TERMS AND CONDITIONS

The website prizma.cy is operated by:

Legal company name: [LEGAL COMPANY NAME]

Registration number: [REGISTRATION NUMBER]

Registered or business address: [REGISTERED ADDRESS]

Email: [EMAIL ADDRESS]

Telephone: [PHONE NUMBER]

VAT number: [VAT NUMBER]

The company trades under the name “PRIZMA”.

In these Terms, “PRIZMA”, “we”, “us” and “our” refer to the company identified above.

“Customer” means any person or organisation requesting or purchasing our services.

“Consumer” means an individual acting for purposes outside their trade, business or profession.

“Business Customer” means a person or organisation acting for purposes connected with a trade, business or profession.

These Terms govern:

(a) the use of prizma.cy;

(b) enquiries and price estimates submitted through the website; and

(c) cleaning services where these Terms are referred to in a quotation or booking confirmation.

Nothing in these Terms limits any rights or remedies that cannot lawfully be limited under applicable law.

The version of these Terms supplied or linked to the Customer before a booking is accepted will apply to that booking.

prizma.cy provides information about PRIZMA’s cleaning services, allows visitors to obtain an estimated price and allows visitors to submit their name and telephone number so that PRIZMA can contact them.

Submitting information through the website does not:

(a) confirm a booking;

(b) create a binding service contract;

(c) reserve a date or time; or

(d) require the Customer to make a payment.

PRIZMA does not process online payments through prizma.cy.

Any price displayed by the website calculator is an estimate only.

The estimate is based on the information entered by the visitor and may be rounded.

The final price may depend on factors including:

(a) the actual size and condition of the premises;

(b) the layout and accessibility of the premises;

(c) the number of rooms, workstations, kitchens and sanitary facilities;

(d) the type and amount of cleaning required;

(e) the cleaning frequency;

(f) parking, access and security arrangements;

(g) the need for specialist equipment or materials; and

(h) any additional work requested by the Customer.

PRIZMA may request additional information, photographs, a video call or an inspection before confirming the final price.

If the information provided by the Customer is materially inaccurate or incomplete, PRIZMA may issue a revised quotation before the work begins.

Once a price has been accepted, PRIZMA will not carry out additional paid work without the Customer’s agreement, except where immediate action is reasonably necessary to address a health or safety risk.

Prices displayed on prizma.cy exclude VAT. VAT will be added where applicable.

After receiving an enquiry, PRIZMA may send the Customer a written quotation or booking confirmation by email, WhatsApp or another durable written method.

The confirmation should state, as applicable:

(a) the service to be provided;

(b) the property or service location;

(c) the agreed scope of work;

(d) the date and approximate time;

(e) the frequency and number of visits;

(f) the total price and applicable VAT treatment;

(g) the payment method and payment deadline;

(h) any cancellation or rescheduling conditions;

(i) the duration and termination conditions for a recurring service; and

(j) a link to these Terms.

A binding contract is formed only when the Customer accepts the quotation or booking confirmation in writing, unless PRIZMA expressly confirms another method of acceptance.

Where a booking with a Consumer is discussed by telephone, the Consumer will not be bound until the offer has been provided on paper or another durable medium and the Consumer has provided written acceptance.

The booking confirmation and these Terms together form the service contract.

If there is a conflict between the booking confirmation and these Terms, the booking confirmation will take priority for the specific details of that booking. Mandatory legal rights will always take priority.

A person making a booking on behalf of a company, organisation or another person confirms that they have authority to do so.

The exact service is limited to the work described in the accepted booking confirmation.

Work not included in the confirmed scope may be quoted and charged separately.

Unless expressly agreed, normal cleaning services do not include specialist treatment of:

(a) hazardous or biological waste;

(b) mould, asbestos or dangerous substances;

(c) pest infestations;

(d) bodily fluids or other biohazards;

(e) exterior work at unsafe heights;

(f) industrial machinery;

(g) surfaces requiring specialist certification or treatment; or

(h) any unlawful or unsafe task.

PRIZMA may refuse or stop work where the premises or requested task presents an unreasonable risk to personnel, customers, property or third parties.

PRIZMA may provide services through its employees or appropriately selected contractors. PRIZMA remains responsible for the proper performance of the agreed service.

The Customer must:

(a) provide accurate information about the property and requested service;

(b) provide safe and timely access at the agreed time;

(c) provide access to water and electricity where reasonably required;

(d) provide relevant parking, alarm, security and entry instructions;

(e) inform PRIZMA about pets, restricted areas and known hazards;

(f) inform PRIZMA about delicate surfaces or materials requiring special treatment;

(g) identify any existing damage or unstable items;

(h) secure cash, jewellery, confidential documents and other valuable items; and

(i) ensure that the premises are reasonably safe for the cleaning team.

The Customer should not provide keys, access codes or security information unless necessary for the service.

PRIZMA will take reasonable steps to protect keys and access information entrusted to it.

If the team cannot access the premises because of circumstances within the Customer’s control, any call-out or cancellation charge will apply only if it was clearly disclosed and accepted before the booking.

All prices are stated in euros and exclude VAT unless expressly stated otherwise. VAT will be added where applicable.

For a Consumer, the confirmed total price will include all applicable taxes and any mandatory charges known at the time of booking.

Payment is made separately from prizma.cy using the method and deadline stated in the booking confirmation or invoice.

PRIZMA will not impose an additional charge that was not disclosed and agreed before the charge was incurred.

Additional work requested after the booking has been confirmed may result in an additional charge, but the additional price must be agreed before the work is performed.

For a recurring cleaning service, the booking confirmation must state:

(a) the cleaning frequency;

(b) whether the plan includes a fixed number of visits per billing period or all visits falling under a weekly schedule;

(c) the monthly or per-visit price;

(d) the agreed scope of each visit;

(e) the starting date;

(f) any minimum term;

(g) the notice required to cancel or change the service; and

(h) any applicable loyalty discount.

Where the website displays a monthly loyalty discount schedule:

(a) the schedule becomes binding only when included in the accepted booking confirmation;

(b) the discount is calculated against the confirmed Month 1 base price;

(c) the discount applies to consecutive paid billing periods under the same active recurring cleaning plan;

(d) additional work and specialist services are not included unless expressly stated;

(e) a mutually agreed temporary pause pauses the progression of the schedule but does not erase an already earned discount level, unless otherwise agreed in writing;

(f) cancellation ends the discount schedule;

(g) a new recurring agreement starts from Month 1 unless PRIZMA confirms otherwise in writing;

(h) a material change to the property, frequency or scope may result in a new base price for future services, which must be communicated before it takes effect; and

(i) the discount has no cash value and cannot be transferred to another Customer or property.

Any future change to the price of a recurring service will apply prospectively only and will be communicated to the Customer in advance.

The Customer should notify PRIZMA as early as reasonably possible if an appointment needs to be cancelled or rescheduled.

A cancellation, missed-appointment or call-out charge may be applied only where:

(a) the charge and the circumstances in which it applies were clearly disclosed before the booking was accepted;

(b) the Customer accepted those conditions; and

(c) the charge is reasonable and proportionate to the reserved time and costs incurred.

PRIZMA may cancel or reschedule a service because of illness, staff unavailability, unsafe conditions, equipment failure, severe weather, transport disruption or another event outside its reasonable control.

Where PRIZMA cancels a service, it will offer a reasonable alternative date or refund any advance payment relating to the service that was not provided.

PRIZMA aims to provide services with reasonable care and skill.

If the Customer believes that the agreed service was not properly completed, the Customer should contact PRIZMA as soon as reasonably possible and provide sufficient information to identify the issue.

Photographs may be requested where appropriate.

Prompt notification helps PRIZMA investigate the matter and, where justified, arrange corrective cleaning.

Where appropriate, PRIZMA may:

(a) inspect the premises;

(b) return to correct the affected work;

(c) agree a reasonable price adjustment; or

(d) provide another appropriate remedy.

Nothing in this section limits a Consumer’s mandatory statutory rights.

PRIZMA will take reasonable care when working at the premises.

PRIZMA is not responsible for damage to the extent that it results from:

(a) a pre-existing defect;

(b) ordinary wear and tear;

(c) an unstable, loose or incorrectly installed item;

(d) deterioration caused by age;

(e) a delicate material or surface that was not disclosed to PRIZMA;

(f) incorrect manufacturer instructions supplied by the Customer; or

(g) circumstances outside PRIZMA’s reasonable control,

provided that PRIZMA exercised reasonable care.

The Customer should report any alleged damage as soon as reasonably possible and allow PRIZMA a reasonable opportunity to inspect it.

PRIZMA is not responsible for indirect or consequential business losses that were not reasonably foreseeable, to the extent such liability may lawfully be excluded.

Nothing in these Terms excludes or limits liability:

(a) where exclusion or limitation is prohibited by law;

(b) for fraud or fraudulent misrepresentation;

(c) for death or personal injury caused by negligence where liability cannot lawfully be excluded; or

(d) in a way that removes a Consumer’s mandatory statutory rights.

This section applies only where the Customer is a Consumer and the cleaning contract is concluded at a distance or away from PRIZMA’s business premises.

A Consumer generally has the right to withdraw from the service contract within 14 days from the date on which the contract is concluded, without giving a reason.

To exercise this right, the Consumer must inform PRIZMA before the end of the withdrawal period by:

(a) emailing [EMAIL ADDRESS];

(b) sending another clear written statement; or

(c) using the model withdrawal form at the end of these Terms.

If the Consumer asks PRIZMA to begin providing services before the end of the 14-day withdrawal period, PRIZMA will request the Consumer’s express written request and acknowledgement.

If work begins during the withdrawal period at the Consumer’s express request and the Consumer later withdraws, the Consumer must pay a proportionate amount for the service supplied up to the time of withdrawal.

The Consumer loses the right to withdraw once the service has been fully performed only where:

(a) performance began with the Consumer’s prior express request; and

(b) the Consumer acknowledged that the right of withdrawal would be lost once the service was fully performed.

Where a refund is due following a valid withdrawal, PRIZMA will make it without undue delay and no later than 14 days after being informed of the withdrawal, using the same payment method unless another method is agreed.

This statutory withdrawal right is separate from any cancellation or rescheduling policy that applies after the withdrawal period.

This section does not apply to Business Customers.

Neither party will be responsible for a delay or failure caused by an event outside its reasonable control, provided that the affected party takes reasonable steps to reduce the effect of the event and informs the other party where reasonably possible.

PRIZMA takes reasonable steps to keep prizma.cy accurate and available but does not guarantee that the website will always be uninterrupted or error-free.

Website content, available services and calculator settings may be updated from time to time.

An update to the website or these Terms will not retrospectively change an already accepted booking unless the parties agree or the change is required by law.

Unless otherwise stated, the PRIZMA name, branding, text, graphics, photographs and other original content on prizma.cy belong to PRIZMA or are used with permission.

They may not be copied, reproduced, modified or commercially used without prior permission, except where permitted by law.

prizma.cy may contain links to third-party services, including WhatsApp.

PRIZMA does not control third-party websites or their terms, availability or privacy practices.

Personal data collected through prizma.cy and during subsequent communications is handled in accordance with the PRIZMA Privacy and Cookie Policy.

PRIZMA may update these Terms from time to time.

The updated version will be published on prizma.cy with a new “Last updated” date.

The Terms applicable to an accepted booking will not be changed retrospectively without the Customer’s agreement, except where a change is required by law.

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

These Terms and any contract with PRIZMA are governed by the laws of the Republic of Cyprus.

The courts of the Republic of Cyprus will have jurisdiction, subject to any mandatory rules that give a Consumer the right to bring or defend proceedings in another competent jurisdiction.

Questions, complaints or notices relating to these Terms may be sent to:

[LEGAL COMPANY NAME]

[REGISTERED ADDRESS]

Email: [EMAIL ADDRESS]

Telephone: [PHONE NUMBER]

Complete and send this form only if you are a Consumer and wish to withdraw from an eligible contract.

To:

[LEGAL COMPANY NAME]

[REGISTERED ADDRESS]

Email: [EMAIL ADDRESS]

I hereby give notice that I withdraw from my contract for the following cleaning service:

Service:

Contract or booking date:

Service address:

Consumer’s name:

Consumer’s address:

Consumer’s signature, if this form is submitted on paper:

Date: