1. About these Terms and Conditions
1.1 The Client accesses and use of the Website of Batmaid SA, its mobile Apps and any other technical interfaces provided by Batmaid SA (together “batmaid.ch” or the “Website”) are governed by the present terms of use (the “Terms and Conditions”, “General Terms andConditions” or GTC). By accessing, browsing and using the Website The Client acknowledges to have read, understood and accepted, without reserve, these Terms of Use.
1.2 Through the Website or other technical means (for example, our mobile Apps, our callcenter,...) , The Client (“the Customer”, or You) can subscribe to the cleaning services provided by Batmaid SA. These services are detailed in Part II of the present Terms and Conditions.
1.3 These terms and conditions apply exclusively to Batmaid's B2C services for private/individual customers. Batmaid for Business activities (professional cleaning) are governed by separate contractual agreements and terms and conditions, which are provided directly to business customers by their dedicated account manager.
Part I - The Website
2.1 The content of our Website and namely but not exclusively the texts, marks, logos, diagrams, photographs, videos, sounds, music, layout, designs, know-how, technologies, products, and processes are the property of Batmaid SA or its affiliated companies or are used with the authorization of the owners, and accordingly are protected by copyright, trademarks, patents and all other intellectual or industrial property rights which exist under applicable law (all rights reserved). 2.2 Except as provided in Section 2.3 hereinafter, nothing contained on our Website shall be interpreted or construed as granting the Client a license or a right to use any such content of ourWebsite. 2.3 The Client may download, display or print the content of our Website solely for personal, non-commercial use, thereby retaining and reproducing each and every copyright notice or other proprietary rights notice contained in any information or other material The Client downloads. Any other use, including the reproduction, modification, distribution, transmission, or broadcast of the content of the Website, in whole or in part and by any means, is strictly prohibited, except upon prior written consent of Batmaid SA. 2.4 Batmaid SA neither warrants nor represents that The Client’s use of any content displayed on its Website will not infringe rights of third parties.
3.1 Any material, information and all the content that The Client finds on the Website are furnished to The Client “as is”, in function of their availability, and without guarantee of any sort, expressed or implied, including, among others, the implied warranty of merchantability, or fitness for any particular purpose.
3.2 Batmaid SA does not guarantee that its Website or its content will correspond to The Client’s expectations, will not be interrupted, timely, secure and free of error.
3.3 The activation of certain links on the website may cause The Client to leave our website. We do not review any of these linked websites and do not warrant or guarantee, either expressly or implicitly, the quality, pertinence, accuracy, completeness, update status, availability or legality of the content of these sites, nor shall we be in any way responsible for the products, services, information and other content offered via these linked sites. The same applies to websites offering links to our website.
3.4 The Client undertakes to use the website in a proper and reasonable manner, and not to misuse the website in any way or use it in such a way as might occasion, for example, the overloading of the website, any delay in the transmission of information, any interruption of service, blockage of access to the website or any other effect detrimental to us or to the users of our Website.
3.5 The content of our Website may contain inaccuracies or errors. Batmaid SA reserves the right to make changes, corrections and/or improvements to such content any time without prior notice but does not assume any responsibility to do so.
4.1 The Client accesses, uses, browses and navigates on our Website at their own risk and peril.
4.2 The Client recognizes and accepts that, to the fullest extent permitted by applicable regulations, neither Batmaid SA, any of its affiliated companies, their directors, officers, employees, agents or shareholders, nor any other party involved in creating, producing or delivering the Website, may be held liable for any direct, indirect, or consequential damages, any injury to reputation, costs, losses, decrease in turnover or profits or liabilities of any nature whatsoever (even if the advent of such damage was known or could have been known by Batmaid SA or any of its affiliated companies), capable of arising from their access to, or use of, or on the contrary the impossibility to use, the Website or their content.
4.3 All materials which are downloaded or obtained by any other manner during the use of ourWebsite are at The Client’s own risk and peril. Batmaid SA, or any of its affiliated companies, assume no liability for any damage or virus which could affect The Client’s computer equipment or other property by reason of The Client’s access to, use or downloading of any material from its Website or for any illegal intrusion or intervention in the IT systems.
4.4 Batmaid SA reserves the right to interrupt or discontinue any or all of the functionality of itsWebsite. Batmaid SA, or any of its affiliated companies, accept no responsibility or liability whatsoever for any interruption or discontinuance of any or all functionality of its Website resulting from actions or omissions of Batmaid SA,, any of its affiliated company, or any third party.
Part II - The Cleaning Services
5.1 Batmaid SA offers its cleaning services in Switzerland. These services are performed through the cleaning agents that are employed directly by Batmaid SA.
5.2 These services are provided to The Client, in accordance with the present agency contract(art. 394 of the Swiss Code of Obligations).
5.3 Our employees will not be able to lift objects exceeding 5kg. They will be able to move objects up to 10 kg, as long as they are easy to slide on the ground. Any object exceeding this limit cannot be moved by Batmaid SA employees.
5.4 It is forbidden to record images of our employees during their services, if an explicit agreement has not been made beforehand.
6.1 To the extent allowed by the art. 101(2) of the Swiss Code of Obligations, Batmaid explicitly excludes all liability for any damages caused by its agents
7.1 Batmaid SA provides its cleaning services through a set of different subscriptions and punctual (one-off) services (together referred to as the “Plans”), each one defined by different characteristics, contractual engagements and prices.
7.2 Prices shown on the website are in local currency, unless explicitly stated otherwise. The total price at the time of payment includes VAT, unless explicitly stated otherwise.
7.3 Batmaid SA reserves the right to immediately reflect - on its final service price - any change in VAT, minimum salaries as per collective labor agreement for the cleaning sector or any other external costs that are subject to external regulations.
7.4 Batmaid Offers can be modified at any time and are valid as long as they appear on the site at the time of booking. Modifications will be effective for any new reservations, either by existing or new customers.
7.5 In case Batmaid decides to modify or remove an existing Plan from its offering, Batmaid will inform the affected customers in writing 45 days before the Plan is removed or modified. An email message sent to the email address indicated in the customer’s file is explicitly deemed to constitute a written communication in this sense.
7.6 During the term of the agreement and for a period of 6 months thereafter, the Client agrees not to directly solicit, hire, or engage the services of any cleaning agent who was involved in providing services without the express written consent of Batmaid. In the event of any breach of this clause, the Client agrees to pay Batmaid a damages fee equivalent to 3 months of the services used. In case of changes in plans, the highest frequency plan price over the last 12 months shall be the reference.
8.1 The payment of The Client’s order is made by credit card or similar methods (e.g. Twint),directly on the Website. At the moment of ordering the services, Batmaid will perform a pre-authorization of the payment method, however the services are paid after the service has been delivered or when the cancellation fees and any other penalty fees as specified in the Plan become due.
8.2 The payment will only be deemed to have been made when Batmaid SA has received in full the sums indicated for each cleaning on the Website. In exceptional cases, The Company may accept to issue invoices for its services, and unless otherwise specified, these payments should be settled within a 10-day period.
8.3 In case one or more payments have not been made, including but not limited due to the failures in charging the payment method provided by the customer, Batmaid reserves the right to charge reminders’ fees, suspend the service and cancel any upcoming cleanings without further notice.
9.1 The company will dispatch payment reminders via email, postal mail, SMS, phone call, or other suitable means aligned with the chosen payment mode.
9.2 A first reminder can be dispatched no earlier than the day following the expected payment date and grants an additional grace period for payment reception of maximum 10 days, but no less than 5 working days.
9.3 The company retains the right to levy a fee of CHF 15.00 from the second reminder. This applies irrespective of the chosen payment method, encompassing but not limited to credit card or invoice payments.
9.4 In case of delayed payment, and subsequent to a minimum of two reminders communicated, the case will be forwarded to our external collection agency. This agency will impose a processing fee in accordance with the terms outlined on www.fairpay.ch, which will be due for payment.
10.1 The cleaning schedule can be modified by Batmaid for organizational reasons at any time. Batmaid is not responsible for any direct or indirect damage that this may create.
10.2 If The Client cancels or modifies a cleaning that has already been scheduled, The Client will be charged a conventional penalty (“Cancellation Fee”) as follows: Free of charge if cancellation is notified 28 days in advance or more (by call, email or inside the options page ‘Your holidays’ inside your Batmaid personal account), CHF20.- fee for cancellations made between 28 days and 8 days before the cleaning date, the full cleaning amount for cancellations made 7 days or less before the cleaning date.
10.3 Subject to any specific provisions outlined in the terms of each respective plan, either party reserves the right to cancel the plan at any time. It is emphasized that the provisions of article 10.2 continue to apply.
10.4 Any fees or penalties due by The Client for the cleanings already scheduled, for instance the Late Change fees, are reserved.
11.1 In the event that The Client is dissatisfied with the service or if the service was not performed as agreed, The Client undertakes the obligation to notify Batmaid in writing or by direct phone call within 48 hours of the conclusion of the service.
11.2 The notification must include a detailed description of the issues or concerns related to the service, providing sufficient information for Batmaid to investigate and address the matter effectively.
11.3 Failure to notify Batmaid within the stipulated 48-hour timeframe shall be construed as an acknowledgment by The Client that the service was performed satisfactorily and in accordance with the agreed-upon terms.
11.4 Batmaid reserves the right to deny any claims or requests for adjustments if The Client fails to adhere to the notification requirement outlined in this clause.
12.1 The Client is required to furnish detailed and accurate information necessary to access the cleaning location. It is imperative that The Client communicates any changes in access protocols promptly to ensure uninterrupted service. In the event that a Batmaid agent is unable to access the cleaning location due to insufficient or inaccurate information, Batmaid reserves the right to charge the customer the full cost of the cleaning service booked.
12.2 In situations where The Client anticipates challenges or delays in providing access, it isThe Client’s responsibility to communicate these issues to us in a timely manner. This allows for adequate planning and adjustment of service schedules. Failure to provide adequate access information or cooperation may result in fees up to and including the full cost of the reserved cleaning.
12.3 If The Client chooses to provide keys to Batmaid service personnel, they do so entirely at their own risk. The Client releases Batmaid from any liability for loss, theft, damage or misuse of keys provided, and for any subsequent impact on locks, metalwork or household infrastructure. It is The Client’s responsibility to report to Batmaid any lost or compromised keys promptly to mitigate potential risks.
13.1 Batmaid can distribute at its own discretion Discount vouchers (the “Voucher”) that can be used by The Client to obtain a Plan at special conditions.
13.2 The Vouchers can be used only on the Website and provided that the amount of the order with taxes is equal to or greater than the minimum amount indicated on the Voucher.
13.3 Unless otherwise indicated on the Voucher or on the communication accompanying them, a Voucher can only be redeemed before the expiration date mentioned on it or on the communication accompanying it and before the expiration of the campaign period it is attached to, whichever comes first.
13.4 Batmaid reserves the right to cancel a Voucher at any time, and to suspend any accounts from the possibility of using Vouchers in case of abnormal activity, abuses or any suspicion thereof.
13.5 Batmaid can offer on its Website the possibility to purchase “Gift Cards”.
13.6 Every purchase of a Gift Card is final and is not eligible for a refund once the Gift card voucher code has been transmitted.
13.7 By activating a Gift Card, The Client (or the person The Client provides the Gift Card to) can obtain a credit on their account, equivalent to the amount of the Gift Card.
13.8 Gift cards and their credit expire 12 months after purchase. The expiration date can be extended once for another 12 months upon request.
13.9 The credit obtained through the activation of a Gift Card, or remaining after the partial use of the credit obtained through the activation of the Gift Card, can uniquely be used for the purchase of one or more Plans. Any reimbursement of credit or partial credit is explicitly excluded.
Part III - General Provisions
Batmaid shall not be liable for any delay, failure, or interruption in the performance of its obligations under these Terms if such delay or failure results, directly or indirectly, from events beyond its reasonable control, including but not limited to: natural events, fire, flooding, storms, pandemics, epidemics, governmental measures, labour disputes, strikes, lockouts, severe staff shortages, failures of third-party suppliers, utility outages, or interruptions of telecommunication or IT systems. In such cases, Batmaid may suspend or adapt the provision of services for the duration of the event and shall inform the Client as soon as reasonably possible. Any statutory rights of the Client under mandatory Swiss law remain reserved.
We may send the Client automatic or transactional emails necessary for the delivery and management of our services (such as booking confirmations, payment receipts, account notifications, or important service updates). These communications are essential to the operation of the service and cannot be unsubscribed from. Marketing or promotional communications, if any, are sent only with the Client’s prior consent and may be unsubscribed from at any time.
The processing of personal data related to the Client and to the provision of the services is governed by Batmaid’s Privacy Policy, available on the Website. The Privacy Policy forms an integral part of these Terms. By using the Website or subscribing to the services, the Client acknowledges having read and accepted the Privacy Policy and agrees that Batmaid may process personal data to the extent necessary for the performance of the contract, the management of the Client’s account, the provision of the cleaning services, billing, fraud prevention, operational communications, and compliance with legal obligations. Batmaid may engage third-party service providers located in Switzerland or abroad, provided adequate data protection is ensured in accordance with the Swiss Federal Data Protection Act (nLPD).
Batmaid reserves the right to modify these Terms at any time. Any substantial change will be communicated to the Client in an appropriate manner, such as by email or through a notice on the Website. Unless otherwise specified, the revised Terms shall take effect 30 days after their publication. Continued use of the Website or services after this date constitutes acceptance of the revised Terms. Changes required by law or administrative authority may take effect immediately.
The Client agrees that all notices, confirmations, invoices, modifications, reminders, or communications from Batmaid may be validly provided electronically, including via email or through the Client’s personal account. Communications sent to the email address provided by the Client shall be deemed delivered at the time of sending. The Client is responsible for maintaining an up-to-date and valid email address.
The Client undertakes to: (a) provide accurate and complete information required for the performance of the services; (b) ensure safe, sanitary, and reasonable working conditions for Batmaid employees; (c) ensure that pets do not interfere with the service or pose any risk; (d) secure valuables and confidential documents; (e) refrain from any inappropriate, discriminatory, threatening, or abusive behaviour towards Batmaid employees or support teams. In the event of serious misconduct by the Client, Batmaid reserves the right to immediately suspend or terminate the services without compensation and charge the Client for the cancelled cleaning sessions.
The cleaning services provided by Batmaid are limited to domestic cleaning tasks as described on the Website. The following activities are expressly excluded: handling or disposing of hazardous materials, chemicals, biohazards, or sharp objects; deep cleaning requiring industrial equipment; repairs, maintenance, or technical interventions on household appliances; outdoor cleaning in unsafe conditions (e.g., roofs, balconies without guardrails); childcare, elderly care, pet care, or supervision; moving heavy furniture above the limits specified in Article 5.3. Batmaid may refuse, interrupt, or adapt the service if conditions make the service unsafe or impossible. Any fees under Article 10 remain reserved.
Batmaid may assign, transfer, or subcontract all or part of its rights and obligations under these Terms to affiliated companies or qualified third parties, provided that such transfer does not reduce the level of service owed to the Client. Such assignment or subcontracting does not release Batmaid from its contractual obligations.
22.1 The present Terms of Use embody the entire agreement concluded between Batmaid SA and The Client concerning the access and the use of the Website and their content.
22.2 The fact that Batmaid SA tolerates a violation by The Client of one of the obligations set out in the Terms of Use, or does not enforce a right attributed to it thereunder or under the law shall not be construed as a waiver by it to invoke and enforce its rights.
22.3 In the event that any provision of the Terms of Use is considered to be illegal by law or regulation, existing or future, or by a court ruling, then such provision shall be considered as unwritten, all other provisions of the Terms of Use shall not be affected or impaired, maintaining full force and effect between The Client and Batmaid SA.
22.4 The headings of the provisions of the Terms of Use are for convenience alone and shall not alter or modify the terms and conditions in any manner.
22.5 The sole place of jurisdiction for all disputes arising out of or in connection with the Terms of Use stipulated herein and/or the use of the Website is Lausanne, Switzerland. We nevertheless reserve the right to initiate proceedings against The Client before the competent court at The Client’s domicile or any other competent authority.
22.6 The Terms of Use as well as the use of the Website are exclusively governed by and construed in accordance with Swiss law.
22.7 In the event of any discrepancy between the French version of this document and any translation into another language, the French version shall prevail and prevail. Versions in other languages are provided for information purposes only and do not constitute a reference for interpreting the provisions of this document.
Valid from Januar 7 2026.
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