TERMS AND CONDITIONS OF SALE AND TITRES-SERVICES – AAXE USER AGREEMENT

This agreement is entered into by and between:
The AAXE GROUP, which includes the companies AAXE SRL (0879.869.479), AAXE-A.M. SRL (0887.999.168), AAXE-CLASS SRL (0811.628.197), AAXE-CLEAN SRL (0897.264.945), AAXE-NET SRL (0897.265.143), AAXE-PROP SRL (0811.627.506), AAXE-PUR SRL (0834.893.450), BRIGHTNET SRL (0847.582.238) having their registered office at 1150 Woluwe-Saint-Pierre, 124 Avenue de Tervueren, as well as the company AAXE-T.S. SRL (0885.284.455) having its registered office at 1950 Kraainem, Oppemlaan 34, represented by Mr André de SAUVAGE, director, under the trade name AAXE TITRES-SERVICES, hereinafter referred to as « the service company » or « AAXE GROUP » ;

hereinafter referred to as “the user”.

It is agreed as follows:

ARTICLE 1 – General
The purpose of this agreement is to establish the terms of cooperation between the service company and the user with regard to the use of service vouchers as established by the law of 20 July 2001 for the promotion of local services and employment and by the Royal Decree of 12 December 2001 concerning service vouchers.
It complies with the Ordinance of 13 October 2023 amending the Law of 20 July 2001 aimed at encouraging the development of local services and jobs, and the Decree of the Government of the Brussels-Capital Region of 22 February 2024 amending the Royal Decree of 12 December 2001 on service vouchers.

ARTICLE 2 – Definitions
- The AAXE GROUP is composed of the following LLC companies: AAXE -T.S., acc. 02061; AAXE, acc. 02062; AAXE - A.M., acc. 02499; AAXE-CLASS, acc. 03863; AAXE-CLEAN, acc. 03097; AAXE-NET, acc. 03098; AAXE-PROP, acc. 03861; AAXE-PUR, acc. 05088; BRIGHTNET, acc. 05660;
- Service company: the company or organisation that is recognised by the Regions to offer services to private individuals by providing a household helper;
- A service voucher, whether electronic or paper-based, is a means of payment that allows you to benefit, at a legally advantageous rate, from the services of a household helper.
- User: the private individual who uses the services of a household helper through an approved service voucher company;
- Worker: the person entering into a work contract with one of the service companies of the AAXE GROUP and who will provide domestic help in the user’s home.

ARTICLE 3 – Work hours and services
The user wishes to use the services of a household helper according to the following schedule:
AM PM
Preferred day(s): ……………………………………… ………………………………………
Other possible day(s): ……………………………………… ………………………………………
Number of hours: ………………………………………………………………………………………………
Pets: ………………………………………………………………………………………………
The user agrees to respect the requested number of hours and the mutually agreed schedule. Any request for a schedule change must be directed to the administrative office. Under no circumstances may the user agree to change the service arrangements with the worker or vice versa.
The worker may not perform any work on Sundays or public/bank holidays.

The user is required to inform the Aaxe office to which the worker is assigned of any change of address.

ARTICLE 4 – Activities
The user agrees not to ask the worker to perform any tasks other than those authorised by the service voucher system, namely:
- Cleaning the house, including the windows;
- Washing and ironing clothes at the user’s home;
- Occasional small sewing jobs;
- Small household errands in line with daily requirements;
- Preparing meals.
The work must be limited to domestic help. Activities such as babysitting, looking after animals, carrying out repair work, maintaining the garden, acting as a carer for the elderly or sick etc. are not allowed.
Service vouchers may only be used for services pertaining to the user’s private needs and not in the context of their professional activities. For example, it is not permitted to ask the worker to clean buildings that are rented out (student accommodation, guesthouse etc.), common areas of an apartment building or professional areas such as a doctor’s or dentist’s office, a commercial area or a shop.
The following activities are not allowed under the service voucher system:
- Clearing snow;
- Cleaning outdoors in difficult weather conditions (rain, snow, heat wave etc.);
- Cleaning gutters;
- Cleaning up debris from construction work;
- Cleaning the garage if it is separate from the house;
- Carrying out DIY jobs or gardening work;
- Performing personal or medical care services;
- Purchasing goods that fall outside the definition of daily requirements;
- Cleaning of all types of vehicles;
- Looking after animals.
This list is indicative and not exhaustive.

ARTICLE 5 – Subordination
The worker is placed under the hierarchical authority of AAXE GROUP and the office to which they belong. If the user encounters any problem with the worker (quality of the work, punctuality, absence etc.) they must contact the office to which the worker is attached as soon as possible so that suitable corrective measures can be taken.

However, in the context of the service voucher activity, part of the authority is transferred to the user, notably the obligations regarding the well-being of the worker, instructions regarding the tasks to be carried out, supervision of the proper execution of the tasks, adherence to the working hours etc.
The user agrees not to employ a worker that is a member of their family or with whom they are related by blood or marriage up to and including the second degree, nor to have the same residence as the worker.

ARTICLE 6 – Prohibition on representation
The employee and/or the authorised Service Cheques company may not represent the customer. This means that they may not sign, approve or order on behalf of the Service Cheques user.

ARTICLE 7 – General provisions
Workers employed by AAXE GROUP are not allowed to smoke during working hours except outside and only during the worker’s break time.
AAXE GROUP workers will make moderate use of their mobile/smartphone and social networks during working hours.

ARTICLE 8 – Provision of equipment
It is the user’s responsibility to provide proper equipment in good working order, as well as appropriate cleaning products. Household products must be made available in sufficient quantities and must be labelled to avoid any misunderstanding about their use. Hazardous products must be legibly labelled to enable the worker to identify them. These products must not present any risk to the health of the household helper (e.g. products must comply with the European regulation on detergents, must not be toxic).
The equipment made available to the worker by the user will include at least:
- A vacuum cleaner;
- A bucket;
- A scraper;
- A broom;
- A dustpan;
- A window bucket;
- A sponge;
- A mop;
- Cloths;
- Cleaning products: vinegar; CIF; Mr. Propre;…
The user will authorise a visit to his/her home by a representative of the service company before the start of the collaboration, in order to validate the equipment made available and to define the organisation of the work.
The service company reserves the right to prohibit the use of certain products it deems dangerous, based on a risk analysis it may carry out.
The service company provides its workers with training in the use of standard equipment and products. However, if specific equipment and products are to be used or if the home needs to be maintained in a specific way, it is the user’s responsibility to inform the service company.
Neither the equipment nor the cleaning and maintenance products are provided by AAXE GROUP.

The user may not ask the worker to use unlabelled products or solvents (no bleach, acids or salt spirits).
All AAXE Group workers receive sufficient personal protective equipment from their employer to enable them to carry out their duties as household helpers in complete safety.
The personal protective equipment available to the worker includes the following:
- Gloves;
- Leggings;
- Trousers;
- T-shirts;
- Aprons;
- Non-slip shoes.

ARTICLE 9 – Health and safety in the workplace
The user, as a normally responsible person, is expected to ensure that the worker is able to carry out their work in safe conditions and without danger to their health.
In particular, the user agrees to:
- Not ask the worker to perform any dangerous, unsuitable or unhealthy tasks (outdoor cleaning work in rain, snow or stormy weather; cleaning the car; using unlabelled products; moving heavy furniture and objects etc.);
- Allow the worker to carry out their tasks under proper hygienic conditions (in case of recurrent bad hygienic conditions, the service can be terminated);
- Immediately notify the worker’s office in case of a contagious disease (COVID, meningitis etc.) that might present a contamination risk for the household helper;
- Allow the worker to carry out their tasks in the safest possible conditions (use of a stable (step)ladder when cleaning windows; well-fixed electrical outlets; no bare electrical wires etc.). The worker may refuse to carry out a task (with the agreement of their office) if they believe that the safety conditions are not met. In case of persistent safety issues (maximum two consecutive weeks) the service can be terminated;
- Ensure that the household helper has access to a first aid kit;
- Allow the household helper to use the sanitary facilities.

ARTICLE 10 – Non-discrimination and harassment
The service company offers their clients a quality service, with guaranteed respect for human dignity, privacy, ideological, philosophical or religious beliefs, the right of complaint, the right to information and the right of scrutiny of the user, with consideration for the living situation of the client.
With regard to workers and clients, no distinction will be made on the basis of race, ethnic origin, disability, sexual orientation, philosophical or religious beliefs, when offering and providing services (Law of 10 May 2007 against certain forms of discrimination).
The service company will not respond to requests from the user to exclude a worker on the basis of a protected criterion (age, sex, skin colour etc.) without a legitimate justification.
The user shall refrain from any abusive and repeated conduct towards the worker, in the form of words, intimidation, actions, gestures or any form of verbal or non-verbal behaviour, which could have the effect of damaging the worker’s personality, dignity or physical or psychological integrity during the performance of his work.

ARTICLE 11 – Payment for provided services
When the work is completed, the user undertakes to provide one Service Voucher per one hour of work completed by the worker.
When using paper service vouchers, the user must fill in the service vouchers using a blue or black pen (any other colour is not accepted by the issuing company) and provide them to the worker after the work has been completed.
When using electronic service vouchers, the user must confirm the work through his personal space on the website of the issuing company within 48 hours.
The service vouchers are provided (paper) or validated (electronic) at the time the local work / services are performed.
Failure to pay
- In the event of non payment or late payment, a reminder will be sent to the user. Seven (7) days later, a formal notice will be issued. If payment is not made within ten (10) calendar days following the sending of this formal notice, the amount due will be increased by:
– a fixed compensation of €30.00 as collection costs.
– late payment interest calculated in accordance with the legal rate in force in Belgium, starting from the date of the formal notice.
- If the user has not paid after receiving one or more reminders (more than 50 unpaid service vouchers), the service company reserves the right to suspend the service to the user until the overdue service vouchers have been collected.
- All costs of collection and any legal proceedings are payable by the user in case of non-payment.
- If the user, despite prior formal notice, has not submitted or electronically validated the service vouchers by the end of the agreed period of time as authorised by the Region, the user will owe the approved service company damages equivalent to the intervention of the Region plus the purchase price of the service vouchers.

ARTICLE 12 – Suspension of services
By the service company
- The service company will ensure that the services are provided by qualified workers according to a mutually agreed schedule;
- The user will be notified as soon as possible of planned (annual leave, maternity leave etc.) and unforeseen (illness, accident, special leave etc.) absence of the worker;
- At the user’s request, AAXE GROUP will make every effort to replace the absent worker, replacement cannot be guaranteed however;
- In such case, the user is not entitled to any compensation by the service company;
- Replacement workers may have different working hours and/or working days, if approved by the user;
- The user must immediately inform the service company about any justified or unjustified absence of the worker.
By the user
- The user may cancel the scheduled services of their worker under the following conditions:
- The user will inform the office at least 4 working days in advance of the cancellation of an ancillary (one-time) service by SMS, mail, e-mail or telephone (AAXE TITRES-SERVICES, Avenue de Tervueren 124, 1150 Brussels; Tel: 02/770.70.68; E-mail: titres-services@aaxe.be);
- The user will inform the service company at least 10 working days in advance in the event of the cancellation of a series of services;
- If the user does not inform the service company of their absence or if the planned service cannot take place due to the user’s fault, the service company reserves the right to demand payment for the services that were to be provided. The cost will be the reimbursement value of the service vouchers (user share plus regional contribution) multiplied by the number of hours planned.
ARTICLE 13 – Loss and theft
In case of suspected theft by the worker, the user will immediately notify the responsible person of AAXE GROUP and contact the police in order to file a report. It is the user’s responsibility to provide proof, and the service company cannot be held liable in case of theft.
The user should always exercise due caution by not leaving money or valuables on display: they should keep them safe (preferably in a small, fixed and locked safe).
If the user requests that the worker retain the key and/or alarm codes to access the residence, the user will assume full responsibility. The service company cannot be held responsible if the user decides to give the keys or alarm codes to the worker.
In case of loss, the worker will inform the user directly so they can make appropriate arrangements. The cost of making a duplicate cannot be charged to the worker.

ARTICLE 14 – Insurance
Work accident:
The service company has subscribed to a legal insurance for its employees against accidents at work and on the way to work.
Civil liability:
In the event of material damage, the user and the worker must inform the service company in order to assess whether such damage is covered by the company’s civil liability insurance. All damage or injury claims must be reported to AAXE GROUP within 48 hours of their occurrence. The user will provide, without delay, a clear and precise declaration along with an estimate or any other supporting document (photo of the damage or the damaged object, purchase invoice etc.).
The excess of the civil liability policy subscribed by AAXE GROUP is €150 (EUR) and will be born by the user. In order to avoid abuse minimal damage, e.g. normal dishes or everyday objects, will not be compensated. Normal wear and tear is also not covered. If the damage exceeds the deductible amount, AAXE GROUP will file a claim with its insurance company.
AAXE GROUP reserves the right to refuse reimbursement in the event that the user failed to exercise due care to avoid the loss or is unable to provide proof of the loss, or if the loss is not reported within the specified period.
The user will not entrust the worker with the maintenance of delicate and valuable items (works of art etc.). If the user decides to entrust the worker with such tasks, the user remains personally liable and AAXE GROUP cannot be held responsible for any damage to the items in question.

ARTICLE 15 – Data protection
The service company will process the user’s personal information for the purposes of the agreement or for the fulfilment of its legal obligations. All data is processed in accordance with the General Data Protection Regulation (GDPR).
The user may request a copy of this data and, if necessary, have them corrected, updated or, as applicable, have them removed or request limited use of said information.
The user’s home must be considered as the workers work place. Therefore, setting up a video surveillance system without the worker’s knowledge constitutes a violation of their privacy. Camera surveillance of workers is governed by CLA no. 68, which is entirely applicable to the service voucher sector without any exceptions.

It is therefore not permitted to film or monitor the worker beyond what is strictly regulated by this CLA. Any images or information that might be collected by video surveillance in violation of the CLA are unusable and constitute a violation of the worker’s privacy.
The user will inform the company of the existence and location of any surveillance cameras.

ARTICLE 16 – Duration of the agreement / termination
This agreement is made for an indefinite period from ………………………………………………………….
The agreement may be terminated by either party, provided that one month’s notice is given by registered mail, effective from the day of posting (as evidenced by the postmark).
If this notice period is not respected, the user will be required to compensate the service company for the number of hours not worked during this period multiplied by the value of the service voucher reimbursed by Pluxee (depending on the region of the country).
This agreement is automatically considered terminated if one of the contracting parties fails to comply with any of its contractual obligations and notifies the other party by registered mail or if the service company loses its service voucher license.
The contract will be terminated as of right if:
- The service company loses its license;
- The user has been prohibited from ordering or using service vouchers;
- No more service vouchers are issued and the user no longer has any;
- The user owes more than 50 hours of unpaid services;
- There is evidence of harassment or violence against the worker by the user;
- There is a persistent problem in terms of safety and hygiene at the user.

ARTICLE 17 – Disputes
This agreement and its annexes are, in its entirety, subject to Belgian law.
In the event of a dispute concerning this agreement, the Courts of Brussels will have sole jurisdiction.

Article Appendix 1– Additional fees – Only for Service Vouchers in Wallonia and Flanders

• In accordance with the legislation in force in Wallonia and Flanders, and in addition to the provision of Service Vouchers, the user is liable for additional fees intended, in particular, to cover the general costs of managing, organizing, and maintaining the quality of the service.
• Billing terms: (monthly or quarterly)
When the user opts for direct debit (SEPA), a flat fee of €9.60 per month is charged. This amount in-cludes a 20% discount compared to the rate applied in the absence of direct debit.
Without direct debit (SEPA), a flat fee of €12.00 per month is charged.
The user is free to decide whether or not to sign a direct debit mandate (SEPA).
• Default of payment:
In the event of default of payment, a formal notice will be sent to the user. If payment is not made within ten (10) calendar days of the sending of this formal notice, the amount due will be increased by:
– a fixed compensation fee of €30.00 for collection costs
– late payment interest calculated in accordance with the legal rate in force in Belgium, from the date of the formal notice.
In addition, in the event of non-payment related to a direct debit (SEPA), the benefit linked to the commercial discount is automatically canceled.