Complaints and concerns
These terms and conditions constitute the full and complete service agreement (the “Agreement”) between you (the “Customer”) and Cleaning.com.au (“Cleaning.com.au”) of 46 Douglas Street, Milton QLD 4064, Australia for the provision of services by Cleaning.com.au.
Cleaning.com.au strives to achieve 100% customer satisfaction and will endeavor to resolve the problem quickly and efficiently. If a service has been proven to not have been completed to an acceptable standard and Cleaning.com.au agrees to rectify the issue (at its discretion), the customer may be offered any of the following as deemed appropriate by Cleaning.com.au:
- A partial or full refund;
- Re-supply of the Service without charge;
- Such other remedy as deemed appropriate by Cleaning.com.au.
If the customer is dissatisfied for any reason with the service/s provided, their complaint or concerns must be submitted to our complaints department within 5 days of the completion of the job.
Any complaints should be sent to firstname.lastname@example.org with a description of the problem;job completion certificate as well as photographs that clearly show what the issue is so we can resolve it.
All complaints are handled via e-mail to avoid communication errors. We do not deal with complaints over the phone under any circumstance.
Please note: although steam cleaning is the industry recommended method for stain removal we are unable to offer any guarantees for the removal of stains without first inspecting the condition of the carpet.
Additions and Amendments
Any changes to the service/s (that was not included in the final quote) to be provided must be agreed by Cleaning.com.au prior to the booking time.
If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact Cleaning.com.au by telephone, who may agree to provide the additional at our discretion.
If there is more than 10 steps to be climbed to do the job you will be charged $15 lifting fee. If you do not inform us that you have stairs or did not read the terms and conditions this fee is applicable regardless and the job cannot be done unless it is paid.
The Cleaner is not authorized to agree to any changes to the Service being provided. The Customer must not request such changes directly from the Cleaner.
Customer Requisites and Warranties
The Customer is required to and warrants that:
They will provide a safe working environment at the premises for the cleaner to perform the service booked.
The floors must be vacuumed by the customer prior to the arrival of the technician.
We will call the customer to let them know that the technician is on his way to the address. Please do not wait around as we estimate the arrival time within a window of one hour. ETA’s are occasionally subject to change (we will inform you with sufficient notice in case of such changes).
The customer must be contactable. We will call prior to sending the technician to your address to confirm that everything is ready and someone is home, if you do not answer our confirmation call we will go to the next job and you will need to re-book your appointment.
The cleaner will have unencumbered and unobstructed access to those areas of the premises requiring the service.
They will provide the cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the cleaner to provide the service.
The customer will advise Cleaning.com.au prior to the commencement of the service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises;
By booking an appointment with Cleaning.com.au the customer has authorized the use of the premises by the technician at the allocated time to be able to provide the service.
If the Customer requires the Cleaner to clean behind or under any heavy items (eg. a fridge, bookshelf, or other furniture), the customer must those items prior to the commencement of the Service; and
The customer will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewelery, works of art, antiques, or items of sentimental value prior to the commencement of the service.
Health and Safety Risks
In addition to the obligations and warranties set out in section 3 (above), the customer acknowledges and agrees that:
The technician is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the premises.
The cleaner reserves the right to, either before or during the provision of the service; choose not to provide or cease the provision of the service if there is a risk to his/her health and/or safety at the absolute discretion of the technician.
The customer acknowledges that Cleaning.com.au invests significant resources in recruiting, selecting and training its carpet cleaning technicians. Unless Cleaning.com.au gives prior written permission, the customer must not, directly or indirectly, engage, employ or contract with any Cleaning.com.au employee to provide domestic services to the customer or any associate of the customer for any period during which services are being provided by Cleaning.com.au or for a period within 12 months after the conclusion of any such service.
The customer acknowledges that Cleaning.com.au may suffer loss and damage; including, without limitation consequential loss, as a result of a breach of this condition by the Customer.
The quoted price to be paid by the customer is calculated based on the amount of time needed to be worked by the cleaner to provide the service requested.
Any price quoted by Cleaning.com.au is an estimate based on Cleaning.com.au’s experience, without inspection, and based on information provided by the customer. Subject to this clause, quotes are valid for a period of 30 days from the date of the quote.
If at the commencement or during the course of providing the service, it is apparent that the actual cost of the Service will exceed the quote provided by Cleaning.com.au, Cleaning.com.au will provide the Customer with the option to pay an increased fee to complete the service, or pay the quoted amount without the additional service/area being completed.
The customer must inform Cleaning.com.au whether any cleaning services required are for an ‘end of tenancy’ at the time of quotation.
The customer may make a booking either by telephone, email or on the Cleaning.com.au website
At the time of booking the customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the premises;
Cleaning.com.au provides all final quotations at the time of booking.
If paying by card, the customer agrees to provide Cleaning.com.au with their valid credit card details before the technician commences the job, and authorizes Cleaning.com.au to debit any card with an amount equal to any service and/or cancellation fees that may apply under this agreement.
The customer agrees to pay a 2% surcharge on any card payment.
Cleaning.com.au reserves the right not to accept a booking for any reason.
The customer agrees to pay the price quoted by Cleaning.com.au in full on the day of the service prior to the job being undertaken by the cleaner, unless otherwise agreed in advance with Cleaning.com.au at our discretion. We do not accept payment before the technician has arrived to inspect the property
If the customer is not home at the allocated address at the designated time, Cleaning.com.au will use reasonable endeavors to contact the customer for payment. In the event that Cleaning.com.au cannot contact the customer or payment is not made by the service time, the customer will be deemed to have canceled the service, and the customer must pay any requested cancellation fees or charges due set by Cleaning.com.au.
Payments may be made via credit card, cheque or in cash.
Unless specified otherwise, all prices and quotations are expressed to be GST exclusive amounts.
If GST is payable in respect of any thing supplied to the customer under this Agreement, then the amount which the customer is obliged to pay for that supply (Original Amount) will (subject to the receipt of a valid tax invoice) be grossed up so that Cleaning.com.au receives an amount which, after subtracting the GST liability of Cleaning.com.au, results in Cleaning.com.au retaining the original Amount.
Cleaning.com.au accepts payment when the cleaner arrives at the address on the spot prior to the technician commencing the job.
In the case where Cleaning.com.au makes an exception at its discretion to invoice the customer prior to the job being completed. Payment must be made within 24 hours of the invoice being sent.
In addition to the amounts set out above, the customer agrees to indemnify Cleaning.com.au for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Cleaning.com.au in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the customer) arising out of a breach of these terms including the failure by the customer to pay an amount by the due date.
If the technician fails to attend the premises within 1 hour of the service time booked and does not provide the requested service, Cleaning.com.au may offer, at it’s discretion some kind of concession or discount. However if the technician has not arrived at the address due to weather or other circumstances out of Cleaning.com.au’s control, Cleaning.com.au will inform the customer and rebook the appointment at the original quoted price
Exclusions and limitations
The only conditions and warranties which are binding on Cleaning.com.au in respect of the state, quality or condition of goods and services supplied by Cleaning.com.au to customers are those imposed and required to be binding by statute (including the Trade Practices Act 1974).
To the extent permitted by statute, the liability, if any, of Cleaning.com.au is, at Cleaning.com.au’s option, limited to and completely discharged by the resupply of the Service. Cleaning.com.au is not responsible for:
– not completing or providing the Service as a result of a breach of a warranty by the customer in Section 3 (including a failure by the Customer to provide proper materials, utility services, a safe working environment or unencumbered access to the Premises); or
– not completing or providing the service as a result of the cleaner not proceeding for health and safety reasons under Section 4;
– any loss or damage incurred by the customer or any third party as a result of the effects of a force measure, being any event beyond the reasonable control of Cleaning.com.au;
– not completing or providing the service due to an act or omission of the customer or any other person at the premises during provision of the service;
– existing dirt, wear, damage or stains that can not be completely cleaned or removed;
– any stains that have been per-treated by the customer as this can be damaging to the carpet.
– any wear or discoloring of fabric or surfaces becoming more visible once dirt has been removed;
– any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the premises; or
– the cost of any key replacement or locksmith fees, unless keys were lost by Cleaning.com.au or the cleaner.
Except as provided in this clause, all conditions and warranties implied by law in respect of the state, quality or condition of the Service which may apart from this clause be binding on Cleaning.com.au are excluded.
The Customer acknowledges that the results of any services provided may vary depending on a number of factors (including materials used, equipment provided, time elapsed since Premises was last cleaned, and nature of cleaning required), and that Cleaning.com.au gives no guarantee as to the actual results of the Service.
Except to the extent provided in this clause, Cleaning.com.au has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by Cleaning.com.au (including any loss caused by, or resulting directly or indirectly from, any failure, defect or deficiency or any kind of or in the products used or services provided by Cleaning.com.au).
The customer indemnifies Cleaning.com.au against:
All losses or liabilities arising directly or indirectly as a result of the provision of the Service including all losses or liabilities caused as a result of a breach of the warranties of the customer set out in Section 3; and
All legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Cleaning.com.au in connection with a demand, action, arbitration or other proceeding (including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of a debt from the Customer).
Accidents, breakage, damage & theft
The Customer must inform Cleaning.com.au of any incident where an accident, breakage, damage to property or theft has occurred due to any act of the Cleaner within 24 hours of completion of the Service. This report must be submitted via E-mail to email@example.com
To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to Cleaning.com.au within 24 hours of completion of the Service.
To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of Cleaning.com.au under these terms and conditions: cash, jewelery, art, antiques, and items of sentimental value.
The Customer must provide Cleaning.com.au with at least 24 hours notice prior to the service time, if they wish to suspend, postpone or cancel the service for any reason.
In the event that such notice has been given, Cleaning.com.au will endeavor to reschedule the service if required.
In the event that the customer does not provide 24 hours notice prior to the commencement of the service, the customer agrees to pay a cancellation fee equivalent to 2 hours cleaning (inclusive of GST) for administrative costs and loss.
Fee for non-access to premises
In the event that the customer does not provide unencumbered access to the premises for Cleaning.com.au or its Cleaners to provide the Service, the Customer agrees to pay a cancellation fee equivalent to 2 hours cleaning (inclusive of GST) for administrative and travel costs.
This agreement may be terminated by the customer by providing at least 24 hours notice prior to the service time.
Subject to these terms and conditions, Cleaning.com.au may terminate this agreement by providing the customer with at least 24 hours notice prior to the service time.
Cleaning.com.au may terminate this agreement with immediate effect if the customer is in breach of this agreement, and in the opinion of Cleaning.com.au, that breach is incapable of remedy.
The customer acknowledges that any information provided by the customer may be used by Cleaning.com.au for the purpose of providing the service. Cleaning.com.au agrees not to share any information provided by the customer with any third party not directly involved in the provision of the Service (unless required to do so by law).
The customer agrees to Cleaning.com.au communicating with them electronically and/or via other means in order to provide the Service or for reasons related to the provision of the Service.
Cleaning.com.au will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorised access or disclosure, alteration or destruction.
Communication by us
As a condition of registering for Cleaning.com.au , you consent to us sending you Administrative Emails and Promotional Emails. In this document:
– ‘Administrative Emails’ involve details of account activity and purchases you have made.
Changes to this agreement
Cleaning.com.au reserves the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on its website. Each updated agreement will take immediate effect after it has been published on the website.
The Customer agrees that any use of the Service following any such change, whether as a single job or as part of a regular cleaning schedule, constitutes their agreement to follow and be bound by the terms and conditions as changed.
Law & jurisdiction
The customer and Cleaning.com.au acknowledge and accept that this agreement shall be construed and interpreted in accordance with the laws of Queensland and both agree to submit to the exclusive jurisdiction of the courts of Queensland in the event of any dispute.
Invalidity of Specified Agreement
The customer agrees that if any term or provision is held invalid, void or unenforceable, then that provision will be considered no longer applicable however the remaining terms and provisions shall continue to be binding.
The content of this agreement is protected by international copyright laws and may be used for personal reference only. Subject to applicable law, permission to copy, alter, reproduce, publish, transmit and/or otherwise distribute this content is forbidden without first obtaining the prior written permission of Cleaning.com.au .