Terms of Service
I. General provisions and Service Provider details
These Terms set out the rules for using the cleanai.pl website and for ordering and performing the cleaning services offered under the CleanAI brand.
Service Provider: Serhii Deineha, a sole trader entered in CEIDG, operating under the CleanAI brand, ul. Kuźnicy Kołłątajowskiej 16, lok. 50, 31-234 Kraków, NIP 9452325981, REGON 544073526. Contact: kontakt@cleanai.pl, telephone +48 537 151 454 (the line is answered by an AI assistant), direct number +48 732 890 415 (calls only).
Placing an order through the website requires acceptance of these Terms (a checkbox in the order form). The Terms are available free of charge on this page before an order is placed, in a form that allows them to be saved and printed.
The Service Provider may amend the Terms with 14 days' notice. Orders placed before an amendment are governed by the version of the Terms accepted when the order was placed.
The Terms are available in Polish, Ukrainian, Russian and English. The Polish version is binding.
II. Scope of services
CleanAI provides professional cleaning services: washing of upholstered furniture, carpets, rugs and mattresses, cleaning of car and leather upholstery, cleaning of apartments, houses and premises (including after renovation), window cleaning, ozone treatment and other services described at cleanai.pl/uslugi and in the price list.
We provide services in Kraków and within 30 km of the city limits.
III. Placing orders
An order can be placed:
- through the order form on a service page or the booking window,
- through the AI consultant on the website (text chat and voice conversation) and the Telegram bot,
- by telephone on +48 537 151 454 — calls are answered by an AI assistant who takes the request,
- via WhatsApp or by e-mail at kontakt@cleanai.pl.
An order taken by the AI assistant, in the chat or in a messenger is confirmed by a CleanAI employee (by telephone, SMS, in the messenger or by e-mail).
Final price: the AI quote (based on a photo, a description or a conversation) and the price calculated in the form are indicative, because they are based on the description and photos provided by the Client. The final price is given by the contractor on site, after inspecting the items or the premises, before work begins. We start work only once the Client has accepted the price.
If the Client does not accept the price set on site, the Client may cancel the service free of charge, travel included.
IV. Prices and payments
No value added tax (VAT) is added to the prices given in the price list, in the forms and in the calculator: the Service Provider is not a VAT-registered taxpayer. The final price is determined in accordance with point III. On request we issue an invoice without VAT.
Minimum order value: PLN 120.
Visit on the day the order is placed: a surcharge of 10% of the service price.
Travel: free within the administrative boundaries of Kraków; outside the city a surcharge of +PLN 30 (up to 15 km from the city limits) or +PLN 50 (up to 30 km). We do not provide services further than 30 km from the Kraków city limits.
Payment: on site in cash only, after the service is performed, or online in advance when placing the order (BLIK, card, Apple Pay or Google Pay, through a payment operator).
Discounts: cannot be combined, unless expressly stated otherwise.
Gift voucher: issued in electronic form only (a code), valid for 12 months from purchase, for any service in the price list. The voucher is redeemed in a single order. If the order costs less than the voucher's value, we issue a new voucher for the remaining amount (a consultant issues it). We do not exchange the voucher for cash. A consumer may withdraw from the purchase of an unused voucher within 14 days.
V. Performance of the service and guarantee
Punctuality: we arrive at the agreed time. If a delay is unavoidable (e.g. traffic), we warn you by telephone or in the messenger.
Satisfaction guarantee (voluntary): if the result is not what we agreed, report it within 7 days of the service, preferably with a photo. We will come back and correct or repeat the work free of charge. The guarantee does not limit the Client's statutory rights (point VI).
Liability: for damage caused through our fault while performing the service we are liable under the general rules of the Civil Code (Kodeks cywilny).
Cancelling or rescheduling a visit: free of charge. Please let us know at least 24 hours before the appointment (by telephone, in the messenger or by e-mail).
VI. Complaints
A complaint can be filed by e-mail at kontakt@cleanai.pl, in writing to the Service Provider's address, or by telephone on +48 732 890 415. The time limit for filing a complaint follows from the law — the satisfaction guarantee in point V does not shorten it.
A complaint should include the order number, a description of the problem and photos (if applicable).
We reply within 5 working days, and no later than within 14 days of receiving the complaint.
VII. Right of withdrawal from the contract
A Client who is a consumer, as well as an individual entering into a contract directly related to their business activity where that contract is not of a professional nature for them (Art. 38a of the Consumer Rights Act (ustawa o prawach konsumenta)), may withdraw from the contract within 14 days of its conclusion, i.e. of the day the order is placed, without giving a reason.
To withdraw from the contract, it is enough to send an unambiguous statement of withdrawal by e-mail to kontakt@cleanai.pl or in writing to the Service Provider's address given in point I; you may use the model form from point VIII, but it is not mandatory. To meet the deadline, it is enough to send the statement before it expires.
Service started before the deadline: if the Client requested that the service begin before the 14 days expire (choosing a visit date that falls within this period constitutes such a request, see point IX) and then withdraws from the contract, the Client pays for the service performed up to the moment of withdrawal — an amount proportionate to the scope of the service performed, calculated on the basis of the agreed price (Art. 35 of the Consumer Rights Act).
Loss of the right of withdrawal: the right of withdrawal expires once the service has been fully performed with the Client's express consent, where the Client was informed before the service began that after full performance they would lose the right of withdrawal (Art. 38(1)(1) of the Consumer Rights Act).
Refund: the Service Provider refunds the payments received (reduced by the amount due for the part of the service performed up to the moment of withdrawal) within 14 days of receiving the statement of withdrawal, using the same payment method as the Client used, unless the Client agrees to a different refund method that involves no costs for them.
The rules on free cancellation of a visit described in point V apply independently of the right of withdrawal and do not limit the consumer's statutory rights.
VIII. Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
- To: Serhii Deineha, ul. Kuźnicy Kołłątajowskiej 16, lok. 50, 31-234 Kraków, e-mail kontakt@cleanai.pl
- I/We hereby give notice that I/We withdraw from my/our contract for the provision of the following service: …
- Order number and date of the contract: …
- Name of the consumer: …
- Address of the consumer: …
- Signature of the consumer (only if this form is sent on paper): …
- Date: …
IX. Consents when placing an order
Mandatory consent: before submitting the order, the Client ticks the box “By placing the order I agree to the Terms and the Privacy Policy”. Without this consent the order cannot be submitted. A Client who chooses a visit date falling within 14 days of placing the order, by accepting the Terms, requests that the service begin before the withdrawal period expires and acknowledges that after full performance of the service they will lose the right of withdrawal (point VII).
Marketing consent: the order form does not contain a marketing consent. CleanAI sends information about promotions only to people who have given a separate, voluntary consent to that. Not giving this consent has no effect on placing or fulfilling an order. Consent can be withdrawn at any time by writing to kontakt@cleanai.pl.
Messages related to the order: order confirmation, a visit reminder (by e-mail the day before, if the Client has provided an e-mail address) and a request for a review are sent without marketing consent, as part of performing the contract.
Privacy and data
X. Privacy Policy
1. Data controller
The controller of your personal data is Serhii Deineha, a sole trader entered in CEIDG, operating under the CleanAI brand, ul. Kuźnicy Kołłątajowskiej 16, lok. 50, 31-234 Kraków, NIP 9452325981, REGON 544073526. For all matters concerning personal data write to kontakt@cleanai.pl or to the Controller's postal address. The Controller has not appointed a data protection officer.
2. What data we process
- contact and order data: name, telephone, e-mail, service address, date, scope of service, price, notes, photos of items for a quote;
- conversations with the AI assistant: chat content on the website and in Telegram, voice in a voice conversation on the website (processed in real time; we store only the text of the conversation, not the audio), and on the telephone line — the telephone number, the recording and a text transcript of the call, its duration and a summary;
- account: name, e-mail, telephone, password (in encrypted form), profile photo, address, order history, discount codes and referrals; when you sign in with Google or Facebook, we receive your name, e-mail and profile photo from them;
- online payments: payment identifier and status (we do not store card data — it is handled by the payment operator);
- reviews: rating and comment after the service;
- technical data: IP address, browser type, data stored in cookies (chapter XI), and, with your consent, visit statistics and a record of how the page is used (clicks, scrolling, cursor movements; not the text typed into form fields). The server also keeps standard connection logs (IP address, page address, time, browser) for security and traffic statistics.
3. Purposes, legal bases and retention periods
| Purpose | Legal basis (GDPR) | How long |
|---|---|---|
| Accepting and fulfilling an order, contact about the visit | Art. 6(1)(b) — contract | 6 years from performance of the service (limitation period for claims) |
| Invoices and accounting | Art. 6(1)(c) — legal obligation | 5 years from the end of the tax year |
| AI consultant replies, quote from a photo, enquiries without an order | Art. 6(1)(b) — steps prior to entering into a contract | 12 months |
| Recordings of calls on the telephone line | Art. 6(1)(f) — legitimate interest: arrangements made in the call, quality of service, protection against abuse | 90 days |
| Text transcript and summary of telephone calls | Art. 6(1)(f) | 12 months (longer if the call concerns an order — as for the order) |
| Customer account, discount codes, referrals | Art. 6(1)(b) | until the account is deleted |
| Reviews of the service | Art. 6(1)(f) | until the account is deleted or you object |
| Blocking numbers used for spam and abuse | Art. 6(1)(f) | 30 days from the block |
| Visit statistics (analytics) | Art. 6(1)(a) — consent (cookies) | 14 months |
| Session recordings and heatmaps (Microsoft Clarity) | Art. 6(1)(a) — consent (cookies) | recordings 30 days, reports up to 13 months |
| Server logs (IP address, page address, time, browser) | Art. 6(1)(f) — security and traffic statistics | 4 weeks |
| Establishing, exercising and defending legal claims | Art. 6(1)(f) | until the limitation period expires |
- Accepting and fulfilling an order, contact about the visit
- Legal basis (GDPR): Art. 6(1)(b) — contract
- How long: 6 years from performance of the service (limitation period for claims)
- Invoices and accounting
- Legal basis (GDPR): Art. 6(1)(c) — legal obligation
- How long: 5 years from the end of the tax year
- AI consultant replies, quote from a photo, enquiries without an order
- Legal basis (GDPR): Art. 6(1)(b) — steps prior to entering into a contract
- How long: 12 months
- Recordings of calls on the telephone line
- Legal basis (GDPR): Art. 6(1)(f) — legitimate interest: arrangements made in the call, quality of service, protection against abuse
- How long: 90 days
- Text transcript and summary of telephone calls
- Legal basis (GDPR): Art. 6(1)(f)
- How long: 12 months (longer if the call concerns an order — as for the order)
- Customer account, discount codes, referrals
- Legal basis (GDPR): Art. 6(1)(b)
- How long: until the account is deleted
- Reviews of the service
- Legal basis (GDPR): Art. 6(1)(f)
- How long: until the account is deleted or you object
- Blocking numbers used for spam and abuse
- Legal basis (GDPR): Art. 6(1)(f)
- How long: 30 days from the block
- Visit statistics (analytics)
- Legal basis (GDPR): Art. 6(1)(a) — consent (cookies)
- How long: 14 months
- Session recordings and heatmaps (Microsoft Clarity)
- Legal basis (GDPR): Art. 6(1)(a) — consent (cookies)
- How long: recordings 30 days, reports up to 13 months
- Server logs (IP address, page address, time, browser)
- Legal basis (GDPR): Art. 6(1)(f) — security and traffic statistics
- How long: 4 weeks
- Establishing, exercising and defending legal claims
- Legal basis (GDPR): Art. 6(1)(f)
- How long: until the limitation period expires
Providing data is voluntary, but without contact details and an address we cannot accept or fulfil an order.
4. AI assistant and telephone calls
The consultant on the website, the Telegram bot and the telephone line +48 537 151 454 are artificial intelligence assistants and say so in the conversation. The content of conversations, voice recordings and photos is processed by the AI service provider solely to answer questions and to prepare a quote and a summary for the team. We use paid services under which the provider does not use the data sent to train its models.
Calls on the telephone line are recorded, and we say so at the start of the call. If you do not want to talk while being recorded, call +48 732 890 415 (calls are not recorded) or write to kontakt@cleanai.pl.
When you call again, the assistant recognises your telephone number and uses your name and the history of earlier conversations and orders so that it does not ask the same things again. We do not identify people by their voice.
Automated decisions: AI does not set the price or the terms of the contract — we calculate the price according to the price list, and a person confirms the order. The only decision made automatically: if the telephone assistant recognises a call as spam or abuse, the number may be blocked for 30 days, and the number of calls per day from one number is limited. You can appeal against this by writing to kontakt@cleanai.pl or calling +48 732 890 415 — a person will review the matter.
5. Who we share data with
Only the Controller and persons authorised by the Controller have access to the data, including the people who perform the service at the Client's premises (they receive the data needed for the visit). We also entrust data to providers who process it on our behalf and on our instructions:
- server providers (data centre in Germany),
- artificial intelligence service providers (chat, voice conversations, quote from a photo, summaries),
- the telecommunications operator running the telephone line,
- providers of office tools and messengers in which the team receives notifications about orders and conversations,
- the e-mail provider,
- the online payment operator,
- the invoicing system provider,
- a map service that calculates the travel surcharge from the address, and the provider of the base map on the district pages (your browser loads map tiles from its servers, which see your IP address; no cookies are used),
- the web analytics provider (only with your consent),
- Google and Facebook — if you sign in through their account.
We may also disclose data to public authorities where the law requires it.
6. Transfers of data outside the European Economic Area
Some providers (AI services, e-mail, payments, messengers, analytics, sign-in) are based or have servers outside the EEA, mainly in the USA. We transfer data to them on the basis of a European Commission decision confirming an adequate level of protection (EU-US Data Privacy Framework) or standard contractual clauses approved by the Commission (Art. 46 GDPR), and, in the case of the messenger in which the team receives order notifications, where necessary for the performance of the contract (Art. 49(1)(b) GDPR). You can obtain a copy of the safeguards by writing to kontakt@cleanai.pl.
7. Your rights
- access to your data and a copy of it,
- rectification of data,
- erasure of data (chapter XII),
- restriction of processing,
- data portability,
- objection to processing based on a legitimate interest,
- withdrawal of consent at any time (without affecting the lawfulness of processing before its withdrawal),
- a complaint to the President of the Personal Data Protection Office (Prezes Urzędu Ochrony Danych Osobowych), ul. Stawki 2, 00-193 Warszawa.
Send your request to kontakt@cleanai.pl. We reply without undue delay, and no later than within one month.
8. Security
The website works only over an encrypted connection (HTTPS). We store passwords in encrypted form, only authorised persons have access to the order panel and recordings, and database backups are stored on a server in the EU.
XII. Deleting your account and data
Deleting the account: sign in, go to the “Profil” (Profile) tab in the customer panel and choose “Usuń konto” (Delete account). This also applies to accounts created with Google or Facebook. You can also write to kontakt@cleanai.pl from the e-mail address linked to the account.
After the account is deleted, we erase the profile data (name, e-mail, telephone, address, photo, settings), the link to signing in with Google or Facebook, discount codes and referrals. We keep orders further, with no link to the account, for the period stated in the privacy policy (chapter X), because tax regulations and possible complaints require it.
Deleting other data: if you ordered without an account or want a record of your conversation with the AI consultant deleted, write to kontakt@cleanai.pl and give the telephone number or e-mail you used when contacting us. We reply no later than within one month.
Signing in with Facebook: you can also remove CleanAI from the list of apps in your Facebook settings (Settings → Apps and websites). Facebook will then stop sending us data; data already stored in the account you delete as described above.