Terms and Conditions of Use

ARRIVAL WINDOW

When booking a time slot, please note that this is an arrival window. So, if you book for your cleaning team to attend at 8am, this means that your cleaner/s will arrive between 8-9am. When booking this will be listed in the email confirmation.

 

ALARM SYSTEMS, ACCESS CODES & KEYS

It is not necessary to be at home while we are there cleaning. If you have an alarm, make sure we have the key code so we can disarm the alarm when we arrive, and set it again when we leave. We’ll also need a house key or working access code (if needed) to access the property and perform our job. Due to the nature of running a business, your appointment starts from the time your cleaner arrives at the property, delayed access will result in shorter cleaning times so we don't run late for later appointments. A charge a $50 lockout fee if we have a confirmed appointment and can’t get in if lockout happens more than once and we are unable to complete the clean.

 

EQUIPMENT & PRODUCTS

We, the provider, come fully equipped with our own equipment and products, all maintained to a high standard. We do not use clients equipment. We spend all day, every day cleaning. We know exactly what chemical and equipment we are going to be able to use on the difference surfaces in your house. We will not use your, the clients, chemicals or equipment for a multitude of reasons. If for any reason you, the client insist we must use your equipment, if we (the provider) choose to accept equipment or chemicals supplied by you (the client) then our return guarantee is void and you understand that we, the provider, take NO responsibility or liability for any damages caused as a result of using equipment or chemicals provided by you, the client. In 99% of cases we will not accept, we have the right to refuse service.

 

PUBLIC HOLIDAYS POLICY

We do not provide our services on public holidays unless otherwise agreed to.

If your regular clean is falls on a public holiday your service will not be carried out, and it will act as a 'skipped' service and recommence on your next scheduled time. Should you wish to reschedule please contact us.

 

RESCHEDULING

Things happen. At one point or another for whatever reason, one of us is going to need to reschedule our cleaning. Communication is key. Call, text or email as soon as you know there is a conflict and we’ll do our best to reschedule your cleaning at the next earliest convenience. We will do the same. As long as we have a 24-hour notice there will be no $50 cancellation charge.

 

SICK POLICY

If you or your children get sick with a contagious illness (i.e. the flu, a cold, pneumonia, chicken pox etc.) please call and reschedule your cleaning. Even though we sanitize your house, it is possible that we might transport germs to the next house or become sick ourselves. And to be fair to all our customers we prefer to wait until you are well again. On our end, we may call in sick as well to protect you and your family if we or children we live with have a contagious illness. Together we can stop the spread.

​

PAYMENT TERMS

- Upon completion of your clean we will email you an invoice with your cleaning report attached. Your invoice is due within 7 days of invoice issue date unless otherwise agreed.

- Payments can be made by Credit or Debit card online, Bank Transfer, PayID, PayPal or Credit/Debit Card in person at the clean.

- Certain types of bookings require a booking fee of 40% to be paid at the time of booking, this applies to end of lease cleaning, certain specialty cleaning. Booking fees are non-refundable as we may need to arrange staff or specialty chemicals to be arranged for your specified job.

- Late Fee's or refusal of service may apply to clients making late payments for invoices, more than 2 times.

 

REFUND POLICY

No refunds will be issued agreed to in writing by us, the provider, and all parties have made reasonable attempts to rectify by other means.

​

GUARANTEE & DISPUTE POLICY

We endeavor to provide you a second to none clean each visit. If for any reason you are not 100% completely satisfied, please contact us within 24 hours of your service 0447511431 and we will do everything in our power to resolve the matter.

Should you have concern with our cleaning service you have received, we will work with you to make it right. Here's the procedure: 1) Call us within 24 hours of your cleaning and provide us with details of your concerns and/or issues. (5 days grace period is given for Move-in/Move-Out cleans *conditions apply) 2) We will re-schedule the clean at no cost to you within 2 business days (Mon-Fri). Our team will return to your home and address the areas of concern. 3) After the re-cleaning, if you still have fair concerns regarding the clean, we will review your issues once again, and depending on the issue, we may provide a credit or a refund to you if no resolution could be reached.

 

CLIENT OBLIGATIONS

1) OH&S Requirements. At all times you, the client must provide us the provider with a safe place to carry out work meeting OH&S minimums. We will not use your ladders or reach areas over a max height of 2.8 meters (ladder & cleaner combined height). Should we, the provider, feel it is unsafe for any reason, we will not carry out said task and note it on your cleaning report.

2) Zero Abuse Policy. We reserve the right to leave without notice should any abusive behaviour or condesending speech, belittling, threats, a;cohol/drug use or other be experienced or witnessed. Full payment is required. Future services will be cancelled. As the client, it is your responsbility to ensure your our staff are safe from abuse of any kind when entering your home

3) Dispute Resolutions/Guarentee Policy. Call us within 24 hours of your cleaning and provide us with details of your concerns and/or issues. We will re-schedule the re-attendance at no cost to you within 2 business days (Mon-Fri).

4) Parking. We ask that parking be made accessible for our cleaners. We come fully equipped with a cleaning caddy, chemicals and other equipment. It isn't feasible for us to walk long distances to be able to clean your home. For units with restricted parking, please arrange access.

​

PETS POLICY

We love pets as much as you do, but your pets don't know us. We are entering their home with lots of equipment, noisy vacuums and we may be there when you aren't present - many animals, especially dogs may perceive us as a threat. For this reason, all dogs must be restrained or locked outside if you are not present and actively watching them. For our own safety we will not go in the area where your dog is when you are not present, even if told the dog is friendly. So if you want something cleaned on the exterior areas of your home but the dog is there and unattended, please be aware those tasks will not be completed if the staff member attending your home is not familiar with the pet, and/or, uneasy about the pet for any reason.

 

FURNITURE POLICY

Yes, we move knick-knacks and all the little things, and yescan move small items of furniture to clean behind so long as they are under approx 8kg, can be moved safely by 1 person AND is not on delicate flooring such as polished timber. However, due to OH&S and the threat of damages, we don't move larger items over 8kg such as lounges, armchairs, beds, or large appliances like fridges, washing machines, and dryers. We will happily clean around them should you wish to move them prior to our arrival.

 

PROTECTION OF INTELLECTUAL PROPERTY & CONFIDENTIAL INFORMATION

We value and respect you, your home and your privacy. We promise to always protect your information and privacy and will never share any personal information, name, address or phone numbers without your written consent. If before and after images or videos showing work we completed at your home, we will ensure that there are no personal items or photos in the footage that could risk identifying you or your family.

 

PHOTOS & SOCIAL MEDIA

Should you not wish for any photos of your home to be used for the purpose of showing customers samples of our work, please let us know in writing so we can make note on your file. Using before and after photos of cleaning tasks in a client's home is a valuable asset to our company as it allows us to showcase our workmanship. When accepting our estimate you agree and consent to Clean Supreme Property Services using photos for the purpose of showing our workmanship on platforms such as, but not limited to, Facebook, Instagram, Tiktok, Google My Business profile & our website. Clean Supreme Property Services wants to ensure that your privacy will be protected and any photos used will not contain sensitive possessions such as client phots, children, pets, or anything that may identify you or your family. Clean Supreme Property Services retains ownership rights and copyright over the photos taken as proof of our workmanship. Clients should be aware that the photos may be used and published by the company without prior approval for promotional purposes. Clean Supreme Property Services also wants to ensure that you, our client understand that you have the right to refuse or revoke consent at any time.

 

TYPES OF SERVICES

We offer customized cleaning services including home general and deep cleaning services, short & midterm holiday letting cleaning services, AirBNB turnover services, bond cleaning services & pre/post sales cleaning services. By appointment only.  For domestic cleans we aim to provide you with the same regular cleaner each time for as long as possible, where it is not possible we will be in touch prior to your service. 

​

If you have any questions about our terms of service please feel free to reach out to us!