GENERAL:

These Terms and Conditions apply to all agreements for providing services by us to the customer. We shall take precedence over any other documents or communications from the customer.

Inappropriate Behavior:

We have a zero-tolerance policy for inappropriate behavior directed at us or our cleaning staff. This includes any actions that harass, intimidate, threaten, or create fear, whether through verbal, written, or physical means. Such behavior encompasses explicit language, racism, and defamatory remarks. We reserve the right to take appropriate actions against individuals involved in threatening or abusive conduct, including legal measures. We also retain the discretion to terminate services immediately without a refund. By engaging our services, you, the customer, acknowledge and accept these terms, waiving any claims for a refund.

PRICING:

All quotes provided are estimates based on typical house sizes and room configurations. While we make every effort to deliver accurate quotes, there are instances where quotes may be subject to adjustment. Factors that may lead to quote adjustments include:

  1. Discrepancies in the property description provided by the Customer include additional rooms, toilets, living areas, or different types of blinds.
  2. Exceptionally soiled conditions require additional time or specialized cleaning methods to meet Bond Cleaning Standards.
  3. Specialist services are needed to clean areas or items, such as high windows or hazardous locations.
  4. Areas or items outside the agreed-upon service scope in the cleaning schedule.
  5. Incurred expenses by the cleaner, such as parking fees or property key pickup charges.
  6. Changes in the Customer’s original cleaning requirements, such as adding specific items.
  7. Removal of rubbish or personal belongings.
  8. Instances where cleaning an item or area poses a risk to the cleaner, such as damaged power points or dangerous fixtures.
  9. Areas or items that exhibit signs of wear and tear or excessive grime buildup.

If a quote variation becomes necessary, we will communicate this to you, and you must agree to the variation’s terms before the additional work commences. Failure to agree to a quote variation may affect the Bond Cleaning Guarantee for specific areas or items, and we will inform you of this in person, over the phone, or via email.

ACCESS:

  1. The customer is responsible for always being reachable, especially one hour before the scheduled job start time. If we cannot contact the customer, we will proceed with the job to the best of our ability. Failure to provide access may result in an incomplete job and void any warranty. A fee will apply if a return visit is needed based on the cleaner’s required hours at the property.
  2. It is solely the customer’s responsibility to grant access to the property to the cleaner. If the property is not accessible as agreed, the customer agrees to a non-access fee of $30 per hour, up to the total job cost.
  3. A predetermined key collection location may be established in writing (via SMS or email) with the cleaner, subject to additional charges based on the distance from the pickup area to the property. Charges are calculated in 10-kilometer increments according to Google Map’s shortest route, with each increment incurring a $40 fee.
  4. Failure to gain access to the property may result in an additional $80 cancellation fee or an $80 postponement fee, subject to availability.
  5. Our cleaners require unobstructed access to all areas of the property that need cleaning. The customer also agrees to allow photographic images to be taken before, during, and after the service for quality assurance and documentation.
  6. Customers must provide access to electricity and running water, which is mandatory for a bond cleaning. If these utilities are unavailable at the property, the Bond Cleaning Guarantee will not apply, and the cleaner will contact the customer for guidance.
  7. If heavy items (weighing more than 5kg) need to be cleaned behind or under, the customer is responsible for moving these items before the service begins. Failure to do so will void the Bond Cleaning Guarantee for that area unless otherwise agreed upon in writing.
  8. Before our cleaners commence cleaning, the customer is responsible for removing all personal belongings, including furniture and art, from the premises. While we take care during the service, we do not assume responsibility for any damage caused during the cleaning.
  9. The customer must remove all rubbish inside and outside the premises. Failure to do so will not warrant the Bond Cleaning Guarantee, but the customer can negotiate with the cleaner to remove the rubbish for an additional cost.

CANCELLATIONS / REFUNDS:

Cancellation policies are as follows:

  1. Cancellation 5 days before the booked date: Refund a $25 administration fee.
  2. Cancellation within 5 to 2 days before the booked date: $50 Cancellation or postponement fee of $80.
  3. Cancellation within 24 hours from the booking date:
    1. Job totals up to $500: $150 cancellation charge.
    2. Job totals over $500: $250 cancellation charge.

4. We reserve the right to cancel a job if we consider the property conditions unsafe for our staffs safety or if we cannot access the property as agreed. Same-day cancellation fees will apply. Likewise, we retain the right to reschedule or cancel a service if the property’s condition or size is not as described or unexpected circumstances arise.

PAYMENT:

  1. Payment for our services must be made via Credit Card or Bank Transfer after the completion of the service.
  2. A valid credit card must be provided to secure a booking date, with a 40% deposit of total fee.*
  3. For bank transfers, remittance details must be sent to info@goldenshinefacility.com.au, allowing 24 hour for bank clearing.*
  4. If payment is not received in full within one calendar month of the original invoice date, a $50 late payment fee applies for the first month. Additional late payment fees accrue at a fixed rate of 10% per annum for every three days that any amount remains unpaid.*
  5. In addition to the above, the customer agrees to indemnify us for all legal costs and other expenses incurred in connection with any demand, action, or proceeding arising from a breach of these terms.
  6. We reserve the right to report non-payment to collection agencies, the Credit Reference Association (CRA), the TICA database, and your property agent, potentially affecting your credit rating and future rental or credit opportunities.

BOND RETURN GUARANTEE:

  1. Our Bond Cleaning Guarantee ensures that we will address any issues the Managing Agent identifies with the cleaning, as defined by the Residential Tenancies and Rooming Act 2008. However, this guarantee is limited to the service you engaged us for. For example, if you hired us for a Bond Clean but not for carpet cleaning, the guarantee only applies to the bond clean, and carpets are excluded.
  2. We require a report from the Managing Agent clearly listing the cleaning problems and accompanying images to request a re-clean. We will need 24-48 hours from receiving this report to schedule a re-clean if necessary.
  3. After a re-clean, we warrant the work for one day. If we do not hear from the Managing Agent within 24 hours, we consider the re-clean to have addressed any issues covered by the Bond Cleaning Guarantee by our Terms and Conditions.
  4. These Terms and Conditions apply throughout the service process, including cleanings, re-cleans, and inspection waiting periods.
  5. Our Bond Return Guarantee is only valid if you contact us within three calendar days of the completed service. We do not cover natural events over time, such as settled dust, watermarks, or open windows, which can affect the Bond Return Guarantee.
  6. The Bond Return Guarantee becomes void if the property is not vacant after our cleaners have completed their work unless authorized by us or an agreement is in place for carpet cleaning.
  7. You must schedule your bond clean after all furniture has been removed, the premises are vacant, and any necessary maintenance is completed.
  8. We do not assume responsibility for incidents classified as Acts-of-God, such as floods, storms, fires, earthquakes, cyclones, and similar events.

CLAIMS:

  1. No refund claims will be considered after the service has been completed and we have vacated the property.
  2. Before arranging third-party services, the customer must allow us to address unsatisfactory work through a re-clean or inspection.
  3. The Bond Cleaning guarantee covers only the Bond Cleaning services, while carpet cleaning and pest control are warranted by the respective contractors providing those services.
  4. We take care during the Service, but older items may be subject to ‘wear and tear’ or accidental breakage. Items like light fittings and fly screens are particularly susceptible. If you believe damage beyond ‘wear and tear’ occurred during the Service, please report it in writing with accompanying photos.
  5. You waive any claim for incidental costs incurred, including rent and bond monies, arising from the Service.
  6. Any damage claims will require proof from either party that the damage occurred during the Service. The Customer and contractor will exchange details and allow access for replacement or repair quoting if applicable.
  7. If you require cleaning your fridge or freezer, empty and defrost it beforehand, and additional charges may apply.
  8. Incidents involving accidents, breakages, property damage, or theft due to a cleaner’s actions must be reported within 24 hours of Service completion.

COMPLAINTS:

  1. Complaints must be submitted in writing to info@goldenshinefacility.com.au within 24 hours of the service completion.
  2. Complaints should include the customer’s name, contact number, complaint date, a detailed explanation with relevant documentation and notes, and the desired resolution.
  3. The customer acknowledges the ability to review our website and follow the complaints procedure. Failure to follow our complaints procedure may result in dismissal of the complaint at our discretion.
  4. If you are satisfied with our proposed actions or remedies, we will close the complaint and document the findings for our improvement program.
  5. If you are dissatisfied with our proposed actions or remedies, either party may refer the complaint to the relevant federal, state, or territory consumer protection agency or legal advisor.

Please contact us at info@goldenshinefacility.com.au if you have further questions or concerns regarding these Terms and Conditions.