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USER AGREEMENT

Last Update: 01/09/2026

1. PARTIES AND SCOPE

This User Agreement (the “Agreement”) governs the rights and obligations between Cleannet Temizlik Hizmetleri Tic. Ltd. Şti., with its registered address at Kazım Özalp Mah. Reşit Galip Cad. No:124/3 GOP / Çankaya / Ankara (hereinafter “Cleannet”), and the natural or legal person requesting services through Cleannet’s website and mobile application (together, the “Website”) (hereinafter the “Customer” or “User”).

This Agreement and the other rules on the Website govern the terms and conditions relating to the cleaning services provided by Cleannet and the rules for using the Website. The User is deemed to have undertaken to comply with this Agreement from the moment they approve it while creating an account or a service request on the Website, or begin to benefit from the Website.

In order to ensure the continuity of its services and to comply with future technical necessities or legislation, Cleannet has the right to unilaterally amend or update this Agreement, provided that it is not to the detriment of the Users. The current text is always published on the Website.

2. DEFINITIONS

  • Cleannet: Cleannet Temizlik Hizmetleri Tic. Ltd. Şti., which provides the Service directly through its own staff and/or franchise network.
  • Customer / User: The person requesting cleaning services through the Website.
  • Service: All cleaning and maintenance services offered by Cleannet relating to home, office and workplace cleaning.
  • Staff: The personnel actually performing the Service, employed by Cleannet or its franchise teams.
  • Website: cleannet.com.tr and related domains, and the Cleannet mobile application.

3. SERVICES PROVIDED BY CLEANNET

Cleannet is a service provider that has been operating since 1982 and provides cleaning services directly through its own trained staff and franchise network. Cleannet is not a marketplace or intermediary platform; the services requested through the Website are provided by Cleannet and under Cleannet’s responsibility.

The services provided by Cleannet include office cleaning, home cleaning, post-construction cleaning, window cleaning, carpet and upholstery washing, floor maintenance and polishing, and other cleaning services specified on the Website. The scope of the services offered, service areas and pricing are specified on the Website.

4. MEMBERSHIP AND ACCOUNT

Membership to the Website is free of charge. The User may make more than one service request through a single account. Setting and protecting the password is the User’s own responsibility; account information and password must not be shared with third parties and must be carefully protected. The User is directly responsible for any malicious use of their account by others due to their own fault.

Any information declared when creating an account, such as name, address, telephone and e-mail, must be current, accurate and complete. The relevant User is responsible for any damages incurred by the User or third parties due to such information being incorrect or incomplete.

5. ORDER AND RESERVATION

The Customer creates an order by selecting the type, date and time of the service through the Website. The service fee is calculated according to the pricing principles specified on the Website (for example, area/square-metre-based pricing) and may be displayed exclusive of taxes unless otherwise stated. The order becomes final when approved by Cleannet and is confirmed to the Customer electronically.

6. CHANGE AND CANCELLATION RULES

The Customer may change the day or time of, or cancel, an approved service request up to at least 24 hours before the reservation time, either through the Website or by sending an e-mail to info@cleannet.com.tr.

Cancellation and change notifications must be made through the communication channels specified on the Website. For cancellations and changes made less than 24 hours before the reservation time, the conditions specified on the Website shall apply due to Cleannet’s operational costs.

7. PAYMENT

Payments may be made online using the methods offered on the Website (credit card, debit card and other payment methods specified on the Website). Online payment transactions are carried out through the banking/payment institution infrastructure with which Cleannet cooperates. The secure storage and processing of card and payment information is the responsibility of the relevant payment institution.

The invoice for the service is issued by Cleannet in accordance with the applicable legislation. The Customer consents to the storage of their credit card information, to the extent permitted by legislation, at the payment institution with which Cleannet has an agreement, and to its sharing with the relevant system operators. Cleannet is not responsible for any disruptions that may occur in the contracted payment institution’s system.

8. REFUND AND RIGHT OF WITHDRAWAL

Provided that the service has not yet been performed, the Customer has the right to withdraw from the agreement within 14 days following the order date, without giving any reason and without paying any penalty. This right may be exercised up to 24 hours before the service start time in the reservation system. It is sufficient for the withdrawal notice to be sent in writing to info@cleannet.com.tr within this period, with the phrase “Cancellation Request” in the subject line.

For transactions made by online payment, if the cancellation or right of withdrawal is duly exercised, the relevant amount is refunded to the card/account used by the Customer for payment. In cases where the service is performed incompletely or defectively, or the service cannot be provided, Cleannet shall likewise carry out the necessary procedures for the refund of the relevant amount.

9. SERVICE QUALITY AND SATISFACTION

Cleannet provides its services through its trained and supervised staff, on the principles of quality assurance and continuous inspection. If the Customer is not satisfied with the service and reports the situation to Cleannet (with visuals where necessary), Cleannet may offer a discount coupon, re-service, or similar solutions specified on the Website. The scope and conditions of satisfaction solutions are specified on the Website.

10. OBLIGATIONS OF THE CUSTOMER

The Customer is obliged to provide the Staff with access to the address where the service will be provided, to provide accurate and complete information, and to ensure the necessary environment for the safe performance of the service.

With respect to a service request created through the Website, the Customer shall not make a direct agreement with the Staff, without Cleannet’s knowledge, in order to bypass Cleannet or avoid payment of the fee. The Customer is responsible for all taxes and obligations attributable to them relating to the service, except for taxes arising on Cleannet’s income.

11. LIABILITY

Cleannet is responsible for performing the service it provides in accordance with the scope and qualities specified in this Agreement and on the Website. Direct damages caused by the Staff’s fault to the Customer or third parties during the service are assessed within the framework of the applicable legislation; it is essential that the Customer report such situations to Cleannet within a reasonable time and, where necessary, with documentation.

Cleannet cannot be held liable for situations arising from force majeure, the Customer providing incorrect/incomplete information, failure to provide access to the address, or the Customer’s fault. In any case, Cleannet’s liability is limited to the relevant service fee.

12. AUTHORIZATIONS GRANTED TO CLEANNET

For home cleaning (daily/domestic cleaning) services, where required by the applicable legislation, the Turkish ID numbers of the Customer and the Staff may be transmitted to the relevant institutions (for example, the Social Security Institution / SGK) for daily employer/employee registration and accident insurance procedures. In this context, the obligation to respond to the confirmation message sent to the Customer’s mobile phone belongs to the Customer; the daily accident insurance fee may be reflected to the Customer.

Cleannet may inform Users about promotions, new services and news via e-mail. When the User does not wish to receive such notifications, they may unsubscribe by sending a written notice to info@cleannet.com.tr.

Comments and reviews received from Users may be published after the necessary approval and control by Cleannet. Cleannet reserves the right to publish, not publish, or edit such comments. Cleannet reserves the right to change or terminate the Website (or a part of it) temporarily or permanently, with or without prior notice.

Cleannet may use SMS, e-mail or other technical means to verify Users’ e-mail and mobile phone information. If Cleannet determines that the User has breached the Agreement, or to the extent required by the situation, it may suspend or terminate the User’s use of the Website and membership rights.

13. INTELLECTUAL PROPERTY

The owner and operator of the Website is Cleannet. All content on the Website, including code and software, is the property of Cleannet. Except for printing a page for personal use, this content may not be modified, copied, reproduced, republished, transmitted or distributed without the written permission of Cleannet.

14. PROTECTION OF PERSONAL DATA

Users’ personal data is processed in accordance with the Privacy Policy published on the Website and Law No. 6698 on the Protection of Personal Data and related legislation. For detailed information, please refer to the Privacy Policy on the Website.

15. SECURITY

Cleannet takes measures within its available means to keep the Website free of viruses and similar malicious software; however, to ensure ultimate security, the User is obliged to obtain their own virus protection system. The User accepts that they are responsible for any errors that may occur in their own software and systems due to their access to the Website, and for the consequences thereof.

16. BREACH AND TERMINATION OF THE AGREEMENT

The User is responsible for any damages that Cleannet and third parties may incur as a result of the User acting in violation of the provisions of this Agreement. If Cleannet determines that the Agreement has been breached, it may immediately and unilaterally terminate this Agreement, without prejudice to its rights of claim arising from the Agreement.

This Agreement remains in force as long as the Website continues to be used and no new agreement is presented to the User by Cleannet.

17. GOVERNING LAW AND JURISDICTION

The laws of the Republic of Türkiye apply to the implementation of this Agreement. In disputes that may arise from the Agreement, the Ankara Courts and Enforcement Offices shall have jurisdiction, without prejudice to the application authorities under consumer legislation.

18. CONTACT

Cleannet Temizlik Hizmetleri Tic. Ltd. Şti.

Kazım Özalp Mah. Reşit Galip Cad. No:124/3 GOP / Çankaya / Ankara

Tel: 0312 468 68 53

Fax: 0312 468 93 65

Tax Office: Cumhuriyet V.D.

Tax No: 2111306021

E-mail: info@cleannet.com.tr