Terms & Conditions

If you book a cleaning with Cleanpro Solution, you agree to our following Terms & Conditions. Cleanpro Solution is a digital platform that allows clients to book cleaning and other services. If you have any questions regarding these terms, please email or call us and we will be happy to explain them in further detail.

 

 

LABOUR HOUR

 

 

A labor hour is defined as 1 hour of labor performed by 1 professional. Therefore a team of 2 professionals completing 1 hour of work is 2 labor hours. If you have any questions regarding labor hours or billing procedures please call the office before your scheduled cleaning.

 

We have a 3 labor hours minimum for an hourly job. Labor hours may include time taken to load and unload supplies & equipment from the vehicle

 

 

RATE CHANGES

 

 

 

All prices based on the number of bedrooms & bathrooms inside your home are based on time averages based. Most of our cleaning is completed well before the maximum time limit. However, some homes require extra attention to provide a complete cleaning service. The rates of a standard cleaning home are based on the following assumptions of maximum cleaning time in Labour Hours as defined above.

 

 

Home Size

 

Time Limit
1 Bedroom – 3.0 Hours
2 Bedrooms – 3.5 Hours
3 Bedrooms – 4.0 Hours
4 Bedrooms – 5.0 Hours
5 Bedrooms – 6.0 Hours
6 Bedrooms+ – 7.0 Hours

 

Cleanpro Solution reserves the right to re-evaluate rates at any time based on the amount of time it takes to perform our services to meet our customer’s standards or expectations. We will contact the client to discuss possible price or service revisions if the cleaning time will exceed significantly our maximum time assumption.

 

 

SATISFACTION GUARANTEE

 

 

 

Our Satisfaction Guarantee represents our commitment to you. Should you have a concern with the cleaning service you have received, we will work with you to make it right.

 

Here’s the procedure:

  • Call us within 48 hours of your cleaning and provide us with details of your concerns and/or issues.
  • Photos of concerned areas may be required before revisiting or refunds.
  • 48 hours grace period is given for Move-in/Move-Out cleans.
  • We will re-schedule the cleaning at no cost to you on the following business days. Our team will return to your home and address the areas of concern.
  • Please note that re-cleans must be completed within 7 business days of the last service to be eligible for credit or refund of service.
  • After the re-cleaning, if you still have concerns regarding the cleaning, we will review your issues once again and if we are unable to address your concerns, we will fairly provide a credit or a refund to you.

 

 

ARRIVAL TIME WINDOWS

 

 

 

Please be aware that we provide an arrival window of 1 hour to allow us to deal with the unpredictability of traffic, parking, and other surprises. An arrival window may look like: 8:00am-9:00am, 1:00pm-2:00pm. If our team happens to be running late to your appointment, don’t worry we will notify you as soon as possible.

 

 

BREAKAGES AND LOSS POLICY

 

 

 

Our cleaning professionals always take extra time and care whilst servicing your homes. If there is a breakage or loss during your cleaning, notification of such an event must be made to Cleanpro Solution within 48 hours of service, by email or phone, and provide us with a photo and estimate of the damages. Once Cleanpro Solution receives the notification, we will try our best to repair or replace the broken, damaged, or lost item.

 

Cleanpro Solution reserves the right to contract suitable professionals to repair damages and will make payment arrangements directly with its contractors to settle any damage repair.

 

 

Cleanpro Solution is not responsible for breakage due to normal wear and tear, deterioration caused by age, or damage caused by improper assembly, construction, or mounting of an item. Please inform us immediately if any items in your home require this type of attention.

 

 

BIO-HAZARDS

 

 

 

Human and animal urine and feces, medical syringes, mucous, vomit, and blood all fall into the categories of biological hazards and blood-borne pathogens. A biohazard is an organic matter that poses a danger to humans. For this reason, we ask our cleaners to avoid potential biological hazards and blood-borne pathogens beyond what is part of our cleaning checklist. We clean around them to the best of our ability and notify you of their presence. In any case, where the cleaner feels unsafe, we have the right to cancel the
service.

 

 

HOARDING CONDITIONS

 

 

 

If the condition of your property is deemed a cleaning situation that goes over and beyond our normal cleaning environment that is covered by our cleaning packages, our cleaning teams have the right to walk away or re-evaluate the rates to complete the job to the client’s expectations. If cleaning teams decide to refuse service, you will be charged a $50 booking fee due to an incorrect description of the job. This fee is in place to cover expenses they incur for lost travel time and fuel.

 

 

PARKING ACCESSIBILITY

 

 

 

This is usually only an issue in CBD areas where parking is a challenge. We do require a place to park close to your front door so your cleaning is uninterrupted. At any time when cleaners have no choice but to use paid parking, we will ask for your agreement prior and add the cost onto your final invoice. Otherwise, we have the right to cancel/reschedule service if no parking is available.

 

 

LATE CANCELLATIONS/RESCHEDULING

 

 

 

All cleaning cancellations/reschedulings must be made 24 hours before the cleaning service scheduled date. If cleaning is done within 24 hours before the service is to be rendered, the customer may be charged a $50 cancellation fee to cover the cost of disrupted service. Please be aware that cancellations do impact the cleaner’s potential daily earnings and disrupt their schedule.
Repeated cancellations or offenses will disrupt our service and may result in a cancellation of your service all altogether at any time.

 

 

 

ACCESSIBILITY

 

 

 

Please ensure that the cleaning professional has full accessibility to your home during the service. This includes having running water, electricity, and the ability to complete their job without interruptions from other service providers. Any pets or minors should be monitored to ensure they are not interrupting the cleaning. A $50 fee may be applied if the cleaning professional arrives and is unable to complete their cleaning due to any kind of interruption. This fee is in place to cover expenses they incur for lost travel time and fuel.

 

 

 

PETS

 

 

 

We reserve the right to cancel/reschedule any services if our professionals feel unsafe to enter due to unsecured pets. We require that any pets are secured at all times during cleanings. Our teams are instructed not to enter a property if they believe that a pet could be a potential threat. Please keep in mind that pets may behave differently if a family member is not around. A $50 fee may be assessed if the cleaners cannot enter the property due to unsecured pets.

 

 

 

ENTRY & LOCKOUTS

 

 

 

If you will not be home to let us in, we ask that you provide us with entry instructions and, if necessary, an alarm code. A $50 fee may be applied if the cleaning professional arrives and is unable to access the property. This fee is in place to cover expenses they incur for lost travel time and fuel.

 

 

 

KEYS

 

 

 

Cleanpro Solution is unable to accept keys from our customers due to unpredictability and security concerns. We will not be able to track or retrieve any keys passed to your cleaning professional. We recommend using a key lock box as a secure and convenient way to give teams access to your keys and home. If you have any entry or alarm instructions, you may add this to your booking notes or email/call us so we can add this to your notes.

 

 

 

PAYMENTS

 

 

 

Payment may be made via bank transfer or in cash. There will be a 10 % service charge on the price quoted via bank transfer.

 

 

 

SAFETY

 

 

 

Due to safety concerns, we do not allow our cleaners to move and/or lift heavy items nor do we clean high-reach areas(more than a 2-step ladder). If you would like us to clean behind large appliances or furniture, please move them before our arrival.

 

 

 

PUBLIC HOLIDAYS

 

 

 

Our offices are closed during NSW Public Holidays. However, most of our cleaning professionals will continue to be cleaning. If your cleaning professional is taking time off, we will contact you before your service to reschedule your cleaning. If you have a scheduled cleaning during public holidays and run into any issues or require support, we ask that you email us or leave us a voicemail, and we’ll get back to you during the next business day.

 

 

Our offices are closed during the following public holidays: New Year’s Day, Australia Day, Good Friday & Easter Monday, Anzac Day, Queen’s Birthday, Labour Day, Christmas Day, and Boxing Day.

 

 

 

WEATHER

 

 

 

We reserve the right to cancel or reschedule jobs in the event of severe weather. We may determine that it is not safe to travel or perform work during this time, therefore, we may need to cancel or reschedule your service. We are not liable for any outcome of this event.

 

 

 

UNPREDICTABLE EVENTS

 

 

 

We reserve the right to cancel/reschedule any services in the event of any unpredictable events. Such events may include car accidents, traffic blocks, and health & family emergencies. These events are uncontrollable and may lead to us canceling or rescheduling your service. We are not liable for any outcome of this event.

 

 

 

BOOKINGS AND RE-CLEAN SERVICE

 

 

  • There is a minimum booking time of 3 hours for all types of cleaning. Please notice that less than 3 hours may have an additional urgent fee charged.
  • Cleanpro Solution also provides a Re-clean service free of charge if the customer is not satisfied with the 1st cleaning service. Please notice that free of charge re-clean service must be arranged within 72 hours after the 1st cleaning job is done; more than 72 hours is to consider a new booking in which full cleaning fee will be charged.
  • Customer must provide at least 24 hours’ notice for Cleanpro Solution to arrange the time for re-clean service.
  • For End-lease cleaning, customers must empty the premises before the cleaner arrives. Otherwise, there will be a waiting fee due to the cleaners are not able to start the job.

 

 

 

RIGHT TO REFUSE SERVICE

 

 

We reserve the right to refuse/cancel service for any reason. Reasons may include:

  • Professionals feeling threatened, unsafe, or uncomfortable for any reason.
  • Professionals not able to complete the request within the maximum time limit set.
  • Condition of property is not as described by the client.
  • Job requested is not as described by the client.
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