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TERMS AND CONDITIONS

Total Refresh

Version: August 2026
Last updated: 12 August 2026

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These General Terms and Conditions apply to the services offered by Total Refresh in the Netherlands.

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1. Definitions

For the purposes of these Terms and Conditions:

Total Refresh: The business operating under the name Total Refresh, registered with the Dutch Chamber of Commerce under KVK number 70778655, including its authorised representatives.

Client: Any natural person or legal entity using the Total Refresh website, requesting a quotation, requesting an introduction to a Service Provider, or entering into an agreement relating to services presented through Total Refresh.

Consumer: A Client who is a natural person acting for purposes outside their trade, business, craft or profession.

Business Client: A Client acting in the course of a profession or business.

Direct Service: A service for which Total Refresh expressly enters into an agreement with the Client as the contracting service provider and for which the Client receives an invoice from Total Refresh.

Referral Service: A service for which Total Refresh introduces or connects the Client to an independent third-party professional or company.

Service Provider: An independent third-party professional, contractor or company introduced to the Client by Total Refresh.

Services: Cleaning, painting, plastering, maintenance, renovation and other property-related services requested through Total Refresh.

Agreement: The specific agreement concluded between the relevant contracting parties.

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1. Scope and Acceptance

2.1 These Terms and Conditions apply to the use of the Total Refresh website, quotation request process, Direct Services and Referral Services, unless expressly agreed otherwise in writing.

2.2 By requesting a quotation, accepting an offer or entering into an Agreement to which these Terms apply, the Client confirms that they have been given the opportunity to read and save these Terms and Conditions.

2.3 Any deviation from these Terms is valid only when expressly agreed in writing.

2.4 Where mandatory consumer law provides a Consumer with greater protection than these Terms, mandatory law shall prevail.

2.5 If an individually agreed written quotation or agreement conflicts with these Terms and Conditions, the individually agreed provision shall prevail to the extent of that conflict.

1. Direct Services and Referral Services

Total Refresh operates using two different service models.

3.1 Direct Services

Where a quotation, order confirmation, invoice or other written communication expressly identifies Total Refresh as the contracting service provider, the Client enters into an Agreement with Total Refresh.

The Client will normally receive the relevant invoice directly from Total Refresh.

The rights and obligations applicable to the Direct Service are governed by the relevant Agreement, these Terms and Conditions and applicable Dutch law.

3.2 Referral Services

Where Total Refresh introduces the Client to an independent Service Provider, Total Refresh acts solely as an intermediary, referral party and communication facilitator.

The agreement for the actual performance of the work is concluded directly between the Client and the independent Service Provider.

The Service Provider provides or confirms its own quotation and/or agreement and invoices the Client directly.

The Client pays the Service Provider directly.

Total Refresh is not a party to the agreement for the performance of those services.

3.3 Identification of the Applicable Model

The applicable service model should be apparent from the quotation, invoice, confirmation or other written communication relating to the project.

If the Client is uncertain whether a service is a Direct Service or Referral Service, the Client must request clarification before accepting a quotation or allowing work to commence.

1. Role of Total Refresh in Referral Services

4.1 For Referral Services, Total Refresh's role may be limited to:

Receiving and reviewing the Client's request.

Identifying potentially suitable independent Service Providers.

Introducing the Client and Service Provider.

Transmitting relevant project information.

Facilitating communication.

Assisting with scheduling or coordination where appropriate.

Voluntarily assisting communication if a disagreement arises.

4.2 Total Refresh does not itself perform work classified as a Referral Service.

4.3 An independent Service Provider does not become an employee of Total Refresh merely because the Service Provider was introduced through Total Refresh.

4.4 Unless expressly agreed otherwise in writing, Total Refresh does not direct, supervise or control the manner in which an independent Service Provider performs the work.

4.5 The Service Provider remains responsible for determining how the work will be performed, subject to its agreement with the Client and applicable laws and regulations.

4.6 Assistance provided by Total Refresh with communication, planning, quotations, coordination or complaints does not make Total Refresh a party to the agreement between the Client and Service Provider.

1. Independent Service Providers

5.1 Service Providers introduced through Total Refresh operate independently.

5.2 They are not employees, agents, partners or legal representatives of Total Refresh unless Total Refresh expressly confirms otherwise in writing.

5.3 A Service Provider has no authority to make commitments, warranties, representations or agreements on behalf of Total Refresh.

5.4 Independent Service Providers are responsible for their own workmanship, employees and subcontractors, tools and equipment, materials where applicable, licences and permits where legally required, insurance, tax obligations, health and safety obligations, professional obligations and compliance with applicable laws and regulations.

5.5 Statements, promises or commitments independently made by a Service Provider bind that Service Provider and not Total Refresh unless Total Refresh expressly confirms the commitment in writing.

1. Selection and Introduction of Service Providers

6.1 When identifying potential Service Providers, Total Refresh may consider information such as experience, availability, portfolio, specialisation, location and previous cooperation.

6.2 Any selection, screening, portfolio review, recommendation or previous positive experience does not constitute a guarantee by Total Refresh regarding future workmanship, suitability for a particular purpose, availability, financial condition, insurance coverage, compliance with applicable laws, behaviour, punctuality or successful completion of a project.

6.3 The Client remains responsible for reviewing the Service Provider's quotation and determining whether the proposed Service Provider and contractual terms are acceptable before entering into an agreement.

1. Quotations

7.1 A request submitted through the Total Refresh website is a request for information or a quotation and does not by itself create an agreement for performance of the requested work.

7.2 Quotations are valid for the period specified in the quotation.

7.3 Where no validity period is specified, a quotation may be withdrawn or amended before acceptance, subject to applicable mandatory law.

7.4 Quotations are based on the information available at the time they are prepared.

7.5 Incorrect, incomplete or subsequently changed information may result in a revised quotation, price, scope or schedule.

7.6 Additional work, hidden defects, inaccessible areas, unexpected site conditions, structural issues or other circumstances that could not reasonably have been identified beforehand may result in additional costs where agreed with the relevant contracting party.

7.7 For Referral Services, the independent Service Provider is responsible for its own quotation, scope, price and contractual commitments.

1. Client Responsibilities

8.1 The Client must provide complete and accurate information relevant to the requested work.

8.2 This includes, where relevant, correct location details, property type, approximate dimensions, photographs, accessibility, known damage or defects, relevant building restrictions, parking and access limitations, presence of hazardous materials, desired deadlines, relevant permits and other circumstances that may affect the work.

8.3 The Client must provide safe and reasonable access to the property at the agreed time.

8.4 The Client is responsible for obtaining permissions from property owners, landlords, homeowners' associations, municipalities or other parties where required, unless expressly agreed otherwise.

8.5 The Client must disclose known hazardous or unsafe conditions before work begins.

8.6 The Client is responsible for securing valuable, fragile, confidential or irreplaceable items before work begins.

8.7 Total Refresh and, in the case of Referral Services, the Service Provider may rely on information supplied by the Client.

1. Photos and Project Information

9.1 The Client may provide photographs, videos, drawings, measurements and other project information to assist in assessing the request.

9.2 The Client confirms that they are permitted to provide such information.

9.3 Total Refresh may share information reasonably necessary for assessing, quoting, coordinating or performing the requested services with prospective or selected Service Providers.

9.4 Personal data will be processed in accordance with the Total Refresh Privacy Policy and applicable data protection legislation.

9.5 The submission of photographs or videos for quotation or project assessment purposes does not automatically constitute permission for Total Refresh to publicly use those materials for marketing purposes.

1. Project Photos, Portfolio and Marketing Use

10.1 Total Refresh may photograph or record completed work, works in progress or project results for project documentation, portfolio and marketing purposes where Total Refresh has a lawful basis to do so.

10.2 Where photographs or videos contain identifiable individuals, personal information, private documents, house numbers, licence plates, security information or other personal data, Total Refresh will process and publish such material only where permitted under applicable law.

10.3 Where the Client separately gives Total Refresh permission for portfolio and marketing use, Total Refresh may use approved photographs and videos for purposes including:

The Total Refresh website.

Total Refresh social media channels.

Digital and printed portfolios.

Commercial proposals and presentations.

Online and offline advertisements.

Case studies.

Other promotional materials relating to Total Refresh and its services.

10.4 Total Refresh may crop, resize, edit, format or otherwise adapt approved photographs and videos for presentation and marketing purposes, provided such editing does not materially misrepresent the project or Client.

10.5 Unless separately agreed or otherwise lawfully permitted, Total Refresh will not intentionally publish the Client's full name, exact address or other identifying private information together with project photographs or videos.

10.6 Where consent is relied upon as the legal basis for the use of photographs or videos, the Client may withdraw that consent for future use by contacting Total Refresh. Withdrawal does not affect processing or publication that was lawful before consent was withdrawn.

10.7 Where legally permitted, Total Refresh may retain and use project photographs or videos that have been appropriately anonymised and no longer identify the Client or another individual.

10.8 Permission granted to Total Refresh does not automatically grant an independent Service Provider permission to use the same photographs, videos or Client information for that Service Provider's own marketing. Independent Service Providers are responsible for obtaining any permission required for their own marketing activities.

1. Performance of Referral Services

11.1 The independent Service Provider is solely responsible for the actual execution of a Referral Service.

11.2 Questions or claims concerning technical execution, workmanship, materials, completion, defects, delays, conduct or damage must primarily be addressed to the Service Provider.

11.3 Total Refresh may voluntarily assist communication between the Client and Service Provider but is not required to assume the Service Provider's contractual obligations.

11.4 Mediation, coordination or communication assistance by Total Refresh does not constitute acceptance of responsibility or liability for the Service Provider's work.

1. Changes and Additional Work

12.1 Changes requested after acceptance of a quotation may result in additional costs or delays.

12.2 Additional work should be agreed with the party responsible for performing the work before that additional work is performed.

12.3 For Referral Services, Total Refresh is not responsible for agreements regarding additional work made directly between the Client and Service Provider.

12.4 Clients are advised to obtain written confirmation of changes, additional costs and revised deadlines.

1. Payments for Direct Services

13.1 For Direct Services, payment is made to Total Refresh in accordance with the applicable quotation or invoice.

13.2 The Client must pay within the payment period stated on the invoice.

13.3 Total Refresh may require a deposit or advance payment where this is stated in the quotation or agreement.

13.4 If a Business Client fails to pay on time, Total Refresh may charge statutory commercial interest and reasonable collection costs to the extent permitted under Dutch law.

13.5 For Consumers, collection costs and interest will only be charged in accordance with mandatory Dutch consumer law and any legally required payment reminder procedure.

13.6 Total Refresh may suspend performance where payment due under a Direct Service remains outstanding, to the extent permitted by law.

1. Payments for Referral Services

14.1 For Referral Services, the independent Service Provider invoices the Client directly unless expressly agreed otherwise in writing.

14.2 The Client pays the Service Provider directly.

14.3 Total Refresh is not responsible for billing or payment disputes between the Client and independent Service Provider.

14.4 Total Refresh may receive a referral fee, commission or other compensation from a Service Provider.

14.5 Any commercial arrangement between Total Refresh and the Service Provider is separate from the service agreement between the Client and Service Provider and does not make Total Refresh responsible for the Service Provider's work.

1. Cancellation and Rescheduling

15.1 Referral Services

Cancellation and rescheduling conditions relating to work performed by an independent Service Provider are governed by the agreement between the Client and that Service Provider.

Total Refresh is not responsible for cancellation charges imposed by an independent Service Provider where those charges were validly agreed.

15.2 Direct Services

For Direct Services, cancellation and rescheduling conditions stated in the relevant quotation or order confirmation apply.

Where no specific cancellation conditions have been agreed, Total Refresh may charge reasonable costs actually incurred as a consequence of cancellation, subject to applicable mandatory law.

15.3 Consumers

Nothing in this section limits a Consumer's statutory right of withdrawal where that right applies.

1. Consumer Right of Withdrawal

16.1 Where a Consumer concludes a qualifying distance or off-premises service agreement with Total Refresh, the Consumer retains the statutory withdrawal rights provided under applicable Dutch and European consumer law.

16.2 Where applicable, the statutory withdrawal period is generally 14 days from conclusion of the service agreement.

16.3 If a Consumer expressly requests that a Direct Service begins during the statutory withdrawal period, the Consumer may be required to pay a proportionate amount for services already performed if the Consumer subsequently exercises the right of withdrawal, insofar as permitted by law.

16.4 Where a Direct Service has been fully performed during the withdrawal period following the Consumer's express prior request and acknowledgement, the statutory right of withdrawal may cease where the applicable legal requirements have been satisfied.

16.5 Total Refresh does not exclude or restrict statutory withdrawal rights where doing so is prohibited by law.

16.6 Where Total Refresh only provides an introduction and the Consumer enters into a separate agreement with an independent Service Provider, the Service Provider is responsible for complying with consumer-law obligations applicable to its agreement with the Consumer.

1. Complaints Concerning Referral Services

17.1 Complaints concerning the actual performance of a Referral Service must be submitted to the relevant independent Service Provider.

17.2 The Client should notify the Service Provider as soon as reasonably possible after discovering a problem and provide the Service Provider with a reasonable opportunity to inspect and, where appropriate, remedy the issue.

17.3 The Client may also notify Total Refresh.

17.4 Total Refresh may voluntarily assist the parties with communication but does not become responsible for resolving or compensating the underlying complaint merely by providing such assistance.

17.5 Total Refresh does not guarantee that mediation or communication assistance will result in an outcome satisfactory to either party.

1. Damage During Referral Services

18.1 Any damage allegedly caused by an independent Service Provider during a Referral Service must be reported directly to that Service Provider as soon as reasonably possible.

18.2 The Service Provider is responsible for handling claims relating to damage caused by that Service Provider, its employees, personnel or subcontractors, subject to the applicable agreement and law.

18.3 Total Refresh may facilitate communication regarding a damage claim but does not thereby accept responsibility or liability for the damage.

18.4 Total Refresh does not provide insurance covering the Client against damage caused by independent Service Providers.

18.5 The Client may request relevant insurance information directly from the Service Provider before work begins.

1. Insurance

19.1 Independent Service Providers are responsible for maintaining any insurance legally required or commercially appropriate for their activities.

19.2 Total Refresh does not guarantee that a particular Service Provider maintains a particular type or level of insurance unless Total Refresh expressly confirms this in writing.

19.3 Total Refresh does not warrant that a particular loss will be covered by a Service Provider's insurance.

19.4 Clients undertaking high-value, specialist or higher-risk projects are encouraged to verify relevant insurance arrangements directly with the Service Provider before work begins.

1. No Guarantee Regarding Independent Service Providers

20.1 Total Refresh does not guarantee the performance of independent Service Providers.

20.2 In particular, Total Refresh does not warrant that an independent Service Provider will complete work by a particular date, achieve a particular aesthetic result, remain available, perform without defects, obtain particular permits, use a particular method, avoid all damage or satisfy expectations not expressly included in the Client's agreement with the Service Provider.

20.3 Any warranty or guarantee concerning work performed under a Referral Service must be agreed directly between the Client and Service Provider.

1. Liability of Total Refresh for Referral Services

21.1 To the maximum extent permitted by applicable law, Total Refresh is not liable for acts, omissions, defaults, negligence or breaches attributable to an independent Service Provider.

21.2 This includes, insofar as legally permissible, claims relating to:

Defective workmanship.

Incomplete work.

Delays.

Failure to attend.

Property damage.

Personal injury caused by the Service Provider.

Theft or loss caused by the Service Provider.

Materials selected or supplied by the Service Provider.

Employees or subcontractors engaged by the Service Provider.

Regulatory violations by the Service Provider.

Incorrect estimates or quotations made by the Service Provider.

Additional work agreed with the Service Provider.

Failure by the Service Provider to fulfil contractual obligations.

Disputes concerning the Service Provider's invoice.

21.3 Total Refresh is not responsible for supervising, inspecting or approving the work performed by an independent Service Provider unless Total Refresh expressly agrees in writing to provide such a service.

21.4 Total Refresh remains responsible for its own obligations as intermediary, and nothing in these Terms excludes liability that cannot lawfully be excluded or limited.

1. Liability of Total Refresh for Direct Services

22.1 For Direct Services, Total Refresh remains responsible for obligations expressly undertaken by Total Refresh as the Client's contracting party.

22.2 To the maximum extent permitted by law, Total Refresh shall not be liable for indirect or consequential loss, including loss of profit, loss of revenue, loss of business, loss of opportunity, business interruption or other consequential financial loss, unless mandatory law provides otherwise.

22.3 For Business Clients, Total Refresh's aggregate liability arising from a Direct Service shall, to the extent legally permissible, be limited to the amount paid or payable by the Business Client for the specific Direct Service giving rise to the claim or, where the relevant liability is covered by Total Refresh's liability insurance, the amount actually paid by the insurer in respect of the relevant event, insofar as such limitation is legally enforceable.

22.4 Limitations or exclusions of liability do not apply where liability cannot legally be excluded or limited, including circumstances involving intent or deliberate recklessness where Dutch law prohibits such exclusion.

22.5 Mandatory Consumer rights remain unaffected.

1. Additional Provisions for Business Clients

23.1 This section applies only to Business Clients.

23.2 To the fullest extent permitted by law, Total Refresh shall not be liable to a Business Client for indirect, consequential, special or business losses.

23.3 A Business Client must notify Total Refresh in writing of a claim relating to Total Refresh's own performance within a reasonable period after discovering the circumstances giving rise to the claim.

23.4 Failure to notify Total Refresh promptly may be taken into account to the extent that the delay prejudices Total Refresh's ability to investigate, defend or mitigate the alleged loss.

23.5 Business Clients must take reasonable measures to prevent and mitigate loss.

23.6 Nothing in this section excludes liability that cannot legally be excluded.

1. Indemnification by Business Clients

24.1 To the extent permitted by applicable law, a Business Client shall indemnify Total Refresh against third-party claims resulting from incorrect or misleading information supplied by the Business Client, unsafe conditions at the Business Client's property, failure to obtain necessary permissions controlled by the Business Client, unlawful instructions given by the Business Client or the Business Client's breach of the Agreement.

24.2 This provision does not apply to the extent that a claim was caused by a matter for which Total Refresh is legally responsible.

1. Access, Keys and Security

25.1 Where access to premises is required, the Client must provide reasonable and safe access.

25.2 Arrangements involving keys, alarm codes, access cards or other security information should be agreed with the party performing the work.

25.3 For Referral Services, responsibility for possession, safekeeping and return of keys or access devices rests between the Client and independent Service Provider.

25.4 Total Refresh should not be provided with keys, alarm codes or other security credentials unless this has been expressly agreed.

1. Delays and Estimated Dates

26.1 Dates and completion times are estimates unless expressly confirmed in writing as binding deadlines.

26.2 For Referral Services, Total Refresh is not responsible for delays attributable to an independent Service Provider.

26.3 The relevant contracting party should inform the Client of material delays where reasonably possible.

26.4 A delay does not automatically entitle the Client to compensation or termination except where the applicable Agreement or mandatory law provides otherwise.

1. Force Majeure

27.1 Total Refresh shall not be liable for failure or delay in performing its own obligations caused by circumstances beyond its reasonable control.

27.2 Such circumstances may include extreme weather, fire, flood, war, terrorism, government measures, epidemics, strikes, infrastructure failures, widespread transport disruption, power failures, telecommunications failures and other circumstances reasonably beyond Total Refresh's control.

27.3 Where force majeure continues for an unreasonable period, the parties may have rights to terminate an affected Direct Service in accordance with applicable law.

27.4 For Referral Services, the Service Provider's force majeure obligations are governed by the separate agreement between the Client and Service Provider.

1. Referral Fees and Commercial Arrangements

28.1 Total Refresh may receive a referral fee, commission or other commercial compensation from independent Service Providers in connection with introductions.

28.2 Clients remain free to decide whether to enter into an agreement with an introduced Service Provider.

28.3 Commercial arrangements between Total Refresh and Service Providers do not make Total Refresh responsible for the Service Provider's performance.

28.4 Any restrictions relating to referral commissions, direct future work or circumvention between Total Refresh and a Service Provider are matters between Total Refresh and the Service Provider and do not create undisclosed payment obligations for Consumers.

1. Privacy and Sharing of Information

29.1 Total Refresh processes personal data in accordance with its Privacy Policy and applicable data protection legislation, including the General Data Protection Regulation (GDPR).

29.2 To provide Referral Services, Total Refresh may share relevant Client information with one or more prospective or selected Service Providers.

29.3 Information reasonably necessary for assessing, quoting, coordinating or performing the requested service may be shared subject to the Privacy Policy.

29.4 Clients should not submit unnecessary sensitive personal information through the quotation form.

1. Website Information

30.1 Total Refresh aims to keep information displayed on its website accurate and current.

30.2 General descriptions, photographs, videos, portfolio examples and other website materials are illustrative unless expressly incorporated into a specific quotation or Agreement.

30.3 Results achieved on previous projects do not guarantee identical results for future projects.

30.4 Availability of a service displayed on the website is not guaranteed until confirmed.

30.5 Total Refresh reserves the right to modify, suspend or remove website content and service descriptions where reasonably necessary.

1. Intellectual Property

31.1 Rights in the Total Refresh website, brand, logo, written content, original photographs, graphics and other proprietary materials belong to Total Refresh or the relevant rights holder.

31.2 Such materials may not be reproduced, commercially exploited or distributed without prior permission except where permitted by law.

1. Complaints Concerning Total Refresh

32.1 A complaint concerning Total Refresh's own intermediary service or a Direct Service should be submitted to Total Refresh as soon as reasonably possible.

32.2 The complaint should include sufficient information to allow Total Refresh to investigate the matter.

32.3 Total Refresh will endeavour to respond within a reasonable period.

32.4 This complaints procedure does not limit statutory Consumer rights.

1. Dispute Resolution

33.1 The parties should first attempt to resolve disputes through reasonable consultation.

33.2 For Referral Services, disputes concerning the actual performance of the work, workmanship, damage, delays, payment or other obligations of the Service Provider should primarily be resolved between the Client and the independent Service Provider.

33.3 Total Refresh may voluntarily assist communication but is not obliged to act as an arbitrator, adjudicator or guarantor.

33.4 Nothing in these Terms requires a Consumer to submit a dispute to binding arbitration where such a requirement would restrict statutory Consumer rights.

1. Applicable Law and Jurisdiction

34.1 These Terms and Conditions and Agreements entered into directly with Total Refresh are governed by Dutch law.

34.2 For Business Clients, disputes with Total Refresh shall, to the extent legally permitted, be submitted to the competent Dutch court in the district where Total Refresh has its registered office, unless Total Refresh elects to submit the dispute to another court that has jurisdiction under applicable law.

34.3 Consumers retain the jurisdictional protections granted to them under mandatory Dutch and European law.

34.4 A dispute between a Client and an independent Service Provider is governed by their separate agreement and applicable law.

1. Severability

35.1 If any provision of these Terms and Conditions is found to be invalid, void or unenforceable, the remaining provisions shall remain in force.

35.2 Where legally possible, an invalid provision shall be replaced or interpreted in a manner that most closely reflects its intended lawful commercial purpose.

1. Changes to These Terms and Conditions

36.1 Total Refresh may amend these Terms and Conditions from time to time.

36.2 The version applicable to an Agreement is generally the version made available to the Client when that Agreement was concluded.

36.3 Changes to these Terms will not retroactively remove acquired statutory rights.

36.4 The current version will be published on the Total Refresh website.

1. Privacy Policy

37.1 Total Refresh respects the privacy of Clients and processes personal data in accordance with applicable data protection legislation.

37.2 Further information regarding the collection, use, storage and sharing of personal data is available in the Total Refresh Privacy Policy.

37.3 The Privacy Policy forms a separate document and should be read together with these Terms and Conditions.

1. Contact Details

Questions regarding these Terms and Conditions can be directed to:

Total Refresh

KVK-nummer: 70778655

Website: www.totalrefresh.nl

Telephone: +31 6 87694582

The applicable registered business address, VAT number and business email should also be displayed on the website and/or contractual documentation where legally required.

1. Final Provision

39.1 These Terms and Conditions are intended to clearly distinguish between services contracted directly with Total Refresh and services independently performed following an introduction by Total Refresh.

39.2 Where Total Refresh acts solely as an intermediary, the independent Service Provider remains responsible for the actual performance of the agreed work.

39.3 Total Refresh's role in such cases is limited to the introduction and, where applicable, facilitation of communication between the Client and independent Service Provider.

39.4 Nothing in these Terms excludes or restricts rights or liabilities that cannot lawfully be excluded or restricted under applicable Dutch law.