Terms & Conditions

1. Services Provided

• The Company ensures that all cleaners have valid proof of identity, proof of address, police checks (or equivalent), and Working with Children Checks.
• In the event your regular cleaner is unavailable due to illness or other unforeseen circumstances, the Company will make every effort to provide a suitable replacement.
• All service quotes are based on total "man hours." For example, a 4-hour clean completed by 1 cleaner equals 2 hours each if completed by 2 cleaners.

2. Satisfaction Guarantee

If you are dissatisfied with the quality of service, you must notify the Company within 12 hours of service completion. Upon review, if the work is found to be below standard based on the scope of the job, we will arrange for a cleaner to return and complete the clean to a satisfactory standard.

3. Payment Terms & Late Fees

• Payment is due on the day of service.
• $60.00 per hour per cleaner.
• Late payments may incur a 10% interest charge.
• Any costs associated with recovering overdue payments, including administration, solicitor, or debt collection fees, will be the responsibility of the client.

4. Confirmation, Cancellations & Rescheduling

• Confirmation: A confirmation text will be sent the Friday before your scheduled clean. Please reply as soon as possible to help us finalise the following week's schedule.
• Minimum 2 business days' notice is required to cancel or reschedule a service.
• Less than 24 hours' notice will incur a $100 cancellation fee.
• Less than 12 hours' notice will incur a full fee of service.
• Unexpected Circumstances: We understand that emergencies happen. Please contact Katrina directly via phone or message. Where short notice is given, cancellation fees may apply due to award wage obligations.

5. Cancellation Exemptions

• If rescheduling is possible within the same calendar week and agreed upon by both parties, cancellation fees may be waived.
• In the case of a health emergency, cancellation fees may be waived at the discretion of the Company upon presentation of a valid medical certificate.

6. Insurance

All Company personnel are covered by comprehensive Public Liability and Employer's Liability Insurance.

7. Damage & Wear-and-Tear Policy

• Wear and Tear: Minor scuffs, fading, fraying, and other natural aging or usage marks are not considered damage. The Company is not liable for repair or replacement due to wear and tear.
• Damage: Physical harm resulting from misuse or lack of provided care instructions may be deemed the client's responsibility.
• Clients must report wear and tear for documentation; however, repairs will not be made for wear and tear conditions.
• The Company is not liable for any costs associated with normal wear and tear.

8. Additional Terms

• Clients agree not to engage any Company cleaner directly (or through third parties) for a period of 12 months after ending service with the Company or being introduced to the cleaner.
• Clients are responsible for providing access to the property at the agreed time. Failure to do so without notice will incur a fee equal to 100% of the service fee.
• Cleaners will not clean antique, valuable, or delicate items requiring specialised care.
• Clients must ensure a safe working environment and inform cleaners of any hazards.
• Animals must be restrained or secured away from work areas.
• Clients are responsible for pets and their behaviour.
• If an unrestrained animal is present and poses a risk, the cleaner may leave, and the full service fee will be charged.
• Cleaners are not permitted to use ladders or work above safe and reasonable heights.
• Cleaners may take photos of pre-existing damage or hazards before beginning work.
• Clients agree for cleaners to take photos or videos of their work, but not of personal belongings.
• Cleaners do not clean vomit or faeces.
• If a key is lost by the cleaner, they are responsible for the cost of key replacement only.
• If the key is left in insecure places (e.g., letterbox, under plant pot), the Company is not liable for loss.
• Cleaners will only perform tasks within the pre-agreed time frame, unless otherwise approved by the Company.
• Any incidental expenses incurred due to client action must be reimbursed promptly.
• Our cleaners dedicate the necessary time to deliver the best possible result.
• In the rare event of property damage during cleaning, the Company will make every effort to repair or replace the item as covered under our insurance.
• Cleaners are permitted to use the bathroom/toilet without prior approval.
• Cleaners will not move furniture exceeding 10kg. If cleaning behind or beneath such items is required, it is the client's responsibility to move them in advance.

9. Preparing for Your Clean

To ensure an efficient and effective clean, we kindly ask that you:

• Remove clutter (toys, dishes, laundry, etc.) if possible. If not, that's ok too — we will still clean and tidy, just note it may take more time than originally scheduled.
• Place dirty clothes in a laundry basket.
• Secure pets in a safe space away from cleaning areas.
• Leave out clean linen if bed-making is required.
• Ensure any vomit or faeces are cleaned before our arrival.
• If you need anything extra done, please let us know — we'll try our best to add it on, or we'll add it to the next clean.

Contact

For questions about these terms, contact us at no1cleaningpropertymaintenance@outlook.com.au or call 0468 033 445.