General Terms and Conditions of Valeriana

Art. 1

Scope, subject matter, written form

  • The following General Terms and Conditions apply to all services covered by the contract, including supplementary orders and consulting services, for the platform
  • As soon as Valeriana has confirmed the requested service and appointment (one-off or recurring booking), a contractual relationship and contract are entered into. Before this point, both parties may cancel the order immediately and at no cost. As soon as an appointment has been made and the periodic frequency has been agreed, the order is deemed to be activated and is binding for both parties. Termination of the contract is possible at any time within the 1st month. From the 2nd month, a notice period of 1 month from the end of each month applies. Please note down your recurrent appointments on your calendar. Customers also receive a personal link with all dates. In the event that you go on holiday, please inform Valeriana at least 3 days in advance. A brief email notification is sufficient. If our staff arrive to find the premises’ door is locked, the booked hours will be charged regardless.
  • The privacy policy is an integral part of these Terms and Conditions. It is available at Collateral agreements, additions and changes must be made in writing. This also applies to changes to the written form clause. Verbal collateral agreements must not be entered into.

Art. 2

Services and scope

  • Valeriana accepts orders from customers who have placed their order on A contract between the customer and Valeriana is only entered into once Valeriana has confirmed the booking request and the order has been allocated accordingly. Services offered include: sewing & mending, washing & ironing, and general domestic help. The subject of the order is the performance of the services agreed upon at the time of order, rather than a specific outcome or result.
  • The specified duration per assignment is for guidance only. Further changes and additions made by the client are considered an extension of the order and will be charged separately. If the booked timeslot is not sufficient to fulfil the order, no guarantee can be given with regards to fulfilling the order.
  • The work or hourly report governs the issuance of invoices. Employees record the number of hours worked, then an invoice is issued with the order date. The report forms the basis for invoicing and reflects the time spent on the service ordered.
  • The timeslot agreed when ordering is adhered to whenever possible, and serves as orientation and as a guideline; in the case of additional time spent or the assignment of additional orders, time differences may occur.
  • Valeriana endeavors to ensure the shortest possible journey for employees to customers. Outside the public transport zone of the Valeriana employee, the connecting ticket at the half-fare card rate is additionally invoiced monthly. An example for the Zurich region: From the ZVV zone 110 to the ZVV zone 121, additional costs of CHF 6.20 are incurred for the return journey of the Valeriana employee. These costs will be paid to the Valeriana employee.
  • Valeriana selects a suitable employee from its pool of staff. However, the client has the right to choose a different employee, although this is only possible when a reason for such a change is given. The contract is not linked to specific employees. The absence or replacement of a member of staff is not a valid reason for the immediate termination of the contract. However, Valeriana always strives to ensure that the same employees work on the same site, thus ensuring personal interaction and building relationships.
  • The instructions sent to customers by email, as well as the checklist sent with the order confirmation, are an integral part of all orders and contracts, and shall be observed by both parties.
  • Cancellation of any agreed appointments in case of illness must be made at least 24 hours in advance (excluding weekends). If an appointment is not cancelled in time, we unfortunately have to charge our normal rates for the booking. Appointment cancellations on the part of customers must generally be compensated with replacement appointments and announced 3 days in advance by e-mail or telephone. An exception is made in case of illness and other emergencies. In case of vacation absences and other hindrances, a maximum of 5 absences per year without a substitute appointment is possible, if a recurring service has been booked. This is how we prevent income loss for our employees. During the notice period, no appointments may be cancelled, otherwise the notice period will be bypassed. If a long absence is planned, a break in services can be taken, after agreement with Valeriana.
  • If our employees are sick or take leave, Valeriana will inform you of such in advance. Where possible, a replacement shall be provided. However, it is not always possible to guarantee this, as staff shortages may occur.
  • Final cleaning with acceptance guarantees, clearances and furniture removals, curtain and carpet cleaning are not services offered or performed by us or our staff.

Art. 3

Cleaning materials

  • Customers shall provide the basic equipment, such as a working vacuum cleaner, mops (including two mop heads) and a 10l bucket free of charge. If special cloths are to be used for cleaning work, these shall also be provided directly by the customer.
  • All other utensils (sponges, microfibre cloths (wet and dry cleaning), non-abrasive sponges, feather dusters and detergents (bath, kitchen, glass, oven, toilet and limescale, degreaser and all-purpose soap)) are provided by the Valeriana employees themselves. We work with eco-friendly products from the Uni Sapon brand - these products are already included in the hourly fees and will not be billed separately. Customers shall endeavour to provide the best possible support to our employees in fulfilling the contract.
  • If objects and property are damaged due to unsuitable work materials, all liability is excluded by Valeriana. The operating regulations apply.

Art. 4

Conditions and payment due date

  • A ‘booked hour’ consists of 55 minutes working time. Customers undertake to settle the amount owed for the service provided within 10 days. A first reminder is free. For second reminders, Valeriana reserves the right to charge CHF 25.00, as additional expenses have been incurred. All expenses incurred in connection to an operation will be charged in full to the customer.

Art. 5

Due diligence and liability

  • Valeriana carries out the commissioned tasks carefully and with the best possible protection of the customers’ interests and ensures their success. The customer agrees to cooperate in the fulfilment of the contract. Customers are responsible, for example, for ensuring that mop heads are washed every time they are used and auxiliary material, such as paper towels, is made available.
  • Valeriana has public liability insurance. This insurance is liable for consequential damage in the context of legal liability (personal injury and property damage up to CHF 5 million). For other damages beyond the public liability (goodwill), the liability of Valeriana is limited to CHF 500. Likewise for damages of any kind for which the insurance company declines liability. Valeriana is only liable in cases of wilful intent and gross negligence.
  • Wear and tear of equipment or objects (irons, vacuum cleaners, etc.) or minor scratches on the flooring, glass or ceramic surfaces are not damages and are therefore excluded from any liability. Surfaces, furniture or other materials which require special care shall be communicated to the employees before work commences. If this does not happen, any liability is excluded.
  • When Valeriana employees perform sewing, washing or ironing services, the utmost care is taken. Please always inform employees about any special requirements, e.g., special care etc. Clothes made of silk or other sensitive materials (wool) should be entrusted to a professional textile cleaning company. No liability can be accepted thereof.
  • If damage occurs, the damage must be inspected and verified. Therefore, please report any damage within 24 hours to Valeriana. Receipts etc. must be made available. For subsequently reported damages, all liability is rejected.
  • For one-off orders there is no liability for damages.
  • Valeriana is not liable for data-damages caused by third party negligence or unreasonable disruption of We also assume no liability for the content of linked sites. Furthermore, the data protection on any linked sites is not covered by these terms of use.

Art. 6

Key delivery and loss

  • It is solely the customer's decision to give employees a key to their premises. In the case of key loss due to personal fault of an employee, Valeriana is liable as long as the key has been handed over in return for a key receipt. If keys are deposited in post boxes or similar places, any liability is excluded. Upon termination of the order or in the event of any changes, the normal return of keys shall be performed via deposit in the postbox or in person. Keys shall not be sent by post.

Art. 7


  • Valeriana confirms that all employees meet all legal requirements and that the employment conditions fully comply with the regular requirements.

Art. 8

Trade secret, confidentiality

  • Valeriana and its employees undertake not to pass on to third parties any information they learn in the context of the contractual relationship. This includes documents of all kinds, in particular those related to residence, income and ownership. The customer also agrees that he/she is subject to confidentiality for trade secrets.
  • Business secrets are any information the disclosure of which may harm Valeriana and its employees in any way. This duty of confidentiality continues even after the termination of the contractual relationship.

Art. 9

Working hours

  • Normal working hours: Monday - Friday (8.00 am - 10.00 pm) & Saturday (8.00 am - 8.00 pm)
  • No working hours: Sunday and national public holidays

Art. 10

Hotline - Direct contact

  • The hotline at +41 44 500 28 72 is available from Monday to Friday from 8.15 am to 12.00 pm and from 2.00 pm to 5.00 pm. Valeriana can always be reached easily by email at or WhatsApp +41 78 605 36 85.

Art. 11

Final provisions

  • All legal relationships between Valeriana (Social Impact Venture Philanthropy GmbH) and the client as well as these General Terms and Conditions shall be governed by Swiss law. Jurisdiction is the seat of Valeriana, Social Impact Venture Philanthropy GmbH in Zurich.
  • If an agreement in the context of this contractual relationship is invalid, the contract remains otherwise valid.