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Clean Ecology Service Agreement

Terms and Conditions

These terms and conditions constitute the full and complete service agreement (the “Agreement”) between you (the “Customer”) and Clean Ecology, ABN 98 686 515 517 (“we/us”), for the provision of services by Clean Ecology.


Please take some time to review this Agreement. Use of our services, including the act of booking, constitutes your acceptance of these terms and conditions.

 

1. Cleaning Services

  • Subject to the terms of this Agreement, Clean Ecology agrees to provide domestic cleaning services, commercial cleaning services, window cleaning services or home maintenance services (the “Service”) to the Customer at an address specified by the Customer (the “Property”).

  • Clean Ecology agrees to obtain from its cleaners ("the Cleaner"): proof of address, proof of identity, police check or equivalent and all relevant vetting documentations before engaging employment with them. Due to privacy law, vetting documents will not be available to customers.

  • Clean Ecology will provide all cleaning products and equipment required to service your property.

  • If, at any time prior to, or during your service, our Cleaner feels there is a safety issue, we reserve the right to modify, suspend, or discontinue any aspect of our services at any time, with or without notice.

  • In the event of the regular Cleaner’s inability to clean, due to sickness or other reasons, Clean Ecology will endeavour to provide a suitable replacement.

  • In the event we do not arrive within 1 hour of your scheduled service time on the day of your service without prior communications, we will arrange a refund of any payments made and offer to reschedule the cleaning service at a time mutually agreed between you and Clean Ecology.

  • Our fixed rate services are results based cleans and are not charged based on time like our hourly rate service. We’ll perform the checklist of tasks for the service you have booked plus any add-ons you have requested until all items have been cleaned to our high standard. 

  • Our hourly services are given in 'man' hours. For example: 1 Team Member completing a 4 hour clean in 4 hours, is equal to 2 Team Members completing a 4 hour clean in 2 hours each.

 

2. Customer Responsibility

  • The customer will provide a safe working environment for our Cleaners to perform the service.

  • The customer will leave access unobstructed to those areas of the property requiring the service.

  • The customer will provide our Cleaners access to all service utilities, including hot and cold water, electricity and rubbish bins, as required to complete the service.

  • Prior to the commencement of the service the customer will inform the Cleaners of any hazards, slippery surfaces, risks or dangers the customer is aware of.

 

3. Changes of service

  • Any changes to the service (including day/time and scope) originally agreed to between Clean Ecology and the customer must be advised, and the price agreed on, prior to the service commencing.

  • While we make every effort to accommodate your chosen time ("the Service Time"), in the event we are unable to provide the service at the time chosen in the online booking form for any reason, we will provide 24 hours’ notice and offer to schedule at a time mutually agreed between you and Clean Ecology.

  • If time allows, we may agree to provide any additional services on that same day. Otherwise, a day and time that suits both can be agreed on. For the best outcome, please call a day or so ahead to make sure all your needs can be met.

 

4. Cancellations

  • The Customer must provide Clean Ecology with at least 24 hours’ notice prior to the Service Time, if they wish to suspend, postpone or cancel the Service for any reason.

  • In the event that such notice has been given, Clean Ecology will attempt to reschedule the Service to another day/date in the same week. 

  • Failing to give us a 24 hours' notice that a service needs to be cancelled, will result in a charge of a cancellation fee equal to 100% of the grand total of the service, in AUD, inclusive of GST. 

 

5. Fee for Non-Access

  • In the event that the Customer does not provide unencumbered access the Premises for Clean Ecology or its Cleaners to provide the Service, e.g., forgotten to leave the key, a locked gate or any other reason which might prevent our cleaner gaining access to the property, the Customer agrees to pay a cancellation fee equal to 100% of the grand total of the service, in AUD, inclusive of GST.

 

6. Payment Terms

  • Payments can be made via cash, credit card, or direct deposit.

  • For once-off cleaning, payment details are collected at the time of booking and payment to be deducted at the time of booking.

  • Customers with regular, recurring appointments may choose to pay via direct transfer. We will issue an invoice for each service with payment due no later than 7 days after the service has been provided. 

  • Credit card payments will incur a 1.5%-2% surcharge depending on the type of credit card used.

 

7. Late Payment

  • Clean Ecology reserves the right to charge a late fee of $10 per day for any late payments.

  • Any expenses, costs or disbursements incurred in the recovery of outstanding monies, including debt collection agency fees, administration fees, interest, solicitor's fees, or court costs are borne by the customer.

  • Clean Ecology reserves the right to suspend work or the supply of goods and services to the respondent until the amount payable has been paid. 

 

8. Work, Health and Safety

  • Clean Ecology has Work Health and Safety procedures in place to protect its Cleaners. As a customer, you are responsible to provide a safe and healthy work environment at the premises on the day of service. Our cleaners are instructed to not to enter an environment if it is unsafe.

  • Our cleaners are instructed not to climb or stand on ladders, stools, or any other objects. However, they may use two bottom rung step leaders as long it is safe to do so. If you require additional tasks e.g., cleaning behind, under and sides of fridges, washing machines, couches, or any other heavy items; you will need to arrange for moving items prior to cleaning.

  • Clean Ecology will not be held responsible for damage to floors, including polished timber floors caused by the moving of furniture for the purpose of cleaning. You will also need to advise us of any known hazards, slippery surfaces, risks, or dangers at the premises prior to the service. If our cleaners are unable to clean some or all parts of your home due to this, we will let you know. You may not be eligible for a refund in the event you fail to provide a safe working environment for our cleaner.

  • When making any determinations, the Cleaner may take into account the real or perceived presence of, but not limited, any human or animal excrement, blood, blood splattering / spots or human or animal vomit. In most instances, where these items exist, our Cleaners will work around such items and will not clean them.

 

9. Happiness Guarantee

  • If for any reason the client is unhappy with the quality of work provided by the cleaner the client must report this to Clean Ecology within 12 hours after the clean is completed.

  • Once reported to Clean Ecology, Clean Ecology will assess the quality of work and what was requested prior to the clean.

  • If Clean Ecology decides the quality of the cleaners work is not up to expectations, Clean Ecology agrees to have a cleaner return to complete the clean to expectations, provided that clause 8 in these terms and conditions has been met by you, and you let us know in writing within 12 hours of the service being completed.

 

10. Fair-Go Policy

  • We do not set fixed time limits on our fixed rate services, but we do provide an estimate to your cleaner based on your selection.

  • Our Fair Go policy states that when cleaning takes longer than our estimate expects, we will clean for up to 1 hour longer than our estimated time, but if a property requires more time to clean to our high standard, then extra fees may apply. You will always be notified prior to making any changes so you can confirm any extra charges before proceeding.

 

11. Accidents, Breakage, Damage, and Theft

  • The Customer must inform Clean Ecology of any incident where an accident, breakage, damage to property or theft has occurred due to any act of the Cleaner within 24 hours of completion of the Service.

  • To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to Clean Ecology within 24 hours of completion of the Service.

  • To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of Clean Ecology under these terms and conditions: cash, jewellery, art, antiques, and items of sentimental value.

 

12. Estimates

  • Whilst our online quote system will give you an estimate, we will always confirm the exact price of the clean upon inspection of the property.

  • If a service is requested outside of the original estimate (e.g., addition of an oven or window clean) you will be informed of any extra cost before work commences.

 

13. Indemnity

The Customer indemnifies Clean Ecology against:

  • all losses or liabilities arising directly or indirectly as a result of the provision of the Service including all losses or liabilities caused as a result of a breach of the warranties of the Customer set out in clause 2; and

  • all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Clean Ecology in connection with a demand, action, arbitration or other proceeding (including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of a debt from the Customer).

 

14. Termination

  • This Agreement may be terminated by the Customer by providing at least 72 hours’ notice prior to the Service Time, with consideration given to any Cancellation Fees per Clause 4.

  • Clean Ecology may terminate this Agreement by providing the Customer with at least 24 hours’ notice prior to the Service Time.

  • Clean Ecology may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of Clean Ecology, that breach is incapable of remedy.

 

15. Privacy Policy

  • The Customer acknowledges that any information provided by the Customer may be used by Clean Ecology for the purpose of providing our Services. Clean Ecology agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law or as permitted under this Agreement).

  • The Customer agrees to Clean Ecology communicating with them electronically and/or via other means in order to provide the Service or for reasons related to the provision of the Service.

  • Clean Ecology will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorised access or disclosure, alteration or destruction.

 

16. Changes to Terms and Conditions

  • Clean Ecology reserves the right to update or modify these Terms and Conditions at any time without prior notice. Your continued use of our services after any such changes constitutes your acceptance of the new Terms and Conditions.

Last updated: 25 June 2024.

Contact

Need help? Fill out this form or email us at hello [@] cleanecology.com.au

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