Terms & Conditions

Version: 15 May 2026

Article 1 — Identification of the service provider

These terms and conditions apply to all services provided by:

Muema Paradijsweg 8, 2500 Lier, Belgium VAT: BE 1041.599.757 E-mail: info@muema.com

Hereinafter referred to as "the Service Provider" or "Muema".

Article 2 — Scope of application

2.1. These terms and conditions apply to every quote, agreement and invoice between the Service Provider and its client (hereinafter "the Client"), to the exclusion of the Client's own terms, unless expressly agreed otherwise in writing.

2.2. These terms apply exclusively in a business-to-business (B2B) context. The Service Provider addresses businesses, contractors, project developers and other professional clients, and not consumers within the meaning of Book VI of the Belgian Code of Economic Law.

2.3. By accepting a quote, signing an agreement, or having works carried out by the Service Provider, the Client acknowledges having read and fully accepted these terms and conditions.

2.4. Should one or more provisions of these terms be wholly or partially void or unenforceable, the remaining provisions shall remain fully in force. The parties shall replace the void provision with a valid provision that most closely approximates its economic purpose.

Article 3 — Definitions

• "Works": all cleaning, clearing, window-cleaning and related services as described in the quote.
• "Site": the location where the Works are carried out, as designated by the Client.
• "Completion date": the date agreed between the parties by which the Works must be completed.
• "Quote": the proposal drawn up by the Service Provider, specifying scope and price.

Article 4 — Quotes and formation of the agreement

4.1. All quotes issued by the Service Provider are non-binding and valid for 30 calendar days from the date of issue, unless otherwise stated on the quote.

4.2. Quotes are prepared on the basis of the data (surface area, scope, plans, photos, schedule, completion date) provided by the Client. The Service Provider cannot be held liable for inaccuracies in the quote resulting from incomplete or incorrect information supplied by the Client.

4.3. The agreement is formed at the moment the Client accepts the quote in writing (by e-mail, signed document or digital confirmation), or upon the actual commencement of the Works following an order.

4.4. Changes to the scope after acceptance of the quote, or additional services requested by the Client or resulting from unforeseen circumstances on site, are invoiced separately on a time-and-materials basis or as additional work at the hourly rates then in effect, or according to a supplementary quote.

Article 5 — Execution of the Works

5.1. The Service Provider carries out the Works with due care, craftsmanship and in accordance with the quality standards applicable in the sector.

5.2. The Service Provider undertakes a best-efforts obligation, not an obligation of result, unless expressly agreed otherwise in writing.

5.3. The stated Completion date is based on the schedule communicated by the Client. Delays in other construction works, changes to the schedule, or the site being inaccessible may lead to rescheduling. The Service Provider will make reasonable efforts to remain flexible where timely communication is provided, but can under no circumstances be held liable for delays caused by external parties or by the Client itself.

5.4. The Service Provider may engage temporary staff, permanent employees and subcontractors to carry out the Works, while retaining ultimate responsibility for the quality delivered.

Article 6 — Obligations and cooperation of the Client

6.1. The Client shall ensure:

• free, safe and timely access to the site at the agreed dates and times;
• the presence of water, electricity and lighting in working order;
• correct communication of the schedule and any changes to it;
• the presence of a site contact person or their availability by phone;
• compliance with the applicable safety regulations on site (helmet, footwear, fall protection where necessary);
• the removal or protection of valuable, fragile or sensitive items prior to the start of the Works.

6.2. If the site is not accessible on the agreed date, is not in a condition allowing the Works to be carried out, or if the Client fails to fulfil its obligations, the Service Provider may:

• charge the Client for waiting time and travel costs;
• reschedule the Works to a later date;
• terminate the agreement in whole or in part at the Client's expense.

6.3. The Client remains responsible for the legal obligations incumbent upon it as principal or main contractor, including site attendance registration (Checkin@Work), Limosa declarations for foreign workers, health and safety coordination, and any applicable withholding obligation under Article 30bis. The Service Provider will properly cooperate within its own legal obligations.

Article 7 — Prices

7.1. All prices are exclusive of VAT (21% standard rate, or 6% where the reduced rate applies to the renovation of homes older than 10 years, provided the legal conditions are met and the Client supplies the necessary certificates).

7.2. Prices include the services described in the quote. Not included, among other things, are:

• consumption of water and electricity on site;
• removal of rubble or construction waste (unless explicitly stated);
• specific products or materials requested by the Client;
• additional services due to an unforeseen level of contamination, waiting times, or work performed outside normal working hours.

7.3. The Service Provider reserves the right to adjust the price if a substantial change occurs between the quote and execution in wages, social charges, fuel, or material costs, or if the scope of work actually changes.

Article 8 — Invoicing and payment

8.1. Unless otherwise agreed, the Service Provider invoices as follows:

• for one-off assignments: after completion of the Works;
• for large projects (> €5,000 excl. VAT): a 30% advance payment upon order, the balance after delivery;
• for structural collaborations: monthly, based on services rendered.

8.2. Payment term: invoices are payable within 30 calendar days of the invoice date, unless otherwise agreed in writing, and in any event within the maximum periods provided for by the Belgian Act of 2 August 2002 on combating late payment in commercial transactions.

8.3. Late payment: in the event of non-payment by the due date, the following shall automatically become due by operation of law and without prior notice of default:

• interest for late payment at the statutory interest rate for commercial transactions as determined by the aforementioned act (reference rate + 8 percentage points);
• a fixed compensation of 10% of the outstanding invoice amount, with a minimum of €150;
• a fixed collection fee of €40 in accordance with Article 6 of the aforementioned act;
• all judicial and extrajudicial collection costs.

8.4. Any dispute regarding an invoice must be raised in writing, with reasons, and by registered mail within 8 calendar days of receipt, failing which the invoice shall be deemed accepted.

8.5. In the event of non-payment of one invoice by its due date, all other outstanding invoices, including those not yet due, shall become immediately payable by operation of law.

8.6. In the event of late payment, the Service Provider reserves the right to suspend further services or terminate the agreement, without prior notice of default and without owing the Client any compensation.

Article 9 — Delivery, acceptance and complaints

9.1. The Works shall be deemed tacitly accepted if the Client has not raised any written and reasoned comments within 5 working days of completion.

9.2. Any comments must be submitted in a detailed, written and demonstrable manner (by e-mail to info@muema.com, with photos and location where possible). Vague or general complaints will not be accepted.

9.3. The Service Provider will remedy justified complaints as quickly as possible through targeted corrective action. Replacement by third parties or withholding of payment by the Client, without the prior written consent of the Service Provider, does not give rise to any right to cost compensation.

9.4. Upon final delivery by the Client (handover of keys to the end client or actual occupation of the property), any complaint shall be deemed inadmissible, except for hidden defects that could not reasonably have been detected beforehand.

Article 10 — Liability

10.1. The Service Provider is only liable for proven damage directly resulting from a proven failure in its performance.

10.2. The Service Provider's liability is limited to:

• in the case of material damage: the amount actually paid out by its civil liability insurer;
• in the case of defective performance: the amount invoiced for the services relating to the assignment concerned, with an absolute maximum equal to the value of the agreement.

10.3. The Service Provider is under no circumstances liable for:

• indirect or consequential damage (such as loss of profit, delay in sale or lease, reputational damage, contractual penalties owed to third parties);
• damage caused by insufficiently protected, fragile or valuable material that the Client failed to remove or protect;
• damage to already damaged or soiled elements whose condition cannot be restored by normal cleaning;
• damage arising from the use of products or methods prescribed by the Client that deviate from the Service Provider's recommendations;
• damage resulting from defects in the construction itself (poorly installed sanitary fixtures, unfinished joints, unstable tiles, etc.).

10.4. The Client must report any claim immediately and no later than 48 hours after occurrence, in writing, with photos and location. Failure to do so forfeits any right to compensation.

10.5. The Service Provider holds a general civil liability insurance and can, upon simple request, provide a certificate from its insurer.

Article 11 — Force majeure

11.1. Neither party shall be liable for the non-performance, late performance or improper performance of its obligations where this results from force majeure, including, without limitation: fire, flooding, extreme weather conditions, strikes, war, pandemics, imposed government measures, energy shortages, illness of key personnel, bankruptcy of subcontractors, or the site becoming inaccessible due to external causes.

11.2. In the event of force majeure, the Service Provider shall inform the Client as soon as possible and agree on a new schedule. If the force majeure situation persists for more than 60 calendar days, either party has the right to terminate the agreement, without any compensation being due. Services already performed remain payable.

Article 12 — Subcontracting and personnel

12.1. The Service Provider may engage temporary staff or approved subcontractors to carry out the Works. It shall remain the sole point of contact for the Client.

12.2. Non-solicitation: the Client undertakes, for the duration of the collaboration and for 12 months thereafter, not to directly or indirectly recruit, approach for employment, or engage on its own behalf, any employees (permanent or temporary) of the Service Provider, without prior written consent. In the event of a breach, a fixed compensation equal to six months' gross salary of the employee concerned shall be due, without prejudice to the right to compensation for actual damage.

Article 13 — Confidentiality and data protection

13.1. The parties undertake mutual confidentiality regarding all commercial, technical and operational information exchanged in the context of their collaboration.

13.2. Personal data is processed in accordance with the Muema Privacy Policy, available at /en/privacy.

13.3. The Client grants the Service Provider permission to use non-confidential images of the delivered result for reference purposes (website, social media, portfolio), unless the Client objects in writing before the start of the Works. Identifiable persons or confidential information will always be made unrecognisable.

Article 14 — Termination

14.1. In the event of a serious failure by either party, such as non-payment, non-performance of essential obligations, or bankruptcy, the other party may terminate the agreement by operation of law and without judicial intervention, following a notice of default that has remained without effect for 15 calendar days.

14.2. In that case, all services already rendered remain payable, and a fixed compensation of 30% of the value of the remaining part of the agreement shall be due, without prejudice to the right to compensation for higher actual damage.

Article 15 — Applicable law and competent court

15.1. All agreements between the Service Provider and the Client are exclusively governed by Belgian law.

15.2. For all disputes arising from or in connection with this agreement, exclusive jurisdiction lies with the courts of the judicial district of Antwerp, Mechelen division, without prejudice to the Service Provider's right to bring the matter before the court of the Client's domicile.

15.3. The parties undertake to attempt to resolve any dispute amicably before initiating legal proceedings.

Article 16 — Amendments

The Service Provider reserves the right to amend these terms and conditions. The version applicable to the agreement is always the one in force at the time the quote is accepted. The most up-to-date version can always be consulted at /en/terms.

Muema · Paradijsweg 8, 2500 Lier · BE 1041.599.757 · info@muema.com