Damage & Breakage Policy

We work in your home and we treat it with care. Even so, accidents can happen. This policy explains what we take responsibility for, how to report damage, and how compensation is handled. It applies to all services delivered by Home Clean Service ApS (CVR 46336720).

1. What we take responsibility for

If our team damages your property through a mistake or carelessness, we take responsibility for it under the general rules of Danish law. This can be damage caused by our equipment, our cleaning products or the way the work was performed.

We are not responsible for damage that was not caused by a mistake or carelessness on our part. We hold business liability insurance.

2. How to report damage

  • Contact us as soon as possible, ideally within 24 hours of the service.
  • Write to support@homecleancph.com with your order number, a short description and photos of the damaged item.
  • Please keep the item until we have looked at the case.

We speak with the team who carried out the service and come back to you with an assessment and a proposed solution.

We ask for 24 hours because it is easier to find out what happened while the visit is fresh. If you notice the damage later, contact us anyway.

3. How compensation works

  • Repair first: where the item can be properly repaired, we arrange or pay for the repair.
  • Otherwise replacement value: we compensate the documented market value of an equivalent item, taking age and condition into account.
  • Documentation: a receipt, a product link or a comparable listing helps us settle the case quickly and fairly.
  • Sentimental value cannot be compensated, only the item's market value. We are sorry when an item means more than its price.

4. Fragile and high-value items

Some items carry a risk that ordinary care cannot remove: antiques, artwork, collectibles, unstable or top-heavy objects, and items placed on shelves that are not securely fixed.

  • Please tell us in advance about antiques, artwork and irreplaceable items, or move them somewhere safe before the visit.
  • If you prefer that we do not touch or clean around a specific item at all, just say so and we will leave it untouched.
  • If you knew about a risk and did not tell us, this may reduce the compensation.

5. What is not covered

  • Pre-existing damage and normal wear and tear.
  • Items that were already loose, unstable or insecurely mounted, when the damage was not caused by a mistake on our part.
  • Indirect or consequential losses — for example loss of rental income, accommodation costs, lost working time or loss of profit — unless mandatory law provides otherwise.
  • Damage that was not caused by a mistake or carelessness on our part, for example damage caused by someone else during or after the visit.
  • Wear caused by a cleaning method the customer specifically requested against our advice.

6. Insurance

Home Clean Service ApS holds business liability insurance (erhvervsansvarsforsikring). Larger claims are handled through our insurer. Smaller claims are normally settled directly by us, which is usually faster for you.

7. If you disagree with our decision

Write to us first — most cases are solved directly. If we cannot agree, you can complain to Nævnenes Hus, Toldboden 2, 8800 Viborg, naevneneshus.dk. Nothing in this policy limits your mandatory rights as a consumer under Danish law.

Questions about this policy, or need to report something? Contact us at support@homecleancph.com or call +45 91 62 83 99.

Contact us

Home Clean Service ApS · CVR 46336720 · Dagmarhaven 28, 2.1, 2665 Vallensbæk Strand