Cancellation at a glance
We plan our cleaners' schedules in advance and reserve working time for every booking.
- You can cancel a booked cleaning free of charge until 18:00 two calendar days before the scheduled service date. This is a calendar-day rule, not a rolling 48-hour calculation: a Monday cleaning is free to cancel until Saturday 18:00, a Tuesday cleaning until Sunday 18:00, and a Friday cleaning until Wednesday 18:00.
- If you cancel after that deadline, we charge 50% of the booked service cost because it may no longer be possible to replace the reserved work.
- Please make sure our cleaner can access the property at the scheduled time. If the cleaning has not been cancelled, our cleaner arrives at the property for the booking but cannot enter because the agreed key, code or other access has not been provided, we will try to contact you. If we cannot reach you or obtain access within a reasonable time, normally up to approximately 30 minutes, the cleaning cannot be performed and 100% of the booked service cost will be charged.
- If the service cannot be performed because of an error or circumstance attributable to OIC, you will not be charged for that service.
About Clean&Win
Clean&Win is a web app and Progressive Web App developed and operated by OIC Facility Services AB for private customers. It helps you book and manage OIC cleaning services, recurring services, referrals and Rewards in one digital experience.
Clean&Win is not a separate legal company or service provider. When you book through Clean&Win, you are booking a service supplied by OIC Facility Services AB.
Booking, prices, RUT and payment
To book, choose a service shown as available in Clean&Win, provide the requested property and service information, choose an available time, review the booking and confirm it through Clean&Win. Please keep your booking, address, access and contact information accurate. OIC may contact you where clarification is needed.
Applicable prices are shown through Clean&Win before you confirm. VAT, travel, materials or extras may apply depending on the service; where they do, they are shown as part of the booking information. For eligible services, the public price may be shown after RUT. RUT eligibility depends on the customer and the applicable Swedish rules. You must provide accurate information needed for the RUT process. If RUT is later denied or reduced, you may need to pay the corresponding amount where applicable.
Available payment methods are shown securely through Clean&Win when payment is required.
Access, pets and information
Please make sure the cleaner can enter at the agreed time and has the information needed to perform the service. Access may be through an agreed key, smart lock or other method. Tell us about pets, access arrangements and anything important about the property during booking or as soon as possible afterwards.
Clear information helps OIC prepare the visit properly. Having a pet does not by itself prevent a booking.
If OIC needs to cancel or reschedule
If OIC needs to cancel or reschedule a service, we will contact you as soon as reasonably possible and explain the reason where appropriate. We will try to agree a new time with you where possible.
You do not pay an OIC cancellation fee when OIC cancels or reschedules the service.
Recurring cleaning
You can end a recurring cleaning arrangement without a separate termination fee. Ending the arrangement is different from cancelling an already scheduled cleaning: each scheduled visit follows the cancellation deadline shown above. Before the deadline, you may also reschedule free where another available slot exists. After the deadline, you may request a reschedule, but it is subject to OIC approval because staff capacity may already be committed.
Membership level can be linked to recurring-cleaning frequency and may affect certain Rewards benefits. Current requirements are shown on the Rewards page.
Service quality and complaints
If something is not right, please contact OIC promptly so we have a fair opportunity to review the service and, where appropriate, correct the issue. A complaint about service quality is different from cancelling or withdrawing from a booking.
You do not need to provide a photo simply to make a complaint. Extra information can help us understand a specific problem, but we will not require it for every concern.
Rewards, membership, referrals and transfers
Reward Points (RP) are Clean&Win loyalty points. They are not cash and cannot ordinarily be exchanged for cash. The current programme rules, available rewards and RP costs are shown in the Rewards area.
Bronze, Silver and Gold membership are linked to one, two and four qualifying cleanings per month respectively. Membership can affect RP earning, RP costs and referral benefits.
Eligible Reviews may earn RP when they are genuine reviews of a Clean&Win cleaning received by the customer. Positive, neutral and negative reviews can all qualify; RP is not a reward for a positive rating.
Qualifying referrals may earn RP, and RP transfers are subject to the current programme rules.
Read the current Rewards programme.Rewards Catalogue and Service Discounts
The Rewards Catalogue may include Cleaning, For Home, Appliances, Outdoors and Premium rewards. Catalogue content can change over time. Availability, RP cost and any reward-specific conditions are shown with the reward. Limited rewards can become unavailable.
Eligible Service Discount Rewards can be combined to cover up to 100% of an eligible OIC service invoice when you have enough RP and the applicable redemption rules are met. RP cannot create a negative invoice, cash payout or change.
The current RP cost and terms shown in the Rewards Catalogue apply. Campaigns may have separate conditions, and some catalogue rewards have tier-based RP costs. Premium and other limited rewards may have their own availability and redemption conditions.
Open the Rewards Catalogue.Your account and acceptable use
Keep your account details accurate and do not share access to your account. Do not use Clean&Win to submit false information, interfere with the service, misuse Rewards or make bookings for services you are not entitled to request.
OIC may restrict account access where reasonably necessary because of fraud, abuse, a security risk, manipulation of Rewards or a serious breach of these terms. Any action will be reasonable and based on the circumstances.
Privacy
We process personal information as described in the Clean&Win Privacy Policy.
Read the Privacy Notice.Consumer rights and withdrawal
Your statutory consumer rights apply independently of OIC's cancellation policy. Where a statutory right of withdrawal applies to an online service agreement, it normally gives you 14 days. For recurring cleaning, that period relates to the recurring agreement and does not restart with every cleaning.
If you ask OIC to begin providing services during a statutory withdrawal period, applicable Swedish rules about early performance and payment for work already supplied may apply. Mandatory consumer rights always take priority over these terms.
Changes to these terms
We may update these terms when the service, Rewards programme or applicable law changes. The current version will be available in Clean&Win. A change does not remove rights you already have under mandatory law.
Contact and disputes
Please contact OIC so we can try to resolve the matter directly. Where applicable, you may also contact the Swedish National Board for Consumer Disputes (ARN). This does not limit your right to take a matter to court.