Terms & Conditions

1. SUBJECT OF THE CONTRACT

Robot Wells Neat provides customers with a platform through which they can search for service providers and submit and manage specific booking requests.

2. REGISTRATION, CONCLUSION OF CONTRACT, FREE OF CHARGE OF USE 

2.1 Use of the platform requires prior registration of the customer.

2.2 The contract for the use of the platform is concluded at the same time as the customer submits the first booking request and is explained in more detail in Section III.2 of the Terms of Use.

2.3 Use of the platform is free of charge. Fees only apply when booking services (see Section III.3 of the Terms of Use).

3. CUSTOMER OBLIGATIONS; RATINGS

3.1 The customer is obligated to provide truthful and complete information upon registration, in particular regarding their identity, address, telephone number, email address, and bank details or credit card. They must notify Robot Wells Neat of any changes during the term of the user agreement immediately by making the changes in their user account.

3.2 The customer has the opportunity to rate the service provider after the provision of the booked service by awarding stars. In addition to the service itself, punctuality and friendliness can also be rated, and other comments can be entered in the comment field.

3.3 Reviews must be based on verifiable facts. They must be written objectively and in accordance with the principle of fairness and must not contain any offensive, defamatory, criminally relevant, or otherwise illegal content (e.g., infringement of third-party intellectual property rights). Reviews that violate these rules will not be published or deleted. Reviews always represent statements by the author (customer) and not statements by Robot Wells Neat. Robot Wells Neat regularly reviews reviews. Robot Wells Neat  investigates legitimate complaints about reviews and, where necessary, provides redress.

3.4 By submitting the review, the customer grants Robot Wells Neat, free of charge, the right to use the review text for an unlimited period of time and space. Robot Wells Neat is entitled to freely dispose of the review and in particular, to process and use it for other review services, to share it with third parties if necessary, and to publish it.

3.5 Unjustified multiple ratings, self-ratings or other forms of attempting to distort the rating system are prohibited.

4. RIGHTS AND OBLIGATIONS OF ROBOT WELLS NEAT; AVAILABILITY OF THE PLATFORM

4.1 Robot Wells Neat maintains a user account for the customer and provides them with personal access data. The user account lists the contracts concluded through Robot Wells Neat and stores invoices for inspection.

4.2 Robot Wells Neat guarantees 98% network availability ("connectivity") of the platform per calendar quarter. The following downtimes and periods of reduced availability are excluded from the guaranteed availability of the platform. These are considered proper service provision and are not counted as time affecting availability:

a) planned downtimes (in particular for maintenance purposes) daily between 00:00 and 06:00 and on Sundays from 00:00 to 24:00;

b) downtimes for which Robot Wells Neat is not responsible, during which the accessibility of the platform is impaired due to technical or other problems (e.g. force majeure, third-party fault including DDoS attacks, etc.) which Robot Wells Neat could not prevent even taking into account customary market standards.

4.3 Robot Wells Neat may restrict access to the Platform and the services accessible through it even outside of maintenance windows if the security of the Platform's operation, the maintenance of network integrity, in particular the avoidance of serious disruptions to the network, the underlying software or stored data, so require, without this giving rise to any rights for the Customer.

III BROKERAGE AGREEMENT

1. SUBJECT OF THE CONTRACT

1.1 Robot Wells Neat  mediates service contracts between customers and service providers via the platform or, at the customer's request, via Robot Wells Neat's customer support by telephone and/or email, whereby the customer specifies the scope of the service.  

1.2 The customer can choose between the following two different types of services:

a) The Regular Cleaning,One-Time Cleaning service for "all-round household support" (hereinafter "Regular cleaning service"). The services are provided by service providers employed by partners. In this case, the partner selects the service provider for the customer. The customer concludes the service contract with the partner who first accepts the customer's specific booking request.

b) The deep clean ,Move in/out service. Here, the customer has the option of specifying one or more preferred service providers as their preferred service providers. The customer concludes the service contract with the service provider who first accepts the customer's specific booking request.

1.3 The service contract is concluded exclusively between the customer and the respective service provider or partner (see Section III.2).

2. CONCLUSION OF CONTRACT, BOOKING PROCESS

2.1 The information provided by Robot Wells Neat via the platform constitutes a non-binding invitation (invitatio ad offerendum) to submit a booking request. The conclusion of the contract and the respective booking process depend on the service type selected by the customer (Regulr/One time clening service or Deep,Move in-out cleaning service). Regardless of the use of the platform, a booking can also be made following a consultation with a Robot Wells Neat employee via telephone and/or email; in this case, the following information applies accordingly, provided the booking is made by the customer via the platform.

2.2 One Time/Regular Cleaning Service Booking Process:

a) When selecting the service, the customer specifies the details of their booking request according to criteria specified by the platform, enters their address and mobile phone number as well as their billing address if this differs from the address where the service is to be performed. After clicking the "Next" button, a page opens on which the essential booking details, including any additional costs, are summarized. For the booking, the customer selects a payment method in this step and enters their payment information, which can later be viewed and updated in the user account. Up to this point, the customer can correct their entries by going back in the booking process or withdrawing from the contract, e.g. by closing the browser or the app.

b) By confirming the validity of our General Terms and Conditions and submitting his booking request via the platform by clicking on the button “Book with payment”, the customer submits a legally binding offer for the provision of a service in accordance with the service details specified by the customer.

c) Robot Wells Neat will then send the customer an automatic confirmation of receipt by email, which will reiterate the customer's booking request. The automatic confirmation of receipt merely documents that Robot Wells Neat has received the customer's booking request and does not constitute acceptance of the offer. A contract for the mediation by Robot Wells Neat and the provision of services with a partner is only concluded when Robot Wells Neat accepts the booking request by email in which Helpling introduces the respective partner or the service provider employed by the partner. In this email or in a separate email, the contract text (consisting of booking details, general terms and conditions, and cancellation policy) will be sent to the customer by Robot wells Neat (contract confirmation). The customer's contractual partner will be the partner who first confirmed the booking request. The content of the service contract is governed by the booking request, applicable contract law, and any other agreements between the customer and the service provider.

d) Attention: Robot Wells Neat reserves the right to forward the booking request to other service providers on the platform.

2.3 Booking the Deep/Move in-out cleaning service:

a) If the customer selects the standard service, they first specify the details of their booking request according to the criteria specified by the platform. The customer can then select one or more service providers from those available on the platform as preferred service providers. The customer then enters their address and mobile phone number, as well as their billing address if this differs from the cleaning address. After clicking the "Next" button, a page opens on which the essential booking details, including any costs, are summarized. For the first booking, the customer selects a payment method in this step and enters their payment information, which can later be viewed and updated in the user account. Up to this point, the customer can correct their entries by going back in the booking process or by withdrawing from the contract, e.g. by closing the browser or the app.

b) By confirming the validity of our General Terms and Conditions and submitting his booking request via the platform by clicking on the button “Book with payment”, the customer submits a legally binding offer for the provision of a service in accordance with the service details specified by the customer.

c) Robot Wells Neat will then send the customer an automatic confirmation of receipt by email, which will list the customer's booking request again. The automatic confirmation of receipt merely documents that Robot Wells Neat has received the customer's booking request and does not constitute acceptance of the offer. A contract for the mediation by Robot Wells Neat and the provision of services with a service provider is only concluded when Robot Wells Neat accepts the booking request by email in which Robot Wells Neat introduces the respective service provider. In this email or in a separate email, the contract text (consisting of booking details, general terms and conditions and cancellation policy) will be sent to the customer by Robot Wells Neat (contract confirmation). The customer's contractual partner will be the service provider who first confirmed the booking request. The content of the service contract is governed by the booking request, applicable contract law, and any other agreements between the customer and the service provider.

d) Please note: Since service providers are free to decide whether to accept a booking request, the customer has no right to have the service provided by a preferred service provider. If none of the service providers selected by the customer confirms the booking request within four (4) hours, Robot Wells Neat reserves the right to make the booking request available to other service providers in the price category selected by the customer. In this case, the service provider who first confirmed the booking request will also become the customer's contractual partner.

2.4 The contract text is not saved. The current version of these Terms of Use is available at any time under Terms of Use .

3. PRICES, PAYMENT PROCESS

3.1 3.1 The prices listed for one-off and recurring services at the time of booking apply. (i) In addition to the price for the Cleaning Services provided by the Service Provider, Robot Wells Neat charges a flat-rate service fee for the brokerage and technical processing of the booking via the Platform and customer support.

3.2 The customer can choose between the payment methods listed in the FAQs .

3.3 All payments arising from and in connection with the service agreements brokered via the platform are made through a licensed payment service provider based on a separate payment service agreement. Robot Wells Neat merely brokers this payment service agreement, but is not itself involved in the payment processing and is not itself a party to the payment service agreement. The customer agrees that the customer's data (in particular, account number, etc.) will be forwarded to the payment service provider for payment processing.

3.4 The customer must pay the total price shown in the booking and allow the payment service provider to collect the amount accordingly. The payment service provider will hold the amount paid by the customer or the amount collected from the customer in trust for the service provider.

3.5 Other Fees: Robot Wells  Neat reserves the right to charge the payment service provider's fees if payment of the total price for the service and use of the platform shown in the booking fails and the customer is responsible for this. This is particularly the case if

a) incorrect or expired data,
b) recall/withdrawal of the direct debit after the debit by the customer,
c) insufficient funds in the account/credit card.

4. OBLIGATIONS OF ROBOT WELLS NEAT

4.1 Robot Wells Neat accepts booking requests via the platform, by telephone, or by email and forwards the acceptance of a booking request to the customer. Robot Wells Neat is not obligated to ensure the acceptance of a booking request.

4.2 If the Customer has selected one or more service providers as a preference via the Platform, Robot Wells Neat will initially forward the Customer’s booking requests to these providers.  

4.3 If none of the service providers preferred by the customer confirms the booking to provide the service at the desired location and time, Robot Wells Neat will forward the customer's booking requests to other service providers in the same price range.

4.4 Robot Wells Neat processes rebookings and cancellations by customers. If a customer requests a change to a service appointment or cancels a booking, Robot Wells Neat will notify the service provider immediately.

4.5 Robot Wells Neat also processes rebookings and cancellations by service providers. If the service provider who originally accepted the booking request is no longer available on the date booked by the customer, Robot Wells Neat automatically creates a new booking request using the details from the customer's last booking request.

4.6 Robot Wells Neat is not obligated to execute and fulfill the contracts for services and is not liable – without prejudice to clause 5.1 – for breaches of duty by service providers.

5. INSURANCE

5.1 Robot Wells Neat maintains liability insurance with a coverage amount of EUR 3,000,000, which covers each service provider for damage to the customer's property. If a customer claims damages caused by the service provider's activities, Robot Wells Neat will report the damage to the liability insurer. This only applies to damages exceeding EUR 500. The terms and conditions of the liability insurance can be found in the FAQs . The service provider's liability remains unaffected. Robot Wells Neat is not obligated to assist in settling claims. The enforcement of claims against the liability insurer is the responsibility of the customer. 

6. CANCELLATIONS, REBOOKINGS

6.1 Customers may cancel and rebook confirmed booking requests under the conditions set out in this Section 6.

6.2 Cancellations or rebookings made up to 48 hours before the start of the service are free of charge. For cancellations or rebookings made 48 hours before the start of the service, the service provider is entitled to the following payment, depending on the time of cancellation: For cancellations or rebookings made (i) 48-24 hours before the start of the service, a fee of 25% of the price of the booked order may be charged; (ii) between 24-12 hours before the start of the service, a fee of 50% of the price of the booked order may be charged; (iii) less than 12 hours before the start of the service, a fee of 100% of the price of the booked order may be charged. The customer remains free to prove that the service provider has suffered less damage than the cancellation fees listed above.

6.3 Excluded from this are cancelled orders that were placed by Robot Wells Neat less than 48 hours before the scheduled start of the order.

7. REVOCATION

Customers who are consumers can revoke brokerage agreements with Robot Wells Neat and service agreements with partners or service providers in accordance with the statutory provisions. The following cancellation policy applies to both types of contracts. In the event of a cancellation of service contracts, Robot Wells Neat will accept the customer's cancellation declaration and any related payments on behalf of the service provider. If both contracts are to be revoked, a single declaration to Robot Wells Neat is sufficient.

Cancellation policy

You have the right to withdraw from this contract within fourteen days without giving any reason.

The cancellation period shall be fourteen days from the date of conclusion of the contract.

To exercise your right of withdrawal, you must inform us (Robot Wells Neat UG,Terminalstraße Mitte 18,85356, München-Flughafen , email address: info@robotwellsneat.com) of your decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by post or email). You may use the attached model withdrawal form for this purpose, but this is not mandatory.

To comply with the cancellation period, it is sufficient that you send the notification of the exercise of the right of cancellation before the expiry of the cancellation period.

Consequences of revocation

If you cancel this contract, we will refund all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choice of a delivery method other than the cheapest standard delivery accepted by the service provider), promptly and at the latest within fourteen days from the day on which we received notification of your cancellation of this contract. For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees for this refund.

If you have requested that the service should begin during the cancellation period, you must pay us an appropriate amount corresponding to the proportion of the services already provided up to the point at which you notify us of the exercise of the right of cancellation with regard to this contract compared to the total scope of the services provided for in the contract.

– End of the cancellation policy –

Attention: Expiry of the right of withdrawal

The right of withdrawal expires if the service provider has fully provided the service or Robot Wells Neat has fully provided the brokerage service and has only begun to perform the service after the customer has given his express consent and at the same time confirmed his knowledge that he will lose his right of withdrawal if the contract is fully fulfilled by the service provider or Robot Wells Neat.

Sample cancellation form

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If you wish to cancel the contract, please fill out this form and return it.)

• To: Robot Wells Neat UG,Terminalstraße Mitte 18,85356, München-Flughafen , email address: info@robotwellsneat.com

• I/we (*) hereby revoke the contract concluded by me/us (*) for the provision of the following service (*)

• commissioned by (*)

• Ordered on (*)/received on (*)

• Name of the consumer(s)

• Address of the consumer(s)

• Signature of the consumer(s) (only if notification is made on paper)

• Date

______________

(*) Delete as appropriate

IV COMMON PROVISIONS

1. LIABILITY

1.1 Robot Wells Neat is not liable for the performance of the service contract by the service provider or for any damages incurred by the customer in the course of the services.

1.2 Furthermore, Robot Wells Neat shall be liable for any breach of contractual and non-contractual obligations by Robot Wells Neat in accordance with the statutory provisions. Robot Wells Neat shall be liable for damages – regardless of the legal basis – in the event of intent and gross negligence. In the event of simple negligence, Robot Wells Neat shall only be liable

a) for damages resulting from injury to life, body or health,

b) for claims under the Product Liability Act and

c) for damages resulting from the breach of an essential contractual obligation (obligation the fulfilment of which is essential for the proper execution of the respective contract and on whose compliance the customer regularly relies and may rely (main contractual obligation)).

1.3 Clause III. 5. of these Terms of Use remains unaffected.

1.4 The restrictions mentioned in this section also apply to the benefit of Robot Wells Neat’s legal representatives and vicarious agents if claims are asserted directly against them. 

2. TERM, TERMINATION OF THE CONTRACT

2.1 Platform User Agreement between the Customer and Robot Wells Neat: The user agreement begins upon the Customer's registration and activation of the platform by Robot Wells Neat and is concluded for an indefinite period. It may be terminated by either party at any time. Termination must be in writing (an email to info@robotwellsneat.com).

2.2 Agency Agreement between Robot Wells Neat and the Customer: The agency agreement is concluded upon confirmation of a booking and does not require separate termination. Section III.6 of these Terms of Use applies to cancellations or rebookings.

2.3 Service Agreement between the Customer and the Service Provider: The service agreement between the Customer and the Partner or independent service provider begins upon notification by email, as described in Section III.2 of these Terms of Use. It may be terminated by either party at any time, subject to the conditions of Section III.6 of these Terms of Use. Termination by the Customer must be submitted to Robot Wells Neat in writing (an email to info@robotwellsneat.com is sufficient).

3. NOTICE ON DATA PROTECTION

3.1 Robot Wells Neat collects, processes and uses the customer’s personal data as further described in the  privacy policy , which is published on the platform and freely accessible. 

3.2 During the term of the user agreement, Robot Wells Neat will make the customer's data, including information about the services booked by the customer, available for inspection in the customer profile and offer the option to change or delete the data. To do so, the customer must log in to the platform using their email address and password.

3.3. Occasionally, our website offers coupons or discounts for services and products from our partners at special prices. By clicking on the button to access such coupons, you agree that your personal data will be shared with the respective partner to enable you to take advantage of the promotional offer.

4. FINAL PROVISIONS

4.1 Direct advertising: By submitting a booking request, Robot Wells Neat is granted the right to contact the customer by email, (with appropriate consent) telephone, or mail during the use of the platform (active account) and for up to six months after deactivation of the account, to improve and expand the platform's offerings. This allows Robot Wells Neat to inform the customer about satisfaction with the platform's offerings and to communicate additions, enhancements, news and cooperation offers. The customer may object to such direct advertising at any time without incurring any costs other than the transmission costs according to the basic rates.

4.2 Contract language: The contract languages ​​are German and English.

4.3 Dispute Resolution: The EU Commission has created an internet platform for online dispute resolution. This platform serves as a contact point for the out-of-court settlement of disputes concerning contractual obligations arising from online sales contracts. Further information is available at the following link:   http://ec.europa.eu/consumers/odr . Robot Wells Neat is neither obligated nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

4.4 Should individual provisions of these Terms of Use be or become invalid or unenforceable, the validity and enforce ability of the remaining provisions shall remain unaffected.