Professional Cleaning Services in Townsville

​​​​​​​​​​​​​​​​ABN 41588139157

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​These terms and conditions set out the full and complete service agreement (the “Agreement”) between you (the “Customer”) and Clean and Renew Cleaning Services (“Clean and Renew”)  Peel St, Garbutt, QLD 4814 for the provision of cleaning services.

It is important to completely understand the following terms as by using Clean and Renew cleaning services constitutes the full acceptance of these Terms and Conditions.

1.     Cleaning services

a.       Clean and Renew provides both domestic (residential) and commercial cleaning services (the “service”), the location of services is specified by the customer (the “premises”)

b.       Services may occur on a regular basis or as a one-time only service rendered

c.       The Service provided will be done so in consultation between the Customer and a Clean and Renew representative

d      Clean and Renew will provide one or more cleaners (the “Cleaner”) to attend the Premises to provide the Service at a time and date mutually agreed between Clean and Renew and the Customer (the “Service Time”)

e.       It is Clean and Renew’s  intention to provide the service honorably, professionally and in a timely fashion as per the Agreement

2.     Additions and Amendments

a      Variations to the Agreement are sometimes needed, however, these variations must occur prior to the agreed Service Time.

b       An acceptable time frame prior to the agreed Service is a minimum of 4 hours to properly consider the amendments.

c    Additions or subtractions of the Service must be discussed prior to the Service Time and it is at the discretion of management as to whether these can be facilitated. Variations that include a reduction in Service rendered may result in a financial fee for the change.

d      At no time is the Customer to request direct changes of the service directly from the cleaner provided for the provision of the Service.

3.     Customer Representations and Warranties

The Customer represents and warrants that:

a.  It will provide a safe working environment at the Premises in order for the Cleaner to safely perform the service requested;

b. Access to the Premises will be free from obstruction and will be unencumbered allowing the safe provision of services by the Cleaner;

c.  That the access to all services and utilities will be provided to the Cleaner including access to running hot and cold water, electricity, rubbish disposal units and appliances as required;

d.  It will advise Clean and Renew prior to the Service Time of any expected or possible hazards including slippery surfaces, risks and dangers that may cause harm to the Cleaner and or property of Clean and Renew;

e.  It is authorized to use the Premises and obtain the provision of Service;

f.  it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.

4.     Job Quotations

a.      To determine the actual price quoted and payable is based on the size of the Premises as well as the hours it would take to fulfil the obligation of the scope of work provided.

b.      Any domestic price quoted by Clean and Renew is an estimate on either the size of the premises including number of bedrooms and bathrooms and is based on Clean and Renew’s experience. All quotations are valid for 7 days from the date of the quote.

c.       Any commercial price quoted by Clean and Renew is an estimate on the size of the premises based on the total number of square meters. This price is based on Clean and Renew’s experience on the number of hours it would take to clean the premises.

d.      Clean and Renew has the right to alter this quote upon inspection if the scope of the work is lesser or greater than expected based on the actual state of the Premises.

5.       Clean and Renew has the right to request inspection of Premises prior to the Service Time.

6.       If at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided by Clean and Renew, Clean and Renew will provide the Customer with the option to pay the additional fee to complete the Service, or pay the quoted amount without the full Service being completed. Such as utilization of the hours quoted and then finalizing the Service without fully completing the scope of the work.

6.     Bookings

a.      The methods in which the Customer may make a booking are via telephone, Clean and Renew’s website or email.

b.     At the time of booking the Customer must provide details of the type (domestic or commercial) of premises, the size and details that may influence the access, safety and length of time to be able to perform the cleaning service;

c.      Clean and Renew provides all quotations at the time of confirming the details surrounding the initial point of quotation enquiry.

d.      The Customer agrees to provide Clean and Renew with 15% of quote at the time of booking, unless otherwise agreed in advance with Clean and Renew. Clean and Renew and cancellation fees may apply under this Agreement.

e.      Clean and Renew reserves the right not to accept a booking for any reason.

7.     Payment Terms

a.     The Customer agrees to pay a 15% deposit of the price quoted by Clean and Renew prior to or at the Service Time, unless otherwise agreed in advance with Clean and Renew.

b.      The Cleaner is not to receive any direct payment at the Service Time unless arrangements have been agreed to prior to the Service undertaking.

c.     If payment is unable to made by the Service Time and Clean and Renew has used reasonable means to contact the Customer, then the Service is deemed to be cancelled and the Customer must pay any cancellations fees or changes.

d.      Payments may be made via credit card, bank transfer, or in cash. Payments by bank transfer should be made to the bank account details supplied on the quotation for services.

8.     Late Payment Fee

a..       Where Clean and Renew has agreed to invoice the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full, all fees due, within 7 days of the invoice date.


b.       The Customer agrees that if Clean and Renew has not received payment in full for the Service within one calendar month of the original invoice date then a late payment fee of $15 applies for every additional week thereafter until full payment is received.

 
c.    If legal or professional consultation is required to receive the outstanding sums, then the Customer agrees to indemnify Clean and Renew for the full costs involved in recovering the funds as of the breach of these terms in failing to pay Clean and Renew by the due date specified.


9.  Non-Appearance

If a Cleaner fails to attend the Premises within 1 hour of the Service Time and without adequate and verified reason for the delay or failure to show, then Clean and Renew will provide the Customer with either:

a.      A full refund of payments made by the Customer; or

b..       Offer to reschedule the Service at another time mutually agreed between the Customer and Clean and Renew.

10.  Complaints

If the Customer is dissatisfied for any reason with the Service provided, it must inform Clean and Renew within 24 hours of completion of the Service. Clean and Renew prides itself on exceptional customer service and will respond as fast as reasonably possible. It is at the discretion of Clean and Renew as to whether there is any alterations, refunds or remedies provided as a result of the complaint.

11.  Exclusions and Limitations

a.       To the extent permitted by statute, Clean and Renew is not responsible for:

Not completing or providing the Service due to the Customer’s inability to provide a safe working environment or the appropriate materials to perform the cleaning role;

b.   Not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons under clause 3;

c..       Any loss or damage incurred by the Customer or any third party as a result of the effects of an event beyond the reasonable control of Clean and Renew;

d.      Existing dirt, wear, damage or stains that cannot be completely cleaned or removed;

e.       Any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed;

f.  Any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the Premises; or  The cost of any key replacement or locksmith fees, unless keys were lost by Clean and Renew or the Cleaner.

 
12. Conditions and Warranties

a.     Except as provided in this clause, all conditions and warranties implied by law in respect of the state, quality or condition of the Service which may apart from this clause be binding on Clean and  Renew are excluded.

b.      The Customer acknowledges that the results of any services provided by Clean and  Renew may be variable depending on factors that are outside Clean and Renew’s control. This includes factors including the time since the Premises was last cleaned, the nature of the cleaning requested, the equipment and products provided. Clean and Renew provides no guarantee to the actual results of the Service rendered, even though all efforts are made to ensure the best possible outcomes are achieved.

c.      Except to the extent provided in this clause, Clean and Renew has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by Clean and Renew  (including any loss caused by, or resulting directly or indirectly from, any failure, defect or deficiency or any kind of or in the products used or services provided by Clean and renew).

13.  Accidents, Breakage, Damage & Theft

a.       Clean and Renew policy is to provide the highest levels in training for our Cleaners, including the respect for the residential and commercial properties in which we service. However, we are unable to protect against accidental damage. Any suspicions of damage are to be reported to Clean and Renew within 24 hours of Service.

b.      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 and Renew within 24 hours of completion of the Service.

c.      To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of Clean and Renew

14.  Cancellation Fees

a.      24 hours notice by the Customer is required to suspend or cancel a Service for any reason.

b.      If 24 hours notice is provided, Clean and Renew will provide its best to reschedule in accordance with the Customers expectation.

c.      In the event that the Customer does not provide 24 hours notice prior to the commencement of the Service, the Customer agrees to pay a cancellation fee $50 for administrative costs and loss.

d.     For regular domestic or commercial cleaning, 14 days writing notice referencing the last clean is required to cancel an ongoing arrangement.

e.       For all other contractual cleaning arrangements, eg. End of lease, spring clean, carpet or window cleaning, less than 24 hours notice of cancelling, the Customer agrees to pay a $50 as a cancellation fee.

15.  Termination

a.     This Agreement may be terminated by the Customer by providing at least 24 hours notice, prior to the Service Time.

b.      Clean and Renew may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement.

16.  Privacy Policy

a.     The Customer acknowledges that any information provided by the Customer may be used by Clean and Renew for the purpose of providing the Service.

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

17.  Changes to This Agreement

   Clean and Renew reserves the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on its website. Each updated agreement will take effect 24 hours after it has been published on the website.

18.  Law & Jurisdiction

The Customer and Clean and Renew acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of Queensland and both agree to submit to the exclusive jurisdiction of the courts of Queensland in the event of any dispute.

19.  Severability

The Customer agrees that if any term or provision is held invalid, void or unenforceable, then that provision will be considered severable and the remaining terms and provisions shall continue to be binding.

James & Kylie (Management)