Version 2.7 – changed 21st October 2020

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 our customer:

  • Please do not give the cleaning team that visit you any important information about your home verbally. All information relating to specific matters at your home should be e-mailed to post@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.
  • If any of the rooms are heavily furnished such as wardrobes or custom built kitchens, this must be notified us in advance. Price may then differ.
  • Remove any objects of great sentimental value or that are physically irreplaceable. CityMaid cannot replace these objects.
  • 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 such as mirrors and pictures that are free-standing or leant against the wall.
  • All surfaces to be washed must withstand the use of water and detergents. If any materials in the home cannot be cleaned in this way, you must notify us in advance of the assignment.
  • Ensure that the home is kept sufficiently warm.
  • Make sure that hot water and electricity is available.
  • Prices may vary if our staff need to use ferries or public transport or walk long distances. Please notify us of such matters when ordering.
  • Please notify us if conditions change. For example, expanded size, expanded use or acquisition of new pets
  • Please notify us should your home be affected by vermin. CityMaid reserves the right to suspend the assignment pending removal of the vermin.

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.

Liability for damages

Our customers are insured should we, contrary to expectation, damage an object while performing the assignment. Liability for damages and settlement shall be in accordance with the insurance company’s guidelines. Only directly caused physical losses are covered by this provision. CityMaid is not liable for damage caused by the object’s or equipment’s condition or age. Any damage must be notified to the district office in writing within 48 hours of the service being performed.

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. 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.

White-goods service

Standard white-goods service includes a combined fridge/freezer, microwave and an oven with cooker hood.

When ordering cleaning of white goods, please note the following:

  • For cleaning of refrigerator and freezer, these must be empty, switched off and no power connected. The freezer must also be defrosted in advance. Remove any panels or covers*, and pull them out from the wall, where you would like us to clean behind.
  • For cleaning of the stove/oven – this must be connected to electricity so that we may use our products correctly. If you have double glazing in your stove – and want this cleaned, you have to take it apart and put it back together yourself.* If you want us to clean behind the stove, it must be pulled out before we arrive. If you have a stove with pyrolysis, pyrolysis must be run the night before we arrive, for us to be able to clean it.
  • Dishwasher:If you would like us to clean the dishwasher – please provide the appropriate cleaning tablet for this. The dishwasher drain and hoses must be cleaned by the customer.* We will clean the dishwasher externally and if we are to clean behind it, the customer must pull it out before we arrive.
  • For cleaning of the kitchen fan, please remove the filters and they will be cleaned with a grease solution and can be cleaned after this in the dishwasher after agreement. The kitchen fan is then cleaned externally and internally with an appropriate product.
  • The washing machine and dryer must be switched off and no power connected. It must be pulled out from the wall if we are to clean behind it. We clean the exterior and interior of the drum and glass. If you want us to put on a cleaning program, please contact us. We do not clean out hoses, condensers or lint filters.*

* Please note that our cleaning teams do cleaning only. They do not bring any other tools.
We do not take apart or put together appliances.

Info about extra services not included in our standard services:

Descaling/cleaning of grout: The services do not include descaling/cleaning of grout. This must be ordered as a separate assignment.

Please note that descaling surfaces in wet rooms is an additional service and not part of a standard service. Descaling surfaces is time-consuming and requires special cleaning agents.

Cleaning of ceilings and walls: For services where ceilings and walls are not included, CityMaid dusts easily accessible surfaces up to 180 cm. There must be no need to use stools or other aids to reach the surfaces for dusting. If you want an extended dusting service, this must be ordered as an additional service. For HSE reasons, we do not move heavy objects or furniture during cleaning. We may clean behind these if they are pulled out by the customer before the mission starts.

The cleaning of ceilings and walls is performed at the customer’s risk, as stains and discoloration may occur. CityMaid recommends dry-mopping ceilings and walls, unless they are to be painted afterwards. Discolouration or stains from washing will therefore not be covered by the quality guarantee.

Waste containers: to clean waste containers, these must be emptied by the customer before cleaning. We do not throw away waste/garbage.

CityMaid brings all the equipment and a standard team of two people, unless otherwise agreed. You can always see what is included in our services here: https://citymaid.no/oversikt-over-vare-tjenester/

Window cleaning

Window cleaning includes cleaning of standard windows without glazing bars. Windows that are connected are not included in the price. Please contact us for a customized agreement.

For exterior window cleaning, the windows must either be reversible or accessible without the use of lifts or ladders. Please contact us should you have other needs.

Charges for window cleaning are based on the number of square metres to be cleaned. Window cleaning is otherwise performed in accordance with HSE procedures. Window cleaning does not include the cleaning of venetian blinds or other fitted sun shades. If these are to be cleaned, the service will be calculated as an additional service and priced as such. CityMaid reserves the right to decide whether it is appropriate to clean windows if the temperature is below 0 °C. If liquid on the windows freezes when they are being cleaned internally, they will not be cleaned.

Keys and alarms

The customer is responsible for ensuring that CityMaid has access to the home in order to perform the service. Keys can 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.

These 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.

Customer-care programme

As a CityMaid 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.

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.

Prices, terms and conditions

The price is based on an average home of the stated square metreage. The price per square metre is set for each dwelling unit. The assignment starts when the team has parked and ends when the team has put all their equipment back into their vehicle.

To ensure safe delivery, we digitally register washing when it is logged 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. For regular customers hours are calculated for a 12-month period. This means that time spent may vary from visit to visit.

Supplements for pets apply if there is normally a dog, cat or rabbit in the home, as this may require slightly more time for vacuuming and dusting. We have efficient routines for cleaning homes with pets.

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 assumes that there will be no changes to the service, whether in scope, accessibility or other relevant matters. 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.

Should a residence be affected by vermin, CityMaid reserves the right to suspend the agreement until the vermin has been removed.

Cleaning agents

CityMaid is a certified Eco-Lighthouse and always strives to use environmentally friendly products in its services. If you have materials that require special products, this must be agreed 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.

Method of payment

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 40 will be charged for each invoice sent by e-mail. An administration fee of NOK 10 will be charged for each Einvoice. If you would prefer to receive an invoice by post, there will be an administration fee of NOK 60. 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 performed.

REGULAR CLEANING

Standard service
The service will be performed as agreed with the customer. As our customer, you can expect your home to be cleaned in accordance with CityMaid’s prevailing standards. 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.

Service
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. The team will bring the necessary equipment and environmentally friendly cleaning agents. Our employees are subject to a duty of confidentiality. In order to register work performed, CityMaid will place an RFID chip (a small sticker) on the inside of the frame of your outer door. CityMaid employees must be able to sit down in the kitchen to take a break for food when needed. Any such break will be registered in the company’s system and will not affect the time of delivery of the service.

Cancellation of assignments and termination of the agreement
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 attends 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.

The agreement is continuous, and can be terminated by either party in writing with two 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.

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.

 

ONE-OFF ASSIGNMENTS

Home-move cleaning usually involves the internal cleaning of your home – based on the number of square metres you provide. The price for home-move cleaning is based on the property being empty and sufficiently lit. The price is per dwelling unit. Accordingly, outdoor washing of terraces, storage sheds and garages is not included in the quoted price. If you want these areas to be swept/washed, you must request this as an additional service. Feel free to contact us in advance.

Please note:

  • If the assignment is cancelled less than seven days before the start date, 25 per cent 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.
  • If the performance of the assignment is delayed due to unforeseen circumstances, CityMaid shall accept no liability for compensation for loss of working time, inconvenience or other consequential loss for the customer.
  • If other work is being carried out in the home by tradesmen while or after the service is performed, CityMaid can accept no liability for non-conformances with the agreed service.
  • The customer must leave the home in an appropriate condition and provide any necessary information for the assignment to be performed as agreed . It is the customer’s responsibility to pull out equipment, make sure that the equipment is not connected to the power supply and loosen any covers to be washed underneath.

Standard white-goods service includes a combined fridge/freezer, microwave and an oven with cooker hood.

When ordering cleaning of white goods, please note the following:

  • For cleaning of refrigerator and freezer, these must be empty, switched off and no power connected. The freezer must also be defrosted in advance. Remove any panels or covers*, and pull them out from the wall, where you would like us to clean behind.
  • For cleaning of the stove/oven – this must be connected to electricity so that we may use our products correctly. If you have double glazing in your stove – and want this cleaned, you have to take it apart and put it back together yourself.* If you want us to clean behind the stove, it must be pulled out before we arrive. If you have a stove with pyrolysis, pyrolysis must be run the night before we arrive, for us to be able to clean it.
  • Dishwasher:If you would like us to clean the dishwasher – please provide the appropriate cleaning tablet for this. The dishwasher drain and hoses must be cleaned by the customer.* We will clean the dishwasher externally and if we are to clean behind it, the customer must pull it out before we arrive.
  • For cleaning of the kitchen fan, please remove the filters and they will be cleaned with a grease solution and can be cleaned after this in the dishwasher after agreement. The kitchen fan is then cleaned externally and internally with an appropriate product.
  • The washing machine and dryer must be switched off and no power connected. It must be pulled out from the wall if we are to clean behind it. We clean the exterior and interior of the drum and glass. If you want us to put on a cleaning program, please contact us. We do not clean out hoses, condensers or lint filters.
  • Cleaning and brushing of the fireplace / wood stove is not included in the moving out service. We may do this as an additional service at our hourly rate. The stove must be emptied of wood and ash in advance.
  • We do not normally move heavy furniture or installations. Exceptions can be made in very special cases and a separate form for this must be signed by the customer.
  • Larger installations such as shower cubicles, steam showers etc. must also be turned off and unplugged and pulled out if we are going to wash behind them.
  • It is a requirement that the home is maintained to normal standards. If this is not the case this must be notified to CityMaid, and the specified price may be adjusted. This applies in particular to smoking and the removal of other odours.
  • If the customer is not available when the assignment is performed, any non-conformances shall be resolved by CityMaid in accordance with our standards. This may involve extra time being spent resolving the non-conformance, which will be charged to the nearest quarter-hour at our hourly rate. Any waiting time will be charged.

* Please note that our cleaning teams do cleaning only. They do not bring any other tools.
We do not take apart or put together appliances.