Terms and Conditions
General
We appreciate your business and want to make sure we meet your expectations. By using our service, you have agreed to be bound by our terms and conditions and are satisfied with the overall service provided by our company.
You may meet us at the property at the time provided to allow property access. Your attendance to the property on the day of your booking is not compulsory. Keys can be left for us (e.g. in the meter box or letterbox) to get access to the property. Nonetheless, we require at least that the person responsible for booking the cleaning must be contactable by phone. The key will be left in the same location on completion and a text message will be sent to advise clean has been completed.
Photographic images will be taken before (if any damage is noted upon arrival or if there is excessive dirt/build-up), during (if required) and at the end of the cleaning service. These images will be used for the purpose of evidence should there be any disputes.
Detox Cleaning require 50% deposit upon booking in a confirmed date and the remaining balance paid no later than 24 hours prior to the cleaning. If any further charges are incurred during the clean this will be invoiced to you and due upon completion. We accept payment by direct deposit or cash.
Detox Cleaning accepts no responsibility for bonds held back by real estate agents, Property management companies or owners nor for additional rent charges or other such charges accrued.
It is the client’s responsibility to provide access to property including parking at the nearest location. Any expenses related to meter paid car parking will be added to the service cost.
Under no circumstances will refund claims be considered once the job has been completed.
The client must agree to allow a re-clean/touch up clean or an inspection of any work deemed unsatisfactory before a third party is arranged to conduct service. Full payment is required before we attend for any re cleans.
Detox Cleaning reserves the right to cancel service (full refund to client); void service warranty (no refund provided); and/or cancel re-clean (no refund provided) if a client is abusive, unreasonable, threatening or intimidating to any of our team members.
A non refundable deposit (50%) off all services cancelled within 24 hours of booking date or on due date. This is for all services cancelled or delayed due to services not required or to bookings not going ahead to delayed trades.
Quotes
All quotes are estimates only. The price you have been quoted is based on a regular end of lease / vacate cleaning service for a reasonably clean, empty property. Any homes that are very dirty or have had tenants evicted will incur an additional charge. This will be discussed with the customer on the day when we arrive at the property.
Excessively soiled areas found at properties or poorly maintained properties will incur extra charges which will be informed before work commences, or may result in service cancellation with the deposit refunded to the client - less $100 service fee.
If a quote variation is required, client will be notified before work commences. Once the quote variation is agreed, client is required to pay the additional cost as soon as possible. If the quote variation is not agreed, client may choose to cancel the whole service with the amount paid refunded within 3 business days. If quote variation is not agreed but client wish to proceed with the service, some items or all items of the service warranty will void.
Bookings
Booking cancellation: In the event that the appointment is cancelled by the customer within 24-hours of the scheduled service, the customer has agreed to pay Detox Cleaning a cancelation fee of half the deposit that has been paid.
Detox Cleaning holds all rights to cancel the job if we deem the condition of the property to be unsuitable for the safety, health or wellbeing of our team members.
Detox Cleaning reserves the right to re-schedule or cancel any job/bookings if the property is not as described either in condition or size, or if unexpected circumstances occur.
Services
Standard vacate cleaning package includes one kitchen, one laundry, one oven, one living area and one dining area.
Our team members are not responsible to move furniture or items around when cleaning the carpets. If cleaning behind or under a heavy item (weighted above 5kg) is required, clients will be required to move these items prior to the commencement of the service. No service warranty will be provided for that particular area if items are not removed.
Apartments and units above ground level with no access to lifts incur an additional charge, minimum of $150
We would like to inform that grout cleaning for the tiled areas is not part of our standard vacate cleaning package.
All personal belongings are to be removed before the commencement of service.
All rubbish is to be removed from the property; we will not be responsible for removal of any rubbish. Extra fees will be charged for rubbish removal.
Our standard steam cleaning will remove dirt, grime, dust, and most clear liquid spills.
If we are not advised of any stains that you made during your tenancy and these are not removed in a general steam clean. If we have to re attend to remove using stain removal products there will be an extra charge for this.
Extra charges may apply to heavily soiled carpets.
Some stains that are deemed permanent may not respond satisfactorily to any treatment. We don’t guarantee removal of permanent stains.
We do not guarantee 100% removal of pet hair. If the owner does not vacuum the carpet regularly then the hair gets penetrated into carpet fibres which can be very hard to remove and hence hard to achieve 100% results.
Mould in grout and silicone
Mould in grout and silicone – we do our best to remove mould from grout and silicone from kitchens and bathrooms. However it can be imbedded into the grout and silicon or other areas so we don’t guarantee removal.
Discolouration
Discolouration happens with normal wear and tear of the property or from products used (toilets - fake tan or harsh chemicals). Often grout, toilets and plastics can discolour so we don’t guarantee being able to clean back to the original colour.
Showers and Shower Screens
Shower and shower screen cleaning consists of applying a cleaning chemical solution to the shower tiles and screens and hand scrubbing the areas. We do not guarantee removal of calcium to the screens or tiles.
Shower aluminium frames
Shower door frames made from aluminium are prone to corrosion. Corrosion happens when aluminium is exposed to hard water, soap scum, dirt or when the outer layer of the metal reacts with other environmental elements
In addition to the dull and unsightly appearance, the corrosion can result in structural damages like cracks/pits and all these will lead to weakening and breaking of the frames. We don’t guarantee to be able to fully remove the corrosion.
Calcium removal off tiles
Our standard vacate clean of floor tiles is a general mop and doesn’t include calcium removal off floor tiles. Wall tiles are cleaned, and we do not guarantee removal of calcium off wall tiles.
Exhaust Fan Covers and Flyscreens
Please note that due to the sometimes-brittle nature of exhaust fans and fly screens (usually due to their age) that we do not take responsibility for these items if they break while we are cleaning them.
Service Warranty
Our Vacate / Bond Cleaning Guarantee means that we will return free of charge (full payment is required before we return) to rectify any issue the Managing Agent has with the cleaning providing no other person / tradesman has entered the premises after our clean.
No building or maintenance work has been carried out at the property during or after the cleaning has been finished including but not limited to; renovation work, flooring replacement/repair, painting and decorating, plumbing or electrical work and other such similar services.
The property being vacant on the day of cleaning and continue being vacant afterwards with no person(s) or animal(s) entering the house.
We take photos of each area upon completion as evidence
Our Vacate / Bond Cleaning Guarantee only applies to the service you have engaged us as listed on the invoice provided to you.
A re-clean will only be applicable upon receipt of a report from the Managing Agent clearly listing the problems with the clean along with the images which we will compare with the images we took upon completion of the clean.
All Customers acknowledge that our Vacate / Bond Return Guarantee is only applicable if you contact us within 3 calendar days of the performed Service.
We do not guarantee for natural events occurring over time. Items such as (but not limited to) settled dust, water marks, open windows, doors etc. An empty house can accumulate dust very quickly and is susceptible to dead insects and alike. We do not guarantee anything arising from these events
Service warranty does not include certain items:
External windows, glass and outside areas – these items/areas are not warranted due to weather circumstances. Examples of outside areas include balconies and patios, or any area that cannot be completely closed off.
BREACH BY THE CUSTOMER
If the customer fails to pay the whole or any part of the fees
We will serve a written notice to the customer requiring the outstanding amount of the fees to be paid
Failure to make payment we will submit the outstanding debt to a debt collection agency/court with all additional fees and charges payable by the customer.
If you require further clarification about the Terms and Conditions, do not hesitate to contact us
email - detoxcleaningsolutions@gmail.com