Terms & Conditions 📄

The agreement runs indefinitely. Termination of the agreement must be made in writing via email or letter, alternatively via SMS or phone. The personal identity number(s) provided in the agreement will be used for tax deductions (RUT). The tax deduction is made directly on the invoice.

📑 Automatic tax deduction for private individuals

The customer wishes to receive the automatic tax deduction for private individuals and is therefore invoiced the total amount after RUT deduction for the cleaning. If an incorrect personal identity number is provided or if the customer has already utilized the tax deduction and not informed Agnes Städ in advance, Agnes Städ will charge extra for its cleaning service and also invoice the part that would have been covered by the Swedish Tax Agency.

The same applies if the Swedish Tax Agency denies the customer reimbursement for various reasons. Regardless of the reason, Agnes Städ will invoice the entire amount without RUT deduction for the service performed.

The customer is responsible for checking with the Swedish Tax Agency that they have full right to deduction for household services in their home. The customer also undertakes to inform Agnes Städ immediately if their potential right to deduction is forfeited or removed. The customer must personally inform if they do not wish for the tax deduction. This applies to the entire contract period.

💬 Communication between Agnes Städ and the customer

The customer shall provide an email address and or phone number that is available to the customer even during leave and vacation. If the customer provides an email address or phone number that is a work address or work phone number that they do not have access to, it can NOT be invoked that the information has not reached the customer. This applies, for example, to changes in the contract text and during leave and vacation information, from the customer's side but also from Agnes Städ's side.

The terms of the agreement can be changed by Agnes Städ at any time.

📝 Changes to contract text and general terms

Any changes to the general terms are communicated via email or phone to the customer. Agnes Städ implements the changes 30 days after they have been communicated to the customer. Any changes to the contract text likewise.

The customer has 14 days to point out that they do not approve the changes. If the customer has not submitted any notification, both parties consider the changes to have been accepted.

🏥 Illness of regular staff

Applies to customers with cleaning agreements, which means that one and the same person comes to the customer on a specific day and time.

If regular staff is sick or on vacation, the customer gets to decide if a substitute is accepted. If a substitute is refused, this is not seen as a cancellation and is free of charge for the customer. Agnes Städ can in most cases put in a substitute either during the regular cleaning time, or at another time, but cannot guarantee that it is possible in all cases. If Agnes Städ does not have an available substitute, the customer is informed as soon as possible.

🧹 Cleaning setup

Normally Agnes Städ works from a regular cleaning checklist with cleaning moments that exist at the customer's. The cleaning checklist can naturally be adjusted at the first review. The cleaning checklist is then used during the entire cleaning agreement's time.

Agnes Städ assumes that the cleaning checklist remains during the entire contract period. Small adjustments on occasional occasions are possible to implement, but changes from month to month or from time to time are not accepted. It is also not possible to change the regular cleaning setup to get in extra moments such as major laundry etc.

🧽 Cleaning tools

To facilitate and streamline the cleaning, it is important that the customer provides good cleaning tools. Agnes Städ also wants to point out that old tools risk damaging floors and other delicate surfaces.

☀️ Vacation and leave at Agnes Städ

Agnes Städ is not closed for vacation but is active all year round, however, the customer allows that a substitute can be put in during July and August. However, max during 3 weeks' time. Agnes Städ is also closed during the year's red days (public holidays) and normally there is no possibility for cleaning then unless something special has been agreed upon.

Cleaning that falls on red days is moved as much as possible to a nearby day. Agnes Städ informs the customer well in advance.

Cancellation: The customer can cancel the cleaning free of charge. Normal cancellation is done at least 3 working days before your cleaning. The cancellation must be made directly to Agnes Städ, otherwise the entire cost is charged.

Acute cancellations: (E.g. someone in the family falls ill and must seek hospital care or that due to risk of infection, one cannot receive Agnes Städ's staff) Acute cancellations must be made as soon as possible, however at least 1 hour before the cleaning.

Cancellations from Agnes Städ: The cancellation can occur the same day and extra cleaning is given if possible. See under section what applies in case of cancellation due to illness of regular staff.

🔑 Access to cleaning object

To be able to perform its commitments, Agnes Städ must have free access to the customer's home when the customer's cleaning time and cleaning day falls. Free access means that one can enter the home during the agreed time and at the same time be able to leave it when one is finished. For it to work, the customer must ensure that door codes and keys are available and current.

Agnes Städ will try to contact the customer on provided phone numbers to determine how to solve the situation if free access is not possible. Agnes Städ must reach the customer within 30 minutes, otherwise the cleaning time is seen as forfeited and the customer pays as for a regular cleaning. Agnes Städ waits max 60 minutes from the time the cleaning was scheduled to, provided that the customer has been reachable within the first 30 minutes and one has reached an agreement where the customer ensures that the cleaning object becomes accessible within these 60 minutes from planned cleaning start.

🛡️ Alarms, keys and security

Security is Agnes Städ's customers' and employees' safety and shall permeate our work and our routines.

✅ Confidentiality agreement with all staff
✅ Upon employment, extracts are made from the criminal record
✅ Security routines (key management) via advice from the Swedish Theft Prevention Association
✅ Keys are handled coded
✅ All staff wear company clothes

Keys are handled based on the customer's will, easiest is however that Agnes Städ has a key to the customer's home. If the customer does not wish to give out a key, it is possible that the customer instead opens for Agnes Städ's staff, and locks when the cleaning is performed. It is also possible to agree on a key solution with a fixed place where the key is picked up/left.

In access solutions where the customer specifies a place where a key is kept and left and is outside the customer's home, Agnes Städ is not responsible for this procedure. This applies primarily to unlocked places but also lockable loose objects such as lockable mailboxes etc.

💰 Prices and invoicing

Agnes Städ charges for home cleaning per hour. Invoicing takes place 1 time/month in arrears with 15 days payment terms. Any objections to the invoice must be made no later than the same day as the due date on the invoice. In case of non-payment, the case goes to debt collection. Late payment interest is charged according to law.

⚠️ Complaints and insurance

The customer shall have taken out home insurance. The home insurance covers the most common occurring damages in the home. In addition to the customer's home insurance, Agnes Städ has taken out a liability insurance. This means that if Agnes Städ or its staff through negligence (carelessness) causes property or personal injury, Agnes Städ compensates such damage (direct damage or direct loss).

Regardless of which damage occurs, the damage should be reported no later than 24 hours after the customer's homecoming the day when the cleaning was performed. Damages reported later than 10 days after this will not be considered. The later a damage report is made by the customer, the more difficult it becomes to determine who bears the responsibility.

Damages to fixed and loose property such as floors, stoves, beds and other furniture are checked primarily by us together with the customer. If necessary, an independent surveyor is brought in to determine the extent of the damage and who caused the damage. If it is established that it is Agnes Städ who caused the damage, we will compensate the customer.

Damages that are not compensated: Damages that have arisen due to lack of information to the cleaner e.g. regarding care of a certain type of material, Agnes Städ does not compensate. Agnes Städ also does not compensate damages caused due to loose/fixed inventory not being correctly mounted or placed (e.g. window sills that are not stuck). If loose or fixed property requires special care, this shall be notified to Agnes Städ who then writes this into the work order. Wear and tear damages to fixed inventory that arise during a normal and responsible cleaning are not compensated.

⚖️ Compensation and price deduction

All complaints and questions regarding this shall be taken directly with Agnes Städ. Agnes Städ sells cleaning hours and only charges for this. If the customer is dissatisfied, they may immediately cancel the cooperation but pay for the time Agnes Städ has been with the customer.

Compensation for poorly performed cleaning is only given upon direct agreement with the customer. If we together agree on a compensation level that we both accept, we depart from the rule that one must pay for a cleaning one is dissatisfied with.

The reason for this is that we want to avoid a customer booking a test cleaning a whole day to then claim that they are dissatisfied, do not want to pay a single kroon for the service and are not interested in a continued cleaning agreement.
Deduction on invoice may not be made without consent from Agnes Städ. Payments of any damages are made directly to the customer and may in no way be offset against customer invoices.

Compensation on cleaning equipment is not given. Regardless of the reason why the cleaning equipment breaks, no compensation is given to the customer. Cleaning equipment is something that is used to perform the service and wear/technical errors can occur. For these reasons, the customer is responsible for the purchase and maintenance of cleaning equipment in their home.

🚪 Termination

Termination of the cleaning agreement must be made directly to Agnes Städ in writing or via email. The termination comes into force immediately after the customer has sent the termination.

🔨 Dispute

Dispute due to this agreement shall be settled according to the law on arbitration. The customer has given their full consent that the agreement is legally binding. The terms and conditions are part of the signed Agreement on home cleaning that Agnes Städ and the customer have signed. This signed agreement is directly linked to these terms and conditions. The customer is always the person who has filled in their personal identity number on the customer agreement.