Erling General Terms and Conditions

I. PREAMBLE

Erling offers and facilitates a variety of household-related services for private and commercial customers through the website Erling.io and/or through customer support via email or telephone. These services include, among others, cleaning services, general household assistance, product subscriptions, and outsourced services provided by third-party partners. The services are performed either by Erling employees, independent service providers, outsourced companies, or third-party partners.

 

II. DEFINITIONS

"Terms of Use": These general terms and conditions for customers using the website Erling.io.

"Booking Request" or "Offer": Service requests from customers via the platform, telephone, or email specifying location, time, and scope.

"Privacy Policy": Erling's privacy policy, available and accessible on the platform (see Privacy Policy appendix).

"Service Provider": Either employees, freelancers, outsourced companies, or third-party partners.

"Services": Household-related services in private homes or businesses.

"Service Contract": Agreement between the service provider or partner and the customer.

"Erling / Contractor": Erling.io Services UG, HRB 262619 B. "Customer / Client": Platform user who books services.

"User Agreement": Contract between the customer and Erling for platform use.

"Partner": Subcontractors affiliated with Erling who may employ service providers.

"Platform": The website Erling.de or Erling.io.

"Brokerage Contract": Contract between customer and Erling for service brokerage.

"Payment Service Provider": Licensed payment processor that handles transactions related to brokered services.

"Station": Cleaning supplies and equipment provided to subscribed customers.

III. SCOPE OF APPLICATION

These terms apply to: Use of the Erling platform for searching and booking cleaning and household services. Creation of service and brokerage contracts. Individual agreements between customers and service providers remain governed by legal provisions. However, these terms establish how such contracts are formed, canceled, and terminated. Deviations from these terms require explicit consent from Erling.

IV. USER AGREEMENT

1. PURPOSE The platform enables users to search for and book services provided or brokered directly by Erling.

2. REGISTRATION & FREE USE Registration is required. The user agreement is established upon submission of the first booking request. Platform use is free. Fees apply only to booked services.

3. CUSTOMER OBLIGATIONS During registration, the customer is obligated to provide truthful and complete information, particularly regarding their identity, address, telephone number, email address, bank details, and credit card. The customer must immediately inform Erling of any changes during the term of the user agreement by making the changes in their user account.

V. BROKERAGE CONTRACT

1. PURPOSE Erling offers and brokers services directly or through its partners, freelance professionals, subcontractors, or outsourced companies.

2. CONTRACT FORMATION & BOOKING PROCESS All offers are non-binding invitations to submit offers. Customers submit binding offers via the platform or direct communication. Erling may accept offers within a reasonable timeframe via confirmation email or service plan. Telephone/email bookings are completed after customer confirmation via link.

3. PRICES & PAYMENT Prices at the time of booking apply. Payment methods: online payments only. Online payments are processed by a third-party provider. Payments to private individuals occur on the day of cleaning. Failed transactions due to customer errors may result in fees.

4. ERLING'S ROLE Erling handles booking confirmations and schedule changes. If a service provider is unavailable, Erling organizes a replacement. Erling may act as service provider or broker, depending on whether services are provided by its employees or third-party companies.

5. INSURANCE As of September 9, 2024, Erling maintains liability insurance up to €5,000,000. Damages over €250 may be reported by Erling to the insurer. Enforcement of claims remains the customer's responsibility.

6. CANCELLATION & REBOOKING Cancellations within:
(i) 48-24 hours before the cleaning: 12,5% fee; min. €15;
(ii) 24-12 hours before the cleaning: 25% fee; min. €30; 
(iii) Under 12 hours before the cleaning: 50% fee; min. €60.
(iv) Exceptions apply to bookings arranged by Erling less than 48 hours in advance.

7. TYPE & SCOPE OF SERVICES Services must be provided punctually and professionally. Service personnel only take instructions from Erling. Customers are liable for instructions they give directly to personnel.

8. ADDITIONAL SERVICES Non-included tasks (e.g., special cleaning) require separate agreement. Only Erling may approve scope changes.

9. COMPENSATION Compensation is based on individual agreement. Optional fees may apply for provided cleaning materials. Monthly billing occurs.

10. SUBSCRIPTION TERMS & STATION RETURN POLICY Subscribed customers commit to at least six (6) cleaning appointments. After the sixth appointment, the subscription automatically extends for another cycle of six (6) appointments unless the customer cancels in writing via email (info@erling.io) or WhatsApp. Erling reserves the right to adjust prices after the first six (6) cleanings. Any price change will be communicated to the customer in advance. All provided cleaning equipment ("the Station") remains Erling's property. Upon cancellation, the Station must be returned. Erling organizes pickup. The customer pays a €15 delivery fee. The customer must prepare the Station for courier pickup. If the Station is not returned, a €75 replacement fee applies.

11. RIGHT OF WITHDRAWAL Consumers may withdraw from brokerage or service contracts within 14 days. Written notice to Erling is sufficient. Full refund within 14 days, minus costs for partially provided services. The right of withdrawal expires if the service was fully provided with consent. Note: If the customer withdraws within 14 days but has already received the Station, it must be returned. If the Station is not returned, a €75 fee applies. Return is organized by Erling; the customer pays a €15 delivery fee. Additional note: If the customer withdraws within 14 days but has already received cleaning services, the customer will be charged the difference between the discounted subscription price and the individual cleaning price for all appointments conducted before cancellation. Example: If a customer registers on 01.08., has cleanings on 04.08. and 11.08., and cancels on 15.08., they will be charged the full individual price for both appointments, with the difference calculated in addition to the Station return fee.

VI. GENERAL PROVISIONS

1. LIABILITY Erling is not liable for service execution. Liability for damages applies only in cases of gross negligence or violation of essential obligations. Excluded are personal injury and product liability claims. The same applies to Erling's representatives or agents.

2. CONTRACT DURATION & TERMINATION User Agreement: Indefinite; may be terminated by the customer at any time in writing. Note: Termination of the user agreement does not automatically terminate active service subscriptions. Subscriptions must be cancelled separately according to Section V.10. Brokerage Contract: Concluded per booking; no formal termination required. Service Contract: Begins with booking confirmation; terminable according to cancellation rules.

3. DATA PROTECTION Customer data is handled according to the platform's privacy policy in the appendix. Customers can access and modify their data in their user account.

4. FINAL PROVISIONS Direct Marketing: By submitting a booking, customers agree to be contacted during account activity.

5. APPLICABLE LAW & JURISDICTION This agreement is governed by and shall be interpreted according to the law of the Federal Republic of Germany. For all disputes arising from or in connection with this agreement, the courts in Berlin have exclusive jurisdiction.