Terms & Conditions

Bookings

We schedule all bookings as we receive them. Your appointment/s will take place at the same time, on the same day for each scheduled service, unless we receive specific instructions from you to change this.

Flat Rate Pricing

We offer flat-rate pricing depending on the size of the home, though we reserve the right to adjust the price for fairness if your home is larger, has copious amounts of pet hair, is messier than normal, or not in the condition as described at time of booking.

Clean4you Guarantee

We offer a guarantee on all of our work. This includes a free re-clean of the spots that were missed during your initial cleaning. A claim on the re-clean must be made within 24 hours of service. A claim may not be made if you were present during the cleaning and approved the work during the walk-around. A claim may also not be made if hourly service with a set time limit was selected and the cleaners did not have enough time to complete the task.

Arrival Times

Please be aware that we provide an arrival window of 1 hour to allow us to deal with the unpredictability of traffic, parking and other surprises. An arrival window may look like: 8:00am-9:00am, 1:00pm-2:00pm. If our team happens to be running late to your appointment, don’t worry we will notify you as soon as possible.

Entry & Lock outs

If you will not be home to let us in, we ask that you provide us with entry instructions and, if necessary, an alarm code. A full service cancellation fee may be applied in the event that the cleaning professional arrives and is unable to access the property.

Accessibility

Please ensure that the cleaning professional have full accessibility to your home during the service. This includes having running water, electricity and ability to complete their job without interruptions from other service providers. Any pets or minors should be monitored to ensure they are not interrupting the cleaning. A $50 fee may be applied in the event that the cleaning professional arrives and is unable to complete their cleaning due to any kind of interruption. This fee is in place to cover expenses they incur for lost travel time and fuel.

Keys

Clean4you is unable to accept keys from our customers due to unpredictability and security concerns. We will not be able to track or retrieve any keys passed to your cleaning professional. We recommend using a key lockbox as a secure and convenient way to give teams access to your keys and home. If you have any entry or alarm instructions, you may add this to your booking notes or emailing/calling us so we can add this to your notes.w

Parking Accessibility

This is usually only an issue in CBD areas where parking is a challenge. We do require a place to park close to your front door so your cleaning is uninterrupted. At any time where cleaners have no choice but to use paid parking we will ask for your agreement prior and add the cost onto your final invoice. Otherwise, we have the right to cancel/reschedule service if no parking is available.

Payments

We accept Visa, Mastercard, and Amex. A hold of funds equal to the total amount of your service fee will be placed on your card at 6am on the day of your service. However, you will not be charged until the evening of your completed service. We will make every effort to contact you however we reserve the right to cancel any booking which fails to complete a security hold on your funds.

We accept all major credit cards as forms of payment. All payments must be made before the cleaning or immediately after our cleaners finish, before they leave your home. Any late payments may incur a $25 fee.

Account Customers

Account customers must be pre-approved prior to any service being provided.
You the Customer agree that if we have not received payment in full for the service within the agreed terms as detailed on your invoice then a late payment fee of $50 applies for the first month. Additional Late payment fees will be charged on a fixed rate of 10% per annum for each 3 days that any amount remains outstanding thereafter.

In the event where your overdue account is referred to a debt collection agency, law firm and or the NSW New South Wales Civil and Administrative Tribunal., you will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs, court costs and other miscellaneous costs associated with the collection of the outstanding payment.

Unpaid Services

Unless by prior written arrangement The Customer agrees to pay in full, within 7 days of the invoice date.

The Customer agrees to pay a late fee administration charge of $10 per day for each day after the 7-day period that payment is not received

Adding Collection Costs

In the event where your overdue account is referred to a collection agency and/or law firm, you will be liable for all costs which would be incurred as if the debt is collected in full, including commission on collection of the additional costs and also including legal demand costs.

Adding Interest

Overdue accounts will be subject to interest at the rate of 13% p.a., calculated for the period the account is due until the date it is paid.

Cancellations & Reschedules

All cleaning cancellations / rescheduling must be made 24 hours prior to the cleaning service scheduled date. If a cleaning is within the 24 hour period before the service is to be rendered, the customer may be charged a cancellation fee to cover the cost of disrupted service. Please be aware that cancellations do impact the cleaners potential daily earnings and disrupts their schedule.

If Clean4you receive a cancellation or reschedule request on the day of the scheduled service a 100% late cancellation fee will apply.

If a cleaner attends the property and Clean4you have not received a cancellation or reschedule request, the full amount of the cleaning service will be charged.

Repeated cancellations or offences will cause a disruption in our service and may result in a cancellation of your service all altogether at any time.

You agree that threats of legal action or threats to damage our reputation unless we refund a fairly charged cancellation fee will be taken as libel, blackmail and will be documented and used as evidence in civil action against you.

Negative Reviews

Clean4you requires 7 days to fix and resolve any and all issues and problems before relating negative feedback on any public website. This includes, but is not limited to, Google and Facebook.

Safety

Providers have a right to feel safe and work in a safe environment.

If at any time a member of our team feels unsafe, or the environment (i.e. the Participants home and /or surrounds) becomes unsafe for one of our team members to be in, they will leave the premises promptly and full charges of the booked service will apply.

If at any time a member of our team is instructed to perform an illegal or dangerous task they will leave the premises promptly and full charges of the booked service will apply.

Providers do not move and/or lift heavy or bulky items inside or outside the house nor do we clean high reach areas (more than 2 step ladder). This includes couches, book cases, heavy white-goods, or any other fixed or heavy item. If you would like us to clean behind large appliances or furniture, please move them prior to our arrival.

If you require specialist cleaning please discuss this with our staff on 1300 10 22 10.

Breakages and Loss

Our service professionals always take extra time and care whilst servicing your homes. If there is a breakage or loss during your service notification of such an event must be made to Clean4you within 48 hours of service, by email or phone, provide us with a photo and estimate of the damages. Once Clean4you receives the notification, we will try our best to repair or replace the broken, damaged or lost item.

Clean4you reserves the right to contract suitable professionals to repair damages, and will make payment arrangements directly with its contractors to settle any damage repair.

Clean4you is not responsible for breakage due to normal wear and tear, deterioration cause by age, or damage caused by improper assembly, construction, or mounting of an item. Please inform us immediately if any items in your home require this type of attention.

Clean4you will not be responsible for any breakages or damage caused if the provider was specifically instructed contrary to our Terms and Conditions.

Referrals

A great deal of time is put into recruiting and checking the background and experience of our providers. Part of our service agreement states that you agree to not independently hire any of Clean4you's providers unless you pay our referral fee of $5000. This amount is due in full immediately upon personal employment of the cleaners, regardless of whether you use them for a recurring or one-time service.

BIO Hazards

Human and animal urine and faeces, medical syringes, mucous, vomit and blood all fall into the categories of biological hazards and blood-borne pathogens. A biohazard is organic matter that poses a danger to humans. For this reason, we ask our cleaners to avoid potential biological hazards and blood-borne pathogens beyond what is part of our cleaning checklist. We clean around them to the best of our ability and notify you of their presence. In any case where the cleaner feels unsafe we have the right to cancel the service.

Hoarding Conditions

If the condition of your property is deemed a cleaning situation that goes over and beyond our normal cleaning environment that is covered by our cleaning packages, our cleaning teams have the right to walk away or re-evaluate the rates in order to complete the job to clients expectations. In the event where cleaning teams decide to refuse service, you will be charged a $100 booking fee due to incorrect description of job. This fee is in place to cover expenses they incur for lost travel time and fuel.

Pets

We reserve the right to cancel/reschedule any services in the event where our professionals feel unsafe to enter due to unsecured pets. We require that any pets are secured at all times during cleanings. Our teams are instructed not to enter a property if they believe that an pet could be a potential threat. Please keep in mind that pets may behave differently is a family member is not around. A full service cancellation fee may be charged in the event where the cleaners cannot enter the property due to unsecured pets.

Public Holidays

Our offices are closed during NSW Public Holidays. However, most of our cleaning professionals will continue to be cleaning. If your cleaning professional is taking time off, we will contact you before your service to reschedule your cleaning. If you have a scheduled cleaning during public holidays and run into any issues or require support, we ask that you email us or leave us a voicemail, and we’ll get back to you during the next business day.

Our offices are closed during the following public holidays: New Year’s Day, Australia Day, Good Friday & Easter Monday, Anzac Day, Queen’s Birthday (varies state by state), Labour Day, Christmas Day and Boxing Day.

Weather

We reserve the right to cancel or reschedule jobs in the event of severe weather. We may determine that it is not safe to travel or perform work during this time, therefore, we may need to cancel or reschedule your service. We are not liable for any outcome in this event.

Unpredictable Events

We reserve the right to cancel/reschedule any services in the event of any unpredictable events. Such events may include: car accidents, traffic blocks, health & family emergencies. These events are uncontrollable and may lead to us cancelling or rescheduling your service. We are not liable for any outcome in this event.