Terms & conditions

User Terms of Service

By using the Cleanera Service, you agree to be bound by these User Terms of Service (“Terms of Service”).

Please read the following Terms of Service carefully before using the Cleanera Service. If you do not agree with the Terms of Service, you cannot use the Cleanera Service. These Terms of Service apply to any use of the Cleanera Service and to the Purchase Agreements made hereunder. A more detailed description of the Cleanera Service and information on system requirements is available at cleanera.no.

If you have a Cleanera for Work Account, these Terms of Service also apply to our customer organization which has granted you the Cleanera for Work Feature (“Customer Organization”) with respect to Orders made by you through the Cleanera for Work Feature. If there is any discrepancy between these Terms of Service and the Cleanera Corporate Terms & Conditions applicable to the Customer Organization, the Cleanera Corporate Terms & Conditions shall, however, prevail. 

The Terms of Service are concluded between us and the User only, and not with Apple Inc., and Apple Inc. is not responsible for the Cleanera App or the content thereof. You agree that Apple Inc., and Apple Inc.’s subsidiaries (“Apple”), are third party beneficiaries of the Terms of Service, and that, upon your acceptance of the Terms of Service, Apple will have the right (and will be deemed to have accepted the right) to enforce the Terms of Service against you as a third party beneficiary thereof.

1. Definitions

“Courier Partner” means an independent contractor who has signed a partner agreement with Cleanera AS and that is a natural or legal person, or their substitute, performing delivery services through Cleanera Service.

“Partner” means a drycleaning company, or other service partner who has signed a partner agreement with Cleanera, or their substitute, and who, as a trader, offers its products and delivery or other services for sale through the Cleanera Service. Unless otherwise specified in the Cleanera Service, all Partners are traders within the meaning of consumer protection laws of your country.

“Purchase Agreement” means an agreement for the purchase of Partner’s products and possible delivery or other services made on an Order. With respect to Orders placed through the Cleanera for Work Feature, the Purchase Agreement forms a binding agreement between the Partner and the Customer Organization. With respect to Orders placed through any other payment method of the User, the Purchase Agreement forms a binding agreement between Partner and the User. 

“User” or “you” means a natural person using the Cleanera Service. The User must be of the age of 18 or older.

“Clenera” means:

Cleanera AS, Thormøhlens gate 51, 5006 Bergen, if the User is located in Norway,

“Cleanera App” means a digital application called Cleanera, provided by Cleanera for natural and legal persons to order products from Cleanera’s Partners.

“Cleanera for Work Account” means a user account in the Cleanera App onto which the Cleanera for Work Feature has been added.

“Cleanera for Work Feature” means the payment method and feature of the Cleanera App through which the Customer Organization’s authorized Users can make Orders at the Customer Organization’s cost.

“Cleanera Service” means both Cleanera App and Cleanera website cleanera.no and other additional locations as mentioned at cleanera.no.

2. Identity of Cleanera

Cleanera AS, Thormøhlens gate 51, 5006 Bergen, Org nr. 928 129 128, support@cleanera.no, Tlf. 993 48 441

Email address: support@cleanera.no.

Information about the identity and products and services of the Partners are provided in the Cleanera Service.

3. Description of the Cleanera Service

3.1. Cleanera provides a technology platform that connects Users, Partners and Courier Partners. Cleanera’s technology permits the Users to place orders for laundry and/or other goods from various Partners, and Users may also order delivery services. Cleanera is not a laundry company.

3.2. The Partner is responsible for providing accurate, up-to-date and legally required information about the products, including providing information on applicable prices and indicating the price per item/delivery where required under applicable laws. Please note that the sale and purchase of the Partner’s products and possible services may be subject to additional terms and conditions of the Partner or Cleanera on a case-by-case basis as set out in the Cleanera Service. 

3.3. When selecting the Partner’s products and services that the User wishes to purchase from the Partner, the User makes a binding order to purchase the products and services from the Partner on the terms and conditions presented to the User herein and in the Cleanera Service before placing the order (“the Order”). After having received the Order, Cleanera will transmit the details of the Order to the Partner. When the Order is accepted by the Partner and Cleanera has provided the User with an order confirmation on behalf of the Partner, the User or the Customer Organization and the Partner enter into the Purchase Agreement for the purchase of the Partner’s products and, if applicable, delivery or other services. In some cases, the Purchase Agreement for the purchase of the delivery service is entered into with Cleanera instead of the Partner, as reflected on the receipt. Cleanera will provide the User with a receipt on behalf of the Partner, unless regulation in the country where the User is located requires that the Partner provides the receipt directly to the User, for the products and, to the extent applicable, for the delivery services. The fulfilment of the Order is subject to availability, and Cleanera reserves a right, in its sole discretion, to cancel or not to accept an Order.

3.4. If delivery services are ordered, the platform notifies a Courier Partner that a delivery opportunity is available and the technology facilitates completion of the delivery to the User. Partners or Cleanera charge Users a delivery fee and service fee for the delivery services as defined in more detail in the Cleanera Service where relevant.

3.5. The Partner selected by the User will prepare the products set out on the Order. Cleanera is not responsible or liable towards the User for the proper execution of the Purchase Agreement by the Partner. While Cleanera is not ultimately liable for the delivery services provided by Courier Partners, Cleanera may facilitate any compensation to Users for faulty delivery services.

3.6. When you use the Cleanera Service, there may be a minimum value for purchase required, in which case you will be notified thereof before you make the Order on the Cleanera Service. Where an Order fails to meet the minimum required value, you will have the possibility to pay the difference to meet the minimum value or to add more products to your Order. The Partner determines in its sole discretion the selection and pricing of their products available on the Cleanera Service. The Partner may also impose certain restrictions on your Order, such as quantity limits and size limitations of the Order. The Partner is responsible for informing you of any limitation relating to the availability of any products. User accepts that in case a certain product is temporarily unavailable, the Partner will fulfill the remaining part of your Order without including the unavailable product in the Order. You will not be charged for products that are unavailable at the time of placing the Order.

4. Right of revocation

4.1. You cannot withdraw from or cancel an Order for products or services once you have placed it, unless explicitly provided otherwise in these Terms of Service. Prior to placing an Order for a product or service you should carefully review your selection. 

4.2. If you are a consumer, you are entitled to a right of revocation in accordance with the statutory provisions of the country where you are located. Consumer in the sense of these Terms of Service means any natural person who uses the Cleanera Service and places Orders for a purpose which predominantly cannot be attributed to their commercial or their self-employed professional activity.

4.3. You have the right to revoke the Purchase Agreement of products, for which the right of revocation exists, within 14 days from the day of delivery of the products on the Order without giving a reason for the cancellation. In order to exercise your right of revocation, you must inform Cleanera of your decision to cancel by means of a clear statement (e.g., an email or a message sent through Cleanera’s in-app customer service chat) within the said time period of 14 days. The Partner as the trader of the products on your Order has authorized Cleanera to receive the revocation notification on the Partner’s behalf. In case the Partner has chosen to offer a longer cancellation period than 14 days, such a period will apply to Orders made through the Cleanera Service if explicitly mentioned in the descriptive details for the Partner on the Cleanera Service. If you wish, you can use the below model revocation form for making the revocation notification by filling in the information in the form and sending the information to Cleanera, which information shall also be forwarded by Cleanera to the respective Partner: 

Model revocation form

–           To: [insert the name of the Partner, the Partner’s address and the Partner’s   email address]:

–           Herewith I/we (*) revoke the agreement concluded with me/us (*) regarding the purchase of the following goods (*)/ the provision of the following services (*)

–           Ordered on (*)/received on (*)

–           Name of the consumer(s)

–           Address of the consumer(s)

–           Signature(s) of the consumer(s) (only in case of   notification on paper)

–           Date

(*)   Delete as applicable. 

4.4. If you revoke the Purchase Agreement, Cleanera will refund to you all payments we have received from you, including the delivery fee (and service fee where applicable) no later than 14 days from the date on which we received notice of your revocation of the Purchase Agreement or a part thereof. Note that the delivery fee (and service fee where applicable) will not be returned in case of only a partial revocation of your Order. 

4.5. For making the refund, we will use the same means of payment as you used for the original purchase of your Order, unless expressly agreed otherwise with you. Note that if you paid for the Order with Cleanera credits, we shall refund you in Cleanera credits.

5. User Accounts

5.1. You have a limited, non-exclusive, non-transferable, and non-sublicensable right to use the Cleanera Service in the form offered to you by us from time to time solely for the purposes set out herein. The license granted to the User for the iOS Cleanera App downloaded from Apple’s App Store is further limited to a license to use the Cleanera App on any Apple-branded products that the User owns or controls and as permitted by the Usage Rules set forth in the App Store Terms of Service and these Terms of Service.

5.2. In order to use the Cleanera Service, the User must create a user account by following the registration instructions in the Cleanera Service. The Cleanera Service credentials are personal (unless otherwise agreed between Cleanera and the Customer Organization). The User shall ensure that any user account credentials and equivalent information required to access the user account of the User or the Customer Organization are kept confidential and used in a secure manner not accessible by third parties. A User may have only one personal user account.

5.3. Where it is suspected that any unauthorized person has become aware of a User’s user account credentials or has access to the user account of the User, the User shall immediately inform Cleanera thereof. The User shall be responsible for any use of the Cleanera Service and any activity under the user account of the User.

5.4. In order to use the Cleanera Service, you must submit valid credit card or other payment method information to Cleanera. Cleanera does not store information of your payment instrument, as this is done by a third party payment service provider used by Cleanera. You agree to pay for all purchases arising from your use of the Cleanera Service except for purchases made through the Cleanera for Work Feature at the Customer Organization’s cost. You must keep the credit card and other payment information that you have submitted to your user account updated. Payment for the use of Cleanera Service is either by credit card or Vipps. The payment is made instant after the  order is made.

6. Payments

6.1. The User, or the Customer Organization in case of Cleanera for Work Account, will pay the purchase price set out in the Order by using the relevant payment functionality of the Cleanera Service. Cleanera, or the Cleanera group company authorized by Cleanera, collects all payments from the Users or the Customer Organizations on behalf of the Partner. If the Order is made by using the Cleanera for Work Feature, the User confirms the payment on behalf of the Customer Organization through the Cleanera for Work Feature. The User’s or Customer Organization’s payment obligation shall arise upon placing an Order through the Cleanera Service.

6.2. The User may fulfil this payment obligation only by using the relevant online payment method provided in the Cleanera Service. When the User, or the Customer Organization in case of Cleanera for Work Account, has paid the purchase price to Cleanera, the User or the Customer Organization has fulfilled its payment obligation towards the Partner.

6.3. The payment will be automatically charged from the User’s credit card, lunch benefit or charged through the Customer Organization’s Cleanera for Work Feature, upon delivery of the Order. Cleanera is entitled to make an authorisation hold on behalf of the Partner on the User’s credit card, lunch benefit or Customer Organization’s Cleanera for Work Feature once the Order has been placed through the Cleanera Service. Cleanera uses a third party payment service provider for processing of payments. 

6.4 In certain situations and payment methods the purchase price may vary slightly due to technical foreign exchange rate exchanges between currencies as part of the payment process. Cleanera assumes no liability in these currency conversion differences and cannot predict the exact amount to be charged when using payment instruments subject to foreign exchange rate conversions. 

6.5 Delivery time will be normally within 2-4 days, depending on your order requirements.

7. Cleanera credits and tokens

7.1. The Users of the Cleanera Service can obtain Cleanera credits or tokens e.g. by inviting new users to sign up to the Cleanera Service (“Referral Program”). Under the Referral Program, Cleanera may offer its Users the opportunity to earn the opportunity to earn Cleanera credits or tokens as promotional rewards by inviting their eligible friends to register as new Cleanera Users and place their initial order through the Cleanera Service. For each qualified referral, the User may receive credits or tokens as specified on Cleanera Referral Program Terms. You agree that we may change the terms and conditions of the Referral Program or terminate the Referral Program at any time. 

7.2. The Users of Cleanera Service can also obtain Cleanera credits or tokens through promotional campaigns established by Cleanera from time to time. You agree that promotional offers: (i) may only be used by the intended audience, for the intended purpose, and in a lawful manner; (ii) may not be duplicated, sold or transferred in any manner, or made available to the general public, unless expressly permitted by Cleanera; (iii) are subject to the specific terms that Cleanera establishes for such promotion or campaign. For instance, promotional offers may be available for certain Users only or may be limited to be used through specific Partners or at a specific time of the day.

7.3. Cleanera may unilaterally determine the conditions applicable to the granting, use and validity of the Cleanera credits and tokens.

7.4. Any signing-up bonus credits or tokens can be used only once.

7.5. The Users can use Cleanera credits and tokens to get discount on their purchases only in the Cleanera Service and subject to the specific terms of conditions of the specific campaign or promotion. Cleanera credits and tokens cannot be exchanged to cash. The validity period of the Cleanera credits and tokens you may have received is specified in the Cleanera Service. Upon expiration, credits and tokens will be removed from your account. Expired credits and tokens are no longer redeemable and cannot be used towards any order.

7.6. The Cleanera credits and tokens will be nullified if Cleanera detects any abuse of Cleanera credits or tokens or suspects or detects that Cleanera credits or tokens have been granted on incorrect grounds. In such cases, Cleanera shall invoice the amount that was paid using such Cleanera credits or tokens.

8. Delivery of an Order

8.1. If the User orders the delivery of the Order through the Cleanera Service, the Order will be delivered to the location confirmed by the User in the Cleanera Service. The User also has to provide a street address for the confirmed location in the Cleanera Service. If no-contact delivery is applied to your Order, please note that the goods shall be deemed to be delivered when they are left at the door and the Courier Partner marks the Order status as “delivered” on the Cleanera Service after which you bear the risk of the items in the Order. 

8.2. The User must be available to receive calls at the phone number the User has submitted to the Cleanera Service. If the phone number provided by the User cannot be reached, the delivery may be cancelled by Cleanera or the Partner and the User or Customer Organization may be charged for the full price of the Order.

8.3. The User may place an Order to be delivered with standard delivery option, or by pre-ordering a certain delivery time, to the extent these options are available on the Cleanera Service at the time of placing the Order.

8.4. Standard delivery option: The User must be present at the confirmed location set out in the Order between the time of making the Order until the products set out in the Order have been received. If the User is not available at the location they have confirmed within five minutes of the arrival of the delivery of the ordered products and the User does not respond after two contact attempts by the Courier Partner making the delivery, the delivery may be cancelled by Cleanera or the Partner and the User or Customer Organization may be charged for the full price of the Order.

8.5. “Pre-order” delivery option: the User must be present at the confirmed location between ten minutes prior to the pre-ordered delivery time until the moment of delivery in the Order to receive the Order.

8.6. You have the right to cancel the purchase agreement, i.e. exercise your cancellation rights, by informing us or the partner of your wish to exercise your right to cancel within 14 days from receiving the good or a significant portion of your good. (“The Cancellation Period”). For delivery service you will upon the ordering be asked to give your express consent that the delivery process will begin as soon as the partner has confirmed your order and that you have consented to wavering your cancellation right no later than when the service has been completed.

9.. Intellectual Property Rights

9.1. All Intellectual Property Rights in or related to the Cleanera Service and thereto related documentation and all parts and copies thereof shall remain exclusively vested with and be the sole and exclusive property of Cleanera and/or its affiliates/subcontractors/licensors. “Intellectual Property Rights” shall mean copyrights and related rights (including database and catalogue rights and photography rights), patents, utility models, design rights, trademarks, tradenames, trade secrets, know-how and any other form of registered or unregistered intellectual property rights.

10.1. These Terms of Service do not grant the User any Intellectual Property Rights in the Cleanera Service and all rights not expressly granted hereunder are reserved by Cleanera and its subcontractors/licensors.

10.2. Apple shall not be responsible for any investigation, defense, settlement or discharge of any claim that the iOS Cleanera App or your use of it infringes any third party intellectual property right.

10.3. If there is a defect in the goods, the buyer must, within a reasonable time after it was discovered or should have been discovered, notify the seller that he or she wants to claim the defect. The buyer has always complained in sufficient time if it happens within 2 months. from the time the defect was discovered or should have been discovered. Complaints can be made no later than two years after the buyer took over the item. If the product or parts of it are intended to last significantly longer than two years, the complaint deadline is five years.

If the item has a defect and this is not due to the buyer or circumstances on the buyer’s side, the buyer may, in accordance with the rules of the Consumer Purchase Act, chapter 6, withhold the purchase price, choose between rectification and redelivery, demand a price reduction, demand the contract terminated and/or demand compensation from the seller. Complaints to the seller should be made in writing.

11. Additional Provisions for use of the Cleanera Service

11.1. The Cleanera Service is only available to persons of the age of 18 years or older. You may not register as a User if you do not fulfill this requirement.

11.2. Cleanera is constantly developing the Cleanera Service and Cleanera may change or remove different parts of the Cleanera Service, including features, the products and Partners available in the Cleanera Service in part or in whole.

11.3. By using the Cleanera Service, the User may encounter content or information that might be inaccurate, incomplete, delayed, misleading, illegal, offensive or otherwise harmful. Cleanera generally does not review content provided by the Partners. Cleanera is not responsible for third parties’ (including the Partners’) content or information or for any damages arising as a result of the use of or reliance on it.

11.4. You or the Customer Organization shall be responsible for obtaining and maintaining any devices or equipment (such as telephones) and connections needed for access to and use of the Cleanera Service and all charges related thereto.

11.5. The User will not: (i) use or attempt to use another person’s personal Cleanera account and/or access another person’s personal payment data through the Cleanera Service or use another person’s personal payment cards when using the Cleanera Service, without consent of that other person; (ii) copy, modify or create derivative works of the Cleanera Service or any related technology; (iii) reverse engineer, decompile, disassemble, decipher or otherwise attempt to derive the source code for the Cleanera Service or any related technology, or any part thereof; (iv) remove any copyright, trademark or other proprietary rights notices contained in or on the Cleanera Service; (v) remove, cover or obscure any advertisement included on the Cleanera Service; (vi) collect, use, copy, or transfer any information obtained from the Cleanera Service without the consent of Cleanera; (vii) use bots or other automated methods to use the Cleanera Service; (viii) create a Cleanera account using a fake identity or an identity of another person; or (ix) access the Cleanera Service except through the interfaces expressly provided by  Cleanera, such as the Cleanera App and Cleanera Website.

 

11.6. Cleanera is, at its sole discretion, entitled to remove or suspend a User from the Cleanera Service with immediate effect and/or refuse or cancel any Orders from a User if: (i) the User abuses the Cleanera Service or causes any harm or detriment to the use of the Cleanera Service or the Partners or Cleanera or Cleanera’s employees, (ii) Cleanera has reasonable belief of fraudulent acts by the User when using the Cleanera Service, (iii) the User places a false Order (for example by not paying or by not being present on the delivery or collection location in order to receive the Order) or otherwise fails to comply with his obligations arising from these Terms of Service; (iv) there is reasonable doubt about the correctness or authenticity of the Order; or (v) the User engages in threatening, harassing, racist, sexist or any other behaviour that Cleanera deems inappropriate towards Partners or Cleanera‘s employees or Courier Partners. If Cleanera cancels an Order that has already been paid for, Cleanera shall transfer that amount into the same user account or Cleanera for Work Account as the one from which the payment was made by the User.

11.7. The controller of the personal data collected about Users is Cleanera Enterprises Oy, unless otherwise indicated. Cleanera AS shall process any personal data collected from the User in accordance with Cleanera Privacy Statement.

11.8. The User must comply with applicable third party terms of agreement when using the Cleanera App or the Cleanera Service.

12. Term and termination

12.1. These Terms of Service are in force as a binding agreement between Cleanera and the User until further notice as long as the User is using the Cleanera Service. 

12.2. The User can discontinue the use of the Cleanera Service at any time. Cleanera can discontinue providing the Cleanera Service permanently or temporarily at any time.

13. Defects and complaints

13.1. Please note that the Cleanera Service may at any time be interrupted or permanently discontinued. The Cleanera Service may also be temporarily suspended. Do not use the Cleanera Service for backing up any data. While we do our best in providing you our platform and services (including new and/or temporary services such as no-contact deliveries, deliveries with novel technology or deliveries of new product categories) error-free, Cleanera does not promise or guarantee you anything regarding the reliability, functionality, timeliness, quality or suitability of the Cleanera Service, its features or any service offered by Cleanera. Cleanera does not promise or guarantee anything that is not expressly mentioned in these Terms of Service.

13.2. The Partner is solely liable for the contents, quality, safety and packaging of their products sold through the Cleanera Service and has a statutory defect liability for their products as set out in the applicable laws. You are responsible for inspecting the products in your Order without undue delay after receiving the Order. If there are any defects or other quality shortcomings in the products of your Order, then you should contact either the customer service of Cleanera, acting on behalf of the Partner, or the Partner directly and include a clear description of the defects or shortcomings.

13.3. The Partner is solely liable for any defects in the contents and preparation or packaging of the Order or other shortcomings in the performance of the Purchase Agreement. Cleanera is not responsible for the information provided by the Partner on the Cleanera Service and does not give any warranty on the availability, quality or suitability of the products.

13.4. Apple has no obligation whatsoever to furnish any maintenance and support services with respect to the Cleanera App. To the extent that any maintenance or support is required by applicable law, we, not Apple, shall be obligated to furnish any such maintenance or support. To the extent any warranty exists under law that cannot be disclaimed, we, not Apple, shall be solely responsible for such warranty. We, not Apple, are responsible for addressing any claims of the User or any third party relating to the iOS Cleanera App or the User’s possession and/or use of the iOS Wolt App, including, but not limited to: (i) product liability claims; (ii) any claim that the iOS Cleanera App fails to conform to any applicable legal or regulatory requirement; and (iii) claims arising under consumer protection, privacy, or similar legislation, including in connection with the iOS Cleanera App’s use of the HealthKit and HomeKit frameworks.

14. Applicable Law and Dispute Resolution

14.1. These Terms of Service shall be governed by and construed in accordance with the laws of the country where the User is located. 

14.2. If you are a consumer, please note that you cannot be deprived of the rights granted to you by the mandatory consumer protection laws of your country of domicile. 

14.3. Complaints must be addressed to the seller within a reasonable time, cf. points 9 and 10. The parties must try to resolve any disputes amicably. If this is not successful, the buyer can contact the Norwegian Consumer Protection Authority for mediation. Forbrukertilsynet is available on phone 23 400 600 or www.forbrukertilsynet.no.

The European Commission’s complaints portal can also be used if you wish to lodge a complaint. It is particularly relevant if you are a consumer living in another EU country. The complaint is filed here: http://ec.europa.eu/odr.

15. Amendments

15.1. These User Terms of Service are subject to amendments. In case of any discrepancies between these User Terms of Service and any local language version of these User Terms of Service, these terms shall prevail.

15.2. Cleanera shall publish the amended User Terms of Service at the Cleanera Website. Cleanera shall inform the User of any changes that are material by nature on the Cleanera Service or by email to the email address submitted to the Cleanera Service by the User. If the User does not agree to any amended Cleanera Terms of Service, they shall discontinue the use of the Cleanera Service.

16. Assignment

16.1. Cleanera shall be entitled to assign all or any of its rights or obligations hereunder in whole or part to an affiliate or successor or to a purchaser or acquirer of its business assets relating to Cleanera Service without the User’s prior consent.

16.2. The User shall not be entitled to assign any of its rights or obligations hereunder in whole or part.

Updated 23.06.2023