Consumer Terms & Conditions

These Consumer Terms & Conditions apply to bookings made by private customers with Kleaners.de - Anton Ivanov for cleaning services and related quote-only services.

Separate Business Terms apply to business clients. Separate Furniture Transport Terms apply to furniture transport and moving services.

Kleaners offers online-bookable core services and additional quote-only services. Glass Cleaning Winter Garden is handled as part of Window Cleaning. Furniture Transport is governed by separate transport terms.

The online-bookable core services currently include Regular Home Cleaning, Office Cleaning, Move In/Out Cleaning, Post-Construction Cleaning, Window Cleaning, Business Cleaning, Stairwell Cleaning, and Hoarding Cleaning.

• Quote-only service groups include Carpet Floor Cleaning, Upholstery Cleaning, Holiday Apartment Cleaning, Spring Deep Cleaning, Holiday Deep Cleaning, Retail Store Cleaning, Medical Practice Cleaning, Kindergarten Cleaning, Care Facility Cleaning, Underground Garage Cleaning, Trade Fair Cleaning, Restaurant & Cafe Cleaning, Fitness Studio & Gym Cleaning, Salon & Beauty Studio Cleaning, Facade Cleaning, Graffiti Removal, Stone Surface Cleaning, Crime Scene Cleaning, Gardening, Gutter Cleaning, Sidewalk Cleaning, Vehicle Cleaning, Ventilation Cleaning, Pipe Cleaning, and Pool Cleaning.

Kleaners uses the service levels Regular and Expert across its services. The exact service scope depends on the booked service and any agreed add-ons.

Regular is a customer-led setup. The customer must ensure that the necessary products, equipment, and working conditions are available unless specific add-ons or other agreements cover them. Expert is a fuller service model in which Kleaners provides the service setup and customers mainly provide access, utilities, safe conditions, and payment readiness.

• For Regular, water and electricity availability, hazard disclosure, and access readiness are especially important.
• For Expert, Kleaners may provide equipment, products, and key handling where agreed. Key handling is available only on Expert.

Kleaners performs services through its own employees and qualified subcontractors. This is stated openly and forms part of the service model.

Kleaners may replace assigned staff or providers where necessary to ensure service performance. Any such replacement is made to keep the service deliverable, not to reduce the agreed standard.

For Stripe bookings, the contract is concluded when the customer submits the booking and Stripe successfully completes the required pre-authorization for the booking.

Request cleaning is not a standard payment method. It is a non-binding, low-priority booking request that becomes binding only once Kleaners approves it verbally or in writing.

Quote-only services become binding only after the customer gives verbal or written consent to the individual offer.

All prices are shown in euro and include statutory VAT unless otherwise stated.

The active booking flows are Pay now by Stripe and Request cleaning. For Stripe bookings, Stripe pre-authorizes the expected amount at booking. The actual capture takes place after service according to the payment flow.

Approved request-cleaning jobs are payable after completion, either on-site or through an immediate transfer or card-link payment, as applicable to the job.

• Request cleaning does not include a deposit under these Terms.
• If a booking is made for a third person, the original booker remains liable for payment, access, and booking accuracy.

If Kleaners cannot fulfill a confirmed booking, amounts already paid for the cancelled service are refunded. A replacement date may be offered. A 10% rescheduling discount may be granted in selected cases, but it is not guaranteed.

No automatic 10% discount applies in cases such as transport delays, extreme weather conditions, or vehicle breakdown-type events.

Some bookings may remain unfulfilled or only partially fulfilled and are then resolved personally on a case-by-case basis.

• Examples include denied access, unsafe conditions, missing utilities, incorrect scope disclosures, customer absence, customer refusal to pay, cleaner illness or accident, force majeure, legal restrictions, weather, building restrictions, or emergency interruption.
• Customer rejection of a provider or cleaner is not automatically refunded; it is escalated to customer support for case-by-case resolution.

Customers must provide correct booking information and prepare the site in a way that matches the booked service level.

• Ensure access to the property and provide accurate address, parking, and entry information.
• Ensure the availability of water and electricity where the task requires them.
• Disclose hazards, unusual conditions, sensitive surfaces, and any other material risks before the service starts.
• Secure pets and protect or disclose valuables and delicate items.
• For Regular services, provide the products and equipment needed unless booked as add-ons or otherwise agreed.
• Ensure payment readiness at completion, including when the booking is made for a third person.

Damage or quality issues must be reported within 24 hours. Kleaners aims to handle claims in a customer-friendly manner.

Kleaners emphasizes checked personnel, responsible service performance, and customer-friendly handling of damage claims. Key handling and unattended access are available only for Expert bookings where agreed.

• Customer claims should include clear facts and any available documentation.
• Kleaners remains responsible for services performed through employees or subcontractors.

Consumers retain their statutory right of withdrawal for distance contracts. This right can expire once the agreed service begins with the customer's prior express consent and acknowledgment of the legal consequence.

The separate cancellation and withdrawal page supplements these Terms and should be read together with them.

German law applies. If individual clauses are or become invalid, the validity of the remaining clauses remains unaffected.

No oral side agreements exist unless Kleaners confirms them verbally or in writing in a way that clearly changes the booking.