General Terms and Conditions

These General Terms and Conditions (hereinafter: “GTC”) govern the legal relationship between Clenux Takarító Korlátolt Felelősségű Társaság (hereinafter: the “Service Provider”) and the person using its services (hereinafter: the “Client”). The GTC form part of every individual contract concluded between the parties; where an individual contract (quotation, framework contract) deviates from them, the provisions of the individual contract prevail.

1. Service Provider details

2. Definitions

• Consumer: a natural person acting outside the scope of their profession, independent occupation or business activity (Civil Code, Section 8:1 (1) 3.).
• Business: a person acting within the scope of their profession, independent occupation or business activity, including condominiums, business organisations and institutions.
• Quotation: the Service Provider's written offer setting out the scope, fee and terms of the service.
• Location: the property or area where the service is to be performed.
• Recurring assignment: a recurring (for example weekly or monthly) service for which the parties conclude a framework agreement.

3. Scope of services

The Service Provider offers the following services:

• General cleaning
• Deep cleaning
• Guest turnover
• Post-construction and post-renovation cleaning
• Window cleaning
• Upholstery and carpet cleaning
• Disinfection
• Emergency call-out
• other cleaning services as individually agreed.

Detailed descriptions of the services are available on the website's service pages ; the exact scope of work is always determined by the quotation or the framework agreement. The Service Provider performs the service with its own duly registered employees. Unless separately agreed, the following in particular fall outside the scope of the service: the handling of hazardous waste, mould remediation and pest control, the removal of biohazardous materials, work above 4 metres requiring lifting equipment or rope access, and the dismantling of building services and electrical installations.

4. Conclusion of the contract

4.1. Quote requests and quotations

The Client may request a quote via the website forms, by email, by telephone or in person. A quote request does not constitute an order and creates no obligation whatsoever for the Client. Where necessary, the Service Provider assesses the site (in person or on the basis of photos sent by the Client) and then sends a written, itemised quotation. Unless otherwise stated, the quotation is valid for 30 days from the date it is sent.

4.2. Formation of the contract

The contract is concluded when the Client accepts the quotation in writing (by e-mail). For regular engagements, the parties conclude a written framework agreement. The contract qualifies as a contract concluded in writing; its language is Hungarian. The Service Provider files the contract (the quotation and the letter of acceptance) and makes it available to the Client on request. The Service Provider has not subscribed to any code of conduct.

4.3. Electronic contracting

On the website, you can request a quote or — where online booking is available — make a booking in the following technical steps: selecting the service and the details, entering your contact details, checking the data on the summary page, and finally pressing the submit button. Data entry errors can be corrected at any time before submission: the 'Back' button returns you to the previous steps, and the summary shows all the data. The Service Provider promptly confirms receipt in an automatic e-mail sent to the address provided. If, in the case of an online booking, the Service Provider does not confirm acceptance of the booking within 48 hours, the Customer is released from their offer (Section 6 of the Ektv.).

4.4. Online booking (where available)

Certain residential services can be booked online on the website when this feature is available. The total amount shown at the time of booking is the gross fee according to the price list in effect at the time of booking, and includes cleaning products, equipment, surcharges and the call-out fee. An online booking constitutes an offer; the contract is concluded when the Service Provider sends its acceptance and confirmation by email. If the Service Provider cannot start at the requested time, it will propose a new time, which the Customer may accept or reject. The earliest date that can be booked online is the day following the booking; orders below the minimum order value shown on the booking interface cannot be placed online. No deposit or online payment is required for online bookings.

5. Prices and payment

• The fee is set out in the quote or, for online bookings, on the booking platform. For consumers, the fee is always stated as a gross amount (including 27% VAT) in Hungarian forints; in quotes addressed to businesses, prices are — unless indicated otherwise — net prices subject to VAT.
• Unless the quote provides otherwise, the fee includes cleaning products and equipment. Work carried out at weekends, on public holidays or outside the agreed schedule is subject to the surcharge stated in the quote or on the booking platform.
• If the condition of the site differs significantly from what was stated at the survey or when ordering (for example, exceptional soiling or a larger area), the Service Provider will inform the Client before starting work, or as soon as it notices the difference. Additional work and additional fees may only be charged with the Client's prior consent (for verbal orders, subsequently confirmed in writing); without such consent, the Service Provider will carry out the work originally ordered.
• The fee is payable after performance, on the basis of the invoice issued: by bank transfer by the deadline stated on the invoice (failing which, within 8 days of receipt of the invoice), or — if the parties have so agreed — on site in cash or by bank card. The Client consents to the issue of electronic invoices. The parties may also agree individual payment terms with regular partners.
• In the event of late payment, the Service Provider may charge default interest under the Civil Code; in addition, from businesses it may also claim the flat-rate recovery cost under Act IX of 2016 (the forint equivalent of EUR 40).
• The Service Provider may change the fee for a recurring assignment no more than once a year, by giving written notice at least 30 days before the change takes effect; in such cases the Client may terminate the framework agreement free of charge until the change takes effect. The fee for sessions already ordered will not change.

6. Scheduling, access and cancellation

6.1. Scheduling and access

The time of the work is agreed between the parties. The Client shall ensure unobstructed access to the site at the agreed time. If the Client hands over a key, access card or alarm code for this purpose, the Service Provider shall use it solely for the performance of the contract, keep it safe, and return it at the end of the assignment — or at any time at the Client's request; on request, the handover of keys is recorded in writing.

6.2. Cancellation or amendment by the Client

A booked visit may be cancelled or rescheduled in writing (by email, for example by replying to the confirmation message):

• more than 48 hours before the agreed start: free of charge;
• within 24–48 hours before the start: 50% of the fee is payable;
• within 24 hours before the start, or if the Service Provider cannot access the site for reasons attributable to the Customer: 100% of the fee is payable.

The cancellation terms do not restrict the consumer's right of withdrawal (Section 7). For regular engagements, the provisions of the framework agreement apply.

6.3. Rescheduling by the Service Provider

If the Service Provider cannot start at the agreed time (for example, due to force majeure or a team member being unexpectedly unavailable), it will notify the Client without delay and offer a new time; if the new time does not suit the Client, they may cancel the order free of charge, and the Service Provider will refund any fee already paid.

7. The consumer's right of withdrawal

If the consumer concludes the contract at a distance (by e-mail, by phone, online) or off-premises (for example, during the on-site survey), under Government Decree 45/2014. (II. 26.) they may, counting from the day the contract is concluded, withdraw within You may withdraw within 14 days without giving a reason. To exercise the right of withdrawal, it is sufficient to send an unambiguous statement (for example, an email) within the deadline to info@clenux.hu ; the model withdrawal form below may also be used for this purpose. In the event of withdrawal, the Service Provider will refund the fee received within 14 days of becoming aware of the withdrawal, using the same payment method as the original payment.

• If the consumer expressly requests that the Service Provider begin work before the withdrawal period expires and then withdraws, they must pay a fee proportionate to the service already performed.
• Once the service has been fully performed, the consumer may not exercise the right of withdrawal if the Service Provider began performance with the consumer's express prior consent and the consumer acknowledged that the right of withdrawal would be lost once the service had been fully performed.

8. Performance and handover

The Service Provider performs the work professionally, in accordance with the quotation and the checklist tailored to the site, using products suited to the surfaces and materials. It may verify performance with photographic documentation; the photos show the site and the work carried out, and we deliberately do not capture personal belongings or people. The Service Provider uses the photos to verify performance and publishes them as references only with the Client's separate written consent.

9. Defective performance and complaints

If the cleaning is incomplete or unsatisfactory, the Client may submit a complaint in writing (preferably with a photo) to info@clenux.hu . Where a complaint is justified, the Service Provider will primarily remedy the shortcoming by re-cleaning free of charge; if this is not possible or does not resolve the issue, the Customer may request a proportionate price reduction or withdraw in accordance with the Civil Code.

• Consumer: the objection must be communicated without delay after the defect is discovered; an objection communicated within two months of discovery shall be deemed to have been made without delay (Section 6:162 of the Civil Code). In consumer contracts, warranty claims for defects become time-barred two years after performance.
• Business: as the result of cleaning naturally changes over time, any complaint must be notified within 2 working days of performance; the Service Provider shall not be liable for any damage arising from a complaint notified later.

10. Liability and damage

• The Service Provider is liable for damage caused by breach of contract in accordance with the Civil Code. The Service Provider holds liability insurance (with cover of up to 5 million forints).
• The Client shall report any damage caused during the work immediately upon discovery, preferably with a photo, so that the cause of the damage and the claim to the insurer can be clarified. The Service Provider may document any damage already present when the work begins.
• The Service Provider shall not be liable for damage resulting from incomplete or incorrect information provided by the Client (for example, regarding the material of a surface or its care instructions), from the Client's instructions, from a latent defect or wear of the item or from its improper previous treatment, or from the Client's failure to fulfil its obligations under clause 11.
• In respect of businesses the Service Provider's liability for damages is limited to the amount covered by its liability insurance, except for breaches of contract committed intentionally or through gross negligence, or breaches causing harm to human life, physical integrity or health. Towards consumers, liability is not limited.

11. Obligations of the Customer

• providing access to the site, a water and electricity supply, and the necessary lighting for the duration of the work;
• advance notice of any surfaces, materials and items requiring special treatment (e.g. marble, untreated wood, antique furniture, works of art);
• locking away or removing valuables, cash and confidential documents;
• arrangements for pets, and advance notice of their presence;
• notification of any hazards present on site (e.g. chemicals, damaged electrical wiring, water leaks);
• prior notification of the local occupational health and safety, fire safety and access rules applicable at the Business's premises;
• advance notice of any request relating to allergies or specific cleaning product requirements.

12. Termination of the contract (recurring service)

Either party may terminate an open-ended framework agreement in writing with 30 days' notice, unless the framework agreement provides otherwise. In the event of a serious breach of contract (in particular, payment delay exceeding 30 days or degrading treatment of team members), the injured party may terminate with immediate effect.

13. Events (for example the Clenux Tennis Cup)

In addition to the details published on the event page, the following terms of participation apply to events and tournaments organised by the Service Provider.

• Entry: entries are made using the form on the website and become final once approved by the organiser. Once the field is full, further entries are placed on a waiting list in the order received. An entrant may provide their doubles partner's details only with the partner's consent. If the event has an entry fee, the amount and method of payment are stated on the event page.
• Cancellation: the entrant may withdraw their entry at any time by replying to the confirmation e-mail; their place may pass to the next pair on the waiting list. To ensure the smooth running of the event, the organiser may change the order of play, the draw and the format; decisions of the referee and organisers (draw, recording of results, walkovers) are final on the day.
• Participation: participation in the sporting activity is at the participant's own risk; the participant is responsible for ensuring that their state of health permits participation. The organiser's liability applies in accordance with the law; liability for intentional conduct, gross negligence, or conduct causing harm to life, physical integrity or health is not limited. Participants are required to comply with the venue's house rules.
• Public results: for the doubles tournament, pair names and results are public in the tournament centre (never e-mail addresses or phone numbers) — this is a condition of participation, accepted on registration.
• Photographs and video: photographs and video may be taken at the event, which the Provider may publish on its website and social media pages to showcase the event. Crowd shots and recordings of public appearances may be used without consent (Civil Code, Section 2:48(2)); recordings that single out an individual are published only with that person's consent. Anyone may object to the publication of a recording at info@clenux.hu .
• Minors: Participants under 16 may enter and take part with the consent of their legal guardian.
• External organiser: if part of the event is run through an external organiser's system (for example, entry for the individual competition), the external organiser's terms also apply to it.

14. Force majeure

Neither party shall be liable for a breach of contract caused by an unforeseeable circumstance beyond its control (for example a natural disaster, epidemic, official measure or extreme weather). In such cases the parties shall agree on a new date; if this is not possible within 30 days, either party may withdraw from the unperformed part free of charge.

15. Complaints handling and legal remedies

Complaints may be submitted by e-mail (info@clenux.hu), by phone (+36 30 926 4603), by post to our registered office, or in person at our registered office by prior appointment. We investigate oral complaints immediately and remedy them where possible; if this is not possible, or the Client disagrees with how the complaint has been handled, we record the complaint in writing and hand over or send a copy of the record. We respond to written complaints in writing, on the merits and with reasons, within 30 days of receipt. We retain the complaint record and a copy of our reply for the period required by the Consumer Protection Act (Fgytv. Section 17/A(7)).

If the complaint is rejected, the consumer may turn to the following bodies:

• Conciliation Board: the board competent for the consumer's place of residence or stay, or the board named in the consumer's application. The board competent for the Service Provider's registered office is: Somogy County Conciliation Board, 7400 Kaposvár, Anna utca 6. The Service Provider is obliged to cooperate in conciliation board proceedings (Fgytv. Section 29(11)); the Service Provider has not made a general declaration of submission.
• Consumer protection authority: the county (or Budapest) government office competent for the consumer's place of residence.
• Court: disputes may also be settled in court.

16. Copyright

The content of the website (texts, photos, videos, graphics, logos and the interface) is the intellectual property of the Service Provider or the rights holder and is protected by Act LXXVI of 1999 on Copyright. Without the rights holder's written permission, the content may not be copied, distributed or adapted, beyond viewing for personal, non-commercial purposes.

17. Final provisions

Matters not governed by these General Terms and Conditions are subject to Hungarian law, in particular the Civil Code and consumer protection legislation. In disputes with businesses, the court with jurisdiction over the Service Provider’s registered office shall have competence, subject to the rules on subject-matter jurisdiction; in relation to consumers, the statutory rules on jurisdiction apply.

The Service Provider is entitled to amend these GTC unilaterally; amendments take effect upon publication on the website and apply to contracts concluded after publication. For regular engagements, the Service Provider will notify the Client of the amendment in writing at least 15 days before it takes effect, and the Client may terminate the framework agreement free of charge until that date. If any provision of the GTC is invalid, this does not affect the validity of the remaining provisions.

The processing of personal data is covered in the Privacy notice, cookies and browser storage in the Cookie notice, and the accessibility of the website and online booking in the Accessibility statement .

Annex: model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract — in accordance with Annex 2 to Government Decree 45/2014 (II. 26.).)

To: Clenux Takarító Korlátolt Felelősségű Társaság, 8600 Siófok, Kandó Kálmán utca 3. 2. em. 7. ajtó, email: info@clenux.hu
I, the undersigned, hereby declare that I exercise my right of withdrawal in respect of the contract for the provision of the following service: ……………………………………
Date the contract was concluded: ……………………
Name of consumer: ……………………
Address of consumer: ……………………
Signature of consumer (only if this form is submitted on paper): ……………………
Date: ……………………