Failure to Provide Access
Recognising the Importance of Time: Respecting Yours and Ours, and Our Cleaning Team’s
We deeply value the preciousness of time, striving to honor not only your time but also the time of our diligent cleaners. We kindly request that you consistently keep in mind the arrangement we’ve made regarding key placement before the commencement of services or ensure someone is present at your residence to grant access to your cleaner. We completely understand the frustration a cleaner feels when they arrive at your home and encounter barriers to entry.
In cases where the cleaner arrives and faces difficulty accessing your home, we will promptly attempt to establish communication via phone and/or email with the designated contact person(s). Should our efforts to reach the designated contact person(s) go unanswered for more than 15 minutes, a cancellation fee equivalent to the 30% +gst of the quoted service cost will be incurred. We wholeheartedly empathize with potential delays due to school drop-offs, work obligations, and similar scenarios.
However, if timely communication is established and access is granted within 30 minutes of the cleaner’s arrival, standard cleaning procedures will commence. In such instances, a nominal fee of $55 will be applied to account for the time lost and the inconveniences incurred.
Late Cancellation
Dedicated to Seamless Experiences: Necessity of Policies for Smooth Operations
Our unwavering commitment to providing our valued customers and dedicated workers with exceptional experiences underscores the importance of implementing certain policies that ensure the efficiency of our operations. Giving adequate notice for cancellations is vital as it enables us to reorganise our schedule and allows other customers the opportunity to fill vacated appointment slots.
An abrupt cancellation creates an empty space in our schedule that could have accommodated another customer, and it also affects the earnings of our staff. The cancellation fee serves to fairly compensate our cleaners for the income they would have earned on that particular day.
For our loyal patrons with a track record of responsible scheduling, we are inclined to waive any cancellation fee when provided with sufficient notice. We fully understand that unforeseen circumstances, such as illness, injury, or personal emergencies, can arise.
We always strive to collaborate with you in rescheduling appointments when necessary. Should the need arise to reschedule an appointment on short notice, and we are able to find an alternative day or time slot that suits both parties, no fee will be applied. This reflects our dedication to fostering flexible and mutually beneficial interactions.
In the event of a cancellation with less than 48 hours’ notice, a charge equivalent to 30% +gst of the quoted price will be incurred. This fee is expected to be settled within 24 hours. Naturally, our aim is to avoid resorting to these cancellation fees whenever possible. We are committed to exploring mutually agreeable solutions should you find yourself needing to cancel or reschedule.
Payment Terms
Single-instance, move-out, and initial cleaning:
For all individual, move-out, and initial cleaning sessions, we kindly request a 30% deposit prior to the cleaning session followed by settling the remaining balance on the day of the service. A charge of 10% will be added on-top of the invoice if payment is not made within 3 days, then 5% for each day thereafter.
If an invoice has not been paid after 21 days, it will be forwarded to a collection agency.
These payment terms differ for commercial clients.
Commercial Clients
Invoices and payment arrangements for commercial clients will be determined on an individual basis, taking into account the unique circumstances of each case.