Client Responsibilities- Service Terms & Conditions
1.0 Service Scope & Details:
1.1 General Clean Inclusions:
Kitchen: Benches wiped, appliances wiped over, stove top wiped, cupboard fronts wiped, sink cleaned, bins taken out.
Bathroom: Shower/bathtub wiped (grout spot cleaned), vanity and mirror cleaned, cupboard fronts cleaned, toilet cleaned.
Living/Dining: Surfaces dusted, couch cushions straightened, light tidying
Bedrooms: Beds made (full sheet changes require extra time), surfaces dusted, kids room light tidy
General: Cobwebbing, all windowsills dusted/wiped, floors vacuumed and mopped
1.2 Deep Clean Inclusions:
Kitchen: Benches wiped, appliances wiped over, stove top wiped, oven wiped out, cupboard fronts wiped, sink cleaned, bins taken out.
Bathroom: Shower/bathtub cleaned including full grout scrub, vanity and mirror cleaned, cupboard fronts cleaned, toilet cleaned.
Living/Dining: Surfaces dusted, couch cushions straightened, light tidying
Bedrooms: Beds made (full sheet changes require extra time), surfaces dusted, kids room light tidy
General: Cobwebbing, fans cleaned, all windowsills dusted/wiped, window tracks dry wiped and vacuumed, floors vacuumed and mopped including skirting boards.
1.3 Extra Inclusions (requires pre-arrangement and confirmation):
Window clean, oven clean, full bedding change, aircon vent clean
2.0 Access & Safety:
Clients agree to provide a safe working environment, clear access, utilities (water, power), and parking.
2.1 Safe Working Environment
It is understood that the client’s home is classified as a workplace for the purpose of a cleaning service. Therefor it is the client’s responsibility to provide to the best of their ability an environment that is safe to complete work.
To limit the chances of heat related illness:
On days above 26 degrees Celsius, please turn on fans and open windows, or when appropriate aircons.
On days above 30 degrees Celsius, please turn on fans, open windows and turn on available aircons.
On days where temperatures do not exceed 20 degrees Celsius, please close windows or turn on heating.
Please Note: if client is not home during the service, service provider has the rights to turn on fans and air conditioners and open windows as needed. All fans, aircons and windows will be returned to the state that they were found in upon arrival. If client refuses to provide a safe working environment, we may be unable to complete your service, in these rare situations clients may still be charged up to the full cost of the service.
To limit the chances of animal related injuries:
Clients must notify of any dangerous animals on the premises.
All dangerous animals are secured for their safety and the cleaner's.
Please Note: if you fail to notify of or secure dangerous animals the service may be cancelled, in these rare situations the client may still be charged up to the full cost of the service
Reporting hazards in the home:
Client must report all known hazards as soon as reasonably possible
Clients must take measures to reduce or remove hazards
2.2 High risk tasks/safe work practices:
Cleaners are not permitted use ladders beyond reasonable height (approx. 1.5m high)
Cleaners are not permitted to use any ladders provided by clients as these ladders have not been approved and marked as safe for use.
Cleaners will not climb over furniture or household items to reach areas of the house (if it is not accessible it will not be cleaned).
Cleaners will not work in poorly lit areas, if the lights do not work there is an increased risk of trips, slips or falls and injuries.
Cleaners reserve the right to refuse service in homes that are excessively hot or cold.
3.0 Payment & Fees
3.1 Payment Methods
Accepted forms of payment include bank transfers and cash payments.
Cash payments are to be made on the day of service before the start of the service.
Bank details can be found on the bottom of invoices that are sent after the completion of services.
Please note: All invoices will be delivered via email, all clients are required to provide an email prior to service for invoice delivery.
3.2 Due Dates
Payment due dates are located on service invoices; payment terms are dependent on service type and frequency.
3.3 Late Fees
All clients will receive an automated payment reminder the day before and the day that payments are due. Payments not received by their due date will automatically incur a 2% monthly fee (calculated and added daily) of total due for administration fees and interest lost.
3.4 Non-Payment
Deposits for large jobs above $700 may be required. These services would include but not be limited to end of lease cleans, pre- and post-sale cleans, new build cleans, large commercial cleans and larger deep cleans.
3.5 Deposits
The company reserves the right to suspend ongoing or future services for non-payment, up until the time that the overdue amount is entered into a payment plan or paid in full.
Cancellations & Rescheduling
Notice period for service cancellation require minimum three (3) hours’ notice except in certain emergency situations such as medical emergencies or unforeseen natural disasters. Failure to provide adequate notice of service cancellation will result in a charge up to the full amount of scheduled service.
4.0 Liability, Damages & Suspected Theft
4.1 Notification of Incident
Client must report minor damage/breakage (less than $1,000) within 24 hours and major damage/breakage (more than $1,000) within 12 hours. Any suspected theft must be reported within 24 hours for an immediate investigation, including speaking with the attending staff member/s and for more serious accusations police reporting.
4.2 Client Provided Equipment
Any damages or breakages resulting from equipment or chemicals requested to be used or provided by the client is the responsibility of client.
4.3 Client Responsibilities
Clients agree to the following:
Provide detailed instructions for specific requests in advance. It is essential for scheduling purposes and equipment preparation that special requests such as but not limited to fan cleaning, window cleaning etc. be organised in advanced.
No direct service changes with the cleaner; all communication must go through management to ensure the change of schedule and equipment preparation is accounted for.
5.0 Media & Marketing
5.1 Media
Clients agree that the company holds the right to take before and after photos of services for quality assurance purposes. Before and after photos help to resolve any issues that may arise during or after services.
All photo content will be held in line with Australian Privacy Act, they will be securely held in an online database and deleted from staff members phones upon uploading.
Please note: Cleaners will not request your permission to take before and after photos. Clients may not refuse or intimidate cleaners who are taking before and after photos. Clients refusing or demanding cleaners do not take photos may have their service cancelled, in these rare situations the client may still be charged up to the full cost of the service.
5.2 Marketing
The company will always gain consent from the client before using any content taken during services for marketing purposes, this includes being used on social media, website and collateral material.