. Where this Agreement and those Terms conflict, this Agreement prevails. If any provision is or becomes void, voidable or unenforceable, the remaining provisions remain in force and the provision concerned is replaced by a valid provision approximating its intent as closely as possible. Ambiguities are not interpreted to the consumer's detriment (art. 6:238(2) BW).

In short: Signing online with your typed name is legally valid; the agreement takes effect once payment completes.

The parties sign this Agreement; signing may be done electronically by the Customer typing their full name on the Company's contract page, with the name, timestamp, reference and payment confirmation being recorded. This electronic signature is valid between the parties provided the method used is sufficiently reliable (art. 3:15a BW / eIDAS Regulation 910/2014); the Company therefore records the name, timestamp, reference and payment confirmation and sends an email confirmation. The Agreement takes effect once the online payment of the reservation is completed.