Terms and conditions
AGREEMENT
Applies to all types of residences
1. We meet outside the entrance at the agreed time (unless otherwise arranged). If you have multiple entrances, please check both before contacting customer service.
2. If we are to leave the key in the mailbox, place it in an envelope. We are not responsible if the key goes missing from the mailbox (does not apply to mail slots).
3. We bring our own cleaning supplies and equipment – do not leave any at home.
4. Do not order “extra services” directly from the cleaning staff – contact us by replying to the confirmation email you received.
5. If you want to be notified when the cleaning is finished, please email us in advance – do not ask the staff on site.
6. If the cleaning must be completed by a specific time, notify us a few days before via email.
7. We are not responsible for traffic delays beyond our control. Customers will be contacted in advance.
8. The guarantee does not cover window cleaning when the temperature is below -5°C or colder.
Pre-cleaning checklist
9. Electricity and water must be available in the residence during cleaning. If not, we cannot guarantee the cleaning. Extra hourly charges may apply for waiting time. (NOTE: Customers must inform us if a water heater is present.)
10. Ensure all windows can be opened and that double or triple-glazed panes can be separated for cleaning. (NOTE: Top- and bottom-hinged windows are only cleaned inside and not opened.)
11. Please remove the bathtub panel, the top glass of the oven door for inner cleaning, and any radiator covers if cleaning between them is needed.
12. We bring a step ladder with a working height of 2.4 meters. If a taller ladder is required, it must be on-site for the guarantee to apply.
13. There must be no construction dust at the time of cleaning.
14. If the residence is furnished, we only clean around the furniture. Details for furnished apartments can be found via the provided link.
15. If freezer defrosting is ordered, a leak guard must be placed under the fridge/freezer to prevent water damage. If not present, we reserve the right to decline the defrosting.
During cleaning
16. We reserve the right to add charges beyond the fixed price if:
- The residence is unusually dirty
- Excessive pet hair is present
- Large areas of rust (e.g., oven)
- Heavy grease buildup in the kitchen
- Severe limescale
If any of the above occur, we will contact you to confirm. If we cannot reach you and must proceed to ensure the cleaning is approved, we charge 295 SEK/hour after RUT deduction per staff member.
17. We reIf items like dishes or clothes are left in cabinets, those areas will not be cleaned unless added as an extra service.
18. Due to risk of surface damage, ceiling and wall cleaning is not included.
19. For safety reasons, we do not move gas stoves.
20. We do not remove wax, tape, stickers, glue, or hooks.
21. Disposal of household waste or miscellaneous trash left in the residence is not included in the price.
22. We do not provide lifts or extension arms for cleaning windows or balcony glass.
23. If the freezer is too icy to fully defrost during the cleaning time, we do not stay overtime. (Full price for defrosting still applies.) We may agree to complete the task for an extra hourly fee of 295 SEK/hour after RUT deduction.
24. If your cleaning is scheduled for the afternoon, we cannot guarantee an exact arrival time. It depends on the condition of the morning residence. Be prepared to leave the door unlocked or hide the key if you cannot wait. No compensation is given if we arrive after 3:00 PM.
Complaints
25. If you or the new owners are not satisfied or have feedback: Take photos (mandatory) and write a list of your concerns. Email them to [email protected]. A supervisor will usually contact you within 30 minutes to arrange a follow-up. Complaints must be submitted within 15 days of the cleaning date.
26. As the service requester, you must ensure the new owners receive the checklist in case of complaints about items not included in the cleaning.
27. If you choose to fix any issues yourself instead of using our cleaning guarantee, no financial compensation will be provided.
Damages, liability & compensation
Flyttstädfabriken is not liable for damages caused by incorrect or missing information about valuable or fragile items, or if fixtures and fittings are not properly installed. We are also not responsible for wear and tear on property such as furniture, floors, or windows resulting from normal and responsible cleaning.
Compensation for damages is only provided if the customer can prove that Flyttstädfabriken caused the alleged damage.
Cancellation
28. Cancellations must be made in writing to our customer service at least 5 days before the cleaning date. We do not accept cancellations by phone. If not canceled in time, the full cleaning fee will be charged.
29. You must have a cancellation confirmation email from us to verify your cancellation in case of any issues.
Payment
30. Payment is made by invoice upon approved credit check. This does not affect your credit rating.
31. If you are not approved for credit, have emigrated, or have protected identity status, prepayment is required.
32. Invoices are sent via email to the address provided during booking – please also check your spam folder.
33. If payment is not received by the due date, an administrative fee of 250 SEK will be added to the invoice.
34. We also accept payments via: 1234030110 (Swish)
Other
35. Please read our FAQ.
