Terms of Use

1. Purpose and scope of the T&Cs

Batmaid operates the Platform, which allows Clients to book and pay for a service.

The purpose of these general terms of use is to define the terms of access and use of the Platform and define the rights and obligations of Batmaid, the Agents and the Clients in connection with the use of the Platform.

In its capacity as an employer, BATMAID is, therefore, the service provider hired for the service.

2. Definitions

The following definitions are applicable to the entire T&Cs.

"Agent": means an employee of Batmaid PL Sp. z o.o..

"Application": means the mobile application operated by Batmaid available on iOS and reserved for Clients only.

"Batmaid": refers to the company Batmaid PL Sp. z o.o. - NIP: 5252867770, in its national scope. Hereinafter referred to as "Batmaid".

"T&Cs": refers to the present general terms and conditions of use.

"Client": refers to any natural or legal person using the Platform to benefit from a Service.

"Account": refers to the dedicated and individualised digital space of a User on the Platform, whether they are a Client or an Agent.

"Content": refers to any statement, message, information or data posted on the Platform.

"Cleaning": refers to a cleaning service performed in a private home.

"Platform": refers to the booking platform for the Service operated by Batmaid, accessible from the Website and the Application, allowing the Service to be carried out.

"Service": refers to the home service rendered byBatmaid PL Sp. z o.o. to a Client in the field of home services, more specifically Home cleaning and End-of-tenancy cleaning, on the Platform.

"Booking": refers to an order for a cleaning (for a frequency of cleaning or a one-off cleaning) made by a Client.

"Services": refers to all the services provided by Batmaid to the Users (and in particular the invoicing and payment tools, the insurance of the Services, etc.).

"Website": refers to the https://www.batmaid.pl/ website and all its sub-domains.

"User": means any Client, Agent or user who uses the Platform.

Unless otherwise required by the context, terms and definitions in the singular include the plural and vice versa.

3. Registration and acceptance of the T&C’s and use of the Website

3.1. FOR THE CUSTOMER

Any order for a Service requires the creation of a personal account by the Client. The Client can therefore create their Account and register on the Platform by means of (i) the Website, during the booking process of a Service or by clicking on the "Login" tab or by means of (ii) the Application, during the booking process of a Service.

The Client must provide the information necessary to create their Account when they first log in, particularly their surname, first name, email address and home address. In addition, the Client guarantees Batmaid that they have the power and capacity to create the Account and use the Services. The client must therefore be of legal age and have full legal capacity. Moreover, the client can only order a Service for themselves and/or for the account of a third party. The Client also guarantees the veracity of the information given during the booking process.

During the booking process of a Service and thus the creation of their Account, the Client agrees to read the T&Cs when they materialise their consent by ticking the box "I accept the terms of use". The Client is free to accept or refuse the T&Cs. In case of refusal, the Customer will unfortunately not be able to access their account on the Website.

Upon acceptance and/or at the end of the Booking process of a Service, the Client receives an email confirming the creation of their Account.

3.2. FOR THE AGENT

The Agent can apply from the Platform via the Site, in the section dedicated to Agents.

When logging in for the first time, the Agent must provide the following information to create their Account: their title (Mrs., Mr.), family name, first name, email address, date of birth, phone number, address, desired rate of employment, type of identity papers or residence permit, experience, means of transport and curriculum vitae. In addition, the Agent guarantees Batmaid that they are of legal age and have full legal capacity and the freedom to work on Polish territory, create the Account, and be employed by a company.

During the Account creation process, the Agent undertakes to read the T&Cs when they materialise their consent by ticking the box "I accept the terms of use". The Agent is free to accept or refuse the T&Cs, in case of refusal, the Agent will not be able to access their account on the website.

Upon acceptance, the Agent will receive an email confirming receipt of the application.

3.3. WEBSITE'S USE

The User of the Website may download, display or print the contents of the Batmaid Website solely for personal, non-commercial use, thereby retaining and reproducing any copyright or other proprietary notices contained in any information or other material that the User downloads. Any other use, in whole or in part and by any means whatsoever, including reproduction, modification, distribution, transmission or broadcasting of the website’s content, is strictly prohibited, except with the prior written consent of Batmaid.

Batmaid does not guarantee in any way, nor does it declare that the use of the website’s content by the User will not infringe the rights of third parties.

4. COPYRIGHT AND INTELLECTUAL PROPERTY

The content of the Website, including but not limited to texts, trademarks, logos, diagrams, photographs, videos, audio files, music, layout, designs, know-how, technologies, products and processes, belong to Batmaid PL Sp. z o.o. or the companies belonging to the Batgroup SA group or are used with the authorisation of their respective owners, and are therefore protected by copyright, trademarks, patents and all other intellectual or industrial property rights that exist under the applicable law (all rights reserved).

Except as otherwise provided in the Batmaid T&Cs, nothing on the Batmaid Website shall be construed as granting you any licence or right to use any content on our Website.

5. Evolution of the Services and modification of the T&Cs

Batmaid evolves the characteristics and functionalities of the Platform and the Services to improve its operation and quality.

Batmaid may unilaterally modify the T&Cs concerning the technical aspects of the Platform and the Services as long as this does not result in an increase in price or a change in the quality and as long as the characteristics to which the User has committed were included in the T&Cs.

For other modifications to the T&Cs and Services, Batmaid will inform the User by email.

In the absence of objection by the User within 30 days, the modifications will be considered read and accepted. However, in case of objection or refusal, the Contracts will be immediately terminated, and the User will have to stop using the Platform and the Services, subject to the full performance of the obligations in force (in particular, the Users and Batmaid will have to honour the Reservations of the Services in progress).

6. Account access, use and security

Access to the Platform and the Services is exclusively reserved for Users. Each User understands and accepts that they are responsible for the access and use of their Account.

Except in the event of technical failure attributable to Batmaid or force majeure, each User is responsible for the confidentiality of their connection data and undertakes to implement all measures to ensure their login and password (in particular, by choosing a secure password, etc.).

If the User has reason to believe that their login data (in particular, their login or password) has been lost, stolen, misappropriated or compromised in any way or in the event of unauthorised use of their Account. In that case, the User must immediately notify Batmaid by email to klienci@batmaid.pl.

In such a situation, the User authorises Batmaid to take all appropriate measures to prevent any further access to the Account.

7. Performance of the Services

7.1. BOOKING OF A HOME CLEANING SERVICE

The Client can make a Booking on the Website or the Application. They must select the "home cleaning" Service and enter the postal code where the Service is to occur.

The Customer then chooses the duration of the Service (the duration is either manually selected by the Customer or using the duration calculation tool - "calculate duration"). The Client can then add "Extras" (as defined on the website) to the cleaning, which are additional options that the Client wishes to have performed during the cleaning (in particular, cleaning the inside of the oven, additional time for ironing, etc.).

The Customer then chooses the frequency of their cleaning (every week, every two weeks, every four weeks or once). They also indicate whether or not they have pets at home and choose the date and time of their first Service. If the Client selects a frequency, the cleaning will automatically be repeated on the same day and at the same time with the same person.

Finally, the Client confirms that they have all the equipment and products required for the cleaning. They also enter the exact address of the cleaning and the instructions for accessing the house, and any additional instructions and finally enter the desired payment method.

The Services can only be carried out at times indicated on the Platform - 8:00 am to 7:00 pm - or the Application.

7.2. BOOKING OF AN END-OF-TENANCY CLEANING

The Client can make Bookings on the Website or the Application. They must select the "end-of-tenancy" Service and enter the postal code where the Service is to occur.

The Customer then enters the surface area of the property to be cleaned to obtain an online quote. The Customer is given an hourly rate and a price, which already includes selected "Extras" (additional options to the standard cleaning). In addition, the Client can choose to remove and/or add certain "Extras", which will automatically recalculate the duration of the cleaning.

The Customer then chooses whether or not to take out a "Guarantee" for their end-of-tenancy cleaning. The guarantee  is applicable when:

if the cleaning is not done properly, someone will come back to finish the job for free

only the services booked are covered (as well as what is included in a standard cleaning)

The guarantee does not apply:

if the actual surface does not correspond to the one indicated in the reservation made by the Client

for any accidental damage to the accommodation

for matters not related to the cleaning

for the non-fulfilment of the "Extras" that have not been selected

For the non-fulfilment of non-included cleaning items

Then, the Client chooses the day on which they wish the Service to take place. In principle, all end-of-tenancy cleaning starts at 8 am. If the Client wishes to adjust the time, they must let the Batmaid company know by clicking on "I wish to be contacted to adjust the time".

Finally, the Client confirms that they have all the equipment and products necessary for the cleaning. They also fill in the exact address of the end-of-tenancy cleaning and any additional instructions and then finish by filling in the desired payment method.

The Services can only be carried out at times indicated on the Platform - 8:00 am to 7:00 pm - or the Application.

Please note: on the day of the end-of-tenancy cleaning, the Client must be present on the arrival of the Cleaning Agent(s) to show them the premises and explain the exact expectations. In addition, the Client must be also present one hour before the end of the cleaning to walk around with the Agent(s) to make sure that there are no shortcomings in the cleaning.

7.3. CONNECTING CLIENTS AND AGENTS

Once an Agent has accepted a cleaning, it is considered validated.

Cleanings are allocated according to the Agent's ratings and the location of the Agents and Clients.

If an Agent does not respond within a period of time that depends on the urgency of the Booking, the Booking is then proposed to another Agent until it is accepted by one of them.

7.4. WITHDRAWAL AND CANCELLATION OF A SINGLE BOOKING OR CLEANING FREQUENCY

The Customer can cancel a Service free of charge by clicking on "My cleanings" when logging into their Batmaid account. Then, in the "Upcoming" section, the Client clicks on the "More" tab of the cleaning they wish to cancel and then clicks on "Delete". The Agent will be notified immediately of the change.

If the Client wishes to cancel their entire regular cleaning contract, they should contact Batmaid by email at klienci@batmaid.pl.

If the cancellation of an Event is made 48 hours before the Event, no cancellation fee will be charged to the Client. If the Client cancels a Service less than 48 hours before the event, the equivalent of one hour of cleaning time will be charged. If the cancellation occurs after 18:00 of the day before the event, the Client will be charged the full price of the Event booked.

The Client may stop their recurrence of cleaning at any time without charge as long as the cancellation occurs more than 48 hours before their next cleaning. If the Client's recurrence is cancelled less than 48 hours before the next booked cleaning, the cancellation fees set out in the previous paragraph will apply.

7.5. COURSE OF PERFORMANCE

At the end of a Service, the Client can evaluate the Agent's Service through a rating system on the Platform or the Application.

8. Financial conditions

8.1. PRICE OF THE SERVICES

Batmaid sets the price of the Services. The cost of each particular Service appears on the Platform. The Customer must pay for the Services by credit card

8.2. PAYMENT OF THE SERVICES

The price of the Services is subject to a bank pre-authorisation 24 hours before the start of the Service. It is automatically debited from the Customer within 48 hours after each cleaning. Credit card / Lydia Solutions SAS pays recurring and one-off cleanings. (VISA/Mastercard/American Express) only.

8.3. INVOICES

Invoices for the Services provided to the Customer and invoices for the Services are available at any time, and for a period of 10 years, from their personal Account. 

9. Batmaid's commitments

Batmaid undertakes to make the Platform and the Services available to Users and do its best to ensure their accessibility and proper functioning.

In this respect, Batmaid undertakes to ensure that the Platform and the Services are accessible 24 hours a day, seven days a week, except in cases of force majeure or unforeseeable and insurmountable behaviour by a third party, and subject to any breakdowns and maintenance and updating operations necessary for the proper functioning of the Platform and the provision of the Services (subject to the points set out in Article 10: Batmaid's limited liability).

Batmaid provides Users with a support service to answer questions and provide assistance in case of difficulty. For any question or request for information concerning the Platform or the Services, the User may contact Batmaid by sending an email to the following address: klienci@batmaid.pl.

In the event of a malfunction or anomaly disrupting the proper functioning of the Platform or the Services, Batmaid undertakes to use its best efforts to restore the situation.

10. Batmaid's limited liability

Users acknowledge and accept that by accessing, using, exploring and browsing the Batmaid Website, they do so under their responsibility.

Users acknowledge and accept that, to the extent permitted by applicable law, Batmaid PL Sp. z o.o., its affiliated companies in Poland and abroad, their directors, officers, employees, agents or shareholders, nor any other party involved in the creation, production or delivery of the Website, shall in no event be held liable for any direct or indirect damages, any damage to reputation, costs, losses, loss of turnover or profits or liabilities of any kind (even if the occurrence of such damage was known or could have been known to the company or any of its affiliates), which may result from the User's access to, use of or inability to use the Website or its contents.

All documents downloaded or obtained by any other means when using the Website are under the User’s sole responsibility, whether the User is a Client, an Agent or an ordinary User. Furthermore, Batmaid is not responsible for temporary difficulties or impossibilities of access to the Platform, the Account or the Services if they are due to a fault of a User, to circumstances beyond its control, to force majeure, or due to disruptions of the telecommunication networks or to the limits inherent to the functioning of a service on the Internet.

Batmaid reserves the right to interrupt or suspend all or part of its website’s functionalities in the event of inappropriate behaviour, such as racist remarks.Batmaid PL Sp. z o.o., or any of its companies belonging to the Batgroup SA group, accept no responsibility whatsoever for any interruption or suspension of all or part of its website’s functionalities resulting from the actions or omissions of Batmaid any of its affiliated companies or any third party.

11. Users' commitments

11.1. COMMITMENTS COMMON TO ALL USERS

The User expressly undertakes :

to respect the laws and regulations in force and not to infringe public order, good morals or the rights of third parties and not to violate any legal or regulatory provision;

not to allow any third party to use their own Account;

not to publish Content that is abusive, defamatory, denigrating, slanderous, contrary to public decency, infringing public order or the rights of third parties, or likely to harm the rights, reputation or image of Batmaid or another User;

not to use the Platform or the Services fraudulently (e.g. a false account or identity) and/or to harm the interests of Batmaid or another User;

not to assign or otherwise transfer their Account to a third party;

to provide Batmaid with all the information necessary for the proper performance of the Services and to guarantee its accuracy;

to make fair use of the Platform and the Services, i.e. to participate in the registration, booking or rating process (optional);

inform Batmaid of any complication of any kind, of any problem with another User or in the use of the Platform, the Account and the Services; and

keep strictly confidential and not share with any third party any exchange, conversation, information and, more generally, any element concerning the Services, the Reservations and the exchanges between Users or with Batmaid.

The User understands and agrees that the following is strictly prohibited:

any behaviour that interrupts, suspends, slows down or prevents the continuity of the Platform or the Services,

any intrusion or attempted intrusion into the systems of Batmaid,

any diversion of the system resources of the Account and the Platform,

any action that imposes a disproportionate burden on Batmaid's digital infrastructure,

any breach of security and authentication measures,

any act that may harm the financial, commercial or moral rights and interests of Batmaid and other Users,

any breach of the T&Cs,

any copy and/or misappropriation of Batmaid's digital infrastructure and, more generally, any practice that misuses the Platform and the Services for purposes other than those for which they were designed.

11.2. CLIENT'S COMMITMENTS

The Client expressly undertakes :

to have a correct, polite and decent attitude towards the Agents;

not to cancel Bookings repeatedly;

to put the Agents in the best possible position to enable them to carry out the Services in good conditions (for example, to be in possession of all the necessary equipment and products, etc.);

informing the Agent of certain conditions specific to the Services, and in particular, informing of the presence of animals at the address where the cleaning is to take place (this may prevent some Agents with allergies or fears from carrying out the Cleaning Services); and

not to contact Agents after the completion of a Service so that they perform services outside the Platform.

12. Users' responsibility

Users are responsible for their use of the Platform and the Services so that they are liable for any damage they may cause as a result of their behaviour and inaccurate, incomplete and/or misleading information they provide when registering or failing to update this information, the consequences of which they alone shall bear.

More specifically, Users are responsible for :

  • the information they choose to put online on their Account and that they publish using the Platform or the Services; and
  • the Bookings of Services made on the Platform.

13. Duration

The T&Cs are concluded for an indefinite period of time and come into force as of their acceptance by the User.

14. Insurance

Batmaid PL Sp. z o.o. has professional liability insurance 

In addition, the company also covers proven damage to your home.

If the damage is proven, Batmaid PL Sp. z o.o. has civil liability insurance to cover the damage up to €650.

Please note that without photos or communication within 48 hours, Batmaid PL Sp. z o.o. declines all responsibility for the damage.