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These general terms and conditions apply to all cleaning services provided by Ataman, Rue du Lavoir 19, 1000 Brussels, company number BE 0000.000.000 (hereinafter ‘we’), for both private and business customers.
1. Quotations and prices
The price displayed by the website’s calculator is an estimate based on the information provided by the customer (type of premises, floor area, frequency, options). Prices are quoted in euros, inclusive of VAT for private customers. If the situation on site differs significantly from the description (surface area, exceptional condition, access), we will inform the customer before starting work and propose an adjusted price.
2. Booking and deposit
The booking is confirmed once the time slot has been approved by our team and, where applicable, a deposit of 20 per cent of the price has been paid. The balance is payable after the service has been provided, no later than 8 days after the invoice date.
3. Cancellation and rescheduling
The client may cancel or reschedule a service free of charge up to 48 hours before the scheduled start time; the deposit will then be refunded or carried over. In the event of cancellation less than 48 hours in advance, the deposit is forfeited. If the team is unable to access the venue at the agreed time, the service is considered to have been cancelled at short notice.
4. Service Vouchers
For regular home cleaning, payment by service vouchers is accepted in accordance with the regulations of the Brussels-Capital Region: one hour’s work corresponds to one service voucher. Services that are not eligible (external windows, offices, post-construction cleaning) are invoiced as normal.
5. Client’s obligations
The client must provide access to the premises, water and electricity, and must point out any fragile or valuable items and any surfaces requiring special treatment. We do not move heavy furniture and do not carry out work at heights above the second floor without suitable equipment agreed in advance.
6. Quality and complaints
Any complaints regarding quality must be raised with us within 24 hours of the service being provided, accompanied by photographs where possible. If the complaint is valid, we will return free of charge to rectify the issue raised.
7. Liability and insurance
We are covered by professional indemnity insurance. Our liability is limited to direct damage caused by proven negligence on the part of our staff. Any damage must be reported within 24 hours. Normal wear and tear, pre-existing defects and damage resulting from incomplete information provided by the client are excluded.
8. Governing Law
These terms and conditions are governed by Belgian law. In the event of a dispute, the parties shall first seek an amicable solution; failing that, the courts of the judicial district of Brussels shall have jurisdiction, without prejudice to consumer protection rules. The consumer may also contact the Consumer Mediation Service.