General Terms and Conditions of Sale

These general terms and conditions of sale govern the cleaning services carried out by HELLO PROPRE, a limited liability company (SARL) with a share capital of 100,000 dirhams, whose registered office is located at Appartement 33, Résidence Jakar, 55 Avenue Mohammed V, Marrakech 40000, entered in the trade register of the commercial court of Marrakech under number 178185, common business identifier (ICE) 003855626000050, trading under the business name EPUREVA, hereinafter "the Provider", for the benefit of any individual or legal entity who has accepted a quotation, hereinafter "the Client".

They apply to the four services offered in Marrakech: window and shop-window cleaning, post-construction cleaning, at-home cleaning of sofas, mattresses and rugs, and standard housekeeping by the day.

Acceptance of a quotation constitutes unreserved acceptance of these terms and conditions. They take precedence over any purchase conditions of the Client, save for a contrary written agreement signed by both parties.

Services expressly excluded from the Provider's scope cannot be ordered under any circumstances: clearing out and removal of rubble or items to be thrown away, work at height above five metres or requiring a cherry picker, ropes or dangerous access, the outside face of office glazing, maintenance of green spaces.

The Provider is represented by its managing partner. The company has been registered since 3 March 2026 and has been trading since 12 January 2026. The full identification details, together with the site host's contact details, appear in the legal notice.

Every service is subject to a prior written quotation, free of charge and without obligation. The quotation states the identification of the property, the room-by-room scope, the intervention protocol chosen for each surface, the separately priced options, the amount including all taxes, the estimated duration of the intervention and the validity period of the offer.

The contract is formed upon receipt by the Provider of the quotation accepted in writing, by signature, by email or by an identifiable electronic message, in accordance with Law 53-05 on the electronic exchange of legal data, which grants electronic writing the same evidential value as writing on paper where its author can be duly identified.

No intervention is undertaken without an accepted quotation. An agreement given verbally or by telephone does not constitute an order.

The quotation is drawn up on the basis of the information and photographs provided by the Client — surface area, type of flooring, condition, accessibility — and, where applicable, a technical site visit: the scope and the price are confirmed after photos or a visit. Any inaccuracy in this information entitles the Provider to issue a revised quotation under the conditions set out in the article relating to performance.

Prices are expressed in dirhams, including VAT. They are the same throughout the intervention area. The minimums specific to each service — notably 400 MAD incl. VAT for an at-home textile intervention — are those of the price grid published on the site and are carried over to the quotation.

Amounts published on the site, in the price grids as in the online estimate, are indicative: they are based on the surfaces and conditions declared and do not constitute a firm offer. The scope and the price are confirmed after photos or a visit. Only the amount stated on the accepted quotation is contractual.

The price includes supervised labour, products, consumables, equipment, travel within the intervention area and the end-of-job quality control. Items added to the base service, such as the terraces of a post-construction clean, are itemised separately on the quotation. Not offered: clearing out and rubble removal, sanding, repairs, and floor-finishing treatments sold as a separate service, such as crystallisation or stripping.

Glass up to three metres high and reachable from the ground falls under the base price. Between three and five metres, cleaning is done by pole from the ground, with the +25% surcharge set by the price grid; feasibility is confirmed on photos and the surcharge does not guarantee it.

Above five metres, or where access requires a cherry picker, ropes or is dangerous, the service falls outside the contractual scope: the Provider has neither a cherry picker nor a rope-access technician, does not hire either, and does not subcontract this type of access. For offices, only the inside face of the glazing is offered.

The surcharges set by the price grid — condition of the surfaces, height, bars, furniture — are stated on the quotation. No surcharge is incurred without the Client's agreement.

Payment is due after the service has been carried out and the handover report has been signed, on presentation of the invoice.

The settlement terms are those stated on the accepted quotation: the existence and amount of any deposit on order, the payment schedule where the service is split over several visits, and the balance due at handover. Failing a contrary statement on the quotation, the full price is due at handover.

The accepted payment methods are those stated on the accepted quotation and repeated on the invoice. No other means of settlement may be relied on against the Provider.

Where the Client is a business, the applicable payment term is the one stated on the accepted quotation, within the limits set by Moroccan legislation on payment deadlines between businesses, and in particular by Law 69-21 on payment deadlines. Late-payment penalties and the fixed recovery-cost compensation are those provided for by that legislation, on the terms it lays down.

The invoice is issued in accordance with applicable accounting and tax obligations and bears all the required particulars.

The Client warrants that it holds the rights and authorisations necessary to have the Provider carry out work on the premises concerned.

Unless the quotation states otherwise, it is for the Client:

• to make the premises accessible at the agreed date and time, including by obtaining any access authorisation required by a managing agent, a property manager or a gatehouse;
• to provide a working water point and electricity supply, together with access to the surfaces to be treated;
• to report in writing any fragile item, any surface that has already received a specific treatment, and any known risk, in particular electrical or structural;
• to ensure that other trades have completed their work in the areas concerned and that rubble and items to be thrown away have been removed, as the Provider does not clear out;
• to secure valuables and confidential documents.

Failing this, the Provider may refuse to intervene or suspend the intervention. The waiting time and travel already incurred remain payable, and the date is rescheduled.

The Provider carries out the service in accordance with the protocol stated on the quotation. It is bound by an enhanced best-efforts obligation as to the cleaning result, assessed against the initial condition observed and the nature of the surfaces.

An arrival report records and documents pre-existing defects. On an old, porous, previously treated or uncertain surface, a test area is treated and approved with the Client before any generalisation.

If the actual condition observed differs substantially from the condition declared, the Provider informs the Client, documents the discrepancy and submits a revised quotation. The intervention continues only after this quotation has been accepted in writing. Failing agreement, the contract is terminated and only the services already carried out are payable.

The service ends with the joint walk-through of a control checklist and the signature of a handover report, item by item. Any reservations are recorded, located and dated. In the absence of a recorded reservation, the service is deemed compliant.

Any point recorded as a reservation on the handover report is the subject of a free return visit within forty-eight hours of it being reported. The return visit covers the point reported, not a new full service; it is carried out in kind and gives rise to neither a credit note nor a discount.

A Client absent at the time of handover has forty-eight hours from receipt of the handover report to raise reservations in writing, with a photograph and precise location of the point disputed.

Both forty-eight-hour periods provided for in this article are counted the same way, in calendar hours, as announced on the guarantees page.

The return-visit guarantee no longer applies once a third party has worked on the area concerned after the Provider's visit, or once the premises have been occupied or brought back into use in conditions that change the condition observed.

Any complaint is sent to contact@epureva.ma or to the contact details on the contact page, quoting the quotation reference.

The Provider holds professional civil liability insurance covering material damage caused to the Client's property in the course of its intervention. The certificate of currency is provided on request before signature; it alone is evidence of the extent of the cover.

The insurer's name, the policy number and the cover limit are not published on the site: a limit displayed online and not reproduced identically on the current certificate would create a dispute instead of preventing one. They are brought to the Client's knowledge through that certificate, which is provided on request before signature and attached to the quotation in a tender file.

Excluded from the Provider's liability:

• pre-existing damage recorded in the arrival report;
• irreversible deterioration of a surface predating the intervention, in particular discolouration by chlorine-based agents, burns, staining, ingrained corrosion or stone already attacked by an acid, the disappearance of which cannot be guaranteed;
• on sofas, mattresses and rugs, stains, discolouration or odours that persist after treatment: no 100% result is guaranteed;
• the consequences of using or covering a sofa, mattress or rug before it is completely dry, which takes half a day to a full day, sometimes longer;
• damage resulting from inaccurate or omitted information given by the Client about the nature of a surface or a previous treatment;
• damage resulting from the intervention of a third party before or after the service;
• indirect losses, in particular loss of business, loss of opportunity or commercial prejudice.

The Provider provides no surveillance or custody of the premises and is not liable for property left unsupervised by the Client.

Any cancellation or request to reschedule is made in writing as soon as possible. An intervention cancelled after the team has been mobilised at the site gives rise to invoicing of the travel and waiting time incurred.

The notice period beyond which no charge is due, and the scale applicable below it, are those stated on the accepted quotation. Failing any statement on the quotation, only the costs actually incurred for travel and waiting time are payable, on the terms set out above.

Neither party is liable for a failure resulting from a force majeure event within the meaning of Article 269 of the Dahir forming the Code of Obligations and Contracts (Morocco's foundational law of civil obligations and contracts). Performance is then automatically suspended, and the contract may be terminated without compensation if the impediment continues for more than thirty days.

Where the Client is a consumer within the meaning of Law 31-08 laying down consumer protection measures, the mandatory provisions of that law apply notwithstanding any contrary clause in these terms.

Before the contract is concluded, the Provider gives the consumer clear and comprehensible information on the essential characteristics of the service, its total price inclusive of all taxes, the payment and performance arrangements, and the Provider's identity and contact details.

For contracts concluded at a distance, the consumer has the right of withdrawal provided for by Law 31-08, within the period and under the arrangements it sets, except where performance of the service has begun, with the consumer's agreement, before the end of that period.

No unfair term within the meaning of Law 31-08 may be relied on against the consumer; a term found to be unfair is deemed not written, without affecting the validity of the other provisions.

Personal data collected in connection with a quotation, an intervention or invoicing is processed in accordance with Law 09-08 on the protection of individuals with regard to the processing of personal data and its implementing texts.

The purposes, retention periods, recipients and arrangements for exercising the rights of access, rectification and objection are detailed in the privacy policy.

These terms and conditions are governed by Moroccan law.

In the event of a dispute, the parties undertake to seek an amicable solution before any legal action. A written complaint is sent to the Provider, who responds in writing.

Failing an amicable agreement, the dispute is brought before the competent courts of Marrakech, subject to the mandatory jurisdiction rules applicable to consumers.

The Provider reserves the right to amend these terms and conditions. The version applicable to a given service is the one in force on the date the corresponding quotation is accepted, appended to it.