CityMaid terms and conditions

Version 3.0 – changed 30 June 2025

Between customer and CityMaid HjemmeService for cleaning of private homes. CityMaid reserves the right to change the terms of the agreement. Any changes will take effect after 30 days for existing customer relationships.

GENERAL

To do the best possible job, CityMaid needs information about surfaces, objects, fixtures, furnishing or equipment that require special treatment. Please feel free to provide a user guide or instructions if you wish. Customers are responsible for supplying any special cleaning agents.

Your responsibilities as a customer:

All information relating to specific matters at your home should be e-mailed to kundeservice@citymaid.no – so we can register it in our system.
Prepare the rooms so that we have easy access to the areas that should be cleaned.
Remove any objects of great sentimental value or that are physically irreplaceable.
Ensure that the home is safe. Tidy up trailing cables and make sure that pictures and other objects on the walls are securely hung. Secure objects that are free-standing or leant against the wall.
All surfaces to be cleaned must withstand the use of water and detergents.
Ensure that the home is kept sufficiently warm and that hot water and electricity is available.
Please notify us if conditions change. For example, expanded size, expanded use or acquisition of new pets
Please notify us if there is a sprinkler system in your home. Unfortunately, we do not clean walls or ceilings that have this installed. Other walls and ceilings in the home without sprinkler system, are cleaned accordingly.

Privacy policy

We take your privacy seriously. You must be able to trust us and be assured that we process your personal data correctly. In our privacy statement, we explain why we collect information about you, how we use your personal data and how we safeguard your privacy. As our customer, you are required to inform us about the use of CCTV in your home. Your home is also the workplace of our service staff, who have the right to know if the home is being monitored.

REGULAR CLEANING

You may always see what is included in our services here: https://citymaid.no/oversikt-over-vare-tjenester/

For your first service appointment, we recommend that you purchase a starter package in addition to standard service. This includes more thorough dusting and washing of skirting boards, moulding, switches and other accessible surfaces.

Heavy objects or furniture are not moved by our service staff, unless otherwise agreed upon.

Delivery of regular cleaning

The service will be delivered on the date given in the order confirmation.
To optimise driving routes and spare the environment, from time to time we may need to change your chosen cleaning day. We will naturally contact you if this is necessary.
The service will be performed on weekdays between 8 a.m. and 5 p.m., unless otherwise agreed. We cannot promise an exact fixed attendance time for each service as deviations may occur and itineraries between customers can change, but we will do our best to fulfill the customers wish.
Commencement of the service and scheduling will be in accordance with the agreement. Assignments that fall on a public holiday or 24 December will be moved to another day.
Our employees are subject to a duty of confidentiality.
The team may, if needed, take a short meal break in the kitchen. The break will be logged in the company system and will not affect the agreed service time.
In order to register the cleaning, CityMaid will place an RFID chip (a small sticker) on the inside of the frame of your outer door.

Cancellation of assignments

Cancellations and changes must be made no later than 14 days before service is to be performed and must be notified in writing on e-mail to your local office. If cancellation is notified too late, or CityMaid shows up as agreed but the service cannot be performed, the assignment will be invoiced in full. If the service is changed to a different week, the original service frequency will be maintained.

Termination of the agreement

There is no binding period. The agreement is continuous, and can be terminated by either party in writing with one months’ notice. CityMaid will confirm termination by sending a “Termination of Agreement” form. It is not possible to cancel an assignment during the notice period.

MOVING OUT CLEANING AND ONE-OFF ASSIGNMENTS

Moving out cleaning is the internal cleaning of your home – based on the number of square metres you provide. You may always see what is included in our services here: https://citymaid.no/oversikt-over-vare-tjenester/

The price for moving out cleaning is based on the property being empty and sufficiently lit.

EXTRA SERVICES

that may be ordered as a supplement to regular and one time cleaning

Change of bed linen
Window cleaning
Internal cleaning of white goods
Service package
Extended dusting over 180 cm
Cleaning of waste bins
Descaling/cleaning of grout and cleaning of tile joints
Disinfection
Odor removal
Cleaning of ceilings and walls
Removal of furniture and waste
External cleaning of balcony, glazed porch, storage space or garage

Information that applies to all types of cleaning

Keys and alarms

Regular cleaning: keys may be delivered to CityMaid’s office prior to the assignment or handed over to the team when they arrive for the first service. You will receive a receipt for the keys, and if applicable, for notification of the alarm code.

One time agreements: you may deliver keys prior to the assignment or open the door for us at the location.

Keys will be stored securely in accordance with our internal procedures. We issue a receipt for the collection and return of keys for each visit to the customer.

Cleaning agents

CityMaid will bring all equipment and cleaning agents. As a standard, there will be a team of two service employees that will execute the cleaning, unless otherwise agreed upon.

We are a certified Eco-Lighthouse and always strives to use environmentally friendly products for our services. If you have materials that require special products, this must be agreed upon in advance and a risk assessment of the products must be carried out.

Use of the customer’s own soaps / cleaning agents is at the customer’s own risk. CityMaid is not liable for any damages that may occur when using these.

Customer-care program

Regular customers are prioritised during holidays / before public holidays when we are very busy. You will therefore be contacted by phone or post as an additional service, and to ensure your residence is cleaned during busy periods.

As our customer, you will automatically be included in our customer-care programme, to ensure the best possible quality of our services. You will be sent a short e-mail questionnaire about the service you have received, which we hope you will take the time to complete.

Prices, terms and conditions

The price is based on an average home of the stated square meterage. If you need cleaning of only some of your rooms, please contact us for a new price offer.
Supplements for pets apply.
The price for moving out cleaning is based on the property being empty and sufficiently lit.
The price per square metre is set for each housing unit. Rental unit will be priced separately.
The assignment starts when the team has parked and ends when the team has put all their equipment back into their vehicle.
The price presupposes that the service does not change either in scope or availability, or there are other conditions that affect the delivery. We reserve the rights to change prices in accordance with the consumer price index. Price changes will be notified in writing 21 days prior to implementation.
The price is based on the home being normally maintained. In the event of deviations, this must be reported to CityMaid, and the stated price may differ. This especially applies to smoking and odor remediation.

If the customer is not available when the cleaning is delivered, eventual deviations will be solved by CityMaid accordingly. This may require extra time to resolve the discrepancy. Time is calculated up to the nearest quarter at the hourly rate. Any waiting time will be invoiced.

To ensure safe delivery, we digitally register the delivery of the cleaning by logging the team in and out of your home. We register when your team arrives and when they finish the assignment. For one-off assignments paid by the hour, time spent is invoiced rounded off to the nearest started quarter.

If the scope of the agreement differs in relation to the average calculation, we will contact you to revise the price and agreement.
All prices include VAT based on statutory guidelines.
The price shall be adjusted annually in the month of May based on the Consumer Price Index for the sector, for which pay is the dominant price factor, over the previous 12 months.

Parking

The customer is responsible for informing us about parking options and any restrictions at the service location. If free parking is not available, an additional fee of 130 NOK will be charged to cover parking costs. If special parking regulations are not clearly signposted, the customer is expected to provide this information in advance. If we do not receive such information and this results in towing or additional costs, these may be invoiced to the customer.

Method of payment

You may pay by bank card (credit/debit) or invoice/debit order.

For card payments, NOK 1 is reserved on your card upon entering into agreement. The agreed amount will be charged after the assignment has been performed.
An invoice will be sent to the e-mail address provided. An administration fee of NOK 9,- will be charged for each invoice sent by e-mail, E-invoice, direct debit or by post.
There is no administration fee for payment by card.

Payment terms are ten days from the date of invoice. In the event of late payment, interest will be charged in accordance with the Norwegian Act relating to Interest on Overdue Payments, etc. as well as a reminder fee. The service will be stopped if invoices are unpaid. All customers are credit-checked when an agreement is signed.

When will the invoice arrive?

Direct debit and card payment will be withdrawn automatically after each cleaning.
Invoice for regular private cleaning will be issued and sent as soon as all cleaning in same month has been performed.
Invoice for one time cleaning and move out cleaning will be issued and sent as soon as possible and within a week after the service has been delivered.

Please note the following:

You have the right to withdraw from this agreement within 14 days without giving any reason. The cancellation period expires 14 days after the conclusion of the agreement
After right of withdrawal expiry: If the assignment is cancelled less than seven days before the start date, 25 % of the agreed fee will be charged (minimum NOK 1,500).
If the assignment is cancelled less than one working day before the start date, the fee will be invoiced in full.
Cancellation must be notified in writing.
CityMaid does not take responsibility for deviations with the moving out cleaning if craftsmanship is performed during or after the cleaning has been delivered.

Quality guarantee

CityMaid provides a satisfaction guarantee for all its services. This guarantee applies to you as CityMaid’s customer and the tasks included in the selected service. Under this guarantee, if the customer discovers any defects they must notify CityMaid by telephone or e-mail within 48 hours of the service being performed. Contact your branch office directly or contact us at kundeservice@citymaid.no. CityMaid reserves the right to remedy the defect without this entailing any reduction in price or other form of compensation. You will not be compensated for any repairs you undertake yourself. If the assignment is performed on the last business day before the weekend or public holiday and must be continued later, CityMaid will contact you to make an appointment on the next business day.

Liability for damages

If an item is damaged during a cleaning assignment, you as a customer are insured. If any damage occurs, you must contact us immediately, and no later than 48 hours after the assignment.

Compensation will only be considered if it can be proven that the damage was caused by negligence on our part. We are not liable for damages that may have occurred due to normal use or wear and tear.

In the case of compensation, we adhere to standard insurance terms, taking into account the item’s age, wear, and expected remaining lifespan. Compensation applies only to items that are in proper condition, correctly connected, and maintained according to the specified guidelines.

Rescission of the agreement

In the event of repeated, serious defects and non-conformances, this agreement can be terminated with immediate effect. It is a requirement that the non-conformances be notified in writing and that an opportunity be given to rectify any faults and defects.

Conflict resolution

The parties shall attempt to resolve any disputes amicably. If this is not successful, the buyer can contact the Norwegian Consumer Protection Authority for mediation. Forbrukertilsynet is available on phone 23 400 600 or www.forbrukertilsynet.no.

The European Commission’s complaints portal can also be used if you wish to file a complaint. This is particularly relevant if you are a consumer living in another EU country. The complaint is filed here: http://ec.europa.eu/odr.