Terms and conditions & cancellation policy

Please note: this is a translation for your convenience. Only the German version is legally binding.

General terms and conditions of AXA Umzüge e. K. for clearances, household and flat clearances under the "AXA Entrümpelung" brand. As of: November 2026

§ 1 Scope

These terms apply to all orders for clearances, removals of contents, household dissolutions, bulky waste collections and related services (e.g. dismantling, final cleaning, no-parking zone) between AXA Umzüge e. K. ("we") and our customers ("client"). Deviating terms of the client only apply if we agree to them in writing.

§ 2 Quote and conclusion of contract

Enquiries via the website, by phone or WhatsApp are non-binding. After a viewing or photos we prepare a written quote (by e-mail, WhatsApp or on paper) with a fixed price and a described scope of services. The contract is concluded when the client accepts the quote (e.g. by e-mail, WhatsApp, signature or orally with subsequent confirmation).

§ 3 Scope of services and fixed price

The fixed price covers the services described in the quote, usually working time, dismantling, removal and disposal, and handing over the cleared areas swept clean. Final cleaning, a no-parking zone or other additional services are only included if they are in the quote. If it turns out on site that the scope differs significantly from the information, photos or viewing (e.g. additional rooms or undeclared hazardous waste), we discuss this with the client before starting the extra work; without their consent we do not carry out any chargeable additional work.

§ 4 Client's cooperation

1. The client warrants that they are entitled to dispose of the items to be cleared (e.g. as owner, heir, authorised representative or guardian) and gives us access to the rooms.
2. The client marks or removes items that are not to be disposed of before work begins. Valuables, documents and photos we find while clearing are set aside and handed over to the client.
3. Hazardous waste (e.g. paints, oils, chemicals, gas bottles, asbestos) must be declared in advance.

§ 5 Recycling and disposal

By handing over for clearance, the client leaves the unmarked items to us for proper disposal, recycling or passing on to charities, with the exception of the valuables, documents and photos named in § 4(2), which we hand over to the client. The value of items is only credited against the price if this has been agreed in the quote.

§ 6 Dates, express orders

Dates are binding once we have confirmed them. For express orders ("today"), the date only applies once we have expressly confirmed it. If the client is a consumer and the service is to begin before the cancellation period has expired, we only begin once they have expressly requested this and confirmed it on a durable medium (e.g. e-mail or WhatsApp) (see § 10). In the event of delays due to force majeure, severe weather, official orders or lack of access, we inform the client without delay and agree a new date.

§ 7 Prices and payment

All prices are final prices including statutory VAT. The invoice is due without deduction within 7 days after completion of the work; payment in cash or by bank transfer. Where costs are covered by the Jobcenter or social welfare office, we invoice the approved amount directly to the office; services beyond the approval are only carried out by arrangement.

§ 8 Cancellation by the client

The client may cancel free of charge up to 2 working days before the date. In the case of later cancellation, we may charge the costs already incurred (e.g. no-parking zone, scheduled vehicles); the client remains entitled to prove that lower costs were incurred. The statutory right of withdrawal for consumers (§ 10) remains unaffected.

§ 9 Liability

We are liable in accordance with the statutory provisions for intent and gross negligence and for damage resulting from injury to life, body or health. In the case of slight negligence we are only liable for breach of essential contractual obligations, limited to the foreseeable, typical damage. We hold business liability insurance with KRAVAG-LOGISTIC Versicherungs-AG, Heidenkampsweg 102, 20097 Hamburg. Damage should be reported if possible at acceptance, and within 7 days at the latest; statutory claims of consumers remain unaffected.

§ 10 Right of withdrawal for consumers

For contracts concluded outside our business premises or exclusively by means of distance communication (phone, e-mail, WhatsApp, website), consumers have a right of withdrawal in accordance with the following information.

Note on the early expiry of the right of withdrawal

For a contract for the provision of services, the right of withdrawal expires once we have fully performed the service and you expressly agreed and confirmed before performance began that you will lose your right of withdrawal once the contract has been fully performed. For express orders within the withdrawal period we therefore ask for the following confirmation by e-mail or WhatsApp:

"I expressly request that you begin the service before the withdrawal period expires. I am aware that my right of withdrawal expires once the contract has been fully performed."

§ 11 Dispute resolution

We are neither willing nor obliged to take part in dispute resolution proceedings before a consumer arbitration board.

§ 12 Final provisions

The law of the Federal Republic of Germany applies. For consumers, this choice of law only applies insofar as it does not deprive them of the protection of mandatory consumer protection provisions of the state of their habitual residence. If the client is a merchant, the place of jurisdiction is Berlin. Should a provision be invalid, the remainder of the contract remains valid.