Terms of service – Plauname

This is an English translation for your convenience. If the English and Lithuanian versions differ, the Lithuanian version prevails.

These Terms of Service (the “Terms”) set out how services are booked, provided, paid for and accepted, as well as the rights and obligations of the Service Provider and the Customer (client). These Terms are the standard terms of a contract for paid services, concluded in accordance with Articles 6.185 and 6.716 of the Civil Code of the Republic of Lithuania (the “CC”). By booking services on the website, confirming a booking or letting the Service Provider's staff into the premises (conduct implying consent under Article 1.71(2) of the CC), the Customer confirms that they have read these Terms and accept them unconditionally.

1. Booking, advance payment and withdrawal from the contract

1.1. A booking is considered confirmed only after the Service Provider has agreed the scope of the services and a provisional time with the Customer and has received the Customer's confirmation.

1.2. The Service Provider may require an advance payment of up to 50% (fifty per cent) of the provisional estimate of the booking.

1.3. The advance payment must be made within the stated period before work begins. If the Customer refuses to pay the advance, the Service Provider may treat the booking as cancelled by the Customer, with no consequences for the Provider.

1.4. Under Article 6.721(1) of the CC, the Customer may unilaterally terminate the contract before the service is provided, but in that case must compensate the Service Provider for expenses actually incurred and supported by documents. If the Customer cancels the booking after paying the advance but more than 24 hours before the scheduled start of work, the advance is refunded to the Customer minus the direct expenses actually incurred by the Service Provider (including but not limited to transaction fees charged by the bank or payment operator).

2. Cancellation and late fee

2.1. A booking may be cancelled or rescheduled free of charge by notifying the Service Provider at least 24 hours before the scheduled start of work.

2.2. If the Customer cancels the booking less than 24 hours before work begins, or does not let the Service Provider's staff into the premises within 20 minutes of the agreed time, the Service Provider is entitled to compensation for losses actually incurred (Article 6.721(1) of the CC), charged as a fixed call-out and scheduling fee covering transport and reserved working time.

3. Acceptance of work and complaints

3.1. Under Article 6.662(1) of the CC (applied to the acceptance of services by analogy under Article 1.8 of the CC), the Customer must be present at the completion of the work on site, or send an authorised representative, and inspect the quality of the services immediately after being told that the work is finished. Final payment for the services, or leaving the premises without remarks, is treated as acceptance of the work without complaints.

3.2. Any obvious defects noticed must be pointed out on site. The Service Provider undertakes to fix obvious defects promptly and free of charge on site before the Customer makes the final payment.

3.3. Under Article 6.662(3) of the CC, a Customer who accepts the work without inspecting it loses the right to rely on defects that could have been found during an ordinary inspection (obvious defects). Once the Service Provider's staff have left the site, complaints about obvious defects (dust, cleanliness of surfaces, easily visible dirt) are not accepted.

3.4. Complaints after acceptance of the work can only be considered if hidden, well-founded defects are found that the Customer could not notice during acceptance for objective reasons (Article 6.662(4) of the CC). The Customer must notify the Service Provider of such defects in writing (with photos) within a reasonable time, but no later than 24 hours after the work was completed, and without carrying out any cleaning or other intervention themselves.

4. Acceptable quality tolerance and specifics

4.1. Cleaning services are done by hand, so a small acceptable tolerance is recognised – minor, isolated, insignificant irregularities (e.g. a single trace of dust on a hard-to-reach surface, a minimal streak on glass visible only at a certain angle of light) that do not materially affect the overall cleanliness and hygiene of the premises.

4.2. Under Article 6.663 of the CC and the general principles of justice, reasonableness and good faith (Article 1.5 of the CC), insignificant irregularities are not considered a breach of service quality or a material defect, and do not give the Customer the right to unilaterally reduce the agreed price or refuse to pay the invoice.

4.3. The Service Provider does not guarantee the complete removal of deep, old stains, limescale, mould, chemical burns or the effects of physical wear of materials if such dirt has damaged the structure of the surface itself.

5. Preparing the premises and limitation of liability

5.1. Before work begins, the Customer must remove and safely store valuables, money, jewellery and particularly fragile items.

5.2. In line with the Customer's duty to cooperate (Articles 6.718 and 6.659 of the CC), before work begins the Customer must warn the Provider, in writing or on site, of any technical defects in the premises: loose or breaking shelves, damaged plumbing, unstable furniture, special materials requiring particular care (e.g. unsealed marble, oiled wood).

5.3. The Service Provider is not liable for damage caused by the Customer's failure to warn of pre-existing hidden defects in structures or finishes, wear and tear or improper previous care (Article 6.253(4) of the CC – exemption from civil liability due to the actions of the injured party).

6. Safety and suspension of work

6.1. The Service Provider may immediately and unilaterally suspend or stop the work and leave the premises if the Customer behaves aggressively, uses psychological or physical violence, insults staff, is under the influence of alcohol or other substances, or if there is a threat to the health and safety of staff on the premises (uninsulated electrical wires, biological contamination, uncontrolled aggressive animals).

6.2. In such a case, under Articles 6.64(1), 6.207 and 6.217 of the CC, the provision of services is deemed to have become impossible due to the Customer's material breach of contractual obligations and failure to cooperate. The Service Provider is released from any liability (Article 6.253 of the CC), and the Customer must pay for the part of the work actually done and compensate the Provider for direct expenses incurred.

7. Actual condition differing from the description and price adjustment

7.1. The price given when booking is provisional (an approximate estimate under Article 6.653(2) of the CC), calculated from the information provided by the Customer about the floor area and the expected level of dirt. The final price is confirmed when the Provider arrives on site and assesses the actual condition of the premises before starting work.

7.2. If on arrival it turns out that the actual level of dirt or the specifics of the work require substantially more time or cleaning products than the provisional estimate (Article 6.653(3)–(4) of the CC):

7.2.1. The parties first try to agree on adjusting the scope of work to fit the budget agreed with the Customer (e.g. leaving out certain areas, doing only standard/surface cleaning without removing deep, old dirt or extra services).

7.2.2. If the Customer agrees neither to a price adjustment nor to a change in scope and refuses the services, the contract is deemed terminated by the Customer (Article 6.721(1) of the CC), and the Customer must pay the call-out (transport) and reserved working time costs actually incurred by the Service Provider.