Terms of Service – KIMA Cleaners

Last updated: March 2026

These Terms of Service apply to all cleaning services provided by KIMA Cleaners (“KIMA Cleaners”, “we”, “us”, “our”) to any client (“you”, “your”) through our website www.kimacleaners.nl, by phone, email, or any other booking channel. By booking or using our services, you agree to be bound by these Terms of Service.

1. Company details

Additional registration details (such as Chamber of Commerce number and VAT number) will be provided on invoices and can be requested at any time.​

2. Scope of services

2.1 KIMA Cleaners provides residential and commercial cleaning services in and around Amsterdam, including but not limited to regular cleaning, bathroom cleaning, restaurant cleaning, Airbnb cleaning, after‑party cleaning and post‑construction cleaning.

2.2 The exact scope of your service (type of clean, frequency, duration, special instructions) is agreed at the time of booking and confirmed in writing via email or booking confirmation.

2.3 Our standard services do not include: heavy lifting, specialised stain removal, professional carpet or upholstery cleaning, exterior window cleaning at height, mould remediation, or any work requiring specialised equipment or certification, unless explicitly agreed in advance.

2.4 We reserve the right to decline or stop any job where conditions are unsafe, unsanitary beyond normal expectations, or where the requested tasks fall outside our standard service and staff competence.

3. Bookings and scheduling

3.1 You can request a booking via our website, email or phone. A booking is considered confirmed once you receive a written confirmation from us.

3.2 For recurring services, we will agree a regular day and time slot with you. Minor changes to time may occur due to traffic, previous jobs or staff availability; in such cases we will inform you as soon as reasonably possible.

3.3 You are responsible for providing accurate information about the property (size, number of rooms, condition, parking access, entry instructions). If the actual conditions differ significantly, we may adjust the duration, price or decline the service.

3.4 Access to your property must be arranged in advance (keys, code, concierge, or your presence on site). You are responsible for ensuring safe and legal access at the agreed time.​

4. Prices, quotes and payment

4.1 Our prices are displayed on our website or communicated to you in a quote or booking confirmation. Unless stated otherwise, prices are in euros and inclusive of applicable VAT.

4.2 Quotes are based on the information you provide and are indicative if the property’s condition or size is different from what was described. We reserve the right to adjust pricing if additional time or work is required, after discussing this with you.

4.3 Payment is due immediately after the service, unless otherwise agreed in writing. We may accept payment via bank transfer, card, direct debit, or other methods indicated on our website or invoice.

4.4 For business clients and regular contracts, different payment terms may apply as agreed in a separate service agreement or contract.

4.5 If an invoice is not paid by the due date, we may charge statutory interest and reasonable collection costs in accordance with Dutch law. We also reserve the right to suspend future services until payment is received.

5. Cancellations, rescheduling and access

5.1 You may cancel or reschedule a booking free of charge up to a certain time before the appointment (for example 24–48 hours) as stated on our website or in your booking confirmation.

5.2 Cancellations or rescheduling requests received after the free period may incur a late cancellation fee, up to the value of the scheduled service.

5.3 If our cleaner arrives at the property and cannot gain access (for example, no one is home and no keys or codes are available), this will be treated as a late cancellation and the full fee may be charged.

5.4 In the rare event that we must cancel or reschedule (for example due to illness, staff shortages or unforeseen circumstances), we will notify you as soon as reasonably possible and offer an alternative time slot. We are not liable for any indirect costs or losses resulting from such changes.

6. Customer obligations

6.1 You agree to:

  • Provide safe and reasonable access to the property at the agreed time
  • Ensure that electricity, water and lighting are available
  • Inform us in advance of any special surfaces, materials or items that require specific cleaning products or methods
  • Keep valuables and fragile items safely stored, or clearly notify us about them

6.2 You must ensure that the environment is reasonably tidy and free of excessive clutter so that cleaning can be carried out safely and efficiently.

6.3 You are responsible for supervising children, pets and third parties during the service and ensuring they do not interfere with the work or create safety risks.​

7. Equipment and cleaning products

7.1 KIMA Cleaners will normally provide standard cleaning products and basic equipment needed to perform the agreed service, unless otherwise agreed.

7.2 If you prefer that we use your own products or equipment (for example, for allergy or surface‑care reasons), you must inform us in advance and ensure that these products are safe and suitable for the intended surfaces.

7.3 We are not liable for damage arising from the use of cleaning products or equipment supplied by you, provided we used them as directed.

8. Staff, safety and conduct

8.1 Our cleaners are selected, trained and instructed to perform services with care and professionalism.

8.2 You agree to treat our staff with respect, and not to request or require any illegal, unsafe or inappropriate tasks.​

8.3 For safety reasons, our staff may decline to clean certain areas or items if they consider the task unsafe (for example, working at height without proper equipment, handling hazardous materials).

8.4 You agree not to directly solicit or employ our staff for private work outside KIMA Cleaners during the period of service and for a reasonable period thereafter, unless otherwise agreed in writing.

9. Satisfaction, complaints and our guarantee

9.1 We aim to provide a high‑quality service and operate a satisfaction approach as described on our website.

9.2 If you are not satisfied with any aspect of the cleaning, you must notify us within 24 hours of the service, with details and, if possible, photos.

9.3 Where a complaint is justified and relates to our performance, we may, at our discretion, offer one of the following:

  • Arrange a re‑clean of the affected area, or
  • Offer a partial credit or discount for a future service.

9.4 Our satisfaction approach does not apply where:

  • The property was in an unusually poor condition not previously disclosed
  • Additional tasks were requested on the day beyond the agreed scope and time
  • Normal wear, permanent stains or damage make “as new” results impossible​

10. Damage, loss and liability

10.1 KIMA Cleaners holds appropriate liability insurance in line with industry practice in the Netherlands.

10.2 If our staff cause damage to your property as a direct result of proven negligence during the service, you must notify us in writing as soon as possible and in any case within 48 hours after the service.

10.3 We may request photos, information and, if necessary, access to inspect the damage. Where liability is established, we will repair or compensate the damage in accordance with our insurance terms and up to the applicable policy limits.​

10.4 We are not liable for:

  • Pre‑existing damage, wear and tear, or inherent defects
  • Discoloration or damage caused by incorrect information about surfaces or materials
  • Loss of cash, jewellery or valuables that were not safely stored and not specifically pointed out to us in advance
  • Indirect or consequential losses (such as loss of income, loss of rent, or business interruption)

10.5 To the maximum extent permitted by law, any overall liability of KIMA Cleaners arising out of or in connection with a single service is limited to the total amount paid by you for that service.

11. Personal data and privacy

11.1 We process personal data (such as name, contact details, address, payment information) to manage bookings, deliver services and handle invoicing and customer support.

11.2 We treat your personal data in accordance with applicable data protection laws, including the GDPR. More details about how we handle your data are set out in our separate Privacy Policy published on www.kimacleaners.nl.[2]​

11.3 We do not sell your personal data to third parties. We may share data with service providers who support our operations (for example, payment processors, IT providers), under appropriate safeguards.​

12. Force majeure

12.1 We are not liable for any delay or failure to perform our obligations due to events beyond our reasonable control, including but not limited to extreme weather, strikes, power failures, government measures, pandemics, or other force majeure events.

12.2 In such cases, we will inform you as soon as reasonably possible and, where feasible, arrange a new appointment.​

13. Changes to services or terms

13.1 We may update or change our services, prices and these Terms of Service from time to time.

13.2 The most recent version of the Terms of Service will always be available on our website and will apply to new bookings from the date of publication.

13.3 If changes significantly affect existing recurring clients, we will notify those clients by email or in writing, indicating when the new terms will take effect.​

14. Governing law and disputes

14.1 These Terms of Service and any agreement between you and KIMA Cleaners are governed by the laws of the Netherlands.

14.2 In the first instance, we encourage you to contact us directly to resolve any complaint. If we cannot reach an agreement, disputes may be submitted to the competent court in Amsterdam, unless mandatory law prescribes a different court.