General Terms & Conditions

01Scope

These General Terms and Conditions govern all services, quotations and contractual relationships between KeNoSa Reinigung GmbH (“KeNoSa”) and its customers.

They apply to both private and business customers, unless otherwise agreed in an individual quotation, order confirmation or separate written arrangement.

Individual written agreements, in particular quotations or order confirmations, take precedence over these Terms.

02Service Provider

03Enquiries, Quotations and Formation of Contract

Enquiries made via the website, by telephone, email, WhatsApp or through the contact or quotation form are non-binding.

Submitting a quotation request through the website does not constitute a binding order.

A contract is formed in particular when:

• a quotation is accepted by the customer;
• KeNoSa confirms an order in binding form; or
• a cleaning appointment or service is otherwise agreed in binding form.

Quotations are based on the information provided by the customer regarding the property, its size and condition, the services requested and other circumstances relevant to performance.

If it becomes apparent before or during execution that the actual circumstances differ materially from the information provided, KeNoSa will inform the customer where possible before carrying out any material additional work.

04Scope of Services

The specific scope of services is determined by the individual quotation, order confirmation or other agreement.

KeNoSa provides the agreed cleaning and related services.

Work falling outside the agreed scope may be arranged and invoiced separately following consultation.

KeNoSa may engage suitable employees, assistants or carefully selected subcontractors to fulfil the contract. KeNoSa remains responsible to the customer for proper performance of the contract.

05Prices

The prices stated in the individual quotation, order confirmation or other agreement apply.

Price information on the website is, unless expressly stated otherwise, for guidance only and does not constitute a binding offer.

For time-based services, charges may include actual working time as well as agreed materials, travel costs or additional services.

Foreseeable additional costs will, where possible, be agreed with the customer before they are incurred.

06Additional Work

Additional work may be charged separately if it was not reasonably foreseeable when preparing the quotation based on the information provided. This may apply in particular to:

• significantly heavier soiling than indicated;
• additional rooms or areas;
• restricted access;
• unannounced specialist contamination;
• special safety requirements;
• additional work requested by the customer;
• missing or delayed access to the property;
• unforeseeable waiting times.

KeNoSa will, where practicable, inform the customer before carrying out any material additional work.

07Customer Responsibilities

The customer ensures that KeNoSa has access to the property at the agreed time. In particular, where required for the agreed work:

• keys or access codes must be available in good time;
• electricity and water must be available;
• particularly sensitive materials or surfaces must be disclosed;
• existing damage or material defects must be notified before work begins;
• valuable or particularly sensitive items must be adequately secured;
• pets must be housed so that work can be carried out safely.

The customer must inform KeNoSa of any special risks or other circumstances relevant to safe and proper execution.

08Keys and Access

KeNoSa treats any keys, access cards and access codes entrusted to it with care and in confidence.

They may only be used to carry out the agreed assignment.

Physical access items are returned to the customer after completion of the assignment, as agreed.

Loss of an entrusted access item will be reported to the customer without delay.

09Sensitive Surfaces and Special Items

The customer must inform KeNoSa before work begins about any particularly sensitive, specially treated or valuable materials and items. This applies in particular to:

• natural stone;
• untreated or sensitive wood;
• special coatings;
• sensitive metals;
• antique or valuable furniture;
• special floor coverings;
• specialist glass, window or façade surfaces.

If the suitability of a cleaning method cannot be assessed with confidence, KeNoSa may treat a discreet test area or, following discussion, decline to carry out the relevant work.

10Cleaning Results

KeNoSa carries out the agreed work professionally and with reasonable care.

Complete removal of all stains, deposits or discolouration cannot be guaranteed where these have permanently penetrated materials or where complete removal could damage the surface or material. This may apply in particular to:

• permanently discoloured grout;
• deep-seated stains;
• corrosion;
• material discolouration;
• heavy limescale build-up;
• damaged surfaces;
• age-related wear;
• permanent material changes.

KeNoSa will, where possible, advise the customer if the desired removal would carry a significant risk of damage.

11Complaints and Rectification

If a customer is not satisfied with a cleaning service, KeNoSa should be informed as soon as possible after the issue is identified so that the complaint can be assessed.

Where possible, any visible complaint should be notified within 24 hours of completion of the cleaning and, where appropriate, documented with photographs. This timeframe is intended to facilitate prompt and traceable resolution of complaints and does not limit any mandatory statutory rights.

Where a defect within the agreed scope of services is attributable to KeNoSa, KeNoSa will first be given the opportunity to carry out rectification within a reasonable period.

12Move-Out Cleaning and Handover Guarantee

A handover guarantee exists only where it is expressly agreed in the individual quotation or order confirmation.

Where a handover guarantee has been agreed, it covers the rectification of justified cleaning-related complaints, provided that they:

• relate to the originally agreed scope of cleaning;
• are identified in connection with the property handover;
• are reported to KeNoSa without delay; and
• KeNoSa is given the opportunity to carry out rectification.

The guarantee does not cover in particular: repairs, material damage, normal wear and tear, renovation work, pre-existing damage, work outside the agreed scope, or complaints that cannot be remedied by cleaning.

KeNoSa must be given the opportunity to rectify any justified complaint itself before a third party is engaged at KeNoSa’s expense without prior agreement.

13Appointment Changes and Cancellations

Appointment changes or cancellations should be communicated as early as possible. Unless otherwise agreed in an individual order, the following may apply:

• more than 48 hours before the agreed appointment: generally free of charge;
• between 24 and 48 hours before the appointment: up to 50% of the reserved work or agreed order value;
• less than 24 hours before the appointment or in the event of no access to the property: up to 100% of the reserved work.

Saved costs and any alternative use of reserved capacity will be appropriately taken into account.

KeNoSa may, in particular where an appointment is rescheduled at short notice, waive a cancellation fee in whole or in part.

14Appointment Changes by KeNoSa

If an agreed appointment cannot be kept due to illness, accident, exceptional weather or traffic conditions, force majeure or other circumstances beyond KeNoSa’s reasonable control, KeNoSa will inform the customer as early as possible.

A suitable replacement appointment will be arranged where possible. Mandatory statutory rights are reserved.

15Recurring Cleaning Services

For recurring cleaning services, the cleaning interval, scope, price, duration and notice period are determined by the individual agreement.

Where no specific notice period has been agreed for an open-ended recurring order, a notice period of 30 days may apply unless otherwise provided in the individual agreement.

16Invoicing and Payment

Invoices are payable within 14 days of the invoice date without deduction, unless otherwise agreed.

Other payment terms may be agreed in a quotation or order confirmation.

In the event of late payment, the statutory consequences of default apply. Reasonable costs of necessary reminder or collection measures may be charged additionally to the extent permitted by law.

17Liability

KeNoSa is liable within the limits of statutory provisions for damage attributable to KeNoSa.

No limitation of liability applies where liability is mandatorily prescribed by law, in particular in cases of unlawful intent or gross negligence.

In cases of minor negligence, liability may, to the extent permitted by law, be limited to direct and foreseeable damage.

KeNoSa is not liable for damage not caused by KeNoSa and attributable in particular to: pre-existing damage, normal wear and tear, material or construction defects, improper prior treatment by third parties, sensitive materials that were not disclosed, damaged or unsuitable surfaces, or circumstances beyond KeNoSa’s reasonable control.

Mandatory statutory liability claims are reserved.

18Valuables

Cash, jewellery, securities, important documents, works of art and other particularly valuable or sensitive items should be stored securely before work begins.

Where the particular sensitivity or value of an item is not readily apparent, KeNoSa should be advised before work commences.

19Photographic Documentation

KeNoSa may, where necessary for the documentation of an assignment, existing condition, damage, complaint or cleaning result, take photographs of the relevant work areas.

Such photographs are treated in confidence and processed in accordance with the Privacy Policy.

Publication for website, social media, advertising, references or other marketing requires the express consent of the customer. Acceptance of these Terms does not constitute consent to the use of customer property photographs for marketing purposes.

20Hazardous Materials and Special Contamination

Work involving particular health, biological or safety-related risks is only included in the agreed scope of services if expressly agreed. This may apply in particular to:

• extensive mould contamination;
• biological contamination;
• faecal matter;
• blood or other bodily fluids;
• hazardous chemicals;
• asbestos or potentially asbestos-containing materials;
• pest infestation;
• syringes or comparable hazardous objects.

KeNoSa may decline or suspend such work if safe and proper performance cannot be guaranteed.

21Force Majeure

KeNoSa is not liable for delays or failures to perform caused by exceptional events that KeNoSa could not reasonably have prevented. These may include in particular:

• natural events;
• significant traffic disruptions;
• official measures;
• power or water failures;
• comparable extraordinary circumstances.

Mandatory statutory rights are reserved.

22Data Protection

Personal data is processed in accordance with applicable data protection legislation and KeNoSa’s separate Privacy Policy.

23Amendments to these Terms

KeNoSa may amend these Terms for future contractual relationships.

For contracts already concluded, the terms in effect at the time of conclusion generally apply, unless otherwise agreed subsequently or mandatory law requires a different arrangement.

24Severability

If any provision of these Terms is wholly or partially invalid or unenforceable, the remaining provisions are generally unaffected. The applicable statutory provisions apply in place of any invalid provision.

25Applicable Law and Jurisdiction

Swiss law applies.

The place of jurisdiction is, to the extent permitted by law, the registered office of KeNoSa Reinigung GmbH. Mandatory statutory places of jurisdiction, in particular in favour of consumers, are reserved.