Terms & Conditions

2. Services We Offer

Trustline Services NL provides professional cleaning services for residential and commercial customers in the Netherlands. Our services may include:

• Residential cleaning
• Deep cleaning
• Move-in / move-out cleaning
• Commercial and office cleaning
• Post-renovation cleaning
• Window cleaning
• Garden and terrace cleaning
• Airbnb or short-stay turnover cleaning
• Other cleaning-related services agreed in writing

The exact scope of work depends on the selected service, the quote provided, the condition of the property, and any additional requests agreed before or during the appointment.

3. Booking and Confirmation

Submitting a booking request or quote request through our website, WhatsApp, phone, or email does not automatically guarantee availability. A booking is only confirmed once Trustline Services NL has reviewed the request and confirmed the appointment by email, phone, WhatsApp, or another written communication. We reserve the right to decline, reschedule, or adjust a booking if:

• No cleaner is available
• The requested date or time is unavailable
• The service request is outside our service area
• The requested work is unsafe or outside our service scope
• The property condition requires more time, equipment, or specialist service than initially expected
• Payment, deposit, or required confirmation has not been received

4. Quotes and Pricing

Quotes are based on the information provided by the customer, including property size, condition, service type, location, access details, photos, and special requests. If the actual condition of the property is different from the information provided, we may adjust the price, required hours, or scope of work. Additional charges may apply for:

• Heavy dirt, grease, dust, limescale, or buildup
• Post-renovation dust
• Excessive pet hair
• Large amounts of clutter
• Additional rooms or areas not mentioned during booking
• Extra appliances, cabinets, windows, balconies, gardens, or terraces
• Requests added on the day of service
• Properties larger than originally stated
• Lack of access to water, electricity, heating, or suitable working conditions

If additional time or cost is required, we will try to contact the customer for approval before continuing. If we cannot reach the customer, we may complete only what is possible within the booked time or stop the service if it cannot be completed safely or reasonably.

5. Minimum Hours and Additional Time

Some services may have a minimum booking duration. If the cleaning requires more time than originally estimated, additional time may be charged at the applicable hourly rate. Additional time is subject to cleaner availability and customer approval.

6. Add-On Services

Certain tasks may not be included in the standard service and may require additional charges or prior approval. Add-on services may include, but are not limited to:

• Inside oven cleaning
• Inside fridge cleaning
• Inside cabinet or drawer cleaning
• Interior window cleaning
• Detailed blind cleaning
• Heavy-duty cleaning
• Extra pet hair removal
• Dishwashing
• Balcony, terrace, or garden cleaning
• Post-renovation dust removal
• Wall spot cleaning or wall washing, if accepted
• Extra rooms or storage areas
• Upholstery or carpet cleaning, if offered
• Pressure washing, if offered

Add-on availability depends on the cleaner, equipment, safety conditions, and the requested service.

7. Services We Do Not Provide

For safety, hygiene, and liability reasons, we do not provide certain services unless specifically agreed in writing. We do not clean or handle:

• Human or animal bodily fluids
• Blood, feces, vomit, urine, or hazardous waste
• Cat litter boxes, animal cages, or animal waste
• Severe mold removal
• Pest infestation areas
• Hoarding conditions
• Biohazardous materials
• Fire or smoke damage restoration
• Chemical or industrial hazards
• Heavy construction debris
• Dangerous or illegal items
• Areas that are unsafe, unstable, or inaccessible

We also do not perform work that requires specialist licensing, hazardous material handling, pest control, or professional restoration services.

8. Right to Refuse or Stop Service

We reserve the right to refuse, pause, or stop service if:

• The property is unsafe
• The environment is excessively unsanitary
• There are aggressive pets or unsafe animals
• There are weapons, illegal items, or threatening behavior
• Essential utilities are unavailable, such as water or electricity
• The job is materially different from what was booked
• The cleaner is treated disrespectfully or feels unsafe
• The scope of work is outside what we can reasonably provide

If service is refused or stopped due to unsafe conditions, lack of access, incorrect booking information, or customer-related issues, a cancellation, lockout, or call-out fee may apply.

9. Cleaning Day Preparation

To help our cleaners focus on cleaning, customers should prepare the property before arrival by:

• Removing clutter from floors, countertops, and surfaces
• Securing valuables, fragile items, and personal documents
• Providing access to all areas to be cleaned
• Ensuring electricity, water, and lighting are available
• Securing pets
• Providing parking or access instructions where needed
• Informing us of fragile items, damaged surfaces, or special instructions

If cleaners are required to spend time tidying, organizing, or moving items before cleaning can begin, the service may take longer and additional charges may apply.

10. Arrival Window

We aim to arrive at the agreed time or within the agreed arrival window. However, exact arrival times cannot always be guaranteed due to traffic, weather, parking, previous job delays, or other operational factors. If we expect a significant delay, we will try to notify the customer using the contact details provided.

11. Customer Access and Lockouts

The customer is responsible for ensuring that our cleaners can access the property at the scheduled time. If we cannot access the property, cannot reach the customer, or are turned away upon arrival, the booking may be treated as a no-show or lockout. Customers should provide accurate access instructions before the appointment, including keys, codes, intercom details, parking information, or contact person details. If the customer chooses to leave a key in an unsecured place or leave a door unlocked, Trustline Services NL is not responsible for theft, loss, or damage resulting from that access method.

12. Cancellation, Reschedule, Same-Day Cancellation, and Lockout Policy

Customers must notify Trustline Services NL as early as possible if they need to cancel or reschedule a booking. Our cancellation and rescheduling policy is as follows: Cancellation or Reschedule: Free of charge when requested before the same day of service and before the cleaner has been dispatched. Same-Day Cancellation / Recall: If the customer cancels on the same day of service, recalls the cleaner, or asks to cancel after the cleaner has already been scheduled, dispatched, or prepared for the appointment, 50% of the service fee will be charged. The customer may choose to reschedule the service. No-Show / Lockout: If the cleaner cannot access the property, the customer is unreachable, access details are incorrect, the cleaner is turned away at the door, or the service cannot begin due to customer-related access issues, 100% of the service fee will be charged. The customer may choose to reschedule the service with an additional €75 rescheduling fee. Trustline Services NL may also reschedule a service due to illness, cleaner emergency, unsafe weather, transport disruption, operational issues, or other circumstances outside our control.

13. Pets

We are happy to work around pets when it is safe to do so. Customers must inform us in advance if pets will be present. For the safety of cleaners and pets, animals should be secured or kept away from the cleaning area during the service. If a pet becomes aggressive, anxious, or creates unsafe working conditions, the cleaner may leave and the applicable cancellation or service fee may apply.

14. Utilities, Supplies, and Equipment

Customers must ensure that electricity, running water, and adequate lighting are available during the service. Depending on the booking, Trustline Services NL may bring supplies and equipment, or the customer may provide them. This must be agreed before the appointment. If the customer requests that we use their vacuum, mop, cleaning products, or equipment, we are not responsible for pre-existing damage, malfunction, or poor performance of the customer's equipment. If required supplies or equipment are unavailable, certain tasks may not be completed.

15. Unreachable Areas and Heavy Items

For safety reasons, cleaners do not climb ladders, work at unsafe heights, or move heavy furniture or appliances. Cleaners may use a small step stool only when safe and appropriate. If the customer wants cleaning behind or under heavy furniture or appliances, those items must be moved before our arrival.

16. Fragile Items, Damage, and Breakage

Our cleaners take reasonable care while performing services. However, accidents can occasionally happen. Customers should inform us in advance about fragile, valuable, unstable, damaged, or irreplaceable items, including:

• Artwork
• Antiques
• Collectibles
• Heirlooms
• Loose fixtures
• Poorly mounted shelves, mirrors, or frames
• Damaged furniture or surfaces
• Delicate stone, wood, glass, or specialty materials

Trustline Services NL is not responsible for damage caused by normal wear and tear, pre-existing damage, poor installation, loose or unstable items, materials that are not suitable for standard cleaning products, customer-provided cleaning products or equipment, or items not disclosed as fragile, valuable, or unstable. Any damage or breakage claim must be reported within 24 hours of service completion, with photos and a clear description of the issue.

17. Satisfaction Policy and Re-Clean Requests

Customer satisfaction is important to us. If you are not satisfied with a completed service, you must contact us within 24 to 48 hours after the appointment. Please provide your name, service date, address, description of the issue, and photos where possible. If the issue relates to an area included in the agreed scope of work, we may offer a re-clean of the missed area at no additional charge. Re-clean requests do not apply to areas not included in the original booking, areas that were inaccessible during the service, additional tasks requested after the service, issues caused after the cleaner left, properties requiring more time than booked, or wear, damage, stains, mold, limescale, or buildup that cannot be fully removed through standard cleaning. Refunds are not automatically provided. Where appropriate, we may offer a re-clean, partial credit, or another resolution at our discretion.

18. Payments

Payment terms will be confirmed at the time of booking or invoicing. Trustline Services NL may accept payment by bank transfer, online payment link (if available), credit or debit card (if available), or other approved payment methods confirmed in writing. Our business bank details are: Account name: Trustline Services IBAN: NL75 INGB 0119 9556 60 VAT number: NL004861783B47 Please include your invoice number, booking reference, or full name when making a bank transfer. Trustline Services NL does not accept cash unless explicitly agreed in writing before the appointment. For some services, a deposit, prepayment, or payment confirmation may be required before the appointment. If required payment is not received on time, we may cancel or reschedule the booking. Invoices must be paid by the due date stated on the invoice. Late payments may result in delayed future services, suspension of future bookings, collection action, or additional administrative charges where legally permitted.

19. Recurring Services

Recurring services may be offered weekly, bi-weekly, monthly, or on another agreed schedule. Recurring pricing may depend on frequency, property condition, scope of work, and cleaner availability. If a recurring customer skips appointments, changes frequency, adds extra tasks, or the property condition changes significantly, we may adjust the price or required cleaning time. Recurring service discounts, if offered, may only apply after the initial clean or after a minimum number of completed appointments.

20. Commercial Cleaning

Commercial cleaning services are subject to a separate quote and may require a written service agreement. Commercial clients are responsible for providing accurate information about the premises, access, security, cleaning frequency, required tasks, sanitary supplies, and health and safety requirements. Additional terms may apply for recurring office, retail, clinic, hospitality, or business cleaning contracts.

21. Photos and Marketing

We may take before-and-after photos for service documentation, quality control, training, complaint handling, or internal records. We will not publish identifiable photos of a customer's private property for marketing without consent. If you allow us to use photos for marketing, you confirm that you have the right to grant permission. You may withdraw permission for future use by contacting us in writing.

22. Reviews and Feedback

We may ask customers to leave a review after service completion. Reviews are voluntary. By submitting a review, testimonial, or feedback, you allow Trustline Services NL to use the review for marketing, website, or social media purposes unless you request otherwise in writing.

23. Non-Solicitation of Cleaners

Customers agree not to directly hire, solicit, or privately engage cleaners introduced by Trustline Services NL without our written permission. Our cleaners, subcontractors, and service providers represent a significant investment in recruitment, vetting, training, scheduling, and quality control. If a customer directly hires or attempts to hire a cleaner outside Trustline Services NL, we reserve the right to stop providing services and may pursue compensation where legally permitted.

24. Website Use

The content on our website is provided for general information and service booking purposes. You agree not to misuse the website, attempt unauthorized access, submit false information, interfere with website security, or use the website for illegal or harmful purposes. We may update website content, services, pricing, and availability at any time.

25. Limitation of Liability

To the maximum extent permitted by law, Trustline Services NL is not liable for indirect, incidental, special, or consequential losses, including loss of business, loss of income, loss of opportunity, or emotional distress. Our liability for any claim related to a service is limited to the amount paid for the specific service giving rise to the claim, unless a higher liability is required by applicable law. Nothing in these Terms excludes liability that cannot legally be excluded.

26. Force Majeure

Trustline Services NL is not responsible for delays, cancellations, or failure to perform services caused by events outside our reasonable control, including illness, accidents, extreme weather, transport disruption, strikes, government restrictions, utility failures, emergencies, or unsafe conditions.

27. Privacy

We handle personal data according to our Privacy Policy, which is available on our website. By requesting a quote, booking a service, or contacting us, you acknowledge that we may process your personal data for booking, service delivery, communication, payment, and business administration purposes.

28. Changes to These Terms

Trustline Services NL may update these Terms and Conditions from time to time. The latest version will be posted on our website. The version in effect at the time of booking will apply to that booking unless changes are required by law.

29. Governing Law

These Terms and Conditions are governed by the laws of the Netherlands. Any dispute will first be handled through good-faith communication between the customer and Trustline Services NL. If the dispute cannot be resolved, it may be submitted to the competent court in the Netherlands, unless mandatory consumer law provides otherwise.