Use of REALLY CLEAN'S services constitutes your acceptance of our Customer Service Agreement. Should you require any further information in relation to our customer service agreement, please contact us through our email address and we will endeavour to respond to your enquiry within 28 business days.
A. Subject to the terms of this Agreement, REALLY CLEAN BOND HOME & OFFICE CLEANING (Further referred to as REALLY CLEAN), agrees to provide cleaning services (the “Service”) to the Customer at an address specified by the Customer (the “Premises”).
B. The Service will be for such cleaning duties as agreed to by the Customer and REALLY CLEAN at the time of booking.
C. REALLY CLEAN endeavours to provide the Service faithfully, diligently and in a timely and professional manner.
D. REALLY CLEAN is not responsible for nor will it be required to carry out exterior cleaning in inclement weather conditions thus preventing exterior cleaning services to windows, patios, pergolas, pathways, driveways including external pest control and yard maintenance services.
E. REALLY CLEAN Staff and Contractors will not clean exterior windows above ground floor height.
F. REALLY CLEAN Staff or Contractors will not remove insect nests/mud nests from the interior or exterior of any Premises.
G. REALLY CLEAN will contact the Customer in the event excessive cleaning is required for heavy dirt and grime not reported at the time of booking to discuss additional payment in relation to extra cleaning time required by REALLY CLEAN Staff or Contractors. If no additional time is agreed to by the Customer, REALLY CLEAN Staff or Contractors will continue to clean the Premises only until the specified time or, until 5pm on the scheduled day of the clean. No remedy cleaning will apply to these areas.
Any changes to the Service to be provided must be agreed to by REALLY CLEAN prior to starting any work. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact REALLY CLEAN Administration/Management by telephone unless Management is on-site, who may agree to provide the additional service/s in its absolute discretion. The Cleaner is not authorized to agree to any changes or variations to the Service being provided without first consulting REALLY CLEAN Management. The Customer must not request such changes directly from the Cleaner. If REALLY CLEAN attends a job site with the provision that a job has been confirmed by a client and the services are no longer needed or warranted without at least 24 Hours notice, REALLY CLEAN may, in its sole discretion, charge a call out fee .
The Customer represents and warrants that:
A. They will provide a safe working environment at the Premises for the Cleaner to perform the Service;
B. The Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service;
C.They will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service;
D. Any cleaning equipment and materials provided by the Customer are safe, have not been tampered with and are in full working order;
E. The Client will advise REALLY CLEAN prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises;
F. The Client authorises REALLY CLEAN to use the Premises to provide the Service;
G. If the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelves or other furniture), they will move those items prior to the commencement of the Service;
H. The Client 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;
I. The Client will ensure the property has been fully vacated prior to our cleaner’s attendance for bond/exit cleans. Failure to fully vacate the Premises may result in the clean being cancelled by REALLY CLEAN with cancellation fees being applied ($88 including gst).
J. Excess rubbish and or discarded belongings left at Premises will be photographed and reported by REALLY CLEAN Staff or Contractors to REALLY CLEAN Management who will contact the Customer or managing agent to arrange disposal of said items. A disposal fee will apply dependent upon amount, size and weight of the of items to be disposed of.
In addition to the obligations and warranties set out in section 3 above, the Customer acknowledges and agrees that:
A. The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises. Any windows above the height of 2m may require special equipment of which will be provided at the Customer’s sole expense should this be a requirement of the service.
B. The Cleaner may, either before or during the provision of the Service not use or cease using any materials or cleaning equipment provided by the Customer if the Cleaner thinks, in their absolute discretion, that the use of such materials or cleaning equipment pose a risk to health and safety.
C. The Cleaner may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety.
D. Abuse or assault, verbal or physical, to our Staff or Contractors will not be tolerated and legal action or criminal prosecution will be taken against any Customer or third party who is in breach of this subsection.
E. REALLY CLEAN is not responsible for nor will it be required to carry out exterior cleaning in inclement weather conditions thus preventing exterior cleaning services to windows, patios, pergolas, pathways, driveways including external pest control and yard maintenance services.
F. REALLY CLEAN Staff and Contractors will not clean exterior windows above ground floor height.
G. REALLY CLEAN Staff or Contractors will not remove insect nests/mud nests from the interior or exterior of any Premises.
H. REALLY CLEAN will contact the Customer in the event excessive cleaning is required for heavy dirt and grime not reported at the time of booking to discuss additional payment in relation to extra cleaning time required by REALLY CLEAN Staff or Contractors. If no additional time is agreed to by the Customer, REALLY CLEAN Staff or Contractors will continue to clean the Premises only until the specified time or, until 5pm on the scheduled day of the clean. No remedial cleaning services will apply to these areas.
A. The Customer acknowledges REALLY CLEAN invests significant resources in recruiting, selecting and training its Cleaners. Unless REALLY CLEAN gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic services to the Customer or any associate of the customer for any period during which services are provided by REALLY CLEAN for a period within 2 Years after the conclusion of commercial Service.
B. The Customer acknowledges that REALLY CLEAN may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer.
A. The actual price payable by the Customer is calculated on the size and configuration of the property.
B. Any price quoted by REALLY CLEAN is an estimate only based on REALLY CLEAN'S experience, without inspection, and based on information provided by the Customer over the phone or through online websites and or email correspondence. Subject to this clause, quotes are valid for a period of 30 days from the date of the quote and are only valid after inspection of the premises is first carried out.
C. 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 REALLY CLEAN, REALLY CLEAN will provide the Customer with the option to pay an increased fee to complete the full bond clean Service, or pay the quoted amount without the Service being completed. If our office Staff are unable to contact the Customer, the Service will end at the 5pm on the booking date. REALLY CLEAN has the right however to make an informed decision on the Customers behalf as to complete the service or terminate services should terminating the service restrict or deny the Customers likelihood of having their bond return to them.
D. Secure parking must be provided by the Customer. Any parking cost must be disclosed to office Staff at the time of the booking and covered by the Customer, should our cleaners incur a parking charge this will be on charged to the client.
E.(CARPET CLEANING SERVICES): One room is considered no larger than 16 m². Lounge and dining room is charged as 2 rooms. Hallways over 4m are considered to be 1 room and longer than 8m will be quoted on the day. REALLY CLEAN has the right to charge for additional cleaning and will advise at the beginning of each job whether this will apply. Pricing over the phone cannot be guaranteed until visual inspection occurs on the day. REALLY CLEAN has the right to refuse a job and will discuss the price prior to any work being carried out. REALLY CLEAN will endeavour to remove all stains although no guarantee can be given to the actual removal of any stain. Drying times with regard to carpet cleaning depend on good ventilation to the property and REALLY CLEAN does not guarantee the actual time for drying of cleaned items and or carpets.
F. "Free services" are provided for free. No refunds are given for any service that is free. If REALLY CLEAN cannot attend to it for any reason or, if there is a complaint in regards to said stains or item/area not being cleaned correctly.
G. REALLY CLEAN will take machinery up 2 flights of stairs only where a lift is not present but not any further unless stipulated by the client at the time of booking.
H. If fleas are present INSIDE the property REALLY CLEAN will not be responsible for carpet cleaning of any rooms (as fleas manifest in our carpet cleaning machine and can spread). If this is the case, REALLY CLEAN has the right to refuse to complete the job which will incur a fee for time spent.
REALLY CLEAN Administration/Management will contact the Customer to discuss pest control services. If the Customer declines pest control services, REALLY CLEAN will not be held responsible for the non-cleaning of carpeted rooms and will refund the Customer (less a call out Fee of $55)
A. The Customer may make a booking either by telephone, email or on the REALLY CLEAN website or affiliated trading sites. Any booking made on the website will only be scheduled upon the completion of a phone call, email confirmation and reply to that email.
B. At the time of booking the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or heavy grime located at the Premises;
C. REALLY CLEAN provides all quotations at the time of booking in good faith and with the information provided by The Customer. If any information is not provided at quoting REALLY CLEAN reserves the right to alter the price of The Service.
D. CREDIT CARD PAYMENT: If the Customer chooses to pay by credit card, REALLY CLEAN Management will telephone the Customer to attain card details. The Customer must agree to provide REALLY CLEAN with their valid credit card details on the day of the scheduled clean. Failure to do so will result in the cancellation of the job and any fees that may apply under this Agreement.
E. REALLY CLEAN reserves the right not to accept a booking at its sole digression.
F. The Customer must inform REALLY CLEAN at the time of booking if they have special requirements related to allergies or issues with specific cleaning products so that other arrangements can be made prior to the service taking place. Failure to do so by the Customer is solely the Customers responsibility and REALLY CLEAN will not be held accountable.
A. The Customer agrees to pay the estimated price quoted by REALLY CLEAN in full, two business days prior to the cleaning date or, at the Service Time, unless otherwise agreed in advance with REALLY CLEAN.
B. If payment has not been received by REALLY CLEAN by the Service date and time, REALLY CLEAN will use reasonable endeavours to contact the Customer for payment. In the event that REALLY CLEAN cannot contact the Customer or payment is not made by the Service time, the Customer will be deemed to have cancelled the Service, and the Customer must pay any cancellation fees or charges due set out in Section 2C. If the Customer fails to make payment and the services have been carried out, REALLY CLEAN reserves the right to charge 9% surcharge during the first 5 days, and thereafter, legal action may be pursued.
C. Payments may be made via bank transfer, credit card, or, only when pre-arranged with REALLY CLEAN, by EFT or in cash.
D. Customer’s payments for a One-off cleaning job must be settled via bank transfer, credit card, or only when pre-arranged with REALLY CLEAN, by EFT or in cash. If payment has not been received on the day, a surcharge of 9% will be enforced. If the customer fails to settle the payment within 5 working days of the clean, REALLY CLEAN has the right to send the customers details to a debt collection agency and pursue the matter by lodging a claim with QCAT. Any costs incurred by REALLY CLEAN in its attempt to retrieve outstanding monies will be borne by the Customer. If a Customer wishes to pay by credit card for a scheduled or non pre-booked clean, all relevant details must be provided upon phone confirmation from REALLY CLEAN Management.
E. If cleaner/s are in attendance at the property and you the Customer cancel the job for whatever reason, REALLY CLEAN will refund the amount of hours the cleaner/s were in attendance at the job address and less the cancellation fee of $88 (inclusive of gst).
A. Unless specified otherwise, all prices and quotations are expressed to be INCLUSIVE OF GST.
B. If GST is payable in respect of anything supplied to the Customer under this Agreement, then the amount which the Customer is obliged to pay for that supply (Original Amount) will (subject to the receipt of a valid tax invoice) be grossed up so that it results in, REALLY CLEAN retaining the original amount plus any GST applicable.
A. If in the event REALLY CLEAN 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, REALLY CLEAN has not received payment in full for the Service within one calendar month of the original invoice date then a late payment fee of 9% will be charged for every month the invoice is unpaid unless alternative arrangements have be made with REALLY CLEAN'S accounts department.
C. In addition to the amounts set out above, the Customer agrees to indemnify, REALLY CLEAN for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by REALLY CLEAN in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay an amount by the due date.
D. REALLY CLEAN reserves the right to report any non-payment to either a collection agency, QCAT and or, is not limited to also report non-payment to the Rental Tenancies Authority (RTA) and or your property agent at its sole discretion. This action may affect your credit rating and or your ability to secure rental accommodation in the future.
If, in the unlikely event a Cleaner fails to attend the job premises for whatever reason within 2 hours of the service time, resulting in the job not being completed, REALLY CLEAN will provide the Customer with either:
A. A full refund of payments made by the Customer; or
B. Offer to reschedule the cleaning service at another time mutually agreed between the Customer and REALLY CLEAN.
If the direct Customer or Customer's property manager is dissatisfied for any reason with the cleaning service provided, they must inform, REALLY CLEAN within 3 Business days of completion of the service. REALLY CLEAN will not guarantee and or rectify the service upon the expiration of this period.
REALLY CLEAN cannot guarantee the cleaning job if other parties (e.g. Trades persons or unidentified third parties) enter the property after all cleaning (including carpet cleaning and pest management services) have been carried out.
REALLY CLEAN strives to achieve 100% customer satisfaction where reasonably possible in its efforts to provide the best service and will endeavour to resolve a problem quickly and efficiently. However REALLY CLEAN reserves the right to re-attend (up to 7 business days) after the complaint has been made. If in the event if the property manager or on-site management do not allow more than 48 hours for REALLY CLEAN to re-attend the property then no remedy clean or refund will be given. REALLY CLEAN will only return FREE OF CHARGE to remedy services where a FULL CLEANING SERVICE has been booked and completed. The Customer holds the sole responsibility of entrance to the property and must provide a detailed list of remedial cleaning issues which require rectification to REALLY CLEAN via email or hard copy to our cleaners when attending to collect keys.
REALLY CLEAN may, at its discretion, offer the Customer either of the following options at its sole discretion:
A. A partial or full refund;
B. Re-supply of the Service without charge;
C. Such other remedy as deemed appropriate by REALLY CLEAN.
The Customer or any affiliate will not by way of: social media, verbally or written in any way, defame REALLY CLEAN (REALLY CLEAN BOND HOME & OFFICE CLEANING) or its Directors, Staff and Contractors in any way at any time.
A. The only conditions and warranties which are binding on REALLY CLEAN in respect of the state, quality or condition of goods and services supplied by REALLY CLEAN to Customers are those imposed and required to be binding by statute (including the Trade Practices Act 1974).
B. To the extent permitted by statute, the liability, if any, of REALLY CLEAN is, at REALLY CLEAN'S option, limited to and completely discharged by the resupply of the Service. REALLY CLEAN is not responsible for:
- Not completing or providing the Service as a result of a breach of our Customer Service Agreement by the Customer (including a failure by the Customer to provide proper materials, cleaning equipment, utility services, a safe working environment or unencumbered access to the Premises including incorrect keys); or
- Any damages caused by defective cleaning materials or cleaning equipment provided by the Customer;
- Not completing or providing the Service as a result of the cleaner not proceeding for health and safety reasons.
- Any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of REALLY CLEAN.
-Not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service;
- Existing dirt, wear, damage or stains that cannot be completely cleaned or removed;
- Any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed;
- 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, REALLY CLEAN Contractors or Staff members.
- The loss of any items of non-value (e.g. Used Toilet brushes and their receptacles, non-permanent fixtures/accessories, cutting boards, mouldy shower curtains, drawer liners, mats, cleaning products and utensils, toiletries and general rubbish).
- 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, REALLY CLEAN are excluded.
- The Customer acknowledges that the results of any services provided may vary depending on a number of factors (including materials used, equipment provided, time elapsed since Premises was last cleaned, and the nature of cleaning required), and that REALLY CLEAN gives no guarantee as to the actual results certain marks and/or stains.
The Customer indemnifies REALLY CLEAN against:
A. 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.
B. All legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by REALLY CLEAN 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).
A. The Customer must inform REALLY CLEAN 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 and or contact the local authorities if needed.
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 REALLY CLEAN 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 REALLY CLEAN under these terms and conditions: cash, jewellery, art, antiques, and items of sentimental value.
D. The Customer or any affiliate will not by way of: social media, verbally or written in any way, defame REALLY CLEAN (REALLY CLEAN BOND HOME & OFFICE CLEANING) or its Directors, Staff and Contractors in any way at any time.
A. The Customer must provide REALLY CLEAN with at least 24 hours notice prior to the service time, if they wish to suspend, postpone, alter or cancel the service for any reason.
B. In the event that such notice has been given, REALLY CLEAN will endeavour to reschedule the service if required.
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 equivalent to 2 hours cleaning ($88 inclusive of GST) for administrative costs and loss. This may be charged at REALLY CLEAN'S sole discretion.
A. In the event that the Customer does not provide unencumbered access to the Premises for REALLY CLEAN or its Cleaners to provide the service, the Customer agrees to pay a cancellation fee equivalent to 2hours cleaning ($88 inclusive of GST) for administrative and travel costs. Collection of keys or key cards to gain access to the property is permitted but done so at Cleaners discretion and Customers expense.
A. Remedial re-visit is conducted once only. The Customer or managing agency/Property manager must supply REALLY CLEAN with a list of items to be remedied within 24 hours of discovering said items.
B. It is preferred that the Customer/property manager is in attendance at the property after any service is completed whilst staff or contractors are still present to eliminate the need for a remedial clean.
C. If the Customer is unable to attend the remedial clean on what they later consider to be an unsatisfactory Service, no 2nd visit will be provided free of charge, and hourly rates will apply .
D. In the event where the customer is present at the completion of work but remains unsatisfied, a supervisor will be sent out to inspect the cleaners work and if deemed unsatisfactory, will provide a remedy clean. No remedial clean will be provided outside of REALLY CLEAN'S Guarantee period of 2 business days from completion date. REALLY CLEAN accepts no third part liability.
E. If the quotation estimated by office staff at the time of booking is insufficient to complete the service for any reason, staff will contact the Customer to discuss and request additional payment. If the Customer denies the request for increased time and subsequent payment, cleaners will complete as much as possible to complete the clean by 5pm and remedial cleaning services will only apply to rooms/areas serviced by REALLY CLEAN.
A. This Agreement may be terminated by the Customer by providing at least 24 hours notice prior to the scheduled service time.
B. REALLY CLEAN may terminate this Agreement by providing the Customer with at least 24 hours notice prior to the service time or if payment has not been received 2 days prior to the job date as outlined in our quotation.
C. REALLY CLEAN may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of REALLY CLEAN that breach is incapable of remedy.
A. The Customer acknowledges that any information provided by the Customer may be used by REALLY CLEAN for the purpose of providing the service. REALLY CLEAN 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).
B. The Customer agrees to REALLY CLEAN 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.
C. REALLY CLEAN will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorized access or disclosure, alteration or destruction.
A. REALLY CLEAN 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.
B. The Customer agrees that any use of the service following any such change, whether as a single job or as part of a regular cleaning schedule, constitutes their agreement to follow and be bound by the terms and conditions as changed.
A. The Customer and REALLY CLEAN 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.
A. 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.
The content of this Agreement is protected by international copyright laws and may be used for personal reference only. Subject to applicable law, permission to copy, alter, reproduce, and publish, transmit and/or otherwise distribute this content is forbidden without first obtaining the prior written permission of REALLY CLEAN BOND HOME & OFFICE CLEANING.
REALLY CLEAN holds no responsibility for loss, damages, or any injury incurred as a result of the customer being at the site. If REALLY CLEAN'S Staff or Contractors deems the address where work is being carried out to be unsafe, slippery, and or incomplete, they have the right to cease work until repair work has been completed and or signed off by the staff in attendance. Customers have the right to inspect the property after such time all cleaning work has been completed whilst REALLY CLEAN Staff or Contractors are present and is deemed to be safe by our Staff or Contractors, at our convenience. REALLY CLEAN takes no responsibility for its contractors or subcontractors in any way or form. REALLY CLEAN has the right to report non-payment of services to either the Police or a credit reporting agency as it sees fit. REALLY CLEAN has the right at any point to review its Customer Service Agreement and make changes where it sees fit.