DEFINITIONS “The Company” – means KLIN France Home & Office Cleaning “Client” – means the person to whom the cleaning services are supplied by the Company. “Service” – means the cleaning services carried out on behalf of the Company. “Cleaning Visit” – means the visit to the Client’s service address by the Cleaner in order to carry out the Service.

CONTRACT 2.1. These Terms and Conditions represent a contract between KLIN France Home & Office Cleaning and The Client. 2.2. Use of the Company’s services (via phone, email, WhatsApp or online form) constitutes acceptance of these Terms. 2.3. These Terms override any other terms unless agreed in writing by a director. 2.4. Services are billed hourly. The amount of cleaning completed will reflect the time hired, not the client’s expectations. 2.5. We offer time estimates, but due to variables (size, state of property), exact completion cannot be guaranteed.

PAYMENT 3.1. All work is chargeable from the moment service begins, including partially completed hours. 3.2. Payment must be made in full in advance unless otherwise agreed in writing. 3.3. Late payments incur 10.1% interest and may result in suspension of services. 3.4. We reserve the right to require 100% prepayment for recurrent late payers. 3.5. Service is confirmed only upon full prepayment.

EQUIPMENT 4.1. We can provide cleaning supplies or use yours if safe and operational. 4.2. Clear instructions must be provided for any complex equipment. 4.3. We accept no liability for issues arising from client-provided materials or tools.

TASKS AND TIME LIMITATIONS 5.1. The Client may provide a checklist of priorities; we clean according to the time available. 5.2. Completing the full list cannot be guaranteed if insufficient time is booked. 5.3. Our services are performed strictly within the time hired. If the Client wishes to return to the property at the end of the cleaning, they must be present at least 10 minutes before the service ends. If the Client fails to return on time, we reserve the right to charge for an additional 30 minutes. 5.4. Cleaners will not move heavy or fragile furniture, nor will they climb on surfaces that may put them at risk. If cleaning is required underneath or behind such objects, the Client must move them in advance. 5.5. Extra time can be hired on the day of service, but we cannot guarantee availability, as it depends on the day’s schedule. 5.6. The cleaning time begins upon the cleaner’s arrival. Any explanations or interruptions from the client are counted within the hired time. To ensure optimal results, the property must be ready and cleared for cleaning. 5.7. Cleaners may occasionally be delayed due to traffic or public transport disruptions. We will make reasonable efforts to inform the Client of any delay. The cleaning time will be counted from the actual arrival time. 5.8. The time required for unpacking and preparing materials at the beginning, as well as packing and organizing before leaving, is included within the hired time. For instance, if a booking ends at 6:00 PM, the cleaner will stop cleaning shortly before this time to allow for packing and organizing, and not begin this process after 6:00 PM. 5.9. If the Client requests services in two separate locations on the same day, the travel time between the two locations will be counted within the hours hired. The Client is responsible for choosing the transportation method (e.g., public transport or taxi). If a taxi, Uber, or Bolt is chosen, it must be booked and paid for by the Client.

CANCELLATION & REFUNDS 6.1. Recurring Cleaning Services (weekly or biweekly) require a minimum 3-month commitment. After that period, the client may cancel with more than 48 hours' notice before the next scheduled cleaning. 6.2. For one-time services (deep cleaning, move in/move out, post-construction, etc.): • Cancel or reschedule free of charge up to 3 days before the scheduled service (until 5:00 PM). • 50% of the service fee will be charged if cancelled 2 days before (between 5:01 PM on day -3 and 5:00 PM on day -2). • Full amount will be charged if cancellation occurs after 5:01 PM on day -2 or later. 6.3. No refunds are provided once the service is completed. 6.4. Dissatisfaction must be reported within 24 hours for remedial action.

CLAIMS AND DAMAGE 7.1. We hold liability insurance for incidents caused by our operatives. 7.2. Irreplaceable or fragile items must be secured by the client prior to service. 7.3. We are not responsible for damage from faulty installation or unsealed surfaces. 7.4. Any claims of theft must be substantiated with evidence. Mere suspicion is not considered proof.

PRIVACY AND MONITORING 8.1. Internal monitoring (arrival/departure time, GPS data, cleaner reports) is used for quality assurance. 8.2. We do not share internal records unless legally required. These are not shared with clients. 8.3. The client agrees to this upon booking services. For GDPR concerns, contact us directly. 8.4. We may take photographs of cleaned areas for internal quality control and marketing purposes. These images will never include identifiable personal information, faces, names, or traceable elements. 8.5. Clients who do not wish for any photos to be used for marketing can notify us by email at any time.

COMPLAINTS 9.1. All complaints must be reported within 24 hours of service. 9.2. If the complaint is deemed valid after review, we may return to re-clean the area.

GUARANTEE POLICY 10.1. Our satisfaction guarantee applies only after internal case review. 10.2. If the issue is due to underbooking or unrealistic expectations vs. hours hired, the guarantee will not apply. 10.3. Re-cleaning is offered only when the failure is proven to be on our part.

DEFAMATION AND FRAUD 11.1. False public accusations and baseless defamatory reviews may result in legal action. 11.2. If a client wishes to share negative feedback online, they remain liable for ensuring the content is factual. 11.3. Our legal team monitors online communications and will act if damage is done to our reputation based on misinformation.

BEHAVIOUR AND SAFETY 12.1. Any mistreatment, sexual insinuation, or harassment—whether physical, verbal, or moral—toward our staff is taken very seriously. Cleaners have the right to leave the premises immediately under such circumstances, and no refund will be issued. We reserve the right to take legal action. 12.2. It is strictly forbidden to offer our employees work outside the contract scope or to pay them separately. This includes hiring them for the same cleaning services we provide. Any breach of this rule will result in immediate termination of services and a penalty fee of €1000. 12.3. Tips are not mandatory but are appreciated. If clients wish to tip or gift our staff, they may do so directly. The company does not collect or handle tips on behalf of its employees.

LEGAL JURISDICTION 13.1. This contract shall be governed by and interpreted according to French law. 13.2. In the event of dispute, French jurisprudence will apply, and both parties agree to seek resolution under the relevant competent court in Paris.

FINAL NOTES 14.1. Booking our services implies full agreement with these Terms and Conditions. 14.2. The Company reserves the right to revise these Terms at any time with reasonable notice.