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 causes damage to your property while carrying out the service, we take responsibility for it. This includes damage caused by our equipment, our cleaning products or the way the work was performed.
You do not need to prove exactly how it happened. If the damage occurred during our visit and is connected to our work, we will handle it.
2. How to report damage
- Contact us as soon as you notice it, and within 72 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 the case is closed, in case repair is possible.
We reply within 3 working days. We speak with the team who carried out the service and come back to you with a decision and a proposed solution.
The 72-hour deadline exists so we can review the case while the visit is fresh and the team can be asked directly. If something is discovered later and is clearly connected to our work, contact us anyway and we will look at it.
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 items of high or irreplaceable value, 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.
- For declared high-value items we will agree in writing how they should be handled.
5. What is not covered
- Pre-existing damage and normal wear and tear.
- Items that were already loose, unstable or insecurely mounted, where the fault lies in the fixing rather than in our work.
- Indirect or consequential losses — for example loss of rental income, accommodation costs, lost working time or loss of profit.
- Damage caused by someone other than our team 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 are entitled to bring the matter before the Danish consumer complaints system. Nothing in this policy limits your 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 · Valby Langgade 216 st.tv, 2500 Valby
