1. SCOPE

These general terms and conditions of sale (hereinafter referred to as "Terms and Conditions" or "T&C") are binding and apply to all services and/or orders of goods made through the online store of Norge Textile Care Sàrl, Brühlstrasse 43, CH-2503 Biel/Bienne. The transaction between Norge Textile Care Sàrl (hereinafter referred to as "Norge") and its customers (hereinafter referred to as "Customers") is subject exclusively to these T&C.

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By placing an order, the Customer accepts the current version of these T&C. Divergent conditions are only valid if expressly agreed in writing between Norge and its Customers. Norge reserves the right to modify the T&C at any time. The T&C come into effect on the date of their publication. The version of the T&C in force at the time of the order is decisive. If a provision of the T&C is found to be wholly or partially invalid, Norge will replace this provision with a new agreement that comes as close as possible to its legal and economic objective.

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Norge is an offer intended for customers residing in Switzerland. Orders with pick-up or delivery outside of Switzerland cannot be accepted.

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2. CONTRACT CONCLUSION

The services and prices are considered a non-binding offer. By accepting these T&C and placing an order (hereinafter "the Order") by clicking on the "Order and Pay" button, the Customer makes a binding offer to conclude a contract. Upon receipt of the order, the Customer receives an automatic confirmation of the order's receipt. This receipt confirmation does not guarantee that the service will be available on the chosen date and time. The Customer also makes a binding offer to conclude a contract when submitting items for cleaning in our stores or when depositing them in our collection and storage points. The contract is concluded when Norge confirms the Customer's order by email, sends an invitation for collection, or collects the goods from the Customer or from one of our stores.

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During the ordering process, the Customer agrees that Norge may communicate exclusively with them electronically, including issuing electronic invoices and managing exclusively electronic customer files. Norge is authorized to refuse orders without providing reasons.

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3. PRICES

All prices and rates are in Swiss Francs (CHF) and include the value-added tax prescribed by law, unless explicitly stated otherwise and recorded.

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4. PAYMENT

The Customer is required to pay for the products and services purchased through the Norge online store or in-store. Payments are only accepted in Swiss Francs (CHF). The agreed price for products, services, shipping, and any other possible additional charges are payable immediately. For in-store purchases, payment is made upon order submission; for online purchases using a credit card, the amount is due upon delivery, and for invoice purchases, the payment deadline is 30 days.

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PAYMENT METHODS

The Customer has the following payment methods available:

• Credit card (VISA, Mastercard, AMEX)

• Invoicing for business customers

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Cash payments are only accepted in stores. Norge reserves the right to restrict the available payment methods for each order or to require Customers to use other payment methods. Additionally, Norge may obtain information on the solvency of Customers and transmit customer data to third parties for this purpose. Under no circumstances does Norge cover transaction fees.

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CREDIT CARDS

Norge accepts credit card payments from Visa, Mastercard, and American Express companies. When paying by credit card during the order, payment settlement is made by the payment service provider "Stripe Payments Europe Ltd". The necessary payment data (card number, expiration date, and security code) is transmitted to Stripe via SSL encryption. Credit card data is not visible to Norge's website as it is encrypted and stored in the customer account. The credit card charge is made upon delivery of the ordered laundry service. To pay via Stripe, it is not necessary to create a Stripe user account.

 

The terms of use of Stripe can be viewed at https://stripe.com/de-ch/legal.

Stripe Payments Europe Ltd

Block 4

Harcourt Centre

Harcourt Road

Dublin 2

Ireland

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Norge reserves the right to refuse credit card payment without providing reasons.

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INVOICE PURCHASE

Payments by invoice are generally only accepted from Swiss bank accounts. In exceptional cases, payments from foreign bank accounts may be accepted. All fees related to bank transfers must be borne by the Customer.

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5. PAYMENT TERMS

The total price is payable upon delivery of the laundry to be cleaned. The Customer expressly authorizes Norge to debit the total price to the credit card indicated as the means of payment upon delivery of the laundry to be cleaned. Before delivery and credit card debit, Norge sends the Customer the invoice (electronically).

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PAYMENT DELAY

In the event of total or partial non-compliance with the payment obligation by the Customer, the Customer is immediately in default of payment, and Norge may immediately claim the unpaid amounts and interrupt any other delivery/service to the Customer until receipt of payment. Norge is entitled to charge reminder fees from the first reminder, with compensation for administrative costs of up to CHF 40.-. The payment deadline after a reminder is again 30 days. In the event of an unsuccessful reminder, Norge may assign the amounts due to the debt collection company Creditreform, without informing the Customer in advance. In this case, Creditreform collects the unpaid amounts on its own behalf and for its account, and may charge additional processing fees directly to the Customer.

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6. COLLECTION, ACCEPTANCE, AND DELIVERY

Norge arranges the collection of the laundry to be cleaned from the Customer within the confirmed time slot in the collection invitation. Collection takes place at the Customer's choice either at the address indicated in the order or at a collection/deposit point provided by Norge. The serviced delivery areas, collection points, and collection and delivery times are published on www.norge.swiss. The Customer is required to remove all objects from textiles and empty the bags before handing them over to Norge. Norge is not responsible for lost or damaged items that are handed in with clothes or laundry in the laundry bag, nor for damages caused during the washing of items in the clothes. Additionally, the Customer is responsible for damages to machines caused by objects present in the clothes.

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Norge endeavors to meet the confirmed collection and delivery times. However, these are given for guidance only. If Norge is unable to meet them, Norge informs the Customer in a timely manner and sets a new collection or delivery time. Norge is not obliged to carry out collection or delivery differently to meet reservation dates. Failure by Norge to meet the collection or delivery deadline does not entitle the Customer to terminate the contract or claim damages.

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Norge is free to cooperate with partners and third parties for collection and delivery.

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In the case of orders without cooperation with partners/transport companies, the risk passes to Norge at the time of handover to Norge. The place of performance is where Norge hands over the goods to the Customer.

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In the case of orders in cooperation with partners, the risk passes at the time of collection by the partner/courier. The place of performance is where the partner hands over/deposits the goods to the Customer.

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The handover of the item only takes place against payment or, in stores, against the presentation of the withdrawal receipt.

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If a personal handover during the agreed collection time slot is not possible, the Customer may leave the goods for collection at their own risk. If a personal handover during the agreed delivery time slot is not possible, the laundry to be cleaned is left in front of the Customer's door only if the Customer has expressly indicated/requested it. Upon handover of the laundry to be cleaned to the Customer or the delivery address indicated in the order, all rights and risks, particularly the risk of theft, damage caused by third parties, and environmental influences, pass to the Customer.

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If the address provided by the Customer during the order is not accessible or is incorrect for collection or delivery, or if the address cannot be served by Norge due to the Customer's absence during collection or delivery as agreed with Norge (e.g., due to the Customer's absence), Norge may charge the Customer a "no-show" fee of CHF 19.00 per unsuccessful collection or delivery attempt.

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Laundry that cannot be delivered will be taken back by Norge. If the Customer has not had their laundry delivered within six months from the initial delivery date or has not used this service, Norge may dispose of it freely. Norge sends a reminder to the Customer if the contact details are known.

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Norge is authorized to make partial deliveries if this is reasonable or if the laundry to be cleaned requires different processing times. The processing time for different textiles is visible in the ordering process.

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Norge does not produce or send delivery notes, whether for individual orders from private customers or for bulk orders from business customers.

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7. SHIPPING/DELIVERY COSTS

Unless otherwise stated in the service/product description, shipping costs amount to a minimum of CHF 12.00. The exact amount will be communicated to the Customer during their order.

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8. EXECUTION OF CLEANING

All orders are executed by Norge or a partner company.

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The total price is calculated based on Norge's current price list, minus any credit (e.g., coupons or vouchers). Norge is authorized to invoice a minimum order amount published on the Norge website. For business customers, billing is done according to a separate agreement.

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The total price is calculated based on Norge's current price list, minus any applicable credits (e.g., coupons or vouchers). Norge is authorized to invoice a minimum order amount as published on the Norge website. For business customers, billing is done according to a separate agreement.

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RESPONSIBILITY

Norge is committed to providing professional, careful, material-friendly, and environmentally friendly cleaning and care. Norge relies on its own expertise and the care labels of each item to be cleaned. Norge is not obliged to consider any cleaning instructions provided by the customer if they contradict the care instructions of the corresponding item. If no care or cleaning instructions are provided by the customer, Norge relies on its professional knowledge and the intended use of the item; any liability is expressly excluded if there is no care label on the textile.

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Despite professional and preliminary goods inspection, Norge cannot be held responsible for damages caused by undetectable characteristics or hidden defects such as insufficient material or seam strength, colorfastness of dyes and prints, effects on buttons, loops, zippers, shoulder pads, applications, ornaments, cords, etc., or by incorrect care labels on the textile. Any liability for changes in size or color of fabrics within normal tolerance limits is excluded.

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The need for special treatment must be evident, particularly due to identifiable sensitive characteristics or stains requiring special treatment. The care symbols and/or the care instructions on the care label of the textile are decisive for Norge.

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For special cleaning items, such as items at risk (e.g., garments with ornaments such as sequins or beads, garments made of different materials or very different colors, pre-damaged items, etc.) and/or items requiring intensive treatment due to their material, Norge may charge surcharges on the prices set in the price list. The customer also undertakes to inform Norge of the value of the item to be cleaned if it exceeds CHF 500.

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Existing damages, pronounced wear, or normal wear and tear can lead to damage to textiles during the cleaning process. The customer must inform Norge of these circumstances and peculiarities when placing the order, in the order comment. This includes circumstances and peculiarities that could affect the cleaning result or damage the item to be cleaned, other items to be cleaned, or equipment such as machines.

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Norge reserves the right to refuse a cleaning order at any time after receipt and examination and to return the cleaning item to the customer untreated.

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If, despite treatment according to care instructions, stains cannot be removed, Norge reserves the right to return the item to the customer with an appropriate note. The customer is not entitled to a price reduction or exemption. The customer can then have the item re-cleaned if they agree in writing that Norge may use an additional cleaning method not in accordance with the care label and assume responsibility for it.

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A guarantee of success is excluded.

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RESERVE DECLARATION

Norge may accept the cleaning order subject to reservation (so-called reserve declaration). In the case of orders placed with a reserve declaration, Norge's liability is excluded for the risks mentioned in the reserve declaration

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9. PERFORMANCE OF SEWING WORK/REPAIRS

All orders are carried out by Norge or a partner company.

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The customer has the option to entrust textiles to Norge for modification and repair. If such items are present when placing the order, the customer is required to mention the modification/repair work in the order comment and to mark the corresponding items in the laundry bag before depositing them with Norge. For sewing work aimed at adjusting the shape/length of textiles, the customer is also required to inform Norge by email at info@norge.swiss of the desired measurements, mark/pin them, and send a photo to Norge.

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Sewing work leads to a longer delivery time. This does not entitle the customer to terminate the contract or claim damages.

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10. COMPLAINTS AND LIABILITY

Complaints must be made in writing by email, accompanied by photos and proof of purchase, within a maximum of 7 working days. Otherwise, the goods will be deemed free of defects and accepted. Norge carefully examines the complaints and responds to them. The further procedure (appropriate treatment, referral for expert examination, and settlement with the Textile PSE arbitration body, etc.) will be determined in agreement with the customer as far as possible.

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Damages in the field of textile care cannot be insured in Switzerland. Any compensation for damage to the item or its loss is determined based on the time value scale of the Swiss Textile Care Association (STA) for the depreciation of textile care items. The customer must present the corresponding purchase receipts. Actual replacement is excluded.

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In case of disagreement, it is recommended to submit the damage case to the Textile PSE arbitration body for expert examination and settlement. Two procedures can be applied.

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​1. Quick expertise:

All information as well as photographic documents of the contested item are submitted by email to the arbitration body. Cost: CHF 80.00

2. Physical expertise:

The contested item is sent to the arbitration body for examination. Cost: CHF 200, of which CHF 100 is borne by Norge and CHF 100 by the customer.

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If the complaint is accepted, the expertise costs are covered by Norge. The settlement proposal from the arbitration body is accepted by Norge, and the customer is compensated.

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If the complaint is rejected, the customer bears the full costs (CHF 80 for quick expertise, CHF 100 for physical expertise) and receives the contested item in its current condition.

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11. NON-DELIVERY/FAILURE TO PERFORM

Norge's delivery obligation is canceled in the event of force majeure, such as strikes, lockouts, government intervention, computer problems, traffic problems, fire, water, and/or any other damage to operations and machines, as well as any other disruption of Norge's activities, provided that these events are not attributable to Norge itself. In such cases, Norge may withdraw from the contract by reimbursing the price already paid by the customer. For cases of impossibility of delivery or delayed delivery mentioned above, Norge excludes any further obligation for remuneration or damages, to the extent permitted by law.

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12. DATA PROTECTION

Norge processes user and account data confidentially and in accordance with Swiss data protection laws (LPD). Detailed information on Norge's data protection provisions is available here.

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13. COPYRIGHT AND INTELLECTUAL PROPERTY

The content of the website www.norge.swiss, especially texts, images, trademarks, logos, videos, music, sound recordings, products, processes, and layouts, is the property of Norge or used with the permission of their respective owners.

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14. DISCLAIMER OF LIABILITY

Liability is governed by the legally applicable conditions. Unless otherwise provided in these terms and conditions, Norge or its partner shall not be liable for damages caused by slight negligence, indirect and consequential damages, loss of profit, unrealized savings, third-party claims, and damages resulting from a delivery delay. The limitation of liability does not apply in cases of intentional misconduct or gross negligence.

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15. APPLICABLE LAW AND JURISDICTION

All legal relationships between the parties are subject to Swiss law, excluding the United Nations Convention on Contracts for the International Sale of Goods of April 11, 1980 (Vienna Convention on the International Sale of Goods).

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The competent court for all disputes is Biel/Bienne, Switzerland, to the extent that the law does not expressly provide for another jurisdiction.

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Biel/Bienne, 10.01.2023

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