Policies
Quoting Policy:
As we provide online quotes, our pricing is based on the general information provided. However, if we arrive at your home and find that there are many items on surfaces or benches that need to be moved in order to properly clean underneath, including wiping and dusting the items themselves, this may add extra time to the clean and in such cases, we may need to adjust your quote to reflect the additional time required.
Call Out Fee:
We have a minimum call-out fee of $150. This ensures that our team can adequately allocate resources and commit to providing quality service. By implementing a minimum charge, we can maintain the reliability and sustainability of our operations while also covering the initial costs associated with dispatching our cleaners to your location.
What's Included in our Regular House Cleaning:
Our Regular House Cleaning includes tasks such as dusting, wiping, mopping, and vacuuming. Additional services like dishwashing, laundry, ironing, and changing bed linens are considered extras and will incur an additional charge. Please inform us of any extra services you require in advance so we can communicate these needs to our team. Rest assured, we’ll always confirm any additional charges with you prior to the service.
Weekend and Public Holiday Surcharge:
A surcharge applies to services scheduled on weekends and public holidays:
- 1.5% for Saturdays
- 2% for Sundays and public holidays
If your clean falls on a public holiday, we’ll reach out to confirm if you’d like to proceed or reschedule.
Payment for Initial / One-Off cleans:
A 50% prepayment based on the estimated quote is required before we begin any initial or one-off cleaning services. This ensures your booking is confirmed and guarantees the reserved cleaning slot.
Payment for Recurring Cleans:
For recurring services, payment is due upon completion of the clean or within 24 hours, unless otherwise arranged. An electronic invoice will be sent to your email or phone, and prompt payment helps avoid any late fees.
Late Payment Policy:
Payments should be made within 24 hours of the service. A 10% late fee may be added for each day the payment is delayed. Timely payment helps us maintain high-quality service and smooth operations.
Cancellation Policy:
We kindly ask for 24 hours' notice for any cancellations or changes to your appointment. Failure to provide sufficient notice may result in a cancellation fee of 50% of the service cost. Repeated last-minute changes may require us to reconsider your future bookings. This policy ensures we can fairly compensate our cleaning staff.
Fair-Charge Policy:
We provide an estimated time for each clean based on experience. If our estimate is slightly off, we will clean for up to 30 minutes longer at no extra charge. However, if more time is required, we’ll contact you immediately to discuss options and confirm any additional fees before proceeding.
Lockout Fee:
If we are unable to access the property at the scheduled time, a lockout fee equal to 90% of the total service cost will apply. This fee compensates for the time and resources allocated to the clean, which cannot be utilised due to the access issue.
Parking:
Please ensure that parking is available for our cleaners. If parking is limited, kindly provide details of nearby public parking or arrange for a private spot. Any parking fees will be added to the service bill. If parking is more than 100 metres from your property, additional charges may apply. In the case of no available parking after a 20-minute search, a cancellation fee may apply. For steam cleaning services, parking must be within 20 metres of the property.
Steam Cleaning:
For steam cleaning services, please ensure that parking is within a 20-metre radius of your property. If this is not possible, please contact us beforehand to discuss. Our Crystal-Clear-Commitment does not apply to steam cleaning, except in exceptional circumstances. While we aim to achieve the best results, permanent stains or marks that cannot be removed with professional steam equipment will not qualify for a re-clean.
Crystal-Clear-Commitment - 100% Satisfaction Guarantee:
Your satisfaction is our priority. If you're not happy with any aspect of our service, simply let us know within 24 hours, and we will return to resolve the issue at no additional cost. Please note that this policy does not apply to concerns raised after 24 hours or to areas that have been altered after our service.
Safety Policy:
The safety of both our clients and our team is of utmost importance. Our staff are required to wear closed-toe shoes during cleaning. We ask that clients inform us of any potential hazards, and we kindly request that large pets be confined during the cleaning session to avoid disruptions or accidents.
Hot Weather Policy:
On days where the temperature exceeds 30°C, we request that you turn on air conditioning to ensure the safety and comfort of our team. If this isn’t possible, please contact us to discuss alternatives.
Liability and Disclaimers:
We take the utmost care with your property. However, we cannot be held liable for any damages or accidents that occur during the cleaning process, unless caused by our gross negligence. In such cases, please contact us within 24 hours with photos of the damage. We will first attempt to repair the damage, and if that’s not possible, our Public Liability Insurance will help facilitate a resolution.
Privacy Policy:
We are committed to protecting your privacy. Any personal data we collect during the course of providing services will be securely stored and never shared with third parties.
Cancelling of Services:
If you wish to discontinue your service, please contact us 2 weeks prior to the scheduled date of your last clean. Early communication allows us to efficiently process your request and discontinue future bookings.
Exclusions:
Please note that the following areas are excluded from all bookings and are not covered by our services:
- Moving heavy/large furniture
- Grout cleaning of floors
- Cleaning ceilings
- Human/animal waste removal
- Stained silicone removal
- Removal of adhesives
- Paint removal
- Cleaning air conditioning filters
- Removal of fly wire screens
- Removal of curtains
- High-pressure cleaning
- Concrete stains
- Outdoor cleaning, including garages, gardens, pools, BBQ areas, and pest control.