Version: August 2026
(1) These General Terms and Conditions apply to all agreements between Clean and Happy Cleaning Services hereinafter referred to as Clean and Happy and its customers concerning the provision of cleaning and related services.
(2) Our services are offered both to consumers within the meaning of Section 13 of the German Civil Code (BGB) and to businesses within the meaning of Section 14 BGB.
(3) Individual agreements made between Clean and Happy and the customer shall take precedence over these General Terms and Conditions.
(4) For business customers, the type and scope of services, cleaning schedules, prices, working hours, contact persons, access arrangements and other specific requirements will generally be agreed in a separate service agreement.
(5) Private customers may commission individual cleaning services without entering into an ongoing written service agreement. The relevant quotation or order confirmation, together with these General Terms and Conditions, shall form the basis of the service.
(1) A contract shall be concluded when the customer accepts a quotation submitted by Clean and Happy or when the customer expressly places an order and Clean and Happy confirms the order.
(2) The specific scope of services shall be determined by the relevant quotation, order confirmation or individual agreement.
(3) General descriptions such as cleaning , house cleaning , home cleaning or window cleaning do not, by themselves, define the complete scope of services.
(4) Additional services that have not been expressly agreed are not included in the order.
(5) Unless an explicit fixed price has been agreed, services shall be invoiced according to the agreed hourly rate, quantity-based price or service price.
(1) A separate travel charge shall be applied for travelling to the customer's premises.
(2) The current travel charge is 19.00 per Cleaner per visit , unless otherwise stated in the quotation.
(3) The travel charge is separate from the actual cleaning time. It covers, in particular, the travel time associated with the assignment, vehicle and travel costs and other expenses directly related to providing the service.
(4) The travel charge forms part of the overall pricing of the service and does not constitute payment for cleaning time.
(5) Where several Cleaners are assigned to a job, the travel charge shall apply to each Cleaner.
(6) For special locations or significant travel distances, a different travel charge may be agreed. Any such charge will be stated in the relevant quotation.
(1) To ensure an economically viable and operationally reasonable service, minimum working times apply to cleaning assignments.
(2) An initial cleaning generally requires a minimum of four man-hours .
(3) A regular or recurring maintenance cleaning generally requires a minimum of two working hours , unless otherwise agreed in the quotation.
(4) The minimum working time relates to the agreed cleaning service. The applicable travel charge is calculated separately.
(5) Additional equipment charges may apply where special machines or technical equipment are required. This includes, in particular, professional steam cleaners, pure-water systems and comparable specialist equipment.
(6) The current standard equipment charge is 54.00 per assignment , unless otherwise stated in the quotation.
(7) The applicable prices and charges shall be disclosed to the customer in the quotation or order confirmation before the order is placed.
(1) Quotations may be prepared following a prior inspection of the premises or on the basis of information provided by the customer by telephone, in writing or electronically.
(2) Where no prior inspection has taken place, the calculation and estimated working time are based on the information provided by the customer.
(3) The customer is required to provide an accurate description, to the best of their knowledge, of the condition and scope of the areas to be cleaned. Any unusual contamination or special circumstances that may significantly increase the cleaning effort should be disclosed.
(4) Where no prior inspection has taken place, stated working times shall generally constitute an estimate of the required effort , unless the quotation expressly states that a binding fixed price has been agreed.
(5) The actual condition of the premises shall be assessed at the beginning of the first cleaning appointment.
(6) If the actual condition differs significantly from the information provided and this results in substantially greater cleaning effort, the customer shall be informed before any additional work is carried out.
(7) Additional work shall only be carried out following prior consultation with the customer.
(8) The customer's approval of additional work may be given by email, SMS or messenger service. If the customer is present at the premises, approval may also be given expressly on site.
(9) If the customer declines the additional work, the service shall be limited to the originally agreed scope. If the originally scheduled working time is insufficient due to the actual condition of the premises, the further course of action shall be agreed with the customer.
(1) An initial cleaning is intended, in particular, to bring a household or property being cleaned by Clean and Happy for the first time to the agreed cleaning standard.
(2) An initial cleaning does not automatically constitute a deep or intensive cleaning.
(3) If, at the first appointment, it becomes apparent that the actual condition requires substantially more extensive cleaning, in particular a deep, intensive or thorough cleaning, the customer shall be informed accordingly.
(4) A deep cleaning, particularly in connection with moving into or moving out of a property, shall be agreed as a separate service.
(5) Deep cleaning generally requires a minimum of six man-hours . A higher hourly rate than that applicable to regular maintenance cleaning may be agreed for such services.
(6) The applicable price and estimated working time shall be stated in the relevant quotation.
(1) Window and glass cleaning shall generally be treated as a separate service and is not automatically included in a standard maintenance or home cleaning service.
(2) Window cleaning is divided into the following service categories:
A. Glass Cleaning
This service includes cleaning the glass surfaces. Cleaning of frames, rebates, sills or other window components is not automatically included.
B. Complete Window Cleaning
Depending on the agreed scope, this service includes cleaning the glass surfaces as well as window frames, rebates, sills and other agreed components.
(3) The selected type of service shall be expressly stated in the quotation.
(4) Standard glass cleaning covers the removal of normal, everyday dirt and contamination.
(5) Particularly heavy or long-standing contamination, construction or renovation residues, paint, limescale, adhesive, silicone, grease or other stubborn deposits may require substantially more work.
(6) If such additional work is identified and was not apparent or disclosed when the order was placed, the customer shall be informed before the additional work is carried out.
(7) The use of pure-water systems or other specialist equipment may be subject to a separate equipment charge where stated in the quotation.
(1) An additional equipment charge may be agreed for services requiring specialist machines or technical equipment.
(2) This includes, in particular:
professional steam cleaners,
pure-water systems,
specialist window-cleaning equipment,
industrial or commercial cleaning machines,
and comparable specialist equipment.
(3) The applicable equipment charge shall be stated in the quotation.
(4) Specialist equipment shall only be used where it is necessary for the agreed service or expressly requested by the customer.
(1) Working hours shall be agreed with the customer.
(2) For regular cleaning services, working hours shall be based on the agreed cleaning schedule or service agreement.
(3) Changes to agreed working hours may be arranged by prior agreement.
(4) Unless expressly agreed otherwise, the customer is not entitled to require the service to be performed continuously at a specific time.
(1) For regular cleaning services, Clean and Happy will make reasonable efforts to assign a regular Cleaner or primary contact person to the customer.
(2) There is no entitlement to have a particular Cleaner assigned to a specific customer.
(3) A change of Cleaner may become necessary due to holidays, illness, resignation, organisational requirements or other operational reasons.
(4) Clean and Happy will make reasonable efforts to keep changes of Cleaner to a minimum for ongoing customer relationships.
(1) The customer must ensure that the premises to be cleaned are accessible at the agreed appointment time.
(2) Where possible, the customer should provide Clean and Happy with a suitable key or other access device. This does not replace the need to agree a specific cleaning appointment.
(3) Even where keys or other access devices are held by Clean and Happy, cleaning appointments shall generally be agreed in advance.
(4) Keys and other access devices provided to Clean and Happy shall be used solely for the purpose of carrying out the agreed service and shall be stored appropriately.
(5) The customer must inform Clean and Happy in good time of any changes to locks, access codes or other access requirements.
(1) Agreed cleaning appointments are binding.
(2) The customer may cancel or reschedule an appointment. Cancellation should be made as early as possible.
(3) In the event of short-notice cancellation of a confirmed appointment, Clean and Happy may charge a cancellation fee of 50% of the originally agreed order value , insofar as legally permissible.
(4) The cancellation fee takes into account, in particular, staff already scheduled, reserved working time, organisational preparation and capacity that cannot readily be used elsewhere at short notice.
(5) The customer shall remain entitled to demonstrate that no loss or substantially lower costs were incurred.
(6) Clean and Happy shall remain entitled to demonstrate a higher actual loss, insofar as legally permissible.
(7) In exceptional circumstances or cases of force majeure, an alternative arrangement may be agreed on an individual basis.
(1) Clean and Happy maintains business liability insurance.
(2) Where damage is culpably caused by Clean and Happy or its employees, the statutory liability provisions shall apply, subject to the scope of the existing insurance coverage.
(3) Any damage or suspected damage should be reported to Clean and Happy as soon as reasonably possible.
(4) Pre-existing damage, material fatigue, existing defects or particular material characteristics shall not result in liability where the damage was not culpably caused by Clean and Happy.
(5) The customer must inform Clean and Happy before work begins of particularly sensitive surfaces, materials or known pre-existing damage.
(6) Mandatory statutory liability provisions remain unaffected.
(1) Business customers shall generally be serviced on the basis of a separate written service agreement.
(2) The agreement shall specify, in particular, the scope of services, cleaning intervals, working hours, prices, contact persons, access arrangements, special requirements and any additional services.
(3) The individually agreed contractual terms shall take precedence for ongoing business contracts. These General Terms and Conditions shall supplement the agreement insofar as the agreement does not contain a different provision.
(4) Changes to the scope of services or agreed cleaning intervals shall require an appropriate agreement.
(1) Private customers may commission individual cleaning services without entering into an ongoing written service agreement.
(2) The quotation or order confirmation, the services and prices specified therein, and these General Terms and Conditions shall apply to the relevant order.
(3) For recurring cleaning services, individual agreements may be made concerning frequency, working hours, prices and scope of services.
(1) Any complaints concerning the cleaning service should be communicated to Clean and Happy as soon as reasonably possible.
(2) Where there is a deviation from the agreed scope of services for which Clean and Happy is responsible, Clean and Happy shall first be given the opportunity to rectify the issue within a reasonable period.
(3) Rectification shall take place within a reasonable period.
(4) There shall be no obligation to rectify services that were not part of the agreed scope of work.
(5) In particular, subsequently discovered heavy contamination does not create an entitlement to free deep, intensive or thorough cleaning where such cleaning was not included in the original order.
(1) The prices stated in the relevant quotation or service agreement shall apply.
(2) Where services are invoiced based on working time, the actual working time shall be charged at the agreed hourly rate.
(3) Travel charges, equipment charges and other agreed additional costs shall be charged in addition to the cleaning service.
(4) The applicable charges shall be clearly stated in the quotation.
(5) Invoices shall be paid in full, without deduction, within the payment period stated on the invoice.
(6) In the event of late payment, the statutory provisions shall apply.
(1) Consumers shall have the statutory right of withdrawal insofar as the applicable legal requirements are met.
(2) For contracts concluded exclusively by means of distance communication, in particular by telephone or electronic communication, Clean and Happy shall provide the legally required information separately.
(3) If a consumer requests that the service commence before the expiry of an applicable withdrawal period, this shall only take place subject to compliance with the statutory requirements.
Personal data shall be processed in accordance with applicable data protection legislation. Further details are set out in the current Privacy Policy of Clean and Happy.
(1) The customer may only set off claims against claims of Clean and Happy where the customer's counterclaims are undisputed or have been legally established.
(2) A right of retention may only be exercised where the statutory requirements are met.
(1) The law of the Federal Republic of Germany shall apply.
(2) For consumers, this choice of law shall only apply to the extent that it does not deprive them of mandatory consumer protection provisions applicable in their country of habitual residence.
(3) For merchants, legal entities under public law and special funds under public law, the registered office of Clean and Happy shall be the place of jurisdiction insofar as legally permissible.
Should any provision of these General Terms and Conditions be or become invalid, the validity of the remaining provisions shall not be affected. The applicable statutory provisions shall apply in place of the invalid provision.
These General Terms and Conditions provide the legal framework for our cooperation. They are intended to create clarity and transparency and to set out the basic terms under which we work together.
Clean and Happy, however, stands for much more than contractual terms and conditions.
We stand for high-quality, careful cleaning, absolute reliability and a friendly and respectful approach . Our Cleaners are not only professionally trained; all of our Cleaners speak fluent English and treat our customers with care, respect and courtesy.
And above all: you can always reach a real person.
If something is unclear, circumstances change, or you have a question, request or concern, please simply talk to us. We are always happy to listen and work with you to find a good and fair solution.
Because we want our customers not only to be satisfied with the result of our work, but also to feel well looked after and personally cared for .
Clean and Happy professional cleaning with a personal touch.
Warm regards,
The Clean and Happy Team
