Terms of Service

Quotes & pricing

All-in prices incl. VAT. Home cleaning has plan prices; one-time jobs are prepaid. The figures below are the ex-VAT amounts plus the VAT rate that applies to you — 9% for a private home, 21% for a business, and a VAT or KvK number always means business. The onboarding fee is €70 ex VAT (€76.30 incl. 9%, €84.70 incl. 21%) and covers materials, the manager visit before & after, and transport; it is charged once, on your first booking only. Labour is €59.63 ex VAT (€65.00 incl. 9%, €72.16 incl. 21%), express €75.00 ex VAT (€81.75 incl. 9%, €90.75 incl. 21%). Business and specialist work can also be quoted on request.

Booking & timing

Prepaid jobs are carried out within 3–5 business days of booking (express within 48 hours). Reschedule with 24 hours' notice.

Memberships & monthly billing

Recurring cleaning plans are memberships, not prepaid jobs. A one-time €25 join fee reserves your plan and starts your service agreement. Members are then invoiced monthly in arrears: at the end of each calendar month we issue one invoice covering that month's visits at your member rate, payable within 14 days of the invoice date. One-time work booked by a member — the initial deep clean at the start of your membership, and a move in / move out clean at the end of your contract — is charged at your member rate and added to that same monthly invoice instead of being prepaid; each of those is available once per membership, and any other one-time job is prepaid in the normal way. Because a member's work is carried out before it is invoiced, by confirming a booking as a member you expressly request that we perform the service during the withdrawal period and acknowledge that your right of withdrawal lapses once that job has been fully carried out. If an invoice is not paid on time we will first send you a reminder giving you a further 14 days to pay at no extra cost, as the law requires for consumers; after that we may charge statutory interest and collection costs, and may pause further visits until the account is settled. Pausing visits does not end your membership.

Acceptance of the work & complaints

One-time services (deep clean, move in/out, express, before/after party, after-construction): a manager inspects the property in person before the team starts and again when the work is finished, and photographs it at both points. Please raise anything you are not satisfied with before the team leaves — we put it right on the spot, at no charge.

Once the manager has approved the work and the team has left, the job is accepted. The manager’s inspection and the after-photos taken at that moment are the agreed record of the condition in which the work was handed over. From that point we do not provide free re-cleaning, a refund or a price reduction for the cleaning result: the property goes back into use and its condition changes, so it can no longer be established what was and was not done by us. Complaints about the cleaning result must therefore be reported on the same day as the visit, in writing — through your account or to info@elizabetmcleaning.nl — with your own photographs of the exact spot.

Plan visits: report a complaint the same day, in writing and with photos. We put a valid complaint right at your next scheduled visit as part of the normal service; we do not give refunds, set-offs or price reductions — we make it right.

Complaints are assessed against our quality standard and the photographs of that visit. Some stains, limescale, etching and normal wear are permanent, cannot be removed, and are not a defect. Damage is a separate matter — see Insurance, damage & liability below; the same-day reporting rule applies there too. Nothing in this section affects your mandatory rights as a consumer under Dutch law.

Enquiries, quotes & documents

Our prices, the scope of every service and these Terms are published in full on this website, and each contract can be read online before you sign it. First enquiries may be answered by an automated assistant; to speak to a colleague, call 06 1827 8719.

We do not issue written quotations, insurance certificates, KvK extracts, staff records or other company documents in advance of a booking. They are provided by email with your booking confirmation. A booking requires a verifiable service address in our service area — we do not price a job without one. We may decline or cancel a booking and are not obliged to give a reason.

Payments and refunds run only through the payment methods offered on this website. We do not accept payment above the invoiced amount, and a refund is made only to the original payment method — never to a different account, in cash, or to a third party.

Right of withdrawal (consumers)

When you buy a service from us online as a consumer, you have a 14-day right of withdrawal under EU and Dutch consumer law. Because prepaid cleans are usually carried out within those 14 days, by completing payment you expressly request that we perform the service during the withdrawal period and acknowledge that your right of withdrawal lapses once the job has been fully carried out. If you withdraw after work has begun but before it is finished, you pay a proportional amount for the work already performed (including the €76.30 onboarding fee incl. VAT where the manager visit has taken place). To withdraw, email info@elizabetmcleaning.nl before your visit; any unused prepaid amount is refunded within 14 days to your original payment method.

Photo quote (€25)

The photo quote is a paid assessment of textiles and single items only — carpet, upholstery, mattresses, rugs and curtains. You upload photos and receive a professional written quote within 4–7 business days (€38.70 express: 2–3 business days). The €25 fee is deducted in full from your invoice when you book the assessed job with us within 30 days of receiving the quote; it is not refunded if you choose not to book. Because the quote is delivered in full during the 14-day withdrawal period, by completing payment you expressly consent to immediate delivery and acknowledge that your right of withdrawal lapses once the written quote has been delivered.

On-site quotes and the inspection report (€95 / €125)

Jobs measured in rooms rather than items — deep cleaning, move in/out, after-construction, express, before/after party, Airbnb turnover and business work — are not quoted from photos. The manager surveys the property and gives you a fixed total price incl. VAT.

If you book the job with us, that survey and quotation are free of charge. There is nothing to pay for the quote and nothing is deducted from anything, because nothing was charged.

The inspection report is a separate paid product for customers who want the written valuation without engaging us for the cleaning — for example to support an insurance claim, to plan the work themselves, or to obtain a comparable figure. It costs €95 with the written report delivered within 2–3 business days, or €125 with the report delivered by the next business day, in each case plus any travel outside Maastricht. What you buy is the survey and the written valuation, which is yours to keep and use. The fee is not a deposit. If you do go on to book the cleaning with us within 30 days of receiving the report, €40 of it is deducted from your first invoice — that is the manager's-visit part of the onboarding fee, and the visit has already taken place, so you are not charged for it twice. No other part of the fee is deducted, credited or set off: the balance bought the written valuation, which is yours to keep, and the express surcharge and any travel bought speed and the journey. The fee is not refunded if you do not book. Because the report is delivered during the 14-day withdrawal period, by completing payment you expressly consent to it being carried out within that period and acknowledge that your right of withdrawal lapses once the report has been delivered. Travel is charged for the journey itself and is likewise never deducted or refunded.

How long the price holds. The report itself does not expire — it is a dated record of what our manager found at your property on the day of the visit, and it stays yours to use. What is time-limited is our offer to carry out the work at the price quoted: that price, and the €40 deduction, are valid for 30 days from the date of the report. After that we are happy to re-quote, and a second visit is not normally needed.

The price assumes the property is as recorded. The quotation is calculated from the condition described in the report. If, when we arrive, the property is materially different from that description — for example further building work has taken place, the property has been occupied or vacated, or furniture or belongings have been moved in — we will tell you the revised price before the team begins, and you decide whether to go ahead. We do not change a price once work has started, and our cleaners cannot work beyond the hours you have booked.

Gift vouchers

Gift vouchers are valid for 24 months from the date of purchase and are redeemable against any of our services in our service area. Vouchers cannot be exchanged for cash; any remaining balance stays available until expiry. An entirely unused voucher can be withdrawn and refunded within 14 days of purchase.

Insurance, damage & liability

We carry business liability insurance and are KvK-registered (86396862). Our insurance certificate is provided with your booking confirmation.

Report damage on the same day as the visit, in writing and with photos, and give us or our insurer the opportunity to inspect before any repair is carried out. Small damage up to €100 we may settle or repair directly. Liability per event is limited to the amount our insurer pays out; only for events the insurance does not cover is liability limited to the price of the visit or job concerned, with a maximum of €200.

Excluded are: normal wear; damage already present and recorded in the photos at the first visit; valuables left unsecured; delicate surfaces not disclosed in advance; items that were already loose or damaged; and indirect or consequential loss. Please secure cash, jewellery and valuable, fragile or confidential items before each visit, and tell us in advance about pets, alarms and delicate surfaces. Nothing here excludes liability for intent, deliberate recklessness, or death or personal injury, and nothing here limits your mandatory rights as a consumer.

Governing law

The law of the Netherlands applies. Disputes are first addressed through the complaints procedure above; failing that, the competent Dutch court has jurisdiction.

These Terms apply to every service we provide. Where you have also signed a contract for a plan or a one-time job, that contract and its annexes form one agreement together with these Terms — and if the two conflict, your signed contract prevails. Contracts are drawn up in Dutch with an English translation; for a Dutch consumer the Dutch text is legally leading. You can read every contract in full at elizabetmcleaning.nl/contracts/ before you sign it.

If any provision of these Terms proves void or is set aside, the remaining provisions stay in full force, and the provision concerned is replaced by a valid one that comes as close as possible to its intended effect. Nothing in these Terms limits rights that Dutch law gives a consumer and that cannot be contracted out of.