TERMS AND CONDITIONS

NOTE: YOUR USE OF OUR SERVICES CONSTITUTES YOUR AGREEMENT TO BE BOUND BY THESE TERMS AND CONDITIONS. PLEASE BE AWARE OUR TERMS AND CONDITIONS ARE SUBJECT TO CHANGE WITHOUT NOTICE AT OUR SOLE DISCRETION.

BOND CLEAN

INTERPRETATION: In these terms and conditions, the following words shall have the following meanings:

• “Bond Cleaning Guarantee” means that We will return free of charge to rectify any issue the Managing Agent has with the cleaning (under governance of the Residential Tenancies and Rooming Act 2008) provided by Us within the bounds of these Terms and Conditions and our Inclusions and Exclusions. This guarantee refers only to our willingness to revisit and rectify identified issues; it is not a guarantee of full bond recovery, which remains at the discretion of the Managing Agent.
• "Bond Cleaning Standards" means cleanliness in the Property that would pass the Managing Agents scrutiny (under governance of the Residential Tenancies and Rooming Act 2008) and enable release of the bond to the Customer.
• "Cleaner/s" means any person who performs the Service provided to you by Us.
• "Customer" or "You" means any person who purchases services from Cleans and Moves
• "Heavily Soiled" means the existence of additional grime, dust or dirt that has been identified to exist at higher levels than that generally found in a residence.
• "Managing Agent" means the agent who manages the rental affairs of the property. For instance, a Real Estate agent.
• "Property" means the property that is requiring a Bond Clean.
• "Reasonable endeavours" means that We have used reasonable effort and relied on the information that is available to us at that particular point in time.
• "Service/s" means any service that the client would like performed from those Services we offer.
• "Terms and Conditions" means the terms and conditions of supply contained within this webpage and any conditions agreed in writing by Us.

GENERAL:

• These Terms and Conditions shall apply to all contracts for the supply of Services by Us to the Customer and shall prevail over any other documentation or communication from the Customer.  This is the entire agreement and no other agreement whether verbal or in writing will have any impact on this agreement unless such change is confirmed in writing by Us.
• Inappropriate behaviour. We do not tolerate inappropriate behaviour by the Customer towards Us or our cleaners that harasses, intimidates, threatens or uses fear (either verbally, written or physical), this includes explicit language, racism and defamatory remarks. We will take whatever action is necessary (including legal action) against any person who is involved in threatening or abusive behaviour. We reserve the right to terminate any Services immediately without refund (subject to the law).
• A complete list of our Bond cleaning inclusions and exclusions can be found on our website

PRICING:

• All quotes are estimates only. Quotes are based on the estimates of an average house and room
• We use reasonable endeavours to quote as accurately as possible however at times quotes are subject to change based on Us or the Customer identifying additional factors. Such factors are:
• The Property is not as described by the Customer. For instance, the property has an additional room such as a bedroom, toilet, living area or study or if applicable additional blinds or different blinds than described.
• The condition of the Property is Heavily Soiled. A Heavily Soiled room or residence may require extra time or chemicals to clean to ensure the room or Property is up to Bond Cleaning Standards as defined by the Managing Agent under the governance of the Residential Tenancies and Rooming Act 2008.
• A part of the Property requires a specialist service to clean the area. This includes any areas We deem dangerous such as windows at heights or areas that require a specific skill and or equipment to make the area up to Bond Cleaning Standards.
• Any area within the Property including possible contents that fall outside the agreed service as defined within the cleaning schedule.
• The Cleaner has incurred additional costs such as parking fees or Property key pickup fees.
• The Customer's original requirements are altered. For instance, the Customer requires a particular item to be cleaned.
• Removal of rubbish or personal effects.
• We reserve the right not to clean an item/area within the Property (at no discount price to the Customer) if the item may pose a possible risk to the Cleaner. For instance, a cracked or broken power point, dangerous light fitting or working at heights. In such an instance the Customer will be notified, and the Customer agrees that the Bond Cleaning Guarantee related to that area or item is void and no such warranty will apply.
• It is understood some items will be subject to wear and tear, and some items may be unable to be cleaned due to long-term or excessive exposure or contact with a build-up of grime, in these instances, if identified no warranty will apply to these areas or items

ACCESS:

• It is the Customer’s responsibility to always be contactable especially on the day of the booking. If for any reason we are unable to contact the Customer, we will continue the job using reasonable endeavours. Failure to be contacted may result in the job being incomplete.  In this event, if we are required to return to the Property, a return fee will be applicable based on the number of hours the cleaner is required at the Property.
• It is the Customers responsibility to inform us if parking will be an issue and/or to assist us in finding a suitable place to park in close proximity of the property.
• It is solely the Customers responsibility to give access to the Property to the Cleaner on all occasions and ensure the Property is safe to work in at all times. 
• If the Property is not accessible by key or we are unable to enter at the agreed time, the Customer agrees to a $154 per hour non-access fee up to the full amount of the total cost of the job, and the Customer agrees this is reasonable given the Cleaner will have forfeited the opportunity to do a clean elsewhere when this clean for You has been booked in.
• A key collection location may be agreed upon with the Cleaner in writing (SMS or email) and may be subject to additional charges pending how far the location of the pickup area is to the property. 
• Failure to gain access to the Property will result in an additional $70 cancellation fee or a $70 postponement fee, postponements will be subject to availability.
• Our Cleaners require unobstructed access to all areas of the Property that requires the Service.
• The Customer agrees to allow photographic images to be taken of the Property, before, during and at the end of the Service, these images will be used strictly for the purpose of recording before and after images for quality assurance and proof of limitations if applicable.
• Customers are required to provide our Cleaners access to electricity and running water at all times when the Cleaners are providing the Services or inspecting the Property. This is a mandatory requirement for a Bond Clean. If the Property does not have electricity and running water connected, the Cleaner will do their best without these utilities, however the Bond Cleaning Guarantee will not be applicable. In such an event Cleans and Moves will contact the Customer to get further instructions and come to an agreement with the best way to proceed. Cleans and Moves is able to supply a Generator to complete the clean if no power is connected however this will come at an additional charge and must be arranged prior to commencement of the Bond Clean.
• If our Cleaners are required to clean behind or under a heavy item such as a fridge, stove, washing machine, bookshelf or any other item deemed heavy (weighted above 5kgs), the Customer will be required to move these items prior to the commencement of the service at the Customers own risk and cost. Unless agreed upon in writing if the heavy item/s are not removed the Customer voids the Bond Cleaning Guarantee for that particular area.
• Before our Cleaners start the cleaning, the Customer is required to remove all personal belongings such as furniture, art, etc. prior to the commencement of any Service. We endeavour to be both careful and safe however we take no responsibility for any damage that may be caused at the time of the service.
• All rubbish is to be removed from the Property including rubbish that may be in draws cupboards, bins and rooms. We will not be responsible for removal of any rubbish (inside the premise or outside), will not clean the area that rubbish is left and will not warrant the Bond Cleaning Guarantee in such an event. You have the right to negotiate with the Cleaner to remove the rubbish at an additional cost

JOB POSTPONEMENTS:

1. A $70 postponement charge will be applied for any Services postponed by the Customer on the due date of the Service.
2. If a Service is postponed by the Customer, the full monetary amount of that Service will be held as security by Us.

CANCELLATIONS / REFUNDS:

• If the Customer cancels their Bond Cleaning booking 5 days or more before the booked date, the Customer will receive a refund less a $50 administration fee.
• If the Customer cancels their booking less than 5 days but more than 24 hours before the booked date, then the Customer will be charged a $70 Cancellation or postponement fee. 
• If the Customer cancels their booking 24 hours or less from the booking date the customer will be charged a $250 cancellation charge.
• The Customer agrees these fees are a reasonable contribution towards the loss We and the Cleaners will suffer as a result of the very late cancellation given no other Services could be booked into that time slot to replace the Customer’s booked Services.
• We have the right to cancel the job if we deem the condition of the Property to be dangerous for the safety, health or the wellbeing of the Cleaners or if We are unable to access the Property as agreed. Same day cancellation fees will apply.
• We reserve the right to re-schedule or cancel any Service if the Property is not as described either in condition or size, or if unexpected circumstances occur.

PAYMENT:

• All bookings require a $250 deposit with the remaining due upon completion of the job. Payments for the Services are to be made via Eftpos or Cash. Unless agreed upon in writing, full payment is to be made on the day of completion of the Bond Clean.
• If the Customer wishes to book their Bond Clean and hold a date, as security they must provide all details and pay the $250 deposit.
• If the Customer is paying via bank transfer, they must send the remittance details to our office and allow 3 days for bank clearing. Failure to receive remittance advice or payment to our bank account at least 1 day prior, will result in cancellation of the Customer’s booked Services and a cancellation or postponement fee will apply.
• The Customer agrees that where we allow payment after the Services are provided, if We have not received payment in full for the Service within the period of one week of the original invoice date then a late payment fee of $55 and an admin fee of $8.80 applies for each week it is late after the 5 business days from the invoice date. 
• The Customer agrees if an invoice is over 3 weeks overdue it will be sent to a collection agency and will incur an additional fee of 33% of the balance of the invoice that the customer is liable to pay to the collection agency.
• In addition to the amounts set out above, the Customer agrees to indemnify Us for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and any other expenses incurred by Us in connection with a demand, action or other proceeding (including mediation, out of court settlement or any action taken to recover a debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay any amount by the due date
• At its sole discretion We reserve the right to report any non-payment to collection agencies including reporting non-payment to the credit Reference Association (CRA), the TICA database and your property agent. In doing this your credit rating may be affected and or ability to seek rental properties/credit in the future.
• The Customer consents to Us registering a security interest of our choice on the Personal Property Securities Register should we consider this necessary and also consent to Us engaging debt collectors to pursue you on our behalf for any outstanding funds. 

BOND RETURN GUARANTEE:

• Our Bond Cleaning Guarantee means that we will return free of charge to rectify any issue the Managing Agent has with the cleaning (under governance of the Residential Tenancies and Rooming Act 2008) provided by Us within the bounds of these Terms and Conditions and our Inclusions and Exclusions.
• Our Bond Cleaning Guarantee only applies to the Service You have engaged Us for. For instance, if You engage Us for a Bond Clean but not a carpet clean then Our Guarantee only covers the Bond Clean. Carpets are excluded from our Bond Cleaning Guarantee.
• Our Bond Return Guarantee does not include certain items. Please discuss with our team what is included in your bond clean. For instance, ceilings, garage walls or deep stains that require a professional third party to clean are not included in the Bond Cleaning Guarantee. Also, oven glass cannot be removed by the cleaners due to risk of potential damage/breakage. 
• A re-clean will only be applicable upon receipt of a report from the Managing Agent clearly listing the problems with the clean.
• We require 24-48 Hours, dated from the receipt of the report from the Managing Agent to reschedule a re-clean if required.
• A re-clean will only address the problems listed in the property manager / agents original report if applicable.
• After a re-clean, and subject to the consumer law, We will warrant any work for two days. Unless otherwise agreed upon in writing, if we have not heard from the Managing Agent or the Customer within 2 days (48 hours), We will consider the re-clean to have addressed any issues under the Bond Cleaning Guarantee and consider the job completed as per our Terms and Conditions.
• Until commencement and finalisation of this Service, these Terms and Conditions still apply (whether the service is a clean, re-clean or the waiting period between re-cleans and inspections).
• All re-cleans are subject to these Terms and Conditions.
• The Customer acknowledges that our Bond Return Guarantee is only applicable if they contact us within 5 business days regarding any issues (acting reasonably) together with the Exit Report 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 including all aspects of the Bond Return Guarantee.
• The Bond Return Guarantee is deemed null and void if the Property does not remain vacant after our Cleaners have cleaned the Property. The only exception to this clause is if the carpets are cleaned by a qualified carpet cleaner authorised by Us or you have an agreement in writing from Us.
• The Customer MUST book the Bond Clean to be performed once all the furniture is removed, the Property is no longer inhabited and all the necessary maintenance or other work to the Property has been completed.
• We will not be responsible for any incident that could be classified as an Act-of-God e.g. flood, storm, fire earthquake, cyclone and similar.

CLAIMS:

• We comply with the Australian Consumer Law in relation to service warranties however, we do not offer refunds for change of mind or any other reason.
• We have the right under the Australian Consumer Law to perform a re-clean or an inspection of any work deemed unsatisfactory before the Customer arranges a third party to conduct service. In the event we are not given the opportunity to do the reclean and inspect the Services claimed to be unsatisfactory, we will not be paying for any costs of a third party, again subject only to a directive of an authority in compliance with the consumer law.
• The Customer acknowledges that the guarantee is only for the services provided by Cleans and Moves, any services provided by other parties will not be included in Our guarantee.
• All care is taken during the Service. Some items are older and may be subject to ‘wear and tear’ and are prone to accidental breakage. Items like light fittings, fly screens and other perishable plastics are particularly prone. If You believe that any damage has been done beyond ‘wear and tear’ due to the Services, please provide in writing the damage with applicable photos.
• The Customer agrees to waive any right of claim against Us for any incidental or consequential loss or costs incurred, including but not limited to, rent payable and or loss of bond monies applied arising from the service.
• Any damaged areas of the property are to be disclosed to Us prior to the commencement of the clean, any damage that is found during the clean will be disclosed to the customer immediately. Cleans and Moves does not take responsibility of any damages at the property that occurred prior to the clean and the customer will need to provide proof if they believe Cleans and Moves staff caused any damage found, if they are unable to provide proof any cost related to the damage is the responsibility of the customer. In the event of damage occurring during the clean the staff member will be responsible for the repair/replacement costs of the damage and the customer will facilitate the opportunity for the staff member to have the damage repairs completed.
• If the Customer requires their fridge or freezer to be cleaned, then they are responsible for emptying and defrosting it in advance. Additional costs may apply.
• The Customer should inform Us about any incident where an accident, breakage, damage to property or theft has occurred due to any act of a cleaner within 24 hours of completion of the service.

COMPLAINTS:

• Any complaints must be made in writing and sent to hello@cleansandmoves.au
• Any complaints must be made within 48 hours of the performed Service.
• Complaints must include the Customers name, contact number, the date of the complaint and a detailed explanation of the complaint including any relevant documentation and notes.
• Complaints must also include what resolution the Customer would like.
• The Customer acknowledges that they have the ability to view our website and follow the complaints procedure.
• The Customer acknowledges that if they do not follow our complaints procedure, We have the right to dismiss the complaint and or take no further action at our discretion.



CARPET CLEANING

INTERPRETATION: In these terms and conditions, the following words shall have the following meanings:

• “Carpet Cleaning Guarantee” means that We will return free of charge to rectify any issue the Managing Agent has with the carpet cleaning (under governance of the Residential Tenancies and Rooming Act 2008) provided by Us within the bounds of these Terms and Conditions and our Inclusions and Exclusions.
• "Carpet Cleaning Standards" means cleanliness of the carpets in the Property that would pass the Managing Agents scrutiny (under governance of the Residential Tenancies and Rooming Act 2008) and enable release of the bond to the Customer.
• "Cleaner/s" means any person who performs the Service provided to you by Us.
• "Customer" or "You" means any person who purchases services from Cleans and Moves
• "Heavily Soiled" means the existence of additional grime, dust or dirt that has been identified to exist at higher levels than that generally found in a residence.
• "Managing Agent" means the agent who manages the rental affairs of the property. For instance, a Real Estate agent.
• "Property" means the property that is requiring a Carpet Clean.
• "Reasonable endeavours" means that We have used reasonable effort and relied on the information that is available to us at that particular point in time.
• "Service/s" means any service that the client would like performed from those Services we offer.
• "Terms and Conditions" means the terms and conditions of supply contained within this webpage and any conditions agreed in writing by Us.
  
  

GENERAL:

• These Terms and Conditions shall apply to all contracts for the supply of Services by Us to the Customer and shall prevail over any other documentation or communication from the Customer.  This is the entire agreement and no other agreement whether verbal or in writing will have any impact on this agreement unless such change is confirmed in writing by Us.
• Inappropriate behaviour. We do not tolerate inappropriate behaviour by the Customer towards Us or our cleaners that harasses, intimidates, threatens or uses fear (either verbally, written or physical), this includes explicit language, racism and defamatory remarks. We will take whatever action is necessary (including legal action) against any person who is involved in threatening or abusive behaviour. We reserve the right to terminate any Services immediately without refund (subject to the law).

PRICING:

• All quotes are estimates only. Quotes are based on the estimates of an average house and room
• We use reasonable endeavours to quote as accurately as possible however at times quotes are subject to change based on Us or the Customer identifying additional factors. Such factors are:
• The Property is not as described by the Customer. For instance, the property has an additional room such as a bedroom, living area or study or flooring is different than described.
• The condition of the Property is Heavily Soiled. A Heavily Soiled room or residence may require extra time or chemicals to clean to ensure the room or Property is up to Bond Cleaning Standards as defined by the Managing Agent under the governance of the Residential Tenancies and Rooming Act 2008.
• Any area within the Property including possible contents that fall outside the agreed service.
• The Cleaner has incurred additional costs such as parking fees or Property key pickup fees.
• The Customer's original requirements are altered. For instance, the Customer requires a particular item to be cleaned.
• Removal of rubbish or personal effects.
• We reserve the right not to clean an item/area within the Property (at no discount price to the Customer) if the item may pose a possible risk to the Cleaner. For instance, an area that is unsafe or unhygenic. In such an instance the Customer will be notified, and the Customer agrees that the Bond Cleaning Guarantee related to that area or item is void and no such warranty will apply.
• It is understood some items will be subject to wear and tear, and some items may be unable to be cleaned due to long-term or excessive exposure or contact with a build-up of grime, in these instances, if identified no warranty will apply to these areas or items

ACCESS:

• It is the Customer’s responsibility to always be contactable especially on the day of the booking. If for any reason we are unable to contact the Customer, we will continue the job using reasonable endeavours. Failure to be contacted may result in the job being incomplete.  In this event, if we are required to return to the Property, a return fee will be applicable based on the number of hours the cleaner is required at the Property.
• It is the Customers responsibility to inform us if parking will be an issue and/or to assist us in finding a suitable place to park in close proximity of the property.
• It is solely the Customers responsibility to give access to the Property to the Cleaner on all occasions and ensure the Property is safe to work in at all times. 
• If the Property is not accessible by key or we are unable to enter at the agreed time, the Customer agrees to a $77 per hour non-access fee up to the full amount of the total cost of the job, and the Customer agrees this is reasonable given the Cleaner will have forfeited the opportunity to do a clean elsewhere when this clean for You has been booked in.
• A key collection location may be agreed upon with the Cleaner in writing (SMS or email) and may be subject to additional charges pending how far the location of the pickup area is to the property. 
• Failure to gain access to the Property will result in an additional $70 cancellation fee or a $70 postponement fee, postponements will be subject to availability.
• Our Cleaners require unobstructed access to all areas of the Property that requires the Service.
• The Customer agrees to allow photographic images to be taken of the Property, before, during and at the end of the Service, these images will be used strictly for the purpose of recording before and after images for quality assurance and proof of limitations if applicable.
• Customers are required to provide our Cleaners access to electricity and running water at all times when the Cleaners are providing the Services or inspecting the Property. This is a mandatory requirement for a Carpet Clean. If the Property does not have electricity and running water connected, the Cleaner will do their best without these utilities, however the Carpet Cleaning Guarantee will not be applicable. In such an event Cleans and Moves will contact the Customer to get further instructions and come to an agreement with the best way to proceed. Cleans and Moves is able to supply a Generator to complete the clean if no power is connected however this will come at an additional charge and must be arranged prior to commencement of the Carpet Clean.
• If our Cleaners are required to clean behind or under a heavy item such as a fridge, stove, washing machine, bookshelf or any other item deemed heavy (weighted above 5kgs), the Customer will be required to move these items prior to the commencement of the service at the Customers own risk and cost. Unless agreed upon in writing if the heavy item/s are not removed the Customer voids the Carpet Cleaning Guarantee for that particular area.
• The Customer agrees that nobody will walk on the cleaned carpets for 48 hours after the carpet clean is complete, or during the process of cleaning, if anyone does walk on the carpets during this time the customer agrees that this will void the Carpet Clean Guarantee.
• Before our Cleaners start the cleaning, the Customer is required to remove all personal belongings such as furniture, art, etc. prior to the commencement of any Service. We endeavour to be both careful and safe however we take no responsibility for any damage that may be caused at the time of the service.
• All rubbish is to be removed from the areas to be serviced. We will not be responsible for removal of any rubbish, will not clean the area that rubbish is left and will not warrant the Carpet Cleaning Guarantee in such an event.

 

JOB POSTPONMENTS:

1. A $70 postponement charge will be applied for any Services postponed by the Customer on the due date of the Service.
2. If a Service is postponed by the Customer, the full monetary amount of that Service will be held as security by Us.

CANCELLATIONS / REFUNDS:

• If the Customer cancels their Carpet Cleaning booking 5 days or more before the booked date, the Customer will receive a refund less a $50 administration fee.
• If the Customer cancels their booking less than 5 days but more than 24 hours before the booked date, then the Customer will be charged a $70 Cancellation or postponement fee. 
• If the Customer cancels their booking 24 hours or less from the booking date the customer will be charged a $100 cancellation charge.
• The Customer agrees these fees are a reasonable contribution towards the loss We and the Cleaners will suffer as a result of the very late cancellation given no other Services could be booked into that time slot to replace the Customer’s booked Services.
• We have the right to cancel the job if we deem the condition of the Property to be dangerous for the safety, health or the wellbeing of the Cleaners or if We are unable to access the Property as agreed. Same day cancellation fees will apply.
• We reserve the right to re-schedule or cancel any Service if the Property is not as described either in condition or size, or if unexpected circumstances occur.

PAYMENT:

• All bookings require a $100 deposit with the remaining due upon completion of the job. Payments for the Services are to be made via Eftpos or Cash. Unless agreed upon in writing, full payment is to be made on the day of completion of the Carpet Clean.
• If the Customer wishes to book their Carpet Clean and hold a date, as security they must provide all details and pay the $100 deposit.
• If the Customer is paying via bank transfer, they must send the remittance details to our office and allow 3 days for bank clearing. Failure to receive remittance advice or payment to our bank account at least 1 day prior, will result in cancellation of the Customer’s booked Services and a cancellation or postponement fee will apply.
• The Customer agrees that where we allow payment after the Services are provided, if We have not received payment in full for the Service within the period of one week of the original invoice date then a late payment fee of $55 and an admin fee of $8.80 applies for each week it is late after the 5 business days from the invoice date. 
• The Customer agrees if an invoice is over 3 weeks overdue it will be sent to a collection agency and will incur an additional fee of 33% of the balance of the invoice that the customer is liable to pay to the collection agency.
• In addition to the amounts set out above, the Customer agrees to indemnify Us for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and any other expenses incurred by Us in connection with a demand, action or other proceeding (including mediation, out of court settlement or any action taken to recover a debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay any amount by the due date
• At its sole discretion We reserve the right to report any non-payment to collection agencies including reporting non-payment to the credit Reference Association (CRA), the TICA database and your property agent. In doing this your credit rating may be affected and or ability to seek rental properties/credit in the future.
• The Customer consents to Us registering a security interest of our choice on the Personal Property Securities Register should we consider this necessary and also consent to Us engaging debt collectors to pursue you on our behalf for any outstanding funds.  Collection agency fees are payable by the Customer.

CARPET CLEAN GUARANTEE:

• Our Carpet Clean Guarantee only applies to carpets that are able to be cleaned, damaged and extremely worn or old carpets that are not able to be cleaned properly will not be covered under the guarantee and the customer will be advised of this.
• Our Carpet Cleaning Guarantee means that we will return free of charge to rectify any issue the Managing Agent has with the carpet cleaning (under governance of the Residential Tenancies and Rooming Act 2008) provided by Us within the bounds of these Terms and Conditions and our Inclusions and Exclusions.
• Our Carpet Cleaning Guarantee only applies to the Service You have engaged Us for. For instance, if You engage Us for a Carpet Clean but not a bond clean then Our Guarantee only covers the Carpets. The remainder of the property is  excluded from our Guarantee.
• A re-clean will only be applicable upon receipt of a report from the Managing Agent clearly listing the problems with the clean.
• We require 24-48 Hours, dated from the receipt of the report from the Managing Agent to reschedule a re-clean if required.
• A re-clean will only address the problems listed in the property manager / agents original report if applicable.
• After a re-clean, and subject to the consumer law, We will warrant any work for two days. Unless otherwise agreed upon in writing, if we have not heard from the Managing Agent or the Customer within 2 days (48 hours), We will consider the re-clean to have addressed any issues under the Carpet Cleaning Guarantee and consider the job completed as per our Terms and Conditions.
• Until commencement and finalisation of this Service, these Terms and Conditions still apply (whether the service is a clean, re-clean or the waiting period between re-cleans and inspections).
• All re-cleans are subject to these Terms and Conditions.
• The Customer acknowledges that our Bond Return Guarantee is only applicable if they contact us within 5 business days regarding any issues (acting reasonably) together with the Exit Report 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 including all aspects of the Bond Return Guarantee.
• The Bond Return Guarantee is deemed null and void if the Property does not remain vacant after our Cleaners have cleaned the Property. The only exception to this clause is if the carpets are cleaned by a qualified carpet cleaner authorised by Us or you have an agreement in writing from Us.
• The Customer MUST book the Bond Clean to be performed once all the furniture is removed, the Property is no longer inhabited and all the necessary maintenance or other work to the Property has been completed.
• We will not be responsible for any incident that could be classified as an Act-of-God e.g. flood, storm, fire earthquake, cyclone and similar.

CLAIMS:

• We comply with the Australian Consumer Law in relation to service warranties however, we do not offer refunds for change of mind or any other reason.
• We have the right under the Australian Consumer Law to perform a re-clean or an inspection of any work deemed unsatisfactory before the Customer arranges a third party to conduct service. In the event we are not given the opportunity to do the reclean and inspect the Services claimed to be unsatisfactory, we will not be paying for any costs of a third party, again subject only to a directive of an authority in compliance with the consumer law.
• The Customer acknowledges that the guarantee is only for the services provided by Cleans and Moves, any services provided by other parties will not be included in Our guarantee.
• All care is taken during the Service. Some items are older and may be subject to ‘wear and tear’ and are prone to accidental breakage. If You believe that any damage has been done beyond ‘wear and tear’ due to the Services, please provide in writing the damage with applicable photos.
• The Customer agrees to waive any right of claim against Us for any incidental or consequential loss or costs incurred, including but not limited to, rent payable and or loss of bond monies applied arising from the service.
• Any damaged areas of the property are to be disclosed to Us prior to the commencement of the clean, any damage that is found during the clean will be disclosed to the customer immediately. Cleans and Moves does not take responsibility of any damages at the property that occurred prior to the clean and the customer will need to provide proof if they believe Cleans and Moves staff caused any damage found, if they are unable to provide proof any cost related to the damage is the responsibility of the customer. In the event of damage occurring during the clean the staff member will be responsible for the repair/replacement costs of the damage and the customer will facilitate the opportunity for the staff member to have the damage repairs completed.
• The Customer should inform Us about any incident where an accident, breakage, damage to property or theft has occurred due to any act of a cleaner within 24 hours of completion of the service.

COMPLAINTS:

• Any complaints must be made in writing and sent to hello@cleansandmoves.au
• Any complaints must be made within 48 hours of the performed Service.
• Complaints must include the Customers name, contact number, the date of the complaint and a detailed explanation of the complaint including any relevant documentation and notes.
• Complaints must also include what resolution the Customer would like.
• The Customer acknowledges that they have the ability to view our website and follow the complaints procedure.
• The Customer acknowledges that if they do not follow our complaints procedure, We have the right to dismiss the complaint and or take no further action at our discretion.

ALL OTHER SERVICES

INTERPRETATION: In these terms and conditions, the following words shall have the following meanings:

• "Staff" means any person who performs the Service provided to you by Us.
• "Customer" or "You" means any person who purchases services from Cleans and Moves
• "Heavily Soiled" means the existence of additional grime, dust or dirt that has been identified to exist at higher levels than that generally found in a residence.
• "Managing Agent" means the agent who manages the rental affairs of the property. For instance, a Real Estate agent.
• "Property" means the property that is requiring the Service.
• "Reasonable endeavours" means that We have used reasonable effort and relied on the information that is available to us at that particular point in time.
• "Service/s" means any service that the client would like performed from those Services we offer.
• "Terms and Conditions" means the terms and conditions of supply contained within this webpage and any conditions agreed in writing by Us.

GENERAL:

• These Terms and Conditions shall apply to all contracts for the supply of Services by Us to the Customer and shall prevail over any other documentation or communication from the Customer.  This is the entire agreement and no other agreement whether verbal or in writing will have any impact on this agreement unless such change is confirmed in writing by Us.
• Inappropriate behaviour. We do not tolerate inappropriate behaviour by the Customer towards Us or our cleaners that harasses, intimidates, threatens or uses fear (either verbally, written or physical), this includes explicit language, racism and defamatory remarks. We will take whatever action is necessary (including legal action) against any person who is involved in threatening or abusive behaviour. We reserve the right to terminate any Services immediately without refund (subject to the law).

PRICING:

• All quotes are estimates only. Quotes are based on the estimates of an average house, yard and room
• We use reasonable endeavours to quote as accurately as possible however at times quotes are subject to change based on Us or the Customer identifying additional factors. Such factors are:
• The Property is not as described by the Customer. 
• The condition of the Property is Heavily Soiled.
• A part of the Property requires a specialist service to clean the area.
• Any area within the Property including possible contents that fall outside the agreed service.
• The Cleaner has incurred additional costs such as parking fees or Property key pickup fees.
• The Customer's original requirements are altered. For instance, the Customer requires an additional item or area to be cleaned, repaired or other service to be carried out.
• Removal of rubbish or personal effects that was not a part of the original quote.
• We reserve the right not to service an item/area within the Property (at no discount price to the Customer) if the item may pose a possible risk to the Staff. For instance, a cracked or broken power point, dangerous light fitting or working at heights. In such an instance the Customer will be notified, and the Customer agrees that any Guarantee related to that area or item is void and no such warranty will apply.
• It is understood some items will be subject to wear and tear, and some items may be unable to be cleaned, moved or repaired due to long-term or excessive exposure or contact with a build-up of grime, in these instances, if identified no warranty will apply to these areas or items

ACCESS:

• It is the Customer’s responsibility to always be contactable especially on the day of the booking. If for any reason we are unable to contact the Customer, we will continue the job using reasonable endeavours. Failure to be contacted may result in the job being incomplete.  In this event, if we are required to return to the Property, a return fee will be applicable based on the number of hours the staff are required at the Property.
• It is the Customers responsibility to inform us if parking will be an issue and/or to assist us in finding a suitable place to park in close proximity of the property.
• It is solely the Customers responsibility to give access to the Property to the Staff on all occasions and ensure the Property is safe to work in at all times. 
• If the Property is not accessible by key or we are unable to enter at the agreed time, the Customer agrees to a $110 per hour non-access fee up to the full amount of the total cost of the job, and the Customer agrees this is reasonable given the Staff will have forfeited the opportunity to work elsewhere when this job for You has been booked in.
• A key collection location may be agreed upon with the Staff in writing (SMS or email) and may be subject to additional charges pending how far the location of the pickup area is to the property. 
• Failure to gain access to the Property will result in an additional $70 cancellation fee or a $70 postponement fee, postponements will be subject to availability.
• Our Staff require unobstructed access to all areas of the Property that requires the Service.
• The Customer agrees to allow photographic images to be taken of the Property, before, during and at the end of the Service, these images will be used strictly for the purpose of recording before and after images for quality assurance and proof of limitations if applicable.
• Customers are required to provide our Staff access to electricity and running water when required. This is a mandatory requirement for some services provided. If the Property does not have electricity and running water connected, the Staff will do their best without these utilities, however the and Guarantee will not be applicable. In such an event Cleans and Moves will contact the Customer to get further instructions and come to an agreement with the best way to proceed. Cleans and Moves is able to supply a Generator to complete the service if no power is connected however this will come at an additional charge and must be arranged prior to commencement of the Service.
• If our Staff are required to clean behind or under a heavy item such as a fridge, stove, washing machine, bookshelf or any other item deemed heavy (weighted above 5kgs), the Customer will be required to move these items prior to the commencement of the service at the Customers own risk and cost. Unless agreed upon in writing that the customer requires Cleans and Moves to remove the furniture at a quoted price, if the heavy item/s are not removed or other arrangements made, the Customer voids any Guarantee for that particular area.
• Before our Staff start the service (except removals), the Customer is required to remove all personal belongings such as furniture, art, etc. prior to the commencement of any Service. We endeavour to be both careful and safe however we take no responsibility for any damage that may be caused at the time of the service.
• Unless the service booked is rubbish removal, All rubbish is to be removed from the Property including rubbish that may be in draws cupboards, bins and rooms. We will not be responsible for removal of any rubbish (inside the premise or outside), will not clean the area that rubbish is left and will not warrant the Bond Cleaning Guarantee in such an event. You have the right to negotiate with the Cleaner to remove the rubbish at an additional cost

JOB POSTPONMENTS:

1. A $70 postponement charge will be applied for any Services postponed by the Customer on the due date of the Service.
2. If a Service is postponed by the Customer, the full monetary amount of that Service will be held as security by Us.

CANCELLATIONS / REFUNDS:

• If the Customer cancels their booking 5 days or more before the booked date, the Customer will receive a refund less a $50 administration fee.
• If the Customer cancels their booking less than 5 days but more than 24 hours before the booked date, then the Customer will be charged a $70 Cancellation or postponement fee. 
• If the Customer cancels their booking 24 hours or less from the booking date the customer will be charged a $250 cancellation charge.
• The Customer agrees these fees are a reasonable contribution towards the loss We and the Staff will suffer as a result of the very late cancellation given no other Services could be booked into that time slot to replace the Customer’s booked Services.
• We have the right to cancel the job if we deem the condition of the Property to be dangerous for the safety, health or the wellbeing of the Staff or if We are unable to access the Property as agreed. Same day cancellation fees will apply.
• We reserve the right to re-schedule or cancel any Service if the Property is not as described either in condition or size, or if unexpected circumstances occur.

PAYMENT:

• All bookings require a $250 deposit with the remaining due upon completion of the job. Payments for the Services are to be made via Eftpos or Cash. Unless agreed upon in writing, full payment is to be made on the day of completion of the Service.
• If the Customer wishes to make a booking and hold a date, as security they must provide all details and pay the $250 deposit.
• If the Customer is paying via bank transfer, they must send the remittance details to our office and allow 3 days for bank clearing. Failure to receive remittance advice or payment to our bank account at least 1 day prior, will result in cancellation of the Customer’s booked Services and a cancellation or postponement fee will apply.
• The Customer agrees that where we allow payment after the Services are provided, if We have not received payment in full for the Service within the period of one week of the original invoice date then a late payment fee of $55 and an admin fee of $8.80 applies for each week it is late after the 5 business days from the invoice date. 
• The Customer agrees if an invoice is over 3 weeks overdue it will be sent to a collection agency and will incur an additional fee of 33% of the balance of the invoice that the customer is liable to pay to the collection agency.
• In addition to the amounts set out above, the Customer agrees to indemnify Us for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and any other expenses incurred by Us in connection with a demand, action or other proceeding (including mediation, out of court settlement or any action taken to recover a debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay any amount by the due date
• At its sole discretion We reserve the right to report any non-payment to collection agencies including reporting non-payment to the credit Reference Association (CRA), the TICA database and your property agent. In doing this your credit rating may be affected and or ability to seek rental properties/credit in the future.
• The Customer consents to Us registering a security interest of our choice on the Personal Property Securities Register should we consider this necessary and also consent to Us engaging debt collectors to pursue you on our behalf for any outstanding funds.  Collection agency fees are payable by the Customer.

CLAIMS:

• We comply with the Australian Consumer Law in relation to service warranties however, we do not offer refunds for change of mind or any other reason.
• We have the right under the Australian Consumer Law to inspect any work deemed unsatisfactory before the Customer arranges a third party to conduct service. In the event we are not given the opportunity to inspect the Services claimed to be unsatisfactory, we will not be paying for any costs of a third party, again subject only to a directive of an authority in compliance with the consumer law.
• The Customer acknowledges that the guarantee is only for the services provided by Cleans and Moves, any services provided by other parties will not be included in Our guarantee.
• All care is taken during the Service. Some items are older and may be subject to ‘wear and tear’ and are prone to accidental breakage. Items like light fittings, fly screens and other perishable plastics are particularly prone. If You believe that any damage has been done beyond ‘wear and tear’ due to the Services, please provide in writing the damage with applicable photos.
• The Customer agrees to waive any right of claim against Us for any incidental or consequential loss or costs incurred, including but not limited to, rent payable and or loss of bond monies applied arising from the service.
• Any damaged areas of the property are to be disclosed to Us prior to the commencement of the clean, any damage that is found during the clean will be disclosed to the customer immediately. Cleans and Moves does not take responsibility of any damages at the property that occurred prior to the clean and the customer will need to provide proof if they believe Cleans and Moves staff caused any damage found, if they are unable to provide proof any cost related to the damage is the responsibility of the customer. In the event of damage occurring during the clean the staff member will be responsible for the repair/replacement costs of the damage and the customer will facilitate the opportunity for the staff member to have the damage repairs completed.
• If the Customer requires their fridge or freezer to be cleaned, then they are responsible for emptying and defrosting it in advance. Additional costs may apply.
• The Customer should inform Us about any incident where an accident, breakage, damage to property or theft has occurred due to any act of a cleaner within 24 hours of completion of the service.

COMPLAINTS:

• Any complaints must be made in writing and sent to hello@cleansandmoves.au
• Any complaints must be made within 48 hours of the performed Service.
• Complaints must include the Customers name, contact number, the date of the complaint and a detailed explanation of the complaint including any relevant documentation and notes.
• Complaints must also include what resolution the Customer would like.
• The Customer acknowledges that they have the ability to view our website and follow the complaints procedure.
• The Customer acknowledges that if they do not follow our complaints procedure, We have the right to dismiss the complaint and or take no further action at our discretion.

NAVIGATE TO THESE TERMS AND CONDITIONS