Terms of Sale (CGV)

These general terms and conditions govern the services provided by Personal Cleaner Haute-Savoie.

The business operates under two distinct frameworks:

1. Personal Services (Services à la Personne — SAP)

Services carried out at a private individual's home, for routine housework, fall within the scope of Personal Services (Services à la Personne, "SAP") — the French statutory framework for home-based personal services — where the legal conditions are met.

Depending on the client's circumstances and the rules in force, these services may give entitlement to the tax benefits applicable to Personal Services, in particular the tax credit and, where applicable, the Avance Immédiate URSSAF (an instant advance-payment scheme run by the French social security body URSSAF).

The quote and/or invoice will indicate when a service falls within the SAP framework.

2. Non-SAP services

Services carried out for a holiday let, a concierge service, a property intended for rental, a professional client, or any intervention falling outside the strict scope of Personal Services, are treated as non-SAP commercial services.

These services are not eligible for the Personal Services tax credit or for the Avance Immédiate.

They are subject to a separate quote or invoice, on terms confirmed with the client before the intervention.

Distinguishing the applicable framework

The client acknowledges that the regime applicable to a service depends on the actual nature of the intervention, the use made of the property, and the status of the beneficiary.

Personal Cleaner Haute-Savoie reserves the right to refuse to apply the SAP framework where a service is in fact linked to rental, seasonal, professional or commercial use.

Certain services offered by Personal Cleaner Haute-Savoie may fall within the framework of Personal Services (Services à la Personne — SAP), when performed at a private individual's home, for routine housework, and where the legal conditions are met.

Services carried out in a rental, seasonal, commercial or professional context, for a concierge service, a property intended for letting, or preparation comparable to a hotel service, fall within a non-SAP framework.

These cannot give entitlement to the Personal Services tax credit or to the Avance Immédiate.

SAP services remain limited to routine housework and everyday household or family tasks. They must present no danger to the cleaner and cannot be equated with a hotel service, major refurbishment, a specialised intervention, or a technical professional service.

Legal basis:

• French Labour Code – Article L.7231-1: services provided to individuals at their home relating to household or family tasks.
• French Labour Code – Article D.7231-1: home upkeep and housework.
• Circulaire Services à la personne du 3 janvier 2025 – NOR : ECOI2433349C.
• French General Tax Code – Article 199 sexdecies: the tax benefit applies only to services falling within the legal framework for Personal Services.

The washing-up service is strictly limited to the same day's dishes, corresponding to the everyday use of the person residing at the property.

Excluded from SAP:

• dishes accumulated over several days,
• kitchen refurbishment/deep restoration,
• preparing the property for a third party (guest, tenant, etc.).

Any request going beyond routine upkeep will be carried out as a standard (non-SAP) service and will be subject to a separate quote.

Legal basis:

• D.7231-1: permits routine upkeep of the home.
• Circulaire Services à la personne du 3 janvier 2025 – NOR : ECOI2433349C: prohibits deep restoration and services comparable to a hotel service.
• SAP administrative guidance: accumulated dishes constitute restoration work → non-SAP.

Window cleaning is not included in standard services. It is offered only as a specific package, invoiced separately.

3.1 — Accessible windows (SAP)

Under the SAP framework, only windows accessible from the ground, without a stepladder, step stool or equipment enabling work at height, may be cleaned.

3.2 — Windows at height or hard to access (not offered)

Windows at height, exterior windows that are hard to access, or those requiring a stepladder, ladder, step stool, cherry picker, or an unsafe posture, are not offered. For safety reasons, no intervention is carried out at height or in conditions presenting a risk to the cleaner.

Legal basis:

• L.7231-1 and D.7231-1: SAP means everyday tasks, without danger.
• French Labour Code – occupational risk prevention: prohibits work at height without suitable equipment.
• Circulaire Services à la personne du 3 janvier 2025 – NOR : ECOI2433349C: SAP services must be safe and require no specialist equipment.

Bed preparation may only be carried out as occasional assistance to the person residing at the property.

Permitted under the SAP framework:

• putting the occupant's bedding back in place,
• remaking the bed with the sheets already in place,
• changing sheets provided by the client, only if the client is unable to do so.

Strictly excluded from SAP:

• preparing beds for a non-resident third party, a guest, a tenant, a traveller, or any person accommodated under a rental, seasonal or commercial arrangement,
• any service comparable to a hotel service or a full turnover clean.

Legal basis:

• L.7231-1: SAP means assistance to the person residing at the property.
• Circulaire Services à la personne du 3 janvier 2025 – NOR : ECOI2433349C: prohibits hotel-type services and preparation for third parties.

Ironing is not included in standard services. It is offered as a specific package, invoiced separately.

Under the SAP framework, ironing must remain assistance with everyday living. Large volumes, professional ironing, or work comparable to restoration are non-SAP.

Legal basis:

• D.7231-1: permits assistance with everyday tasks, including routine ironing.
• Circulaire Services à la personne du 3 janvier 2025 – NOR : ECOI2433349C: prohibits intensive or professional services.

SAP services are limited to routine upkeep. Excluded from SAP:

• very dirty or neglected properties,
• significant accumulation of dirt, dishes or laundry,
• major clutter or disorder,
• unsanitary conditions, pests, mould,
• restoration following a prolonged absence or an event.

Such interventions may be refused if conditions do not allow for safe, dignified work in line with the service offered.

Where such a request is accepted, it is treated as a standard non-SAP service, with a separate quote, without entitlement to the Personal Services tax credit or the Avance Immédiate.

Legal basis:

• L.7231-1 and D.7231-1: SAP means routine upkeep only.
• Circulaire Services à la personne du 3 janvier 2025 – NOR : ECOI2433349C: prohibits restoration work, intensive cleaning, and neglected properties.

Payment for services is due on the terms specified in the quote, the written confirmation, or the invoice.

For regular services, payment may be made at the end of the intervention, according to the frequency agreed with the client, or according to how the Avance Immédiate operates where the service is eligible and the scheme is activated.

For one-off, seasonal, large, advance-booked, or non-SAP services, a deposit or advance payment may be requested to confirm the booking.

Any late payment may result in the suspension of future interventions until the account is settled.

Legal basis:

• French Civil Code – Article 1103: lawfully formed contracts are binding on those who made them.
• French Commercial Code – Article L.441-10: payment terms and deadlines.
• Personal Services regulations: clear consumer information, quotes and invoicing.

Any cancellation or rescheduling request must be notified as early as possible.

A cancellation made less than 24 hours before the intervention may result in partial or full invoicing of the booked slot, depending on the nature of the service, the planned travel, the time blocked in the schedule, and the conditions notified to the client when booking.

Repeated cancellations may result in the suspension or termination of regular interventions.

Legal basis:

• French Civil Code – Article 1103: an accepted contract is binding on the parties.
• French Civil Code – Article 1231-1: compensation for loss arising from non-performance of a contract.
• Late cancellation: economic loss linked to the booked slot, the planned travel, and the inability to replace the service at short notice.

Personal data collected is used exclusively for:

• managing the services,
• invoicing,
• communication with the client,
• legal obligations.

In accordance with the General Data Protection Regulation (GDPR – EU 2016/679), the client has a right of access, rectification, objection and erasure of their data. No data is shared with third parties without consent.

Data collected is never sold.

It is retained for as long as necessary to handle the request, the service, the invoicing, and applicable legal obligations.

The tax benefit linked to Personal Services applies only where the service actually falls within the legal SAP framework.

The tax credit is equal to 50% of the expenditure actually incurred, within the limits and conditions set by the tax regulations in force.

Where the Avance Immédiate is activated and the service is eligible, the client may benefit from an immediate deduction of the tax credit at the time of payment.

Non-SAP services, in particular those linked to a holiday let, a concierge service, professional or commercial use, a property intended for rental, preparation of a property for travellers, major refurbishment, an unsanitary property, a hotel service, or a specialised intervention, are not eligible for the tax credit or the Avance Immédiate.

Personal Cleaner Haute-Savoie reserves the right to refuse to apply the SAP framework where a request is in fact linked to rental, seasonal, professional, commercial or hotel-type use.

Legal basis:

• French General Tax Code – Article 199 sexdecies.
• French Labour Code – Articles L.7231-1 and D.7231-1.
• Circulaire Services à la personne du 3 janvier 2025 – NOR : ECOI2433349C.

The provider gives a free, personalised quote to any consumer who requests one.

A quote is mandatory where the monthly price of the service, or the total of all services, is equal to or greater than €100 including VAT.

The quote sets out, in particular, the nature of the service, the applicable framework — SAP or non-SAP —, the price, the estimated duration, any additional charges, the payment terms, and the conditions of intervention.

Legal basis:

• Regulations applicable to Personal Services.
• Order relating to the prior information owed to consumers regarding Personal Services.
• Pre-contractual consumer information obligations.

Where the contract is concluded remotely or off-premises, the consumer client may benefit from a statutory withdrawal period of 14 days from the conclusion of the contract, under the conditions set out in the French Consumer Code.

If the client wishes the service to begin before the end of the withdrawal period, they must make an express request to that effect. Where the service has been fully performed before the end of the withdrawal period, at the client's express request, the right of withdrawal may cease to apply, in accordance with the applicable regulations.

Legal basis:

• French Consumer Code: right of withdrawal applicable to contracts concluded remotely or off-premises.

In the event of a dispute, the client is invited to contact Personal Cleaner Haute-Savoie first, in order to seek an amicable solution.

In accordance with the provisions of the French Consumer Code, the consumer client may refer the matter, free of charge, to a consumer mediator with a view to resolving the dispute amicably.

The contact details of the relevant consumer mediator will be provided to the client and published on the website once the mediator applicable to the business has been designated.

Legal basis:

• French Consumer Code – Article L.612-1: the consumer's right to refer a matter free of charge to a consumer mediator.