TERMS AND CONDITIONS

Casa Help Terms and Conditions

GENERAL TERMS AND CONDITIONS FOR USE OF THE PLATFORM: www.casahelp.de

Please read this document carefully regarding the General Terms and Conditions for the use of the platform www.casahelp.de. Accessing and using this platform implies the full and unconditional acceptance of all provisions of this Agreement, as well as the associated policies, which may be updated periodically.

By using the platform, placing an order, creating an account, or interacting with the services offered, you declare that you have read, understood, and agree to these terms, as well as any additional rules that may be displayed in connection with certain services. If you do not agree with the terms and conditions set out in this document, please discontinue use of the platform.

These terms and conditions govern the contractual relationship between Casa Help, as a provider of professional services, and any user of the platform, whether a visitor, customer, or potential customer.

Casa Help is a professional service company offering a range of services for homes, individuals, businesses, events, and everyday needs. These may include professional cleaning and home services, home management, event decor and styling, professional photography, flower and gift delivery, lifestyle and concierge services, as well as other related or personalized services made available through the platform.

The platform www.casahelp.de operates as an online information, booking, and service request interface, providing information about available services, packages, prices or quotations, optional extras, operating policies, and applicable contractual conditions. Depending on the nature of the service, customers may receive an instant price, submit a request for a personalized quotation, or contact Casa Help for individual arrangements.

We recommend that all users carefully review this document before placing an order or interacting with the services offered by Casa Help. Any amendments to the Terms and Conditions will be published on this page, and continued use of the platform constitutes acceptance of the amendments.

I. Services and Bookings

At Casa Help, bookings are made exclusively online by completing a form containing contact details, service address, a description of the space, the desired service, and the preferred date/time. Our platform includes an advanced price calculator that instantly displays the fixed cost of the service, with immediate online booking.

For services that require individual assessment, customization, third-party products, specific materials, event requirements, travel arrangements, or other variables that cannot reasonably be calculated automatically, the platform may instead provide an estimated price, starting price, or quotation request. In such cases, the booking becomes confirmed only after Casa Help has reviewed the request and the customer has accepted the final quotation or confirmation.

For private customers, payment is mandatory in advance. In the case of companies, institutions, or other legal business partners, bookings may also be made through other channels, and payment terms and conditions are agreed contractually, depending on the type of cooperation. Full details regarding payment methods and payment deadlines are available in Paragraph IX – Prices and Payment Methods.

The displayed price is generally the final price. Only in exceptional situations – such as extreme dirt or incomplete information – may adjustments occur, in accordance with Paragraphs III and XI.

For services other than cleaning, price adjustments may also occur when the information supplied by the customer is incomplete or inaccurate, when the scope of the request changes, when additional products, materials, travel, third-party services, setup, removal, delivery, additional time, or other requirements are requested or become necessary. Any material adjustment will be communicated to the customer before the additional work or expense is incurred, wherever reasonably possible.

The customer is responsible for selecting the correct service. If an unsuitable package is selected, Casa Help may decide whether the service will continue with an adjustment of the price. If the allocated time does not allow the complete performance of the correctly identified service, we reserve the right to reschedule or cancel the appointment. In this case, the rescheduling and cancellation policy applies, in accordance with Paragraph V.

The customer is responsible for providing complete and accurate information regarding the requested service, location, access, timing, number of participants or guests where relevant, dimensions or characteristics of the location where relevant, and any other circumstances that may materially affect the preparation or performance of the service.

II. Preparation of the Space

For cleaning to be carried out efficiently, the space must be cleared before the team arrives – clothes, toys, dishes, or other personal belongings must not block the working areas.

If you would like the Casa Help team to take care of this aspect, please select the additional “Declutter” option during the booking process.

We do not expect the space to be perfectly organized; however, a high level of clutter may prevent the service from being carried out. Basic tidying is included, but in cases of excessive clutter, an additional charge may apply, or the appointment may be rescheduled or cancelled.

For other services requiring access to a property, venue, room, outdoor area, or other location, the customer must ensure that the relevant area is accessible and reasonably prepared at the agreed time. Where setup, installation, photography, delivery, styling, or another service requires a specific working area, sufficient space and safe access must be provided.

The customer must inform Casa Help in advance of any access restrictions, venue regulations, parking restrictions, loading requirements, building rules, time limitations, permits, stairs, elevators, security procedures, or other circumstances that may affect the service.

III. Additional Services

For each package available on our website, there is a detailed description and a list of additional options that can be added during the booking process – such as dishwashing, linen changes, oven cleaning, and others.

Additional services that are not selected in the booking form will not be included in the service. If a service cannot be performed due to omitted information (for example: excessive dirt, undeclared pets, or other special conditions), we will assess whether it is possible to allocate additional time.

If so, a separate invoice will be issued for the additional service. If not, the appointment may be rescheduled or cancelled, in which case the rescheduling and cancellation policy applies, in accordance with Paragraph V.

For services outside professional cleaning, only the products, materials, activities, quantities, deliverables, and optional extras expressly included in the booking confirmation or accepted quotation are included in the agreed price.

Any additional request made before or during the service may be subject to availability, additional time, materials, logistics, and additional charges. Casa Help reserves the right to decline additions that cannot reasonably or safely be accommodated within the confirmed booking.

IV. Service-Specific Conditions

In addition to the general provisions of these Terms and Conditions, certain services are subject to specific operational conditions according to their nature.

Event Decor & Styling

Event decor and styling services are provided according to the information, quantities, style selections, color preferences, location details, and additional options confirmed during the booking or quotation process.

The customer is responsible for providing accurate event information, including the date, location, access time, event start time, expected number of guests where relevant, venue restrictions, and any other requirements affecting setup or removal.

Final results may vary slightly from reference photographs, inspiration images, digital representations, or previous work due to availability of materials, seasonal flowers, lighting, venue characteristics, product variations, and the handmade nature of decorative arrangements.

Where specific products, flowers, decorative materials, colors, or accessories become unavailable, Casa Help may propose or use a suitable alternative of comparable style, quality, or value, provided that the overall agreed concept is preserved as closely as reasonably possible.

Decorative items supplied on a rental or temporary-use basis remain the property of Casa Help or the relevant supplier unless expressly stated otherwise. The customer is responsible for ensuring reasonable protection of such items from the completion of setup until collection. Missing, destroyed, or materially damaged rented items may be charged at their replacement or repair value where the damage is attributable to the customer, guests, venue, or persons under the customer’s responsibility.

Where the customer supplies their own decorations, materials, furniture, accessories, or other items, Casa Help is responsible only for reasonable professional handling and styling. Casa Help does not guarantee the quality, durability, safety, compatibility, or suitability of customer-supplied products.

Outdoor decoration and styling may be affected by weather conditions. Wind, rain, heat, cold, humidity, or other environmental conditions may require modifications, relocation, delayed installation, removal, or cancellation of individual decorative elements for safety reasons.

Professional Photography

Photography services are provided according to the selected package, confirmed duration, location, and agreed scope of work.

The customer is responsible for ensuring timely access to the location and, where applicable, obtaining permission from the venue or property owner for photography to take place.

Delays caused by the customer, guests, venue, access restrictions, or other circumstances outside Casa Help’s control may reduce the effective photography time where the booking is based on a fixed time period.

Final photographs are professionally selected and processed according to the service booked. Unless expressly included in the selected package or separately agreed in writing, unedited photographs and RAW files are not included in the final delivery.

The number of delivered photographs, editing level, delivery method, and estimated delivery period may vary depending on the selected photography service and will be specified in the relevant service description, booking confirmation, or individual agreement.

Copyright in photographs created by Casa Help or photographers working on its behalf remains with the photographer or applicable rights holder unless expressly transferred in writing. The customer receives the usage rights specified in the relevant booking or agreement, including personal use where applicable.

Casa Help will not publish identifiable photographs of customers or private event participants for advertising, portfolio, website, or social media purposes solely on the basis of booking a photography service. Where such use requires consent under applicable law, separate permission will be obtained.

Flower & Gift Delivery

Flower, gift, and related delivery services are subject to product availability, seasonal availability, delivery area, supplier availability, and the information provided by the customer.

The customer is responsible for providing the correct recipient name, delivery address, contact information, requested delivery date, and any relevant delivery instructions.

Where a specific flower, product, packaging, color, or decorative element is unavailable, a suitable substitution of comparable style, quality, and value may be made where necessary to complete the order, while preserving the overall character of the selected arrangement as closely as reasonably possible.

Delivery times may be provided as estimated windows unless a specific delivery time has been expressly confirmed. Traffic, weather, access restrictions, incorrect information, recipient absence, and other circumstances outside Casa Help’s reasonable control may affect delivery.

Where delivery cannot be completed because the recipient is unavailable, access is impossible, or the information supplied by the customer is incorrect or incomplete, an additional delivery attempt may incur an additional charge.

Perishable, personalized, custom-made, or specially sourced products may be subject to specific cancellation and refund limitations in accordance with applicable consumer law.

Lifestyle & Concierge

Lifestyle and concierge services are tailored to the customer’s individual request and may include errands, sourcing, personal assistance, reservation assistance, organization, special deliveries, purchases, and other lawful services agreed in advance.

Casa Help reserves the right to decline any request that is unlawful, unsafe, inappropriate, outside the reasonable scope of the service, or impossible to complete within the requested timeframe.

Where Casa Help is requested to purchase products, tickets, goods, services, or other items on behalf of the customer, the customer is responsible for the corresponding purchase price and any applicable third-party fees, delivery charges, booking fees, taxes, or other external costs unless expressly included in the agreed price.

Where third-party businesses, venues, suppliers, platforms, or service providers are involved, Casa Help may assist with coordination but cannot guarantee their availability, performance, quality, policies, cancellations, or independent actions.

Home Management and Other Home Services

Home management and related home services may involve access to the customer’s property, coordination of agreed tasks, supervision or organization of selected services, and communication with third-party providers where requested.

The exact scope of responsibility is determined by the service booked or separately agreed with the customer.

Where Casa Help coordinates an independent third-party contractor or supplier on the customer’s behalf, Casa Help is responsible for reasonable coordination but does not assume responsibility for professional work performed independently by that third party, except where applicable law provides otherwise or Casa Help has expressly contracted to provide that work itself.

V. Cancellation Policy

Bookings may be cancelled or rescheduled free of charge at least 48 hours before the scheduled appointment time.

Cancellations made less than 48 hours before the appointment will be charged at 50% of the booking cost.

If the cancellation takes place after the team has arrived, the full service price will be charged, regardless of whether the service has been performed or not.

For bookings made on the same day or one day in advance, cancellation is free of charge if it is made within two hours of placing the booking.

For customized services, events, photography assignments, personalized products, flower and gift orders, or services requiring materials, third-party purchases, advance preparation, or reservations, additional service-specific cancellation conditions may apply and will be communicated before confirmation where applicable.

Amounts already committed to non-refundable third-party purchases, personalized products, specially ordered materials, venue-related costs, or other costs incurred specifically for the customer’s confirmed request may remain payable or non-refundable to the extent permitted by applicable law.

Nothing in this Paragraph limits any mandatory cancellation, withdrawal, or consumer rights that apply under applicable law.

VI. Damage and Liability

Casa Help personnel act professionally and with the utmost care, treating every space with respect and attention. However, in rare situations, accidental damage may occur. Any such situation must be reported in writing by email within no more than 12 hours after completion of the service. The complaint must be accompanied by clear photographs and a written estimate of the damage.

After receiving the notification, Casa Help will conduct an internal review of the request and, if it is considered justified, the customer will be informed as soon as possible regarding the resolution decision. For low-value items damaged exclusively through the fault of our team, compensation or replacement will be provided within a maximum of 30 business days.

In the case of major or technical damage, Casa Help reserves the right to engage authorized assessors and, subsequently, if necessary, specialized contractors for the repair. The costs of such interventions will be borne directly by Casa Help, and the estimated resolution period ranges between 30 and 90 business days, depending on the complexity. If, following the assessment, it is determined that the damage was not caused by Casa Help or its personnel, the customer will be required to fully reimburse the assessment and repair costs paid by the company.

Casa Help assumes no responsibility for pre-existing damage or defects, deteriorated surfaces, unstable objects or objects improperly secured by the customer, problems arising after completion of the service, or reports submitted late. Anonymous complaints, dissatisfaction regarding company policies, or decisions that have already been reviewed and resolved will not be considered.

If the team identifies damage, irregularities, or other relevant situations, Casa Help reserves the right to take photographs strictly for documentation purposes.

These principles also apply, where relevant, to other services involving the handling, installation, styling, transportation, arrangement, or temporary use of customer property or materials.

Casa Help is not responsible for damage resulting from defective, unstable, unsuitable, incorrectly installed, or unsafe items supplied by the customer, venue, property owner, or third party, except where damage is directly caused by Casa Help personnel through failure to exercise reasonable professional care.

Nothing in this Paragraph excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

VII. Safety

Casa Help makes every effort to ensure a safe environment for customers and employees. Our personnel are professionally trained and act responsibly during every service. We reserve the right to withdraw the team from the location if the environment is or becomes unsafe, at the discretion of the management team.

Safety is a shared responsibility. By using Casa Help services, you agree to contribute to maintaining a safe environment by informing the team about fragile items, securing valuable belongings before cleaning begins, notifying us of the presence of pets, and ensuring safe conditions for both the pets and our personnel, including the removal of any potentially hazardous biological materials.

You also agree not to request the lifting or moving of furniture or heavy objects. For safety and legal liability reasons, Casa Help does not permit its personnel to lift or move bulky or heavy objects.

If these conditions are not respected, our team may be withdrawn from the location, and in this situation the cancellation policy applies, in accordance with Paragraph V.

For all other services, the customer must disclose any known risks or restrictions affecting the location or requested activity. Casa Help may refuse, suspend, modify, or discontinue any activity that creates an unreasonable safety risk for personnel, customers, guests, third parties, property, equipment, or the public.

The customer must ensure that children, pets, guests, and other persons present at the location do not interfere with equipment, installations, decorative structures, photography equipment, working areas, or other materials being used during the service.

VIII. Personnel Hiring Policy

Direct employment, in any form, of Casa Help team members by company customers is strictly prohibited, both during the cooperation and for the following 24 months after its termination. This policy applies without exception to all Casa Help customers.

In the event of a breach of this condition, a fee of EUR 5,000 will automatically apply, representing damages caused by the diversion of trained and qualified personnel.

Casa Help continuously invests in the selection, training, and development of its employees. Each team member receives internal training, access to exclusive procedures, professional products, and proprietary cleaning techniques developed and optimized internally. This know-how forms part of the company’s intellectual property and may not be transferred or used outside the contractual framework.

The same protection applies, where relevant, to internal service procedures, operational methods, styling processes, workflows, training materials, and other proprietary know-how used across Casa Help services.

We ask all customers not to establish direct cooperation with Casa Help personnel and to immediately report any attempt to do so, so that the necessary internal measures can be applied.

This policy protects the team, the company’s processes, and maintains a fair and transparent contractual framework in the relationship with each customer.

IX. Prices and Payment Methods

All prices displayed by Casa Help are expressed in euros (EUR) and include all applicable taxes. Payment for the services provided is made in advance, depending on the selected payment method.

For bookings paid online, payment must be completed at least 72 hours before the scheduled service date. In the case of cash payments, payment must be made on the day of the appointment, before the service begins. For urgent requests or appointments made less than 24 hours in advance, payment must be made immediately or in cash upon the team’s arrival, depending on the confirmation received.

For certain types of services, such as move-out cleaning or other special interventions, Casa Help reserves the right to request a 50% deposit at the time the booking is confirmed, at management’s discretion.

Accepted payment methods are: Bank Transfer, Cash, and other payment methods officially accepted by the company. Without exception, no refunds are provided for contracted cleaning services.

For services involving customized work, events, photography, personalized orders, products, flowers, gifts, external suppliers, special materials, advance purchasing, or other significant preparation, Casa Help may require a deposit or full advance payment before confirming or commencing the service.

Additional products, materials, delivery costs, travel costs, third-party fees, permits, venue fees, parking costs, or purchases made at the customer’s request are charged separately unless expressly stated as included in the confirmed price.

Any refund rights relating to services other than contracted cleaning services will be determined according to the nature and status of the order, costs already incurred, applicable service-specific conditions, and mandatory consumer rights under applicable law.

X. Wear and Tear

Over time, every space – no matter how well maintained – inevitably accumulates signs of normal wear and tear. The most exposed surfaces, such as skirting boards, showers, bathtubs, floors, furniture edges, or doors, may show persistent marks caused by frequent contact, moisture, previously used unsuitable products, or lack of regular cleaning.

Areas affected by old deposits, limescale, hardened soap residue, dulled plastic, sticky residues, scratches, or deeply embedded stains in floors, tiles, or other materials may limit the results of standard cleaning, despite the use of professional products and techniques.

It is important to understand that some surfaces may appear “uncleaned” even after the service has been completed; however, their appearance is caused by material wear and tear, not by a lack of sanitation. Casa Help provides cleaning services, not repair or restoration services, and our team cannot restore structurally damaged surfaces such as scratched bathtubs, dulled countertops, broken tiles, or severely damaged showers.

Our teams consistently deliver excellent results; however, in certain cases, the final appearance of these areas may require repeated cleaning or specialized interventions, particularly when the wear and tear is extensive and longstanding.

Casa Help will always make every effort to restore the space to an optimal level of hygiene and appearance, but there are limitations determined by the condition of the materials and the actual degree of deterioration, which are not related to the quality of the service but to the age and history of the surface.

XI. Extreme Dirt

Casa Help services are designed for spaces in a normal state of dirt, corresponding to the ordinary use of a home or professional space. If the team identifies, upon arrival, extreme dirt or conditions requiring significantly greater effort than provided for in the booked package, Casa Help reserves the right to request additional costs, which will be communicated to the customer before the service begins.

On our website, when selecting a deep cleaning service, customers have the option to select, for an additional charge, the “Heavy-Duty” option when they consider that the space exceeds a normal level of dirt. Selecting this option helps us plan the service correctly and avoids unexpected costs or decisions on the day of the appointment.

If this option was not selected and extreme dirt is identified on site, we will assess whether the service can be performed under the existing conditions, with an adjustment to the duration and price. Otherwise, the appointment may be rescheduled or cancelled in accordance with the cancellation and rescheduling policy (see Paragraph V).

Casa Help reserves the right to document the condition of the space, through photographs or limited video recordings exclusively of the affected areas, without personal details, both for transparency purposes and, where applicable, for promotional purposes, in order to highlight significant transformations achieved as a result of the service.

XII. Arrival Time

Although Casa Help teams are carefully scheduled, unforeseen circumstances may affect the exact arrival time, such as delays at previous appointments, last-minute changes, or unpredictable traffic conditions. For this reason, we cannot guarantee a fixed arrival time; however, we make every effort to respect our scheduled appointments, and any delay will be communicated promptly.

To avoid dependence on the customer and the team being present simultaneously, we recommend – if agreed by the customer – providing an access key to the location in advance. All customer keys are numerically coded, securely stored at our premises, and returned immediately upon termination of the cooperation.

Alternatively, the customer may choose to leave the key in a designated location (e.g., mailbox, with a neighbor, etc.). In this case, the exact location must be specified at the time of booking, as well as the instructions regarding where the key should be left after completion of the service (in the same location or inside the property).

For services involving events, photography, deliveries, setup, collection, or time-sensitive arrangements, the customer must ensure access at the agreed time. Delays caused by unavailable access, venue restrictions, incorrect addresses, or customer-related circumstances may reduce the available service time or result in additional waiting, rescheduling, or delivery charges.

XIII. Multilingual Communication

All documentation and physical-legal correspondence, including emails and official communication, are conducted in English or German language, this being the official working languages in the relationship with customers.

Casa Help also provides multilingual services adapted to the needs of international customers who do not speak German. Communication can be conducted fluently in English, both with the office team and with operational teams in the field.

XIV. Complaints Policy

Casa Help makes every effort to provide the highest quality cleaning services and to exceed customer expectations. Our teams always check their work before leaving the location; however, occasionally and unintentionally, omissions may occur.

To allow us to remedy any situation quickly, complaints must be submitted within a maximum of 12 hours after completion of the service, by email, accompanied by a clear description and, where possible, relevant photographs of the areas concerned.

As a first step, the seriousness of the complaint will be assessed. If the complaint is justified and clearly formulated, Casa Help guarantees free re-cleaning of the affected areas within a reasonable period in relation to the original booking date. The re-cleaning service is generally performed by the same team.

Casa Help does not provide refunds for cleaning services performed. Vague, exaggerated, repeated, or insignificant complaints will not be considered.

All customers are treated with respect, fairness, and professionalism, and our teams must be treated in the same manner. We do not tolerate abusive or aggressive language or unreasonable behavior during the complaint process. In such cases, communication will be terminated immediately, and the authorities will be notified if necessary.

Our complaints policy does not cover: anonymous reports, complaints submitted late, comments regarding the company’s internal policies, dissatisfaction with decisions already reviewed, requests of a legal or advisory nature, or problems arising after the service has been completed.

If a customer submits frequent, unfounded, or abusive complaints, Casa Help reserves the right to permanently terminate the business relationship.

For services other than cleaning, complaints must also be submitted as soon as reasonably possible after the relevant service, delivery, event, or receipt of the final deliverables, together with sufficient information to allow the matter to be reviewed.

The appropriate remedy will depend on the nature of the service and the circumstances. The cleaning re-service guarantee described above applies specifically to qualifying cleaning complaints and does not automatically apply to photography, event decor and styling, flower and gift delivery, concierge, home management, or other services.

Nothing in this Paragraph affects any mandatory statutory rights available to the customer.

XV. Holidays and Leave

Please inform us in advance if you are going on vacation, wish to temporarily suspend services, or if other circumstances arise that require appointments to be cancelled or postponed. Prior notice helps us avoid the application of late cancellation fees and allows us to organize our work schedule efficiently.

Special requests for weekends, public holidays, or urgent services may incur additional charges and are subject to availability and only possible for certain types of services.

The same principle applies to events, photography, deliveries, concierge requests, and other services requested outside standard operating hours or with limited notice. Any applicable weekend, public holiday, urgent booking, or last-minute surcharge will be communicated or displayed during the booking or quotation process.

XVI. Discretion and Respect

Our technicians are trained to work efficiently and professionally without direct supervision, and in order for the service to be carried out under the best possible conditions, it is important that they are given space and trust.

Casa Help does not accept direct instructions to personnel regarding how the work should be performed, nor continuous monitoring of personnel during the service. We ask you to show discretion and respect by avoiding active presence in the areas where cleaning is being performed until the work has been completed.

For all other services, customers are welcome to communicate preferences, requirements, and relevant information through the agreed communication channels. Once the scope and instructions have been confirmed, Casa Help professionals must be allowed to perform their work according to professional standards, safety requirements, and the agreed service specification.

Abusive, discriminatory, threatening, intimidating, sexually inappropriate, or otherwise unacceptable conduct toward any Casa Help employee, contractor, or professional will not be tolerated and may result in immediate termination of the service and future cooperation.

XVII. Changes

Casa Help reserves the right to modify, suspend, or discontinue, temporarily or permanently, the services offered, in whole or in part, at any time, with or without prior notice, particularly in relation to private customers or non-contractual services.

In the case of commercial cooperation based on a signed contract, Casa Help will comply with the agreed terms and conditions until the end of the contractual period, and any amendment will be made only with the agreement of both parties.

Casa Help cannot be held liable for any effects of changes in relation to non-contractual customers or for any adjustments necessary due to operational, logistical, or external reasons.

For personalized or event-related services, reasonable adjustments may occasionally be required because of product availability, venue restrictions, weather, safety requirements, supplier availability, or other circumstances outside Casa Help’s reasonable control. Where a material change affects the agreed service, the customer will be informed as soon as reasonably possible.

XVIII. Errors

Casa Help, its partners, and any third parties involved in the operation of the online platform cannot guarantee the complete absence of technical errors or uninterrupted operation of the website or digital tools, including the price calculator.

If display errors occur in the price calculator, availability, service descriptions, or booking process, Casa Help reserves the right, at its sole discretion, to modify, reject, or cancel the booking, or to adjust prices, services, or availability without prior notice.

This also applies to obvious technical, typographical, pricing, quantity, availability, scheduling, or configuration errors affecting quotations, product options, service extras, delivery information, or other digital information displayed through the platform.

XIX. Service Limitations

Casa Help services focus exclusively on standard and deep professional cleaning, subject to operational and safety limitations. We do not clean exterior windows located at height, lighting fixtures installed in difficult-to-access locations, ceiling fans, nor do we move furniture or heavy appliances exceeding 10 kg.

We also do not perform services such as: mold removal, removal of melted wax from any surface, cleaning of smoke or soot stains, removal of adhesive residue, paint, permanent markers, interventions on walls, fireplace interiors, or surfaces made of natural stone, marble, untreated wood, or other porous materials that absorb dirt deeply.

Our services do not include activities such as steam or shampoo carpet cleaning, pressure washing, vacuuming or cleaning curtains and drapes, washing or ironing laundry, cooking, or any other household activities that exceed the scope of professional cleaning services offered by Casa Help.

The limitations above apply specifically to professional cleaning services and remain unchanged.

Other Casa Help services are limited to the scope expressly described in the relevant service page, booking form, quotation, or written confirmation.

Event decor and styling does not constitute full event planning, venue management, catering, entertainment management, security, or any other service unless expressly booked and confirmed.

Photography services do not include services or deliverables not expressly stated in the selected package or written agreement.

Flower and gift delivery does not guarantee the availability of a particular third-party product unless that product has been expressly confirmed.

Lifestyle and concierge services do not include regulated professional activities requiring licenses or qualifications that Casa Help or the assigned professional does not hold, nor any unlawful, unsafe, or prohibited activity.

Home management does not constitute legal, financial, real estate, engineering, construction, medical, security, or other regulated professional advice or services unless separately provided by an appropriately qualified and authorized third party.

XX. Modification of the Terms

Casa Help reserves the right to update, modify, or replace, at any time, partially or entirely, this Terms and Conditions document by publishing the updated version on this page. Continued access to and use of the website or Casa Help services after any modification has been published constitutes your express acceptance of the new provisions.

It is the responsibility of each user to periodically check this section in order to remain informed of any changes.

XXI. General Information

By accessing and using the services offered by Casa Help, any visitor or user of the website is considered a “user” of the platform. The user confirms that they have read, understood, and fully accept the content of this document and all related policies, including their updated versions, which are published on the website.

Casa Help reserves the right to modify, update, or temporarily or permanently suspend any section of the website, services, or products offered, without prior notice and without being liable to users or third parties for such modifications.

The availability of a service on the website does not in itself guarantee availability for a particular date, location, request, product, event, or customer. Services remain subject to operational capacity, service area, personnel availability, materials, suppliers, and confirmation where applicable.

XXII. Privacy Policy

Users’ personal data is collected and processed in accordance with applicable legislation concerning the protection of personal data and in accordance with the Casa Help Privacy Policy. By using the services, the user consents to the collection and processing of their data, including the transfer of such data for storage or processing purposes.

Depending on the service selected, personal data may include information necessary for bookings, service delivery, property access, event organization, photography, delivery recipient information, customer requests, payment administration, and communication.

Where a customer provides personal data relating to another person, including a gift recipient, event contact, guest, property representative, or other third party, the customer is responsible for ensuring that they are entitled to provide such information for the relevant purpose.

XXIII. Intellectual Property Rights

The content of the website www.casahelp.de – including but not limited to: texts, graphics, logos, icons, images, audio clips, and software – is the exclusive property of Casa Help or its partners and is protected by copyright legislation and other applicable regulations. The use, reproduction, distribution, modification, or creation of derivative works without the prior written consent of Casa Help is prohibited.

Casa Help concepts, original designs, service materials, styling concepts, visual presentations, documents, templates, workflows, branding elements, and other original creative or operational materials may also be protected by applicable intellectual property rights.

For photography services, ownership and permitted use of photographs are additionally governed by the photography-specific provisions of these Terms and any applicable written agreement.

XXIV. Limitation of Liability

Casa Help does not guarantee that the services or software will be uninterrupted, error-free, or that they will meet all user requirements. Use of the services is at the user’s own risk. To the extent permitted by law, Casa Help, its employees, affiliates, and partners shall not be held liable for direct or indirect damages, incidents, data loss, loss of profits, or other intangible losses arising from the use or inability to use the services.

Casa Help is not responsible for failures, delays, cancellations, defects, or losses caused exclusively by independent third-party suppliers, venues, delivery providers, external platforms, customer-selected products, or other third parties outside Casa Help’s reasonable control, except where Casa Help is legally responsible for their acts or has expressly assumed responsibility for the relevant service.

Casa Help is also not responsible for consequences resulting from inaccurate, incomplete, or late information supplied by the customer, including incorrect addresses, dates, access instructions, event information, recipient details, measurements, quantities, or service requirements.

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under applicable German or European Union law.

XXV. Accounts and Security

For the use of certain functionalities, the user may be required to create an account and choose a username and password. The user is responsible for maintaining the confidentiality of their login credentials and for all activities carried out through the account. Any unauthorized use must be reported immediately to the Casa Help team.

The user is also responsible for ensuring that information stored in the account, including contact information, addresses, booking details, and payment-related information, remains accurate and up to date.

XXVI. Breach of Terms

Casa Help reserves the right to suspend or block the user’s access to the website or services, without prior notice, in the event of a breach of the provisions of this document. Actions such as unauthorized use, abusive behavior towards personnel, or attempted fraud may also result in intervention by the competent authorities.

Casa Help may also refuse or terminate future cooperation where a customer repeatedly breaches booking conditions, fails to make required payments, intentionally provides materially inaccurate information, damages company property, abuses personnel, misuses services, or otherwise seriously breaches the contractual relationship.

XXVII. Final Provisions

Casa Help operates in accordance with applicable national and European legislation, complying with all applicable regulations concerning consumer protection, taxation, personal data protection, and contractual relationships between service providers and customers.

All personal data collected during the booking, communication, or provision of services is managed and processed in accordance with Regulation (EU) 2016/679 (GDPR). The information is used exclusively for the purpose of providing contracted services, processing payments, operational communication, and direct marketing, where legally permitted. The complete privacy policy is available upon request.

The customer understands and accepts that any review, testimonial, or feedback submitted to Casa Help, verbally, in writing, or electronically, may be used for promotional and marketing purposes, including on the website, social media, or advertising materials, without disclosing identifiable personal information, in compliance with consumer rights.

This provision relating to reviews, testimonials, and feedback does not constitute consent for Casa Help to publish identifiable photographs or recordings of customers, guests, recipients, or other individuals. Where consent is legally required for such use, it will be obtained separately.

Casa Help cannot be held liable for the inability to provide the service in cases of force majeure or unforeseen circumstances, such as: extreme weather conditions, pandemics, major technical incidents (e.g., lack of water or electricity), accidents, traffic disruptions, protests, or other external events that prevent the normal operation of the business.

For event, photography, delivery, lifestyle, concierge, and other time-sensitive services, force majeure or circumstances beyond reasonable control may also include venue closure, serious supplier disruption, transport interruption, official restrictions, or other events that make performance impossible or unsafe. In such situations, Casa Help will make reasonable efforts to provide an appropriate alternative, rescheduling option, or other solution according to the circumstances and applicable law.

Casa Help reserves the right to update these Terms and Conditions at any time. The updated version will always be available on the website www.casahelp.de, and continued use of the services constitutes acceptance of the amendments.

If any clause of this document is declared invalid or unenforceable, this shall not affect the validity of the remaining provisions. No failure to strictly enforce any term shall be considered a waiver of that right. All rights not expressly granted under this document are reserved.

Any mandatory rights granted to consumers under applicable law remain unaffected by these Terms and Conditions.

XXVIII. Entire Agreement

These Terms and Conditions constitute the entire agreement between the user and Casa Help regarding access to and use of the services. This document supersedes all previous written or oral agreements. Use of Casa Help services after the publication of any amendments constitutes acceptance of those amendments.

Where a particular service is subject to an accepted quotation, booking confirmation, service description, individual contract, or additional service-specific conditions, those documents form part of the contractual relationship together with these Terms and Conditions. In the event of a conflict, mandatory applicable law takes precedence, followed by any individually agreed contractual terms and the applicable service-specific conditions.