Terms of service
This is the agreement between you and Hilfr when you book cleaning on hilfr.dk. We have written it to be read — not only accepted. If anything is unclear, call or write; we answer in plain language.
Last updated:
Contents
- Who we are
- What you are buying — and who you are buying it from
- Your account
- How the agreement is made
- The price
- Payment
- Recurring agreements
- Changes and cancellation
- Right of withdrawal
- Access to the home and conditions during the cleaning
- If the cleaning is not up to standard
- Damage, theft and insurance
- Liability
- Reviews
- Good conduct — and when we close an account
- Servicefradrag tax deduction
- Your personal data
- Changes to these terms
- Complaints and disputes
- Entry into force
- Contact
In short
The six things people most often come here for. The rest of the page is the full agreement — the short version does not replace the long one.
- You buy from Hilfr
- The cleaning agreement is with Hilfr.dk ApS. We carry it out with our own employees, who are covered by our collective agreement with 3F.
- Cancelling is free
- You can cancel a cleaning at any time, including on the day itself, at no charge. There is no commitment, no subscription and no notice period.
- The price is the one you saw
- The full price is shown before you confirm, and it does not change afterwards. A later price change never affects a booking that has already been made.
- The money is taken afterwards
- The amount is reserved on your card around two days before the cleaning and is only charged once it has been carried out.
- Damage is covered
- If something breaks during the cleaning, our insurance with IF covers it. We pay the 5,000 DKK excess — it costs you nothing.
- We put things right
- If the cleaning was not what it should have been, tell us within a reasonable time. We will find a solution — a new cleaning, an adjustment to the price, or a different cleaner.
Who we are
Hilfr.dk is operated by Hilfr.dk ApS. Where these terms say “we”, “us” or “Hilfr”, this is the company:
- Company
- Hilfr.dk ApS
- CVR no.
- 45805360
- Address
- Brødeskovvej 36, 3400 Hillerød
- support@hilfr.dk
- Phone
- +45 92 45 32 29
These terms apply to you as a private customer booking cleaning on hilfr.dk. If you are a business, an association or otherwise acting in a commercial capacity, we agree terms separately — write to us.
What you are buying — and who you are buying it from
You buy cleaning from Hilfr.dk ApS. The agreement is between you and us. The cleaning is carried out by an employee of ours, employed under the collective agreement we have entered into with 3F Privat Service, Hotel og Restauration.
That has three consequences worth knowing, because they differ from most other platforms:
- The cleaner is not your contracting party and has no personal liability towards you. If you have a claim, you bring it against us.
- You are not an employer. You do not withhold tax, take out insurance or pay wages — we do.
- We carry the employer’s responsibility for the cleaner’s work in your home, under the general rules of Danish law.
You choose which cleaner you book, and you can ask for the same person again. We cannot guarantee that a particular cleaner is always available — in case of illness, holiday or resignation we help you find someone else.
Your account
You need an account in order to book. You must be able to enter into a binding agreement, and the information you give us — name, address, phone number and email — must be correct and kept up to date. The address is also where the cleaner turns up, so getting it wrong is more than a formality.
Your account is personal. You may not let others use it, and you are responsible for what happens from it. If you suspect that someone else has access, change your password and tell us.
You can have your account deleted at any time by writing to support@hilfr.dk from the address the account was created with. If you have upcoming bookings, we cancel them at the same time, and that costs nothing. Accounting and invoice material must by law be kept for five years; everything else is removed.
How the agreement is made
You choose a cleaner, a date, a start time and a number of hours, and send the booking. The agreement is made when the cleaner has accepted it and you have received a confirmation by email. Until then it is a request — not an agreement.
If the request goes unanswered, it lapses by itself, at the latest 13 hours before the requested start time, and you are notified. Nothing is charged for a request that lapses.
When bookings can be placed
For the sake of planning and of our employees’ working hours, four rules apply:
- Start and end times fall on quarter hours.
- A cleaning lasts at least 1½ hours.
- There must be at least 14 hours between sending the booking and the cleaning starting.
- The cleaning takes place between 06:00 and 22:00.
In addition, you can only book in the postcodes where we have employees. You can look up your postcode on the front page.
The price
The price consists of the cleaner’s hourly wage plus the additions that come with being employed. The cleaner sets their own hourly wage on their profile. The collective agreement with 3F puts a floor under what they may agree to — for agreements entered into after 15 March 2026 that floor is 180.00 DKK per hour. It is a wage agreement between us and our employees, not a minimum price we require of you.
What is added on top of the hourly wage
- Pension
- 12.15% of the wage
- Holiday pay
- 12.5% of the wage
- Sickness and parental-leave contribution
- 5 DKK per hour
- Platform fee
- 35% of the employment costs — covers operations, customer service, insurance and payment fees
- VAT
- 25%
All prices on hilfr.dk are shown including VAT and all fees. The total price for your particular booking is shown before you confirm, and the same breakdown reappears on your invoice. There is no start-up fee, no travel surcharge and no evening or weekend supplement.
When the price changes
The cleaner can change their hourly wage, and we can change the platform fee. Neither affects a booking that has already been made: you pay the price you saw when you booked. For a recurring agreement, the new price applies to the visits created after the change, and the price is shown on each individual booking before it goes ahead.
If we change the platform fee, we give three months’ notice. That follows from our collective agreement with 3F, and it applies towards you as well.
If the number of hours changes
If the two of you agree on the day that more or less time is needed than booked, tell us — write to support@hilfr.dk or call. We adjust the hours on the booking, the price is recalculated, and you pay for the time actually spent. The cleaner cannot change the price or charge you directly.
Payment
You pay by payment card — Dankort, Visa or Mastercard. The card is stored with our payment provider Stripe when you book, and is used automatically for your future cleanings. We can see the last four digits of the card and its expiry date, and nothing else. We do not support MobilePay, invoicing or cash payment; payment has to be electronic for you to be able to use the servicefradrag tax deduction.
When the money moves
- At booking, your card is stored. Nothing is charged.
- Around two days before the cleaning, the amount is reserved on the card. A reservation is not a charge — the money is still yours.
- Around two days after the cleaning has been carried out, the amount is charged, and your invoice becomes available under “Invoices” on your profile.
If the payment does not go through
If the amount cannot be reserved — typically because the card has expired, been blocked or lacks funds — you are notified, and we retry automatically a few times over the following day. In most cases you can also pay for the booking manually from your profile; a manual payment has to be confirmed within 12 hours, otherwise it lapses.
If payment is not in place 12 hours before the cleaning was due to start, the booking is cancelled automatically, and both you and the cleaner are notified. That is not a final decision: once you have updated your card, we are happy to make the booking again at the same time if the cleaner is still available. Call us if time is short.
Recurring agreements
A recurring agreement is a series of individual bookings created on a rolling basis — not a subscription. There is no commitment, no minimum period and no notice period, and you only pay for the cleanings that are actually carried out.
You can cancel a single visit, during a holiday for instance, and let the rest continue. You can move the whole series to a different weekday, a different time or a different number of hours by proposing the change on one of the bookings and choosing “This and all future ones”; the cleaner accepts once. And you can stop the whole agreement with “Cancel all future bookings”. All of it free of charge.
The rhythm itself — from every week to every other week, for example — is not yet something you can change on your own. Write to support@hilfr.dk and we will do it.
Changes and cancellation
When you cancel
You can cancel a cleaning at any time from your profile, right up until it starts. It costs nothing — not on the day itself either, and not on a recurring agreement. If the amount has already been reserved on your card, the reservation is released; if it has been charged, we send the money back to the card.
Do say as early as you can, and write to the cleaner in messages. They have kept the time free, and under our collective agreement they are entitled to half pay when a cleaning is cancelled less than 36 hours before it starts. We pay that bill, not you — but a couple of hours’ notice can mean the time is spent on another job instead.
When you want to move the time
You can propose a new time directly from the booking. The cleaner accepts or declines, and until the proposal is accepted, the original time applies. If the proposal goes unanswered, it lapses and the cleaning goes ahead as originally agreed.
When we cancel
If the cleaner cancels — because of illness, for instance — you are notified immediately, and you pay nothing. If the amount has been reserved, it is released. We help find someone else for that single visit, or agree a new time with you.
If the cleaner does not turn up without having cancelled, call us on +45 92 45 32 29 straight away. You are not charged for a cleaning that was not carried out, and we follow the matter up.
Right of withdrawal
Because you are booking online, you have a 14-day right of withdrawal under the Danish Consumer Contracts Act (forbrugeraftaleloven). The period runs from the day the agreement was made.
Most cleanings fall sooner than 14 days away. When you book a cleaning to be carried out before the period expires, you are at the same time asking us to begin before then. That means the right of withdrawal lapses once the cleaning has been fully performed. If you withdraw after we have begun but before the cleaning is finished, you pay for the part that was carried out.
In practice you rarely need the right of withdrawal for anything: you can cancel free of charge right up until the cleaning starts, and then there is nothing to pay.
How to withdraw
Write to support@hilfr.dk or call +45 92 45 32 29 before the deadline. It is enough that you state unequivocally that you are withdrawing — you may use the standard withdrawal form from the Danish Competition and Consumer Authority, but you do not have to. We return the money to the card you paid with, without undue delay and no later than 14 days after we hear from you.
Access to the home and conditions during the cleaning
You must make sure the cleaner can get in at the agreed time. You do not have to be home. You agree access with the cleaner yourself — you let them in, you hand over a key, or you use a key box.
If you have handed over a key and it goes missing, we pay for a new key. We do not as a rule cover changing the lock. If you judge that a lock change is necessary, contact us before ordering it, so we can consider the matter together.
You provide cleaning products and equipment in the home unless otherwise agreed. If something must not be used on a particular floor or surface, say so — the cleaner has no way of knowing.
Working environment
The cleaner works in your home, and the Danish Working Environment Act (arbejdsmiljøloven) applies there too. We ask you for a workplace that is safe to be in. The cleaner may decline or break off a job if conditions are unsafe — for example working at height without a secure footing, harmful chemicals, mould, aggressive behaviour, or a home where people smoke while they work. If that happens, we contact you, and we do not charge you for a cleaning broken off for that reason.
If you have pets, write it in the booking. Most of our employees are happy to work in homes with animals, but not all, and allergies and fear of animals are real.
If the cleaning is not up to standard
If the cleaning was not carried out as agreed, you have the rights Danish consumer law gives you. Tell us within a reasonable time after you notice — the sooner, the easier it is to establish what happened.
Talk to the cleaner in messages first; by far the most of it is differing expectations about what could be done in the time. If the two of you do not get there, contact us at support@hilfr.dk or +45 92 45 32 29. We hear both parties and find a solution: a new cleaning, an adjustment to the price, or a different cleaner next time.
Photos help us understand the matter, but they are not a condition for making a complaint.
Damage, theft and insurance
Every cleaning through Hilfr is covered by our insurance with IF. It covers public liability if something breaks in your home during the work, and occupational injury if the cleaner is hurt. The insurance is part of the platform fee — there is nothing for you to take out or buy in addition.
- Insurer
- IF Skadeforsikring
- Covers
- Public liability and occupational injury
- Excess
- 5,000 DKK — paid by Hilfr, not by you
How to report damage
- Photograph the damage straight away.
- Tell the cleaner while you both remember what happened.
- Contact us at support@hilfr.dk or +45 92 45 32 29 the same day or at the latest the following working day, and describe what happened, when, and what was damaged.
We report the matter to IF and keep you informed. Do not agree compensation directly with the cleaner — partly so that you get the right cover, and partly because the cleaner should not be left with the bill personally.
If something has gone missing
If you suspect that something has gone missing, call us on +45 92 45 32 29 straight away. We take that kind of thing seriously and look into it — it is in the cleaner’s interest too that the matter is cleared up. All our employees are ID-verified and employed by us, so we know who has been in your home and when. If there are grounds for it, we help you take it further, including with a police report.
Liability
We are liable under the general rules of Danish law, including for our employees’ work in your home. There is no monetary cap on our liability towards you, and nothing in these terms limits the rights you have as a consumer under mandatory Danish law.
We are not liable for indirect losses and consequential damage — loss of earnings or loss of data, for example — nor for circumstances outside our control, such as strikes, natural events or outages at suppliers that we could not reasonably have avoided. We aim to keep hilfr.dk available around the clock, but we do not guarantee it; disruptions and updates happen.
Reviews
After a completed cleaning you are invited to review the cleaner. You have seven days, and the review is published on their profile immediately. Only customers write reviews at Hilfr — the cleaners do not review you.
Write about the cleaning itself. We remove reviews that are unlawful, harassing, discriminatory or untrue, and under our collective agreement with 3F the cleaner can require derogatory, incorrect or offensive statements to be removed from their profile. A critical but fair review stays — including when it is uncomfortable for us.
Good conduct — and when we close an account
Our employees are to be treated decently. We do not accept discrimination, harassment, threats, sexual advances or demands for work beyond what was agreed.
We may close or restrict an account if it is used contrary to these terms or to the law, if incorrect information is given, or if an employee is subjected to any of the above. We notify you and give a reason, unless we are prevented from doing so. If you have upcoming bookings, they are cancelled, and any reserved amounts are released.
Servicefradrag tax deduction
Cleaning in private homes is as a rule covered by the Danish servicefradrag tax deduction. Only the wage share qualifies, and payment has to be electronic — both are automatically in place when you book through Hilfr. The wage share is stated on every invoice under “Invoices” on your profile.
You report the amount yourself in TastSelv at skat.dk. We do not report on your behalf. Whether you can use the deduction, and how much, depends on your own circumstances and on the rules in force in the year concerned; we state the figure, but we cannot guarantee your deduction. Keep your invoices — they are your documentation.
Your personal data
We process your personal data in order to carry out your bookings, send you invoices and contact you about your cleanings. Which data we process, why, who we share it with, how long we keep it, and what rights you have is set out in our privacy policy.
So that the cleaning can be carried out, the cleaner sees your name, your address, your phone number and what you have said about the job. Your card details are held by Stripe and never by us.
Changes to these terms
We may change these terms, for instance when the law, the collective agreement or the platform changes. We give notice of material changes by email at least 30 days before they take effect.
A cleaning you have already booked goes ahead on the terms and at the price that applied when you booked. If you do not want to accept a change, you can stop using Hilfr and have your account deleted; that costs nothing, and any upcoming bookings are cancelled free of charge.
The version in force at any given time is shown on this page with a date and a version number.
Complaints and disputes
If you are dissatisfied, contact us first at support@hilfr.dk or +45 92 45 32 29. We typically reply within a few hours on working days, and most matters are settled straight away.
If we do not get any further, you can complain to Forbrugerklagenævnet, the Danish Consumer Complaints Board, through Nævnenes Hus, Toldboden 2, 8800 Viborg. You file the complaint at naevneneshus.dk, where you can also see the applicable monetary thresholds and the complaint fee.
The agreement and these terms are governed by Danish law, and disputes are settled by the Danish courts.
Entry into force
These terms apply to agreements entered into on hilfr.dk from and including the date shown at the top of the page. They replace earlier versions.
If you are a customer on Hilfr’s previous platform, the terms published there apply until your agreement is moved over here.
Contact
You always get an answer from a human being. If it is urgent — the cleaner has not turned up, the payment is playing up on the day itself, or there has been an accident — call; it is faster than writing.
- support@hilfr.dk
- Phone
- +45 92 45 32 29
- Post
- Hilfr.dk ApS, Brødeskovvej 36, 3400 Hillerød
