Article 1 — Definitions
- FreshCitrus: FreshCitrus Cleaning Services, trade name of Expert Exact, the contractor.
- Client: the natural or legal person who gives FreshCitrus an assignment.
- Consumer: a client acting as a natural person and not for business or professional purposes.
- Business client: any client who is not a consumer, including owners’ associations, public bodies and educational institutions.
- Cleaning programme: the description in the proposal of rooms, tasks, frequency, time window and exclusions.
- Person-hour: one cleaner working for one hour.
Article 2 — Applicability
These terms apply to all proposals, quotes and contracts of FreshCitrus. We make them available on this website and as a download before the contract is concluded, and send them free of charge on request.
Deviations only apply if agreed in writing (including by email). The client’s own terms do not apply unless we expressly accept them in writing.
If a provision is void or voidable, the other provisions remain in force and the parties replace it with a valid provision that comes as close as possible to the original purpose.
Article 3 — Proposal, prices and formation
Starting prices on the website, answers from the chat assistant and indications by phone are not an offer. A contract is formed once the client has accepted a written proposal and FreshCitrus has confirmed the assignment.
A proposal is valid for 30 days unless stated otherwise. It describes the cleaning programme, the price, VAT, any additional costs such as parking or special equipment, the schedule and any minimum order.
Prices for business clients exclude VAT; prices for consumers include VAT and all unavoidable costs.
The proposal is based on the client’s information and, where applicable, a site visit. If the situation turns out to be materially different, for example heavier soiling, a larger area or poorer access, we discuss the approach, price and schedule again before continuing.
Article 4 — Performance
FreshCitrus performs the assignment carefully and professionally, in line with the cleaning programme and with products and methods suited to the surface. We decide which staff carry out the work.
Where we are unsure about a material or type of soiling, we may first clean a test area. We only work at height using a safe working method; if that is not possible, we do not carry out that part and discuss an alternative.
Agreed times are target times unless a fixed deadline has been expressly agreed. We inform the client as soon as possible if a delay is expected.
Article 5 — Client obligations
- Provide access to the premises at the agreed time and, where needed, water, electricity and space for equipment free of charge.
- Report in advance: fragile or special materials, existing damage, defects, risks (such as asbestos, loose wiring or hazardous substances) and applicable house and safety rules.
- Put away or protect valuable, confidential or fragile items, as far as reasonable.
- Share access and alarm codes only through a secure, separately agreed channel, never through a website form or the chat.
- If the assignment cannot be (fully) carried out for a reason on the client’s side, for example because there is no access, FreshCitrus may charge the resulting costs, subject to article 13 for consumers.
Article 6 — Additional work and changes
We only carry out work outside the cleaning programme after consultation and the client’s approval, unless immediate action is needed to prevent damage. Additional work is charged at the rate in the proposal or, if none is stated, at the published rate for that service.
A change in frequency, time window or scope only becomes final once FreshCitrus confirms it in writing. A service request in My FreshCitrus does not change the schedule automatically.
Article 7 — Keys and access
We record and carefully store keys, passes and codes we receive. In case of loss or theft we inform the client immediately. At the end of the contract we return all means of access.
Article 8 — Payment
Invoices are payable within 14 days of the invoice date unless agreed otherwise in writing. Recurring work is invoiced monthly in arrears unless agreed otherwise.
If a business client pays late, statutory commercial interest and reasonable collection costs are due without notice of default.
Article 17 applies to consumers.
Article 9 — Price adjustment for recurring assignments
For recurring assignments with business clients, FreshCitrus may adjust prices once per calendar year in line with wage developments under the collective agreement for the cleaning and window-cleaning sector and inflation, with at least 30 days’ notice.
Article 18 applies to consumers.
Article 10 — Complaints
If you are not satisfied with the result, please let us know as soon as possible, preferably within 48 hours of the work, via info@freshcitrus.nl or 070 205 10 11. A photo helps us assess the complaint quickly.
If the complaint is justified, we put the work right free of charge as soon as possible. Remedial work comes before other compensation unless it is no longer reasonably useful.
We respond to a complaint in substance within 5 working days. Time limits in this article do not limit consumers’ statutory rights.
Article 11 — Damage and liability
If the client discovers damage they believe was caused by the work, they report it as soon as possible so we can inspect it before it is repaired.
FreshCitrus is not liable for damage resulting from incorrect or incomplete information from the client, pre-existing defects, normal wear and tear, or materials that cannot withstand normal, appropriate cleaning about which the client did not warn us.
Towards business clients, FreshCitrus’s liability is limited to the amount paid out by our business liability insurance in the case concerned. If the insurer does not pay, liability is limited to the invoiced amount for the work in the three months before the damage. Indirect damage, such as business interruption and lost profit, is excluded.
These limitations do not apply in case of intent or deliberate recklessness by FreshCitrus or its management, and do not limit consumers’ statutory rights.
Article 12 — Term and termination
A one-off assignment ends once performed. A recurring assignment runs for the period stated in the proposal; if none is stated, for an indefinite period.
A recurring assignment with a business client may be terminated in writing by either party with one calendar month’s notice, effective at the end of a calendar month, unless the proposal states otherwise.
Either party may terminate with immediate effect if the other seriously fails to perform despite a written reminder with a reasonable period, or in case of the other’s bankruptcy or suspension of payments.
During the assignment and for 12 months afterwards, a business client will not directly employ or engage FreshCitrus staff who worked on the assignment, unless we agree in writing.
Article 13 — Cancelling and rescheduling
A planned visit can be cancelled or rescheduled free of charge up to 48 hours in advance.
If cancelled or rescheduled within 48 hours, or if we are refused access on arrival, we may charge business clients 50% of the planned person-hours, with a minimum of the call-out cost. For consumers we only charge the actual, demonstrable costs incurred, up to 50% of the planned visit.
If we have to reschedule ourselves, for example due to illness or unsafe weather for exterior work, we propose a new time as soon as possible at no extra cost to the client.
Article 14 — Force majeure
In case of force majeure, such as extreme weather, illness without reasonable replacement, government measures or failures of third parties, obligations are suspended for as long as it lasts. If force majeure lasts more than 30 days, either party may dissolve the contract free of charge for the part not yet performed.
Article 15 — Privacy and confidentiality
We treat everything we see or hear during the work as confidential and process personal data in line with our privacy notice. Where FreshCitrus processes personal data as a processor for a business client, the parties conclude a data processing agreement on request.
Part B — Additional terms for consumers
The articles below only apply if the client is a consumer. They prevail over part A where they conflict. Nothing in these terms limits a consumer’s statutory rights.
Article 16 — Cooling-off period (right of withdrawal)
If you conclude the contract as a consumer at a distance (for example by email, phone or via the website) or off-premises, you may withdraw within 14 days without giving reasons. The period starts on the day after the contract is concluded.
You withdraw by sending us a clear statement at info@freshcitrus.nl. You may use the model form at the bottom of this page, but this is not required.
If you want us to start within the cooling-off period, we ask you to request this expressly. If you then withdraw, you pay a proportionate part of the price for the work already performed. If the service has been fully performed within the cooling-off period and you expressly agreed in advance that you lose your right of withdrawal once it is fully performed, you can no longer withdraw.
Article 17 — Payment by consumers
We only ask for advance payment if the proposal says so, and never more than 50% of the price. If you pay late, we first send a free reminder with a 14-day payment period. Only after that may we charge statutory interest and the statutory collection costs.
Article 18 — Recurring home cleaning for consumers
You can terminate a recurring home-cleaning assignment at any time with a notice period of no more than one month. If a fixed-term contract is tacitly renewed, the renewal is for an indefinite period and you can terminate monthly.
A price increase within three months of concluding the contract only applies if it results from a statutory measure. For a later increase, you may terminate free of charge as of the date it takes effect.
Article 19 — Governing law and disputes
Dutch law applies to all contracts. A consumer retains the protection of mandatory provisions of the law of the country where they live.
We first try to resolve any dispute together. If that fails, the competent court in the district of The Hague has jurisdiction, unless the law designates another court. A consumer may always choose the court that has jurisdiction by law.
Model withdrawal form
Only complete this form if you wish to withdraw from the contract, and send it to info@freshcitrus.nl.
- To: Expert Exact, trading as FreshCitrus, [registered address], info@freshcitrus.nl
- I hereby give notice that I withdraw from our contract for the following service: …
- Contract concluded on: …
- Name of consumer: …
- Address of consumer: …
- Signature (only for a paper form): …
- Date: …