Terms and Conditions

WITTY WIPE TERMS & CONDITIONS

Effective Date: 01 Aug, 2025

A. General Provisions

  1. Operator & Legal Identity
    These Terms & Conditions (“Terms”) govern use of the cleaning services marketplace platform WITTY WIPE, owned and operated by Aksa UG (haftungsbeschränkt), a German limited liability company, headquartered at 115, 10117 Berlin, registered at Charlottenburg Court under HRB [insert].
    The WITTY WIPE platform is available via www.wittywipe.de and related subdomains (collectively, the “Platform”).
  2. Trademark Notice
    “Witty Wipe, Wipe, Sparkle, Repeat” is a registered trademark of Aksa UG (haftungsbeschränkt).
  3. Acceptance of Terms
    By accessing or using the Platform—including the website, mobile app, Customer Dashboard—you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and applicable payment terms. If you disagree, do not use the Platform.
  4. Nature of the Platform
    WITTY WIPE functions as a marketplace, connecting Customers with independent Service Providers (cleaning professionals or companies). Aksa UG does not employ cleaners nor directly perform cleaning services. Service Providers are independent third parties responsible for their own performance and compliance.
  5. Role Definitions
    • Customer: an individual or business using the Platform to book cleaning services.
    • Service Provider: a company or self-employed individual providing cleaning services through our Platform.
    • After-Cleaning Report: a summary document submitted by the Service Provider after completion of service, noting tasks performed, observations, and Customer feedback.
    • Customer Dashboard: the web-based interface through which Customers manage bookings, payments, feedback, and service records.
  6. Liability Disclaimer
    Unless otherwise obliged by law, Aksa UG bears no responsibility for the acts, omissions, or performance quality of Service Providers. All liability arising from the cleaning service—such as damages, injury, deficiencies—must be addressed directly with the Service Provider. Aksa UG facilitates communication but makes no guarantees regarding outcomes or satisfaction.
  7. Indemnification
    Customers agree to indemnify Aksa UG, its affiliates, and representatives against any claims, liabilities, losses, or costs arising from their use of the Platform, breach of these Terms, or improper interactions with Service Providers.

B. Policy and Service Provisions (Sections 1–20)

1. Appointment Confirmation & Cancellation

  • Customers must provide at least 48 hours’ notice to cancel or reschedule without penalty.
  • Changes made less than 48 hours before scheduled time will incur a cancellation fee equal to the first four hours or full order amount—whichever is less.
  • Bookings appear in Customer Dashboard. Confirmed appointments require paid booking.
  • First-time bookings via email, phone, or chat require Platform approval. Approval subjects Customers to these Terms.

2. Arrival Day & Time Flexibility

  • Scheduled times are estimated and may change due to illness or unforeseen events.
  • Platform aims to notify Customers promptly of any changes.
  • Cleaning is available 24/7, but precise arrival and departure times are not guaranteed.
  • Customers may provide preferred timing requests during booking.

3. Duration & Pricing Structure

  • Minimum booking is 2 hours. Customers are billed for at least 2 hours even if service completes sooner.
  • Billing runs in 30-minute increments for actual service time.
  • Specialty tasks (steam cleaning, sanitization, ironing, gardening, etc.) may incur additional fees or require packages like Deep Cleaning or Move-In/Out Cleaning.
  • Extensive scope may trigger extra charges, subject to Customer approval before service.

4. Breakages & Accidental Damage

  • Cleaners exercise care, but accidental damage may occur.
  • Customers must record issues in the After-Cleaning Report
  • We do not accept responsibility for damage caused by hazardous conditions or unattended personal items.
  • Cleaners are responsible only for justifiable breakages they cause.

5. Valuables, Electronics & Heavy Items

  • Items valued over €400 must be disclosed in writing before cleaning; cleaning of such items is Customer-requested only and Customer assumes responsibility.
  • Cleaning of electronics requires explicit written Customer consent; Customer assumes full risk.
  • Items over 25 kg must be moved by the Customer; cleaners may refuse to move them.

6. High-Area Cleaning

  • Cleaning above 5 m is prohibited unless safe equipment is provided.
  • Service Providers may refuse high-area tasks without proper tools.

7. Completion & After-Cleaning Report

  • After service, Customers must inspect the premises and complete the After-Cleaning Report, including duration confirmation and feedback.
  • Complaints or notes should be recorded in the comments field

8. Cleaning Equipment

  • Customers state if equipment (vacuum, mop, ladder, solvents) must be supplied by Service Provider.
  • Bringing equipment may trigger extra charges; fees not included in booking must be approved by Customer in advance via email.

9. Dedicated Cleaners

  • Post first service, Witty Wipe attempts to assign the same cleaner in subsequent visits.
  • If unavailable, Support will coordinate alternatives.
  • Single-cleaner bookings are possible online; team bookings require direct support assistance.

10. Preparation by Customer

  • Customers should declutter surfaces to streamline cleaning.
  • Heavily cluttered areas may be declined for safety or efficiency.
  • During initial cleaning, Customers should brief the assigned cleaner personally.

11. Health, Safety & Restricted Conditions

  • Cleaners do not handle human or pet waste, feces, urine, or pest infestations.
  • Advance notification is required when such conditions exist.
  • Cleaners use closed-toe, non-slip shoes; “shoes-off” environments may be declined.
  • Only attested, approved cleaning supplies are used.

12. Security & Platform Protection

  • Probing, crawling, scraping, vulnerability scanning, or unauthorized access to the Platform is prohibited.
  • Penetration testing or automated attacks—even under the guise of bug reporting—is not permitted without prior written consent.
  • Legal or regulatory remedies may be pursued against violators.

13. Opt‑Out & Non‑Circumvention Policy

  • Customers can work directly with a Service Provider by paying a non-refundable €800 Opt-Out Fee per cleaner
  • Email contact@wittywipe.de specifying the cleaner and receive confirmation within 5 business days of payment.
  • Direct engagement outside the Platform without opt-out violates these Terms.

14. Payment Terms & Methods

  • Non-subscribers must pre-pay before service.
  • Final payment due within 5 days of request.
  • If automatic payment fails, an invoice is sent.
  • Payments are handled via SumUp or Stripe; Customer consent is implied with first payment.
  • Methods accepted: Credit/Debit Card, SOFORT, SEPA, PayPal. No cash accepted.
  • Invoices are emailed post-service; monthly billing is available when agreed.

15. Pets

  • Customers must secure pets that may pose risk to cleaners.
  • Cleaners are not responsible for pet-related accidents, escapes, or injuries to animals.

16. Marketing Communications

  • By providing contact information, Customers consent to receive promotional emails, updates, and cleaning tips.
  • To unsubscribe, email contact@wittywipe.de—removal carried out within 24 hours.
  • Do not mark communications as spam to ensure proper opt-out.

17. Subscription Services

  • Subscribed customers receive discounted pricing and option to schedule regular cleaning (Mon–Sun).
  • If inactivity or cancellation persists beyond 30 days, subscription is terminated.
  • Re-activation may involve revised pricing.
  • For subscription queries, contact Customer Support.

18. Scheduling & Property Access

  • We prefer properties to be unoccupied during cleaning.
  • If this isn’t feasible, Customers must schedule around events such as calls or naps.
  • Service Providers reserve the right to refuse tasks that interfere with daily routines or impair safety.

19. Tipping Policy

  • Gratuity is optional and appreciated.
  • Cleaners value a tip of 10–20%, though it’s not required.

20. Customer Support Access

  • Email support is available 24/7.
  • Phone and WhatsApp support provided daily from 10 AM to 6 PM local time.
  • For unresolved issues or clarifications, contact: contact@wittywipe.de.

C. Final Provisions & Confirmation

By accessing or using the WITTY WIPE Platform and/or booking or paying for cleaning services, you confirm that:

  • You have read, understood, and agree to these Terms.
  • You accept the Privacy Policy and any other related policies.
  • You authorize WITTY WIPE to share your contact details with the assigned Service Provider for service delivery, billing, or, if necessary, debt recovery after 30+ days.
  • WITTY WIPE may—with or without notice—remove any user or Service Provider from the Platform at its sole discretion.