Service Policy

Last Updated: [03/04/2024]

A to Z Professional Cleaning Services (“we,” “us,” or “our”) is committed to providing high-quality cleaning services to our valued customers in Australia. This Service Policy outlines the terms and conditions under which we offer our cleaning services. By engaging our services, you agree to abide by the following terms and conditions:

1. Service Agreement

1.1. Scope of Work: We will perform cleaning services as agreed upon in the service request or contract. The specific scope of work, including the type of cleaning, frequency, and any additional services, will be detailed in the service agreement.

1.2. Service Schedule: We will agree on a schedule for cleaning services, including the date and time of each cleaning visit, in consultation with the client.

1.3. Access to Premises: Clients must provide our team with access to the premises at the scheduled time. If access is not possible, please notify us in advance to reschedule the cleaning appointment. (fees apply)

2. Payment Terms

2.1. Pricing: The pricing for our cleaning services will be determined based on the scope of work and the frequency of cleaning. We will provide you with a quote or estimate before commencing services.

2.2. Payment Methods: We accept various payment methods, including credit cards, debit cards, electronic funds transfer, and other methods as agreed upon.

2.3. Payment Schedule: Payment is typically due upon completion of each cleaning service unless otherwise specified in the service agreement.

2.4. Invoice Terms: Due within seven (7) days from invoice date. Late fee of $50 applies after the due date. Refer to invoice number when making payment. Any Discrepancies must be communicated within three (3) days of invoice issue date.

3. Cancellation and Rescheduling

3.1. Cancellation: If you are cancelling within 48 hours and we are unable to re-appoint you, a 50% charge of the scheduled fee will apply. For example your flat rate clean at $120 will cost you $60. 

3.2. If you are cancelling within 24 hours, a 75% charge of the scheduled fee will apply. For example, your flat rate clean at $180 will cost you $135.

3.3. In the event we are unable to re-appoint you within 5 days, your next scheduled cleaning service will be charged as a deep clean to account for the built up grime. 

3.4. Your cancellation fees must be paid in full 24 hours prior to re-commencement of your next service.

3.5. Should you cancel two (2) scheduled cleans in a row, each within 48 hours of the scheduled service date, you will then be required to pre-pay for future cleaning services in advance. Service will not re-commence until payment has been received.

3.6. Should you decline pre-payment of your cleaning service, there will be no further option but to cancel your service completely.

3.2. Rescheduling: Clients may request to reschedule a cleaning appointment with at least 72 hours notice, subject to availability.

4. Quality Assurance

4.1. Service Quality: We strive to deliver high-quality cleaning services. If you are not satisfied with the cleaning service provided, please notify us within 24 hours of the service completion, and we will address any issues promptly.

4.2. Re-cleaning: In the event of service deficiencies or missed areas, client must inform us within 5 hours with photo/video evidence. Once evidence is assesed our team will schedule a time to fix missed areas/deficiencies.

5. Liability and Insurance

5.1. Liability: While we take utmost care in delivering our services, we are not liable for any damage caused by us or loss to property that occurs during the cleaning process.

5.2. Insurance: We maintain insurance coverage to protect against any potential liability arising from our services.

6. Safety and Security

6.1. Safety: Our team follows strict safety protocols during cleaning operations. We request that clients ensure the safety of our team by removing any hazards or obstacles from the cleaning area.

6.2. Security: We take the security of your premises seriously and will treat your property with the utmost respect and discretion.

7. Confidentiality

We respect your privacy and will not disclose any confidential information or personal data obtained during our cleaning services to third parties.

8. Termination of Services

Either party may terminate the service agreement with written notice, subject to the terms outlined in the agreement.

9. Governing Law

This Service Policy is governed by the laws of Victoria, Australia.

     10. Surcharges & Fees

10.1 24-Hour Urgent Call Out Fee: If a service is required within 24 hours of notice a $150 fee will apply.

10.2 Wait Fee: If our team is required to wait fifteen (15) to thirty (30) minutes past scheduled time, a $60 fee will apply.

If our team is required to wait thirty (30) to sixty (60) minutes past scheduled time, a $99 fee will apply. 

If one (1) hour has past our team is required to leave. Full amount of service fee will be charged to you. This will be invoiced and will need to be paid within 24 hours.

10.3 Rubbish Removal & Disposal: Fees apply if customer is to request rubbish removal & disposal. 

Medium Load: $99 (3 large garbage bags)

Large Load: $175 (4 or more garbage bags, no more then 8) Any more then 8 will need to be discussed with the client (you) on site.

10.4 Weekend & Public Holiday Surcharge: 

Saturday: 20% of service total

Sunday: 60% of service total

Public holiday: 100% of service total

Closing:

Thank you for choosing A to Z Professional Cleaning Services for your cleaning needs. We look forward to providing you with exceptional cleaning services and maintaining a positive client relationship.

Effective Date:20/09/2023