TERMS OF SERVICE AND OPERATION — COUCOU SERVICES

Effective from June 15, 2026.

1. How is access to your home organized?

  • Access Rules: The Client agrees to provide precise instructions or concrete solutions so that our staff can enter the premises on the scheduled day. If our agent finds a locked door or cannot work due to incorrect or missing instructions, the full price of the scheduled cleaning will be charged.
  • Key Management: If you decide to entrust a duplicate of your keys to our company (Ramírez Gil, Home Services), this step is taken under your own and sole responsibility. Our company does not cover any costs related to the loss, theft, or replacement of your locks.
  • Unforeseen Events: If you anticipate an access issue, please notify our office in advance so we can adjust our routes.

2. What are the safety rules for our staff?

  • Weight Limit: To protect the health of our agents, they are not authorized to carry objects weighing more than 5 kg. They can move furniture or objects up to 10 kg only if they slide easily across the floor.
  • Venue Safety: The Client must guarantee a safe and clean workplace. Your valuables (jewelry, money, important documents) must be locked away before our arrival. Pets must not hinder the agent’s work.
  • Mutual Respect: No aggressive, insulting, or discriminatory behavior will be tolerated. In the event of a serious issue, we will immediately stop our services permanently, and the cancellation fees will remain due.

3. What is not included in our services?

  • Our services only cover routine domestic cleaning tasks and validated concierge or painting works.
  • The following are completely excluded from our interventions: cleaning dangerous exterior windows (without protection), moving heavy furniture, handling toxic or hazardous chemicals, as well as childcare or pet care. Our team may refuse a job if it considers the conditions to be unsanitary.

4. What is the legal status of our team?

  • All Coucou Services agents are employed, declared, and insured against accidents directly by the company Ramírez Gil, Home Services. Our relationship is subject to the rules of the agency contract (Art. 394 of the Swiss Code of Obligations).
  • Private Hiring Ban: The Client agrees not to personally hire, directly or through a third party, a cleaning agent sent by our company. This ban is valid throughout the contract and for the 6 months following its termination. In the event of non-compliance, a flat-rate compensation equal to 3 months of services (based on the most expensive month) will be immediately claimed.
  • Photos and Videos: It is forbidden to film or photograph our employees during their working hours without their written consent.

5. How do prices and payments work?

  • Rates and Taxes: Our prices are indicated in Swiss Francs (CHF) and already include all taxes (Swiss VAT included). We may adjust our rates at any time based on changes in our operational costs or legal taxes.
  • Card Payments: Bookings are paid by credit card or Twint on our website. The money is authorized at the time of the order and debited once the cleaning is completed.
  • Invoice Payments: If payment by invoice is exceptionally accepted, the payment period is fixed at a maximum of 10 days. In the event of payment failure, we stop services immediately.

6. What happens in case of late payment?

  • In case of non-payment, we will send you reminders by email, SMS, or telephone. A first friendly reminder is sent free of charge the day after the due date, with a period of 5 to 10 days to pay.
  • If payment is still not received, administrative fees of CHF 15.00 will be added for the first official reminder, and CHF 40.00 for the second reminder (non-cumulative).
  • After these two reminders, the file is forwarded to an external collection service, and the processing fees of that agency will be entirely borne by the Client.

7. How to change or cancel an appointment?

  • To modify or cancel a service, the Client must respect the following time conditions:
    • Cancellation made more than 14 days before the date: Free of charge.
    • Cancellation made between 14 days and 7 days before the date: A flat management fee of CHF 30.00 will be applied.
    • Cancellation made less than 7 days before the intervention (or missing it on the day): The total amount (100%) of the cleaning price remains due and will be invoiced.
  • On its side, Coucou Services may modify the schedule of a cleaning for major logistical reasons, notifying you as soon as possible.

8. How to make a complaint?

  • If you are not satisfied with the result of a cleaning, you must send a detailed written complaint with photos within a strict period of 3 working days (72 hours) after the end of the service.
  • Past this 72-hour period, the work is considered fully accepted and validated. No request for modification, refund, or a new free cleaning will be accepted.

9. Civil Liability and Material Damages

  • Liability: Pursuant to Article 101 paragraph 2 of the Swiss Code of Obligations, Ramírez Gil, Home Services declines all liability for material damage caused by its agents, except in cases of gross or intentional negligence by the management.

10. Applicable Laws and Competent Court

  • Swiss Law: All relations with coucouservices.ch are exclusively governed by Swiss law.
  • Court: The sole place of jurisdiction to settle a dispute is fixed at the courts of the Canton of Fribourg, Switzerland. The company may also choose to act against the Client before the court of their personal domicile.