Terms and Conditions

Real Support GmbH is an all-inclusive service provider agency for private and business clients in Berlin, Germany. it has various services such as Cleaning, Removal, Moving, Hand-work and Cooking service. we work with various Self-employed partners together for our clients. In order to use our platform and services, Terms and Conditions apply. Real Support GmbH Terms & Conditions update on 04 April 2020.

General terms

The provision of household services cleaning, Re-location, Cooking and Handwork activities in private households or commercial facilities by independent entrepreneurs by the KURIER 247 (company name). Janusz-Korczak-Str. 22, 12627 Berlin. Also, the other use of the website www.kurier247.de ("PLATFORM") and the services of KURIER 247 exclusively made based on these General Terms and Conditions. Deviations require the express consent of KURIER 247.
These terms and conditions apply for the arranging contracts for household Cleaning services, Moving service, Cooking service and Handwork Service with clients ("CLIENT") through the platform for the offering and finding such services, as well as for the commercial processing of such contracts through KURIER 247 on behalf of the SERVICE PARTNER.
The settlement of payments of the CLIENT to the SERVICE PARTNER is via a licensed payment service ("Stripe") based on a separate payment service agreement between the payment service and the SERVICE PARTNER. KURIER 247 is an introducer for this payment service contract, it is not itself involved in the payment settlement process.
All payments by CLIENTS to the SERVICE PARTNER for the remuneration of the services executed by the payment service provider (Stripe)
KURIER 247 is not responsible for the execution and performance of contracts for service/work/job through/by SERVICE PARTNER.

KURIER 247 is obliged:

Copy of the Police clearance certificate
Name and surname of the person
Agreement between SERVICE PARTNER and person
Copy of National ID
SERVICE PARTNER agrees also to the transfer of the necessary payment processing data (name, account number, etc.) to the payment service to coincide with the conclusion of the mediation contract.
KURIER 247 takes on the platform through its website, telephone, SMS or e-mail requests from the CLIENT for services ("BOOKING REQUEST") and evaluates the booking request according to place, time and scope. KURIER 247 determines the appropriate SERVICE PARTNER for the booking request of the CLIENT and sends the booking request to them (usually by forwarding the booking request via email, via SMS, via the website or in an individual case by phone).
All SERVICE PARTNER who is working in a specific area usually receives the service request from the CLIENTs through KURIER 247s (website, SMS, email or some case by telephone) Platform. In the case that the CLIENTs select a specific SERVICE PARTNER then the service request is only to that person. As soon as any of the SERVICE PARTNERs accept the booking request, the booking request for any other SERVICE PARTNER is blocked.
KURIER 247 creates bills on behalf of the SERVICE PARTNER for the SERVICE and ensures a delivery to the CLIENT. Any changes to the SERVICE PARTNERS tax rate need to update by contacting KURIER 247.
After the acceptance of a service request by any SERVICE PARTNER, the CLIENT notified via email with SERVICE PARTNERs information and Booking Confirmation.
KURIER 247 involves in the conclusion of contracts for the services as an agent for the SERVICE PARTNER. The SERVICE PARTNER carries out the service contracts agreed with their CLIENTs by their organization and responsibility.
KURIER 247 receives notice of any defects reported by CLIENTs and forwards them to the SERVICE PARTNER for examination and possible repair. The SERVICE PARTNER must request KURIER 247 to make refunds or any credit note needs be submitted due to defect to their CLIENTs.
KURIER 247 shall be entitled to request references regarding activities carried out as a SERVICE PARTNER, for example, references from former CLIENTS before registration, or to carry out a preliminary agreement in which the SERVICE PARTNER accompanies a self-employed SERVICE PROVIDER selected by KURIER 247 to demonstrate their professional competence.
If the above information is changed, the SERVICE PARTNER is obliged to notify KURIER 247 immediately. Also, the SERVICE PARTNER hereby confirms that it is aware that without submitting the requested information and documents, is not possible to arrange service contracts for the SERVICE PARTNER.
The SERVICE PARTNER confirms by registering on the platform that it provides the specified services within the scope of a properly registered trade. KURIER 247 is entitled to terminate the agreement if the SERVICE PARTNER does not present a valid business license or agreement for the execution of household-related services within 4 weeks after the first order was completed.
The SERVICE PARTNER is responsible for the proper submission of taxes and related duties.
The SERVICE PARTNER is available for the provision of different services for CLIENTS according to the performance schedule attached to these General Terms and Conditions. There is no obligation to accept booking requests, The SERVICE PARTNER authorizes KURIER 247 to accept booking requests and submit the declarations necessary for the order processing following its instructions.
The SERVICE PARTNER pays KURIER 247 an excess of up to EUR 100.00, provided a CLIENT claims damage through the activities of the SERVICE PARTNER and the damage covered by the liability insurance concluded in favour of the SERVICE PARTNER. The SERVICE PARTNER is responsible for providing KURIER 247 with all information necessary for the processing of damages requested by KURIER 247.
The SERVICE PARTNER informs KURIER 247 of short-term changes regarding the services already booked, in particular, delay via the platform or by telephone, for KURIER 247 to notify the CLIENT.

If the SERVICE PARTNER executes CLIENT orders through their employees or agents, KURIER 247 must be informed. The following information needs to be provided to KURIER 247:

Name, address, and other personal data.
Estimated time of availability and location of the Service provided
Copy of identity card/passport
Tax number
At the request of KURIER 247 copy of a business license
Copy of the police clearance certificate
The E-mail address and phone number
Status of sales tax liability
Valid and complete bank account

Condition for Service Partner

KURIER 247 entrusted by the SERVICE PARTNER for the enforcement of service contracts. Also, to receive a commission for every mediated service contract. KURIER 247 is a trade representative of the SERVICE PARTNER.
SERVICE PARTNER offers KURIER 247 the conclusion of the Treaty on mediation and other services ("Mediation Agreement") by logging/Registering into the platform. When signing the SERVICE PARTNER provides data under this agreement (described below) to truthfully, enter and submit the documents referred to therein.
KURIER 247 reviews the offer and confirms the SERVICE PARTNER, after completion of verification of registration, stating the activation of the complete user's account. The mediation agreement made with the communication from the activation email or phone call. A right to enter a mediation contract with KURIER 247 also exists.

When the SERVICE PARTNER registers on the platform KURIER 247 request the following information/documentation:

KURIER 247 handles changes, Creates and cancellations of CLIENT bookings by their request or by the request of SERVICE PARTNER. When a change happens to an appointment regarding booking or cancellation happen, KURIER 247 will notify the SERVICE PARTNER and CLIENTS immediately.
The brokerage agreement begins after the registration in the platform and the release of the platform by KURIER 247. It runs indefinitely and can be terminated for both parties at any time observing legal notice periods. Notice of termination must give in writing. Notice by e-mail will be accepted.
Agreed on Collect and Use of Personal Data from Service partner and user/clients for executing service/Booking process can found here https://kurier247.de/dataprivacy.aspx
The Platform www.kurier247.de also contains links to websites, which maintained by third parties, and KURIER 247 does not monitor their contents. Links to other websites are only for the convenience of navigation. KURIER 247 assumes no responsibility for the content of third-party websites.
For damages arising from injury to life, body or health.
For damages arising from breach of a contractual obligation (obligation whose fulfilment is essential to the proper conduct of the agency contract at all and on the observance of which the SERVICE PARTNER may be regularly trust).
Also, KURIER 247 is liable in the event of a breach of contractual and non-contractual obligations by KURIER 247 following statutory provisions. KURIER 247 shall be liable for damages in the event of intent and gross negligence, irrespective of the legal basis.

Claims other than gross negligence KURIER 247 is liable only:

To operate the platform and to deliver leads to the SERVICE PARTNER there with the times and place for service specified by it.
Providing a user account for the SERVICE PARTNER listed on the mediated KURIER 247 all contracts and invoices kept available.
To provide the times and location offered by the SERVICE PARTNER and appropriate inquiries with the CLIENT.
Forward booking requests from CLIENT to the SERVICE PARTNER, first if the CLIENT has chosen a specific SERVICE PARTNER (even in such a case it is the sole decision of the SERVICE PARTNER whether to accept an offer or not).
To ensure the SERVICE PARTNER with liability insurance regarding damages in the provision of the services - in this case only damages exceeding EUR 150 up to EUR 5.000.000.
Damage claim needs to be informed within 24 hours from working execution time to KURIER 247 by email, SMS, etc. Later than 24 hours, no damage claim will not be accepted.
SERVICE PARTNER will be responsible for providing any other information requested and liability insurance if needed for any person working for them.
Any booking accepted by a SERVICE PARTNER cannot be cancelled or changed on their profile on the KURIER 247 platform. It only can be done by contacting KURIER 247 by email or phone call. By cancelling a booking less than 36 hours before the booking schedule time, the SERVICE PARTNER will be charged at flat 10€ for the expense of returned payment service and other expenses incurred by KURIER 247. In case of any illness or any other emergency, KURIER 247 will bear the cost, while the SERVICE PARTNER must contact KURIER 247 as soon as they are aware of a situation requiring cancellation.
If a booking agreed between SERVICE PARTNER and CLIENT not carried out for any reason by the SERVICE PARTNER, and if the CLIENT does not pay, KURIER 247's commission claim fully retained. The same applies if the CLIENT refuses to pay due to poor performance of the cleaning service, or does not pay the compensation without reason; the enforcement of unpaid remuneration is the responsibility of the SERVICE PARTNER.
Any changes (date, time or duration) for a confirmed booking are possible at any time if agreed by The Clients. In this situation, KURIER 247 will contact the Clients before making any changes to the booking requested by a SERVICE PARTNER.
KURIER 247 will issue an invoice to the clients for the service provided by the service partner on behalf of the Service partner. Also, inform/send it to clients and service partners by email and make available in the platform profile for future needs. The payment service provider will keep the amount paid by the CLIENTS for the SERVICE PARTNER in a trustee (KURIER 247) account.
The payment service provider shall pay the service fee paid by the CLIENT to the SERVICE PARTNER, less the commission of KURIER 247.
The first payout period includes orders from the First to the 15th of the month and paid no later than the 28th of that month. The second payout period includes orders from the 16th to the End of the month and paid no later than 9^thof the following month.
If the SERVICE PARTNER wishes to provide additional services to a CLIENT who is already a KURIER 247 CLIENT who has received a SERVICE in the last 6 months, the SERVICE PARTNER is required to indicate to the CLIENT that a KURIER 247 booking request is required.
If the SERVICE PARTNER execute new orders from a KURIER 247’s CLIENT outside the platform, KURIER 247 shall be entitled to get payment of reasonable compensation for the commission/profit loss by the elimination of orders From the CLIENT for EUR 2500 plus VAT.
KURIER 247 shall be entitled to terminate the transmission of booking requests to a SERVICE PARTNER if they do not accept any booking requests for more than one month. At the request of the SERVICE PARTNER, the transmission may be resumed at any time.
The SERVICE PARTNER agrees that KURIER 247 shall contact by e-mail, telephone or mail to improve and extend the offers of the portal www.real-support.eu and to discuss the satisfaction with the offerings of the platform as well as to provide information on the supplement, extension, news and cooperation offers.
KURIER 247 and SERVICE PARTNERs shall treat the information on CLIENTS, process flows, and services to be rendered by the parties and the commission (even after the termination of the contract) strictly confidential if and insofar as they are not obligated or authorized by law or by contractual agreement to disclose.

Condition for clients

Booking from our platform for any service listed, not confirmed until any service partner accepts the booking. As soon as booking confirmation, clients get a confirmation notification by email, the user profile in our platform or individual case by SMS also by Calling.
KURIER 247 shall not be liable for the performance of the service contract by the SERVICE PARTNER for any services not booked through the portal.
Users/Clients who are interested in book a service from our platform, need to agree on the terms and conditions described in the price list https://kurier247.de /unsere-preise for specific service.

Cancelling a Booking:

All Booking cancellations need to be processed through the KURIER 247 platform, email or by phone to KURIER 247.
Any Booking request that has not been accepting by a SERVICE PARTNER can be cancelled without charge.
Any confirmed Booking could cancel or amended up to 36 hours period of booking scheduled time, without charge.
Any regular booking (weekly cleaning or bi-weekly cleaning) without full-fill the specific minimum booking requirement, have to pay the full payment for all complete booking as onetime booking.

The following cancellation/amended fees apply to bookings:

Cancel up to 36 hours before booking schedule time- free of charge.
Cancel up to 24 hours before of booking schedule time- 25% from total service cost was booked.
Cancel up to 12 hours before of booking schedule time- 50% from total service cost was booked.
Less than 12 hours before booking schedule time- 100% from the total service cost was booked (entitled to pay full amount).
Any Service partner who has worked for you in the past 12 months through KURIER 247, can't be hired outside KURIER 247 till 6 month periods of time from the termination date. You can request to hire someone who already works and needs to pay a fee of € 2.500.00 as company cost to train the service partner.
Any changes (date, time, duration or cancellation) for a confirmed booking are possible free of charge at any time if agreed by the assigned SERVICE PARTNER.

Condition for Removal service

The company ‘KURIER 247’ Courier-brokerage is from REAL SUPPORT GmbH - hereinafter referred to as "KURIER 247" - represents the courier companies affiliated to it, who independently provide transport services in the area of courier trips and small transports in Berlin and Surrounding areas.

KURIER 247 has developed a logistics system for this. This logistics system used by KURIER 247 to convey client inquiries to the courier companies and to establish contact between the clients and the courier companies (hereinafter referred to as "KURIER 247 agency").

The contractual relationship between Kurier 247, Service partner and Clients-

The contracts for the transport service generally concluded between the client and the courier company. The courier company upon delivery regularly negotiated the price for the order. KURIER 247 has the power of attorney and collecting authority from the courier companies, to collect the payment for which payment by invoice is agreed by the courier company and Clients.

The shipping order will issue by the client and will accept by the courier company, who has already registered to take over the request of the client in the KURIER 247 agency Platform www.kurier247.de, based on these general terms and conditions.
Only contracts that deal with the transportation of goods, that can be transported using bicycles, motorcycles, passenger cars, vans or similar vehicles processed via the KURIER 247 agency. The quality requirements for the consignments (size, format, weight) can found in the price list.
If the consignment does not correspond to the agreed quality under these general terms and conditions or the information provided by the client regarding the consignment, the courier company is entitled to refuse to transport the consignment. If the courier company refuses to accept the consignment, the client is obliged to reimburse expenses. Fee showed in the price list (The base price of Package) for the requested means of transport (Incorrect information).

Prohibition and declaration of Good

The following consignments are excluded from transport:

Shipments for which a delivery interest is to be registered.
Consignments that have Certificates and documents or other identification papers as their object, the value of which exceeds € 500.00.
Shipments whose content exceeds the total value of € 500.00.
Shipments whose contents of which require special facilities/security measures / official approvals (e.g. temperature-controlled goods, perishable goods, particularly valuable and theft-prone goods), consignments whose transport is subject to dangerous goods regulations.
Shipments that contain money, precious metals, jewellery, precious stones, real pearls, securities, check, credit cards, securities, savings books or other means of payment.
Shipments that contain antiques, works of art or other comparable items with a special value, provided that their total value at the place of acceptance exceeds the amount of € 500.00.
Shipments that contain animal carcasses or their parts, body parts or remains.
Consignments, the content or external nature of which can injure, infect or cause other damage.

Scope of services

The shipping contract deals with the takeover of the carrier at the customer or the loading point specified by the customer and the transport to the recipient/unloading point specified by the customer.
The courier company provides the transport service without the involvement of third parties.
The courier company will carry out the order placed with the care of a proper carrier.
The courier company will immediately complete the order placed with it. The decisive factor is the length of transport that a reasonable, careful carrier who works with reasonable effort using the contractually agreed means of transport requires. Free traffic routes are required. The delivery period begins with the acceptance of the shipment.
A specific time window can be agreed between the parties for the delivery of the shipment.
The delivery of the consignment to the recipient takes place at the address attached to the consignment or specified in the consignment note by handing it over to the recipient, to a person present in the recipient's household or to a recipient authorized to do so, as shown by proxy. The client can make use of the service “In-Person” by making a prior decision. The consignment must be marked "In person".
The courier entrepreneur has to follow subsequent instructions of the client only to the extent that their execution threatens either disadvantageous for the operation of his company nor damage to the client or recipient of other consignments. For the execution of the instructions, the client must reimburse the expenses incurred by the courier company and pay remuneration according to the price list. If the courier prevented from following the instructions, the client will be informed immediately.
The customer must ensure that the shipment can be delivered to the recipient or to a person authorized to receive it, taking into account a reasonable journey time from the delivery of the shipment.
If delivery to the recipient is not possible for reasons that are not within the courier company's duties, the customer might request a further delivery attempt. The additional effort resulting from the further delivery attempt will be invoiced separately to the client according to the applicable fee rates / based on the price list. If the courier entrepreneur is unable to obtain instructions from the customer within a reasonable time in the event of delivery obstacles, he has the right to take measures on behalf of the customer that appears to be the best in the interest of the customer (storage).
If the recipient refuses to accept the consignment, the consignment will be returned to the customer subject to a charge, based on the general fee rates, unless the customer has ordered disposal in advance. The client is obliged to reimburse the courier company for any disposal costs.

Rights, duties, and obligations of the client-

The client is obliged for the consignment that has handed over for transport. The sender must name the sender and the recipient. The labelling must be such that it prevents confusion for the courier company. The client must mark the goods with the usual warning symbols (sensitive to breakage, sensitive to moisture, etc.)
The client is liable to the courier in the event of a breach of the labelling obligation for the damage resulting from the inadequate labelling for damages per the statutory provisions.
If the inadequacy of the marking discovered during transport, this constitutes an obstacle to transportation. The courier company will obtain instructions from the client. If he cannot receive instructions within a reasonable period, he is entitled to have the transport goods stored for the account of the customer.
The customer has to pack the consignment taking into account the agreed type of transport in such a way that it protected against loss or damage and that the Courier Company or third parties do not suffer any damage. If the courier entrepreneur threatens damage because of the lack of packaging, the courier entrepreneur has the right to refuse performance. If the customer hands over the goods in bulk, although the nature of the goods requires packaging, taking into account the agreed transport, the customer acts at his own risk. If the missing packaging is the cause of damage to the goods, the courier's obligation to replace the goods does not apply. The customer is aware that goods transport insurance protection does not exist insofar as the packaging, which done by the customer himself and which is not suitable for transport, was the cause of transport damage.
Deviating from the legal regulation, the loading, and unloading of the consignment by the courier company deemed to agree, insofar as the properties of the goods and the circumstances make it recognizable that they are better able to handle the task of transport-safe loading. If the courier company does not have suitable loading aids, the client remains obliged to load. If the courier assists with loading for the client, he will work within the client's duties. If it turns out when the delivery handed over that the goods cannot be loaded or unloaded without loading aid and the client is unable to provide one, the courier is entitled to refuse acceptance. To guarantee the execution of the order, the client can instruct the courier company to provide a loading/unloading aid according to the price list at the expense of the client.
If the loading/unloading cannot be carried out within, a reasonable period for reasons attributable to the client's duties, the courier company is entitled to a customary and reasonable stand fee.
The client or the recipient is obliged to check the shipment for visible damage at the latest upon delivery and to report any loss and/or damage to the courier company. The damage needs to be described in sufficient detail. In the case of undetectable damage, the damage must be reported by the client or the recipient to KURIER 247 or the courier company in text form (email or fax) within three days. The 3-days period begins on the day of delivery. If the client/recipient fails to report the damage, it is assumed that the goods have delivered in full and undamaged on the outside, or undamaged in the case of recognizable defects. Claims for exceeding the delivery deadline will expire if they do not report to KURIER 247 or the courier by the recipient within 7 days of delivery.

Compensation -

The amount of the Transportation fees (remuneration) to be paid by the client to the courier company, for the transport service processed by the courier company via the KURIER 247 agency based on the currently valid price list. Different agreements regarding the Transportation fee (remuneration) are to be made between the client and the respective courier company.
For contracts with consumers, the transportation fees (remuneration) includes the applicable statutory value-added tax; the transportation fees (remuneration) from contracts with entrepreneurs raise net plus the separately stated applicable statutory value-added tax. Insofar as the courier entrepreneur makes separate expenses in fulfilment of the transport order, which he may have deemed necessary in the interest of the customer, the courier entrepreneur is entitled to reimbursement of the expenses incurred. These are bill gross to consumers and net to entrepreneurs plus the applicable statutory value-added tax.
Unless otherwise agreed, the transportation expenses and any insurance premium are to be pay in cash upon delivery. If payment is agreed as non-cash, KURIER 247 will issue an invoice on behalf of and for the account of the courier company. An additional expense allowance is a charge for invoicing by the current price list if needed.
The invoice is to be settled within 7 days after receipt by the customer.

Other provisions

Verbal statements by the courier company or their representative KURIER 247, which deviate from these general terms and conditions, are only binding if they are confirmed in writing.
KURIER 247 and the courier company are entitled to collect, save and process the data that transmitted by the sender or recipient in connection with the transport order or are required for this. The client expressly agrees to this data collection.
The transport contracts are subject to the law of the Federal Republic of Germany. For consumers who do not conclude the contract of carriage for professional or commercial purposes, this choice of law only applies insofar as the protection granted is not withdrawn by mandatory provisions of the law of the state in which the consumer is habitually resident.
The exclusive place of jurisdiction for legal disputes with merchants, legal entities under public law or special funds under public law, from contracts that are subject to these terms and conditions, is Berlin. The district court of Berlin-Hellersdorf is responsible for the jurisdiction of the district courts.
Should one of the provisions of these terms and conditions and the other agreements made be or become ineffective, this does not affect the validity of the contract. The contractual partners are obliged to replace the ineffective provision with a provision that is as similar as possible in terms of economic success.

Review/feedback & Comments

We always take our clients seriously and always working to improve our service based on our client's feedback. Nowadays all Comments, Reviews in an internet platform and social media platform are very important to grow up any business and establish in the market. Any bad reviews/feedback can damage our reputation and harm our business badly. Therefore we have set up some condition for our clients and service partner as well as anyone will write a comments/feedback/reviews about our company/service in any internet site or any social media platform must follow the condition describe below-

Review/feedback must be done only by our respected Clients, who have already receive our service through our platform www.kurier247.de
Review/feedback must be done only by our respected service partner, who is offering service through our online platform www.kurier247.de
We respect our clients/partner feedback about our company and our service. For this, we request/expect to receive proper and true comments/feedback.
Any reviews/feedback done by anyone about our Company or our service on any internet platform or in any social media platform, we could ask reason/proof against it.
Any failed of proper reason/3^rd party review/feedback about our company/service can be fine from 1000 Euros up to 5000 Euros for reputation loses.