CONTRACT
These terms and conditions of business constitute a contract of agreement between Pristine House Solutions, their customers & clients and by engaging cleaning services with Pristine House Solutions, customers and clients are agreeing to the following Terms & Conditions.
SERVICE
- Pristine House Solutions agrees to obtain from cleaners: proof of address, proof of identity, police check or equivalent and all relevant vetting documentations before engaging employment with them. Vetting Documents will not be available if requested. (Due to privacy laws)
- In the event of the regular cleaner’s inability to clean, due to sickness or other reasons, Pristine House Solutions will endeavor to provide a suitable replacement cleaner.
- All estimates are given in 'man' hours. For example: 1 cleaner completing a 4-hour clean in 4 hours, is equal to 2 cleaners completing a 4 hour clean in 2 hours each.
SATISFACTION GUARANTEE
If for any reason the client is unhappy with the quality of work provided by the cleaner, the client must report this to Pristine House Solutions within 24 hours. Once reported to Pristine House Solutions, we will assess the quality of work and what was requested prior to the cleaning. If Pristine House Solutions decides the quality of the cleaner's work is not up to expectations, Pristine House Solutions agrees to have a cleaner return to complete the clean to expectations.
LATE FEES
- Payment terms are strictly 7 days from the invoice date. A late payment fee and/or interest may be applied to any late payments. Any expenses, costs or disbursements incurred in the recovery of outstanding monies, including debt collection agency fees, administration fees, interest, solicitor fees, or court costs are borne by the customer.
CANCELLATION
- 2 Business day's notice must be given to Pristine House Solutions before a client cancel a scheduled service. Failure to give sufficient notice will result in the charge of 50% of the agreed service fee for the booked clean, less than 1 Business day's notice is given to Pristine House Solutions before a client cancels a scheduled service will result in the charge of 100% of the agreed service fee for the booked clean.
- 7 day's notice must be given to Pristine House Solutions before the client cancels an ongoing service. Failure to give sufficient notice will result in the charge of 50% of the agreed service fee for all booked cleans within the next 7 days. Payment to be made to Pristine House Solutions.
EXEMPTIONS
- Client must contact Pristine House Solutions and request to reschedule. If Pristine House Solutions can offer a suitable time within the same calendar week and the client agrees to the new rescheduled time, a cancellation fee will not apply. If the rescheduled appointment is cancelled, the client will incur another cancellation fee, subject to the same terms, and the original cancellation fee will be reinstated.
- Cancellation fees may be waved due to client health emergencies. Pristine House Solutions can request a medical certificate before waiving a cancellation fee.
INSURANCE
Pristine House Solutions are fully covered with public liability.
Damages and Wear-and-Tear Clause
- Wear and Tear Definition: "Wear and tear" refers to the natural and gradual deterioration of goods or property due to normal usage over time.
This includes, but is not limited to, minor scuff marks, fading, slight discoloration, minor fabric fraying, and other imperfections that occur naturally through regular use.
These conditions do not indicate any fault or negligence on the part of the company and are not classified as damage.
- Company Responsibility: The company is not responsible for any repairs, replacements, or maintenance related to wear and tear.
Any wear and tear that occurs because of normal usage will not be repaired, replaced, or compensated by the company.
- Damages: In contrast to wear and tear, "damage" refers to any physical harm, breakage, or deterioration of goods or property that results from misuse, accidents, or failure to follow the provided care instructions. If exceptional care is required by the client, but instructions are not provided, the client will be considered at fault of any damages.
- Notification of Wear and Tear: If the client identifies any wear and tear, it is important to notify the company for documentation purposes and to adjust if necessary. However, please be aware that wear and tear will not be eligible for repairs under the terms of the agreement.
- Exclusion from Liability: The company shall not be liable for any costs or damages arising from normal wear and tear. It is the client’s responsibility to regularly inspect the condition of the goods or property and take appropriate action to prevent excessive wear or damage.
SUPPLIMENTARY TERMS
- Client agrees that he/she/they will not employ/use the cleaner’s services directly or indirectly within 12 months of the client’s cancellation of his/her/their relationship with Pristine House Solutions or from the first introduction of cleaner to client.
- Client is responsible for making sure that the cleaner gains access to the client’s property on the day of cleaning. Client is also responsible for providing key to the cleaner if the client is not at home. If no access is granted and no notice given, a lock-out fee of 100% of the booked clean will be charged to the client.
- The Cleaner is not allowed to carry out any specialized cleaning, of any antique, valuable, or delicate items.
- The client must ensure that the property is a safe working environment for the cleaners and must report any hazard to the cleaners upon arrival.
- a) Pristine House Solutions requires all animals to be restrained or locked away from the areas the cleaner may be working in. (This includes but is not limited to dogs, cats, snakes, lizards, chickens etc.) This is for their safety and ours
b) Client is fully responsible for their pets or their actions.
c) If unrestrained pets are found in the working area, the cleaner may decide to leave the property for their safety, which will result in the charge of 100% of the agreed service fee for the due clean.
- Cleaners are prohibited from using a ladder or climbing in the client’s home to reach a reasonable height. Reasonable height decided by the cleaner considering their safety and others.
- Cleaners are permitted where necessary to take photos of hazards or damage in a home before commencing work.
- Cleaners are not responsible for cleaning up vomit or feces in a client’s home.
- In the event of cleaners losing client’s keys, cleaners are fully responsible for replacement cost of key only. (Pristine House Solutions will not be responsible for changing locks).
a) If a key is left on client’s property (Eg: In letter box, Under Bin, under pot plants, Key Lock boxes, etc.) Pristine House Solutions will not be responsible if key goes missing.
- Cleaners will only undertake work hours arranged in advance unless instructed by Pristine House Solutions.
- Client must promptly reimburse Pristine House Solutions for any incidental cost incurred because of client action in any way.
- Cleaners are required to take before and after photos for each clean and provide them to Pristine House Solutions.
What You Need to Know
Most Pristine House Solutions customers are either at work or busy with other plans when we clean, so it is common for them to give us their garage code or spare key. But if you do not feel comfortable leaving us a key or door code, please make sure someone is home during the scheduled cleaning time.
We only hire caring workers who have the right to work in Australia. All are subjected to a stringent comprehensive background check and referrals. Once completed, they are then trained extensively in the Pristine House Solutions method of cleaning.
We operate Mondays through Fridays, 5:00am to 9:00pm. Along with a smile and an attitude that earns your respect, we arrive with our own cleaning supplies and equipment, so you don't have to worry or stress if your vacuum cleaner doesn't work or if you run out of cleaning products. However, we do ask if you have any preferences for cleaning products or equipment that you ensure to provide them.
Of course, not all homes are lived in the same way and cleaning thoroughly sometimes means staying a little longer than usual at a home to give it some extra attention. Our teams spend the time needed to get the best possible result.
If something is damaged during cleaning, we will make every effort to repair, or when necessary, replace the damaged item. That is because we provide the necessary insurance to protect your home and property.
Preparing For Your Clean
To prepare for your Pristine House Solutions Visit, it is as simple as this:
- Please remove clutter so we can effectively clean all surfaces (This includes dirty dishes, toys, clothes, etc.)
- Please ensure all dirty clothes are put in the laundry, preferably in a basket.
- Find a good spot for your pets so they are comfortable and out of the way while we clean.
- Please leave out clean linens if we are changing your beds.
- Please ensure that all vomit and feces are cleaned prior to our arrival. (Unless quoted for biohazard cleaning.)