TERMS OF SERVICE

Effective from: August 12, 2026

These Terms of Service (the "Terms") govern the relationship between M. Fatima Cleaning Services OÜ (the "Service Provider") and the person ordering the service (the "Client") in connection with ordering and providing cleaning services.

By placing an order for the service, the Client confirms that they have read these Terms and agree to them, to the extent that they do not restrict the Client's statutory rights.

1. General Provisions

1.1. The Service Provider offers cleaning services for homes, apartments, houses, offices, and other agreed premises.

1.2. The exact scope, volume, frequency, duration, and price of the service are agreed based on the Client's needs and the Service Provider's price list or an individual quote.

1.3. The Service Provider is entitled to use its own employees or other persons acting on its behalf to provide the service. The Client cannot expect a specific employee to carry out the service unless this has been separately agreed in writing.

1.4. These Terms apply to all cleaning services provided by the Service Provider, unless the Client and the Service Provider have agreed otherwise in writing for a specific service.

2. Ordering the Service and Pricing

2.1. An order is considered confirmed once the Client and the Service Provider have agreed on at least the type of service, the time it will be provided, and the price or the basis on which the price will be calculated.

2.2. The price of the service may depend on factors such as the size of the premises, the number of rooms, the type of service, the condition of the premises, the level of dirtiness, the time required for cleaning, any special surfaces, and any additional services requested by the Client.

2.3. If the Client provides inaccurate or incomplete information about the premises when placing the order, and the actual situation differs significantly from what was described, the Service Provider has the right to reassess the price and/or estimated working time before starting the work.

2.4. If it becomes apparent during the work that the condition of the premises or the scope of work differs significantly from what was agreed, the Service Provider will inform the Client as soon as reasonably possible, and if necessary, the parties will agree on additional work and price.

2.5. The Service Provider is not obliged to carry out additional work that was not included in the original order without the Client's consent.

2.6. Unless stated otherwise in the quote, an individual quote is valid for 30 calendar days.

3. Provision of the Service

3.1. The Service Provider makes reasonable efforts to achieve the agreed quality when providing the service, taking into account the condition of the premises, the material of the surfaces, and the capabilities of standard cleaning methods.

3.2. The results of the cleaning work may be affected by factors such as the age and wear of the surfaces, pre-existing damage, limescale, rust, mold, ingrained dirt, discoloration, and other conditions that cannot be fully removed through standard cleaning.

3.3. The Service Provider does not guarantee that all stains, damage, discoloration, odors, or other pre-existing issues can be removed.

3.4. The Client must inform the Service Provider before work begins about any special or delicate surfaces, materials, furniture, appliances, or items that require special care.

3.5. The Service Provider has the right to refuse to clean a specific surface, item, or appliance if, in the Service Provider's assessment, doing so would create an unreasonably high risk of damage, or if the necessary tools or instructions for cleaning it safely are not available.

4. Client's Obligations

4.1. The Client is required to provide the Service Provider with access to the premises being cleaned at the agreed time.

4.2. The Client will ensure access to water, electricity, and normal working conditions necessary for providing the service.

4.3. Before the service is provided, the Client must inform the Service Provider of:

• any surfaces or items that are especially delicate or already damaged;

• any known hazardous substances or chemicals on the premises;

• any pets or other animals that could pose a risk to staff or interfere with the cleaning;

• any other circumstances that could affect the safe provision of the service.

4.4. Before cleaning begins, the Client must ensure that the area to be cleaned does not contain any unreasonably hazardous obstacles or conditions.

4.5. Valuable, fragile, or personal items should, where possible, be placed in a safe location before cleaning begins.

4.6. The Service Provider is not liable for damage resulting from the Client's failure to inform the Service Provider of the special nature of an item or surface, any pre-existing damage, or any special care requirements.

5. Staff Safety and Respectful Treatment

5.1. The Service Provider's employees have the right to a safe and respectful working environment.

5.2. The Client may not require an employee to carry out tasks that could reasonably endanger the employee's health, life, or safety, or that fall outside the scope of the agreed service.

5.3. The Service Provider's employee has the right to stop working or leave the premises if there is a serious and imminent risk to the life or health of the employee or others.

5.4. Such risks may include, among others, a risk of fire or explosion, hazardous chemicals, syringes or other sharp objects, aggressive animals, physical or verbal violence, threats, an intoxicated or aggressive person, an unsafe electrical system, or other objective hazards.

5.5. If the work is stopped or terminated due to circumstances caused by the Client or the hazardous condition of the premises, the Service Provider has the right to charge for the work already completed and, where justified, the agreed call-out or cancellation fee.

5.6. The Client may not insult, threaten, harass, discriminate against, or otherwise mistreat the Service Provider's employees. In the event of such behavior, the Service Provider has the right to terminate the service immediately.

6. Keys, Access, and Security

6.1. If the Client provides the Service Provider with a key, door code, or other means of access, it will be used solely for providing the agreed service.

6.2. The Service Provider takes reasonable measures to protect any keys and access information received from the Client.

6.3. The Client is responsible for ensuring that the access information given to the Service Provider is correct and valid.

6.4. If the Client fails to provide access to the premises at the agreed time, this will be treated as an obstacle to the service caused by the Client.

7. Rescheduling and Cancellation

7.1. The Client may reschedule or cancel a booked service by notifying the Service Provider as soon as possible.

7.2. If the order is cancelled or rescheduled at least 24 hours before the agreed start time, a cancellation fee will not normally apply.

7.3. If the Client cancels less than 24 hours before the agreed start time, or if the Service Provider is unable to access the premises for reasons attributable to the Client, the Service Provider may charge reasonable compensation that has been communicated to the Client in advance — for example, up to 50% of the agreed service price.

7.4. The cancellation fee must be proportionate to the loss incurred by the Service Provider or the loss of booked working time, and does not limit the Client's statutory rights.

7.5. If the Service Provider needs to cancel or reschedule the service for reasons on its own side, the Client will, where possible, be offered a new time, or the corresponding prepaid amount will be refunded.

8. 14-Day Right of Withdrawal

8.1. If the Client is a consumer and the contract is concluded by means of distance communication or away from the Service Provider's business premises, the statutory 14-day right of withdrawal may apply to the Client.

8.2. If the Client wants the Service Provider to begin providing the service before the 14-day withdrawal period has expired, the Client must give the Service Provider explicit consent to do so.

8.3. If the service begins with the Client's prior explicit consent and the conditions set out by law are met, the Client's right of withdrawal may end once the service has been fully provided.

8.4. This clause does not limit any of the Client's other statutory rights.

9. Payment

9.1. The Client is required to pay the agreed price for the service according to the invoice issued by the Service Provider or another agreed payment method.

9.2. Unless the parties have agreed otherwise, the invoice must be paid by the due date stated on it.

9.3. Where a prepayment is required, the service will generally begin only after the prepayment has been received, unless the parties have agreed otherwise.

9.4. In the event of an unpaid invoice, the Service Provider is entitled, to the extent permitted by law, to charge late payment interest and to restrict the provision of further services until earlier obligations have been settled.

10. Service Quality and Complaints

10.1. The Client may submit a complaint to the Service Provider regarding the quality of the service or a possible defect, in a format that can be reproduced in writing.

10.2. We ask that the Service Provider be informed of any defects as soon as possible, preferably within 24 hours of the service being provided, so that the Service Provider can assess the situation quickly and, if necessary, correct the defect.

10.3. The 24-hour period referred to in clause 10.2 does not limit the Client's statutory rights and does not prevent a complaint from being made if a defect becomes apparent at a later time.

10.4. In the case of a justified defect, the Service Provider has the right — and, where possible, the obligation — to correct the defect within a reasonable time, or to offer another remedy provided for by law.

10.5. Where reasonable, the Client must allow the Service Provider to inspect the result of the service and to correct any defect.

11. Liability and Damages

11.1. The Service Provider is liable for direct material damage caused to the Client to the extent provided by law.

11.2. The Service Provider is not liable for damage resulting from pre-existing damage to an item or surface, normal wear and tear, the particular characteristics of a material, faulty installation, a hidden defect, or inaccurate or incomplete information provided by the Client.

11.3. The Service Provider is not liable for damage that becomes apparent or worsens during normal cleaning if it could not reasonably have been detected before the work began.

11.4. If the Client wants an especially delicate, valuable, or non-standard surface to be cleaned or treated, the Client must inform the Service Provider of this before work begins and, if necessary, provide the manufacturer's care instructions.

11.5. The Service Provider does not exclude or limit liability to the extent that such exclusion or limitation is not permitted under Estonian law.

12. Valuables and Personal Items

12.1. The Client is responsible for the secure storage of cash, documents, jewelry, collectibles, and other particularly valuable items.

12.2. The Service Provider's employees are not required to handle cash, valuables, documents, or other personal items during the service, unless this has been separately agreed as part of the service.

12.3. If an item needs to be moved in order to carry out the cleaning, this will be done to a reasonable extent and, where possible, with ordinary care.

13. Pets and Special Conditions

13.1. The Client is responsible for ensuring that pets do not endanger the Service Provider's employees or interfere with the work.

13.2. If an animal behaves aggressively or otherwise poses an objective risk, the Service Provider has the right to require that it be placed in a separate, secure room, or to stop providing the service.

13.3. The Service Provider is not responsible for an animal that enters the premises or escapes a room due to the Client's own act or omission.

14. Cleaning Products and Chemicals

14.1. The Service Provider may use its own cleaning products and equipment as appropriate to the nature of the service.

14.2. The Client may request that their own cleaning products be used, but must inform the Service Provider beforehand about their nature and instructions for use.

14.3. The Service Provider has the right to refuse to use any chemical that is unknown, non-compliant, or potentially hazardous.

14.4. The Client may not require an employee to use chemicals or other substances in a manner that could endanger the health or safety of the employee or others.

15. Confidentiality and Privacy

15.1. The Service Provider and its employees will keep confidential any personal or other non-public information about the Client that becomes known to them while providing the service.

15.2. The Service Provider will not use personal information seen in the Client's home or on the premises for any purpose other than the proper provision of the service, except where required by law.

15.3. More detailed principles governing the processing of personal data are set out in the Service Provider's Privacy Policy.

16. Photographs and Documentation

16.1. The Service Provider may need to take photographs to document the quality of the service, any damage, or a dispute.

16.2. Such photographs will only be used for a legitimate purpose, such as assessing service quality, documenting a damage incident, resolving a complaint, or defending a legal claim.

16.3. Photographs showing the Client's home or personal belongings will not be used in the Service Provider's marketing without the Client's separate consent.

17. Refusal to Provide the Service

17.1. The Service Provider has the right to refuse to provide, or to stop, the service if:

• there is a serious risk to the health or life of an employee or another person on the premises;

• the Client or another person present behaves in a threatening, violent, or harassing manner;

• the premises do not meet reasonably safe working conditions;

• the access required to provide the service is not available;

• the Client requires an activity that falls outside the agreed service or is unlawful;

• providing the service would require the use of chemicals or methods that the Service Provider does not consider safe;

• the Client has failed to disclose important information about the condition of the premises.

17.2. If the refusal to provide the service is due to the Client or the condition of the premises, the Service Provider retains the right to payment for work already completed and, where applicable, any other compensation permitted by law.

18. Force Majeure

18.1. The Service Provider is not liable for any delay in or failure to provide the service to the extent that it was caused by a circumstance that the Service Provider could not reasonably have influenced or foreseen, or whose effects could not reasonably have been avoided.

18.2. Such circumstances may include, among others, widespread power or water outages, natural disasters, fire, traffic disruption, an order from a public authority, a major technical failure, or another comparable extraordinary event.

19. Direct Contact with Employees

19.1. The Service Provider's employees act on behalf of the Service Provider, and ordering, changing, agreeing on additional work, and payment for the service all take place through the Service Provider.

19.2. The Client may not assign tasks to the Service Provider's employee that have not been agreed with the Service Provider.

19.3. If the Client would like any additional work or changes to the service, these must be agreed with the Service Provider before the work is carried out.

19.4. This clause does not limit the statutory rights of either the employee or the Client, and does not prohibit any relationship between the parties after the employee's employment with the Service Provider ends, where such a prohibition would not be permitted by law.

20. Processing of Personal Data

20.1. The Service Provider processes the Client's personal data for the purposes of ordering, organizing, and providing the service, billing, client communication, and fulfilling statutory obligations.

20.2. The data processed may include, for example, the Client's name, phone number, email address, the address where the service is provided, booking details, and payment-related information.

20.3. Personal data is processed in accordance with applicable data protection requirements, including the EU General Data Protection Regulation (GDPR).

20.4. Data may be shared with authorized processors as needed to provide the service, or with other parties in cases provided for by law.

20.5. More detailed information on the processing and retention of personal data, as well as the Client's rights, can be found in the Service Provider's Privacy Policy.

21. Complaints and Dispute Resolution

21.1. The Client and the Service Provider will first try to resolve any issues relating to the service between themselves, in writing and in good faith.

21.2. A complaint should be submitted to the Service Provider together with as accurate a description as possible and, if relevant, photographs or other supporting information.

21.3. The Service Provider will respond to any complaint submitted within a reasonable period of time.

21.4. If the matter is a consumer dispute and the parties are unable to reach an agreement, the consumer has the right to use the out-of-court dispute resolution options provided for by law, including turning to the Consumer Protection and Technical Regulatory Authority or another competent consumer dispute resolution body.

21.5. Disputes will be resolved in accordance with the law of the Republic of Estonia, taking into account the mandatory rights granted to consumers under European Union and Estonian law.

22. Final Provisions

22.1. If any provision of these Terms is found to be invalid or unenforceable, this will not affect the validity of the remaining Terms.

22.2. The Service Provider has the right to update these Terms where there is a legal, technical, or business need to do so. The Terms in force at the time the Client placed the order will apply to the Client, unless the law or an agreement between the parties provides otherwise.

22.3. These Terms do not limit the statutory rights or obligations of either the Client or the Service Provider.

22.4. By ordering the service, the Client confirms that they have read and agree to these Terms to the extent that they are consistent with the law.