Home / Terms & Conditions

Last Updated: October 3, 2025

Welcome to Mistyvales.com. By booking, browsing, or using our cleaning services, you agree to the terms and conditions outlined below. Please read them carefully before proceeding. If you do not agree with any part of these terms, we kindly ask you not to use our services.

1. SERVICES

1.1 All Cleaning Appointments

1.1.1 Any time estimates provided by Mistyvales are approximations based on the average duration required to clean properties of a similar size. Actual times may vary depending on the condition and size of your premises.

1.1.2 The Customer is responsible for providing a clear task list and all necessary cleaning products and equipment, unless otherwise agreed with Mistyvales prior to the booking. All supplied equipment must be safe and in full working order.

1.1.3 If Mistyvales is required to purchase cleaning products on behalf of the Customer, the total cost of items will be added to the invoice along with a €15 handling fee for collection time.

1.1.4 If key collection is required from an address outside the property, an additional €15 fee will apply.

1.1.5 Mistyvales is not liable for triggering alarm systems. Customers must provide clear instructions for activation or deactivation.

1.1.6 Cancellations must be made at least 24 hours in advance. Late cancellations or same-day cancellations will be fully charged.

1.1.7 One-time, deep, or move-in/move-out cleanings do not include: wall or ceiling washing, exterior windows, balconies, patios, gardens, laundry, or professional carpet and upholstery cleaning, unless explicitly agreed.

1.1.8 Mistyvales reserves the right to refuse service if:

• The surfaces or materials are unsuitable for cleaning,
  
  
• Power or water is unavailable,
  
  
• There is interference from the Customer or other individuals during the cleaning session.
  
  

1.1.9 All quotes provided include labour only, unless specified otherwise.

2. PAYMENTS

2.1 Payment is due on the day of service completion.
 2.2 Accepted payment methods include cash, card, or secure online payment through Mistyvales.com.
 2.3 Invoices for business clients must be settled within the agreed payment term stated on the invoice.

3. COMPLAINTS & CLAIMS

3.1 Customers must report any service issues, damage, or missing items within 24 hours of the cleaning session. Claims made after this period will not be eligible for compensation or re-cleaning.

3.2 If dissatisfied with the service, Mistyvales must be notified within 24 hours. A free re-clean of affected areas will be scheduled as soon as possible.

3.3 Mistyvales may take up to 7 business days to respond to a formal complaint.

3.4 Complaints may be submitted via email or phone.

3.5 Fragile or valuable items (cash, jewellery, artwork, antiques, collectibles) must be secured or removed prior to cleaning. Mistyvales does not accept liability for such items.

3.6 In case of lost keys, Mistyvales will reimburse locksmith costs up to a maximum of €30 per household.

3.7 In the event of accidental damage, Mistyvales will arrange repair or compensation equivalent to the current market value of the item, once service fees have been settled.

4. CUSTOMER SATISFACTION

4.1 Refunds are generally not available; however, Mistyvales offers re-cleaning for unsatisfactory results reported within the notice period.

4.2 The Customer or their representative must be present during any re-cleaning session.

4.3 Mistyvales reserves the right to deny multiple re-cleans for the same service.

5. LIABILITY

Mistyvales shall not be held liable for:

• Tasks not included in the original task list.
  
  
• Incomplete work due to lack of cleaning materials, power, or water.
  
  
• Inability to finish cleaning caused by excessive dirt, clutter, or limited access.
  
  
• Third-party interference during service.
  
  
• Discolouration or wear revealed after cleaning.
  
  
• Damages resulting from faulty or unsafe cleaning equipment provided by the Customer.
  
  
• Surfaces requiring special cleaning techniques where proper materials were not supplied.
  
  

6. CANCELLATION POLICY

6.1 Bookings may be cancelled or rescheduled with at least 24 hours’ notice.

6.2 Cancellations made less than 24 hours before the scheduled time will incur the full service fee.

6.3 If the cleaner is unable to access the property (no one present, incorrect keys, or refusal of entry), the Customer will be charged the full price of the session.

6.4 Customers terminating ongoing cleaning agreements must provide at least one week’s notice.

7. REFERRAL POLICY

Mistyvales invests considerable time in vetting and training cleaners. Customers agree not to hire or contract Mistyvales staff independently for at least 12 months after using our services.

Violation of this clause will result in a €250 referral fee, payable immediately upon private engagement of a Mistyvales cleaner.

8. MODIFICATIONS

Mistyvales reserves the right to update these Terms and Conditions at any time without prior notice. The most current version will always be available on Mistyvales.com. Continued use of our services constitutes acceptance of the latest version.

9. CONTACT INFORMATION

📍 Mistyvales Cleaning Services
 Leipziger Platz 12, Mall of Berlin, 10117 Berlin, Germany
 📧 Email: support@mistyvales.com
 📞 Phone: +49 30 901 823 77